System Administrator's Guide

NICE Perform®
Release 3.2
System Administrator's Guide
November 2009
385A0426-05 Rev. A4
®
Insight from Interactions TM
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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
Using Business Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
2
Managing Licenses 33
Licensing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
The Temporary License Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Updating a License and using the License Window . . . . . . . . . . . . . . . . . . . 37
Showing All Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Importing Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Using a License File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
3
Defining Database Servers 43
What is Database Server Configuration? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Which method of SQL Server Authentication is in use?. . . . . . . . . . . . . . . . 46
Defining a Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Managing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Reserved Columns for Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Contents 5
NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Adding Reserved Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Indexing Reserved Columns and Business Data Fields . . . . . . . . . . . . . . . 54
Changing Column Names - Using Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Activating/Deactivating Data Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Added Security for SQL Server Authentication - Changing Passwords . . . . 58
Changing the nice sa Login Password . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Changing a NICE Login Password for an Individual SQL Server . . . . . . 60
Removing Subscribers from Replication . . . . . . . . . . . . . . . . . . . . . . . . 61
Modifying a Database Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Deleting a Database Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Scheduling Database Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Guidelines for Restoring a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Running or Stopping a Database Backup Job . . . . . . . . . . . . . . . . . . . . . . . 67
4
Configuring TDM Loggers 69
Before You Define Your Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Defining a NiceLog Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Setting Up Predefined Selective Recording . . . . . . . . . . . . . . . . . . . . . . . . . 78
Integrating the Logger with Other Components . . . . . . . . . . . . . . . . . . . . . . 80
Configuring Audio Recording Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Guidelines for Configuring Audio Activity . . . . . . . . . . . . . . . . . . . . . . . . 88
Guidelines for Configuring Audio Parameters . . . . . . . . . . . . . . . . . . . . 92
Defining an Interaction Capture Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Defining a Playback Unit Logger for Retrieval . . . . . . . . . . . . . . . . . . . . . . . 95
Defining a Spare Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
5
Configuring VoIP Loggers 99
Defining and Configuring a VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Defining a New VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Integrating the Logger with Other Site Components . . . . . . . . . . . . . . . . . 105
Contents 6

Configuring Audio Recording Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Guidelines for Configuring Audio Activity . . . . . . . . . . . . . . . . . . . . . . . 112
Guidelines for Configuring Audio Parameters . . . . . . . . . . . . . . . . . . . 114
Defining a Spare Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
6
Configuring the Network Embedded Logger 119
Procedure 1: Completing the Network Embedded Logger Definition . . . . 120
Procedure 2: Mapping Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Procedure 3: Viewing the Network Embedded Logger Configuration . . . . 129
Procedure 4: Editing Network Embedded Logger CTI Nodes . . . . . . . . . . . 131
Understanding CTI Node Parameters for the Network Embedded Logger . 131
Deleting CTI Sources from the Network Embedded Logger . . . . . . . . . . . 133
7
Configuring the NiceScreen Logger 135
Before You Define Your Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Defining a NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Deleting a NiceScreen Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
8
Resiliency and N+1/1:1 143
What is N+1? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
General Guidelines for N+1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Defining an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Viewing the Spare Logger in the System Administrator . . . . . . . . . . . . . . . 149
Managing an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Updating a Logger Definition for a Member of an N+1/1:1 Chain . . . . . . . . 150
Adding a Logger to an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Removing a Logger from an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . 151
Deleting an N+1/1:1 Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Contents 7

9
Archive Configuration 153
Defining a Default Logger Archiving Assignment . . . . . . . . . . . . . . . . . . . . 154
Configuring the RTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Deleting an RTS Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
10
Interactions Center Server Configuration 165
How Do I Define a CLS Server? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Defining a CLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Selecting MPCMs used by the CLS Server . . . . . . . . . . . . . . . . . . . . . . . . 171
Mapping Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Defining Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Modifying Configuration Parameters for a Cluster . . . . . . . . . . . . . . . . . . . 175
Editing Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Defining a Schedule for Inserting Basic Recordings (TRS Functions) . . . 180
Modifying a CLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Deleting a CLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
11
Channel Mapping 183
What’s New in Release 3.2? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
The ABC’s of Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Selecting a Recording Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Importing Channel Mapping Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Channel Mapping Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Limitations for Dynamic Channel Mapping directly to a Switch . . . . . . . . . 193
Limitations for Screen Loggers Defined with Logger Sharing . . . . . . . . . . 194
Getting Started Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Workflow for Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Workflow for Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Contents 8

Workflow for Logger Sharing (Screen Loggers) . . . . . . . . . . . . . . . . . . . . . 196
Workflow for Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Workflow for Recording Turrets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Workflow for Passive VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Workflow for Passive VoIP Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Workflow for Active VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Workflow for Active VoIP Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Saving and Updating Channel Mapping Configurations . . . . . . . . . . . . . . . 201
12
Defining CTI Integrations 203
CTI Integrations Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Where do I Begin? A Recommended Workflow . . . . . . . . . . . . . . . . . . . . . . 206
Information Required Before you Begin . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Configuring a Complete CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Defining a Complete CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Activating the Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Activating Device Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Customizing CTI Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Customization Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Defining a New CTI Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Defining Available Devices and Codes . . . . . . . . . . . . . . . . . . . . . . . . 255
Defining a New Connection Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Defining a New Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Defining a New Key Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Defining a New Media Provider Controller . . . . . . . . . . . . . . . . . . . . . . . . . 286
Specialized CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Mapping Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Defining Media Correlation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Defining Field Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Defining Rejected Devices and Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Defining Failover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
Managing CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Viewing a Summary and Accessing Components . . . . . . . . . . . . . . . . . . . 319
Contents 9

Accessing Components from the Resources Tab . . . . . . . . . . . . . . . . . . . 320
Viewing a Diagram of all Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Modifying CTI Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Editing CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Modifying Driver Configuration Parameters . . . . . . . . . . . . . . . . . . . . . 323
Deleting an Unwanted Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Deleting CTI Integration Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Managing Telephony Switches and Devices . . . . . . . . . . . . . . . . . . . . . . . 326
Adding a Telephony Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Editing Telephony Switches and Devices . . . . . . . . . . . . . . . . . . . . . . 327
Adding or Modifying Monitored Devices during Runtime . . . . . . . . . . . 335
Deleting Unused Telephony Switches . . . . . . . . . . . . . . . . . . . . . . . . . 342
Copying XML Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
13
Allocating Channel and Port Licenses (License Manager) 345
Different Types of Channel Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Channel Allocations - What the Numbers Represent . . . . . . . . . . . . . . . . . 347
Allocating Licenses to Traders and Channels . . . . . . . . . . . . . . . . . . . . . . . 349
Allocating Redundant Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Clearing Trader and Channel Allocations . . . . . . . . . . . . . . . . . . . . . . . . . 351
Reviewing the Number of Ports assigned to each Telephony Service. . . . 352
Allocating Ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Updating the Applications Server License to add Channels or Ports . . . . 355
14
Configuring the Applications 359
Defining the Applications in the System Administrator . . . . . . . . . . . . . . . 361
Customizing Application Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Defining Search Order and Locations for Storage Centers and Loggers . 369
What are Locations? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373
Recreating the Customer Experience - Defining CTI Analysis . . . . . . . . . . 376
Player Default Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Setting Player Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Contents 10

Overriding Customized Player Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Configuring IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Configuring Business Analyzer Default Settings . . . . . . . . . . . . . . . . . . . . 388
Defining Business Analyzer Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Clearing Business Analyzer Users Preferences . . . . . . . . . . . . . . . . . . . . 394
Defining All Call Segments of an Agent in the Business Analyzer . . . . . . . 395
Configuring PBO Requests Default Settings . . . . . . . . . . . . . . . . . . . . . . . 396
Defining Playback Organizer Preferences . . . . . . . . . . . . . . . . . . . . . . . . . 396
Clearing Playback Organizer Users Preferences . . . . . . . . . . . . . . . . . . . . 400
Configuring SmartCenter (TotalView and Performed). . . . . . . . . . . . . . . . . 402
15
Configuring the Data Mart Server 407
What is the Data Mart? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Data Mart Installation Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Single Data Hub Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Architecture for Multi Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411
Building the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
Verify the Data Mart Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413
Define the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
Install the NICE Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
Link the Databases to the NICE Domains . . . . . . . . . . . . . . . . . . . . . . . . . 418
Define Data Mart Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
Customizing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Modifying a Data Mart Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
Creating a Customized Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
Selecting Schedules for a Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Monitoring SQL Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Viewing Synchronization Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
What are the Data Mart Domains? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430
Contents 11

16
Multidimensional Database Configuration for Interactions Analytics
and My Universe 431
Configuring Multidimensional Databases . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Defining Schedules for SQL Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
17
Content Analysis Server Configuration 437
Defining Content Analysis Configuration Parameters . . . . . . . . . . . . . . . . 438
Defining General Content Analysis Settings . . . . . . . . . . . . . . . . . . . . . . . 439
Defining Language Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
Editing Language Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 445
Defining a Word Search Content Analysis Server . . . . . . . . . . . . . . . . . . . . 447
Defining a Speech-to-Text Content Analysis Server . . . . . . . . . . . . . . . . . . 455
Deleting a Content Analysis Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
Overriding Playback Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Defining a Storage Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
18
Deploying Secure Client Communication 469
What is NICE Perform Secure Client Communication Solution? . . . . . . . . 470
Certificate Deployment for Secure Client Communication . . . . . . . . . . . . . 471
Configuring Secure Client Communication in the System Administrator . 472
Testing Security Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474
19
Configuring NICE Perform Components for Media Encryption 477
Verifying and Configuring the Cryptographic Database . . . . . . . . . . . . . . . 478
Configuring the Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
Requirements for Applications Server Installation . . . . . . . . . . . . . . . . . . . 479
Configuring the Key Storage Manager Server . . . . . . . . . . . . . . . . . . . . . . 480
Defining KSM Synchronization Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . 484
Defining an IIS User Identity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 485
Contents 12

Adding a Domain User to the Windows Built-in IIS Group . . . . . . . . . . . . . 486
Enabling Anonymous Access from the IIS Web Site . . . . . . . . . . . . . . . . . 488
Configuring the Logger for Media Encryption . . . . . . . . . . . . . . . . . . . . . . . 489
Supported Loggers for Media Encryption . . . . . . . . . . . . . . . . . . . . . . . . . 489
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 489
Verifying Logger Installation and Configuration . . . . . . . . . . . . . . . . . . . . . 491
Encryption Requirements for NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . 493
Verifying Player Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Configuring the Audio Analysis Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
Audio Analysis Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
Encrypting the WorkArea Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
20
Media Encryption Maintenance 497
Maintaining Master Keys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
Maintaining Database Master Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
Changing the Password of the Database Master Key . . . . . . . . . . . . . 498
Backing Up the Database Master Key . . . . . . . . . . . . . . . . . . . . . . . . . 499
Backing up the Database Master Key Encryption Password . . . . . . . . 500
Backing Up the Service Master Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
Restoring Encryption Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
Restoring the Service Master Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
Restoring the Database Master Key . . . . . . . . . . . . . . . . . . . . . . . . . . 502
Re-encrypting the Database Master Key by a New Service Master Key . .
503
Backing Up and Restoring the Cryptographic Database . . . . . . . . . . . . . . 504
Backing Up the Transactional Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
Restoring a Complete Database (Full Recovery Model) . . . . . . . . . . . . . . 505
Backing Up the Tail of the Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505
Restoring the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
21
Playback to Extension and Dial Plan Configuration 509
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510
Contents 13

Configuring a Telephony Services Server . . . . . . . . . . . . . . . . . . . . . . . . . . 511
Before You Configure the Telephony Services Server . . . . . . . . . . . . . . . . 511
Creating a New Telephony Services Server . . . . . . . . . . . . . . . . . . . . . . . 512
Configuring Playback to Extension for the Analog/Digital Interface . . . . . . 517
Configuring Playback to Extension for the H.323 IP Interface . . . . . . . . . . 519
Configuring Playback to Extension for the SIP IP Interface . . . . . . . . . . . . 523
Verifying Switch Extensions for Analog Playback to Extension . . . . . . . . 529
Modifying the Telephony Services Server Definition . . . . . . . . . . . . . . . . . 530
Verifying NICE Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
Deleting a Telephony Services Server Definition . . . . . . . . . . . . . . . . . . . . 532
What is a Dial Plan? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
How to Select a Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
How an Instant Callback Dial Plan Works . . . . . . . . . . . . . . . . . . . . . . 535
Defining a Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535
Defining an Instant Callback or Clip Recording Dial Plan . . . . . . . . . . . 536
Defining a Playback to Telephone Dial Plan for a User-Defined Switch 539
Defining a Search Order for Telephony Services Servers . . . . . . . . . . . . . 542
22
Customer Feedback Configuration 543
Defining Feedback Ports on a Telephony Services Server . . . . . . . . . . . . . 545
Initial Setup Procedures for Customer Feedback . . . . . . . . . . . . . . . . . . . . 553
Avaya Interfaces: Defining Routing Parameters . . . . . . . . . . . . . . . . . . . . 553
Defining General Parameters for Customer Feedback . . . . . . . . . . . . . . . 555
Defining a Retention Period for Voice Comments . . . . . . . . . . . . . . . . . . . 557
Configuring Customer Feedback Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
Analog Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
H.323 Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
SIP Extension Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . 565
SIP Trunk Interfaces: Configuring Ports . . . . . . . . . . . . . . . . . . . . . . . . . . 570
What are Extension Identifiers and When to use them . . . . . . . . . . . . . . . 573
Recording Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Integrating Prerecorded Prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Listening to a Recorded Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580
Contents 14

Routing a Call to a Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581
Defining Surveys Routed by DTMF Parameters . . . . . . . . . . . . . . . . . . . . 581
Defining Surveys Routed by CTI Parameters . . . . . . . . . . . . . . . . . . . . . . 583
Defining Surveys Routed by Business Data Parameters . . . . . . . . . . . . . . 584
Defining a Fixed Survey for a Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 586
Defining a Default Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
Adding the Telephony Services Server to the NMS . . . . . . . . . . . . . . . . . . 589
Verifying Switch Extension Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 589
Modifying the Feedback Definition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
23
Configuring for System Streaming 591
Choosing a Stream Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 593
Scenario 1: Streaming Disabled at Local Site (Default configuration) . . . . 593
Scenario 2: Server at Player Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594
Scenario 3: Server at Logger Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596
Scenario 4: Server to Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
Scenario 5: Server at Player Site for Remote Interactions Only . . . . . . . . 598
Scenario 6: Server to Server for Remote Interactions Only . . . . . . . . . . . . 600
Scenario 7: Server at Player Site for Local Interactions Only . . . . . . . . . . 601
Configuring System Streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
Enabling Stream Server Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
Configuring the Default Stream Server Definition . . . . . . . . . . . . . . . . . . . 605
Optional - Defining a New Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . 606
Defining System Streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Disabling System Streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609
Viewing All Stream Server Configuration Information . . . . . . . . . . . . . . . . 610
Maintaining the Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Modifying the Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Deleting a Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612
24
Configuring for WMS Streaming 613
Configuring Windows Media Server Streaming . . . . . . . . . . . . . . . . . . . . . . 614
Contents 15

General WMS Streaming Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614
About Media Services Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 614
About ASF File Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615
About Publishing Point Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 615
Enabling Stream Server Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617
Defining a New Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617
Enabling and Defining Windows Media Server Streaming . . . . . . . . . . . . . 619
Optional: Defining Digital Rights Management (DRM) Configuration . . . . . 622
Configuring Users and Groups for WMS Streaming . . . . . . . . . . . . . . . . . 624
Viewing All Stream Server Configuration Information . . . . . . . . . . . . . . . . 625
Maintaining the WMS Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626
Modifying the WMS Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . 626
Deleting a Stream Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627
25
Configuring Screen Content Analysis 629
Defining the Screen Content Analysis Server . . . . . . . . . . . . . . . . . . . . . . . 630
26
Configuring Storage Center 633
Defining a Storage Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 634
Procedure 1: Defining the Storage Center Server . . . . . . . . . . . . . . . . . . . 634
Procedure 2: Defining Storage Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 639
Procedure 3: Defining a Storage Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . 644
Guidelines for Using the Storage Size Calculator . . . . . . . . . . . . . . . . 650
Viewing Storage Groups and Storage Units . . . . . . . . . . . . . . . . . . . . . . . 651
Procedure 4: Defining an ESM Device . . . . . . . . . . . . . . . . . . . . . . . . . . . 652
Defining EMC Centera as the ESM Device . . . . . . . . . . . . . . . . . . . . . 652
Defining TSM as the ESM Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655
Defining NetApp Snaplock as the ESM Device . . . . . . . . . . . . . . . . . . 657
Modifying Storage Center Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 660
Deleting a Storage Center Component . . . . . . . . . . . . . . . . . . . . . . . . . . . 662
Contents 16

27
Tracking the Status of your Storage Centers 663
Viewing Storage Center Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 664
Viewing the Status of Storage Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
28
Installing the Media Library 667
Configuring the Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668
Defining Media Library Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 670
Deleting a Media Library Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 673
29
Configuring Playback Organizer (PBO) 675
Configuring the PBO Request Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 676
Configuring Advanced Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 678
Configure the Approval Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 678
Configure the Completion Comment Form . . . . . . . . . . . . . . . . . . . . . . . . 679
Configure the Approval Comment Form . . . . . . . . . . . . . . . . . . . . . . . . . . 679
Configure the Rejection Comment Form . . . . . . . . . . . . . . . . . . . . . . . . . . 679
30
Network Management System (NMS) Configuration 681
Defining the NMS via System Administrator . . . . . . . . . . . . . . . . . . . . . . . . 683
Modifying the NMS Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 687
Deleting the NMS Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 687
31
Defining VoIP Recording Gateway (VRG) 689
Guidelines for Defining VRG Ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 690
Where are the VRG Definitions Saved? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 691
General VRG Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 692
Defining a New VRG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 694
Tips for Configuring Interaction-Based Recording with VRG Redundancy . 706
Contents 17

Reviewing VRG Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 710
Deleting a Defined VRG Unit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 711
32
Interfacing NICE Perform with Microsoft Active Directory 713
Active Directory in your NICE Perform System . . . . . . . . . . . . . . . . . . . . . . 714
Background Information about Active Directory . . . . . . . . . . . . . . . . . . . . . 714
Prerequisites for Active Directory Authentication . . . . . . . . . . . . . . . . . . . 716
Confirming the Existence of Trusted Domains . . . . . . . . . . . . . . . . . . . . . . 717
Switching to Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 720
Maintaining your Active Directory Environment . . . . . . . . . . . . . . . . . . . . . 725
Modifying Active Directory Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 725
About the SuperUser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726
Changing the Active Directory SuperUser . . . . . . . . . . . . . . . . . . . . . . 727
Adding a Domain to Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727
Removing a Domain from Active Directory . . . . . . . . . . . . . . . . . . . . . . . . 728
Locating Users defined in a Domain . . . . . . . . . . . . . . . . . . . . . . . . . . 729
Validating Users in Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729
Uploading a User Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Troubleshooting Active Directory in your NICE Perform System. . . . . . . . 731
Common Active Directory Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732
A
Working with Multi Data Hubs 733
Multi Data Hub Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735
Multi Data Hub Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736
Procedure 1: Setting Up the Primary Data Hub . . . . . . . . . . . . . . . . . . . . . . 737
Procedure 2: Setting Up a Secondary Data Hub . . . . . . . . . . . . . . . . . . . . . 738
Procedure 3: Connecting the Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . 739
Procedure 4: Linking the Data Mart to a Secondary Data Hub . . . . . . . . . . 743
Procedure 5: Defining Replication Between Data Hubs . . . . . . . . . . . . . . . 745
Defining Replication with SQL Authentication . . . . . . . . . . . . . . . . . . . . . . 745
Defining Replication with Windows (NT) Authentication . . . . . . . . . . . . . . 748
Procedure 6: Completing the Multi Data Hub Definition . . . . . . . . . . . . . . . 751
Contents 18

B
Tips 753
To Troubleshoot a Communications Failure . . . . . . . . . . . . . . . . . . . . . . . . 754
To Troubleshoot an Active Directory Environment . . . . . . . . . . . . . . . . . . . 754
To Increase Query Speed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 754
To Enable Warning Tones or Warn the Caller . . . . . . . . . . . . . . . . . . . . . . . 754
To Change the Host Computer for the Applications . . . . . . . . . . . . . . . . . . 755
C
CLS Configuration Parameters 757
TRS (Basic Recording) Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
CLS Monitor Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 760
SNMP Agent Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762
Dispatch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762
Call Server Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762
Log Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766
DB Server Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 767
Recording Decisions Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 769
General Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770
RCM Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 771
D
Enabling Display of NICE System Information in the Summary Page
775
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776
Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777
Verifying the System Administrator User . . . . . . . . . . . . . . . . . . . . . . . . . . 778
Adding the System Administrator User to Computers not in an Active
Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 780
Installing WMI Windows Management Instrumentation . . . . . . . . . . . . . . . 783
Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 785
Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . 791
Contents 19

Index 797
Contents 20

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
Using Business Data Fields........................................................................................... 31
Chapter 1: System Administrator Overview 21

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.

