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NICE Administrator's Manual 8.9
July 2004
385A0119-06 Rev. A3
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385A0119-06 Rev. A3
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Contents
Introduction 11
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Site Configuration Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1
Getting Started 15
Working with the NICE Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Starting NICE Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Defining a Database Connection Upon Startup . . . . . . . . . . . . . . . . . . . . . . 18
NICE Administrator Window Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Window Component Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Setting Up Site Name and Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . 24
Specifying the Site Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning Site Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning NICE Application Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning Data Field Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Defining the Site Password Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Defining Password Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Managing Site Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing the NICE Administrator Password. . . . . . . . . . . . . . . . . . . . . . . . . 33
Viewing the Legend of NICE Administrator Icons . . . . . . . . . . . . . . . . . . . . . 34
2
Managing NiceLog Loggers 35
Defining New Voice and VoIP Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Adding a Remote Tape Server (RTS) to the Logger Definition . . . . . . . . . . 39
Setting Up Additional Features for a Logger . . . . . . . . . . . . . . . . . . . . . . . . 41
Defining New Screen Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Contents 5
3
Managing NiceCLS Servers 89
Adding a New NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Adding Multiple NiceCLS Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Contents 6
4
Managing Users and User Groups 105
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
About Users, Agents, and Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
About Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
What are Profiles and How Can I Use Them? . . . . . . . . . . . . . . . . . . . 109
What is the Same as User option? . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Defining a User as an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Adding Personal Details to a User Definition . . . . . . . . . . . . . . . . . . . . . . . 115
Assigning User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Assigning a User Access to All Users . . . . . . . . . . . . . . . . . . . . . . . . . 118
Assigning NiceCLS User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Modifying User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Deleting User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Adding User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Assigning Privileges to a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Modifying User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Deleting User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Managing User Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Filtering the Users Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Contents 7
5
Setting Up Selective Recording 143
What is a Recording Program?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Starting the NICE Recording Planner Application . . . . . . . . . . . . . . . . . . . . 145
Setting Up a New Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Recording Programs that Prevent Recording . . . . . . . . . . . . . . . . . . . . . . . 155
Area Code Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Modifying a Recording Program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Enabling/Disabling a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Deleting a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
6
Managing the Media Library Server 161
Adding a New Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Modifying Media Library Server Definitions . . . . . . . . . . . . . . . . . . . . . . . . 167
Deleting a Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Working with the Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Printing Media Cassette Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Manually Labeling Media Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Identifying Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
7
Maintenance 175
Preventive Maintenance Timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
General Routine Visual Inspection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Logger/Server LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
SONY AIT Drive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Contents 8
A
User Privileges 185
Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
CLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Glossary 197
Index 207
Contents 9
• NICE Administrator Application used by the Site Administrator to set up and configure
system resources, which include the following:
• Users and User Groups
• NiceCLS Servers
11
12
Define Agents
13
Contents
NOTE: The buttons available in the NICE Toolbar reflect the NICE applications that
are installed.
NICE Administrator
NiceUniverse Evaluator
NICE Monitor
NICE Query
NiceUniverse Scheduler
NOTE: For NICE Reports, refer to the NICE Reporter User Manual.
2. Click the Data source button to define a database connection, or connect to a different
database.
The Select Data Source window appears.
6. Select System Data Source (to share the database), and click Next.
The Create New Data Source window appears with a list of drivers.
In this window, you can define a data source to connect to the SQL Server.
9. In the Name field, type the name you want to give to the data source.
In the How do you want to describe the data source? field, type a brief description of the
data source.
In the Which SQL Server do you want to connect to? field, click the drop-down list and
select the SQL Server you want to connect to.
10. Click Next.
The Create a New Data Source to SQL Server window appears.
11. Select With SQL Server authentication using a login ID and password entered by the
user.
The Login ID and Password fields are enabled.
12. In the Login ID field, type sa.
Leave the Password field empty and click Next.
The Create a New Data Source to SQL Server window appears.
13. Mark Use ANSI quoted identifiers and Use ANSI nulls, paddings and warnings. Click
Next.
The Create a New Data Source to SQL Server window appears.
14. Mark Perform translation for character data, and click Finish.
The ODBC Microsoft SQL Server Setup window appears.
