NICE Trading Recording 6.6 - Alarms Guide (B)

NICE Trading Recording
NICE Trading Recording
ALARMS GUIDE
NICE Trading Recording version: 6.6
Version: 6.6
Date: 30 September 2015
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This manual created by NICE Systems B.V., Alkmaar, The Netherlands

Table of Contents
CONTENTS
1: Introduction 5
About this Manual 5
Intended Audience 5
Reference Manuals 6
NICE Trading Recording Manuals 6
Conventions and Symbols 7
Safety 8
General Safety Rules 8
Safety Precautions 8
ESD Precautions 8
2: Alarms 9
Categories of Error Messages 10
Type of Message 10
Severity Class 10
Controller Service 10
Error Messages 11
00xx - Parrot-DSC: API and Card (Recording Service) 12
10xx - Server Transfer (Database Interface Client) 19
20xx - Satellite → Server Receive (Database Interface Server) 25
30xx - Miscellaneous (Controller Service) 29
4xxx-5006 - Archiving 31
6xxx – Fusion 39
61xx – Communication Surveillance 43
800x - CTI/CDR Processor Service 48
87xx - CTI Receiver 57
88xx - Active IP CTI-Based Recording 58
89xx - Service Monitor 75
94xx - Screen Recording 78
95xx - Satellite Controller 78
NICE Trading Recording 6.6 -3-

ALARMS GUIDE 30 September 2015
Table of Contents
11xxx - Resilience 80
GUI Messages 96
3: Contact Information 99
FAQs 99
Contact Information 99

1
Introduction
1:
About this Manual
This document contains an overview of the error messages of NICE Trading Recording 6.6 and its
integrations and applications. For each error message you find a description of the impact of the error
situation on recording, possible causes of the error, and the actions NICE recommends to be taken to
eliminate the error.
This manual can also be used with older versions of NICE Trading Recording.
Alarms that are specific for a NICE/vendor integration can be found in the corresponding Integration
Manual.
Intended Audience
This manual is intended for personnel responsible for installing, maintaining and troubleshooting of NICE
Trading Recording systems, its integrations and applications.
Such an engineer must be certified, and have successfully completed the following NICE training courses:
NICE Trading Recording eXpress Fundamentals
NICE Trading Recording Advanced
or have equivalent education/experience.
It is assumed that the user of this manual has knowledge about the following:
NICE Trading Recording version 6.6
NICE CTI or CDR Integrations
Active CTI IP Recording
Windows 2008R2 / 2012
Basic IT and network management
All preparations and adjustments on third party (vendor, partner) components must be done by engineers
who are qualified by that third party.

1: Introduction
Reference Manuals
Reference Manuals
The descriptions in the overview refer to the following manuals for detailed instructions.
NICE Trading Recording Manuals

Consult the following manuals for details about the installation and use of NICE Trading Recording version
6.x.
Manual Contents
NICE Trading Recording 6.6 - Installation and configuration procedures of NICE Recording
Installation Manual software
NICE Trading Recording 6.6 - User System configuration information for the system administrator
Manual
NICE Trading Recording 6.6 - System maintenance information, VoIP installation
Maintenance Manual
NICE Trading Recording 6.6 - Operating system hardening options and policies: details of
Hardening Manual antivirus software, firewalls, and security
NICE Trading Recording 6.6 - Alarms Overview of error messages: impact of the error, possible
Guide causes, recommended actions
Certified Servers Guide - NICE Details on hardware and software requirements, workstation
Recording (NTR) - July 2015 requirements, configuration types, etc.
Table 1-1: NICE Trading Recording Manuals
NOTE: The manuals mentioned in this table are updated to the latest release of the NICE Trading
Recording software. The release version is indicated on the manual’s front page
When applying Resilience/Redundancy, consult following manuals:
Manual Contents
Core Server Redundancy 2.6 - Installation Manual Installation and configuration of an integration
provided with an active and a standby Core Server
NICE CTI Server Resilience Manual v2.0 Working principle, installation and configuration of
CTI Server Resilience
Table 1-2: NICE Resilience Manuals
NOTE: Consult the NICE Trading Recording Software CD or go to the website Extranice Portal >
Product Documentation (login required) for the latest NICE manual versions.

1: Introduction
Conventions and Symbols
Conventions and Symbols

The following guidelines apply to this manual:
The name ‘Monitor Tool’ is a shorter name for ‘CT Recording Solutions Monitor’.
The name ‘Programmer’ is a shorter name for ‘Parrot DSC API Flash Programmer’.
You will see the following symbols in this manual:
Important! - for system-critical information
NOTE: - a general remark or reference to another document
TIP: - a reference to other useful information
The ESD symbol indicates when ESD precautions must be taken

1: Introduction
Safety
Safety
This section describes the general safety rules and specific safety and ESD precautions to be taken into
account.
General Safety Rules

Primarily, it is important to adhere to the regulations as dictated by the local authorities or company
standards.
Because the hardware components are supplied by NICE and one or more third parties, refer to the
respective installation manual(s) for specific safety and security guidelines when installing the individual
components.
Safety Precautions
Installation of NICE (Trading) Recording and its integrations is a specialist job. Only properly trained
personnel are allowed to perform the tasks related to it.
When installing hardware, be sure that you are aware of the hazards involved. Never work on “live”
equipment of which the housing or panels have been removed.
Cabinet keys must be kept in a safe place, and be handed over for use to authorized installation or service
personnel only.
Use only the suitable tools to perform a task.
ESD Precautions
All ICs and many other electronic components are susceptible to electrostatic discharges (ESD). ESD can
cause instant failures, but can also drastically limit the life span of the affected part and cause
unexplainable behavior of the equipment.
When handling printed circuit boards always take the following preventive measures:
Keep printed circuit boards as long as possible in their protective bags.
Use an anti-ESD bracelet where required. The ESD symbol in this manual indicates when
ESD-protective measures are required.
Important! Procedures described in this manual must be carried out by trained staff to
prevent system damage

2
Alarms
2:
In this overview alarms are sorted by component, and listed by their numbers.
Following subjects are described:
Categories of Error Messages
Type of Message
Severity Class
Controller Service
Error Messages
This section contains a listing of error messages per component.

2: Alarms

You can find the Overview of all current alarms (error messages) in the NTR Web GUI, tabs system status
> alarm status.
Type of Message
Classification of error messages of NICE Trading Recording 6.6 according to type:
An Alarm raises an SNMP trap and generates an email. Additionally an audio alarm (beep) is
sounding and alarm relay card contacts, if available in the recording system, are closed. When an
alarm message appears in the alarm status tab, you must take action.
NOTE: In Fusion this type of message is called ‘Fatal’.
An Error raises an SNMP trap and generates an email. When an error message appears in the
alarm status tab, you must take action.
A Warning raises an SNMP trap and generates an email. When a warning message appears in the
alarm status tab, you have to check the severity level and the description. Based on this
information you can decide if you have to take immediate action.
A Message raises an SNMP trap and generates an email. A message appears in the alarm status
tab for information only, and you do not have to take action.
NOTE: In Fusion this type of message does not occur.
Severity Class
Classification of error messages of NICE Trading Recording6.6 according to severity.
1 - Critical situation, take immediate action
2 - Less critical situation, investigate
3 - Status or information message
4 - For information only, no action required
In the tables below, the severity classes are shown in red font at the end of the first line.
Controller Service
The “CyberTech” Controller Service is responsible for the following actions:
1. Sending SNMP Keep Alive Traps
2. Alarming of unexpected service stop for all “CyberTech” services that start up automatically (‘Auto’).
3. Automatic restart of unexpectedly stopped services after 10 seconds.
If the “CyberTech” Controller Service has stopped, no service stop alarm is generated. SNMP Keep-Alive
messages are no longer sent. Therefore, Controller Service stops can only be detected on the basis of
missing Keep-Alive messages.
NICE Trading Recording 6.6 - 10 -

2: Alarms
Error Messages
Error Messages
All error messages are sorted by number, and listed per component:
00xx - Parrot-DSC: API and Card (Recording Service) on the next page
10xx - Server Transfer (Database Interface Client) on page 19
20xx - Satellite → Server Receive (Database Interface Server) on page 25
30xx - Miscellaneous (Controller Service) on page 29
4xxx-5006 - Archiving on page 31
6xxx – Fusion on page 39
61xx – Communication Surveillance on page 43
800x - CTI/CDR Processor Service on page 48
87xx - CTI Receiver on page 57
88xx - Active IP CTI-Based Recording on page 58
89xx - Service Monitor on page 75
94xx - Screen Recording on page 78
95xx - Satellite Controller on page 78
11xxx - Resilience on page 80
GUI Messages on page 96

2: Alarms
00xx - Parrot-DSC: API and Card (Recording Service)

0001 Alarm DSC server not running. 1
Description DSC service stopped.
NOTE: recording systems version 5.2 and lower report this alarm
instead of alarm 3007.
Impact No recording.
Possible Cause DSC service has stopped (in a controlled manner) by human intervention, or
by a reboot of the recorder (satellite/Core with channels).
Recommended The Controller Service will automatically re-start the DSC service, and the
Action alarm will be cleared. No further action to be taken.
0002 Alarm Internal Error (DSC-thread stopped). 1
Description DSC service unavailable.
The connection between recording service and DSC service is tested every
minute. When the connection is restored, the system clears the alarm.
Possible Cause A. The DSC service is too busy to respond.
B. The DSC service has unexpectedly stopped due to an application error.
Recommended A. Restart the DSC service. Check if the system’s capacity matches the
Action requirements.
B. Check the Windows event log for application errors. If so, contact the
NICE Support Center with this information.
0003 Alarm DSC-module error: <ErrorId> <ErrorText> 1
Description Parrot API error (DSC-service, Parrot-DSC card, PrtVoip dll).
This message can have following ‘error text’:
parrot_initializeEx2 failed, error: <ErrorId> <ErrorText>
parrot_SetCallBack_StartStopEx failed, error: <ErrorId> <ErrorText>
parrot_SetCallBack_StartStop failed, error: <ErrorId> <ErrorText>
parrot_SetCallBack_Miscellaneous failed, error: <ErrorId>
<ErrorText>
parrot_SetCallBack_AudioEx failed, <ErrorId> <ErrorText>
parrot_SetCallBack_Audio failed, error: <ErrorId> <ErrorText>
Impact Possible recording problem.

2: Alarms
Possible Cause Most common causes:

DSC Service failed
Parrot-DSC card failed
VoIP DLL failed
VoIP support incorrectly installed
Board not installed
Parrot-DSC card driver not installed
Recommended 1. Reboot the system:
Action Shut down the system.
Disconnect the power supply for approx. 1 minute.
Start up the system again.
2. Check VoIP installation
Parrot.ini
Completeness of firmware set (PrtVoipx.dll, PrtDCMP.dll must
be installed)
3. Check Parrot-DSC card installation
Has the driver been correctly installed?
If the problem persists, contact the NICE Support Center.
0004 Alarm Error in compression-module code: <Windows file error>. 1
Description Parrot API compression error. Not able to write compressed file to disk.
Impact At least one recording is lost.
Possible Cause A. Audio location reached full level.
B. File location is locked.
C. Invalid access rights to file location.
D. Connection between satellite and Core Server has been lost for a longer
period. The satellite buffers all recordings locally.
Recommended A. Delete files to free up space. Check if the system’s capacity matches
Action the requirements.
B. Check antivirus settings. The audio location must be excluded.
C. Verify with the system manager if the rights are set correctly.
D. Restore connection. Check (in this sequence):
1. Physical connection (cable)
2. Network configuration. Ping the Core Server from the satellite, and
vice versa (if possible).
3. Firewall settings of Core Server and satellite: port numbers 6003
(audio transfer) and 3306 (database)

2: Alarms
0005 Alarm Can’t create dat1-files in tmp-directory.

Description Not able to write call start event to disk.
Impact At least one recording misses call information.
D. Connection between satellite and Core server has been lost for a longer
Recommended A. Delete files to free up space.
Action Check if the system’s capacity matches the requirements.
B. Check antivirus settings. The audio location should be excluded.
0006 Alarm Can’t create dat3-files in tmp-directory. 2
Description Not able to write call information to disk.
Impact At least one recording misses call information.
D. Connection between satellite and Core Server has been lost for a longer
Recommended A. Delete files to free up space.
B. Check antivirus settings. The audio location should be excluded.

2: Alarms
0007 Alarm Hardware failure: <hardware error code>. 1

Description Parrot API detected a hardware failure in one of the Parrot-DSC cards.
Note: NICE Trading Recording R5.2 and lower report this alarm instead of
alarm 3008.
Impact Depending on error.
Possible Cause Depending on error.
Recommended Refer to Parrot API Reference Manual.
Action
If necessary, make a note of the error code and contact the NICE Support
Center.
0008 Alarm Board not valid. 1
Description The system detected a Parrot-DSC card without the appropriate NICE
Trading Recording license.
Impact The recording system does not start up.
Possible Cause A. License only valid for an older version of NICE Trading Recording.
B. No license at all.
Recommended A. Install the appropriate recording system version
Action
B. Contact the NICE Support Center to obtain a valid license for the
required recording system version.
0009 Warning VoIP codec license Exceeded: <Licensed number of concurrent codec 3
channels, codec channels in use>.
Description The number of requested VoIP channels using a VoIP compression codec
like G.729a, exceeds the licensed number.
Impact The channels exceeding the licensed number of the specific codec are not
recording.
Possible Cause Insufficient number of licensed channels for a specific codec type.
Recommended Re-configure the PBX to match the licensed codec types.
Action Contact the NICE Support Center to obtain a valid license for the
required number of channels for the specific codec type.
0010 Warning VoIP concurrent license Exceeded: <Licensed number of concurrent 4
channels, channels currently in use>.
Description More concurrent VoIP channels than the licensed number are active.
Impact The channels exceeding the number of concurrent channels that are
licensed, are not recording.
Possible Cause A. License with insufficient number of channels.
B. Channel reservations are not released by the CTI integration, while there
are no calls in progress on these channels.

2: Alarms
Recommended A. Contact the NICE Support Center to obtain a valid license for the
Action required number of channels.
B. Open the Monitor Tool on the specific satellite/Core with channels.
Verify if the number of channels in recording (red boxes) matches the
licensed number of concurrent channels.
If not, contact the NICE Support Center.
0011 Warning VoIP channels warning threshold reached. Voip channels warning 3
threshold reached for codec: <codec number> Maximum channels:
<licensed number of channels>
Description 80% of the number of licensed VoIP channels active, using a VoIP
compression codec like G.729a.
The warning level percentage is configurable in the PrtVOIP0.ini file.
Impact No recording for this codec in the near future, when maximum number of
codec channels is reached.
Possible Cause Insufficient amount of channels in use for this codec.
Recommended Verify if codec licenses are still sufficient for the customer’s requirements. If
Action not, contact the NICE Support Center.
0012 Warning VoIP concurrent-license warning threshold reached. Voip concurrent- 3
license warning threshold reached, in use: <number of channels in
use> Maximum channels: <Licensed number of channels>.
Description 80% of the number of concurrent licensed VoIP channels active, using a
VoIP compression codec like G.729a.
The warning level is configurable in the PrtVOIP0.ini file.
Impact No recording for this codec in the near future, when maximum number of
channels is reached.
Possible Cause Insufficient amount of channels in use.
Recommended Verify if codec licenses are still sufficient for the customer’s requirements. If
Action not, contact the NICE Support Center.

