System Administrator's Guide

NICE Perform
Release 3.2
System Administrator's Guide

March 2010
385A0426-05 Rev. A5
Insight from Interactions
TM
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385A0426-05 Rev. A5
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Contents
1
System Administrator Overview 21
Introducing the System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Navigating the System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Receiving a System Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Refreshing the Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Understanding Summary Page Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Adding and Modifying Components in the System Administrator . . . . . . . . 30
2
Managing Licenses 31
Licensing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 The Temporary License Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Updating a License and using the License Window . . . . . . . . . . . . . . . . . . . 35 Showing All Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Importing Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Using a License File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
3
Defining Database Servers 41
What is Database Server Configuration? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Which method of SQL Server Authentication is in use?. . . . . . . . . . . . . . . . 44 Defining a Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Managing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Indexing Reserved Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Changing Column Names - Using Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Contents NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 5
Activating/Deactivating Data Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Added Security for SQL Server Authentication - Changing Passwords . . . . 53 Changing the nice sa Login Password . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Changing a NICE Login Password for an Individual SQL Server . . . . . . 55 Removing Subscribers from Replication . . . . . . . . . . . . . . . . . . . . . . . . 56 Modifying a Database Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Deleting a Database Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Scheduling Database Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Guidelines for Restoring a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Running or Stopping a Database Backup Job . . . . . . . . . . . . . . . . . . . . . . . 62
4
Configuring TDM Loggers 63
Before You Define Your Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Defining a NiceLog Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Setting Up Predefined Selective Recording . . . . . . . . . . . . . . . . . . . . . . . . . 71 Integrating the Logger with Other Components . . . . . . . . . . . . . . . . . . . . . . 73 Configuring Audio Recording Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Guidelines for Configuring Audio Activity . . . . . . . . . . . . . . . . . . . . . . . . 81 Guidelines for Configuring Audio Parameters . . . . . . . . . . . . . . . . . . . . 85 Defining an Interaction Capture Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Defining a Playback Unit Logger for Retrieval . . . . . . . . . . . . . . . . . . . . . . . 88 Defining a Spare Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
5
Configuring VoIP Loggers 93
Defining and Configuring a VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Defining a New VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Integrating the Logger with Other Site Components . . . . . . . . . . . . . . . . . . 98 Configuring Audio Recording Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Guidelines for Configuring Audio Activity . . . . . . . . . . . . . . . . . . . . . . . 106 Guidelines for Configuring Audio Parameters . . . . . . . . . . . . . . . . . . . 108
Defining a Spare Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
6
Configuring the Network Embedded Logger 115
Procedure 1: Completing the Network Embedded Logger Definition . . . . 116 Procedure 2: Mapping Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 Procedure 3: Viewing the Network Embedded Logger Configuration . . . . 125 Procedure 4: Editing Network Embedded Logger CTI Nodes . . . . . . . . . . . 127 Understanding CTI Node Parameters for the Network Embedded Logger . 127 Deleting CTI Sources from the Network Embedded Logger . . . . . . . . . . . 128
7
Configuring the NiceScreen Logger 129
Defining a NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Deleting a NiceScreen Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
8
Resiliency and N+1/1:1 137
What is N+1? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 General Guidelines for N+1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Defining an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Viewing the Spare Logger in the System Administrator . . . . . . . . . . . . . . . 143 Managing an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Updating a Logger Definition for a Member of an N+1/1:1 Chain . . . . . . . . 144 Adding a Logger to an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Removing a Logger from an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . 145 Deleting an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Contents NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
9
Archive Configuration 147
Defining a Default Logger Archiving Assignment . . . . . . . . . . . . . . . . . . . . 148 Configuring the RTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Deleting an RTS Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
10
Interactions Center Server Configuration 157
How Do I Define a CLS Server? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Defining a CLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Selecting MPCMs used by the CLS Server . . . . . . . . . . . . . . . . . . . . . . . . 163 Defining Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Modifying Configuration Parameters for a Cluster . . . . . . . . . . . . . . . . . . . 166 Editing Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Defining a Schedule for Inserting Basic Recordings (TRS Functions) . . . 171 Modifying a CLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Deleting a CLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
11
Channel Mapping 175
Whats New in Release 3.2? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 The ABCs of Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Selecting a Recording Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Importing Channel Mapping Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Channel Mapping Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Limitations for Dynamic Channel Mapping directly to a Switch . . . . . . . . . 185 Limitations for Screen Loggers Defined with Logger Sharing . . . . . . . . . . 186 Getting Started Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 Workflow for Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . 187 Workflow for Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 Workflow for Logger Sharing (Screen Loggers) . . . . . . . . . . . . . . . . . . . . . 188
Workflow for Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Workflow for Recording Turrets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189 Workflow for Passive VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Workflow for Passive VoIP Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 Workflow for Active VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 Workflow for Active VoIP Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Saving and Updating Channel Mapping Configurations . . . . . . . . . . . . . . . 193
12
Defining CTI Integrations 195
CTI Integrations Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 Where do I Begin? A Recommended Workflow . . . . . . . . . . . . . . . . . . . . . . 198 Information Required Before you Begin . . . . . . . . . . . . . . . . . . . . . . . . . . 199 Configuring a Complete CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Defining a Complete CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Activating the Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230 Activating Device Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231 Customizing CTI Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233 Customization Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234 Defining a New CTI Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235 Defining Available Devices and Codes . . . . . . . . . . . . . . . . . . . . . . . . 247 Defining a New Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248 Defining a New Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255 Defining a New Key Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272 Defining a New Media Provider Controller . . . . . . . . . . . . . . . . . . . . . . . . . 278 Specialized CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285 Mapping Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285 Defining Media Correlation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289 Defining Field Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295 Defining Rejected Devices and Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . 298 Defining Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302 Managing CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311 Viewing a Summary and Accessing Components . . . . . . . . . . . . . . . . . . . 311 Accessing Components from the Resources Tab . . . . . . . . . . . . . . . . . . . 312
Viewing a Diagram of all Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 313 Modifying CTI Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314 Editing CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314 Modifying Driver Configuration Parameters . . . . . . . . . . . . . . . . . . . . . 315 Deleting an Unwanted Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316 Deleting CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 317 Managing Telephony Switches and Devices . . . . . . . . . . . . . . . . . . . . . . . 318 Adding a Telephony Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318 Editing Telephony Switches and Devices . . . . . . . . . . . . . . . . . . . . . . 319 Adding or Modifying Monitored Devices during Runtime . . . . . . . . . . . 327 Deleting Unused Telephony Switches . . . . . . . . . . . . . . . . . . . . . . . . . 334 Copying XML Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
13
Business Data - Additional CTI Data Fields 337
Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338 Creating and Mapping Configuring Business Data . . . . . . . . . . . . . . . . . . . 340 Indexing Reserved Columns and Business Data Fields . . . . . . . . . . . . . . . 346
14
Allocating Channel and Port Licenses (License Manager) 351
Different Types of Channel Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352 Channel Allocations - What the Numbers Represent . . . . . . . . . . . . . . . . . 353 Allocating Licenses to Traders and Channels . . . . . . . . . . . . . . . . . . . . . . . 355 Allocating Redundant Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356 Clearing Trader and Channel Allocations . . . . . . . . . . . . . . . . . . . . . . . . . 357 Reviewing the Number of Ports assigned to each Telephony Service. . . . 358 Allocating Ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359 Updating the Applications Server License to add Channels or Ports . . . . 361
15
Configuring the Applications 365
Defining the Applications in the System Administrator . . . . . . . . . . . . . . . 367 Customizing Application Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
Defining Search Order and Locations for Storage Centers and Loggers . 375 What are Locations? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379 Recreating the Customer Experience - Defining CTI Analysis . . . . . . . . . . 382 Player Default Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384 Setting Player Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384 Overriding Customized Player Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 388 Configuring IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390 Configuring Business Analyzer Default Settings . . . . . . . . . . . . . . . . . . . . 394 Defining Business Analyzer Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . 394 Clearing Business Analyzer Users Preferences . . . . . . . . . . . . . . . . . . . . 400 Defining All Call Segments of an Agent in the Business Analyzer . . . . . . . 401 Configuring PBO Requests Default Settings . . . . . . . . . . . . . . . . . . . . . . . 402 Defining Playback Organizer Preferences . . . . . . . . . . . . . . . . . . . . . . . . . 402 Clearing Playback Organizer Users Preferences . . . . . . . . . . . . . . . . . . . . 406 Configuring SmartCenter (TotalView and Performed). . . . . . . . . . . . . . . . . 408
16
Configuring the Data Mart Server 413
What is the Data Mart? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414 Data Mart Installation Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416 Single Data Hub Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416 Architecture for Multi Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417 Building the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419 Verify the Data Mart Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419 Define the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421 Install the NICE Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423 Link the Databases to the NICE Domains . . . . . . . . . . . . . . . . . . . . . . . . . 425 Define Data Mart Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427 Customizing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429 Modifying a Data Mart Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430 Creating a Customized Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431 Selecting Schedules for a Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432 Monitoring SQL Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434 Viewing Synchronization Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
What are the Data Mart Domains? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
17
Multidimensional Database Configuration for Interactions Analytics and My Universe 441
Configuring Multidimensional Databases . . . . . . . . . . . . . . . . . . . . . . . . . . 442 Defining Schedules for SQL Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
18
Content Analysis Server Configuration 447
Defining Content Analysis Configuration Parameters . . . . . . . . . . . . . . . . 448 Defining General Content Analysis Settings . . . . . . . . . . . . . . . . . . . . . . . 449 Defining Language Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450 Editing Language Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455 Defining a Word Search Content Analysis Server . . . . . . . . . . . . . . . . . . . . 457 Defining a Speech-to-Text Content Analysis Server . . . . . . . . . . . . . . . . . . 465 Deleting a Content Analysis Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470 Overriding Playback Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471 Defining a Storage Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475
19
Deploying Secure Client Communication 479
What is NICE Perform Secure Client Communication Solution? . . . . . . . . 480 Certificate Deployment for Secure Client Communication . . . . . . . . . . . . . 481 Configuring Secure Client Communication in the System Administrator . 482 Testing Security Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
20
Configuring NICE Perform Components for Media Encryption 487
Verifying and Configuring the Cryptographic Database . . . . . . . . . . . . . . . 488 Configuring the Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489 Requirements for Applications Server Installation . . . . . . . . . . . . . . . . . . . 489 Configuring the Key Storage Manager Server . . . . . . . . . . . . . . . . . . . . . . 490 Defining KSM Synchronization Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Defining an IIS User Identity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496 Adding a Domain User to the Windows Built-in IIS Group . . . . . . . . . . . . . 497 Enabling Anonymous Access from the IIS Web Site . . . . . . . . . . . . . . . . . 499 Configuring the Logger for Media Encryption . . . . . . . . . . . . . . . . . . . . . . . 500 Verifying Logger Installation and Configuration . . . . . . . . . . . . . . . . . . . . . 502 Encryption Requirements for NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . 503 Verifying Player Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504 Configuring the Audio Analysis Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505 Audio Analysis Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505 Encrypting the WorkArea Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
21
Media Encryption Maintenance 509
Maintaining Master Keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510 Maintaining Database Master Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510 Changing the Password of the Database Master Key . . . . . . . . . . . . . 510 Backing Up the Database Master Key . . . . . . . . . . . . . . . . . . . . . . . . . 511 Backing up the Database Master Key Encryption Password . . . . . . . . 512 Backing Up the Service Master Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512 Restoring Encryption Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513 Restoring the Service Master Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . 513 Restoring the Database Master Key . . . . . . . . . . . . . . . . . . . . . . . . . . 514 Re-encrypting the Database Master Key with a New Service Master Key . 515 Backing Up and Restoring the Cryptographic Database . . . . . . . . . . . . . . 516 Backing Up the Transactional Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516 Restoring a Complete Database (Full Recovery Model) . . . . . . . . . . . . . . 517 Backing Up the Tail of the Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517 Restoring the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519
22
Playback to Extension and Dial Plan Configuration 521
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522 Configuring a Telephony Services Server . . . . . . . . . . . . . . . . . . . . . . . . . . 523
Before You Configure the Telephony Services Server . . . . . . . . . . . . . . . . 523 Creating a New Telephony Services Server . . . . . . . . . . . . . . . . . . . . . . . 524 Configuring Playback to Extension for the Analog/Digital Interface . . . . . . 529 Configuring Playback to Extension for the H.323 IP Interface . . . . . . . . . . 531 Configuring Playback to Extension for the SIP IP Interface . . . . . . . . . . . . 535 Verifying Switch Extensions for Analog Playback to Extension . . . . . . . . 541 Modifying the Telephony Services Server Definition . . . . . . . . . . . . . . . . . 542 Verifying NICE Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543 Deleting a Telephony Services Server Definition . . . . . . . . . . . . . . . . . . . . 544 What is a Dial Plan? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545 How to Select a Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546 How an Instant Callback Dial Plan Works . . . . . . . . . . . . . . . . . . . . . . 547 Defining a Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547 Defining an Instant Callback or Clip Recording Dial Plan . . . . . . . . . . . 548 Defining a Playback to Telephone Dial Plan for a User-Defined Switch 551 Defining a Search Order for Telephony Services Servers . . . . . . . . . . . . . 554
23
Customer Feedback Configuration 555
Defining Feedback Ports on a Telephony Services Server . . . . . . . . . . . . . 557 Initial Setup Procedures for Customer Feedback . . . . . . . . . . . . . . . . . . . . 565 Avaya Interfaces: Defining Routing Parameters . . . . . . . . . . . . . . . . . . . . 565 Defining General Parameters for Customer Feedback . . . . . . . . . . . . . . . 567 Defining a Retention Period for Voice Comments . . . . . . . . . . . . . . . . . . . 569 Configuring Customer Feedback Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570 Analog Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571 H.323 Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573 SIP Extension Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . 577 SIP Trunk Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . 582 What are Extension Identifiers and When to use them . . . . . . . . . . . . . . . 585 Recording Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590 Integrating Prerecorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590 Listening to a Recorded Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 592 Defining which Survey is Loaded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593
Defining Surveys Loaded by Business Data Parameters . . . . . . . . . . . . . . 593 Defining Surveys Loaded According to DTMF Parameters . . . . . . . . . . . . 595 Defining Surveys Loaded by CTI Parameters . . . . . . . . . . . . . . . . . . . . . . 596 Defining a Fixed Survey for One Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598 Defining a Default Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599 Adding the Telephony Services Server to the NMS (optional) . . . . . . . . . . 601 Verifying Switch Extension Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 601 Modifying the Feedback Definition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602
24
Configuring for System Streaming 603
Choosing a Stream Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 604 Scenario 1: Streaming Disabled at Local Site (Default configuration) . . . . 604 Scenario 2: Server at Player Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 605 Scenario 3: Server at Logger Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 607 Scenario 4: Server to Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608 Scenario 5: Server at Player Site for Remote Interactions Only . . . . . . . . 609 Scenario 6: Server to Server for Remote Interactions Only . . . . . . . . . . . . 611 Scenario 7: Server at Player Site for Local Interactions Only . . . . . . . . . . 612 Configuring System Streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614 Enabling Stream Server Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614 Configuring the Default Stream Server Definition . . . . . . . . . . . . . . . . . . . 616 Optional - Defining a New Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . 617 Defining System Streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619 Disabling System Streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620 Viewing All Stream Server Configuration Information . . . . . . . . . . . . . . . . 621 Maintaining the Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622 Modifying the Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 622 Deleting a Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
25
Configuring for WMS Streaming 625
Configuring Windows Media Server Streaming . . . . . . . . . . . . . . . . . . . . . . 626 General WMS Streaming Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626
About Media Services Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 626 About ASF File Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627 About Publishing Point Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 627 Enabling Stream Server Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629 Defining a New Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630 Enabling and Defining Windows Media Server Streaming . . . . . . . . . . . . . 631 Optional: Defining Digital Rights Management (DRM) Configuration . . . . . 634 Configuring Users and Groups for WMS Streaming . . . . . . . . . . . . . . . . . 636 Viewing All Stream Server Configuration Information . . . . . . . . . . . . . . . . 637 Maintaining the WMS Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638 Modifying the WMS Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . 638 Deleting a Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 639
26
Configuring Screen Content Analysis 641
Defining the Screen Content Analysis Server . . . . . . . . . . . . . . . . . . . . . . . 642
27
Configuring Storage Center 645
Defining a Storage Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 646 Procedure 1: Defining the Storage Center Server . . . . . . . . . . . . . . . . . . . 646 Procedure 2: Defining Storage Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 651 Procedure 3: Defining a Storage Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . 656 Guidelines for Using the Storage Size Calculator . . . . . . . . . . . . . . . . 662 Viewing Storage Groups and Storage Units . . . . . . . . . . . . . . . . . . . . . . . 663 Procedure 4: Defining an ESM Device . . . . . . . . . . . . . . . . . . . . . . . . . . . 664 Defining EMC Centera as the ESM Device . . . . . . . . . . . . . . . . . . . . . 664 Defining TSM as the ESM Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 667 Defining NetApp Snaplock as the ESM Device . . . . . . . . . . . . . . . . . . 669 Modifying Storage Center Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 672 Deleting a Storage Center Component . . . . . . . . . . . . . . . . . . . . . . . . . . . 674
16
28
Tracking the Status of your Storage Centers 675
Viewing Storage Center Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 676 Viewing the Status of Storage Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 677
29
Installing the Media Library 679
Configuring the Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 680 Defining Media Library Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 682 Deleting a Media Library Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 685
30
Configuring Playback Organizer (PBO) 687
Configuring the PBO Request Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 688 Configuring Advanced Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 690 Configure the Approval Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 690 Configure Comment Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 691 Configure Request Expiration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 691
31
Network Management System (NMS) Configuration 693
What NMS Does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 694 Defining the NMS via System Administrator . . . . . . . . . . . . . . . . . . . . . . . . 695 Modifying the NMS Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699 Deleting the NMS Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
32
Defining VoIP Recording Gateway (VRG) 701
Guidelines for Defining VRG Ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 702 Where are the VRG Definitions Saved? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703 General VRG Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 704 Defining a New VRG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 706 Tips for Configuring Interaction-Based Recording with VRG Redundancy . 718
Reviewing VRG Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 722 Deleting a Defined VRG Unit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723
33
Interfacing NICE Perform with Microsoft Active Directory 725
Active Directory in your NICE Perform System . . . . . . . . . . . . . . . . . . . . . . 726 Background Information about Active Directory . . . . . . . . . . . . . . . . . . . . . 726 Prerequisites for Active Directory Authentication . . . . . . . . . . . . . . . . . . . 728 Confirming the Existence of Trusted Domains . . . . . . . . . . . . . . . . . . . . . . 729 Switching to Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732 About the SuperUser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 737 Changing the Active Directory SuperUser . . . . . . . . . . . . . . . . . . . . . . . . . 738 Adding a Domain to Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 739 Removing a Domain from Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . 740 Determining if Users are defined in a Domain . . . . . . . . . . . . . . . . . . . . . . . 741 Validating Users in Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742 Disabling Validation Messages in the Users Administrator . . . . . . . . . . . . 743 Uploading a User Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744 Troubleshooting Active Directory in your NICE Perform System. . . . . . . . 745 Common Active Directory Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 747
A
Working with Multi Data Hubs 749
Multi Data Hub Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751 Multi Data Hub Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 752 Procedure 1: Setting Up the Primary Data Hub . . . . . . . . . . . . . . . . . . . . . . 753 Procedure 2: Setting Up a Secondary Data Hub . . . . . . . . . . . . . . . . . . . . . 754 Procedure 3: Connecting the Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . 755 Procedure 4: Linking the Data Mart to a Secondary Data Hub . . . . . . . . . . 759 Procedure 5: Defining Replication Between Data Hubs . . . . . . . . . . . . . . . 761 Defining Replication with SQL Authentication . . . . . . . . . . . . . . . . . . . . . . 761 Defining Replication with Windows (NT) Authentication . . . . . . . . . . . . . . 764 Procedure 6: Completing the Multi Data Hub Definition . . . . . . . . . . . . . . . 767
B
Tips 769
To Troubleshoot a Communications Failure . . . . . . . . . . . . . . . . . . . . . . . . 770 To Troubleshoot an Active Directory Environment . . . . . . . . . . . . . . . . . . . 770 To Increase Query Speed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770 To Enable Warning Tones or Warn the Caller . . . . . . . . . . . . . . . . . . . . . . . 770 To Change the Host Computer for the Applications . . . . . . . . . . . . . . . . . . 771
C
CLS Configuration Parameters 773
TRS (Basic Recording) Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 774 CLS Monitor Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776 Dispatch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777 Call Server Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777 Log Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 781 DB Server Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 782 Recording Decisions Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784 General Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 785 RCM Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 786
D
Enabling Display of NICE System Information 789
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 790 Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 790 Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 791 Verifying the System Administrator User . . . . . . . . . . . . . . . . . . . . . . . . . . 792 Adding the System Administrator User to Computers not in an Active Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 794 Installing WMI Windows Management Instrumentation . . . . . . . . . . . . . . . 797 Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799 Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . 805
Index
811
19
Blank page for double-sided printing.
1
System Administrator Overview
IMPORTANT This guide provides instructions for full functionality of the NICE Perform System Administrator. Availability of functions is dependant on your site license and configuration.
The System Administrator application is used to setup and define the different parts of your NICE Perform system, enabling communication between each component. After installing a component in your system, it must be defined using the System Administrator. Most procedures are one-time procedures performed as part of the installation process for each component. The site administrator retains permission to view settings and edit components as necessary. Installing hardware or software components does not make them a working part of your system. Every component must be defined using the System Administrator.
Contents
Introducing the System Administrator ......................................................................... 22 Navigating the System Administrator........................................................................... 23 Receiving a System Summary ...................................................................................... 25 Adding and Modifying Components in the System Administrator ............................ 30
Chapter 1: System Administrator Overview NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Introducing the System Administrator
Introducing the System Administrator

The System Administrator is used to setup and define the different parts of NICE Perform, enabling communication between each component. After installing a component in your system, it must be defined using the System Administrator.
IMPORTANT This guide does not provide a workflow for setting up your NICE Perform system! Use this guide as a reference guide for specific configuration procedures. For a system workflow, see the Site Installation Workflow Guide.
Most procedures are one-time procedures performed as part of the installation process for each component. The site administrator retains permission to view settings and edit components as necessary. Installing hardware or software components does not make them a working part of your system. Every component must be defined using the System Administrator.
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Navigating the System Administrator

The System Administrator is part of the NICE Perform Applications Suite and can be accessed from the NICE Perform Applications Suite navigation bar.
To open the System Administrator: 1. Log in to the NICE Perform Applications Suite. 2. From the Accessories menu, select System Administrator.
The System Administrator appears.

Click for Online Help (With PDF printed format available) Actions Menu
Accessories Menu Settings Menu Save
Components Pane
Details Pane
Expand the Organization tree and click a component to display its details. In several branches, an Undo button appears next to the Save button button at any time to undo changes made since your last save. . Use this
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When you select a branch in the Organization tree, a list of all it components appears in the details pane. Double-click an entry to open its details.
Select Logger Servers All Loggers appear in the details pane
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Receiving a System Summary

The System Administrator manages all the components of your NICE Perform system. The Summary Page gives you a quick view of the components in your system and their location. This section covers the following topics:
Overview on page 25 Refreshing the Summary Page on page 26 Understanding Summary Page Views on page 27
Overview
The Summary page allows the user to save a file of, or print a list of, all current resources. This feature enables the user to provide an accurate snapshot of the systems current resources when requesting Customer Support.
IMPORTANT Changes that are made in the system configuration, such as adding a new component or installing an update, are not automatically reflected in the Summary page. If there are recent changes, you need to refresh the Summary page to see them. See Refreshing the Summary Page on page 26.
Summary pages provide the following information:
Location of each component - shows on which server each component is installed Current version and Update Pack of each component Each machine in your environment - shows which components are installed on each machine Number of Data Hubs in the organization Number of System Users and Agents defined in the organization Last successful update of system components List of purchased licenses in the NICE Perform system Additional information for specific components, such as the Last Recording Time for a Logger.
NOTE:
When you open the Summary page for the first time, click Refresh All to populate the page. Refreshing the Summary pages can take several minutes. This is because the system has to gather information from each component.
After updating a specific component, right-click the component and select Refresh to update the Summary page.
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Refreshing the Summary Page

You can refresh the display of all the components in NICE Perform or refresh specific components after updates.
To refresh the Summary page: 1. Select the Organization branch of the System Administrator. 2. Refresh the Summary page in one of the following ways:
To populate the Summary page for the first time, click Refresh All. All components in the system are listed in the Summary, and it encompasses your entire organization. In an organization with Multi Data Hubs, all of the Data Hubs are summarized together. In the Last Successful Update column, the time and date are updated.
To refresh a single component, right-click the component, and click Refresh.
In the Last Successful Update column, the time and date are updated.
NOTE: If the component details are not refreshed, an Incomplete Data error message appears. See below:
When this occurs, check the date in the Last Successful Update column to see which components did not refresh. For each component, verify the following:
DCOM and WMI permissions were set properly on the components machine. The component is accessible.
The Summary page is automatically updated at regular intervals.
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Understanding Summary Page Views

The Summary Page includes three tabs: General, Servers View, and Components View. These tabs are described in this section.
General Tab
The General tab provides information about the entire Organization according to the following components:
Applications - Expand this item for more information. The Applications Suite is defined for either Enterprise (Call Center) or Compliance.
Expanded Applications Suite
Number of Users indicates how many users in the Users Administrator application are
defined as system users. This number is determined using the following criteria:
Users who are system users (including users who are both a system user and an agent) All default users that are system users
Number of Agents indicates how many users in the Users Administrator application are
defined as agents. This number is determined using the following criteria:
Users who are agents (including users who are both a system user and an agent) All default users that are agents Agents with more than one agent ID are only counted once.
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NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
Deleted users in retention indicates system users who were deleted but are still within
the retention period (even if deleted users are not shown in the application).
Deleted agents in retention indicates agents who were deleted but are still within the
retention period (even if deleted agents are not shown in the application).
Licensing - Expand this item to view all purchased features that are included in the NICE
Perform license. All installed Serial Numbers appear in the License Keys section.
Expanded License Keys
License Serial Numbers
NMS - The Network Management System (optional). The machine where the NMS is installed
and its current version. There is only one NMS per Organization.
Data Hub - Expand this item to view a list of all Data Hubs in the Organization. Each Data Hub is either a Master (Primary) or Secondary Data Hub.
Expanded Data Hub
Reporter - The machine where the Reporter is installed and its current version. There is only one Reporter per Organization. Data Mart - The machine where the Data Mart is installed and its current version. There is
only one Data Mart per Organization.

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Servers View Tab
In the Servers View tab, each Data Hub is listed separately. Each physical machine for each Data Hub is itemized. Expand a machine to view a list of all components installed on that machine. All components appearing in the Servers View also appear in the Components View.
Components View Tab
In the Components View tab, each Data Hub is listed separately. Expand a component, to view a list of each component of its type and the location of where it is installed. All components appearing in the Components View also appear in the Servers View.
NOTE: For CTI components, Update and Update Pack information only appears under the Connection Manager, even though the other components were updated as well.
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Adding and Modifying Components in the System Administrator
Adding and Modifying Components in the System Administrator

The site administrator using System Administrator has permission to view components and fields in the System Administrator. Privileges to the System Administrator are obtained from the SuperUser profile only. To gain the ability to add/edit/remove components, you need additional privileges. These privileges are obtained by working in Technician Mode.
To activate technician mode:
From the Settings menu select Technician Mode.
Technician Mode will remain activated until you Log off, even if you open a different application.
To turn off technician mode:
From the Settings menu select Technician Mode.
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2
Managing Licenses
Some of the components in your system (hardware and/or software) require licenses. Each component requires its own separate license. Licenses are obtained from NICE at the time of purchase and are activated via the System Administrator.
Contents
Licensing Overview ........................................................................................................ 32 The Temporary License Window................................................................................... 33 Updating a License and using the License Window ................................................... 35 Showing All Licenses..................................................................................................... 38 Importing Licenses......................................................................................................... 39 Using a License File ....................................................................................................... 40
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Licensing Overview
Licensing Overview
Some of the components in your system (hardware and/or software) require licenses. Each component requires its own separate license. Licenses are obtained from NICE at the time of purchase. A license consists of a Serial Number and a License Key. You will need to assign or update licenses in the following situations:
When you add a new component that requires licensing. Each time you add a feature to an existing component that requires licensing.
Separate licenses are issued for each type of resource. Each license is valid for one resource.
EXAMPLE:
The Applications Suites requires an Applications license, each Logger requires its own Logger license, each Telephony Service requires its own Telephony Services license, etc. If you have four Loggers, you will require four separate Logger licenses. When a license is assigned to a resource, the resource name that appears in the System Administrator Organization tree, also appears in the license list. There are two types of licenses:
Permanent - This type of license does not expire. It needs to be updated only if additional features are added to its component. If a new Permanent license is not immediately available for the new features, the Permanent license can be extended temporarily to include the new features using a Temporary license. A Temporary license added to a Permanent license cannot be renewed. Logger licenses cannot be updated with a Temporary license. Temporary - Temporary licenses can be issued by NICE personnel during installation
procedures if a Permanent license is not yet available. Temporary licenses have the following characteristics:
A Temporary licence is valid for up to 30 days. The Temporary licence for each component can be renewed one time only. A Temporary licence that expands a Permanent license cannot be renewed. A Temporary license that is replaced with a Permanent license before the Temporary license reaches expiration, can be used again for its remaining allotted days.
There are three ways to apply a license:
Directly from the text file in which you received them. To do this, in the License window, click From File. You then browse to the location of the license file. The Load License window opens and displays only those licenses relevant to the component and currently available. From the Available Keys list in the License window. To do this, you must first import the license file. Then, when you open a License window, only those licenses that are relevant to the component and currently available will appear in the Available Keys list. Enter the Serial Number and License key directly into the License window.
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The Temporary License Window

If your system is using Temporary licenses, you must constantly be aware of their expiration dates to ensure uninterrupted use of your NICE Perform system. If you have Temporary licences available, or in use by your system, the Temporary License window automatically appears when you open the System Administrator application. If the System Administrator was open when you logged off, the Temporary License window appears from the Welcome window since with a valid login, the System Administrator will be opening.
In the Temporary License window, you will see:
Licenses that are still available Licenses that are in use and not yet expired. Permanent or Temporary licenses that have become invalid.
Licenses that are expired do not appear. Use the information in this window to keep track of your Temporary licenses so that you can be prepared, well before their expiration date with an updated license, ensuring uninterrupted use of your NICE Perform system. To see the list of Temporary licenses once you have opened the System Administrator, open the Show All Licenses window. See Showing All Licenses on page 38
The following license changes can be made in the Temporary License window:
Temporary licences that are assigned to a resource can be extended. This applies only to Temporary licences that have not yet been extended or that are not extending a Permanent license. A Temporary license can be added to a Permanent license to allow a new feature. Invalid licenses can be replaced.
Chapter 2: Managing Licenses 33
To change a license in the Temporary License window: 1. Right-click the licence you want to change and select Update License. Then see Updating a
License and using the License Window on page 35.
The Update License window appears.
2. See Updating a License and using the License Window on page 35 for instructions on using
this window.
3. If you are updating the Applications license, log out of the Applications Suite and then log in
again to activate the new license. All other licenses are effective immediately
4. Click OK to close the Temporary License window.
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Updating a License and using the License Window

There are several similar versions of the License window. Each has a unique title indicating the component being licensed. The fields in each window, and the way they are used, are identical. A license consists of a Serial Number and a License Key. You can apply a license in one of the following ways:
Enter it directly in the License window. Select it from a previously imported list of licenses. Copy it from an external file.
IMPORTANT When updating the Applications license, and adding or removing PBO, you must restart the PlaybackAdministration service.
To use the License window: 1. Open the License in one of the following ways:
In the Organization tree, right-click the component whose license you want to update and select Update License.
NOTE: To update the license for the Applications Suite, right-click the License Manager branch and select Update License.
-or-
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Select a component in the Organization tree. Then from the Actions menu, select Update License.
-or-
In the Show License Keys window or the Temporary License window, right-click a row and select Update License.
The location from where the License window is opened determines which type of license is being updated. Example: If you open the License window from the Storage Center Servers branch, only Storage Center licenses will be available in the License window.
2. Select a Licences in one of the following ways:
Enter the Serial Number and License Key in the appropriate fields. Then click OK.
-or-
Select a key from the Available Keys list. The list of keys in the Available Keys list is taken from the Imported Keys files. The Serial Number and License Key automatically appear in the appropriate fields. Only the licenses relevant for the resource and that are either available or in use appear. If none of the licences meet with these criteria, this list is empty. Click OK.
Chapter 2: Managing Licenses 36
-or-
Click From File. An Open window appears.

a. Browse to and open the TXT file that contains the license. The Load License Key
window appears. Only the licenses relevant for the resource and that are either available or in use appear. If none of the licences meet with these criteria, a message appears.
b. Select an available license. Then click Select. The Serial Number and License Key
automatically appear in the appropriate fields.

c. Click OK.
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Showing All Licenses
Showing All Licenses

You can view all the license keys in the Show License Keys window. This includes license keys that are currently assigned, license keys that are still available, Temporary license keys that have expired, and invalid license keys. Licenses that are assigned show the resource to which they are assigned in the Resource Name column. Licenses can be updated from the Show License Keys window. Right-click the row of the license that needs to be updated, select Update License, then see Updating a License and using the License Window on page 35.
To view all licenses: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Components pane, from the Actions menu, select Show all Licenses -or-
Right-click a Data Hub branch and select Show All Licenses. The Show License Keys window appears.
Click a heading to sort the table for quick access to a license.

3. To replace an existing license for a component, right-click the relevant row and select Update License. Then see Updating a License and using the License Window on page 35.
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Importing Licenses
Importing Licenses
As your NICE Perform system grows, you will acquire many NICE Perform licenses. Licenses can be stored in separate text files as you receive them. When you need to assign a license, you will have to locate the correct text file. NICE Perform provides the option of importing license files into your NICE Perform system. When licenses are imported, the Available Keys field in the License window selects the licenses from the all the imported files that meet the following requirements:
Relevant to the current component Currently unassigned and therefore available
All licenses (Temporary and Permanent) will only be activated from the time they are assigned, not from when they are imported.
To import licenses: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. From the Actions menu, select Import License Keys. -or-
Right-click either the License Manager branch or a Data Hub branch and select Import License Keys. A File Open window appears.
3. Select the TXT file where the keys are located. The Import License Keys window appears.
In the Import License Keys window, the Resources Name column shows the Resource Type.
Temporary licenses show the allotted number of days in the Days Till Expiration column.
Chapter 2: Managing Licenses NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 39
Using a License File
4. Click Import. This will import all of the licenses that are valid and render them ready for use.
Each license will only become active when you update the relevant license. Each time you open a license window, only the licenses available for that component appear.
5. Click Close.
When you open a license window, all Serial Numbers for the relevant component will be available in the Available Keys field. Example: If the Import file has four keys for Telephony Services and three keys for NiceLog Loggers, when you add a new Telephony Service, only the four Telephony Services keys will appear in the Available keys list.
Using a License File

The licenses for all components can be stored in a text file for easy access. This file can be imported into your system or accessed directly.
To import the license file, see Importing Licenses on page 39. To directly access the license file, see Updating a License and using the License Window on page 35.
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3
Defining Database Servers
The first step to configure your system is to define the Database Servers. You must install each database on an SQL Server prior to defining it in the System Administrator. After all the databases are defined, create links between the interaction database and the databases that reside on other servers. NICE Perform supports the following types of SQL security authentication:
Windows Authentication - The SQL Server is authenticated using the Windows Login. SQL Authentication - The user defines a password when installing the SQL Database Server.
Contents
What is Database Server Configuration? ..................................................................... 42 Which method of SQL Server Authentication is in use? ............................................ 44 Defining a Database Server ........................................................................................... 45 Managing Databases ...................................................................................................... 48 Indexing Reserved Columns ...................................................................................... 49 Changing Column Names - Using Aliases .................................................................50 Activating/Deactivating Data Columns ....................................................................... 52 Added Security for SQL Server Authentication - Changing Passwords..................... 53 Modifying a Database Server Definition ..................................................................... 58 Deleting a Database Server Definition ....................................................................... 58 Scheduling Database Backup ....................................................................................... 59
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What is Database Server Configuration?

Your system has several databases. Each database can reside on the same or separate servers. Each database must be configured using the System Administrator to be identified in the system. The following is a list of databases that can be part of your system. Some databases are mandatory and some are acquired as part of different available features.
Relational Databases Database nice_admin Description The Administration database. Contains information such as all user/agent details, administrative settings, and privileges. Information from the Users Administrator and System Administrator are stored in this database. Contains a record of actions in the system for use by the Audit Trail in Business Analyzer. For example, agent login and report requests. Contains Audio Analysis information. Required for use with Business Analyzer. Serves as a repository for encryption keys for the NICE Key Storage Manager (KSM) application. Contains information from your switch used by Business Analyzer and not included in the nice_interactions database. Required for use with Data Mart. Required for use with Playback Organizer. The Interactions database. Stores identifying information about each interaction. For example, Start time and agent ID. The actual recordings are stored on the Loggers. This database must link to all the other databases for Query searches. Required for use with the Playback Server. Required for use with Coaching and Clips in the Business Analyzer. Contains information for the Reporter. Contains information from the Rules Manager. Required for use with ScreenSense. Required for use with Storage Center.
nice_audit
nice_ca nice_crypto nice_cti_analysis nice_dw nice_ib nice_interactions
nice_pbs_data nice_qa nice_reporter nice_rule nice_screen_sense nice_storage_center
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Multidimensional Databases Database nice_as_kpi nice_as_my_universe nice_as_text_analysis Description Optional database for use with My Universe. Required for use with My Universe. Required for use with ClearSight.
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Which method of SQL Server Authentication is in use?
Which method of SQL Server Authentication is in use?

Before you being defining a Database server, determine with which method of SQL security authentication is used in your system. NICE Perform supports the following types of SQL security authentication:
Windows Authentication - The SQL Server is authenticated using the Windows Login. SQL Authentication - The user defines a password when installing the SQL Database Server.
To determine which authentication method is in use:
In the Organization tree, select the Database Servers branch.
The Authentication Mode is displayed above the Database Server Name. It is disabled and is for informative purposes only. The authentication method is determined during SQL Server setup. However, the SQL Management Studio enables you to switch between SQL and Windows Authentication even after installing the SQL Server. For details see the SQL Server for NICE Perform Guide.
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Defining a Database Server

To define a Database Server: 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select the Database Servers branch.
3. From the Actions menu, select New Database Server. The Add Database Server Wizard
starts.
For SQL authentication, the Security Settings area is enabled
4. Enter the Database Server Name and the Host Name of the computer where it is installed.
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5. For environments with Windows (NT) authentication, the Windows Login ID is used. You do
not have to supply a password.

-or-
For environments with SQL authentication, in the Security Settings area, enter the nice sa password and the nice password of the SQL server.
6. Click OK.
The General tab of the Database Server details appears.
7. Select the databases that reside on this server. 8. Click Save
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The database sizes are shown.
9. If your site has an NMS installed, add the new Database Server to the NMS monitored list: a.
In the Organization tree, expand Network Management System and select an NMS. Click the Monitored Server tab. click Save .
b. Move the new server from the Available Servers list to the Attached Servers list and
10. For additional Database customization options, see Managing Databases on page 48.
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Managing Databases
Managing Databases
Once the databases are installed and defined, you can do the following optional customizations to enhance your systems performance:
Create Business Data fields with customized information. For example, customer account number. See Business Data - Additional CTI Data Fields on page 337. Increase speed when using customized columns as search criteria. See Indexing Reserved Columns on page 49. Customize the column headings in other applications. See Changing Column Names - Using Aliases on page 50. Lock/unlock data fields throughout the system. See Activating/Deactivating Data Columns on page 52. For environments with SQL authentication, you can change SQL passwords. See Added Security for SQL Server Authentication - Changing Passwords on page 53.
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Managing Databases
Indexing Reserved Columns

NOTE: The system is installed with the indexes ready-for-use. Use this procedure only when further customization is necessary.
Columns that are queried frequently can be given index values to increase query speed. You can index any reserved column (both those that you created manually and those provided by the system).
To index a reserved column: 1. In the Organization tree, select the Database Server on which the nice_interactions database is installed and click the Reserved tab.
2. Select the required column and click Indexes. The Index Wizard starts.
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Managing Databases
a.
Click New. The New Index area is enabled.
b. Enter an Index Name and select the desired columns for that index. TIP: The order of the columns affects the efficiency of the index. Use the Down and Up buttons to prioritize selected columns. c.
To save this index entry and create another one, click Save and repeat Step b.
-or-
To save this index and close this window, click OK.

3. In the Database Details area, click Save
Changing Column Names - Using Aliases

NOTE: The system is installed with Alias Column Names ready-for-use. Use this procedure only when further customization is necessary.
All documentation refers to the predefined column names. You can change the names of any column as needed. Each column can be identified by two different names:
A user-friendly column name that is predefined in the system. It is called the Alias Column Name. You can customize this name as needed. An internal column name which is a combination of the table name and data name. This name cannot be changed.
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Managing Databases
Each database contains several tables with numerous fields (columns). To identify a column in other applications such as the Business Analyzer or Playback Organizer, Rules Manager, and Users Administrator, you would need to know the combination of its database, table name, and internal column name. Internal column names are often duplicated between tables to unite bits of information. The System Administrator comes with user-friendly column names for each field. These user-friendly column names are known as Alias Column Names. Alias Column Names appear as column headings in the Business Analyzer or Playback Organizer and wherever data must be accessed directly by the user. You can customize the Alias Column Names by accessing the Administrator database. The Columns tab is active for the Administration database only.
EXAMPLE:
Locate iAgentId in the Column Name column and define its Alias Column Name as Agent ID. You will now see Agent ID wherever this field appears, such as in the Business Analyzer or Playback Organizer and the Rules Manager.
To rename a Column: 1. In the Organization tree, select the Database Server on which the nice_admin database is installed and click the Columns tab.
The Column Details appear.
2. Click a heading to sort the table and locate a column. 3. Enter your new, custom Alias Column Name over the previous one. Spaces and special
symbols are allowed. This field cannot be named name (the Alias name is already in use by the system).
4. Click Save
The new Alias Column Name will appear in other applications such as in the column headings of the Business Analyzer, Monitor, and Playback Organizer.
NOTE: In order for the columns to appear in the Business Analyzer, Monitor, and Playback Organizer, they must also be selected in the relevant places in each application.
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Managing Databases
Activating/Deactivating Data Columns

NOTE: The system is installed with the data fields ready-for-use. Use this procedure only when further customization is necessary.
Each data field can be activated or deactivated separately for viewing, editing, and querying ability. Activating and deactivating data columns is done by accessing the Administrator database. The Columns tab is only accessible for the Administration database. To view/edit/query a data column in other applications,
The user must be given privileges to view/edit/query the data via the Users Administrator. The column must be appropriately selected in the application. For example, in the Business Analyzer and Playback Organizer, you display columns using the Preferences window.
To activate/deactivate data columns: 1. In the Organization tree, select the database server that includes the Administration database and click the Columns tab. 2. Use the horizontal scroll bar to display the Viewable, Editable, and Queriable columns:
3. To allow view, edit, and query privileges to be granted for a column, select the appropriate Viewable, Editable, and Queriable checkboxes. 4. Click Save
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Managing Databases
Added Security for SQL Server Authentication - Changing Passwords

IMPORTANT This section is relevant only for systems using SQL authentication. See Which method of SQL Server Authentication is in use? on page 44.
As a measure of added security, NICE Perform provides you with the ability to change the passwords for your SQL server. There are two different levels of passwords.
nice sa login password - this password is of very high level and is for all SQL servers, at all sites. In a Multi Data Hub environment, changing this password at one site automatically changes it for all sites, provided that the System Administrator is running at the master site and at each secondary site. nice login password - this password can be changed separately for each SQL server. It is used to
access SQL database information. These passwords are used internally. Changing them from time to time adds security to your system. Both passwords are saved in each SQL server. To change the nice sa login password, continue with Changing the nice sa Login Password on page 53. To change a nice login password for an individual SQL server, continue with Changing a NICE Login Password for an Individual SQL Server on page 55.
Changing the nice sa Login Password

Use this procedure for sites using SQL Server authentication. See Which method of SQL Server Authentication is in use? on page 44. The nice sa login password is used internally to access all SQL servers. The nice sa login password is stored on each SQL server. The nice sa login password must be identical for all SQL servers defined at your site. In a Multi Data Hub environment, the nice sa login password must be identical for all SQL servers at all sites. Changing the nice sa login password requires only one procedure. In a Multi Data Hub environment, changing this password at one site automatically changes it across all sites.
IMPORTANT
The nice sa password is identical for all SQL servers defined at your site. In a Multi Data Hub environment, the nice sa login password is identical for all SQL servers at all sites. If you change the nice sa login password, save it in a safe place. If you add additional SQL servers, or define another site, you will need to use this same nice sa login password.
To change the nice sa login password: 1. In a Multi Data Hub environment, remove all subscribers from replication. See Removing
Subscribers from Replication on page 56. Then return to this procedure.
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Managing Databases
2. In the Organization tree, select the Database Servers branch.
2. Select SQL Server Security
1. Select the Database Servers branch
3. From the Actions menu, select SQL Server Security. The SQL Server Security window for nice sa Login appears.
4. Enter the new NICE sa Password (twice). Maximum password length is 14. -or-
To use a blank password, select Blank Password.

IMPORTANT Leaving the Password field empty is not the same as a blank password. If you want the password to be all blanks, select the Blank Password checkbox! 5. Click OK.
The nice sa password is changed for all SQL servers defined across all sites of your NICE Perform system.
6. Restart the System Administrator service. 7. In a Multi Data Hub environment, resubscribe the servers. See Defining Replication with
SQL Authentication on page 761.
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Managing Databases
Changing a NICE Login Password for an Individual SQL Server

Use this procedure for sites using SQL Server authentication. See Which method of SQL Server Authentication is in use? on page 44.
IMPORTANT At the end of this procedure, you will be instructed to recreate the links between the sites in the Data Mart! This is relevant for both single-site and for Multi Data Hub environments.
Each SQL server has its own nice login password. This is in addition to the nice sa login password. It is used internally to access the SQL server. Changing the passwords of SQL servers where your databases reside provides additional security to your system and data.
To change an SQL server password: 1. In the Organization tree, select the Database Servers branch and then select a Server.
2. Select SQL Server Security
1. Select a Server
2. From the Actions menu, select SQL Server Security. The SQL Server Security window for Nice Login appears.
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Managing Databases
3. Enter the new NICE Password (twice). Maximum password length is 14. -or-
To use a blank password, select Blank Password.

IMPORTANT Leaving the Password field empty is not the same as a blank password. If you want the password to be all blanks, select the Blank Password checkbox! 4. Click OK. 5. In the Organization tree, expand the Data Mart branch, select the Data Mart and then click the Sites tab. In a Multi Data Hub environment, do this on the Master Site only.
6. One at a time, select a site and click Recreate Links. 7. Restart the System Administrator service. 8. If Content Analysis or Screen Content Analysis services are installed, restart them now.
Removing Subscribers from Replication

Use this procedure for a Multi Data Hub environment with SQL Server authentication. When changing the nice sa password for SQL server security, it is necessary to remove the Subscribers from Replication.
NOTE: The Replication tab accessed in this procedure is active only on the Master site and only for the Administrative database.
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Managing Databases
To remove Subscribers from Replication: 1. On the Master site, expand the Master site branch and select the database server where the Administrative database (nice_admin) is installed. Click the Replication tab.
2. Click
. The Replication Remove Wizard appears.
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Managing Databases
3. Select the servers where the password will be changed and click Uninstall. A message
window appears.
4. Click OK. 5. Return to Changing the nice sa Login Password on page 53.
Modifying a Database Server Definition

You can modify a database server definition using similar procedures as when you defined it.
To modify a Database Server definition: 1. In the Organization tree, select the Database Servers branch and then select a Server. 2. Modify the relevant fields. For details of available parameters, see Defining a Database
Server on page 45.

3. Click Save
Deleting a Database Server Definition

WARNING Uninstalling a component without deleting its definition can cause your NICE system to malfunction.
Uninstalling a database server does not automatically remove its definition from your site. You must delete the database servers definition using the System Administrator. It is recommended that you do this procedure before uninstalling the Database server so that you do not temporarily leave invalid paths in your site configuration.
To delete a Database Server definition: 1. In the Organization tree, select the Database Servers branch and then select a server. 2. Click Delete
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Scheduling Database Backup

As part of the database installation process, SQL backup jobs are created and scheduled to run on a regular basis. All files are backed up to an external tape (this is the default) or to a location on your network. The backup jobs run as follows:
NICE Full Backup - Backs up the complete database to a backup file. By default, this job is
scheduled to run every Saturday at 12:00 PM.

NICE Differential Backup - Backs up the delta since the last Full backup. By default, this job
is scheduled to run every day, except Saturday, at 12:00 PM. Every time the job runs, the delta from the last Full backup is appended to the backup file.
NICE Log Backup (site specific): If your site includes Key Storage Management, data is
stored in the nice_crypto database. The nice_crypto database is set to full recovery mode with a transaction log. The NICE Log Backup job backs up the nice_crypto databases transaction log. By default, this job is scheduled to run every hour. You can modify the backup schedules or change the backup location to your network.
Guidelines for Changing a Backup Location
If you want to change the backup location to a remote destination on the network, follow these guidelines:
The location can be a local drive, however if the server fails, the backup file will be lost and the database cannot be restored. Therefore we recommend choosing a remote destination on the network. When defining a remote destination on the network, the location path must follow UNC conventions. Type the full path to the location. Do not use a mapped drive. The SQL Server and the SQL Server Agent Service must have read/write privileges to the remote destination. In a domain environment, the SQL Server service must run under a domain user account with proper access privileges to the remote destination. To verify that the SQL Server has proper access privileges, run the test in the Backup Destination window.
To modify backup schedules or location: 1. In the Database Servers branch, select a database. Then click the Backup tab. The Database
Backup Jobs appear.
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2. To change a backup job schedule, select a backup job and click Edit Schedule
Mark the day(s) and specify the time for the backup to run. Then click
Destination
3. To change the destination of the backup files, select a backup job and click Edit Job
. The Backup Destination window appears.
a.
Select Disk/Network. accessible by the user running the SQL Server service.
b. In the Location area, type the full path for the backup files. The location must be c.
If you are backing up to a remote destination, test the path: In the Test area, type the Login . ID and Password for the SQL server and click . .
d. Click 4. Click Save
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Guidelines for Restoring a Database

When restoring a database, follow these guidelines:
Restore two jobs from the backup file - the Full Backup job and the last Differential Backup job. The Full Backup job must be restored first.
EXAMPLE:
You want to restore the nice_admin database. One Full Backup and two Differential Backup jobs ran. 1. In the Enterprise Manager, open the Restore database window. 2. Mark the Full Backup job and the last Differential Backup job. 3. In the First backup to restore field, choose the Full Backup job.
Restore the Full Backup first
Full Backup job Last Differential Backup job
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Running or Stopping a Database Backup Job

Database backup jobs are prescheduled to run at set intervals. You can run a backup job on a one-time basis at any time, or you can cancel a backup job that is currently running. You can also disable a schedule to prevent the backup job from running at its prescheduled time.
To run or disable a database backup job: 1. In the Database Servers branch, select a database. Then click the Backup tab. The Database
Backup Jobs appear.
2. To run a backup job, select a backup job and click Start Job
. The backup job begins running. When the job is complete, its final status appears in the Last Run Outcome column. .
3. To stop a backup job that is currently running, select the backup job and click Stop Job
To disable a backup jobs schedule, select a backup job and click job will not run again until it is enabled.
4. To enable a backup jobs schedule, select a backup job and click
. The backup . The backup
job will run according to its next scheduled time.
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4
Configuring TDM Loggers
As part of your site configuration, after installing a Logger, each must be defined in the System Administrator. These procedures are applicable for NiceLog Loggers, including Interaction Capture Units, Playback Unit (retrieval) Loggers, and Spare Loggers.
Contents
Before You Define Your Logger..................................................................................... 64 Defining a NiceLog Logger ............................................................................................ 65 Setting Up Predefined Selective Recording ............................................................... 71 Integrating the Logger with Other Components ......................................................... 73 Configuring Audio Recording Channels ..................................................................... 74 Guidelines for Configuring Audio Activity............................................................. 81 Guidelines for Configuring Audio Parameters ..................................................... 85 Defining an Interaction Capture Unit ............................................................................ 88 Defining a Playback Unit Logger for Retrieval............................................................. 88 Defining a Spare Logger ................................................................................................ 89 Modifying a Logger Definition ....................................................................................... 91 Deleting a Logger Definition.......................................................................................... 91
Chapter 4: Configuring TDM Loggers NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Before You Define Your Logger
Before You Define Your Logger

Before you define your Logger: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Verify that your Logger is completely installed and running. Proceed to Defining a NiceLog
Logger on page 65.
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Defining a NiceLog Logger

IMPORTANT The availability of options is determined by your specific Logger configuration. Features that are not available are either disabled or will not be displayed in System Administrator.
Each Logger installed in your NICE Perform system must be defined using the System Administrator. The procedure for defining a new Logger includes the following:
Naming the server and entering the IP address or Host Name of the Logger. Configuring Input Trunks. Configuring Input Channels. Defining Predefined Selective Recording. Configuring Global parameters that are not channel specific. The Global parameters are described in the following table:
Automatic Deletion
Determine what happens when the amount of available hard disk space on a Logger falls below a certain level. The Logger can:
(Default) Provide space for new audio by automatically deleting the oldest recorded audio from the Logger after it has been archived.
-or-
DTMF for Recording on Demand (ROD)
Stop recording new audio.
When a call is placed on hold, the Logger stops recording and when the call is resumed, the Logger starts recording again. You define which characters will be used to stop and start recording when using DTMF Recording On Demand with the telephone option. Stop and Start recording parameters can also be based on tones from an Interactive Voice Response (IVR) system. DTMF codes are entered on the keypad by the agent.
Session Parameters
Define the following Session Parameters:
How long of a period of silence is considered the end of a segment. The maximum length of a segment. How to handle a timeout.
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DTMF Detection
DTMF numbers can be entered during the course of a phone call. For example, callers can enter their account numbers and other responses by pressing telephone keys. Up to 48 DTMF digits can be saved with each session. In cases where more than 48 DTMF digits are entered, select whether to save the first 48 digits or the last 48 digits of the sequence. Define which time slots on each Logger are to be used for sending Test tones. Test tones are continuously sent from the switch to the Logger in order to check the Loggers connections. This feature is available only with an ISAC2 board. Define whether the Logger is using encryption for audio recordings.
Test Tones
Audio Encryption
NOTE: After defining a Logger, add it to the CLS definition. If you have an NMS Server installed at your site, add the Logger to the NMS monitored list.
To define a NiceLog Logger: 1. Perform preliminary steps described in Before You Define Your Logger on page 64. 2. In the Organization tree, click the Logger Servers branch. Then from the Actions menu, select New NiceLog. TIP: To define other types of Loggers using these procedures, select the appropriate Logger from the Actions menu. The different branches serve as organizational folders only. Loggers that are defined under the wrong branch (you selected the wrong Logger type), retain their own attributes. For example, if you add a NiceLog Logger and enter the address of an Interaction Capture Unit, the Logger definition will still be correct for an Interaction Capture Unit, but the Logger will appear under the NiceLog branch.
The NiceLog Server License window appears.
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If your license key is on a file, click From File. The Licenses window appears.
Double-click the relevant licence
In the License Key list, locate and double-click your license key. The NiceLog Server License window reappears with the relevant serial number and license key. Click OK.
If your license key is not on file, enter the Serial Number and License Key for the NiceLog Server and click OK.
TIP: See Managing Licenses on page 31
The Define NiceLog window appears.
3. Identify the Logger as follows and then click OK. Name
Use a descriptive name. This name appears as the Logger name in the Organization tree and is used for identifying the NiceLog Logger elsewhere in the System Administrator. Enter the Host Name or browse for the IP Address of the NiceLog Logger.
Location
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The system connects with the Logger and the Logger Details appear in the General tab displaying information in the Capacity and Advanced Configuration areas.
New NiceLog Logger added
4. Click the Global tab. The parameters that are not channel-specific appear.
5. To define Automatic Deletion (when the amount of available hard disk space on a Logger falls below a certain level), select Delete oldest audio or Stop recording. 6. If you have DTMF Recording On Demand, enter codes for Start recording and Stop recording.
Chapter 4: Configuring TDM Loggers NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 68
The codes entered must be 2 digits with a pound sign (#) in the first, second, or third position.
7. In the Session Parameters area, define how each session length is determined. Enter values,
in seconds, for each of the following:

Minimum Length Between Two segments of active audio are considered separate audio Sessions segments if the specified number of seconds of silence is
detected between them.

Maximum Session Length The maximum number of seconds of active audio that can be
considered an audio segment.

Post Session Duration
In case of a timeout (inactive audio), do not close the segment until this amount of time has passed. If active audio resumes within this timeframe, then continue with the same segment.
8. To define DTMF Detection, select Save first 48 digits or Save last 48 digits. 9. To define Media Encryption, in the Audio Encryption area, select Yes. -or-
To turn off Media Encryption, in the Audio Encryption area, select No.
10. Click the Trunks tab and then move trunks between the Input Trunks Not Configured and the Configured Input Trunks lists.
Test Tones
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11. If you are configuring Test Tones, do the following: a.
Expand TestTones Configuration.

Indicates a time slot has been configured for predefined selective recording and cannot be set for test tones.
b. Select one or two time slots for each data line requiring test tones. Double-click a box to
select/clear it. The numbers of the data lines directly corresponds to the numbers received from your switch. Only time slots 0 and 62 can be used for test tones.
12. Click the Channels tab and then move channels between the Input Channels Not Configured and the Configured Input Channels lists.
13. Click Save
If you need to define Predefined Selective Recording, proceed to Setting Up Predefined Selective Recording on page 71.
-or-
Loggers that do not require defining Predefined Selective Recording, proceed to Integrating the Logger with Other Components on page 73.
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Setting Up Predefined Selective Recording

Predefined Selective Recording is defined in the Selective tab of the Logger definition. Predefined Selective Recording allows you to record audio from a specific department or a specific group of individuals in your organization.
NOTE: Selective Recording is not available in all Logger configurations.
Predefined Selective Recording enables you to:
Set the digital trunks for each Logger to be recorded. Select the timeslot you would like to record. Record the audio from two timeslots or two input devices to one input channel. This is called summing the input. Summed input allows you to record both parts of a call on one trunk.
Each Logger uses either Trunk or Dataline connections. Depending on your Logger the following applies:
Trunk connections: Dataline connections:
Each trunk can record up to 30 E1 timeslots or 24 T1 timeslots. You define the trunk/timeslot combination for each input channel. In the case of an unsummed call, you have to record two trunks on two separate input channels in order to record the entire call. When summed audio is available, you can define two trunk/timeslot combinations for each input channel.
Each Logger has 21 datalines (numbered 0 - 20) and each dataline has 64 timeslots (numbered 0 - 63), on which audio can be received. Each input channel can record the audio from one timeslot. You define the dataline/timeslot combination for each input channel.
Use the following guidelines when setting up Predefined Selective Recording:
All Trunks (input and output) appear in this list. Only input trunks can be selected for Predefined Selective Recording. Loggers which contain more than one trunk type, must have matching trunks and input channels. Error checking and messages occur only after the input channel is connected. (i.e., If you select an output trunk and do not mark the Connected checkbox, an error message will not appear.).
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To define Predefined Selective Recording: 1. In the Logger definition, click the Selective tab. All trunks and datalines appear.
Only those channels configured on the Channels tab appear in this list.
Click to expand
Dataline connection Trunk connection
2. Click an arrow
to expand a trunk/dataline list.
NOTE: Dataline connections are created in the same manner. You enter dataline/timeslot combinations instead of trunk/timeslot combinations. 3. To select input channels: In the trunk (or dataline) and timeslot columns, click a number and
a drop-down list appears. Select the trunk/timeslot (or dataline/timeslot) combination.
4. If summed audio is available, select a second trunk/timeslot combination in the Mate trunk
and timeslot columns.

5. Mark the checkbox in the Connected column for each assignment to complete the
connection.
IMPORTANT If you do not mark the Connected checkbox, your settings will be saved, but there will not be a connection to the input channel and the trunk/timeslot (or dataline/timeslot) combination will not be validated. Clicking Disconnect All clears the connected checkbox for all channels on all lists. 6. Click Save
7. If you have not yet done so, continue with Integrating the Logger with Other Components
on page 73.
8. You can now define and map the audio recording channels. Proceed to Configuring Audio
Recording Channels on page 74.

Integrating the Logger with Other Components

To complete the Logger definition, you must integrate the Logger with the other components.
To integrate the Logger with the other components: 1. Add the new Logger to the CLS definition: a.
In the Organization tree, expand CLS Definitions > CLS Servers and select a CLS server. Click the Loggers tab. click Save .
b. Move the new Logger from the Available Loggers list to the Attached Loggers list and
2. If your site has an NMS Server installed, add the new Logger to the NMS monitored list: a.
3. The Logger definition is complete. You can now define and map the audio recording channels.
Continue with Configuring Audio Recording Channels on page 74.
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Configuring Audio Recording Channels

Audio Recording Channels are configured in a separate branch under each Logger definition in the Organization tree. You can configure the optimal recording parameters for each input channel individually, or configure many input channels at once. Channel configuration is completed using the Input Channels Configuration Wizard.
TIP: You can define the recording channel configuration settings before you are ready to record. Leave channels that are not ready to be recorded in the Not Configured area of the Channels tab of the Logger definition.
Audio sources (such as telephones or microphones) are connected to input channels on the Logger. Each input channel handles a single audio source. Audio sources are physically connected to input channels via an audio input board on the Logger. This way each recording on the Logger contains audio recorded from a single source.
IMPORTANT Before you begin, familiarize yourself with which audio source is physically connected to which input channel on the Logger. It is recommended to prepare a table of these connections when connecting the audio cables to the NiceLog system.
For each (input) recording channel, you can do the following:
Define a meaningful name for the channel. Set the type of audio recorded on the channel and conditions for activating an alarm. Set criteria for creating a new session, compression types, and gain control. Set audio alarms.
To set up Audio Recording Channels: 1. In the Organization tree, expand Logger Servers > NiceLog > Logger name > Recording Channels.
The list of recording channels appears in the Details Pane. All channels (configured and not configured) appear in this list.
Setup
Recording Channels Tree - Click a channel to define a name and/or view its details
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TIP:
To view a recording channels configuration settings, double-click the recording channel. To switch to another recording channels configuration settings, click the channel in the Recording Channels tree. To define a Channel name for a recording channel, open its configuration settings. To return to the Recording Channels list, click Recording Channels in the Recording Channels tree.
2. Click Setup. The Input Channels Configuration Wizard starts.
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3. Click Next. The Select Channels to Setup window appears.
4. Select one or more input channels to configure. Then click Next. The Select Features to
Configure window appears.
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5. Mark the features that you want to configure for all the selected input channels. Then click Next. NOTE:
Features that are not available for all selected channels cannot be selected. Features that you do not select will not appear, or will be disabled for the rest of this wizard. Some features cause recording to stop for the selected input channels during configuration. Recording resumes automatically when configuration is complete.
6. If you marked Activity Detection or Activity Statistics, the following step appears. Complete the active areas as follows, then click Next.
Complete the active areas as follows, then click Next.

a.
In the Activity Detection area, select the mode of input being recorded, and when applicable, you can set a threshold level for recording. For an explanation of Activity modes and how to determine the optimal threshold, see Guidelines for Configuring Activity Detection on page 82. minimum and maximum activity rates and rate periods. For an explanation of Activity Statistics and how the activity rate and rate period work together, see Guidelines for Configuring Activity Statistics on page 84.
b. In the Activity Statistics area, mark Alarm enable to activate activity alarms. Set the
EXAMPLE:
If you specify for an audio input channel, the Max. activity rate as 85% and the Max. rate period as 2 hours, and Activity Detection detects that the channel is active 90% of the time during a two hour period, the Activity Statistics alarm will activate.
7. If you marked Session Creation Criteria, Compression, DTMF Recording Mode, or Gain Control, the following step appears.

a.
In the Session Creation Criteria area, mark one or more methods for identifying the beginning and ending of a session. For explanations of possible options, see Guidelines for Selecting Session Creation Criteria on page 85. applicable. For explanations of possible options, see Guidelines for Configuring Compression Types on page 86.
b. Select a Compression Type and Record On Demand Using DTMF option where
c.
In the Gain Control area, select AGC (automatic gain control) or MGC (manual gain control) and select a value. MGC value range is according to Logger configuration (between 0 and 25.5 dB, or between 0 and 30 dB). For tips on configuring Gain Control, see Guidelines for Configuring Gain Control on page 86.
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8. If your marked Pre-Post Alarms or Warning Tones, the following step appears.

a. PreAlarm and PostAlarm settings determine the amount of time added to a segment
before and after an alarm occurs.

b. If a tone must be sounded on the audio input channel during a telephone conversation to warn the other party that the conversation is being recorded, mark the Enable warning tones checkbox. Warning tones can be added only on analog audio inputs.
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9. Click Next to start the configuration process. The confirmation window appears.
10. Click Yes. Depending on the features selected, recording stops on all selected input channels
that are currently recording or paused. Configuration begins. When configuration is complete, recording restarts, to the same status (recording or paused), on all stopped input channels and the final report appears.
11. Click Finish. The Restart message appears.
12. Click OK. Then restart the RCM.
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Guidelines for Configuring Audio Activity

TIP:
To view configuration settings, in the Recording Channels list, double-click a channel. To change configuration settings, in the Recording Channels list, click Setup.
Audio Activity is determined by the combined Audio Detection and Audio Statistics settings.
NOTE: The types of audio available is determined by the Logger setup.
Audio activity determines the type of audio activity (i.e., Energy, VOX, etc.) that is recorded on each channel. To set audio activity, you will have to set the following parameters.
Activity Detection: Select Mode (what type of activity will be recorded) and Threshold (the
noise level at which activity is recognized). For details, see Guidelines for Configuring Activity Detection on page 82.
Activity Statistics: Set minimum and maximum levels so that if the amount of activity reaches
below or above these levels, an Activity Statistics alarm is triggered. These levels are computed by averaging the amount of activity over a period of time. They do not report a temporary change in activity level, as these changes occur naturally between recording sessions. For details, see Guidelines for Configuring Activity Statistics on page 84.
EXAMPLE:
If Activity Statistics alarm settings are set for 85% activity rate over a two hour period, and the Activity Detection detects that the channel is active 90% of the time during a two hour period, the Activity Statistics alarm is activated.
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Guidelines for Configuring Activity Detection
Activity detection is how you define what type of audio is recorded on the channel. Activity detection is set separately for each channel so that you can select to record different types of audio on different channels. Only the defined active audio will be recorded on the Logger. By recording only one type of audio, and not the periods of silence between active segments, you save hard disk space on the Logger and archiving media space. Activity detection also enables efficient playback of audio, so that silent segments can be skipped (compressed) and not reproduced during playback. For each channel, you select a mode. All modes are described below. For Energy and VOX audio, you will also define the threshold above which to recognize the audio as active. The process for configuring and testing thresholds is described in Configuring and Testing the Activity Detection Threshold on page 82. Select from the following Modes:
Energy
Based on average volume of the audio signal on the input channel. This type of detector is supported in all system configurations and is recommended for telephone inputs. The Energy detector, however, cannot differentiate between line noise and voice signals with the same level. External trigger (such as a radio receivers squelch output) is connected to the external activity detector input of the NiceLog Logger. (Optional) Recognizes the characteristics of human voice, and rejects all other input audio so that only human voice is considered active. (Optional) For telephone inputs. Detects when the telephone is in use (OFF hook) and not in use (ON hook). Audio on the input channel is recorded only when the connected telephone is in use. Based on average volume of the audio signal on the input channel and is connected to the external activity detector input of the NiceLog Logger. Disables Activity Detection for the selected audio input channel(s) so that all audio input is recorded.
External VOX On/Off Hook
Energy, External None
Configuring and Testing the Activity Detection Threshold VOX and Energy require a threshold configuration. The threshold determines which audio is
considered active on the audio input channel and is based on the input volume of the audio relative to the threshold.
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Configuring this threshold must be done with great care, since it is critical to system performance and reliability. Use the following Guidelines:
A threshold level that is too low could cause silent audio segments to be recognized as active. In this case, disk space is wasted, and silence compression during playback will not function. A threshold level that is too high could cause active segments to be considered silent. Since silent segments are not recorded to the Loggers hard disk when activity detection is enabled, important audio data could be lost.
The following are the recommended activity detector threshold values: For VOX (either a standard, HF or VHF detector), the recommended threshold is 50. For Energy use the following table as a guideline.
Threshold Vrms
(in milliVolts)
0 0.07
10 0.2
20 0.5
30 1.5
40 4.1
50 11.5
60 32.5
70 91
80 250
90 720
100 2010
It is also recommended that you perform a trial-and-error procedure to determine the optimal threshold for the selected input channel(s).
To determine the optimal activity detection threshold: 1. In the Activity Detection area, set the Threshold level to 39 (this is the default). 2. Verify that audio is being sent to the audio input channel. Then, have an agent start an
interaction and in the Monitor application, monitor the agent so that you can hear when audio is received by the channel.
NOTE: If you are configuring the threshold for multiple audio input channels with similar input sources, monitor one of the audio input channels, and then for the remainder of this procedure continue using only this audio input channel. 3. Listen for audio on the selected audio output device.
If you do not hear any audio on the audio output device while audio is being received by the audio input channel, set the activity detection threshold slightly lower (such as, -5). If audio is not being received by the audio input channel (that is, you hear only line noise), set the activity detection threshold slightly higher (such as, + 5) to see if the current configuration is permitting too much audio to qualify as active.
4. Continue monitoring the agent until you are satisfied with the threshold level. 5. Set the activity detection threshold to the same value for the other channels with similar input
sources.
6. For long-term verification of the accuracy of an audio input channels activity detection, check
the channels activity statistics from time to time.
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Guidelines for Configuring Activity Statistics
In Activity Statistics area you set minimum and maximum levels so that if the amount of activity reaches below or above these levels, an Activity Statistics alarm is triggered. These levels are computed by averaging the amount of activity over a period of time. They do not report a temporary change in activity level, as these changes occur naturally between recording sessions. For details, see Configuring and Testing the Activity Detection Threshold on page 82.
EXAMPLE:
Max. activity rate (%)
The maximum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally the maximum activity rate is 99%. This ensures that the Activity Statistics alarm for the channel will only be activated if active audio is detected 100% of the time during the Maximum activity rate period. The reference period (1 to 72 hours) for the maximum rate check. If, during the specified period, the activity rate on the selected audio input channel is above the maximum rate, the Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate (such as one hour). The minimum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally, the minimum activity rate is 0.1%. This ensures that the Activity Statistics alarm for the channel will not be activated unless no activity at all is detected during the Minimum activity rate period. The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that period, the activity rate is below the minimum rate, the Activity Statistics alarm is activated (if enabled). Normally, a longer period is appropriate (such as 72 hours).
Max. rate period (hrs)
Min. activity rate (%)
Min. rate period (hrs)
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Guidelines for Configuring Audio Parameters

TIP:
You can configure the following audio parameters for each channel:
Session Creation Criteria - see Guidelines for Selecting Session Creation Criteria
on page 85.
Compression Types - see Guidelines for Configuring Compression Types on page 86. Gain Control - see Guidelines for Configuring Gain Control on page 86.
Guidelines for Selecting Session Creation Criteria
Session Creation Criteria options are determined by the mode selected for activity detection on the audio activity tab. See Guidelines for Configuring Activity Detection on page 82. Available options for Session Creation Criteria is dependant on your Logger configuration. Possible options for Session Creation Criteria are:
Activity API
Audio segments are defined by the level of activity on the telephone. For more information, see Guidelines for Configuring Audio Activity on page 81. Opens a session on demand.
Chapter 4: Configuring TDM Loggers
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Idle DTMF On/Off Hook
Creates sessions according to DTMF defined on the Audio Params tab. Creates sessions according to on/off hook activity.
Guidelines for Configuring Compression Types
The compression type is the rate at which audio is recorded on the audio input channel. This is called the target compression. The compression types available are dependant upon site configuration. Available compression types are:
Compression Type ACA 5.6 ACA 6.4 ACA 7.2 ACA 8.0 G729A G723 ADPCM 16 ADPCM 32 PCM Compression Ratio 11.4:1 Compression 10:1 Compression 8.8:1 Compression 8:1 Compression 8:1 Compression 10:1 Compression 4:1 Compression 2:1 Compression No Compression Bit rate 5.6 Kbits/sec 6.4 Kbits/sec 7.2 Kbits/sec 8.0 Kbits/sec 8.0 Kbits/sec 6.3 Kbits/sec 16 Kbits/sec 32 Kbits/sec 64 Kbits/sec
Guidelines for Configuring Gain Control
The Gain Control allows you to specify an audio channels input level (gain) either automatically or manually. Select AGC to set Automatic Gain Control. This averages the volume level of the signal on the audio input channel so that high and low volume audio from the source are recorded automatically at the same volume level. For the best audio quality, input AGC should be specified when possible.
MGC (Manual Gain control) allows you to set the gain between the values of zero and 30 dB, according to Logger configuration.
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When configuring MGC, test recorded audio by playing a recording after configuring the input level. Use the following guidelines:
An input level that is set too low, causes the input audio to be recorded at a low volume, emphasizing the background noise. An input level that is set too high, causes the audio input circuitry to operate above its nominal limits (saturation), and the recorded signal is distorted.
NOTE: Input level configuration (AGC and MGC) has no effect on the activity detection process.
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Defining an Interaction Capture Unit
Defining an Interaction Capture Unit

Interaction Capture Units (ICUnits) are defined in the same manner, using the same procedures as for NiceLog Loggers. Only those options that are available for Interaction Capture Units appear.
To define an Interaction Capture Unit: 1. In the Organization tree, expand the Logger Servers branch and click the ICUnit branch. 2. Follow the instructions for defining a NiceLog Logger. See Defining a NiceLog Logger
on page 65.
NOTE: Only options for Interaction Capture Units are available.
Defining a Playback Unit Logger for Retrieval

Playback Unit Loggers are used for retrieval operations. They are defined in the same manner, using the same procedures as for NiceLog Loggers. Only those options that are available for Playback Unit Loggers appear.
To define a Playback Unit Logger: 1. In the Organization tree, expand the Logger Servers branch and click the Nice PlaybackUnit branch. 2. Follow the instructions for defining a NiceLog Logger. See Defining a NiceLog Logger
on page 65.
NOTE: Only options for Playback Unit Loggers are available.
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Defining a Spare Logger

Recording resiliency is ensured via spare Loggers that are defined on an N+1 chain. In an N+1 chain, you configure one spare Logger for a chain (represented by N) of normally operating Loggers. During normal system operation, only the normal Loggers record. If one of the Loggers in the chain fails, the spare Logger takes over the primary Loggers recording. Configuring N+1 resiliency involves:
1. Defining a spare Logger (below)
Defining a spare Logger involves naming the Logger and entering its IP address or host name. You do not need to configure channels as in the normal Logger, since the spare will mimic the normal Loggers recording configuration.
2. Defining an N+1/1:1 Chain on page 140 To define a spare Logger: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Ensure that the Logger is up and running. 3. In the Organization tree, click the Logger Servers branch. Then from the Actions menu, select New NiceLog.
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4. Enter the Serial Number and License Key for the NiceLog Logger and click OK, or see Managing Licenses on page 31. The Define NiceLog window appears.
TIP: The Browse button opens a window from which you can select a Logger. At the bottom of this window is the following checkbox:
Mark this checkbox to display all responding Loggers (both defined and not defined). Clear this checkbox to display only those responding Loggers that have not been defined in the System Administrator. 5. Define the Logger as described below. Name
Enter a descriptive name for this Logger. This name will appear in the Organization tree and will be used for identifying the spare Logger elsewhere in the System Administrator.
Location 6. Click OK.
Enter the Host Name or IP Address of the spare Logger.
NICE Perform connects with the spare Logger and the Logger details appear with the General tab displaying information in the Capacity and Advanced Configuration areas. Proceed to Defining an N+1/1:1 Chain on page 140.
NOTE: The only fields of a Spare Logger definition that can be edited are the Logger Name and Host Name/IP Address fields. This is because a Spare Logger is designed to mimic the other Loggers in its chain.
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Modifying a Logger Definition

You can modify a Logger definition using similar procedures as when initially defined.
To modify a Logger definition: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select the Logger Servers branch and then select a Logger. 3. Modify the relevant fields. For details of available parameters, see Defining a NiceLog
Logger on page 65.

