SRT - Site Readiness Via SRT - NIM 4.1 - NP 3.2, 3.5 - 2

Site Readiness Tool 4.1 NICE Interaction Management 4.1 NICE Perform 3.2/3.
Site Readiness via SRT

A Guide for the NICE Project Team
385A1001-01 Rev. A7 October 2012
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Contents
1
Introduction to Site Readiness 8
Whats New in this Release of 4.1? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Scope of this Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Before you Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 Terminology Used in this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 Whos Who in this Guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Overview of the Site Readiness Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 NICE Environments Supported by the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . .16 What Does the SRT Test? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 SRT Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18 SRT Workflow for a Clean Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 SRT Workflow for Maintenance and Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . .20 Tips for Database and Data Mart Clusters . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 Prerequisites for Running the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 SRT Port Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 SRT Limitations in NICE Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
2
SRT for a New Installation 28
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29 Downloading Site Readiness Tool Software . . . . . . . . . . . . . . . . . . . . . . . . . . . .30 Initializing an SRT Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 Defining the Site Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34 How To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35 Configuring Servers and Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5 Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Contents
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37 Clustered Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38 How To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 Defining the Configuration of the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . .43 Defining Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48 Creating the SRT Session, SPC, and ITP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51 Completing the SPC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54 Delivery to the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56 Completing and Delivering the ITP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
A
Additional Features 59
Defining a High-End Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60 Defining an SQL Farm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61 Configuring Multi-Data Centers (MDC). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
B
Creating an SPC for Maintenance or Upgrade 66
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67 Maintenance and Upgrade Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68 What to Send to the Customer before you Run the SRT . . . . . . . . . . . . . . . . . . .71 Running the SRT with an SRT Session from the Customer . . . . . . . . . . . . . . . .72 Modifying the Site Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76 Adding or Removing Components and Servers . . . . . . . . . . . . . . . . . . . . . . . . .79
C
Running the SRT in a Cluster Environment 83
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84 Running SRT in a Cluster Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85 Adding Components and Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Contents
D
Exporting the SRT Site Map 96
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97 Creating an SRT Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98 Exporting the SRT Site Map for NICE Deployment Manager. . . . . . . . . . . . . . .101
E
TDM Logger Firewall Settings 105
1
Introduction to Site Readiness
Site Readiness is the process of preparing a site for NICE System implementation. Preparing a site is a collaboration between you, the NICE Project Team, and the customer. The Site Readiness Tool (SRT) plays a major role in site preparation. Contents
Whats New in this Release of 4.1?................................................................................. 9 Scope of this Guide ........................................................................................................ 10 Before you Begin........................................................................................................ 11 Terminology Used in this Guide.................................................................................... 12 Whos Who in this Guide? .......................................................................................... 14 Overview of the Site Readiness Tool ............................................................................ 15 NICE Environments Supported by the SRT ............................................................... 16 What Does the SRT Test?.......................................................................................... 17 SRT Workflow ................................................................................................................. 18 SRT Workflow for a Clean Installation........................................................................ 19 SRT Workflow for Maintenance and Upgrade............................................................ 20 Tips for Database and Data Mart Clusters .................................................................21 Prerequisites for Running the SRT ............................................................................... 23 SRT Port Usage ......................................................................................................... 26 SRT Limitations in NICE Environments...................................................................... 26
Chapter 1: Introduction to Site Readiness Whats New in this Release of 4.1?
Whats New in this Release of 4.1?

The following changes have been made to the current 4.1.104 release of the Site Readiness Tool:
The Installation Test Plan (ITP) has been redesigned and is generated from within the SRT. Added ability to search and filter the list of servers in the Server & Client Configuration window and in the Tests window. Non-clustered components can be installed on a clustered node.
Chapter 1: Introduction to Site Readiness Scope of this Guide
Scope of this Guide

Who should use this guide?
This guide is intended for the NICE Project Team. The procedures in this guide are to be implemented prior to meeting with the customer. If necessary, the Professional Services Engineer (PSE) can use this guide to run the SRT tests and create the SRT Site Map (.srt) file. For instructions, see Exporting the SRT Site Map on page 96.
What is included in this guide?
This guide describes how to run the Site Readiness Tool (SRT) specifically for the following purposes. Functionality of the SRT that is not relevant for these purposes is not described in this guide. For the NICE Project Team:
Create the SRT Session that you will provide to the customer. Create the Site Prep Checklist (SPC) that you will provide to the customer. Create the Installation Test Plan (ITP) that you will provide to the customer and to the PSE.
What is not included in this guide?

For these additional related procedures: See the following Guides:
Testing connectivity and machine readiness by Preparing your Site for Implementation - A the Customer Guide for the NICE Customer To access this guide, use this link and then expand the Diagnostics and Monitoring heading:
http://www.extranice.com/EIS/CustomerDocume ntation/Pages/UserGuides.aspx
From Release 4.1: Exporting the SRT Site Map NICE Interaction Management Installation (.srt) file required by NICE Deployment Guide Manager To access this guide, use this link and then Note: Although it is mentioned above that this expand the Installation branch: procedure is included in this guide, this is not http://www.extranice.com/EIS/ProductDocument the preferred workflow. ation/NICEInteractionManagement/Pages/default
.aspx
For Releases 3.2 and 3.5: Testing connectivity immediately prior to installation
SRT for NICE Perform 3.2/3.5 - A Guide for the Professional Services Engineer To access this guide, use this link:
http://www.extranice.com/EIS/ProductDocument ation/DiagnosticsandMonitoring/Pages/SiteRead inessTool.aspx
10
Chapter 1: Introduction to Site Readiness Scope of this Guide
For these additional related procedures: (Continued) See the following Guides:
Testing readiness for NICE Sentinel - SRT must See SRT Monitoring Readiness in the Sentinel be run using the NICE Sentinel Services user Installation and Configuration Guide account. Preparing the site for NICE Sentinel - configure the servers being monitored by NICE Sentinel. What is the goal of this guide? 1. Create the SPC that you will need to send to the customer. 2. Create the SRT Session that you will need to send to the customer. 3. Create the ITP that will be used by the PSE to confirm that the site is production ready.
Before you Begin

Before you begin the procedures in this guide, have ready the following:
1. Sales Solution Design 2. NICE Capacity Planner in XML format
11
Chapter 1: Introduction to Site Readiness Terminology Used in this Guide
Terminology Used in this Guide

This guide uses the following acronyms and terms.
Acronym/Term SRT Description Site Readiness Tool. Tests the servers at a site to confirm that requirements were met, and communication between all servers is open. Creates the Site Prep Checklist (SPC) and the Installation Test Plan (ITP). From Release 4.1 only, exports the file required by NICE Deployment Manager. Site Prep Checklist. An Excel workbook created from the SRT. It is a comprehensive checklist of customized requirements for your site. It includes all machine and integration specifications, including space and partition requirements, operating systems, and port accessibility. Specific machine host names and passwords are not part of the SPC. ITP Installation Test Plan. A document containing a list of tests to be performed by the PSE. The purpose of this document is to ensure that the NICE Interaction Management 4.1 solution is production ready. NICE Deployment Manager. From Release 4.x and up only. This is the application that installs and configures NICE Interactions Management on the servers. NICE Deployment Manager requires the Site Map (SRT file) that is exported from SRT. An XML file that is created during the initial SRT run and used in all subsequent SRT runs. During each SRT run, additional information is added to the SRT Session file, until it contains all of the information needed for a final, and successful run of the SRT. In a clean installation, the initial SRT session is created by the NICE Project Team. For maintenance, upgrades, or troubleshooting, the initial SRT session is created by the Customer. SRT Server Target Machine The machine where the SRT application is run. Any machine that is being tested by the SRT. The SRT Server must have full access to all Target Machines.
SPC
NDM
SRT Session
12
Acronym/Term Inventory File

NDM.DB
Description From Release 4.x and up only. The Inventory file is a Site Map that is created by NICE Deployment Manager. In maintenance mode only, if the customer cannot connect to the site to create an SRT session as a base for maintenance, the NICE Project Team can alternatively create an SRT session using the latest Inventory file as a base. The Inventory file is located on the machine where NICE Deployment Manager is installed. The NICE Project Team must acquire the Inventory file from the customer. Inventory file location is as follows:
Microsoft Windows Server 2008: C:\Users\<installation user>\AppData\Local\NICE Perform Setup Microsoft Windows Server 2003: C:\Documents and Settings\<installation user>\Local Settings\Application Data\NICE Perform Setup
The latest Inventory file is always named NDM.DB. Earlier Inventory files are saved as backup. They are identifiable by their time stamp.
13
Whos Who in this Guide?

This guide refers to the following roles as part of the preparation and implementation process of your NICE System.
Role Customer NICE Project Team Description The customer is the organization that purchased a NICE System. The NICE Project Team refers to the Project Manager (PM), Subject Matter Expert (SME), or Delivery Solution Architect (DSA). The NICE Project Team runs the SRT to create the SPC. In this guide, NICE Project Team depicts the PM, SME and DSA. PSE Professional Services Engineer or Field Engineer The Professional Services Engineer (PSE) or Field Engineer, upon arriving at a site, runs the SRT to verify server readiness and ensure that nothing changed since the last SRT run. The PSE then runs NICE Deployment Manager to install and configure the NICE System on the customers servers. In this guide, PSE will be used to depict the Field Engineer as well. CSE Client Support Engineer The CSE runs the SRT in troubleshooting mode as part of handling service requests.
14
Chapter 1: Introduction to Site Readiness Overview of the Site Readiness Tool
Overview of the Site Readiness Tool

The Site Readiness Tool (SRT) is run in stages to do the following:
1. Create a comprehensive checklist of requirements, including hardware, software, network, partitioning, and CTI requirements. This is the SPC that is given to the customer.
This is the goal of this guide.

2. Create the Installation Test Plan (ITP). This is a comprehensive list of tests that must be
completed by the PSE in order to sign-off on completing the installation and to ensure that the NICE Interaction Management 4.1 solution is production ready.
3. Test all machines to ensure that requirements were met and communication between the
machines is open. This allows for a smooth installation and can avoid costly delays. This should be done by the customer and is described in Preparing Your Site for Implementation, the guide which you supply to the customer.
4. From Release 4.1: Export the SRT Site Map (.srt) file. This file contains server distribution
and machine host names for import into NICE Deployment Manager. This file is mandatory for Release 4.1 and higher. It must be created within 24 hours prior to starting NICE Deployment Manager. This procedure is described in NICE Interaction Management Installation Guide.
IMPORTANT The SRT Session and SPC that you create contain the core information of the package. These will affect the entire project delivery.
You, as the initiator of this project, will do the following:
Download the latest SRT and run it on your machine to create a new session. Define the Applications Package and all machines according to the Sales Solution Design. From Release 4.1: Import the NICE Capacity Planner into the SRT. Export the Site Prep Checklist (SPC) from the SRT. Export the Installation Test Plan (ITP) from the SRT. Send the customer the following:
a. The SRT Session after you run the SRT. b. The SPC. c. The following link, enabling the customer to download the SRT application.
http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Form s/By%20Tool%20Type.aspx
d. Preparing Your Site for Implementation - this is a short document that instructs the
customer on how to work with the SPC and how to run the SRT. You should review the contents of this guide before sending it to the customer. Use this link to access the guide and then expand the Diagnostics and Monitoring heading:
http://www.extranice.com/EIS/CustomerDocumentation/Pages/UserGuides.aspx
15
Tips for when presenting to the customer
Stress to the customer the importance of their role in running the SRT. Use the following points as a guide:
Running the SRT ensures that all servers are prepared and ready when the PSE arrives to install the NICE System. This will avoid delays in installation and be cost-efficient. The SRT provides the customer with a sense of control and ownership, hence a vested interest in the outcome of the installation. The customer must use the SRT Session provided. This will pre-populate the SRT with data specific to the customer. The customer needs only to add server host names and credentials, and then test connectivity. Time spent running the SRT is minimal. Having the customer prepare the site and run the SRT enables the customer to retain control of their system and avoid giving you, or the PSE, remote access to their servers. For sites with strict access policies, this is a significant benefit.
NICE Environments Supported by the SRT

Version 4.1 of the Site Readiness Tool (SRT) is applicable when installing, maintaining, or upgrading to the following releases:
NICE Interaction Management 4.1 - Running the SRT is mandatory prior to this installation NICE Perform 3.5 NICE Perform 3.2
The SRT determines prerequisites according to the following guidelines: Certified Servers Guide Design Considerations Guide Sales Solution Design NICE Capacity Planner (Release 4.1 only)
16
What Does the SRT Test?