2: Alarms
0013 Warning VoIP unsupported codec: <VoIP codec type>. 3

Description Non-licensed codec type detected.
VoIP Codec types:
00 = PCMU (G711) (supported)
02 = G.721 (not supported)
03 = GSM 6.10 (not supported)
04 = G.723.1 (support licensed)
08 = PCMA (G711) (supported)
09 = G.722 (support licensed)
15 = G.728 (not supported)
18 = G.729a (support licensed)
19 = G.729b (support licensed)
(G.729b comfort noise support only)
Impact Calls using this codec type are not recorded.
Possible Cause A. Incorrect license
B. Non-licensed codec settings in PBX
Recommended Verify the available licensed codec types. Depending on the outcome:
Action
A. Contact the NICE Support Center to obtain a valid license for the
specific codec type.
B. Re-configure the PBX to match the licensed codec types
0014 Alarm VoIP license killed. 1
Description VoIP license communication with Parrot-DSC card has been cut off.
License is no longer available.
Impact All VoIP channels are disabled. All VoIP recording stops.
Possible Cause Failing Parrot-DSC card
Failing DSC Service
Recommended A. Shut down the system.
Action
B. Disconnect the power supply for approx. 1 minute.
C. Start up the system again.
0015 Alarm No audio callbacks received on channel: <n>. 1
Description While this channel is in recording, it has not received audio for 30 seconds.
Internal error: Recording service does not receive audio from one of the
boards, while start event has been detected.
Impact No recording on this channel

2: Alarms
Possible Cause Failing board (VoIP or Parrot-DSC card)

Failing DSC Service
Recommended Reboot the system as follows:
Action
1. Shut down the system
2. Disconnect the power supply for approx. 1 minute
3. Start up the system again
0016 Alarm No audio received for VoIP recording channel <n>. 1
Description This alarm occurs on VoIP channels only. There has been a call start on this
channel, but it did not receive audio for 30 seconds.
Impact Calls recorded on this channel do not contain any audio.
Possible Cause A. Firewall settings of the satellite
B. Passive IP Recording:
If more switches are available: recording system is not
connected to the span port of the switch where the phone sets
live.
The span port of the switch is incorrectly configured, and does
not span the audio
Recommended A. Check firewall settings:
Action Active IP recording: port numbers 10002 – 11001.
Passive IP recording: use audio port number ranges from
PrtVoipx.ini file(s)
B. Contact the network administrator to verify the settings
0020 Error Audio recorded during SRST scenario 1
Description This audio file was recorded while the SRST scenario was taking place
(integration specific).
Impact Calls do not have additional metadata.
Possible Cause Network connection lost.
Recommended Check and restore network connectivity.
Action

2: Alarms
10xx - Server Transfer (Database Interface Client)

1001 Alarm Unable to connect to filecopy server. 2
Description The satellite is unable to connect to the Core Server.
With each new recorded call, the connection is re-checked. When the
connection is restored, the alarm is cleared by the system.
All calls that were not transferred due to this problem are automatically re-
transferred later.
Impact The recordings are buffered on the satellite and calls are not visible in the
Web GUI.
Possible Cause Failing TCP/IP connection between the Core Server and the network.
Incorrect configuration of Core Server connection on satellite
Recommended Check (in this sequence):
Action
2. Network configuration, by pinging the satellite from the Core Server, and
vice versa
3. Firewall settings of Core Server and satellite.
4. 'Database Interface Server service' on Core Server is running.
5. In the Monitor Tool on the satellite (menu File > Settings), verify the IP
address of the Core Server.
1002 Alarm Unable to send file. 2
Description The satellite is unable to transfer a recorded call to Core Server.
transfer is successful, the alarm is cleared by the system.
All calls that were not transferred due to this problem are automatically
re-transferred later.
Impact The recordings are buffered on the satellite and calls are not visible in Web
GUI.
Possible Cause Insufficient network capacity
The Core Server is temporarily unavailable.
Recommended Wait for about one hour to see if the problem persists. If so, contact the
Action NICE Support Center.

2: Alarms
1003 Alarm Database connection error: <Satellite ID>. 2

Description The satellite is unable to connect to the Core Server database.
Web GUI.
Incorrect configuration of Core Server connection on satellite.
Action
vice versa
4. MySQL database service on Core Server
5. MySQL database configuration: max. number of connected clients has
been reached (check my.ini). Contact the NICE Support Center with
this information.
1004 Alarm Database query error: <Database query>. 2
Description Unable to execute specified action on Core Server database.
Impact The recording is buffered on the satellite and the call is not visible in Web
GUI.
Possible Cause Attempt to connect incompatible Core Server and satellite systems.
Incorrect configuration of extra metadata fields.
Recommended Check if the Core Server is compatible.
Action
Check if all needed extra fields are configured in the Web GUI (see
Integration Manuals).
1005 Alarm Recorder does not exist in database. 2
Description One of the satellites was not able to connect to the Core Server. Its ID is not
available in the recorder list.
Web GUI.
Possible Cause This satellite is not yet registered in the recording system.

2: Alarms
Recommended Register satellite in the Web GUI (tabs system installation > settings per
Action recorder > Add button).
See NICE Trading Recording 6.6 - Installation Manual.
1006 Alarm Exception in creating database-module 2
Description Database
Web GUI.
Possible Cause At the start-up of the recording system, a number of database activities
failed.
Recommended Restart 'DBI Client service'.
Action
1007 Alarm Incompatible versions Satellite and Server components. 1
Description The installed recording system versions (including Feature Packs and
Service Packs), must be the same on all satellites and the Core Server.
Web GUI.
Possible Cause The installed recording system versions (including Feature Packs and
Service Packs), are not the same on the different systems.
Recommended Make sure all satellites and the Core Server of the recording system are
Action updated to the same version of NICE Trading Recording.
1008 Warning Call recovered for this system 2
Description Recording of a call was interrupted. After that, the system has been brought
back on line. The interrupted call has been processed.
Impact The call has been recorded until the interruption took place, and is added to
the database with ‘recovered’ as number information. However, not all call
details are available (depending on the integration type).
Possible Cause Power failure of satellite while call recording is in progress.
The recording service unexpectedly stopped while call recording is in
progress.
The call recording was not updated during one hour (no stop event was
detected).
Recommended Check Windows event log to determine if power failure occurred.
Action
If so, no further action is required (the satellite has already been re-
commissioned).

2: Alarms
1009 Warning No metadata found for call <channel, start, stop, file> 2
Description A recording is detected which does not contain extra metadata, while the
extrafields.ini implies there should be extra metadata.
NOTE: This warning uses the channel number as subcode. For this
reason, successive alarms on the same channel will not be visible
before warning 1009 on the channel has been cleared by the user.
Impact The call is stored with the available basic metadata only.
Possible Cause A. Combined integrations on one satellite; one of them does not support
extra metadata.
B. Incorrect configuration.
C. No extra metadata was available for this call.
D. Integration did not detect the extra metadata.
Recommended A. Ignore warning. No further action to be taken.
Action
B. Check if the Extrafields.ini file is configured according to the
Integration Manual.
C. Ignore warning. No further action to be taken.
D. Try to reproduce the call scenario. Retrieve logs and traces with a clear
description of the call scenario and the expected metadata. Contact the
NICE Support Center with this information.
1010 Warning Locked file(s) found. Please verify for processes (virus scanner) 2
locking the file(s). Restart DBI Client service after fixing the error. See
also manual.
Description Recording files found that could not be processed because they were locked
by another process on the recorder.
Impact The recorder does not perform up to specifications when its files are locked
continuously.
Possible Cause The antivirus software locks the files.
Recommended Add an exclusion of the recording buffer in the virus scanner. Then restart
Action the 'DBI Client service'.
For further details,see NICE Trading Recording 6.6 - Hardening Manual.
1011 Alarm Channel <Channel ID> too long Inactive. 2
Description Inactivity alarm for channel occurs.
The alarm is automatically cleared as soon as the channel becomes active.
The alarm can also be manually cleared on the alarm status page.
Impact
Possible Cause N.A.
Recommended Check why calls on this channel exceed the channel inactivity period that
Action you specified.

2: Alarms
1012 Alarm Channel <Channel ID> too long Active. 2

Description Activity alarm for channel occurs.
Alarm is automatically cleared as soon as channel becomes inactive. The
alarm can also be manually cleared on the alarm status page.
Impact
Possible Cause N.A.
Recommended Check why calls on this channel exceed the channel activity period that you
Action specified.
1013 Warning Channel <Channel ID> out sync. 2
Description The channel sync alarm (for channel x) indicates a problem in detecting the
recorded phone or PBX by a digital recording card.
The alarm is automatically cleared as soon as the channel reaches the sync
state. The alarm can also be manually cleared on the alarm status page.
Impact
Possible Cause Wiring problem
Distortion from an external source
Recommended Check the connection between the recording card and the phone or PBX.
Action
1014 Alarm Only VOX records found on channel <x> 1
Description Channel has only voice data and no call information.
Impact
Possible Cause Connection with CDR Server lost.
Recommended Check the connection with the CDR server.
Action
1015 Alarm Only CDR records found on channel <x> 1
Description Channel has only call information and no voice data.
Impact
Possible Cause A. Connection with the satellite lost.
B. Services on satellite not running.
Recommended A. Check the connection with the satellite.
Action
B. Check if satellite services are running.
1016 Alarm DSC server not running. 1
Description Parrot API stopped. Restart the DSC service.
NOTE: NICE Trading Recording R5.3 and higher recording systems
report this alarm instead of alarm 0001.

2: Alarms
Possible Cause Incorrect Parrot API configuration.

Recommended 1. Close all the running Parrot API tools (Maintenance Tool, License
Action tool, Demo tool).
2. Start the Monitor Tool and stop all services including the DSC-service.
Start all the services again.
3. If this error still occurs, check the Parrot API configuration according to
the NICE Trading Recording 6.6 - Maintenance Manual.
1017 Alarm Hardware failure: <hardware error code>. 1
Description The Parrot API detected a hardware failure in one of the Parrot-DSC cards.
NOTE: NICE Trading Recording R5.3 and higher recording systems
report this alarm instead of alarm 0007.
Impact
Possible Cause Parrot-DSC card hardware failure.
Recommended 1. Shut down the core server or satellite that contains the failing DSC card.
Action
2. Switch off the power supply for about a minute
3. Start the system again.
If this problem persists, replace the Parrot-DSC card.
1018 Alarm No voice recorded for <N> times on channel <x> 1
Description Each recording has a calculated voice value between 0-100 (0 is low). This
value indicates how much speech the recording contains. This alarm occurs
if the voice value is below the defined threshold for a (defined) number of
consecutive calls. Consecutive calls are counted on a per channel basis.
The alarm is cleared as soon as a call with a voice value above the threshold
is being recorded.
Impact Recordings with unintelligible speech.
Possible Cause 1. Misconfiguration on the PBX side (with active recording interface)
2. SRTP key mismatch
3. Bad trunk connection
4. Conferencing fail (active recording integrations)
5. PBX card failure
Recommended Check the configuration of the PBX and the hardware on the basis of the
Action possible causes.

2: Alarms
20xx - Satellite → Server Receive (Database Interface Server)

2001 Warning Hard disk <Location> <% Free> % free. 3
Description Audio location reached “Warning” level percentage.
Impact Recording continues until the full level percentage is reached.
Possible Cause See description.
Recommended Delete files to free up space. Check if the system’s capacity
Action matches the requirements.
Increase the “Warning” level percentage using the Web GUI (tab
system installation > settings per recorder).
Check content rules (for archiving configuration) and adjust if
necessary.
2002 Alarm Hard disk <Location> <% Free > % free. RECORDING STOPPED. 1
Description Audio location reached full level percentage. The recorder has been
configured (by user) to stop recording when reaching this level (“Stop
recording” mode)
Recommended Delete files to free up space.
Increase the “Disk marked full” percentage using the Web GUI
(tabs system installation > settings per recorder).
Switch ‘Disk full’ error handling to “FIFO-mode”.
necessary.
2003 Alarm Database connection error <Satellite ID>. 2
With each new recorded call, the database connection is re-checked. When
the database connection is restored, the alarm is cleared by the system.
transferred later.
Web GUI.
Possible Cause A. Failing TCP/IP connection between the Core Server and the network.
B. Incorrect configuration of Core Server connection on satellite.

2: Alarms
Recommended A. Check (in this sequence):

Action
2. Network configuration, by pinging the Core Server from the satellite,
and vice versa
3. Firewall settings of satellite and Core Server.
5. MySQL database configuration: max. number of connected clients
has been reached (check my.ini). Contact the NICE Support Center
with this information
B. In the Monitor Tool on the satellite (menu File > Settings), verify the IP
2004 Alarm Create Directories error: <folder to be created>. 1
Description Unable to create audio folder on Core Server.
With each new recorded call this is retried.
Impact The recordings are buffered on the satellite and calls are not visible in Web
GUI.
Possible Cause Invalid access rights to the audio folder on the audio location.
Recommended Verify with the system manager if the rights are set correctly.
Action
2005 Alarm Receive file error: <Satellite ID> 2
Description The satellite is unable to transfer a recorded call to the Core Server.
With each new recorded call, file transfer is checked. When the file transfer
is successful, the alarm is cleared by the system.
transferred later.
Impact The recording is buffered on the satellite and the call is not visible in the Web
GUI.
Possible Cause A. Insufficient network capacity
B. The Core Server is temporarily unavailable.
Recommended Wait for about one hour to see if the problem persists. If so, contact the
Action NICE Support Center.
2006 Warning Hard disk: <Location> <% Free > % free. Deleting first calls. 1
Description Audio location reached “Disk marked full” percentage. The recorder has
been configured (by user) to delete the first (oldest) calls when reaching this
level (“FIFO-mode”).
Impact Oldest calls are deleted until warning level percentage is reached.
No impact on recording activities.

2: Alarms

Recommended Check if the system’s capacity matches the requirements.
Action Increase the “Disk marked full” percentage using the Web GUI (tab
system installation > settings per recorder).
necessary.
2007 Alarm Invalid ASP: <ASP corrupt file> Stopping web server. 2
Description Corrupt web page file(s) detected on Core Server.
Impact Web GUI is not reachable anymore.
Possible Cause Modifications to web pages (ASP files) were made.
Note: ASP files are digitally signed. When they were/are being modified,
web access is locked.
Recommended Repair installation by running the ‘repair’ option of the setup.
Action
This will restore the original ASP files.
2008 Alarm Satellite with id: <Satellite ID> not connected. 2
Description The Core Server lost its connection with a satellite.
Impact If the satellite is still operational: no impact.
The recordings are buffered on the satellite and calls are not visible
in the Web GUI.
If the satellite is not operational: no recording of its channels.
With each new recorded call, the satellite connection is checked. When the
connection is restored, the alarm is cleared by the system.
transferred later.
Possible Cause A. Satellite is not operational.
B. Failing TCP/IP connection between the Core Server and the network.
C. Incorrect configuration of Core Server connection on satellite.

2: Alarms
Recommended A. Verify if:

Action Satellite server is up and running
The DBI Client service on the satellite is running.
B. Check (in this sequence):
and vice versa
3. Firewall settings of satellite and Core Server.
C. In the Monitor Tool on the satellite (menu File > Settings), verify IP
address of Core Server.
2009 Alarm System channel limitation of Myracle system is exceeded <x>, file
transfer from satellite(s) to server is stopped.
Description The total number of channels of the NICE Trading Recording Xpress
(previously known as “Myracle”) recording system is limited to 200 channels
(as a standard). <x> is the number of channels found.
Web GUI.
Recommended Either:
Action Upgrade the licenses of the existing system to .
Reduce the total number of licensed recording channels to the
channel maximum.
Restart the system’s “CyberTech” services (Core Server and satellites) to
detect the new license configuration.

2: Alarms
30xx - Miscellaneous (Controller Service)

3001 Warning Database-drive: <Location> <Free %> % free. 1
Description Database location reached warning level%. The recording system does not
automatically free space by deleting the first calls.
Impact When the drive is full, recording stops.
Recommended Increase free disk space on the database drive.
Action
If this is not possible extend the disk to match the expected size of the
database.
3002 Warning System-drive: <Location> <Free %> % free. 1
Description System drive reached warning level percentage. The recording system does
not automatically free space by deleting the first calls.
Impact When this drive is full, recording stops as the operating system stalls.
Recommended Increase free disk space on the system drive.
Action
If this is not possible extend the disk size to match the expected size
required.
3006 Alarm Service <Service name> stopped unexpectedly. 1
Description A “CyberTech” service stopped unexpectedly.
A restart of all services, except the DSC service, is attempted after 10
seconds. If the service is restarted successfully, the alarm is ‘cleared by
system’.
This alarm can occur for all services with “CyberTech” in their names and
automatic start-up (type Auto), as well as the Database service.
Impact Recording can be affected.
Possible Cause Service not running correctly
Errors mentioned in log file
Recommended 1. Start the monitor tool and check if the service is running correctly.
Action
2. Check the alarm status page in the Web GUI and the log file of the
service. Search for errors that explain why the service stopped.
3. After the cause of service stopping has been undone, or no cause found,
start the service.
3007 Alarm DSC server not running.
Description DSC service stopped.