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 Accessories Menu
format available) Settings Menu
Save
Actions Menu
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 . Use this
button at any time to undo changes made since your last save.

• 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

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 system’s 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.

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 component’s machine.
• The component is accessible.
The Summary page is automatically updated at regular intervals.

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.

• 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.

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.

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.

Using Business Data Fields
Using Business Data Fields

You can customize your site’s database by including data that is available from your switch and is
not automatically included in the NICE Interaction database.
Data from the switch must be defined during driver setup and mapped to an Optional ID field. In
the System Administrator, you define a new data field (reserved column) for each Options ID
field. You then map each reserved column to a corresponding Optional ID field. These are
Business Data fields.
EXAMPLE:
Use business data fields for information such as Customer Name and Account Number.
To use Business Data fields:

1. During driver setup, data from the switch is mapped to Optional ID fields. This step was done
during driver setup.
2. In the System Administrator, in the Database definition, define a Reserved Column for each
Optional ID field. This reserves a space in the database for the data from the switch. See
Adding Reserved Columns on page 51.
3. In the System Administrator, in the CLS server definition, map the Reserved Columns to
the Optional ID fields. This places the data from the switch into the database fields. See
Mapping Business Data on page 172.
4. Open the Users Administrator application and provide the relevant users with permission to
access the new data fields.
5. In the relevant applications, display/access data as necessary. For example, in the Business
Analyzer, use the Preferences window to display new fields.
EXAMPLE:
Your switch provides the Client Location. During driver setup, the Client Location is mapped to
Optional ID field 7. (Step 1)
Define a Reserved Column in the database called Other Location.(Step 2)
During CLS configuration, map Other Location to Optional ID field 7. (Step 3)
The Client Location from the switch now appears in the NICE Perform column called Other
Location. You can access this column throughout the NICE Perform system. (Step 4 and Step 5)
IMPORTANT
If Business Data fields are not mapped in the CLS definition (Step 3 above), the information is
still stored, but you will not be able to access it from other applications, such as the Business
Analyzer.

Blank page for double-sided printing.
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 ........................................................................................................ 34

The Temporary License Window................................................................................... 35
Updating a License and using the License Window ................................................... 37
Showing All Licenses..................................................................................................... 40
Importing Licenses......................................................................................................... 41
Using a License File ....................................................................................................... 42
Chapter 2: Managing Licenses 33

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.

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 40
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.

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 37.
The Update License window appears.
2. See Updating a License and using the License Window on page 37 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.

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-

• 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.

-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.

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 37.
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 37.

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:
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.

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 41.
• To directly access the license file, see Updating a License and using the License Window
on page 37.

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? ..................................................................... 44

Which method of SQL Server Authentication is in use? ............................................ 46
Defining a Database Server ........................................................................................... 47
Managing Databases ...................................................................................................... 50
Reserved Columns for Business Data ....................................................................... 50
Indexing Reserved Columns and Business Data Fields ............................................ 54
Changing Column Names - Using Aliases .................................................................55
Activating/Deactivating Data Columns ....................................................................... 57
Added Security for SQL Server Authentication - Changing Passwords..................... 58
Modifying a Database Server Definition ..................................................................... 63
Deleting a Database Server Definition ....................................................................... 63
Scheduling Database Backup ....................................................................................... 64
Chapter 3: Defining Database Servers 43

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.
Required Databases
Database Description
nice_admin 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.
nice_audit Contains a record of actions in the system for use by the Audit
Trail in Business Analyzer. For example, agent login and report
requests.
nice_interactions 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.
nice_rule Contains information from the Rules Manager.
Optional Component Databases
Database Description
nice_as_kpi* Optional database for use with My Universe.
nice_as_my_universe* Required for use with My Universe.
nice_as_text_analysis* Required for use with ClearSight.
nice_ca Contains Audio Analysis information. Required for use with
Business Analyzer.
nice_crypto Serves as a repository for encryption keys for the NICE Key
Storage Manager (KSM) application.
nice_cti_analysis Contains information from your switch used by Business
Analyzer and not included in the nice_interactions database.
nice_dw Required for use with Data Mart.
nice_ib Required for use with Playback Organizer.
nice_pbs_data Required for use with the Playback Server.
nice_qa Required for use with Coaching and Clips in the Business
Analyzer.

Database (Continued) Description (Continued)

nice_reporter Contains information for the Reporter.
nice_screen_sense Required for use with ScreenSense.
nice_storage_center Required for use with Storage Center.
* Indicates multidimensional database

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.

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.

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 .

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.
b. Move the new server from the Available Servers list to the Attached Servers list and
click Save .
10. For additional Database customization options, see Managing Databases on page 50.

Managing Databases
Managing Databases
Once the databases are installed and defined, you can do the following optional customizations to
enhance your system’s performance:
• Create Business Data fields with customized information. For example, customer account
number. See Reserved Columns for Business Data on page 50.
• Increase speed when using customized columns as search criteria. See Indexing Reserved
Columns and Business Data Fields on page 54.
• Customize the column headings in other applications. See Changing Column Names - Using
Aliases on page 55.
• Lock/unlock data fields throughout the system. See Activating/Deactivating Data Columns
on page 57.
• For environments with SQL authentication, you can change SQL passwords. See Added
Security for SQL Server Authentication - Changing Passwords on page 58.
Reserved Columns for Business Data
NOTE: The system is installed with data fields ready-for-use. Use this procedure only
when further customization is necessary.
The nice_interactions database contains information about each interaction. Each piece of
information is known as a column. For example, Start Date, Start Time, and Agent ID.
Reserved columns are fields that are customized for your site. They include:
• Information that is made available by the driver installed in your system. For example, client ID.
• Scorecard and Classification rule results. These columns are created automatically whenever a
new Scorecard or Classification rule is created in the Rules Manager.
• Business Data fields - procedures for creating these are described in this section.
Reserved columns that are used as search items can be given index properties to increase search
performance. This includes both reserved columns added in this section and reserved columns
created elsewhere. To index a reserved column, continue with Indexing Reserved Columns and
Business Data Fields on page 54.
For a description of the flow of Business Data, including examples, see Using Business Data
Fields on page 31.
Adding Reserved Columns on page 51 describes defining Reserved Columns.

Managing Databases
Adding Reserved Columns
Guidelines for defining reserved columns for business data
Reserved columns that are used for Business Data fields require specific conditions as follows:
Business data fields were mapped during driver setup to Optional ID fields. Each Optional ID field
has a fixed size. The Reserved Columns you are now creating will be mapped to these same
Optional ID fields in order to receive the data they contain from the switch. Therefore, each
reserved column must be equal to or larger in size than the Optional ID field to which it will be
mapped.
Obtain a list of defined Optional ID fields and their contents. This will help you determine the type
and size of each reserved column that you are creating. For example, Optional ID field 8 contains
the Customer Name; Optional ID field 3 contains the Credit Card account number; etc.
IMPORTANT
• Some integrations have predefined Optional IDs assigned. Create Reserved Columns that
will be mapped to these fields during CLS configuration. See the relevant driver guide for
each switch for a list of predefined Optional IDs.
• If your site uses an Avaya TSAPI CTI Link, see NICE Perform Integration with Avaya
TSAPI for Supported Business Data Fields.
• Mapping Reserved columns to Optional IDs is described in Mapping Business Data
on page 172.
There are 32 Optional ID fields. The type and size of each field is as follows:
Optional ID Field Numbers Type Maximum Size
3, 4, 9, 10, 11, 12 Number N/A
1, 2, 13, 14, 15, 16 Text 20
7, 8 Text 30
5, 6, 17, 18, 19, 20, 21, 22 Text 40
23, 24, 25, 26, 27, 28, 29, 30 Text 80
31, 32 Text 120
EXAMPLE:
(Business Data) You are creating a reserved column for the Customer Address received from the
switch. The length of the Customer Address is 60. During driver setup, the Customer Address is
mapped to an Optional ID field that is size 80.
Define a reserved column called Customer Address as text size 80.

Managing Databases
To add reserved columns to the nice_interactions database:

1. In the Organization tree, select the Database Server on which the nice_interactions database is
installed and click the Reserved tab.
The Reserved Column Details appear.
2. Click Add. The New Column area is enabled.

Managing Databases
3. Complete the following information:

a. In the Column Name field, enter the name of the new field. Do not enter spaces or
special symbols!
TIP: If spaces must be used in the column name, open NotePad, type the name, and
then copy and paste it into the Name field.
b. In the Alias Name field, enter the name of the new field as it will appear in other
applications. Spaces and special symbols are allowed. This field cannot be named
“name” (the Alias “name” is already in use by the system).
c. In the Column Type drop-down list, select a format for the new field. Columns defined as
DateTime cannot be used for business data.
d. If you selected Text in the Column Type drop-down list, specify a Size.
The new column is added to the interaction database. If this is a frequently queried column,
you can increase query speed by adding a index to the column, continue with Indexing
Reserved Columns and Business Data Fields on page 54.
4. To complete Business Data Setup, See Mapping Business Data on page 172.

Managing Databases
Indexing Reserved Columns and Business Data Fields
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.

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.

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.

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 .

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 46.
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 58.
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 60.
Changing the nice sa Login Password

Use this procedure for sites using SQL Server authentication. See Which method of SQL
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 61. Then return to this procedure.

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 745.

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
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.

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.

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.

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 58.
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 47.
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 server’s 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 .

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 database’s 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.

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 .
3. To change the destination of the backup files, select a backup job and click Edit Job
Destination . The Backup Destination window appears.
a. Select Disk/Network.
b. In the Location area, type the full path for the backup files. The location must be
accessible by the user running the SQL Server service.
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 .

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

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 job’s schedule, select a backup job and click . The backup
job will not run again until it is enabled.
4. To enable a backup job’s schedule, select a backup job and click . The backup
job will run according to its next scheduled time.

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..................................................................................... 70

Defining a NiceLog Logger ............................................................................................ 71
Setting Up Predefined Selective Recording ............................................................... 78
Integrating the Logger with Other Components ......................................................... 80
Configuring Audio Recording Channels ..................................................................... 81
Guidelines for Configuring Audio Activity............................................................. 88
Guidelines for Configuring Audio Parameters ..................................................... 92
Defining an Interaction Capture Unit ............................................................................ 95
Defining a Playback Unit Logger for Retrieval............................................................. 95
Defining a Spare Logger ................................................................................................ 96
Modifying a Logger Definition ....................................................................................... 98
Deleting a Logger Definition.......................................................................................... 98
Chapter 4: Configuring TDM Loggers 69

Before You Define Your Logger
Before you define your Logger:

2. Verify that your Logger is completely installed and running. Proceed to Defining a NiceLog
Logger on page 71.

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 Determine what happens when the amount of available hard disk space on
Deletion 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.
DTMF for When a call is placed on hold, the Logger stops recording and when the
Recording call is resumed, the Logger starts recording again. You define which
on Demand characters will be used to stop and start recording when using DTMF
(ROD) 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 Define the following Session Parameters:
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.

DTMF DTMF numbers can be entered during the course of a phone call. For
Detection 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.
Test Tones 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 Logger’s connections. This feature is available only
with an ISAC2 board.
Audio Define whether the Logger is using encryption for audio recordings.
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 70.
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.
• 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 33
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.
Location Enter the Host Name or browse for the IP Address of the NiceLog
Logger.
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.
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
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 78.
-or-
Loggers that do not require defining Predefined Selective Recording, proceed to Integrating
the Logger with Other Components on page 80.

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 • Each Logger has 21 datalines (numbered

timeslots or 24 T1 timeslots. You define 0 - 20) and each dataline has 64 timeslots
the trunk/timeslot combination for each (numbered 0 - 63), on which audio can be
input channel. received. Each input channel can record
the audio from one timeslot. You define
• In the case of an unsummed call, you have
the dataline/timeslot combination for each
to record two trunks on two separate input
input channel.
channels in order to record the entire call.
• When summed audio is available, you can
define two trunk/timeslot combinations 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.).

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 80.
8. You can now define and map the audio recording channels. Proceed to Configuring Audio
Recording Channels on page 81.

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.
b. Move the new Logger from the Available Loggers list to the Attached Loggers list and
click Save .
2. If your site has an NMS Server installed, add the new Logger to the NMS monitored list:
click Save .
3. The Logger definition is complete. You can now define and map the audio recording channels.
Continue with Configuring Audio Recording Channels on page 81.

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

TIP:
• To view a recording channel’s configuration settings, double-click the recording
channel.
• To switch to another recording channel’s configuration settings, click the channel in
the Recording Channels tree.
• To define a Channel name for a recording channel, open it’s 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.

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.

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.

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 89.
b. 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, see Guidelines for
Configuring Activity Statistics on page 91.
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 92.
b. 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 93.
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 93.

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.

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.

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 89.
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 91.
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.

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 89.
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 External trigger (such as a radio receiver’s squelch output) is connected to
the external activity detector input of the NiceLog Logger.
VOX (Optional) Recognizes the characteristics of human voice, and rejects all
other input audio so that only human voice is considered active.
On/Off Hook (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.
Energy, External 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.
None Disables Activity Detection for the selected audio input channel(s) so that
all audio input is recorded.
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.

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 Logger’s 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 0 10 20 30 40 50 60 70 80 90 100
Vrms 0.07 0.2 0.5 1.5 4.1 11.5 32.5 91 250 720 2010
(in milliVolts)
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 channel’s activity detection, check
the channel’s activity statistics from time to time.

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 89.
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.
Max. rate period (hrs) 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).
Min. activity rate (%) The minimum activity rate (1% to 99%) allowed for the channel. The
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.
Min. rate period (hrs) 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).

Guidelines for Configuring Audio Parameters
TIP:
channel.
You can configure the following audio parameters for each channel:
• Session Creation Criteria - see Guidelines for Selecting Session Creation Criteria
on page 92.
• Compression Types - see Guidelines for Configuring Compression Types on page 93.
• Gain Control - see Guidelines for Configuring Gain Control on page 93.
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 89.
Available options for Session Creation Criteria is dependant on your Logger configuration.
Possible options for Session Creation Criteria are:
Activity Audio segments are defined by the level of activity on the telephone. For more
information, see Guidelines for Configuring Audio Activity on page 88.
API Opens a session on demand.

Idle
DTMF Creates sessions according to DTMF defined on the Audio Params tab.
On/Off Hook 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 Compression Ratio Bit rate
ACA 5.6 11.4:1 Compression 5.6 Kbits/sec
ACA 6.4 10:1 Compression 6.4 Kbits/sec
ACA 7.2 8.8:1 Compression 7.2 Kbits/sec
ACA 8.0 8:1 Compression 8.0 Kbits/sec
G729A 8:1 Compression 8.0 Kbits/sec
G723 10:1 Compression 6.3 Kbits/sec
ADPCM 16 4:1 Compression 16 Kbits/sec
ADPCM 32 2:1 Compression 32 Kbits/sec
PCM No Compression 64 Kbits/sec
Guidelines for Configuring Gain Control
The Gain Control allows you to specify an audio channel’s 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.

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.

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 71.
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 71.
NOTE: Only options for Playback Unit Loggers are available.

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 Logger’s 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 Logger’s recording configuration.
2. Defining an N+1/1:1 Chain on page 146
To define a spare Logger:

2. Ensure that the Logger is up and running.

select New NiceLog.

4. Enter the Serial Number and License Key for the NiceLog Logger and click OK, or see
Managing Licenses on page 33. 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 Enter the Host Name or IP Address of the spare Logger.
6. 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. Proceed to
Defining an N+1/1:1 Chain on page 146.
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.

Modifying a Logger Definition

You can modify a Logger definition using similar procedures as when initially defined.
To modify a Logger definition:

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 71.
4. Click .
Deleting a Logger Definition
Uninstalling a Logger does not automatically remove its definition from your site. You must delete
the Logger’s 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:

3. From the Actions menu, select Delete or click .

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....................................................................100

Defining a New VoIP Logger ....................................................................................100
Integrating the Logger with Other Site Components ................................................105
Configuring Audio Recording Channels ...................................................................106
Guidelines for Configuring Audio Activity........................................................... 112
Guidelines for Configuring Audio Parameters ................................................... 114
Defining a Spare Logger .............................................................................................. 115
Modifying a Logger Definition ..................................................................................... 117
Deleting a Logger Definition........................................................................................ 117
Chapter 5: Configuring VoIP Loggers 99

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 100
2. Integrating the Logger with Other Site Components on page 105
3. Configuring Audio Recording Channels on page 106
4. Resiliency only:
a. Defining a Spare Logger on page 115
b. Defining an N+1/1:1 Chain on page 146
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 Determine what happens when the amount of available hard disk space
Deletion 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 Define the following Session Parameters:

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 Define whether the Logger is using encryption for audio recordings.
Encryption

To define a VoIP Logger:

select New NiceLog.
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.
NiceLog Server and click OK.
TIP: See Managing Licenses on page 33

The Define NiceLog window appears.

identifying this Logger elsewhere in the System Administrator.
Location Enter the Host Name or IP Address of the Logger.
4. Click OK.
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

5. Click the Global tab. The parameters that are not channel-specific appear.
6. 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.
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 Media Encryption, in the Audio Encryption area, select Yes.

-or-
To turn off Media Encryption, in the Audio Encryption area, select No.

9. Click the Channels tab and then move channels between the Input Channels Not
Configured and the Configured Input Channels lists.
10. Click Save .

11. Proceed to Integrating the Logger with Other Site Components on page 105.

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

1. Add the new Logger to the CLS definition:
b. Move the new Logger from the Available Loggers list to the Attached Loggers list and
click Save .
2. If your site has an NMS server installed, add the new Logger to the NMS Monitored Servers
list:
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 106.

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

TIP:
• To view a recording channel’s configuration settings, double-click the recording
channel.
• To switch to another recording channel’s configuration settings, click the channel in
the Recording Channels tree.
• To define a Channel name for a recording channel, open it’s 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.

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.

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 113.
• The Activity Detection mode is automatically set to Energy. This mode and its threshold
cannot be changed.
EXAMPLE:

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 114.

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.

Guidelines for Configuring Audio Activity
TIP:
channel.
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 113.
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.

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
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.
Max. rate period (hrs) 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).
Min. activity rate (%) The minimum activity rate (1% to 99%) allowed for the channel. The
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.
Min. rate period (hrs) 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).

Guidelines for Configuring Audio Parameters
TIP:
channel.
You can configure the following audio parameters for each channel:
• Compression Types - see Guidelines for Configuring Compression Types on page 114.
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 Compression Ratio Bit rate
G729A 8:1 Compression 8.0 Kbits/sec
G723 10:1 Compression 6.3 Kbits/sec
PCM No Compression 64 Kbits/sec
NOTE: The default compression type is PCM.


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 Logger’s 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 Logger’s recording configuration.
2. Defining an N+1/1:1 Chain on page 146
To define a spare Logger:

2. Ensure that the Logger is up and running.

select New NiceLog.

4. Enter the Serial Number and License Key for the NiceLog Logger and click OK, or see
Managing Licenses on page 33. 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.

identifying this Logger elsewhere in the System Administrator.
Location Enter the Host Name or IP Address of the Logger.
6. 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.
7. Proceed to Defining an N+1/1:1 Chain on page 146.



3. Modify the relevant fields. For details of available parameters, see Defining and Configuring
a VoIP Logger on page 100.
4. Click .
Deleting a Logger Definition
Uninstalling a Logger does not automatically remove its definition from your site. You must delete
the Logger’s definition using the System Administrator.
It is recommended that you do this procedure before uninstalling the Logger so that you do not


6
Configuring the Network Embedded
Logger
This section covers the following topics:

• Procedure 1: Completing the Network Embedded Logger Definition on page 120
• Procedure 2: Mapping Channels on page 121
• Procedure 3: Viewing the Network Embedded Logger Configuration on page 129
• Procedure 4: Editing Network Embedded Logger CTI Nodes on page 131
Contents
Procedure 1: Completing the Network Embedded Logger Definition .....................120

Procedure 2: Mapping Channels.................................................................................121
Procedure 3: Viewing the Network Embedded Logger Configuration ....................129
Procedure 4: Editing Network Embedded Logger CTI Nodes ..................................131
Chapter 6: Configuring the Network Embedded Logger 119

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).

1. Add the new Network Embedded Logger to the CLS definition:
b. Move the new Network Embedded Logger from the Available Loggers list to the
Attached Loggers list and click Save .
2. If you have an NMS server installed, add the new Network Embedded Logger to the NMS
monitored list:
click Save .
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 121.