The SRT verifies the prerequisites required for successfully installing NICE Perform/NICE Interaction Management Servers and Clients and/or upgrading or expanding NICE Perform/NICE Interaction Management Servers. Following is a list of the requirements that the SRT tests:
Network Requirements - Tests that all the necessary ports for NICE Perform/NICE
Interaction Management are available for use and that all network transport paths between the site components are free.
Hardware Requirements - Tests that the network interface, CPU, memory, the system
manufacturer, model, and additional hardware components are compatible with the requirements of the Certified Servers Guide and Design Considerations Guide.
Software Requirements - Tests that all the required software components are installed and
configured according to the requirements of the Certified Servers Guide. Example: When performing the Operating System Version test, the SRT verifies that the operating system installed on the tested machine matches one of the operating systems certified for that machine according to its configuration in the SRT (that is, for the deployment software package and for the components selected for each machine, according to the Certified Servers Guide).
Partitioning Requirements - Tests that the physical drive, array, partition and size, meet the
requirements in the Certified Servers Guide. See the Certified Servers Guide for further details.
Integration Readiness Requirements - Tests Integration functionality for various major
integrations. These tests include Integration server connectivity, device monitor and intrude commands, etc.
Security Requirements - Validates that the system security is configured to comply with the
requirements in Best Practices for Third Party Software. Example: This test validates that a User account for NICE Services is configured on the system and with the privileges necessary to access the registry or certain folders, and so on.
17
Chapter 1: Introduction to Site Readiness SRT Workflow
SRT Workflow
The following workflow depicts preparing a site using the SRT. For Maintenance and Upgrade, a discovery task is run by the customer, using the SRT to initiate the SRT Session. This SRT Session is given to the NICE Project Team. Then this flow begins. For additional information, see one of the following:
SRT Workflow for a Clean Installation on page 19 SRT Workflow for Maintenance and Upgrade on page 20 Tips for Database and Data Mart Clusters on page 21
1. Run SRT to create the SRT Session, SPC, and ITP according to Site Design 2. Save the SRT Session as an XML file and the SPC and ITP as Excel workbooks 3. Send the SRT Session, SPC, SRT application, and a link to the Education Portal to the Customer
NICE Project Team
Customer
4. Following the SPC, prepare the site
5. Run the SRT using the SRT Session to test the system and generate reports
6. Send the updated SRT Session, Reports, and signed SPC to the NICE Project Team
NICE Project Team
8. Advise Customer on corrective actions
SRT results questionable
7. Discuss SRT results with Professional Services Engineer for approval
SRT results approved
Professional Services Engineer
9. Arrive at site and run SRT to confirm readiness and export the SRT Site Map
10. Perform the installation via NICE Deployment Manager (NDM)
11. Test the system according to the ITP
18
SRT Workflow for a Clean Installation

The following workflow depicts the flow for preparing a site using the Site Readiness Tool.
Table 1-1: SRT Workflow for a Clean Installation Who runs the SRT? 1. NICE Project Team What is the purpose of running the SRT? The NICE Project Team runs the SRT to initiate the SRT Session and create a Site Prep Checklist (SPC) and Installation Test Plan (ITP). After reviewing the SPC and ITP, the SRT Session and SPC are sent to the customer. The ITP is sent to the PSE. For details, see SRT for a New Installation on page 28. When there are clustered servers other than the database and data mart servers, see Running the SRT in a Cluster Environment on page 83. 2. Customer The customer receives the SRT Session and SPC from the NICE Project Team. The customer follows the instructions in the SPC and prepares the machines at the site. Once the customer has prepared all of the machines, the customer runs the SRT with the SRT Session, adding machine host names, usernames, and passwords when requested. The SRT tests connectivity to all machines, confirms communication between the machines, and verifies that all requirements were met. A report is produced which shows that all requirements from the SPC were met successfully. The customer returns the final SRT Session, the signed SPC, and the SRT report to the NICE Project Team. For details, see the Preparing Your Site for Implementation Guide. 3. NICE Project Team The NICE Project Team reviews the SRT results. If corrective actions are required, then the NICE Project Team advises the Customer on actions to take. If the SRT results are successful, then the NICE Project Team contacts the PSE to begin installation. The PSE must acquire the final SRT Session and the ITP from the NICE Project Team. Upon arriving at the site, the PSE must verify that the site has remained stable since the customer last ran the SRT. The PSE uses the final SRT Session to run the SRT and reconfirm readiness immediately prior to beginning the installation process. From Release 4.1 and above, the PSE runs the SRT to export the SRT Site Map (.srt) file required to run NICE Deployment Manager (NDM). The SRT Site Map must be created not more than 24 hours prior to starting the NDM. For details, see: 4.x sites: NICE Interaction Management Installation Guide 3.x sites: SRT for NICE Perform 3.2/3.5
4. PSE
19
SRT Workflow for Maintenance and Upgrade

The following workflow depicts the flow for using the Site Readiness Tool when preparing for maintenance or for upgrade.
Table 1-2: SRT Workflow for Maintenance and Upgrade Who runs the SRT? 1. Customer What is the purpose of running the SRT? The customer runs the SRT for discovery in Maintenance or Upgrade mode. This initiates the SRT Session. The SRT Session is an XML file which is used in all subsequent SRT runs. The SRT polls all of the servers connected to the site, adding all the discovered information to the SRT Session. The customer then forwards this SRT Session to the NICE Project Team. For details, see the Preparing Your Site for Implementation Guide. TIP: Alternatively, in 4.x sites for maintenance only, if the customer cannot connect to the site, the customer can send the latest NDM.DB Inventory file in place of an SRT Session. The Inventory file is located on the machine where NICE Deployment Manager ran. Inventory file location is as follows:
Microsoft Windows Server 2008: C:\Users\<installation user>\AppData\Local\NICE Perform Setup Microsoft Windows Server 2003: C:\Documents and Settings\<installation user>\Local Settings\Application Data\NICE Perform Setup
2. NICE Project Team
NOTE: For release 4.x and up, for maintenance only, if the customer sent an NDM.DB Inventory file in place of an SRT Session, you must use the Inventory file. The NICE Project Team runs the SRT using the SRT Session that was created by the customer in order to prepare for one or more of the following changes in the customers site:
Add new Servers Add components to existing Servers Remove Servers Uninstall components from existing Servers Replace faulty Servers Move components from one Server to another existing Server, without adding or removing any Servers Move components from an existing Server to a new Server
As a result of this SRT update, the NICE Project Team creates a new Site Prep Checklist (SPC) and Installation Test Plan (ITP). The SRT Session is updated. All are sent to the customer. See Creating an SPC for Maintenance or Upgrade on page 66.
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Table 1-2: SRT Workflow for Maintenance and Upgrade (Continued) Who runs the SRT? 3. Customer What is the purpose of running the SRT? The customer receives the SPC and SRT Session from the NICE Project Team. The customer follows the instructions in the SPC and prepares the machines at the site. Once the customer has prepared all of the machines, the customer runs the SRT with the SRT Session, adding machine host names, usernames, and passwords when requested. The SRT tests connectivity to all machines, confirms communication between the machines, and verifies that all requirements were met. A report is produced which shows that all requirements from the SPC were met successfully. The customer returns the final SRT Session, the signed SPC, and the SRT report to the NICE Project Team. For details, see the Preparing Your Site for Implementation Guide. 4. NICE Project Team The NICE Project Team reviews the SRT results. If corrective actions are required, then the NICE Project Team advises the Customer on actions to take. If the SRT result are successful, then the NICE Project Team contacts the PSE to begin installation. The PSE must acquire the final SRT Session and ITP from the NICE Project Team. Upon arriving at the site, the PSE must verify that the site has remained stable since the customer last ran the SRT. The PSE uses the final SRT Session to run the SRT and reconfirm readiness immediately prior to beginning the installation process. From Release 4.1 and above, the PSE runs the SRT to export the SRT Site Map (.srt) file required to run NICE Deployment Manager (NDM). The SRT Site Map must be created not more than 24 hours prior to starting the NDM. For details, see: 4.x sites: NICE Interaction Management Installation Guide 3.x sites: SRT for NICE Perform 3.2/3.5
5. PSE
Tips for Database and Data Mart Clusters

If the customer has only the databases or data mart on a cluster and not any other components, do not use the standard cluster procedure. Instead, follow the standard procedure, with the following changes (these changes also appear within the procedure):
1. In the Environment step, do not select Cluster. Select SQL Farm. 2. In the Server & Configuration step, add one server for each cluster (not two). 3. For the server defined for the cluster, select the Database and/or Data Mart component
installed on the cluster.
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EXAMPLE: If the database and data mart are installed on the same cluster, add one machine
and select both database and data mart. If the database and data mart are installed on separated clusters, add two machines and select database for one machine and data mart for the other.
4. When the customer runs the SRT, make sure that the customer enters the SQL Cluster Group Virtual Name in the Display Name field for the cluster server, not the host name.
If the customer has either the databases or data mart on a cluster, and other clustered components, such as the Applications Server, use the procedure in Running SRT in a Cluster Environment on page 85. Instruction for both types of clusters are included in this procedure.
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Chapter 1: Introduction to Site Readiness Prerequisites for Running the SRT
Prerequisites for Running the SRT

In order to ensure that the installation process runs smoothly, please verify that the following are on each machine at your site, including the machine that runs the SRT.
Microsoft Software and Components
Microsoft .NET Framework Version 3.5, Service Pack 1 or higher. Microsoft Windows Management Instrumentation (WMI) as described in the Site Prep Checklist (SPC). To create the SPC or ITP, you must have Microsoft Excel 2007 or higher installed on your machine. To create the ITP, Trust access to the VBA project object model must be enabled in the Excel settings on the SRT machine.
TIP: To locate, open the Excel Options, and select Trust Center > Trust Center Settings. Then select Macro Settings.
Disable the User Account Control (UAC). For details, see Security Issues for Microsoft Operating Systems in the NICE Interaction Management Installation Guide.
User Accounts and Permissions
The user account you use to log in to the SRT Server must have administrative privileges. If the machine is part of a domain, you must use a domain user account with administrative privileges for this machine. Examples: local user account: johns domain user: DomainName\johns
The following user accounts must be created in accordance with the Site Prep Checklist:
NICE Administrator login user - the user account for NICE administrator login. SQL Services user - The user account for SQL services.
NICE implementation requires specific settings for the User Rights Assignment for the Windows accounts used for the installation.
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The Security Settings for the Replace a process-level token must be set to LOCAL SERVICE, NETWORK SERVICE.
TIP: To verify User Rights, do the following: a. From the Start menu, open the Run window and enter secpol.msc. Click OK. b. In the Local Security Policy window, expand the Security Settings tree. Then expand Local Policies and select User Rights Assignment. c. In the right-hand pane, scroll down to Replace a process-level token and confirm that its Security Setting is LOCAL SERVICE, NETWORK SERVICE. d. Close the Local Security Policy window.
(Windows XP Operating System only) The User Rights Assignment for Network access: Sharing and security model for local accounts must be set to Classic. To verify User Rights, see the TIP box above.
NICE implementation requires specific settings for the Security Options for the Windows accounts used for the installation.
(Windows 2008 Operating System only) In order to export the Site Map (.srt file), the Security Options for System cryptography: Use FIPS compliant algorithms for encryption, hashing, and signing must be set to Disabled.
TIP: To verify Security Options, do the following: a. From the Start menu, open the Run window and enter secpol.msc. Click OK. b. In the Local Security Policy window, expand the Security Settings tree. Then expand Local Policies and select Security Options. c. In the right-hand pane, scroll down to the indicated option. d. Close the Local Security Policy window. Network Sharing and Ports Requirements
The following requirements must be met when testing connectivity.
Drive C:\ must exist on the SRT machine and each SRT target machine. The C$ administrative share must not be blocked on any of the SRT target machines. Relevant Microsoft reference: http://support.microsoft.com/kb/954422. If a firewall is applied on your site, it must be configured so that the ports specified in the SRT Port Usage section below are free for SRT communication, or that the firewall is switched off. (Release 4.1, Cluster environments only) To allow successful functionality of the Microsoft Cluster Name (cluster virtual name) and IP availability tests defined in the Clustering window, a firewall must be disabled and network discovery must be enabled on all the machines defined in the SRT.
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Additional Requirements
The following requirements must be met when testing connectivity.
If you are adding the Customer Entity Database component for Web Analyzer, the Capacity Planner must be Version 1.8.1 or higher. To install Voice Biometrics servers for Contact Center Fraud Prevention, the Capacity Planner must be Version 2.0 or higher. The SRT has the capability to verify that CTI integration requirements are suitable for NICE. Some CTI integrations, such as Avaya TSAPI, require the installation of third party software. Verify with the sites IT personnel that all necessary CTI software has been installed on the relevant machines. If any of your machines are installed with antivirus software, we have found that this can affect the operation of the SRT. Therefore, please configure your antivirus as an exception, not to scan C:\$SRT$TMP\* Please be aware that during NICE implementation, Hardening, must be turned off. Please turn off Hardening before the NICE Team arrives to deploy your NICE System. Hardening can be turned back on after NICE implementation is complete. If this is not allowed at your site, please contact your NICE Project Team prior to NICE implementation. For details, see TDM Logger Firewall Settings on page 63.
Security Issues for Microsoft Operating Systems IMPORTANT These prerequisites apply to the SRT Server, and to all machines being tested by the SRT.
The following requirements must be met when testing connectivity. User Account Control (UAC) security feature may affect the ability of NICE applications to access remote machines running with Windows Vista, Windows 7, or Windows 2008 operating systems. NICE requires the UAC to be disabled during the deployment phase in order for NICE to install the required agents on the target machines via remote access. If not, then the installation may fail. If you are working in an environment where UAC remote restrictions have been configured on the target machines, in order to enable remote agent installation, perform one of the following actions:
Disable the UAC remote restrictions on each target machine (this is performed by the customers IT personnel, and must be requested specifically). Ensure that the user defined for each machine in the SRT Server & Client Configuration window has administrator access rights. Perform the manual procedure described in the following Microsoft article for each target machine (note that this requires changing the registry key): http://support.microsoft.com/kb/951016 (Description of User Account Control and remote restrictions in Windows Vista)
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SRT Port Usage