2: Alarms
Possible Cause DSC service has stopped (in a controlled manner) by human intervention, or
by a reboot of the recorder (satellite/Core with channels).
Recommended The Controller service will automatically re-start the DSC service, and the
Action alarm will be cleared. No further action to be taken.
3008 Alarm Hardware failure: <hardware error code>.
Description Parrot API detected a hardware failure in one of the Parrot-DSC cards.
Impact Depending on error.
Possible Cause Depending on error.
Recommended Refer to Parrot API Reference Manual.
Action
If necessary, make a note of the error code and contact the NICE Support
Center.
3011 Alarm Database connection error: <Satellite ID>. 2
Web GUI.
Incorrect configuration of Core Server connection on satellite.
Action
vice versa
this information.

2: Alarms
4xxx-5006 - Archiving
4000 Error The service <service name> is not initialized OK, a restart is 2
necessary.
Description The service <name> failed to start correctly.
Impact No archiving.
Possible Cause
Recommended Restart the service manually.
Action
4001 Error Archive location <Location> full. 2
Description Archiving to this location failed because it appears to be full.
Impact No archiving.
Possible Cause Not enough disk space.
Recommended Increase disk space on the archive location. If it is a removable
Action medium, replace the medium.
Free up space on disk, reconfigure ‘Auto erase’ or extend disk.
4002 Error Archive location <Location> not accessible. Error received while 2
opening location: <…error received from EMC API…>.
Description Archiving failed because archive location could not be connected.
Impact No archiving to the location mentioned
Recommended Check connection to archive location.
Action
4003 Warning One or more calls not archived during last archive run. 3
Description During the last archive run, some calls could not be copied to the archive
media. The archive log contains a list of failed calls.
Impact
Possible Cause A. The audio no longer exists on the recorder because it was removed by a
user with call removal rights.
B. The audio could not be written to the archive medium because the
medium is corrupt. Error message 4007 appears.
Recommended Check the archiving service log file for details
Action
4004 Warning Archive location <location> does not contain the medium last 2
archived on
Description The medium in the archive location does not contain the medium with the
correct media secure code.
Impact

2: Alarms

Recommended If a new medium was inserted:
Action Reset the location.
Use the correct media secure code.
4005 Error Database backup could not be written. 2
Description The recording system’s database backup could not be written to location
<Location>.
Impact
Possible Cause A. No connection between database and archiving location
B. Not enough disk space
Recommended A. Make sure the location is connected, and the medium is available for
Action removable storage.
B. Make sure there is enough storage available on the locations to continue
the database backup.
4007 Error CRC errors on location <location>. 1
Description The DVD in the location cannot be written properly.
Impact
Recommended Insert a new DVD-RAM and reset the location.
Action
4008 Error Unable to format medium on location <location> 1
Description
Impact
Possible Cause No writable medium available.
Recommended Make sure a writable DVD-RAM or RDX is inserted in the location.
Action
4009 Warning Archive location <location> is 80% full. 3
Description The archive location is 80% full. Archiving continues.`Can occur when
archiving on Fixed location, NetApp SnapLock, Network location or EMC
Centera.
Will not appear when other locations are used for archiving.
Impact None
Possible Cause N.A.
Recommended Delete non-relevant files
Action Change ‘Auto erase’ configuration.
Increase space on the archive location.

2: Alarms
4010 Warning Device error 2

Description
Impact
Possible Cause No connection with archiving location, or no medium available.
Recommended Make sure the location is connected (and the medium is available for
Action removable storage).
Check the Archiving Service log file for details.
4011 Error Database backup could not be created 2
Description
Impact
Possible Cause Not enough storage space.
Recommended Make sure there is enough storage available on the Core Server to continue
Action the initial database backup.
Check the Storage Service log file for details.
4012 Error Not all calls were covered by content rules. 3
Description Not all calls were covered by content rules.
Impact See description.
Possible Cause This could either be an archive rule or delete rule
Recommended Update the content rules to cover all Interactions.
Action
To fix this historically, contact the NICE Support Center.
4013 Warning More than <threshold value> calls couldn’t be archived within the 2
specified interval
Description
Impact
Possible Cause Interval too short
Not enough bandwidth
Database backup is too big
Several calls with a large file size.
Recommended To start archiving now, turn off the archiving interval. Increase the timeframe
Action for archiving schedules.
4014 Warning More than <n> calls aren’t archived yet, archiving is getting delayed. 2
Description Archiving is running behind.
Possible Cause

2: Alarms
Recommended If the system has been operational all the time and you have this
Action problem, consider upgrading to a faster computer.
If the system has been out of order: wait, the archiving backlog
should be processed but it takes time.
Check your network interface card settings. If set to auto-negotiate, change
the NIC speed to 100MB/Full.
4015 Alarm Native Litigation hold could not be set on the archive location 1
Description Litigation hold was set in NICE Trading Recording, but the native hold could
not be set on the archive location. Internal NICE Trading Recording backlog
operation "SetLitigationHoldOperation" failed.
Impact Native hold not set on the archive location. NICE Trading Recording will not
delete the call, but it is strongly recommended to investigate why the hold
was not set in the archive location.
Possible Cause Archive location disconnected
Network outage
Misconfiguration of the archive location
Recommended Check the connection to the archive medium and the status of the
Action archive medium
To find out how many holds are failing, check the log file
CyberTech.MAX.ContentManager.WindowsService-<date>.log
or the retry counter (NrOfRetries) in the interaction operation table in
the database.
Check also CyberTech.ContentManager.Archiving.
WindowsService-<date>.log
4016 Alarm The process of applying litigation holds on historical calls was 1
disrupted by an unexpected failure and could not continue
Description The Litigation hold rules cannot be executed on historical data.
Impact The Litigation holds are not set and all historical calls in scope might be
removed after their retention time has expired.
Possible Cause The Archive Manager Service was stopped or disrupted.
Recommended Make sure all services are operational. If they are not, first restart the
Action 'Content Manager - Archiving' service and then restart the MAX
Content Manager.
Check the logfile CyberTech.MediaManager.Service-<date>.log.
4017 Alarm Native Litigation hold could not be removed from the archive location 2
Description Native Litigation hold could not be removed from the archive location.
Internal NICE Trading Recording backlog operation
"RemoveLitigationHoldOperation" failed.
Impact The Litigation hold remains on the call, preventing NICE Trading Recording
from deleting it. The call remains in the archive location even after its
retention time has expired.

2: Alarms

To find out how many remove-holds are failing, check the log file
CyberTech.MAX.ContentManager.Windows Service-<date>.log
or the retry counter (NrOfRetries) in the interaction operation table in
the database.
Check CyberTech.ContentManager.Storage.Windows Service-
<date>.log
4018 Alarm One or more calls could not be archived on archive location 1
Description One or more calls could not be archived on archive location. Internal NICE
Trading Recording backlog operation "ArchiveInteractionOperation" failed.
The Core Server first stores a recorded in the local hard drive. Once a call
has been archived, it is deleted from the local hard drive. If calls are not
archived for a longer period, in particular in recording systems with high
volume traffic, the local hard drive will become full. Then the FIFO mode
becomes active.
Impact When NICE Trading Recording works in FIFO mode, it overwrites the oldest
calls. Calls that have not been archived, are lost.
Possible Cause See description/impact.
Check CyberTech.ContentManager.Archiving.
4019 Alarm One or more calls could not be removed from the local drive of the 2
Core
Description One or more calls could not be removed from the local drive of the Core
Server. NICE Trading Recording backlog operation
"DeleteInteractionContentOperation" failed.
The Core Server first stores a recorded in the local hard drive. Once a call
has been archived, it is deleted from the local hard drive.
If calls are not archived for a longer period, in particular in recording systems
with high volume traffic, the local hard drive will become full. Then the FIFO
mode becomes active.
Impact When NICE Trading Recording works in FIFO mode, it overwrites the oldest
calls. Calls that have not been archived, are lost.
Recommended Check CyberTech.ContentManager.Storage.WindowsService-
Action <date>.log

2: Alarms
4020 Alarm One or more calls could not be removed from the Core Database 2
Description One or more calls could not be removed from the Core Server’s database.
NICE Trading Recording backlog operation
"DeleteInteractionDataOperation" failed.
Impact The audio files are removed from the archive location.
Call data remains available in the NICE Trading Recording database.
Recommended Check CyberTech.ContentManager.Storage.Windows Service-
Action <date>.log
4021 Alarm One or more calls could not be removed from the archive location 2
Description One or more calls could not be removed from the archive location. The NICE
Trading Recording backlog operation
"DeleteInteractionFromArchiveOperation" failed.
Impact The call recording remains in the archive location.
Its call data cannot be removed from the NICE Trading Recording database.
Recommended Check the connection to the archive location and the status of the
Action archive location
Check CyberTech.ContentManager.Archiving. Windows
Service-<date>.log
4022 Alarm A failure occurred either when extending the retention of a call on the 1
archive location or when calculating if the extension of the retention
was required
Description A failure occurred:
while the retention of a call on the archive location was extended, or
while calculating whether it was required to extend the retention.
The NICE Trading Recording backlog operation
"UpdateRetentionOperation" failed.
The updated retention time was not assigned to the recorded call. The call
still has the original retention time set, and it is removed according to this
setting.
Impact The call recording can be deleted sooner (or later) than expected..
Recommended Check the connection to the archive location and the status of the
Action archive location
Check CyberTech.ContentManager.Archiving.

2: Alarms
4023 Alarm Archiving is delayed because of an internal problem 1

Description System is overloaded. The database tables locking mechanism delayed a
number of archiving tasks for at least three consecutive times.
Impact The archiving process can become slower than expected and start running
behind over time.
Possible Cause A. Poor performance of the NICE Trading Recording Core Server.
B. Excessive call traffic with a large number of satellites.
Recommended A. Verify if antivirus or other external factors are impacting the performance
Action of the recording system.
B. Reduce the call traffic.
4024 Alarm Call recorded without start time information
Description A call has been recorded without the start time information.
Impact Call misses information and cannot be played back.
Possible Cause Unknown error in the Connectivity integration.
Misconfiguration in the PBX.
Recommended Contact the NICE Support Center.
Action
4025 Alarm Call recorded without end time information. This call is archived with
default retention
Description A call has been recorded without the end time information. Because of this,
the Archiving Service cannot calculate the correct retention period. It
archives the call with the default retention instead.
Impact Call is archived with the default retention.
Possible Cause Unknown error in the Connectivity integration.
Misconfiguration in the PBX.
Recommended Contact the NICE Support Center.
Action
4026 Alarm One or more interactions has no known user 2
Description One or more calls do not have known user(s).
Impact Calls without users are normally archived with the default retention.
Possible Cause Misconfiguration in the system.
Recommended Search for calls with unknown users and verify that these calls are stored as
Action expected. If a call should have been tagged with a specific user, but is not,
contact the NICE Support Center.

2: Alarms
4400 The Content Manager directory location <location> runs out of disk 2
space, replay of new screens is not possible
Description The location where the screen recordings are stored for replay doesn’t have
enough disk space.
Impact Recording of new screens continues, if the screen recording buffer location
has enough disk space
Recommended Increase space on the location where the screen recordings are stored for
Action replay
5006 Warning Device error <EMC error information>. 2
Description This error message contains the error received from the EMC Centera.
Impact
Possible Cause Authentication error (incorrect username / password is used).
Recommended Check EMC settings (username, password, IP address).
Action

2: Alarms
6xxx – Fusion
6xxx – Fusion
6001 Error The Service “CyberTech MAX Content Manager” stopped 1
unexpectedly
Description
Impact Affects search and replay functionality.
Possible Cause
Recommended 1. Restore the database connection.
Action
2. Restart CyberTech MAX Content Manager to restore this functionality.
6002 Error The Service “CyberTech MAX System Manager” stopped 1
unexpectedly
Description
Impact Affects monitoring and core functionality
Possible Cause
Recommended To restore this functionality, start the service.
Action
6003 Error The Service “CyberTech MAX User Manager” stopped unexpectedly 1
Description
Impact Users can’t log in to the application
Possible Cause
Action
6004 Error The Service “CyberTech MAX Audit Manager” stopped unexpectedly 2
Description
Impact User activities are not logged in the audit trail.
Possible Cause
Action
6005 Fatal The Service “CyberTech MAX Audit Manager” couldn’t connect to the 1
database.
Description
Possible Cause
Action
6006 Fatal The Service “CyberTech MAX User Manager” couldn’t connect to the 1
database.
Description

2: Alarms
6xxx – Fusion
Impact User activities are not logged in the audit trail

Possible Cause
Recommended To restore this functionality, start the service
Action
6007 Warning The Service “CyberTech MAX Audit Manager” stopped unexpectedly. 2
Description
Possible Cause
Action
6008 Warning The Service “CyberTech MAX User Manager” stopped unexpectedly. 2
Description
Impact Users can’t log in to the application
Possible Cause
Action The alarm is cleared by the system.
6009 Warning The Service “CyberTech MAX Content Manager” stopped 2
unexpectedly.
Description
Impact Affects search and replay functionality
Possible Cause
6010 Warning The Service “CyberTech MAX System Manager” stopped 2
unexpectedly.
Description
Impact Affects monitoring and core functionality.
Possible Cause
6011 Error The Service “CyberTech MAX System Manager” has detected that 1
one or more cores are unreachable.
Description
Impact Affects monitoring, search and replay functionality
Possible Cause This either indicates that the network connection is lost or that the core is
down.

2: Alarms
6xxx – Fusion
6012 Error The Service “CyberTech MAX System Manager” has detected that 1
one or more Fusion services are unreachable.
Description
Impact The functionality that is affected depends on the service that is unreachable.
Possible Cause This either indicates that the network connection is lost or that the service is
down
Action
6013 Fatal Hold Rules couldn't be synchronized to one or more Cores 2
Description Fusion was unable to synchronize rules for litigation hold on one or more
linked NICE Trading Recording systems
Impact The Litigation holds, configured via Litigation hold rules in Fusion, are not
applied on all the calls in scope
Possible Cause One or more of the linked NICE Trading Recording systems are
disconnected: network or connectivity outage.
Recommended To find out which recording system is affected, check the log file
Action CyberTech.MAX.ContentManager. WindowsService-<date>.log
Check the connection to the recording system
Make sure the recording system satisfies the minimum
requirements for Fusion
6014 Error User Manager Service failed to create Fusion System user on a 2
recorder
Description 'User Manager Service' did not create a Fusion System user on one
of the NICE Trading Recording systems. Check log
CyberTech.MAX.UserManager.WindowsService-<date>.log for further
information.
Impact Fusion does not link users from that recording system.
Possible Cause Database corruption on the recording system.
Recommended Check the logs of the recording system, and contact the NICE Support
Action Center with this information.
6015 Error Content Manager Service failed to create Fusion System user on a 2
recorder
Description 'Content Manager Service' did not create a Fusion System user on
one of the NICE Trading Recording systems.
Check log CyberTech.MAX.UserManager.WindowsService-<date>.log
for further information
Impact New Litigation Hold Rules or changes on existing rules are not synchronized
on the affected recording system.
Possible Cause Database corruption on the recording system.