4. Click
Deleting a Logger Definition

Uninstalling a Logger does not automatically remove its definition from your site. You must delete the Loggers definition using the System Administrator. It is recommended that you do this procedure before uninstalling the Logger so that you do not temporarily leave invalid paths in your site configuration.
To delete a Logger definition: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select the Logger Servers branch and then select a Logger. 3. From the Actions menu, select Delete or click
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5
Configuring VoIP Loggers
After you complete installing your Loggers, each must be defined in the System Administrator.
Contents
Defining and Configuring a VoIP Logger...................................................................... 94 Defining a New VoIP Logger ...................................................................................... 94 Integrating the Logger with Other Site Components .................................................. 98 Configuring Audio Recording Channels ...................................................................100 Guidelines for Configuring Audio Activity...........................................................106 Guidelines for Configuring Audio Parameters ...................................................108 Defining a Spare Logger ..............................................................................................109 Modifying a Logger Definition ..................................................................................... 112 Deleting a Logger Definition........................................................................................ 112
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Defining and Configuring a VoIP Logger

IMPORTANT The availability of options is determined by your specific Logger configuration. Features that are not available are either disabled or will not be displayed in System Administrator.
Defining and configuring a VoIP Logger involves:

1. Defining a New VoIP Logger on page 94 2. Integrating the Logger with Other Site Components on page 98 3. Configuring Audio Recording Channels on page 100 4. Resiliency only: a.
Defining a Spare Logger on page 109
b. Defining an N+1/1:1 Chain on page 140
Defining a New VoIP Logger

Defining a new Logger involves:
1. Entering a name, and IP address or host name of the Logger. 2. Configuring input channels. 3. Configuring Global parameters that are not channel specific.
The Global parameters are listed below:

Automatic Deletion Determine what happens when the amount of available hard disk space on a Logger falls below a certain level. The Logger can:
(Default) Provide space for new audio by automatically deleting the oldest recorded audio from the Logger after it has been archived. or, Stop recording new audio.
Session Parameters
Define the following Session Parameters: How long of a period of silence is considered the end of a segment. The maximum length of a segment. How to handle a timeout.
Audio Encryption
Define whether the Logger is using encryption for audio recordings.
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To define a VoIP Logger: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
To add or edit components in the System Administrator, you must work in Technician Mode.
2. From the Settings menu, select Technician Mode.
Figure 5-1 Technician Mode
3. In the Organization tree, click the Logger Servers branch. Then from the Actions menu, select New NiceLog.
If your license key is on a file, click From File. The Licenses window appears.
Double-click the relevant licence
In the License Key list, locate and double-click your license key. The NiceLog Server License window reappears with the relevant serial number and license key. Click OK.
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If your license key is not on file, enter the Serial Number and License Key for the NiceLog Server and click OK.
TIP: See Managing Licenses on page 31
The Define NiceLog window appears.
4. Define the Logger as described below. Name
Enter a descriptive name for this Logger. This name will appear in the Organization tree and will be used for identifying this Logger elsewhere in the System Administrator.
Location 5. Click OK.
Enter the Host Name or IP Address of the Logger.
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NICE Perform connects with the Logger and the Logger Details appear in the General tab displaying information in the Capacity and Advanced Configuration areas.
New NiceLog Logger added
6. Click the Global tab. The parameters that are not channel-specific appear.
7. To define Automatic Deletion (when the amount of available hard disk space on a Logger falls below a certain level), select Delete oldest audio or Stop recording. 8. In the Session Parameters area, define how each session length is determined. Enter values,
in seconds, for each of the following:

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Minimum Length Between Two segments of active audio are considered separate audio Sessions segments if the specified number of seconds of silence is
detected between them.

Maximum Session Length The maximum number of seconds of active audio that can be
considered an audio segment.

Post Session Duration
In case of a timeout (inactive audio), do not close the segment until this amount of time has passed. If active audio resumes within this timeframe, then continue with the same segment.
9. To define Media Encryption, in the Audio Encryption area, select Yes. -or-
To turn off Media Encryption, in the Audio Encryption area, select No.
10. Click the Channels tab and then move channels between the Input Channels Not Configured and the Configured Input Channels lists.
11. Click Save
12. Proceed to Integrating the Logger with Other Site Components on page 98.
Integrating the Logger with Other Site Components

This procedure describes how to:
Attach the Logger to the CLS. (optional) Add the Logger to the NMS Monitored Servers list
To integrate the Logger with the other components: 1. Add the new Logger to the CLS definition:
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a.
In the Organization tree, expand CLS Definitions > CLS Servers and select a CLS server. Click the Loggers tab. click Save .
b. Move the new Logger from the Available Loggers list to the Attached Loggers list and
2. If your site has an NMS server installed, add the new Logger to the NMS Monitored Servers
list:
a.
In the Organization tree, expand Network Management System and select an NMS. Click the Monitored Servers tab. click Save .
3. The Logger definition is complete. You can now define and map the audio recording channels. 4. Proceed to Configuring Audio Recording Channels on page 100.
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Configuring Audio Recording Channels

Audio Recording Channels are configured in its own branch under each Logger definition in the Organization tree. You can configure the optimal recording parameters for each input channel individually, or configure many input channels at once. The channel configuration is completed using the Input Channels Configuration Wizard.
TIP: You can define the recording channel configuration settings before you are ready to record. Leave channels that are not ready to be recorded in the Not Configured area of the Channels tab of the Logger definition.
Audio sources (such as telephones or microphones) are connected to input channels on the Logger. Each input channel handles a single audio source. Audio sources are physically connected to input channels via an audio input board on the Logger. This way each recording on the Logger contains audio recorded from a single source.
IMPORTANT Before you begin, familiarize yourself with which audio source is physically connected to which input channel on the Logger. It is recommended to prepare a table of these connections when connecting the audio cables to the NiceLog system.
For each (input) recording channel, you can do the following:
Define a meaningful name for the channel. Set the conditions for activating an alarm.
To set up Audio Recording Channels: 1. In the Organization tree, expand Logger Servers > NiceLog > Logger name > Recording Channels.
The list of recording channels appears in the Details Pane. All channels (configured and not configured) appear in this list.
Setup
Recording Channels Tree - Click a channel to define a name and/or view its details
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TIP:
To view a recording channels configuration settings, double-click the recording channel. To switch to another recording channels configuration settings, click the channel in the Recording Channels tree. To define a Channel name for a recording channel, open its configuration settings. To return to the Recording Channels list, click Recording Channels in the Recording Channels tree.
2. Click Setup. The Input Channels Configuration Wizard starts.
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3. Click Next. The Select Channels to Setup window appears.
4. Select one or more input channels to configure. Then click Next. The Select Features to
Configure window appears.
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5. Mark the features that you want to configure for all the selected input channels. Then click Next. NOTE:
Features that are not available for all selected channels cannot be selected. Features that you do not select will not appear, or will be disabled for the rest of this wizard. Some features cause recording to stop for the selected input channels during configuration. Recording resumes automatically when configuration is complete.
6. If you marked Activity Statistics, the following step appears. Complete the active areas as follows, then click Next.
In the Activity Statistics area, mark Alarm enable to activate activity alarms. Set the minimum and maximum activity rates and rate periods. For an explanation of Activity Statistics and how the activity rate and rate period work together, refer to Guidelines for Configuring Activity Statistics on page 107. The Activity Detection mode is automatically set to Energy. This mode and its threshold cannot be changed.
EXAMPLE:
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7. If you marked Compression the following step appears. Complete the following information, then click Next.
In the Record Settings area, select a Compression Type and Record On Demand Using DTMF option where applicable. For explanations of possible options, see Guidelines for Configuring Compression Types on page 108.
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8. Click Next to start the configuration process. The confirmation window appears.
9. Click Yes. Depending on the features selected, recording stops on all selected input channels
that are currently recording or paused. Configuration begins. When configuration is complete, recording restarts, to the same status (recording or paused), on all stopped input channels and the final report appears.
10. Click Finish. The Restart message appears.
11. Click OK. Then restart the RCM.
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Guidelines for Configuring Audio Activity

TIP:
Audio Activity is determined by the combined Audio Detection and Audio Statistics settings. Audio activity determines the type of audio activity that is recorded on each channel.
Activity Detection: Automatically set to Energy. This mode and its threshold cannot be changed. Activity Statistics: Set minimum and maximum levels so that if the amount of activity reaches
below or above these levels, an Activity Statistics alarm is triggered. These levels are computed by averaging the amount of activity over a period of time. They do not report a temporary change in activity level, as these changes occur naturally between recording sessions. For details, see Guidelines for Configuring Activity Statistics on page 107.
EXAMPLE:
If Activity Statistics alarm settings are set for 85% activity rate over a two hour period, and the Activity Detection detects that the channel is active 90% of the time during a two hour period, the Activity Statistics alarm is activated.
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Guidelines for Configuring Activity Statistics
In Activity Statistics area you set minimum and maximum levels so that if the amount of activity reaches below or above these levels, an Activity Statistics alarm is triggered. These levels are computed by averaging the amount of activity over a period of time. They do not report a temporary change in activity level, as these changes occur naturally between recording sessions.
EXAMPLE:
Max. activity rate (%)
The maximum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally the maximum activity rate is 99%. This ensures that the Activity Statistics alarm for the channel will only be activated if active audio is detected 100% of the time during the Maximum activity rate period. The reference period (1 to 72 hours) for the maximum rate check. If, during the specified period, the activity rate on the selected audio input channel is above the maximum rate, the Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate (such as one hour). The minimum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally, the minimum activity rate is 0.1%. This ensures that the Activity Statistics alarm for the channel will not be activated unless no activity at all is detected during the Minimum activity rate period. The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that period, the activity rate is below the minimum rate, the Activity Statistics alarm is activated (if enabled). Normally, a longer period is appropriate (such as 72 hours).
Max. rate period (hrs)
Min. activity rate (%)
Min. rate period (hrs)
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Guidelines for Configuring Audio Parameters

TIP:
You can configure the following audio parameters for each channel:
Compression Types - see Guidelines for Configuring Compression Types on page 108.
Guidelines for Configuring Compression Types
The compression type is the rate at which audio is recorded on the audio input channel. This is called the target compression. The compression types available are dependant upon site configuration. Available compression types are:
Compression Type G729A G723 PCM Compression Ratio 8:1 Compression 10:1 Compression No Compression Bit rate 8.0 Kbits/sec 6.3 Kbits/sec 64 Kbits/sec
NOTE: The default compression type is PCM.
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Recording resiliency is ensured via spare Loggers that are defined on either an N+1 or 1:1 (One and One) chain. In an N+1 chain, you configure one spare Logger for a chain (represented by N) of normally operating Loggers. During normal system operation, only the normal Loggers record. If one of the Loggers in the chain fails, the spare Logger takes over the primary Loggers recordings. In the 1:1 chain, you configure one spare Logger for one normal twin Logger. In this configuration, during normal Logger operation, the spare Logger records alongside the normal Logger. If the normal Logger fails, the recordings are taken from the spare Logger. 1:1 redundancy is relevant for Passive Recording Loggers only. Configuring N+1/1:1 resiliency involves:
1. Defining a spare Logger (below)
Defining a spare Logger involves naming the Logger and entering its IP address or host name. You do not need to configure channels as in the normal Logger, since the spare will mimic the normal Loggers recording configuration.
2. Defining an N+1/1:1 Chain on page 140 To define a spare Logger: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
Figure 5-2 Accessories Menu
3. Ensure that the Logger is up and running. 4. In the Organization tree, click the Logger Servers branch. Then from the Actions menu, select New NiceLog.
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5. Enter the Serial Number and License Key for the NiceLog Logger and click OK, or see Managing Licenses on page 31. The Define NiceLog window appears.
TIP: The Browse button opens a window from which you can select a Logger. At the bottom of this window is the following checkbox:
Mark this checkbox to display all responding Loggers (both defined and not defined). Clear this checkbox to display only those responding Loggers that have not been defined in the System Administrator. 6. Define the Logger as described below. Name
Enter a descriptive name for this Logger. This name will appear in the Organization tree and will be used for identifying this Logger elsewhere in the System Administrator.
Location
Enter the Host Name or IP Address of the Logger.

Chapter 5: Configuring VoIP Loggers 110
7. Click OK.
NICE Perform connects with the spare Logger and the Logger Details appear with the General tab displaying information in the Capacity and Advanced Configuration areas.
NOTE: The only fields of a spare Logger definition that can be edited are the Logger Name and Host Name/IP Address fields. This is because a spare Logger is designed to mimic the other Loggers in its chain. 8. Proceed to Defining an N+1/1:1 Chain on page 140.
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To modify a Logger definition: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, select the Logger Servers branch and then select a Logger. 4. Modify the relevant fields. For details of available parameters, see Defining and Configuring
a VoIP Logger on page 94.

5. Click

Uninstalling a Logger does not automatically remove its definition from your site. You must delete the Loggers definition using the System Administrator. It is recommended that you do this procedure before uninstalling the Logger so that you do not temporarily leave invalid paths in your site configuration.
To delete a Logger definition: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
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Figure 5-7
Technician Mode
3. In the Organization tree, select the Logger Servers branch and then select a Logger. 4. From the Actions menu, select Delete or click
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6
Configuring the Network Embedded Logger
This section covers the following topics:
Procedure 1: Completing the Network Embedded Logger Definition on page 116 Procedure 2: Mapping Channels on page 117 Procedure 3: Viewing the Network Embedded Logger Configuration on page 125 Procedure 4: Editing Network Embedded Logger CTI Nodes on page 127
Contents
Procedure 1: Completing the Network Embedded Logger Definition ..................... 116 Procedure 2: Mapping Channels................................................................................. 117 Procedure 3: Viewing the Network Embedded Logger Configuration ....................125 Procedure 4: Editing Network Embedded Logger CTI Nodes ..................................127
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Completing the Network Embedded Logger Definition
Procedure 1: Completing the Network Embedded Logger Definition

To complete the Network Embedded Logger definition, you must integrate the Network Embedded Logger with the CLS Server and, optionally, the Network Management System (NMS).
To integrate the Logger with the other components: 1. Add the new Network Embedded Logger to the CLS definition: a.
In the Organization tree, expand CLS Definitions > CLS Servers and select a CLS server. Click the Loggers tab.
Attached Loggers list and click Save
b. Move the new Network Embedded Logger from the Available Loggers list to the
2. If you have an NMS server installed, add the new Network Embedded Logger to the NMS
monitored list:
a.
3. The Network Embedded Logger definition is complete. You can now define and map the audio
recording channels. Proceed to Procedure 2: Mapping Channels on page 117.
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Mapping Channels
Procedure 2: Mapping Channels

You map channels from NICE Perform in the Data Center. Channel mapping for the Network Embedded Logger is according to the following main parameters:
Recording Type: Active Total Active VoIP Channels by Device: Number of channels allocated by the Network
Embedded Logger license. See the Installer Checklist for this information.
Source Side: Rx Inserter support: Site-dependent Static Mapping
Use the following procedure to define Channel Mapping.

To define channel mapping for the Network Embedded Logger: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, navigate to Site > CLS Definitions > Channel Mapping > 1. Channels Definition .
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Mapping Channels
All Loggers that are attached to a CLS Server appear in the Channels Definition list.
Click to expand a definition
4. Select the relevant Network Embedded Logger and click
to expand its definition.
The Update Channels Details window automatically opens.
Select Active
Must remain at zero
5. Complete this window as follows:
Recording Type - Select Active. Number of Total Active VoIP Channels by Device - Enter the number of channels
indicated in the Installer Checklist.

Number of Selective Active Channels by Call - Must remain at zero. Number of Selective Active Channels by Device - Must remain at zero. Speaker Separation Support - n/a Inserter Support - select Yes or No according to your site.
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Mapping Channels
6. Click OK.
All channels that are configured as input channels appear.
7. Click Save
to save the Channels definition. This saves changes, it does not apply them. to expand its definition.
8. In the Organization tree, navigate to Site > CLS Definitions > Channel Mapping > 2. Sources Definitions. Then select a switch and click
All defined switches appear.
Wizard
Add
Delete
Import
Edit
9. Select the relevant Physical Switch and click 10. Click Wizard
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Mapping Channels
The Create Sources Wizard starts.
11. Click Next.
The Source Type Selection appears.
Select Active Device
12. Select Active Device. Then click Next.
The Active Device Details window appears.
Source Side must be Rx
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Mapping Channels
13. Complete the following information and then click Next.
Increment - Defines whether for this series of Active VoIP Devices, the Device Number
or the Unique Device ID will be incremented. The identification not selected will remain the same for all devices in the series.
EXAMPLE:
You select to increment by Device Number. Each new source will have the next sequential Device Number beginning with the value supplied in the Device Number Details field. All of the devices will have the same Unique Device ID.
Device Number Details - This is the actual extension number. Select Decimal or
Hexadecimal and then supply the first Device Number in the series. and/or
Unique Device ID Details - This is the identification number of the physical device. Select Decimal or Hexadecimal and then supply the first Unique Device ID in the series.
Source Side - Select Rx (unsummed) - This means that input enters the Logger on two separate sources. Note that only the Rx appears in the sources definition, Tx is not seen. Port Support - Select SinglePort or MultiPort.
The Amount of Active VoIP Devices window appears.
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Mapping Channels
14. Enter the Number of Sources to create. The sources (Active VoIP Devices) will be numbered consecutively. Then click Next. EXAMPLE:
You select to increment by Device Number and define the following: Device Number Details = 100 Number of sources = 3 Step = 1 Three sources are created as follows: Device Number = 100 Device Number = 101 Device Number = 102
15. Review the summary and click Finish.
The Source definition list is updated.
Note: The name field is filled only when sources are defined one-by-one. To add a name to a
source, double-click a row to open the Source Details window.

16. Click Save
to save the Source definition. This saves changes, it does not apply them.
17. Confirm that the Logger is up and running.
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Mapping Channels
18. In the Organization tree, navigate to Site > CLS Definitions > Channel Mapping > 3. Static Mapping. Click the Attach tab.
The Attach Sources to Channels window appears.
19. Select the Physical Switch ID where the Sources are defined. 20. Select the Logger ID where the Channels are defined.
3 sources
6 channels
21. Select two Channels for each Source as follows:
Use the Shift or Ctrl keys to multi-select. The first Source will be attached to the first two Channels, the second Source will be attached to the third and fourth Channel, and so on. (If you select 4 sources, you must select 8 channels.)
22. Click Attach.
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Mapping Channels
23. Repeat from Step 21 until all Static mappings are defined. 24. To view all Static Mapping connections, click the Summary tab.
3 sets of Rx and Tx
25. Click Save
to save the Static Mapping definition. This saves changes, it does not apply
them. Next you will update the configuration.

WARNING Update is very powerful! It affects your entire system. Only update when you have completed all Channel Mapping configurations. Update can close open calls! If you delete a configuration while recording is in progress, the Interactions Center will stop recording and insert an exception in the database for all open calls. 26. In the Organization tree, select CLS Definitions > Channel Mapping.
27. Click Update Configuration.
Channel Mapping is complete!
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Viewing the Network Embedded Logger Configuration
Procedure 3: Viewing the Network Embedded Logger Configuration

After activating the Network Embedded Logger, its configuration is displayed in the System Administrator.
To view the Network Embedded Logger configuration: 1. Log into NICE Perform. 2. In the Organization tree, expand [Master Site] > Logger Servers > NiceLog.
The defined Loggers appear listed. The Network Embedded Loggers appear with the following icon:
NOTE: If the icon appears with a red X , the CTI nodes are not defined.
3. Select the Network Embedded Logger whose parameters you want to view.
The parameters are displayed in the right pane.
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Viewing the Network Embedded Logger Configuration
If a spare Network Embedded Logger is configured, it has the same parameters as the primary Network Embedded Logger.
Spare Logger Labeled Idle
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Editing Network Embedded Logger CTI Nodes
Procedure 4: Editing Network Embedded Logger CTI Nodes

The following procedure describes how to edit the Network Embedded Logger CTI nodes in the CTI Config tab. You can also edit CTI nodes from the CLI of the AXP. See the Network Embedded Logger Installation Guide.
Understanding CTI Node Parameters for the Network Embedded Logger

Parameter IP Address Port Range Description IP addresses of the CUCM Publisher and CUCM Subscriber at the site. You can define up to five (5) ports per node.
Lower Limit - keep the default value. Upper Limit

Transport Protocol
When defining one port for this node, keep Lower Limit and Upper Limit defaults. When defining multiple ports, enter the last port value in the Upper Limit field.
Skinny: Corresponds to the TCP Application Protocol. SIP: Corresponds to the TCP/UDP Application Protocol.
Application Protocol
The applications protocol that the PABX uses to signal the endpoints (Stations). The options are:
Skinny SIP
To edit the CTI nodes for the Network Embedded Logger: 1. Log into NICE Perform. 2. In the Organization tree, expand [Master Site] > Logger Servers > NiceLog.
The defined Loggers appear listed. The Network Embedded Loggers appear with the following icon:
NOTE: If the icon appears with a red X , the CTI nodes are not defined.
3. Select the Network Embedded Logger whose parameters you want to edit.
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Editing Network Embedded Logger CTI Nodes
4. Click the CTI Config tab.
5. From the Protocol drop-down list, select Cisco Sip or Skinny, depending on the Application
Protocol of the site.

6. In the Source List area, select the node to edit and click Edit
The Source window appears.
7. Edit CTI node parameters as described in Understanding CTI Node Parameters for the
Network Embedded Logger on page 127.

8. Click OK.
Deleting CTI Sources from the Network Embedded Logger

You delete CTI sources from the CTI Config tab.
To delete CTI sources: 1. In the Organization tree, navigate to [Master Site] > Logger Servers > NiceLog. 2. Select the relevant Network Embedded Logger. 3. Click the CTI Config tab. 4. Select a row and click Remove
The CTI node is deleted.

5. Click Save
.
Chapter 6: Configuring the Network Embedded Logger 128
7
Configuring the NiceScreen Logger
This chapter describes how to configure the NiceScreen Logger in the System Administrator.
Contents
Defining a NiceScreen Logger.....................................................................................130 Modifying a Logger Definition .....................................................................................135 Deleting a NiceScreen Logger Definition ...................................................................136
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Defining a NiceScreen Logger

Use the following procedure to define NiceScreen Loggers. As part of this procedure, you will define the NiceScreen Logger on an Interactions Center by attaching it to a CLS server. One NiceScreen Logger can be used to record from up to six Interactions Centers. This is known as Logger Sharing. To configure your system for this, attach the NiceScreen Logger to a CLS server in each Interactions Center. This is described as part of the following procedure.
To define a NiceScreen Logger: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, select the Logger Servers branch. 4. From the Actions menu, select New Screen Logger.
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The Screen Logger Server License window appears.
If your license key is on a file, click From File. The Licenses window appears. In the License Key list, locate and double-click your license key. The NiceScreen Logger Server License window reappears with the relevant serial number and license key. Click OK.
-or-
If your license key is not on file, type the Serial Number and License Key for the NiceScreen Server and click OK.
The Define Screen Logger Server window appears.
5. Enter the following information: Server Name
Use a descriptive name. This name appears as the Logger name in the Organization tree and is used for identifying the NiceScreen Logger elsewhere in the System Administrator.
Host Name/IP Enter the computer name or IP address of the NiceScreen Logger. Address
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Port
The port on the switch to which the NiceScreen Logger is connected. The default port is automatically displayed. If you know that this port is already in use, you can change the port. . The NiceScreen Logger details appear.
6. Click
7. You can change the log report level to receive more detailed reports: a.
Click the Global tab. The Log Configuration appears.
b. From the Report Mode menu, select Normal Mode or Verbose Mode.
Report Mode controls logging severity. Verbose Mode will generate logs in greater detail.
8. Click Save
9. Add the new NiceScreen Logger to the Interactions Center (CLS) definition: a.
In the Organization tree, expand CLS Definitions > CLS Servers and select a CLS server.
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b. Click the Loggers tab. The newly defined NiceScreen Logger is listed under Available Loggers.
CLS Server
NiceScreen Logger
c.
Select the Logger and click Logger. .
. Your NiceScreen Logger is now listed as an Attached
d. Click Save
10. Screen Loggers can be shared with up to six Interactions Centers that are installed on the same
Site. To attach a NiceScreen Logger to another Interactions Center:

a.
In the Organization tree, select a different CLS server.
b. Click the Loggers tab and select Display shared Loggers that are attached to a CLS.
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NiceScreen Loggers that are shared with other CLSs are indicated by an asterisk *.
CLS Server
* indicates that this NiceScreen Logger is attached to another CLS Server
c.
Select the Logger and click
A message box appears. Click Yes. Your NiceScreen Logger is now listed as an Attached Logger.
d. Click Save
11. If you have an NMS Server installed at your site, add the new NiceScreen Logger to the NMS
monitored list:
a.
In the Organization tree, expand Network Management System and select an NMS. Click the Monitored Server tab.
Figure 7-1 Monitored Servers Tab
b. Select the Associated Resource running NiceScreen Logger, select Monitor Server and
click Save
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To modify a Logger definition: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, select the Logger Servers branch and then select a Logger. 4. Modify the relevant fields. For details of available parameters, see Defining a NiceScreen
Logger on page 130.

5. Click
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Deleting a NiceScreen Logger Definition
Deleting a NiceScreen Logger Definition

Uninstalling a NiceScreen Logger does not automatically remove its definition from your site. You must delete its definition using the System Administrator. It is recommended that you do this procedure before uninstalling the NiceScreen Logger so that you do not temporarily leave invalid paths in your site configuration.
To delete a NiceScreen Logger definition: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, select the Logger Servers branch and then select the NiceScreen
Logger you need to delete.

4. From the Actions menu, select Delete or click
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8
Resiliency and N+1/1:1
NICE Perform enables system resiliency for its Loggers. The N+1 system resiliency feature ensures continuous recording even in the event of a failure. This is achieved by configuring one spare Logger for a chain (represented by N) of Loggers. During normal system operation, only the normal Loggers record. If one of the Loggers in the chain fails, the spare Logger takes over the primary Loggers recordings. In 1:1 (One and One) system resiliency, each Logger installed at the site has a spare twin. In this configuration, the spare Logger records even during normal Logger system operation. If the normal Logger fails, the recordings are taken from the spare Logger. This feature provides zero down-time in the event of a failure, up until the time the normal Logger resumes recording. This feature is relevant for Passive Recording Loggers only. The procedures for configuring and managing an N+1/1:1 chain are identical.
IMPORTANT N+1: One chain is made up of several normal Loggers and 1 spare Logger. 1:1: One chain is made up of 1 normal Logger and 1 spare Logger.
Contents
What is N+1? .................................................................................................................138 Defining an N+1/1:1 Chain ...........................................................................................140 Viewing the Spare Logger in the System Administrator...........................................143 Managing an N+1/1:1 Chain.........................................................................................144 Updating a Logger Definition for a Member of an N+1/1:1 Chain ............................144 Adding a Logger to an N+1/1:1 Chain......................................................................144 Removing a Logger from an N+1/1:1 Chain.............................................................145 Deleting an N+1/1:1 Chain .......................................................................................146
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What is N+1?
What is N+1?
NICE Perform offers system reliability whereby continuous recording is ensured even in the event of a failure. This is provided by creating an N+1 chain, comprised of normally functioning Loggers and one spare Logger. During normal operation, the spare Logger constantly queries the normally functioning Loggers in the chain, verifying whether or not they are functioning properly. In the event that a Logger fails, the spare Logger assumes the identity of the failed Logger and records its audio.
IMPORTANT If a spare Logger assumes the identity of a Logger that failed to function due to being physically disconnected, to resume normal operation, after reconnecting the cable, the Logger must be restarted. The N+1 Architecture for Software-Only Loggers
The example below illustrates an N+1 chain that comprises 4 normally functioning software-only Loggers and one spare Logger. All Loggers communicate with one another via the LAN, WAN, or a private network.
Normal Logger 1 Normal Logger 2 Normal Logger 3 Normal Logger 4 Spare Logger
LAN/WAN/private network
NOTE: If two or more Loggers in a chain fail, the spare Logger will replace the Logger that failed first. Recordings on the other failed Loggers will be lost. The N+1 Architecture for Loggers Containing NICE Proprietary Hardware
The example below illustrates an N+1 chain comprised of four normally functioning Loggers and one spare. All Loggers, including the spare, must be physically connected to one another via the N+1 board.
Normal Logger 1 Normal Logger 2 Normal Logger 3 Normal Logger 4 Spare Logger
NOTE: If two or more Loggers in a chain fail simultaneously, the spare Logger will replace the Logger closest to it in the chain. Recordings on the other failed Loggers will be lost.
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What is N+1?
General Guidelines for N+1

Each N+1 chain can have only one spare Logger. One spare Logger can be part of one N+1 chain only. It is recommended that all the Loggers in a chain, including the spare Logger, have identical interfaces. However, if some of the Loggers in a chain differ, the spare Logger must include the interfaces of all the Loggers in its chain. In an N+1 chain of VoIP Loggers, the spare Logger will always record at the highest compression available, regardless of individual Logger definitions. If the Logger signals are routed, then the routers must support multi-casting. All Loggers, including the spare Logger, must be defined in the Loggers branch of the System Administrator. A spare Logger is identified by its unique icon . The N+1 chain must be defined in the Resiliency branch of the System Administrator. When defining the N+1 chain, you must select the spare Logger as a starting point. N+1 goes through the process of confirming that the normal functioning Loggers are working. Loggers with NICE proprietary hardware:
All Loggers must be physically connected in a chain, with the spare Logger at one end. Ensure that the spare Logger and normal functioning Loggers are installed at the same physical location.
See the relevant Logger installation guide for specific configurations.
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Defining an N+1/1:1 Chain

This section describes how to define an N+1/1:1 chain in the System Administrator. Important: If the Media Encryption solution is employed in the NICE Perform system, you must encrypt the system before defining the N+1 chain.
IMPORTANT Configuring N+1/1:1 resiliency involves: 1. Defining all normal and spare Loggers in System Administrator. Before defining the N+1/1:1 chain, make sure that you complete defining all Loggers at your site. See Configuring VoIP Loggers on page 93. 2. Defining and N+1/1:1 chain (below).
To define an N+1/1:1 chain: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. Confirm that all Loggers in the chain, including the spare Logger, are defined in the System
Administrator, Loggers branch. To define a Logger, see Defining a NiceLog Logger on page 65. To define a spare Logger, see Defining a Spare Logger on page 89.
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3. In the Organization tree, navigate to Resiliency > N+1.
4. From the Actions menu, select New chain. The Define Chain Information window appears.
When the chain for spare Logger 1230 is created, the Loggers on the chain are verified
5. In the Chain Name area, enter a name for the chain. This name is used to identify the chain in
the System Administrator.
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6. The Spare ID list shows all spare Loggers whose chains are not yet defined. Select a spare
Logger. Then click . System Administrator confirms that all Loggers in the chain are connected and running. This procedure might take a few minutes. The chain is defined and displayed.
NOTE: If the chain is not created successfully, confirm that all Loggers in the chain are installed properly and running. Then repeat this procedure.
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Viewing the Spare Logger in the System Administrator
Viewing the Spare Logger in the System Administrator

After you create an N+1/1:1 chain, you can view its associated normal functioning Loggers and spare Logger in the System Administrator site definition, in the Logger Servers branch.
Spare Logger Icon
The spare Logger is represented by a unique icon, so that it can be easily identified in the Loggers branch. The spare Logger icon appears as follows:
Viewing the Current State of a Logger
The current states of the Loggers in the N+1/1:1 chain, including the spare Logger, are displayed in the General tab of the Logger definition.
To view the current state of a Logger: 1. In the Organization tree, expand the site branch where the chain is located. Navigate to Logger Servers > NiceLog and select the Logger. 2. The Loggers current state appears in the General tab. During normal operation, the normal functioning Loggers state appears blank and the spares state appears Idle. When a failure occurs, the failed Loggers state appears Overridden and the spares state appears Overriding.
The spare Logger is not recording The spare Logger is recording
Spare Logger Normal Logger
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Managing an N+1/1:1 Chain

This section describes how to modify definitions for Loggers that are part of an N+1/1:1 chain. See:
Updating a Logger Definition for a Member of an N+1/1:1 Chain on page 144 Adding a Logger to an N+1/1:1 Chain on page 144 Removing a Logger from an N+1/1:1 Chain on page 145 Deleting an N+1/1:1 Chain on page 146
NOTE: When adding or removing Loggers to or from a chain, you must delete the chain, and then recreate it after changes have been made.
Updating a Logger Definition for a Member of an N+1/1:1 Chain

If you update the definition of a Logger currently being Overridden, after the Logger is repaired and functioning properly, you must redefine this Logger definition.
Adding a Logger to an N+1/1:1 Chain

Loggers cannot be added to an existing N+1/1:1 chain. To add a Logger to an N+1/1:1 chain, you must delete and then recreate the chain. The spare Logger must be in Idle state during this procedure.
TIP: To determine the current state of the spare Logger, locate its Logger definition. Its current state appears on the General tab. Spare Loggers can be in either Idle or Overriding state. See Viewing the Spare Logger in the System Administrator on page 143.
To add a Logger to a chain: 1. Confirm that the state of the spare Logger is Idle. 2. Delete the current N+1/1:1 chain: a.
In the Organization tree expand the site branch where the chain is located. Navigate to Resiliency > N+1 and select the chain.
b. From the Actions menu, select Delete chain. The chain definition is deleted. 3. Install the new Logger at the site and define it in the Loggers branch of the System
Administrator. See Defining a NiceLog Logger on page 65. NICE systems with NICE proprietary hardware only: Connect the new Logger physically to the N+1 chain. See the relevant installation guide for specific configurations.
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4. Recreate the chain, following the procedure in Defining an N+1/1:1 Chain on page 140.
The chain is recreated and now includes the new Logger.
Removing a Logger from an N+1/1:1 Chain

Loggers cannot be removed from an existing N+1/1:1 chain. To remove a Logger from a chain, you must delete and then recreate the chain. During this procedure, the spare Logger must be in Idle state.
TIP: To determine the current state of the spare Logger, locate its Logger definition. Its current state appears in the General tab. Spare Loggers can be in either Idle or Overriding state. See Viewing the Spare Logger in the System Administrator on page 143.
After you remove a Logger from a chain the following occurs:
If necessary, you can remove the Logger definition from the Loggers branch.
-or-
The Logger continues to work. However, recording will not continue if the Logger temporarily fails.
To remove a Logger from a chain: 1. Confirm that the state of the spare Logger is Idle. 2. Delete the current N+1/1:1 definition: a.
In the Organization tree expand the site branch where the chain is located. Navigate to Resiliency > N+1. Then, in the tree, select the chain.
b. From the Actions menu, select Delete chain. The chain is deleted. 3. NICE systems with NICE proprietary hardware only: Physically remove the Logger from the
chain.
4. Recreate the chain, following the procedure in Defining an N+1/1:1 Chain on page 140.
A new chain is created. If necessary, you can now remove the Logger definition from the Loggers branch.
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Deleting an N+1/1:1 Chain

You can delete an N+1/1:1 chain at any time. After deleting a chain, the normally functioning Loggers in the chain will continue to work. However, resiliency is no longer ensured. Once a chain has been deleted, you can remove Logger definitions from the Loggers branch.
To delete an N+1/1:1 chain: 1. In the Organization tree, expand the site branch where the chain is located. Navigate to Resiliency > N+1. Then, in the tree, select the chain.
2. From the Actions menu, select Delete chain.
The chain definition is deleted.
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9
Archive Configuration
For each Logger in your site, you must configure its default automatic archiving assignment via the System Administrator. In addition, if the Logger uses a Remote Tape Server (RTS), you must define the RTS parameters via the System Administrator. The archiving configuration and RTS definition are configured in the Loggers Backup Server branch of the System Administrator application.
Contents
Defining a Default Logger Archiving Assignment.....................................................148 Configuring the RTS.....................................................................................................155
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Defining a Default Logger Archiving Assignment

Archiving configuration is defined per Logger via the Automatic Archiving Configuration Wizard. When defining the default automatic archiving configuration, you are prompted to define an archiving scheme, the start/finish archiving modes and an overwrite policy.
What are the archiving schemes?
NICE Perform provides three archiving schemes for your selection, as follows:
Continuous - Audio on the hard disk is continuously backed up to the media loaded in the device. When the media is full, it is ejected automatically and a trap message appears on the NMS notifying the administrator that the media should be replaced.
If the Logger has two devices, you can define one of the following scenarios:
If you set both devices for Continuous archiving, then archiving begins on one media. When the media is full, archiving continues on the second media. Each time a media is full, it is ejected automatically and a trap messages appears on the NMS prompting an administrator to replace the media in the device. If you set one device for Continuous archiving, the second device can be dedicated to retrieval. Retrieval is defined via the Backup Manager.
Channeled Archiving - Each device is configured to backup audio previously recorded on
specific channels. All the channels in the Logger must be designated to one of the devices.
Mirroring - Two devices archive the same recorded audio from the Loggers hard disk at the same time. You must also define a mirroring timeout value, meaning the number of minutes that one archiving device should wait for the other device in the event of archiving failure. If the inactive archiving device does not resume archiving within the specified timeout period, mirroring stops, and the active archiving device takes over. What are the Start/Finish Archiving Modes?
After you select the archiving scheme, you must determine when archiving will begin and when it will end.
You can determine that archiving will begin automatically - meaning as soon as media is inserted into the device, or you can determine that archiving will begin at a specific date/time. You can determine that archiving will end automatically - meaning as soon as the media is full, or you can determine that archiving will end at a specific date/time. If you define a Start Archiving Mode to begin at a specific date/time, the Finish Archiving Mode automatically changes to 6 hours later of this start time.
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What are the Overwrite Options?
After you select an archiving scheme, you must define your overwrite policy:
You can define an expiration period for the media, meaning that this media cannot be overwritten before the defined time period passes. You can specify 1-500 months or 15-240 days. Archived recordings can be overwritten immediately when different media is placed in the device. (If you eject a media and then place the same media back in the device, the new contents are appended. If you place a different media in the device, the media is overwritten.)
To define the automatic archiving assignment: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, expand the site branch where the Logger is located. Navigate to Logger Servers > NiceLog. A list of defined Loggers appears. Select a Logger for
configuration.
4. Expand the selected Logger and select Backup Server. Device Information appears in the
right pane.
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5. Click
. The Automatic Archiving Configuration Wizard starts.
6. Click
. Step 1 of the wizard appears.
7. In the Devices Default Assignment area, select the device/s that you are currently
configuring.
8. In the Automatic Archiving Scheme area, select one scheme. See What are the archiving
schemes? on page 148.

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If you selected Mirroring, in the Mirroring Timeout field, enter the number of minutes that one archiving device should wait for the other device in the event of archiving failure. If the inactive archiving device does not resume archiving within the specified timeout period, mirroring stops and the active archiving device takes over.
9. In the Start Archiving Mode area, define when archiving should begin, as follows:
To begin archiving immediately after media is inserted into the device, select When the
media is inserted.
To begin archiving at a specific date/time, select Periodically at. Then, enter a time and select the days that this should occur.
NOTE:
If you selected to begin archiving at a a specific date/time, the Finish Archiving Mode automatically changes to 6 hours later of this start time. The start and finish time refers to the time on the actual Logger server and not the Logger software.
10. In the Finish Archiving Mode area, define when archiving should end, as follows:
To end archiving immediately after the media is full, select When the media gets full. To end archiving at a specific date/time, select Periodically at. Then, enter a time and select the days that this should occur. . Step 2 of the wizard appears.
11. Click
12. For each device, select one of the following overwrite options:
Overwrite always: Archived recordings can be overwritten immediately when a different
media is placed in the device.

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If you eject a media and then place the same media back in the device, the new contents are appended. If you place a different media in the device, the media is overwritten.
Do not overwrite media for the next day/month period
Specify the number of months (1- 500) or days (15 - 240) that should pass before audio can be overwritten.
13. Click
If the archiving scheme is Continuous, the configuration is complete. Click Finish. If the archiving scheme is Channeled, you must assign all the channels to devices, as described in Steps 14 - 17.
14. If you selected the Channeled scheme, the following window appears. All the channels must
be assigned to a device (Device 1 or Device 2).
Define the channels for Device 1. All channels must be assigned to a device (Device 1 or Device 2)! Select channels from the Available Input Channels list and click Input Channels to Setup list. To move all the channels, click . to move them to the
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15. Click
. Step 4 of the wizard appears
Define the channels for Device 2. All channels must be assigned to a device (Device 1 or Device 2)! The Available Input Channels list only shows the available channels - meaning those channels that have not been assigned to Device 1. Select channels from the Available Input Channels list and click Input Channels to Setup list. To move all the channels, click . to move them to the
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16. Click
17. Click Finish.
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Configuring the RTS
Configuring the RTS

The Remote Tape Server (RTS) is installed on a computer dedicated to the remote logging of audio on an archiving media over the LAN. If a Remote Tape Server (RTS) is installed at the site, the RTS must be configured via the System Administrator. You must define the IP address of the RTS and the device number (device index).
To define the RTS: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, expand the site branch where the Logger is located. Navigate to Logger Servers > NiceLog. A list of defined Loggers appears. Select a Logger for
configuration.
4. Expand the selected Logger and select Backup Server. Device Info appears in the right pane.
showing the decks and their corresponding device information.
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Configuring the RTS
5. Click
. The Add Remote Tape Server window appears.
6. In the Device Index on RTS Machine field, enter the device number on the RTS. 7. In the IP Address field, enter the IP address of the computer where the RTS resides. 8. Click OK. A message appears notifying you that the Logger will restart. 9. Click OK. The RTS information appears in the Devices Info area (in the right pane).
Deleting an RTS Definition

You can delete an RTS definition.
To delete an RTS definition: 1. In the Organization tree, navigate to the appropriate Logger and select the Backup Server
branch.
2. Click Remove RTS. A message appears notifying you that the Logger will restart. 3. Click OK.
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10
Interactions Center Server Configuration
The CLS Server is installed on your software server as part of the NICE Interactions Center. After installation is complete, you define the CLS parameters via the System Administrator application. For installation procedures, see the Interactions Center Installation Guide.
Contents
How Do I Define a CLS Server?...................................................................................158 Defining a CLS Server ..................................................................................................159 Defining Reporting Levels ........................................................................................164 Modifying Configuration Parameters for a Cluster ...................................................166 Editing Configuration Parameters ..............................................................................169 Defining a Schedule for Inserting Basic Recordings (TRS Functions) ...................171 Modifying a CLS Server Definition..............................................................................173 Deleting a CLS Server Definition.................................................................................173
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How Do I Define a CLS Server?
How Do I Define a CLS Server?

To define a CLS Server you will do the following:
Name the CLS Server and define its IP address or Host name. Define whether the CLS Server is for total or selective voice and screen recordings. Define which Loggers are attached to the CLS Server. Except for NiceScreen Loggers, each Logger can be attached to only one CLS Server and will record interactions from that Interactions Center. NiceScreen Loggers support Logger Sharing. This means that one NiceScreen Logger can be used to record from up to six Interactions Centers. To configure your system for this, attach the NiceScreen Logger to a CLS Server in each Interactions Center. With Logger Sharing, all CLS Servers that a NiceScreen Logger are attached to must be defined on the same Data Hub.
Map Business Data fields. Customize reporting levels (optional). Customize configuration parameters (optional).
NOTE: After defining a Logger, add it to a CLS Server definition. If your site has an NMS installed, add it to the NMS monitored list.
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Defining a CLS Server

IMPORTANT All NICE Interactions Center cluster solutions require NICE approval.
To define a CLS Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select the CLS Definitions branch. 3. From the Actions menu, select New CLS Server. The Create CLS Wizard starts.
4. Click Next.
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5. Enter the name of the CLS and click Next. The CLS name is used to identify the CLS in the
Organization tree and elsewhere in the applications. Use a logical name.
6. If you are not defining a Cluster, enter the IP Address or Host Name of the CLS Server. Then click Next and proceed to Step 7. IMPORTANT DO NOT enter 127.0.0.1 or LocalHost. -or-
If you are defining a Cluster, complete this window as follows:

a.
In the IP Address or Host Name field, define the Cluster. and secondary nodes in the Cluster.
b. Select Cluster Redundancy Mode. Enter the Host Name or IP Address of the primary c.
Click Next.
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7. If you are not defining a Cluster, select Yes or No for each Total Recording option. Then click Next. IMPORTANT All NICE Interactions Center cluster solutions require NICE approval. -or-
If you are defining a Cluster, select Yes for All calls voice recording. Then click Next.
8. Enter a brief description of the CLS Server. Then click Next.
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9. Review the summary. Then click Finish. The General tab of the CLS Details appears.
10. Click the Loggers tab. The Attach Loggers details appear.
Except for NiceScreen Loggers, each Logger can be attached to only one CLS Server. Loggers that are already attached a CLS Server will not appear in the list of Available Loggers. NiceScreen Loggers support Logger Sharing. This means that one NiceScreen Logger can be used to record from up to six Interactions Centers. To configure your system for this, attach the NiceScreen Logger to a CLS Server in each Interactions Center.
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11. To display NiceScreen Loggers that are shared with other CLS Servers, select Display shared
Loggers that are attached to a CLS.
NiceScreen Loggers that are shared are indicated by an asterisk *. NiceScreen Loggers can only be shared with CLS Servers on the same Data Hub.
* indicates that this NiceScreen Logger is attached to another CLS Server
12. Select Loggers from the Available Loggers list and move them to the Attached Loggers
list.
13. Click Save
14. If you defined a Cluster (see Step 6 on page 160), complete Modifying Configuration
Parameters for a Cluster on page 166 and then return to this procedure.
15. Integrate the CLS Server with the other components: a.
Define the new CLS Server with the switch. See the appropriate Integration Guide for further assistance. the NMS Installation Guide for further instructions.
b. If your site has an NMS installed, add the new CLS Server to the NMS monitored list. See 16. If you are using Business Data fields, see Business Data - Additional CTI Data Fields
on page 337.
Selecting MPCMs used by the CLS Server

You can manually select which MPCMs the CLS Server uses, via the Advanced tab. By default, all available MPCMs are available for use by the CLS Server.
NOTE: The Advanced tab is available only when there is more than one MPCM available for the same CLS Server. To select which MPCMs the CLS Server uses: 1. In the Organization tree, select CLS Definitions > CLS Servers > CLS Server Name. Then click the Advanced tab. The Advanced details appear.
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By default, Use all available MPCMs is selected.
2. Select Use the MPCMs from the list. A list of MPCMs appears. 3. Select the MPCM(s) that you want the CLS Server to use. NOTE:
If you have selected Use all available MPCMs, and later another MPCM is added, it is automatically available for use by the CLS Server. If you have selected Use the MPCMs from the list, and later another MPCM is added, it is not automatically available for use by the CLS Server. You must return to the Advanced tab and select the new MPCM.
Defining Reporting Levels

For each report category, you select the minimum level to report. Select separate reporting levels for each of the following:
File Events
Writes to a log file (by default, the Information level is selected) Writes to the Microsoft Windows Event Viewer (by default, the Fatal level is selected)
IMPORTANT
Changing the default settings may effect system performance. Currently the Screen reporting level category is not available, although it appears on the screen. Changing this field has no effect on the system.
The levels available, in descending order, are:
Fatal Error Warning Information Debug

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EXAMPLE:
If you select Warning, then all Warning, Error, and Fatal messages will be reported. All Debug and Information messages will not.
To define Reporting levels: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Open the CLS Server details and click the Report Level tab. The CLS Report Level details
appear.
Click to expand
3. Click an arrow
to open a category.
4. Select reporting levels for Files and Events. The drop-down list displays all levels in order of
severity.
5. Click Save
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Modifying Configuration Parameters for a Cluster

IMPORTANT All NICE Interactions Center cluster solutions require NICE approval.
All NICE Interactions Center cluster solutions require NICE approval. If you defined a Cluster (see Step 6 on page 160), you must now map the TRS and RCM mapping files to the Clusters shared disk on Q:\ drive. To do this, complete the following procedure.
NOTE: The Q:\ drive was defined when the Cluster was created. For more information on Clusters, see the Cluster Configuration Guide.
To modify Configuration parameters for a Cluster environment: 1. In the Organization tree, select the CLS Server and click the Configuration tab.
2. Expand the TRS row.
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3. Scroll down to, and double-click the MappingBackupFileLocation parameter. The
Parameter Value window appears.
4. In the New Value field, enter Q:\. Then click OK. 5. Expand the RCM row.
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6. Scroll down to, and double-click the MappingBackupFileLocation parameter. The
Parameter Value window appears.
7. In the New Value field, enter Q:\. Then click OK. 8. Click Save
9. Return to Step 14 on page 163.
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Editing Configuration Parameters

WARNING Editing CLS Configuration parameters can cause your system to malfunction and should only be done by qualified personnel.
For a list of CLS configurations parameters, see CLS Configuration Parameters on page 773.
To edit CLS Configuration parameters: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Open the CLS Server details and click the Configuration tab. The CLS Configuration details
appear.
Click to expand
3. Click an arrow
to expand a category.
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4. Double-click a parameter or select a parameter and click
. The Change Parameter window
appears. For a list of CLS configurations parameters, see CLS Configuration Parameters on page 773.
5. Define a new value and click OK. 6. Click Save
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Defining a Schedule for Inserting Basic Recordings (TRS Functions)

In a Total Recording environment, some interactions may be recorded on a Logger even though they are not included in the database (in case of CTI failure). All Loggers are periodically searched for such interactions. If found, these interactions are inserted into the Interactions database and attributed to the default user called User Basic Recordings. These interactions can be played back, but they contain only basic information from the Logger, such as Logger, Channel, Start and End Time. These interactions do not include CTI parameters, such as Agent Name and Number of Holds. The TRS searches all Loggers and the Interactions database, using valuable resources. It is therefore recommended that the TRS be scheduled to perform its search functions at low-peak hours.
NOTE: For details of TRS parameters, see TRS (Basic Recording) Parameters on page 774.
To define a schedule to search Loggers: 1. Open the CLS Server details and click the Configuration tab. Expand the TRS category.
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2. Click
. The Inserter Schedule window appears.
3. Define a Daily or Weekly schedule and click 4. Click Save
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Modifying a CLS Server Definition
Modifying a CLS Server Definition

You can modify a CLS Server definition using similar procedures as when you defined it.
To modify a CLS definition: 1. In the Organization tree, expand the CLS Definitions branch and then select a CLS Server. 2. Modify the relevant fields. For details of available parameters, see Defining a CLS Server
on page 159.
3. Click Save
Deleting a CLS Server Definition

WARNING Deleting all CLS Server definitions can cause your NICE system to malfunction.
Uninstalling a CLS Server does not automatically remove its definition from your site. You must delete the CLS Server definition using the System Administrator. It is recommended that you do this procedure before uninstalling the CLS Server so that you do not temporarily leave invalid paths in your site configuration.
To delete a Logger definition: 1. In the Organization tree, expand the CLS Definitions branch and then select a CLS Server. 2. From the Actions menu, select Delete or click
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11
Channel Mapping
To record data sent from a switch or a workstation to a Logger, the Logger channels must be defined and mapped to sources of data from a switch (interface) or a workstation. Channel Mapping is the process of mapping between channels and sources. Channel Mapping is customized for each Site, according to the interface installed and the types of Loggers recording. NICE Perform also provides the ability to import Channel Mapping definitions from an external source. Files must be in XML format according to predefined specifications. Likewise, current Channel Mapping definitions can be exported to an external XML file. Changes can be made and the file reimported into NICE Perform. This section provides a brief overview and workflow for Channel Mapping. For complete details and troubleshooting, see the Channel Mapping Guide. The Channel Mapping Guide is available as part of the NICE Perform Online Help.
Contents
Whats New in Release 3.2?.........................................................................................177 NICE Perform Site Installation Overview....................................................................178 The ABCs of Channel Mapping ..................................................................................179 Selecting a Recording Type .....................................................................................180 Importing Channel Mapping Definitions.....................................................................181 Channel Mapping Terms ..............................................................................................181 Limitations.....................................................................................................................184 Limitations for Dynamic Channel Mapping directly to a Switch................................185 Limitations for Screen Loggers Defined with Logger Sharing ..................................186 Getting Started Workflow.............................................................................................187 Workflow for Extension-Side Recording...................................................................187 Workflow for Screen Recording ...............................................................................188 Workflow for Logger Sharing (Screen Loggers) .......................................................188 Workflow for Trunk-Side Recording .........................................................................189
Chapter 11: Channel Mapping NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 175
Workflow for Recording Turrets................................................................................189 Workflow for Passive VoIP Devices .........................................................................190 Workflow for Passive VoIP Gateways ......................................................................191 Workflow for Active VoIP Devices ............................................................................191 Workflow for Active VoIP Gateways .........................................................................192 Saving and Updating Channel Mapping Configurations ..........................................193
Chapter 11: Channel Mapping NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Whats New in Release 3.2?
Whats New in Release 3.2?

The following are new to Channel Mapping for Release 3.2. They are all described in detail in the Channel Mapping Guide.
Logger Sharing - The channels of a Screen Logger can be divided among more than one
Channels Pool for Dynamic Mapping allowing one Screen Logger to record from several Interactions Centers. See Workflow for Logger Sharing (Screen Loggers) on page 188.
Subnet Ranges - Sources for Screen Loggers can be defined using Subnet Ranges thus limiting the number of sources that must be defined and saving memory.
See Workflow for Screen Recording on page 188.
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NICE Perform Site Installation Overview
NICE Perform Site Installation Overview

Legend
Mandatory component Mandatory configuration Optional component Installationdependent configuration
Prepare Machines Install MS SQL Server and NICE Perform Databases Install NICE Perform Applications Define Applications in System Administrator Connect NiceLog High Density Logger / Interaction Capture Unit (ICU) / NICE VoIP Logger Define Loggers or ICU in System Administrator Install VoIP Recording Gateway (VRG) Define VRG in System Administrator Install and Configure NICE Interactions Center Install and Configure Switch Integrations
You are Here
Define Channel Mapping in the System Administrator Install NMS Define NMS in System Administrator Install relevant optional components:
Content Analysis NICE Storage Center Media Library
Telephony Services Server Stream Server Customer Feedback
NiceScreen Screen Content Analysis Reporter Server
Define Components in System Administrator Perform Required Installation and Acceptance Test Procedures
NOTE: See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow.
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The ABCs of Channel Mapping

Channel Mapping is customized for each Site, according to the voice/screen sources and the types of Loggers used for recording. You will be creating several Channel Mapping configurations. Each will be unique according to the Loggers used for recording and the devices being recorded. This guide provides general instructions for all recording types. Channel Mapping for TDM and Passive VoIP Loggers can be imported from an external file using the System Administrator application, instead of the procedures described here. For details, see the Channel Mapping Guide. With the exception of VoIP Loggers, all the channels on a Logger are given the same definition. VoIP Loggers can have some channels defined for Total recording and some for Interaction Based recording (Selective recording).
IMPORTANT While defining Channel Mapping, you can save your new definitions in the interface, by clicking Save at any time. This does not save make the new definitions a working part of your system; they are not saved in the Interactions Center! After completing all Channel Mapping definitions, you must update the configuration. It is not necessary to restart the RCM. Restarting the RCM does not update Channel Mapping! Update is very powerful! It affects your entire system. Only update when you have completed all Channel Mapping definitions. During the Update process, Open calls are affected as follows:
Open calls on channels whose mapping configuration was not changed will not be stopped. A channel that is detached from its source (Source A) and is attached to another source (Source B), will stop recording Source A and start recording Source B. Recording of calls that involve a channel or source that is in a Channels Pool or Sources Pool which is detached and reattached, even if no changes were made to either pool, will be stopped.
For more information, see Saving and Updating Channel Mapping Configurations on page 193.
To define Channel Mapping: 1. Define Logger Channels
All Loggers that record audio or screen must be defined in the Channels Definition branch of the Channel Mapping definition. When defining the Loggers channels, the definitions you make in the System Administrator must be identical to the configuration of the Logger! Determine the information below about the Logger before proceeding! Logger types are listed in Selecting a Recording Type on page 180.
2. Define Sources
Sources are the data received from a switch or a workstation for recording on a Logger. Each Source must be defined in the Sources Definition branch of the Channel Mapping definition.
3. Map Channels to Sources
Depending on the types of channels and sources, use either Static or Dynamic mapping.
4. Update the Configuration
Each time you make changes to a part of the Channel Mapping definition, you click Save to save the current definition. This saves it in the databases but does not configure it in the system. To configure the changes in the system (make them active), the Interactions Center must be updated with the new definitions. See Saving and Updating Channel Mapping Configurations on page 193. For detailed instructions and troubleshooting, see the Channel Mapping Guide.
Selecting a Recording Type

There are several different types of NICE Loggers. Your Site can include a varied combination of Loggers. As part of the Channels definition for Channel Mapping, you must select the Recording Type that matches the Logger whose channels are being defined. The following list is of the different Logger types and their corresponding recording types. If you do not see a specific Logger in this list, it may have been setup with a different or similar name.
Logger Type TDM (Voice) Total -orInteractions Based TDM (Voice) Selective/Matrix Passive VoIP Active VoIP Recording Type Plain * -orTime Selective ** Digital Matrix Passive VoIP Active
* Plain - this is Total Recording. Recording is continuous. ** Time Selective - records only when an interaction is in progress, according to
instructions from the Interactions Center.
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Importing Channel Mapping Definitions
Importing Channel Mapping Definitions

Channel Mapping for TDM and Passive VoIP Loggers can be imported from an external file using the System Administrator application, instead of the procedures describe here. For details, see the Channel Mapping Guide.
IMPORTANT Only Microsoft Excel 2003 or higher is supported for creating/editing XML files.
Channel Mapping Terms

The following terms relating to Channel Mapping are used throughout the NICE Perform system and this guide. Some are unique to NICE Perform and other are common telephony terms.
Sources Pool - a group of same type sources used for dynamic mapping. Channels Pool - a group of same type channels from the same Logger used for dynamic
mapping.
Dynamic mapping - allows you to map a pool of channels to a pool of sources. This is an ideal scenario when you have more sources than available channels and not all sources need to be recorded simultaneously. Static mapping - allows you to create a one-to-one relationship between channels and
sources.
Device Number vs. Unique Device ID
VoIP Devices (Active and Passive) identify each device in one or both of the following ways:
Device Number - This is the actual extension number. Unique Device ID - This is the identification number of the physical device. If the physical device is replaced, you must recreate this definition for recording to continue.
Source Side
Source Side defines the type of audio input received by the Logger.
Rx (unsummed) - Input enters the Logger on two separate sources. (Only the Rx appears in
the sources definition, Tx is not seen.)

Summed - Input enters the Logger on one source. It is already combined.
Summation Support
Summation Support applies only to trunk-side and extension-side voice recording. It does not apply to VoIP Loggers. For VoIP Loggers, see Speaker Separation Support. Summation Support is defined as follows:
Yes - CoPabx. The Logger has the capability to sum Rx and Tx input and record them on one channel. The input source that will be mapped to the Loggers channels is unsummed (Rx).
Chapter 11: Channel Mapping 181
No - The Logger cannot sum Rx and Tx input. This Logger should be mapped to a summed
input source. If it is mapped to unsummed input, then the Rx and Tx will be recorded on two separate channels. This is also known as Speaker Separation Support.
Speaker Separation Support
Speaker Separation Support applies only to VoIP Loggers. For all other Loggers, see Summation Support. Speaker Separation Support describes how the Logger processes the input it receives as follows:
Yes - The Logger was initialized, during Logger setup, to record Rx and Tx voice on two separate channels. No - Only summed sources can be mapped. Each source is recorded on a separate channel.
For some Loggers, Speaker Separation Support is automatically defined. This field will be read-only.
Inserter Support (TRS/Basic Recordings)
When defining Inserter Support, see Limitations on page 184. Inserter Support (TRS) is applicable only for Total Recording (Plain, Active, or Passive VoIP).
Yes - If for any reason, there are no CTI events, the Logger will continue to record. Interaction
details are inserted later. (For VoIP Loggers, Inserter Support applies to the Total VoIP channels only.)
No - The Logger does not support TRS.
IMPORTANT To ensure that the Logger channels are properly defined for Total Recording, the Interactions Center must be completely and successfully initialized. Port-Based Recording
NICE Perform supports port-based recording for Active and Passive VoIP devices. (VoIP gateways always use MultiPort recording, therefore, this parameter appears only when defining VoIP devices.) Port-based recording relates to Logger channel allocation during runtime for interactions with the same IP address and with different ports. There are two modes for port-based recording:
SinglePort - This is a single-line situation. Only one channel will be used to record all ports from the same IP address. If calls are received on more than one port, they will all be recorded on the same channel. SinglePort VoIP Devices can be mapped statically or dynamically.
EXAMPLE:
Scenario: One telephone number is shared by several telephones (handsets). If you record according to extension number, you cannot identify which handset is being recorded. Solution: Use only the Unique Device ID (UID), not the extension number, for identification.
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MultiPort - This is a multi-line situation. Each port reporting a call from the CTI is mapped to
an available channel in a Channels Pool. If a call is received on a second port of the same IP address, a different available channel from the same Channels Pools is used to record the second call. Use MultiPort if each port of the device needs to be recorded on a separate channel (This is the same behavior as mapping a Gateway Source). MultiPort VoIP Devices can only be mapped dynamically.
EXAMPLE:
Scenario: One handset (one IP Address) can have several extension numbers (multi-line). If you record according to the IP Address, you will not be able to identify which extension is being recorded. If you record each extension to a different channel you are wasting resources since only one extension can be in use at any given time. Solution: Use a combination of UID (Unique Device ID) and extension number for identification.
183
Limitations
Limitations
The following limitations are currently in effect.
NOTE: In addition to the limitations listed below, see also:
Limitations for Dynamic Channel Mapping directly to a Switch on page 185 Limitations for Screen Loggers Defined with Logger Sharing on page 186
Inserter Support (TRS/Basic Recordings)
The TRS does not receive real-time event notification from the CLS Monitor for configuration updates. Since the TRS works offline, configuration changes are received only once every four hours. If the Channel Mapping configuration is updated after the TRS started scanning channels, the TRS will continue scanning the channels using the configuration it began with, not the updated one. The TRS has a time stamp for each version. If Channel Mapping configurations from previous versions are unavailable, metadata will not be added. (Previous versions added incorrect metadata.)
VOX Driver
The driver must be restarted to apply the new Channel Mapping configurations.
Changes saved without updating the configuration
If you make changes to the Channel Mapping definitions and save them, but fail to update the configuration, the following will happen:
Your changes will not be in effect, since they were not updated in the Interactions Center. If you exit the System Administrator application and return to it, you will see the definitions you saved, not what is currently active in the Interactions Center.
Reassigning a Logger to a Different Interactions Center
If you move a Logger from one Interactions Center to another, there is a specific procedure that must be followed to ensure that the configuration is properly updated. See the Channel Mapping Guide for details.
XML file support
Only Microsoft Excel 2003 or higher is supported for creating/editing XML files.
184
Limitations
Limitations for Dynamic Channel Mapping directly to a Switch

The following limitations and recommendations are in effect when defining Channel Mapping directly to a switch.
Channel Mapping directly to a Switch is not supported for the following:
Digital Matrix configurations. It is supported only for Active VoIP and Passive VoIP configurations. Media Provider Controller Manager, MPCM (FLM), environments. This is because the Interactions Center must recognize all the sources reported from the MPCM. The following environments:
Cisco Active Recording (requires an MPCM) Passive VoIP with VoIP Mappers (Avaya SAMS, RAS, etc.) Passive VoIP Gateway Recording Active VoIP Gateway Recording VoIP Recording Gateway (VRG) VoIP Recording Agent (VRA) All recording types involving a Media Provider Controller Manager (MPCM/FLM)
Channel Mapping directly to a Switch is not recommended in the following scenarios:
In sites with Multitenancy where Device Numbers with a different organizational affinity are recorded on different VoIP Loggers. The Device Numbers must be used to define sources. When there is a physical connection between a physical phone device and a VoIP Logger. The Device Number is mandatory in this case. Sites where traffic is greater than 2000 calls in the background. Since the actual background traffic of a VoIP Logger is approximately 2000 calls, recording must be split by the Network (i.e. using VLAN mirroring) to different VoIP Loggers. Mapping a switch directly to a Channels Pool will not be adequate. Sources Pools must be mapped to the Channels Pools. In environments where the Logger cannot record extensions that are not monitored. In environments where the Logger cannot record all possible extension types. Example: Alcatel IP DR Link Loggers can record only Series 8 phones, meaning they cannot record older IP phone, analog, or digital extensions. Explanation: Mapping the Logger to a Switch requires that any extension (regardless of its type) can be recorded by the Logger, even if it is not monitored by the Driver. When mapping is according to Switch, all the extensions for this switch are considered to be mapped. Therefore, mapping to a switch will only work if the Logger can record all types of extensions and can record an extension even if it is not monitored by driver. If all extension types cannot be recorded, then an attempt to record them will fail, therefore mapping by switch is not recommended.
Chapter 11: Channel Mapping 185
Limitations
In this scenario, use a Sources Pool to map to the Channels Pool and not by Switch. This will ensure that the extensions being recorded are also monitored.
Limitations for Screen Loggers Defined with Logger Sharing

Logger Sharing is when a single Screen Logger is attached to more than one CLS Server. This
allows the Logger to record from more than one Interactions Center, maximizing resources. Logger Sharing happens when you attach one NiceScreen Logger to more than one CLS Server. The following limitations apply to shared Screen Loggers:
One Screen Logger can be shared with to up to six Interactions Centers. Screen Loggers can only be shared with Interactions Centers that are installed on the same Data Hub.
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Getting Started Workflow

The Channel Mapping Guide contains extensive and detailed instructions for defining Channel Mapping. The following workflows are provided to outline the procedures you will require for each source type. Determine which workflow matches your source and then proceed with the appropriate procedures.
Workflow for Extension-Side Recording on page 187 Workflow for Screen Recording on page 188 Workflow for Logger Sharing (Screen Loggers) on page 188 Workflow for Trunk-Side Recording on page 189 Workflow for Recording Turrets on page 189 Workflow for Passive VoIP Devices on page 190 Workflow for Passive VoIP Gateways on page 191 Workflow for Active VoIP Devices on page 191 Workflow for Active VoIP Gateways on page 192
Workflow for Extension-Side Recording

When the source of the recording is extension-side use the following workflow. For detailed procedures, see the Channel Mapping Guide. For TDM Loggers, you can create an external file with Channel Mapping definitions and import it into the system. For detailed procedures, see the Channel Mapping Guide.
To define Channel Mapping for extension-side recording: 1. Define the Channels. The following parameters must be defined:
Recording type = Plain or Time Selective Summation Support Inserter Support
2. Define the Sources. 3. Define Static Channel Mapping. Extensions cannot be mapped using Dynamic Channel
Mapping.
4. Update the configuration . See Saving and Updating Channel Mapping Configurations
on page 193.
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Workflow for Screen Recording

When screens are being recorded, use the following workflow. For detailed procedures, see the Channel Mapping Guide. To define Logger Sharing (allowing on Screen Logger to record from more than one Interactions Center), see Workflow for Logger Sharing (Screen Loggers) on page 188.
To define Channel Mapping for screen recording: 1. Define the Channels. 2. Define the Sources (the ScreenAgents IP addresses). 3. Define Dynamic Channel Mapping. Screens cannot be mapped using Static Channel
Mapping.
on page 193.
Workflow for Logger Sharing (Screen Loggers)

In order to record, a Screen Logger must be attached to a CLS Server in the same Interactions Center as the source being recorded. Screen Loggers can be attached to more than one CLS Server thus making them able to record from more than one Interactions Center. This is referred to as Logger Sharing.
To create an environment with Logger Sharing: 1. Attach the Screen Logger to a CLS Server in several Interactions Centers within the same
Data Hub or Site.