The following ports must be opened for bi-directional traffic while running the SRT.
Table 1-3: SRT Port Usage
From Server SRT Each SRT Agent SRT To Server Each SRT Agent SRT NICE Database Server/SQL Server Each SRT Agent Each SRT Agent Protocol TCP TCP TCP Port 8085 8086 1433 Authentication No No SQL / Windows Description Control and Keep-Alive Keep-Alive Database data for self discovery.
SRT SRT
TCP TCP
135 1024 65535
DCOM DCOM
RPC endpoint - WMI queries RPC dynamic ports. Note: Dynamic ports are Microsoft standard and the range is by default. For more information, see the Microsoft article about configuring RPC dynamic port allocation.
SRT
SRT Agent
TCP
445
No
SMB over TCP. The Server Message Block (SMB) protocol is used, among other things, for file sharing
SRT Limitations in NICE Environments

Limitation User Implications
The SRT cannot run on an Encrypted File System (Windows EFS).
The user can do one of the following:
Change the current folder properties so that it cannot be encrypted. Launch the SRT from a different machine.
Site Maps exported from version 4.1.100 and higher are not backward compatible with previous versions of NICE Deployment Manager 4.1.8 or lower. The SRT does not support SmartCenter. Testing of RAID units is not supported.
When running NICE Deployment Manager 4.1.100 or higher, the Site Map must be exported from SRT 4.1.100 or higher. SmartCenter must be installed separately. See the Integration with SmartCenter Guide. The SRT does not verify RAID and array requirements as specified in the Certified Servers Guide. The user must manually re-enter the parameters of the previous saved session.
The SRT does not support loading saved SRT sessions from previous versions.
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Limitation (Continued)
User Implications
The SRT does not support multiple instances of the same CTI on one server (for example, hot standby). CTI devices are not saved in the SRT session.
The user must test each CTI instance separately. When reloading an SRT session, the user must re-specify the CTI details.
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2
SRT for a New Installation
This section is intended for the NICE Project Team beginning the SRT process. PSEs should refer to Exporting the SRT Site Map on page 96. This section describes the process for running the SRT for the first time. The first time that the SRT is run, an SRT Session is created. The SRT Session is the file that is passed to each stage until all information is complete. This is generally done by the NICE Project Team, using the NICE Capacity Planner and the Sales Solution Design to start the process. This can run off-site. At the end of this process, you send the following files to the customer:
SRT Session Site Prep Checklist (SPC)
For Release 4.1 only, a new Installation Test Plan (ITP) is created.
NOTE: To export the SRT Site Map (.srt) file required by NICE Deployment Manager, you must have connectivity to all machines.
Contents
Preparing to Run the SRT ..............................................................................................29 Downloading Site Readiness Tool Software ................................................................ 30 Initializing an SRT Session ............................................................................................ 31 Defining the Site Environment ...................................................................................... 34 Configuring Servers and Clients................................................................................... 37 Defining the Configuration of the Installation.............................................................. 43 Defining Integrations...................................................................................................... 48 Creating the SRT Session, SPC, and ITP ..................................................................... 51 Completing the SPC ....................................................................................................... 54 Delivery to the Customer ............................................................................................... 56 Completing and Delivering the ITP ............................................................................... 57
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Chapter 2: SRT for a New Installation Preparing to Run the SRT
Preparing to Run the SRT

In this section, the SRT is run in New Site Mode to create a new SRT Session.
Who runs the SRT? What is the purpose of this run?
NICE Project Team Create the Site Prep Checklist (SPC) Create the Installation Test Plan (ITP) Initiate the SRT Session that will be sent to the customer
Where is the SRT run?
On any machine or laptop that meets the requirements in Prerequisites for Running the SRT on page 23. This machine does not need to be connected to the NICE Servers. It requires internet connectivity only to download the SRT software. Once the SRT software is downloaded, this machine does not need internet connectivity.
TIP: You might want to retain access to the Certified
Servers Guide and Design Consideration Guide while running the SRT. If you are disconnecting from the internet to run the SRT, first download these documents.
Important to know
The SRT Session can be saved at any time, during any of the steps. You can reopen the same session to continue, or make changes as needed.
What to prepare before beginning
For Release 4.1 and higher: NICE Capacity Planner in XML format
Tips for Working with the SRT
You can save the current session as often as you like. To continue a session after closing the SRT, start the SRT again and load the SRT Session in Initializing an SRT Session on page 31. To make a single change in an SRT Session, load the session, then click Next until you reach the required step. You cannot change the Application Package in an SRT Session. To change the Application Package, you must start a new session and re-enter all the information. In each step of the SRT, the Next button is only activated after you have completed all the relevant information. Only then can you move on to the next step.
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Chapter 2: SRT for a New Installation Downloading Site Readiness Tool Software
Downloading Site Readiness Tool Software

The Site Readiness Tool (SRT) can be downloaded from ExtraNICE or from the NICE Software Download Center. Always download the latest version. The SRT does not require installation. This guide is applicable for versions 4.1 and above.
IMPORTANT You must unzip the Site Readiness Tool folder. Running the SRT from an encrypted file system folder (EFS) will fail.
To download the Site Readiness Tool software: 1. Confirm that your machine meets the requirements in Prerequisites for Running the SRT
on page 23.
2. Navigate to the Site Readiness Tool folder on ExtraNICE:
http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B y%20Tool%20Type.aspx
3. Select the latest Site Readiness Tool zip file. 4. Download and extract the Site Readiness Tool zip file to the designated machine. 5. Continue with Initializing an SRT Session on page 31.
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Chapter 2: SRT for a New Installation Initializing an SRT Session
Initializing an SRT Session

Throughout the SRT application, information icons appear tips, click one of these icons.
To prepare the SRT for initial setup: 1. Open the Site Readiness Tool folder and double-click SRT.exe. NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft Windows 2008, then when you start SRT.exe, a UAC warning window appears. Click Yes to run as Administrator.
. To see additional information and
The Site Readiness Tool wizard starts.

Figure 2-1 Site Readiness Tool - Welcome Window
2. Click Next.
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The Start window appears.

Figure 2-2 Start Window
TIP: To undo changes and return the SRT Session to the state when it was last saved, click Back until you reach the Start window. Then select Reload Session and click Next. 3. Select an option as follows:
If this is the first SRT run, select Start a new session. Then click Next. If you began a session and want to continue it, select Load previously saved session and click Browse select the saved SRT Session. Then click Next. To change the Application Package, you must create a new session: Select Start a new session. Then click Next.
The Company and Customer Point of Contact Information window appears.

Figure 2-3 Company and Customer Point of Contact Information Window
The Company Name and Site are part of the SRT Session file name
The Company Name is part of the SPC file name
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TIP: Once you have saved the file, if you make changes to the Company Name or Site, the
original file name remains unchanged.

4. The Company and Customer Point of Contact Information appears in the Session Summary
Reports and is seen in NICE Deployment Manager by the PSE. Complete this information. Then click Next. The Work Mode window appears.
Figure 2-4 Work Mode Window
If this is not a new Session, this window will be read-only. To change the Product or Release, you must start a new session.
5. In the Work Mode area, select New Site. 6. In the Target Product & Release area, select the Product and Release being installed. 7. Click Next.
The Environment window appears.

8. Continue with Defining the Site Environment on page 34.
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Chapter 2: SRT for a New Installation Defining the Site Environment
Defining the Site Environment

Overview
In the Environment window, define the Applications Package and relevant parameters. This window is enabled only for a new session. When you select an Applications Package, basic servers and components, according to the Design Considerations Guide, are predefined for the configuration you selected. You need only to add the extras, such as Loggers and Workstations.
IMPORTANT The Environment window contains the core information of the package. The information in this step is used to produce the Site Prep Checklist and will affect the entire project delivery. Use the Sale Solution Design that you received from the Sales Hand-over meeting to complete this step. If you are unsure about any of the options, consult with Sales before proceeding. The Applications Package must be identical to the Applications Package selected in the NICE Capacity Planner.
Figure 2-5 Environment Window
If you save the session and close the SRT, you cannot change the Applications Package. In a reloaded session, it will be read-only. Selecting an Applications Package has the added value of predefining the required servers and components. In the Add-On Features section, when you select a feature, the relevant components will become enabled in the next window, allowing you to add them to a server. In some instances, a component will be preselected.
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EXAMPLE: You select the Add-On Playback to Extension. In the Components list, Telephony
Services becomes enabled on each server where it is viable to install it. It will be preselected on one of these servers. For details see the Certified Servers Guide and the Design Considerations Guide.
How To
To define the sites environment: 1. In the Environment window, select the Applications Package of the NICE System to be
installed according to the site installation plan. This must be the same package that was defined in the NICE Capacity Planner. Deployment options and Add-On Features change according to the Applications Package selected.
Figure 2-6 Environment Window
2. Select the correct Deployment. 3. In a Multi Data Hub site, if you are preparing a secondary site, then in the Data Hub type area, select Secondary. 4. In the list of Add-On Features, add or remove features as needed. Selecting an Add-On
results in one of the following actions:
A Server with the relevant components is added. The relevant components are added to an existing Server. The relevant components are enabled for one or more Servers; you must make the selection in the next window.
35
NOTE: You can view all Servers/Components and make changes in the next step, the Server & Client Configuration window. You can click back and forth between these two windows as needed. 5. Optional: If required by your environment, define one or more of the following:
From Release 4.1 only: TIP: If the Customer installed the SQL server in a cluster, then define an SQL Farm.
Defining a High-End Database on page 60 (Distributed deployments only) Defining an SQL Farm on page 61 (Semi-Distributed and Distributed deployments only) Configuring Multi-Data Centers (MDC) on page 62
Releases 3.2 and 3.5, Distributed Deployment only:
Defining a High-End Database on page 60
6. Click Next. 7. Continue with Configuring Servers and Clients on page 37.
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Chapter 2: SRT for a New Installation Configuring Servers and Clients
Configuring Servers and Clients