2: Alarms
6xxx – Fusion
Recommended Check the logs of the MAX Content manager to find out which recording
Action system caused the issue.
Check the logs of the recording system, and contact the NICE Support
Center with this information.
6016 Error Cannot create or link NTR user. Please check log 2
CyberTech.MAX.UserManager.WindowsService for further
information.
Description Fusion cannot create a recording profile on the recorder.
Impact
Possible Cause Connection failure in the recorder
Database problems in either Fusion or NICE Trading Recording
User manager or Core API services not running.
Recommended Check that all the services are running on both Fusion and NICE Trading
Action Recording. Check the file
CyberTech.MAX.UserManager.WindowsService-<date>.log to get a
better indication of the root cause.

2: Alarms
61xx – Communication Surveillance

6100 Smart Index Server connection is not configured in AppFw. 2
Description
Impact System does not function.
Possible Cause Instructions not followed in NICE Communication Surveillance - Installation
Manual
Recommended Log on to the Application Server (port 80) with an account that has rights to
Action access the global settings. Go to Global Settings > Smart Index Server
Connection to enter the configuration and save it.
6101 Connection between AppFw and Smart Index Server is lost. 1
Description Can’t connect to port 17000 on Smart Index server.
Impact Can’t ingest new interactions.
Possible Cause There are multiple reasons for this alarm.
Recommended Check the following and restore if necessary:
Action Smart Index Server is running
Network connection between the Smart Index Server and the
AppFw
Indexing Services is running
6102 Connection between MetaDataFeeder and Smart Index Server is lost 1
Impact Can’t ingest new interactions.
Action NICE (Distributed Recording) Server is running
Network connection between Smart Index Server and Fusion (NDR)
MetaDataFeeder service is running
6103 Connection between .Synchronization.Attivio (user synchronization) 1
and Smart Index Server is lost.
Impact Users can’t be matched against Smart index docs
Action Smart Index Server is running
Network connection between the Smart Index Server and the
AppFw
'.Synchronization.Attivio' service is running

2: Alarms
6104 Smart Index Server connection is not configured 2

Description Smart Index Server connection is not configured.
Impact No speech conversion. Speech Converter can’t connect with Smart index
server.
Possible Cause Smart Index Server connection is not configured.
Recommended Log on to the Application Server (port 80) with an account that has the rights
Action to access the global settings. Go to Global Settings > Smart Index Server
6105 Connection between Speech Converter and Smart Index Server is 2
lost.
Impact Speech Converter can’t send speech conversion result to the Smart Index,
and can’t pick up speech conversion tasks from RabbitMQ.
Action Speech Converter Server is still up and running.
Network connection between the Speech Converter Server and the
Smart Index Server.
6106 Connection between Speech Converter and RabbitMQ is lost. 2
Impact Speech Converter can’t get new information from queue.
Action Speech Converter Server is running.
Network connection between the Speech Converter Server and the
Smart Index Server.
RabbitMQ service is running.
6107 Connection between Speech Converter and NICE Perform is lost. 2
Description
Impact Speech Converter can’t get calls from NICE Perform.
Action Speech Converter Server is running.
Network connection between the Speech Converter Server and
NICE Perform.
RabbitMQ service is running.

2: Alarms
6108 Speech Converter service stopped. 3

Description Speech Converter service stopped.
Impact Speech conversion stops.
Possible Cause Maintenance.
Recommended After maintenance, check that the Speech Converter service is running. (If
Action you need to investigate further, check the Windows Event log and the
Speech Converter log for the reason for stopping.) Restart the Speech
Converter service.
6109 A recording system for the Speech Converter is not configured. 1
Description A pool is not assigned to this Speech Converter
Impact No voice calls will be transcribed by this Speech Converter
Possible Cause
Recommended To ingest voice calls, you must install and configure a recording system.
Action
6110 The Speech Converter could not reach the external recording system. 1
Description
Impact No voice calls will be ingested.
Possible Cause
Recommended Make sure the recording system is running. Check the network connection
Action to the recording system.
6111 NICE Perform connection is not configured 3
Description NICE Perform connector is installed but the connection is not configured.
Impact Interactions with NICE Perform are not ingested.
Possible Cause NICE Perform connector is installed but the connection is not configured.
Action to access the configuration. Go to the NICE Perform configuration, enter the
configuration and save it.
6112 Smart Index connection is not configured 2
Description Smart Index Server connection is not configured.
Possible Cause Smart Index Server connection is not configured.
Action to access the global settings. Go to Global Settings > Smart Index Server
6113 Connection between NICE Perform and NICE Perform 1
Synchronization service is lost.
Description Connection between NICE Perform and NICE Perform Synchronization
service is lost.

2: Alarms

Possible Cause There can be multiple reasons for this alarm:
NICE Perform is not running
NICE Perform Synchronization service is not running
Network connection between NICE Perform Synchronization and
NICE Perform is not available
Action NICE Perform is running
NICE Perform Synchronization service is running
Network connection betweenNICE Perform Synchronization and
NICE Perform
6114 Connection between Smart Index and NICE Perform Synchronization 1
service is lost.
Description Connection between Smart Index and NICE Perform Synchronization
service is lost.
Possible Cause There can be multiple reasons for this alarm:
NICE Perform Synchronization service is not running
Smart Index is not running
Network connection between NICE Perform Synchronization and
Smart Index is not available
Action NICE Perform Synchronization service is running
Smart Index is running
Network connection betweenNICE Perform Synchronization and
Smart Index
6115 Speech Converter couldn't transcribe file(s), it will continue retrying 2
Description
Impact Transcription delayed for one or more voice calls.
Possible Cause Might require R&D analysis.
Recommended On the speech converter server, check the speech converter log file(s) for
Action details.
6116 Speech Converter couldn't transcribe file(s), it will retry periodically 2
(by default every 12 hours)
Description Message appears after 5 consecutive fails.
Impact Transcription delayed for one or more voice calls.
Possible Cause Might require R&D analysis.

2: Alarms
Action details.
6117 Speech Converter couldn't transcribe file(s), further investigation 1
required
Description
Impact One or more voice calls not transcribed.
Possible Cause
Action details.
6118 Speech Converter encountered an unexpected error, further 1
investigation required
Description
Impact
Possible Cause
Action details. Contact the NICE Support Center with this information.

2: Alarms
800x - CTI/CDR Processor Service

The CTI/CDR Processor generates the alarm codes 8000-8003, indicating the type of alarm.
8000 - Alarms
8001 - Errors
8002 - Warnings
8003 - Messages
The table below shows the possible messages for each alarm code. The messages are sorted
alphabetically within each category.
8000 Alarm Could not init loaded DLL 1

Description The CTI DLL could not be loaded.
Impact No CTI-based recording.
No CDR, only VOX records in database and Web GUI.
Possible Cause Vendor specific DLL file is incorrectly configured or missing.
Recommended Check if:
Action the file [vendor name].dll exists in the folder ‘C:\Program
Files\cybertech\ cti_processor\’, and
settings ‘input_mode=DLL’ and ‘dll_name=[vendor name].dll’ in
the INI file have been configured.
8000 Alarm License exceeded. No more recording channels available 1
Description Occurs in specific Trading integration(s) only.
The number of channels required for recording exceeds the number of
licensed recording channels.
Impact No recording of calls for which no channels are available.
Possible Cause Too many devices to be recorded.
Recommended Contact the NICE Support Center for a new license with sufficient
Action number of recording channels
If the maximum number of channels on the available satellite(s) has
been reached, contact the NICE Support Center to request one or
more additional satellites to increase the number of recording
channels
Decrease the number of recorded devices (turrets) in the
configuration of the PBX/switch.
8000 Alarm Lost connection to database, re-trying in 50s… 2
Description Database connection lost between the CTI Server and the Core Server. The
database connection is automatically re-tested every 50 sec (recording
continues).

2: Alarms
Impact No impact until grace period of 30 days has expired.

After grace period: No CTI-based recording.
Possible Cause Failing TCP/IP connection between the Core Server and the CTI Server.
Action
2. Network configuration, by pinging the CTI Server from the Core Server,
and vice versa
3. Firewall settings of Core Server and CTI Server
been reached check (my.ini). Contact the NICE Support Center with
this information
8001 Error Cannot open serial port. Exit.

Description For integrations based on a serial connection, port configuration settings are
checked at start-up of CDR Processor. Incorrect configuration causes
connection to fail.
No CDR, only VOX records in database and Web GUI
Possible Cause Incorrect serial connection settings.
Recommended Check if the cable between the CDR port of the PBX and the CTI
Action server is connected to the port specified by the setting in the .INI file
in the CDR Processor folder:
com_port=com1:
Check if the following settings in the .INI file in the folder CDR
Processor correspond with the serial port settings in Windows:
serial_parms=baud=9600 parity=E data=7 stop=1 rts=on
dtr=on
8001 Error Core database not connected and no local recorder database found. 1
Can not create CDR for VOX recordings, therefore recordings will be
unavailable for playback!
Description The CTI/CDR Processor failed to connect to the recorder database
(MYSQL) and failed to connect to the local database (SQLite).
No user and channel information could be retrieved from either database, so
user information cannot be added to VOX records.

2: Alarms
Impact If user rights in the recorder have been set to ‘only allow playback of calls
made by [a certain user]’, VOX records are unavailable for playback in the
Web GUI.
Possible Cause A. No connection to recorder database at start-up
B. No connection or missing local database at start-up
1. Database file locked by virus scanner.
2. Rights or policies on database file do not permit access.
3. Database file has been deleted.
4. Database file could not be written due to limited available disk
space.
Recommended A. Recorder database:
Action
Check (in this sequence):
2. Network configuration, by pinging the CTI Server from the Core
Server, and vice versa
5. MySQL database configuration: max. number of connected clients
has been reached (check my.ini). Contact the NICE Support
Center with this information
B. Local database:
1. Exclude any .DB files in the CDR Processor folder from the virus
scanner configuration
2. Make sure the CDR Processor Service has full access rights to any
file in its own folder
3. Database file will be automatically re-created when missing (no
action). However, cached CDR entries might have been lost which
and do not appear in the Web GUI.
4. Increase the available disk space by adding another disk or cleaning
up the existing disk.
8001 Error Could not find required license within grace period. Please contact a 1
sales representative or support engineer. Exit process...
Description Within 30 days after startup, no license was found for the installed CTI type.
Possible Cause The vendor specific license is incorrect or missing.

2: Alarms
Recommended Open the license information page in the Web GUI (tabs system status >
Action version information), and contact the NICE Support Center.
8001 Error Could not find valid license for CTI type <vendor type>. 1
Description No license found for the installed CDR / CTI integration.
Possible Cause Incorrect license.
Recommended Open the license information page in the Web GUI (system status -> version
Action information), and contact the NICE Support Center.
8001 Error Could not lock item 1 for CTI type<vendor type>. 1
Description In case of multiple CDR processors (2N CTI Servers), a single license is
available for all systems. Part of this license has been claimed by one CTI
server, but is required by the CTI server raising the alarm.
Possible Cause The vendor specific license is in use by another CTI Server (CDR
Processor).
Recommended 1. Stop the CTI Server that is claiming the required license.
Action
2. Restart the CDR Processor
Contact the NICE Support Center to purchase additional license(s).
8001 Error Could not lock item 2 for CTI type <vendor type>. 1
available for all systems. Part of this license has been claimed by one CTI
server, but is required by the CTI server raising the alarm.
Possible Cause The vendor specific license is in use by another CTI Server (CDR
Processor).
Recommended 1. Stop the CTI Server that is claiming the required license.
Action
2. Restart the CDR Processor
Contact the NICE Support Center to purchase additional license(s).
8001 Error Failed TCP connection to recorder IP <name> on port <number> 1
Description (For active recording integrations)
The TCP/IP link between the CTI Server and the recording system’s CTI
Receiver was not established.
Possible Cause Network connectivity or configuration issues

2: Alarms
Recommended Check:
Action
2. Network configuration, by pinging the CTI Server from the recording
system (Satellite or Core with channels), and vice versa
3. Firewall settings of Core Server and recording system. Port 4245 must
be open on the recording system.
4. CTI Receiver service on recording system is running
8001 Error Failed TCP connection to recorder IP <name> on port <number>, 1
retrying…
Description (For active recording integrations)
The TCP/IP link between the CTI Server and the recording system’s CTI
Receiver failed.
The connection is automatically re-tested.
Impact No channels can be activated for recording anymore: recording stops.
Possible Cause Network connectivity or configuration issues.
Recommended Check:
Action
2. Network configuration, by pinging the CTI Server from the recording
system (Satellite or Core with channels), and vice versa
3. Firewall settings of Core Server and recording system. Port 4245 must
be open on the recording system.
4. CTI Receiver service on recording system is running
8001 Error Failed to insert CDR record(s) into temporary database because no 1
valid matching channel could be found
Description The CTI/CDR Processor failed to cache a processed CDR record in its local
storage (SQLite database)
Possible Cause Incorrect configuration of line ID mapping in .CSV file: channel numbers
must be > 0.
Recommended Make sure the line IDs in the CDR output of the PBX are matching the Line
Action ID-to-channel mapping in the .CSV file (CDR Processor folder).

2: Alarms
8001 Error Failed to insert CDR record(s) into temporary database. 1

Please check if the local database file is locked, missing or reached
its maximum disk size.
Description The CTI/CDR Processor failed to cache a processed CDR record in its local
storage (SQLite database)
Possible Cause A. Database file locked by virus scanner.
B. Rights or policies on database file do not permit access.
C. Database file has been deleted.
D. Database file could not be written due to limited available disk space.
Recommended A. Exclude any .DB files in the CDR Processor folder from the virus
Action scanner configuration.
B. Make sure the CDR Processor Service has full access rights to any file
in its own folder.
C. Database file will be automatically re-created when missing (no action
required). However, cached CDR entries might have been lost which
and do not appear in the Web GUI.
D. Increase the available disk space by adding another disk or cleaning up
the existing disk.
8001 Error Invalid time on License: <time stamp>. 1

Description License claimed by CDR Processor has expired.
Time stamp: expiry date and time
Impact All CTI recording stops.
Possible Cause License was not renewed before expiry date and time.
Recommended Contact the NICE Support Center to obtain a license with a new expiry date.
Action
8001 Error License Exceeded. License: <Channels>, <Line ID count>, <Channel 1
count>.
Description License does not cover the number of recorded targets.
Impact A number of targets are not monitored for recording.
Possible Cause The number of configured line mappings is exceeding the licensed
maximum.
Recommended Remove excess line mappings in the .CSV file (CDR Processor
Action folder)
Contact the NICE Support Center to obtain an extended license.
8001 Error License failed!!! 1
Description Too many errors while trying to check license.

2: Alarms
Impact No impact until grace period of 30 days has expired.

After grace period: no CTI-based recording. No CDR. only VOX records in
database and Web GUI.
Possible Cause Corrupt license.
Recommended Do not re-start the CTI Server!
Action
Take action before grace period (30 days) has expired.
Contact the NICE Support Center.
8001 Error Requested license could not be confirmed. Could not validate item 1 1
for CTI type <vendor type>
Description License was requested by CTI server, but part of the license could not be
confirmed by licensing subsystem.
Possible Cause A. The licensing service(s) on the recording system are not running.
B. The license type matches the requested type, but part of the license is
incorrect.
Recommended A. Start the ‘Licensing Service’ in the Monitor Tool on every machine in
Action the recording system.
B. Contact the NICE Support Center to verify if the license content is
correct
8001 Error Requested license could not be confirmed. Could not validate item 2 1
for CTI type <vendor type>.
Description License was requested by CTI server, but part of the license could not be
confirmed by licensing subsystem.
Possible Cause A. The licensing service(s) on the recording system are not running.
B. The license type matches the requested type, but part of the license is
incorrect.
Recommended A. Start the ‘Licensing Service’ in the Monitor Tool on every machine in the
Action recording system.
B. Contact the NICE Support Center to verify if the license content is
correct
8001 Error Required license found, but could not be claimed. Please verify if the 1
recording system contains a sufficient number of licenses when
using multiple CDR processors. Exit process.
available for all systems, while only one can claim the license.