2. Define some of the Screen Loggers Channels on each CLS Server. 3. Define Sources. 4. Define Dynamic Channel Mapping as follows: a.
Define a Channels Pool on each CLS Server.

Attach a Sources Pool from each CLS Server to the Channels Pool from the same CLS
b. Define a Sources Pool on each CLS Server. c.
Server.
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Workflow for Trunk-Side Recording

When the source of the recording is trunk-side use the following workflow. For detailed procedures, see the Channel Mapping Guide. For TDM Loggers, you can create an external file with Channel Mapping definitions and import it into the system. For details, see the Channel Mapping Guide.
To define Channel Mapping for trunk-side recording: 1. Define the Channels. The following parameters must be defined:
Recording type = Plain, Time Selective, or Digital Matrix Summation Support Inserter Support (applicable only for Plain channels)
2. Define the Sources (the trunks). 3. For Plain or Time Selective channels, define Static Channel Mapping. 4. For Digital Matrix channels, define one of the following:
Static Channel Mapping -orDynamic Channel Mapping
on page 193.
Workflow for Recording Turrets

When Turrets are being recorded, use the following workflow. For detailed procedures, see the Channel Mapping Guide. For TDM Loggers, you can create an external file with Channel Mapping definitions and import it into the system. For details, see the Channel Mapping Guide.
To define Channel Mapping for Turrets: 1. Define the Channels. The following parameters must be defined:
Recording type = Plain Summation Support Inserter Support
2. Define the Sources. 3. Define Static Channel Mapping. Turrets cannot be mapped by Dynamic Channel Mapping. 4. Update the configuration . See Saving and Updating Channel Mapping Configurations
on page 193.
Workflow for Passive VoIP Devices

For Passive VoIP Loggers, you can create an external file with Channel Mapping definitions and import it into the system. There are two types of Passive VoIP Device recording channels:
Total Selective
To record Passive VoIP Devices, use the following workflow. For detailed procedures, see the Channel Mapping Guide for detailed procedures.
To define Channel Mapping for Passive VoIP Devices: 1. Define the Channels. The following parameters must be defined:
Recording type = Passive VoIP The number of Total and of Selective channels Speaker Separation Inserter Support (applicable only for Total recording channels) Import source definitions directly from the Integrations (Switches).
-or-
2. Define the Sources in one of the following ways:
Define sources that are attached to a physical switch.

-or-
Define sources that are not attached to a physical switch.
3. For Total recording channels, define Static Channel Mapping.
Total recording channels cannot be mapped using Dynamic Channel Mapping.

4. For Selective recording channels, define one of the following:
on page 193.
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Workflow for Passive VoIP Gateways

To record Passive VoIP Gateways, use the following workflow. For detailed procedures, see the Channel Mapping Guide.
To define Channel Mapping for Passive VoIP Gateways: 1. Define the Channels. The following parameters must be defined:
Recording type = Passive VoIP All recording channels must be Selective channels Speaker Separation Define sources that are attached to a physical switch.
-or-
Define sources that are not attached to a physical switch.
3. Define Dynamic Channel Mapping 4. Update the configuration . See Saving and Updating Channel Mapping Configurations
on page 193.
Workflow for Active VoIP Devices

There are three types of Active VoIP Device recording channels:
Total by Device Selective by Device Selective by Call
To record Active VoIP Devices, use the following workflow. For detailed procedures, see the Channel Mapping Guide.
To define Channel Mapping for Active VoIP Devices: 1. Define the Channels. The following parameters must be defined:
Recording type = Active VoIP The number of Total by Device, Selective by Device, and of Selective by Call channels Speaker Separation Inserter Support (applicable only for Total recording channels) Import source definitions directly from the Integrations (Switches).
-orChapter 11: Channel Mapping 191
Manually create source definitions.
3. For Total by Device recording channels, define Static Channel Mapping.
Total by Device recording channels cannot be mapped using Dynamic Channel Mapping.
4. For Selective by Call recording channels, define Dynamic Channel Mapping.
Selective by Call recording channels cannot be mapped using Static Channel Mapping.
5. For Selective by Device recording channels, define one of the following:
on page 193.
Workflow for Active VoIP Gateways

There are two types of Active VoIP Gateway recording channels:
Selective by Device Selective by Call
To record Active VoIP Gateways, use the following workflow. For detailed procedures, see the Channel Mapping Guide.
To define Channel Mapping for Active VoIP Gateways: 1. Define the Channels. The following parameters must be defined:
Recording type = Active VoIP The number of Selective by Device, and of Selective by Call channels Speaker Separation
2. Define the Sources 3. Define Dynamic Channel Mapping
Active VoIP Gateway channels cannot be mapped using Static Channel Mapping.
on page 193.
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Saving and Updating Channel Mapping Configurations

After you complete all your changes to the Channel Mapping definitions, you have to update the configuration of the Interactions Center. If you fail to do this update procedure, your Channel Mapping definitions will not come into effect!
WARNING Update is very powerful! It affects your entire system. Only update when you have completed all Channel Mapping configurations. Update can close open calls! If you delete a configuration while recording is in progress, the Interactions Center will stop recording and insert an exception in the database for all open calls.
While defining Channel Mapping, you can save your new definitions in the interface, by clicking Save at any time. This does not make the new definitions a working part of your system; they are not saved in the Interactions Center! After completing all Channel Mapping definitions, you must update the configuration. It is not necessary to restart the RCM or any of the Interactions Centers modules. Restarting the RCM does not update Channel Mapping!
IMPORTANT Some configurations require that you restart the RCM to complete the update process. For a complete list, see Limitations on page 184.
Before updating the configuration, confirm that there are no open errors (Interactions Center, Loggers, etc.).
NOTE: If a situation occurs where more than one user is updating Channel Mapping configurations at the same time, only the changes made by the first person to click save will be saved. The second person will have to refresh the screen to see the new changes and then recreate his/her changes.
During the Update process, Open calls are affected as follows:
Open calls on channels whose mapping configuration was not changed will not be stopped. A channel that is detached from its source (Source A) and is attached to another source (Source B), will stop recording Source A and start recording Source B. Recording of calls that involve a channel or source that is in a Channels Pool or Sources Pool which is detached and reattached, even if no changes were made to either pool, will be stopped.
To update the configuration: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Click the Update Configuration button. You only need to click this once, for all changes to
apply, even though it appears in all steps.

-ora.
In the Organization tree, select CLS Definitions > Channel Mapping.
b. Click Update Configuration.
3. Some configurations require that you restart the RCM to complete the update process. For a
complete list, see Limitations on page 184.
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12
Defining CTI Integrations
CTI Integrations connect NICE Perform Applications with the telephony system.
The CTI Integrations is composed of several components:
The CTI Interface is the interface with the telephony system. The Connection Manager is responsible for the connectivity to the telephony system through the CTI Interface. The Driver processes messages from the telephony system. (Optional) The Media Provider Controller passes the active recording requests to the telephony system. (Optional) The Key Manager provides encryption keys for encrypted audio. The recommended method is to use the CTI Connection wizard, see Defining a Complete CTI Connection on page 200. If you need a customized integration or you need to add an extra component, you can use the individual component wizards, see Customizing CTI Integrations on page 233.
There are two ways to define a CTI Integration:
The Integration software is installed on the NICE Interactions Center. For installation procedures, see the Interactions Center Installation Guide. The procedures in this section are generic setup procedures. For specific Integration setup, see the relevant guide.
TIP: The procedures in this section can be completed before the Integration installation is complete.
Chapter 12: Defining CTI Integrations NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
195
Contents
CTI Integrations Overview ...........................................................................................197 Where do I Begin? A Recommended Workflow.........................................................198 Information Required Before you Begin ...................................................................199 Configuring a Complete CTI Connection ...................................................................200 Defining a Complete CTI Connection.......................................................................200 Activating the Rejected Devices...............................................................................230 Activating Device Mapping.......................................................................................231 Customizing CTI Integrations......................................................................................233 Customization Workflow...........................................................................................234 Defining a New CTI Interface ...................................................................................235 Defining Available Devices and Codes..............................................................247 Defining a New Connection Manager ......................................................................248 Defining a New Driver ..............................................................................................255 Defining a New Key Manager ..................................................................................272 Defining a New Media Provider Controller ...............................................................278 Specialized CTI Integration Definitions ......................................................................285 Mapping Devices......................................................................................................285 Defining Media Correlation.......................................................................................289 Defining Field Mapping ............................................................................................295 Defining Rejected Devices and Trunks ....................................................................298 Defining Failover ......................................................................................................302 Managing CTI Integration Definitions ......................................................................... 311 Viewing a Summary and Accessing Components.................................................... 311 Accessing Components from the Resources Tab ....................................................312 Viewing a Diagram of all Components .....................................................................313 Modifying CTI Integrations .......................................................................................314 Editing CTI Integration Definitions .....................................................................314 Modifying Driver Configuration Parameters.......................................................315 Deleting an Unwanted Integration .....................................................................316 Deleting CTI Integration Definitions ...................................................................317 Managing Telephony Switches and Devices............................................................318 Adding a Telephony Switch................................................................................318 Editing Telephony Switches and Devices ..........................................................319 Adding or Modifying Monitored Devices during Runtime...................................327 Deleting Unused Telephony Switches ...............................................................334 Copying XML Files ...................................................................................................335
196
CTI Integrations Overview
CTI Integrations Overview

The entire Integration process is defined in the CTI Integrations branch of the System Administrator.
Guidelines for defining CTI Integrations
Define only one Driver for each CTI Interface. Each Telephony switch can support more than one CTI Interface. Each Key Manager can be connected to only one Connection Manager. Each Connection Manager can be connected to more than one Key Manager (for redundancy). Each Media Provider Controller can be connected to only one Connection Manager.
197
Where do I Begin? A Recommended Workflow

You configure the CTI Integrations after you have installed and configured the NICE Interactions Center. For detailed site installation information, see the Site Installation Workflow Guide.
Legend
Mandatory installation Mandatory configuration Optional component Installationdependent configuration
Installation Workflow
Install NICE Interactions Center, see the NICE Interactions Center Installation Guide
Configure NICE Interactions Center on page 157
You are HERE
Configuring a Complete CTI Connection on page 200
Install the NICE Integration Software, see the relevant Integration guide.
Configure Channel Mapping on page 175
Business Data - Additional CTI Data Fields on page 376 Your integration can vary according to site-specific requirements and specific integration needs. Before beginning a configuration, see Information Required Before you Begin on page 199.
198
Information Required Before you Begin

The CTI Connection wizard requires you to enter relevant information for the specific integration. All information can also be edited directly in the definitions.
CTI Connection Definition
Before proceeding with Defining a Complete CTI Connection on page 200, have ready the following information:
The NICE Interactions Center IP address or Host name The telephony switch Integration parameters that need to be defined, their names and values. (This varies according to your selected integration.) Devices Where relevant for your integration, the IP address or Host Name where the Media Provider Controller is installed.
199
Configuring a Complete CTI Connection

The recommended method of configuring a complete CTI Connection is through the New CTI Connection wizard. The New CTI Connection wizard enables you to define the CTI Interface, Connection Manager, and Driver. For some integrations, a Key Manager is also necessary. If your integration requires a Media Provider Controller, you can also define it using the CTI Connection wizard.
Defining a Complete CTI Connection

This procedure describes how to define a CTI Connection using the New CTI Connection wizard.
NOTE: The number of stages in the New CTI Connection wizard varies according to the options selected.
All definitions and connections defined in the wizard are available for editing after the wizard is complete. See Editing CTI Integration Definitions on page 314 for instructions.
IMPORTANT Information that is Integration-specific is not described in this section. For parameters specific to your integration, see the relevant guide. If you are instructed by NICE to configure Media Correlation, see Defining Media Correlation on page 289.
To define the CTI Connection: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select CTI Integrations.
200
3. In the Details Pane, click -or-
From the Actions menu, select New CTI Connection. The Set New CTI Connection Wizard starts.
Progress bar throughout the Wizard
201
4. Click Next. The Set New CTI Connection Wizard appears displaying the CLS Switch
section.
The number of Stages changes dynamically according to the integration
5. Click the Attach CTI to CLS Server drop-down list and select the relevant NICE Interactions
Center (CLS Server).

6. Click the Telephony Switch Type drop-down list and select the relevant telephony switch. The telephony switch name appears in the Switch Name field.
Continue as follows:
To define a new telephony switch, see Step 7 on page 202. To select an existing switch, see Step 8 on page 203.
7. To define a new telephony switch, do the following:

Click Advanced to display Agent Logon Mode options
a.
Select Define New Telephony Switch.
b. Click the CLS Reporting Type drop-down list and select CTI.
202
c.
For Agent Logon Mode options, click Advanced.

NOTE: It is recommended that you leave all three Agent Logon modes selected.
To enable non-standard CLS log-in options, in the Agent Logon Mode area, leave the default checkboxes selected:
To the same station again - allows agents to log in to the same workstation more
than once.
To more than one station - allows agents to log in to more than one workstation. To a station another agent is logged into - allows more than one agent to log in to
one workstation. d. Continue with Step 9 on page 203. 8. To use an existing telephony switch, do the following:
a.
Select Use Existing Telephony Switch. A drop-down list of existing telephony switches appears. Continue with Step 9 on page 203.
b. Click the drop-down list and select the relevant telephony switch. c.
9. Click Next. The Set New CTI Connection Wizard window appears displaying the CTI Interface type section.
203
a.
In the Telephony Switch and CTI Interface Type area, click the drop-down list and select a telephony switch and CTI Interface.
Sample CTI Interface Type Sections
NOTE: Different additional options appear according to your Interface, and if they are available. Options that are not available for your interface are disabled. Additional VoIP Mapping only becomes available if you select VoIP Mapping. For some integrations, only three options may appear. See the specific Integration guide for more information. b. (Optional) If available and when relevant for your integration, select Active Recording.
The drop-down list becomes enabled. Click the Active Recording drop-down list and select the relevant Active VoIP option.
c.
(Optional) If available and when relevant for your integration, select VoIP Mapping. The drop-down list becomes enabled. Click the VoIP Mapping drop-down list and select the relevant VoIP Mapping option.
d. (Optional) If available and when relevant for your integration, select Additional VoIP Mapping.
The drop-down list becomes enabled. Click the Additional VoIP Mapping drop-down list and select the relevant Additional VoIP Mapping option.
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Select the options relevant for your integration
10. Click Next. The Set New CTI Connection Wizard window appears displaying the Interface Parameters section.
Sample CTI Interface Information Sections
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a.
To see the complete list of parameters, clear the Show only required parameters checkbox.
b. In the Interface Connection Details area, select each row and click or double-click the row in the Parameter column. (Mandatory parameters appear in bold.) The Switch
Connection Parameter window opens.

Sample Switch Connection Parameter window
c.
Enter a value and click
. (Descriptions appear only for predefined parameters.)
d. Repeat for all parameters in the Parameter column. 11. If your integration requires additional Interface Parameter definitions, expand the Additional Interface Parameters. The Additional Interface Parameters section often appears to be
blank.
a.
To see all parameters, clear the Show only required parameters checkbox
The parameters that are available are determined by interface specific metadata on the database. This metadata can be modified.
Chapter 12: Defining CTI Integrations NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 206
b. If you need to edit a parameter, select it and click
or double-click its row. The Driver
Additional Parameter window opens.

Sample Driver Additional Parameter window
c.
12. Click Next. Then continue according to the options selected previously as part of Step 9
on page 203.
If you did not select any of the options, continue with Step 16 on page 215. If you selected VoIP Mapping, continue with Step 13 on page 207. If you selected Additional VoIP Mapping, continue with Step 14 on page 209. If you selected Active Recording, continue with Step 15 on page 212.
13. If you selected VoIP Mapping, the VoIP Mapping window appears.
a.
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b. In the VoIP Mapping Interface Connection Details area, select the first row and click
or double-click it in the Parameter column.(Mandatory parameters appear in bold.) The Switch Connection Parameter window opens.
Sample Switch Connection Parameter Value window
c.
d. Repeat for all parameters in the Parameter column. e.
If your integration requires additional definitions, expand the VoIP Mapping Additional Interface Parameters.
To see the complete list of parameters, clear the Show only required parameters checkbox. If you need to edit a parameter, select it and click New Parameter window opens. Enter a value and click . or double-click its row. The Edit
Repeat for all parameters that need to be edited.

Chapter 12: Defining CTI Integrations 208
f.
If you did not select an additional Telephony switch - CTI Interface option, continue with Step 16 on page 215. If you selected Additional VoIP Mapping, continue with Step 14 on page 209. If you selected Active Recording, continue with Step 15 on page 212.
14. Click Next.
If you selected Additional VoIP Mapping, the Additional VoIP Mapping window appears.
Depending on the Additional VoIP Mapping selected, this window may appear blank.
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a.
b. In the VoIP Mapping Interface Connection Details area, select the relevant row and
click or double-click it in the Parameter column. The Switch Connection Parameter window opens.
Sample Switch Connection Parameter Value window
c.
d. Repeat for all parameters that you need to edit in the Parameter column.
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e.
If your integration requires additional definitions, expand the VoIP Mapping Additional Interface Parameters.

f.
To see the complete list of parameters, clear the Show only required parameters checkbox. If you need to edit a parameter, select it and click New Parameter window opens. Enter a value and click . or double-click its row. The Edit
Repeat for all parameters that need to be edited. If you selected Active Recording, continue with Step 15 on page 212. If you did not select an additional Telephony switch - CTI Interface option, continue with Step 16 on page 215.
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15. Click Next. a.
If you selected Active Recording, the Active Recording window appears.
b. Select the first row and click
or double-click it in the Parameter column. (Mandatory parameters appear in bold.) The Switch Connection Parameter window opens.
c.
d. Repeat for all parameters in the Parameter column.
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e.
If your integration requires additional Active Recording definitions, expand the Active Recording Additional Interface Parameters.
To see the complete list of parameters, clear the Show only required parameters checkbox. If you need to edit a parameter, select it and click Driver Additional Parameter window opens. or double-click its row. The
Repeat for all parameters that need to be edited.
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f.
Click Next or expand Media Provider - Logger Location.
Add
g. To add a Media Provider Controller:
In the Add a new Media Provider Controller area, in the Media Provider Controllers IP Address/Hostname field, enter the correct IP address/host name. In the Connection Manager Port field, select the port number. Click Add . The Media Provider Controller that you have just defined is moved to the Media Provider Controllers list.
Delete
h. To remove Media Provider Controllers: in the Media Provider Controllers list, select
the Media Provider Controller that you want to remove and click Delete selected Media Provider Controller is removed from the list.
. The
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16. Click Next. The Set New CTI Wizard window appears displaying the Devices section.
Sample Switch Devices Configuration Sections
17. Continue with the relevant procedure:
If you do not need to set any devices, continue with Step 18 on page 219. To set devices, perform one or several of the following procedures. Then continue with Step 18 on page 219.
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Procedures for Managing Available Devices To Do Add a single device 1. Click appears. . The Available Devices window Procedure
2. In the Device Number field, enter the number you want to assign to the device. 3. From the Device Type drop-down list, select the relevant device type. 4. If the device is a Unique Device, in the Unique Device ID field, enter the host name (SEP + MAC Address).
5. Click OK.
Add a range of devices
1. Click . The Available Devices Add Range window appears. 2. In the Start at Device Number field, enter the number of the first device. 3. In the Number of devices to add field, enter the number of devices you want to add. 4. From the Device Type drop-down list, select a device. 5. Click OK.
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Procedures for Managing Available Devices (Continued) To Do Import devices from a file Procedure 1. In the Import from area, click File.
The Import Available Devices window appears. 2. Complete the information. 3. Click OK.
Import devices from the switch
1. In the Import from area, click Switch.
The Import Available Devices window appears. 2. Complete the information. 3. Click OK. Note: This option is only available for specific integrations. Edit devices 1. Select the device that you want to edit and click . The Edit Available Devices window appears. 2. Edit the device information. 3. Click OK.
Delete devices
1. Select the device and click . The Remove Available Devices message window appears. 2. Verify that the relevant devices are listed. 3. If the list is correct, click Yes. If the list is not correct, click No.
Procedures for Managing Available Devices (Continued) To Do Export a list of devices to a file Procedure 1. Click .
The Export Available Devices List window appears. 2. Complete the information. 3. Click OK.
Search for a device
1. Select the device and click
The Search For Device window appears. 2. In the Device field, enter the device ID information. 3. Click OK.
The Set New CTI Wizard window reappears displaying all the devices that you have added.
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18. For certain integrations, there are additional parameters that may be configured. Expand the
relevant area.
Sample additional Switch Devices Configuration Areas
This step varies according to the telephony switch integration being defined. See the relevant CTI Integration guide for details.
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19. Click Next. The Set New CTI Connection Wizard window appears displaying the Monitor
section with all the monitored devices.
IMPORTANT By default, all available devices (that can be monitored) are monitored. a.
If there are devices that you do not want to monitor, from the Monitored Devices list, select the device. . The selected device is moved to the Available Devices list.
b. Click
20. Click Next. The Set New CTI Connection Wizard window appears displaying the Optional
area. It includes features that you may want to include in your integration. Select all the relevant options for your current integration.
NOTE: The available features displayed in the Optional Features area changes according to the selected integration.
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Select the relevant options for your integration
21. Continue as follows:
If you have not selected any of the available options, continue with Step 27 on page 228. If options were selected, complete the following relevant steps and then continue with Step 27 on page 228.
If you selected Business Data Fields Definition, see Step 22 on page 222. If you selected Rejected Devices, see Step 23 on page 223. If you selected Device Mapping, see Step 25 on page 225. If you selected Key Manager, the Key Manager is automatically defined. Continue with Step 27 on page 228. If you selected Call Flow Analysis, the Call Flow Analysis is automatically defined. Continue with Step 27 on page 228.
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22. If you selected Business Data Fields Definition, the Set New CTI Connection Wizard window appears displaying the Connection Manager General Information area. a.
Expand Business Data Fields Definition.
b. To add a business data field definition, click Add. The Business Data Field window
appears.
c.
In the Field Type list, select the relevant field type.
d. In the Field name, enter the fields name.

e.
Select the relevant Array index.

NOTE: If the field type is not an ECC array, the array index should be -1.
f.
Click OK.
g. Repeat from Step b until you have added all necessary business data fields. h. Leave the default settings for the Business Data Parsing. 23. If you selected Rejected Devices, the Set New CTI Connection Wizard window appears displaying the Rejected Devices area. You can add both devices and trunks in this section.
IMPORTANT Rejected Devices are activated only after you select it in the Driver configuration, see Activating the Rejected Devices on page 230.
For rejected devices, enter the rejected device ID. For rejected trunks, enter the rejected trunks using the following formula: T/Trunk group number/#/Time slot
EXAMPLE:
To reject all trunks in Trunk Group 5, you need to enter - T5#* To reject all trunks, you need to enter - T*#* To reject trunk numbers 3 to 6 in trunk group 7, you need to enter - T7#3, T7#4, T7#5 and T7#6
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24. Continue with the relevant procedure:
If you do not need to add rejected devices/trunks, continue with Step 25 on page 225. Perform one or several of the following procedures.
To Do Add a single rejected device 1. Click appears. 3. Click OK. . The Add Rejected Devices window Procedure
2. In the Device field, enter the device number.
Add a range of rejected devices
1. Click . The Add Range Rejected Devices window appears. 2. In the Start at Device Number field, enter the number of the first rejected device. 3. In the Number of devices to add field, enter the number of rejected devices. 4. Click OK. Note: You cannot add a range of rejected trunks using this method. However, you can import a file with a list of rejected trunks.
Import rejected devices from a file
1. Click . The Import Rejected Devices List window appears. 2. Complete the information. 3. Click OK. The rejected devices/trunks appear in the Devices list.
Delete rejected devices
Select the device that you want to delete and click .
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To Do Search for a rejected device
Procedure 1. Select the device that you want to search for and click . The Search For Device window appears.
2. In the Device field, enter the device ID information. 3. Click OK.
Deleting rejected devices
Select the devices or trunks that you want to delete and click Delete. Note: The devices and trunks are deleted with no warning message.
All rejected trunks and devices appear in the To Devices list.
25. If you selected Device Mapping, the Set New CTI Connection Wizard window appears displaying the Device Mapping area.
Device Mapping is used with CTI Integrations that report one call on a station and another call on a position - where both calls refer to the same device. Device Mapping enables you to map one device to the other, e.g. you can map Position to Extension (or vice versa).
IMPORTANT For detailed information regarding device mapping, see the relevant Integration guide.
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IMPORTANT Device Mapping is activated only after you select it in the Driver configuration, see Activating Device Mapping on page 231. 26. Continue with the relevant procedure:
If you do not need to map devices, continue with Step 27 on page 228. Perform one or several of the following procedures. Then continue with Step 27 on page 228.
To Do Map a single device 1. Click appears. 3. Click OK. . The Add Device Mapping window Procedure
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To Do Edit a mapped device
Procedure 1. Select the mapped device that you want to edit and click . The Edit Device Mapping window appears. 2. Edit the device information. 3. Click OK.
Map a range of devices
1. Click . The Add Range Device Mapping window appears. 2. In the Start Map From device field, enter the number of the first device from which you want to map. 3. In the Number of devices to be mapped field, enter the number of devices you want to map. 4. In the Start Map To device field, enter the number of the first device to which you want to map. 5. Click OK.
Import Device Mapping from a file
1. Click . The Import Device Mapping List window appears. 2. Complete the information. 3. Click OK. The devices appear in the From Device and To Device list.
Delete mapped devices
Select the mapped device that you want to delete and click .
Search for a mapped device
1. Select the mapped device that you want to search for and click appears. 3. Click OK. . The Search For Device window
2. In the Device field, enter the device ID information.
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All mapped devices appear in the From Device and To Device list.
27. Click Next. The Set New CTI Connection Wizard window appears displaying the Requirements area.
228
You now select a Connection Manager. You can either create a new one or select an existing Connection Manager.
IMPORTANT If no Connection Manager currently exists in your site, this window does not appear. a.
To create a new Connection Manager, click Create a new Connection Manager.

-or-
b. In the Port field, enter an unique port number.
a.
To select an existing Connection Manager, click Select available Connection

Manager.
b. From the Ports in use field, select the relevant port number. 28. Click Next. The Set New CTI Connection Wizard window appears displaying the Summary
area.
29. Click Finish. 30. If you configured:
Rejected devices, remember to activate it. See Activating the Rejected Devices
on page 230.
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Device Mapping, remember to activate it. See Activating Device Mapping on page 231. NOTE: . If you are instructed by NICE to configure:
Media Correlation, see Defining Media Correlation on page 289 Field Mapping, see Defining Field Mapping on page 295 Failover, see Defining Failover on page 302
Activating the Rejected Devices

Activation of the Rejected Devices only takes place after you select it in the Driver configuration. Follow the procedure below.
To activate rejected devices and trunks: 1. In the Organization tree, select Master Site > CTI Integrations > Drivers > relevant Driver. 2. Click the Interfaces tab.
Select the relevant CTI Interface
3. Select the relevant CTI Interface and click
or double-click the selected CTI
Interface.
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4. Expand Driver Real-time Plugins.
Select Rejected Devices
5. Select Rejected Devices. 6. Click OK.
Activating Device Mapping

Activation of Device Mapping only takes place after you select it in the Driver configuration. Follow the procedure below.
To activate Device Mapping: 1. In the Organization tree, select Master Site > CTI Integrations > Drivers > relevant Driver. 2. Click the Interfaces tab.
231
3. Select the relevant CTI Interface and click
or double-click the selected CTI
Interface.
Select Device Mapping
5. Select Device Mapping. 6. Click OK.
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Customizing CTI Integrations

CTI Integrations connect NICE Perform Applications with the telephony system.
The recommended method for defining a CTI Integration is through the CTI Connection wizard, see Defining a Complete CTI Connection on page 200. However, if you require a customized CTI Integration or you need to add an additional component to an existing integration, you can use the individual component wizards, see Customization Workflow on page 234.
NOTE: You can also use the CTI Connection wizard and then the individual component wizards for those components that are not added automatically by the main wizard.
This section describes how to define the following components that are defined in the CTI
Integrations branch:
CTI Interfaces Drivers Connection Managers
(Optional) Key Manager (Optional) Media Provider Controller
Integration software is installed on the NICE Interactions Center. For installation procedures, see the Interactions Center Installation Guide. The procedures in this section are generic setup procedures. For specific Integration setup, see the relevant Integration guide.
TIP: The procedures in this section can be completed before the Integration software installation is complete.
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Customization Workflow
Your integration can vary according to site-specific requirements and specific integration needs. The icons below appear in a schematic view in the Diagram tab.
CTI Integrations Configuration
Define your complete integration
Define your integration component by component or modify it
Configuring a Complete CTI Connection on page 200
Step 1: Defining a New CTI Interface on page 235
Step 2: Defining a New Connection Manager on page 248
Legend:
CTI Interface Connection Manager Driver
Step 3: Defining a New Driver on page 255
Key Manager Media Provider Controller
Optional: Defining a New Key Manager on page 272
Optional: Defining a New Connection Manager on page 248 Defining a New Media Provider Controller on page 278
Install the NICE Integration Software, see relevant Integration guide
234
Defining a New CTI Interface

When creating a customized integration or when you need to add a new CTI Interface to an existing integration, define a new CTI Interface using the New CTI Interface wizard.
IMPORTANT Information that is Integration-specific is not described in this section. For parameters specific to your integration, see the relevant Integration guide. Information Required Before you Begin - CTI Interface Definition
Each configuration wizard requires you to enter relevant information. Before proceeding, have ready the following information:
The telephony switch The CTI Interface type The name of the CTI Interface If any Switch Connection or additional parameters need to be defined, their names, and values
To define the CTI Interface: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
NOTE: If you are instructed by NICE to configure Media Correlation, see Defining Media Correlation on page 289.
235
2. In the Organization tree, select CTI Integrations > CTI Interfaces. Then from the Actions menu, select New CTI Interface.
The Set New CTI Interface wizard starts.
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3. Click Next. The Choose CTI Interface section appears.
a.
From the Telephony switch drop-down list, select the relevant Telephone Switch. In the Name field, enter a meaningful Name. Each telephony switch can be defined with more than one CTI Interface. Continue as follows:
b. From the CTI Interface drop-down list, select the relevant CTI Interface. c.
d. You now need to select a telephony switch.
If the relevant telephony switch exists, continue with Step 4 on page 237. If the relevant telephony switch does not exist, continue with Step 5 on page 238.
4. If the relevant telephony switch exists: Click the Telephony Switch drop-down list and select
the relevant telephony switch.
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5. If the relevant telephony switch does not exist: Click Create. The New Telephony Switch
window appears.
a.
In the Switch Name field, enter the telephony switch name. The name identifies the telephony switch in the System Administrator and other applications.
b. From the Telephony Switch Type drop-down arrow, select the relevant telephony switch
type.
c.
Click the CLS Reporting Type drop-down arrow and select the relevant recording method. To enable non-standard CLS log-in options, in the Agent Logon Mode area, leave the default checkboxes selected:
d. In the Agent Logon Mode area, select the relevant settings.
To the same station again - allows agents to log in to the same workstation more
than once.
To more than one station - allows agents to log in to more than one workstation. To a station another agent is logged into - allows more than one agent to log in to
one workstation.
NOTE: It is recommended that you leave all three Agent Logon modes selected. e.
Click OK. The Telephony Switch Configuration window closes. The new telephony switch appears in the Telephony switch field.
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6. Click Next. The General Interface Info section appears.
a.
Expand the Interface Connection Details.

Sample CTI Interface Connection Details definitions
239
b. In the Interface Connection Details area, double-click each parameter in the Name
column. (Mandatory parameters are shown in red.) The Switch Connection Parameter window opens.
c.
Enter a value and click OK. (Descriptions appear only for predefined parameters.)
d. Repeat for all parameters in the Name column.
e. f.
To add additional Interface Connection details, click Apply. The Add New Parameter window opens. Enter a value and click OK.
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7. To view the additional switch parameters, expand the Additional Switch Parameters. The
parameters that are available are determined by interface specific metadata on the database.
Sample Additional Switch Parameters definitions
The parameters that are available are determined by interface specific metadata on the database. This metadata can be modified.
a.
When a full list of parameters is required, clear the Show only required parameters checkbox.
-or-
b. To add parameters to the Additional Switch Parameters, click Add.
To edit a parameter, select it and click Edit or double-click the relevant parameter. The Driver Additional Parameter window opens.
c.
If you added a new Additional Switch parameter, in the Name field, enter a name.
d. In the Value field, enter a value and click OK. 8. Click Next.
The step that appears varies according to the telephony switch being defined.
In some telephony switch definitions, the Summary window appears. Continue with Step 12 on page 246. In some integrations you need to Set Devices. The Set New CTI Interface Wizard window appears displaying the Set Devices section. Continue with Step 9. For general information about setting devices and the devices that you can set, as well as a list of abbreviated device types, see Defining Available Devices and Codes on page 247.
9. To set devices, select the relevant procedure/s:
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Procedures for Managing Available Devices To Do Add a single device 1. Click appears. . The Available Devices window Procedure
Note: If this field only becomes available, if it is relevant for your integration. 5. Click OK. Add a range of devices 1. Click . The Available Devices Add Range window appears. 2. In the Start at Device Number field, enter the number of the first device. 3. In the Number of devices to add field, enter the number of devices you want to add. 4. From the Device Type drop-down list, select a device. 5. Click OK.
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Delete devices
Procedures for Managing Available Devices (Continued) To Do Export a list of devices to a file Procedure . The Export Available Devices List 1. Click window appears. 2. Complete the information. 3. Click OK.
Search for a device
1. Select the device and click Device window appears. 3. Click OK.
. The Search For
The Set New CTI Wizard window reappears displaying all the devices that you have added.
10. For certain integrations, there are additional parameters that may be configured. Expand the
relevant area.
Sample Integration definitions
This step varies according to the telephony switch integration being defined. See the relevant Integration guide for details.
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11. Click Next. The Summary window appears.
12. Click Finish to complete the definition.
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Defining Available Devices and Codes

The Set Devices section is part of the CTI Integration definition. It does not appear in all CTI Integration definitions. For descriptions and instructions for the remaining CTI Integration definitions, see the relevant Integration guide. Following is a list of abbreviations used for Available Devices. Only those codes that are relevant to your interface will appear.
Code ACD AGR AGT BGR BTN EXT HDS INT IVR LGR LINE MIC OGR OP POS RNJ SGR SPKR TGR TRNK VDN VEX
Description ACD ACD Group Agent Button Group Button Extension Handset Intercom IVR Line Group Line Microphone Operator Group Operator Position RNJ Station Group Speaker Trunk Group Trunk VDN Virtual Extension
Available devices are the devices defined on the switch. For example, Extension, Speaker, or trunk. There are several ways to define Available Devices.
Defining a New Connection Manager

When creating a customized integration or when you need to add a new Connection Manager to an existing integration, define a new Connection Manager using the New Connection Manager wizard.
Information Required Before you Begin - Connection Manager Definition
The name and port of the Connection Manager The IP address or Host name where the Connection Manager is installed Reporting levels for all messages, if different from the defaults If any Connection Manager parameters need to be defined, their names and values The CTI Interfaces that will be connected to the Connection Manager and any parameters and their values that might need to be customized
To define a new Connection Manager: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select CTI Integrations > Connection Managers. Then from the Actions menu, select New Connection Manager.
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The Set New Connection Manager Wizard starts.
3. Click Next. The General Information window appears.
General Connection Manager
Connection Manager for Media Provider Controller
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a.
Enter a Name. This name is used to identify the Integration in the System Administrator and other applications. Enter the Location where the Connection Manager is installed. This should be the NICE Interactions Center.
Important: When entering a Host Name, the Host Name should NOT contain any
b. Accept the default Port or enter a different one. c.
spaces.
TIP: When defining a Connection Manager for a Media Provider Controller, enter the Location of the VoIP Logger where the Connection Manager and Media Provider Controller are installed. 4. To customize the levels at which messages are reported, expand Reporting Level.
250
a.
Select the desired row and click Edit window appears.
or double-click it. The Set Reporting Level
b. Select the checkboxes for the reporting levels you want to include and click OK. NOTE: It is highly recommended that you do not change the settings of the default reporting levels. Changing reporting levels should be done only by authorized personnel and in conjunction with NICE Customer Support. 5. To define additional parameters for the Connection Manager, expand Additional Parameters.
a.
To add parameters to the Additional Parameters, click Add.

-or-
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To edit a parameter, select it and click Edit Additional Parameter window opens.
c.
or double-click the parameter. The CM
b. If you added a new Additional Switch parameter, in the Name field, enter a name.
In the Value field, enter a value and click OK.
d. Repeat for all other parameters that need to be added/edited. 6. Click Next. The Connection Manager Switches appear.
This is where you define the connection between the Connection Manager and CTI Interface.
7. Select a CTI Interface to connect to the Connection Manager. Double-click it or click the arrow to move the CTI Interface to the Attached Interfaces list. 8. Select the interface in the Attached Interfaces list. The Connection Manager - Interface Parameters relevant to the Connection Manager automatically appear.
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You can attach more than one CTI Interface to connect to the Connection Manager. You can only view the parameters of one interface at a time.
NOTE: To view the Connection Manager - Interface Parameters, you must select a CTI Interface!
a.
To add parameters to the Configure Connection Manager - Interface Parameters, click Add.
-or-
c.
or double-click the parameter. The CM
b. If you added a new CM Additional parameter, in the Name field, enter a name.
d. Repeat for all other parameters that need to be added/edited.
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10. Click Finish.
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Defining a New Driver

When creating a customized integration or when you need to add a new Driver to an existing integration, define a new Driver using the New Driver wizard.
Information Required Before you Begin - Driver Definition
The name of the Driver The IP address or Host name where the Driver is installed The CLSs connected to the Driver Reporting levels for all messages, if different from the defaults If any Driver parameters need to be defined, their names and values The CTI Interface that will be connected to the Driver
To define a new Driver: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Select CTI Integrations > Drivers. Then from the Actions menu, select New Driver.
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The Set New Driver Wizard starts.
3. Click Next. The Driver General Information appears.
a.
Enter a Name. This is used to identify the Driver in the System Administrator and other applications.
Important: When entering a Host Name, the Host Name should NOT contain any spaces.
b. Enter the Location where the Driver is installed, i.e. the NICE Interactions Center.
4. Expand Attach CLS and select a NICE Interactions Center (CLS Server). In some
environments, you can select more than one NICE Interactions Center (CLS Server).
5. To customize the levels at which messages are reported, expand Driver Reporting Level.
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a.
b. Select the checkboxes for the reporting levels you want to include and click OK. NOTE: It is highly recommended that you do not change the settings of the default reporting levels. Changing reporting levels should be done only by authorized personnel and in conjunction with NICE Customer Support. 6. To define additional parameters for the Driver, expand Additional Driver Parameters.
a.
To add parameters to the Additional Driver Parameters, click Add.

-or-
To edit a parameter, select it and click Edit Additional Driver Parameter window opens.
or double-click the parameter. The
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b. If you added a new Additional Driver parameter, in the Name field, enter a name. c.
d. Repeat for all other parameters that need to be added/edited. 7. To define CTI Analysis, expand CtiAnalysis Parameters.
a.
Select Check the box if using CTI Analysis. The CTI Analysis Parameters display.
b. To add parameters to the CtiAnalysis Parameters, click Add.

-or-
To edit a parameter, select it and click Edit CTIA Parameter window opens.
c. d. In the Value field, enter a value and click OK. e.
or double-click the parameter. The Driver
If you added a new Driver CTIA parameter, in the Name field, enter a name. Repeat for all other parameters that need to be added/edited.
8. Click Next. The Attach Connection Manager and Switches window appears.
When you click an Interface, the Connection Manager is automatically selected and opens a Configuration window.
9. If you need to define Driver - Interface parameters, continue with Step 10. -or-
If you do not need to define Driver - Interface parameters, continue with Step 18 on page 271.
10. Select the relevant CTI Interface. The wizard automatically connects the Driver and the
Connection Manager.
The Configuration window opens automatically when you select an interface.

11. If the interface does not open, click Configure or double-click the selected CTI Interface.
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The Driver - Interface Configuration window opens. The sections that appear are according to the Driver definition.
12. To add the Driver Real-time Plugins monitoring, expand Driver Real-time Plugins.
Click the arrows to change the order
NOTE: You should perform activation of Media Correlation and Field Mapping only if you have been advised to do so by a NICE Solution Engineer.
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Select the relevant options for your integration:

a.
To add device mapping, select Device Mapping. The Device Mapping area displays. displays.
b. To add media correlation, select Media Correlation. The Media Correlation area c.
To add field mapping between the CAPI and business data fields, select Field Mapping. The Field Mapping area displays. To add monitoring for CAPI Spy, select CAPI Spy.
NOTE: It is highly recommended that CAPISpy should be the last entry in the Driver Real-time Plugins.
d. To add monitoring for rejected devices or trunks, select Rejected Devices. e.
f.
To add monitoring for devices, see Step 13. To add additional Driver Switch parameters, see Step 14 on page 263. To add Device Mapping, see Step 15 on page 264. To add Media Correlation, see Defining Media Correlation on page 289. To add Field Mapping, see Step 16 on page 266. To add Rejected Devices, see Step 17 on page 268. If no other configurations need to be made in the Driver - Interface Configuration area, click OK.
13. (Optional) To add device monitoring, expand Monitor Devices.
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All available devices are listed in the Available Devices list.

a.
Select the device(s) you want to monitor and click the arrow to transfer the device(s) to the Monitored Devices area.
b. Continue as follows:
To add additional Driver Switch parameters, see Step 14. To add Device Mapping, see Step 15 on page 264. To add Media Correlation, see Defining Media Correlation on page 289. To add Field Mapping, see Step 16 on page 266. To add Rejected Devices, see Step 17 on page 268. If no other configurations need to be made in the Driver - Interface Configuration area, click OK.
14. (Optional) To define additional Driver Switch parameters, expand Additional Driver Switch Parameters.
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a.
or double-click the parameter. The Driver

b. Enter a value and click OK. c.
Repeat for all other parameters that need to be edited.
d. Click OK. 15. (Optional) To add device mapping, expand Device Mapping. NOTE: You must have selected Device Mapping in the Driver Real-Time Plugins area for this option to display, see Step 12 on page 261.
Device Mapping is used with CTI Integrations that report one call on a station and another call on a position - where both calls refer to the same device. Device Mapping enables you to map one device to the other e.g. you can map Position to Extension (or vice versa).
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a.
Add all devices that you want to map, click Add. The Device Mapping window appears.
NOTE: You can import a text file with the devices already mapped to one another.
b. Enter the relevant device IDs and click OK. The Driver - Interface Configuration window
appears again.
c.
In the Device Mapping area, verify that the devices are mapped correctly and click OK.
d. Continue as follows:
To add Media Correlation, see Defining Media Correlation on page 289. To add Field Mapping, see Step 16 on page 266. To add Rejected Devices, see Step 17 on page 268. If no other configurations need to be made in the Driver - Interface Configuration area, click OK.
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16. (Optional) To define Field Mapping, expand Field Mapping. NOTE: You should configure Field Mapping only if you have been advised to do so by a NICE Solution Engineer.
Click Add
a.
To add field mapping, click Add. The Create new field mapping window appears.
b. In the Define a source field area, from the Field Type drop-down list, select the relevant field type. The relevant Define a source field area appears. c.
In the Field Name field, enter a name in the Field Name field or select the relevant field name.
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Note: If you select CAPI Field, you can only select fields that display in the Field Name
list.
d. If you selected Business Data, select the relevant length type:
If you selected Fixed length area: in the Start Index field, enter the relevant Start Index.
Note: Indicate the number of characters that should be counted to the first character of
the value.
In the Length field, enter the required length.

Note: Indicate the values number of characters.
Enter relevant Start Index Enter required length
If you selected Dynamic length area: in the Starts from field, enter the relevant expression from which the name starts.
Note: If the name appears at the beginning of a string, leave the Starts from field
blank. In the Ends with field, enter the expression with which the name ends.
Note: If the name appears at the end of a string, leave the Ends with field blank.
If the name appears more than once, in the Appearance field enter which numbered appearance you want to use.
Enter the expression from which the name starts Enter the expression with which the name ends Enter the numbered appearance that you want to use
e. f.
In the Define a destination field area, from the Field Type drop-down list, select the relevant field type. In the Field Name field, enter a name in the Field Name field or select the relevant field name.
Note: If you select CAPI Field, you can only select fields that display in the Field Name
list.
g. Click OK. The new Field Mapping appears in the Source list. 17. (Optional) To add rejected devices or trunks, expand Rejected Devices.
Rejected Devices is used with CTI Integrations where you need to reject (or filter) specific devices or trunks. This is used in situations where you have two parallel integrations - for example, a simple integration and a Dialer integration - and you have duplicate monitoring of devices in both integrations. You can reject (filter out) the devices or trunks that are monitored in the Dialer integration from the simple integration.
You can add both devices and trunks in this section.

IMPORTANT Activation of this Real-Time plugin only takes place after you select it in the Driver configuration, see Step 12 on page 261.
For rejected devices, enter the rejected device ID. For rejected trunks, enter the rejected trunks using this formula: T/Trunk group number/#/Time slot
EXAMPLE:
If you want to reject all trunks in Trunk Group 5, you need to enter - T5#* If you want to reject all trunks, you need to enter - T*#* If you want to reject trunk numbers 3 to 6 in trunk group 7, you need to enter - T7#3, T7#4, T7#5 and T7#6
a.
Continue with the relevant procedure:
If you do not need to add rejected devices/trunks, continue with Step 18 on page 271. To add/import/edit/delete/search for rejected devices/trunks, follow the relevant procedure:
Procedures for Managing Rejected Devices To Do Add a single rejected device Procedure 1. Click appears. 3. Click OK. . The Add Rejected Devices window
Add a range of rejected devices
1. Click . The Add Range Rejected Devices window appears. 2. In the Start at Device Number field, enter the number of the first rejected device. 3. In the Number of devices to add field, enter the number of rejected devices. 4. Click OK. Note: You cannot add a range of rejected trunks using this method. However, you can import a file with a list of rejected trunks.
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Procedures for Managing Rejected Devices (Continued) To Do Import rejected devices from a file Procedure 1. Click . The Import Rejected Devices List window appears. 2. Complete the information. 3. Click OK. The rejected devices/trunks appear in the Devices list.
Search for a rejected device
1. Select the device that you want to search for and click . The Search For Device window appears.
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All rejected trunks and devices appear in the Devices list.
19. Click Finish. 20. If you need to configure Media Correlation, see Defining Media Correlation on page 289.
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Defining a New Key Manager

A Key Manager is an optional component. It provides audio encryption keys that are reported from the CTI to the Logger. The Key Manager is connected to a CTI Interface through a Connection Manager.
The section describes how to define a Key Manager as part of a customized integration via the New Key Manager wizard. (The Key Manager can also be defined as an optional component in the CTI Connection wizard, see Defining a Complete CTI Connection on page 200.)
NOTE: If you are creating a customized integration and you require a Key Manager, you first have to define a new Connection Manager in the New Connection Manager wizard, see Defining a New Connection Manager on page 248. Guidelines for defining Key Managers
Each Key Manager can be connected to only one Connection Manager. Each Connection Manager can be connected to more than one Key Manager (for redundancy).
Information Required Before you Begin - Key Manager Definition
The name of the Key Manager The IP address or Host name where the Key Manager is installed The CTI Interface/Connection Manager to connect to the Key Manager Reporting levels for all messages, if different from the defaults If any Key Manager parameters need to be defined, their names and values The CTI Interface that will be connected to the Driver
To define a new Key Manager: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization tree, select CTI Integrations > Key Managers. Then from the Actions, menu, select New Key Managers.
The Set New Key Manager wizard starts.
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3. Click Next. The General Information step appears.
a.
Enter a Name for the Key Manager. This name is used to identify the Key Manager in the System Administrator and other applications. In the Key Managers Location area, enter the IP address or Host name where the Key Manager is installed, i.e. the NICE Interactions Center.
Important: When entering a Host Name, the Host Name should NOT contain any spaces.
b. Accept the default Port or select a different one. c.
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4. To customize the levels at which messages are reported, expand Key Manager Reporting Level.
a.
b. Select the checkboxes for the reporting levels you want to include and click OK. NOTE: It is highly recommended that you do not change the settings of the default reporting levels. Changing reporting levels should be done only by authorized personnel and in conjunction with NICE Customer Support.
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5. To define a switch connection, expand Attach Switch.
Select the relevant CTI Interface. The Connection Manager is automatically selected and the Key Manager is automatically attached to it.
6. To define additional parameters for the Key Manager, expand Additional Key Manager Parameters.
7. To add parameters to the Additional Key Manager Parameters, click Add.
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-or-
To edit a parameter, select it and click Edit Manager Parameter window opens.
a.
or double-click the parameter. The Key
If you added a new Key Manager parameter, in the Name field, enter a name. Repeat for all other parameters that need to be added/edited.
b. In the Value field, enter a value and click OK. c.
8. Click Next. A Summary of the Key Manager definition appears.
9. Click Finish.
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Defining a New Media Provider Controller

The Media Provider Controller is an optional component defined in only some Active VoIP environments. The Media Provider Controller defines how and where audio is forwarded from the telephony switch. The Media Provider Controller is connected to a CTI Interface through a Connection Manager. The section describes how to define a Media Provider Controller as part of a customized integration via the New Media Provider Controller wizard. (The Media Provider Controller can also be defined when applicable in the CTI Connection wizard, see Defining a Complete CTI Connection on page 200.)
NOTE: If you are creating a customized integration and you require a Media Provider Controller, you first have to define a new Connection Manager in the New Connection Manager wizard, see Defining a New Connection Manager on page 248. Guidelines for defining Media Provider Controllers NOTE: It is recommended that each Media Provider has its own Connection Manager.
Each Media Provider Controller can be connected to only one Connection Manager. Each Connection Manager can be connected to more than one Media Provider Controller (for redundancy).
Information Required Before you Begin - Media Provider Controller Definition
The name of the Media Provider Controller The IP address or Host name where the Media Provider Controller is installed The Connection Manager being connected to the Media Provider Controller Reporting levels for all messages, if different from the defaults If any Media Provider Controller parameters need to be defined, their names and values The CTI Interface that will be connected to the Driver
To define an new Media Provider Controller: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization tree, select CTI Integrations > Media Provider Controller. Then, from the Actions menu, select New Media Provider Controller.
The Set New Media Provider Controller wizard starts.
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3. Click Next. The Media Provider Controller Type step appears.
4. Select a Media Provider Controller type and click Next. The General Information step
appears.
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5. Expand the General Details area and do the following: a.
Enter a Name for the Media Provider Controller. This name is used to identify the Media Provider Controller in the System Administrator and other applications. the VoIP Logger where the Media Provider Controller is installed.
b. In the Media Provider Controllers Location area, enter the IP address or Host name of
IMPORTANT When entering a Host Name, the Host Name should NOT contain any spaces. In specific integrations, the Media Provider Controllers Location is on the NICE Interactions Center. See your Integrations Guide for detailed information. 6. To attach the Media Provider Controller to a Connection Manager, expand Attach Connection Manager.
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7. To define additional parameters for the Media Provider Controller, expand Additional Media Provider Controller Parameters.
8. To add parameters to the Additional Media Provider Controller Parameters, click Add. -or-
To edit a parameter, select it and click Edit Manager Parameter window opens.
a.
or double-click the parameter. The Key
If you added a new Media Provider Controller parameter, in the Name field, enter a name. Repeat for all other parameters that need to be added/edited.
b. In the Value field, enter a value and click OK. c.
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9. To customize the levels at which messages are reported, expand Media Provider Controller Reporting Level.
a.
Select the desired row and click Edit Level window appears.
or double-click the parameter. The Set Reporting
b. Select the checkboxes for the reporting levels you want to include and click OK. NOTE: It is highly recommended that you do not change the settings of the default reporting levels. Changing reporting levels should be done only by authorized personnel and in conjunction with NICE Customer Support.
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10. Click Next. A Summary of the Media Provider Controller definition appears.
11. Click Finish.
The Media Provider Controller definition is complete.
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Specialized CTI Integration Definitions

The following procedures are provided to help you with specialized procedures in your CTI Integration:
Mapping Devices on page 285 Defining Media Correlation on page 289 Defining Field Mapping on page 295 Defining Rejected Devices and Trunks on page 298 Defining Failover on page 302
Mapping Devices
Device Mapping is used with CTI Integrations that report one call on a station and another call on a position - where both calls refer to the same device. Device Mapping enables you to map one device to the other e.g. you can map Position to Extension (or vice versa).
To map devices: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select Master Site > CTI Integrations > Drivers > the relevant Driver. a.
Click the Interfaces tab.
b. Select the relevant CTI Interface and click
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c.
Expand Driver Real-time Plugins.
Select Device Mapping
d. Select Device Mapping. The Device Mapping section appears in the Driver-Interface
Configuration window.
3. Expand Device Mapping. NOTE: You must have selected Device Mapping in the Driver Real-Time Plugins area for this option to display, see Step 12 on page 261.
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4. Perform one or several of the following procedures. Procedures for Managing Mapped Devices To Do Map a single device 1. Click appears. 3. Click OK. . The Add Device Mapping window Procedure
Edit a mapped device
1. Select the mapped device that you want to edit and click . The Edit Device Mapping window appears. 2. Edit the device information. 3. Click OK.
Map a range of devices
1. Click . The Add Range Device Mapping window appears. 2. In the Start Map From device field, enter the number of the first device from which you want to map. 3. In the Number of devices to be mapped field, enter the number of devices you want to map. 4. In the Start Map To device field, enter the number of the first device to which you want to map. 5. Click OK.
Import Device Mapping from a file
1. Click . The Import Device Mapping List window appears. 2. Complete the information. 3. Click OK. The devices appear in the From Device and To Device list.
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Procedures for Managing Mapped Devices (Continued) To Do Delete mapped devices Procedure
Select the mapped device that you want to delete and click .
Search for a mapped device
1. Select the mapped device that you want to search for and click appears. 3. Click OK. . The Search For Device window
All mapped devices appear in the From Device and To Device list.
5. In the Device Mapping area, verify that the devices are mapped correctly and click OK.
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Defining Media Correlation

Media Correlation is used on site where you have two CTI Interfaces attached to the same recording system and where the recording and the CTI information are taken from two different sources:
The CTI information is received from a CTI server, either a TDM or VoIP PABX. The Media Location is received from another link (usually a SIP Trunk).
The Media Correlation Plugin enables you to match the Media Location interface information with the CTI interface information so that you are able to record from the SIP trunk location.
NOTE: You should perform activation of Media Correlation only if you have been advised to do so by a NICE Solution Engineer.
To define Media Correlation: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. Configure the CTI Connection wizard, see Defining a Complete CTI Connection
on page 200.
3. Configure the second CTI Interface using the CTI Interface wizard, see Defining a New CTI
Interface on page 235.

4. Connect the second CTI Interface to the Connection Manager of the first CTI Interface: In the Connection Manager branch, select the first CTI Interface. Click the Interfaces tab. From
the Available Interfaces list, select the second CTI Interface. Click the Attached Interfaces list.
Select the relevant Available CTI Interface
and move it to the
5. In the Organization tree, select Master Site > CTI Integrations > Drivers > the Driver of
the Interface that supplies the Media Location e.g. SIP Trunk.
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a.
b. Select the relevant CTI Interface and click c.
Select Media Correlation
d. Select Media Correlation. The Media Correlation section appears in the
Driver-Interface Configuration window.

Note: This has to be selected on both interfaces - both the interface suppling the CTI
information and the interface supplying the Media Location.

IMPORTANT Configuration of the parameters in the Media Correlation Plugin section should be done ONLY on the interface that supplies the CTI information and NOT on the interface that supplies the Media Location. e.
Click OK.
6. Click Save. 7. In the Organization tree, select Master Site > CTI Integrations > Drivers > the Driver that
supplies the CTI information.

a.
Select Media Correlation
d. Select Media Correlation. The Media Correlation section appears in the
Driver-Interface Configuration window.

Note: This has to be selected on both interfaces - both the interface suppling the CTI
information and the interface supplying the Media Location.

8. Expand Media Correlation Plugin. IMPORTANT Configuration of the parameters in the Media Correlation Plugin section should be done ONLY on the interface that supplies the CTI information and NOT on the interface that supplies the Media Location.
Set the parameters
9. Double-click the Media Location Switch ID. The Media Location Switch ID window
appears.
10. From the drop-down list, select the relevant Media Location and click OK.
The selected Media Location Interface appears in the Value field.

11. Double-click the CTI Switch ID. The CTI Switch ID window appears.
12. From the drop-down list, select the relevant CTI Interface and click OK.
The selected CTI Interface appears in the Value field.

13. Double-click Matching Mode. The Matching Mode window appears.
14. Select the relevant matching mode and click OK.
NOTE: Select All if you want all the Matches in the Match column to be met for the Media Correlation to be successful. Select One if it is enough that one of the Matches in the Match column is met for Media Correlation to be successful.
The selected Matching Mode appears in the Value field.
Click Add
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15. You can now add the Matches, click Add. The Match Values window appears.
a.
From the Media Location Parameter drop-down list, select the relevant Media Location parameter. If there are business data fields that need to be matched:
b. From the CTI Parameter drop-down list, select the relevant matching CTI parameter. c.
From the Business Data Field > Media Location Parameter drop-down list, select the relevant Media Location parameter. From the Business Data Field > CTI Parameter drop-down list, select the relevant matching CTI parameter.
d. Click OK.
16. Click OK. 17. Click Save.
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Defining Field Mapping

Field Mapping enables the capture of one field or a part of a field and the placement of this information in another field. Field Mapping is used for extracting simple business data from complicated business data.
NOTE: You should perform activation of Field Mapping only if you have been advised to do so by a NICE Solution Engineer.
To define Field Mapping: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select Master Site > CTI Integrations > Drivers > the relevant Driver. a.
Select Field Mapping
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d. Select Field Mapping. The Field Mapping section appears in the Driver-Interface
Configuration window.
3. Expand Field Mapping.
Click Add
a.
To add field mapping, click Add. The Create New Field Mapping window appears.
b. In the Define a source field area, from the Field Type drop-down list, select the relevant field type. The relevant Define a source field area appears. c.
In the Field Name field, enter a name in the Field Name field or select the relevant field name.
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NOTE: If you select CAPI Field, you can only select fields that display in the Field Name list.
d. If you selected Business Data, select the relevant length type:

e.
If you selected Fixed length, continue with Step e. If you selected Dynamic length, continue with Step f.
If you selected Fixed length area: in the Start Index field, enter the relevant Start Index.
NOTE: Indicate the number of characters that should be counted to the first character of the value.
In the Length field, enter the required length.

NOTE: Indicate the values number of characters.
Enter relevant Start Index Enter required length
f.
If you selected Dynamic length area: in the Starts from field, enter the relevant expression from which the name starts.
NOTE: If the name appears at the beginning of a string, leave the Starts from field blank.
In the Ends with field, enter the expression with which the name ends. If the name appears more than once, in the Appearance field enter which numbered appearance you want to use.
Enter the expression from which the name starts Enter the expression with which the name ends Enter the numbered appearance that you want to use
NOTE: If the name appears at the end of a string, leave the Ends with field blank.
g. In the Define a destination field area, from the Field Type drop-down list, select the
relevant field type.
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h. In the Field Name field, enter a name in the Field Name field or select the relevant field
name.
NOTE: If you select CAPI Field, you can only select fields that display in the Field Name list. If you select Business Data, the Field Name that you enter here should be the
one that is defined in the Database Servers.
i.
Click OK. The new Field Mapping appears in the Source list.
Defining Rejected Devices and Trunks

You can add monitoring for rejected devices and trunks. Follow the procedure below.
To define rejected devices and trunks: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Select CTI Integrations > Drivers > Driver Name. The driver definitions appears.
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3. Click the Interfaces tab.
4. Select the relevant CTI Interface and click Configure or double-click the selected CTI
Interface.
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Click the arrows to change the order
6. Select Rejected Devices. 7. Expand Rejected Devices.
You can add both devices and trunks in this section. To add/import/edit/delete/search for rejected devices/trunks, follow the relevant procedure:
Procedures for Managing Rejected Devices To Do Add a single rejected device 1. Click appears. 3. Click OK. . The Add Rejected Devices window Procedure
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Procedures for Managing Rejected Devices (Continued) To Do Add a range of rejected devices Procedure 1. Click . The Add Range Rejected Devices window appears. 2. In the Start at Device Number field, enter the number of the first rejected device. 3. In the Number of devices to add field, enter the number of rejected devices. 4. Click OK. Note: You cannot add a range of rejected trunks using this method. However, you can import a file with a list of rejected trunks. Import rejected devices from a file 1. Click . The Import Rejected Devices List window appears. 2. Complete the information. 3. Click OK. The rejected devices/trunks appear in the Devices list.
Search for a rejected device
1. Select the device that you want to search for and click . The Search For Device window appears.
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All rejected trunks and devices appear in the Devices list.
Defining Failover
Failover enables you to use an alternative interface for call records. In this situation, you require one Connection Manager, one Driver, and two CTI Interfaces. You connect to the primary CTI Interface and when it fails, your connection switches over to another CTI Interface (i.e. the secondary CTI Interface). These interfaces can be different types, for example Genesys and Cisco TAPI. See the diagram below.
NOTE: Failover occurs when you move from the primary CTI Interface to the secondary CTI
Interface. Failback occurs when you move from the secondary CTI Interface to the primary CTI Interface.
IMPORTANT Ensure that you have all relevant licenses for all recorded devices that require licensing on the PABX side before they can be monitored by the integration. For example if you have a site that wants to use failover for both Genesis and Avaya TSAPI, it is important to remember that both require PABX licenses for monitoring purposes.
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Specialized CTI Integration Definitions Primary Interface
Genesys CTI Server
CTI Driver
Connection Manager
CTI Interface
Genesys
Cisco PABX
CTI Interface
Cisco TAPI
Secondary Interface that takes over in case of failover
Cisco CTI Server
It is configured in the Driver definition. There are three possible Failback modes (i.e. when the primary CTI Interface resumes functioning and takes the place of the secondary CTI Interface):
Automatic failback: In this situation, once the CTI Link with the higher priority becomes available, the system performs Automatic Failback. It can cause some superfluous failbacks. Scheduled failback: If there was Failover and a link with higher priority becomes available,
the Driver performs Failback at the scheduled time.

Manual failback: In this situation, no Failback is performed. This is the default setting. To
perform Failback, the Driver should be restarted. Restart all NICE Integration services. The following procedure assumes that the Driver has already been defined in the System Administrator.
WARNING When failback is taking place, there is a possibility of CTI loss.
To configure Failover: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Configure your primary CTI Interface: Use the CTI Connection wizard to create your:
Primary CTI Interface Connection Manager Driver

See Defining a Complete CTI Connection on page 200.

NOTE: All graphics in this example are relevant for Cisco Genesys. IMPORTANT Configure all the devices that need to be monitored in the Available Devices area.
3. Configure your secondary CTI Interface, see Defining a New CTI Interface on page 235.
The example below uses Cisco TAPI as the secondary CTI Interface.
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4. In the Available Device area, configure the same groups of devices that you configured in
Step 2, i.e. if you configured extensions in the primary CTI Interface, configure extensions in the secondary CTI Interface. You should monitor any groups of devices that can be monitored.
IMPORTANT: If the secondary CTI Interface monitors all devices for example, Cisco Skinny,
there is no need to define devices here.