Overview
The Server & Client Configuration window is to be completed by the NICE Project Team.
Figure 2-7 Server & Client Configuration Window - Servers Tab
The customer will see this window and will be able to edit it, but should only add Machine details. In this window you define which components will be installed on each of the machines.
IMPORTANT According to the Add-On packages selected, some components on pre-selected on each server, and some are just enabled for you to select. It is imperative that you review the components list for each server carefully. BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing Client workstations is not mandatory for creating a successful SRT Site Map for NICE Deployment Manager. However, testing Client workstations can help forestall service calls once you and the PSE have completed your tasks. Test one of each type of machine, such as machine set up for a supervisor, one machine set up for an agent with ScreenAgent, etc.
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Clustered Components
The following components can be installed as clustered or as non-clustered components:
Applications Suite Databases Data Mart Interactions Center Insight-to-Impact Connect Reporter
The following components can never be installed as clustered components. They are referred to as non-clustered components. They can be installed on a cluster node:
Media Adapter Media Collection Server NICE Deployment Manager NICE High Availability Manager NICE Screen Logger PO Database Storage Center
Telephony Services VoIP Logger Primary VRSP 32-bit Primary VRSP 64-bit Secondary VRSP 32-bit Secondary VRSP 64-bit
Guidelines for Installing Non-Clustered Components on a Cluster Node
Use these guidelines when installing additional components on a cluster node:
A component that can be clustered cannot be installed as a non-clustered component on a cluster node.
EXAMPLE: The Interactions Center is installed on a cluster. The Applications Suite cannot be
installed on an Interactions Center node.
A non-clustered component can be installed on a cluster node together with a clustered component.
EXAMPLE: The Interactions Center is installed on a cluster. The Storage Center can be
installed on an Interactions Center node.
A component that must be installed on a dedicated server cannot be installed on a cluster node.
EXAMPLE: The Text Mining Server cannot be installed on a cluster node.
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How To
To configure servers and clients: 1. In the Server & Client Configuration window, select the Servers tab.
Figure 2-8 Server & Client Configuration Window - Servers Tab
Servers and Clients tabs
The list of Components varies according to the Product and Release
TIP: To filter the list of servers, enter text in the search box and then press Enter or click the Filter list and select Basic. To clear the filter, select None.
The search box is case-sensitive!
On the Servers tab, default machines appear with appropriate Display names. The number and types of default machines is dependant upon the Applications Package, Deployment Option, and Add-On Packages selected. Each default machine has predefined components selected. Optional components, relevant for the machine selected, are available for you to select.
EXAMPLE: The default Semi-Distributed NIM server has the Applications Suite and
Interactions Center preselected. You can optionally remove the Interactions Center or add NICE Storage Streaming, Video Logger, ...
2. For each server on the Servers tab, do the following: a. If the required components in the Components area are not enabled, click Back and review the Applications Package and the Deployment. Select Add-On Features if
required.
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NOTE: If you go back to select additional Add-On Features, when you return to the Server & Client Configuration window, click the server to see the changes. b. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host name. Actual host names will be added by the customer. Each machine must have a different dummy host name. If the Display Name is blank, enter a Display Name. Note
that since you may later want to filter this list, give groups of servers similar Display Names.
TIP: If the customer is currently installing a standard NICE site with plans to later expand to an MDC site (MDC Ready), the servers can be prepared now:
Instruct the customer to enter the DNS alias name in the IP Address/Host Name field instead of the Host Name of the machine. Sample DNS alias name: server.nice.com If the Data Mart is installed on a cluster, then it is recommended to install the Reporter on the same server as the Applications Suite. This will be the requirement when the site is expanded from a standard NICE site to an MDC site.
c. In the Components section, some components are preselected and cannot be changed.
You can add/remove any of the available optional components for installation on this machine. The list of available components varies according to the Product and Release being defined.
NOTE: Before installing components on a cluster node, see Clustered Components on page 38. 3. Repeat Step 2 for each server on the Servers tab. 4. To add more servers, such as Loggers, do the following:
Figure 2-9 Adding Servers
Add Server Add Unified Recorder
For each additional server, click Add and define as described in Step 2. For each Unified Recorder, click Add Unified Recorder and define as described in Step 2.
5. To remove a server, select the server and click Remove Server. 6. If the customer has either the databases or data mart on a cluster, add one server for each cluster (not two). Then select the Database and/or Data Mart component installed on the cluster. When the customer runs the SRT, make sure that the customer enters the SQL Cluster Group Virtual Name in the Display Name field for the machine, not the host name. EXAMPLE: If the database and data mart are installed on the same cluster, add one machine
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7. For Release 4.1 and higher: NICE Deployment Manager (NDM) must be installed on either
the NICE Sentinel Server, the Applications Suite Server, or on a Dedicated Server. Confirm that it is selected on a server. By default, NICE Deployment Manager is selected on the server were NICE Sentinel is installed. To select it for a different server, first deselect it from the NICE Sentinel Server. Then it will become enabled for the other servers. BEST PRACTICE
Install the NICE Deployment Manager on the Sentinel Server. NICE Deployment
Manager is used for Update Pack installation and Maintenance, and should reside on-site.
8. Click the Clients tab.
Figure 2-10 Clients Tab
NICE Deployment Manager does not connect to, or install Client workstations. Testing Client workstations is not mandatory for creating a successful SRT Site Map for NICE Deployment Manager. However, testing Client workstations can help forestall service calls once you and the PSE have completed your tasks.
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It is highly recommended that while running the SRT, the customer connects to, and tests one of each type of machine, such as machine set up for a supervisor, one machine set up for an agent with ScreenAgent, etc. Add these machines for testing to the SRT Session now.
9. To add a Client workstation do the following: a. Click Add.
An Unknown Client Server is added to the list.

Figure 2-11 Adding Clients
Add
b. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host name. Actual host names will be added by the customer. Each machine must have a
different dummy host name. Enter an identifying Display Name, such as Supervisor Workstation, or Agent Workstation.
c. In the Components section, select the components that will eventually be installed on the
machine. This will cause SRT to test the machine for prerequisites. It will not cause the component to be installed.
NOTE: The list of available components varies according to the Product and Release being defined. EXAMPLE: On a machine being tested for the ability to function as an Agent workstation,
select Recording on Demand. On a machine being tested for the ability to function as a Supervisor workstation, select NICE Interaction Management Applications Desktop.
d. Repeat Step 9 for each Client Workstation. 10. Review all Server/Component selections carefully. Make sure they are aligned with the Sales Solution Design. 11. Click Save to save the SRT Session. 12. Since you are not connected to the site, there is no need to test connectivity. Click Next. 13. Since you entered only dummy addresses, you will receive a connectivity warning message. Click OK.
Figure 2-12 Connectivity Warning
14. Continue with Defining the Configuration of the Installation on page 43.
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Chapter 2: SRT for a New Installation Defining the Configuration of the Installation
Defining the Configuration of the Installation

NOTE: In Maintenance or Upgrade mode, some fields are read-only. Other fields might be pre-filled from discovery, and open for editing. Still other fields will require data entry.
Figure 2-13 Installation Configuration Window
In the Installation Configuration window, you will do the following:
Select the type of Applications Suite being installed. If you are connected to the machine that will host the SQL Server, and the SQL Server was preinstalled, you can define the SQL Server Instances. Note: The SQL Server is generally installed as part of the NICE installation process. Some customers acquire their own licenses and provide a machine with a preinstalled SQL Server. From Release 4.1 and higher:
Import the Capacity Planner. The Capacity Planner should be an XML file. If you have received an Excel file instead of an XML file, confirm with Sales that it has been fully completed. Do not make changes to the Excel file! Define storage paths and database size for Screen Loggers. If requested by the customer, you can change the default partitions paths.
To define the configuration of the installation: 1. In the Installation Configuration window, select the type of Applications Suite: Contact Center or Compliance.
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Figure 2-14
Installation Configuration Window
Applicable from Release 4.1 only
Enabled only when connected to a machine with a preinstalled SQL Server
Applicable from Release 4.1 only
2. Proceed as follows:
For Release 4.1 and higher: Continue with Step 3. For Releases 3.2 and 3.5 only: Continue with Step 8.
3. In the Database area, click Browse and select the predefined NICE Capacity Planner. This
must be an XML file.

4. If this is the only, or the first Data Hub, in the DataHub box, select Master | Master. -or-
If this is a secondary Data Hub, select the relevant Data Hub. The SRT currently supports testing and exporting details of only one Data Hub per SRT session. In sites with multi-data hubs, you created a separate SRT Session for each data hub, using the same NICE Capacity Planner.
5. If you selected the NICE Screen Logger component for any of the machines, you must
define its storage path and capacity. Do the following:

NOTE: You do not need to be connected to the machines to complete this process.
Figure 2-15 Define Screen Logger Storage
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a. In the User-Defined Paths area, in the Type list, select Screen Logger Storage. b. In the Server list, only the server where you defined a NICE Screen Logger appear. Select
one of the servers. The Partition Selection window appears.

Figure 2-16 Screen Logger Partitions
c. Select a partition for Screen storage. Do not select partition C or partition D! d. Define the capacity for the Screen storage. The maximum Screen Logger storage capacity
is 500 GB.
e. Click OK. f.
Repeat Step 5 for each Screen Logger.
6. If the customer asked you to define specific partition paths, do the following: NOTE: You do not need to be connected to the machines to complete this process.
Figure 2-17 Define a User-Defined Path
a. In the User-Defined Paths area, in the Type list, select the storage path you want to
change.
b. In the Server list, select one of the servers.
The Partition Selection window appears.
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Figure 2-18
Partition Selection
c. Select a partition. NOTE: Since you are not connected to the machine, all partition letters appear. Make sure that you select a partition that exists on the machine. If you select a partition that is not on the machine, then when the customer connects to the machine and runs the tests, this test will fail. If you are connected to the machine, then only the partitions that are defined on the machine will appear. d. Click OK. e. Repeat Step 6 for each User-Defined Path. 7. From Release 4.1: Only NT Authentication is supported. Confirm that it is selected. Then
continue with Step 9.

8. For Releases 3.2 and 3.5: Select either NT Authentication or SQL Authentication.
If you selected SQL Authentication and are connected to a machine with a preinstalled SQL Server, then the SQL Server Instances area is enabled. For each Database, select the SQL Instance. If the SQL Server was not preinstalled, it will be installed as part of the NICE implementation process.
Figure 2-19 SQL Server Instances
9. Click Save to save the SRT Session. Then click Next.
The Security window appears.
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Figure 2-20
Security Window
10. From Release 4.1 only: During NICE installation, the NICE Deployment Manager agent
application runs in the background on each machine being tested. The user name and password used by the SRT to connect to each machine is used to run this application. These are the user names and passwords that were entered in the Server & Client Configuration window. Optional: You can specify a user name, with valid permissions, that will be used for running the NICE Deployment Manager agent on all machines. This will be used in place of the user name and password used to connect to the machine. To do this, select NICE Deployment Manager Global Domain User. Then enter the User Name and User Password.
Figure 2-21 NICE Deployment Manager Global Domain User
11. If you are not connected to any servers, then default User Names appear. If you are connected
to even one server, then default User Names do not appear; enter the user names now.
12. If you are connected to the SQL Server, and the customer does not have a designated user account for the SQL Services user, select the SQL Auto Setup creates admin user
checkbox. The SQL Auto Setup will create a designated user for this purpose. Note that this option will only be available if the SRT was able to successfully connect with the SQL Server.
13. Since you are not connected to all machines, you do not validate credentials and will skip the rest of this window. The customer will complete this information. Click Save to save the SRT Session. Then click Next and continue with Defining Integrations on page 48.
47
Chapter 2: SRT for a New Installation Defining Integrations
Defining Integrations
In the Recording Integrations window, add each integration and all third party software. Connection details will be added by the customer. For each Integration or third party software added to the list, a separate tab is added to the SPC.
Figure 2-22 Recording Integrations Window
The customer is required to prepare the entire list.

NOTE: Some integrations require third party software. It is recommended to coordinate with IT personnel before continuing.
To define integrations: 1. In the Recording Integrations window, if you are not defining any integrations, select This site does not have an integration. Then click Next and continue with Creating the SRT
Session, SPC, and ITP on page 51.

NOTE: If you are connected to any of the servers, then you can click Next in this window without making a selection.
48
Figure 2-23
Recording Integrations Window
To be completed by the NICE Project Team Note that each line adds a tab to the SPC
To be completed by the customer
2. To add an integration, in the Integration Selection area, select a Vendor and then a Type and the Machine where the integration resides. Then click Add. TIP: Each integration that you add in this section adds a tab to the SPC. Only Cisco JTAPI
adds additional software requirement tests.

3. The Connection Details area will be completed by the customer. Continue with Step 4. -or-
If you are connected to the integration, you can test the integration. In the Integrations area, select the Integration, then click Define Connection. The connection details for the integration appear. This section varies for each integration. Complete the information for the integration.
Figure 2-24 Sample Integration Connection Details
IMPORTANT! This screen is for demonstration purposes only. The fields in this section will vary for each integration
4. Click Next.
49
The Validations window appears.