2: Alarms

Possible Cause The vendor specific license is claimed by another CTI Server (CDR
Processor).
Recommended Stop the CTI Server that is claiming the required license.
Action Contact the NICE Support Center to purchase additional license(s).
8001 Error The CTI /CDR processor was stopped ! 1
Because the License could not be validated for <n> seconds!
Description Claimed license could not be validated for 24 hours. The license is rejected
and the CDR Processor is shut down.
Possible Cause Database connection failure between the CTI server and the recorder.
Action
A. Physical connection (cable)
B. Network configuration, by pinging the CTI Server from the Core Server,
and vice versa
C. Firewall settings of Core Server and CTI Server
D. MySQL database service on Core Server
E. MySQL database configuration: max. number of connected clients has
this information.
After resolving the database connection issue, start the CDR Processor (if it
did not already start automatically).
8002 Warning CTI Warning: 0017 – Channels misaligned, possible mapping issue 2
Description The channels of all satellites are not in a consecutive order.
Impact Problems with the fixed channel mapping that CDR integrations use.
Possible Cause A. Channel licenses of all satellites are increased.
B. Satellites where connected to the core before licenses where assigned.
Recommended Follow the instructions in document ’Channel Alignment Procedure v4’,
Action available at the NICE Support Center
8003 Message Connected, TCP connection to recorder IP <name> on port 4
<number>
Description The CTI/CDR Processor has established its connection to the remotely
controlled recording system.

2: Alarms
Impact None.
Possible Cause N.A.
Recommended No action required.
Action
8003 Message CTI & CDR Processor closing… 4
Description The CTI/CDR Processor is
being shut down manually by a user or
has shut down gracefully as a result of a critical error.
Possible Cause User initiated shutdown or
Graceful self-shutdown due to error.
Recommended In case of self-shutdown of the CTI/CDR Processor, check if a critical error
Action has occurred. If so, consult this manual for the possible cause and
recommended action to resolve the issue.
Once resolved, start the CTI/CDR Processor service from the Monitor
Tool on the CTI server.
8003 Message CTI & CDR Processor connected to Alarm system. 4
Description Appears at startup. The CTI software is linked to the alarm systems and is
now able to pass alarms.
Impact None.
Possible Cause N.A.
Action
8003 Message Opening, TCP connection to recorder IP <name> on port <number> 4
Description The CTI/CDR Processor is establishing its connection to the remotely
controlled recording system.
Impact None.
Possible Cause N.A.
Action

2: Alarms
87xx - CTI Receiver
87xx - CTI Receiver

8700 Warning CTI Receiver has stopped 1
Description The satellite/Core with channels is no longer able to receive start/stop
commands and metadata from CTI or CDR servers.
Impact Recording is compromised or unavailable, depending on the Supervision
settings of the recorder.
Possible Cause A. The CTI Receiver has stopped (in a controlled manner) by human
intervention, or by a reboot of the satellite.
B. The CTI Receiver has unexpectedly stopped due to an application error.
Recommended A. The Service Monitor will automatically re-start the Call Controller
Action service, and the alarm will be cleared.
B. Check the Windows event log for application errors.
If so, contact the NICE Support Center with this information.
8701 Message CTI Receiver was started (<Hostname>, <IP Address > 4
Description The satellite is able to receive start/stop commands and metadata from CTI
or CDR servers.
Impact None.
Possible Cause N.A.
Action
8702 Error CTI Receiver lost all connections 1
Description All CTI or CDR servers are disconnected from the system running the CTI
Receiver service (satellite/Core with channels).
The CTI Receiver connection is re-tested every minute. When the CTI
Receiver connection is restored, the system clears the alarm.
Impact Recording is compromised or unavailable, depending on the Supervision
settings of the recorder.
Possible Cause A. The Call Controller service has stopped.
B. The TCP/IP connection has been lost between the CTI Server and the
system running the CTI Receiver service.
Recommended A. Start all services on CTI or CDR servers.
Action
B. If the alarm persists, check (in this sequence):
2. Network configuration. Ping CTI Server and system running the CTI
Receiver service, and vice versa
3. Firewall settings of CTI Server and system running the CTI
receiver: port 4245 must be open.
4. If the problem persists, contact the NICE Support Center.

2: Alarms
88xx - Active IP CTI-Based Recording

(Call Controller and Link Controllers)
8800 Alarm Service Monitor (dedicated CTI) or Controller Service (all-in-one) 3

stopped <CTI Server name, IP Address>.
Description The Service Monitor checks the status of the actual CTI services.
Impact When the monitor service stops, no alarm is raised upon failure of a CTI
service.
No impact on recording activity.
Possible Cause Service stopped by human intervention, or by an application.
Recommended 1. On CTI Server, open Monitor Tool and start Service Monitor.
Action
2. If the Service Monitor stops again, check and adjust antivirus settings.
8801 Alarm Call Controller stopped <CTI Server name, IP Address, Reason>. 1
Description The Call Controller service maintains all connected link controllers.
Impact When the Call Controller service stops, all active recording stops.
Possible Cause A. The Call Controller has stopped (in a controlled manner) by human
intervention, or by a reboot of the CTI Server.
B. The Call Controller shut down unexpectedly by an application error.
Recommended A. The Service Monitor will automatically re-start the Call Controller
Action service, and the alarm will be cleared. No further action required.
B. Check the Windows event log for application errors.
If so, contact the NICE Support Center with this information.
8802 Alarm Database not connected <CTI Server name, IP Address, User>. 1
Description The Call Controller lost connection to the recorder database.
After resolving the problem, the database connection is automatically
restored, and the alarms are cleared by the system.
It is not required to reboot the system.
Impact Configuration changes made are not applied on the CTI Server.
There is no status feedback in Web GUI about links and targets.
The CTI components continue running using their last known
configuration.
No impact on recording activity, as long as the CTI Server keeps on running.

2: Alarms
Recommended Do not re-start the CTI Server!

Action
Check the connection state of the link controller in the Web GUI: if this is
any other state than “Logged in” the connection was not available at start-up
of the CTI Services.
In such a case, check (in this sequence):
2. Network configuration, by pinging the CTI Server from the Core Server,
and vice versa
this information
8803 Alarm LinkController not connected <CTI Server name, Link name, IP 1
Address, Port>.
Description The CTI link controller connection with PBX or switch failed.
Impact No targets can be recorded through this link controller.
No impact on recording of targets on other link controllers that are
connected.
Possible Cause A. Incorrect parameters:
Invalid IP Address or Port Settings.
Invalid Credentials
Incorrect CTI link security settings (SSL) (if the link controller
supports CTI link security).
B. The CTI interface of the PBX or switch is not connected to the network.
C. The CTI interface of the PBX or switch is not active or running.
Recommended A. Check parameters of the CTI interface on the PBX or switch:
Action Connection settings
Username/password
SSL settings
In the Web GUI, adjust the connection settings of the link
controller accordingly (cti integration > links > Connection
settings).
B. Verify with the vendor engineer if network connectivity has been set up
properly
C. Verify with the vendor engineer if CTI service(s) are enabled.

2: Alarms
8804 Alarm CTI Receiver not connected < CTI Server name, IP Address>. 1
Description The Call Controller service was unable to connect to a CTI Receiver
service.
The CTI Receiver service is installed on a recorder (Core Server with
channels or Satellite) with CTI controlled recording channels.
The CTI Receiver connection is re-tested every minute. When the CTI
Receiver connection is restored, the system clears the alarm.
Impact Active recording by the channels in the recorder with the listed IP address.
No impact on recording on other servers or satellites (if no such alarms
occur on these systems).
Possible Cause A. The CTI Receiver service has stopped
system running the CTI Receiver service.
Recommended A. Start CTI Receiver service, and check if the alarm is cleared.
Action
2. Network configuration. Ping CTI Server and system running the CTI
receiver, and vice versa
3. Firewall settings of CTI Server and system running the CTI receiver:
port 4245 must be open.
8805 Alarm LinkController lost connection with PBX < CTI Server name, Link, 1
Reason>.
Description An unexpected disconnection of a link controller with the PBX is detected.
The link controller connection is re-tested every minute. When the link
controller connection is restored, the system clears the alarm.
(This does not impact recording of targets on other link controllers that are
still connected.)
Possible Cause A. The TCP/IP connection to the PBX system is lost.
B. The PBX system’s CTI interface does not respond.
C. The PBX system’s CTI interface terminated the CTI session.

2: Alarms

Action
2. Network configuration.
3. Ping the system running the CTI interface of the vendor’s PBX
system, and vice versa (if possible)
4. Firewall settings of CTI Server and system running the CTI
interface of the vendor’s PBX system: port settings can be found in
the specific NICE/[vendor] Integration Manual.
B. Re-start the Link Controller Service.
If alarm 8807 occurs, re-start the system running the CTI interface of the
vendor’s PBX system.
C. Depending on the reason mentioned in the alarm, contact the PBX
vendor’s engineer or support, or the NICE Support Center.
8806 Alarm No license for LinkController <CTI Server name, Link>. 1
Description No valid license was found for this link controller. The link controller cannot
be used for recording.
Impact Because the license appears to be invalid, recording stops.
Possible Cause A. If this alarm occurs 10 minutes after start-up of the CTI
Server/Services, the license type is incompatible with the CTI
integration.
B. Only when using multiple CTI Servers: license still claimed by failing
CTI Server.
Recommended A. Contact the NICE Support Center to obtain a valid license to activate
Action the link controller for recording.
B. Check if all CTI Services on failing CTI Server have stopped. Wait for X
minutes, until licenses have been released and alarm 8806 has been
cleared.
If the alarm persists, restart the CTI Services on the CTI Server that is
now active.
If it still persists, contact the NICE Support Center.
8807 Alarm LinkController failed to log on to PBX <CTI Server name, Link, 1
Reason>.
Description The Link controller was not able to connect to the CTI interface of the PBX.
If the PBX system does not respond to a logon attempt within 120s, the
logon is considered to fail.
This does not impact recording of targets on other link controllers that are
still connected.

2: Alarms
Possible Cause A. Invalid credentials in the connection settings of the link controller.
B. If the integration requires additional link parameters for the connection:
incorrect settings.
Recommended A. Verify if the Username is still configured in the PBX, with the correct
Action password.
If they were changed, enter the new credentials in the Web GUI
(cti integration > links > Connection settings)
If the problem persists, verify with the vendor engineer if the
credentials have been configured correctly.
B. Check the link parameter settings in the Web GUI (cti integration > links
> General link settings) and correct them if necessary.
If the problem persists, verify with the vendor engineer if the settings in the
PBX are valid.
8808 Alarm Failed to set multiple targets <CTI Server name, Link> 1
Description Multiple targets could not be selected in the PBX system.
Impact These targets are not recorded.
Possible Cause A. The PBX system has reached the maximum number of targets to be
monitored.
In case of CTI Server Resilience: the number of targets must be half the
number of targets licensed in the PBX
B. The target does not exist in the PBX configuration, e.g. wrong (primary)
phone extension.
For each unselected target an additional alarm 8820 occurs, showing the
target details.
Recommended A. Check the license details in the PBX. If the license is insufficient to
Action monitor the required number of targets, contact the vendor.
B. Either:
Correct the target configuration in the web GUI, or
Create or correct the phone configuration in the PBX.
8809 Alarm No free recording channel(s) available <CTI Server name, Link group 1
ID>
Description No recording channel was assigned to this target.
Impact The target is not recorded.
Possible Cause For systems that require exactly the same number of channels as targets:
too many targets have been configured.
For systems that can have more targets configured than recording channels:
number of targets that are simultaneously connected in calls, exceeds the
number of available channels.

2: Alarms
Recommended A. Either:
Action Decrease the number of targets in the Web GUI, or
Obtain a license for more recording channels. Additional
hardware can be required.
B. Obtain a license for more recording channels. Additional hardware can
be required.
8810 Alarm Satellite Controller not connected <CTI Server name, satellite ID, 1
endpoint>
Description The Call Controller service was unable to connect to a Satellite Controller
service.
The Satellite Controller service is installed on a recorder (Core Server with
channels or Satellite) with CTI controlled recording channels.
The Satellite Controller connection is re-tested every minute. When the
Satellite Controller connection is restored, the system clears the alarm.
Impact Call data added to VOX record is incomplete or missing.
No impact on recording on other servers or satellites (if no such alarms
occur on these systems).
Possible Cause A. The Satellite Controller service has stopped
recorder.
Recommended A. Start Satellite Controller service, and check if the alarm is cleared.
Action
1. Physical connection (cable).
2. Network configuration. Ping CTI Server and recorder, and vice
versa.
3. Firewall settings of CTI Server and system running the Satellite
Controller: port 4345 must be open.
8811 Alarm Failed to record multiple calls <CTI Server name> 1
Description During the last 300 sec at least 3 calls from the PBX system were not
recorded.
All configured targets are actively monitored for call events.
The recording system faces CTI errors when attempting to start recording.
Impact
Possible Cause Integration specific problem.
Recommended Check in the PBX configuration if the phone set(s) to be recorded is/are not
Action configured to be excluded from recording.
If this is not the cause, contact the NICE Support Center.

2: Alarms
8812 Alarm Failed to set multiple conference resources <CTI Server name, Link 1
number>
Description Multiple conference resources could not be selected in the PBX system.
Impact Insufficient recording resources.
Possible Cause A. The PBX system has reached its maximum number of conference
resources (recorder channels) to be set
B. The conference resource configuration of the recording system is
incorrect, e.g. extension does not exist in PBX system.
Action create the required number of softphones, contact the vendor.
B. Either:
Correct the conference resource configuration in the web GUI,
or
8813 Alarm Stale call event dropped, received message from <CTI Server name, 1
Link> is too old [seconds: <number>]
Description Overload of CTI Server. CTI events are processed with a delay.
The number of call attempts exceeds the maximum supported BHCA.
Impact Incomplete recordings.
Possible Cause Call frequency too high:
Many brief calls in short timeframe
Too many simultaneous call attempts
Recommended Decrease the number of recording targets in the Web GUI.
Action
If not desired as a permanent solution, contact the NICE Support Center to
discuss options to install an additional CTI Server.
8814 Alarm Channel administration mismatch from <cti-server ID>cause
<reason>
Description The Call Controller resets all involved entities: conference resources,
channels and targets
Impact
Possible Cause
Recommended
Action
8820 Error Failed to set target <CTI Server name, Link, Target Type, Value>. 1
Description One of the targets could not be selected in the PBX system.

2: Alarms
Possible Cause A. The PBX system has reached it maximum number of targets to be
monitored
B. The target configuration of the recording system is incorrect.
The Link Controller and Target details are included in the error message.
If more than 3 targets are not selected within 300 sec, in addition alarm 8808
occurs.
Action monitor the required number of targets, contact the vendor.
B. Either:
Correct the target configuration in the web GUI, or
Create or correct the softphone configuration in the PBX.
8821 Error Failed to set conference resource <CTI Server name, Target Type, 1
Value>.
Description One of the conference resources could not be selected in the PBX system.
Impact Insufficient recording resources.
Possible Cause A. The PBX system has reached its maximum number of conference
resources (recorder channels) to be set
B. The conference resource configuration of the recording system is
incorrect, e.g. extension does not exist in PBX system.
Action create the required number of softphones, contact the vendor.
B. Either:
or
8822 Error Failed to link target <CTI Server name, Target Type, Value>to 1
conference resource (extension)
Description One of the targets was not able to link to a conference resource (recorder
channel) selected in the PBX system.
If more than 3 targets are not selected within 300 sec, in addition alarm 8808
occurs.