Menu Bar
Toolbar
Shortcut
Bar
Resource
List
Resource
Definition
Area
Status Bar
Resource List
2. In the Resource List, click the resource to which you want to assign privileges.
A list of available privileges for the resource you selected appears in the Resource Definition
area.
3. In the Resource Definition area, mark the privileges that you want to assign to all users in
the site.
To limit privileges on the user and group level, see Managing Users and User Groups
on page 105.
4. When you are finished defining site level privileges, click Save in the toolbar to save the
changes you made.
2. All the data fields available for your site are listed under Column.
To change the name of a field, in the Name column, double-click the name of the field, and
type the new name.
3. In the View, Query and Edit columns, mark the checkbox to enable/disable the data field for
the entire site.
NOTE: It is important to set maximum privileges for all required data fields. If you limit
data field privileges at this level, you will not be able to enable those privileges at other
levels in NICE Administrator.
4. Double-click in the User Defined column to display up/down arrow buttons. Then, use the
arrow buttons to select a value from 1 to 5. The value represents the user-defined data field
that you want to map to.
NOTE: User-defined data fields are displayed in the Query Editor in NICE Query. For
more information about the Query Editor, see the NiceLog User’s Manual.
5. If you want to use a user-defined list of values for the data field, double-click in the List
column, and type the name of the list that contains possible values.
NOTE: User-defined value lists are created using the NICE Administrator application
List Editor. For more information, see Managing NiceCLS Servers on page 89.
6. When you complete site data field settings, click Save in the toolbar.
The data field information you specified for the site is saved.
2. In the Maximum Password Age area, select one of the following options:
Password never expires Select this option if you do not want user passwords to
expire.
Expires in __ days Select this option if you want user passwords to expire
after the number of days you specify. Use the up/down
arrows to select the value.
4. In the Minimum Password Age area, select one of the following options:
Change any time Select this option to enable user passwords to be changed
whenever necessary.
Allow change after __ days Select this option to enable user passwords to be changed
only after the number of days you specify. Use the up/
down arrows to the select the value.
6. In the Forbidden Passwords area, you can define passwords that may not be used by users
in the system.
The options in this area are as follows:
Add Click this button to define a password that cannot be used
by a user.
Type the password that you do not want users to use, and
click OK.
The password you specified is added to the Forbidden
Password list.
Edit Select a password in the Forbidden Password list, and
click this button to modify the password you selected.
The Forbidden Password window appears.
Modify the password as desired and click OK.
The password is modified and the change is shown in the
Forbidden Password list.
Delete Select a password in the Forbidden Password list, and
click the Delete button to remove it from the list.
7. When you complete site password settings, click Save in the toolbar.
The password information you specified is saved.
Lockout after __ bad login Specify how many login attempts the user will have
attempts before being locked out of the system.
Lockout refers to when the system disables a user’s
account. In this case, the user no longer has access to the
NICE applications. To enable a locked out account, the
Site Administrator must unmark the Account Locked
Out option in the NICE Administrator application User
Definition section. (See Managing Users and User
Groups on page 105 for more information.) Use the up/
down arrows to specify the number of bad logon attempts.
Display login information Mark this option if you want user login information to be
displayed each time the user logs in. The information
includes how many attempts the user made to log in, and
other related information.
3. In the Application Auto-Lock area, you can set the idle time after which any application that
has not been active, and to which a user is logged in, will automatically lock and the user will
have to reenter the login password. Each open application locks separately. Use the up/down
arrows to specify the number of idle minutes.
4. In the Expand Playback area, the Expand playback interval __ seconds option enables
you to specify the number of seconds you want to add before and after the playback time of the
recording. This is useful, for example, when you want to hear audio that begins immediately
upon playback and is too fast to be understood. Adding several seconds before the audio
begins may enable the user to understand the audio better. Use the up/down arrows to specify
the number of seconds.
NOTE: The Expand playback interval option can only be used for audio that was
recorded through a microphone or a speaker.
No playback restriction Allows the user to playback any of his own recordings at
any time.
Require colleague login for After the specified amount of minutes has passed, a
calls older than __ minutes second password is required in order for the user to
playback his own recordings. Use the up/down arrows to
specify the number of minutes.