Figure 2-25 Validations Window
List that appears is for demonstration purposes only!
The Validations window lists all the tests that will be run. These tests will be run only after the customer adds the relevant connectivity information.
5. Click Next. 6. Continue with Creating the SRT Session, SPC, and ITP on page 51.
50
Chapter 2: SRT for a New Installation Creating the SRT Session, SPC, and ITP
Creating the SRT Session, SPC, and ITP

In the Tests window, since you are not connected to the customers servers you do not run the tests. In the Tests window, you create the following files:
SRT Session Site Prep Checklist (SPC) Installation Test Plan (ITP) NOTE: In a Multi Data Hub site, the ITP must be created when running the SRT for the last secondary site.
To create SRT files:

Figure 2-26 Tests Window
Save the SRT Session to send to the customer
Create the ITP and the SPC to send to the customer
1. Click Save to save the SRT Session. This is the SRT Session that you must send to the
customer!
2. Create the SPC as follows:
51
a. Click Export SPC to create the SPC. NOTE: If you filtered the list of servers, this does not affect the SPC. The SPC will always be created according to the full list of servers. Client servers are not included in the SPC.
Since connectivity was not tested for some or all of the machines, the Essential Attributes Completion window appears.
Figure 2-27 Essential Attributes Completion Window
TIP: You can define one machine and copy its attributes to all machines
b. One at a time, select a machine and then select a Platform, Operating System, and Virtual Environment. TIP: If applicable, select one machine and click Copy Attributes to copy the attributes of
the selected machine to the remaining machines in the list.

c. For servers with an SQL server, specify whether there is a Pre-installed SQL Server. d. Click OK.
The standard Windows Save As window appears.

e. Select a location and save the Site Prep Checklist. This is the SPC that you must send to
the customer! Export Begins.

Figure 2-28 Export Site Prep Checklist In Progress
When export is complete, a message appears.

Figure 2-29 Export Site Preparation Checklist Completed
52
f.
Click OK.
3. For NICE Interaction Management Release 4.1 only: Create the ITP as follows: NOTE: In a Multi Data Hub site, the ITP must be created when preparing for a Secondary site. Do not create the ITP from the Master site. a. Click Export ITP to create the ITP. NOTE: If you filtered the list of servers, this does not affect the ITP. The ITP is always created according to the full list of servers.
The Installation Test Plan (ITP) Options Window appears.

Figure 2-30 Installation Test Plan (ITP) Options Window
b. To generate an ITP after installing an Update Pack only, select Update Pack Installation.
This option appears when running the SRT in Expansion/Uninstall/Remove mode.

c. Select all options that are applicable to the site deployment. Then click OK.
The standard Windows Save As window appears.

d. Select a location and save the ITP. 4. To close the SRT, click the standard Windows close button. 5. Continue with Completing the SPC on page 54.
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Chapter 2: SRT for a New Installation Completing the SPC
Completing the SPC

Before sending the SPC to the customer, follow these steps to review the content and to complete missing information.
To review and complete the SPC: 1. Open the SPC from the location where you saved it in the SRT.
Figure 2-31 Sample Site Prep Checklist showing Tabs
SPC Tabs Use these arrows to scroll to more tabs
2. Click the General Information tab and complete missing information. 3. Confirm that all tabs appear, including a separate tab for each integration. TIP: By default, some tabs are hidden. To show one or more of these tabs, do the following: a. Right-click any of the tabs at the bottom of the file and select Unhide from the menu.
The Unhide window, displaying a list of all hidden tabs, appears.

Figure 2-32 Unhide Tabs
b. Select a hidden tab. Then click OK.
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Chapter 2: SRT for a New Installation Completing the SPC
The hidden tab is added to the right of the last tab. To relocate the tab, right-click the tab and select Move or Copy.
4. Click the General Information tab, complete the NICE Point of Contact section. Review
the remaining content in this tab and correct as needed.

5. On the Servers and Workstations tabs, review the following categories for each server: a. Hardware b. Partitions c. Supported OS and SQL versions
To expand a category, click the plus sign to the right of a row.

Click to expand or collapse a category
6. Check general formatting. If needed, remove non-relevant sections. 7. Continue with Delivery to the Customer on page 56.
55
Chapter 2: SRT for a New Installation Delivery to the Customer
Delivery to the Customer

Send the customer the following:
1. The SRT Session saved in Creating the SRT Session, SPC, and ITP on page 51. 2. The SPC that was finalized in Completing the SPC on page 54. 3. The following link, enabling the customer to download the SRT application.
4. Preparing Your Site for Implementation - this is a short guide that instructs the customer on
how to work with the SPC and how to run the SRT. You should review the contents of this guide before sending it to the customer. To access the latest version of the this guide, use the following link and then expand the Diagnostics & Monitoring heading.
IMPORTANT: Send the customer the latest version of the guide. Do not send the customer the
link to the guide.

NOTE: If you recently sent the customer the SRT application and Preparing Your Site for Implementation (for Maintenance, Upgrade, or Clusters), you do not need to resend these items. Inform the customer that they can use the originals.
Continue with Completing and Delivering the ITP on page 57.
56
Chapter 2: SRT for a New Installation Completing and Delivering the ITP
Completing and Delivering the ITP

Before sharing the ITP with the NICE Project Team, complete the following steps.
To review and complete the ITP: 1. Open the ITP from the location where you saved it in the SRT.
Figure 2-33 Sample ITP
ITP Tabs
2. Click the Certification tab and complete missing information. WARNING Do not delete or add tests or lines on any of the Tests tabs! Doing so will result in inaccurate results on the Summary tab. If a test is not relevant, mark it as N/A in the Result column. You can edit the text of a test or add additional test on the Additional Customized Tests tab. 3. On each of the Tests tabs, review the tests. If necessary, you can edit the text of a test.
To expand a category, click the plus sign to the right of a row.

Figure 2-34 Sample ITP Tests Tab
Click to expand or collapse a category
4. If needed, additional tests can be added on the Additional Customized Tests tab only. If this
tab is not needed, it can be removed.
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Chapter 2: SRT for a New Installation Completing and Delivering the ITP
5. Check general formatting. 6. Ensure technical accuracy and completeness of the ITP with all members of the NICE Project
Team.
7. Hand over the ITP to the Project Manager for delivery to the Customer and to the PSE.
58
A
Additional Features
This section describes additional features that you might need to add while preparing the SRT. Each section describes one feature and can be integrated in to the general workflow for creating the SRT. At the end of each procedure, are instructions for how to continue.
Contents
Defining a High-End Database ...................................................................................... 60 Defining an SQL Farm .................................................................................................... 61 Configuring Multi-Data Centers (MDC) ......................................................................... 62
59
Appendix A: Additional Features Defining a High-End Database
Defining a High-End Database

This option is applicable for Distributed Deployments only. It is not available for Semi-Distributed, Unified, or SMB deployments.
What happens when you select High-End Database:
The SRT automatically updates the SQL and RAM Database requirements to that of the High-End Database, per the Certified Servers Guide.
When to select High-End Database:
The customer requires a high-end database in distributed environments. When the site has a very large quantity of users.
To Define High End Database: 1. In the Environment window, select the High-End Database checkbox.
Figure A-1 High-End Database
2. Continue with one of the following:
When defining a clustered environment, return to Step 11 on page 88 in Running SRT in a Cluster Environment. All other environments, return to Step 5 on page 36 in Defining the Site Environment.
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Appendix A: Additional Features Defining an SQL Farm
Defining an SQL Farm

This option is applicable only for Release 4.1 and higher, and only for Semi-Distributed and Distributed deployments. It is not available for Unified or SMB deployments.
About SQL Farms
An SQL Farm is usually an isolated environment with hardened security. An SQL Farm is often, but not always, an environment where multiple SQL server instances/Virtual Machines are installed on the same machine/Virtual Machines. The SRT will not install the SRT Agent on this machine, but will only perform remote queries. The SRT only performs WMI remote queries. In the NICE environment, the Database and Data Mart are installed on this server, without any additional components installed on it. If you add additional components, you will receive a Warning.
When to select SQL Farm
Select SQL Farm when one of the following scenarios applies:
The Database and Data Mart are on the same dedicated server. The customer has designated that the Database and Data Mart will be hosted in an SQL farm environment.
To select SQL Farm: 1. In the Environment window, select the SQL Farm checkbox.
Figure A-2 SQL Farm
2. Continue with one of the following:
When defining a clustered environment, return to Step 11 on page 88 in Running SRT in a Cluster Environment. All other environments, return to Step 5 on page 36 in Defining the Site Environment.
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Appendix A: Additional Features Configuring Multi-Data Centers (MDC)
Configuring Multi-Data Centers (MDC)

This section is applicable for Release 4.1 and higher only. When you select MDC configuration, the Applications Package and deployment change to Custom. As a custom package, in the Server & Client Configuration window, basic servers are not automatically defined. You must add and configure all servers manually.
Figure A-3 Custom Package
For Multi Data Center requirements, see the Multiple Data Center (MDC) Configuration Guide.
NOTE: When moving from a single data center to an MDC environment in Maintenance mode, use this procedure, referring to Maintenance and Upgrade Options on page 68 when adding servers.
To define a Multi-Data Center: 1. In the Environment window, select the MDC configuration checkbox.
Figure A-4 Environment Window - MDC Configuration
The Applications Package and deployment change to Custom. This means that machines are not automatically defined. You must add and configure all machines manually as described in Step 6. The following steps describe the MDC configuration options.
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Figure A-5 Clusters and MDC Options
Multiple Data Centers (MDC) can operate in the following two modes:
Active/Active - This means that both data centers are active simultaneously. If one site
fails, the other continues to work.

Active/Standby - One active system with another twin system in standby. Only one site is
active. In the event of failover, you must manually switch to the second site.
TIP: If you do not know the actual DNS Alias Names, enter temporary names. When the customer runs the SRT, make sure that correct DNS Alias Names are entered. 2. To define an Active/Active MDC environment: a. Select Active/Active. b. Select Use Multi-Site Cluster Group Virtual Name for the Applications Suite. c. Enter the DNS Alias Names for the following:
Database Data Mart NICE Sentinel
d. Continue with Step 4. 3. To define an Active/Standby MDC environment: a. Select Active/Standby. b. Enter the DNS Alias Names for the following:
Applications Suite Database Data Mart NICE Sentinel
c. Continue with Step 4. 4. Click Next.
The Server & Client Configuration window appears.
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Figure A-6 Server & Client Configuration Window
You will now add a machine/server for the Applications Suite, NICE Sentinel, Databases, etc. Also add a sampling of client workstations.
BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing Client workstations is not mandatory for creating a successful SRT Site Map for NICE Deployment Manager. However, testing Client workstations can help forestall service calls once you and the PSE have completed your tasks. Test one of each machine type. For example, test one machine that is setup for a supervisor, one machine that is setup for an agent with ScreenAgent, etc. This window has two tabs. One for Servers, and one for Clients.
5. To define a MDC environment in Maintenance mode, refer to Maintenance and Upgrade
Options on page 68 as needed.

6. To add server or client workstations, select the relevant tab and click Add.
Add
NOTE: If you added additional servers or client workstations in the Environment window, they already appear as Unknown Server or Unknown Client. 7. Enter a dummy Host name. Actual host names will be added by the customer. Since you are
not testing connectivity, a dummy host name is sufficient. Each machine must have a different dummy host name.
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8. Enter a meaningful Display Name. This name will be used to identify the machine in the
SPC.
9. In the Components section, select the components to be installed on this machine. 10. NICE Deployment Manager (NDM) must be installed on either the NICE Sentinel Server, the
Applications Suite Server, or a on Dedicated Server.