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.
2. From the Settings menu, select Technician Mode.
3. In the Organization tree, navigate to Site > CLS Definitions > Channel Mapping > 1.
Channels Definition.
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.

Mapping Channels
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.

6. Click OK.
All channels that are configured as input channels appear.

Mapping Channels
7. Click Save to save the Channels definition. This saves changes, it does not apply them.
Sources Definitions. Then select a switch and click to expand its definition.
All defined switches appear.
Wizard Add Delete
Import Edit
9. Select the relevant Physical Switch and click to expand its definition.
10. Click Wizard .

The Create Sources Wizard starts.
11. Click Next.

Mapping Channels
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
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

Mapping Channels
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.
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

Mapping Channels
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.
Static Mapping. Click the Attach tab.
The Attach Sources to Channels window appears.
19. Select the Physical Switch ID where the Sources are defined.

Mapping Channels
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.
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.

Mapping Channels
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!

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.

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

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 Description
IP Address IP addresses of the CUCM Publisher and CUCM Subscriber at the

site.
Port Range You can define up to five (5) ports per node.
• Lower Limit - keep the default value.
• Upper Limit
• 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.
Transport Protocol • 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.

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 131.
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 .

7
Configuring the NiceScreen Logger
This chapter describes how to configure the NiceScreen Logger in the System Administrator.
Contents
Before You Define Your Logger...................................................................................136

Defining a NiceScreen Logger.....................................................................................137
Modifying a Logger Definition .....................................................................................141
Deleting a NiceScreen Logger Definition ...................................................................142
Chapter 7: Configuring the NiceScreen Logger 135

Before you define your Logger:

2. Proceed to Defining a NiceScreen Logger on page 137.

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. Verify that you are in Technician mode. See Before You Define Your Logger on page 136.
2. In the Organization tree, select the Logger Servers branch.
3. From the Actions menu, select New Screen Logger.
The Screen Logger Server License 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.
4. 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
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.
5. Click . The NiceScreen Logger details appear.

6. 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.
7. Click Save .
8. Add the new NiceScreen Logger to the NICE Interactions Center (CLS) definition:
server.
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 . Your NiceScreen Logger is now listed as an Attached
Logger.
d. Click Save .
9. 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.
NiceScreen Loggers that are shared with other CLSs are indicated by an asterisk *.
* indicates that this NiceScreen Logger

CLS is attached to another CLS Server
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 .
10. If you have an NMS Server installed at your site, add the new NiceScreen Logger to the NMS
monitored list:
b. Select the Associated Resource running NiceScreen Logger, select Monitor Server and
click Save .
11. Proceed to Workflow for Screen Recording on page 196.



3. Modify the relevant fields. For details of available parameters, see Defining a NiceScreen
Logger on page 137.
4. Click .

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:

2. In the Organization tree, select the Logger Servers branch and then select the NiceScreen
Logger you need to delete.

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 Logger’s 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? .................................................................................................................144

Defining an N+1/1:1 Chain ...........................................................................................146
Viewing the Spare Logger in the System Administrator...........................................149
Managing an N+1/1:1 Chain.........................................................................................150
Updating a Logger Definition for a Member of an N+1/1:1 Chain ............................150
Adding a Logger to an N+1/1:1 Chain......................................................................150
Removing a Logger from an N+1/1:1 Chain.............................................................151
Deleting an N+1/1:1 Chain .......................................................................................152
Chapter 8: Resiliency and N+1/1:1 143

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 Normal Normal Normal Spare

Logger 1 Logger 2 Logger 3 Logger 4 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 Normal Normal Normal Spare

Logger 1 Logger 2 Logger 3 Logger 4 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.

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.

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 99.
2. Defining and N+1/1:1 chain (below).
To define an N+1/1:1 chain:

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 71.
To define a spare Logger, see Defining a Spare Logger on page 96.

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.

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.

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 Logger’s current state appears in the General tab. During normal operation, the normal
functioning Loggers’ state appears blank and the spare’s state appears Idle. When a failure
occurs, the failed Logger’s state appears Overridden and the spare’s state appears
Overriding.
The spare Logger

is not recording
The spare
Logger is
recording
Spare
Logger
Normal
Logger

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 150
• Adding a Logger to an N+1/1:1 Chain on page 150
• Removing a Logger from an N+1/1:1 Chain on page 151
• Deleting an N+1/1:1 Chain on page 152
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 149.
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 71.
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.

4. Recreate the chain, following the procedure in Defining an N+1/1:1 Chain on page 146.
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 149.
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 146.
A new chain is created.
If necessary, you can now remove the Logger definition from the Loggers branch.

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.

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 Logger’s Backup Server
branch of the System Administrator application.
Contents
Defining a Default Logger Archiving Assignment.....................................................154

Configuring the RTS.....................................................................................................162
Chapter 9: Archive Configuration 153

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 Logger’s 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.

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:

2. 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.
3. Expand the selected Logger and select Backup Server. Device Information appears in the
right pane.

4. Click . The Automatic Archiving Configuration Wizard starts.

5. Click . Step 1 of the wizard appears.
6. In the Devices Default Assignment area, select the device/s that you are currently
configuring.
7. In the Automatic Archiving Scheme area, select one scheme. See What are the archiving
schemes? on page 154.
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.
8. 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.
9. 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.
11. 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.
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.
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 13 - 16.
13. 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 to move them to the
Input Channels to Setup list.
To move all the channels, click .

14. 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 to move them to the
Input Channels to Setup list.
To move all the channels, click .

16. Click Finish.

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:

2. 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.
3. Expand the selected Logger and select Backup Server. Device Info appears in the right pane.
showing the decks and their corresponding device information.

Configuring the RTS
4. Click . The Add Remote Tape Server window appears.
5. In the Device Index on RTS Machine field, enter the device number on the RTS.
6. In the IP Address field, enter the IP address of the computer where the RTS resides.
7. Click OK. A message appears notifying you that the Logger will restart.
8. 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.

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?...................................................................................166

Defining a CLS Server ..................................................................................................167
Mapping Business Data ...........................................................................................172
Defining Reporting Levels ........................................................................................173
Modifying Configuration Parameters for a Cluster ...................................................175
Editing Configuration Parameters ..............................................................................178
Defining a Schedule for Inserting Basic Recordings (TRS Functions) ...................180
Modifying a CLS Server Definition..............................................................................182
Deleting a CLS Server Definition.................................................................................182
Chapter 10: Interactions Center Server Configuration 165

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.

Defining a CLS Server
To define a CLS Server:

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.

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.
b. Select Cluster Redundancy Mode. Enter the Host Name or IP Address of the primary
and secondary nodes in the Cluster.
c. Click Next.
7. If you are not defining a Cluster, select Yes or No for each Total Recording option. Then
click Next.
-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.
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.
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 168), complete Modifying Configuration
Parameters for a Cluster on page 175 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.
b. If your site has an NMS installed, add the new CLS Server to the NMS monitored list. See
the NMS Installation Guide for further instructions.
16. If you are using Business Data fields, continue with Mapping Business Data.
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.
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.

Mapping Business Data

For a description of the flow of Business Data, including examples, see Using Business Data
Fields on page 31.
The following procedure describes mapping Reserved Columns to Optional ID fields. This copies
the data from the switch into the database fields.
Optional ID fields were defined during driver setup.
Reserved Columns were defined during database setup. See Reserved Columns for Business
Data on page 50.
IMPORTANT
Some integrations have default Optional ID fields. Map these fields as defined in the relevant
Integration guide.
To map business data fields:

1. In the Organization tree, select CLS Definitions > CLS Servers > CLS Server Name. Then
click the Business Data tab. The CLS Business Data details appear. The reserved columns
appear in this list.
2. Select an entry and click Edit . The Map Optional window appears. This is where you map
the reserved column to the Optional ID field. For special cases, see the Important note
immediately prior to this procedure.

3. In the New Optional ID field, select the number of the Optional ID field containing the
correct data and click OK.
EXAMPLE:
During driver setup, optional ID field 8 is defined for the Customer’s Name received from the
switch. You defined a reserved column called Customer Name as text size 32.
You open the Map Optional window for Customer Name. You can select from Optional ID fields
1 2, 7, 8, 13,14,15, and 16.
Select Optional ID field 8 because it contains the Customer’s Name from the switch.
4. Click Save .
5. If the CLS is running, restart the Call Server.
Defining Reporting Levels

For each report category, you select the minimum level to report. Select separate reporting levels
for each of the following:
File Writes to a log file (by default, the Information level is selected)
Events 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
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:

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 .

Modifying Configuration Parameters for a Cluster

If you defined a Cluster (see Step 6 on page 168), you must now map the TRS and RCM mapping
files to the Cluster’s 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.

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.

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 171.

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 757.
To edit CLS Configuration parameters:

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.

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 757.
5. Define a new value and click OK.
6. Click Save .

Defining a Schedule for Inserting Basic Recordings (TRS Functions)
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 758.
To define a schedule to search Loggers:

1. Open the CLS Server details and click the Configuration tab. Expand the TRS category.

Defining a Schedule for Inserting Basic Recordings (TRS Functions)
2. Click . The Inserter Schedule window appears.
3. Define a Daily or Weekly schedule and click .
4. Click Save .

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 167.
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

1. In the Organization tree, expand the CLS Definitions branch and then select a CLS Server.

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
What’s New in Release 3.2?.........................................................................................185

NICE Perform Site Installation Overview....................................................................186
The ABC’s of Channel Mapping ..................................................................................187
Selecting a Recording Type .....................................................................................188
Importing Channel Mapping Definitions.....................................................................189
Channel Mapping Terms ..............................................................................................189
Limitations.....................................................................................................................192
Limitations for Dynamic Channel Mapping directly to a Switch................................193
Limitations for Screen Loggers Defined with Logger Sharing ..................................194
Getting Started Workflow.............................................................................................195
Workflow for Extension-Side Recording...................................................................195
Workflow for Screen Recording ...............................................................................196
Workflow for Logger Sharing (Screen Loggers) .......................................................196
Workflow for Trunk-Side Recording .........................................................................197
Chapter 11: Channel Mapping 183

Workflow for Recording Turrets................................................................................197
Workflow for Passive VoIP Devices .........................................................................198
Workflow for Passive VoIP Gateways ......................................................................199
Workflow for Active VoIP Devices ............................................................................199
Workflow for Active VoIP Gateways .........................................................................200
Saving and Updating Channel Mapping Configurations ..........................................201

What’s New in Release 3.2?
What’s 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 196.
• 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 196.

NICE Perform Site Installation Overview
NICE Perform Site Installation Overview

Legend Prepare Machines
Mandatory
component
Install MS SQL Server and NICE Perform Databases
Mandatory
configuration
Install NICE Perform Applications
Optional
component
Define Applications in System Administrator
Installation-
dependent
configuration 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 Telephony Services Server NiceScreen
NICE Storage Center Stream Server Screen Content Analysis
Media Library Customer Feedback 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.

The ABC’s 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!
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 201.
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 Logger’s 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 188.
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 201.
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 Recording Type
TDM (Voice) Total Plain *

-or- -or-
Interactions Based Time Selective **
TDM (Voice) Selective/Matrix Digital Matrix
Passive VoIP Passive VoIP
Active 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.

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 Logger’s channels is unsummed (Rx).

• 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 192.

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.

• 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.

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 193
• Limitations for Screen Loggers Defined with Logger Sharing on page 194
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.

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.

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.

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 195
• Workflow for Screen Recording on page 196
• Workflow for Logger Sharing (Screen Loggers) on page 196
• Workflow for Trunk-Side Recording on page 197
• Workflow for Recording Turrets on page 197
• Workflow for Passive VoIP Devices on page 198
• Workflow for Passive VoIP Gateways on page 199
• Workflow for Active VoIP Devices on page 199
• Workflow for Active VoIP Gateways on page 200
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 201.

Workflow for Screen Recording

When screens are being recorded, use the following workflow. For detailed procedures, see the
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 196.
To define Channel Mapping for screen recording:

1. Define the Channels.
2. Define the Sources (the ScreenAgent’s IP addresses).
3. Define Dynamic Channel Mapping. Screens cannot be mapped using Static Channel
Mapping.
on page 201.
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 Logger’s Channels on each CLS Server.
3. Define Sources.
4. Define Dynamic Channel Mapping as follows:
a. Define a Channels Pool on each CLS Server.
b. Define a Sources Pool on each CLS Server.
c. Attach a Sources Pool from each CLS Server to the Channels Pool from the same CLS
Server.

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.
into the system. For details, see the Channel Mapping Guide.
To define Channel Mapping for trunk-side recording:

• Recording type = Plain, Time Selective, or Digital Matrix
• 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
-or-
• Dynamic Channel Mapping
on page 201.
Workflow for Recording Turrets

When Turrets are being recorded, use the following workflow. For detailed procedures, see the
into the system. For details, see the Channel Mapping Guide.
To define Channel Mapping for Turrets:

• Recording type = Plain
• Inserter Support
2. Define the Sources.
3. Define Static Channel Mapping. Turrets cannot be mapped by Dynamic Channel Mapping.
on page 201.

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:

• Recording type = Passive VoIP
• The number of Total and of Selective channels
• Speaker Separation
• Inserter Support (applicable only for Total recording channels)
2. Define the Sources in one of the following ways:
• Import source definitions directly from the Integrations (Switches).
-or-
• 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:
-or-
on page 201.

Workflow for Passive VoIP Gateways

To record Passive VoIP Gateways, use the following workflow. For detailed procedures, see the
To define Channel Mapping for Passive VoIP Gateways:

• Recording type = Passive VoIP
• All recording channels must be Selective channels
• Define sources that are attached to a physical switch.
-or-
• Define sources that are not attached to a physical switch.
3. Define one of the following:
-or-
on page 201.
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
To define Channel Mapping for Active VoIP Devices:

• Recording type = Active VoIP
• The number of Total by Device, Selective by Device, and of Selective by Call channels
• Inserter Support (applicable only for Total recording channels)


• Import source definitions directly from the Integrations (Switches).
-or-
• 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:
-or-
on page 201.
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
To define Channel Mapping for Active VoIP Gateways:

• Recording type = Active VoIP
• The number of Selective by Device, and of Selective by Call channels
2. Define the Sources
3. Define Dynamic Channel Mapping
Active VoIP Gateway channels cannot be mapped using Static Channel Mapping.
on page 201.

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
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
Center’s 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 192.
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:

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.

-or-
a. 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 192.

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.
There are two ways to define a CTI Integration:
• The recommended method is to use the CTI Connection wizard, see Defining a Complete
CTI Connection on page 208.
• 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 241.
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 203

Contents
CTI Integrations Overview ...........................................................................................205

Where do I Begin? A Recommended Workflow.........................................................206
Information Required Before you Begin ...................................................................207
Configuring a Complete CTI Connection ...................................................................208
Defining a Complete CTI Connection.......................................................................208
Activating the Rejected Devices...............................................................................238
Activating Device Mapping.......................................................................................239
Customizing CTI Integrations......................................................................................241
Customization Workflow...........................................................................................242
Defining a New CTI Interface ...................................................................................243
Defining Available Devices and Codes..............................................................255
Defining a New Connection Manager ......................................................................256
Defining a New Driver ..............................................................................................263
Defining a New Key Manager ..................................................................................280
Defining a New Media Provider Controller ...............................................................286
Specialized CTI Integration Definitions ......................................................................293
Mapping Devices......................................................................................................293
Defining Media Correlation.......................................................................................297
Defining Field Mapping ............................................................................................303
Defining Rejected Devices and Trunks ....................................................................306
Defining Failover ......................................................................................................310
Managing CTI Integration Definitions .........................................................................319
Viewing a Summary and Accessing Components....................................................319
Accessing Components from the Resources Tab ....................................................320
Viewing a Diagram of all Components .....................................................................321
Modifying CTI Integrations .......................................................................................322
Editing CTI Integration Definitions .....................................................................322
Modifying Driver Configuration Parameters.......................................................323
Deleting an Unwanted Integration .....................................................................324
Deleting CTI Integration Definitions ...................................................................325
Managing Telephony Switches and Devices............................................................326
Adding a Telephony Switch................................................................................326
Editing Telephony Switches and Devices ..........................................................327
Adding or Modifying Monitored Devices during Runtime...................................335
Deleting Unused Telephony Switches ...............................................................342
Copying XML Files ...................................................................................................343

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.

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
Installation Workflow
Mandatory
installation
Mandatory
configuration
Optional Install NICE Interactions Center,

component
see the NICE Interactions Center
Installation- Installation Guide
dependent
configuration
Configure NICE Interactions

Center on page 165
You are HERE Configuring a Complete CTI

Connection on page 208
Install the NICE Integration Software,

see the relevant Integration guide.
Configure Channel Mapping on

page 183
Configure Business Data on page

50
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 207.

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 208, 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.

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 322 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 297.
To define the CTI Connection:

2. In the Organization tree, select CTI Integrations.

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

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 210.
• To select an existing switch, see Step 8 on page 211.
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.

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 211.
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.
b. Click the drop-down list and select the relevant telephony switch.
c. Continue with Step 9 on page 211.
9. Click Next. The Set New CTI Connection Wizard window appears displaying the CTI
Interface type section.

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.

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

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.
checkbox.
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.

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. Enter a value and click .

12. Click Next. Then continue according to the options selected previously as part of Step 9
on page 211.
• If you did not select any of the options, continue with Step 16 on page 223.
• If you selected VoIP Mapping, continue with Step 13 on page 215.
• If you selected Additional VoIP Mapping, continue with Step 14 on page 217.
• If you selected Active Recording, continue with Step 15 on page 220.
13. If you selected VoIP Mapping, the VoIP Mapping window appears.
checkbox.

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

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 or double-click its row. The Edit
New Parameter window opens.
• Enter a value and click .
• Repeat for all parameters that need to be edited.

f. Continue as follows:
• If you did not select an additional Telephony switch - CTI Interface option,
continue with Step 16 on page 223.
• If you selected Additional VoIP Mapping, continue with Step 14 on page 217.
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.

checkbox.
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

d. Repeat for all parameters that you need to edit in the Parameter column.

e. If your integration requires additional definitions, expand the VoIP Mapping Additional
Interface Parameters.
checkbox.
• If you need to edit a parameter, select it and click or double-click its row. The Edit
New Parameter window opens.
• If you did not select an additional Telephony switch - CTI Interface option,
continue with Step 16 on page 223.

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.
Sample Switch
Connection
Parameter
window


e. If your integration requires additional Active Recording definitions, expand the Active
Recording Additional Interface Parameters.
checkbox.
• 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


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
Controller’s 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 . The
selected Media Provider Controller is removed from the list.

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 227.
• To set devices, perform one or several of the following procedures. Then continue with
Step 18 on page 227.

Procedures for Managing Available Devices
To Do Procedure
Add a single device

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).
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.

Procedures for Managing Available Devices (Continued)
To Do Procedure
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.
Import devices from the switch 1. In the Import from area, click Switch.

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.

To Do Procedure
Export a list of devices to a file 1. Click . The Export Available Devices List
window appears.
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.

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.

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.
b. Click . The selected device is moved to the Available Devices list.

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.

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 236.
• If options were selected, complete the following relevant steps and then continue with
• If you selected Business Data Fields Definition, see Step 22 on page 230.
• If you selected Rejected Devices, see Step 23 on page 231.
• If you selected Device Mapping, see Step 25 on page 233.
• If you selected Key Manager, the Key Manager is automatically defined. Continue
with Step 27 on page 236.
• If you selected Call Flow Analysis, the Call Flow Analysis is automatically defined.
Continue with Step 27 on page 236.

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 field’s 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 238.
• 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


• If you do not need to add rejected devices/trunks, continue with Step 25 on page 233.
• Perform one or several of the following procedures.
To Do Procedure
Add a single rejected device

1. Click . The Add Rejected Devices window
appears.
2. In the Device field, enter the device number.
3. Click OK.
Add a range of rejected

1. Click . The Add Range Rejected
devices
Devices window appears.
number of the first rejected device.
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

1. Click . The Import Rejected Devices List
file
window appears.
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
.

To Do Procedure
Search for a rejected device 1. Select the device that you want to search for and
click . The Search For Device window appears.

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.

IMPORTANT
Device Mapping is activated only after you select it in the Driver configuration, see Activating
Device Mapping on page 239.