For more information about Dual Password Playback, see the NiceLog User’s Manual.
6. In the Playback Division for Long Calls area, you can set the number of minutes for each
segment of a long call.
7. In the Windows Username Uniqueness area, clear this checkbox only if more than one user
will be logging in with the same Windows user ID. In this case, the agent cannot be uniquely
identified in a Free Seating by Agent Username environment.
8. When you complete the configuration of site security settings, click Save in the toolbar.
The security information you specified is saved.
The Change password for field displays the currently logged-in user.
2. In the Old password field, type the current password.
3. In the New password field, type the System Administrator’s new password.
4. In the Retype new password field, type the new password again in order to confirm it.
5. Click OK.
The System Administrator’s password is changed to the one you specified.
All NiceLog Loggers in the system must be defined and set up by the System Administrator in the
NICE Administrator application.
Contents
IMPORTANT
Before you define any Logger, ensure that the Logger is up and running.
All Voice and Voice Over IP (VoIP) Loggers can be defined using the procedure in this section. For
more information, refer to the NiceLog System Installation Guide.
VoIP Loggers enable the recording of VoIP audio. There are two types of Passive RTP Sniffing
NICE VoIP Loggers:
• VoIP Logger for Total Recording Static IP Addresses
• VoIP Logger for Total Recording Dynamic IP Addresses
IMPORTANT
You must save the Logger definition before you continue to ensure that the proper connection is
made to the database.
The definition is saved, and a Setup button appears in the General tab.
Chapter 2: Managing NiceLog Loggers 37
You use the Setup button for defining Audio Segments, Recording On Demand,
Automatic Deletion, and Test Tones. The availability of these features vary for each Logger
type and each Logger configuration. See Setting Up Additional Features for a Logger
on page 41, for details on setting up these features.
6. All of the Input and Output channels for the Logger appear. In a new Logger definition, all are
Configured. You can change the channel configuration for the Logger you are defining.
Move channels from the Configured list to the Not configured list. Click Save.
7. For High Density Loggers, you can optionally change the configuration property of each
trunk. click the Trunks tab.
The Trunks tab appears.
8. All of the trunks for the Logger appear. In a new Logger definition, all are Configured. You
can change the trunk configuration for the Logger you are defining. Move trunks from the
Configured list to the Not configured list. Click Save.
The following additional procedures are available when required for the Logger definition:
• Backup When this option is available, add RTS devices using the Backup
tab. See Adding a Remote Tape Server (RTS) to the Logger
Definition on page 39.
• Test Tones When available, use the Setup button on the General tab. See
Setting Up Additional Features for a Logger on page 41.
• Predefined When this option is available, use the Selective Recording button
Selective Recording on the Channels tab. See Setting Up Predefined Selective
Recording on page 63.
The Logger definition is complete. Repeat this procedure to add additional Loggers to your site.
RTS devices are added to the Logger definition in the Backup tab of the Logger definition.
2. Enter the Network address and the Index of device on RTS machine.
3. Click OK.
The new RTS device appears in the preview area in the Backup tab.
4. Click Save in the toolbar to save the RTS definitions.
Audio Segments: Enables you to define how an audio segment will be created. An
audio segment is a period of audio that is bound by “start” and “stop”
times, which are determined by the segment creation options
configured for each input channel.
Recorded audio is listed and played as audio segments in the NICE
Query application only.
Recording on Demand: Specifies which characters will be used to pause and resume
(ROD) recording when using DTMF Recording on Demand with the
telephone option. The Stop and Start can also be based on tones from
an Interactive Voice Response (IVR) system. (This feature is not
available for VoIP Loggers.)
Automatic Deletion: When the amount of available hard disk space on a Logger falls
below a certain level, the Logger either stops recording new audio, or
provides space for new audio by automatically removing the oldest
recorded audio from the Logger after it has been archived.
Test Tones: Allows you to define which time slots on each Logger are to be used
for sending Test tones. Test tones are continuously sent from the
switch to the Logger in order to check the Logger’s connections. This
feature is available for SCSA II Loggers (with ISAC2 boards only).
Features are added from the General tab of the Logger definition. After the Logger definition is
saved, a Setup button appears.