BEST PRACTICE
Install NICE Deployment Manager on the Sentinel Server. NICE Deployment Manager resides on-site and is used for Update Pack installation and Maintenance. The Sentinel Server is a diagnostic machine and therefore recommended for this purpose.
11. Repeat from Step 7 for each machine on the Servers tab and on the Clients tab. 12. Click Save to save the SRT Session.
Since you are not connected to the site, there is no need to test connectivity.
13. Click Next.
Since you entered only dummy addresses, you will receive a connectivity warning message.
Figure A-7 Connectivity Warning
14. Click OK. 15. Continue with Defining the Configuration of the Installation on page 43.
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B
Creating an SPC for Maintenance or Upgrade
This section describes the process for running the SRT in Maintenance or Upgrade mode. The process for maintenance and for upgrade begins with the customer running the SRT and selecting either Maintenance or Upgrade mode. The SRT polls all machines and creates a baseline SRT Session. You must acquire this SRT Session from the customer. At the end of this process, you send the following files to the customer:
SRT Session Site Prep Checklist (SPC)
For Release 4.1 only, a new Installation Test Plan (ITP) is created.
Contents
Preparing to Run the SRT ..............................................................................................67 Maintenance and Upgrade Options .............................................................................. 68 What to Send to the Customer before you Run the SRT ............................................ 71 Running the SRT with an SRT Session from the Customer ....................................... 72 Modifying the Site Environment.................................................................................... 76 Adding or Removing Components and Servers.......................................................... 79
66
Appendix B: Creating an SPC for Maintenance or Upgrade Preparing to Run the SRT

In this chapter, the SRT is run in Maintenance or Upgrade mode using the SRT Session that was started by the customer.
NICE Project Team
Add/remove/change components and servers defined in the SRT Session. Prepare an SRT Session and SPC for the customers repaired or upgraded site.
TIP: You might want to retain access to the Certified
Servers Guide and Design Consideration Guide while running the SRT. If you are disconnecting from the internet to run the SRT, first download these documents.
Important to know
The SRT Session can be saved at any time, during any of the steps. You can reopen the same session to continue, or make changes as needed.
The SRT Session that was initiated by the customer is either maintenance or upgrade mode. See What to Send to the Customer before you Run the SRT on page 71. For Release 4.1 and higher: NICE Capacity Planner in XML format
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Appendix B: Creating an SPC for Maintenance or Upgrade Maintenance and Upgrade Options
Maintenance and Upgrade Options

A major part of any maintenance or upgrade activity is arranging the servers and components in the Server & Client Configuration window of the SRT. Table B-1 below describes different scenarios that might occur. You will be modifying this window as part of the procedure in Modifying the Site Environment on page 76.
Figure B-1 Server & Client Configuration Window
Add Server Add Unified Server Remove Server Disable Server Remove Server Without Uninstall
Table B-1: Maintenance and Upgrade Options

To make this change... Add a new machine Do the following... 1. Select the relevant tab (Servers or Clients). 2. Click Add Server or Add Unified Recorder. 3. Select the Components to be installed on the machine. 1. Select the machine. 2. Select the new Components. 1. Select the machine where the component is currently installed. 2. Clear the checkbox for the Component being moved. 3. Select the machine to where the component is being moved. 4. Select the Component. Example Add another Logger.
Add more components to an existing machine Move a component from one Server to another existing Server, without adding or removing a Server
Add a Storage Center.
Move the Media Library from the Applications Server to the Database Server.
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Table B-1: Maintenance and Upgrade Options (Continued)

To make this change... Move components from an existing Server to a new Server Do the following... 1. Select the machine where the component is currently installed. 2. Clear the checkbox for the Component being moved. 3. Click Add Server or Add Unified Recorder. A new machine is added. 4. Select the same Component that was removed from the first machine. Note: The PSE will have to confirm this move in NICE Deployment Manager. If two servers have the same component, the PSE will have to specify which occurrence of the component is being moved to each server. Remove a machine completely from the system, without replacing it. This also uninstalls all components on the machine and removes them from the system. Uninstall a component from a machine, while leaving the machine intact. This does not reinstall the component on a different machine. Replace a faulty Server 1. Select the faulty machine. 2. Make a note of which Components were installed on the machine. 3. Click Remove Server without Uninstall. 4. Click Add Server or Add Unified Recorder. A new machine is added. 5. Select the same Components that were on the faulty machine. 1. Select the old machine. 2. Clear the checkboxes next to each component. When all components are cleared from the machine, the Disable Server button will become enabled. 3. Click Disable Server. The server will be removed from the site, while the components on will not be uninstalled. 4. Click Add Server or Add Unified Recorder. A new machine is added. 5. Select the Components to be installed on the new machine. These should be the same components that were on the disabled server. Replace a server that was physically damaged. 1. Select the machine. 2. Clear the checkbox for the Component being uninstalled. Remove the Media Library. 1. Select the machine. 2. Click Remove Server. Remove a Logger. Example Expand from a Unified deployment where the Database and Applications Servers are on the same machine, to a Distributed deployment, where they are on separate machines.
In Upgrade mode only, replace an existing server with a new server, while keeping the old server functional, but not a working part of the site.
Upgrade to a new server, while keeping the old server ready in case rollback is required.
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Table B-1: Maintenance and Upgrade Options (Continued)

To make this change... In Upgrade mode, to transfer a TDM Logger (NICELog Voice Logger) that is already installed with version 9.4 or higher to the upgraded site. Do the following... 1. Select the TDM Logger. 2. Click Remove Server without Uninstall. 3. After the system has been upgraded to NICE Interaction Management Release 4.1, run NICE Deployment Manager, selecting Update Site Map/Add Existing Machine. Use the NDM.DB file from the upgrade and the SRT site map from the Standalone Component run. Example Upgrade all Loggers over a period of time, prior to upgrading NICE Perform 3.5 to NICE Interaction Management 4.1.
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Appendix B: Creating an SPC for Maintenance or Upgrade What to Send to the Customer before you Run the SRT
What to Send to the Customer before you Run the SRT

The process for maintenance and for upgrade begins with the customer. Ensure that the customer has the following:
1. Preparing Your Site for Implementation - this is a short document that instructs the customer
on how to run the SRT for maintenance or for upgrade. You should review the contents of this guide before sending it to the customer. Use this link to access the guide and then expand the Diagnostics and Monitoring heading:
2. The following link, enabling the customer to download the SRT application.
3. In the case of an upgrade, ensure that the customer knows which Product and Release to
select.
EXAMPLE: NICE Interaction Management 4.1 4. After you receive the SRT Session from the customer, you can continue with Running the
SRT with an SRT Session from the Customer on page 72
71
Appendix B: Creating an SPC for Maintenance or Upgrade Running the SRT with an SRT Session from the Customer
Running the SRT with an SRT Session from the Customer

Throughout the SRT application, information icons appear tips, click one of these icons. . To see additional information and
From Release 4.1 and up, and in Maintenance mode only, if the customer sent an Inventory file (NDM.DB) in place of an SRT Session, use this procedure, following the instructions for working with an Inventory file.
TIP: If you need to download the Site Readiness Tool, see Downloading Site Readiness Tool Software on page 30.
To run the SRT for maintenance: 1. Save the SRT session that you received from the customer on the machine where you will be
running the SRT.

2. Open the Site Readiness Tool folder and double-click SRT.exe. NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft Windows 2008, then when you start SRT.exe, a UAC warning window appears. Click Yes to run as Administrator.

Figure B-2 Site Readiness Tool - Welcome Window
3. Click Next.
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Figure B-3 Start Window
TIP: To undo changes and return the SRT Session to the state when it was last saved, click Back until you reach the Start window. Then select Reload Session and click Next. 4. Select Load previously saved session. Then click Browse and select the SRT session that you received from the customer. Then click Next. NOTE: For Release 4.1, and in Maintenance mode only, if you have received an Inventory file (NDM.DB) from the customer, select Start a New Session, and then click Next.

Figure B-4 Company and Customer Point of Contact Information Window
73
5. This window contains the customers contact information. It appears in all Summary Reports. If needed, you can edit these fields. Then click Next.
The Work Mode window appears.

Figure B-5 Work Mode Window
Confirm that the correct Release is selected
Select Work Offline
6. Confirm that the correct Release is selected. If there is an error, then the customer must create
a new SRT Session with the correct release; this SRT Session cannot be used.
7. For upgrade or for maintenance mode with an SRT Session received from the customer, do
the following:
a. Select Work Offline and then click Next.

b. Continue with Modifying the Site Environment on page 76. 8. In release 4.x and up, for maintenance only, if the customer sent you an Inventory file (NDM.DB), do the following: a. Select Maintenance. b. Select Inventory file and click browse to select the NDM.DB file. TIP: The Browse window automatically opens to the location of the Inventory file.
74
Figure B-6 Inventory File
c. Click Next.

d. Continue with Modifying the Site Environment on page 76.
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Appendix B: Creating an SPC for Maintenance or Upgrade Modifying the Site Environment
Modifying the Site Environment

BEST PRACTICE
Additional servers and workstations can be added in the Environment window, or in the Server & Client Configuration window. Best Practice is to click Next in the Environment window and proceed to the Server & Client Configuration window where you can see what the customer has at their site before adding servers. If needed, add or remove servers in the Server & Client Configuration window.
Figure B-7 Environment Window in Maintenance Mode
To modify the sites environment: 1. In Maintenance mode, continue with Step 3.
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Figure B-8 Environment Window in Upgrade Mode
2. In Upgrade mode only, the Migration of Database and Migration of Data Mart areas are
enabled. The customer might have already made a selection. If necessary, change the selection as follows:
Retain existing SQL machine - The SQL database/data mart will remain on the same
machine, with no changes to the machine.

Use new SQL machine - Migrate the SQL database/data mart to a different machine. If after migration, the database and data mart will reside on different machines, select Split. NOTE: This option adds a server, with the relevant component selected, to the configuration. The customer will be required to prepare this server.
IMPORTANT If the database and data mart are being split, the PSE must manually configure the new database/data mart configuration in the System Administrator as described in the Upgrade from NICE Perform 3.1/3.2/3.5 to Release 4.1 Guide.
Use temporary SQL machine - The SQL database/data mart will remain on the same
machine. However, the machine needs to be upgraded first. If you select this option, it must be selected for both the database and the data mart.
NOTE: This option adds a server, with the relevant component selected, to the configuration. The customer will be required to prepare this server.
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3. From Release 4.1 only: You can add, remove, or change any of the following:
4. Releases 3.2 and 3.5, Distributed Deployment only: You can add or change the following:
Defining a High-End Database on page 60
5. Click Next and continue with Adding or Removing Components and Servers on page 79.
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Appendix B: Creating an SPC for Maintenance or Upgrade Adding or Removing Components and Servers
Adding or Removing Components and Servers

IMPORTANT This step contains the core information of the package. The information in this step is used to produce the Site Prep Checklist and affects the entire project delivery. Use the Sale Solution Design that you received from the Sales Hand-over meeting to complete this step. If you are unsure about any of the options, consult with Sales before proceeding.
The Server & Client Configuration window is where you will be doing most of your work. Each machine and the components to be installed on it must be defined in this window.
Figure B-9 Server & Client Configuration Window - Servers Tab
Add/Remove/Disable/ Remove Without Uninstall
From Release 4.1: You are required to add all Loggers to the SRT. NICE Deployment
Manager will only configure Loggers that are defined in the SRT.
BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing Client workstations is not mandatory for creating a successful SRT Site Map for NICE Deployment Manager. However, testing Client workstations can help forestall service calls once you and the PSE have completed your tasks. Test one of each machine type. For example, test one machine that is setup for a supervisor, one machine that is setup for an agent with ScreenAgent, etc.
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Guidelines for defining Servers and Clients
When the SRT is run by the customer in maintenance mode or upgrade mode, the SRT discovers only servers, not client workstations. Therefore, it is recommended to add one of each type of client workstation to the SRT, especially if new capabilities or features were added to the system. To replace a faulty server, do not remove the server. Instead, select the server and click Remove Server without Uninstall. This preserves the servers place in the NICE system. During the same SRT session, click Add Server, to add the replacement server.
EXAMPLE: You have a faulty Logger. Select the faulty Logger and click Remove Server without
Uninstall. Then click Add Server and define the replacement Logger with all the same components as the faulty Logger.
Add Server Add Unified Server Stops services on the server Includes the server in the Site Map Uninstalls components on the Server When is this option used? n/a
Remove Server Stops services
Disable Server Stops services No
Remove Server without Uninstall
n/a
No
No
No
n/a
Stops services
No
No
Add a new server, such as another Logger or Storage Center, to an existing site. Add a new unified server.
Downsizing. Use to remove extra Loggers, Storage Centers, etc.
When upgrading to a new machine. Disable the old machine and save it on the side. In the event that rollback is required, the old machine is ready for use.
Replacing a
machine that is physically damaged.
During Upgrade
from a NICE Perform 3.x system, before migrating the databases, remove all TDM Loggers (NICELog Voice Loggers) that are already installed with version 9.4 or higher. After migration is complete, these Loggers must be added back into the Site Map as a Standalone Component.
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To modify servers and clients: 1. In the Server & Client Configuration window, add, remove, or change the configuration of
servers as described in the following steps.

Figure B-10 Server & Client Configuration Window - Servers Tab
Add/Remove/Disable/ Remove Without Uninstall
Figure B-11
Server & Client Configuration Buttons

Remove Server Disable Server Remove Server without Uninstall Add Unified Recorder
Add Server
2. Use the Server & Client Configuration buttons as follows: NOTE: For guidance, see Maintenance and Upgrade Options on page 68.
Add Server - add a new machine. Add Unified Recorder - add a new machine that can include a Logger and Interactions
Center all-in-one.
Remove Server - uninstall a machine; remove the machine and all of its components
from the NICE system.