• If you do not need to map devices, continue with Step 27 on page 236.
• Perform one or several of the following procedures. Then continue with Step 27
on page 236.
To Do Procedure
Map a single device

1. Click . The Add Device Mapping window
appears.
3. Click OK.

To Do Procedure
Edit a mapped device 1. Select the mapped device that you want to edit and
click . The Edit Device Mapping window
appears.
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

1. Click . The Import Device Mapping List
file
window appears.
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 . The Search For Device window

appears.
3. Click OK.

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.

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.

b. In the Port field, enter an unique port number.
-or-
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 238.

• Device Mapping, remember to activate it. See Activating Device Mapping on page 239.
NOTE: .
If you are instructed by NICE to configure:
• Media Correlation, see Defining Media Correlation on page 297
• Field Mapping, see Defining Field Mapping on page 303
• Failover, see Defining Failover on page 310
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.

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.
Select the
relevant CTI
Interface

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.

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 208.
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 242.
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.

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 Step 1: Defining a New CTI

Connection on page 208 Interface on page 243
Step 2: Defining a New

Connection Manager on page 256
Legend:
CTI Interface Step 3: Defining a New Driver

on page 263
Connection
Manager
Driver
Key Manager
Optional: Defining a New Key
Manager on page 280
Media Provider
Controller
Optional: Defining a New

Connection Manager on page 256
Defining a New Media Provider
Controller on page 286
Install the NICE Integration Software, see
relevant Integration guide

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:

NOTE: If you are instructed by NICE to configure Media Correlation, see Defining
Media Correlation on page 297.

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.

3. Click Next. The Choose CTI Interface section appears.
a. From the Telephony switch drop-down list, select the relevant Telephone Switch.
b. From the CTI Interface drop-down list, select the relevant CTI Interface.
c. In the Name field, enter a meaningful Name.
d. You now need to select a telephony switch.
Each telephony switch can be defined with more than one CTI Interface.
• If the relevant telephony switch exists, continue with Step 4 on page 245.
• If the relevant telephony switch does not exist, continue with Step 5 on page 246.
4. If the relevant telephony switch exists: Click the Telephony Switch drop-down list and select
the relevant telephony switch.

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.
d. In the Agent Logon Mode area, select the relevant settings.
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.
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.

6. Click Next. The General Interface Info section appears.
a. Expand the Interface Connection Details.
Sample CTI Interface

Connection Details
definitions

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.
Sample Switch
Connection
Parameter window
c. Enter a value and click OK. (Descriptions appear only for predefined parameters.)
d. Repeat for all parameters in the Name column.
e. To add additional Interface Connection details, click Apply. The Add New Parameter
window opens.
f. Enter a value and click OK.

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.
b. To add parameters to the Additional Switch Parameters, click Add.
-or-
To edit a parameter, select it and click Edit or double-click the relevant parameter.
The Driver Additional Parameter window opens.
Sample Driver
Additional
Parameter window
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
• 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 255.
9. To set devices, select the relevant procedure/s:

To Do Procedure
Add a single device

appears.
Address).
Note: If this field only becomes available, if it is

relevant for your integration.
5. Click OK.

device.
5. Click OK.

To Do Procedure

3. Click OK.

3. Click OK.
integrations.
3. Click OK.

correct, click No.

To Do Procedure
window appears.
3. Click OK.
Search for a device

3. Click OK.
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.

11. Click Next. The Summary window appears.
12. Click Finish to complete the definition.

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 Description
ACD ACD
AGR ACD Group
AGT Agent
BGR Button Group
BTN Button
EXT Extension
HDS Handset
INT Intercom
IVR IVR
LGR Line Group
LINE Line
MIC Microphone
OGR Operator Group
OP Operator
POS Position
RNJ RNJ
SGR Station Group
SPKR Speaker
TGR Trunk Group
TRNK Trunk
VDN VDN
VEX 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:

2. In the Organization tree, select CTI Integrations > Connection Managers. Then from the
Actions menu, select New Connection Manager.

The Set New Connection Manager Wizard starts.
3. Click Next. The General Information window appears.
General Connection
Manager
Connection
Manager for Media
Provider Controller

a. Enter a Name. This name is used to identify the Integration in the System Administrator
and other applications.
b. Accept the default Port or enter a different one.
c. 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
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.

a. Select the desired row and click Edit or double-click it. The Set Reporting Level
window appears.
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-

To edit a parameter, select it and click Edit or double-click the parameter. The CM
b. If you added a new Additional Switch parameter, in the Name field, enter a name.
c. 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.

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-
To edit a parameter, select it and click Edit or double-click the parameter. The CM
b. If you added a new CM Additional parameter, in the Name field, enter a name.

10. Click Finish.

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 CLS’s connected to the Driver
• 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:

2. Select CTI Integrations > Drivers. Then from the Actions menu, select New Driver.

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.
b. Enter the Location where the Driver is installed, i.e. the NICE Interactions Center.
Important: When entering a Host Name, the Host Name should NOT contain any spaces.

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.

window appears.
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 or double-click the parameter. The
Additional Driver Parameter window opens.

b. If you added a new Additional Driver parameter, in the Name field, enter a name.
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 or double-click the parameter. The Driver
CTIA Parameter window opens.
c. If you added a new Driver CTIA parameter, in the Name field, enter a name.
d. In the Value field, enter a value and click OK.
e. 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 279.
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.

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.

Select the relevant options for your integration:

a. To add device mapping, select Device Mapping. The Device Mapping area displays.
b. To add media correlation, select Media Correlation. The Media Correlation area
displays.
c. To add field mapping between the CAPI and business data fields, select Field Mapping.
The Field Mapping area displays.
d. To add monitoring for rejected devices or trunks, select Rejected Devices.
e. 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.
• To add monitoring for devices, see Step 13.
• To add additional Driver Switch parameters, see Step 14 on page 271.
• To add Device Mapping, see Step 15 on page 272.
• To add Media Correlation, see Defining Media Correlation on page 297.
• To add Field Mapping, see Step 16 on page 274.
• To add Rejected Devices, see Step 17 on page 276.
• 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.

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 272.
area, click OK.
14. (Optional) To define additional Driver Switch parameters, expand Additional Driver Switch
Parameters.

a. To edit a parameter, select it and click Edit or double-click the parameter. The Driver
Sample Driver
Additional
Parameter
window
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 269.
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).

a. Add all devices that you want to map, click Add. The Device Mapping window appears.
IMPORTANT
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:
area, click OK.

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.

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 value’s 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. In the Define a destination field area, from the Field Type drop-down list, select the
relevant field type.
f. 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 269.
• 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 279.
• To add/import/edit/delete/search for rejected devices/trunks, follow the relevant
procedure:
Procedures for Managing Rejected Devices
To Do Procedure

appears.
3. Click OK.

devices
4. Click OK.
rejected trunks.

Procedures for Managing Rejected Devices (Continued)
To Do Procedure

file
window appears.
3. Click OK.
The rejected devices/trunks appear in the Devices list.
.

3. Click OK.
and click Delete.
warning message.

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 297.

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 208.)
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 256.
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
• If any Key Manager parameters need to be defined, their names and values
To define a new Key Manager:


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.

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.
b. Accept the default Port or select a different one.
c. In the Key Manager’s 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.

4. To customize the levels at which messages are reported, expand Key Manager Reporting
Level.
window appears.

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.

-or-
To edit a parameter, select it and click Edit or double-click the parameter. The Key
Manager Parameter window opens.
a. If you added a new Key Manager parameter, in the Name field, enter a name.
b. In the Value field, enter a value and click OK.
c. Repeat for all other parameters that need to be added/edited.
8. Click Next. A Summary of the Key Manager definition appears.
9. Click Finish.

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 208.)
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 256.
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
• If any Media Provider Controller parameters need to be defined, their names and values
To define an new Media Provider Controller:


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.

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.

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.
b. In the Media Provider Controller’s Location area, enter the IP address or Host name of
the VoIP Logger where the Media Provider Controller is installed.
IMPORTANT
When entering a Host Name, the Host Name should NOT contain any spaces.
In specific integrations, the Media Provider Controller’s 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.

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 or double-click the parameter. The Key
Manager Parameter window opens.
a. If you added a new Media Provider Controller parameter, in the Name field, enter a name.
b. In the Value field, enter a value and click OK.
c. Repeat for all other parameters that need to be added/edited.

9. To customize the levels at which messages are reported, expand Media Provider Controller
Reporting Level.
a. Select the desired row and click Edit or double-click the parameter. The Set Reporting
Level window appears.

10. Click Next. A Summary of the Media Provider Controller definition appears.
11. Click Finish.

The Media Provider Controller definition is complete.

Specialized CTI Integration Definitions

The following procedures are provided to help you with specialized procedures in your CTI
Integration:
• Mapping Devices on page 293
• Defining Media Correlation on page 297
• Defining Field Mapping on page 303
• Defining Rejected Devices and Trunks on page 306
• Defining Failover on page 310
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).
IMPORTANT
To map devices:
2. In the Organization tree, select Master Site > CTI Integrations > Drivers > the relevant
Driver.
a. Click the Interfaces tab.
Select the relevant

CTI Interface
b. Select the relevant CTI Interface and click .

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 269.

4. Perform one or several of the following procedures.
Procedures for Managing Mapped Devices
To Do Procedure
Map a single device

1. Click . The Add Device Mapping window
appears.
3. Click OK.
Edit a mapped device 1. Select the mapped device that you want to edit and
click . The Edit Device Mapping window
appears.
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

1. Click . The Import Device Mapping List
file
window appears.
3. Click OK.
The devices appear in the From Device and To
Device list.

Procedures for Managing Mapped Devices (Continued)
To Do Procedure
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 . The Search For Device window

appears.
3. Click OK.
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.

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:

2. Configure the CTI Connection wizard, see Defining a Complete CTI Connection
on page 208.
3. Configure the second CTI Interface using the CTI Interface wizard, see Defining a New CTI
Interface on page 243.
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 and move it to the
Attached Interfaces list.
Select the relevant

Available CTI Interface
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.

Select the
relevant CTI
Interface

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.
Select the
relevant CTI
Interface

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

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.
b. From the CTI Parameter drop-down list, select the relevant matching CTI parameter.
c. If there are business data fields that need to be matched:
• 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.

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:

2. In the Organization tree, select Master Site > CTI Integrations > Drivers > the relevant
Driver.
Select the relevant

CTI Interface

Select Field
Mapping

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.

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, continue with Step e.
• If you selected Dynamic length, continue with Step f.
e. 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 value’s 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.
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
g. In the Define a destination field area, from the Field Type drop-down list, select the
relevant field type.

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:

2. Select CTI Integrations > Drivers > Driver Name. The driver definitions appears.

Select the
relevant
CTI
Interface
4. Select the relevant CTI Interface and click Configure or double-click the selected CTI
Interface.

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 Procedure

appears.
3. Click OK.

Procedures for Managing Rejected Devices (Continued)
To Do Procedure

devices
4. Click OK.
rejected trunks.

file
window appears.
3. Click OK.
The rejected devices/trunks appear in the Devices list.
.

3. Click OK.
and click Delete.
warning message.

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.

Genesys CTI Server

Primary Interface
CTI Interface
CTI Driver Connection
Manager Genesys
Cisco PABX
CTI Interface
Cisco TAPI
Secondary Interface that takes over in Cisco CTI Server

case of failover
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:
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 208.

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 243.
The example below uses Cisco TAPI as the secondary CTI Interface.

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.
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 .

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 313. If the secondary CTI Interface monitors all devices, then this step is not
necessary. ‘

11. Expand the Monitor Devices area.
12. In the Available Devices list, select all devices that you want to monitor. Click to move
them to the Monitored Devices list.
13. Click OK and click Save.

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.

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.

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.

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 320
• Viewing a Diagram of all Components on page 321
• Editing CTI Integration Definitions on page 322
• Copying XML Files on page 343
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

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

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

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 323
• Deleting an Unwanted Integration on page 324
• Deleting CTI Integration Definitions on page 325
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:

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 243
• Defining a New Connection Manager on page 256
• Defining a New Driver on page 263
• Defining a New Key Manager on page 280
• Defining a New Media Provider Controller on page 286
4. Click Save .

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 it’s 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 263 for details.

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:

2. Select CTI Integrations. The Summary tab appears.

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:

2. In the Organization tree, select the Integration.
3. Click Delete
-or-
From the Actions menu, select Delete.

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 327
• Adding or Modifying Monitored Devices during Runtime on page 335
• Deleting Unused Telephony Switches on page 342
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.

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:


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 .

The Edit CTI Integration wizard appears.
5. Click Next. The Available Devices section appears.

To Do Procedure
Add a single device

appears.
Address).

5. Click OK.

device.
5. Click OK.

To Do Procedure

3. Click OK.

3. Click OK.
integrations.
3. Click OK.

correct, click No.

To Do Procedure
window appears.
3. Click OK.
Search for a device

3. Click OK.
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.

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.

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.

2. In the Summary tab, expand the integration whose devices you want to add or modify.
3. Click .
The Edit CTI Integration wizard appears.

4. Click Next. The Available Devices section appears.

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.
To Do Procedure
Add a single device 1. Click . The Available Devices window appears.

Address).

5. Click OK.

To Do Procedure
Add a range of devices 1. Click . The Available Devices Add Range window
appears.
device.
5. Click OK.

3. Click OK.

3. Click OK.
integrations.

To Do Procedure
3. Click OK.

correct, click No.
Export a list of devices to a file

1. Click . The Export Available Devices List
window appears.
3. Click OK.
Search for a device

3. Click OK.

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.

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 Driver’s Log files.
Sample Driver Log File:
13. Update the Channel Mapping definitions for the new devices. For details, see the Channel
Mapping Guide.

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:

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.

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:

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.

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.

13
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..........................................................................346

Channel Allocations - What the Numbers Represent...............................................347
Allocating Licenses to Traders and Channels ...........................................................349
Allocating Redundant Channels...............................................................................350
Clearing Trader and Channel Allocations.................................................................351
Reviewing the Number of Ports assigned to each Telephony Service....................352
Allocating Ports ............................................................................................................353
Updating the Applications Server License to add Channels or Ports .....................355
Chapter 13: Allocating Channel and Port Licenses (License Manager) 345

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 CLS’s. 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.

Channel Allocations - What the Numbers Represent
To view channel license allocations:

• In the Organization tree, click the License Manager branch. The License Manager appears.
License
1 2 Information
3 4
5 6
Redundant
Channel
Allocation
Channel
Allocation
A B C D E
NOTE: Only those CLS’s 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 346.
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 346.
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 346.

Redundant Channels Free - The number of redundant channels not yet defined to a site.
- Total Redudant Channel Allocation
This number is computed as follows: .
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
computed as follows: *3+ . 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.

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 165.
To allocate channels:
2. Open the License Manager: In the Organization tree, select the License Manager branch.

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:


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.)

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 353.
To add a new Telephone Service server, see Creating a New Telephony Services Server
on page 512.
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 355.
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.

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 355.
To change Port allocations:

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.

Allocating Ports
3. Click Add Ports. The current port allocation appears.
4. Adjust the numbers as needed. Then click OK.

Updating the Applications Server License to add Channels or Ports
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 33.
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 349.
• 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 349.
• 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 353.
• The new license has fewer ports than the previous license. You can readjust the allocations as
needed. See Allocating Ports on page 353.
• 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:

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.

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 353.
9. To adjust the trader/channels allocations, see Allocating Licenses to Traders and
Channels on page 349.
10. To adjust the redundant channel allocations, see Allocating Redundant Channels
on page 350.

14
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 733.
Chapter 14: Configuring the Applications 359

Contents
Customizing Application Definitions ..........................................................................364

Defining Search Order and Locations for Storage Centers and Loggers ...............369
Recreating the Customer Experience - Defining CTI Analysis.................................376
Player Default Settings ................................................................................................378
Configuring IP Phones .................................................................................................384
Configuring Business Analyzer Default Settings ......................................................388
Configuring PBO Requests Default Settings .............................................................396
Configuring SmartCenter (TotalView and Performed)...............................................402

Defining the Applications in the System Administrator

The applications were installed as part of the NICE Perform Applications Suite. (See Installing
the NICE Perform Applications Suite on page 20.) 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 364.
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.
Figure 14-1 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.
Figure 14-2 Technician Mode

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 it’s 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.
b. Select .
5. Click Save .

6. Continue with one of the following:

• To customize your configuration, see Customizing Application Definitions on page 364.
• 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 the System Administrator, see the System Administrator’s 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.

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:


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 it’s 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 368.
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.

• 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.

12. According to your system configuration, define one or more of the following.
To define... Refer to...

Search Order and Defining Search Order and Locations for Storage Centers
Locations and Loggers on page 369
Use of CTI Information Recreating the Customer Experience - Defining
CTI Analysis on page 376
Player defaults Player Default Settings on page 378
IP Phones Configuring IP Phones on page 384
Business Analyzer Configuring Business Analyzer Default Settings on page 388
defaults
PBO Requests defaults Configuring PBO Requests Default Settings on page 396
SmartCenter Configuring SmartCenter (TotalView and Performed)
on page 402
Secure Client Deploying Secure Client Communication on page 469
Communication
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.

Defining Search Order and Locations for Storage Centers and Loggers
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 373.
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 Do not search the Storage Center (there is no
Center) Storage Center at this site).
Search Storage Center before First, search the Storage Center and then search
searching Source Logger the Loggers. If most of the interactions in your
query results are stored on a Storage Center, this
will produce faster results.
Search Storage Center after First, search the Logger where the interaction
searching Source Logger was recorded and then search the Storage Center.
Search Storage Center after First, search all the Loggers and then search the
searching all Loggers Storage Center.
Search Storage Center Only Search only the Storage Center and not the
Loggers.

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:

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.

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 location’s branch.
The General tab appears. Select the Locate Settings tab.

d. Continue with Step 5.
5. Select a Locate option: select the order in which servers are searched when a query runs. See
page 369 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.

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 site’s 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.
d. Click OK. The Loggers and Storage Centers appear in the list.
e. Define the search priority by moving the Loggers and Storage Centers up/down in the list
(using the up/down arrow buttons).
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.

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 369.
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
Tom’s 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 Sue’s 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.

3. In the Users Administrator: Assign user to the locations on the Details tab of the User
definition.

Recreating the Customer Experience - Defining CTI Analysis
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:

2. Navigate to Organization > Site > Applications > Configurations > Locate Settings.
The Locate Settings appear.
Collapse

Recreating the Customer Experience - Defining CTI Analysis
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.

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 Player’s 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 382.
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 382.
To set Player defaults:


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.

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. Show Screen Content Analysis Objects - Select to show Screen Content Analysis
object values as tooltips when a Screen Content Analysis event is highlighted.
j. Player Location - Define the starting coordinates for the Player window. To activate,
select Specify Locations.
k. Screen Location - Define the starting coordinates for the Screen Activity window. To
activate, select Specify Locations.
l. 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:

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.

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:


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.

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:

2. In the Organization tree, expand Site > Applications > Configurations > IP Phone
Application. The Configuration tab is displayed.

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.

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.
b. In the Playback Settings area, you can select to Skip Silence. Select this setting in a
Selective environment. In other environments, use this setting as needed.
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. See Step 4 to define Query Settings. These settings also apply to the Playback Last Calls
service.
f. 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.

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 386.
8. Click Save .

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 388.
• Clear Users Preferences: You can globally clear any preferences that are defined by users.
See Clearing Business Analyzer Users Preferences on page 394.
• 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 395.
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.

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.

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.)
• If you selected Graph, select a graph from the drop-down list. The selected graph will
appear when the module opens.
c. 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.

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.
6. To set the selection delay of the Details pane, click the Interactions/Evaluations tab.
a. Scroll to the Detailed Information area.

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.
b. To view the query criteria in a topic, select a topic from the Available Filters list box, and
click . If you move this topic to the Selected Filters list box, this criteria will
appear in the Quick Query pane.
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.

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.
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:

Query Settings.

2. Click .
Defining All Call Segments of an Agent in the Business Analyzer
To define all call segments of an agent:

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.

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 396.
• Clear Users Preferences: You can globally clear any preferences that are defined by users.
See Clearing Playback Organizer Users Preferences on page 400.
Defining Playback Organizer Preferences

You can globally define Playback Organizer preferences as default.
To define Playback Organizer Global Preferences:

Query Settings.
The PBO Requests area is displayed in the right pane.
2. Click .

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.
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 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.

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.
b. To view the query criteria in a topic, select a topic from the Available Filters list box, and
click . If you move this topic to the Selected Filters list box, this criteria will
appear in the Quick Query pane.
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.

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.
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:

Query Settings.

The Playback Organizer area is displayed in the right pane.
2. Click .

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:
2. In the Organization tree, expand Master Site > Applications > Configurations >
Smart Center.

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 is clicked from the My Schedule
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.