5. In the Organization Tree, navigate to the Connection Manager that you just created in the
CTI Connection wizard.

6. Click the Interfaces tab. 7. In the Attach CTI Interfaces area, from the Available Interfaces list, select the secondary
CTI Interface that you configured in Step 3 and click
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The secondary CTI Interface appears in the Attached Interfaces list.
8. Click Save. 9. In the Organization Tree, navigate to the Driver that you created in the CTI Connection
wizard.
IMPORTANT To enable Failover, at least two CTI Interfaces have to be connected to the same driver. 10. Select the secondary CTI Interface and click Configure. The Driver - Interface Configuration
window appears.
NOTE: You need to monitor the devices that you defined for the secondary CTI Interface in Step 4 on page 305. If the secondary CTI Interface monitors all devices, then this step is not necessary.
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11. Expand the Monitor Devices area.
12. In the Available Devices list, select all devices that you want to monitor. Click them to the Monitored Devices list.
to move
13. Click OK and click Save.
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14. Click the Failover tab.
15. Click the Failback Mode drop-down list and select the relevant Failback mode. NOTE: The recommended Failback mode is Manual.
16. To add Failover, in the Add a new Failover pair area, click the Interface drop-down list and
select the relevant primary CTI Interface.
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a.
Click the Alternative Interface drop-down list and select the relevant secondary CTI Interface.
b. Click Add Failover.
The defined Failover pair is added to the Existing Failover list.
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17. To verify the failover, in the Organization Tree, navigate to CTI Integrations and click the Diagrams tab.
18. To save the failover configuration, in the Organization Tree, navigate to CTI Integrations and click Apply.
NOTE: When you have finished configuring Failover, restart all the NICE Integration services. 19. To remove Failover, click Remove Failover.
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Managing CTI Integration Definitions

The following procedures are provided to help you manage your CTI Integration definitions.
Viewing a Summary and Accessing Components Accessing Components from the Resources Tab on page 312 Viewing a Diagram of all Components on page 313 Editing CTI Integration Definitions on page 314 Copying XML Files on page 335
Viewing a Summary and Accessing Components

The Summary tab enables you to view at one glance all existing integrations and when necessary to see their individual components. You can also edit existing telephony switches here.
To view a summary of all integrations:
Click the CTI Integrations branch and then click the Summary tab. A summary of all defined integrations appears in the Summary tab.
To view the individual components of each integration: 1. In the Summary tab, expand the relevant integration.
Double-click to open
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2. Double-click the component.
The selected CTI component appears.
Accessing Components from the Resources Tab

The Resources tab enables you to view and to access all existing CTI components organized according to category.
To view and access all components: 1. Click the CTI Integrations branch and then click the Resources tab.
A list of all defined components appears in the Resources tab.
Double-click to open
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2. To access the complete details of a single component: In the Resources tab, double-click the
component
-or-
From the CTI Integrations branch, select the component. The selected CTI component appears.
Viewing a Diagram of all Components

The Diagram tab is a visual aid showing component connectivity. It allows you to see which components are connected Displays the connectivity between individual components.
To view a diagram of all components and the connections between them:
Click the CTI Integrations branch and then click the Diagram tab. Rollover an icon for a tooltip of component details.
Driver Key Manager Media Provider Controller
Connection Manager
CTI Interface
Telephony Switch
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Modifying CTI Integrations

You can edit or delete any CTI Integration or its components. Follow the relevant procedure:
Editing CTI Integration Definitions Modifying Driver Configuration Parameters on page 315 Deleting an Unwanted Integration on page 316 Deleting CTI Integration Definitions on page 317
Editing CTI Integration Definitions

You can edit any of the CTI Integration definitions directly on their tabbed pages. These procedures are applicable for the following definitions:
CTI Interface Connection Manager Driver Key Manager Media Provider Controller
To edit a CTI Integrations definition: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, expand CTI Integrations. Then, select the appropriate branch. -or-
In the Organization tree, select the CTI Integrations branch and then double-click a component.
3. Edit parameters as required. See the following sections for details of available parameters:
Defining a New CTI Interface on page 235 Defining a New Connection Manager on page 248 Defining a New Driver on page 255 Defining a New Key Manager on page 272 Defining a New Media Provider Controller on page 278 .
4. Click Save
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Modifying Driver Configuration Parameters

Driver configuration parameters can modified. After modifying driver configuration parameters, click Save and then select the CTI Integrations branch and click Apply. Do not restart NICE components or services!
To modify Driver configuration parameters: 1. In the Organization tree select CTI Integrations > Drivers > Driver. Then click the Interfaces tab.
Driver definition
2. Select the relevant CTI Interface. Do not clear its checkbox! 3. Click Configure or double-click the selected CTI Interface.
The Driver - Interface Configuration window appears. The sections that appear vary according to the Driver definition.
4. Expand a section and see to Defining a New Driver on page 255 for details.
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5. Click OK. 6. Select the CTI Integrations branch and click Apply. Do not restart NICE components or
services!
Apply
Deleting an Unwanted Integration

If required, you can delete a complete Integration including the telephony switch.
NOTE: If you use this delete option, all components of the integration will be deleted.
To delete an unwanted integration: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Select CTI Integrations. The Summary tab appears.
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3. In the Summary tab, expand the integration you want to delete.
4. Click
A message box appears asking if you want to delete the Connection and all its components.
5. Verify that you are deleting the correct integration and if you want to delete the integration click Yes to delete all the listed components in the integration.
Deleting CTI Integration Definitions

Since Drivers are connected to Connection Managers, which in turn are connected to CTI Interfaces, before you can delete any component, you must redefine or remove its connections.
To delete an Integration definition: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select the Integration. 3. Click Delete -or-
From the Actions menu, select Delete.
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Managing Telephony Switches and Devices

You can add, edit or delete telephony switches and devices. Follow the relevant procedure;
Adding a Telephony Switch Editing Telephony Switches and Devices on page 319 Adding or Modifying Monitored Devices during Runtime on page 327 Deleting Unused Telephony Switches on page 334
Adding a Telephony Switch

You can define a telephony switch as a separate step from the interface.
NOTE: You can also define a telephony switch, when you are defining a CTI Connection/Interface, as part of the wizard.
To define a new telephony switch: 1. Select CTI Integrations > CTI Interfaces. Then, from the Actions menu, select Create new telephony switch.
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The New Telephony Switch window appears.
2. In the Switch Name field, enter the telephony switch name. 3. From the Telephony Switch Type drop-down list, select the relevant telephony switch. 4. From the CLS Reporting Type drop-down list, select the relevant recording method. 5. In the Agent Logon Mode area, select the relevant settings. NOTE: It is recommended to leave the default settings. 6. Click OK.
The Telephony Switch Configuration window closes.
Editing Telephony Switches and Devices

You can edit the telephony switches and devices from the Summary tab.
To edit a telephony switch and devices: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization tree, navigate to Master Site > CTI Integrations. The Summary tab
appears.
3. In the Summary tab, expand the integration whose telephony switch or devices you want to
edit.
4. Click
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The Edit CTI Integration wizard appears.
5. Click Next. The Available Devices section appears.
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6. To set devices, select the relevant procedure/s: Procedures for Managing Available Devices To Do Add a single device 1. Click appears. . The Available Devices window Procedure
Note: If this field only becomes available, if it is relevant for your integration. 5. Click OK. Add a range of devices 1. Click . The Available Devices Add Range window appears. 2. In the Start at Device Number field, enter the number of the first device. 3. In the Number of devices to add field, enter the number of devices you want to add. 4. From the Device Type drop-down list, select a device. 5. Click OK.
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Delete devices
Procedures for Managing Available Devices (Continued) To Do Export a list of devices to a file Procedure . The Export Available Devices List 1. Click window appears. 2. Complete the information. 3. Click OK.
Search for a device
. The Search For
The devices that you have added/edited/imported appear in the Available Devices section.
7. When you have added/edited/deleted/imported all devices, click Next. IMPORTANT After completing this procedure, update the Channel Mapping definitions for any new devices you have added. For details, see the Channel Mapping Guide.
The Monitored Devices section appears.
8. Add or remove devices to/from the Monitored Devices list. 9. Click Next. The Additional Edit section appears.
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10. If you need to edit the physical switch, click
. The Edit Telephony Switch window appears.
11. Edit the telephony switch and click OK. 12. Click Finish. 13. Click Save and then click Apply.
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Adding or Modifying Monitored Devices during Runtime

All devices (extensions, handsets, etc.) must be monitored in order to be recorded. Some integrations run only in a monitor all mode where all devices are monitored at all times. Other integrations support monitoring of only selected devices. By default, all devices are monitored when the Driver is defined. This procedure is intended for use as you add or remove extensions or other devices. This procedure can be performed without interruption in the performance of your NICE Perform system. You do not have to restart NICE components or services! The following procedure describes how to add or modify a device to an Integration and then define it for monitoring. In order for a device to be monitored you must do the following:
1. Add it to the list of Available Devices 2. Add it to the list of Monitored Devices IMPORTANT After completing this procedure, update the Channel Mapping definitions for the new device. For details, see the Channel Mapping Guide.
To add or modify the Available Devices and add them to list of Monitored Devices: 1. In the Organization tree, navigate to Master Site > CTI Integrations. The Summary tab
appears. Tabs vary according to the selected Integration.
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2. In the Summary tab, expand the integration whose devices you want to add or modify.
3. Click
The Edit CTI Integration wizard appears.
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4. Click Next. The Available Devices section appears.
5. To set devices, select the relevant procedure/s:
To Edit, Delete, Export, or Search the Available Devices, see the relevant procedure.
Important! After these procedures, do not restart NICE components or services! Just click Save. Procedures for Managing Available Devices To Do Add a single device Procedure 1. Click . The Available Devices window appears. 2. In the Device Number field, enter the number you want to assign to the device. 3. From the Device Type drop-down list, select the relevant device type. 4. If the device is a Unique Device, in the Unique Device ID field, enter the host name (SEP + MAC Address).
Note: If this field only becomes available, if it is relevant for your integration. 5. Click OK.
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Procedures for Managing Available Devices (Continued) To Do Add a range of devices Procedure 1. Click . The Available Devices Add Range window appears. 2. In the Start at Device Number field, enter the number of the first device. 3. In the Number of devices to add field, enter the number of devices you want to add. 4. From the Device Type drop-down list, select a device. 5. Click OK.
Import devices from a file
1. In the Import from area, click File.
The Import Available Devices window appears. 2. Complete the information. 3. Click OK. Note: This option is only available for specific integrations.
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Procedures for Managing Available Devices (Continued) To Do Edit devices Procedure 1. Select the device that you want to edit and click . The Edit Available Devices window appears. 2. Edit the device information. 3. Click OK.
Delete devices
Export a list of devices to a file
1. Click . The Export Available Devices List window appears. 2. Complete the information. 3. Click OK.
Search for a device
. The Search For
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The devices that you have added/edited/imported appear in the Available Devices section.
6. When you have added/edited/deleted/imported all devices, click Next. IMPORTANT After completing this procedure, update the Channel Mapping definitions for any new devices you have added. For details, see the Channel Mapping Guide.
The Monitored Devices section appears.
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7. Add or remove devices to/from the Monitored Devices list. 8. Click Next. The Additional Edit section appears.
9. Click Finish. 10. Click Save. Do not restart NICE components or services! 11. Click Apply. 12. For verification of the above processes, see the Drivers Log files.
Sample Driver Log File:
13. Update the Channel Mapping definitions for the new devices. For details, see the Channel
Mapping Guide.
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Deleting Unused Telephony Switches

If you have deleted an Interface definition, you may want to also delete the telephony switch.
NOTE: If you use the delete telephony switch option, all unused telephony switches will be deleted.
To delete unused telephony switches: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Select CTI Integrations > CTI Interfaces. Then from the Actions menu, select Remove Unused Telephony Switches.
A message box appears listing all currently unused telephony switches.
3. Click Yes to delete all unused telephony switches.
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Copying XML Files

This procedure allows you to copy the current configuration data or metadata from your system in the form of XML files.
To use copy XML files: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Expand the CTI Interface branch and select the relevant CTI branch. Note: You can perform XML handling for any CTI Integration component.
You can perform XML handling for any CTI Integration component
3. From the Actions menu, select Handle Xmls. 4. The Get XMLs window appears.
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5. Select an option using the following guidelines:
Site ID - copies all configuration data (not metadata) Connection Manager Metadata Switch Metadata Driver Metadata Media Provider Controller Metadata Key Manager Metadata Type Code ID - copies generic metadata
6. Enter the component ID, if required. 7. In the Xml file field, click Browse to open the Save As window and select a location for the
new file.
8. Click OK.
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13
Business Data - Additional CTI Data Fields
Business Data allows you to customize your sites database by including additional CTI data that is available from your switch and is not automatically included in the nice_interactions database, for example, Customer Name and Account Number.
Contents
Additional CTI Fields (Business Data)........................................................................338 Creating and Mapping Configuring Business Data...................................................340 Indexing Reserved Columns and Business Data Fields...........................................346
Chapter 13: Business Data - Additional CTI Data Fields NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Additional CTI Fields (Business Data)

To define Business Data, you will need to know the exact parameter names of each additional CTI data field, as well as their type and actual size. Refer to the Additional CTI Fields section in the relevant Integration Guide for details.
NOTE: In certain integrations such as Cisco UCCE (ICM), you can also configure additional Business Data Fields Definitions in the CTI Connection wizard. These can be seen in the CTI Interface branch of the CTI Integration.
This is NOT relevant for most integrations! (Configuration information for this type of business data is included in the relevant Integration guides.) After you have configured these business data definitions and completed the CTI Connection wizard, you need to follow the procedures in this chapter. Each additional CTI data field from the CTI Server requires a specific amount of storage space. The additional CTI data fields are passed through the Optional fields to the nice_interactions database. NICE Perform has a set number of Optional fields, each with its own fixed size. Before you create and map the additional CTI data fields, verify the available Optional fields that are equal to or larger than the actual CTI data field size detailed in the relevant Integration Guide.
NOTE: If the Reserved Column or Optional ID field size are smaller than the actual additional
CTI data field, data will be truncated!
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There are 32 Optional ID fields. The type and size of each field is as follows:
Table 13-1: Optional ID Field Optional ID Field Numbers 3, 4, 9, 10, 11, 12 1, 2, 13, 14, 15, 16 7, 8 5, 6, 17, 18, 19, 20, 21, 22 23, 24, 25, 26, 27, 28, 29, 30 31, 32 Maximum Size (bytes) in Optional ID Field Int 231 20 30 40 80 120 Minimum Size (bytes) in Size Field in New Business Data Window N/A 20 30 40 80 120
Type
Number Text Text Text Text Text
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Creating and Mapping Configuring Business Data

If you want to access additional switch CTI data information that is not automatically entered in the NICE Interactions Center, perform the following procedure.
To configure business data for your Database Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Verify ALL required additional CTI field sizes, see the relevant Integration Guide. Note down
the exact additional CTI data field names, their type, and their actual sizes.
EXAMPLE:
You want to map Avaya CVLAN additional CTI data fields. Open the Avaya CVLAN guide. In the Business Data chapter, the Additional CTI Fields section lists the following CTI data fields: Queue, whose type is Text and whose actual CTI data size is 50 bytes. NumInQueue, whose type is Text and whose actual CTI data size is 11 bytes. UUData, whose type is Text and whose actual CTI data size is 96 bytes. HEXUCID, whose type is Text and whose actual CTI data size is 20 bytes. For the purposes of this example, pretend that there is an additional CTI field with the following information: CustomerNumber, whose type is Number and whose actual CTI data size is 4 bytes. Write down the EXACT names, their type, and their ACTUAL sizes.
3. Verify which Optional ID fields are available: a.
In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > CLS Servers and select your NICE Interactions Center (CLS Server). business data fields appears. In the Size column, the sizes of the business data fields that were already defined in the Reserved Column in the nice_interaction database appear.
b. Click the Business Data tab. In the CLS Business Data area, a list of all defined
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In the Optional column, the Optional ID numbers already assigned appear. All business data fields that have not had an Optional ID assigned appear with N/A in this column.
EXAMPLE:
For the current Avaya CVLAN integration example, the following data fields are defined already.
Verify which Optional ID fields are in use. Here, only Optional ID field 8 is in use.
c.
Verify which Optional ID field sizes are in use and which are available. will use for each of the additional CTI data fields you have listed. Write down the relevant Optional ID field number next to each CTI data field.
NOTE: The size of the Optional ID field should be bigger to the actual size or equal to it.
d. Using Table 13-1:Optional ID Field on page 339, verify which Optional ID fields you
EXAMPLE:
For the current Avaya CVLAN integration example, note down the following information:
Queue, whose actual CTI data size is 50 bytes, use Optional ID field number 24 (80 bytes) NumInQueue, whose actual CTI data size is 11 bytes, use Optional ID field number 2 (20 bytes) UUData, whose actual CTI data size is 96 bytes, use Optional ID field number 31 (120 bytes) HEXUCID, whose actual CTI data size is 20 bytes, use Optional ID field number 13 (20 bytes). For the fictitious example: CustomerNumber, whose type is Number and whose actual CTI data size is 4 bytes, use Optional ID field number 13 (20 bytes).
4. Create a Reserved Column in the nice_interaction database for each additional CTI data
field, using the Additional CTI Field information from the relevant Integration guide. This is the Business Data field in the database:
a.
In the Organization tree, select Site > Database Servers. Then select the database server where the nice_interactions database is installed and click the Reserved tab.
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The Reserved Column Details appear.
Database Server
Reserved Tab
Click Add
b. Click Add. The New Business Data window appears.
NOTE: The Reserved Column Size must be greater than or equal to both:

EXAMPLE:
The actual required CTI data field size, see the relevant Integration Guide The Optional ID field you intend to use.
For the Avaya CVLAN integration, define a Reserved Column called Queue with a text size 80. This size is greater than the actual required size of the data field. It matches in size the Optional ID field previously noted down.
c.
Complete the following information:

Column Name
Enter the name of the new field. This must be identical to the additional CTI field name on the CTI Server. Refer to the specific Integration Guide.
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Alias Name
Enter a meaningful name as the Alias Name appears in other applications. For example, the name you enter in the Alias Name field appears in the Business Analyzer.
Column Type
Select the relevant format for the new field. Refer to the specific Integration Guide.
NOTE: Columns defined as DateTime cannot be used for business
data.
Size
If you select Number as the Column Type, you do not need to specify a size. If you selected Text as the Column Type, specify a Size. Select 20, 30, 40, 80, or 120 according to the Optional field sizes that you already decided to use, see step 3d on page 341.
NOTE: Make sure that you define a size that is equal to or larger
than the actual additional CTI data. The size you select determines which available New Optional IDs will be available in the Interactions Center Definitions (CLS Server) branch.
d. Click Create.
WARNING Set the business data fields to values greater than the actual data size (see the relevant Integration guide) otherwise calls will be truncated! After completing this step, you cannot change the allotted storage space for the data or delete the created business data field!
The newly defined business data field is added to the nice_interaction database and appears in the Reserved Column Details area.
New Reserved Column
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5. Repeat Step 4 on page 341 for each additional CTI data field that is on your list. 6. If one or more of these business data field (Column) are frequently queried, you can increase
query speed by adding a index to the column, see Indexing Reserved Columns and Business Data Fields on page 346.
7. Map the Reserved Column to the Optional ID as follows: a.
In the Organization tree, select CLS Definitions > CLS Servers > Interactions Center (CLS) Server Name. Then click the Business Data tab. The CLS Business Data details appear. The additional CTI data fields that you created in the Reserved Columns Step 4 appear in this list.
New CTI data field added in Reserved Column
b. Double-click a Column Name, or select it and click Edit
The Map Optional window appears.
This is where you map the Reserved Column to the Optional ID field.
IMPORTANT Ensure that you select the New Optional ID that you have already noted down and that is of the relevant size. All Optional IDs that are equal to or smaller than the Reserved Column size display. Do NOT select a size that is smaller than the Reserved Column size! EXAMPLE:
Double-click Queue. The Map Optional window appears. Using the list of Optional ID numbers that you noted down, select the Optional ID numbered 24.
Chapter 13: Business Data - Additional CTI Data Fields NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 344
c.
In the New Optional ID field, select the number of the Optional ID field that you noted down and that is the correct size for your data, see step 3d on page 341.
d. Click OK. 8. Repeat Step 7 on page 344 for each additional CTI data field that is on your list. 9. Click Save
10. Restart the Nice Interactions Center Service and the Nice NBA Service. 11. If necessary, open the Users Administrator application and provide the relevant users with
permission to access the new data fields. See the Users Administrator Guide for details.
12. In the relevant applications, display/access data as necessary. For example, in the Business
Analyzer, use the Preferences window to display new fields.
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Indexing Reserved Columns and Business Data Fields

The NICE Perform system includes all necessary indexes. Existing Reserved Columns that require indexing have already been indexed. Business data (Reserved Columns) that are queried frequently can be given index values to increase query speed. If you need to index a business data field that you have configured, use the procedure below. You can index any Reserved Column (both those that you created manually and those provided by the system).
To index a reserved column: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select the Database Server on which the nice_interactions database is installed and click the Reserved tab.
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3. Click Indexes. The Index Wizard starts.
New
a.
Click New. The New Index area is enabled.
b. In the Index Name field, enter a meaningful name for the Index. c.
In the Available Columns list, select the business data field/s that you want to attach for that index.
Chapter 13: Business Data - Additional CTI Data Fields 347
NOTE: Only select the business data fields that are queried frequently.
NOTE: You can attach more than one business data field to the same Index provided you select them all at the same time. Indexes cannot be deleted.
Index with two business data fields attached to it
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d. The order of the columns affects the efficiency of the index. Click Down and Up to prioritize the selected business data fields in the Available Columns list.
Click Up or Down to change the order of the Business data fields.
e.
To save this index entry and create another one, click Save and repeat Steps b-c.
-or-
To save this index and close this window, click OK.

4. In the Database Details area, click Save
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Allocating Channel and Port Licenses (License Manager)
When you purchase your NICE Perform system, you purchase a specific amount of licenses for recording channels and for IP ports. The licenses are purchased for your entire organization. Using the License Manager, you allocate the following:
Channel licenses to specific CLSs Redundant channel licenses to specific sites Port licenses to specific Telephony Services Server
As your organization grows and you purchase more licenses, you use the License Manager to change allocations or to add the new licenses and allocate the new resources.
Contents
Different Types of Channel Licenses..........................................................................352 Channel Allocations - What the Numbers Represent...............................................353 Allocating Licenses to Traders and Channels ...........................................................355 Allocating Redundant Channels...............................................................................356 Clearing Trader and Channel Allocations.................................................................357 Reviewing the Number of Ports assigned to each Telephony Service....................358 Allocating Ports ............................................................................................................359 Updating the Applications Server License to add Channels or Ports .....................361
Chapter 14: Allocating Channel and Port Licenses (License Manager) NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Different Types of Channel Licenses

As part of your applications server license, you receive a license for a specific amount of recording channels. There are three different types of channel licenses:
Trader Channels - These are the channels allocated directly to traders. You define the
number of traders managed by a CLS. The number of channels allocated per trader is defined in your license. The default value in the license is three channels per trader.
Additional Channels - These are extra channels that you allocate directly to a CLS. The CLS
automatically makes them available to any trader who exceeds their basic number of trader channels.
Redundant Channels - These are extra channels that you allocate to a site, but not directly to one CLS. In the event that a CLS fails, the channels allocated to the same site automatically become available for recording on any active CLS within the same site.
EXAMPLE:
You have two sites, Site A and Site B. Site A has 100 traders and two CLSs. 10 of these traders each have turrets with an extra line. To work non-stop, at full capacity, your license has 300 trader channels, 10 additional channels, and 150 redundant channels. You allocate 50 traders (150 trader channels) and 5 additional channels to each CLS at Site A. You allocate 50 of the redundant channels to this site. If one of the CLSs at Site A fails, the 50 redundant channels allocated to Site A will automatically record on any active CLS at Site A. They do not get directly allocated to a CLS and will not record from Site B. The 100 redundant channels not allocated to Site A will not record for the CLS at Site A.
NOTE: If a redundant channel is recording when the CLS is restored, recording continues on the redundant channel until the interaction is complete. Recording is not interrupted. The restored CLS regains its allocated channels. Therefore, you can temporarily have more channels recording than are included in your license.
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Channel Allocations - What the Numbers Represent

To view channel license allocations:
In the Organization tree, click the License Manager branch. The License Manager appears.
1 3 5
2 4 6
License Information
Redundant Channel Allocation
Channel Allocation
NOTE: Only those CLSs with IP channel definitions will appear in the CLS License Definitions list.
The numbers that appear represent the following:

Traders Total - The number of traders according to your license. Each trader is automatically allocated the amount of channels defined in your license. The default value in the license is three channels per trader. The numbers appear as follows: Traders (Channels). For a description of traders and channels, see Different Types of Channel Licenses on page 352. Traders Free - The number of traders not yet defined to a CLS. This number is computed as
follows:
Additional Channels Total - The number of additional channels according to your license. For a description of additional channels, see Different Types of Channel Licenses on page 352. Additional Channels Free - The number of additional channels not yet defined to a CLS.
This number is computed as follows:
Redundant Channels Total - The number of redundant channels according to your license. For a description of redundant channels, see Different Types of Channel Licenses on page 352.
Chapter 14: Allocating Channel and Port Licenses (License Manager) NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 353
Redundant Channels Free - The number of redundant channels not yet defined to a site.
This number is computed as follows:
- Total Redudant Channel Allocation
Redundant Channels - The number of redundant channels allocated to each site. Traders - The number of traders defined for this CLS. The number of channels automatically allocated per trader is defined in your license. The default value in the license is three channels per trader. If you require more channels per trader, allocate Additional Channels. Additional Channels - The number of additional channels allocated to this CLS. Maximum Channels - The maximum channel capacity of the CLS. This number is the sum of the number of channels for all voice loggers configured to the CLS. The number of channels you allocate to the CLS should not exceed this number. Original Allocation - The number of traders channels plus the number of additional channels allocated to the CLS. If this number exceeds the maximum channels, you are allocating more channels than can possibly be used; The line for this CLS is indicated in red. This number is
*3+ computed as follows: . Where 3 is the default value for trader channels per trader. Your actual value is defined in your license and might vary.
Currently Allocated Channels - The number of recording channels currently allocated to the CLS. This number is received from the CLS; it can differ from your computations. In the event that a CLS is down, this number will be zero for that CLS. The CLS using the redundant channels to temporarily record, will have a number higher than the number of channels that you allocated. When the failed CLS is restarted, you can temporarily have a total for this column that is greater than the number of channels that you licensed. This occurs because redundant channels that are recording will not be released until the interaction is completed.
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Allocating Licenses to Traders and Channels

Before allocating channels, confirm the following:
Loggers are attached and configured in the System Administrator.
The CLS is configured in the System Administrator. See Interactions Center Server Configuration on page 157.
To allocate channels: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Open the License Manager: In the Organization tree, select the License Manager branch.
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3. Select a CLS from the resource list and click Edit resource. The License Settings window
appears.
The number of channels not yet allocated
4. Enter the number of Traders defined to this CLS. The number of channels automatically
allocated per trader is defined in your license. The default value in the license is three channels per trader.
5. Enter the number of Additional Channels allocated to this CLS. 6. Click OK.
Allocating Redundant Channels

Redundant channels are allocated separately to each site.
To allocate Redundant channels: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. Open the License Manager: In the Organization tree, click the License Manager branch.
3. In the Redundant Channels Definitions area, select a site from the resource list and click Edit . The License Settings window appears.
The number of redundant channels not yet allocated
4. Enter the number of Redundant channels allocated to this site. Then click OK.
Clearing Trader and Channel Allocations

You can remove all the traders and additional channels allocated to a CLS with one click. This makes them available for allocating to another CLS.
To clear trader/channels allocations:
Select a CLS from the resource list and click Reset allocation. The number of Traders and Additional Channels for this CLS are reset to zero. (Original allocation becomes zero as a result of this change.)
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Reviewing the Number of Ports assigned to each Telephony Service
Reviewing the Number of Ports assigned to each Telephony Service

When you purchase your NICE Perform system, you purchase a specific amount of licenses for ports. The licenses are purchased for your entire organization. The number of ports allocated determines the amount of playback requests that can be handled simultaneously by the Telephony Service. To change port allocations, see Allocating Ports on page 359. To add a new Telephone Service server, see Creating a New Telephony Services Server on page 524. Additional ports can be added with a new Applications Server license. To update a license, see Updating the Applications Server License to add Channels or Ports on page 361.
To view IP port allocations:
Expand the Organization tree and select License Manager. Click the Telephony Services tab. This window is read-only.
The Total number for each type of port available, according to your license, is shown. The number of free ports, not yet assigned, is also displayed.
NOTE: Only those Telephony Service Servers defined as IP will appear in the PBS License Definitions list.
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Allocating Ports
Allocating Ports
Ports are allocated when the Playback Services Server was defined. Use this procedure to change port allocations. If more ports are purchased and a new license acquired, you must update the Applications license. See Updating the Applications Server License to add Channels or Ports on page 361.
To change Port allocations: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Playback > Telephony Services. Then right-click a Telephone Service and select Update Configuration.
The Telephone Services Configuration Wizard appears.
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Allocating Ports
3. Click Add Ports. The current port allocation appears.
4. Adjust the numbers as needed. Then click OK.
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Updating the Applications Server License to add Channels or Ports

NOTE: This section deals with one use of the License Keys. For full instructions, see Managing Licenses on page 31.
When you receive a new Applications Server License, you must update the license and then:
Adjust the trader/channel allocations. Adjust the redundant channel allocations. Make the Port/Telephony Service allocations.
If you have already updated the Applications Server license via the Applications branch, you do not need to update it again. Just readjust your allocations as necessary. When updating an Applications Server license with a different number of traders or channels, one of the following conditions will occur:
The new license has more traders or channels than the previous license. In this case, you can allocate the new traders or channels. See Allocating Licenses to Traders and Channels on page 355. The new license has fewer traders or channels than the previous license. In this case, the number of traders and channels allocated to each CLS is automatically reduced (A percentage of traders/channels is removed from each CLS). You can readjust the allocations as needed. See Allocating Licenses to Traders and Channels on page 355. The new license has the same number of traders and channels as the previous license. In this case, you do not have to make any adjustments.
When updating an Applications Server license with a different number of ports, one of the following conditions will occur:
The new license has more ports than the previous license. In this case, you can allocate the new ports to your Telephony Services. See Allocating Ports on page 359. The new license has fewer ports than the previous license. You can readjust the allocations as needed. See Allocating Ports on page 359. The new license has the same number of ports as the previous license. In this case, you do not have to make any adjustments.
To update a license: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization tree, right-click License Manager and select Import License Keys.
A File Open window appears.

3. Navigate to and select the TXT file where the keys are located. The Import License Keys
window appears.
4. Click Import. This will import all licenses and render them ready for use. Each license will
only become active when you update the relevant license. Each time you open a license window, only the relevant licenses will appear.
5. In the Organization tree, right-click License Manager and select Update License.
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The Application Server License window appears.
6. Select a key from the Available Keys list. -or-
Enter the Serial Number and License Key of the new license.
-or-
Click From File to select the Serial Number and License Key from a file. Only the Applications Server licenses that were previously imported will appear.
7. Click OK. 8. To adjust the port/Telephony Services server allocations, see Allocating Ports
on page 359.
9. To adjust the trader/channels allocations, see Allocating Licenses to Traders and
Channels on page 355.

10. To adjust the redundant channel allocations, see Allocating Redundant Channels
on page 356.
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15
Configuring the Applications
NICE Perform applications are installed on the NICE Perform Applications Server. For installation procedures, see the Applications Suite Installation Guide. The System Administrator must be configured to recognize all applications. Initial configuration procedures are provided as part of the installation procedures. Change the configuration settings the System Administrator for the applications in the following instances:
When additional applications, which were not included in the initial installation, are installed If the NICE Perform applications are uninstalled and then reinstalled on a different server To update your license for NICE Perform applications
Each application requires the name/IP address of the host computer and the HTTP port of the host to which it is connected. These are assigned automatically. In some instances, a TCP port is also defined. You can use the System Administrator to verify or change port assignments. In some sites, there are several Applications Servers. The Primary Applications Server is the server where the NICE Perform Applications Suite is installed. Secondary Applications Servers can be added to the Primary Applications Server to enable load-balancing and facilitate optimal resource utilization. A user logging in to the Applications Suite is unaware of which Applications Server is being utilized. System Users are not assigned to any one Applications Server.
NOTE: If you have a Multi Data Hub environment, see Working with Multi Data Hubs on page 749.
Chapter 15: Configuring the Applications NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Contents
Defining the Applications in the System Administrator ...........................................367 Customizing Application Definitions ..........................................................................370 Defining Search Order and Locations for Storage Centers and Loggers ...............375 Recreating the Customer Experience - Defining CTI Analysis.................................382 Player Default Settings ................................................................................................384 Configuring IP Phones .................................................................................................390 Configuring Business Analyzer Default Settings ......................................................394 Configuring PBO Requests Default Settings .............................................................402 Configuring SmartCenter (TotalView and Performed)...............................................408
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Defining the Applications in the System Administrator

The applications were installed as part of the NICE Perform Applications Suite. Each application runs as a service. You must now define the Host Name/IP Address and Port for each service (defaults are provided). This is done after the database servers are defined so that all definitions can be stored in the appropriate databases. When the NICE Perform Applications Suite was installed, it was installed with default settings, ready to run. To customize application settings, see Customizing Application Definitions on page 370.
TIP: NICE Perform supports both Remoting over HTTP channels and Remoting over TCP channels. HTTP ports are part of the basic definition. TCP ports are defined during installation. If a TCP port is defined, you can change it if required. You cannot add a TCP port to a definition. Information required for this procedure:
The host name where the applications are installed. New ports (HTTP and/or TCP) for each service, if you cannot accept the defaults given.
NOTE: If you experience any difficulty with the following procedure, see the Workstation Setup Guide.
To define NICE Perform Applications: 1. Log in to the NICE Perform Applications Suite. From the Accessories menu, select System Administrator.
The System Administrator appears with a list of NICE components under the Site branch in the Organization tree. To add components in the System Administrator, you must work in Technician Mode.
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3. In the Organization tree, expand Applications > Application Servers > Server. The
Application Server Services appear.

TIP: Some sites can have more than one Applications Server installed. The Primary Applications Server can be identified by its larger icon. The Primary Applications Server includes all of the Applications Services. Each Secondary Applications Servers contains a subset of the services defined on the Primary Applications Server. You can edit Host Names and Port assignments for any of the Applications Servers using this procedure.
NOTE: HTTP Ports are preassigned by default. They define which socket port is assigned to each application on the Applications Server. If other applications are running on the Applications Server, manually redefine these ports. TCP Ports are defined during installation. If a TCP port is defined, you can change it if required. You cannot add a TCP port to a definition.
To use TCP ports, when they are defined, in place of the HTTP ports, on the General tab of the Configurations > General branch, select Enable TCP mode.
4. To change the Host Name/IP Address of the NICE Perform Applications Suite: a.
In the System Administrator Host Name field, enter the new server name. . .
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b. Select 5. Click Save
6. Continue with one of the following:
To customize your configuration, see Customizing Application Definitions on page 370. To install the Reporter and Data Mart, see the Reporter and Data Mart Installation Guide. To use the applications, prepare a workstation. See the Workstation Setup Guide. To configure components, see the relevant section in this guide. The System Administrator must be configured for each component and server in your system to enable communication between all components and servers. This is separate from the installation process for each component and server. To define agents and assign privileges to users to use applications as needed, you create a user database. See the Users Administrator Guide for details.
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Customizing Application Definitions

When the NICE Perform Applications Suite was installed, it was installed with default settings, ready to run. This procedure describes the various parameters and how you can customize them to suit your individual needs.
TIP: NICE Perform supports both Remoting over HTTP channels and Remoting over TCP channels. HTTP ports are part of the basic definition. TCP ports are defined during installation. If a TCP port is defined, you can change it if required. You cannot add a TCP port to a definition.
The following information can be customized using this procedure:
Host Name/IP Address for each application (service) Port (HTTP and/or TCP) assignments for each application (service)
Usage of TCP ports in place of HTTP ports

Email Address - the address from which reports and system notifications are sent. Maximum Displayed Scheduled Reports in My Universe - the number of reports
displayed in the Scheduled Reports component of My Universe.

Coaching Link Path - the location of files for linked attachments in coaching packages. Locate Settings - the order by which Loggers and the Storage Center are searched to find
interactions.
Workstation Ports - In order for your client workstations and your servers to communicate, the firewall for the ports on each workstation must be opened. You can open the firewall for all ports, or specify a range of ports to be available for this use and open the firewall on only those ports. The available range of ports is from 1024 to 5000. You must specify a range of at least 10 ports. Log Reporting Levels
To customize the applications definition: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization tree, expand Applications > Application Servers > Server. The
Application Server Services appear.

TIP: Some sites can have more than one Applications Server installed. The Primary Applications Server can be identified by its larger icon. The Primary Applications Server includes all of the Applications Services. Each Secondary Applications Servers contains a subset of the services defined on the Primary Applications Server. You can edit Host Names and Port assignments for any of the Applications Servers using this procedure.
NOTE: HTTP Ports are preassigned by default. They define which socket port is assigned to each application on the Applications Server. If other applications are running on the Applications Server, manually redefine these ports. TCP Ports are defined during installation. If a TCP port is defined, you can change it if required. You cannot add a TCP port to a definition.
To use TCP ports, when they are defined, in place of the HTTP ports, on the General tab of the Configurations > General branch, select Enable TCP mode.
3. To change the Host Name/IP Address of the NICE Perform Applications Suite: a.
In the System Administrator Host Name field, enter the new server name. . .
b. Select 4. Click Save
5. You can customize your configuration with the following steps (you can also return and
perform these customizations at any time).

-or-
You can skip customization for now, and continue with Step 12 on page 374.
6. Navigate to Applications > Configurations > General. The General tab is displayed.
7. In the General Settings area, you can change the following settings:
Default Email Address - the email address from which all system generated emails are
sent. Such as, reports sent by email from the Reporter, Compliance Workflow notifications (PBO requests), Trend Analytics notifications, and transcriptions or audio files of interactions.
Email for Error Reporting - the email address where all error and warning messages are
sent. If this contains an email address, a checkbox appears at the bottom of all error and warning messages, giving the user the option to forward the message to this address. If this field is left blank, the checkbox does not appear in the error and warning messages.
Option to send an email
Maximum Displayed Scheduled Reports in My Universe - the number of reports
displayed in the Scheduled Reports component of My Universe.
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Coaching Link Path - the location of files for linked attachments in coaching packages.
All files used as link attachments in coaching packages must be placed at this location. This must be a shared folder. It can be located on any machine attached to your site.
8. To enable use of TCP ports in place of HTTP ports for application services, select the Enable TCP mode checkbox. NOTE: HTTP and TCP Port assignments appear in the Application Servers Services definition. 9. To change the number of ports that must be opened on each workstation, scroll down and expand the Workstation Settings area. Then select as follows:
Random Ports - all ports on each workstation must be open. Specific Ports Range - select a range between 1024 and 5000 (the minimum range
is 11 ports. i.e., 2001 - 2011 inclusive). The setting you select applies to all your workstations!
10. To change the Log Reporting Levels, click the Logs Level tab.
11. Define the following: a. Log Levels - Define the severity of messages written to various log files. The severity
levels are listed by priority. Example: If you select Warn, then Warn, Error, and Fatal messages will be written to the Log file.
b. File Size - Define the size for each log file. When a log file reaches this size, a new log
file is created. Log files are saved until the Number of Files is reached.
c. Number of Files - Define how many log files are saved. When this number is reached,
the oldest log file is deleted.
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12. According to your system configuration, define one or more of the following.
To define...
Search Order and Locations Use of CTI Information Player defaults IP Phones Business Analyzer defaults PBO Requests defaults SmartCenter Secure Client Communication
Refer to... Defining Search Order and Locations for Storage Centers and Loggers on page 375 Recreating the Customer Experience - Defining CTI Analysis on page 382 Player Default Settings on page 384 Configuring IP Phones on page 390 Configuring Business Analyzer Default Settings on page 394 Configuring PBO Requests Default Settings on page 402 Configuring SmartCenter (TotalView and Performed) on page 408 Deploying Secure Client Communication on page 479
NOTE: Later, as part of your site setup, you may be installing an NMS (Network Management System) for reporting trap messages. At that time, remember to add the Applications to the NMS monitored list.
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Defining Search Order and Locations for Storage Centers and Loggers
When you are searching vast quantities of interactions, it is more efficient (quicker) to first search the location where a majority of the interactions will be found.
Locate Settings is the order in which all storage media are searched when a query is run. If your site is installed with a Storage Center, you can select to search the Storage Center before or after
the Loggers when running a query. If most of the interactions in your query results are stored on a Storage Center, searching the Storage Center first will produce faster results. Locate Settings can be defined per site or per Location. If an agent is defined on a location which has Locate Settings defined, the Locate Settings of the location takes precedence over the Locate Settings defined for the site. For more information on locations, see What are Locations? on page 379. When defining the Locate Settings, you must define the following:
1. The order in which servers are searched. You can select one of the following: Search Loggers only (No Storage Center) Search Storage Center before searching Source Logger
Do not search the Storage Center (there is no Storage Center at this site). First, search the Storage Center and then search the Loggers. If most of the interactions in your query results are stored on a Storage Center, this will produce faster results. First, search the Logger where the interaction was recorded and then search the Storage Center. First, search all the Loggers and then search the Storage Center. Search only the Storage Center and not the Loggers.
Search Storage Center after searching Source Logger Search Storage Center after searching all Loggers Search Storage Center Only
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Customized Order
You define which Loggers to search, and in what order to search them. The source and spare Logger will always be checked first, prior to this customized order.
2. The list of all the defined Storage Center servers in the site, and the order that they should be
searched.
To define the Locate Settings: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. To define Locate Settings for a site, start from Step 3. -or-
To define Locate Steins for a location, start from Step 4.

3. To define Locate Settings for a site: a.
Navigate to Organization > Site > Applications > Configurations > Locate
Settings.
b. Continue with Step 5.
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4. To define Locate Settings for a location: a.
Navigate to Organization > Locations. Right-click and select New Location. The Add New Location window appears.
The list of locations is defined in the Lists Editor. If you add a new location in this window, it is automatically added to the central list in the Lists Editor and is available in the Users Administrator. If a Location was already added to the Locations branch, it will not appear in the Add New Location window for selection.
b. If the Location appears in the list, select Select from list. Then select a location and click OK. -or-
If the Location does not appear in the list, select New Location name and enter the name of the Location. The location is automatically be added to the central list in the Lists Editor and becomes available in the Users Administrator. Click OK.
c.
A branch for the location is added to the Locations branch. Select the locations branch. The General tab appears. Select the Locate Settings tab.
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d. Continue with Step 5.
5. Select a Locate option: select the order in which servers are searched when a query runs. See
page 375 for a description.

6. If you selected an option with Storage Center, the Storage Center list appears.
Do the following:
a.
Click Add. The Available Storage Centers window appears listing all defined Storage Center servers that were not yet added the Locate Settings list.
b. Select one or several Storage Center servers and click OK. The servers appear in the list.
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c.
Define the search priority by moving the Storage Centers up/down in the list (using the up/down arrow buttons).
7. If you selected Customized Order, the Loggers and Storage Centers list appears. When you
define a Customized Order, the previous Customized Order will be wiped clean. Only your new list will remain. Do the following:
a.
Click Choose Resources. The Custom Locate Order window appears.
b. From the Resource Tree, select a site. All of the sites Loggers and Storage Centers appear in the Available Items list. In the Available Items list, double-click Loggers and/or Storage Centers to move them to the Selected Items list.
You can select Loggers and/or Storage Centers from more than one site.
c.
Important! Each time you open the Custom Locate Order window, you must select the entire list of Loggers/Storage Centers you want searched. Whatever appears in the Selected Items list will be the final list. If there was a previously defined list, it will be cleared. Define the search priority by moving the Loggers and Storage Centers up/down in the list (using the up/down arrow buttons). .
d. Click OK. The Loggers and Storage Centers appear in the list. e.
8. Click Save
What are Locations?

NICE Perform allows you to assign users to specific Locations. For example, you can create locations called London, New York, and Paris, and then assign different users, who reside on the same site to different locations.
Why use Locations?
When you are searching vast quantities of interactions, it is more efficient (quicker) to first search the location where a majority of the interactions will be found.
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Locate Settings determines the order in which Loggers and/or Storage Centers are searched. They can be defined per site or per Location. If an agent is defined on a location which has a
Locate Settings defined, the Locate Settings of the Location takes precedence over the Locate Settings defined for the site. For more information on locations, see Defining Search Order and Locations for Storage Centers and Loggers on page 375.
EXAMPLE:
The Master Site is defined to search Storage Centers before Loggers. Location London is defined to search Loggers before Storage Centers. Agent Tom is defined on the Master Site and at the London Location. If you run a query for Agent Toms interactions, the Loggers will be searched before the Storage Centers. Agent Sue is defined on the Master Site and does not have a specific Location definition. If you run a query for Agent Sues interactions, the Storage Centers will be searched before the Loggers.
How do I use Locations?
To successfully use Locations in your NICE Perform system, do the following:

1. In the Lists Editor: Under the Users Administrator > Locations list, define a location.
2. In the System Administrator: Under the Organization > Locations branch. Define Locate
Settings for the Location. You can also add a new Location to the Lists Editor by adding it directly in the Locations branch. To define Locate Settings for a location, you add the Location in the System Administrator.
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3. In the Users Administrator: Assign user to the locations on the Details tab of the User
definition.
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Recreating the Customer Experience - Defining CTI Analysis

CTI Analysis enables NICE Perform to reconstruct an interaction as experienced by the customer, enabling you, the user, to experience the Customer Experience.
This process is done internally and requires information received from the CTI and stored in the nice_cti_analysis database. If CTI information is available, the Use CTI Analysis checkbox must be marked (this is the default). If CTI information is not available, clear the Use CTI Analysis checkbox; interactions will be processed in a simpler fashion. Changing this option restarts the Playback Administration service.
To change the CTI Analysis option: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Navigate to Organization > Site > Applications > Configurations > Locate Settings.
The Locate Settings appear.
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3. Scroll down, or collapse the Locate Settings section to view the Other Settings section.
4. To use CTI information, mark the Use CTI Analysis checkbox. -or-
If complete CTI information is not available, clear the Use CTI Analysis checkbox.
5. Click Save
The Playback Administration service restarts.
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Player Default Settings

The Player is required for playing back interactions. It is not part of the Applications Suite. It is installed separately on each workstation where interactions will be played back. The Player has several views and modes. Shown is the Players compact view.
NICE Perform provides the ability to globally define default settings for the Player. The Player can be customized on each workstation. NICE Perform provides the option of forcing the default settings on all Players. This will reset all Player settings to the original default settings. To reset Player default settings, see Overriding Customized Player Settings on page 388.
IMPORTANT The Player is not part of the Applications Suite. It must be installed separately on each workstation where it will be used. Each time the Player is installed, it adopts the default settings defined in the System Administrator. These settings can be customized on each workstation.
You can set global default settings in the System Administrator application. For instructions on installing the Player, see the Workstation Setup Guide. For instructions on using the Player, see the Player Guide.
Setting Player Defaults

Player settings are site-specific. In a Multi Data Hub environment, each time the Player is installed, it adopts the default settings defined on the same site where the user is defined. Default settings are defined on the Playback > Player Settings branch for each Data Hub. When a user opens the Player window, the Player window inherits the default settings defined in the Player Settings branch. Each user can locally change settings to customize the Player. The customized settings will be saved locally, to be used the next time the Player is opened, unless Force Settings is selected. See Overriding Customized Player Settings on page 388.
To set Player defaults: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization tree, expand the Site. Then click the Playback > Player Settings. The
default setting for the Player appear. They are divided into four tabbed pages.
3. In the Visualization tab, you can define the following: a. Sound Waves Display - Sound waves are a graphic representation of the ascending/descending volume of an interaction. The sound waves let you get a feel for the tone of the conversation and helps you focus in on moments of high energy. For each interaction, the sound waves are adjusted to display relative highs and lows based on the volume of the current interaction. A flat line in a wave indicates silence (or near silence). If there is a break in the waves, this indicates that no data was collected for that part of the interaction.
b. Player Appearance - Determines whether all interactions selected for playback will be
played back in the same Player (Single Instance) or whether a different Player is launched each time an interaction is selected for playback (Multiple Instances). If multiple instances of the Player are opened and each is customized differently, then the parameters that are saved for future sessions are those parameters defined in the last Player window that was closed.
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c.
Player View - Defines the default Player view. Expand: Displays a complete picture of the interaction activity and provides access to the Player buttons and Player menu. Compact: Provides access to the Player buttons and Player menu.
d. Automatic Start - Select if you want interactions to play immediately when the Player
opens. If you do not select the checkbox, the Player will open but the interactions will not be played back right away - You must click Play in the Player to play back the interactions.
e. Continuous Playback - If this is selected, the interactions are played back continuously
one after another. If this is cleared, then interactions must be selected for playback from the playlist.
f. On Top - Select to keep the Player on top of all open applications on the workstation. g. Skip Silences - Select to jump over periods of silence. If this is cleared, then silences
will be played in real time.

h. Maximize Screen Playback -Select to maximize the Screen Activity Area. i. j. k. l. Show Screen Content Analysis Objects - Select to show Screen Content Analysis
object values as tooltips when a Screen Content Analysis event is highlighted.

Player Location - Define the starting coordinates for the Player window. To activate, select Specify Locations. Screen Location - Define the starting coordinates for the Screen Activity window. To activate, select Specify Locations. Screen Size - Define the size of the Screen Activity window. To activate, select Specify Locations.
m. Summary File of Saved Interactions - Select to allow the Player to generate and save
summary files. For details, see the Player Guide.
4. Click the Network tab to define the following:
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a.
Buffer Duration and Monitor Buffer Duration - Define how much media (measured in
seconds) the Player collects during its Prepare cycle before the media is played back. Lower values will shorten the Prepare cycle, but will also increase the number of breaks during playback. Higher values will cause longer but fewer breaks during playback.
Buffer Duration - This value applies when the Player is used to play back
interactions.
Monitor Buffer Duration - This value applies when the Player is used to monitor live
interactions.
b. Max Reconnect Times - If the Player disconnects from the Logger, this is the maximum
number of times it will try to reconnect before declaring an error.
5. Click the Output tab to define the following: a. Output Type - To play back interactions to speakers, select Sound Card. If you select
Sound Card, you must have a sound card on your desktop computer. To play back interactions to a telephone extension, select Extension. If you select Sound Card, a workstation that does not have a sound card installed, will default to Extension.
b. Phone Pickup Timeout - This is relevant when Extension is the selected Output Type.
Select the number of seconds that the system allows the telephone extension to ring before it generates an error message if a user does not answer the phone. You can select a value between 25 - 300 seconds.
c. Volume - Defines the default volume setting.
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6. Click the Log Level tab to define the following: a. Log Level - Define the severity of messages written to the log file. The severity levels are listed by priority. If you select Warn, then Warn, Error, and Fatal messages will be written to the Log file.
b. File Size - Define the size for each log file. When the log file reaches this size, a new log
file is created. Log files are saved until the Number of Files is reached.
c. Number of Files - Define how many log files are saved. When this number is reached,
the oldest log file is deleted.

7. Click Save
These are the settings that each Player will adopt during installation.
Overriding Customized Player Settings

Sometimes it becomes necessary to globally override some or all customized Player settings. You can force the Player at each workstation to reset to the default settings. When you force the default settings, they will only reset the next time a user logs in to the NICE Perform applications and opens the Player. If the Player is opened on a workstation, it will continue to run with its custom settings until the user closes the Player, exits the NICE Perform applications, and logs in again.
EXAMPLE:
The following are examples of when you might find it necessary to force the default settings on all Players. Latency occurs on your network and you want to reinitialize the buffer duration for all output. Temporarily disable all use of sound cards.
To override customized Player settings: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization tree, expand the Site. Then click the Playback > Player Settings. The
default setting for the Player appear. They are divided into four tabbed pages.
3. Click the Visualization, Network, or Output tab. Then select the Force Settings checkbox. 4. Click Save
The next time each user logs in to the NICE Perform applications, their settings will be reset to these defaults.
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Configuring IP Phones
IP Phones provide several services. Availability of each service is according to your license. You can configure IP Phone services in the System Administrator. Use the System Administrator to configure the following services:
Tag Current Call Service Last Calls Playback Service Email Last Calls Service
The Record On Demand (ROD) Service does not require configuration parameters in the System Administrator.
NOTE: Before configuring the Tag Current Call Service, create a list of tags in the Lists Editor as follows:
Place the list in the User Defined Lists > Customized section. Define the List Type as Strings.
To use the Lists Editor, see the Lists Editor Guide.
To configure IP Phone Services: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, expand Site > Applications > Configurations > IP Phone Application. The Configuration tab is displayed.
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3. To configure the Tag Current Call service, expand the Tag Call Settings area. The first time
you configure Tag Current Call, you create a column in the CLS database. This column cannot be deleted and its name cannot be changed. It is automatically added to the database as a reserved column. Proceed as follows:
a.
The first time you configure Tag Current Call, click New. The Create Tag Column window appears.
Enter a Name for the column. This is the internal name of the column in the database, it cannot contain spaces or special characters. Enter an Alias for the column. This is the name that is shown whenever the column is referenced. This name can contain spaces and special symbols. This field cannot be named name (the Alias name is already in use by the system). Click Apply. This creates the database column. The New button is now disabled.
TIP: To use the new column, you will have to do the following: You will have to assign privileges to this new column in the Users Administrator. See the Users Administrator Guide. b. Use the Select List and Edit Items buttons to select a list of tags from the Lists Editor or to modify its contents. You can select only from the lists in the User Defined Lists > Customized section. 4. To configure Playback Last Calls service, expand the Query Settings area and the Playback Settings area and do the following.
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a.
In the Query Settings area, specify the number of calls that will be displayed and the period that will be searched. These settings also apply to the Email Last Calls service. Selective environment. In other environments, use this setting as needed.
b. In the Playback Settings area, you can select to Skip Silence. Select this setting in a c.
Click the Advanced tab and in the Query Settings area, define the Maximum Timeout when running a search. This setting also applies to the Email Last Calls service.
5. To configure the Email Last Calls service, expand the Email Settings area and define the
following.
a.
Subject list - the list of subjects from which the user will select when sending an email from an IP phone. This list can also be modified using the Lists Editor. The list is IP Phone Lists > Email Subjects.
b. Save directory path - the folder location for storing audio files. Prior to emailing a call,
the selected call is first saved to this location. This folder must have full read/write share privileges. It is recommended to define this folder on your local hard drive.
c. Mail server - the name of your email server. d. Mail from address - the email address from which the email is sent. e. f.
See Step 4 to define Query Settings. These settings also apply to the Playback Last Calls service. Click the Advanced tab and define the following:
Query Settings - Maximum Timeout when running a search. This setting also
applies to the Playback Last Calls service.

Email Settings - Frequency at which stored audio files are deleted from the system. This refers to the folder defined in the Save directory path field in item b of this step.
IMPORTANT
Ensure that the Mail from Address is not blocked by your email server.
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6. To configure refresh and timeout settings, click the Advanced tab.
7. You can adjust the following parameters: a. General Settings - Refresh host hour is once a day. This is when the IP Phone service will be refreshed. The IP Phone service runs on the Applications Server. Select a number between zero (0) and 23. Zero (0) is midnight, One (1) is 1:00 a.m., etc. 23 is 11:00 p.m. To refresh the IP Phone service on the Applications Server before this time, restart the service on the Applications Server.
b. Query Settings - Maximum Timeout when running a search for the Playback Last Calls and Email Last Calls services. c. Email Settings - Frequency at which stored audio files are deleted from the system. This refers to the folder defined in the Save directory path field in Step 5 on page 392.
8. Click Save
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Configuring Business Analyzer Default Settings

To configure default setting for the Business Analyzer, use the following procedures:
Set Default Preferences: In the System Administrator, You can globally define Business Analyzer preferences as default. These default preferences are updated for all the Business Analyzer users, when they next log into the system, unless they have the privilege to change default settings. The following Business Analyzer preferences can be defined as default:
Which forms and form groups appear when evaluating an agent or a customer. Which query will automatically run when the user logs into the Business Analyzer. The selection delay of the Details pane. Which columns appear in the Results pane, and how items are sorted/grouped. Which default Quick Query filters will appear.
See Defining Business Analyzer Preferences on page 394. Clear Users Preferences: You can globally clear any preferences that are defined by users. See Clearing Business Analyzer Users Preferences on page 400. Query by Participants: In the System Administrator, you can configure how a query in the Business Analyzer is displayed to show all the call segments of an agent. See Defining All Call Segments of an Agent in the Business Analyzer on page 401.
Defining Business Analyzer Preferences

You can globally define Business Analyzer preferences as default. The preferences settings you define are relevant only to that site.
To define Business Analyzer Global Preferences: 1. In the Organization tree, navigate to Master Site > Applications > Configurations > Query Settings.
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The Business Analyzer area is displayed in the right pane.
2. Click
The Preferences window opens.

Select forms
Set Preferences per Business Analyzer module
The Preferences window displays the following:
General tab: In the General tab select the forms that will be used at the site. A tab for each Business Analyzer module: Set default preferences per module.
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3. Click the General tab.
Before evaluations can take place, you must determine which evaluation forms are intended for the agent evaluations task and which evaluation forms are intended for the customer experience evaluations task. You then select default evaluation forms for each of these tasks.
To do this:
a.
In the Agent area:
In Evaluation Forms Tree, select the form(s) or form group(s) that can be used for agent evaluations. The form(s) or form group(s) appear in Available Items. From Available Items, select the form(s) or form group(s), and using the arrows, move them to Selected Items. To select a default agent evaluation form (optional), select one form from the
Selected Items list box and click
The form selected as the default form appears in bold text. To cancel a default selection, select the form again and click again.
b. In the Customer Experience area:
In Evaluation Forms Tree, select the form(s) or form group(s) that can be used for customer evaluations. The form(s) or form group(s) appear in Available Items.
From Available Items, select the form(s) or form group(s), and using the arrows, move them to Selected Items. To select a default agent evaluation form (optional), select one form from the
Selected Items list box and click
The form selected as the default form appears in bold text. To cancel a default selection, select the form again and click again.
4. Click the appropriate tab (per module). In the General Defaults area, for the current module,
determine the default query that will run and the default view of that query, when the user logs into the Business Analyzer.
You can reset the values in the window at any time by clicking
a.
In the Default Query field, select whether a default query should run when the module opens or not:
Select None. The Results pane will remain empty when the module opens.
-or-
Select the second radio button, expand the Queries tree and select a query. When a user opens the module, the selected query will run automatically and the results will appear in the Results pane.
b. In the Default View field, select Table or Graph to determine whether a table or a graph
appears when the module opens. (This is not applicable for all the modules.)
c.
If you selected Graph, select a graph from the drop-down list. The selected graph will appear when the module opens.
Select the number of matching items that should be displayed in the Results pane after a query runs.
To do this, in the Display area, select as follows:
Select First or Last to determine which of the matching items should be displayed. Enter the number of matching items that should be displayed.
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You can reset the values in the window at any time to the default values by clicking
5. Click the appropriate tab (per module). In the Table area, select which columns appear in the Results pane. In the Interactions module, you must select columns for a segments query and
columns for a complete interactions query.
In the Available Columns list box, select the columns that will appear in the Results pane and click Add. These columns are moved to the Selected Columns list box. Use the up/down arrows to determine the order of the columns. (The names of the columns that appear in this window may differ from site to site, depending on customer customization.)
a.
In the Sort area, select the order in which the items appear, as follows:
First, select the column by which the items will be sorted from the Sort By drop-down list. Then, select the order in which the items appear (Ascending or Descending).
b. To display all items in groups under headings (based on the a column name), do the
following:
Select the column by which items will be grouped from the Group By drop-down list. Then, select the order in which the group headings and items inside each group appear (Ascending or Descending). If you are sorting and grouping the items, the results will first be grouped by the column name selected in the Group By field. Within each group, the items will be sorted by the column name selected in the Sort By field.
c.
In the Interactions module, repeat steps a-b for the Segments section and for the Complete section. Scroll to the Detailed Information area.
6. To set the selection delay of the Details pane, click the Interactions/Evaluations tab. a.
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b. Select the Selection Delay checkbox and enter the number of seconds that the delay will
occur before the Details pane appears.

IMPORTANT If you do not select the Selection Delay checkbox, the Details pane will not open at all! 7. Click the appropriate tab (per module). Scroll to the Quick Query Settings area.
The Available Filters list box displays a list of query criteria groups. The group names in the list box correspond to the tabs in the Advanced Query window.
a.
In the Available Filters list box, expand a group name to view query criteria topics. click . If you move this topic to the Selected Filters list box, this criteria will appear in the Quick Query pane.
b. To view the query criteria in a topic, select a topic from the Available Filters list box, and
Preview of Quick Query Date/Time criteria
c.
Select the appropriate topic (not a high-level group name) and click Add to move it to the Selected Filter list box.
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d. In the Selected Filters list box, you can expand a query criteria topic to view a list of
criteria in that topic. If you do not want all the criteria in the topic to appear in the Quick Query pane, you can select/clear the checkboxes for specific criteria.
e.
In the Selected Filters list box, you can determine the order in which the query criteria appears in the Quick Query pane by clicking the up/down arrow buttons. You can reset the values in the window at any time by clicking .
The Quick Query pane in the Business Analyzer displays the selected criteria only.
Preferences Window Quick Query Pane in the Business Analyzer
8. Click
to save all your preferences settings, then close the Preferences window.
Clearing Business Analyzer Users Preferences

You can globally clear any preferences that are defined by users.
To clear users preferences: 1. In the Organization tree, navigate to Master Site > Applications > Configurations > Query Settings.
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2. Click
Defining All Call Segments of an Agent in the Business Analyzer

To define all call segments of an agent: 1. In the Organization tree, navigate to Master Site > Applications > Configurations > Query Settings.
2. Select Query by Participant.
When a query is run in the Business Analyzer, the Results pane displays all the call segments that the agent participated in, whether they were the initiator or receiver of the call, in internal and external calls.
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Configuring PBO Requests Default Settings

To configure PBO request default settings, use the following procedures:
Set Default Preferences: In the System Administrator, You can globally define Playback Organizer preferences as default. These default preferences are updated for all the Playback Organizer users, when they next log into the system, unless they have the privilege to change default settings. The following Playback Organizer preferences can be defined as default:
Which query will automatically run when the user logs into the Playback Organizer. The selection delay of the Details pane. Which columns appear in the Results pane, and how items are sorted/grouped. Which default Quick Query filters will appear.
See Defining Playback Organizer Preferences on page 402. Clear Users Preferences: You can globally clear any preferences that are defined by users. See Clearing Playback Organizer Users Preferences on page 406.
Defining Playback Organizer Preferences

You can globally define Playback Organizer preferences as default.
To define Playback Organizer Global Preferences: 1. In the Organization tree, navigate to Master Site > Applications > Configurations > Query Settings.
The PBO Requests area is displayed in the right pane.
2. Click
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The Preferences window appears.
3. In the General Defaults area, for the current module, determine the default query that will
run and the default view of that query, when the user logs into the Playback Organizer.
You can reset the values in the window at any time by clicking
a.
In the Default Query field, select whether a default query should run when the module opens or not:
Select None. The Results pane will remain empty when the module opens.
-or-
Select the second radio button, expand the Queries tree and select a query. When a user opens the module, the selected query will run automatically and the results will appear in the Results pane.
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b. In the Display area, select how many items will appear after a query is run, as follows:
Select the First or Last radio button. Enter the number of items that will appear in the pane. .
You can reset the values in the window at any time to the default values by clicking
4. In the Table View area, select which columns appear in the Results pane.
In the Available Columns list box, select the columns that will appear in the Results pane and click Add. These columns are moved to the Selected Columns list box. Use the up/down arrows to determine the order of the columns. (The names of the columns that appear in this window may differ from site to site, depending on customer customization.)
a.
In the Sort area, select the order in which the items appear, as follows:
First, select the column by which the items will be sorted from the Sort By drop-down list. Then, select the order in which the items appear (Ascending or Descending).
b. To display all items in groups under headings (based on the a column name), do the
following:
Select the column by which items will be grouped from the Group By drop-down list. Then, select the order in which the group headings and items inside each group appear (Ascending or Descending). If you are sorting and grouping the items, the results will first be grouped by the column name selected in the Group By field. Within each group, the items will be sorted by the column name selected in the Sort By field.
5. Scroll to the Quick Query Settings area.
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The Available Filters list box displays a list of query criteria groups. The group names in the list box correspond to the tabs in the Advanced Query window.
a.
In the Available Filters list box, expand a group name to view query criteria topics. click . If you move this topic to the Selected Filters list box, this criteria will appear in the Quick Query pane.
b. To view the query criteria in a topic, select a topic from the Available Filters list box, and
Preview of Quick Query Date/Time criteria
c.
Select the appropriate topic (not a high-level group name) and click Add to move it to the Selected Filter list box.
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d. In the Selected Filters list box, you can expand a query criteria topic to view a list of
criteria in that topic. If you do not want all the criteria in the topic to appear in the Quick Query pane, you can select/clear the checkboxes for specific criteria.
e.
In the Selected Filters list box, you can determine the order in which the query criteria appears in the Quick Query pane by clicking the up/down arrow buttons. You can reset the values in the window at any time by clicking
Preferences Window
6. Click
to save all your preferences settings, then close the Preferences window.
Clearing Playback Organizer Users Preferences

You can globally clear any preferences that are defined by users.
To clear users preferences: 1. In the Organization tree, navigate to Master Site > Applications > Configurations > Query Settings.
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The Playback Organizer area is displayed in the right pane.
2. Click
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Configuring SmartCenter (TotalView and Performed)

SmartCenter must be configured with the following:
The location of the Coaching Web Service. The location of the TotalView server IP address. The location of the FTP site to which TotalView exports its data files. The method for calculating adherence.
To configure SmartCenter: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, expand Master Site > Applications > Configurations > Smart Center.
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TotalView details appear in the right pane.
3. In the TotalView area, Web Service Location field, paste the http:address location you
copied from the CoachingService .xml page. This allows access to the Coaching Web Service. The Coaching Web Service handles the package schedule requests when you create a package, if you choose to schedule it via TotalView.
NOTE: The IP address of the IEX Server location is provided by IEX TotalView. 4. If Agent WebStation is not defined at your site, continue with Step 6. 5. If Agent WebStation is defined at your site, in the TotalView area, Web Station Location
field, type the full IP address of the TotalView Server IP address. This is the Web page that will be accessed when component of My Universe. Example: http://100.123.123.10 To test the IP address, open an Internet Explorer window and copy the IP address into the address area. is clicked from the My Schedule
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The TotalView Agent WebStation page appears.
6. In the TotalView area, Adherence Calculation Method field, select the method for
calculating agent adherence to schedule from the drop-down list.
Adherence formula - (MinutesInAdherence / ScheduledMinutes) * 100
ScheduledMinutes = the total length of the shift, including all activities between start and stop times. This formula effects the Adherence To Schedule, which is used in SmartCenter reports in the Reporter application. The calculation is based on the formula TotalIn / TotalSched
-or-
Conformance formula (MinutesInAdherence / MinutesInAdherence + MinutesOutofAdherence) * 100
This formula effects the Adherence To Schedule, which is used in SmartCenter reports in the Reporter application. The calculation is based on the formula: TotalInAdh / (TotalInAdh + TotalOutAdh). Note: MinutesInAdherence = sign on time + breaks + training
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EXAMPLE:
An agent is scheduled to work 08:00 - 16:00 (480 min). The agent arrived at 08:15 and worked until 16:15. Breaks were taken according to schedule. Total scheduled = 480. MinutesInAdherence = 465. Total out of adherence = 15 minutes late + 15 minutes from 16:00 - 16:15 Adherence = (465 / 480)*100 = 96.8% Conformance = (465 / 465 +15 +15)*100 = 93.9%
7. In the TotalView Smart Sync FTP area, define the FTP site to which IEX TotalView exports
data for NICE Perform to retrieve as follows:

a.
In the Location field, type the address of the FTP site, including the directory name, to where Smart Sync will export the IEX files. For example: 172.11.111.111/exports/sync/smartcenter If the location is not in the correct format, an error message will appear.
b. Port - the port on the FTP site. The default is 21. c. User and Password - the user ID and password for accessing the FTP site.
8. Click Validate FTP Address. If the FTP location is not in the correct format, or the folder
does not exist, or the user or password is incorrect, the connection will not be validated.
If you configured the FTP address correctly, the following message appears:
If the FTP address was not configured correctly, the following message appears:
Repeat Step 7a to redefine your FTP settings, until the Connection Validated! message appears.
9. Click Save
10. If you have a multi-site configuration, in the Organization tree, under Secondary Site, select Applications > Configurations, and choose Smart Center. 11. Repeat steps 3 to 9 for every site. IMPORTANT Ensure that all SmartCenter Hot Fixes are installed!
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16
Configuring the Data Mart Server
The NICE Perform Data Mart provides a robust, open access interface to information contained in the NICE Perform system without any concern over potential impacts on real-time performance. The NICE Perform system enables organizations to capture, analyze and act on insights gained from the full range of customer interactions. The NICE Perform Data Mart serves as a centralized repository for this information, providing a single, unified data source for reporting and data access. In an environment with more than one Data Hub (a Multi Data Hub environment), one Data Mart is configured on the Primary Data Hub for the entire organization. It consolidates data from the individual Data Hubs local databases. Since data from all the Data Hubs are stored in one central database, users can run queries and reports that span all the Data Hubs. This provides users with valuable information as they can analyze and compare data across the organization. This approach allows a unified view of information across the entire operation from any NICE Perform workstation, and it allows personnel from one Data Hub to see what is going on at another.
IMPORTANT In a Multi Data Hub environment, the Data Mart must be installed at the Primary Data Hub, and
never on the Secondary Data Hub. Data Mart is required wherever My Universe or Reporter are installed. Since the Data Mart is a central repository of NICE database tables, see the Databases Installation Guide for troubleshooting procedures.
Contents
What is the Data Mart? .................................................................................................414 Building the Data Mart..................................................................................................419 Customizing Schedules ...............................................................................................429 Monitoring SQL Jobs ...................................................................................................434 Viewing Synchronization Details ................................................................................436 What are the Data Mart Domains? ..............................................................................438
Chapter 16: Configuring the Data Mart Server NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 413
What is the Data Mart?

The Data Mart is a central repository of NICE database tables. It is a read-only database which is populated with data from specific NICE databases. The Data Mart is a central repository of NICE database tables. It is a read-only database which is populated with data from specific NICE databases. The NICE Perform Data Mart automatically retrieves information from individual Data Hubs. Data is structured into domains corresponding to the various localized data sources in the NICE Perform system. Once information is transferred into a data mart domain it is available for reporting and retrieval by other systems. When you build the Data Mart, you create domains to correspond with the databases that will store their data in the Data Mart. Then you create links between the databases and their corresponding domains. When an SQL job runs, the domains are populated with data from the corresponding databases. The Data Mart does not require a software installation. Building a Data Mart requires configuration procedures in the System Administrator application to specific databases. The Data Mart is built on the same host as all the NICE databases, or a separate, dedicated server. Instructions for building the Data Mart are provided in this guide.
TIP: To avoid unnecessary workload on the Data Mart, we recommend that you install only the domains that are required for the Applications or Reporter packages at the Data Hub. The Administration domain must always be installed. See Install the NICE Domains on page 423 for details.
In a Multi Data Hub environment, you must select which databases in each Data Hub should be linked to the corresponding domains in the Data Mart. See Architecture for Multi Data Hubs on page 417. The Data Mart has three default schedules, as follows:
Population Schedule: Determines when the domains in the Data Mart are populated with data from the NICE databases. The default is every hour between 5:00 AM and 11:00 PM. Retention schedule: Determines when data which passed the Retention period is deleted. The default is once a day at 1:00 AM. The value for the Retention period states how long the data must remain in the Data Mart. The default is 18 months.
Reindex Schedule: Determines when the Data Mart rebuilds indexes for each domain. The default is every Saturday at 2:00 AM.
You can modify a default schedule or create a new schedule for a specific domain via the System Administrator application. See Customizing Schedules on page 429.
Chapter 16: Configuring the Data Mart Server NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Workflow
When you build the Data Mart, you must follow these steps:
1. Verify that the nice_dw database resides on one SQL Server. See Verify the Data Mart
Installation on page 419.

2. Define a name for the Data Mart and select the SQL Server where the nice_dw database
resides. See Define the Data Mart on page 421.

3. Install NICE domains in the Data Mart. This builds the structure of the Data Mart. See Install
the NICE Domains on page 423.