Disable Server - remove the machine from the Site Map, however, do not uninstall its
components. This option is available only in Upgrade mode, and only after all components have been unchecked for the server. This option preserves the server in its current state in case rollback is required.
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Remove Server without Uninstall - remove the machine, retaining the machines
identity and components in the Site Map. Use this option when replacing a faulty machine.
3. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host name. Actual host names will be added by the customer. Each machine must have a different dummy host name. If the Display Name is blank, enter a Display Name. Continue
with Step 4.
4. For Release 4.1 and higher: NICE Deployment Manager (NDM) must be installed on either
the NICE Sentinel Server, the Applications Suite Server, or on a Dedicated Server.
BEST PRACTICE Install the NICE Deployment Manager on the Sentinel Server. NICE Deployment
Manager resides on-site and is used for Update Pack installation and Maintenance.
5. Repeat this entire procedure for all Servers and Clients. 6. Click Save to save the SRT Session. 7. Click Next. Since you entered only dummy addresses, you will receive a connectivity warning
message.
Figure B-12 Connectivity Warning
8. Click OK. The Installation Configuration window appears. Continue with the standard
procedures for creating the SRT Session, beginning with Defining the Configuration of the Installation on page 43.
Figure B-13 Installation Configuration Window
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C
Running the SRT in a Cluster Environment
The SRT does not support Cluster environments for NICE Perform Releases 3.2 and 3.5. This section describes the process for running the SRT in a Cluster environment. You, as the NICE Project Team, run the SRT to initiate the SRT Session with the Clustering page.
IMPORTANT If the customer has only the databases or data mart on a cluster, and no other components, do not use this procedure. Instead, follow the instructions in SRT for a New Installation on page 28.
Contents
Preparing to Run the SRT ..............................................................................................84 Running SRT in a Cluster Environment ....................................................................... 85
83
Appendix C: Running the SRT in a Cluster Environment Preparing to Run the SRT

In this chapter, the SRT is run in New Site Mode using the SRT Session that was started by the customer.
Who runs the SRT? What is the purpose of this run? Where is the SRT run?
NICE Project Team Initiate an SRT Session with the Cluster page.
Important to know
If the exact Microsoft Cluster Name is not known, run the SRT using a temporary name to create an SRT Session and SPC. The customer can use this SPC as a guide for preparing the site. Then you will run the SRT again using the exact Microsoft Cluster Name to create an accurate SRT Session that the customer can use for testing connectivity and site readiness. The SRT Session can be saved at any time, during any of the steps. You can reopen the same session to continue, or make changes as needed. Once you select Cluster environment, the Applications Package is automatically defined as Custom and default servers are not defined. You must add servers separately.
You can save the current session as often as you like. To continue a session after closing the SRT, start the SRT and load the saved SRT Session. To make a single change in an SRT Session, load the session, then click Next until you reach the required step. You cannot change the Application Package in an SRT Session. To change the Application Package, you must start a new session and re-enter all the information. You cannot change the Microsoft Cluster Name. To replace the Microsoft Cluster Name, you must remove the cluster definition and create a new one. In each step of the SRT, the Next button is only activated after you have completed all the relevant information and can rightfully move on to the next step.
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Appendix C: Running the SRT in a Cluster Environment Running SRT in a Cluster Environment
Running SRT in a Cluster Environment

IMPORTANT As part of this procedure, you add the Clustering page to the SRT Session. Database and data mart clusters are not defined on the Clustering page. Therefore, if the customer has only the databases or data mart on a cluster, and not other components, do not use this procedure. Instead, follow the instructions in SRT for a New Installation on page 28.
Throughout the SRT application, information icons appear tips, click one of these icons.
. To see additional information and
TIP: If you need to download the Site Readiness Tool, see Downloading Site Readiness Tool Software on page 30.
To prepare an SRT Session for a Cluster environment: 1. Open the Site Readiness Tool folder and double-click SRT.exe. NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft Windows 2008, then when you start SRT.exe, a UAC warning window will appear. Click Yes to run as Administrator.

Figure C-1 Site Readiness Tool - Welcome
2. Click Next.
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Figure C-2 Start
TIP: To undo changes and return the SRT Session to the state when it was last saved, click Back until you reach the Start window. Then select Reload Session and click Next. 3. Select Start a new session. Then click Next.

Figure C-3 Company and Customer Point of Contact Information
The Company Name and Site become part of the SRT Session file name
The Company Name becomes part of the SPC file name
TIP: Once you have saved the file, if you make changes to the Company Name or Site, the
original file name will not be changed.

4. The Company and Customer Point of Contact Information appears in the Session Summary Reports. Complete this information. Then click Next.
86
The Work Mode window appears.

Figure C-4 Work Mode Window
If this is not a new Session, this window will be read-only.
5. In the Work Mode area, select New Site. 6. In the Target Product & Release area, select NICE Interaction Management and Release 4.1. 7. Click Next.

Figure C-5 Environment Window
Select Cluster configuration
87
8. In the Clusters and MDC area, select Cluster configuration.
The Applications Package changes to Custom Package.

9. If the customer has either the databases or data mart on a cluster, select SQL Farm. 10. In a Multi Data Center, in the Clusters and MDC area, select MDC configuration. NOTE: For information on Multi Data Centers, see the Multiple Data Center (MDC) Configuration Guide. 11. Optional: If required by your environment, define one or more of the following:
12. In a Multi Data Hub site, if you are preparing a secondary site, then in the Data Hub type area, select Secondary. 13. Click Next.
The Clustering window appears.

Figure C-6 Clustering Window
Click New
14. In the Add a Cluster area, click New as shown in Figure C-6.
The New button changes to Add, the fields in the Add a Cluster area are enabled, and the Offline checkbox appears.
88
Figure C-7 Clustering Window - New Cluster
IMPORTANT Once you define the Microsoft Cluster Name, it cannot be changed. If the correct name is not available, enter a temporary name so that you can continue and generate a complete SPC with cluster requirements for the customer. After the customer installs the cluster and supplies the correct Microsoft Cluster Name, you will have to rerun the SRT, remove this temporary cluster, and define a new cluster with the correct name. 15. In the Microsoft Cluster Name field, do as follows:
If you know the correct cluster name, enter the correct cluster name. If you do not know the correct cluster name, enter a temporary name.
16. Since you are not connecting to the cluster, you can enter a dummy Username and Password. 17. Select Offline. The Primary node and Secondary node fields appear. 18. Select the Cluster Type (this field can be edited by the customer): Local - Both nodes use the same subnet. This requires one virtual IP address. Multi-Site - Each node uses a different subnet. This requires two virtual IP addresses. 19. Enter the names of the Primary node and Secondary node. If you do not know the correct
names, you can enter temporary names (this field can be edited by the customer).
20. In the Add a Cluster area, click Add as shown in Figure C-8.
The cluster is added to the Managed Clusters list.

NOTE: In the Managed Clusters and Components lists, italic fonts indicated that the cluster/component is not connected.
89
Figure C-8 Clustering Window - Defining a Cluster
Click Add
21. In the Clustered Components area, click New.

Figure C-9 Clustering Window - New Clustered Component
Click New
The New button changes to Add, and the Clustered Components area becomes enabled.
90
Figure C-10
Clustering Window - New Component
IMPORTANT Database and Data Mart clusters do not appear in the Components list. To define a Database and/or Data Mart cluster, do the following: a. In the Environment step, select SQL Farm. See Figure C-11 on page 92. b. In the Server & Configuration step, add one server for each cluster (not two). See Adding Components and Servers on page 93. c. For the server defined for the cluster, select the Database and/or Data Mart component installed on the cluster. EXAMPLE: If the database and data mart are installed on the same cluster, add one machine
d. When the customer runs the SRT, make sure that the customer enters the SQL Cluster Group Virtual Name in the Display Name field for the cluster server, not the host name. 22. Complete the Clustered Components area as follows:
Component - Select the component to be installed on the cluster. Available options are:
Applications Suite Interactions Center Insight-to-Impact Connect Reporter
Group name - A default name appears.
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Group Virtual Name - Enter a temporary name. Primary node - Select the primary node. Group Virtual IP - Enter a temporary value. Secondary node - Select the secondary node. Group secondary virtual IP - relevant for a multi-site cluster only. Enter a temporary
value.
NOTE: If you entered temporary names for the Primary node and Secondary node, these are the names that will appear in these fields. Select the relevant node for each. 23. Click Add.
The component is added to the Components list for the cluster and the Add button reverts back to New.
Figure C-11 Clustering Window - New Component
24. If more than one component is installed on the same cluster, repeat from Step 21. 25. To add another cluster, repeat from Step 14. 26. Click Next and continue with Adding Components and Servers on page 93.
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Appendix C: Running the SRT in a Cluster Environment Adding Components and Servers
Adding Components and Servers

IMPORTANT This step contains the core information of the package. Use the Sale Solution Design that you received from the Sales Hand-over meeting to complete this step. If you are unsure about any of the options, consult with Sales before proceeding.
The Server & Client Configuration window is where you will be doing most of your work. Each machine and the components to be installed on it must be defined in this window.
Figure C-12 Server & Client Configuration Window - Servers Tab
Cluster Nodes
Components to be installed on the node
Each node of the defined Clusters appear in Servers list. The components are already added to these servers. You cannot change these components.
You are required to add all Servers, including all Loggers, to the SRT. NICE Deployment
Manager will only install and configure Servers and Loggers that are defined in the SRT.
BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing Client workstations is not mandatory for creating a successful SRT Site Map for NICE Deployment Manager. However, testing Client workstations can help forestall service calls once you and the PSE have completed your tasks. Test one of each workstation type. For example, test one machine that is setup for a supervisor, one machine that is setup for an agent with ScreenAgent, etc.
93
To define the remaining servers and clients: 1. In the Server & Client Configuration window, on the Servers tab or on the Clients tab, click Add.
Figure C-13 Server & Client Configuration Window - Servers Tab
Servers and Clients tabs
Select Components
New Servers appear as Unknown Server on the Servers tab. New Client Workstations appear as Unknown Client on the Clients tab.
2. If the customer has either the databases or data mart on a cluster, add one server for each cluster (not two). Then select the Database and/or Data Mart component installed on the cluster. When the customer runs the SRT, make sure that the customer enters the SQL Cluster Group Virtual Name for the machine in the Display Name field. Do not enter the host name. EXAMPLE: If the database and data mart are installed on the same cluster, add one machine
3. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host name. Actual host names will be added by the customer. Each machine must have a different
dummy host name.
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4. In the Display Name field, enter a name for identifying the server. 5. In the Components section, select the relevant components to be installed on this machine.
Use the following guideline:
NICE Deployment Manager (NDM) must be installed on either the NICE Sentinel
Server, the Applications Suite Server, or on a Dedicated Server.

BEST PRACTICE Install the NICE Deployment Manager on the Sentinel Server. NICE Deployment
Manager resides on-site and is used for Update Pack installation and Maintenance.
6. Repeat from Step 1 until all Servers, Loggers, and Workstations are added. 7. Click Save to save the SRT Session. 8. Since you are not connected to the site, there is no need to test connectivity. Click Next. 9. Since you entered only dummy addresses, you will receive a connectivity warning message. Click OK.
Figure C-14 Connectivity Warning
The Installation Configuration window appears.

Figure C-15 Installation Configuration Window
10. Continue with the standard procedures for creating the SRT Session, beginning with Defining
the Configuration of the Installation on page 43.