Setup
NOTE:
• The DTMF area appears only when defining Loggers that use DTMF.
• ROD is an optional component and does not appear in all configurations. It is not
available for any of the VoIP Loggers.
• For VoIP Loggers, the Segments tab does not contain the Minimum length
parameter or the DTMF area.
• For VoIP Loggers, the Automatic Deletion tab appears.
• The Test Tones tab appears only when the Logger has an ISAC2 board. (A list of Boards
appears in the lower part of the General tab for the Logger definition. See Figure 2-7
on page 42.)
2. Specify values for the following fields in the Segments tab:
Break after Two segments of active audio are considered separate audio
segments if the specified number of seconds of silence is detected
between them.
Minimum length Minimum number of seconds of active audio that can be considered
an audio segment.
Maximum length Maximum number of seconds of active audio that can be considered
an audio segment.
Save first digits The first group of DTMF digits detected are saved and can be used to
identify the audio segment.
Save last digits The last group of DTMF digits detected are saved and can be used to
identify the audio segment.
3. In the ROD tab, enter DTMF codes that can be used to resume and pause recording.
The code you enter must include a pound sign (#) in the first, second, or third position. The
code can include any number.
4. In the Automatic Deletion tab, choose the option to be used when the Logger’s hard disk
becomes full.
Stop recording input channels The Logger stops recording new audio.
Delete oldest recorded audio When the Logger’s hard disk is nearly full, Automatic
Deletion begins to delete the oldest archived audio.
NOTE: The Automatic Deletion process does not remove any part of a recording that
is currently being played.
5. In the Test Tones tab, select one or two time slots for each data line requiring test tones. The
numbers of the data lines directly corresponds to the numbers received from your switch.
NOTE: Only time slots 0 and 62 can be used for test tones. If these time slots have
been configured for selective recording, they are identified by their icon and cannot be
set for test tones. (See Setting Up Predefined Selective Recording, Step 4 on
page 66.)
Figure 2-12 NICE Administrator Window - New NiceLog Screen Logger Definition
3. Click Save in the toolbar to save the NiceLog Screen Logger definition.
To set up the parameters for audio input channels in the connected Logger:
1. In the NICE Administrator window, in the Resource List, expand the Channels folder.
2. Expand the Input Channels folder.
Input channel setup parameters for the selected channel appear in the Resource Definition
area.
3. Select an input channel in the Input Channels folder.
The General tab of the Input Channels window appears.
4. Click Setup.
The Setup Audio Input Channel window appears.
Chapter 2: Managing NiceLog Loggers 48
The connected Logger’s name appears in the title bar of the Setup Audio Input Channel
window, and the settings in the window affect only the selected input channel.
NOTE: You can adjust any parameter for an input channel even while it is recording,
except the Detector Type.
5. Change one or more of the input channel parameters, and click OK.
The input channel parameters are described in the following section.
Channel Parameters
Name
In the Channel area, type a name (up to ten alphanumeric characters) for the selected audio input
channel. This name appears in all subsequent references to the channel. When an input channel is
assigned a more recognizable name (such as, Ext. 3753), NiceLog users can more easily identify
the audio input channel.
If no name is specified in the Name field, the audio input channel’s default name appears in all
references to the channel.
NOTE: You can only specify a name when you set up an individual input channel.
Channel Type
Indicates whether the selected audio input channel is configured for an analog or digital input
source.
Description
Describes the physical attributes of the audio input channel (board and channel number for analog
channels; trunk name and time slot number for digital channels). This information is relevant only
when you are setting up a single audio input channel.
Activity Detector
You can set the Activity Detector for each configured input channel in a Logger to accurately
determine which audio received on the channel should be recorded. When activity detection is
enabled for an audio input channel, the channel starts recording only when the Activity Detector
detects audio that it considers active.
By recording only active audio, and not the periods of silence between active segments, you save
hard disk space on the Logger, and archive media space. Activity detection also enables efficient
playback of audio, so that silent segments can be skipped (compressed) and not reproduced during
playback.
Authorized NiceLog users can verify whether or not there is activity on a listed audio input
channel (that is, if the channel is currently receiving active audio).