4. Determine which databases will be linked to domains in the Data Mart. In a Multi Data Hub
environment, this step must be repeated per Data Hub. Link the Databases to the NICE Domains on page 425.
5. (optional) To use NICE Performs Interaction Analytics feature, My Universe, or KPI, see
Multidimensional Database Configuration for Interactions Analytics and My Universe on page 441.
Customization Options
After you build the Data Mart, you can customize it as follows:
Modify SQL job properties. See Define Data Mart Properties on page 427. Modify the number of days the Transfer Log is retained. See Define Data Mart Properties on page 427. Determine the displayed user name formats. See Define Data Mart Properties on page 427. Determine the SNMP thresholds. See Define Data Mart Properties on page 427. Modify a default schedule. See Modifying a Data Mart Schedule on page 430. Create a new schedule. See Creating a Customized Schedule on page 431.
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Data Mart Installation Guidelines

The Data Mart database (nice_dw) must be installed on an SQL server. For details on installing databases, see the Database Server Installation Guide.
How much space does the Data Mart require on the SQL server?
NICE provides an Excel spreadsheet named DatabaseSizeCalculator.xls. This file lists the space requirement for databases at one Data Hub. To determine the required space required for the Data Mart, multiply the Data Mart value defined in the file by the number of Data Hubs.
Single Data Hub Architecture

In a single Data Hub environment, one Data Mart is configured. The Data Mart can reside on its own server or on the Database server. In Data Hubs that include the Reporter, the Reporter database and the Data Mart must be installed on the same server. During the configuration of the Data Mart, you must link the databases to their corresponding domains. The following schematic displays a representation of Single Data Hub architecture.
2 1
Applications Server NICE Databases Data Mart Reporter Database
1 2
The Applications Server writes information to the NICE databases. The Data Mart is populated with data from the NICE databases at defined schedules (based on the Population Schedule SQL jobs).
How is Information Transferred?
In a single Data Hub environment, information is transferred as follows:
When a user runs a report, the Applications Server retrieves information directly from the Data Mart. This enables the Reporter/My Universe to return results quickly and efficiently. When a user runs a Business Analyzer query, the Applications Server queries the NICE databases - not the Data Mart. When a user runs a customized OLAP query (Online Analytic Processing), the system queries the Data Mart directly.
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Architecture for Multi Data Hubs

In an environment consisting of several Data Hubs, only one Data Mart should be installed for the entire organization. The Data Mart must be installed at the Primary Data Hub. The Data Mart can reside on its own server or on the Database server. In Data Hubs that include the Reporter, the Reporter database (for the local Data Hub) and the Data Mart must be installed on the same server. In Data Hubs that include Multidimensional databases, the Multidimensional databases and the Data Mart must be installed on the same server. The following schematic displays a representation of Multi Data Hubs.
2 1 2
Applications Server NICE Databases Data Mart Reporter Database
1
Applications Server NICE Databases Applications Server
NICE Databases
1 2
In each Data Hub, the Applications Server writes information to the NICE databases. The Data Mart is populated with data from the NICE databases from each Data Hub at defined schedules (based on the Population Schedule SQL jobs).
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How is Information Transferred?
When a user generates a report, the Applications Server retrieves information directly from the Data Mart. This enables the Reporter to return results from all the Data Hubs so that users can compare information between Data Hubs. Since all the information is stored in the Data Mart, the Reporter is not dependent on the network and is not overloading network resources each time a report runs. The information in the Data Mart is updated each time the Population Schedule SQL job runs. Therefore, when a user generates a report, the results display the information reflecting the last time the Data Mart was updated - not real-time information.
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Building the Data Mart

In the Data Hub, build one Data Mart to store data from the NICE databases in one central database. When defining the Data Mart, you must perform the following steps:
Verify the Data Mart Installation: Verify that the nice_dw database resides on one SQL Server. Define the Data Mart: Name the Data Mart and select the SQL Server where the nice_dw database resides. Install the NICE Domains: Build the domains in the Data Mart. Link the Databases to the NICE Domains: Define which databases in each Data Hub will be linked to the corresponding domains in the Data Mart. Define Data Mart Properties: Define SQL job properties, transfer log properties, SNMP alert properties and the displayed format of all user names.
Verify the Data Mart Installation

Verify that the nice_dw database resides on the SQL Server. If the Data Mart is was not installed with the other databases, it will be necessary to run the Database Setup. For details, see the Database Server Installation Guide.
To verify the Data Mart installation: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, expand the Database Servers branch.
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4. Select the SQL Server where the Data Mart was installed and verify that the nice_dw
database is selected for that server.
NOTE: In a Financial Trading Floor environment, the nice_IB database may also be installed.
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Define the Data Mart

Define one instance of the Data Mart in your Data Hub. The Data Mart must be defined on the same SQL server where the nice_dw database resides. In a Multi Data Hub environment, the Data Mart must be defined in the Primary Data Hub.
IMPORTANT After the Data Mart is defined and the domains are installed (see Install the NICE Domains on page 423), it is strongly recommended that you do not delete the Data Mart database or the Data Mart definition in System Administrator.
To define the Data Mart: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, expand the Primary Data Hub branch and select the Data Marts
branch.
IMPORTANT In a Multi Data Hub organization, this procedure must be completed using the Primary Data Hub, not one of the Secondary Data Hubs! 4. From the Actions menu, select New Data Mart. The Add Data Mart Wizard starts.
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5. Enter a name for the Data Mart. 6. From the Database Server drop-down list, select the Database (SQL) server where the Data
Mart resides.
7. Click OK. The Data Mart name appears below the Data Marts branch in the Organization tree. The General tab of the Data Mart appears in the Details pane.
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Install the NICE Domains

Determine which NICE domains will be installed in the Data Mart. The Administration domain must be installed. All other domains are optional. Install those domains that are required for My Universe and for specific Reporter packages, as follows:
Application/Package Name My Universe Reporter: User Admin Package Reporter: QM Package Reporter: Coaching Reports Reporter: Feedback (NIF) Package Reporter: Audio Analysis Package Reporter: ScreenSense Package Reporter: CTI Package Reporter: Calls Classification Package Reporter: Interaction Playback Requests Package Required Domain Administration, Interaction, NIF, QM Administration This domain must always be installed! QM QM Interaction, NIF, QM Interaction, Audio Analysis Interaction, ScreenSense, QM, NIF, CTI Interaction, QM, NIF, CTI Interaction, Rule IB
After the domains are installed, you can:
Modify their job schedules as needed. See Customizing Schedules on page 429. View the complete lists of tables and columns.
To install the domains: 1. From the Data Marts branch, select the defined Data Mart. 2. Click the Domains tab.
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3. Click New > NICE Domains. The Install NICE Domains window appears.
4. Select the checkboxes for each domain that will be installed in the Data Mart. You must select the Administration domain. NOTE: In a Financial Trading Floor environment, the IB domain may also be installed. 5. Click Install. The domains are installed one by one and the progress bar displays the
installation process.
6. Click Close when the installation is completed. The installed domains appear in the Domains
tab.
IMPORTANT After the Data Mart is defined and the domains are installed (see Install the NICE Domains on page 423), it is strongly recommended that you do not delete the Data Mart database or the Data Mart definition in System Administrator.
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Link the Databases to the NICE Domains

Determine which domains should be populated with data from the corresponding databases.
Linking Domains in a Multi Data Hub Environment
In a Multi Data Hub environment, link the databases to their corresponding domains, one Data Hub at a time. The Administration and Rules domains can be linked to corresponding databases from one Data Hub only (usually the Primary Data Hub). After you link these domains to databases in one Data Hub, the system does not allow you to link the domains to databases in other Data Hubs. All other domains can be linked to databases from all Data Hubs.
To link the domains to the databases at a Data Hub: 1. From the Data Marts branch, select the defined Data Mart. 2. Click the Sites tab.
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3. In the Organization Site Domains area, select a Data Hub.
Select a Data Hub
Select the databases
4. In the Domains area (the bottom area), select the databases that should be linked to the
corresponding Data Mart domains for the selected Data Hub.

5. Repeat this procedure for each Data Hub. 6. Click Save
After the domains are linked, you can expand a Data Hub to view the domains that will be populated.
TIP:
To redefine the links, click Recreate Links and repeat this procedure again. If NICE passwords to a database were changed, click Recreate Links and repeat this procedure again.
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Define Data Mart Properties

The Data Mart has default properties which can be customized for your Data Hub, as follows:
Properties SQL Job You can define: The number of times a job will retry to run after a failure The retry interval The path to the jobs log file Transfer Log SNMP Alerts Maximum number of days the data is retained. After this value passes, the data is deleted. Determine thresholds for the following alerts:
Database Free Space Warning alert Database Free Space Error alert Database Log Space Error alert
To define Data Mart properties: 1. In the Data Marts branch, select the defined Data Mart. 2. Click the Options tab.
3. In the SQL Job Properties area, define the following:
In the Max Retry Attempts field, enter the number of times a job will retry to run after a failure occurs. In the Retry Interval field, enter the number of minutes that the system will wait before retrying to run a job.
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In the Job Log File Path field, browse to the folder where the log file will be stored.
4. In the Transfer Log Properties area, enter the maximum number of days that the Transfer
Log will be retained. After this number of days pass, the data is deleted from the log.
5. In the SNMP Alert Properties area, enter the threshold for each alert. After this threshold is exceeded, and your site has an NMS installed, a trap is sent to the NMS. 6. Click Save
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Customizing Schedules
The Data Mart provides three default schedules for the domains. These schedules reflect three SQL jobs.
Population schedule: Determines when the domains are populated with data from the corresponding databases. The default is every hour between 5:00 AM and 11:00 PM. Retention schedule: Determines when data which passed the Retention value is deleted. The default is once a day at 1:00 AM. The Retention value states how long the data must remain in the Data Mart. The default is 18 months.
Reindex schedule: Determines when the Data Mart rebuilds indexes for each domain. The default is once a week - on Saturday at 2:00 PM.
These three schedules are applied to all domains except the Administration and Rules domain. These domains require the Population schedule only. You can customize a domains schedules in several ways:
You can modify one of the default schedules. All the domains that are associated with the schedule will be affected by the change. See Modifying a Data Mart Schedule on page 430.
IMPORTANT Before modifying a Data Mart Population schedule, take into consideration potential implications. For example, in an environment with a large volume of calls, decreasing the amount of times per day that the schedule is run may cause a serious backlog. In this case, the Data Mart will not be up to date and will cause reports to display data not up to date.
You can create a customized schedule and apply the schedule to one or several domains. See Creating a Customized Schedule on page 431 and Selecting Schedules for a Domain on page 432.
IMPORTANT The default retention schedule for each domain is 550 days (18 months). When configuring the Data Mart for live Data Hubs that are older than 550 days, you must extend the retention value for each domain (except the Administration and Rule domains) to a value that exceeds the amount of time that data is currently stored in the databases. After the jobs run and the data is merged, you can change the retention value back to a value that matches the retention policy at the Data Hub. For example, the database at your Data Hub already contains 3 years of data. Therefore, change the retention value to a value greater than 1080 days. See Selecting Schedules for a Domain on page 432.
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Modifying a Data Mart Schedule

When you modify the properties of a schedule, all domains associated with the schedule are affected by this change.
To modify a schedule: 1. In the Data Marts branch, select the defined Data Mart. 2. Click the Schedules tab.
3. Double-click a schedule (or select a schedule and click Edit
). The Schedule Details
window appears.
4. In the Recurring Details area, define how often the action occurs.
If you select Daily: Define how often the action occurs. If you select Weekly: Define how often the action occurs and the days of the week on which it will occur. If you select Monthly: Define how often the action occurs and on which days it will occur.
5. In the Daily Frequency area, define how often within a day the action occurs. 6. In the Duration area, define the start date and end date. You can select No end date to keep
the action open-ended.

7. Click OK.
Chapter 16: Configuring the Data Mart Server NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 430
Creating a Customized Schedule

In addition to the three default schedules, you can create new, customized schedules. Later, you can apply a new schedule to a domain. See Selecting Schedules for a Domain on page 432.
To create a customized schedule: 1. In the Data Marts branch, select the defined Data Mart. 2. In the Schedules tab, click Add. -or-
In the Domains tab, double-click a domain. In the Domain Wizard, click New Schedule.
3. The Schedule Details window appears.
Define as follows:
a.
Name the schedule. Click OK.
b. Define schedule properties. See Modifying a Data Mart Schedule on page 430. c.
4. To apply the schedule to a domain, see Selecting Schedules for a Domain on page 432.
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Selecting Schedules for a Domain

All domains (except the Administration and Rules domains have three default schedules Population, Retention and Reindex. (The Administration and Rules domains require a Population schedule only.) If you created additional, customized schedules, you can apply different schedules to a specific domain.
IMPORTANT When defining a Retention value for a domain, keep in mind:
The Administration and Rules domain do not require a retention value. Enter 0 in the Retention field. For all other domains, define a retention value greater than 0. If you enter 0 in the Retention field, data is not retained in the domain at all! When configuring the Data Mart for live Data Hubs that are older than 550 days, you must extend the retention value for each domain (except the Administration and Rule domains) to a value that exceeds the amount of time that data is currently stored in the databases. After the jobs run a sufficient number of times for the Data Mart to be up to date, you can then change the retention value back to a value that matches the retention policy at the Data Hub. See Viewing Synchronization Details on page 436 for further instructions.
To create a customized schedule for a domain: 1. In the Data Marts branch, select the defined Data Mart. 2. In the Domains tab, double-click a domain (or select a domain and click Edit
). The
Domain Wizard window appears.
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3. To create a new customized schedule, click New Schedule and create a new schedule. See
Creating a Customized Schedule on page 431.

4. In the Commands area, select a schedule from the drop-down list of schedules. This list
includes all new schedules.

5. To define a new Retention value, change the number of days in the
field. This means that each time the Retention job runs, it will delete data that is older than the Retention value.
For all domains other than Administration and Rules, define a retention value greater than 0. If you enter 0 in the Retention field, data is not retained in the domain at all!
6. Click OK.
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Monitoring SQL Jobs
Monitoring SQL Jobs

You can view details about each SQL job in the Monitor tab. In addition, you can start/stop a job or enable/disable a job.
To view the SQL jobs: 1. In the Data Marts branch, select the Data Mart. 2. Click the Monitor tab.
3. To view the job history of one SQL job, select the job. The job step details appear in the
History area.
TIP: Click Refresh to update the history information.
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Monitoring SQL Jobs
To start/stop a job
Select a job in the SQL Jobs area and click Start Job or Stop Job.
To enable/disable a job
Select a job in the SQL Jobs area and click Enable or Disable.
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Viewing Synchronization Details

In the Logs tab, you can view details about each log, including the last sync time. In addition, you can view detailed transfer history per log including the number of rows that were populated per table.
To view synchronization details: 1. In the Data Marts branch, select the Data Mart. 2. Click the Logs tab. You can sort the list according to column headings.
The Synchronization Details area displays a list of each log with the following information:
Link Name: The Data Hub from which the data was imported. Domain: The domain from which the data was imported. Table: The table from which the data was imported. Sync Date: The date when the data was imported. Last Sync Value: The number/date of the last value that was imported.
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3. To view detailed transfer data, double-click a log. The Transfer Data History area displays
transfer data for each row in a table.
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What are the Data Mart Domains?

The NICE Perform Data Mart consists of nine data domains. Domains associated with optional NICE Perform solutions are only created in the Data Mart when that solution is installed. Domains containing information that is not required for reporting or export to other systems may optionally be removed from the Data Mart to reduce data storage requirements. The following table provides information on the content of the NICE Data Mart domains and their associated remote NICE databases:
Name Administration Description Contains system administrative information on users, agents, groups, profiles and access privileges. Contains results of interactions analyzed for word spotting, emotion levels and talk-overs, and transcriptions of interactions. Contains audit trail information on user activities indicating what actions were performed, who performed them and when. Contains information on CTI events for interactions such as hold time, transfer count, duration, etc. Contains data pertaining to Playback Organizer Contains information on captured interactions including participants, related interactions, exceptions, recording details and custom rules. Contains customer feedback surveys and responses. Contains evaluation scores, forms and coaching packages. Contains the scoring, storage, analysis and classification rules used by the system. Remote Data Source nice_admin
Audio Analysis
nice_ca
Audit
nice_audit
CTI
nice_cti_analysis
IB Interaction
nice_ib nice_interactions
NIF Quality Management (QM) Rule
nice_pbs_data nice_qa nice_interactions
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Name ScreenSense
Description Contains information on captured screen events including event description, time, source and value. Contains data pertaining to archived voice interactions.
Remote Data Source nice_screen_sense
Storage Center
nice_storage_center
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Multidimensional Database Configuration for Interactions Analytics and My Universe
Interactions Analytics and My Universe require additional databases. These databases are multidimensional databases. Configuration procedures for these databases must come after the Data Mart is configured. The multidimensional databases are:
nice_as_text_analysis nice_as_my_universe nice_as_kpi
For complete database information, see the Databases Installation Guide.
Contents
Configuring Multidimensional Databases ..................................................................442
Chapter 17: Multidimensional Database Configuration for Interactions Analytics and My Universe NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Configuring Multidimensional Databases

If you want to use NICE Performs Interactions Analytics feature, you must first do the following:
Enable the SQL Analysis Services. You enable the SQL Analysis Services when you install SQL Server 2005 or SQL Server 2008 using either the NICE SQL Auto Setup or the standard Microsoft manual installation. You can also enable SQL Analysis Services after installing the SQL Server by defining the SQL Analysis Services as a service. For details, see the Microsoft SQL Server 2005 for NICE Perform or Microsoft SQL Server 2008 for NICE Perform Guide. Install the multidimensional databases. NICE uses the nice_as_text_analysis, the nice_as_my_universe, and the nice_as_kpi multidimensional databases. These databases are installed on the SQL Server 2005 or SQL Server 2008 Analysis Services and are used in conjunction with the NICE Perform ClearSight and My Universe applications respectively. Multidimensional databases use cubes to provide analytic capabilities. You install the nice_as_text_analysis, nice_as_my_universe, and nice_as_kpi databases on the Data Mart Server. For details, see the NICE Perform Databases Installation Guide.
NOTE:
You can install only one Analysis Services database on one Data Mart Server. The nice_as_text_analysis, nice_as_my_universe, and nice_as_kpi databases are the only databases in the NICE Perform Database Suite that are multidimensional databases; all other databases are relational databases.
To configure Analysis Services: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
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2. In the Organization Tree, navigate to Master Site > Data Marts.
3. Select your Data Mart Server. From the right-click menu select Add Analysis Server.
The New Analysis Server Wizard appears.
4. Enter the following information: a.
In the Analysis Server Name field, enter a name for your Analysis Services. Mart Server IP address.
NOTE: You can change the Analysis Server name or location at any time.
b. In the Analysis Server Location field, enter the Data Mart Server name or the Data
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5. Click OK.
The Analysis Server Identity window appears displaying the new Analysis Services database.
6. The Cubes area lists the cubes used in the multidimensional databases. NOTE: The Last Process Date column will remain empty until the first time the Analysis Services cubes are populated. 7. Click the Monitor tab.
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8. The SQL Jobs area lists the name(s) of the SQL job(s) that populate/repopulate the Analysis
Services cubes. The functions of the buttons located in the SQL Jobs area are as follows: Button Name
Refresh button Disable button Run button Stop button Schedule button
Function Refreshes the display of the Monitor window. Disables/enables the selected SQL job. Starts the selected SQL job. Stops the selected SQL job. Enables you to define schedules for the selected SQL job (see Defining Schedules for SQL Jobs below).
The SQL Job History area displays a list of the jobs that were previously run.
Defining Schedules for SQL Jobs

To define schedules for SQL jobs: 1. In the Organization Tree, navigate to Master Site > Data Marts, and select the server on
which the Analysis Service is located.

2. Click the Monitor tab.
Schedule Button
3. Click the Schedule button.
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The Edit Schedule window appears.
4. Make the desired changes and click OK. NOTE: The default settings for the SQL jobs are as follows:
Process KPI Daily schedule - every day at 22:00 (10:00 PM). Process KPI Hourly schedule - every hour beginning at 06:30. Nice AS Process My Universe - every four hours beginning at 05:30 AM. Nice AS Process Text Analysis - every day at 02:00 AM.
5. Continue with Content Analysis Server Configuration on page 447.
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Content Analysis Server Configuration
The Content Analysis Server enables NICE Perform to automatically extract data from the Content of any interaction, analyze it, and produce usable results for system users. These results provide information for a better understanding of the interactions and their implications. For all Content Analysis Servers you must define general Content Analysis settings and language settings. Configure the Content Analysis Server according to the engine installed. Supported engines are:
Word Search Speech-to-Text
For more information about Interaction Analytics, see the Interaction Analytics Installation Guide.
NOTE:
Content Analysis is installed as a service and operates at all times as long as the server on which it is installed is running. If, for any reason, the server stops and starts, Content Analysis will resume its operation as soon as the server restarts. Verify that the designated Content Analysis Servers have the same Windows OS installation, with the same release and same service pack as the applications and database servers.
Contents
Defining Content Analysis Configuration Parameters..............................................448 Defining General Content Analysis Settings ............................................................449 Defining Language Settings .....................................................................................450 Editing Language Settings .......................................................................................455 Defining a Word Search Content Analysis Server.....................................................457 Defining a Speech-to-Text Content Analysis Server .................................................465 Deleting a Content Analysis Server ............................................................................470 Overriding Playback Settings......................................................................................471 Defining a Storage Area ...............................................................................................475
Chapter 18: Content Analysis Server Configuration NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 447
Defining Content Analysis Configuration Parameters

Content Analysis is configured in the System Administrator. The general configurations parameters (Configuration branch) are defined once for the entire Organization.
NOTE: In a multi-site environment, the Configuration branch appears for each site. Any changes made to the Configuration parameters for the master site, will automatically be copied to all sites in your organization.
Configuration parameters are identical for all sites
The configuration parameters for Content Analysis are divided into two separate tabs. In the General tab, you define Connectivity type and Playback Settings, such as search options for Storage Centers. See Defining General Content Analysis Settings on page 449. In the Language tab, you define which languages are supported. See Defining Language Settings on page 450.
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Defining General Content Analysis Settings

NOTE: In multi-site environment, configure the Content Analysis Server on the Master Site.
To configure Content Analysis: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select Site > Content Analysis > Configuration.
The General tab appears.
3. In the General Settings area, for Content Analysis Connectivity Type select the type of
audio input for Content Analysis. Options are:
Unsummed/Mixed Summed
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Sites that are defined as having Summed connectivity, do not have the option for Talkover or Emotion Detection.
NOTE: Summed or Unsummed/Mixed configuration is defined according to the recording definition. If Emotion and Talk Analysis were purchased, then Unsummed/Mixed configuration must be selected. 4. In the Playback Settings area, select both Use Content Analysis Server Playback and Use CTI Analysis. 5. In the Locate Settings area, select Search Storage Center Only. 6. Click Save.
NOTE: To change any of the above recommended settings, see Overriding Playback Settings on page 471.
Defining Language Settings

Any changes made to the language parameters for a site will automatically be copied to all sites in your organization.
NOTE: In a multi-site environment, configure the languages on the Master Site only.
The number of languages available are dependent on your NICE Perform license permissions. Define languages for analysis available at your site.
To define language settings: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select Master Site > Content Analysis > Configuration.
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3. Click the Languages tab.
4. To define languages, in the Language Settings area, click Edit Settings.
The Language Selection Wizard starts.
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5. Click Next. The Language Selection window appears. displaying default language English (US).
English (US) is the default language
6. Select languages as follows:
If you only require English (US), click Next. If you require a single language other than English (US), clear the English (US) checkbox and select the required language, for example, Spanish. Then click Next.
Clear English (US)
Select Spanish
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If you require multiple languages, select the languages installed at your site. Then click Next.
NOTE: You can select multiple languages only if your license permits more than one language. Multiple language packs can only include the following languages:
English (US) English (UK) French Spanish Spanish (North American) Spanish (South American)
Select English (UK) Select English (US)
Select Spanish
The Language Distribution window appears.
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7. Click Next. NOTE: If you selected multiple languages, adjust the percentages to reflect the expected percentage that each language will be accessed for load balancing. The default equally divides the percentages of each language to the sum of 100. The total percentages must be equal to 100. For example, if there is more traffic in your site for English US, change the value of English US to 60% and change the values for English UK and Spanish to 20% each. Please consult with the Solution Engineer or Project Manager to define the correct percentages.
The Finish window appears.
8. Click Finish.
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Editing Language Settings

If you want to edit the language settings after the Content Analysis servers are already defined, do the following.
To change the language settings defined in your site: 1. Repeat the procedure Defining General Content Analysis Settings on page 449.
The Analysis Settings window appears.
2. Select the Content Analysis Server. The Analysis Types area appears in the right pane. 3. Redefine the Analysis Settings:
To redefine a Word Search server, see Defining a Word Search Content Analysis Server on page 457. To redefine a Speech-to-Text Analysis server, see Defining a Speech-to-Text Content Analysis Server on page 465.
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4. Click Next. The Finish window appears.
5. Click Finish.
The Languages tab appears with the new settings.
6. Click Save
. Language settings are complete.
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Defining a Word Search Content Analysis Server

Word Search is one of the possible engines available for the Content Analysis Server.
To define a Word Search Content Analysis Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select Site > Content Analysis.
3. Right-click the Content Analysis branch and select New Content Analysis Server.
The Content Analysis Server Wizard starts.
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4. Click Next. The General Settings window appears.
5. In the Server Details area, define the following: Name
This name appears in the System Administrator tree and when you define a Storage Area. Enter an easy to identify name for this Content Analysis Server. Leave the default value. Leave the default value. Enter the Host Name
HTTP Port TCP Port Host Name -orIP Address
Enter the IP address of the Content Analysis Server
6. In a single-site environment, proceed to Step 9. 7. In a multi-site environment, expand the Process Settings area. Then select the sites that
will have Content Analysis.

IMPORTANT To set the Process Settings for sites other than the current site, you must coordinate with the Solution Engineer.
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Click to expand
NOTE: Playback Settings, for CTI Analysis and Locate Order, were defined for all Content Analysis Servers in the Configurations branch, General tab. If you override these settings, the settings you select here will be applied only to the Content Analysis Server you are now defining. If you want to override the playback settings that were previously defined in the Configuration tab, see Overriding Playback Settings on page 471. 8. Scroll down to the Media Cache area. Media Cache is the folder where the audio files are
temporarily stored for fetching audio files for analysis.
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9. Leave the default in the Folder Path field for the media cache. NOTE: Make sure the Media Cache Folder Path you assign when configuring the Content Analysis Server is identical to the Destination Folder you will assign when installing the Content Analysis Server. The path should be: ...\Program Files\NICE Systems\NICE ContentAnalysis\MediaCache. 10. Leave the default size of 5 GB, unless the Solution Engineer advises otherwise. 11. Click Next. The Analysis Settings window appears.
12. Select Word Search. The Word Search area appears. 13. In an Unsummed environment, select Excitement and Talk Analysis . NOTE: This option does not appear in a Summed environment.
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14. In the Number of Word Search Analysis Threads drop-down list, select the number of
word search threads. The number is dependant on the number of CPUs residing on the Content Analysis Server. If you have a 2 Quad Core CPU, then select 5 (This is the default requirement according to the Certified Servers document).
NOTE: For a multi-language site, you must select 3. EXAMPLE: Threads drop-down list.
If your have a 2 Quad Core CPUs, then select 5 from the Number of Word Search Analysis
The Task Manager below displays eight CPUs, five are used for word search analysis purposes, and one is used for content analysis purposes. Since there are eight CPUs, in this case, select 5 to be used for the number of word search analysis threads.
Word Search Thread
Word Search Thread
Word Search Thread
Word Search Thread
Word Search Thread
Content Analysis Server
15. If the Storage Area field does not appear, skip this step and proceed to Step 21. NOTE: The Storage Area field does not always appear as it is language dependent. 16. Click New Storage Area. The Storage Manager wizard starts.
If you define a storage area, this Content Analysis Server will be the owner of that storage area. The Storage Area owner checkbox will reflect this and be displayed as selected. This checkbox is disabled. It is an information checkbox only.
NOTE: If the Content Analysis Server works in conjunction with a centralized Index Storage, from the Storage Area, select the centralized storage area from the drop-down list. Use of a centralized storage configuration must be in conjunction with the Solution Engineer. IMPORTANT Once you define a Storage Area, it cannot be removed!
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17. Click Next. The Storage Area Settings window appears.
18. Enter the following information: Name
This name appears in the System Administrator tree and when you select a Storage Area for a Content Analysis Server. Enter an easy to identify name for this Storage Area. Enter the Host Name.
Host Name -orIP Address Shared Folder Name
Enter the IP address of the Content Analysis Server Enter the folder name of phonetic indexing file system location. For example, Index. When preparing the server, create this folder as a shared folder on the server.
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Content Analysis Server
Select the Content Analysis Server that will use this Storage Area. This Content Analysis Server becomes the owner of this Storage Area. The owner is responsible for the Storage Area maintenance, including recycling and retention. If you are defining the Storage Manager from the Content Analysis Servers wizard, then the server that you are defining, is the owner of the Storage Area.
Note: Only a Word Search Server can be a Storage Area owner.
Recycle Indexes When Reaching
Define how much space of the disk must be full to clean the disk space used for indexes. This is the responsibility of the Storage Area owner.
20. Click Finish. The new Storage Area definition re-appears. Storage Area configuration is
complete!
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22. Click Finish. The new Word Search Content Analysis Server definition appears.
23. Click Save
Word Search Content Analysis Server configuration is complete!
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Defining a Speech-to-Text Content Analysis Server

Speech-to text is one of the possible engines available for the Content Analysis Server.
To define a Speech-to-Text Content Analysis Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select Site > Content Analysis.
3. Right-click the Content Analysis branch and select New Content Analysis Server.
The Content Analysis Server Wizard starts.
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4. Click Next. The General Settings window appears.
5. In the Server Details area, define the following: Name HTTP Port TCP Port Host Name -orIP Address
This name appears in the System Administrator tree. Enter an easy to identify name for this Content Analysis Server. Leave the default value. Leave the default value. Enter the Host Name.
Enter the IP address of the Content Analysis Server.
6. In a multi-site environment, expand the Process Settings area. Then select the sites that
will have Content Analysis.

IMPORTANT To set the Process Settings for sites other than the current site, you must coordinate with the Solution Engineer.
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Click to expand
NOTE: Playback Settings, for CTI Analysis and Locate Order, were defined for all Content Analysis Servers in the Configurations branch, General tab. If you override these settings, the settings you select here will be applied only to the Content Analysis Server you are now defining. If you want to override the playback settings that were previously defined in the Configuration tab, see Overriding Playback Settings on page 471. 7. Scroll down to the Media Cache area. Media Cache is the folder where the audio files are
temporarily stored for fetching audio files for analysis.
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8. Leave the default in the Folder Path field for the media cache. NOTE: Make sure the Media Cache Folder Path you assign when configuring the Content Analysis Server is identical to the Destination Folder you will assign when installing the Content Analysis Server. The path should be: ...\Program Files\NICE Systems\NICE ContentAnalysis\MediaCache. 9. Leave the default size of 5 GB, unless the Solution Engineer advises otherwise. 10. Click Next. The Analysis Settings window appears.
11. Select Speech to Text. The Speech to Text area appears. 12. In an Unsummed environment, select Excitement and Talk Analysis . NOTE: This option does not appear in a Summed environment. 13. In the Number of Speech to Text Analysis Threads drop-down list, select 3. The number
is dependant on the number of CPUs residing on the Content Analysis Server.

NOTE: For a multi-language site, you must also select 3.
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15. Click Finish.
The new Speech-to-Text Content Analysis Server definition appears.
16. Click Save
Speech-to-Text Content Analysis Server configuration is complete!
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Deleting a Content Analysis Server
Deleting a Content Analysis Server

You can delete a Content Analysis Server definition. You cannot delete a Content Analysis Server if it is an owner of a Storage Area. You cannot delete a Storage Area.
To delete a Content Analysis Server definition: 1. In the Organization tree, right-click the server you want to delete and select Delete Content Analysis Server.
The Confirmation window appears.
2. Click Yes.
The Content Analysis Server definition is deleted!
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Overriding Playback Settings

There are three different locations within the System Administrator where Playback settings can be defined. It is important to understand the hierarchy when different definitions are made in each section. The different locations are described below.
1. Global Locate Settings
The Playback settings defined here apply to the all servers. Apply settings in this location:
Site > Applications > Configurations > Locate Settings
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2. Content Analysis Servers Settings
The Playback settings defined here apply to the all Content Analysis Servers. Apply settings in this location:
Site > Content Analysis > Configuration (General tab)
3. Selected Content Analysis Server Settings
The Playback settings defined here only apply to the selected Content Analysis Server. Apply settings in this location:
Site > Content Analysis > Content Analysis Server > Server (General tab)
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Hierarchy between different settings
The settings in the Applications branch are specific for the Site under which they are defined. If you define settings on the Content Analysis > Configuration branch, these settings will override the Applications branch settings for all the servers on all the sites in your organization. This applies only to Content Analysis, not to other Storage Center operations. If you define settings on a specific Content Analysis server, these settings will override the global Content Analysis settings for that specific Content Analysis server.
The table below describes different possibilities to override Playback settings.

What you want... All Content Analysis Servers to use global default settings for the site. All Content Analysis servers to use the same settings, which are different from the default settings on the Applications server. Customized settings for one Content Analysis server. Applications branch Define settings here only. Content Analysis branch ---Content Analysis Server branch ---
----
Define settings here only. You can define settings at one site and they will automatically be copied to all sites.
----
----
----
Select Override and Use Content Analysis Server Playback. Then define settings here. Select Override. Do not select Use Content Analysis Server Playback.
Only one Content Analysis Server to use default settings from the Applications server, while the others use the global Content Analysis Server settings.
---
----
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If you want to change the Playback settings for the Content Analysis Server, perform the below procedure:
To override default settings for Content Analysis, do the following: 1. In Content Analysis > Configuration (General tab), select Use Content Analysis Server Playback. 2. Change Use CTI Analysis or Locate Settings settings.
Select one of the following Locate Settings options:

Select this option To search for content in the following order Do not search the Storage Center (there is no Storage Center at the site). 1. Search the Storage Center. 2. Search the Loggers. If most of the interactions in your query results are stored on a Storage Center, this will produce faster results. 1. Search the Logger where the interaction was recorded. 2. Search the Storage Center. 1. Search all the Loggers. 2. Search the Storage Center. Only search the Storage Center and do not search the Loggers.
Search Loggers only (No Storage Center) Search Storage Center before searching Source Logger
Search Storage Center after searching Source Logger Search Storage Center after searching all Loggers Search Storage Center Only
3. Click Save.
If there are overrides on the Content Analysis server branch or on the Content Analysis Server branch (all options are disabled), the default from the Applications branch will be used.
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Defining a Storage Area

IMPORTANT Once you define a Storage Area, it cannot be removed!
To define a Storage Area: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select Site > Content Analysis > Storage Manager.
3. Right-click the Storage Manager branch and select New Storage Area.
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The Storage Manager wizard starts.
4. Click Next. The Storage Area Settings window appears.
5. Enter the following information: Name
This name appears in the System Administrator tree and when you select a Storage Area for a Content Analysis Server. Enter an easy to identify name for this Storage Area. Enter the Host Name.
Host Name -orIP Address
Enter the IP address of the Content Analysis Server
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Shared Folder Name Content Analysis Server
Enter the folder name of phonetic indexing file system location. For example, Index. When preparing the server, create this folder as a shared folder on the server. Select the Content Analysis Server that will use this Storage Area. This Content Analysis Server becomes the owner of this Storage Area. The owner is responsible for the Storage Area maintenance, including recycling and retention. If you are defining the Storage Manager from the Content Analysis Servers wizard, then the server that you are defining, is the owner of the Storage Area.
Note: Only a Word Search Server can be a Storage Area owner.
Recycle Indexes When Reaching
Define how much disk must be full to clean the disk space used for indexes. This is the responsibility of the Storage Area owner.
7. Click Finish.
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The new Storage Area definition appears.
8. Click Save
Storage Area configuration is complete!
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19
Deploying Secure Client Communication
Although NICE Perform is installed on internal networks, due to security policies, there is an increasing demand to secure the communication with the Applications Server.
NICE Perform Secure Client Communication can be utilized with NICE Perform solutions to achieve secure communication with the Applications Server.
Before deploying Secure Client Communication, acquire and install certificates according to the Digital Certificate Usage with NICE Perform Security Solutions Guide.
IMPORTANT NICE Perform requires only one certificate on each machine. The same certificate can be used for both Secure Client Communication and for Media Encryption. If more than one certificate is installed on a machine, installation will fail.
Contents
What is NICE Perform Secure Client Communication Solution?.............................480 Certificate Deployment for Secure Client Communication.......................................481 Configuring Secure Client Communication in the System Administrator ..............482 Testing Security Certificates .......................................................................................485
Chapter 19: Deploying Secure Client Communication NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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What is NICE Perform Secure Client Communication Solution?
What is NICE Perform Secure Client Communication Solution?

NICE Perform Secure Client Communication secures the .NET Remoting communication between clients and servers whose services are not hosted by IIS.
Note that HTTPS cannot be utilized to secure .NET Remoting communication since it uses customized port numbers and not IIS ports. The NICE Perform Secure Communication design is in conformity with TLS/SSL standards. To better understand the way it works, basic .NET terms should be explained:
.NET Remoting and Channel Sinks
The basic building blocks of the .NET Remoting architecture include:
Proxy objects used to forward calls to remote objects. Message objects used to carry the necessary data to invoke a remote method. Message sink objects used to process messages for remote method calls. Formatter objects used to serialize the message formats for transfer. Transport channel objects used to transfer the serialized messages from one process to
another. The .NET Remoting channels send each message along a chain of channel sink objects prior to sending or after receiving a message. The sink chain consists of sinks required for basic channel functionality (i.e. formatter and transport sinks) and customized sinks which are optional. NICE Perform Secure Communication Solution leverages .NET Remoting customized channel sinks architecture to secure the transport and communication between the NICE servers and clients.
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Certificate Deployment for Secure Client Communication
Certificate Deployment for Secure Client Communication

Secure Client Communication requires that a certificate be installed on each machine that has one of the following servers installed.
Applications (Install a Server Certificate requested for the IIS server) Reporter/Data Mart (Install a Server Certificate requested for the SQL server) Stream Desktop Analytics (ScreenSense)
If two or more servers are installed on the same machine, only one certificate need be installed. The following illustrates certificate deployment.
IMPORTANT NICE Perform requires only one certificate on each machine. The same certificate can be used for both Secure Client Communication and for Media Encryption. If more than one certificate is installed on a machine, installation will fail.
To acquire and install certificates see the Digital Certificate Usage with NICE Perform Security Solutions Guide.
IIS on Applications Server
Client
CA Certificate
Secure Communication
Reporter on Data Mart Server
Server Certificate + CA Certificate
Stream Server
Desktop Analytics (ScreenSense) Agent
Desktop Analytics (ScreenSense) Server
Certificate Authority
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Configuring Secure Client Communication in the System Administrator

Standard IIS security does not provide security for .NET remoting communication between clients and servers whose services are not hosted by IIS. NICE Perform provides the ability to add additional Security Certificates for extra security. Security Certificates must be purchased and installed by the user. For instructions on requesting and installing certificates, see the Digital Certificate Usage with NICE Perform Security Solutions Guide. This procedure describes how to activate the Security Certificates in your NICE Perform system. In a Multi Data Hub environment, you set security at the Master Data Hub or Master site only. Security is then applicable for all Data Hubs and can be tested separately from each Data Hub.
To activate Secure Client Communication: 1. Acquire and install certificates according to the Digital Certificate Usage with NICE Perform
Security Solutions Guide.

2. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
3. In the Organization tree, select Master Site > Applications > Configurations > General.
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4. In the Security Settings area, select Security Enabled.
The Security Settings fields become active.
Test
5. Click Test.
The certificate is tested for validation and results shown.
Succeeded Failed
6. If the test result is Succeeded, you can proceed. 7. If the test result is Failed, check your Security Certificates and repeat. 8. You can adjust security settings as follows:
Cipher Algorithm - select an algorithm from the available list. Key size - selecting a larger the key size will provide greater security, however the
overhead will cause slower performance.

Session Lifetime - this is how often security refreshed. selecting a shorter time will provide greater security, however the overhead will cause slower performance.
9. Click Save
10. Restart NICE Services. 11. Run the Security Adjustment Tool and enter the FQDN of the server.
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Example: Server1.nice.com
12. Log in to NICE Perform using the FQDN.
Example: https://Server1.nice.com/nice When security is enabled, you will see the following indicators:
https IIS SSL Security Indicator
NICE Systems Secure Communication
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Testing Security Certificates

Use the following procedure to test the validity of your Security Certificates. If this test fails, see the Digital Certificate Usage with NICE Perform Security Solutions Guide.
To test Security Certificates: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select Site > Applications > Configurations > General.
In a Multi Data Hub environment, you can test security from any site. The General tab appears.
Test
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3. In the Security Settings area, click Test.
Succeeded Failed
4. If the test result is Failed, check your Security Certificates. See the Digital Certificate
Usage with NICE Perform Security Solutions Guide.
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Configuring NICE Perform Components for Media Encryption
This chapter describes the steps for configuring the various elements of the NICE system when using media encryption. The elements affected by the use of encryption are the following:
Cryptographic Database NICE Application Server Logger NICE ScreenAgent Player Audio Analysis Server
Contents
Verifying and Configuring the Cryptographic Database...........................................488 Configuring the Application Server ............................................................................489 Configuring the Logger for Media Encryption ...........................................................500 Encryption Requirements for NICE ScreenAgent .....................................................503 Verifying Player Configuration ....................................................................................504 Configuring the Audio Analysis Server......................................................................505
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Verifying and Configuring the Cryptographic Database
Verifying and Configuring the Cryptographic Database

Installing the Cryptographic (nice_crypto) database is optional while installing the NICE Perform databases. You need to verify that the nice_crypto database is installed, along with other necessary requirements. The nice_crypto database is configured along with the Key Storage Manager. See Configuring the Key Storage Manager Server on page 490.
IMPORTANT If the nice_crypto database is not installed, complete the following steps. See the Databases Installation Guide for help. 1. Install the nice_crypto database. 2. Configure the database in the System Administrator application. (Navigate to Databases, select the SQL server, and select nice_crypto in the list of installed databases. 3. Install the latest Update Pack.
To verify the nice_crypto database installation: 1. Start the SQL Server Management Studio. 2. Expand Databases, and verify that the nice_crypto database is listed.
nice_crypto
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Configuring the Application Server
3. In the System Administrator application, navigate to the Databases branch, select the SQL server, and verify that the nice_crypto database is selected.
4. From the Control Panel, select Add or Remove Programs, and verify that the latest Update Pack is listed in the Currently Installed Programs list. 5. Verify that the SQL Server Certificate is installed. See Digital Certificate Usage with NICE
Perform Security Solutions in a separate guide for help.

The installation of the Applications Server with media encryption is identical to the installation of the Applications Server without using encryption. Verify that you completed all requirements for encryption before installing the Applications Server. See Requirements for Applications Server Installation on page 489. After installing the Application Server, the following procedures need to be completed:
Configuring the Key Storage Manager Server on page 490 Defining KSM Synchronization Intervals on page 494 Defining an IIS User Identity on page 496 Adding a Domain User to the Windows Built-in IIS Group on page 497 Enabling Anonymous Access from the IIS Web Site on page 499
Requirements for Applications Server Installation

The requirements to configure the Applications Server to use media encryption are as follows:
Microsoft EFS must be enabled and set up on the Applications Server. A site can use its own EFS certificates without affecting the Media Encryption Solution. The Applications Server has a:
Valid license key for encryption. IIS Server Certificate. See Digital Certificate Usage with NICE Perform Security Solutions in a separate guide for help.
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CA (root) certificate. (The root certificate can be used for server authentication of the IIS SSL connection. See Digital Certificate Usage with NICE Perform Security Solutions in a separate guide.)
In a Multi Data Hub environment, a CA (root) certificate is required for each of the KSMs in the system. (To use a domain user to define the IIS user identity) In sites where NICE Perform is a distributed system, where the Applications Server and SQL Server are on different machines, the IIS user needs to be a domain user in order to log in to the database. In order to use a domain user as an IIS user, you add this user to the Windows Built-in IIS group. See Adding a Domain User to the Windows Built-in IIS Group on page 497. Anonymous access from the IIS Web Site. See Enabling Anonymous Access from the IIS Web Site on page 499.
Configuring the Key Storage Manager Server

When configuring the Key Storage Manager Server, you configure the Internet Information Server (IIS) and the password for the database.
To configure the Key Storage Manager Server: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
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3. In the Organization tree, expand the Master Site > Security > Media Encryption. The
General tab appears.
4. The first time you select Media Encryption, the KSM Configuration Status appears as Failed. NOTE: The status information reflects the results of the last test. The current status might differ. To update the status, click the Test button. (The status can actually be succeeded even though failed is displayed, in which case the KSM will work, and vice versa.) KSM Configuration Status reflects the certificate status of the workstation where you are currently working (where the System Administrator application is open, not where the NICE Perform Applications Suite is installed).
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5. Right-click Media Encryption and select Media Encryption Wizard. The Media Encryption
Wizard starts.
6. Click Next. Media Encryption Wizard Step 2 of 4 appears.
The IIS Certificate Status should be assigned. This certificate is installed and assigned on the server where the NICE Perform Applications Suite is installed.
NOTE: A IIS Certificate Status of Non-Assigned indicates that the Application Server does not have a certificate for IIS. Such a certificate should be installed now and the Key Storage Manager Server Configuration procedure should be restarted. 7. For the IIS User Identity, you select one of the following. (On distributed systems, see the note below the Existing User option.):
New User - a new user is created. The new user definition overwrites the previous user
default. The new user is created with a default username and password. You do not need to save this information.
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The defaults are: Username: KSMuser Password: NiceUser1

-or-
Existing User - select the user from the Username drop-down list and type the correct Password. NOTE: The Username drop-down list does not include domain users but only those users included in the Windows Built-in IIS group (IIS_WPG or IIS_IUSRS). If you want to add domain users, you need to add them to the Windows Built-in IIS group in order to select them from the list. (The Media Encryption Solution does not require that the IIS user be a domain user. However, on distributed systems, where the Applications Server and SQL Server are on different machines, the IIS user does need to be a domain user in order to log in to the database.)
8. Click Next. Media Encryption Wizard Step 3 of 4 appears.
First time Subsequent runs
9. You now define the password: a. The first time you run the Media Encryption Wizard, you define the Database Master Key password. Type the New password twice. -orb. If this is not the first run, you can change the password for the Database Master Key. To change the password, mark Regenerate Database Master Key. Then type the New password twice. 10. Save the new password in a safe place. You will need this password in the event that you
have to restore the Cryptographic Database.

11. Click Next.
The Summary window appears.
12. Click Finish. The Media Encryption setup is complete. The KSM Status and Configuration
details appear.
13. Click Test to update the status to Succeeded.
Defining KSM Synchronization Intervals

In the event that the connection between the KSM and the encryption key database fails, the encryption keys are stored temporarily in a local file. The KSM periodically tries to synchronize the connection to the encryption key database. As soon as a connection is confirmed, all encryption keys stored in the temporary file are copied to the encryption keys database.
To define the KSM synchronization interval: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
Figure 20-3
Accessories Menu
3. In the Organization tree, expand Site > Security > Media Encryption. The General tab
appears.
4. In the KSM Synchronization Interval box, enter or scroll to the number of minutes between
KSM Synchronizations. (The maximum is 1440 minutes, or one day.)

5. Click Save
The new synchronization interval becomes effective immediately!
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Defining an IIS User Identity

If the IIS user is not the default user defined by NICE Perform, the IIS user must have permissions to the following two folders:
C:\Windows\Temp
...\<location of applications>\KeyStorageManager\WebService\EncryptionBackupFiles
These permissions are:

Read & Execute Read Write
You define these permissions on the Security tab of the folder. To access the Security tab, rightclick the folder, and select Properties. Then click the Security tab.
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Adding a Domain User to the Windows Built-in IIS Group

If you want the user identity of the IIS to be a domain user who is not a local user, you need to manually add this user to the Windows Built-in IIS group (IIS_WPG or IIS_IUSRS).
To add a domain user to the Windows Built-in IIS group: 1. Right-click My Computer, and select Manage.
The Manage window appears.

2. Select Local Users and Groups > Groups.
The Groups list appears.
3. In the Groups list, right-click IIS_WPG > Add to Group . NOTE: In Windows 2008, IIS_WPG is IIS_IUSRS.
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The IIS-WPG Properties window appears.
4. Click Add.
The Select Users, Computers, or Groups window appears.

5. In the Enter the object names to select area, enter the domain name and username in the following syntax: domain name\username. EXAMPLE:
If the domain name is NICE_SYSTEMS, and the username is sharonca, enter: NICE_SYSTEMS\sharonca.
6. Click Check Names.
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In the Enter the object names to select area, the domain name and username changes to display the username and email of the domain user.
Username and email of the domain user
7. Click OK.
Enabling Anonymous Access from the IIS Web Site

You enable anonymous access from the IIS web site in order to ensure anonymous playback.
To enable anonymous access from the IIS web site: 1. In the Run window, enter inetmgr.
The Internet Information Services window appears.

2. Navigate to IIS > Web Sites > Default Web Site > KSMWebService. 3. Right-click and select Properties. 4. Click the Directory Security tab. 5. In the Authentication and access control area, click Edit. 6. In the Authenticated access area, select the Windows Integrated Authentication check
box.
7. Select the Enable anonymous access check box. 8. Click OK twice.
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Configuring the Logger for Media Encryption

You configure encryption support for newly installed and upgraded Loggers through the System Administrator.
Supported Loggers for Media Encryption
The following Loggers support media encryption:
Voice Logger (PCI) 9.06.03.xx or later VoIP Logger 9.12.03.xx or later ICU
Requirements
The requirements for configuring Media Encryption are:
A CA (root) certificate must be installed on the Logger. .NET Framework 2.0 and up must be installed. EFS is enabled and configured on the Logger. A site can use its own EFS certificates without affecting the Media Encryption Solution. In the System Administrator, the Logger has a valid license key that includes encryption to the Logger.
To configure encryption support on a Logger: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, expand Master Site > Logger Servers > NiceLog.
Add the Logger that has an encryption key. Click Save.
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3. Click the Global tab. In the Audio Encryption drop-down list, the default set up is Disabled.
4. Expand the Audio Encryption drop-down list.
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5. Select 256 bit. Click Save
You are prompted to restart the Logger.
6. Restart the Logger. NOTE: If you do not restart the Logger, you will receive a Warning message.
Verifying Logger Installation and Configuration

Verify that:
Logger services are up and running. (CIMService, IPCapture and LogService) After Player is installed, encrypted interactions can be played back with Player.
To verify Logger installation and configuration: 1. From the Logger, navigate to Control Panel > Administrative Tools > Services. 2. Verify that the following services are up and running:
CIMService IPCapture LogService
3. Play back an interaction, and verify that the padlock appears in the Player.
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Encryption Requirements for NICE ScreenAgent
Encryption Requirements for NICE ScreenAgent

On the NICE ScreenAgent workstations, the encryption requirements are:
.NET 2.0 and up is installed. The CA (root) certificate is installed. EFS is enabled and configured. A site can use its own EFS certificates without affecting the Media Encryption Solution. The CryptoInfo folder has Modify permissions. The path to the folder changes depending on whether the Operating System is XP or Vista.
XP Operating System: C:\Documents and Settings\All Users\Application

Data\Nice\CryptoInfo
Vista Operating System: C:\ProgramData\Nice\CryptoInfo
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Verifying Player Configuration
Verifying Player Configuration

A CA (root) certificate must be installed on the Player workstation. The installation and configuration of Player is the same for Media Encryption as without it.
NOTE: When the Player plays encrypted data, a lock is displayed.
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Configuring the Audio Analysis Server

The NICE security policy requires that only the Audio Analysis service can access the temporary audio files that are created in the workflow directory. The Audio Analysis Server can be configured to encrypt the Work Area Directory.
NOTE: There are two work area directories:
For Audio Analysis WAV files, whose work area directory must be encrypted. For SM indexing files, which are binary files, and thus their work area directory does not require encrypting.
Audio Analysis Requirements

The Applications Server must support encryption and be properly configured. The Audio Analysis Server must have a CA (root) certificate. Verify that Microsoft EFS is enabled and configured on the Audio Analysis server. A site can use its own EFS certificates without affecting the Media Encryption Solution.
Encrypting the WorkArea Directory

You must encrypt the Audio Analysis WorkArea directory.
To encrypt the Audio Analysis WorkArea directory: 1. Install the Audio Analysis with the required configuration.
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2. Access the ContentAnalysis Files folder.
3. Expand WorkArea in the ContentAnalysisFiles folder, and select Properties.
The WorkArea Properties window appears.
4. Click the Advanced button.
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The Advanced Attributes window appears.
5. Select Encrypt contents to secure data, and click OK twice. NOTE: The files in the folder are encrypted according to the user who creates them. Even though the Administrator marks the folder for encryption during the installation and configuration of Audio Analysis, the audio files are created by the Audio Analysis Server, and can be accessed only by the Audio Analysis service that created them. IMPORTANT If the connection between the Audio Analysis Server and the KSM is lost, all analyses will fail since the audio cannot be decrypted. When the connection is restored, the Audio Analysis Server resumes functioning. However, the requests that failed when the connection to the KSM was lost are not analyzed automatically.
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Media Encryption Maintenance
Contents
Maintaining Master Keys..............................................................................................510 Maintaining Database Master Keys..........................................................................510 Backing Up the Service Master Key.........................................................................512 Restoring Encryption Keys.......................................................................................513 Backing Up and Restoring the Cryptographic Database..........................................516 Backing Up the Transactional Log ...........................................................................516 Restoring a Complete Database (Full Recovery Model) .........................................517
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Maintaining Master Keys

Encryption key information is encrypted in the Cryptographic Database. The Service Master Key and the Database Master Key are particularly important within the SQL Server Security security scheme. These elements must be properly generated and maintained in order to allow restoration of the Cryptographic Database in case an unexpected problem arises. This section describes the following topics:
Maintaining Database Master Keys on page 510 Backing Up the Service Master Key on page 512 Restoring Encryption Keys on page 513
Maintaining Database Master Keys

Each database has its own Database Master Key. The Database Master Key is used to secure the certificates used for encryption of the database columns. The Database Master Key is generated during the creation of the Cryptographic Database (nice_crypto). The Database Master Key is encrypted twice, once by the Service Master Key and once by a supplied password.
IMPORTANT The password is crucial for database restoration. It is very important to back up this password and keep it in a safe place. Creating this backup is the customers responsibility.
This section describes the following topics:
Changing the Password of the Database Master Key on page 510 Backing Up the Database Master Key on page 511 Backing up the Database Master Key Encryption Password on page 512
Changing the Password of the Database Master Key

If you change the password for the Database Master Key, the key is automatically regenerated.
IMPORTANT Remember to save the new password in a safe place! You will need this password in the event that you have to restore the Cryptographic Database.
To change the Database Master Key password: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
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Figure 21-1
Accessories Menu
3. In the Organization tree, expand Site > Security > Media Encryption. Then from the Actions menu, choose Regenerate DMK. The Database Master Key window appears.
4. In the Current password field, enter the password currently in use. 5. In the New password and Confirm password fields, enter the new password, then click OK. 6. Save the New password in a safe place. You will need this password if you have to restore
the Cryptographic Database (nice_crypto). The Database Master Key is automatically regenerated and the new password applied.
Backing Up the Database Master Key

The Database Master Key must be decrypted before it is backed up. A user with high privileges must log in to the SQL Server in order to back up the Database Master Key. You must back up the Database Master Key as soon as it is created and then store the backup in a secure, off-site location. The Database Master Key is backed up using the following command:
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BACKUP MASTER KEY TO FILE = <path_to_file> ENCRYPTION BY PASSWORD = <password>;
where:
<path_to_file> - Specifies the complete path including file name of the file to which the
Database Master Key will be exported. This may be a local path or a Universal Name Convention (UNC) path to a network location.
<password> - Specifies the password used to encrypt the Database Master Key in the backup file. This password is subject to complex checks, as set up in the password policy of your organization.
EXAMPLE:
The following example selects the nice_crypto database and creates a backup of the nice_crypto Database Master Key. Because this Database Master Key is not encrypted by the Service Master Key, a password must be specified when it is opened.
USE nice_crypto; OPEN MASTER KEY DECRYPTION BY PASSWORD = 'sfj5300osdVdgwdfkli7'; BACKUP MASTER KEY TO FILE = 'c:\temp\exportedmasterkey' ENCRYPTION BY PASSWORD = 'sd092735kjn$&adsg'; GO Note: If the nice_crypto database is already selected, there is no need to include the USE nice_crypto; command.
Backing up the Database Master Key Encryption Password

Save the Database Master Key Encryption Password in a text file or in a Microsoft Word file. If you save the password in a Word file, save it with a password as a further precaution.
Backing Up the Service Master Key

During installation of the SQL Server, a Service Master Key is created. The Service Master Key with the certificates are used together to secure all other encryption keys.
IMPORTANT The Service Master Key should be backed up and stored in a secure, off-site location, as anyone who has access to the Service Master Key and the SQL Server can decrypt the media encryption keys. Creating this backup is the customers responsibility. It should be one of the first administrative actions performed on the server.
The Service Master Key is backed up using the following command:

BACKUP SERVICE MASTER KEY TO FILE = <path_to_file> ENCRYPTION BY PASSWORD = <password>;
where:
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<path_to_file> - Specifies the complete path including file name of the file to which the
Service Master Key will be backed up. This may be a local path or a Universal Name Convention (UNC) path to a network location.
<password> - Specifies the password used to encrypt the Service Master Key in the backup file. This password is subject to complex checks, as set up in the password policy of your organization.
EXAMPLE:
In the following example, the Service Master Key is backed up to a file.

BACKUP SERVICE MASTER KEY TO FILE = 'c:\temp_backups\keys\service_master_key' ENCRYPTION BY PASSWORD = '3dH85Hhk003GHk2597gheij4';
Restoring Encryption Keys

You restore encryption keys when the database or server is corrupted. When you need to restore the keys, do one of the following:
If the server is corrupted, restore all keys.
Restore the Service Master Key. See Restoring the Service Master Key on page 513. Restore the Database Master Key. See Restoring the Database Master Key on page 514.
If only the database is corrupted, restore only the Database Master Key. See Restoring the Database Master Key on page 514. If the Service Master Key was changed, re-encrypt the Database Master Key with the current Service Master Key. See Re-encrypting the Database Master Key with a New Service Master Key on page 515.
Restoring the Service Master Key

Restore the Service Master Key using the following command:
RESTORE SERVICE MASTER KEY FROM FILE = '<path_to_file>' DECRYPTION BY PASSWORD = '<password>' [FORCE]
where
path_to_file - Specifies the complete path including file name of the stored Service Master Key. path_to_file can be a local path or a Universal Naming Convention path to a network location. password - Specifies the password required to decrypt the Service Master Key that is being imported from a file. FORCE - (Optional) Forces the replacement of the Service Master Key, even at the risk of data loss.
NOTE: You can use the FORCE option to ignore errors, but this option will cause the loss of the data that cannot be decrypted.
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WARNING The Service Master Key is the root of the SQL Server encryption hierarchy. The Service Master Key directly or indirectly secures all other keys in the tree. If a dependent key cannot be decrypted during a forced restore, data that is secured by that key will be lost.
EXAMPLE:
The following example is the command to restore the Service Master Key from a backup file.
RESTORE SERVICE MASTER KEY FROM FILE = 'c:\temp_backups\keys\service_master_key' DECRYPTION BY PASSWORD = '3dH85Hhk003GHk2597gheij4'; GO
Restoring the Database Master Key

You can restore the Database Master Key in one of the following ways:
Restoring the database: This will restore the Database Master Key, since it is saved in the database. Restoring the Database Master Key using a specific command.
The following command restores the Database Master Key:

RESTORE MASTER KEY FROM FILE = '<path_to_file>' DECRYPTION BY PASSWORD = '<Decryption password>' ENCRYPTION BY PASSWORD = '<Encryption password>' [FORCE]
where
path_to_file - Specifies the complete path including file name of the stored Database Master Key. path_to_file can be a local path or a Universal Naming Convention path to a network location. Decryption password - Specifies the password that is required to decrypt the Database Master Key that is being imported from a file. Encryption password - Specifies the password that is used to encrypt the Database Master Key after it has been loaded into the database. FORCE Specifies that the RESTORE process should continue, even if the current Database Master Key is not open or if the SQL Server cannot decrypt some of the private keys that are encrypted with it.
Use the FORCE option only if the master key is irretrievable or if decryption fails. Information that is encrypted only by an irretrievable key will be lost. If the Database Master Key was encrypted by the Service Master Key, the restored Database Master Key will also be encrypted by the Service Master Key. If there is no Database Master Key in the current database, RESTORE MASTER KEY creates a Database Master Key. The new Database Master Key will not be automatically encrypted with the Service Master Key.
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EXAMPLE:
The following command can be used to restore the Database Master Key of the nice_crypto database.
USE nice_crypto; RESTORE MASTER KEY FROM FILE = 'c:\backups\keys\nice_crypto_master_key' DECRYPTION BY PASSWORD = '3dH85Hhk003#GHkf02597gheij04' ENCRYPTION BY PASSWORD = '259087M#MyjkFkjhywiyedfgGDFD'; GO
Re-encrypting the Database Master Key with a New Service Master Key
If the Service Master Key has been replaced, you must re-encrypt the Database Master Key. The process includes the following steps:
1. Decryption of the key using the password. 2. Encryption of the key by the new Service Master Key.
The relevant command is described in the following example:

EXAMPLE:
-- Create db master key and encryption password

OPEN MASTER KEY DECRYPTION BY PASSWORD = '<Nice_password>' GO alter master key drop encryption by service master key GO alter master key add encryption by service master key GO
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Backing Up and Restoring the Cryptographic Database

In a NICE Perform system with media encryption, the Cryptographic Database stores the encrypted keys. In case of database failure, the Cryptographic Database must be restored. To ensure minimum loss of data, the Cryptographic Database is set to Full recovery model. In this model, all operations are fully logged to the database transactional log. In case of a database failure, the data can be restored up to the latest operation in the log. The log is deleted only after at least one of the backup procedures, described below, has been successful. The Cryptographic Database is backed up by the following backup procedures:
Full Backup Backs up the entire database (by default, scheduled to run weekly, every Saturday night). Differential Backup Backs up all the data that has been modified since the last full backup (by default, scheduled to run daily, every night, except Saturday). Transactional Log Backup Backs up the database transactional log, meaning the data that was modified since the last Transactional Log Backup, (scheduled to run every hour).
The restore operation can be made to the last operation in the log or to the last log backup, in case the log is corrupted.
NOTE: It is recommended to store the backup files on a different machine from that on which the Cryptographic Database is installed.
The Cryptographic Database is backed up periodically, as described in the following section.
Backing Up the Transactional Log

The backup mechanism in the Database Servers branch backs up the transactional log of the Cryptographic Database only. The backup schedule is configured via the Backup tab on the Database Servers branch. By default, this backup is scheduled to run every hour.
To back up the transactional log: 1. Open NICE Applications. In the navigation bar, click Accessories, and select System Administrator. 2. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
3. Select the database by expanding Master Site > Database Services, and select the database.
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4. Click the Backup tab.
All backups are saved to the same file. This ensures that the restore operation is performed on the latest backup of the log.
NOTE: After the log backup, the log is truncated, and the next backup is appended to the last available backup file. When a full or differential database backup is performed, all available log backups are deleted, as they are no longer necessary.
Restoring a Complete Database (Full Recovery Model)

A complete database restore restores the database up to the latest available backup or, if the log file is available, to the last logged operation (point of failure). Under the full recovery model, the database can be restored to a specific point in time. The point in time can be the most recently available backup, a specific date and time or a marked transaction. During the restore procedure, the database is off-line. Recovering a database to point of failure consists of the following steps:
1. Backing up the active transactional log, referred to as the tail of the log. See Backing Up the
Tail of the Log on page 517.

2. Restoring the database. See Restoring the Database on page 519.
Backing Up the Tail of the Log

Backing up the tail of the log creates a tail-log backup. A tail-log backup succeeds only if the log files are undamaged. The log may be available even if the database is damaged. If the active transactional log is unavailable, all the transactions in that part of the log are lost. You can back up the last transactional log in one of the following ways:
Manual backup. If the database is damaged or off-line, you must use the manual procedure. See page 518. Automatic procedure, using the SQL Management Studio. See page 518.
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To manually back up the tail of the log:
A tail-log backup is performed using the BACKUP LOG statement.
If the database is on-line, back up the tail of the log using the WITH NORECOVERY option, before restoring the database:
BACKUP LOG <database_name> TO <backup_device> WITH NORECOVERY NOTE: The WITH NORECOVERY option is required to avoid an error.
If the nice_crypto database is off-line and does not start, try to perform a tail-log backup, using the following command:
BACKUP LOG nice_crypto TO <backup_device> WITH CONTINUE_AFTER_ERROR NOTE: Since no transactions can occur at this time, using WITH NORECOVERY is
optional.
To automatically back up the tail of the log using SQL Management Studio: 1. Open the SQL Management Studio by clicking Start and choosing Programs >Microsoft SQL Server > SQL Server Management Studio. 2. Expand the SQL Server and Databases. 3. Right-click nice_crypto, and select Tasks > Back Up.
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The Back Up Database window appears.
4. From the Backup type dropdown list, select Transaction Log, and click OK.
The backup operation takes place.
Restoring the Database

Perform the following procedure to restore the database.
To restore the database 1. Open the SQL Management Studio, and expand the SQL Server and Databases. 2. Right-click nice_crypto, and select Tasks > Restore > Database.
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The Restore Database window appears.
3. Make sure that the databases are in the following order, according to the Type column: 1. Full 2. Differential 3. Transaction Log
and make sure that all checkboxes are selected.

4. Click OK. The restore operation takes place. IMPORTANT If the Cryptographic Database was backed up on one machine, and you want to restore it on a different machine, you must re-encrypt the database master key. See Re-encrypting the Database Master Key with a New Service Master Key on page 515 for details.
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22
Playback to Extension and Dial Plan Configuration
This section describes how to configure the Telephony Services Server for Playback to Extension (Instant Callback).
IMPORTANT In this context, Playback to Extension and Instant Callback are the same.
Contents
Overview........................................................................................................................522 Configuring a Telephony Services Server..................................................................523 Creating a New Telephony Services Server.............................................................524 Configuring Playback to Extension for the Analog/Digital Interface .........................529 Configuring Playback to Extension for the H.323 IP Interface .................................531 Configuring Playback to Extension for the SIP IP Interface .....................................535 Verifying Switch Extensions for Analog Playback to Extension..............................541 Modifying the Telephony Services Server Definition ................................................542 Verifying NICE Services ...............................................................................................543 Deleting a Telephony Services Server Definition ......................................................544 What is a Dial Plan? .....................................................................................................545 How to Select a Dial Plan.........................................................................................546 Defining a Dial Plan..................................................................................................547 Defining a Search Order for Telephony Services Servers ........................................554
Chapter 22: Playback to Extension and Dial Plan Configuration NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Overview
Overview
IMPORTANT Before configuring the Telephony Services Server, ensure that: the Interactions Center (CLS) is installed, configured, and running, and that the switch is configured for Instant Callback.
The Telephony Services Server enables you to play back audio to your telephone extension. You can have one or more Telephony Services Servers installed at your site. When you have more than one Telephony Services Server, each users playback requests are handled by the Telephony Services Server connected to the switch on which they are defined. Each Telephony Services Server has a fixed number of ports available for this purpose. To maximize playback resources you can define a Dial Plan. The Dial Plan enables requests for playback to utilize the resources of other Telephony Services Servers. If you will be using the Playback Last Calls IP Phone Application feature, you must define a Dial Plan. For a description of dial plans and how to create them, refer to What is a Dial Plan? on page 545. The Telephony Services Server is required for the following features/functionalities:
Creating Clips (in the Business Analyzer application) Playing back and listening to interactions on a telephone extension using ROD, Business Analyzer, Monitor, etc. This is called Playback to Extension or Instant Callback. Customer Feedback
NOTE:
Playback to speakers or a sound card on a user workstation does not require a Telephony Services Server. You can configure the Telephony Services Server before installing its software and all configuration settings will be saved. However, in this case, during the configuration procedure, an error message will display. To listen to audio on your telephone extension: a. Open Player. b. Select Settings > Select Output. c. In the Select Output window, enter your extension number and click OK. When playing back audio, your telephone rings. When you pick up the receiver, the audio plays back.
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Configuring a Telephony Services Server

Configuring a Telephony Services server involves:
1. Verifying that all preparatory procedures have been completed. See Before You Configure
the Telephony Services Server on page 523.

2. Creating a New Telephony Services Server. See page 524. 3. Configuring Playback to Extension (Instant Callback).
See:
Configuring Playback to Extension for the Analog/Digital Interface on page 529. Configuring Playback to Extension for the H.323 IP Interface on page 531. Configuring Playback to Extension for the SIP IP Interface on page 535.
4. If you will be using the Playback Last Calls IP Phone Application, you must define a Dial
Plan. See What is a Dial Plan? on page 545.
Before You Configure the Telephony Services Server

IMPORTANT
When defining the Telephony Services Server, make sure you have the correct Host Name or IP Address of the machine on which the Telephony Services Server is installed. Do not use localhost or 127.0.0.1 for the Telephony Services Server Host Name/IP Address. In some sites, doing so prevents the Telephony Services Server from starting. Before configuring the Telephony Services Server, you must be fully familiar with the Telephony Services Server configuration installed at your site. In a Multi Data Hub environment, the Telephony Services Server must be included in the same data hub as the Interactions database. In this way, in the event that one data hub is down, the Telephony Services Server can still play back interactions from its local site.
Before you configure the Telephony Services server, verify that:

Analog Interface
The DIVA board and driver have been installed correctly. The extensions are physically connected to the ports on the board by your switch technician.
Digital Interface
The trunk is physically connected to the port on the HMP board by your switch technician. The Dialogic HMP board and software are installed correctly. Dialogic HMP software is configured correctly.
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IP Interface
Dialogic HMP software is installed and configured correctly.
Configuring the Telephony Services Server involves the following steps: 1. Naming the Telephony Services Server - define a name that will be used to identify the
Telephony Services Server throughout the System Administrator.

2. Defining the Telephony Services Server location - enter the IP address or host name of
the computer on which the Telephony Services Server is installed. Do not use localhost or 127.0.0.1 for this purpose!
3. Defining ports - configure the ports that are assigned to Playback to Extension.
For instructions on defining ports for Customer Feedback, see Customer Feedback Configuration on page 555.
Creating a New Telephony Services Server

To create a new Telephony Services Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, expand a Data Hub and select Playback. 3. From the Actions menu, select New Telephony Services Server.
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The Telephony Services Server License window appears.
If your licenses were imported, select the relevant license from the Available Keys list. Click OK. If your license key is on a file, click From File. The Licenses window appears.
Double-click the relevant licences
In the License Key list, locate and double-click your license key. The Telephony Services Server License window reappears with the relevant serial number and license key. Click OK.
If your license key is not on file, enter the Serial Number and License Key for the Telephony Services Server. Click OK.
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The Telephony Services Configuration window appears.
4. Define the board and ports configuration as described below:
If you are configuring the Telephony Services for a server that contains Dialogic boards from a previous version, select Legacy Boards and select one server interface type.
NOTE: If your server contains legacy boards, Telephony Services can be defined for one interface only. -or-
If your server is either HMP-based and/or contains DIVA boards (analog interface only), select Dialogic HMP Based Boards. Then select the interfaces for which you need to define ports.
5. Click
System Administrator displays the number of available ports based on your license privileges.
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Number of available ports
6. Enter the number of ports you need to configure and click OK. TIP: The available resources can be seen in the System Administrator Organization tree, in the License Manager branch, Telephony Services tab.
Total number of ports in the license
Number of ports that have not been defined yet
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7. In the General tab, define the following: a. Server Name: Enter a descriptive name. The name appears in the Organization tree and is used for identifying the Telephony Services Server in System Administrator.
b. Server Host Name/IP Address: Enter the host name or IP address of the machine on
which the Telephony Services server is/will be installed.

WARNING Do not enter localhost or 127.0.0.1 as the Server Host Name or IP Address! This can prevent the Telephony Services server from starting! c. HTTP Port: Keep the default.
d. TCP Port: Keep the default.
NOTE: If the default ports are already in use, you can change these port definitions. 8. In the Log Level tab, keep defaults. 9. Define the Telephony Voice Codec as described below: a.
In the Organization tree, navigate to Master Site > Playback > Telephony Services branch.
b. In the General Settings area, select the Telephony Voice Codec used at your site.
c.
Click Save
10. Proceed to one of the following:
To configure Playback to Extension for the analog/digital interface, proceed to Configuring Playback to Extension for the Analog/Digital Interface on page 529. To configure Playback to Extension for the H.323 IP interface, proceed to Configuring Playback to Extension for the H.323 IP Interface on page 531. To configure Playback to Extension for the SIP IP interface, proceed to Configuring Playback to Extension for the SIP IP Interface on page 535. To configure Customer Feedback, see Customer Feedback Configuration on page 555.
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Configuring Playback to Extension for the Analog/Digital Interface

To configure Playback to Extension for the analog/digital interface: 1. Create a new Telephony Services Server as described in Creating a New Telephony Services
Server on page 524.