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D
Exporting the SRT Site Map
Prior to running NICE Deployment Manager, the SRT must be run to test connectivity and, for Release 4.1 and higher, to create the SRT Site Map (.srt). The SRT Site Map is the file that is imported into NICE Deployment Manager, and must be created not more than 24 hours prior to starting NICE Deployment Manager. The PSE is responsible for this SRT run and must do so using the latest SRT Session that the Customer sent to the NICE Project Team. Instructions for the PSE can be found in the NICE Interaction Management Installation Guide or in SRT for NICE Perform 3.2/3.5 Guide. In the event that the latest SRT Session is not available, this chapter describes how the PSE can create a new SRT Session and complete the process.
NOTE: To test connectivity and to export the SRT Site Map required by NICE Deployment Manager, you must have connectivity to all machines.
Contents
Preparing to Run the SRT ..............................................................................................97 Creating an SRT Session ............................................................................................... 98 Exporting the SRT Site Map for NICE Deployment Manager....................................101
96
Appendix D: Exporting the SRT Site Map Preparing to Run the SRT

In this chapter, the SRT is run in New Site Mode to create a new SRT Session and to export the SRT Site Map.
PSE Release 4.1 and higher: Test connectivity and requirements, and export the SRT Site Map (.srt) file for import into NICE Deployment Manager. Releases 3.2 and 3.5: Test connectivity and requirements.
On any machine connect to the customers servers and that meets the requirements in Prerequisites for Running the SRT on page 23. The SRT Session can be saved at any time, during any of the steps. You can reopen the same session to continue, or make changes as needed.
Important to know
For Release 4.1 and higher: NICE Capacity Planner in XML format.
You can save the current session as often as you like. To continue a session after closing the SRT, start the SRT again and load the SRT Session as described in Initializing an SRT Session on page 31. To make a single change in an SRT Session, load the session. Then click Next until you reach the required step. In each step of the SRT, the Next button is only activated after you have completed all the relevant information. Only then can you move on to the next step.
97
Appendix D: Exporting the SRT Site Map Creating an SRT Session
Creating an SRT Session

Use this procedure to create the SRT Site Map if the SRT Saved Session is not available. In this procedure, you will be creating a new session and testing connectivity. Follow the process beginning with Downloading Site Readiness Tool Software on page 30, making changes as noted below.
IMPORTANT To complete this process, you must have connectivity to all machines. 1. Complete the following procedures as is: a. Downloading Site Readiness Tool Software on page 30 b. Initializing an SRT Session on page 31 c. Defining the Site Environment on page 34 2. Complete Configuring Servers and Clients on page 37 with the following changes: a. In Step b on page 40, in order to export the SRT Site Map (.srt) file for NICE Deployment Manager, you must be connected to the site and test connectivity. Do the
following:
Enter the Host Name of the machine. Enter the User Name and Password of a user with administrative privileges on this machine. Examples: local user account: johns domain user: DomainName\johns
BEST PRACTICE
If the User name and Password are identical on all machines, do as follows:
Enter the User name and Password for one machine. Then click Copy Credentials.
Copy Credentials will overwrite any user name and password already defined. So, first copy,
and then, if needed, change the credentials of individual machines.

b. In place of Step 12 on page 42, you must test connectivity: Select all the machines on the Servers tab and click Test Connectivity.
98
NOTE: As part of testing connectivity, the SRT automatically installs and launches the Site Readiness Tool Agent (SRTA.exe) on each machine. SRTA runs in the background and does not require user intervention. IMPORTANT Each server and client workstation must successfully past the Connectivity Test.
Green indicates a successful test
c. Repeat Step b for the Clients tab. d. If all machines on both the Servers, and the Clients tabs are successfully connected, click Save to save the SRT Session. Then click Next and continue with Step 3. TIP: To view connectivity details for a failed machine, click the indicator icon next to the machine. Correct the problem(s) indicated, save the SRT Session and then retest.
3. Complete Defining the Configuration of the Installation on page 43 until Step 11
on page 47. Then do the following:

a. Enter the User Names and Passwords. b. If you are connected to the SQL Server, and the customer does not have a designated user account for the SQL Services user, select the SQL Auto Setup creates admin user
checkbox. The SQL Auto Setup will create a designated user for this purpose. Note that this option will only be available if the SRT was able to successfully connect with the SQL Server.
c. Enter a valid Password for each of the following. You might also need to change the User Names.
NICE Services user - The user under which all the NICE components will run. This
user is also used by the relevant components to connect to the Database.

NICE Administrator login user - The Windows (NT) login used by the system
administrator role to connect to the Database.

SQL Services user - The user under which the SQL Server services will run. If you
have a designated user account for the SQL Services user, enter this designated user account.
99
Sentinel Services user - The user under which the Sentinel services will run. Anonymous logon for IIS Server user - This is applicable for Release 3.2 and 3.5
only, and only on a Windows 2003 operating system.

Database SQL Credentials - If your site uses SQL authentication, then this field
will be enabled. Enter the credentials for the Database Server.

Data Mart SQL Credentials - If your site uses SQL authentication, then this field
will be enabled. Enter the credentials for the Data Mart Server.
d. Click Validate Credentials. e. Click Save to save the SRT Session. Then click Next. 4. Complete Defining Integrations on page 48 with the following change:
In Step 3 on page 49, complete the Connection Test area.
5. Do not perform the following procedures: a. Creating the SRT Session, SPC, and ITP on page 51 b. Completing the SPC on page 54 c. Delivery to the Customer on page 56 6. Continue with Exporting the SRT Site Map for NICE Deployment Manager on page 101.
100
Appendix D: Exporting the SRT Site Map Exporting the SRT Site Map for NICE Deployment Manager
Exporting the SRT Site Map for NICE Deployment Manager

In this procedure, you do the following:
1. Test all machines for readiness. The previous tests were for connectivity. Now the
machines are being tested for prerequisites and readiness.

2. Export the SRT Site Map (.srt) file that is required to run NICE Deployment Manager. IMPORTANT NICE Deployment Manager must be started within 24 hours of creating the SRT Site Map in this procedure. If, for some reason, NICE Deployment Manager is not started within 24 hours, you must recreate this file.
To run SRT tests and export the SRT Site Map: 1. In the Tests window, select all Servers and all Clients.
Figure D-1 Tests Window
1. All Servers and Clients must be selected 2. All Servers and Clients must be connected 3. All Tests must be selected
4. Click Run Tests
NOTE: The SRT runs the tests based on the default ports used in the NICE System. However, in some sites, due to configuration considerations, some of the port numbers may have been changed. In such cases, you must update the SRT to use the new port numbers. To update port numbers, do the following: a. Expand Network Requirements.
b. Scroll down to the relevant row, then double-click the Port number and enter a new Port number. c. Press Enter. A Warning window appears. Click OK. 2. Verify that the SRT has connectivity to all Servers and to all Clients
101
3. Verify that all tests are selected.
By default, in the Tests window, all servers and all tests are selected.
To bypass all tests for a server, clear the checkbox for that server.
Figure D-2 Bypassing All Tests for a Server
This server will not be tested
To bypass only some tests for a server, click the server in the servers list, then clear the checkbox for the tests to be skipped. The checkbox for the server remains selected.
Figure D-3 Bypassing One Set of Tests for one Server
Only one server is selected
Tests for Partitioning Requirements will be skipped only for the selected server
NOTE: When you bypass tests, they are bypassed only for the selected server. To bypass a test for more than one server, select each server separately. 4. Click Run Tests. The SRT runs. This process takes a few minutes.
The color indicator next to each server indicates its status: Green indicates that all tests were successful Yellow indicates that some warnings occurred. You can proceed with installation, however, it is highly recommended to review the warnings first. Red indicates that crucial tests failed and installation cannot proceed. Some tests cannot be performed while the NICE system is running. In this case, a warning message appears.
Figure D-4 Run Tests - Warning
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5. If the Warning message appears, select one of the following options:

Option What will happen
Abort Retry
Select this option to abort running all tests. Select this option if the user has decided that the system can be stopped. Before selecting Retry, the user must manually stop ALL of the NICE Services and SQL services on all of the machines specified in the left pane (servers and clients). Selecting this option runs all the SRT tests.
Ignore
Select this option if the NICE system cannot be stopped. By selecting this option, the SRT will clear the Network Requirements and CTI Requirements Tests from all of the selected servers so as not to interfere with recording.
6. You can view test results in this window, or click Next to review test results in the Report
window.
103
Figure D-5 Report Window

Save Report Save SRT Session
Export to NDM
TIP: There are several links on this page and throughout the report. Click a link to drill-down
for more detailed information. The report is automatically saved in PDF and in Excel format in the following location:
...\<SRT Files>\Reports
Figure D-6 Report Location
NOTE: In PDF or Microsoft Word format, information in collapsed areas will not be accessible. If you will be using one of these formats, expand the areas that you need, and save the file again. In Microsoft Excel format, all information is available and links are active. 7. If there are no failed tests, then the SRT is complete. Click Export to NDM.
The standard Windows Save As window appears. The SRT Site Map has an SRT extension.
Figure D-7 Sample SRT Site Map File Name
8. Select a location and save the SRT Site Map (.srt).
This is the SRT Site Map that you will need to import into NICE Deployment Manager! Start NICE Deployment Manager within 24 hours of creating this file.
9. Close the SRT.
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C
TDM Logger Firewall Settings
The following procedure describes how to connect to a TDM Logger from the SRT while the Windows firewall is enabled.
To enable the Windows Firewall on a TDM Logger: 1. Define ports 8085 and 135 as TCP Ports as follows:
Set the Scope for Any computer

Figure C-1 Change Scope Window
Verify that File and Printer Sharing are enabled
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5 Preparing Your Site for Implementation - A Guide for the NICE Customer (Rev. A6)
63
Appendix C: TDM Logger Firewall Settings
Figure C-2 Windows Firewall Settings
2. Ensure that the user account on SRT machine is a local administrator on the TDM Logger. NOTE: If the user account on SRT machine is not an administrator on the TDM Logger, but the user account has Remote Enable permission on the TDM Logger, then the user must also be given DCOM Remote Launch and Remote Activation privileges on the TDM Logger by running Dcomcnfg.exe at the command prompt. 3. On the TDM Logger, allow for remote administration as follows: a. From the Start menu, open the Run window and enter gpedit.msc. b. Navigate to: Local Computer Policy > Computer Configuration > Administrative Templates > Network > Network Connections > Windows Firewall. c. If the Logger is in the domain, then double-click Domain Profile. Otherwise, double-click Standard Profile. d. Click Windows Firewall: Allow remote administration exception. e. From the Action menu, select Properties. f.
Click Enable, and then click OK.
4. Set Local security policy as follows: a. The Network security setting: LAN Manager authentication level Properties
should not be under the level:

Send NTLMv2 response only\refuse LM & NTLM (all other levels are ok) b. Verify that the UAC (User Account Control) is configured as described in the Microsoft
Windows 2008/2008 R2 Configuration Guides.
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5 Preparing Your Site for Implementation - A Guide for the NICE Customer (Rev. A6)
64

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Site Readiness Tool 4.1 NICE Interaction Management 4.1 NICE Perform 3.2/3.

Site Readiness via SRT

385A1001-01 Rev. A7 October 2012

Chapter 1: Introduction to Site Readiness Whats New in this Release of 4.1?

Whats New in this Release of 4.1?

Chapter 1: Introduction to Site Readiness Scope of this Guide

Scope of this Guide

What is not included in this guide?

Chapter 1: Introduction to Site Readiness Scope of this Guide

Before you Begin

Chapter 1: Introduction to Site Readiness Terminology Used in this Guide

Terminology Used in this Guide

Chapter 1: Introduction to Site Readiness Terminology Used in this Guide

Acronym/Term Inventory File

Chapter 1: Introduction to Site Readiness Terminology Used in this Guide

Whos Who in this Guide?

Chapter 1: Introduction to Site Readiness Overview of the Site Readiness Tool

Overview of the Site Readiness Tool

This is the goal of this guide.

You, as the initiator of this project, will do the following:

Chapter 1: Introduction to Site Readiness Overview of the Site Readiness Tool

Tips for when presenting to the customer

NICE Environments Supported by the SRT

Chapter 1: Introduction to Site Readiness Overview of the Site Readiness Tool

What Does the SRT Test?

Integration Readiness Requirements - Tests Integration functionality for various major

Chapter 1: Introduction to Site Readiness SRT Workflow

NICE Project Team

4. Following the SPC, prepare the site

NICE Project Team

8. Advise Customer on corrective actions

SRT results questionable

7. Discuss SRT results with Professional Services Engineer for approval

SRT results approved

Professional Services Engineer

10. Perform the installation via NICE Deployment Manager (NDM)

11. Test the system according to the ITP

Chapter 1: Introduction to Site Readiness SRT Workflow

SRT Workflow for a Clean Installation

Chapter 1: Introduction to Site Readiness SRT Workflow

SRT Workflow for Maintenance and Upgrade

2. NICE Project Team

Chapter 1: Introduction to Site Readiness SRT Workflow

Tips for Database and Data Mart Clusters

installed on the cluster.

Chapter 1: Introduction to Site Readiness SRT Workflow

Chapter 1: Introduction to Site Readiness Prerequisites for Running the SRT

Prerequisites for Running the SRT

User Accounts and Permissions

Chapter 1: Introduction to Site Readiness Prerequisites for Running the SRT

The following requirements must be met when testing connectivity.

Chapter 1: Introduction to Site Readiness Prerequisites for Running the SRT

The following requirements must be met when testing connectivity.

Chapter 1: Introduction to Site Readiness Prerequisites for Running the SRT

SRT Port Usage

135 1024 65535

SRT Limitations in NICE Environments

The SRT cannot run on an Encrypted File System (Windows EFS).

The user can do one of the following:

Chapter 1: Introduction to Site Readiness Prerequisites for Running the SRT

SRT Session Site Prep Checklist (SPC)

Chapter 2: SRT for a New Installation Preparing to Run the SRT