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

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!

15
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? .................................................................................................408

Building the Data Mart..................................................................................................413
Customizing Schedules ...............................................................................................422
Monitoring SQL Jobs ...................................................................................................427
Viewing Synchronization Details ................................................................................428
What are the Data Mart Domains? ..............................................................................430
Chapter 15: Configuring the Data Mart Server 407

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 416 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 411.
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 422.

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 413.
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 414.
3. Install NICE domains in the Data Mart. This builds the structure of the Data Mart. See Install
the NICE Domains on page 416.
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 418.
5. (optional) To use NICE Perform’s Interaction Analytics feature, My Universe, or KPI, see
Multidimensional Database Configuration for Interactions Analytics and My Universe
on page 431.
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 420.
• Modify the number of days the Transfer Log is retained. See Define Data Mart Properties
on page 420.
• Determine the displayed user name formats. See Define Data Mart Properties on page 420.
• Determine the SNMP thresholds. See Define Data Mart Properties on page 420.
• Modify a default schedule. See Modifying a Data Mart Schedule on page 423.
• Create a new schedule. See Creating a Customized Schedule on page 424.

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.
Applications NICE Databases Data Mart

Server Reporter Database
1 The Applications Server writes information to the NICE databases.
2 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.

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
Applications NICE Databases Data Mart
Server Reporter
Database
1 1
Applications Applications
Server Server
NICE Databases NICE Databases
1 In each Data Hub, the Applications Server writes information to the NICE
databases.
2 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).

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.

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:

2. In the Organization tree, expand the Database Servers branch.

3. 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.

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 416), 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:

2. 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!
3. From the Actions menu, select New Data Mart. The Add Data Mart Wizard starts.
4. Enter a name for the Data Mart.

5. From the Database Server drop-down list, select the Database (SQL) server where the Data
Mart resides.

6. 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.

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 Required Domain
My Universe Administration, Interaction, NIF, QM
Reporter: User Admin Package Administration

This domain must always be installed!
Reporter: QM Package QM
Reporter: Coaching Reports QM
Reporter: Feedback (NIF) Package Interaction, NIF, QM
Reporter: Audio Analysis Package Interaction, Audio Analysis
Reporter: ScreenSense Package Interaction, ScreenSense, QM, NIF, CTI
Reporter: CTI Package Interaction, QM, NIF, CTI
Reporter: Calls Classification Package Interaction, Rule
Reporter: Interaction Playback Requests IB

Package
After the domains are installed, you can:

• Modify their job schedules as needed. See Customizing Schedules on page 422.
• 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.

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 416), it is strongly recommended that you do not delete the Data Mart database or the
Data Mart definition in System Administrator.

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:

2. Click the Sites tab.

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.

Define Data Mart Properties

The Data Mart has default properties which can be customized for your Data Hub, as follows:
Properties You can define:
SQL Job The number of times a job will retry to run after a failure
The retry interval
The path to the job’s log file
Transfer Log Maximum number of days the data is retained. After this value passes,
the data is deleted.
SNMP Alerts 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.

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 .

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 domain’s 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 423.
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 424 and Selecting Schedules for a Domain
on page 425.
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 425.

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:
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.

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 425.
To create a customized schedule:

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.
b. Define schedule properties. See Modifying a Data Mart Schedule on page 423.
c. Click OK.
4. To apply the schedule to a domain, see Selecting Schedules for a Domain on page 425.

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 428 for further instructions.
To create a customized schedule for a domain:

2. In the Domains tab, double-click a domain (or select a domain and click Edit ). The
Domain Wizard window appears.

3. To create a new customized schedule, click New Schedule and create a new schedule. See
Creating a Customized Schedule on page 424.
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.

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.
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.

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.

3. To view detailed transfer data, double-click a log. The Transfer Data History area displays
transfer data for each row in a table.

What are the Data Mart Domains?
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 Description Remote Data Source
Administration Contains system administrative nice_admin

information on users, agents, groups,
profiles and access privileges.
Audio Analysis Contains results of interactions nice_ca

analyzed for word spotting, emotion
levels and talk-overs, and transcriptions
of interactions.
Audit Contains audit trail information on user nice_audit

activities indicating what actions were
performed, who performed them and
when.
CTI Contains information on CTI events for nice_cti_analysis

interactions such as hold time, transfer
count, duration, etc.
Feedback Contains customer feedback surveys nice_pbs_data

and responses.
Interaction Contains information on captured nice_interactions

interactions including participants,
related interactions, exceptions,
recording details and custom rules.
Quality Management Contains evaluation scores, forms and nice_qa

coaching packages.
Rule Contains the scoring, storage, analysis nice_interactions

and classification rules used by the
system.
ScreenSense Contains information on captured nice_screen_sense

screen events including event
description, time, source and value.

16
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 ..................................................................432
Chapter 16: Multidimensional Database Configuration for Interactions Analytics and My Universe 431

Configuring Multidimensional Databases

If you want to use NICE Perform’s 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:


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.

a. In the Analysis Server Name field, enter a name for your Analysis Services.
b. In the Analysis Server Location field, enter the Data Mart Server name or the Data
Mart Server IP address.
NOTE: You can change the Analysis Server name or location at any time.

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.

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 Function
Refresh button Refreshes the display of the Monitor window.
Disable button Disables/enables the selected SQL job.
Run button Starts the selected SQL job.
Stop button Stops the selected SQL job.
Schedule button 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.
Schedule
Button
3. Click the Schedule button.

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 437.

17
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..............................................438

Defining General Content Analysis Settings ............................................................439
Defining Language Settings .....................................................................................440
Editing Language Settings .......................................................................................445
Defining a Word Search Content Analysis Server.....................................................447
Defining a Speech-to-Text Content Analysis Server .................................................455
Deleting a Content Analysis Server ............................................................................460
Overriding Playback Settings......................................................................................461
Defining a Storage Area ...............................................................................................465
Chapter 17: Content Analysis Server Configuration 437

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 439.
In the Language tab, you define which languages are supported. See Defining Language
Settings on page 440.

Defining General Content Analysis Settings
NOTE: In multi-site environment, configure the Content Analysis Server on the Master
Site.
To configure Content Analysis:

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

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 461.
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:

2. In the Organization tree, select Master Site > Content Analysis > Configuration.

3. Click the Languages tab.
4. To define languages, in the Language Settings area, click Edit Settings.

The Language Selection Wizard starts.

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

• 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.

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.

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 439.
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 447.
• To redefine a Speech-to-Text Analysis server, see Defining a Speech-to-Text Content
Analysis Server on page 455.

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.

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:
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.

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.
HTTP Port Leave the default value.
TCP Port Leave the default value.
Host Name Enter the Host Name
-or-
IP 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.

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 461.
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.

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.

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:
If your have a 2 Quad Core CPUs, then select 5 from the Number of Word Search Analysis
Threads drop-down list.
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 Word Word Word Word Content

Search Search Search Search Search Analysis
Thread Thread Thread Thread Thread 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!

17. Click Next. The Storage Area Settings window appears.
you select a Storage Area for a Content Analysis Server. Enter an
easy to identify name for this Storage Area.
Host Name Enter the Host Name.
-or-

Shared Folder Enter the folder name of phonetic indexing file system location.
Name For example, Index. When preparing the server, create this
folder as a shared folder on the server.

Content Analysis Select the Content Analysis Server that will use this Storage
Server 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 Define how much space of the disk must be full to clean the disk
When Reaching 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!

22. Click Finish. The new Word Search Content Analysis Server definition appears.
23. Click Save .

Word Search Content Analysis Server configuration is complete!

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:
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.

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. Enter an

easy to identify name for this Content Analysis Server.
HTTP Port Leave the default value.
TCP Port Leave the default value.
-or-
IP Address Enter the IP address of the Content Analysis Server.
6. In a single-site environment, proceed to Step 1 on page 29.

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.

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 461.
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.

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 Speech to Text. The Speech to Text area appears.

13. In an Unsummed environment, select Excitement and Talk Analysis .
NOTE: This option does not appear in a Summed environment.
14. 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.

16. Click Finish.

The new Speech-to-Text Content Analysis Server definition appears.
17. Click Save .

Speech-to-Text Content Analysis Server configuration is complete!

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!

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

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)

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.
Applications Content Analysis Content Analysis

What you want...
branch branch Server branch
All Content Analysis Define settings here ---- ---

Servers to use global only.
default settings for
the site.
All Content Analysis ---- Define settings here ----

servers to use the only.
same settings, which You can define
are different from the settings at one site
default settings on and they will
the Applications automatically be
server. copied to all sites.
Customized settings ---- ---- Select Override and

for one Content Use Content
Analysis server. Analysis Server
Playback. Then
define settings here.
Only one Content --- ---- Select Override.

Analysis Server to Do not select Use
use default settings Content Analysis
from the Applications Server Playback.
server, while the
others use the global
Content Analysis
Server settings.

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
• Search Loggers only Do not search the Storage Center (there is no Storage
(No Storage Center) Center at the site).
• Search Storage Center 1. Search the Storage Center.

before searching 2. Search the Loggers.
Source Logger
If most of the interactions in your query results are
stored on a Storage Center, this will produce faster
results.
• Search Storage Center 1. Search the Logger where the interaction was
after searching Source recorded.
Logger 2. Search the Storage Center.
• Search Storage Center 1. Search all the Loggers.

after searching all 2. Search the Storage Center.
Loggers
• Search Storage Center Only search the Storage Center and do not search the
Only Loggers.
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.

Defining a Storage Area
IMPORTANT
Once you define a Storage Area, it cannot be removed!
To define a Storage Area:

2. In the Organization tree, select Site > Content Analysis > Storage Manager.
3. Right-click the Storage Manager branch and select New Storage Area.

The Storage Manager wizard starts.
4. Click Next. The Storage Area Settings window appears.
you select a Storage Area for a Content Analysis Server. Enter an
easy to identify name for this Storage Area.
-or-

Shared Folder Enter the folder name of phonetic indexing file system location.
Name For example, Index. When preparing the server, create this
folder as a shared folder on the server.
Content Analysis Select the Content Analysis Server that will use this Storage
Server 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 Define how much disk must be full to clean the disk space used
When Reaching for indexes. This is the responsibility of the Storage Area owner.
7. Click Finish.

The new Storage Area definition appears.
8. Click Save .
Storage Area configuration is complete!

18
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.
IMPORTANT
Before deploying Secure Client Communication, acquire and install certificates according to the
Digital Certificate Usage with NICE Perform Security Solutions Guide.
Contents
What is NICE Perform Secure Client Communication Solution?.............................470

Certificate Deployment for Secure Client Communication.......................................471
Configuring Secure Client Communication in the System Administrator ..............472
Chapter 18: Deploying Secure Client Communication 469

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. HTTPS cannot be utilized to
secure this communication since .NET Remoting is not using IIS ports for communication but user
customized port numbers.
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.

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)
(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.
To acquire and install certificates see the Digital Certificate Usage with NICE Perform Security
Solutions Guide.
Figure 18-1 Certificate Deployment
IIS
on Applications Server
Client Server Certificate

Secure Reporter
on Data Mart Server +
Communication CA Certificate
CA Certificate
Stream Server
Desktop Analytics Certificate

(ScreenSense) Agent Desktop Analytics Authority
(ScreenSense) Server

Configuring Secure Client Communication in the System Administrator
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. 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. It
is applicable for all Data Hubs, and can be tested separately from each Data Hub.
When security is enabled, you will see the following two indicators:
Figure 18-2 Security Indicators
IIS SSL Security Indicator
NICE Systems Secure Communication
To activate Security Certificates:

1. Acquire and install certificates according to the Digital Certificate Usage with NICE Perform
Security Solutions Guide.

3. In the Organization tree, select Master > Applications > Configurations > General.
Figure 18-4 General Tab
4. In the Security Settings area, select Security Enabled.

5. Click Test.
Figure 18-5 Security Settings
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.
Testing Security Certificates
To test Security Certificates:

2. In the Organization tree, select Site > Applications > Configurations > General.
In a Multi Data Hub environment, you can test security from any site.

Figure 18-7 General Tab
3. In the Security Settings area, click Test.

Figure 18-8 Security Settings
Failed
4. If the test result is Failed, check your Security Certificates.

19
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...........................................478

Configuring the Application Server ............................................................................479
Configuring the Logger for Media Encryption ...........................................................489
Encryption Requirements for NICE ScreenAgent .....................................................493
Verifying Player Configuration ....................................................................................494
Configuring the Audio Analysis Server......................................................................495
Chapter 19: Configuring NICE Perform Components for Media Encryption 477

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 480.
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

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 Using Digital Certificates 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 479.
After installing the Application Server, the following procedures need to be completed:
• Configuring the Key Storage Manager Server on page 480
• Defining KSM Synchronization Intervals on page 484
• Defining an IIS User Identity on page 485
• Adding a Domain User to the Windows Built-in IIS Group on page 486
• Enabling Anonymous Access from the IIS Web Site on page 488
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.
• The Applications Server has a:
• Valid license key for encryption.
• IIS Server Certificate. See Using Digital Certificates with NICE Perform Security
Solutions in a separate guide for help.
• CA (root) certificate.

• 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) Add a domain user to the Windows
Built-in IIS group. See Defining an IIS User Identity on page 485.
• Anonymous access from the IIS Web Site. See Enabling Anonymous Access from the IIS
Web Site on page 488.
Configuring the Key Storage Manager Server
To configure the Key Storage Manager Server:
2. In the Organization tree, expand the Master Site > Security > Media Encryption. The
General tab appears.
3. 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).
4. Right-click Media Encryption and select Media Encryption Wizard. The Media Encryption
Wizard starts.
5. 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.
6. The IIS User Identity is for internal use only. You can use the default username and password
(choose New User) or an Existing User that you defined.
a. 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.
The defaults are: Username: KSMuser Password: NiceUser1
-or-
b. 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 IIS_WPG group. You need to add relevant domain users to the
IIS_WPG group in order to select them from the list.
7. Click Next. Media Encryption Wizard Step 3 of 4 appears.
First time
Subsequent runs
8. 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.
-or-
b. 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.
9. Save the new password in a safe place. You will need this password in the event that you
have to restore the Cryptographic Database.
10. Click Next.
The Summary window appears.
11. Click Finish. The Media Encryption setup is complete. The KSM Status and Configuration
details appear.
12. 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:

2. In the Organization tree, expand Site > Security > Media Encryption. The General tab
appears.
3. 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.)
4. Click Save .
The new synchronization interval becomes effective immediately!

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, right-
click the folder, and select Properties. Then click the Security tab.

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.

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.

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.

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.
• In the System Administrator, the Logger has a valid license key that includes encryption to the
Logger.
To configure encryption support on a Logger:

Mode.
2. In the Organization tree, expand Master Site > Logger Servers > NiceLog.
Add the Logger that has an encryption key.
Click Save.

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.

5. Select 256 bit. Click Save .

6. You are prompted to restart the Logger.
7. Restart the Logger.
NOTE: If you work with the Logger without restarting it, 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.

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.
• 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

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.

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.
Encrypting the WorkArea Directory
To encrypt the Audio Analysis WorkArea directory:

1. Install the Audio Analysis with the required configuration.
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.

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.

20
Media Encryption Maintenance
Contents
Maintaining Master Keys..............................................................................................498

Maintaining Database Master Keys..........................................................................498
Backing Up the Service Master Key.........................................................................500
Restoring Encryption Keys.......................................................................................501
Backing Up and Restoring the Cryptographic Database..........................................504
Backing Up the Transactional Log ...........................................................................504
Restoring a Complete Database (Full Recovery Model) .........................................505
Chapter 20: Media Encryption Maintenance 497

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 498
• Backing Up the Service Master Key on page 500
• Restoring Encryption Keys on page 501
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 customer’s responsibility.
This section describes the following topics:

• Changing the Password of the Database Master Key on page 498
• Backing Up the Database Master Key on page 499
• Backing up the Database Master Key Encryption Password on page 500
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:

2. In the Organization tree, expand Site > Security > Media Encryption. Then from the
Actions menu, choose Regenerate DMK. The Database Master Key window appears.
3. In the Current password field, enter the password currently in use.

4. In the New password and Confirm password fields, enter the new password, then click OK.
5. 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:
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 customer’s 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:
• <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 501.
• Restore the Database Master Key. See Restoring the Database Master Key on page 502.
• If only the database is corrupted, restore only the Database Master Key. See Restoring the
Database Master Key on page 502.
• 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 by a New Service
Master Key on page 503.
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.
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.

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 by 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

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.
3. Click the Accessories tab, and select Systems Administrator in the dropdown list.
4. Select the database by expanding Master Site > Database Services, and select the database.

5. 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 505.
2. Restoring the database. See Restoring the Database on page 507.
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 506.
• Automatic procedure, using the SQL Management Studio. See page 506.

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.

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.

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 by a New Service Master Key on page 503 for details.

21
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........................................................................................................................510
Configuring a Telephony Services Server.................................................................. 511
Creating a New Telephony Services Server.............................................................512
Configuring Playback to Extension for the Analog/Digital Interface .........................517
Configuring Playback to Extension for the H.323 IP Interface .................................519
Configuring Playback to Extension for the SIP IP Interface .....................................523
Verifying Switch Extensions for Analog Playback to Extension..............................529
Modifying the Telephony Services Server Definition ................................................530
Verifying NICE Services ...............................................................................................531
Deleting a Telephony Services Server Definition ......................................................532
What is a Dial Plan? .....................................................................................................533
How to Select a Dial Plan.........................................................................................534
Defining a Dial Plan..................................................................................................535
Defining a Search Order for Telephony Services Servers ........................................542
Chapter 21: Playback to Extension and Dial Plan Configuration 509

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 user’s 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 533.
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.

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 511.
2. Creating a New Telephony Services Server. See page 512.
3. Configuring Playback to Extension (Instant Callback).
See:
• Configuring Playback to Extension for the Analog/Digital Interface on page 517.
• Configuring Playback to Extension for the H.323 IP Interface on page 519.
• Configuring Playback to Extension for the SIP IP Interface on page 523.
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 533.
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.

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 543.
Creating a New Telephony Services Server
To create a new Telephony Services Server:

2. In the Organization tree, expand a Data Hub and select Playback.

3. From the Actions menu, select New Telephony Services Server.

The Telephony Services Server License window appears.
• If your licenses were imported, select the relevant license from the Available Keys list.
Click OK.
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.
Telephony Services Server. Click OK.

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.

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

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 517.
• 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 519.
• To configure Playback to Extension for the SIP IP interface, proceed to Configuring
Playback to Extension for the SIP IP Interface on page 523.
• To configure Customer Feedback, see Customer Feedback Configuration on page 543.

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 512.
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 512.
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 512, 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.

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:
b. Select the server on which the Telephony Services Server is installed. Then select
Monitor Server.
c. Click Save .

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:

Server on page 512.
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.

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 physical switch.
b. Enter the IP address of the CLAN card.
c. Adjust the Codec Rate if necessary. The Codec type is fixed at G.711.
d. Skip the Extension Identifiers option. This option is relevant to Customer Feedback only.
e. Click OK.
The Telephony Services IP Configuration tab displays the updated IP switch information.
IP switch
information
Callback.

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.
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.
b. Click the arrow. A list of switches, previously created in the IP Configurations tab, is
displayed. Select a switch.
c. To define another port, in the Switch column, click the next row. Then click the row’s
arrow and select a switch. Repeat this step until all ports are defined.
d. Click Save . You will be prompted to restart the Telephony Services Server. Click
.
IMPORTANT
The Telephony Services Server restarts and your settings are saved.
although an error message appears, configuration settings are saved.
Playback to Extension for the H.323 IP interface is complete.


Monitor Server.
c. Click Save .

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:

Server on page 512.
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.

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.
b. Enter the IP address of the SIP proxy server.
c. In the Type field, leave the default setting.
d. Adjust the Codec Rate if necessary. The Codec type is fixed at G.711.
e. Skip the Extension Identifiers option. This option is relevant to Customer Feedback only.
f. To configure registered SIP extensions or endpoints, proceed to Step 6.
-or-
If you do not need to configure registered SIP extensions or endpoints, proceed to Step 7.

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.
SIP Port Keep the default value of 5060.
Register for ICB If your switch is configured to use SIP endpoints for Playback to
(Playback to Extension/ Extension, select this option.
Instant Callback only)
SIP Authentication 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.
7. Click OK.
The IP Configurations tab displays the new IP switch configuration information.

Callback.
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.

9. Define IP port assignment as described in the table below:
Switch 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 row’s
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 Enter the SIP endpoint identifier.
SIP Reg Login Enter the SIP registration login provided by your switch technician.
(SIP Authentication
only)
SIP Reg Pass Enter the SIP registration password provided by your switch
(SIP Authentication technician.
only)
Extended Enter the Login and Password.