2. In the Organization tree, expand your new Telephony Services Server and select Instant Callback.
The Ports tab appears displaying the number of ports that have been allocated for this Telephony Services Server in Creating a New Telephony Services Server on page 524.
TIP:
If your Telephony Services Server contains legacy Dialogic boards, the E1 digital interface lists 30 ports, numbered 1-30; the T1 digital interface lists 24 ports, numbered 1-24. To change the Telephony Services interface and/or number of assigned ports, do the following: a. In the Organization tree, right-click the new Telephony Services Server branch that you just created and select Update Configuration. The Telephony Services Configuration window appears. b. Change the configuration as described in Creating a New Telephony Services Server on page 524, steps 4-6.
3. In the Port column, click the first row. An arrow appears in the right side of the row. 4. Click the arrow and select a switch.
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5. Click Save IMPORTANT
If the configuration has not been completed properly, a message appears stating that the configuration is not complete. Fix the specified problem and click Save again.
You are prompted to restart the Telephony Services Server.

6. Click
. The Telephony Services Server saves your settings and restarts.

TIP: If you define the Telephony Services Server before installing its software, although an error message appears, configuration settings are still saved.
Playback to Extension for the analog/digital interface is complete.

7. If NMS is installed at your site, add the new Telephony Services Server to the NMS monitored
list as described below:

a.
In the Organization tree, expand Network Management System and select an NMS. Click the Monitored Servers tab.
b. Select the server on which the Telephony Services Server is installed. Then select Monitor Server.
c.
Click Save
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Configuring Playback to Extension for the H.323 IP Interface

This section describes how to configure Playback to Extension for the H.323 IP interface. In the H.323 IP interface, calls are established using an IP trunk. Ensure that the IP trunks are configured in the switch by the switch technician. No registration is required.
NOTE: Customer Feedback does not support the H.323 configuration.
To configure Playback to Extension for the H.323 IP interface: 1. Create a new Telephony Services Server as described in Creating a New Telephony Services
Server on page 524.

2. Click the IP Configurations tab.
3. In the Telephony Services Server IP Configuration area configure the IP configuration as
described below:
a. IP Protocol: Select H.323.
The Switches area changes according to your selection.

b. Make Call Timeout (seconds): Accept the default or enter a new value.
This is maximum amount of time, in seconds, that can pass without a user response, before a timeout occurs. Make Call Timeout is relevant for Instant Callback only.
4. In the Switch Addresses area, click
. You can add several switches here.
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The IP Switch Definition window appears.
The red exclamation mark indicates that you need to complete this field.
5. In the IP Switch Definition window, configure the following: a.
From the Switch drop-down menu, select the relevant switch type.
b. Enter the IP address as described below.

c.
Avaya Alcatel Cisco
Enter the IP address of the CLAN board. Enter the IP address of the INT-IP board. Enter the Publisher IP address.
Adjust the Codec Rate if necessary. The Codec type is fixed at G.711. Click OK.
d. Skip the Extension Identifiers option. This option is relevant to Customer Feedback only. e.
The Telephony Services IP Configuration tab displays the updated IP switch information.
IP switch information
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TIP: To change the Telephony Services interface and/or number of assigned ports, do the following: a. In the Organization tree, right-click the new Telephony Services Server branch that you just created and select Update Configuration. The Telephony Services Configuration window appears. b. Change the configuration as described in Creating a New Telephony Services Server on page 524, steps 4-6. 7. Define ports as described below: a.
In the Switch column, click the first row. An arrow appears in the right side of the row. displayed. Select a switch.
b. Click the arrow. A list of switches, previously created in the IP Configurations tab, is c.
To define another port, in the Switch column, click the next row. Then click the rows arrow and select a switch. Repeat this step until all ports are defined. . You will be prompted to restart the Telephony Services Server. Click
d. Click Save
.
IMPORTANT If the configuration has not been completed properly, a message appears stating that the configuration is not complete. Fix the specified problem and click Save again.
The Telephony Services Server restarts and your settings are saved.
TIP: If you define the Telephony Services Server before installing its software, although an error message appears, configuration settings are saved.
Playback to Extension for the H.323 IP interface is complete.


a.
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c.
Click Save
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Configuring Playback to Extension for the SIP IP Interface

The SIP IP configuration uses virtual extensions that can be used for both Customer Feedback and Playback to Extension (Instant Callback). On certain switches, these virtual extensions need to be registered. Registered virtual extensions are called SIP endpoints or SIP extensions. When configuring Playback to Extension, IP trunks and virtual extensions are supported for playback. When IP trunks are used, no registration is necessary. When virtual extensions or SIP endpoints are used, registration is required. In these cases, you must select SIP Extension and in the IP Switch Definition window, you must also select Register for ICB.
NOTE:
We recommend using registered extensions or SIP endpoints for Playback to Extension. Customer Feedback requires using registered extensions (SIP endpoints). Avaya always requires SIP registration.
To configure Playback to Extension for the SIP IP interface: 1. Create a new Telephony Services Server as described in Creating a New Telephony Services
Server on page 524.

3. In the Telephony Services Server IP Configuration area, define values as described
below:
a. IP Protocol: Select SIP Trunk or SIP Extension.
The Switches area changes according to your selection.

b. Make Call Timeout (seconds): Accept the default or enter a new value.
This is maximum amount of time, in seconds, that can pass without a user response, before a timeout occurs. Make Call Timeout is relevant for Instant Callback only.
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4. In the Switches area, click
NOTE: You can add several switches here.
The IP Switch Definition window appears.
5. To define all switches except for Aspect: NOTE: The Aspect configuration currently supports Customer Feedback only and not Playback to Extension. a.
Click the Switch drop-down arrow and select the relevant physical switch. In the Type field, leave the default setting. Skip the Extension Identifiers option. This option is relevant to Customer Feedback only. To configure registered SIP extensions or endpoints, proceed to Step 6.
-or-
b. Enter the IP address of the SIP proxy server. c.
d. Adjust the Codec Rate if necessary. The Codec type is fixed at G.711. e. f.
If you do not need to configure registered SIP extensions or endpoints, proceed to Step 7.
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6. To configure registered SIP extensions or endpoints, follow instructions described in the
following table.
IMPORTANT Prior to configuring the registered SIP extensions, consult with your switch technician to receive all relevant parameters.
Parameter SIP Port Register for ICB (Playback to Extension/ Instant Callback only) SIP Authentication Use login as Extension Realm Default Password
Description Keep the default value of 5060. If your switch is configured to use SIP endpoints for Playback to Extension, select this option. If your switch requires authentication for SIP registration, select this option. To use the agent extension number as the login, select this option. Enter the protected domain name as configured in the SIP Proxy. Example: nice.com Enter the default authentication password used by all SIP endpoint registrations. Note: When necessary, this can be changed for individual ports. Enter the default authentication password again.
Confirm Password 7. Click OK.
The IP Configurations tab displays the new IP switch configuration information.
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TIP:
Each port corresponds to a SIP endpoint defined on the switch. When registration requires authentication, the SIP endpoint definition also includes login and password parameters. To change the Telephony Services interface and/or number of assigned ports, do the following: a. In the Organization tree, right-click the new Telephony Services Server branch that you just created and select Update Configuration. The Telephony Services Configuration window appears. b. Change the configuration as described in Creating a New Telephony Services Server on page 524, steps 4-6.
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9. Define IP port assignment as described in the table below:
Parameter Switch
Description 1. In the Switch column, click the first row. An arrow appears in the right side of the row. 2. Click the arrow. A list of switches, previously created in the IP Configurations tab, is displayed. Select a switch. 3. To define another port, click the next row. Then click the rows arrow and select a switch. Repeat this step until all ports are defined. Note: Only switches configured in the IP Switch window appear here.
SIP Reg ID SIP Reg Login (SIP Authentication only) SIP Reg Pass (SIP Authentication only) Extended Parameters 10. Click Save
Enter the SIP endpoint identifier. Enter the SIP registration login provided by your switch technician.
Enter the SIP registration password provided by your switch technician. Enter the Login and Password.
. You are prompted to restart the Telephony Services Server. Click
.
IMPORTANT If the configuration has not been completed properly, a message appears stating that the configuration is not complete. Fix the specified problem and click Save again.
TIP: If you define the Telephony Services Server before installing its software, although an error message appears, configuration settings are saved.
Playback to Extension for the SIP IP interface is complete.


a.
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c.
Click Save
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Verifying Switch Extensions for Analog Playback to Extension
Verifying Switch Extensions for Analog Playback to Extension

When you configure the analog Telephony Services server, you define port-extension connections. These are the actual physical connections between an extension on your switch and a port on your Telephony Services Server. Analog ports are numbered sequentially and correspond directly to the boards ports in the order in which they appear on the board. To enable the analog Telephony Services server to work properly, the physical analog connections must be connected in the order in which they appear on the board. For example, the first connection must be connected to the first port, and so on.
To verify an extension number: 1. Plug a regular telephone into the extension on the switch. 2. From a different telephone, dial the extension number. The telephone should ring. 3. Remove the telephone from the extension. 4. Connect the extension to the first port in the Diva board.
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Modifying the Telephony Services Server Definition
Modifying the Telephony Services Server Definition

You can modify the Telephony Services Server definition using similar procedures as when you defined it. Each time you save the Telephony Services Server definition, the Telephony Services Server restarts automatically.
To modify the Telephony Services Server definition: 1. In the Organization tree, select the Playback branch and then a Telephony Services Server
modifying the relevant fields. See Configuring a Telephony Services Server on page 523.
2. Click Save
. You are prompted to restart the Telephony Services Server. Click
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Verifying NICE Services
Verifying NICE Services

After you complete configuring and installing the Telephony Services server, you need to verify whether the Telephony Service is operating.
NOTE: If you completed installing the Telephony Services software and configuring System Administrator, the service status can be verified. However, if you configure System Administrator and have not yet installed the Telephony Services software, the service will fail to start.
To verify the NICE Telephony service: 1. Open the Services window and verify that the service Status is Started and its Startup Type is set to Automatic.
2. Restart the computer.
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Deleting a Telephony Services Server Definition
Deleting a Telephony Services Server Definition

WARNING Deleting a component definition without uninstalling the component can cause your system to malfunction.
Uninstalling the Telephony Services server does not automatically remove its definition from your site. You must delete the Telephony Services servers definition in System Administrator. We recommend performing this procedure before uninstalling the Telephony Services Server. This will eliminate the risk of leaving invalid paths in the site configuration.
To delete a Telephony Services Server definition: 1. In the Organization tree, select the Playback > Telephony Services branch and then select
the Telephony Services Server you need to delete.

2. From the Actions menu, select Delete or click
NOTE: You can also delete a Telephony Services Server by right-clicking its name and selecting Delete Telephony Services Server.
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What is a Dial Plan?

Using a predefined prefix, a Dial Plan establishes a connection between a Source and a Destination, and dials from one switch to another. The Source is the switch to which the extensions of the Telephony Services Server are connected. The Destination is the switch to which the extensions you need to call are connected. The Prefix is a user-defined number that the Dial Plan adds to each dialed number.
What you need to know:
If your site will be using the Playback Last Calls IP Phone Application, you must define a Dial Plan. If you are creating a dial plan between a Source and a Destination on the same switch, you usually will not need a prefix. However, if your site requires this, a prefix can be defined. Except for playback to workstation speakers, each time a user plays back an interaction, an internal request for playback is made to the Telephony Services Server. Each time a clip recording is recorded, an internal request for playback is made to the Telephony Services Server. Each Telephony Services Server has a fixed number of ports available for handling playback requests. Each Telephony Services Server is defined, in the System Administrator, on a switch. Each user is defined, in the Users Administrator, on a switch. A Telephony Services Server that is defined on the same switch as a user is considered the users local Telephony Services Server. A Telephony Services Server can be connected to more than one switch. When activating playback in the SIP playback environment, do not enter a phone number that begins with the pound (#) key. In this scenario, Playback to Extension will fail to work.
When should a Dial Plan be defined?
A Dial Plan enables you to share resources and can perform playback across switches. You can have one Telephony Services Server shared with several switches, or your site may have more than one Telephony Services Server with several switches. The preferred configuration is that each switch has its own Dial Plan with an empty prefix. The empty prefix is a default setting. How does the Dial Plan function? When all the ports on the switch of the local Telephony Services Server are in use, a Dial Plan enables another switch to play back interactions in its place.
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When is a Dial Plan not necessary?
You want to restrict all playback requests to using their local Telephony Services Server.
NOTE: Full functionality of the Telephony Services Server can be achieved without a Dial Plan. A Dial Plan gives you the added value of maximizing your resources when more than one Telephony Services Server is installed.
Working without a Dial Plan
If a site has more than one Telephony Services Server but no Dial Plans are defined, when you start playback, the user selects None as the Location in the Playback Select Output window. In this case, the number in the Extension Number field must include all prefixes (unless it is an extension on your local switch).
EXAMPLE:
You want the interaction played to a telephone at area code 222, to the telephone number 999 1234. You must dial 9 for an outside line. Enter 92229991234 in the Extension Number field. If you want the interaction played to an internal extension (your own - 1234), enter just the extension number (1234) in the Extension Number field.
IMPORTANT Any time that an agent selects None as the Location, the Telephony Services Server dials the extension number entered in the window. All defined dial plans will be ignored.
How to Select a Dial Plan

There are three types of Dial Plans:
Instant Callback - Plays back interactions from switches that are configured in NICE
Perform. This is described in How an Instant Callback Dial Plan Works on page 547.
NOTE: For Instant Callback, the Destination also needs to be configured in NICE Perform.
Instant Callback to User-Defined Switches - Plays back interactions between a Source
that is configured in NICE Perform and a Destination that is not configured in NICE Perform.
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Clip Recording - Enables recording clips that are attached to coaching packages. These
calls need to be recorded. If the call uses extension-side recording, the call is recorded automatically and does not require a prefix. However, if the call uses trunk-side recording, then the call requires an outside line. Define all trunk-side Clip Recording Dial Plans with the prefix that is required to access an outside line, such as 9.
How an Instant Callback Dial Plan Works

Consider the following scenario: You have two locations (Switch A and Switch B), each with its own Telephony Services Server. Switch A tends to use the Telephony Services Server more frequently than Switch B (Switch A is where supervisors are playing back interactions and creating clips and coaching packages). Switch B uses its Telephony Services Server infrequently. The users defined on Switch A find that they often receive a message that there are no resources available for ICB (Instant Callback). Define a Dial Plan which automatically searches the Telephony Services Server connected to Switch B for an available port whenever all ports on Switch A are busy. This enables requests for playback to utilize the resources of several Telephony Services Servers. The user is not aware that a Telephony Services Server at a different location is being used. Two dial plans must be defined. Following is the set of dial plans required for a user defined on Switch A, choosing Location A to use the Telephony Services Server on Switch B.
NOTE: When a user selects a location, the user is not aware which Telephony Services Server is actually being used. 1. From Switch A to Switch A (from the switch back to itself - to call the users extension). This
is the basic dial plan and allows the user to enter only an extension number and his/her location (Switch A).
2. From Switch B to Switch A (from another location to the local location - to enable use of
another Telephony Services Server). The user still enters only an extension and his/her location (Switch B). The Dial Plan automatically supplies the rest.
Defining a Dial Plan

When you define a dial plan, you define the part of the telephone number that is always constant. On the Dial Plans Configurations tab, you can further maximize the capability of your Telephony Services Server by defining the order by which each Telephony Services Server is searched for an available port. Select between searching the Telephony Services Servers closest to the request (agents) site and the location of the media. See Defining a Search Order for Telephony Services Servers on page 554.
NOTE: If you have one site, even if it has several switches and/or Telephony Services Servers, defining this option has no relevance.
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You can also define customized dial plans from your switch to a specific location, such as when an agent or supervisor works off-site. See Defining a Playback to Telephone Dial Plan for a User-Defined Switch on page 551.
EXAMPLE:
An agent on Switch A enters his/her extension number in a playback window. All ports on Switch A are busy. An available port is found on Switch B. Switch B needs to dial the prefix 123 before the extension that the agent entered. Create a dial plan from Switch B to Switch A with the defined prefix 123. Each time a clip created on Switch A is recorded on Switch B, the switch must dial 9. Create a dial plan from Switch A to Switch B (coaching) with the defined prefix 9.
Defining an Instant Callback or Clip Recording Dial Plan

The general procedures for creating a new Instant Callback dial plan or a Clip Recording dial plan are similar.
NOTE: For the Clip Recording dial plan, if the site is using trunk-side recording, you need to add a number in the Prefix to get an outside line.
To create a new Instant Callback or Clip Recording dial plan: 1. Log into the NICE Perform Applications suite and open the System Administrator. Select Organization and select Technician Mode. Click Save
2. Navigate to Playback > Telephony Services Servers > Dial Plan and click Dial Plan. The
Dial Plan tab appears displaying all switch combinations divided into three groups: Instant Callback, Instant Callback to User-defined Switches, Clip Recordings.
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3. In the Instant Callback or the Clip Recordings area, click New. The Dial Plan Definition
window appears.
4. In the Source area, a.
Click the Site drop-down list and select the relevant site on which the Telephony Services Server is installed.
b. Mark the switch to which the Telephony Services Server is connected. NOTE: You can mark more than one switch for each Telephony Services Server Source. This can only be done when you create the dial plan and not when you edit it. 5. In the Destination area, a.
Click the Site drop-down arrow and select the site to which the switch belongs. belongs. This extension is where the playback interaction will be played.
b. Click the Switch drop-down arrow and select the relevant switch to which the extension
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IMPORTANT In a Clip Recording dial plan, if the call is a trunk-side recording, then the call requires an outside line. Define all trunk-side Clip Recording Dial Plans to the prefix that is required to access an outside line, such as 9. Additionally, in the case of Clip Recordings the Prefix may consist of a prefix to dial an outside line and an additional prefix to connect the switches, for example 9 123. 6. In the Prefix area, enter the desired Prefix for the dial-plan. NOTE: If you have to dial for an outside line, in the Prefix area, in the Prefix field, enter the relevant prefix. 7. Click OK.
The new dial plan appears in the relevant dial plan section.
8. Continue with Defining a Search Order for Telephony Services Servers on page 554.
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Defining a Playback to Telephone Dial Plan for a User-Defined Switch

You can define a Playback to Telephone (Instant Callback) Dial Plan for a user-defined switch. This enables you to play back interactions from a source that is configured in NICE Perform to a destination that is not configured in NICE Perform. The only switches that appear in the Destination area are switches that you have defined. You do this by clicking Edit Switches.
To define Playback to Telephone dial plan for a user-defined switch: 1. Log into the NICE Perform Applications suite and open the System Administrator. Select Organization and mark Technician Mode. Click Save
2. Navigate to Playback > Telephony Services Servers > Dial Plan and click Dial Plan. The
Dial Plan tab appears displaying all switch combinations divided into three groups: Instant Callback, Instant Callback to User-defined Switches, Clip Recordings.
3. In the Instant Callback to User-Defined Switches area, click
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The User-Defined Switches window appears.
4. In the Add user-defined switches area, enter a name for the user-defined switch in the Switch Name field. Then click User-Defined switches. 5. Click OK.
. The new user-defined switch appears in the list of
The Dial Plan tab appears.
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6. In the Instant Callback to User-Defined Switches area, click New. The Instant Callback to
User-Defined Switch window appears.
7. In the Source area, a.
Click the Site drop-down list and select the relevant site on which the Telephony Services Server is installed.
b. Mark the switch to which the Telephony Services Server is connected. NOTE: You can mark more than one switch for each Telephony Services Server Source. This can only be done when you create the dial plan and not when you edit it. 8. In the Destination area, click the Switch drop-down list and select the relevant user-defined
switch. All user-defined switches that you create display in this list.
9. In the Prefix area, enter the desired Prefix for the dial-plan. 10. Click OK.
The new dial plan appears in the Instant Callback to User-Defined Switches section.
11. Continue with Defining a Search Order for Telephony Services Servers on page 554.
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Defining a Search Order for Telephony Services Servers
Defining a Search Order for Telephony Services Servers

When a site has several Telephony Services Servers, you can determine the order by which an available Telephony Services Server is located.
To define a search order for an available Telephony Services Server: 1. In the Organization tree, select Playback > Telephony Services Servers > Dial Plan. Then click the Configurations tab.
2. Use the following guidelines to select the order by which an available Telephony Services
Server is located.
Networking - the Telephony Services Servers at the agents location will be searched
first. Select this option if your site uses internal communications over the LAN. This will reduce the amount of long distance calls made for playback.
Telephony - the Telephony Services Servers closest to the media will be searched first.
Select this option if your site uses external communications.

3. Click Save
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23
Customer Feedback Configuration
Feedback allows you to poll your customers after an interaction with an agent at your contact center is completed. Each call to a contact center can be routed to a telephone survey which the customer completes after the agent disconnects from the caller. Complete first-time setup of the Feedback system requires software installation and configuration procedures in several applications. The entire first-time setup procedure is described in the Customer Feedback Setup Guide. To operate Feedback, your switch must be configured by a switch technician to route calls to a special VDN or DNIS. Switch configuration requires special telephony knowledge and is described in the Customer Feedback Setup Guide. This section describes only those tasks that require the System Administrator application. Some are for first-time setup. Others are for ongoing usage of your Feedback system. For Customer Feedback to work properly, all extensions must be monitored. Configuring extensions for monitoring is part of the Integration setup. To verify whether extensions are being monitored, determine if they appear as monitored devices in the Integration Configuration of the CTI Interface.
WARNING Some of these procedures restart your Telephony Services Server. This will interfere with any functions in your system that are currently running and require the Telephony Services Server for instant callback. Functions that require the Telephony Services Server are: creating clips, playback to a telephone extension, and using other active surveys. Confirm that these functions are not currently required, or wait to proceed until a later time.
Contents
Defining Feedback Ports on a Telephony Services Server ......................................557 Initial Setup Procedures for Customer Feedback .....................................................565 Configuring Customer Feedback Ports......................................................................570 Recording Prompts ......................................................................................................590 Defining which Survey is Loaded ...............................................................................593
Chapter 23: Customer Feedback Configuration NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 555
Adding the Telephony Services Server to the NMS (optional) .................................601 Verifying Switch Extension Numbers .........................................................................601 Modifying the Feedback Definition .............................................................................602
Chapter 23: Customer Feedback Configuration NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
556
Defining Feedback Ports on a Telephony Services Server

Your NICE Perform license includes the total number of ports available for Telephony Services. These ports are predefined in your license for Instant Callback (ICB) or for Feedback. You will use the following procedure to distribute the Feedback ports between all your Telephony Services Servers. (Instant Callback ports are used for Clips and Playback to Extension.) These procedures are specific for Customer Feedback. For complete information on the Telephony Services Server, see Playback to Extension and Dial Plan Configuration on page 521.
How many ports are available for Feedback?
The number and types of ports available for Feedback is determined by the license you purchased. The ports you purchased are available for distribution, by you, to all the Telephony Services Servers on all the Data Hubs in your Organization. You can see the total number of purchased ports, and the current distribution in the License Manager window as follows:
The total number of ports purchased according to your license. These ports are available for distribution across all the Telephony Services Servers on all the Data Hubs in your Organization. The number of ports currently allocated to each Telephony Services Server. This appears in the License Definition list. The number of ports still available (free) for allocation to a Telephony Services Server.
TIP: To view the License Manger window: a. Open the System Administrator. b. Select Organization > License Manager.
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Referring to the figure below, There are licenses for 100 IP Feedback ports. 15 of them are allocated (5 to Telephony A and 10 to Telephony B). This leaves a remainder of 85 free ports.
Total number of ports in the license Number of ports not yet allocated
Number of ports already allocated per Server
If the Telephony Services Server is already defined in the System Administrator, and the correct amount of ports are allocated to it for Customer Feedback, continue with Initial Setup Procedures for Customer Feedback on page 565.
To define a Feedback ports on a Telephony Services Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. To define a new Telephony Services Server, continue with Step 3. -or-
To add or change the amount of Feedback ports for an existing Telephony Services Server, continue with Step 4.
3. To define a new Telephony Services Server: a.
In the Organization tree, expand a Data Hub and select Playback > Telephony Services.
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b. Right-click Telephony Services and select New Telephony Services Server.
The Telephony Services License window appears.
For complete information about Licenses, see Managing Licenses on page 31.
c.
Define a license in one of the following ways:
If your licenses were imported, select the relevant license from the Available Keys list. Click OK. If the license key is in a file, click From File. The Licenses window appears. In the License Key list, locate and double-click the license key. The Telephony Services License window reappears with the relevant serial number and license key. Click OK.
If the license key is not on file, enter the Serial Number and License Key for the Telephony Services Server. Click OK.
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d. Continue with Step 5 on page 561. 4. To add or change the amount of Feedback ports for an existing Telephony Services Server: a.
In the Organization tree, expand a Data Hub and select Playback > Telephony Services.
b. Right-click the server and then select Update Configuration.
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5. Define the board and ports configuration as follows:
If you are configuring Telephony Services for a server that contains Dialogic boards from a previous version, select Legacy Boards and Dialogic Analog.
Note: If your server contains legacy
boards, Telephony Services can be defined for one interface only.
If your server is HMP-based, select Dialogic HMP Based Boards and HMP - IP. If your server contains DIVA boards, also select DIVA.
Note: Diva does not support SIP
Extension configuration.
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If your server contains DIVA boards (Analog interfaces only), select Dialogic HMP Based Boards and Diva.
Note: Diva does not support SIP
Extension configuration.
6. Click Add Ports.
The number of available ports based on your license privileges is displayed.
Digital Analog or Diva Ports
HMP - IP Ports
7. Enter the number of Feedback ports you want allocated to this server as follows:
Enter the number of Dialogic Analog ports in the Analog field. Enter the number of Diva ports in the Analog field. Enter the number of HMP - IP ports in the HMP - IP field.
If necessary, you can change this number at a later date by repeating this procedure.
8. Click OK.
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The new Telephony Services Server appears in the Organization tree with a Feedback branch. If Instant Callback ports were defined, then an Instant Callback branch also appears.
Feedback branch
The General tab of the Telephony Services Server appears. You now define the Telephony Services Server.
9. Define the following: Server Name: Enter a descriptive name. The name appears in the Organization tree and is
used for identifying the Telephony Services Server in System Administrator.

Server Host Name/IP Address: Enter the host name or IP address of the machine on which the Telephony Services Server is/will be installed.
Do not enter localhost or 127.0.0.1! This can prevent the Telephony Services Server from starting!
HTTP Port: Keep the default. TCP Port: Keep the default. NOTE: If the default ports are already in use, you can change these port definitions.
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10. Click Save
. The Save Changes message appears.
11. Click Yes. 12. Continue with Initial Setup Procedures for Customer Feedback on page 565.
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Initial Setup Procedures for Customer Feedback

The following procedures are required the first time you define a Telephony Services Server. These parameters can be modified later if required.
Avaya Interfaces: Defining Routing Parameters on page 565 Defining General Parameters for Customer Feedback on page 567 Defining a Retention Period for Voice Comments on page 569
Avaya Interfaces: Defining Routing Parameters

This procedure is applicable for Avaya only. Avaya switches which support Automatic Routing require that the UCID Business Data columns be mapped to the appropriate Optional ID field as follows:
Switch Avaya AES TSAPI (CVCT) Avaya AES CVLAN Avaya Genesys Optional ID Field 7 7 6
For a sample of the switch configuration, see the Customer Feedback Setup Guide. If you have an Avaya environment integrated with Cisco Unified Contact Center Enterprise (UCCE), see the Customer Feedback Setup Guide. The following procedure describes how to map UCID Business Data columns using the System Administrator. For an overview of Business Data columns, see Business Data - Additional CTI Data Fields on page 337.
TIP: The UCID (Universal Call ID) value is built from the following values:
Node ID (similar to switch ID) Call ID (cyclic) Time Stamp (cyclic)
UCID Example 00001001411206342646 00001 - Node ID (Network Node Number) 00141 - Call ID 1206342646 - Time Stamp - The time, in seconds, that has elapsed since system
initialization. This value reaches 9999999999 and then begins again from 0 (zero).
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To map the UCID Business Data column: 1. Expand the Data Hub where the survey was created. 2. Select CLS Definitions > CLS Servers. Then select the CLS server to which the Telephony Services Server is connected. Click the Business Data tab. The CLS Business Data details appear. The reserved columns appear in this list.
3. Double-click vcPBXUniversalCallInteractionID. The Map Optional window appears.
4. In the New Optional ID field, select the appropriate value. See the following table for the correct value. Then click OK.
Switch Avaya AES TSAPI (CVCT) Avaya AES CVLAN Avaya Genesys
Optional ID Field 7 7 6
5. Click Save
6. Continue with Defining General Parameters for Customer Feedback on page 567.
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Defining General Parameters for Customer Feedback

In this procedure, you define basic Customer Feedback parameters. These are defined separately for each Telephony Services Server. These parameters apply for all surveys defined on the Telephony Services Server. This step does not require any switch modifications. This step is identical for all types of Telephony Services Servers.
IMPORTANT This procedure restarts your Telephony Services Server. Instant Callback (used to create Clips) will be disabled while the Telephony Services Server restarts. Do this procedure while your system is not in use.
To configure general Feedback: 1. Select Playback > Telephony Services > Server > Feedback. The General tab of the
Feedback Details appears.
Do not select Advanced PBX call ID correlation without express permission from NICE Customer Services
2. Complete the following details. These settings apply to all surveys in your Data Hub. IMPORTANT If the Advanced PBX call ID correlation checkbox is enabled, do not select it without proper authorization from NICE Customer Services. When this option is selected, you will see the following changes:
Agent to survey correlation after transfer and Monitor all open interaction for correlation are disabled. All interactions are correlated according to the Last Agent. Minimum Survey Weight - The minimum amount, in percentage and according to question
weight, of a survey that must be completed in order to be saved. This percentage is computed according to question weight, not according to the number of questions in the survey. This has no relation to the survey score.
Example: If you enter 60 in this field, all surveys with less than 60% of the survey completed, according to question weight, will not be saved. If a survey has three questions, one of which is 60% of the total score, and the other two are 20% each, the survey score will be saved even if only the first question is answered. If only the last two questions are answered, the survey scored will not be saved and the survey score will be n/a (because only 40% of the survey was completed).
Agent Transfer Timeout - Applies only to Manual Transfer. Agents must transfer the caller to the survey using a blind transfer (the agent disconnects before the caller is connected to the survey). If the agent transfers the caller using a consultation transfer, the survey will not begin until the agent disconnects. This is to prevent the agent from hearing and participating in the survey. Timeout is the maximum amount of time, in seconds, to wait between the agent transferring the caller and disconnecting. If the agent does not disconnect during this time period, the call will be dropped and the caller will be returned to the agent. Default Survey - If the intended survey fails, load and play this survey. If you select Empty
Survey, the caller will hear a few seconds of silence, and then be disconnected. Leave this as Empty Survey while setting up your system. When you create a default survey, you can change this to the correct survey. Do not select Prompt Recorder!
Monitor all open interactions for correlation
All interactions must be monitored in order to correlate with the corresponding surveys. This option is selected and read-only for H.323 and SIP Trunk environments. For SIP Extension environments, consult with technical support before selecting. If this option is selected (by default or by your choice) you might have to define Extension Identifiers. See What are Extension Identifiers and When to use them on page 585.
Agent to Survey Correlation after Transfer
If an interaction is transferred between agents, specify which agent should be associated with this survey. Choices are:
First Agent - For reporting and QM purposes, the survey is associated with the first agent
who answered the interaction. During playback, all segments are played.
Last Agent - For reporting and QM purposes, the survey is associated with the last agent
who handled the interaction. During playback, all segments are played.
Not Applicable - For reporting and QM purposes, the survey is associated with the
default user called Customer Feedback, User. The interaction cannot be played back because it is not associated with any agent.
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3. Click Save
. Your settings are saved and the Telephony Services Server restarts
automatically.
4. Continue with Defining a Retention Period for Voice Comments on page 569.
Defining a Retention Period for Voice Comments

You can define how long voice comments made by customers are kept in the system. This is defined once for each Data Hub. It applies to all surveys defined on all Telephony Services Servers.
To define a retention period for voice comments: 1. Navigate to Playback > Telephoney Services. The details for all Telephony Services
Servers appears.
2. In the Feedback Configuration section,
Enter the number of days to save voice feedback comments. Select the type of recording used for voice comments. .
3. Click Save
4. Continue with Configuring Customer Feedback Ports on page 570.
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Configuring Customer Feedback Ports

In this section you define the type of process used to load the surveys. This is defined separately for each port and appears on the Ports tab of the Feedback branch. For IP configurations, you will first define the type of IP protocol used on the IP Configurations tab of the Telephony Services Server branch. This is included in the relevant procedure. In this procedure you define the following:
How the survey loaded is selected. Select one of the following for each port:
DTMF - The survey loaded is selected according to the DTMF value. (In previous
versions, this was referred to as Avaya Automatic Routing.)

CTI Information - The survey loaded to the port is selected according to information
received from the switch. This can be DNIS, VDN, or Phone Number. (In previous versions, DNIS was referred to as Manual Transfer.)
Business Data - The survey loaded to the port is selected according to a value in a specific Business Data field. Specific Survey - The same, designated survey will always be loaded to this port. Prompt Recorder - The port will be used to record survey prompts.
How to proceed?
According to the installed interface, continue as follows:
Analog Interfaces - continue with Analog Interfaces: Configuring Ports on page 571. H.323 Interfaces - continue with H.323 Interfaces: Configuring Ports on page 573. SIP Extension Interfaces - continue with SIP Extension Interfaces: Configuring Ports
on page 577.
SIP Trunk Interfaces - continue with SIP Trunk Interfaces: Configuring Ports
on page 582. In some environments, you will require Extension Identifiers. See What are Extension Identifiers and When to use them on page 585/
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Analog Interfaces: Configuring Ports

Use this procedure to configure ports for an Analog Interface.
To configure Customer Feedback for an analog interface: 1. In the Organization tree, expand a Data Hub and select Playback > Telephony Services > Server > Feedback.
2. Select the Ports tab.
The Ports tab appears displaying the number of Feedback ports allocated for this Telephony Services Server.
3. If the expected amount of ports do not appear, see Defining Feedback Ports on a Telephony
Services Server on page 557.

4. Select a port and do the following: a.
Click the Switch field and select a switch from the list. Loaded According to DTMF Parameters on page 595.
b. In the Extension field, enter the extension number for the port. See Defining Surveys
IMPORTANT In the following step you define the criteria for selecting a survey. Verify which options are supported by your site configuration. If you select an option not supported, the definition will be saved, however, the survey will not be loaded properly!
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c.
In the Survey Upload Type and Survey Upload Data columns, select as follows:
DTMF
The survey loaded is selected according to the DTMF value. (In previous versions, this was referred to as Avaya Automatic Routing.) The survey loaded to the port is selected according to information received from the switch. In the Survey Upload Data column, select DNIS, VDN, or Phone Number. (In previous versions, DNIS was referred to as Manual Transfer.) The survey loaded to the port is selected according to a value in a specific Business Data field. In the Survey Upload Data column, select the Business Data Field. The same, designated survey will always be loaded to this port. In the Survey Upload Data column, select the survey.
CTI Information
Business Data
Specific Survey
Prompt Recorder The port will be used to record survey prompts. 5. Repeat Step 4 for each Port. 6. Click Save
7. Click Yes. Then continue with Recording Prompts on page 590.
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H.323 Interfaces: Configuring Ports

Use this procedure to configure ports for an H.323 Interface.
To configure Customer Feedback for an H.323 interface: 1. In the Organization tree, expand a Data Hub and select Playback > Telephony Services >
Server.
New
3. In the Telephony Services IP Configuration area, select H.323. The Switches area reflects
the parameters necessary for H.323 definitions.

4. Make Call Timeout is relevant for Instant Callback only. Accept the default.
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5. In the Switches area, click New. The IP Switch Definition window appears.
Extension Identifier
Switch - Select the switch. IP - The IP address of the SIP proxy server. Codec Rate - Select the same Codec Rate that is set in the switch. Extension Identifier - Required for correlation in some environments. See What are
Extension Identifiers and When to use them on page 585.

7. Click OK to close the IP Switch Definition window.
8. Click Save
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9. Click Yes. 10. Expand the Telephony Services Server branch and select the Feedback branch.
The Ports tab appears displaying the number of ports that have been allocated for this Telephony Services Server.

13. In the Survey Upload Type and Survey Upload Data columns, select as follows: DTMF CTI Information
The survey loaded is selected according to the DTMF value. (In previous versions, this was referred to as Avaya Automatic Routing.) The survey loaded to the port is selected according to information received from the switch. In the Survey Upload Data column, select DNIS, VDN, or Phone Number. (In previous versions, DNIS was referred to as Manual Transfer.) The survey loaded to the port is selected according to a value in a specific Business Data field. In the Survey Upload Data column, select the Business Data Field. The same, designated survey will always be loaded to this port. In the
Survey Upload Data column, select the survey.
Business Data
Specific Survey
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Prompt Recorder The port will be used to record survey prompts. 14. Repeat Step 13 for each Port. 15. Click Save
16. Click Yes. 17. Continue with Recording Prompts on page 590.
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SIP Extension Interfaces: Configuring Ports

Use this procedure to configure ports for a SIP Extension Interface. The SIP Extension configuration uses virtual extensions. Customer Feedback requires using registered extensions (SIP endpoints).
NOTE: Before you define an Aspect switch: Request from your Aspect switch technician to define the Telephony Services Server as a link in the PABX. Then, request from your Aspect switch technician the Port and Link Name parameter values of the dedicated link on the event bridge. This is the CTI link between the Aspect switch to NICE CLS. For information about Aspect switches, see Integration with Aspect Contact Server and Call Center. IMPORTANT Prior to configuring the registered SIP extensions or endpoints, consult with your switch technician to receive all relevant parameters. You will need this information for Step 7.
To configure Customer Feedback for the SIP Extension interface: 1. In the Organization tree, expand a Data Hub and select Playback > Telephony Services >
Server.
New
3. In the Telephony Services IP Configuration area, select SIP Extension. The Switches
area reflects the parameters necessary for SIP Extension definitions.

4. Make Call Timeout is relevant for Instant Callback only. Accept the default. 5. In the Switches area, click New. The IP Switch Definition window appears.
Do not select
Register for ICB
6. Complete the top section of this window as follows:

For Aspect Switches... For non-Aspect Switches...
Switch IP Type
Select the switch. IP address of the SIP proxy server.

a. Select Aspect. b. Click Edit
Select the switch. IP address of the SIP proxy server. Select Other.
c. Enter the Port and Link Name
values of the dedicated link on the event bridge. This is the CTI link between the Aspect switch to NICE CLS.
d. Click OK. Codec Rate Extension Identifier
Select the same Codec Rate that is set in the switch. Required for correlation in some environments. See What are Extension Identifiers and When to use them on page 585.
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7. To configure registered SIP extensions or endpoints, define the following: SIP Port Register for ICB SIP Authentication
Keep the default value of 5060. Do not select this option! Make sure to clear this checkbox! If your switch requires authentication for SIP registration, select this option.
Use login as Extension To use the agent extension number as the login, select this option. Realm
Enter the protected domain name as configured in the SIP Proxy. Example: nice.com
Default Password
Enter the default authentication password used by all SIP endpoint registrations. Note: When necessary, this can be changed for individual ports.
Confirm Password
Enter the default authentication password again.
9. Click Save
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TIP: Each port corresponds to a SIP endpoint defined on the switch. When registration requires authentication, the SIP endpoint definition also includes login and password parameters. 13. If the expected amount of ports do not appear, see Defining Feedback Ports on a Telephony

14. For each SIP Extension port, do the following: a.
Click a new row and define the following:

Switch
Click the Switch column and select a switch. Note: Only switches configured in the IP Switch window appear.
SIP Reg ID
Enter the SIP endpoint identifier.
SIP Reg Login Enter the SIP registration login provided by your switch technician. SIP Reg Pass Enter the SIP registration password provided by your switch technician. b. In the Extension column, enter the extension number for the port. See Verifying Switch
Extension Numbers on page 601.
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c.
In the Survey Upload Type and Survey Upload Data columns, select as follows:
DTMF CTI Information
The survey loaded is selected according to the DTMF value. (In earlier versions, this was referred to as Avaya Automatic Routing.) The survey loaded to the port is selected according to information received from the switch. In the Survey Upload Data column, select DNIS, VDN, or Phone Number. (In previous versions, DNIS was referred to as Manual Transfer.) The survey loaded to the port is selected according to a value in a specific Business Data field. In the Survey Upload Data column, select the Business Data Field. The same, designated survey will always be loaded to this port. In the Survey Upload Data column, select the survey.
Business Data
Specific Survey
Prompt Recorder The port will be used to record survey prompts. d. For Aspect switches, click Extended Parameters.
The following window appears.
Enter the Login and Password values of your Aspect switch. Then click OK.
e.
If the Monitor all open interactions for correlation option was not selected (see Defining General Parameters for Customer Feedback on page 567), the Correlated By column appears. Click the Correlated By field and select one of the following:
Compound ID Call ID - Avaya Recommended UCID - Avaya
For an overview, see the Customer Feedback Setup Guide.

15. Repeat Step 14 for each Port. 16. Click Save 17. Click Yes. 18. Continue with Recording Prompts on page 590.
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SIP Trunk Interfaces: Configuring Ports

Use this procedure to configure ports for a SIP Trunk Interface.
To configure Customer Feedback for a SIP Trunk interface: 1. In the Organization tree, expand a Data Hub and select Playback > Telephony Services >
Server.
New
3. In the Telephony Services IP Configuration area, select SIP Trunk. The Switches area
reflects the parameters necessary for SIP Trunk definitions.

4. Make Call Timeout is relevant for Instant Callback only. Accept the default.
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5. In the Switches area, click New. The IP Switch Definition window appears.
Extension Identifier
Switch - Select the switch. IP - The IP address of the SIP proxy server. Codec Rate - Select the same Codec Rate that is set in the switch. Extension Identifier - Required for correlation in some environments. See What are
Extension Identifiers and When to use them on page 585.

8. Click Save
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13. In the Survey Upload Type and Survey Upload Data columns, select as follows: DTMF CTI Information
The survey loaded is selected according to the DTMF value. (In previous versions, this was referred to as Avaya Automatic Routing.) The survey loaded to the port is selected according to information received from the switch. In the Survey Upload Data column, select DNIS, VDN, or Phone Number. (In previous versions, DNIS was referred to as Manual Transfer.) The survey loaded to the port is selected according to a value in a specific Business Data field. In the Survey Upload Data column, select the Business Data Field. The same, designated survey will always be loaded to this port. In the Survey Upload Data column, select the survey.
Business Data
Specific Survey
Prompt Recorder The port will be used to record survey prompts. 14. Repeat Step 12 for each Port.
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15. Click Save
16. Click Yes. 17. Continue with Recording Prompts on page 590.
What are Extension Identifiers and When to use them

Extension Identifiers are required when the Monitor all open interactions for correlation option is selected. See Defining General Parameters for Customer Feedback on page 567. Extension Identifiers are a way of extracting just the unique telephone number from a long
sequence of numbers and characters received from the CTI. The unique telephone number is needed to correlate surveys with interactions. Each CTI has its own system identifiers in addition to a unique number for each telephone. In both of the following samples, the unique number is 45678.
123.123.123.20:1000,45678 TA:123.123.123.2:1000,TEL:45678,NAME:4567,4567
When the Interactions Center (CLS) stores an interaction, it first strips away all known prefixes and suffixes, leaving just the unique telephone number with the interaction record. When the Telephony Services Server receives a Customer Feedback survey from the CTI, it receives the entire telephone number (prefixes, suffixes, and unique number). In order for the Telephony Services Server to match surveys with interactions, the prefix and suffix must be stripped away and the unique telephone number extracted. Extension Identifiers are the known common prefixes and suffixes that the Telephony Services Server can remove. Several known prefixes and suffixes are predefined in your system and you do not have to redefine them. The Extension Identifier you define must be a sequence of character that only appear once in the string, allowing them to be easily identified as a stop point. Examples:
If the format received is 123.123.123.20:1000,45678, define the extension identifier as :1000, to extract just 45678. If the format received is TA:123.123.123.2:1000,TEL:45678,NAME:4567,4567, define two extension identifiers as TEL: and ,NAME to extract just 45678.
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When are Extension Identifiers required?
NICE Perform automatically extracts the unique number from several different known switches. You do not need to define Extension Identifiers in these cases. The following scenarios require Extension Identifiers:
Whenever Monitor all open interactions for correlation is selected. Telephony Services that have more than one CTI. The CTI number must becomes the Extension Identifier. Telephone numbers received in an unknown format. (From a switch whose format was not predefined.)
To define an Extension Identifier: 1. In the IP Switch Definition window, click Extension Identifier
The Extension Identification window appears.
2. Continue as follows:
If the number required is... Continue with... Example: To extract 12345 from...
at the end of the string at the beginning of the string in the middle of the string
Step 3 on page 587 Step 4 on page 587 Step 5 on page 588
start string:12345 12345:rest of string start string:12345:rest of string
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3. If the unique number is at the end of the string, remove the beginning of the string as follows:
Example: Extract 12345 from start string:12345

a.
Select Extension is at end of number. extension number. Be sure to enter punctuation marks. You do not have to enter the entire string, just a unique section. Enter string:
b. In the String before extension field, enter the characters immediately before the unique
c.
Click Add Rule. The rule is added to the Rules Defined section.
d. Test the rule as follows:
In the Rules Defined section, select the rule. In Formatted Extension field, enter a sample string as it would appear.
Click Test Rule. The stripped number appears in the Result Extension box.
e.
Confirm that your number appears correctly.
Repeat Step 2 until all Extension Identifiers are added. Then continue with Step 6 on page 589.
4. If the unique number is at the beginning of the string, remove the end of the string as follows:
Example: Extract 12345 from 12345:rest of string

a.
Select Extension is at start of number. extension number. Be sure to enter punctuation marks. You do not have to enter the entire string, just a unique section. Enter :rest
b. In the String after extension field, enter the characters immediately after the unique
c.
Click Add Rule. The rule is added to the Rules Defined section.
Chapter 23: Customer Feedback Configuration
587
d. Test the rule as follows:
Click Test Rule. The stripped number appears in the Result Extension box.
e.
5. If the unique number is in the middle of the string, remove both the beginning and the end of
the string as follows: Example: Extract 12345 from start string:12345:rest of string
a.
Select Extension is middle of number. extension number. Be sure to enter punctuation marks. You do not have to enter the entire string, just a unique section. Enter string:
b. In the String before extension field, enter the characters immediately before the unique
c.
In the String after extension field, enter the characters immediately after the unique extension number. Be sure to enter punctuation marks. You do not have to enter the entire string, just a unique section. Enter :rest
d. Click Add Rule. The rule is added to the Rules Defined section.
e.
Test the rule as follows:
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Click Test Rule. The extracted number appears in the Result Extension box.
f.
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Recording Prompts
Recording Prompts
Survey prompts can be recorded outside of your NICE Perform system at a recording studio or other suitable facility. To use prerecorded prompts, see Integrating Prerecorded Prompts on page 590. All prompts must be saved on the Telephony Services Server where the Survey is saved. If your recording is for longer than one minute, only the first minute of the recording will be heard.
To record your survey: 1. Complete Configuring Customer Feedback Ports on page 570, selecting Prompt Recorder for the Survey Upload Type. 2. You will be prompted to restart the Telephony Services Server. Click Yes. 3. Obtain the Survey ID, Question Number, and Prompt text. 4. From a telephone connected to your switch, dial the extension number of the prompt recorder. 5. Listen to and follow the instructions for recording survey prompts. TIP: You can listen to the recorded survey. However, this does not complete the Feedback setup. To listen to the recorded survey, see with Listening to a Recorded Survey on page 592. 6. Continue with Defining which Survey is Loaded on page 593.
Integrating Prerecorded Prompts

Survey prompts can be recorded outside of your NICE Perform system at a recording studio or other suitable facility. It is recommended, but not required, to use the prompt recorder with prerecorded prompts. Create temporary prompts using the prompt recorder in order to generate the correct files in the correct locations. You can then replace the temporary prompts with the correct prerecorded prompts ensuring that you use the correct file name. To integrate prerecorded prompts into your NICE Perform system they must meet the following requirements:
Requirement File Format Audio Format Channels Audio Sample Rate Audio Sample Size Value WAV PCM or G.711 a-law or G.711 -law 1 (mono) 8 kHz 8 bit
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Recording Prompts
Prerecorded prompts must be renamed according to the Customer Feedback naming conventions and placed in the correct location on the Telephony Services Server. Prompt file names consist of the Question ID. Question IDs are unique system-wide, therefore there will not be any duplicate file names.
EXAMPLE:
The file name of the prompt for Question ID 101 will be 101.wav. For Question ID 102 it will be 102.wav, etc.
To integrate prerecorded prompts: 1. Record all prompts according to the requirements listed above. 2. Save the prerecorded prompts in the proper location using its Question ID as its file name.
The default location for the prompts is:

[DiskDrive]\Program Files\NICE Systems\NICE Telephony Services\Prompts
Your actual location might vary.

TIP: To ensure that the file names and location are correct, record temporary prompts using the prompt recorder. Then replace the generated files with your prerecorded prompts. 3. You can listen to the recorded survey. However, this does not complete the Feedback setup. To
listen to the recorded survey, see with Listening to a Recorded Survey on page 592.
4. Continue with Defining which Survey is Loaded on page 593.
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Recording Prompts
Listening to a Recorded Survey

This procedure does not test the transfer/routing mechanism. It only allows you to playback and hear your voice recording.
IMPORTANT When you have completed listening to the survey, reassign the port-extension to its previous state so that it can continue to be used for playing surveys.
To listen to a recorded survey: 1. In the Organization tree, expand a Telephony Services Server and select the Feedback
branch.
2. Select a row and in the Survey Upload Type column, select Specific Survey. 3. In the Survey Upload Data column, select the survey. 4. Click Save
5. Click Yes. 6. From a telephone connected to your switch, dial the extension number of the row selected and
listen to the survey.

7. When you have completed listening to the survey, reassign the Survey Upload Type to its
previous state so that it can continue to be used for playing surveys.

8. Continue with Defining which Survey is Loaded on page 593.
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Defining which Survey is Loaded

In this procedure you define the survey that will be heard according to predefined criteria. This is referred to as loading a survey. It is important to confirm that the loading option selected is supported by your interface. Select the appropriate procedure as follows:
To load according to... Business Data
Recommended for Automatic Routing
Continue with...
Defining Surveys Loaded by Business Data Parameters on page 593 Defining Surveys Loaded According to DTMF Parameters on page 595 Defining Surveys Loaded by CTI Parameters on page 596 Defining Surveys Loaded by CTI Parameters on page 596 Defining Surveys Loaded by CTI Parameters on page 596 Defining a Fixed Survey for One Port on page 598 Defining a Default Survey on page 599
DTMF
Automatic Routing only
DNIS VDN Phone Number Fixed Survey per Port One survey only
Defining Surveys Loaded by Business Data Parameters

Business data can be used for Automatic Routing and for Manual Transfer. In Automatic Routing environments, it is the preferred method. Surveys are selected according to the predefined custom Business Data parameters. Ensure that your site configuration supports this option. Business Data parameters are defined in the System Administrator. For instructions on defining Business Data, see Business Data - Additional CTI Data Fields on page 337.
To define ports for loading surveys according to Business Data parameters: 1. Complete Configuring Customer Feedback Ports on page 570, selecting Business Data for the Survey Upload Type. 2. Expand the Telephony Services Server branch and select the Feedback branch.
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3. Click the Survey tab.
New
4. Click New. The Survey Assignment Configuration window appears.
5. In the Survey field, select a survey. 6. Select Business Data. 7. From the drop-down list, select a Business Data field and enter a value in the open field.
All calls meeting the criteria defined by the Business Data field will load the survey selected.
8. Click OK.
9. Repeat from Step 4 for each survey or CTI value you want to define.
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10. Click Save
11. Click Yes. 12. Continue with Adding the Telephony Services Server to the NMS (optional) on page 601.
Defining Surveys Loaded According to DTMF Parameters

In previous versions, this was referred to as Avaya Automatic Routing. Surveys are selected according to the calls DTMF. Ensure that your site configuration supports this option. In some configurations, the DTMF is the same as the Return Destination VDN.
To define ports for loading surveys according to DTMF parameters: 1. Complete Configuring Customer Feedback Ports on page 570, selecting DTMF for the Survey Upload Type. 2. Expand the Telephony Services Server branch and select the Feedback branch.
New
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5. In the Survey field, select a survey. 6. Select DTMF and enter the DTMF value that will be load this survey. 7. Click OK.
8. Repeat from Step 4 for each DTMF. 9. Click Save
Defining Surveys Loaded by CTI Parameters

In previous versions, DNIS was referred to as Manual Transfer. Surveys are selected according to the calls DNIS, VDN, or Phone Number received from the CTI. Ensure that your site configuration supports this option.
DNIS is the number that the customer dialed.
Phone Number is the phone number that the customer is calling from. To define ports for loading surveys according to CTI parameters: 1. Complete Configuring Customer Feedback Ports on page 570, selecting CTI Information for the Survey Upload Type. 2. Expand the Telephony Services Server branch and select the Feedback branch.

New
5. In the Survey field, select a survey. 6. Select CTI Information. 7. From the drop-down list, select either DNIS, VDN, or Phone Number (of the customer) and
enter a value in the open field. All calls meeting the criteria defined by the CTI Information will load the survey selected.
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8. Click OK.
9. Repeat from Step 4 for each survey or CTI value you want to define. 10. Click Save
Defining a Fixed Survey for One Port

You can define a port so that the same survey will always be heard by anyone dialing to that port. Ensure that your site configuration supports this option.
To define a fixed survey for a port: 1. Complete Configuring Customer Feedback Ports on page 570, selecting Specific Survey for the Survey Upload Type. 2. Expand the Telephony Services Server branch and select the Feedback branch.
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3. Click the Ports tab.
4. In the Survey Upload Type column, select Specific Survey. 5. In the Survey Upload Data column, select the survey. 6. Click Save
Defining a Default Survey

A default survey is heard when transfer to the proper survey fails. A default survey should be a survey that rates the general performance of the contact center and not one specific campaign. To use a default survey, create a survey for this purpose. Then define the survey as the default survey using the following procedure. If all surveys are loaded according to a fixed survey for each port, a default survey is not needed.
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To define a default survey: 1. Expand a Telephony Services Server branch and then select the Feedback branch. The
General tab of the Feedback Details appears.
2. In the Default Survey field, select your default survey. If you select No Survey, the caller will
hear a few seconds of silence, and then be disconnected. Do not select Prompt Recorder!
3. Click Save
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Adding the Telephony Services Server to the NMS (optional)
Adding the Telephony Services Server to the NMS (optional)

If NMS is installed at your Organization, add the new Telephony Services Server to the NMS monitored list as described below.
To add a Telephony Services Server to the NMS: 1. In the Organization tree, expand Network Management System and select an NMS. 2. Select the Monitored Servers tab. 3. Expand the server where the Telephony Services Server is installed and select Monitor Server.
4. Click Save
Verifying Switch Extension Numbers

When you configure the Telephony Services Server for Feedback, you define port-extension connections. These are the actual physical connections between an extension on your switch and a port on your Telephony Services Server. It is important to enter the correct extension number for each port.
To verify an extension number: 1. Plug a regular telephone into the extension on the switch. 2. From a different telephone, dial the extension number. The telephone should ring. 3. Remove the telephone from the extension and attach it to the port on the Telephony Services
Server.
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Modifying the Feedback Definition
Modifying the Feedback Definition

You can modify the Feedback definition using similar procedures as when you defined it. Every time you save a Feedback definition, the Telephony Services Server restarts automatically.
WARNING Some of these procedures restart your Telephony Services Server. This will interfere with any functions in your system that are currently running and require the Telephony Services Server for instant callback. Functions that require the Telephony Services Server are: creating clips, playback to a telephone extension, and using other active surveys. Confirm that these functions are not currently required, or wait to proceed until a later time.
To modify a Feedback definition: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
To add components in the System Administrator, you must work in Technician Mode.
3. Select the Telephony Services Servers branch, then a Telephony Services Server, and then Feedback. 4. Modify the relevant fields. Then click Save Telephony Services Server. Click Yes.
. You will be prompted to restart the
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Configuring for System Streaming
The NICE Stream Server is part of the NICE Perform Applications Suite installation. The NICE Stream Server solution is used when your site has problems streaming media from the logger. The NICE Stream Server enables you to stream any relevant media from either a Single Data Hub or a Multi Data Hub, from either a local or remote location. You can stream anything that can be played by the NICE Player. The Stream Server branch is always available under the System Administrator tree. The default Stream Server is defined automatically the first time you open the System Administrator. You can install additional Stream Servers as needed at each site.
IMPORTANT The Stream Server will only function if you have enabled streaming at the site level.
Contents
Choosing a Stream Server Configuration ..................................................................604 Enabling Stream Server Availability .........................................................................614 Configuring the Default Stream Server Definition ....................................................616 Optional - Defining a New Stream Server ................................................................617 Defining System Streaming......................................................................................619 Viewing All Stream Server Configuration Information..............................................621 Maintaining the Stream Server ....................................................................................622
Chapter 24: Configuring for System Streaming NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Choosing a Stream Server Configuration

NOTE:
For the purpose of the information in this section, Storage Centers function in the same way as Loggers. Choosing Disabled in Stream Server Availability connects the Player directly to a Logger. When reviewing these diagrams, look at each scenario as if your site is where the local site configuration is.
Scenario 1: Streaming Disabled at Local Site (Default configuration)

All Local site users connect directly to the Loggers at their site and to Loggers at the Remote sites too (No Stream Server is used).
Local site
Stream Server Logger
Remote site
1. 1.
Agent with Player
To set streaming disabled at local site:
In the Stream Server Availability area, leave the default setting of Stream Server status Disabled.
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Scenario 2: Server at Player Site

When a user at a Local site plays a call from a Remote site, the streaming is done through his/her own sites Stream Server, which connects directly to the Loggers (Server at the Player site).
Local site
Remote site 2.
2.
1.
Agent with Player
This can be achieved in two possible ways: Scenario 1: This is the preferred scenario. It provides a server at the Player site in all situations providing that the server at your Player site has access to the Loggers at the Remote sites. Scenario 2: You use this when Scenario 1 is not available. In this situation, you have several Remote sites and at one or more of them, the Logger is not accessible. When you select Scenario 2, you will be running Server at Player site at all sites where you have access to the Loggers at the Remote sites. For the sites where you have no access to the Loggers at the Remote sites, you will be running a Server to Server configuration.
To set streaming on Server at Player site: Scenario 1:
At the Local site - Preferred
configuration:
-or-
1. Select Local Interactions. 2. Select either Allow only local users -orAllow for all users. 3. Leave the default setting Remote Interactions selected. 4. Leave the default setting Connect directly to the media source.
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-orScenario 2:
At the Local site - configure
this when one or more Loggers at Remote site are not accessible:
-or-
1. Select Local Interactions. 2. Select either Allow only local users -orAllow for all users. 3. Leave the default setting Remote Interactions selected. 4. Select Use remote Stream Server configuration.
At the Remote site:
1. Select Local Interactions. 2. Select Allow only local users.
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Scenario 3: Server at Logger Site

Local site
Stream Server Logger Stream Server
Remote site
Logger
2. 1. 1.
2.
Agent with Player
When a user at a Local site plays a call from his/her Local site, the streaming is done through his/her own sites Stream Server. When playing a call from a Remote site, the user connects to the remote sites Stream Server, which performs the streaming (Server at Logger site).
To set streaming on Server at Logger site:
At the Local site:
-or-
1. Select Local Interactions. 2. Select either Allow only local users -orAllow for all users. 3. Clear the Remote Interactions checkbox.
At the Remote site:
1. Select Local Interactions. 2. Select Allow for All users.
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Scenario 4: Server to Server

Local site
Remote site 2.
2.
3.
1.
Agent with Player
When a user at a Local site plays a call from a Remote site, the streaming is done through his/her own sites Stream Server. This local sites Stream Server connects directly to the remote sites Stream Server, which in turn connects to the Loggers (Server to Server).
To set streaming for Server to Server:
At the Local site:
-or-
1. Select Local Interactions. 2. Select either Allow only local users -orAllow for all users. 3. Leave the default setting Remote Interactions selected. 4. Select Use remote Stream Server configuration.
At the Remote site:
1. Select Local Interactions. 2. Select Allow for all users.

Scenario 5: Server at Player Site for Remote Interactions Only

When a user at a Local site plays a call from a Remote site, the streaming is done through his/her own sites Stream Server which connects directly to the Loggers (Server at the Player site).
Local site
2.
Remote site
1.
1.
Agent with Player
This can be achieved in two possible ways: Scenario 1: This is the preferred scenario. It provides a server at the Player site for Remote interactions provided that the server at your Player site has access to the Loggers at the Remote sites. Scenario 2: You use this when Scenario 1 is not available. In this situation, you have several Remote sites and at one or more of them, the Logger is not accessible. When you select Scenario 2, you will be running Server at Player site at all sites where you have access to the Loggers at the Remote sites. For the sites where you have no access to the Loggers at the Remote sites, you will be running a Server to Server configuration.
To set streaming for Server at Player site for Remote Interactions only: Scenario 1:
At the Local site - Preferred
configuration:
1. Clear Local Interactions. 2. Leave the default setting Remote Interactions selected. 3. Leave the default setting Connect to the media source. -or-
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Scenario 2:
At the Local site - configure
this when one or more Loggers at Remote site are not accessible:
1. Clear Local Interactions. 2. Leave the default setting Remote Interactions selected. 3. Select Use remote Stream Server configuration.
At the Remote site:
1. Select Local Interactions. 2. Select Allow only local users.
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Scenario 6: Server to Server for Remote Interactions Only

Local site 2.
Stream Server Logger Stream Server Logger
Remote site
3.
1.
1.
Agent with Player
When a user at a Local site plays a call from a Remote site, the streaming is done through his/her own sites Stream Server, which connects directly to the remote sites Stream Server, which in turn connects to the Loggers. When playing a Local site call, the client connects directly to the Logger.
To set streaming for Server to Server for Remote Interactions only:
At the Local site:
1. Clear Local Interactions. 2. Leave the default setting Remote Interactions selected. 3. Select Use remote Stream Server configuration.
At the Remote site:
1. Select Local Interactions. 2. Select Allow for all users.
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Scenario 7: Server at Player Site for Local Interactions Only

Local site
Stream Server Logger Stream Server
Remote site
Logger
2.
1.
1.
Agent with Player
When a user at a Local site plays a call from his/her local site, the streaming is done through his/her own sites Stream Server (Server at the Player site). When playing a call from a Remote site, the user connects directly to the Logger (no Stream Server is used).
To set streaming for Server at Player site for Local Interactions only:
At the Local site:
-or-
1. Select Local Interactions. 2. Select either Allow only local users -orAllow for all users. 3. Clear the Remote Interactions checkbox.
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At the Remote site:
1. Select Local Interactions. 2. Then, select Allow only local users. -or-
Clear the Local Interactions checkbox.
613
Configuring System Streaming

The NICE Stream Server is part of the NICE Perform Applications Suite installation. The NICE Stream Server solution is used when your site has problems streaming media from the logger. The NICE Stream Server enables you to stream any relevant media from either a Single Data Hub or a Multi Data Hub, from either a local or remote location. You can stream anything that can be played by the NICE Player. The Stream Server branch is always available under the System Administrator tree. The default Stream Server is defined automatically the first time you open the System Administrator. You can install additional Stream Servers as needed on each site
IMPORTANT The Stream Server to function, you should first enable streaming in the site level.
.
If you are configuring System Streaming, perform the following procedures:
Enabling Stream Server Availability Configuring the Default Stream Server Definition on page 616 Optional: If you require additional Stream Servers, see Optional - Defining a New Stream Server on page 617. Defining System Streaming on page 619
Enabling Stream Server Availability

When you install the Applications Suite, the Stream Servers branch is automatically installed in the Playback branch in the System Administrator tree. The default setting for the Stream Server is disabled and no users are defined to use the Stream Server. When the Stream Server is disabled, the Player connects directly to the media source. In this situation, the NICE Player is used for playback. For the Stream Server to function, you need to enable it on the site level.
NOTE: If you disable the Stream Server Availability, you disable all Stream Servers.
If you have problems streaming media from the logger, when you need to use the Stream Server you can enable it.
To enable the Stream Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Navigate to <your Site> > Playback > Stream Servers . The Stream Server Availability
area appears.
Click Enabled
3. In the Stream Server Status , click Enabled. 4. Click Save 5. Click Yes. 6. Continue with Configuring the Default Stream Server Definition on page 616.
. A message appears asking if you want to save changes.
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Configuring the Default Stream Server Definition

The default Stream Server is defined automatically with the machines name.
NOTE: The default Stream Server name is the System Administrator Host Name. The default Stream Server name cannot be changed unless the System Administrator Host Name is changed. It then inherits the System Administrator new Host Name. For the default Stream Server to recognize this new name, log out and then log in to NICE Perform. IMPORTANT The default Stream Server does NOT support WMS Streaming. If you require WMS Streaming, you should configure a new Stream Server, see Optional - Defining a New Stream Server on page 617.
To define the default Stream Server definition: 1. In the Organization tree, under <your Site> > Playback > Stream Servers, select the
default Stream Server. The default Stream Server appears. (Note: <your Site> refers to the name of the Data Hub in the Organization tree.)
The Stream Server is automatically defined with the System Administrator host name
NOTE: In the General Information area, all the fields are automatically completed with the default settings. 2. Click the General tab. 3. In the TCP Server Port and the HTTP Server Port fields, leave the default values for these
ports unless you have specific reasons for changing them.

4. In the Server Description field, enter a description for the new Stream Server. 5. Continue with Defining System Streaming on page 619. NOTE: If you need to configure additional Stream Servers, first complete the definition of the default Stream Server (continue with Defining System Streaming on page 619) and then define the new Stream Server. Follow the relevant Stream Server installation checklist.
Optional - Defining a New Stream Server

Stream Servers are defined in the System Administrator.
IMPORTANT When defining the Stream Server, make sure you have the correct Host Name or IP Address of where the Stream Server is installed. Do not use localhost or 127.0.0.1 for the Stream Server Host Name/IP address. You will receive an error if you do this. NOTE: If you are defining a Stream Server for the first time, you need to enable the Stream Server status. See Enabling Stream Server Availability on page 614.
If you do not require additional Stream Servers, see Configuring the Default Stream Server Definition on page 616.
To add and configure a new Stream Server: 1. In the Organization tree, navigate to your <your Site> > Playback > Stream Servers.
Select New Stream Server
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2. From the Actions menu, select New Stream Server. The New Stream Server appears in the General tab.
Enter the new Stream Server name
3. In the General Information area, in the Server Host Name/IP Address field, enter the new
Stream Server name.

IMPORTANT The new Stream Server is automatically created with localhost in the Server Host Name/IP Address field. Delete localhost and enter the correct Stream Server name and port information. Note: There is a limitation on the number of characters that can be used when defining the Switch Name. You should use no more than 100 characters. If this information is not correct and if you are using Windows Media Server streaming, you will not be able to select a Publishing Point and the Stream Server will not be able to connect to the Publishing Point. 4. Leave the default settings for the TCP Server Port and the HTTP Server Port fields. 5. In the Server Description field, enter a description for the new Stream Server. 6. Continue with Defining System Streaming on page 619.
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Defining System Streaming

If you enable the Stream Server, then the System Streaming solution is enabled by default. System Streaming is the recommended option when you have good connectivity between your sites. However, if your site has poor physical connections and/or is physically distant from the Stream Server, you can enable Windows Media Server streaming method in addition. See Configuring for WMS Streaming on page 625 and see the latest Design Considerations Guide. The default settings for the System Streaming method is Remote Interactions enabled and Local Interactions disabled. However, if your site requires it, you can have either or both of these enabled.
NOTE: Select either Local interactions or Remote interactions selected. If you do not set either, your system is NOT using System Streaming.
Local Interactions
Local interaction system streaming method can be enabled for either only local users or for all users. The default setting is for local users only.
Remote Interactions
There are two options available here:

Connect directly to media source: This is the default Remote Interactions system streaming method. With this option, the client connects to the Stream Server and then connects directly to the media source either Logger, Storage Center, or NiceScreen Logger. Use remote stream server configuration
With this option, you can either connect directly or through another Stream Server if the other site has a Stream Server defined with local interactions allowed for all users.
To define System Streaming: 1. Click the System Streaming tab.
Select if you want to enable Local Interactions Select if you want to allow for all users Select if you want to use remote Stream Server
619
2. Verify that System Streaming is enabled.
System Streaming is enabled by default if you have enabled Stream Server Availability, see Viewing All Stream Server Configuration Information on page 621.
NOTE: To disable System Streaming, clear the Enable System Streaming checkbox. 3. In the System Streaming Configurations area: a.
Select the Local Interactions checkbox if you want to enable local system streaming. By default, this enables system streaming for local users only. If you want to enable it for all users, click Allow for all users.
b. Remote Interactions are enabled by default. If you want to disable this, clear the Remote Interactions checkbox.
The default setting for Remote Interactions is Connect directly to media source. If you also require remote streaming and you have a Stream Server at another site with local interactions enabled for all users, click Use remote stream server configuration.
4. Click Save
. .
5. You will be prompted to restart the Stream Server. Click
6. Continue with Viewing All Stream Server Configuration Information on page 621.
Disabling System Streaming

You can disable System Streaming when it is not required.
To disable System Streaming: 1. Click the System Streaming tab.
2. System Streaming is enabled by default if you have enabled Stream Server Availability. To disable System Streaming, clear the Enable System Streaming checkbox.
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Viewing All Stream Server Configuration Information

You can view the general configuration information for all Stream Servers.
To view all Stream Servers configuration information: 1. In the Organization tree, navigate to your <your Site> > Playback > Stream Servers. The
Stream Server Availability appears.
2. Expand Stream Servers. The Stream Servers area appears displaying all Stream Servers with
their Stream Server Name, Host Name/IP Address, and Streaming Method information.
Double-click the selected Stream Server to view detailed information
3. To view further information regarding a specific Stream Server, double-click the relevant
Stream Server. The selected Stream Server appears.