2: Alarms
Possible Cause A. Too few conference resources available:

The number of conference resources does not match the
number of targets, or
The number of simultaneously active targets exceeds the
number of conference resources
B. Not all conference resources are available, due to incorrect
configuration of the recording system.
The Link Controller and Target details are included in the error message.
Recommended A. Increase the number of conference resources.
Action
Additional licenses can be required in the PBX system to create more
softphones.
B. Either:
or
Create or correct the softphone configuration in the PBX.
8823 Error Failed to set audio destination <CTI Server name, Link, Target Type, 2
Value, Call>.
Description The link controller and/or the PBX system did not accept a channel reserved
by the Call controller.
Possible Cause As described in log files
Recommended Make sure all Call controller and link controller log files are available for
Action review, and contact the NICE Support Center.
8824 Error Failed to unlink target <CTI Server name, Target Type, Value>. from 1
conference resource <Link, Extension>
Description Relation between a target and its assigned conference resource could not be
undone, due to an error occurring while deleting or disabling target.
Impact The target is not recorded when it is selected in the Web GUI.
Possible Cause As described in log files
Recommended Make sure all Call Controller and link controller log files are available for
Action review, and contact the NICE Support Center.
8825 Error CTI License error <CTI Server name, Reason> 1
Description Unavailable or incorrect CTI license.
Possible Cause As described in ‘reason’
Recommended Make a note of the reason. Contact the NICE Support Center to obtain a
Action valid license.

2: Alarms
8830 Warning Link in 30 day grace period. Link will stop functioning after license 3
expiry date. <CTI Server name, Link, License expiry date>
Description A license was assigned at least once to the link controller, but currently
there is no claimed license that can be assigned to this link.
Impact 30 days after this alarm occurred, recording will not be possible anymore
Possible Cause A. No communication with the Core Server.
B. The license has expired.
C. The license has been removed.
D. The Licensing service is not running.
E. The license has been claimed by a link controller (of the same type),
during an interruption of the communication with the Core Server.
Action
3. Ping the Core Server from the CTI Server.
4. Firewall settings of CTI Server and Core Server: port settings can
be found in the specific NICE [vendor] Integration Manual.
B. Contact the NICE Support Center to obtain an updated license.
C. Restore the license using the License tool. If the original license file is
not available anymore, contact the NICE Support Center to obtain a
copy of your license.
D. Restart the 'Licensing service' in the Monitor Tool.
E. Disable the second link controller in the Monitor Tool, and verify if the
alarm is cleared.
If not, verify in the Web GUI if a second active link controller has
been configured.
If so, set it to standby. If not, restart the 'Licensing service' in
the Monitor Tool.
If the problem persists, restart the Call Controller on the CTI
server with the link controller on which the alarm occurs.
If the problem still persists, contact the NICE Support Center. Have your
deployment schematics available.

2: Alarms
8831 Warning Grace period of link almost elapsed and link still not licensed. Link 3
will stop functioning after grace period. <CTI Server name, Link,
Grace period end time>
Description After the initial start-up of the Call Controller, or when the Call Controller
switches from Standby to Active mode, all link controllers are licensed for 10
minutes. This is the so-called “start-up grace period”.
This grace period offers the Call Controller enough time to claim the
licenses, and the link controllers operate normally.
This warning occurs if, halfway the grace period, no license is yet assigned
to the link controller.
Impact No immediate impact, but if no license is found for a link controller after the
start-up grace period, it will stop operating.
Possible Cause A. No communication with the Core Server
B. Invalid license or insufficient number of licenses.
Action
3. Ping the Core Server from the CTI Server.
4. Firewall settings of CTI Server and Core Server: port settings can
be found in the specific NICE/[vendor] Integration Manual.
B. Contact the NICE Support Center to obtain a correct license, or
additional licenses.
8832 Warning Too big license is being claimed for link type. <CTI Server name, 3
Link type, License serial number, Needed link count, Claimed link
count>
Description This CTI Server claims a license that allows more primary, secondary and
redundant link controllers (of one type) than required.
In normal operation the licensed number of links exactly matches the
number of available link controllers.
Impact None.
Possible Cause A. The license that was purchased does not match the number of enabled
link controllers.
B. For integrations with multiple CTI Servers that have a different number
of link controllers (of the same type): one of the CTI Servers claimed the
wrong license.

2: Alarms
Recommended A. Check:
Action The configuration of the integration.
The number of installed and enabled link controllers. Web GUI,
tabs cti integration > links > Overview of all links.
If configuration and number of link controllers match the specifications,
no action is required.
B. Either:
The other license is sufficient for the other CTI Server. No action
required.
The other license is not sufficient for the second CTI Server.
Alarm 8833 occurs. See there.
8833 Error Too small license is being claimed for link type. Not all links will 2
have a license assigned. <CTI Server name, Link type, License serial,
Needed link count, Claimed link count>
Description This CTI Server claims a license that does not match the required number of
link roles (primary, secondary, redundant) for a certain link controller type.
If the CTI Server cannot find a license for the required number of link
controllers, it claims the next best match, to provide at least a part of the
links with a license.
Impact When the start-up or license expiry grace period has elapsed, the unlicensed
link controllers stop operating.
Possible Cause A. The license that was purchased does not match the number of enabled
link controllers.
B. For integrations with multiple CTI Servers that have a different number
of link controllers of the same type: one of the CTI Servers claimed the
wrong (bigger) license. As a result, one or more of the other CTI Server
(s) has to use the insufficient license.
Action The configuration of the integration.
The number of installed and enabled link controllers. Web GUI,
tabs cti integration > links > Overview of all links
If configuration and number of installed link controllers match the
specifications, contact the NICE Support Center to obtain an extended
license
B. Stop both Call Controllers, using the Monitor Tool on the CTI Servers.
Wait for approx. 5 minutes, and restart the Call Controllers.
8840 Warning Number of targets exceeds license <CTI Server name, Link, 3
“Available”. “Required”
Description The CTI Link Controller is licensed for a maximum number of targets
selected.

2: Alarms
Impact A number of targets are not monitored for recording (they do not have the
status ‘Selected’).
Possible Cause The number of selected targets is exceeding the licensed maximum.
Recommended Remove selected targets or contact the NICE Support Center to obtain an
Action extended license.
8841 Warning PBX removed target unexpectedly <CTI Server name, Target Type, 3
Value>.
Description A selected target has been made invalid by the PBX system.
Impact This target is not recorded anymore.
Possible Cause A. The target no longer exists in the PBX system.
B. The target has been excluded from recording in the PBX system.
Recommended A. Verify with the vendor engineer if the phone set is still in service, or has
Action been changed in the dial plan (listing of available extensions)
B. Verify configuration of the extension in PBX system.
8842 Warning PBX removed conference resource unexpectedly <CTI Server name, 3
Target Type, Value>
Description A selected conference resource has been made invalid by the PBX system.
Impact This conference resource cannot be used for recording anymore.
The corresponding target is not recorded, or the number of simultaneously
recorded targets decreases (depending on the recording method).
Possible Cause The conference resource no longer exists in the PBX system.
Recommended Verify with the vendor engineer if the softphone is still in service, or has been
Action changed in the dial plan (listing of available extensions).
8843 Warning Failed to record call <CTI Server name, Link, Target Type, Value, 3
Reason>
Description Request for audio denied by PBX/switch.
Impact Channel is started, but recording is empty.
Possible Cause Incorrectly configured PBX/switch.
A. System-wide setting
B. Setting for specific phone set (e.g. “exclusion”).
Recommended A. Verify with the vendor engineer if the prerequisites for call recording are
Action correctly configured
B. Ask the vendor engineer to enable call recording for specific phone set.
8850 Error The link group with No Load Balance strategy contains more than 2
one primary link that can manage targets <CTI Server name, Link
group>
Description In one link group two or more primary link controllers (of the same type) were
defined.

2: Alarms
Possible Cause Configuration error.
Recommended Correct the error in configuration: define one of the link controllers as
Action ‘secondary’. Web GUI: tabs cti integration > link groups > Role overview for
group.
8851 Error Primary link contains secondary and redundant links at the same 2
time <CTI Server name, Link group, Link>
Description Function ‘redundant links’ is not active yet.
Impact
Possible Cause
Recommended
Action
8852 Error Link has failed. Unable to find any other available link to swap over 2
<CTI Server name, Link group, Faulty link>
Description Upon failure of link controller, no failover was possible.
Impact No recording
Possible Cause A. Secondary link controller was installed but is not running.
B. Configuration error. Secondary link required in the link group, but not
added.
Recommended A. On the CTI server, start the link controller service in the Monitor Tool.
Action
B. Add a secondary link controller to the link group. In the Web GUI:
cti integration > link groups > Link groups overview.
8853 Error No active links in link group <CTI Server name, Link group, Reason> 2
Description The status of all link controllers in the Role overview is not ‘Active’.
Impact No recording
Possible Cause A. Configuration error:
Link is not enabled
Link is not Logged in.
B. Link controller service is not running.
Recommended A. Correct configuration error:
Action Enable link. In the Web GUI: cti integration > links > General link
settings – Link enabled)
Correct the Connection settings, and/or Link parameters
B. On the CTI server, start the link controller service in the Monitor Tool.
8854 Message BLink has failed. Swap over successful <CTI Server name, Link 4
group, Faulty link, New active link>
Description For information only.

2: Alarms
Impact None.
Possible Cause N.A.
Action
8855 Message Fail-back successful <CTI Server name, Link group, Former active 4
link, New active link, Fail-back type>
Description For information only. The failback was performed either automatically or
manually.
Impact None.
Possible Cause N.A.
Action
8860 Message Call controller started <CTI Server name, IP Address, Version>. 4
Description The Call Controller service has started.
Appears when the CTI Server system starts and all CTI services
automatically start.
Impact None.
Possible Cause N.A.
Action
8861 Message Database connected <CTI Server name, IP Address, User>. 4
Description The Call Controller service has established a connection with the recorder
database on the Core Server system.
Appears when:
the CTI Server system starts and all CTI services automatically
start, or
the database connection was restored due to error 8802
Impact None.
Possible Cause N.A.
Action

2: Alarms
8862 Message Link Controller connected <CTI Server name, Link, IP Address, 4
Port>.
Description The link controller connection has been established.
Appears when:
the CTI Server system starts and all link controllers start
automatically, or
When the link controller was restored due to error 8805.
Impact None.
Possible Cause N.A.
Action
8863 Message CTI Receiver connected <CTI Server name, IP Address>. 4
Description The CTI Receiver connection has been established.
Appears when the CTI Server is connected to the satellite with the IP
address mentioned.
Impact None.
Possible Cause N.A.
Action
8864 Error Failed to reserve channel from preferred satellite ID(s) <satellites IDs> 1
for link group <link group name> on CTI server <hostname CTI
Server>
Description The channels of the configured preferred satellite are not available for
recording. An attempt is done to record on satellites assigned by the default
routing rule or on satellites of the channel group.
Impact If satellites of the default rule and channel group are not available as well: no
VOX or CDR recording.
Possible Cause A. Satellites not available for recording.
B. Preferred satellites not correctly configured.
Recommended A. Check the satellites for any issues and resolve these first.
Action
B. Check the preferred satellite configuration.
8865 Error Failed to reserve channel from default satellite ID(s) <satellite IDs> for 1
link group <link group name> on CTI server < hostname CTI Server>
Description The channels of the satellite assigned by the default routing rule are not
available for recording. An attempt is done to record on satellites of the
channel group.
Impact If satellites of the channel group are not available as well: no VOX or CDR
recording.

2: Alarms
Possible Cause A. Satellites not available for recording.

B. Satellites assigned by the default rule not correctly configured.
Recommended A. Check the satellites for any issues and resolve these first.
Action
B. Check configuration of the satellites assigned by the default rule.
8880 Message New CTI Server has been added <CTI Server name, ID, Alias, Name, 4
IP address>
Description A new CTI server has started. The Call controller inserts a new entry in the
call controllers table to register itself.
Impact None.
Possible Cause N.A.
Action
8881 Message CTI Server has been updated <CTI Server name, ID, Alias, Name, IP 4
address>
Description The Call controller has detected that the CTI server has a different computer
name or IP address.
Impact None.
Possible Cause N.A.
Action
8882 Error Link group contains links that belong to a different CTI server <CTI 2
Server name, Link group, CTI server ID>
Description Under normal circumstances, this situation is not possible. The Web GUI
prevents adding links from different CTI Servers to the same link group.
Impact Improper functioning of the recording system.
Possible Cause This could only occur if changes have been made directly in the database.
Recommended Correct the configuration in the Web GUI: cti integration > link groups > Link
Action groups overview. Remove the incorrectly added link from the link group.

2: Alarms
89xx - Service Monitor

8900 Error Service <name> is not running <host><IP> 1
Description A monitored CTI service, which should run according to service
configuration, is not running.
Impact Recording is compromised or unavailable.
Possible Cause A monitored service has been:
A. Stopped in the ‘Services’ configuration in Windows.
B. Disabled in the ‘Services’ configuration in Windows.
Recommended To restore service operation:
Action
A. Service Monitor will automatically attempt to start the service. If the
problem persists, contact the NICE Support Center.
B. Enable the service in the Windows ‘Services’ configuration (Computer >
Manage > Services and Applications).
Set the service to ‘Auto’ to ensure it is always started upon system
startup.
8901 Error Service <name> removed <host><IP> 1
Description A running CTI service has been removed or uninstalled.
Impact Recording is compromised or unavailable.
Possible Cause The service has been removed
A. Manually, e.g. using the ‘sc delete’ command from a Windows
command prompt.
B. Automatically, when removing one of multiple CTI integrations deployed
on a single CTI server.
Recommended A. Verify which type and version of the CTI integration is installed on the
Action CTI server and run its setup file.
Select the ‘repair’ option to re-install the removed service.
B. One of two options:
If the CTI integration should not have been removed, run the
setup file again to re-install the integration and restore service
operation.
If the CTI integration was intentionally removed, clear and
confirm the alarm in the Web GUI.
If none of these solutions apply, contact the NICE Support Center.
8902 Warning Webservice <name> failed <host><IP> <reason> 1
Description A running CTI web service has been removed or uninstalled.
Impact Recording is compromised.

2: Alarms
Possible Cause The service has been

A. Manually removed from the Core Server or CTI server, e.g. using the IIS
Manager in Windows.
B. Automatically removed when uninstalling the product containing the
web service.
Action Host and IP information in the warning and determine if the Core
Server or CTI server is affected.
Type and version of the product that is installed on the Core
Server or CTI server, and run its setup file.
Select the ‘repair’ option to re-install the removed web service.
B. One of two options:
If the product should not have been removed, run the setup file
to re-install the product and restore the web service operation.
If the product was intentionally removed, clear and confirm the
alarm in the Web GUI.
If none of the possible solutions apply, contact the NICE Support Center.
8905 Warning Less than <N >MB free space on volume <name><host><IP> 3
Description CTI server disk space is low.
Impact Recording might become compromised if the system runs out of disk space.
No automatic action is taken.
Possible Cause A. Hard disk size too small, e.g. due to failing disks in a RAID array.
B. 3rd party products installed on the CTI server that require a larger disk
size.
C. Log file retention time is set too high.
Recommended A. Increase the hard disk size, or resolve issues with storage system like
Action RAID array.
B. Uninstall 3rd party products and install them on a separate machine.
C. Decrease log file retention time. See the applicable Integration Manual
for details.
If none of the possible resolutions apply, contact the NICE Support Center.
8906 Message Less than <N>MB free space on volume <name><host><IP>, deleting 2
oldest log files
Description CTI server has reached critically low disk space.
Impact Recording might become compromised if the system runs out of disk space.
Automatic action is taken by deleting CTI component log files from previous
days until disk space reaches a non-critical size.