Parameters
10. Click Save . You are prompted to restart the Telephony Services Server. Click
.
IMPORTANT
although an error message appears, configuration settings are saved.
Playback to Extension for the SIP IP interface is complete.


Monitor Server.
c. Click Save .

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
Analog ports are numbered sequentially and correspond directly to the board’s 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.

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 511.
2. Click Save . You are prompted to restart the Telephony Services Server. Click
.

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.

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 server’s 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.
NOTE: You can also delete a Telephony Services Server by right-clicking its name and
selecting Delete Telephony Services Server.

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
• 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 user’s 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.

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 535.
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.

• 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 user’s 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 Plan’s 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 (agent’s) site and the location of the media. See Defining a Search Order for
Telephony Services Servers on page 542.
NOTE: If you have one site, even if it has several switches and/or Telephony Services
Servers, defining this option has no relevance.

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 539.
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.

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.
b. Click the Switch drop-down arrow and select the relevant switch to which the extension
belongs. This extension is where the playback interaction will be played.

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 542.

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 .

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 . The new user-defined switch appears in the list of
User-Defined switches.
5. Click OK.
The Dial Plan tab appears.

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 542.

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 agent’s 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 .

22
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 ......................................545

Initial Setup Procedures for Customer Feedback .....................................................553
Configuring Customer Feedback Ports......................................................................558
Recording Prompts ......................................................................................................578
Routing a Call to a Survey ...........................................................................................581
Chapter 22: Customer Feedback Configuration 543

Adding the Telephony Services Server to the NMS ..................................................589
Verifying Switch Extension Numbers .........................................................................589
Modifying the Feedback Definition .............................................................................590

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 509.
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.

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 Number of ports
in the license 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 553.
To define a Feedback ports on a Telephony Services Server:

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.

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 33.
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.

d. Continue with Step 5 on page 549.

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.

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.

• 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.

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.

10. Click Save . The Save Changes message appears.
11. Click Yes.

12. Continue with Initial Setup Procedures for Customer Feedback on page 553.

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 553
• Defining General Parameters for Customer Feedback on page 555
• Defining a Retention Period for Voice Comments on page 557
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 Optional ID Field
Avaya AES TSAPI (CVCT) 7
Avaya AES CVLAN 7
Avaya Genesys 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 Using Business Data Fields
on page 31.
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).

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 Optional ID Field
Avaya AES TSAPI (CVCT) 7
Avaya AES CVLAN 7
Avaya Genesys 6
5. Click Save .
6. Continue with Defining General Parameters for Customer Feedback on page 555.

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.
2. Complete the following details. These settings apply to all surveys in your Data Hub.
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, reroute to 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 573.
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 - The survey is associated with the first agent who answered the interaction.
During playback, only the first segment is played.
Last Agent - The survey is associated with the last agent who handled the interaction.
During playback, only the last segment is played.
Not Applicable - The survey is not associated with any agent and is treated as a survey
which rates the general service of the contact center. Drill-down will not work for these
interactions. Each segment is associated with a different agent.
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 557.

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 558.

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 559.
• H.323 Interfaces - continue with H.323 Interfaces: Configuring Ports on page 561.
• SIP Extension Interfaces - continue with SIP Extension Interfaces: Configuring Ports
on page 565.
• SIP Trunk Interfaces - continue with SIP Trunk Interfaces: Configuring Ports
on page 570.
In some environments, you will require Extension Identifiers. See What are Extension
Identifiers and When to use them on page 573/

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 545.
4. Select a port and do the following:
a. Click the Switch field and select a switch from the list.
b. In the Extension field, enter the extension number for the port. See Defining Surveys
Routed by DTMF Parameters on page 581.
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!

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.)
CTI Information 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.)
Business Data 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.
Specific Survey The same, designated survey will always be loaded to this port. In
the Survey Upload Data column, select the survey.
Prompt Recorder The port will be used to record survey prompts.
5. Repeat Step 4 for each Port.
7. Click Yes. Then continue with Recording Prompts on page 578.

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:

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.

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
7. Click OK to close the IP Switch Definition window.

9. Click Yes.
10. Expand the Telephony Services Server branch and select the Feedback branch.

13. 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.)
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.)
specific Business Data field. In the Survey Upload Data column, select
the Business Data Field.
Specific Survey The same, designated survey will always be loaded to this port. In the
Survey Upload Data column, select the survey.


16. Click Yes.

17. Continue with Recording Prompts on page 578.

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:

Server.
New
3. In the Telephony Services IP Configuration area, select SIP Extension. The Switches
area reflects the parameters necessary for SIP Extension definitions.

Do not select
Register for ICB
6. Complete the top section of this window as follows:
For Aspect Switches... For non-Aspect Switches...
Switch Select the switch. Select the switch.

IP IP address of the SIP proxy server. IP address of the SIP proxy server.
Type a. Select Aspect. Select Other.
b. Click Edit .
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 Select the same Codec Rate that is set in the switch.
Extension Required for correlation in some environments. See What are Extension
Identifier Identifiers and When to use them on page 573.

7. To configure registered SIP extensions or endpoints, define the following:
SIP Port Keep the default value of 5060.

Register for ICB Do not select this option! Make sure to clear this checkbox!
SIP Authentication 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.


10. Click Yes.


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.
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 589.

c. In the Survey Upload Type and Survey Upload Data columns, select as follows:
earlier versions, this was referred to as Avaya Automatic Routing.)
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 555), 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.

17. Click Yes.

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:

Server.
New
3. In the Telephony Services IP Configuration area, select SIP Trunk. The Switches area
reflects the parameters necessary for SIP Trunk definitions.

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

9. Click Yes.

13. In the Survey Upload Type and Survey Upload Data columns, select as follows:
previous versions, this was referred to as Avaya Automatic Routing.)

16. Click Yes.

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 555.
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.

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 Step 3 on page 575 start string:12345
at the beginning of the string Step 4 on page 575 12345:rest of string
in the middle of the string Step 5 on page 576 start string:12345:rest of string

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.
b. In the String before extension field, enter the characters immediately before the unique
extension number. Be sure to enter punctuation marks. You do not have to enter the entire
string, just a unique section. Enter string:
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.
• Confirm that your number appears correctly.

e. Repeat Step 2 until all Extension Identifiers are added. Then continue with Step 6
on page 577.
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.
b. In the String after extension field, enter the characters immediately after the unique
string, just a unique section. Enter :rest
c. Click Add Rule. The rule is added to the Rules Defined section.

d. Test the rule as follows:

• Click Test Rule. The stripped number appears in the Result Extension box.

e. Repeat Step 2 until all Extension Identifiers are added. Then continue with Step 6
on page 577.
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.
b. In the String before extension field, enter the characters immediately before the unique
string, just a unique section. Enter string:
c. In the String after extension field, enter the characters immediately after the unique
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:


• Click Test Rule. The extracted number appears in the Result Extension box.

f. Repeat Step 2 until all Extension Identifiers are added. Then continue with Step 6
on page 577.

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 578.
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 one of the procedures in Configuring Customer Feedback Ports on page 558,
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 580.
6. Continue with Routing a Call to a Survey on page 581.
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 Value
File Format WAV
Audio Format PCM or G.711 a-law or G.711 µ-law
Channels 1 (mono)
Audio Sample Rate 8 kHz
Audio Sample Size 8 bit

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 580.

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.
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.

Routing a Call to a Survey

In this procedure you define the survey that will be heard according to predefined criteria. This is
referred to as routing the call to a survey. It is important to confirm that the routing option selected
is supported by your interface.
Select the appropriate procedure as follows:
To route according to... Continue with...
DTMF Defining Surveys Routed by DTMF Parameters on page 581

DNIS Defining Surveys Routed by CTI Parameters on page 583
VDN Defining Surveys Routed by CTI Parameters on page 583
Phone Number Defining Surveys Routed by CTI Parameters on page 583
Business Data Defining Surveys Routed by Business Data Parameters
on page 584
Port Number Defining a Fixed Survey for a Port on page 586
One survey only Defining a Default Survey on page 587
Defining Surveys Routed by DTMF Parameters

In previous versions, this was referred to as Avaya Automatic Routing.
Surveys are selected according to the call’s 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 routing surveys according to DTMF parameters:

selecting DTMF for the Survey Upload Type.

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 DTMF and enter the DTMF value that will be routed to this survey.
7. Click OK.
8. Repeat from Step 4 for each DTMF.

10. Click Yes.

11. Continue with Adding the Telephony Services Server to the NMS on page 589.
Defining Surveys Routed by CTI Parameters

In previous versions, DNIS was referred to as Manual Transfer.
Surveys are selected according to the call’s 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 routing surveys according to CTI parameters:

selecting CTI Information for the Survey Upload Type.
New


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 be routed the survey select.
8. Click OK.
9. Repeat from Step 4 for each survey or CTI value you want to define.
11. Click Yes.

Defining Surveys Routed by Business Data Parameters

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 Using Business Data Fields on page 31.
To define ports for routing surveys according to Business Data parameters:

selecting Business Data for the Survey Upload Type.
New

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 be routed the survey
selected.

8. Click OK.
9. Repeat from Step 4 for each survey or CTI value you want to define.
11. Click Yes.

Defining a Fixed Survey for a 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:

selecting Specific Survey for the Survey Upload Type.

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.
7. Click Yes.
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.

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!
4. Click Yes.

Adding the Telephony Services Server to the NMS
Adding the Telephony Services Server to the NMS

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.

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 . You will be prompted to restart the
Telephony Services Server. Click Yes.

23
Configuring for System Streaming
Stream Server System Admin System Admin

Condition Tag
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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.
Chapter 23: Configuring for System Streaming 591

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 ..................................................................593

Enabling Stream Server Availability .........................................................................603
Configuring the Default Stream Server Definition ....................................................605
Optional - Defining a New Stream Server ................................................................606
Defining System Streaming......................................................................................608
Viewing All Stream Server Configuration Information..............................................610
Maintaining the Stream Server .................................................................................... 611

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 Remote site
Stream Server Logger Stream Server Logger
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.

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 site’s Stream Server, which connects directly to the Loggers (Server at the Player 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
-or-
Allow for all users.
3. Leave the default setting Remote Interactions selected.
4. Leave the default setting Connect directly to the media
source.

-or-
Scenario 2:
• At the Local
site - configure
this when one or
more Loggers at
Remote site are -or-
not accessible:

-or-
4. Select Use remote Stream Server configuration.
• At the Remote
site:

2. Select Allow only local users.

Scenario 3: Server at Logger Site

2. 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 site’s Stream Server.
When playing a call from a Remote site, the user connects to the remote site’s Stream Server,
which performs the streaming (Server at Logger site).
To set streaming on Server at Logger site:
• At the Local site:
-or-

-or-
3. Clear the Remote Interactions checkbox.
• At the Remote site:

2. Select Allow for All users.

Scenario 4: Server to Server

2.
2. 3.
1.
Agent with Player
own site’s Stream Server. This local site’s Stream Server connects directly to the remote site’s
Stream Server, which in turn connects to the Loggers (Server to Server).
To set streaming for Server to Server:
• At the Local
site:
-or-

-or-
• At the Remote
site:

2. Select Allow for all users.

Scenario 5: Server at Player Site for Remote Interactions Only

own site’s Stream Server which connects directly to the Loggers (Server at the Player site).
2.
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.

3. Leave the default setting Connect to the media source.
-or-

Scenario 2:
• At the Local
site - configure
this when one or
more Loggers at
Remote site are
not accessible:

• At the Remote
site:
2. Select Allow only local users.

Scenario 6: Server to Server for Remote Interactions Only

2.
3.
1. 1.
Agent with Player
own site’s Stream Server, which connects directly to the remote site’s 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:

• At the Remote
site:

2. Select Allow for all users.

Scenario 7: Server at Player Site for Local Interactions Only

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 site’s 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-

-or-
3. Clear the Remote Interactions checkbox.

• At the Remote
site:

2. Then, select Allow only local users.
-or-
Clear the Local Interactions checkbox.

Configuring System Streaming

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 605
• Optional: If you require additional Stream Servers, see Optional - Defining a New Stream
Server on page 606.
• Defining System Streaming on page 608
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:

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 . A message appears asking if you want to save changes.

5. Click Yes.
6. Continue with Configuring the Default Stream Server Definition on page 605.

Configuring the Default Stream Server Definition

The default Stream Server is defined automatically with the machine’s 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 606.
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 608.
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 608)
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 603.
If you do not require additional Stream Servers, see Configuring the Default Stream Server
Definition on page 605.
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

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.
6. Continue with Defining System Streaming on page 608.

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 613 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

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 610.
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 610.
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.

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 606.
5. To modify a Stream Server, see Modifying the Stream Server Definition on page 611.
6. To delete a Stream Server, see Deleting a Stream Server Definition on page 612.

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 605.
• To configure the parameters for System Streaming, see Defining System Streaming
on page 608.
3. Click Save . You will be prompted to restart the Stream Server. Click .

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.

24
Configuring for WMS Streaming
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.........................................................614

General WMS Streaming Information ......................................................................614
Enabling Stream Server Availability .........................................................................617
Defining a New Stream Server.................................................................................617
Enabling and Defining Windows Media Server Streaming.......................................619
Optional: Defining Digital Rights Management (DRM) Configuration.......................622
Configuring Users and Groups for WMS Streaming .......................................................624
Viewing All Stream Server Configuration Information..............................................625
Maintaining the WMS Stream Server ..........................................................................626
Chapter 24: Configuring for WMS Streaming 613

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 617
• Defining a New Stream Server on page 617
• Enabling and Defining Windows Media Server Streaming on page 619
• Optional: Defining Digital Rights Management (DRM) Configuration on page 622
• Configuring Users and Groups for WMS Streaming on page 624
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.

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.

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.

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.

4. Click Yes.
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 617.
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

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.
6. Continue with Enabling and Defining Windows Media Server Streaming on page 619.
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.

• 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.

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.
11. Continue with either:
• Optional: Defining Digital Rights Management (DRM) Configuration
-or-
• Configuring Users and Groups for WMS Streaming on page 624.

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 619.
Select Enable
encryption
License is installed and activated.

Number of days left for license.

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 624.

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 . The selected
group/user appears in the Selected Items list.

6. Click Yes.
7. Continue with Viewing All Stream Server Configuration Information on page 625.


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 617.
5. To modify a Stream Server, see Modifying the WMS Stream Server Definition on page 626.
6. To delete a Stream Server, see Deleting a Stream Server Definition on page 627.

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 617.
• To configure the parameters for WMS Streaming, see Enabling and Defining Windows
Media Server Streaming on page 619.

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.

25
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 ...........................................................630
Chapter 25: Configuring Screen Content Analysis 629

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:

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.

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.
b. Enter the IP Address or Host Name.
c. The default server ports appears. Change as needed.
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 .

26
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............................................................................................634

Procedure 1: Defining the Storage Center Server....................................................634
Procedure 2: Defining Storage Groups ....................................................................639
Procedure 3: Defining a Storage Unit.......................................................................644
Procedure 4: Defining an ESM Device.....................................................................652
Modifying Storage Center Parameters .......................................................................660
Deleting a Storage Center Component ....................................................................662
Chapter 26: Configuring Storage Center 633

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
Storage Center Server host name. You can also define a specific location/size for the
on page 634 Retrieve Storage Unit, other than the default parameters.
• Procedure 2: Defining For each Storage Group, define:

Storage Groups
• the group name.
on page 639
• a retention period.
• Procedure 3: Defining a Each Storage Group is comprised of one or more units. For each
Storage Unit on page 644 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 652 -or-
(if the site has an ESM
Server) Define the EMC Centera server IP addresses.
-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.

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:

2. In the Organization Tree, select the Storage Center Servers branch.

3. From the Actions menu, select New Storage Center. The Storage Center Licensing window
appears.

4. Enter the Serial Number and License Key and click OK. The Storage Center Server
Definition Wizard starts.
5. Click Next. Step 2 appears.
Define the Storage Center parameters as follows:

a. Enter a logical name for the server.

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.
6. 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).

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!
8. Click Next. Step 4 appears showing a summary of the new Storage Center server definition.

9. 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.
10. If your site has an NMS installed, add the new Storage Center server to the NMS monitored
list:
b. Click the Monitored Server tab.
c. Move the new server from the Available Servers list to the Attached Servers list and
click Save .
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. See Procedure 4: Defining an ESM Device on page 652.
• 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. (See
Procedure 3: Defining a Storage Unit on page 644.

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 group’s Retention value and a rule’s Force
Deletion value (such as the group’s Retention value is set to 100 days and the rule’s 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. See
Procedure 1: Defining the Storage Center Server on page 634.
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.

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)
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.

Enter a logical name for the Storage Group.


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 640 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. Continue with Procedure 3: Defining a Storage Unit on page 644.

Procedure 3: Defining a Storage Unit

For each Storage Group, you must define at least one Storage Unit. 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 644.
• 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 server’s local hard drive, but on an external NAS/SAN or CAS storage.
What Storage Types are Available?
Directory Per Day Creates subdirectories under the defined directory path (for each day of
(default) 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.

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:
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 select to 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:
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. (See Procedure 3: Defining a Storage Unit
on page 644.)
a. Select a storage type. See What Storage Types are Available? on page 644.
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 650.
a. Enter a retention value .

b. For each media type and/or compression type, add a row and enter the expected number of
interactions per day.
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.

9. Click Finish. The group and unit appear under the appropriate Storage Center server name in
the Organization Tree.
Storage Group
Storage Unit

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.

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 660.
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.

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 652.
• Tivoli: See Defining TSM as the ESM Device on page 655.
• NetApp Snaplock: See Defining NetApp Snaplock as the ESM Device on page 657.
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.

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.

Define IP addresses as follows:

a. In the Primary IP Addresses area, enter an IP address under the Primary IP Addresses
area and click .
b. In the Primary IP Addresses area, enter three additional IP addresses if you want to
provide additional access nodes to the EMC Centera server. You can change the order of
the IP addresses using the up/down arrows.
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.

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 656 and Step 6 on page 657.
To define an ESM for TSM:

and select the ESM Device branch.
2. From the Actions menu, select New ESM Device.
The New ESM Definition Wizard starts.

4. Enter a name for the device and select Tivoli TSM.

The default client parameters of the Tivoli TSM appear:
• DSMI dir path The directory of the TSM client installation
• DSMI config path Full path name of the TSM client user option file
• DSMI log path Error log location for the TSM client
• Configuration file path Location of the TSM client configuration file
You can modify the parameters as needed by browsing to a different folder/location.

6. Define the TSM details, as follows:
• Administrator User Name Enter the Administrator login to the TSM server
• Administrator Password Enter the Administrator password to the TSM server
• Client Node User Name Enter the name of the predefined node
• Client Node Password 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.
and select the ESM Device branch.

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.

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.
If you entered an invalid volume in the previous step, a message appears notifying you that the
specified location was not found.

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 group’s parameters appear in the
right pane.
2. From the Actions menu, select:

• Update Storage Center
-or-
• Update ESM Device
-or-
• Update Storage Group
-or-
• Update Storage Unit.
TIP: Some parameters cannot be modified. You must delete the component and then
define a new component.

3. The appropriate wizard appears enabling you to modify parameters, as follows:
Select the To modify these

To view the following parameters:
following branch: parameters:
A Storage Center Server name, IP address and number Select Update Storage
Server of Archive and Retrieve connections Center. The Update Storage
Center Server Definition
Wizard appears. See
Procedure 1: Defining the
Storage Center Server
on page 634
A Storage Group The group name. Click Update Storage

The number of units in the group and Group. The Update Storage
the combined size in GB. Group Definition Wizard
appears. See Procedure
A retention period for the group.
2: Defining Storage Groups
on page 639.
A Storage Unit The unit name and type. Click Update Storage Unit.
The storage location. The Update Storage
Definition Wizard appears.
The storage size and maximum
See Procedure 3: Defining a
threshold.
Storage Unit on page 644.
The file type.
An ESM device TSM client parameters Click Update ESM Device.

The Update ESM Definition
Wizard appears. See
Procedure 4: Defining an
ESM Device on page 652.
4. If you modified the Storage Center IP address or connection parameters, restart the Storage
Center server.

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
-or-
• Delete ESM Device
-or-
• Delete Storage Group
-or-
• Delete Storage Unit.

27
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 .................................................................................664

Viewing the Status of Storage Areas ..........................................................................665
Chapter 27: Tracking the Status of your Storage Centers 663

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:

2. In the System Monitoring branch, click Storage Center Servers. A list of Storage Center
servers appears with their respective host names/IP address.
3. 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 665.