Setting up activity detection for the selected audio input channel(s) consists of the following steps:
1. Selecting the detector type for the channel.
2. Setting the activity detection threshold for the channel.
To select an activity detection type for the selected audio input channel(s):
• In the Activity Detector area, select one of the options in the Detector Type drop-down list
for the selected audio input channel(s).
Depending on how the Logger is configured, one or more of the following types of activity
detectors appear in the Detector Type drop-down list:
LEVEL Based on average volume of the audio signal on the input channel. This
type of detector is supported in all system configurations and is
recommended for telephone inputs. The LEVEL detector, however,
cannot differentiate between line noise and voice signals with the same
volume level.
EXTERNAL External trigger (such as a radio receiver’s squelch output) is connected
to external activity detector input of the NiceLog Logger.
VOX (Optional) Recognizes the characteristics of human voice, and rejects all
other input audio so that only human voice is considered active.
ON/OFF HOOK (Optional) For telephone inputs. Detects when the telephone is in use
(OFF hook) and not in use (ON hook). Audio on the input channel is
recorded only when the connected telephone is in use.
LEVEL, EXTERNAL Based on average volume of the audio signal on the input channel and is
connected to external activity detector input of the NiceLog Logger.
None Disables Activity Detection for the selected audio input channel(s) so
that all audio input is recorded.
An activity detection threshold must be specified for the VOX and Level detector type. This
threshold, which determines which audio is considered active on the audio input channel, is based
on the input volume of the audio, relative to the threshold.
Setting this threshold must be done with great care, since it is critical to system performance and
reliability:
• A threshold level that is too low might cause silent audio segments to be recognized as active.
In this case, disk space is wasted, and silence compression during playback will not function.
• A threshold level that is too high may cause active segments to be considered silent. Since
silent segments are not recorded to the Logger’s hard disk when activity detection is enabled,
important audio data could be lost.
The following are the recommended activity detector threshold values:
• For VOX (either a standard, HF or VHF detector), the recommended threshold is 39.
Threshold 0 10 20 30 40 50 60 70 80 90 100
Vrms 0.07 0.2 0.5 1.5 4.1 11.5 32.5 91 250 720 2010
(milliVolts)
It is also recommended that you perform a trial-and-error procedure to determine the optimal
threshold for the selected input channel(s). This procedure is described in the following paragraph.
To determine the optimal activity detection threshold for the selected audio input
channel:
1. In the Setup Audio Input Channel window set the Activity Detector Threshold level to 39
(this is the default).
2. Click OK at the bottom of the window.
The Setup Audio Input Channel window closes and all of your changes to the setup of the
selected audio input channel(s) are saved.
3. Verify that there is audio being sent to the audio input channel, and then monitor the input
channel so that you can hear when audio is received by the channel. For more information
about monitoring, see the NiceLog User’s Manual. If you are setting the threshold for multiple
audio input channels with similar input sources, monitor one of the audio input channels, and
then continue the remainder of this procedure using only that audio input channel.
4. Listen for audio on the selected audio output device.
• If you do not hear any audio on the audio output device while audio is being received by
the audio input channel, set the activity detection threshold slightly lower (such as, -5).
• If audio is not being received by the audio input channel (that is, you hear only line noise),
set the activity detection threshold slightly higher (such as, + 5) to see if the current setting
is permitting too much audio to qualify as active.
5. Continue monitoring the audio input channel until you are satisfied with the threshold level.
6. Set the activity detection threshold to the same value for the other channels with similar input
sources.
7. For long-term verification of the accuracy of an audio input channel’s activity detection, check
the channel’s activity statistics from time to time (described below).
Activity Statistics
The NiceLog system enables you to configure an audio input channel so that only a certain amount
of its activity (that is, audio that is considered active by the Activity Detector, described above)
will be recorded on the channel.
You can specify the Maximum and Minimum activity limits for each audio input channel on a
Logger, and whether or not the Activity Statistics alarm should be enabled for the channel.
To set up the Activity Statistics parameters, and the Activity Statistics alarm for an
audio input channel:
1. In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio Activity
tab, mark the Alarm enable checkbox to enable the Activity Statistics alarm.