2: Alarms
Possible Cause A. Hard disk size too small, e.g. due to failing disks in a RAID array.
B. 3rd party products installed on the CTI server that require a larger disk
size.
C. Log file retention time is set too high.
Recommended If the automatic action only temporarily resolves this issue:
Action
A. Increase the hard disk size, or resolve issues with storage system like
RAID array.
B. Uninstall 3rd party products and install them on a separate machine.
C. Decrease log file retention time. See the applicable Integration Manual
for details.
If none of the possible resolutions apply, contact the NICE Support Center.
8910 Message Service Monitor started <host><IP><version> 4
Description The 'Service Monitor' service on a CTI server has started.
Impact None, for information only
Possible Cause N.A.
Action

2: Alarms
94xx - Screen Recording
94xx - Screen Recording

9400 Error The Screen Recorder directory <location> runs out of disk space, 1
recording of new screens is stopped!
Description The Screen Recorder cannot write any new screen recordings to the location
as it does not have enough space.
Possible Cause Not enough disk space.
Recommended Delete old files or increase disk space.
Action
The Screen Recorder automatically starts recording again.
95xx - Satellite Controller

9500 Alarm RTP quality drop: <Trader ID:…, Channel Type: …, 1
Chn: …, IP: …, Port: …, Stream loss: …%, Lost: …, Expected: …,
Failed at: …>
Description Loss of audio quality has been detected, based on the number of packets
(formatted units of data) that were sent from the switch or PBX, and
received by the satellite.
The % (audio) stream loss is the ratio between the number of expected and
lost packets. Default alarming threshold:10%.
‘Failed at’ shows the time the failure was detected.
If the situation persists, the alarm is replaced by message 9501 (status
update) at the end of the next alarming interval.
Default alarming interval: 5 min. Defaults can be adjusted in the file
DSC_server.exe.config.
Impact The call recording has audio of reduced quality.
Possible Cause Network capacity issues: bandwidth is partly unavailable, or there is too
much traffic for available bandwidth
Recommended No action to be taken on NICE Trading Recording side.
Action
9501 Message RTP quality drop: <Trader ID:…, Channel Type: …, 4
Chn: …, IP: …, Port: …, Stream loss: …%, Lost: …, Expected: …,
Failed at: …>
Description Follow-up message for alarm 9500. Replaces message 9500, in case the
percentage of lost packets remains above the threshold at the end of the
alarming interval
Impact For information only
Possible Cause See alarm 9500.

2: Alarms
95xx - Satellite Controller
Recommended None.
Action
9502 Alarm No RTCP reports have been received during configured time-out 1
interval on channel <#>.
Description For this channel no Real-time Controller Protocol traffic has been detected
during a specific period of time.
Impact Quality of audio is not monitored.
No VOX records in database and Web GUI, only CDR.
Possible Cause A. Incorrect configuration of the switch or PBX.
B. Connection between turret and satellite lost.
Recommended A. Check the configuration of the switch or PBX. Make sure RTCP
Action reporting is enabled.
B. Check network connectivity on switch or PBX side.

2: Alarms
11xxx - Resilience
11xxx - Resilience
11010 – 11029: CTI Server Resilience
11030 - 11049: E1 N+1 Satellite Resilience
11050 - 11069: Core Server Redundancy
11080 - 11099: 2N Satellite Resilience
11100 - 11109: 2N Archiving
11010 Message Failover attempt started for CTI Server <server id> due to error <error 3
number>.
Description The active CTI Server indicated a problem. It started to attempt switching
over to the standby CTI Server. The standby CTI Server is being activated.
Impact The standby CTI server takes over all CTI tasks and the failing CTI Server
is placed into standby, if possible.
Possible Cause N.A.
Recommended Monitor the process and wait for message 11011, indicating successful
Action failover.
It might take a few minutes for all recording targets to be reinitialized on the
standby CTI Server.
11011 Message Failover succeeded for CTI Device <server id>. CTI Server currently 4
activated <server id>.
Description The standby CTI Server has now changed into the active one. Successful
CTI Server failover.
Impact None.
Possible Cause N.A.
Action
11012 Alarm Failover attempt failed for CTI Server <server id>. Tried to failover to 1
CTI Server <server id>. <Fail reason>.
Description Something unexpected happened during failover, and the standby CTI
Server could not be activated.
Impact Active Recording for the previously active CTI Server has stopped.
Possible Cause A. Depends on reason of failure.
B. Incorrect configuration of Resilience
C. Connection to the database lost

2: Alarms
11xxx - Resilience
Recommended A. See failure reason.

Action
B. Correct the Resilience configuration
C. Check the connection to the database
2. Network configuration, by pinging the Core Server from the CTI
Server, and vice versa
3. Firewall settings of CTI Server and Core Server.
11013 Message Failover re-commissioning started for CTI Server <server id>.
Description CTI Server re-commissioning started.
Impact Failover re-commissioning succeeded for CTI Server <server id>.
Possible Cause N.A.
Action re-commissioning
11014 Message Failover re-commissioning succeeded for CTI Server <server id>. 4
Description CTI Server re-commissioning successful.
Status ‘Failed over’ cleared.
Role set to ‘Standby’.
Impact None.
Possible Cause N.A.
Action
11016 Alarm Resilience Agent Keep-Alive time-out occurred on <IP Address> 2
Description Time out of keep-alive notification on one of the CTI Servers
Impact A CTI server cannot reach its counterpart CTI Server with the IP address
mentioned in the alarm. If failover is enabled, and the standby CTI Server
cannot reach the active one, failover will proceed .
Possible Cause Connection lost between the CTI Servers.
Recommended Check the network connection between both CTI servers:
Action
2. Network configuration, by pinging one CTI Server from the other, and
vice versa
3. Firewall settings of both CTI Servers.

2: Alarms
11xxx - Resilience
11017 Message The user initiated a forced failover on CTI Server <server id> 4
Description Manual failover activated by user.
The standby CTI Server has now changed into the active one. Successful
CTI Server failover.
Impact None.
Possible Cause N.A.
Action
11018 Error The configuration is incorrect, failover will not proceed. Reason 1
<reason>
Description Failover was not performed.
Impact See description
Possible Cause Incorrect failover configuration.
Recommended Check the reason mentioned in the message.
Action
Where required, correct the Resilience configuration in the Web GUI.
11030 Message E1 N+1: Satellite failover attempt started for Satellite Recorder <ID>, 3
due to error <alarm #>
Description Failover to the N+1 standby satellite has been triggered. Failover attempt
has started. The standby satellite is now being activated.
Impact None.
Possible Cause N.A.
Action failover
11031 Message E1 N+1: Failover attempt succeeded for recorder <ID> 4
Description Failover to the N+1 standby satellite was successful.
Impact None.
Possible Cause N.A.
Recommended No direct action required.
Action
Repair the failing satellite to make it available for failback. Repairing will not
have impact on the operation of the recording system.
11032 Alarm E1 N+1: Failover attempt failed for recorder <ID>. Fail reason: 1
<reason>
Description Something unexpected happened during failover, failover was not
performed.
Impact Possible loss of recordings
Possible Cause A. Incorrect configuration of the Resilience
B. Failing switch matrix.

2: Alarms
11xxx - Resilience
Recommended A. Correct the Resilience configuration in the Web GUI.

Action
B. Check if the relay is connected properly.
11033 Message E1 N+1: Failover re-commissioning started for recorder <time> 3
Description The failed satellite is re-commissioned by a user. Fallback to the repaired
satellite is initiated.
Impact None.
Possible Cause N.A.
Action re-commissioning
11034 Message E1 N+1: Failover re-commissioned successfully for recorder <ID> 4
Description Re-commissioning successful. Operation for satellite <ID> restored.
Standby satellite available for new failover.
Impact None.
Possible Cause N.A.
Action
11035 Alarm E1 N+1: Failover re-commissioning failed for recorder <ID>. Reason: 1
<reason>
Description Re-commissioning was not successful.
Possible Cause A. Incorrect configuration of the Resilience
B. Failing switch matrix.
Recommended A. Correct the Resilience configuration in the Web GUI.
Action
B. Check if the relay is connected properly.
11036 Alarm E1 N+1: Resilience Agent Keep-Alive time-out occurred for recorder 2
<ID>
Description Time out of keep-alive notification on a satellite.
Impact A satellite cannot reach its counterpart satellite with the IP address
mentioned in the alarm. If failover is enabled, and the standby satellite
cannot reach the active one, failover will proceed.
Possible Cause A. Connection lost between satellite and (resilience manager on) Core
Server
B. Resilience services on satellite are not running

2: Alarms
11xxx - Resilience
Recommended A. Check connection between satellite and Core Server

Action
and vice versa
3. Firewall settings of both Core Server and satellite.
B. Make sure Resilience services on satellite are running
11037 Message E1 N+1: The user initiated a forced failover on recorder <ID> 4
Description Manual failover activated by a user. The N+1 standby satellite is activated.
Impact None.
Possible Cause N.A.
Action
11038 Alarm E1 N+1: Failed to connect to E1 N+1 Relay Unit <IP address> 2
Description System is not able to failover or to be re-commissioned.
Impact No failover.
Possible Cause Connection lost between (resilience manager on) Core Server and switch
matrix (relay unit).
Recommended 1. Check the network connection to the relay unit.
Action
2. Check if the relay unit is responsive:
Try and browse to the relay unit’s IP address to bring up the
configuration web page. This indicates if the unit is responsive or not.
Refer to the relay unit’s Troubleshooting manual.
11039 Error E1 N+1: The configuration is incorrect, failover will not proceed. 1
Reason <reason>
Description Failover could not be performed.
Possible Cause Incorrect failover configuration.
Recommended Correct the Resilience configuration in the Web GUI.
Action
Use the details shown in <reason>
11040 Alarm E1 N+1: Failed to switch the relay unit <IP address> 1
Description Unable to control the relay unit.
Impact Attempt to failover or re-commission failed.
Possible Cause A. The network connection to the relay unit is lost.
B. The relay unit is not responding.

2: Alarms
11xxx - Resilience
Recommended A. Check the network connection to the relay unit.

Action
B. Check if the relay unit is responsive:
Try and browse to the relay unit’s IP address to bring up the
configuration web page. This indicates if the unit is responsive or not.
Refer to the relay unit’s Troubleshooting manual.
11041 Error E1 N+1: A failover occurred but the standby N+1 recorder <ID> is 1
failed with <alarm>
Description System is unable to failover to the N+1 standby recorder because the
standby recorder is in failed state.
Impact Possible loss of recordings
Possible Cause The N+1 standby recorder is in failed state.
Recommended Fix the failed satellite and re-commission it. Use the alarm indication in the
Action error message.
After this failover will be possible
11050 Message Failover attempt started for core server <host> due to error <error> 3
Description Core Server failover triggered, failover in progress
Impact None.
Possible Cause N.A.
Action Core Server failover.
11051 Message Failover succeeded for core server <host>. Core server currently 4
activated: <host>
Description Core Server failover successful.
Impact None.
Possible Cause N.A.
Action
11052 Alarm Failover attempt failed for core server <host>. Tried to failover to core 1
server <host>. Fail reason <reason>
Description Core Server failover attempt failed.
Impact No failover.
Possible Cause Database communication error. See reason.
Recommended 1. Check connections between both Core Servers and connection speed.
Action
2. Check if the MySQL Databases on both Core Servers are running
normally.

2: Alarms
11xxx - Resilience
11053 Message Failover recommissioning started for core server <host>. 4

Description Core Server re-commission button pressed in Web GUI.
Automatic fail-back procedure has started.
Impact None.
Possible Cause N.A.
Action automatic Core Server fail back.
11054 Message Failover recommissioning succeeded for core server <host>. 4
Description Automatic Core Server fail-back completed.
Impact None.
Possible Cause N.A.
Action
11055 Alarm Failover recommissioning failed for core server <host>. Reason: 1
<reason>
Description Execution of fail-back request via Web GUI, failed.
Retry after the issue causing this failure has been resolved.
Impact Re-commissioning cancelled.
Possible Cause A. Erratic connection speed
B. Network connection failure between the Core Servers, blocking
Database access.
C. MySQL Database problems on one of the Core Servers.
Recommended A. Check connection speed
Action
B. Check connections between both Core Servers
C. Check if the MySQL databases on both Core Servers are running
normally.
After resolving the issue reattempt re-commissioning via the Web GUI.
11056 Alarm Resilience Agent Keep-Alive time-out occurred on <host> 2
Description The Keep-alive timer between the Core Servers timed out.

2: Alarms
11xxx - Resilience
Impact If the Keep-Alive notification stops on the active Core Server:

Failover is triggered (if the standby Core Server is on line).
After failover, re-commissioning will not be possible.
If the Keep-Alive notification stops on the standby Core Server:
No impact. However, failover might not be possible.
If the connection between both Core Servers is lost, and the standby
Core is on line, the standby initiates failover.
The satellites re-direct their recordings to the standby.
Possible Cause A. Resilience services are not running
B. Connection lost between both Core servers
Recommended A. Make sure the Resilience services are running.
Action
B. Check the connection between both Core servers.
2. Network configuration, by pinging one Core Server from the other,
and vice versa
3. Firewall settings of both Core Servers.
11057 Message The user initiated a forced failover on core server <host> 4
Description Manual failover activated by user.
The standby Core Server has now changed into the active one. Successful
Core Server failover.
Impact None.
Possible Cause N.A.
Action
11058 Error The configuration is incorrect, failover will not proceed. Reason 1
<reason>
Description Core Server Resilience has not been configured correctly.
The configuration is verified every 30 seconds. It means that an issue is not
always reported immediately.
Impact No failover.
Possible Cause A. No resilience group exists
B. Two Core Server hosts have not been defined.
Recommended Check the configuration and make sure:
Action
A. A Resilience group has been defined
B. Two Core Server hosts have been defined
The active Core Server must be in the state Active, the standby in the
state ‘Replicating’.

2: Alarms
11xxx - Resilience
11059 Error A failover occurred but the standby core server <host> failed with 1
error <error>
Description The active Core Server has failed, and attempts to fail over. The standby
Core Server is not operational (not in the state ‘Replicating’)
Impact All recording stops.
Possible Cause See error number
Recommended Make standby Core Server operational again Action depends on error
Action number.
11060 Alarm Database replication stopped unexpectedly on the Standby Core 1
Server <host>
Description Database replication between the Core Servers has stopped. The status of
the standby Core Server in the web GUI is ‘Not replicating’.
All database actions on the active Core Server are still logged.
Replication restarts automatically when the issue causing failure is
resolved.
Impact No replication possible between the active and standby Core Servers.
Failover is not possible.
No impact on recording (on the active Core Server).
Possible Cause A. Network connection lost
B. Resilience services not running on standby Core Server
C. MySQL Database service stopped on standby Core Server
Recommended A. Check network connection:
Action
and vice versa
3. Firewall settings of both Core Servers blocking replication (port
3306)
B. Make sure the Resilience services are running.
Check this on both Monitor Tool and in the Service and Applications of
Windows Computer Management.
C. Check if the MySQL database on the standby Core Server is running
normally Replication logfiles of MySQL Service are located in
<database drive>\mysql\data\. The log file name is <hostname>.err
If they are not running normally, contact the NICE Support Center with
this information.

2: Alarms
11xxx - Resilience
11061 Alarm The following failover clients <client hosts>, are unreachable from 1
host <core host>. These clients will not respond if the core fails over.
Check the failover clients list in the resilience group configuration
Description Failover clients, such as satellites and CTI Servers, are not reachable.
When Core Server failover is triggered, it is not possible to notify these
clients, and they will not reconnect to the standby Core Server.
The resilience manager on the Core Server is not able to connect to the
resilience failover client on the satellites.
Impact If the client is a satellite, recording continues. However, the
recordings are buffered on the satellite and calls are not visible in
Web GUI.
If the client is a CTI Server, recording might be compromised
Possible Cause Wrong information in the list of failover clients. This list contains the IP
addresses or server names of all systems that must be notified about the
failover.
Recommended Check and correct the failover clients list in the resilience group
Action configuration.
Restart redundancy Services on active and standby Core Servers.
This enforces re-reading of client IP addresses and host names.
11062 Alarm Failover attempt aborted for core server <host>. Reason: <reason> 1
Description Failover has been aborted due to a replication error.
Impact No failover.
Possible Cause Replication error. See also reason.
Recommended 1. In the Web GUI, disable failover temporarily.
Action
2. Use the Replication utility to manually export the database from the
active Core Server to the Standby Core Server.
3. In the Web GUI, enable failover again.
4. If failover is still required, activate it manually using the Web GUI.
11063 Alarm Failover has now been disabled. Reason: Replication is running 1
behind and mysql would take <seconds>s to catch up, (max
allowable lag = 60s)
Description Failover has been disabled because replication is too far behind. This is to
prevent data loss when failing back.
The value for the number of seconds behind is from the database engine and
represents the time difference between the time stamp of the last statement
fetched from the master database and the time stamp of the last statement
applied to the slave.
See MySQL 5.6 Reference Manual - Show slave status for details.
Impact No failover possible.