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.

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.
b. Click . This task may take several minutes. A report appears displaying the
amount of space used in the storage area over the defined time period.

28
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 ........................................................................668

Defining Media Library Printers ..................................................................................670
Deleting a Media Library Definition.............................................................................673
Chapter 28: Installing the Media Library 667

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 670.
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:

2. In the Organization tree, expand the site branch. Select the Media Library Servers branch.
3. From the Actions menu, select New Media Library.
The Media Library Server Definition Wizard starts.

5. Enter a logical name and IP address for the Media Library server.
7. 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 670.

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.

4. Define the following printer parameters:

a. Enter a logical name for the printer.
b. Select whether the printer is Local or Remote. If the printer is remote, enter the IP
address of the printer.
Only one local printer can be defined per Media Library.
c. Select a printer port, if needed.
d. Select the printer type.

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.

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.

29
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
Contents
Configuring the PBO Request Wizard ........................................................................676

Configuring Advanced Options...................................................................................678
Configure the Approval Process ..............................................................................678
Configure the Completion Comment Form ..............................................................679
Configure the Approval Comment Form ..................................................................679
Configure the Rejection Comment Form..................................................................679
Chapter 29: Configuring Playback Organizer (PBO) 675

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:

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.

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.
b. Enable or disable each row by selecting or clearing the Enable checkbox. If you disable
the checkbox, the row is disabled and appears gray.
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.


Configuring Advanced Options

In addition to configuring the PBO Request wizard, you can also do the following:
• Configure the Approval Process
• Configure the Completion Comment Form
• Configure the Approval Comment Form
• Configure the Rejection Comment Form
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.

Configure the Completion Comment Form

Determine if a Completion Comment Form appears at the end of the Completing the Compliance
process.
To configure the Completion Comment Form:

2. Under Completion Comment form, select Enable Completion Comment form.
Configure the Approval Comment Form

Determine if an Approval Comment Form appears at the end of the approval process.
To configure the Approval Comment Form:

2. Under Approval Comment form, select Enable Approval Comment form.
Configure the Rejection Comment Form

Determine if a Rejection Comment Form appears at the end of the rejection process.
To configure the Rejection Comment Form:

2. Under Rejection Comment form, select Enable Rejection Comment form.

30
Network Management System (NMS)
Configuration
The NMS is an optional component.

To ensure a robust and reliable NICE system, it is essential to monitor the status of each
component in your system. This monitoring must 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.
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.
Chapter 30: Network Management System (NMS) Configuration 681

Contents
Defining the NMS via System Administrator..............................................................683

Modifying the NMS Definition......................................................................................687

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:

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.

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 to expand it’s definition.
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 it’s row.

-or-
Expand it’s 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.

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 day’s log file will be deleted and the log file that is sent will
be empty.
12. You can send each day’s 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.

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 .

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 683.
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 NMS’s definition using the System Administrator.
It is recommended that you do this procedure before uninstalling the NMS so that you do not
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 .

31
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 .............................................................................690

Where are the VRG Definitions Saved?......................................................................691
General VRG Configuration Options ..........................................................................692
Defining a New VRG .....................................................................................................694
Reviewing VRG Status .................................................................................................710
Chapter 31: Defining VoIP Recording Gateway (VRG) 689

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 Mirroring Mode Tapping Mode
Copper Interface 10/100/1000 Mbps 9 9

Fiber Interface 1000 Mbps 9 :
8 - 10/100/1000 4 - Full Duplex
Maximum effective
Mbps links 10/100/1000 Mbps
Input Traffic
links

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
Likewise, VRG definitions can be modified in two places/ways.
• On the VRG, using the CLI (Command Line Interface)
• In the NICE Perform System Administrator application
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.

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 Download Configuration
to VRG 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 VRG’s 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.

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.

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:
Mode.
2. In the Organization tree, expand the site and select VoIP Recording Gateway. Then from the
Actions menu, select New VRG.

Defining a New VRG
The Details tab appears.
When Set as Cluster is selected, you must

enter the cluster’s public IP address and the
VRG unit’s private IP address
3. 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 cluster’s public IP address.
Entering the cluster’s 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.

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.
4. Click Save . VRG Status and Configuration parameters are updated.
If the VRG is currently online, the VRG Status changes from to

.
5. 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 690.
6. Define Input Ports as described below.
a. Double-click an input port.
-or-
Select an input port and click .

Defining a New VRG
The Input Port Configuration window for that port appears.
b. Define input port parameters as described below:
• Enabled Select to activate the Input Port Configuration fields.
• Media Type Select Copper or Fiber.
• Speed (Copper only) Select 10, 100, or 1000 Mbps according to the Ethernet
links of the customer’s infrastructure.
Note: The VRG and the network switch do not support
negotiation. This Speed value must be configured to
match the network switch’s speed.
• Connectivity Mode Select Mirroring, Tapping, or Concatenating.
If you select Tapping, the input port’s mate is forced to
adopt the same configuration settings.
• External fiber tapping If your site uses an external fiber tapping unit, select this
unit (Fiber only) option.
c. Click .
7. To define additional input ports, repeat Step 6.
8. 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.

Defining a New VRG
9. 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

Defining a New VRG
10. Define System parameters as described below.
• To add a new parameter, click Add and in the relevant window, define the new
parameter.
• To edit a parameter, select the parameter you need to edit, click Edit , and in the
relevant window edit the parameter.
• To delete a parameter, select the parameter you need to delete, and click Remove .
11. Select Services as necessary.
12. 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.

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 option.
• To delete an MPCM, use the Remove option.

The Advanced options are optional, and are only required for certain sites.
14. Expand Log Settings.
Log Settings are for debugging purposes only.

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.
15. 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 50
2 25
3 16
4 12
5 10
a. Select or clear the required RTP Payloads.

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 , Edit , and
Remove options.
16. Expand SIP Infrastructure.
The SIP Infrastructure options are only relevant to sites with SIP infrastructure!
Define parameters as described below:
• SIP Proxy IP Enter the IP address or host name of your SIP proxy.
Address/Host Name
• Port Keep the default port unless instructed otherwise.
• Transport Keep the default value.
• SIP Registrars
• To add a new SIP Registrar, click Add and in the SIP
Registrar window define the new SIP Registrar’s URI and
IP address.
• To edit a SIP Registrar URI or IP address, select the SIP
Registrar you need to edit, click Edit , and in the SIP
Registrar window, edit values.
• To delete a SIP Registrar, select the name you need to
delete, and click Remove .

Defining a New VRG
17. 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

Defining a New VRG
• Redundancy Timing Retransmission T1 (mSec) – Determines several timers as

Parameters 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 706.
Session timing (Sec) – Frequency with which the
redundant VRG tries to connect to the primary VRG (when
disconnected).
Default value: 20
• Reporting Timing Discovery Period (Sec) – Maximum time period that
Parameters 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 System Delay on Boot (Sec) - Startup time delay, during
Parameters 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

Defining a New VRG
18. Expand Session Border Controller (SBC).
If SBC redundancy is implemented at your site, select RFC 2003.
19. Click Save .

The new VRG definition is saved to the System Administrator’s database.
20. 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.

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.

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 708.

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.

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 .

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.

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:
Mode.
2. In the Organization tree, expand the site and select VoIP Recording Gateway.
3. 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.
4. Click Save .

32
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 .........................................................714

Prerequisites for Active Directory Authentication ....................................................716
Confirming the Existence of Trusted Domains..........................................................717
Switching to Active Directory......................................................................................720
Maintaining your Active Directory Environment .......................................................725
Modifying Active Directory Configuration .................................................................725
About the SuperUser................................................................................................726
Adding a Domain to Active Directory .......................................................................727
Removing a Domain from Active Directory ..............................................................728
Validating Users in Active Directory .........................................................................729
Uploading a User Database .........................................................................................730
Troubleshooting Active Directory in your NICE Perform System............................731
Common Active Directory Acronyms .........................................................................732
Chapter 32: Interfacing NICE Perform with Microsoft Active Directory 713

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 user’s Window’s user name and password.
• Active Directory Authentication - NICE Perform uses the system user’s 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 user’s 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 729.
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.

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 2000 and 2003 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 2000 and 2003 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.

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 2000/2003 Server Active Directory
• CLDAP service listening on UDP port 389 and accessible anonymously from the NICE
Perform Applications Server.
• 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)
• 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 726.
NOTE: Relevant domains are domains that host NICE Perform Applications Servers
and domains that host users for the NICE Perform applications.

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.

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 domain’s DNS name, but can be also be
completely different.
Example: A domain’s DNS name can be nice.com and it’s 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 user’s username and NetBios domain
name to establish authentication.
4. 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.

5. 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.

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 defined in Prerequisites for Active Directory Authentication
on page 716 have been met.
b. Verify that the Applications Server is associated with one of the Trusted Domains. In a
Multi Data Hub environment, all Applications Serves must be associated with one of the
Trusted Domains.
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 726.
e. Verify the current Trusted Domain. See Confirming the Existence of Trusted Domains
on page 717.
3. In the Organization tree, select Active Directory.

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 729.
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.

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 731.
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
user’s Windows User Name and select the Domain. For more information, see About the
SuperUser on page 726. See note box below.

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.)

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

Maintaining your Active Directory Environment

As your system grows and changes, you will have to update your Active Directory definitions to
accommodate changes to your Forest of domains and changes to your user database. The
following sections provide additional information and procedures.
• Modifying Active Directory Configuration
• About the SuperUser
• Adding a Domain to Active Directory
• Removing a Domain from Active Directory
• Validating Users in Active Directory
Modifying Active Directory Configuration

The Active Directory definition appears in the System Administrator application.
To modify Active Directry configuration:

3. Make any necessary changes in the General or Domains tab. Then click Save.

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 720.
You will automatically be logged in to NICE Perform as the Mandatory Superuser.
Domain added to NICE 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 726.
To change the Active Directory Superuser:


3. In the General tab, change the Windows User Name and Domain for the new SuperUser.
4. Click Save .
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:

3. Click the Domains tab. Then click Auto Detection.
4. If the domain does not appear, see Troubleshooting Active Directory in your NICE
Perform System on page 731.
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 Locating Users defined in a
Domain on page 729.
To remove a domain:

3. Click the Domains tab. Select the domain and then click Delete.

Locating Users 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 any remaining users in the domain you are removing. If you find users in
the domain, double-click their row to edit their definition and change their domain.
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 user’s identification is
valid.

Uploading a User Database
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.
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.

Troubleshooting Active Directory in your NICE Perform System
Troubleshooting Active Directory in your NICE Perform

System
Following are some common problems you might encounter and possible solutions.
Scenario Possible Cause Solution
Auto Detection does not • The NICE Perform • Confirm that the NICE
work Applications Server is not Perform Applications
‘Connection to LDAP server residing in a Trusted Server is residing in a
has failed’ error message Domain Trusted Domain
appears • LDAP is not running or is • Confirm that LDAP is
not running on port 389 running on port 389
User is defined in NICE • User definition in NICE • Review the user definition
Perform and in Active Perform or Active in the Users
Directory and cannot log in Directory is invalid Administrator
to NICE Perform
• Restriction such as • Confirm the user’s
account disabled is domain using the validate
applied in the Active button in the Users
Directory Administrator
• Review the user
properties in Active
Directory. Confirm that
the account is not
disabled
Auto-lock feature is disabled Auto-lock has no significance If extra security is required,

when Single Sign-On mode in Single Sign-On mode as auto-lock can be
is activated users are not prompted for implemented at operating
their passwords system level, using Active
Directory’s group policy. This
will activate the password
requirement when the Screen
Saver appears
In the Users Administrator, The information contained in

the Password tab for these tabs is not required in
Organization and the System Active Directory mode.
User tab for user definitions Password policy is defined in
do not appear Active Directory.
System Users are defined in
the General tab.

Common Active Directory Acronyms
Common Active Directory Acronyms

The following table lists and defines acronyms used in this document.
Term Definition
AD 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.
LDAP 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.
SSO 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.
SSPI Security Support Provider Interface: Application Programming Interface (API) that
applications use to request security services from security service providers. In
Windows 2000, 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 2000.
SPN 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>
UPN 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.

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 Hub’s 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 .........................................................................................735

Multi Data Hub Workflow .............................................................................................736
Procedure 1: Setting Up the Primary Data Hub .........................................................737
Procedure 2: Setting Up a Secondary Data Hub........................................................738
Procedure 3: Connecting the Data Hubs....................................................................739
Procedure 4: Linking the Data Mart to a Secondary Data Hub.................................743
Procedure 5: Defining Replication Between Data Hubs ...........................................745
Appendix A: Working with Multi Data Hubs 733

Defining Replication with SQL Authentication..........................................................745
Defining Replication with Windows (NT) Authentication ..........................................748
Procedure 6: Completing the Multi Data Hub Definition...........................................751

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)

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 751.
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

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.
b. Define its databases in the System Administrator.
c. Define its applications in the System Administrator.
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 738.

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 751.
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 739.

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.

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 Hub’s database. Enter the Name of its Administrative database
the Host Name of the computer where it is installed. Then click Next.

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 742.
NOTE: In some environments, the Reporter Scheduler does not appear.
If there is more than one Applications Server, select the Primary server.

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 Hub’s assignment (see to Step 8 on page 741).
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 47.
13. Continue with Procedure 4: Linking the Data Mart to a Secondary Data Hub on page 743.

Procedure 4: Linking the Data Mart to a Secondary Data Hub
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:

2. Click the Sites tab.

Procedure 4: Linking the Data Mart to a Secondary Data Hub
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 745.

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 Hub’s databases. Select the relevant procedure
according to your Data Hub’s authentication process as follows:
• SQL authentication - Defining Replication with SQL Authentication on page 745.
-or-
• Windows (NT) authentication - Defining Replication with Windows (NT)
Authentication on page 748.
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 748.
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.

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.

4. Click . The next step appears. (This window can also be opened by clicking
on the Replication tab.)

a. The Secondary SQL server is registered in the Primary Data Hub (Enterprise Manager).
b. The SQL server and the SQL Agent are running. (This is important because the SQL
Agent is stopped during the merge process.)
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 751.

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 745.
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 .

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.

5. Click . The next step appears.

a. The Secondary SQL server is registered in the Primary Data Hub (Enterprise Manager).
b. The SQL server and the SQL Agent are running. (This is important because the SQL
Agent is stopped during the merge process.)
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 751.

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

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..............................................................754

To Troubleshoot an Active Directory Environment ...................................................754
To Increase Query Speed.............................................................................................754
To Enable Warning Tones or Warn the Caller ............................................................754
To Change the Host Computer for the Applications .................................................755
Appendix B: Tips 753

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 server’s IP address is 100.10.10.123. It’s 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 731.
To Increase Query Speed

Add an index to commonly queried reserved columns.
See Indexing Reserved Columns and Business Data Fields on page 54.
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 81.

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 359.

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 ............................................................................758

CLS Monitor Parameters..............................................................................................760
SNMP Agent Parameters .............................................................................................762
Dispatch Parameters ....................................................................................................762
Call Server Parameters ................................................................................................762
Log Parameters ............................................................................................................766
DB Server Parameters..................................................................................................767
Recording Decisions Parameters ...............................................................................769
General Parameters......................................................................................................770
RCM Parameters ...........................................................................................................771
Appendix C: CLS Configuration Parameters 757

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 180.
Is
Parameter Default Description
ReadOnly
FetchDataIntervalSec 60 The time interval (in seconds) that the

TRS wait between two consecutive
Logger and database queries.
HoleThresholdSec 10 Minimum length (in seconds) for each False

recording that the TRS will insert as a
Basic Recording.
LoggerCommTimeoutSec 10 The time interval (in seconds) during False

which the TRS tries to communicate
with Loggers. If this period passes and
communication has failed, a timeout
error is generated.
MappingBackupFileLocation [CLS Install The location for saving and loading the False
Path] mapping backup file (should be modified
in cluster configurations only).
MaxHistoryLengthHours 168 How far back (in hours) to search False

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.
MaxRecordingChunk 500 Maximum number of recording that can False

be handled in one task.
MaxRetriesForLogger 60 Number of retries to wait for Logger False

recovery in an N+1 environment.

Is
ReadOnly
MinWaitBeforeQuery op_MaxOp TRS will not resolve calls that are newer False
enCallDura than specified in this parameter.
tion 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.
RefreshConfigurationMin 15 Refresh time, in minutes, to check for False

configuration changes.

CLS Monitor Parameters

Following is a list of CLS Monitor parameters and their default values.
Is
ReadOnly
Driver Port 62300 Defines the first port in a consecutive False

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.
Keep Alive Sec 20 The number of seconds after which a False

module is considered down if it has not
sent any messages.
Max Module Down 0 The maximum number of times that a False

module is down after which a failover
message is initiated.
MinRepeatingFailOverMin 30 The minimum amount of time that must False

elapse between one failover initiated by
the CLS, and another. This parameter
minimizes failover frequency.
Monitor IPC No If Yes, both SessionController and False

Drivers are monitored for failure. A
failover occurs if one of them fails. In an
IPC environment, the parameter must be
set to Yes.
Port number 62062 The TCP/IP port to which the CLS Monitor False
listens. To avoid unpredictable results,
this port must be different from all other
ports in use on the Interactions Center
machine.
Reset Down Count Min 30 The number of minutes after which the False
module down counter resets.
Scheduler Port 62061 The TCP/IP port to which the Scheduler False
listens to allow the CLS Monitor to
connect.

Is
ReadOnly
Session Controller Port 62064 The TCP/IP port to which the CLS Monitor False
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.
Drivers End Port 62499 Defines the last port in a consecutive False
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.

SNMP Agent Parameters
SNMP Agent Parameters

Following is a list of SNMP Agent parameters and their default values.
Is
ReadOnly
Port number 62059 The TCP/IP port to which the SNMP False
Agent listens.
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
AllowOperationTimeMeasurin False If True, the Call Server measures the False

g command processing time.
CAPI Converter ID The identifying ID string for the CAPI False

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 localhost The hostname or IP Address of the CAPI False
Converter machine.
CAPI Converter Port 62221 The port to which the CAPI Converter False
listens. This port must be different from
any other port on the CAPI Converter
machine. The possible values are 62221-
62320.
CAPISpy False Allows printing of CAPI messages to file. False

Note: Changing this parameter has no
affect on the system.
ClientSndRcvTimeOut 4000 The timeout before the client disconnects False

from the Call Server, while waiting for
command processing response (relevant
for old CAPI).

Is
ReadOnly
CLS Server Remoting Port 62065 The Port to which the Call Server Keep False
Alive listens. This Port must be different
from any other port on the Interactions
Center machine.
CompoundTableMaxEntries 2000 The maximum number of compound calls False

that can be open simultaneously.
DBSrvrAddress localhost The IP or the name of the computer True

where the DB Server runs.
DefaultDirection Internal The Call Server uses this direction if it False

was not reported at the start of the call.
EMailRecording False Determines whether the system supports False

email interaction type.
Note: Changing this parameter has no
affect on the system.
ForceUaLogoutAfterSec 0 This enables a process once a minute False

that checks if any of the ScreenAgents
are logged in for a period longer than this
parameter, in which case they are logged
off.
FreeSeating True If True, the system supports free seating False

and requests agents to login to a station.
host Port number 62051 The TCP/IP port to which the Call Server False
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.
IgnoreSwitchId False If True, the switch ID is ignored. False
LoginTableMaxEnries 2000 The maximum number of calls allowed in False

the Call Server.
MinBlockDuration 300 The minimum duration in seconds of False

successful Block Recording after which
the request is considered successful.

Is
ReadOnly
op_CloseLogoffAgentCalls EXT Tells the Call Server what to do if an False

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.
op_CompleteAgentData True If True, completes the Agent ID using the False

Agent’s previous login information.
op_InsertUnmapped Yes If Yes, Call Server inserts calls that were False
not recorded or failed to record onto the
database.
op_MaxCallDuration 0 The duration in minutes after which the True

(Active until CLS SP6) Call Server discards the call. A value of 0
indicates that all calls are processed.
op_MaxOpenCallDuration 18000 This enables a process once a minute False

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.
op_MaxOpenCompoundCall 18000 This enables a process once a minute False

Duration 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.
op_MaxOpenSegmentsPerC 50 The maximum number of segments that False

omp can be opened for a compound call.
op_MaxSpeakerCallDuration 1800 The maximum duration for a speaker call False

in seconds.
op_MinCallDuration 0 The Callsrvr discards all calls with a False

duration that is less than the specified
value in seconds. A value of 0 accepts all
calls.
op_MultipleLoginPerAgent false If True, the Call Server allows an agent to False

login to more than one extension on the
same switch.