4. To create a new Stream Server, see Optional - Defining a New Stream Server on page 617. 5. To modify a Stream Server, see Modifying the Stream Server Definition on page 622. 6. To delete a Stream Server, see Deleting a Stream Server Definition on page 623.
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Maintaining the Stream Server

When necessary, you can modify or delete the Stream Server definition:
Modifying the Stream Server Definition Deleting a Stream Server Definition
Modifying the Stream Server Definition

You can modify the Stream Server definition using similar procedures as when you defined it. Every time you save the Stream Server definition, the Stream Server restarts automatically.
To modify a Stream Server definition: 1. In the Organization tree, select Playback > Stream Servers, and then the relevant Stream
Server.
2. Modify the relevant fields.
To configure the parameters for the General tab, see Configuring the Default Stream Server Definition on page 616. To configure the parameters for System Streaming, see Defining System Streaming on page 619. . You will be prompted to restart the Stream Server. Click .
3. Click Save
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Deleting a Stream Server Definition

You can delete all additional Stream Servers that you added. However, you cannot delete the default Stream Server.
To delete a Stream Server: 1. In the Organization tree, select the Playback branch and then Stream Servers. Select the
Stream Server you want to delete. The selected Stream Server appears.
2. Right-click the Stream Server and click Delete Stream Server. A message appears asking if
you want to delete the selected Stream Server.

3. Click Yes. The Stream Server is deleted.
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25
Configuring for WMS Streaming
The NICE Stream Server is part of the NICE Perform Applications Suite installation. The NICE Stream Server solution is used when your site has problems streaming media from the logger. The NICE Stream Server enables you to stream any relevant media from either a Single Data Hub or a Multi Data Hub, from either a local or remote location. You can stream anything that can be played by the NICE Player. The Stream Server branch is always available under the System Administrator tree. The default Stream Server is defined automatically the first time you open the System Administrator. You can install additional Stream Servers as needed at each site.
NOTE: You should set up Windows Media Services (WMS) BEFORE you configure the WMS Stream Server. IMPORTANT The Stream Server will only function if you have enabled streaming at the site level.
Contents
Configuring Windows Media Server Streaming.........................................................626 General WMS Streaming Information ......................................................................626 Enabling Stream Server Availability .........................................................................629 Defining a New Stream Server.................................................................................630 Enabling and Defining Windows Media Server Streaming.......................................631 Optional: Defining Digital Rights Management (DRM) Configuration.......................634 Configuring Users and Groups for WMS Streaming .......................................................636 Viewing All Stream Server Configuration Information..............................................637 Maintaining the WMS Stream Server ..........................................................................638
Chapter 25: Configuring for WMS Streaming NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Configuring Windows Media Server Streaming

If your Stream Server is on a different Data Hub, or if the connectivity between the client machines and the Loggers/Storage Centers/media sources is poor, see the latest Design Considerations Guide for your best options. Perform the following procedures to configure WMS Streaming:
Enabling Stream Server Availability on page 629 Defining a New Stream Server on page 630 Enabling and Defining Windows Media Server Streaming on page 631 Optional: Defining Digital Rights Management (DRM) Configuration on page 634 Configuring Users and Groups for WMS Streaming on page 636
General WMS Streaming Information

For information regarding WMS streaming, see:
About Media Services Configuration About ASF File Configuration About Publishing Point Configuration
About Media Services Configuration
In the Media Services Configuration, you select whether you want the system optimized for WAN or LAN. For streaming through a WAN, this is the best solution. You also select the relevant Control Protocol for your system.
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About ASF File Configuration
The ASF File Configuration enables you to adjust the quality of the picture that you are streaming.
NOTE: By setting the Maximum Screen Settings towards More the quality of the picture improves, however the streaming is slower. When setting the Maximum Screen Settings towards Less, streaming is faster but the quality of the picture is reduced.
About Publishing Point Configuration

The Publishing Point Configuration enables you to define a folder in which the Stream Server saves the files that it is playing. You can select the desired publishing point from the list of publishing point folders.
IMPORTANT You configure the Publishing Point in the WMS Administrator BEFORE you configure the WMS streaming. To verify the necessary disk space required for the Publishing Point, see the latest Design Considerations Guide.
NOTE: You can view the exact path of the Publishing Point folder in the Path field.
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When you define the Publishing Point configuration, you can allow a Client Cache and/or a Server Cache. Detailed information regarding the Client Cache and Server Cache configurations appear below:
Allowing Client Cache
Allowing Client Cache enables the user to save a copy of the streamed file to his/her own computer. This option is controlled by the Stream Server and is by default not enabled. It provides the user with better performance when playing the media, as the media will no longer need to be streamed.
NOTE: There is a delay for a few seconds before this setting takes place.
Defining the Retention Parameters
In the Retention area, you define the Publishing Point retention parameters. These include the Server Cache and how long files should be stored in the Server Cache.
Allowing Server Cache
The default Publishing Point configuration allows a Server Cache. This enables files to be saved on the WMS server.
ASF file cleaning interval (minutes)
The frequency in minutes at which the Stream Server checks the publishing point to see if files need to be deleted. The default setting is every hour.
ASF file expiration (minutes)
The length of time in minutes at which the Stream Server keeps the ASF files before deleting them. The default is a month.
Quota Size (MB)
The size of the Server Cache in MBs for the files that the Stream Server retains. The default is 1 GB.
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Enabling Stream Server Availability

When you install the Applications Suite, the Stream Servers branch is automatically installed in the Playback branch in the System Administrator tree. The default setting for the Stream Server is disabled and no users are defined to use the Stream Server. When the Stream Server is disabled, the Player connects directly to the media source. In this situation, the NICE Player is used for playback. For the Stream Server to function, you need to enable it at the site level.
NOTE: If you disable the Stream Server Availability, you disable all Stream Servers.
If you have problems streaming media from the logger, when you need to use the Stream Server you can enable it.
To enable the Stream Server: 1. Select the Playback branch and then Stream Servers. The Stream Server Availability area
appears.
Click Enabled
2. In the Stream Server Status , click Enabled. 3. Click Save 4. Click Yes.
629
Defining a New Stream Server

Stream Servers are defined in the System Administrator.
IMPORTANT When defining the Stream Server, make sure you have the correct Host Name or IP Address of where the Stream Server is installed. Do not use localhost or 127.0.0.1 for the Stream Server Host Name/IP address. You will receive an error if you do this. NOTE: If you are defining a Stream Server for the first time, you need to enable the Stream Server status. See Enabling Stream Server Availability on page 629. To add and configure a new Stream Server: 1. In the Organization tree, expand a site and select Playback > Stream Servers.
Select New Stream Server
2. From the Actions menu, select New Stream Server. The New Stream Server appears in the General tab.
Enter the new Stream Server name
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3. In the General Information area, in the Server Host Name/IP Address field, enter the new
Stream Server name.

IMPORTANT The new Stream Server is automatically created with localhost in the Server Host Name/IP Address field. Delete localhost and enter the correct Stream Server name and port information. Note: There is a limitation on the number of characters that can be used when defining the Switch Name. You should not use more than 100 characters. If this information is not correct and if you are using Windows Media Server streaming, you will not be able to select a Publishing Point and the Stream Server will not be able to connect to the Publishing Point. 4. Leave the default settings for the TCP Server Port and the HTTP Server Port fields. 5. In the Server Description field, enter a description for the new Stream Server. 6. Continue with Enabling and Defining Windows Media Server Streaming on page 631.
Enabling and Defining Windows Media Server Streaming

Follow the procedure below.
To define Windows Media Server streaming: 1. Click the Windows Media Server tab and select Enable Windows Media Server Streaming.
Select to enable WMS Streaming Select the relevant Control Protocol Select Optimized for WAN
2. In the Media Services Configuration area, from the Control Protocol drop-down list, select the relevant protocol for your site. (RTSPT is the default setting.)
If you are using Windows Media Server streaming through a WAN, leave the default setting.
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If you are using Windows Media Server streaming through a LAN, select Optimized for LAN.
3. In the ASF File Configuration area, adjust the Maximum Screen Settings slide according
to your requirements.
Adjust the quality of the picture
IMPORTANT If no publishing points display, verify that you have configured the Publishing Point in the WMS Administrator before you select the Location name.
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4. In the Publishing Point Configuration area, click the Location Name drop-down list and
select the relevant publishing point. Once you have set the location name, the Publishing Point path appears in the Path field.
Select the Publishing Point folder If desired, select Allow Client Cache
If you do not want a Server Cache, clear this
IMPORTANT If the publishing points do not appear, verify that the name of the Stream Server and its port information are correct. 5. In the Publishing Point area, select Allow Client Cache to enable a Client Cache. 6. In the Retention area, clear Allow Server Cache if you do not want a Server Cache. Note: If the Allow Server Cache checkbox is cleared, then a new file is created each time a
playback request is made. 7. In the ASF file cleaning interval (minutes) field, enter the interval in minutes at which you want the size of the Server Cache to be checked. 8. In the ASF file expiration period (minutes) field, enter the duration in minutes that you want the streamed files to be kept. Note: Files that are played infrequently are deleted before files that are played frequently. 9. In the Quote Size (MB) field, enter the size of the Server Cache.
10. Click Save
. You will be prompted to restart the Stream Server. Click 11. Continue with either:
-or-
Optional: Defining Digital Rights Management (DRM) Configuration Configuring Users and Groups for WMS Streaming on page 636.
Chapter 25: Configuring for WMS Streaming 633
Optional: Defining Digital Rights Management (DRM) Configuration

The Digital Rights Management (DRM) configuration enables encryption on a Windows Media Server Stream Server.
IMPORTANT Before you can define the Digital Rights Management (DRM) configuration, you MUST have installed and activated it. See the Stream Server Installation Guide. Note: If you have not installed the DRM software, the Enable encryption checkbox is disabled.
If you have installed the DRM, but not activated the license, a message appears.
License is installed but NOT activated
After you activate the license and enable encryption, a message appears informing you that the license is installed and activated. It also advises you regarding the number of days left for the license. This message is updated on a daily basis. When the number of days for the license falls below thirty, the message displays in red.
NOTE: If you enable encryption, both the Server and Client caches will be disabled.
To define Digital Rights Management configuration: Note: Before you can configure the DRM, you must have configured the Windows Media
Server, Enabling and Defining Windows Media Server Streaming on page 631.
Select Enable encryption
License is installed and activated. Number of days left for license.
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1. In the Digital Rights Management (DRM) Configuration area, select the Enable encryption checkbox. The number of days for activation display underneath. If the Digital Rights Management software has not been installed, the Enable encryption checkbox is disabled.
Enable encryption is disabled
NOTE: 2. Repeat Step 1 for each Stream Server requiring encryption. 3. Continue with Configuring Users and Groups for WMS Streaming on page 636.
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Configuring Users and Groups for WMS Streaming

In the System Administrator, you can set the groups or users who can use the WMS streaming method.
NOTE: Only those users who are configured here will be able to use WMS Streaming. By default, if enabled, System Streaming is available for all users.
To set the Stream Server groups/users for WMS streaming: 1. Select the Playback branch and then Stream Servers. The Stream Server Availability area
appears.
2. Expand User/Group Selection. The User/Group Selection area appears. 3. In the Resource Tree, click the group/user for whom you want to make the WMS streaming method available. The selected group/user appears in the Available Items list. 4. From the Available Items list, select the relevant group/user. Click the group/user appears in the Selected Items list.
. The selected
5. Click Save 6. Click Yes.
7. Continue with Viewing All Stream Server Configuration Information on page 637.
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You can view the general configuration information for all Stream Servers.
To view all Stream Servers configuration information: 1. In the Organization tree, navigate to <your site> > Playback > Stream Servers . The
Stream Server Availability appears.
2. Expand Stream Servers. The Stream Servers area appears displaying all Stream Servers with
their Stream Server Name, Host Name/IP Address, and Streaming Method information.
Double-click the selected Stream Server to view detailed information
3. To view further information regarding a specific Stream Server, double-click the relevant
Stream Server. The selected Stream Server appears.

4. To create a new Stream Server, see Defining a New Stream Server on page 630. 5. To modify a Stream Server, see Modifying the WMS Stream Server Definition on page 638. 6. To delete a Stream Server, see Deleting a Stream Server Definition on page 639.
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Maintaining the WMS Stream Server

When necessary, you can modify or delete the Stream Server definition:
Modifying the WMS Stream Server Definition Deleting a Stream Server Definition
Modifying the WMS Stream Server Definition

You can modify the Stream Server definition using similar procedures as when you defined it. Every time you save the Stream Server definition, the Stream Server restarts automatically.
To modify a Stream Server definition: 1. In the Organization tree, select Playback > Stream Servers, and then the relevant Stream
Server.
2. Modify the relevant fields.
To configure the parameters for the General tab, see Defining a New Stream Server on page 630. To configure the parameters for WMS Streaming, see Enabling and Defining Windows Media Server Streaming on page 631. . You will be prompted to restart the Stream Server. Click .
3. Click Save
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Deleting a Stream Server Definition

You can delete all additional Stream Servers that you added. However, you cannot delete the default Stream Server.
To delete a Stream Server: 1. In the Organization tree, select the Playback branch and then Stream Servers. Select the
Stream Server you want to delete. The selected Stream Server appears.
2. Right-click the Stream Server and click Delete Stream Server. A message appears asking if
you want to delete the selected Stream Server.

3. Click Yes. The Stream Server is deleted.
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26
Configuring Screen Content Analysis
You must define the Screen Content Analysis Server parameters via the System Administrator application. In a Multi Data Hub environment, a Screen Content Analysis Server must be defined for each site in which Screen Content Analysis was installed.
Contents
Defining the Screen Content Analysis Server ...........................................................642
Chapter 26: Configuring Screen Content Analysis NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Defining the Screen Content Analysis Server

When you define a new Screen Content Analysis Server, you must name the Screen Content Analysis Server and define its IP address/host name. A site can have one Screen Content Analysis Server per Applications Server.
Guidelines
In a site with multiple Applications Servers, follow these guidelines:
For each Applications Server, you can define one Screen Content Analysis Server.
The first Screen Content Analysis Server that you define must be associated with the primary Applications Server. Each subsequent Screen Content Analysis Server can be associated with one unique Applications Server.
The Screen Content Analysis Server associated with the primary Applications Server can be deleted if it is the only Screen Content Analysis Server defined. After you define subsequent Screen Content Analysis Servers, the Screen Content Analysis Server associated with the primary Applications Server cannot be deleted.
To define the Screen Content Analysis Server: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization Tree, expand the appropriate site branch (Primary Data Hub or a Secondary Data Hub) and select the Screen Content Analysis Servers branch.
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3. From the Actions menu, select New Screen Content Analysis Server. The Screen Content
Analysis Server Definition appears.
4. Define the associated Applications Server: a.
Enter a Server Name for the Screen Content Analysis Server. The default server ports appears. Change as needed.
b. Enter the IP Address or Host Name. c.
d. In the Applications Server field, do the following:
If the field is disabled, this means that the name of the Applications Server cannot be changed. The Screen Content Analysis Server will be associated with the primary Applications Server (whose server name appears in this field). If the field is enabled, select an Applications Server. You cannot select an Applications Server that has already been associated with a Screen Content Analysis Server.
e.
Click Save
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27
Configuring Storage Center
Before the Storage Center server is installed in the site, you first define the Storage Center parameters.
TIP: In the System Monitoring branch, you can view a list of all the Storage Center servers that were defined. For each Storage Center and all the storage areas defined for the Storage Center, you can view current status information and you can generate a history report of the storage usage.
Contents
Defining a Storage Center............................................................................................646 Procedure 1: Defining the Storage Center Server....................................................646 Procedure 2: Defining Storage Groups ....................................................................651 Procedure 3: Defining a Storage Unit.......................................................................656 Procedure 4: Defining an ESM Device.....................................................................664 Modifying Storage Center Parameters .......................................................................672 Deleting a Storage Center Component ....................................................................674
Chapter 27: Configuring Storage Center NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Defining a Storage Center

When defining a Storage Center, you must perform the following steps:
Procedure 1: Defining the Define a logical name for the server and enter the IP address or host name. You can also define a specific location/size for the Storage Center Server Retrieve Storage Unit, other than the default parameters. on page 646 Procedure 2: Defining Storage Groups on page 651 For each Storage Group, define:
the group name. a retention period.
Procedure 3: Defining a Each Storage Group is comprised of one or more units. For each Storage Unit on page 656 unit, define:
a unit name and type. the storage location. the storage size and maximum threshold.
Procedure 4: Defining an Define the TSM Admin and Client parameters. ESM Device on page 664 -or(if the site has an ESM Define the EMC Centera server IP addresses. Server)
-or-
Define the NetApp Snaplock server IP address and volume.
IMPORTANT In the Applications > Configurations branch, you must configure the order in which all storage media are searched when a query is run (Locate Order). Each time you define a Storage Center Server, be sure to add the Storage Center to the list of all the defined Storage Center servers in the site - in the appropriate order of priority.
Procedure 1: Defining the Storage Center Server

When you define a new Storage Center server, you must enter your serial number and license key. When you define a Storage Center server via the Storage Server Definition Wizard, a Retrieve Storage Group (with a Retrieve Storage Unit) is automatically created. This Storage Group serves as a local buffer when retrieving files from the ESM to the Storage Center local disk. In the Storage Server Definition Wizard, you are prompted to define the Retrieve Storage Unit location and size. You can use the default destination/size, or define your own destination and disk space for the Retrieve Storage Unit. After the Retrieve Storage Unit is defined, the destination and disk space cannot be modified. The Retrieve Storage Group cannot be deleted.
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In the Storage Server Definition Wizard, you define:
The server name and IP address or host name.

Retrieve Storage Unit location and size (or accept the default parameters).
IMPORTANT If the Storage Center server has more than one active network interface card, the Storage Center IP address defined in the System Administrator must be the primary network connection.
To define the Storage Center server: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization Tree, select the Storage Center Servers branch. 4. From the Actions menu, select New Storage Center. The Storage Center Licensing window
appears.
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5. Enter the Serial Number and License Key and click OK. The Storage Center Server
Definition Wizard starts.
6. Click Next. Step 2 appears.
Define the Storage Center parameters as follows:

a.
Enter a logical name for the server.

Chapter 27: Configuring Storage Center 648
b. Select IP address or host name, and enter the IP address or the host name of the server.
IMPORTANT The host name of the Storage Center server cannot exceed 26 characters. 7. To modify the default Storage Center settings, click Advanced.
IMPORTANT Only advanced users should change default settings!
In the Advanced window, modify the following, as needed:
In the Connections Number area, define the number of multiple connections for the Archive functions. The maximum number of connections for each is 13. In the Port Numbers area, define the port numbers for the Nice Storage Streaming Service, Locate Service and Rule Service. These default port numbers should only be changed due to specific site requirements! In the Modify Delete Method Settings area, select the Secure Deleted Method checkbox if your site requires shredding of deleted files using the DOD (Department of Defense) standard, meaning that deleted files cannot be restored. This deletion method will be applied to files deleted via automatic deletion (when storage units are full) and files deleted via forced deletion (when a file reaches an expiration date).
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The default location and size of the Retrieve Storage Unit is displayed. You can define a different location and size for the Retrieve Storage Unit. After the Retrieve Storage Unit is created, its location and size cannot be modified!
9. Click Next. Step 4 appears showing a summary of the new Storage Center server definition.
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10. Check that the values are correct and click Finish. The new Storage Center server name appears below the Storage Center Servers branch. You can now define the Storage Groups
of the new Storage Center server.
11. If your site has an NMS installed, add the new Storage Center server to the NMS monitored
list:
a.
In the Organization tree, expand Network Management System and select an NMS. Move the new server from the Available Servers list to the Attached Servers list and click Save .
b. Click the Monitored Server tab. c.
NOTE: When you create a new Storage Center server, two branches appear automatically below the server name in the tree.
ESM Devices: If your site includes an Enterprise Storage Manager, you must configure the ESM parameters. Retrieve Group: This is the location where files are stored after they are retrieved from an ESM. The Retrieve group cannot be modified.
These branches cannot be deleted.
Procedure 2: Defining Storage Groups

You must define one or more Storage Groups for the Storage Center. A Storage Group is the logical name for a set of one or more Storage Units on the Storage Center where call files will be archived. Each time you create an archiving rule (via the Rules Manager), you associate the rule with a Storage Group. You define a group via the New Storage Group Wizard. For each group, you must define a group name. You can also define a mandatory number of retention days for the files in the Storage Group - meaning, the number of days that the calls must remain in the Storage Group. After you define the group name, you define the units in the group via the New Storage Unit Wizard. For each unit, you define: a location, a unit size (in GB) and maximum threshold.
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Retention Guidelines
By default, there is no mandatory retention. We recommend setting the retention value to equal the amount of days that the site is obligated to save interactions.
IMPORTANT
The maximum retention period is seven years (based on the NICE database design). If you want to set a longer retention period, Storage Center enables you to define a period longer than seven years (you can enter a higher value in the Retention field). However, the NICE database must be modified as well! In these cases, please contact NICE Professional Services. (Extended Retention Only) EMC Centera is the only ESM device that supports Extended Retention.
If you set a retention value for the group and the Storage Units in the group reach maximum capacity before the retention period expires, a warning is generated and the files are not deleted.
NOTE: When you define a storage rule, you can define a value for Force Deletion, meaning that files archived by a specific rule will be deleted after a certain number of days. What happens if a conflict occurs between the groups Retention value and a rules Force Deletion value (such as the groups Retention value is set to 100 days and the rules Force Deletion value is set to 50 days)? The Force Deletion value of the rule takes preference! However, if Extended Retention is activated through the NICE Business Analyzer application or the Interactions application, the Force Deletion value in the archiving rule is extended. See the Storage Center Installation Guide. The group Retention value is a more general definition; the archiving rule Force Deletion value is specific to a group of archived files; Extended Retention delays the Force Deletion in the archiving rule. What is the Retrieve Storage Group?
In addition to the Storage Groups that you create, Storage Center automatically creates a Retrieve Storage Group (with a Retrieve Storage Unit) each time that a Storage Center Server is created. This Storage Group serves as a local buffer when retrieving files from the ESM to the Storage Center local disk. The Retrieve Storage Group cannot be deleted. However, you can define a specific Retrieve Storage Unit destination and the disk space allocated for this unit other than the default. This must be defined in the Storage Server Definition Wizard and cannot be modified at a later time.
How Does Archiving Take Place?
When archiving for a rule begins, files are archived to the first Storage Unit in the group. When this Storage Unit reaches capacity, the files are archived to the second Storage Unit in the group, and so on.
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When all the Storage Units are filled to capacity, the following occurs:
First, the automatic deletion mechanism is triggered in the first Storage Unit. Then, files in this storage directory are deleted. Finally, new files are archived in the directory. This pattern then continues for each Storage Unit in the group.
EXAMPLE:
You plan on defining a rule that archives all outgoing interactions that lasted more than five minutes from agents in the Special Campaign group. First, create a Storage Group named Special Campaign - Storage Partitions that consists of the following Storage Units: Storage_Unit1: \\sc_206154\disk1\archive (with 10 GB) Storage_Unit2: \\sc_206164\disk2\archive (with 30 GB) Storage_Unit3: \\sc_206174\disk3\archive (with 150 GB) Later, when you define the rule you will associate the rule with the Storage Partitions group.
To define a new Storage Group: 1. In the Storage Centers Servers branch, select the appropriate Storage Center server name. 2. From the Actions menu, select New Storage Group. The New Storage Group Definition
Wizard starts.
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Enter a logical name for the Storage Group.

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Leave the checkbox cleared if you do not want to set a retention value.
-or-
Select the checkbox and enter a retention value, meaning the number of days that files must remain archived in this Storage Group.
TIP:
We recommend setting the retention value to equal the amount of days that the site is obligated to save interactions. If your site does not have an ESM device but the retention value of the Storage Group cannot be set to seven years, set the retention value to the maximum possible value. When configuring the Force Deletion value in the storage rule, do not exceed this retention value. See Retention Guidelines on page 652 for more information.
NOTE:
If the Storage Units in the group reach maximum capacity before the retention period expires, a warning is generated and the files are not deleted. If a Force Deletion value (for a storage rule) is set to delete files earlier than the retention days, the Force Deletion takes precedence and files will be deleted.
5. Click Next. Step 4 appears showing a summary of the new Storage Group definition.
6. Check that the values are correct and click Finish. The New Storage Unit Definition Wizard
appears.
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Procedure 3: Defining a Storage Unit

For each Storage Group, you must define at least one Storage Unit.
IMPORTANT Each Storage Unit must be on a dedicated partition.
You define a Storage Unit via the New Storage Unit Definition Wizard.
NOTE: The New Storage Unit wizard opens automatically at the end of the New Storage Group wizard. You can also open this wizard independently.
For each Storage Unit, you define:
A name of the Storage Unit The destination path of the Storage Unit. Important: The destination path of the Storage Unit must be excluded from anti-virus scans to avoid playback, performance, and retention issues. See TN0564: Antivirus Certifications for NICE Products for more information on setting up the anti-virus scan. You validate the destination path:
If the path is invalid, an error message appears. If the path is valid, the system recommends that the size of the Storage Unit will be half the GB of the maximum capacity of the destination. You can modify the default size of the unit as needed.
A Storage Unit type: Multiple Directories or Directory Per Day. See What Storage Types are Available? on page 657. The total number of Megabytes of the unit A maximum threshold (in percent): When the unit reaches the percentage capacity, deletion of archived calls begins (unless the group retention period has not expired!)
IMPORTANT If your Storage Center environment includes an ESM, do not use the same destination path as defined in the Retrieve directory. This could lead to a loss of archived files! The storage area on which the Storage Center will archive must not be located on the Storage Center servers local hard drive, but on an external NAS/SAN or CAS storage.
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What Storage Types are Available? Directory Per Day (default)
Creates subdirectories under the defined directory path (for each day of the year). Files are stored as follows: Storage directory/computer name of the Storage Center server/tasks/day. When the storage directory reaches its maximum threshold, the automatic deletion mechanism is triggered. Files are deleted until the total capacity of the storage directory is below the maximum threshold. The maximum threshold is a percentage of the total directory size.
Multiple Directories
Creates subdirectories under the defined directory path (based on the destination type). Files are written to the subdirectories in a cyclic manner: When one subdirectory reaches full capacity, files are written to the next subdirectory. The automatic deletion mechanism is triggered when a specified number of subdirectories reach full capacity (maximum threshold). Files are deleted until the (full-capacity) subdirectories are below the maximum threshold. The maximum threshold value is defined as a percentage of the total amount of subdirectories.
TIP: In most sites, the Directory Per Day storage type is used. When should you select Multiple Directories? Multiple Directories storage type should be used in sites with very high capacities more than 300,000 calls per day. To define a new Storage Unit: 1. In the Organization Tree, select a Storage Group. Then, select New Storage Unit from the Actions menu. The New Storage Unit Definition Wizard starts. NOTE: The New Storage Unit Wizard also opens automatically after you finish the New Storage Group wizard.
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2. Click Next. Step 2 appears. 3. In the Storage Unit Name field, enter a name for the Storage Unit. 4. In the Storage Unit Destination Path field, enter a unique storage destination.
IMPORTANT
Each Storage Unit must be on a dedicated partition. The destination path of the Storage Unit must be excluded from anti-virus scans to avoid playback, performance, and retention issues. See TN0564: Antivirus Certifications for NICE Products for more information on setting up the anti-virus scan.
NOTE: When defining the storage destination, keep the following in mind:
Files are stored in the following path: Storage directory/computer name of the Storage Center server/Tasks name. Enter the full network path (using //). The destination directory must be defined as shared with write permissions for the Storage Center user (NiceSc). If your Storage Center environment includes an ESM, do not use the same destination path as defined in the Retrieve directory. This could lead to a loss of archived files! If you continue the wizard without validating the destination path, be sure to verify manually that the path format is valid, the drive destinations exist and there is enough free space in the physical location to accommodate the archived files.
5. Validate the destination path:
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a.
Click
. The Validate Destination Path panel appears.
.
b. Enter the user name and password of the Storage Center service. (This is the user name
and password of the logged-in user who installed the Storage Center software.)
c.
Click Validate. The system validates the destination path of the new Storage Unit. If the destination is valid, appears in green text.
If the path is invalid or inaccessible, appears in red text and an error message appears specifying the error, as shown in the example below.
6. Click Next. Step 3 appears. If the path was valid, the Storage Unit Total Size automatically
displays half the size of the defined location. You can modify this value as needed.
Displays the available space in the storage destination
Enter the attributes of the Storage Unit.

a.
Select a storage type. See What Storage Types are Available? on page 657.
Chapter 27: Configuring Storage Center 659
b. Enter the total size of the unit in Gigabytes. You can use the Expected Storage Size
Calculator to help you define the size of the unit, as described in Step 7.
c.
Enter the maximum threshold as a percentage of the Storage Unit Total Size. When the unit reaches the threshold, deletion occurs (unless the group retention period has not yet lapsed).
7. To calculate the required amount of storage space, click the link at the bottom of the window.
The Expected Storage Size Calculator appears.
Use the calculator to assist you in determining the storage size needed. The value determined by the calculator is a guideline only and you are not required to use this value. For detailed instructions/guidelines, see See Guidelines for Using the Storage Size Calculator on page 662.
a.
Enter a retention value interactions per day.
b. For each media type and/or compression type, add a row and enter the expected number of c.
The utility calculates the total storage size needed for archiving. The Total Storage Size field displays the estimated storage size needed.
d. Click Close. This value is not entered automatically into the wizard. e.
Modify the storage size as needed
8. Click Next. Step 4 appears showing a summary of the new Storage Unit definition.
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9. Click Finish. The group and unit appear under the appropriate Storage Center server name in
the Organization Tree.
Storage Group Storage Unit
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Guidelines for Using the Storage Size Calculator

The Expected Storage Size Calculator enables you to determine the storage size of a Storage Unit. The value determined by the calculator is a guideline only and you are not required to use this value.
Here are guidelines for using the Calculator:
Enter the desired retention value. Keep in mind that a high retention value requires a large Storage Unit. As you increase the retention value, the Calculator will increase the required size of the Storage Unit; as you decrease the retention value, the Calculator will decrease the required size of the Storage Unit. For each media type and/or compression type, create a row in the Calculator and enter its values:
a.
Click Add. A new row appears.
b. Enter the expected number of interactions per day, the average interaction length, media
type and the compression type (for Voice media).
After you define the expected number of interactions (by adding/deleting rows), you can manipulate the retention value to see how it affects the storage size. When you are finished, click Close. The value in the Calculator is not entered into the Wizard since it is an estimation tool only.
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Viewing Storage Groups and Storage Units

After you define a Storage Group and the units that are in the group, you can view the group details.
TIP: You can update the definition of the Storage Group and/or the Storage Unit by selecting Update Storage Group /Update Storage Unit from the Actions menu. See Modifying Storage Center Parameters on page 672.
If you select a Storage Group name in the Organization Tree, you can view the number of Storage Units defined for the group and the total amount of storage area for the group - based on the size of each unit. A pie chart displays the size of each Storage Unit and the relative percentage of each Storage Unit. In the example below, the Storage Group has three Storage Units with a total storage size of 55 GB.
If you select a Storage Unit name in the Organization Tree, you can view the unit details, including the storage destination, storage size and maximum threshold.
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Procedure 4: Defining an ESM Device

If your site includes an Enterprise Storage Manager (ESM), the Storage Center can store the archived interactions on the ESM Server. When you define an archiving rule, you can define that the interactions will be stored both locally and on the ESM Server. This enables long-term archiving of files.
NOTE: When you define archiving rules (via the Rules Manager), select the Move to ESM checkbox to store the interactions locally and on the ESM Server. This field is located in the Action Parameters tab in the Rules Manager.
The Storage Center works with the following ESM devices:
EMC Centera: See Defining EMC Centera as the ESM Device on page 664. Tivoli: See Defining TSM as the ESM Device on page 667. NetApp Snaplock: See Defining NetApp Snaplock as the ESM Device on page 669.
Defining EMC Centera as the ESM Device

When your site works with the EMC Centera, you must define the IP addresses of the EMC Centera server. You can define IP addresses for a primary EMC Centera and for a secondary EMC Centera server.
Follow these guidelines:
The EMC Centera server can be accessed by four IP addresses, therefore you can define up to four IP addresses for the EMC Centera server. (At a minimum, you must define one IP address.) The Storage Center tries to connect to the EMC Centera server using the first IP address on the list. If the Storage Center fails to connect to the EMC Centera server using this IP address, it tries to connect with the next IP address on the list. In addition, you can define a secondary EMC Centera server with four IP addresses. If the Storage Center failed to connect to the primary EMC Centera with all the IP addresses defined for it, the Storage Center tries to connect to the secondary EMC Centera server using the first IP address defined for it. If the Storage Center fails to connect to the secondary EMC Center server using this IP address, it tries to connect with the next IP address on the list.
To define an ESM for EMC Centera: 1. In the Storage Centers Servers branch, expand the appropriate Storage Center Server name and select the ESM Devices branch.
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2. From the Actions menu, select New ESM Device. The New ESM Device Wizard starts.
4. Enter a name for the device and select EMC Centera.
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Define IP addresses as follows:

a.
In the Primary IP Addresses area, enter an IP address under the Primary IP Addresses area and click . provide additional access nodes to the EMC Centera server. You can change the order of the IP addresses using the up/down arrows.
b. In the Primary IP Addresses area, enter three additional IP addresses if you want to
c.
In the Secondary IP Addresses area, enter up to four IP addresses if you want to provide access to a secondary EMC Centera server (if the Storage Center fails to access the primary EMC Centera server via the defined IP addresses).
6. Click Next. Step 4 appears. Review the definitions.
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7. Click Finish. A message appears reminding you to restart the Storage Center in order to activate the changes. Click OK. 8. Restart the Storage Center.
Defining TSM as the ESM Device

IMPORTANT Verify that the TSM system administrator has installed and configured the TSM Administrator on the TSM server and the TSM Client on the Storage Center machine. See the Storage Center Installation Guide for prerequisites to integrating TSM with Storage Center.
In order to define TSM as an ESM device, you need the TSM Client and Administrator parameters described in Step 5 on page 668 and Step 6 on page 669.
To define an ESM for TSM: 1. In the Storage Centers Servers branch, expand the appropriate Storage Center Server name and select the ESM Device branch. 2. From the Actions menu, select New ESM Device.
The New ESM Definition Wizard starts.
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4. Enter a name for the device and select Tivoli TSM. 5. Click Next. Step 3 appears.
The default client parameters of the Tivoli TSM appear:
DSMI dir path DSMI config path DSMI log path Configuration file path
The directory of the TSM client installation Full path name of the TSM client user option file Error log location for the TSM client Location of the TSM client configuration file
You can modify the parameters as needed by browsing to a different folder/location.

Chapter 27: Configuring Storage Center NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 668
6. Define the TSM details, as follows:
Administrator User Name Administrator Password Client Node User Name Client Node Password
Enter the Administrator login to the TSM server Enter the Administrator password to the TSM server Enter the name of the predefined node Enter the password to the predefined node
Defining NetApp Snaplock as the ESM Device

When your site works with NetApp Snaplock, you must define the IP address of the NetApp server and the location of a directory with Write permissions for the user who runs the Storage Center service.
To define an ESM for NetApp: 1. On the NetApp SnapLock server, create a directory with Write permissions for the user who
runs the Storage Center service.

2. In the Storage Centers Servers branch, expand the appropriate Storage Center Server name and select the ESM Device branch.
Chapter 27: Configuring Storage Center NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 669
3. From the Actions menu, select New ESM Device.
The New ESM Definition Wizard starts.
5. Enter a name for the device and select Netapp Snaplock.
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7. In the Server IP Address area, enter the IP address of the NetApp server. 8. In the Volume area, enter the location of the directory defined in Step 1. 9. Click Next. Step 4 appears.
If you entered an invalid volume in the previous step, a message appears notifying you that the specified location was not found.
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Modifying Storage Center Parameters

You can modify the parameters for each component in your Storage Center server. The appropriate wizard for the selected component appears enabling you to edit parameters as needed.
NOTE: If you modify a storage destination, the files that are already archived to the previous destination are not moved.
To update Storage Center parameters: 1. In the Storage Center Servers branch of the Organization Tree, select the component you want
to modify. The definitions appear in the right pane. In the example below, a Storage Group was selected. The groups parameters appear in the right pane.
2. From the Actions menu, select:
Update Storage Center -orUpdate ESM Device -orUpdate Storage Group -orUpdate Storage Unit. TIP: Some parameters cannot be modified. You must delete the component and then define a new component.
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3. The appropriate wizard appears enabling you to modify parameters, as follows: Select the following branch: A Storage Center Server To view the following parameters: Server name, IP address and number of Archive and Retrieve connections To modify these parameters: Select Update Storage Center. The Update Storage Center Server Definition Wizard appears. See Procedure 1: Defining the Storage Center Server on page 646 Click Update Storage Group. The Update Storage Group Definition Wizard appears. See Procedure 2: Defining Storage Groups on page 651. Click Update Storage Unit. The Update Storage Definition Wizard appears. See Procedure 3: Defining a Storage Unit on page 656. Click Update ESM Device. The Update ESM Definition Wizard appears. See Procedure 4: Defining an ESM Device on page 664.
A Storage Group
The group name. The number of units in the group and the combined size in GB. A retention period for the group.
A Storage Unit
The unit name and type. The storage location. The storage size and maximum threshold. The file type.
An ESM device
TSM client parameters
4. If you modified the Storage Center IP address or connection parameters, restart the Storage
Center server.
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Deleting a Storage Center Component

IMPORTANT You cannot delete a Storage Group if the group is defined in an active storage rule. If you delete a Storage Center server from the Organization tree, you will delete all the definitions for the Storage Center including its ESM and Storage Groups. When you delete a component, its subcomponents are deleted as well.
To delete a Storage Center component: 1. In the Storage Center Servers branch of the Organization Tree, select the component you want
to delete. The definitions appear in the right pane.

2. From the Actions menu, select:
Delete Storage Center -orDelete ESM Device -orDelete Storage Group -orDelete Storage Unit.
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Tracking the Status of your Storage Centers
In the System Monitoring branch of the System Administrator, you can view a list of all the Storage Center servers that were defined. For each Storage Center and all the storage areas defined for the Storage Center, you can view current status information and you can generate a history report of the storage usage. In this branch, you cannot modify definitions.
Contents
Viewing Storage Center Servers .................................................................................676 Viewing the Status of Storage Areas ..........................................................................677
Chapter 28: Tracking the Status of your Storage Centers NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Viewing Storage Center Servers
Viewing Storage Center Servers

In the System Monitoring branch of the System Administrator, you can view a list of all the defined Storage Centers. This list is cumulative and includes Storage Center servers defined in the Primary Data Hub and in Secondary Data Hubs.
To view a list of the Storage Center servers: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the System Monitoring branch, click Storage Center Servers. A list of Storage Center
servers appears with their respective host names/IP address.
4. Double-click a Storage Center server to view its current status, meaning its capacity and the
amount of space currently used. See Viewing the Status of Storage Areas on page 677.
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Viewing the Status of Storage Areas

For each Storage Center, you can view the current status of a Storage Center server, as well as each storage area - meaning the Storage Groups and Storage Units defined for the Storage Center. In addition, you can generate a report displaying the activity within a storage area for a designated period of time (such as one month or one week). You can generate this report for the entire Storage Center, a Storage Group or a specific Storage Unit.
To view the status of a storage area: 1. In the System Monitoring > Storage Center Servers branch, expand the hierarchy to view
a list of all Storage Centers.

2. Expand a Storage Center to view its storage areas. 3. Select a Storage Center or one of its storage areas. The Status window appears.
The Current Status area displays the capacity, used space and free space of the selected storage area. In the example above, a Storage Group was selected. If you selected a Storage Unit in the tree, the Current Status area displays the capacity, used space and free space for the selected unit. If you selected a Storage Group, the Current Status area reflects the combined capacity, used space and free space of all the Storage Units in the group. If you selected a Storage Center, the Current Status area reflects the combined capacity, used space and free space of all the Storage Groups in the Storage Center.
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4. To generate a history report of the capacity in the selected storage area, do the following: a.
From the History Period drop-down list, select the time period for the report. . This task may take several minutes. A report appears displaying the amount of space used in the storage area over the defined time period.
b. Click
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Installing the Media Library
The Media Library organizes the DAT/AIT/MO/DVD archiving media at a site by assigning sequential numbers to these cassettes. The Media Library printer prints labels automatically. These labels provide important archiving information including the date the cassette was first used for archiving, the Logger number (or spare Logger number), slot number, deck number and a sequential archiving number. The Media Library is installed via the Media Library Installation Wizard. After it is installed, it must be configured via the System Administrator.
Contents
Configuring the Media Library Server ........................................................................680 Defining Media Library Printers ..................................................................................682 Deleting a Media Library Definition.............................................................................685
Chapter 29: Installing the Media Library NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Configuring the Media Library Server

After the Media Library is installed in the site, you must define the Media Library in the System Administrator. When defining a Media Library server, you must define the Media Library server name and IP address. After you configure the Media Library server, you must configure the Media Library printer. See Defining Media Library Printers on page 682.
NOTE: If you define a new Media Library server in the System Administrator after archiving already occurred, the Media Library will print up to ten labels after you complete the Media Library definition. For each Logger, the Media Library will print labels for the ten last archived media.
To configure the Media Library: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, expand the site branch. Select the Media Library Servers branch. 4. From the Actions menu, select New Media Library.
The Media Library Server Definition Wizard starts.
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6. Enter a logical name and IP address for the Media Library server. 7. Click Next. Step 3 appears.
8. Check that the values are correct and click Finish.
The new Media Library Server name appears below the Media Library Server branch.
Now, define the Media Library printer. See Defining Media Library Printers on page 682.
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Defining Media Library Printers

You must define the Media Library printers via the System Administrator. All Media Library printers must be defined - whether the printer is local or remote.
IMPORTANT Only one local printer can be defined per Media Library.
When defining a Media Library printer, do the following:
Define the printer name and IP address via the New Printer Definition Wizard. Select the Loggers that will be associated with the printer.
To define a Media Library printer: 1. In the Media Library Servers branch, select the appropriate Media Library Server name. 2. From the Actions menu, select New Printer.
The New Printer Definition Wizard starts.
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4. Define the following printer parameters: a.
Enter a logical name for the printer. address of the printer. Only one local printer can be defined per Media Library.
b. Select whether the printer is Local or Remote. If the printer is remote, enter the IP
c.
Select a printer port, if needed.
d. Select the printer type.
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5. Click Next. Step 3 appears, showing a summary of the printer definitions.
6. Click Finish. The printer name appears below the Media Library Server in the tree.
7. Configure the new Media Library printer by associating Loggers with the printer. The printer
will print labels for the associated Loggers.

a.
Select the Media Library printer in the tree and click the Loggers tab.
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Deleting a Media Library Definition
b. Select the Loggers for which the printer will be printing labels: In the Available Loggers
list box, select the Loggers that you want to associate with the printer. Move the Logger names to the Selected Loggers list box.
TIP: Follow these guidelines: Each Logger should be associated with one printer. If a Logger was already associated with a printer, the Logger name does not appear in the list. If a Logger is not associated with a printer, then a printer label will not be prepared when media is ejected from this Logger and there will not be any mechanism to locate offline media. If a Logger serves as a Playback Logger, it does not have to be associated with a Media Library. c.
Click
Deleting a Media Library Definition

You can delete a Media Library definition from the Organization tree in System Administrator. The Media Library and all its printer definitions will be deleted. Keep in mind that labels will not be printed for any Logger associated with the deleted Media Library server.
To delete a Media Library definition: 1. In the Media Library Servers branch, select the appropriate Media Library Server name.
The definitions appear in the right pane.

2. From the Actions menu, select Delete Media Library. A message appears notifying you that
labels will not be printed for Loggers that are associated with this printer.
3. Click Yes. The server definition is deleted.
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Configuring Playback Organizer (PBO)
Configure the Playback Organizer (PBO) Request Wizard via System Administrator. You can determine the following:
which steps appear in the wizard which rows are enabled which rows are mandatory the expiration time of a request
Contents
Configuring the PBO Request Wizard ........................................................................688 Configuring Advanced Options...................................................................................690 Configure the Approval Process ..............................................................................690 Configure Comment Forms......................................................................................691 Configure Request Expiration ..................................................................................691
Chapter 30: Configuring Playback Organizer (PBO) NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Configuring the PBO Request Wizard

You can configure the Playback Organizer (PBO) Request Wizard via System Administrator. You can determine the following:
which steps appear in the wizard which rows are enabled which rows are mandatory
To configure the PBO Request wizard: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > Applications > Configurations > Playback Organizer.
The Request Wizard window, step 1 appears.
3. Configure step 1 of the Request Wizard: a.
Enable or disable the step by selecting or clearing the Enable this Step checkbox. The default is enabled.
b. Determine if a user can request a hard copy of the playback by selecting Enabled. If you clear the Enable checkbox, the user will not be able to request a hard copy. 4. Click Next.
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The Request Wizard window, step 2 appears.
5. Configure step 2 of the Request Wizard: a.
Enable or disable the step by selecting or clearing the Enable this Step checkbox. The default is enabled. the checkbox, the row is disabled and appears gray.
b. Enable or disable each row by selecting or clearing the Enable checkbox. If you disable c.
If you enabled a row in Step b, for example, 3rd Party Personnel, you can determine if the field is mandatory and must be filled in by the user, by selecting the mandatory checkbox. When you select a row as mandatory, an asterisk (*) appears next to the row name.
NOTE: You can enable a row, but keep it optional by clearing the mandatory checkbox.
6. Click Done. The Request Wizard Configuration is complete.
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Configuring Advanced Options

In addition to configuring the PBO Request wizard, you can also do the following:
Configure the Approval Process Configure Comment Forms Configure Request Expiration
Configure the Approval Process

Determine the approval process flow.
To configure the approval process: 1. Click the Advanced tab.
The following appears:
2. Under Approval Process, Manager/Compliance request approval flow: select the
approval flow you want:
Parallel - both the compliance officer and the manager may receive notification and
approve the request simultaneously.

Sequential - notification and approval is by the manager first, and only afterwards the compliance officer receives notification and can approve the request.
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Configure Comment Forms

Determine whether comment forms appear at the end approval process.
To configure comment forms: 1. Under Completion Comment form, select Enable Completion Comment form. 2. Under Approval Comment form, select Enable Approval Comment form. 3. Under Rejection Comment form, select Enable Rejection Comment form. 4. Click
Configure Request Expiration

Determine the default expiration time of a request. Select the number of days in which a request expires after it was approved.
To determine the default expiration time: 1. Click the Advanced tab. 2. Under Request Expiration, select the number of days a request is valid before it expires.
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Network Management System (NMS) Configuration
The NMS is an optional component. To ensure a robust and reliable system, it is essential to monitor the status of each component in your system. Monitoring can be carried out using an SNMP management tool, which receives up-to-date event messages regarding the performance of each component. NICE Systems provides the NMS (Network Management System) as the recommended SNMP management tool.
Contents
What NMS Does ............................................................................................................694 Defining the NMS via System Administrator..............................................................695 Modifying the NMS Definition......................................................................................699
Chapter 31: Network Management System (NMS) Configuration NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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What NMS Does
What NMS Does

Each time a system event occurs in your system, the component involves sends a trap (SNMP message). Events can be regular occurrences such as a Logger powering up or synchronizing its clock, or a warning message such as network failed or hard disk full. You can monitor the SNMP traps on an NMS. A log file of the NMS traps is created at the end of each day. These log files can be saved and sent by email. The NMS monitors the NICE components in your site. You can have one NMS server in your site, or you can have several NMS servers in your site. Each NMS can have the same or different components sending it traps. Each NMS must be installed and configured separately. The NMS is installed on a dedicated server on the LAN. Following installation of the NMS Server, you must configure the NMS via the System Administrator for the following:
Which servers should be monitored Expiration period of each log file Log email options
Monitoring is defined according to host server name or IP address. When you select a host server to monitor, all of the Agents that are defined on it will be monitored.
EXAMPLE:
The Interactions Center and the applications are installed on host server Server1. The databases are installed on host server Server2. You monitor just Server1. Trap messages for the Interactions Center and the applications will be sent to the SNMP. Trap messages for the databases will not be sent.
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Defining the NMS via System Administrator

Before You Begin
Before you begin this procedure, have the following information ready:
The machine name of the server where the NMS is installed. Which host servers in your system that you want to monitor. When a host server is monitored, all of the Agents that are defined on it are automatically monitored. How long file retention should be for the log files, or the recycling period.
To configure the NMS: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. In the Organization tree, select the Network Management System branch. 3. From the Actions menu, select New NMS. The Network Monitoring System Details appear in
the General tab.
4. In the General tab, complete the following details NMS Name: Use a descriptive name. This name appears in the Organization tree and is used
for identifying the NMS in the System Administrator.

Host Name: The name of the computer where the NMS Server is installed.
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5. Click the Monitored Servers tab.
Click to Expand
All the host servers from all of the sites in your Organization are displayed. Blue rows indicate that the server is being monitored. Gray rows indicate that the server is not being monitored. If you monitor a host server, all of the components that are defined on it will be monitored.
6. To see a list of the components on a host server, click
Scroll to view all resources
TIP: In the Associated Resources list, use the scroll bar to see all the installed servers. 7. To start or stop monitoring a host server, double click its row. -or-
Expand its definition and select/clear its Monitored Server checkbox. .

NOTE: All the Agents defined on the selected server will be monitored 8. To monitor a cluster, expand a host server and then do the following: a.
In the Cluster Configuration area, select Set as cluster server. The Server Name / IP Address fields become active.
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b. In each Server Name / IP Address field, enter the IP address or server name of a cluster
node. You must identify both cluster nodes.
9. Click Save
10. Click the Logging tab. The Logging details appear.
By default, a new log file is started each day at midnight and the old log file is saved for an indefinite period of time. However, you can select to recycle the logs. See Step 11 for recycling instructions, or proceed to Step 12.
11. In the Log Files area, define the recycling period. In the Logging Recycle period field enter
the number of days for recycling. Log files are saved every day at midnight. The default is 0. Zero indicates that log files will not be deleted and it is up to the user to ensure that adequate space is available.
TIP: If you plan to send log files by email, the recycling period cannot be defined as 1. 1 (one) indicates that log files are deleted every night and recycling occurs before the email is sent. Thus the current days log file will be deleted and the log file that is sent will be empty. 12. You can send each days log file to an email address. Log files are sent each day at midnight and are sent in CSV format. To define an email address, in the Log Mail area: a.
Select Automatically send compressed log files at the end of each day.
b. In the SMTP Server field, enter the address of the SMTP server.
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c.
In the e-mail address field, enter an email address.
TIP: You can send an email to verify the SMTP server and email address. To send an email, do the following: Click Check e-mail. The email message is sent. Verify with the recipient that it was received. 13. Click Save
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Modifying the NMS Definition
Modifying the NMS Definition

You can modify the NMS definition using similar procedures as when you defined it.
To modify the NMS definition: 1. In the Organization tree, select the Network Management System branch. Then, select the
NMS Server that you want to modify.

2. Modify the relevant fields. For details of available parameters, see Defining the NMS via
System Administrator on page 695.

3. Click Save
Deleting the NMS Definition

WARNING Deleting a Component definition without uninstalling the component can cause your NICE system to malfunction.
Uninstalling the NMS does not automatically remove its definition from your site. You must delete the NMSs definition using the System Administrator. It is recommended that you do this procedure before uninstalling the NMS so that you do not temporarily leave invalid paths in your site configuration.
To delete an NMS definition: 1. In the Organization tree, select the Network Management System branch. Then, select the
NMS Server that you want to delete.

2. From the Actions menu, select Delete or click Delete
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Defining VoIP Recording Gateway (VRG)
The VoIP Recording Gateway (VRG) is an advanced system that filters and captures VoIP traffic from the network and transmits it to one or more active recording NICE VoIP Loggers. The VoIP Recording Gateway is designed to be deployed in remote branches and data centers where interactions are to be recorded. Using SIP technology, the VRG functions as a router, Forwarding Device (FD), or Media Provider Controller (MPC), and forwards interactions to NICE VoIP Loggers that are physically located at one or more central locations. This chapter describes how to configure the VRG in System Administrator.
NOTE:
Each VRG unit must be defined in System Administrator. Though the VRG can be configured regardless of whether it is online or offline, VRG definitions can only be updated when it is online.
Contents
Guidelines for Defining VRG Ports .............................................................................702 Where are the VRG Definitions Saved?......................................................................703 General VRG Configuration Options ..........................................................................704 Defining a New VRG .....................................................................................................706 Reviewing VRG Status .................................................................................................722
Chapter 32: Defining VoIP Recording Gateway (VRG) NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
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Guidelines for Defining VRG Ports
Guidelines for Defining VRG Ports

You must define the VRG Input and Output ports in System Administrator exactly as they are physically connected. Use the following picture and information to identify your physical connections.
2 Output/Control Ports 4 Pairs of Copper Input Ports
Pair #1
Pair #2
Pair #3
Pair #4
4 Pairs of Fiber Input Ports
VRG Input Ports
On each VRG, there are 8 Input ports, in 4 pairs. The pairs of input ports are numbered 1 - 4 (from left to right). The input ports in each pair are designated as A and B. Each pair of input ports can have either a copper interface (each pair of ports are positioned one above the other) or a fiber interface (each pair of ports are positioned side-by-side). Although there are 16 input ports on the VRG, only a maximum of 8 (4 pairs of 2) ports can be utilized by the VRG. The input ports are identified as follows:
1A and 1B 2A and 2B 3A and 3B 4A and 4B
Copper interfaces support both Mirroring and Tapping connectivity modes. The Tapping mode requires pairs of input ports. Thus in Tapping mode, you can have up to 4 pairs of input ports. Mirroring mode allows up to 8 separate input ports. The connection speed can be 10, 100, or 1000 Mbps. Fiber interfaces support only mirroring connectivity. Mirroring mode allows up to 8 separate input ports. The connection speed is fixed at 1000 Mbps. The following table summarizes the possible connectivity modes of a VRG.
Speed Copper Interface Fiber Interface Maximum effective Input Traffic 10/100/1000 Mbps 1000 Mbps 8 - 10/100/1000 Mbps links 4 - Full Duplex 10/100/1000 Mbps links Mirroring Mode Tapping Mode
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Where are the VRG Definitions Saved?
VRG Output/Control Ports
The VRG has 2 Output ports, numbered 1 and 2. When both output ports are enabled, you define an Output Policy. Output Policy can be Teaming or Both as follows:
Teaming (Output Redundancy) - output is sent to one output port. The second output port is used as a backup if the physical connection to the main one fails. You do not specify which output port to use as the main output port. Both (Packet Duplication) - all output is sent to both output ports.
Example: Redundancy or Resiliency

NOTE: When both ports are used for transferring data (Both), network bandwidth is doubled. This could slow down system operation.
When one output port is enabled, the Output Policy is defined as Single. You do not define Advanced parameters. One of the output ports acts as a Control port. This is in addition to its output port functions. The control port communicates with remote machines, such as the SSH, Telnet, NTP servers, DNS servers, System Administrator, MPCM (FLM), Registrars, Proxies, Loggers, and NMS. The control port always operates in Teaming mode, regardless of the Output Policy.
Where are the VRG Definitions Saved?

IMPORTANT The following information is for the purpose of determining the correct parameters for the VRG definition. To install and connect a VRG, refer to the VoIP Recording Gateway Installation Guide.
VRG definitions are saved in two locations:
On the VRG In the NICE Perform System Administrator database On the VRG, using the CLI (Command Line Interface) In the NICE Perform System Administrator application
Likewise, VRG definitions can be modified in two places/ways.
This section deals only with procedures for using the System Administrator. However, it is important to be aware that some of the settings can be changed directly on the VRG.
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General VRG Configuration Options

To ensure that you have access to up-to-minute information, and to give you flexibility when creating VRG definitions, the System Administrator provides configuration options.
Upload Configuration to VRG Download Configuration from VRG
Restart VRG
NOTE: The VRG configuration options are only available when the VRG is online.
Upload Configuration to VRG
Copies and updates information from the System Administrator to the VRG. Use this option when you have completed changing the VRG definition in the System Administrator. Upload Configuration to VRG overwrites information on the VRG. For these changes to take affect, restart the VRG. This option automatically saves the changes to the System Administrator database.
Download Configuration from VRG
Retrieves and copies the current VRG settings to the System Administrator. Download Configuration from VRG overwrites the currently displayed information in the System Administrator. Use this option before editing default definitions, or to set the System Administrator to the VRGs settings. This option will not save this information to the System Administrator database; only displayed content is updated. To update the System Administrator database, click Save.
Restart VRG
Restarts the VRG process and enables changes in the VRG. Use this option after using the Upload Configuration to VRG option. This is not the same as restarting the VRG machine. The VRG machine can only be restarted directly from the VRG.
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Save
Saves the displayed information to the System Administrator database. Save does not update the VRG.
How to Use VRG Configuration Options in the Best Way Possible
Before you are ready to apply new settings to the VRG, you can create new VRG definitions in the System Administrator according to the following sequence:
1. Open an existing VRG definition or create a new one. 2. Verify that the VRG is online, and click Download Configuration from VRG.
The current VRG settings will appear in the System Administrator.

3. In the System Administrator, edit VRG definitions. 4. To save the temporary definition in the System Administrator database, click Save.
Do not click Upload Configuration to VRG!

5. Continue editing VRG definitions, clicking Save as necessary.
Do not click Download Configuration from VRG again!

6. At any time, if you want to delete the edited definitions, if the VRG is online, click Download Configuration from VRG.
The original VRG settings will redisplay.

7. When ready to apply new definitions to the VRG, if the VRG is online, click Upload Configuration to VRG. 8. Restart the VRG.
The new definitions are applied to the VRG.
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Defining a New VRG
Defining a New VRG

Defining a new VRG involves defining its interface, input and output ports according to the configuration mode, and final VRG settings.
To define a new VRG: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, expand the site and select VoIP Recording Gateway. Then from the Actions menu, select New VRG.
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Defining a New VRG
The Details tab appears.
When Set as Cluster is selected, you must enter the clusters public IP address and the VRG units private IP address
4. Complete VRG Details as described below:
Name - Define a name for the VRG. This name is used to identify the VRG in the System
Administrator. Use a logical name.

IP Address/Host Name or Public IP Address/Host Name -
If the current VRG is not part of a redundancy cluster, enter the IP address of the VRG.
-or-
If the current VRG is part of a redundancy cluster, enter the clusters public IP address. Entering the clusters public IP address ensures that NICE Perform will interface with the cluster only, and any switching that may occur between active and standby VRG units will be transparent. Regardless of whether or not the current VRG is part of a cluster, this is the IP address that is defined during initial VRG installation.
Description (Optional) - Enter a description of the physical location of the VRG. Though
this is not a required field, this information is useful to other personnel.

Set as Cluster (Optional) - If the current VRG is part of a redundancy cluster, regardless
of whether the current VRG is intended to function as an active or standby unit, select Set as Cluster. Selecting this option will include the current VRG in the redundancy cluster.
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Defining a New VRG
Private IP Address/Host Name (A/B) - Regardless of whether the current VRG is
intended to function as an active or standby unit, if the current VRG is part of a redundancy cluster, enter the private IP address/host name of the current VRG.
TIP: When the current VRG is not part of a redundancy cluster and therefore, the Redundant VRG option is cleared, the Private IP Address/Host Name field is disabled. 5. Click Save
. VRG Status and Configuration parameters are updated. to
If the VRG is currently online, the VRG Status changes from .

6. Click the I/O Ports tab.
In the I/O Ports tab, you configure the input and output ports. When configuring the VRG for the first time, default values appear. For information on defining VRG input/output ports, see Guidelines for Defining VRG Ports on page 702.
7. Define Input Ports as described below. a.
Double-click an input port.

-or-
Select an input port and click
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Defining a New VRG
The Input Port Configuration window for that port appears.
b. Define input port parameters as described below:
Enabled Media Type Speed (Copper only)
Select to activate the Input Port Configuration fields. Select Copper or Fiber. Select 10, 100, or 1000 Mbps according to the Ethernet links of the customers infrastructure. Note: The VRG and the network switch do not support negotiation. This Speed value must be configured to match the network switchs speed.
Connectivity Mode
Select Mirroring, Tapping, or Concatenating. If you select Tapping, the input ports mate is forced to adopt the same configuration settings.
External fiber tapping If your site uses an external fiber tapping unit, select this option. unit (Fiber only)
c.
Click
8. To define additional input ports, repeat Step 7. 9. In the Output Ports area, select one or both output ports. If both output ports are selected, from the Output Policy drop-down menu, select Teaming or Both.
709
Defining a New VRG
10. Click the System tab.
In the System tab, you can define the following parameters:
Alarming
Trap Destination IP Addresses Read Only (RO) Community Names Read Write (RW) Community Names
System Settings
DNS Servers IP Addresses NTP Servers
Services NOTE: The Services default values provide the most secure configuration. Default values are as follows:
SSH (Secure Shell): Enabled Telnet (remote connections): Disabled NTP: Disabled Firewall: Enabled
710
Defining a New VRG
11. Define System parameters as described below.
To add a new parameter, click Add parameter.
and in the relevant window, define the new
To edit a parameter, select the parameter you need to edit, click Edit relevant window edit the parameter.
, and in the
To delete a parameter, select the parameter you need to delete, and click Remove
12. Select Services as necessary. 13. Click the SIP tab.
a.
In the SIP Identification area, enter the Device Name and Domain according to the following guidelines:
The Domain is the VRG IP address or host name as configured on a DNS server. Use only alphabetic characters, numerical characters, or the underscore symbol. Do not use spaces, special characters, or begin the Device Name with a numerical character.
The Device Name and Domain become the URI identification.

EXAMPLE:
Device name is abc and Domain is 123.100.100.10. The URI identification becomes abc@123.100.100.10.
b. In the Media Provider Controller Managers (MPCMs) area, define a new SIP Media Provider Controller Manager (MPCM), by clicking Add
The MPCM window appears.
711
Defining a New VRG
c.
Enter the MPCM URI specifying 5062 as its SIP port value. The URI syntax is as follows: MPCM Name@IP Address:Port Number Example: MPCM@1.2.3.4:5062
d. Click OK.
The MPCM URI appears in the Media Provider Controllers (MPCM) area.
TIP:
To edit the MPCM URI, use the Edit To delete an MPCM, use the Remove
option. option.
14. Click the Advanced tab.
The Advanced options are optional, and are only required for certain sites.
15. Expand Log Settings.
Log Settings are for debugging purposes only.
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Defining a New VRG
WARNING Do not use Extensive Debug or Debug! Do not select Packet Processor Core! These log levels generate very detailed log levels and must only be used by authorized personnel or NICE Customer Services. 16. Expand Pre-Filters.
The RTP Payloads and Subnets areas appear. The number of pre-filters that can you can define per VRG unit, corresponds to the number of defined RTP Payload types for that unit. The greater the number of defined RTP Payload types, the less the number of pre-filters that can be defined. The following table lists the maximum number of pre-filters per payload that can be defined for one VRG unit.
For this number of RTP Payloads... You can define up to this number of Pre-Filters...
1 2 3 4 5 a.
50 25 16 12 10
Select or clear the required RTP Payloads.
713
Defining a New VRG
b. To define a Custom RTP Payload, select the Custom checkbox. In the open field, enter
the code number of the custom compression type. To enter multiple compression types, separate each code number with a comma (,).
NOTE: To use the Custom option, you must be familiar with the code number of the compression type you need to add. Example:
c.
To add/edit/delete Pre-Filters, in the Subnets area, use the Add

Remove
, Edit
, and
options.
17. Expand SIP Infrastructure.
The SIP Infrastructure options are only relevant to sites with SIP infrastructure! Define parameters as described below:
Enter the IP address or host name of your SIP proxy. SIP Proxy IP Address/Host Name
Port Transport SIP Registrars
Keep the default port unless instructed otherwise. Keep the default value.
To add a new SIP Registrar, click Add and in the SIP Registrar window define the new SIP Registrars URI and IP address. To edit a SIP Registrar URI or IP address, select the SIP Registrar you need to edit, click Edit Registrar window, edit values. , and in the SIP
To delete a SIP Registrar, select the name you need to delete, and click Remove .
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Defining a New VRG
18. Expand Timings.
Warning: Timings include high-level functions and must only be edited by authorized personnel! Define parameters as described below:
SIP Timing Parameters Retransmission T1 (mSec) Determines several timers as
defined in RFC3261. Used for SIP communication for the MPCM during the Logger capture process. Default value: 2500
MPCM Keep Alive Period (Sec) Defined time interval
after which the MPCM sends keep alive messages. Default value: 60
MPCM Session Renewal Period (Sec) Frequency with which the VRG tries to re-establish a session, in the event that the MPCM session is disconnected.
Default value: 60
715
Defining a New VRG
Redundancy Timing Parameters
Retransmission T1 (mSec) Determines several timers as
defined in RFC3261. Used for SIP internal communication between two (2) VRGs in a redundancy pair. Default value: 100
Retransmission T2 (mSec) Maximum retransmission interval as defined in RFC3261. Used for SIP internal communication between two (2) VRGs in a redundancy pair.
Default value: 400

Keep Alive Timing (Sec) Frequency with which the redundant VRG sends keep alive messages.
Default value: 2 Important: If your site is configured for interaction-based recording, define the Keep Alive Timing value as 2. See Tips for Configuring Interaction-Based Recording with VRG Redundancy on page 718.
Session timing (Sec) Frequency with which the
redundant VRG tries to connect to the primary VRG (when disconnected). Default value: 20
Reporting Timing Parameters
Discovery Period (Sec) Maximum time period that
passes before the VRG reports a discovery of a new media source. Default value: 5
Drop Period (Sec) Maximum time period that passes
before the VRG reports a drop - when a media source is not recognized. Default value: 600
System Timing Parameters
System Delay on Boot (Sec) - Startup time delay, during
which the remote network switch performs a loop check, before enabling the port. Default value: 90
WD Reset Period - Maximum time period after which a watchdog mechanism resets the system after a severe error occurs.
Default value: 16
716
Defining a New VRG
19. Expand Session Border Controller (SBC).
If SBC redundancy is implemented at your site, select RFC 2003.
20. Click Save
The new VRG definition is saved to the System Administrators database.

21. If the VRG is online, click Upload Configuration to VRG
. When this is completed,
restart the VRG.

TIP:
Upload Configuration from VRG uploads the current VRG settings to the System Administrator. This will overwrite any changes made in System Administrator. Download Configuration to VRG overwrites current VRG settings with the settings you created in the System Administrator.
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Defining a New VRG
Tips for Configuring Interaction-Based Recording with VRG Redundancy

When your site is configured for Interaction-based Recording and VRG redundancy, the time definition for the Check for Audio Delay CLS parameter must be at least 3 times the time definition of the Keep Alive Timing (Sec) VRG parameter. This section describes how to configure these two parameters so that VRG redundancy operation will work smoothly.
Configuring the Keep Alive Timing VRG Parameter To configure the Keep Alive Timing VRG parameter: 1. In the Organization tree, expand the site and select VoIP Recording Gateway. Then select
one of the VRG units in the cluster.
718
Defining a New VRG
2. Click the Advanced tab. Then expand the Timings row.
Define Keep Alive Timing as 2 seconds
3. Using the arrows, define Keep Alive Timing (Sec) as 2. 4. Click Save
5. To configure the second VRG unit in the cluster, repeat steps 1-4. 6. Proceed to Configuring the Check for Audio Delay CLS Parameter on page 720.
719
Defining a New VRG
Configuring the Check for Audio Delay CLS Parameter To configure the Check for Audio Delay CLS parameter: 1. In the Organization tree, expand the site and select CLS Definitions, CLS Servers. Then
select your CLS Server.
The CLS Details appear.