2: Alarms
11xxx - Resilience
Possible Cause Erratic network speed

Performance issue on standby Core Server (e.g. scanning by
antivirus application)
Replication issue
Recommended Investigate why the replication is behind.
Action
11064 Alarm An address of a core failover client cannot be resolved. (Address = 1
'<address>')
Description An address in the field ‘Core link failover clients’, Core Server Resilience
group configuration, cannot be resolved
Impact The specific client keeps trying to connect to the failed Core Server.
If this client is a satellite, recording continues. However, the
recordings are buffered on the satellite and calls are not visible in
Web GUI.
If this client is a CTI Server, recording might be compromised.
Possible Cause Changes made to IP addresses or hostnames in CTI or satellite clients
Recommended Restart the resilience services. This forces CSR to resolve the host
Action addresses again.
Ensure no host resolve issues still exist on the system. Check the
failover clients list in the resilience group configuration (IP
addresses/server name).
Use DNS lookup from the Core Server to any CTI or satellite clients
that fail to connect.
11065 Alarm Core Server: Resilience service stopped unexpectedly: <service> 1
Description <Service> can be one of the following
'Resilience Agent on Master Core'
'Resilience Manager on Master Core'
'Resilience Agent on Slave Core'
'Resilience Manager on Slave Core'
Impact No resilience available
Possible Cause A. Network connection lost
B. Redundancy services not running on slave Core Server
C. MySQL Database service stopped on slave Core Server

2: Alarms
11xxx - Resilience
Recommended A. Check network connection:

Action
and vice versa
3. Firewall settings of both Core Servers blocking replication (port
3306)
B. Make sure the Resilience services are running.
C. Check if the MySQL database on the standby Core Server is running
normally Replication logfiles of MySQL Service are located in
<database drive>\mysql\data\. The log file name is <hostname>.err.
If they are not running normally, contact the NICE Support Center with
this information.
11070 Message Resilience Monitor: Mysql Database connections have exceeded the
defined threshold.
Description The number of MySQL connections has exceeded a certain threshold,
above which is considered an abnormal number of connections.
Impact Abnormal numbers of connections indicate potentially serious issues with
connecting to the database.
Possible Cause A. Network or DNS issues (which can cause MySQL to build up several
open connections).
B. An exceptionally large system configuration with multiple nodes
accessing the database.
Recommended Investigate why there are so many database connections. Increase the
Action maximum number of connections if really required.
11080 Message Failover attempt started for satellite recorder <recorder id>, due to 2
error <error id> standby Satellite is set for recording.
Description One of the CTI controlled satellites has failed.
Impact No failover.
Possible Cause See error number mentioned in message.
Recommended Depends on error number.
Action
11081 Message Failover succeeded for satellite recorder <recorder id>, Satellite 4
currently activated = <recorder id>
Description The standby satellite is now in use. Successful satellite failover.
Impact None.
Possible Cause N.A.

2: Alarms
11xxx - Resilience

Action
11082 Alarm Failover attempt failed for satellite recorder <recorder id>. Tried to 1
failover to satellite <recorder id>. Fail reason = <fail reason>
Description The standby satellite cannot be activated.
Impact Recording for targets recorded on the failing satellite stopped.
Possible Cause A. See fail reason.
B. Incorrect resilience configuration on satellite.
C. Resilience services are not running on the standby satellite.
Recommended A. Depends on reason of failure.
Action
B. Correct the resilience configuration in the Web GUI.
C. Make sure the Resilience services are running on the satellite.
11083 Message Failover recommissioning started for satellite recorder <recorder id> 3
Description The failing satellite is now being re-commissioned. Automatic fail-back
procedure has started. Checks are being made to verify that it is OK to fail
back.
Impact None.
Possible Cause N.A.
Action re-commissioning.
11084 Message Failover recommissioning succeeded for satellite recorder <recorder 4
id>
Description The failing satellite has been re-commissioned. This satellite is now
available as standby.
Impact None.
Possible Cause N.A.
Action
11085 Message Failover recommissioning failed for satellite recorder <recorder id>. 1
Reason: <failure reason>
Description Re-commissioning has failed. The reason is provided.
Re-commissioning will fail if the alarm on the satellite is included in the error
profile of the satellite’s resilience group.
Impact The satellite cannot be used as a standby until re-commissioning succeeds.
Possible Cause Active satellite is not yet operational.

2: Alarms
11xxx - Resilience
Recommended 1. See reason of failure.

Action
2. Check the services on the active satellite.
3. Make sure the active satellite has no active alarms (that are included in
the alarm profile).
11086 Message Resilience agent keep-alive time-out occurred on <IP address> 2
Description The resilience manager did not receive keep-alive notifications from a
resilience agent within the configured timeout period.
Impact A 2N satellite cannot reach its counterpart 2N satellite with the IP address
mentioned in the alarm. If failover is enabled, and the standby satellite
cannot reach the active one, failover will proceed.
Possible Cause A. Resilience services not running
B. Connection between satellite and (resilience manager on) Core Server.
Recommended A. Make sure the Resilience services are running on the satellite.
Action
B. Check network connection:
a. Physical connection (cable)
b. Network configuration, by pinging the Core Server from the satellite,
and vice versa
c. Firewall settings of satellite and Core Server.
11087 Message The user initiated a forced failover on satellite recorder <recorder id> 4
Description This message occurs when the user clicks the ‘force failover’ button for a
host in the resilience hosts page of the Web GUI.
Impact None.
Possible Cause N.A.
Action
11088 Message The configuration is incorrect, failover will not proceed. Reason = 1
<reason>
Description The configuration in the GUI for 2N Satellite Resilience has been found to be
incorrect. The reason is provided.
Impact Failover not possible.
Possible Cause A. See reason.
B. Incorrect configuration.
Recommended A. Depends on reason of failure
Action
B. Check and correct configuration: there must be two satellites per group

2: Alarms
11xxx - Resilience
11089 Error Failover occurred, but the standby satellite recorder <recorder id> is
failed with error <error id>
Description Failover occurred, but the standby satellite recorder <recorder id> is failed
with error <error id>
Impact Failover succeeded, but the standby satellite has an error on it, shown by
the error code. This error is not included in the error profile of the satellite’s
resilience group.
Possible Cause Depends on the error.
Recommended Depends on the error.
Action
11100 Error Remote database link to %s lost, replication not possible until the 3
issue is resolved
Description
Impact No database replication
Possible Cause Network failure.
Recommended Check network connections
Action Check database connection settings
11101 Error Replication run stopped unexpectedly, check replication log for 3
details. (Reason=<reason>)
Description
Impact No database replication
Possible Cause Services are not running
As described in Windows log files
Recommended Check:
Action Services on Monitor Tool
Windows event logs
11102 Message Replication run completed 4
Description For information only.
Impact None.
Possible Cause N.A.
Recommended No action required
Action

2: Alarms
11xxx - Resilience
11103 Warning Calls older than 24 hours and awaiting replication were found by 2N 3
Single Archiving
Description The 2N Single Archiving process is running behind.
The replication process includes calls older than 24 hours. During
replication, this is periodically checked in batches of 1000 calls (approx. one
minute of processing),
The archiving on Core Server 2 has a delay of two days, to give the system
time to remove the redundant calls (already archived by Core Server 1). If
the amount of calls is too high and the system runs behind, all calls are
archived before Core Server 2 can check and, when needed, remove them.
Impact The archive might contain duplicated calls.
Possible Cause A. The 2N Single Archiving process has run for the very first time and there
are historical calls in the system older than 24 hours
B. The 2N Single Archiving process didn't run during the last day
C. Call traffic is higher than the recommended amount and the 2N Single
Archiving process is running behind
Recommended A. None
Action
B. Check the scheduling configuration of 2N Single Archiving
C. Review system load and increase specification of hardware if needed

2: Alarms
GUI Messages
GUI Messages
3 Finger print matches, file is authentic.
Description MD5 fingerprint in call is correct, call is authentic.
Impact
Possible Cause
Recommended
Action
2, 4, 100 - 102 Finger print does not match, file has been changed.
Description MD5 fingerprint in call is not correct, call is not authentic.
Impact
Possible Cause
Recommended
Action
200 - 219 Error reading file.
Description Call wave file could not be found on local medium or archive medium. If the
problem reading the file was unexpected because the call wave file should
have been on a local medium, an error value 210-219 is added to indicate the
exact problem. This value could be passed to the NICE Support Center for
further support.
Impact
Possible Cause
Recommended
Action
220 Invalid encryption key, could not decrypt file.
Description Encryption key defined for the recorder is not the correct key for the call
currently replayed. A PC Replay station could be used to replay this call from
an archive medium.
Impact
Possible Cause
Recommended
Action
The call should be available on one or more of the media with the
following media secure codes.
Description Call available for playback from archive medium. The archive medium
reference (secure code) is given to localize the correct archive medium for
archive replay.
Impact

2: Alarms
GUI Messages
Possible Cause
Recommended
Action

[This page intentionally left blank]
3
Contact Information
3:
FAQs
Consult www.extranice.com for an overview of frequently asked questions.
Contact Information
When encountering any problems during system installation/configuration and/or testing, please refer to:
Your local installation partner
NICE Support Center
E-mail: support@nice.com
Phone:
Global International HQ: + 972 9 775 3800

EMEA, Europe & Middle East: + 44 0 1489 77 1633
Americas, North America: + 1 800 6423 611
APAC, Asia Pacific: + 91 80 307 81700

Contact Information
Version history
Date Version Changes (alarm numbers)
30-09-2015 6.6 6111, 6112, 6113, 6114 - added

PL5 11016, 11036, 11086 - updated description of impact.
31-08-2015 6.6 --
PL4
30-06-2015 6.6 Ch 2, section 'Categories of Error Messages' > 'Type of Message': corrected text of 4th
PL3 bullet (Message).
30-05-2015 6.6 --
PL2
31-03-2015 6.6 Chapter 2: 'Categories of Error Messages' re-structured and re-written.

PL1 Updated CS Alarms: 6100-6103, 6107-6109, 6115-6116
Sections 6xxx and 61xx renamed: brand names left out.
Original document converted to MadCap Flare.
27-02-2015 6.6 Adapted to NICE Trading Recording 6.6

2006 - updated
2007- corrected typo
4026 - added
Updated Alarm types and Severity class of:
4010, 4011, 4012, 4013, 4015, 4016, 4017, 4018, 4019, 4020, 4021, 4022;
11060, 11061, 11062, 11100, 11101, 11102, 11103
‘Assumptions’: removed (Windows) 2003, added 2012
‘Severity Class’: added remark.
19-12-2014 Added 4024 and 4025
31-10-2014 6115, 6116, 6117: updated Impact; 6116 updated Alarm text
30-09-2014 Re-phrased section Type of Message. Added NOTEs on Fusion.

6000 removed.
6001, 6002, 6003, 6004: updated the alarm text, added type.
6005: added type and severity
6006, 6007, 6008,6009, 6010, 6011, 6012: added type
6013, 6014, 6015,6016: added type and severity
31-08-2014 Added 8002
31-07-2014 Added 1018
30-06-2014 --
31-05-2014 11063 (extended description)

Replaced ‘license desk’ by ‘Support Desk’ in:
0008, 0009, 0010, 0013,
8001 Could not find required license…, 8001... valid license…, 8001 …lock item 1…,
8001 …lock item 2…, 8001 Invalid time on license…, 8001 License exceeded…,
8001 Required license found…,
8806, 8825, 8830, 8831, 8833, 8840.

Contact Information

Replaced ‘NDR’ by ‘Fusion’ in: 6012, 6013, 6014, 6015,6016
30-04-2014 Added 6109, 6110, 6115, 6116, 6117, 6118; 11063

Added new category Communication Surveillance
Added new category
31-03-2014 Changed 6007, 6011, 6012
01-03-2014 Changed 8864
Added 8865
01-02-2014 Added 6014, 6015
12-11-2013 Added 3007 and 3008. Removed 0001 and 0007
01-11-2013 8001 - Error - Failed to insert CDR record(s) into temporary database
01-10-2013 Added 4023
15-07-2013 Added 8000 - License exceeded. No more recording channels available
01-06-2013 Added 6013
Added 4015, 4016, 4017, 4018, 4019, 4020, 4021, 4022.
01-05-2013 Added 4009
Added 8810
Added category ‘95xx Satellite Controller’, with alarms 9500, 9501, 9502
01-04-2013 NICE Trading Recording 6.4:

1011 moved from controller service, previous number: 3003
3003 removed
3004 removed
3005 removed
3006 corrected: ‘unexpectedly’
3007 removed
3008 removed
3009 removed
3010 removed
3011 new (copied from 1003)
11070 added
01-03-2013 11102 added
01-02-2013

Contact Information

01-01-2013
01-12-2012 8823, 8824;

Section 6xxx added
07-11-2012 0013, 11061
31-10-2012 Initial release


NICE Trading Recording 6.6 - Alarms Guide (B)

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NICE Trading Recording

NICE Trading Recording

EMEA Region (Europe, Middle East, Africa) APAC Region (Asia/Pacific)

The Americas Region (North, Central, South Israel

International Headquarters-Israel United Kingdom

North America Germany

NICE invites you to join the NICE User Group (NUG).

This manual created by NICE Systems B.V., Alkmaar, The Netherlands

NICE Trading Recording 6.6 -3-

NICE Trading Recording 6.6 -4-

NICE Trading Recording 6.6 -5-

NICE Trading Recording Manuals

When applying Resilience/Redundancy, consult following manuals:

NICE Trading Recording 6.6 -6-

Conventions and Symbols

Important! - for system-critical information

NOTE: - a general remark or reference to another document

TIP: - a reference to other useful information

The ESD symbol indicates when ESD precautions must be taken

NICE Trading Recording 6.6 -7-

General Safety Rules

NICE Trading Recording 6.6 -8-

NICE Trading Recording 6.6 -9-

Categories of Error Messages

NOTE: In Fusion this type of message is called ‘Fatal’.

NOTE: In Fusion this type of message does not occur.

NICE Trading Recording 6.6 - 10 -

NICE Trading Recording 6.6 - 11 -

00xx - Parrot-DSC: API and Card (Recording Service)

Impact Possible recording problem.

NICE Trading Recording 6.6 - 12 -

Possible Cause Most common causes:

NICE Trading Recording 6.6 - 13 -

0005 Alarm Can’t create dat1-files in tmp-directory.

NICE Trading Recording 6.6 - 14 -

0007 Alarm Hardware failure: <hardware error code>. 1

NICE Trading Recording 6.6 - 15 -

NICE Trading Recording 6.6 - 16 -

0013 Warning VoIP unsupported codec: <VoIP codec type>. 3

NICE Trading Recording 6.6 - 17 -

Possible Cause Failing board (VoIP or Parrot-DSC card)

NICE Trading Recording 6.6 - 18 -

10xx - Server Transfer (Database Interface Client)

NICE Trading Recording 6.6 - 19 -

1003 Alarm Database connection error: <Satellite ID>. 2

NICE Trading Recording 6.6 - 20 -

NICE Trading Recording 6.6 - 21 -

NICE Trading Recording 6.6 - 22 -

1012 Alarm Channel <Channel ID> too long Active. 2

NICE Trading Recording 6.6 - 23 -

Possible Cause Incorrect Parrot API configuration.

NICE Trading Recording 6.6 - 24 -

20xx - Satellite → Server Receive (Database Interface Server)

NICE Trading Recording 6.6 - 25 -

Recommended A. Check (in this sequence):

NICE Trading Recording 6.6 - 26 -

Possible Cause See description.

NICE Trading Recording 6.6 - 27 -

Recommended A. Verify if:

NICE Trading Recording 6.6 - 28 -

30xx - Miscellaneous (Controller Service)

NICE Trading Recording 6.6 - 29 -

NICE Trading Recording 6.6 - 30 -