Is
ReadOnly
OverwriteEndCall false If True, overwrites the call data with the False
data received (if it exists) in the EndCall
command.
PrintCAPIDebugMessages False If True, enables printing of debug False

messages from CAPI.
RCMAddress localhost The IP address or name of the machine True

where the RCM runs.
RCMTimeOut 2000 The duration in seconds that the Call False

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.
RefreshAgentTime 600 The time in seconds for refreshing the False

agent information from the database.
SafeDataFlushDelay 2000 The time in milliseconds the internal False

tables must wait between data flushes to
the disk.
SegmentTableMaxEntries 2000 The maximum number of segments that False

can be open in the Call Server.
Selective Recording This parameter is used internally by the False

Interactions Center and cannot be edited
directly.
SwitchReportingType CTI The switch reporting type (CTI, CDR). False
TCP Port 62050 The TCP/IP port to which the Call Server False
this port must be different from all other
ports in use on the Interactions Center
machine.
TotalScreenRecording False If True, the Call Server records screens True

for all calls.
UpdateAsStart 0 If the time interval between the start call False

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.
Use Old CAPI Allowed False Allows the use of Start/Stop record False
commands by the old CAPI clients.

Log Parameters
Log Parameters
Following is a list of Log parameters and their default values.
Is
ReadOnly
AsyncLogQueueSize 100000 The size of the asynchronous log queue. True

Messages will not enter the queue once
the queue is full and until messages are
removed from the queue.
RefreshConfigurationTimeIn 300 The time interval in seconds for refreshing True

terval the log configuration.
MaxLogSizePerProcess 100 The maximum log size (in Mb) per False
process to keep. When reached older log
files are truncated.

DB Server Parameters
Following is a list of DB Server parameters and their default values.
Is
ReadOnly
BulkInsertionSize 5 The number of interactions/contacts to be True

inserted into the database as part of a
bulk execution.
DBSpaceCheckIntervalMinute 10 The time interval in minutes the DB False

s Server waits before checking the DB
space.
MaxRequestRetries 5 The maximum number of times that the False

DB Server retries after a failure.
MinFreeDBSpaceMegs 10 The minimum DB free space threshold. False

Once the threshold is reached the DB
server will either truncate the oldest table
or stop inserting calls (based on the
TruncateOldestSet parameter value).
Port number 62055 The TCP/IP port to which the DB Server False
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.
RequestExecuteTimoutMillis 2000 The DB Server uses this timeout in False

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.
RequestQueueSize 1000 The size of the request queue that buffers False
requests before the DB Server handles
them.
RetriesIntervalMillis 2000 The number of milliseconds that the DB False

Server must wait before retrying to
perform a failed request.
SQLExecuteTimeoutMillis 20000 The number of milliseconds that the DB False

Server uses to determine whether a SQL
command is exceeding a reasonable
period.

Is
ReadOnly
TruncateOldestSet Yes If Yes, the DB Server truncates tables if False

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.

Recording Decisions Parameters
Recording Decisions Parameters

Following is a list of Recording Decisions parameters and their default values.
Is
ReadOnly
DBDirtyBitCheckTime 60 The interval in seconds after which the False

rules, users and groups configuration are
checked for changes. If any changes are
found, the Scheduler reloads all the rules.
DBSchedulesReloadTime 900 The interval during which Scheduler False

unloads and loads the rules.
DisableDirectRulesLoading False If True, disables direct loading of rules False

into the RecodingDecisions.
Warning: Selective, Negative and other
rules loaded directly into the
RecordingDecisions will not be loaded
at all.
minSecTimeoutBetweenReq 60 The minimum time period between a False

AfterFail failed record request and the next retry.
RulesMonitoringTimeInterval 60 The interval in seconds after which the False

rules, users, groups and list items
configuration is checked for changes. This
is relevant for all rules loaded directly into
the RecordingDecisions.

General Parameters
General Parameters
Following is a list of General parameters and their default values.
Is
ReadOnly
SNMPAgentAddress The IP address or computer name where False

the SNMP agent is located.
HandleLogOffEvents No If Yes, the CLS applications handle logoff False

events.
Number of Interactions 3000000 The number of interactions that are False

recorded in the event of a network failure.
The recordings contain complete CTI
data.
OnlineChunkSize 500000 Size of the data chunk that is passed to False

Online Configuration clients (internal
units). Change with caution.

RCM Parameters
RCM Parameters
Following is a list of RCM parameters and their default values.
Is
ReadOnly
ActiveVoIPResourceMainten 3000 The time in milliseconds between checks False

anceInterval to see if the resource is in the correct
state.
CheckForAudioDelay 4000 For VoIP environments, the period (in False

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.
CheckForAudioDelayIPC 5000 For VoIP IPC environments, the period (in False
milliseconds) that RCM waits after starting
a call, before checking for audio
availability on the Logger.
CheckForAudioRetries 3 The number of retries to check where the False

audio is in the Forwarding by Device
recording method.
CommTimeout 3 The time interval in seconds during which False

the RCM tries to communicate with
Nlogapi Loggers. If this period passes and
communication has failed, a timeout error
is generated.
EnableAudioChecks Yes If Yes, the RCM checks for audio False

availability on the Logger after starting a
call. The delay period before the RCM
checks the Logger is set in the parameter
CheckForAudioDelay.
LoggerCheckAliveInterval 20000 The interval in milliseconds between False

checks to see if the Logger is responding
and functional.
LoggerCheckAliveAfterFall 10000 The interval in milliseconds for checking False

whether the Logger is responding after
detecting Logger disconnection.
LoggerCommandRetries 3 The number of retries for a Logger False

command before generating a failure
error on the command.

RCM Parameters
Is
ReadOnly
LogMMLDII No If Yes, reports NiceScreen log messages False

inside the RCM logs.
MappingBackupFileLocation [CLS The location for saving and loading the False
Install mapping backup file (should be modified
Path] in cluster configurations only).
NumberOfConcurrentConne 10 The number of concurrent connections False

ctionsPerLogger 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.
NumberOfWorkers 10 The number of calls/second that the RCM False

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.
PendingTimeBeforeSending 300 In Active VoIP environments, the time in False

ForwardingCommands milliseconds before sending serial
forwarding commands.
Port number 62069 The TCP/IP port to which the RCM host False
this port must be different to all other ports
in use on the CLS computer, including
those used for other copies of the driver.
ReadMappingFromFile No If Yes, indicates that the RCM must read False

the Logger definition from map files and
not from the System Administrator.

RCM Parameters
Is
ReadOnly
RecordOnlyBestParticipant Yes If Yes, records only the best (least False

“expensive” recording method)
participant.
RetriesWhenRecievingPendi 3 In Active VoIP environments, the number False

ng of retries when Pending is received as a
return status from the VoIP Logger.
SleepTimeBeforeCheckingT 1000 The time in milliseconds before checking False

heAudioSource 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).
Support Switch Id Yes If Yes, indicates to search a resource for False

recordings using the Switch ID.
UpdateTimeInterval 600 Defines the interval in seconds for False

updating configuration parameters.

D
Enabling Display of NICE System
Information in the Summary Page
Contents
Overview........................................................................................................................776
Common Terms.............................................................................................................777
Verifying the System Administrator User...................................................................778
Adding the System Administrator User to Computers not in an Active Directory
Environment..................................................................................................................780
Installing WMI Windows Management Instrumentation............................................783
Editing DCOM Permissions .........................................................................................785
Setting Security Permissions through the WMI Control...........................................791
Appendix D: Enabling Display of NICE System Information in the Summary Page 775

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 778.
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.

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 Meaning
COM Component Object Model. COM is a platform-independent, distributed,

object-oriented system for creating binary software components that can
interact.
DCOM Distributed Component Object Model. DCOM is a protocol that enables

software components to communicate directly over a network.
WMI 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.
WMI Namespace 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.

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.

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.

Adding the System Administrator User to Computers not in an Active Directory Environment
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 778 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.

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.

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 778.
• 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 783.

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.

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.

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.

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.

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.

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.
Administrator user.
d. Click OK.
The Access Permission window reappears.
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 791.

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.

The WMI Control (Local) Properties window appears.
4. Expand Root, and select the DEFAULT namespace.
5. Click Security.

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.
Administrator user.
d. Click OK.
The Security for ROOT\DEFAULT window reappears.

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.

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.

Index
A described 71, 100
active VoIP device Automatic Routing 581
workflow 199 Avaya Automatic Routing 581
active VoIP gateway
workflow 200 B
activity detection Basic Recordings (TRS) 180
defining for recording channels 84 Basic Recordings, see Inserter Support
guidelines for defining 89 Business Analyzer 388, 396
testing 89 clearing preferences 394, 400
activity statistics configuring 388, 394, 395, 396, 400
defining for a channel 84, 109 global preferences 388, 396
guidelines for defining 88, 91, 112, 113 preferences 388, 394, 395, 396, 400
Administration database query 395
defining 55 removing preferences 394, 400
overview 44 settings 388, 396
AGC, see gain control business data
Agent to Survey Correlation after Transfer 556 CLS definition 172
Agent Transfer Timeout 556 creating 50
alias column names flow in the System Administrator 31
defining 55 indexing 54
reserved columns mapping 172
alias column names 53 business data, Avaya 553
all call segments 395
applications C
changing host computers 755 Call Server
configuring 359 CLS configuration parameters 762
customizing a definition 364 chains, see N+1
host addresses 362, 365 channel mapping 121
architecture 410, 411 getting started 187
audio activity recording types 188
defining for recording channels 84, 109 terms 189
guidelines for setting 88, 112 workflow 195
audio alarms channels
setting for recording channels 86 configuring 77, 104
Audio Analysis 44 Cisco Unified Contact Center Enterprise 553
audio parameters CLS configuration parameters
defining for recording channels 85, 110 Call Server 762
guidelines for defining 92, 114 CLS monitor 760
audio recording channels DB Server 767
see recording channels Dispatch 762
Audit Trail database 44 General 770
automatic deletion Log 766
defining 75, 103 RCM 771
Index 797

Recording Decisions 769 deleting a definition 63
SNMP Agent 762 modifying a definition 63
TRS (Basic Recordings) 758 SQL security 58, 60
CLS monitor databases
CLS configuration parameters 760 defining 44
CLS servers defining Administration 55
configuration 178 defining Interactions 50
defining 167 indexes 54
deleting definitions 182 nice_as_my_universe 432
integrating with a switch 171 nice_as_text_analysis 432
modifying definitions 182 datalines, System Administrator 79
overview in System Administrator 165 DB Server
reporting levels 173 CLS configuration parameters 767
workflow for setting up 166 Default Email Address 366
Cluster default survey
configuration parameters 175 defining 556, 587
defining 168 Device Number 189
cluster Dial Plan
monitoring 684 defining 535
coaching packages, defining links 367 overview 533
columns Resources 542
activating and deactivating 57 Dispatch
creating alias names 53 CLS configuration parameters 762
using alias names 55 domains
compact view, Player 380 installing 416
compression linking databases 418
setting for recording channels 85, 110 overview 430
table of types and ratios 93, 114 DTMF detection, System Administrator
continuous playback 380 defining 76
CoPabx 189 described 72
DTMF for ROD
D setting for recording channels 110
Dashboard nugget DTMF for ROD, System Administrator
configuring in System Administrator 402 defining 75
data columns, see columns described 71
Data Mart 363 setting for recording channels 85
architecture for multi Data Hub 411 dynamic channel mapping
architecture for single Data Hub 410 limitations 193
customizing 409 dynamic mapping
defining 414 defined 189
domain overview 430
installing 413 E
installing domains 416 email
linking to databases 418 error and warning messages 366
monitoring SQL jobs 427 sender address 366
overview 408 Email for Error Reporting 366
properties 420 Email Last Calls service
workflow 413 configuring for IP Phones 384
data mart EMC Centera server 652, 655
recreating links 61 encryption
database servers encryption keys 44
defining 44, 47 Encryption key database
Index 798

overview 44 configuring for IP Phones 384
ESM device, Storage Center licenses
defining 652 new 33
expanded view, Player 380 permanent 34
extension temporary 34
workflow 195 licenses, System Administrator
from a file 42
F limitations 192
Feedback link attachments, location 367
deleting a definition 532, 612, 627 locate settings for Storage Center 369
modifying a definition 530, 605 Log
Feedback, System Administrator CLS configuration parameters 766
default survey 587 Log levels, specifying for services 367
general parameters 555 loggers
see also recording channels
G automatic deletion 75, 103
gain control, System Administrator configuring channels 77, 104
guidelines for setting 93 defining NiceLog loggers 71, 100
setting for recording channels 85 defining session parameters 75, 103
General deleting a definition 98, 117, 142
CLS configuration parameters 770 integrating with CLS 80, 105, 120
integrating with NMS 80, 105, 120
H mapping recording channels 81, 106
host addresses, System Administrator 362, 365 modifying a definition 98, 117, 141
HTTP ports, using 362, 365 spare logger 96, 115
loggers, System Administrator
I configuring trunks 76
indexing reserved columns 54 connecting logger trunks 79
Inserter Support DTMF detection 76
Active VoIP Devices 199 DTMF for ROD 75
explained 190 Playback Unit loggers 95
extension-side recording 195 setting up selective recording 78
limitations 192 SpeechQu loggers 95
Passive VoIP Devices 198 login
trunk-side recording 197 nice password 60
turrets 197 nice sa password 58
Interaction Capture Unit, System Administrator
defining 95 M
Interaction database Manual Transfer 583
overview 44 mapping channels, see channel mapping
Interaction database, System Administrator Media Library
defining 50 overview 667
switch, see Interface MGC, see gain control
IP Phones Minimum Survey Weight 555
configuring 384 multiple archiving, Storage Center
enabling 637
K My Schedule nugget
Key Storage Manager application 44 configuring in System Administrator 402
keys for licenses 33
N
L N+1
Last Calls Playback service adding loggers 150
Index 799

defining a chain 146 NiceScreen loggers, System Administrator
deleting a chain 152 defining 137
guidelines 145 NMS
managing 150 configuring an NMS server in System
overview 144 Administrator 683
removing loggers 151 deleting definition 687
states of a spare logger 149 modifying configuration 687
updating logger definitions 150 NPlusOne, see N+1
Netapp Snaplock server 657
Netapp, Storage Center O
defining 657 optional fields, see business data
network management system, see NMS optional ID 554
NICE Interactions Center
configuring the CLS Server 165 P
mapping channels 183 passive VoIP device
NICE KSM application 44 workflow 198
NICE Perform applications, see applications passive VoIP gateway
NICE Perform System Administrator 361 workflow 199
nice_admin database password
description 44 SQL server 58, 60
nice_as_kpi database 432 permanent license 34
description 44 Playback Server 44
nice_as_my_universe database 432 Playback Server database
description 44 overview 44
nice_as_text_analysis database 432 PlaybackUnit loggers, System Administrator
description 44 see also loggers
nice_audit database defining 95
description 44 Player
nice_ca database automatic start 380
description 44 continuous playback 380
nice_crypto database displaying on top 380
description 44 multiple instances 379
nice_cti_analysis database overview 378
description 44 restoring global settings 382
nice_dw database screen activity area 380
description 44 Screen Content Analysis objects 380
nice_ib database selecting a view 380
description 44 setting defaults 378
nice_interactions database skip silences 380
description 44 sound waves 379
nice_pbs database ports
description 44 assigning the prompt recorder 578
nice_qa database modifying definitions 590
description 44 playing a survey 580
nice_reporter database TCP or HTTP 362, 365
description 45 verifying extensions 589
nice_rule database pre- post-alarm, System Administrator setting 86
description 44 predefined selective recording
nice_screen_sense database setting up 78
description 45 prompts
nice_storage_center database recording 578
description 45
Index 800

Q S
queries Scheduled Reports
increasing speed, System Administrator 754 defining maximum displayed reports 366
query by participants 388, 395, 396 Scorecard nugget
configuring in System Administrator 402
R screen activity area, Player 380
RCM Screen Logger
CLS configuration parameters 771 limitations 194
Record On Demand (ROD) service workflow 196
configuring for IP Phones 384 selective recording
recording channels defining in CLS 167
see also loggers selective recording, System Administrator
defining activity detection 84 datalines 79
defining activity statistics 109 setting up 78
mapping 81, 106 summed audio 79
setting audio alarms 86 timeslots 79
setting compression 110 serial numbers 33
setting DTMF for ROD 110 session creation, System Administrator
setting up audio activity 84, 109 guidelines for setting 92
recording channels, System Administrator setting for recording channels 85
defining activity statistics 84 session parameters
enabling warning tones 86 defining 75, 103
setting compression 85 described 71, 100
setting DTMF for ROD 85 SNMP Agent
setting gain control 85 CLS configuration parameters 762
setting pre and post alarms 86 SNMP management tool, see NMS
setting session creation 85 sound waves, Player 379
Recording Decisions spare logger, see N+1
CLS configuration parameters 769 Specific Survey 587
recording prompts SQL jobs
test survey 578 Data Marts 427
recording type 188 defining schedules 435
recreating links 61 SQL security, System Administrator 58, 60
registry SQL servers, see database servers
CLS server parameters 178 static mapping
Reporter 363 defined 189
reports Storage Center
defining levels 173 setting locate settings
Scheduled Reports component 366 Locations 369
reserved columns Storage Center database
creating 50 overview 45
indexing 54 Storage Center, System Administrator
reserved columns, System Administrator archiving behavior 640
using for business data 31 defining a Storage Center Server 630, 635
retention value, Storage Center defining an ESM 652
defining 639 defining storage groups 639
retrieval, System Administrator defining storage units 644
see PlaybackUnit loggers deleting a component 662
ROD, System Administrator, see DTMF for ROD enabling multiple archiving 637
Rule Engine database 44 modifying parameters 660
Rules Manager 44 workflow 634
Rx input 189 storage groups, Storage Center
Index 801

defining 639, 641 testing 89
viewing 651 timeslots, System Administrator 79
storage types, Storage Center tones, see warning tones
directory per day 644 total recording
multiple directories 644 defining in CLS 167
storage units, Storage Center TotalView
archiving 640 configuring in System Administrator 402
defining 644, 645 TRS (Basic Recordings) 180
storage types 644 CLS configuration parameters 758
summed audio, System Administrator 79 TRS, see Inserter Support
summed input 189 trunk
survey workflow 197
playing 580 trunks, System Administrator
Survey Upload Data 587 configuring 76
Survey Upload Type 587 connecting 79
switches TSM, Storage Center
adding a CLS server 171 defining 655
System Administrator turret
adding and modifying components 30 workflow 197
changing host computers 755 Tx input 189
database configuration 44
defining loggers 69, 99, 135 U
defining Telephony Services server 606, UCID 553, 554
617 Unique Device ID 189
enabling warning tones 754 unsummed input 189
license files 42 update configuration 201
opening 23 user defined fields, System Administrator 50
overview 22
V
T voice comments, retention 557
Tag Current Call service VOX driver limitations 192
configuring for IP Phones 384
TCP ports, using 362, 365 W
technician mode 30 warning tones, System Administrator
Telephony Services server enabling for recording channels 86, 754
configuring 509 workflow
defining 606, 617 active VoIP device 199
deleting a definition 532, 612, 627 active VoIP gateway 200
dial plans 533 business data, System Administrator 31
modifying a definition 530, 605 channel mapping 195
temporary license 34 Data Mart 413
test survey defining a Storage Center 634
listening to 580 defining loggers 71, 100
recording prompts 578 passive VoIP device 198
Test tones, System Administrator, setting 76 passive VoIP gateway 199
threshold, activity detection screen 196
energy table 90 setting up a CLS server 166
guidelines 89 trunk 197
setting 84 turret 197
Index 802

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For more information about NICE, visit www.nice.com

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Introducing the System Administrator ......................................................................... 22

Chapter 1: System Administrator Overview 21

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Introducing the System Administrator

Chapter 1: System Administrator Overview 22

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Navigating the System Administrator

To open the System Administrator:

The System Administrator appears.

Components Pane Details Pane

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NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Chapter 1: System Administrator Overview 24

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Receiving a System Summary

Summary pages provide the following information:

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NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Refreshing the Summary Page

To refresh the Summary page:

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NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Understanding Summary Page Views

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Chapter 1: System Administrator Overview 28

NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Servers View Tab

Components View Tab

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NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Adding and Modifying Components in the System

To activate technician mode:

To turn off technician mode:

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NICE Perform ® Release 3.2: System Administrator’s Guide (Rev. A4)

Using Business Data Fields

To use Business Data fields:

Chapter 1: System Administrator Overview 31