2. Click the Configuration tab.
The CLS Configuration rows appear.
3. Expand the RCM row and double-click Check for Audio Delay.
The Parameter Value window appears.
4. Enter 6000 and click OK.
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Defining a New VRG
Since you defined Check for Audio Delay as 6000 milliseconds and Keep Alive Timing as 2 seconds, the time value for Check for Audio Delay is now 3 times the time value for Keep Alive Timing. These values will ensure smooth system operation in the event of a VRG failover.
5. Click Save
721
Reviewing VRG Status
Reviewing VRG Status

To review your VRG status:
In the Organization tree, expand the site and the VoIP Recording Gateway (VRG) branch. Then select your VRG. The Details tab appears displaying the current status details of the selected VRG.
The Configuration Status area shows the last time the following operations were performed:
When the VRG is online, every few seconds, status information is updated automatically, directly from the VRG. When the VRG is offline, the status details do not display values at all.
722
Deleting a Defined VRG Unit
Deleting a Defined VRG Unit

This section describes how to remove a defined VRG in the System Administrator.
NOTE:
Removing a defined VRG in System Administrator will not erase the actual VRG configuration on the VRG unit. If your site is configured for VRG redundancy, and you need to upgrade your site environment from NICE Perform Release 3.1 to 3.2, in System Administrator, you must delete and redefine the VRG units. This is due to the fact that redundancy operates differently in NICE Perform Release 3.2.
To delete a defined VRG unit in the System Administrator: 1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.
3. In the Organization tree, expand the site and select VoIP Recording Gateway. 4. Right-click the VRG unit you need to delete and select Delete VRG. -or-
Select the VRG unit you need to delete and from the Actions menu select Delete VRG.
5. Click Save
723
33
Interfacing NICE Perform with Microsoft Active Directory
NICE Perform supports Active Directory Authentication utilizing Microsoft Active Directory. Active Directory authentication enables users to log in to NICE Perform applications using their Windows login name and password. Separate login names and passwords for NICE Perform are not required. You can also define your environment for Single Sign-On, which enables users to open NICE Perform applications without re-entering their Windows login name and password. To use Active Directory authentication, each user must be defined in a Trusted Domain.
WARNING Changing your environment to Active Directory is a one-time process and is irreversible. Pay attention to all details because certain steps are irreversible!
For more information see the NICE Perform Integration with MS Active Directory Guide.
Contents
Active Directory in your NICE Perform System .........................................................726 Prerequisites for Active Directory Authentication ....................................................728 Confirming the Existence of Trusted Domains..........................................................729 Switching to Active Directory......................................................................................732 About the SuperUser....................................................................................................737 Adding a Domain to Active Directory .........................................................................739 Removing a Domain from Active Directory................................................................740 Determining if Users are defined in a Domain ...........................................................741 Validating Users in Active Directory ...........................................................................742 Disabling Validation Messages in the Users Administrator .....................................743 Uploading a User Database .........................................................................................744 Troubleshooting Active Directory in your NICE Perform System............................745 Common Active Directory Acronyms .........................................................................747
Chapter 33: Interfacing NICE Perform with Microsoft Active Directory NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 725
Active Directory in your NICE Perform System

System users have permission to log in to NICE Perform Applications Suite. They must be authenticated at the time of login. NICE Perform supports two modes for authenticating system users:
NICE Proprietary Authentication - This is the default mode. Each system user is defined and authenticated in NICE Perform using a unique login name and password that is separate from the users Windows user name and password. Active Directory Authentication - NICE Perform uses the system users Windows User
Name and Domain for authentication. Each system user must be defined in the Active Directory. System Users can be added to NICE Perform either via the Users Administrator or an Import process. In an Active Directory Authentication environment, you do not define a separate login name and password in NICE Perform since the users Windows User Name and Domain are used for authentication. Users who are not defined in a Trusted Domain, will not be able to log in to NICE Perform applications. Password policies are defined in Active Directory, then applied to NICE Perform system users. Interfacing with Active Directory affects only the authentication phase. Authorization, or permission to access applications and resources, is still provided according to the NICE Perform proprietary profiles system, which is managed via the Users Administrator. NICE Perform supports Single Sign-On. This means that when a user logs in to Windows with their Windows login, they do not need to log in again to the NICE Perform applications. When the user clicks the NICE Perform icon on their desktop, the NICE Perform Applications Suite automatically opens with the applications for which they have privileges. Users can easily switch between NICE Perform and other applications without having to constantly reenter their login name and password. This is an optional feature that when selected, applies to all users, across all sites. The Active Directory is usually defined before users are defined in your system. However, the conversion to Active Directory verifies the existing users for unique user names in each domain. Users who are not properly defined will not be able to log in to NICE Perform applications. Their user definitions will remain in the NICE Perform system. For more information, See Validating Users in Active Directory on page 742.
Background Information about Active Directory

Validation of users and domains is done through LDAP (Lightweight Directory Access Protocol), and therefore requires LDAP service listening on the default port (389). The default port is required to avoid specific LDAP server bound, thus allowing clients to select the most appropriate LDAP server. In this configuration, if a specific LDAP server crashes, the client automatically locates an alternate LDAP server. NICE Perform uses Global Catalog queries (where available) to improve performance of LDAP queries and to reduce network traffic.
Chapter 33: Interfacing NICE Perform with Microsoft Active Directory NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
726
NICE Perform detects a Trusted Domain automatically when the Applications Server is associated with the Trusted Domain. This automatic detection is done through LDAP queries which extract the trusted available domains in the current Active Directory Forest. The Microsoft Windows Server 2003 and 2008 operating systems implement a default set of authentication protocols, including Negotiate, Kerberos, NTLM, Schannel (secure channel), and Digest, as part of an extensible architecture. These protocols enable authentication of users, computers, and services. The authentication process, in turn, enables authorized users and services to access resources in a secure manner. Active Directory is required for default NTLM and Kerberos implementations. NICE Perform authenticates its users using the SSPI (Security Support Provider Interface). SSPI in Windows Server 2003 and 2008 provides a mechanism that carries authentication tokens over the existing protocol, eliminating the need for communicating parties to specify a network protocol for use during authentication. When two parties need to be authenticated so that they can communicate, the requests for authentication are routed to the SSPI, which completes the authentication process, regardless of the network protocol currently in use. For more information, see the NICE Perform Integration with MS Active Directory Guide.
727
Prerequisites for Active Directory Authentication
Prerequisites for Active Directory Authentication

The following prerequisites are required for NICE Perform to interface with Active Directory:
Microsoft Windows 2003/2008 Server Active Directory CLDAP service listening on UDP port 389 and accessible anonymously from the NICE Perform Applications Server.
Note: CLDAP is required for auto detection of domains. If anonymous binding is not allowed,
you can manually add a domain if needed. See Adding a Domain to Active Directory on page 739.
LDAP service locator (used to detect available LDAP servers) All relevant domains must be Trusted Domains (bidirectional trusts within a single Forest or multiple Forests)
Note: If you have only one-way trust, where the server domain trusts the client domains but
the client domains do not trust the server domain, a warning message appears during new user creation and validation in the Users Administration. You can optionally block warning message from appearing, see Disabling Validation Messages in the Users Administrator on page 743.
All NICE Perform Applications Servers must be in Trusted Domains A dedicated Active Directory Administrative user must be mapped to the NICE Superuser for administrative operation in NICE Perform. It is recommended to set the value for Password never expires to true. For more information, see About the SuperUser on page 737.
NOTE: Relevant domains are domains that host NICE Perform Applications Servers and domains that host users for the NICE Perform applications.
728
Confirming the Existence of Trusted Domains

NICE Perform is able to detect Trusted Domains automatically, once the Applications Server is associated to a Trusted Domain. Use the Auto Detection feature to confirm the existence of all Trusted Domains. Verifying all Trusted Domains before you switch your system to Active Directory will eliminate unnecessary errors in your system. The Users Administrator and System Administrator applications provide the same interface for domain detection, making this procedure simple.
IMPORTANT Only Trusted Domains are detected, and you can only work with Trusted Domains, within or outside the current Forest.
To confirm existence of Trusted Domains: 1. In the System Administrator application, select the Active Directory branch and then click the Domains tab.
-or-
In the Users Administrator application, select the Organization branch and then click the Domains tab.
2. In the Domains area, click Auto Detection.
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NICE Perform runs an LDAP query to retrieve the list of available Trusted Domains detected in the entire Active Directory environment.
The Status column displays the Domain status. If a DNS name is not detected, an X appears in the Status column for that domain. A missing DNS Name indicates a domain that could not be detected. Trust was not properly established. DNS names are used for display purposes only, not for establishing authentication. All domains must have a NetBIOS Name!
3. If a NetBIOS Name is missing, enter it manually. If a NetBIOS name is missing, users in that
domain will not be able to login. Use the following guidelines:
NetBIOS Names are generally similar to the domains DNS name, but can be also be completely different. Example: A domains DNS name can be nice.com and its NetBIOS name NICE_SYSTEMS.
Maximum length is 15 characters Spaces are not allowed All alphanumeric characters are valid except for the following special characters:
\/:*?;|
IMPORTANT If a NetBIOS Name is missing, users in that domain will not be able to login, since as part of the login process, Active Directory uses a combination of the users username and NetBios domain name to establish authentication. 4. To add a Domain: a.
Click Add. A new row is added to the list of Configured Domains.
b. In the new row, enter the NetBIOS Name following the guidelines in Step 3.
c.
Enter the DNS Name. If you do not enter a DNS name the new domain will not be saved. Long DNS names will be truncated in the Login window.
d. Click Save. 5. To remove a specific domain from the Available Domains list: a.
Disassociate all users from the Domain.
b. In the Domains area, select the Domain and click Delete. 6. To select the preferred display name for Domains, in the Settings area, select the required
format. The selected format appears where Domain association is applicable, e.g. Login window, Users Administrator application, etc.
731
Switching to Active Directory

You configure your site for Active Directory in the Active Directory branch of the System Administrator. By default, your site is configured for NICE Proprietary Authentication. This procedure is for switching to Active Directory authentication only. At the end of this procedure you will be required to restart all servers. All browser windows must be closed and reopened.
WARNING Once a site is configured for Active Directory authentication, it cannot be switched back to NICE Proprietary Authentication.
To Switch to Active Directory Mode: 1. Verify the following: a.
All prerequisites have been met. See Prerequisites for Active Directory Authentication on page 728. Multi Data Hub environment, all Applications Serves must be associated with one of the Trusted Domains.
b. Verify that the Applications Server is associated with one of the Trusted Domains. In a
c.
If you already have System Users defined in your NICE Perform system, confirm that their Windows Users Names and Domains are properly defined on Active Directory and that they are unique for each user. Users not properly defined will not be able to log in to NICE Perform.
d. Define an Administrative User in the Active Directory. You do not define this user in NICE Perform. This user will replace the existing NICE Superuser (the nice user). For
more information, see About the SuperUser on page 737.

e.
Verify the current Trusted Domain. See Confirming the Existence of Trusted Domains on page 729.
2. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
3. In the Organization tree, select Active Directory.
732
4. In the General tab, click Switch. The Active Directory Wizard starts.
5. Click Next. The Prerequisites step appears.
6. Click Next. All user names and domains for those users already defined in NICE Perform are
verified for uniqueness. Each user name must be unique in its domain (duplicate user names are allowed on different domains). If a duplicate is found, an error message appears and the procedure is stopped. User names and domains are not verified against Active Directory. To verify individual users, see Validating Users in Active Directory on page 742.
7. If the Wizard does not pass this step, click Cancel and use the Users Administrator application
to make adjustments. Then start the Wizard again.
733
The Domains Configuration window appears.
8. If you do not see the correct Domains listed in the Domains Configuration window, click Cancel and see Troubleshooting Active Directory in your NICE Perform System
on page 745.
9. Click Next. The Superuser Settings window appears.
See note box on next page!
10. A new user should have been previously defined in Active Directory as an administrative user.
This will be the User Name you use to log in to NICE Perform as the Superuser. Enter this users Windows User Name and select the Domain. For more information, see About the SuperUser on page 737. See note box below.
734
For example, if you created a user called Super, then enter Super in the Windows User Name field.
NOTE: This user cannot be deleted from the system at any time! Use a dedicated Domain user for the Superuser role. Only valid Windows User Name and Domain are accepted in this step. For a multi-site installation, this user will be used for all sites. 11. Then click Next.
The General Settings window appears.
12. If you are defining Single Sign-On, select the checkbox to activate this option. (This option
can be added or removed at a later time.)
735
14. Click Finish. 15. Restart all servers! All browser windows must be closed and reopened! Active Directory interface is complete! You can now log in to the NICE Perform Applications
Suite as follows:
If you selected Single Sign-On, log in to Windows and then open NICE Perform applications. You will not need to log in again.
-or-
If you did not select Single Sign-On, log in to Windows and then open NICE Perform applications. The NICE Perform Login window appears. Log in using your Windows User Name and password, and select your Domain. This is the same user name you entered in Step 10 on page 734.
736
About the SuperUser
About the SuperUser

Your NICE Perform system is installed with several predefined users. One of these users is call Mandatory Superuser and is defined as a system user and cannot be removed from your system. This user has one profile attached directly to it, the predefined profile called Superuser, which allocates complete privileges to the entire system, all its users, and all its resources. Superuser cannot be removed from the Mandatory Superuser. A user logging into the system as Superuser has complete access to the entire system, all its users, and all its resources. This user should only be used by the highest level administrator. To use Active Directory, you are required to create an administrative user in the Active Directory. This user will be linked to the Mandatory Superuser in the NICE Perform system. After interfacing Active Directory with your NICE Perform system, the Mandatory Superuser definition in NICE Perform will be updated with the User Name and domain you defined for the Superuser. This is the only user record that will be updated from the Active Directory. All other user records are just matched against the Active Directory for verification. Log in to Windows as the user defined in Step 10 of Switching to Active Directory on page 732. You will automatically be logged in to NICE Perform as the Mandatory Superuser.
Domain added to NICE Superuser
737
About the SuperUser
Changing the Active Directory SuperUser

If you need to change the Superuser for the Active Directory, first confirm that the new user is defined in the Active Directory as an administrative user. For more information, see About the SuperUser on page 737.
To change the Active Directory Superuser: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select Active Directory. 3. In the General tab, change the Windows User Name and Domain for the new SuperUser.
4. Click Save
738
Adding a Domain to Active Directory
Adding a Domain to Active Directory

If you add a domain to your Active Directory, it is necessary to add it to the Active Directory definition in the System Administrator for it to be recognized by NICE Perform.
To add a domain: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select Active Directory. 3. Click the Domains tab. Then click Auto Detection.
4. If the domain does not appear, click Add.
A new row is added to the list of Configured Domains.

5. In the new row, enter the NetBIOS Name and the DNS Name using these guidelines:
If a DNS Name is missing, the new domain will not be saved. If a NetBIOS Name is missing, users in that domain will not be able to login, since as part of the login process, Active Directory uses a combination of the users username and NetBios domain name to establish authentication.
NetBIOS Names are generally similar to the domains DNS Name, but can be also be completely different.
Example: A domains DNS name can be nice.com and its NetBIOS name NICE_SYSTEMS.
Maximum length is 15 characters Spaces are not allowed All alphanumeric characters are valid except for the following special characters:
\/:*?;|
6. Click Save.
Removing a Domain from Active Directory
Removing a Domain from Active Directory

If you remove a domain from your Active Directory, you can remove it from your Active Directory definition in the System Administrator. You cannot remove a domain from Active Directory as long as there are users defined in it. To verify if there are NICE Perform users defined in the domain, see Determining if Users are defined in a Domain on page 741.
To remove a domain: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select Active Directory. 3. Click the Domains tab. Select the domain and then click Delete.
740
Determining if Users are defined in a Domain
Determining if Users are defined in a Domain

To locate users defined in a domain: 1. From the Accessories menu, select Users Administrator. In the Organization tree, click the All Users branch.
Click to sort
2. In the Group Members list, double-click the Domain heading to sort the list according to
domains.
3. Scroll the list to view users in a domain. 4. If you are deleting a domain definition in the System Administrator, double-click any users
who are defined in the domain you are deletion and edit their definition to change their domain.
741
Validating Users in Active Directory
Validating Users in Active Directory

For a system user to be able to use NICE Perform applications, they must be defined in two places:
Active Directory NICE Perform
The link between these two is according to domain and Windows User Name. These must be unique for each user. (Duplicate Windows User Names are allowed if they are in different domains.) A user, defined in NICE Perform that is not in Active Directory, cannot log in to NICE Perform. A user, defined in Active Directory and not in NICE Perform, cannot log in to NICE Perform. You can check, via the Users Administrator, if a user who is defined in NICE Perform is defined in Active Directory using the Validate feature. The Validate feature will not create a user definition in Active Directory. It will only confirm whether the selected users identification is valid. An invalid user definition indicates that the Windows User Name/domain combination defined in the Users Administrator is not found in Active Directory.
To validate user identification: 1. From the Accessories menu, select Users Administrator. In the Organization tree, click the All Users branch. 2. Select one or more users and click Validate.
Invalid User Valid User
The validation results are shown only while this view is displayed. If you switch views (open a user definition) and return to this view, the validation results will not appear.
TIP: If you have only one-way trust, where the server domain trusts the client domains but the client domains do not trust the server domain, a message appears each time you validate users. To block this message, see Disabling Validation Messages in the Users Administrator on page 743.
742
Disabling Validation Messages in the Users Administrator
Disabling Validation Messages in the Users Administrator

When you add a new user using the New User wizard in the Users Administrator application, the wizard automatically validates the user in the Active Directory. If you have only one-way trust, where the server domain trusts the client domains but the client domains do not trust the server domain, a message appears each time you create a new user and also during user validation in the Users Administration as shown below.
You can optionally block these messages from appearing using the following procedure. This can be done from the System Administrator or from within the Users Administrator application. Note that even if a user passes validation, this does not guarantee that the user will be able to log in to NICE Perform.
To disable automatic User validation: 1. In the System Administrator: a.
Verify that you are in Technician mode: From the Settings menu, select Technician Mode. Continue with Step 3.
b. In the Organization tree, select Active Directory. Then select the Domains tab. c. -or2. In the Users Administrator: a.
Select the Organization branch. Then select the Domains tab.
b. Continue with Step 3.
743
Uploading a User Database System Administrator Users Administrator
Clear this checkbox
3. Clear the Automatically validate new users in Active Directory authentication mode
checkbox.
4. Click Save.
Uploading a User Database

NICE Perform provides a user upload component, the Import and Export Utility, which enables you to import a batch file of user and group definitions from a predefined XML or CSV file. This utility also enables multiple runs to append additional users as needed. For more information see the Import and Export Utility Guide.
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Troubleshooting Active Directory in your NICE Perform System

Following are some common problems you might encounter and possible solutions.
Scenario Login error: Incoming channel is not secure Possible Cause Solution a. Open the IIS window. b. Navigate to NiceApplications > SecureLogin and open the Properties window for SecureLogin. c. Select the Directory Security tab. d. In the Authentication and access control area, click Edit. e. Clear the Enable anonymous access checkbox. f. Select the Integrated Windows authentication checkbox. Confirm that the NICE Perform Applications Server is residing in a Trusted Domain Confirm that LDAP is running on port 389 Review the user definition in the Users Administrator Confirm the users domain using the validate button in the Users Administrator Review the user properties in Active Directory. Confirm that the account is not disabled
Incorrect settings for SecureLogin
Auto Detection does not work Connection to LDAP server has failed error message appears
The NICE Perform Applications Server is not residing in a Trusted Domain LDAP is not running or is not running on port 389 User definition in NICE Perform or Active Directory is invalid Restriction such as account disabled is applied in the Active Directory
User is defined in NICE Perform and in Active Directory and cannot log in to NICE Perform
745
Scenario (Continued) Auto-lock feature is disabled when Single Sign-On mode is activated
Possible Cause Auto-lock has no significance in Single Sign-On mode as users are not prompted for their passwords
Solution If extra security is required, auto-lock can be implemented at operating system level, using Active Directorys group policy. This will activate the password requirement when the Screen Saver appears
In the Users Administrator, the Password tab for Organization and the System User tab for user definitions do not appear
The information contained in these tabs is not required in Active Directory mode. Password policy is defined in Active Directory. System Users are defined in the General tab.
746
Common Active Directory Acronyms
Common Active Directory Acronyms

The following table lists and defines acronyms used in this document.
Term AD Definition Active Directory: Implementation of LDAP directory services by Microsoft for use in Windows environments. AD enables administrators to assign enterprise-wide policies, deploy programs to many computers, and apply critical updates to an entire organization. An AD stores information and settings relating to an organization in a central, organized, accessible database. Lightweight Directory Access Protocol: Directory service protocol that runs on a layer above the TCP/IP stack. It provides a mechanism used to connect to, search, and modify Internet directories. The LDAP directory service is based on a client-server model. The function of LDAP is to enable access to an existing directory. The data model (data and namespace) of LDAP is similar to that of the X.500 OSI directory service, but with lower resource requirements. The associated LDAP API simplifies writing Internet directory service applications. Single Sign-On: Avoids prompting users for username and password in order to log in to NICE Perform. Credentials are taken automatically from the active context and users are authenticated again in the NICE Applications Server. Security Support Provider Interface: Application Programming Interface (API) that applications use to request security services from security service providers. In Windows 2003/Windows 2008, a security support provider is a dynamic link library that supports the SSPI specification and provides one or more security support packages (SSP). Each SSP supports one specific security protocol and implements the SSPI functions according to that security protocol. Kerberos, NTLM, and SSL are examples of security packages provided by the default security provider in Windows 2003/Windows 2008. Service Principal Name: Name associated with the security principal user or groups in whose security context the service executes. SPNs are used to support mutual authentication between a client application and a service. An SPN is assembled from information that a client knows about a service or information obtained from a trusted third party, such as Active Directory. An SPN is associated with an account and an account can have many SPNs. The basic syntax of an SPN is as follows: <service type>/<instance name>:<port number>/<service name> User Logon Name: Typically an e-mail address. It is stored as part of the user's account in Active Directory. The UPN is displayed in the Account tab for the user account in Active Directory, Users and Computers. If you are logged in under a Domain account, to view the UPN, use whoami /upn. FQDN Fully Qualified Domain Name: Domain names consist of individual labels separated by dots, for example, mydomain.microsoft.com. An FQDN uniquely identifies the host's position within the DNS hierarchical tree by specifying a list of names separated by dots on the path from the referenced host to the root.
LDAP
SSO
SSPI
SPN
UPN
747
A
Working with Multi Data Hubs
NICE Perform enables you to define more than one Data Hub for your organization. An organization with more than one Data Hub is referred to as a Multi Data Hub environment. An organization with only one Data Hub is referred to as a Single Data Hub environment. In a Multi Data Hub environment, one Data Hub is defined as the Primary Data Hub. All other Data Hubs are defined as Secondary Data Hubs. Each Data Hub has its own set of servers (database, applications, etc.). This section provides the specific configurations required when defining the databases and describes how to use the System Administrator application to establish a connection between Data Hubs.
IMPORTANT To perform these procedures, you will log in to the Primary Data Hub server. After these procedures are complete, you can log in directly to a Secondary Data Hub. Example: http://PrimaryServer/Nice Logging in to a Data Hub means that the Data Hubs server name appears in the URL. EXAMPLE:
http://BlueServer/Nice means that you are logged in to the sever called BlueServer, where the Applications were previously installed.
Contents
Multi Data Hub Deployment .........................................................................................751 Multi Data Hub Workflow .............................................................................................752 Procedure 1: Setting Up the Primary Data Hub .........................................................753 Procedure 2: Setting Up a Secondary Data Hub........................................................754 Procedure 3: Connecting the Data Hubs....................................................................755 Procedure 4: Linking the Data Mart to a Secondary Data Hub.................................759 Procedure 5: Defining Replication Between Data Hubs ...........................................761
Appendix A: Working with Multi Data Hubs NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 749
Defining Replication with SQL Authentication..........................................................761 Defining Replication with Windows (NT) Authentication ..........................................764 Procedure 6: Completing the Multi Data Hub Definition...........................................767
Appendix A: Working with Multi Data Hubs NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
750
Multi Data Hub Deployment
Multi Data Hub Deployment

A Multi Data Hub environment consists of several Data Hubs sharing information. Each Data Hub has its own databases, applications, Loggers, etc. Information is shared across Data Hubs when you define Replication between the Data Hubs. One Data Hub is defined as the Primary Data Hub. All other Data Hubs are defined as Secondary Data Hubs. You can have one or several Secondary Data Hubs. During Database Suite installation you define each installation as either Primary or Secondary. There can be only one Primary Data Hub. All other Data Hubs are Secondary Data Hubs. The Secondary Data Hubs do not have a Reporter server or a Data Mart. These are installed only on the Primary Data Hub.
Replication (Between the Primary and Secondary Databases)
751
Multi Data Hub Workflow
Multi Data Hub Workflow

Following are the basic steps for creating a Multi Data Hub environment. Procedures are provided where indicated.
1. Create the Primary Data Hub following the flow for creating a Single Data Hub environment. 2. Install the Database Server and Applications Suite for the Secondary Data Hub. 3. Log in to the Primary Data Hub and define the Secondary Data Hub.
IMPORTANT You will not be able to log in directly to the Secondary Data Hub until after it is defined in the Primary Data Hub and you complete the procedure in Procedure 6: Completing the Multi Data Hub Definition on page 767.
When you have completed setting up your Multi Data Hub, the Organization tree in the System Administrator will appear as follows:
Collapsed
Expanded
Primary Data Hub
Secondary Data Hub
752
Procedure 1: Setting Up the Primary Data Hub
Procedure 1: Setting Up the Primary Data Hub

The following procedure is provided as an outline of the steps needed to define a Primary Data Hub. Complete instructions for each step are provided in the documents as referenced in each step.
To set up the Primary Data Hub: 1. Install the database server for the Primary Data Hub. In the Database Properties window, select Single/Primary. For instructions, see the Database Server Installation Guide.
2. See the Applications Suite Installation Guide to do the following: a.
Install the NICE Perform Applications Suite at the Primary Data Hub. Define its applications in the System Administrator.
b. Define its databases in the System Administrator. c.
3. See the Reporter and Data Mart Installation Guide to install the Reporter and define it in the System Administrator. 4. Continue with Procedure 2: Setting Up a Secondary Data Hub on page 754.
753
Procedure 2: Setting Up a Secondary Data Hub
Procedure 2: Setting Up a Secondary Data Hub

The following procedure is provided as an outline of the steps needed to install the Database Server and Applications Suite for a Secondary Data Hub. Complete instructions for each step are provided in the documents as referenced in each step.
To set up the Secondary Data Hub: 1. Install the database server for the Secondary Data Hub. In the Database Properties window, select Secondary. Then ensure that nice_dw and nice_reporter are not selected.
For instructions, see the Database Server Installation Guide.
2. Install the NICE Perform Applications Suite at the Secondary Data Hub. For instructions,
see the Applications Suite Installation Guide and the Reporter and Data Mart Installation Guide.
IMPORTANT You cannot log in to the NICE Perform applications from the Secondary Data Hub at this point! Logging in to the applications via the Secondary Data Hub is only possible after completing Procedure 6: Completing the Multi Data Hub Definition on page 767. 3. You are now ready to configure your Multi Data Hub in the System Administrator. Continue
with Procedure 3: Connecting the Data Hubs on page 755.
754
Procedure 3: Connecting the Data Hubs

To connect the Secondary Data Hub to the Primary Data Hub, you log in to the NICE Perform Applications Suite from the Primary Data Hub and add the Secondary Data Hub in the System Administrator application, as described in this procedure.
To define a Secondary Data Hub: 1. Log in to the NICE Perform Applications Suite using the Primary Data Hub.
Example: http://PrimaryServer/Nice.
2. From the Accessories menu, select System Administrator.
4. From the Actions menu, select Sites > New Site.
The New Secondary Site Wizard starts.
755
5. In the Site Name field, enter a logical name for the Secondary Data Hub and a brief Description. This name appears in the Organization tree and whenever the Data Hub needs to
be identified in other applications.
For NT authentication, the Security Settings area is disabled
6. Identify the Secondary Data Hubs database. Enter the Name of its Administrative database the Host Name of the computer where it is installed. Then click Next.
756
7. Review the Summary. Then click Finish. The new Data Hub is added to your Organization
tree.
8. Expand the Primary Data Hub branch, as shown below, and select Applications > Application Servers > Server. Make a note of the Host Name and Ports for the Reporter and the Reporter Scheduler. You will need this information for steps 10 and 11 on page 758. NOTE: In some environments, the Reporter Scheduler does not appear.
If there is more than one Applications Server, select the Primary server.
757
9. Expand the Secondary Data Hub branch, as shown below, and select Applications > Application Servers > Server.
10. In the System Administrator row, enter the Host Name of the Administrative database for the Secondary Data Hub, select
. Then click Save.
The Reporter does not support replication. Since the Reporter was installed only on the Primary Data Hub, and not on the Secondary Data Hub, the application assignments for the Reporter application must be copied from the Primary Data Hub to the Secondary Data Hub.
11. To define the Reporter on the Secondary Data Hub, do the following: a.
Clear
b. Change the Host Name and Port definitions for the Reporter and Reporter Scheduler
to match the Primary Data Hubs assignment (see to Step 8 on page 757).
c.
Click Save.
12. Expand the Secondary Data Hub branch and click the Database Servers branch. Define its
database server. See Defining a Database Server on page 45.

13. Continue with Procedure 4: Linking the Data Mart to a Secondary Data Hub on page 759.
758
Procedure 4: Linking the Data Mart to a Secondary Data Hub

Databases for the Secondary Data Hub must be linked to their domain. The Administration and Rules domains can be linked to corresponding databases from one Data Hub only (usually the Primary Data Hub). After you link these domains to databases in one Data Hub, the system does not allow you to link the domains to databases in other Data Hubs. All other domains can be linked to databases from all Data Hubs.
To link the domains to the databases at a Data Hub: 1. From the Data Marts branch, select the defined Data Mart. 2. Click the Sites tab.
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3. In the Organization Site Domains area, select a Data Hub.
Select a site
Select the databases
4. In the Domains area (the bottom area), select the databases that should be linked to the
corresponding Data Mart domains for the selected Data Hub.

5. Repeat this procedure for each Data Hub. 6. Click Save
After the domains are linked, you can expand a Data Hub to view the domains that will be populated.
TIP:
To redefine the links, click Recreate Links and repeat this procedure again. If NICE passwords to a database were changed, click Recreate Links and repeat this procedure again.
7. Continue with Procedure 5: Defining Replication Between Data Hubs on page 761.
Appendix A: Working with Multi Data Hubs NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 760
Procedure 5: Defining Replication Between Data Hubs

After defining a Secondary Data Hub in the System Administrator, you must define replication between its databases and the Primary Data Hubs databases. Select the relevant procedure according to your Data Hubs authentication process as follows:
SQL authentication - Defining Replication with SQL Authentication on page 761. -orWindows (NT) authentication - Defining Replication with Windows (NT)
Authentication on page 764.
Defining Replication with SQL Authentication

Use this procedure if your system uses SQL authentication. If you system uses Windows (NT) authentication, continue with Defining Replication with Windows (NT) Authentication on page 764.
NOTE: The Replication tab accessed in this procedure is active only at the Primary Data Hub and only for the Administrative database.
To define replication between Data Hubs: 1. At the Primary Data Hub, expand the Primary Data Hub branch and select the database server where the Administrative database (nice_admin) is installed. Click the Replication
tab.
761
2. Click
. The Replication Publication Wizard starts.
TIP: To remove some or all of the databases being replicated, select a database and click Remove.
3. Select all the databases installed on the Secondary Data Hub. Then click
. The Push
button becomes enabled.
762
4. Click
. The next step appears. (This window can also be opened by clicking on the Replication tab.)
5. Verify the following: a.
The Secondary SQL server is registered in the Primary Data Hub (Enterprise Manager). Agent is stopped during the merge process.)
b. The SQL server and the SQL Agent are running. (This is important because the SQL c.
The SQL server name is identical to the Machine Name. Open the Query Analyzer and run: select @@servername.
6. In the Replication Push Wizard, select Checked. 7. In the Subscribers area, select the Secondary Data Hub. 8. Click
9. Return to the Replication tab. Confirm that all processes completed successfully. (The icon
indicates an error.)
10. Continue with Procedure 6: Completing the Multi Data Hub Definition on page 767.
763
Defining Replication with Windows (NT) Authentication

Use this procedure if your system uses Windows (NT) authentication. If you system uses SQL authentication, continue with Defining Replication with SQL Authentication on page 761.
To define replication between Data Hubs: 1. On the server where the Applications Suite for the Primary Data Hub is installed, navigate to
and run the following:

...\NICE Systems\Applications\ServerBin\Scripts\NTReplication.exe TIP: If the Applications Suite and the database server are not on the same host, the following message box appears. Click OK to close the message. Then continue.
2. In the SQL Server Connection area, select a Server. Then select Use Windows Authentication and click
.
Appendix A: Working with Multi Data Hubs 764
3. In the Operation area, click Publications.
The Replication Publication Wizard starts.

TIP: To remove some or all of the databases being replicated, click Remove.
4. Select all the databases installed on the Secondary Data Hub and click
. The Push
button becomes enabled.
765
5. Click
. The next step appears.
6. Verify the following: a.
The Secondary SQL server is registered in the Primary Data Hub (Enterprise Manager). Agent is stopped during the merge process.)
b. The SQL server and the SQL Agent are running. (This is important because the SQL c.
The SQL server name is identical to the Machine Name. Open the Query Analyzer and run: select @@servername.
7. In the Replication Push Wizard, select Checked. 8. In the Subscribers area, select the Secondary Data Hub. 9. Click
10. Continue with Procedure 6: Completing the Multi Data Hub Definition on page 767.
766
Procedure 6: Completing the Multi Data Hub Definition
Procedure 6: Completing the Multi Data Hub Definition

To complete the Multi Data Hub definition, restart all servers to activate the new settings and restart the services.
To complete the Multi Data Hub definition: 1. Restart the Applications Servers for both Data Hubs. 2. Log in to NICE Perform Applications Suite from the Primary Data Hub. Confirm that both
Data Hubs appear in the System Administrator. Example: http://PrimaryServer/Nice

3. Log in to NICE Perform Applications Suite from the Secondary Data Hub. Confirm that
both Data Hubs appear in the System Administrator. Example: http://SecondaryServer/Nice
767
B
Tips
The tips in this section are provided to help you find quick solutions to some common situations and tasks.
IMPORTANT For some of these procedures, you must have permission to work in Technician Mode. See Adding and Modifying Components in the System Administrator on page 30. You do not need Technician Mode to view information.
Contents
To Troubleshoot a Communications Failure..............................................................770 To Troubleshoot an Active Directory Environment ...................................................770 To Increase Query Speed.............................................................................................770 To Enable Warning Tones or Warn the Caller ............................................................770 To Change the Host Computer for the Applications .................................................771
Appendix B: Tips NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
769
To Troubleshoot a Communications Failure
To Troubleshoot a Communications Failure

Scenario
There is an apparent communications failure between servers in your system. You ping the server, it responds, but the communications failure persists.
Solution
When you ping the server, use its fully qualified name.
EXAMPLE:
A servers IP address is 100.10.10.123. Its host name is Server123. It is in the domain Domain1. You ping 100.10.10.123 or Server123 and get a response. You must ping its fully qualified name: Server123.Domain1.com. If you receive a failure after pinging the server, there is an internal communications problem with your system.
To Troubleshoot an Active Directory Environment

Refer to Troubleshooting Active Directory in your NICE Perform System on page 745.
To Increase Query Speed

Add an index to commonly queried reserved columns. See Indexing Reserved Columns on page 49.
To Enable Warning Tones or Warn the Caller

Warning tones notify the caller that a telephone conversation is being recorded by sounding a beeping tone. Warning tones must be enabled for each recording channel separately. Warning tones can be added only on analog audio inputs.
To locate the Warning Tones checkbox: 1. In the Organization tree, select the Recording Channels branch for the Logger. 2. Double-click a channel to display its details and click the Audio Alarms tab. 3. Select the Enable Warning Tones checkbox and click Save.
For more information, see Configuring Audio Recording Channels on page 74.
770
To Change the Host Computer for the Applications
To Change the Host Computer for the Applications

If you uninstall the applications and reinstall them on a different server, redefine the host computer for all applications in the System Administrator.
To change the host computer for the applications: 1. In the Organization tree, select the Applications branch. 2. In the System Administrator Host area, in the Host Name/IP Address field, enter the
name or IP address of the new host computer.

3. Select Use same host for all Services. 4. Click Save
For more information, see Configuring the Applications on page 365.
771
C
CLS Configuration Parameters
There are several CLS parameters that can be edited, if necessary, by a qualified installer to tweak system performance. Most of these parameters are part of the Administration database. This section contains details of the CLS parameters.
Contents
TRS (Basic Recording) Parameters ............................................................................774 CLS Monitor Parameters..............................................................................................776 Dispatch Parameters ....................................................................................................777 Call Server Parameters ................................................................................................777 Log Parameters ............................................................................................................781 DB Server Parameters..................................................................................................782 Recording Decisions Parameters ...............................................................................784 General Parameters......................................................................................................785 RCM Parameters ...........................................................................................................786
Appendix C: CLS Configuration Parameters NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
773
TRS (Basic Recording) Parameters

Following is a list of TRS (Basic Recording) parameters and their default values. In addition to these parameters, you can define the time period during which all Loggers are searched for missing interactions and then inserted into the database. For instructions, see Defining a Schedule for Inserting Basic Recordings (TRS Functions) on page 171.
Is ReadOnly
Parameter FetchDataIntervalSec
Default 60
Description The time interval (in seconds) that the TRS wait between two consecutive Logger and database queries. Minimum length (in seconds) for each recording that the TRS will insert as a Basic Recording. The time interval (in seconds) during which the TRS tries to communicate with Loggers. If this period passes and communication has failed, a timeout error is generated. The location for saving and loading the mapping backup file (should be modified in cluster configurations only). How far back (in hours) to search Loggers for missing recordings. For new sites, or sites where TRS has been running continuously, this parameter has little relevance. This parameter becomes relevant in the event of an upgrade, where TRS is being introduced into an existing system containing recordings.
HoleThresholdSec
10
False
LoggerCommTimeoutSec
10
False
MappingBackupFileLocation
[CLS Install Path] 168
False
MaxHistoryLengthHours
False
MaxRecordingChunk MaxRetriesForLogger
500 60
Maximum number of recording that can be handled in one task. Number of retries to wait for Logger recovery in an N+1 environment.
False False
774
Parameter MinWaitBeforeQuery
Default op_MaxOp enCallDura tion
Description TRS will not resolve calls that are newer than specified in this parameter. The default value is the Call Server parameter op_MaxOpenCallDuration which is set to 5 hours. Alternatively, this can be set to the Call Server parameter op_MaxSpeakerCallDuration.
Is ReadOnly False
RefreshConfigurationMin
15
Refresh time, in minutes, to check for configuration changes.
False
775
CLS Monitor Parameters
CLS Monitor Parameters

Following is a list of CLS Monitor parameters and their default values.
Is ReadOnly False
Parameter Driver Port
Default 62300
Description Defines the first port in a consecutive range of TCP/IP ports that the CLS Monitor listens to. The value of this parameter must be less than Drivers End Port, which defines the end of the range. The range of ports must be used exclusively by the CLS Monitor. If not, unpredictable results may occur. The number of seconds after which a module is considered down if it has not sent any messages. The maximum number of times that a module is down after which a failover message is initiated. The minimum amount of time that must elapse between one failover initiated by the CLS, and another. This parameter minimizes failover frequency. If Yes, both SessionController and Drivers are monitored for failure. A failover occurs if one of them fails. In an IPC environment, the parameter must be set to Yes. The TCP/IP port to which the CLS Monitor listens. To avoid unpredictable results, this port must be different from all other ports in use on the Interactions Center machine. The number of minutes after which the module down counter resets. The TCP/IP port to which the Scheduler listens to allow the CLS Monitor to connect.
Keep Alive Sec
20
False
Max Module Down
False
MinRepeatingFailOverMin
30
False
Monitor IPC
No
False
Port number
62062
False
Reset Down Count Min Scheduler Port
30 62061
False False
776
Dispatch Parameters
Parameter Session Controller Port
Default 62064
Description The TCP/IP port to which the CLS Monitor listens for the session controller. To avoid unpredictable results, this port must be different from all other ports in use on the Interactions Center machine. Defines the last port in a consecutive range of TCP/IP ports to which the CLS Monitor listens. The value of this parameter must be greater than Drivers Port, which defines the start of the range. The range of ports must be used exclusively by the CLS Monitor. If not, unpredictable results may occur.
Is ReadOnly False
Drivers End Port
62499
False
Dispatch Parameters
The Dispatch configuration is read from the registry.
Call Server Parameters

Following is a list of Call Server parameters and their default values.
Is ReadOnly False False
Parameter AllowOperationTimeMeasurin g CAPI Converter ID
Default False
Description If True, the Call Server measures the command processing time. The identifying ID string for the CAPI Converter. Must be unique and limited to 32 characters. An empty ID indicates that there is no CAPI Converter in the system.
CAPI Converter Location CAPI Converter Port
localhost 62221
The hostname or IP Address of the CAPI Converter machine. The port to which the CAPI Converter listens. This port must be different from any other port on the CAPI Converter machine. The possible values are 6222162320. Allows printing of CAPI messages to file. Note: Changing this parameter has no affect on the system.
False False
CAPISpy
False
False
777
Parameter ClientSndRcvTimeOut
Default 4000
Description The timeout before the client disconnects from the Call Server, while waiting for command processing response (relevant for old CAPI). The Port to which the Call Server Keep Alive listens. This Port must be different from any other port on the Interactions Center machine. The maximum number of compound calls that can be open simultaneously. The IP or the name of the computer where the DB Server runs. The Call Server uses this direction if it was not reported at the start of the call. Determines whether the system supports email interaction type. Note: Changing this parameter has no affect on the system.
Is ReadOnly False
CLS Server Remoting Port
62065
False
CompoundTableMaxEntries DBSrvrAddress DefaultDirection EMailRecording
2000 localhost Internal False
False True False False
ForceUaLogoutAfterSec
This enables a process once a minute that checks if any of the ScreenAgents are logged in for a period longer than this parameter, in which case they are logged off. If True, the system supports free seating and requests agents to login to a station. The TCP/IP port to which the Call Server host listens. To avoid unpredictable results, this port must be different from all other ports in use on the Interactions Center machine, including those used for other copies of the driver. If True, the switch ID is ignored. The maximum number of calls allowed in the Call Server. The minimum duration in seconds of successful Block Recording after which the request is considered successful.
False
FreeSeating host Port number
True 62051
False False
IgnoreSwitchId LoginTableMaxEnries MinBlockDuration
False 2000 300
False False False
778
Parameter op_CloseLogoffAgentCalls
Default EXT
Description Tells the Call Server what to do if an Agent logs off while taking part in open calls. Options include: ALL close all interaction where the agent participated. EXT close only the interaction where the agent logged into the specific station. DISABLE do not close interactions.
Is ReadOnly False
op_CompleteAgentData op_InsertUnmapped
True Yes
If True, completes the Agent ID using the Agents previous login information. If Yes, Call Server inserts calls that were not recorded or failed to record onto the database. The duration in minutes after which the Call Server discards the call. A value of 0 indicates that all calls are processed. This enables a process once a minute that checks if the duration of any call is longer than the value of this parameter, in which case the call is closed and inserted into the database with exception inf002. 18000 = 5 hours. This enables a process once a minute that checks if the duration of any compound call is longer than the value of this parameter, in which case the compound call is closed and inserted into the database with exception inf002. The maximum number of segments that can be opened for a compound call. The maximum duration for a speaker call in seconds. The Callsrvr discards all calls with a duration that is less than the specified value in seconds. A value of 0 accepts all calls. If True, the Call Server allows an agent to login to more than one extension on the same switch.
False False
op_MaxCallDuration (Active until CLS SP6) op_MaxOpenCallDuration
True
18000
False
op_MaxOpenCompoundCall Duration
18000
False
op_MaxOpenSegmentsPerC omp op_MaxSpeakerCallDuration op_MinCallDuration
50 1800 0
False False False
op_MultipleLoginPerAgent
false
False
779
Parameter OverwriteEndCall
Default false
Description If True, overwrites the call data with the data received (if it exists) in the EndCall command. If True, enables printing of debug messages from CAPI. The IP address or name of the machine where the RCM runs. The duration in seconds that the Call Server waits for a response from the RCM. If the time elapses with no response from the RCM, the Call Server registers an RCM response error. The time in seconds for refreshing the agent information from the database. The time in milliseconds the internal tables must wait between data flushes to the disk. The maximum number of segments that can be open in the Call Server. This parameter is used internally by the Interactions Center and cannot be edited directly.
Is ReadOnly False
PrintCAPIDebugMessages RCMAddress RCMTimeOut
False localhost 2000
False True False
RefreshAgentTime SafeDataFlushDelay
600 2000
False False
SegmentTableMaxEntries Selective Recording
2000
False False
SwitchReportingType TCP Port
CTI 62050
The switch reporting type (CTI, CDR). The TCP/IP port to which the Call Server listens. To avoid unpredictable results, this port must be different from all other ports in use on the Interactions Center machine. If True, the Call Server records screens for all calls. If the time interval between the start call and update call is less than the UpdateAsStart value (in seconds), the call update triggers an attempt to match the call to a recording rule. If the call is matched to a recording rule it will be recorded as if the call just started. Allows the use of Start/Stop record commands by the old CAPI clients.
False False
TotalScreenRecording UpdateAsStart
False 0
True False
Use Old CAPI Allowed
False
False
780
Log Parameters
Log Parameters
Following is a list of Log parameters and their default values.
Is ReadOnly True
Parameter AsyncLogQueueSize
Default 100000
Description The size of the asynchronous log queue. Messages will not enter the queue once the queue is full and until messages are removed from the queue. The time interval in seconds for refreshing the log configuration. The maximum log size (in Mb) per process to keep. When reached older log files are truncated.
RefreshConfigurationTimeIn terval MaxLogSizePerProcess
300 100
True False
781
DB Server Parameters
Following is a list of DB Server parameters and their default values.
Is ReadOnly True
Parameter BulkInsertionSize
Default 5
Description The number of interactions/contacts to be inserted into the database as part of a bulk execution. The time interval in minutes the DB Server waits before checking the DB space. The maximum number of times that the DB Server retries after a failure. The minimum DB free space threshold. Once the threshold is reached the DB server will either truncate the oldest table or stop inserting calls (based on the TruncateOldestSet parameter value). The TCP/IP port to which the DB Server host listens. To avoid unpredictable results, this port must be different from all other ports that are in use on the Interactions Center machine, including those used for other copies of the driver. The DB Server uses this timeout in milliseconds to determine if a synchronized request is exceeding a reasonable execution time. If the timeout is reached, the DB Server notifies the client that its request has failed. The size of the request queue that buffers requests before the DB Server handles them. The number of milliseconds that the DB Server must wait before retrying to perform a failed request. The number of milliseconds that the DB Server uses to determine whether a SQL command is exceeding a reasonable period.
DBSpaceCheckIntervalMinute s MaxRequestRetries MinFreeDBSpaceMegs
10
False
5 10
False False
Port number
62055
False
RequestExecuteTimoutMillis
2000
False
RequestQueueSize
1000
False
RetriesIntervalMillis
2000
False
SQLExecuteTimeoutMillis
20000
False
782
Parameter TruncateOldestSet
Default Yes
Description If Yes, the DB Server truncates tables if the DB minimum free space threshold has been reached. If No, the DB Server continues as usual. When there is no free disk space, new insertion requests fail. See MinFreeDBSpaceMegs.
Is ReadOnly False
783
Recording Decisions Parameters
Recording Decisions Parameters

Following is a list of Recording Decisions parameters and their default values.
Is ReadOnly False
Parameter DBDirtyBitCheckTime
Default 60
Description The interval in seconds after which the rules, users and groups configuration are checked for changes. If any changes are found, the Scheduler reloads all the rules. The interval during which Scheduler unloads and loads the rules. If True, disables direct loading of rules into the RecodingDecisions. Warning: Selective, Negative and other rules loaded directly into the RecordingDecisions will not be loaded at all.
DBSchedulesReloadTime DisableDirectRulesLoading
900 False
False False
minSecTimeoutBetweenReq AfterFail RulesMonitoringTimeInterval
60 60
The minimum time period between a failed record request and the next retry. The interval in seconds after which the rules, users, groups and list items configuration is checked for changes. This is relevant for all rules loaded directly into the RecordingDecisions.
False False
784
General Parameters
General Parameters
Following is a list of General parameters and their default values.
Is ReadOnly False False False
Parameter SNMPAgentAddress HandleLogOffEvents Number of Interactions
Default
Description The IP address or computer name where the SNMP agent is located.
No 3000000
If Yes, the CLS applications handle logoff events. The number of interactions that are recorded in the event of a network failure. The recordings contain complete CTI data. Size of the data chunk that is passed to Online Configuration clients (internal units). Change with caution.
OnlineChunkSize
500000
False
785
RCM Parameters
RCM Parameters
Following is a list of RCM parameters and their default values.
Is ReadOnly False
Parameter ActiveVoIPResourceMainten anceInterval CheckForAudioDelay
Default 3000
Description The time in milliseconds between checks to see if the resource is in the correct state. For VoIP environments, the period (in milliseconds) that the RCM waits after starting a call before checking for audio availability on the Logger. Important: The value of this parameter is used only if the EnableAudioChecks parameter is set to Yes.
4000
False
CheckForAudioDelayIPC
5000
For VoIP IPC environments, the period (in milliseconds) that RCM waits after starting a call, before checking for audio availability on the Logger. The number of retries to check where the audio is in the Forwarding by Device recording method. The time interval in seconds during which the RCM tries to communicate with Nlogapi Loggers. If this period passes and communication has failed, a timeout error is generated. If Yes, the RCM checks for audio availability on the Logger after starting a call. The delay period before the RCM checks the Logger is set in the parameter CheckForAudioDelay. The interval in milliseconds between checks to see if the Logger is responding and functional. The interval in milliseconds for checking whether the Logger is responding after detecting Logger disconnection. The number of retries for a Logger command before generating a failure error on the command.
False
CheckForAudioRetries
False
CommTimeout
False
EnableAudioChecks
Yes
False
LoggerCheckAliveInterval
20000
False
LoggerCheckAliveAfterFall
10000
False
LoggerCommandRetries
False
786
RCM Parameters
Parameter LogMMLDII MappingBackupFileLocation
Default No [CLS Install Path] 10
Description If Yes, reports NiceScreen log messages inside the RCM logs. The location for saving and loading the mapping backup file (should be modified in cluster configurations only). The number of concurrent connections the RCM will open for each Logger. The NumberOfConcurrentConnectionsPer Logger should NOT be more than the NumberOfWorkers. The NumberOfConcurrentConnectionsPer Logger x the number of Loggers attached to the CLS Server should NOT exceed 1000.
Is ReadOnly False False
NumberOfConcurrentConne ctionsPerLogger
False
NumberOfWorkers
10
The number of calls/second that the RCM can handle. For example: A call rate =10 calls/sec. Two recorded participants per call. Each participant generates two requests to the Logger (Start, Stop, and so on). The RCM handles 10x2x2=40 requests/ second to the Logger. If the network latency is 250ms, one worker can handle 2 requests/second. We therefore need 40/2=20 workers.
False
PendingTimeBeforeSending ForwardingCommands Port number
300
In Active VoIP environments, the time in milliseconds before sending serial forwarding commands. The TCP/IP port to which the RCM host listens. To avoid unpredictable results, this port must be different to all other ports in use on the CLS computer, including those used for other copies of the driver. If Yes, indicates that the RCM must read the Logger definition from map files and not from the System Administrator.
False
62069
False
ReadMappingFromFile
No
False
787
RCM Parameters
Parameter RecordOnlyBestParticipant
Default Yes
Description If Yes, records only the best (least expensive recording method) participant. In Active VoIP environments, the number of retries when Pending is received as a return status from the VoIP Logger. The time in milliseconds before checking for audio on the Logger in order to find out which channel records the call (relevant to the Forwarding by Device recording method only for Avaya DMCC). If Yes, indicates to search a resource for recordings using the Switch ID. Defines the interval in seconds for updating configuration parameters.
Is ReadOnly False
RetriesWhenRecievingPendi ng SleepTimeBeforeCheckingT heAudioSource
False
1000
False
Support Switch Id UpdateTimeInterval
Yes 600
False False
788
D
Enabling Display of NICE System Information
Contents
Overview........................................................................................................................790 Common Terms.............................................................................................................791 Verifying the System Administrator User...................................................................792 Adding the System Administrator User to Computers not in an Active Directory Environment..................................................................................................................794 Installing WMI Windows Management Instrumentation............................................797 Editing DCOM Permissions .........................................................................................799 Setting Security Permissions through the WMI Control...........................................805
Appendix D: Enabling Display of NICE System Information NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
789
Overview
Overview
The System Administrator includes a summary page that displays the NICE product version and the installed Updates. See the System Administrator Guide for more information.
This summary page is generated by accessing the product information from the computers in the NICE system. In order to access this product information, the System Administrator user needs to be included in the DCOM and WMI security settings on each computer in the NICE system. The System Administrator user is the user associated with the Nice SystemAdministrator service. This association is defined when NICE Perform applications are installed on the Applications Server. To verify the identity of this user, see Verifying the System Administrator User on page 792. In this appendix, we describe how to change the security settings to enable the System Administrator user to access information on these computers.
Workflow
The workflow differs slightly depending on whether or not you are working in an Active Directory environment.
1. Verifying the System Administrator User. To verify the identity of the System Administrator user, you check which user is associated with the Nice SystemAdministrator
service.
2. (Not Active Directory Environment Only) Adding the System Administrator User to
Computers not in an Active Directory Environment. The System Administrator user needs to be included on all computers in the NICE system. If you are not working in an Active Directory environment, you need to add this user through the Control Panel, if necessary.
3. Installing WMI Windows Management Instrumentation. You install WMI in order to
access management information.

4. Editing DCOM Permissions. You edit the DCOM permissions to enable the remote launch
and remote activation of WMI queries.

5. Setting Security Permissions through the WMI Control. By means of the WMI Control,
you set security permissions that enable the System Administrator user to remotely access NICE system information.
Appendix D: Enabling Display of NICE System Information NICE Perform Release 3.2: System Administrators Guide (Rev. A5) 790
Common Terms
Common Terms
Some common Microsoft terms used in this appendix are listed in the table below.
Table D-1: Common Microsoft Terms Term COM Meaning Component Object Model. COM is a platform-independent, distributed, object-oriented system for creating binary software components that can interact. Distributed Component Object Model. DCOM is a protocol that enables software components to communicate directly over a network. Windows Management Instrumentation. WMI is the Microsoft implementation of Web-based Enterprise Management (WBEM), which is an industry initiative to develop a standard technology for accessing management information in an enterprise environment. Remote WMI connections are made through DCOM. Each WMI namespace has a security descriptor, which allows each namespace to have unique security settings that determine who has access to the namespace data and methods.
DCOM WMI
WMI Namespace
791
Verifying the System Administrator User

The System Administrator user is the user associated with the Nice SystemAdministrator service. This association is defined when NICE Perform applications are installed on the Applications Server. If you need to verify the identity of the System Administrator user, you check which user is associated with the Nice SystemAdministrator service.
NOTE: In an Active Directory environment, verify that the domain name of the System Administrator user is the same domain as that of the computer, or is a trusted domain. To verify the System Administrator user: 1. On the Applications Server, click Start, and then select Run.
The Run window appears.
2. In the Open field, enter services.msc, and click OK.
The Services window appears.
3. In the Name column, find Nice SystemAdministrator.
792
4. Verify the name in the Log On As column.
User Name
This name is the user name of the System Administrator.

IMPORTANT The System Administrator user cannot be Local System. The Local System user cannot be granted the correct permissions for all the machines in the system. If the System Administrator user is Local System, you need to change it to another user.
793
Adding the System Administrator User to Computers not in an Active Directory Environment
The System Administrator user needs to be included on all computers in the NICE system. If you are not working in an Active Directory environment, you need to add this user through the Control Panel, if necessary.
IMPORTANT Before starting this procedure, obtain the user name and password of the System Administrator user. See Verifying the System Administrator User on page 792 to obtain the user name.
To add the System Administrator user to a computer: 1. From the Start menu, select Control Panel.
The Control Panel appears.
2. In the Name column, double-click Administrative Tools.
The Administrative Tools window appears.

3. Double-click Computer Management.
794
The Computer Management window appears.
4. Expand System Tools > Local Users and Groups > Users.
A list of existing local users appears in the right pane.
5. Verify that the System Administrator user appears in the list. If the user does not appear,
proceed to Step 6.
795
6. Right-click the Users directory, and then select New User.
The New User window appears.
7. Complete the fields as follows:
User name: Enter the user name exactly as it appears in the Services window on the
Applications Server. See Verifying the System Administrator User on page 792.
Full name: Enter the first name and last name of the user. Description: (Optional) Enter text describing the System Administrator user. Password and Confirm Password: Enter the password for the System Administrator
user.
8. Clear the User must change password at next logon check box. 9. Click Create. The System Administrator user appears in the list in the left pane. 10. Proceed to Installing WMI Windows Management Instrumentation on page 797.
Installing WMI Windows Management Instrumentation

In order to install WMI: 1. From the Start menu, select Settings > Control Panel > Add or Remove Programs .
The Add or Remove Window Programs window appears.

2. Select Add/Remove Windows Components.
The Windows Components Wizard window appears.
3. Select Management and Monitoring Tools, and click Details.
The Management and Monitoring Tools window appears.
4. Select WMI Windows Installer Provider. 5. Click OK.
The Windows Components Wizard reappears.

6. Click Next.
You are prompted to insert a disk to continue the installation.
7. Click OK.
The Locate File window appears.

8. Browse to the i386 folder, and select the MSI.MF file.
9. Click Open.
The installation process begins. Upon completion of installation, the Windows Components Wizard window reappears.
10. Select Finish.
798
Editing DCOM Permissions

You edit the DCOM permissions to enable the remote launch and remote activation of WMI queries.
IMPORTANT
Before you begin this procedure, you need the System Administrator user name. The System Administrator user cannot be Local System. The Local System user cannot be granted the correct permissions for all the machines in the system. If the System Administrator user is Local System, you need to change it to another user.
To edit DCOM permissions: 1. From the Start menu, select Run.
2. In the Open field, enter DCOMCNFG, and then click OK.
The Component Services window appears.
799
3. In the Console Root tree, expand Component Services > Computers.
Right-click My Computer
4. Right-click My Computer and select Properties.
The My Computer Properties window appears.
800
5. Click the COM Security tab.
6. In the Launch and Activation Permissions area, click Edit Limits.
The Launch Permission window appears.
7. In the Group or user names area, verify that the name of the System Administrator user
appears, and proceed to Step 9.

8. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:

a.
Click Add.
801
The Select Users, Computer, or Groups window appears.
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c.
Click Check Names. The user name and domain name appear.
d. Click OK.
The Launch Permission window reappears.

9. In the Group or user names area, select the System Administrator user. 10. In the Permissions for <User> area, in the Allow column, select Remote Launch and Remote Activation, and then click OK.
The COM Security tab reappears.

11. In the Access Permissions area, click Edit Limits.
802
The Access Permission window appears.
12. In the Group or user names area, verify that the name of the System Administrator user


a.
Click Add. The Select Users, Computer, or Groups window appears.
Administrator user.
c.
d. Click OK.
The Access Permission window reappears.

14. In the Group or user names area, select the System Administrator user. 15. In the Permissions for <User> area, do the following:
Verify that Local Access is selected. Select Remote Access.
Verify Local Access Selected Select Remote Access
16. Click OK.
The COM Security tab reappears.

17. Click OK to close the My Computer Properties window. 18. Proceed to Setting Security Permissions through the WMI Control on page 805.
804
Setting Security Permissions through the WMI Control

By means of the WMI Control, you set security permissions that enable the System Administrator user to remotely access NICE system information.
To set security permissions through the WMI Control: 1. From the Start menu, select Run.
2. In the Open field, enter wmimgmt.msc, and then click OK.
The Windows Management Infrastructure (WMI) window appears.
Right-click WMI Control
3. Right-click the WMI Control (Local) icon, and then click Properties.
805
The WMI Control (Local) Properties window appears.
4. Expand Root, and select the DEFAULT namespace.
5. Click Security.
806
The Security for ROOT\DEFAULT window appears.
6. In the Group or user name area, verify that the name of the System Administrator user


a.
Click Add. The Select Users, Computer, or Groups window appears.
Administrator user.
c.
d. Click OK.
The Security for ROOT\DEFAULT window reappears.

8. In the Group or user names area, select the System Administrator user.
807
9. In the Permissions for <User> area, in the Allow column, select Execute Methods and Remote Enable.
10. Click OK.
The Windows Management Infrastructure (WMI) window reappears.
11. Right-click the WMI Control (Local) icon, and then click Properties.
808
The WMI Control (Local) Properties window appears.
12. Expand Root, and select the CIMV2 namespace.
13. Repeat Step 5 to Step 10. 14. Close the Windows Management Infrastructure (WMI) window.
809
Index
A
Avaya Automatic Routing 595 active VoIP device workflow 191 active VoIP gateway workflow 192 activity detection defining for recording channels 77 guidelines for defining 82 testing 82 activity statistics defining for a channel 77, 103 guidelines for defining 81, 84, 106, 107 Administration database defining 50 overview 42 AGC, see gain control Agent to Survey Correlation after Transfer 568 Agent Transfer Timeout 568 alias column names defining 50 all call segments 401 applications changing host computers 771 configuring 365 customizing a definition 370 host addresses 368, 371 architecture 416, 417 audio activity defining for recording channels 77, 103 guidelines for setting 81, 106 audio alarms setting for recording channels 79 Audio Analysis 42 audio parameters defining for recording channels 78, 104 guidelines for defining 85, 108 audio recording channels see recording channels Audit Trail database 42 automatic deletion defining 68, 97 described 65, 94 Automatic Routing 595
Basic Recordings (TRS) 171 Basic Recordings, see Inserter Support Business Analyzer 394, 402 clearing preferences 400, 406 configuring 394, 400, 401, 402, 406 global preferences 394, 402 preferences 394, 400, 401, 402, 406 query 401 removing preferences 400, 406 settings 394, 402 business data 338 indexing 346 business data, Avaya 565
Call Server CLS configuration parameters 777 chains, see N+1 channel mapping 117 getting started 179 recording types 180 terms 181 workflow 187 channels configuring 70, 98 Cisco Unified Contact Center Enterprise 565 CLS configuration parameters Call Server 777 CLS monitor 776 DB Server 782 Dispatch 777 General 785 Log 781 RCM 786 Recording Decisions 784 TRS (Basic Recordings) 774 CLS monitor CLS configuration parameters 776 CLS servers configuration 169
Index 811
defining 159 deleting definitions 173 integrating with a switch 163 modifying definitions 173 overview in System Administrator 157 reporting levels 164 workflow for setting up 158 Cluster configuration parameters 166 defining 160 cluster monitoring 696 coaching packages, defining links 373 columns activating and deactivating 52 using alias names 50 compact view, Player 386 compression setting for recording channels 78, 104 table of types and ratios 86, 108 continuous playback 386 CoPabx 181
Dashboard nugget configuring in System Administrator 408 data columns, see columns Data Mart 369 architecture for multi Data Hub 417 architecture for single Data Hub 416 customizing 415 defining 421 domain overview 438 installing 419 installing domains 423 linking to databases 425 monitoring SQL jobs 434 overview 414 properties 427 workflow 419 data mart recreating links 56 database servers defining 42, 45 deleting a definition 58 modifying a definition 58 SQL security 53, 55 databases defining 42 defining Administration 50 indexes 49, 346 nice_as_my_universe 442
nice_as_text_analysis 442 datalines, System Administrator 72 DB Server CLS configuration parameters 782 Default Email Address 372 default survey defining 568, 599 Device Number 181 Dial Plan defining 547 overview 545 Resources 554 Dispatch CLS configuration parameters 777 domains installing 423 linking databases 425 overview 438 DTMF detection, System Administrator defining 69 described 66 DTMF for ROD setting for recording channels 104 DTMF for ROD, System Administrator defining 68 described 65 setting for recording channels 78 dynamic channel mapping limitations 185 dynamic mapping defined 181
email error and warning messages 372 sender address 372 Email for Error Reporting 372 Email Last Calls service configuring for IP Phones 390 EMC Centera server 664, 667 encryption encryption keys 42 Encryption key database overview 42 ESM device, Storage Center defining 664 expanded view, Player 386 extension workflow 187
Feedback
Index 812
deleting a definition 544, 623, 639 modifying a definition 542, 616 Feedback, System Administrator default survey 599 general parameters 567
gain control, System Administrator guidelines for setting 86 setting for recording channels 78 General CLS configuration parameters 785 host addresses, System Administrator 368, 371 HTTP ports, using 368, 371 indexing reserved columns 49, 346 Inserter Support Active VoIP Devices 191 explained 182 extension-side recording 187 limitations 184 Passive VoIP Devices 190 trunk-side recording 189 turrets 189 Interaction Capture Unit, System Administrator defining 88 Interaction database overview 42 switch, see Interface IP Phones configuring 390 Key Storage Manager application 42 keys for licenses 31
H I
CLS configuration parameters 781 Log levels, specifying for services 373 loggers see also recording channels automatic deletion 68, 97 configuring channels 70, 98 defining NiceLog loggers 65, 94 defining session parameters 69, 97 deleting a definition 91, 112, 136 integrating with CLS 73, 98, 116 integrating with NMS 73, 99, 116 mapping recording channels 74, 100 modifying a definition 91, 112, 135 spare logger 89, 109 loggers, System Administrator configuring trunks 69 connecting logger trunks 72 DTMF detection 69 DTMF for ROD 68 Playback Unit loggers 88 setting up selective recording 71 SpeechQu loggers 88 login nice password 55 nice sa password 53
K L
Manual Transfer 596 mapping channels, see channel mapping Media Library overview 679 MGC, see gain control Minimum Survey Weight 567 multiple archiving, Storage Center enabling 649 My Schedule nugget configuring in System Administrator 408
N+1 adding loggers 144 defining a chain 140 deleting a chain 146 guidelines 139 managing 144 overview 138 removing loggers 145 states of a spare logger 143 updating logger definitions 144 Netapp Snaplock server 669 Netapp, Storage Center defining 669
Index 813
Last Calls Playback service configuring for IP Phones 390 licenses new 31 permanent 32 temporary 32 licenses, System Administrator from a file 40 limitations 184 link attachments, location 373 locate settings for Storage Center 375 Log
network management system, see NMS NICE Interactions Center configuring the CLS Server 157 mapping channels 175 NICE KSM application 42 NICE Perform applications, see applications NICE Perform System Administrator 367 nice_admin database description 42 nice_as_kpi database 442 description 43 nice_as_my_universe database 442 description 43 nice_as_text_analysis database 442 description 43 nice_audit database description 42 nice_ca database description 42 nice_crypto database description 42 nice_cti_analysis database description 42 nice_dw database description 42 nice_ib database description 42 nice_interactions database description 42 nice_pbs database description 42 nice_qa database description 42 nice_reporter database description 42 nice_rule database description 42 nice_screen_sense database description 42 nice_storage_center database description 42 NiceScreen loggers, System Administrator defining 130 NMS configuring an NMS server in System Administrator 695 deleting definition 699 modifying configuration 699 NPlusOne, see N+1
optional ID 566 optional ID field 338
passive VoIP device workflow 190 passive VoIP gateway workflow 191 password SQL server 53, 55 permanent license 32 Playback Server 42 Playback Server database overview 42 PlaybackUnit loggers, System Administrator see also loggers defining 88 Player automatic start 386 continuous playback 386 displaying on top 386 multiple instances 385 overview 384 restoring global settings 388 screen activity area 386 Screen Content Analysis objects 386 selecting a view 386 setting defaults 384 skip silences 386 sound waves 385 ports assigning the prompt recorder 590 modifying definitions 602 playing a survey 592 TCP or HTTP 368, 371 verifying extensions 601 pre- post-alarm, System Administrator setting 79 predefined selective recording setting up 71 prompts recording 590
queries increasing speed, System Administrator 770 query by participants 394, 401, 402 RCM CLS configuration parameters 786 Record On Demand (ROD) service configuring for IP Phones 390
Index 814
optional fields, see business data
recording channels see also loggers defining activity detection 77 defining activity statistics 103 mapping 74, 100 setting audio alarms 79 setting compression 104 setting DTMF for ROD 104 setting up audio activity 77, 103 recording channels, System Administrator defining activity statistics 77 enabling warning tones 79 setting compression 78 setting DTMF for ROD 78 setting gain control 78 setting pre and post alarms 79 setting session creation 78 Recording Decisions CLS configuration parameters 784 recording prompts test survey 590 recording type 180 recreating links 56 registry CLS server parameters 169 Reporter 369 reports defining levels 164 Scheduled Reports component 372 reserved columns indexing 49, 346 using for business data 338 retention value, Storage Center defining 651 retrieval, System Administrator see PlaybackUnit loggers ROD, System Administrator, see DTMF for ROD Rule Engine database 42 Rules Manager 42 Rx input 181
Scheduled Reports defining maximum displayed reports 372 Scorecard nugget configuring in System Administrator 408 screen activity area, Player 386 Screen Logger limitations 186 workflow 188 selective recording defining in CLS 159
selective recording, System Administrator datalines 72 setting up 71 summed audio 72 timeslots 72 serial numbers 31 session creation, System Administrator guidelines for setting 85 setting for recording channels 78 session parameters defining 69, 97 described 65, 94 SNMP management tool, see NMS sound waves, Player 385 spare logger, see N+1 Specific Survey 599 SQL jobs Data Marts 434 defining schedules 445 SQL security, System Administrator 53, 55 SQL servers, see database servers static mapping defined 181 Storage Center setting locate settings Locations 375 Storage Center database overview 42 Storage Center, System Administrator archiving behavior 652 defining a Storage Center Server 642, 647 defining an ESM 664 defining storage groups 651 defining storage units 656 deleting a component 674 enabling multiple archiving 649 modifying parameters 672 workflow 646 storage groups, Storage Center defining 651, 653 viewing 663 storage types, Storage Center directory per day 657 multiple directories 657 storage units, Storage Center archiving 652 defining 656, 657 storage types 657 summed audio, System Administrator 72 summed input 181 survey playing 592
Index 815
Survey Upload Data 599 Survey Upload Type 599 switches adding a CLS server 163 System Administrator adding and modifying components 30 changing host computers 771 database configuration 42 defining loggers 63, 93, 129 defining Telephony Services server 617, 630 enabling warning tones 770 license files 40 opening 23, 642 overview 22
configuring in System Administrator 408 TRS (Basic Recordings) 171 CLS configuration parameters 774 TRS, see Inserter Support trunk workflow 189 trunks, System Administrator configuring 69 connecting 72 TSM, Storage Center defining 667 turret workflow 189 Tx input 181
Tag Current Call service configuring for IP Phones 390 TCP ports, using 368, 371 technician mode 30 Telephony Services server configuring 521 defining 617, 630 deleting a definition 544, 623, 639 dial plans 545 modifying a definition 542, 616 temporary license 32 test survey listening to 592 recording prompts 590 Test tones, System Administrator, setting 70 threshold, activity detection energy table 83 guidelines 82 setting 77 testing 82 timeslots, System Administrator 72 tones, see warning tones total recording defining in CLS 159 TotalView
UCID 565, 566 Unique Device ID 181 unsummed input 181 update configuration 193 voice comments, retention 569 VOX driver limitations 184
V W
warning tones, System Administrator enabling for recording channels 79, 770 workflow active VoIP device 191 active VoIP gateway 192 channel mapping 187 Data Mart 419 defining a Storage Center 646 defining loggers 65, 94 passive VoIP device 190 passive VoIP gateway 191 screen 188 setting up a CLS server 158 trunk 189 turret 189
Index NICE Perform Release 3.2: System Administrators Guide (Rev. A5)
816

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NICE Perform

Insight from Interactions

What are the Data Mart Domains? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438

Reviewing VRG Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 722 Deleting a Defined VRG Unit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723

Blank page for double-sided printing.

Introducing the System Administrator

Introducing the System Administrator

Navigating the System Administrator

Navigating the System Administrator

The System Administrator appears.

Accessories Menu Settings Menu Save

Navigating the System Administrator

Select Logger Servers All Loggers appear in the details pane

Receiving a System Summary

Receiving a System Summary

Summary pages provide the following information:

Receiving a System Summary

Refreshing the Summary Page

To refresh a single component, right-click the component, and click Refresh.

The Summary page is automatically updated at regular intervals.

Receiving a System Summary

Understanding Summary Page Views

Expanded Applications Suite

defined as agents. This number is determined using the following criteria:

NICE Perform Release 3.2: System Administrators Guide (Rev. A5)

Receiving a System Summary

License Serial Numbers

Expanded Data Hub

only one Data Mart per Organization.

Receiving a System Summary

Servers View Tab

Components View Tab

Adding and Modifying Components in the System Administrator

Adding and Modifying Components in the System Administrator

From the Settings menu select Technician Mode.

From the Settings menu select Technician Mode.

There are three ways to apply a license:

The Temporary License Window

The Temporary License Window

In the Temporary License window, you will see:

NICE Perform Release 3.2: System Administrators Guide (Rev. A5)

The Temporary License Window

License and using the License Window on page 35.

The Update License window appears.

Updating a License and using the License Window

Updating a License and using the License Window

Updating a License and using the License Window

2. Select a Licences in one of the following ways:

NICE Perform Release 3.2: System Administrators Guide (Rev. A5)

Updating a License and using the License Window

Click From File. An Open window appears.

automatically appear in the appropriate fields.

Showing All Licenses

Showing All Licenses

Click a heading to sort the table for quick access to a license.

Relevant to the current component Currently unassigned and therefore available

2. From the Actions menu, select Import License Keys. -or-

Using a License File

Using a License File

What is Database Server Configuration?

What is Database Server Configuration?