2. Set the Maximum and Minimum activity limits for the selected audio input channel(s) by
specifying values for the following parameters:
• Max. activity rate (%)
The maximum activity rate (1% to 99%) allowed for the channel. The activity rate is the
percentage of time that the channel is active. Normally the maximum activity rate is 99%.
This ensures that the Activity Statistics alarm for the channel will only be activated if
active audio is detected 100% of the time during the Maximum activity rate period.
• Min. activity rate (%)
The minimum activity rate (1% to 99%) allowed for the channel. The activity rate is the
percentage of time that the channel is active. Normally, the minimum activity rate is 0.1%.
This ensures that the Activity Statistics alarm for the channel will not be activated unless
no activity at all is detected during the Minimum activity rate period.
• Max. rate period (hrs)
The reference period (1 to 72 hours) for the maximum rate check. If, during the specified
period, the activity rate on the selected audio input channel is above the maximum rate, the
Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate
(such as, one hour).
• Min. rate period (hrs)
The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that
period, the activity rate is below the minimum rate, the Activity Statistics alarm is
activated (if enabled). Normally, a longer period is appropriate (such as, 72 hours).
EXAMPLE:
If you specify for an audio input channel, the Max. activity rate as 85% and the Max. rate period
as 2 hours, and the Activity Detector detects that the channel is active 90% of the time during a
two hour period, the Activity Statistics alarm will activate.
Audio Parameters
To set the audio parameters, choose the Audio Params tab in the Setup Audio Input Channel
window.
Segments Creation
Specifies the method(s) for defining the “start” and “stop” times for recording audio segments for
the selected input channel(s).
NOTE: Recorded audio is listed and played as audio segments, according to the
following parameters, only in the NICE Query application.
Compression
The compression rate at which audio is recorded on the audio input channel(s). The following
compression rates are available in the drop-down list:
Compression Rates
NOTE: Some compression rates are optional and may not be available in all
configurations.
A higher compression rate (that is 4:1 is higher than 2:1) records less digital audio data per second
to the NiceLog Logger’s hard disk. This translates into less disk and archive media usage, but
lower audio quality.
However, since audio quality degradation is insignificant for most audio sources, and more disk
space can mean better efficiency, the highest compression rate should be selected whenever
possible. The rate with the smallest Kbits/sec number is the most efficient compression rate in
terms of disk and archive space usage.
To apply the new compression rate settings, click OK at the bottom of the window.
Warning Tones
Refer to Figure 2-21. Mark the Enable warning tones checkbox if beep tones must be sounded
on the audio input channel during a telephone conversation to warn the other party that the
conversation is being recorded. Warning tones can be added only on analog audio inputs.
You can manually specify an audio channel’s input level (gain) on a scale from 0 to 25.5 dB or
have it maintained automatically by the Logger using Automatic Gain Control (AGC).
Input AGC averages the volume level of the signal on the audio input channel so that high and low
volume audio from the source are automatically recorded at the same volume level. For the best
audio quality, input AGC should be specified whenever possible.
If you decide to manually specify a channel’s input level, take care to test recorded audio by
playing a recording after setting the input level. An input level that is set too low, causes the input
audio to be recorded at a low volume, emphasizing the background noise. An input level that is set
too high, causes the audio input circuitry to operate above its nominal limits (saturation), and the
recorded signal is distorted. Input level setting (either automatic or manual) has no effect on the
activity detection process.
To manually specify the gain level for the selected audio input channel(s):
1. In the Input Level Control area, unmark the Automatic (AGC) checkbox.
2. Move the Manual slider right (higher) or left (lower) and the click OK.
2. In the Show channels from logger drop-down list, select a Logger. All of the Logger’s input
channels appear below the Logger.
3. Select the input channels you want to include in the group and click the Add button. Click
Save.
NOTE: You can define only one Output Manager per site.
Output buses are groups of channels that are routed to specific output devices. In a system with
analog outputs, the output bus connects channels from a set of Loggers. For example, each first
channel in a set of Loggers is connected to a bus. In a system with digital outputs, all channels
from a single Logger are connected to an output bus. Thus, one output bus is defined for each
Logger. A site can contain multiple buses.
The Output Manager defines the playback device selection for each output bus. For example, the
output type could be an extension or a speaker.
IMPORTANT
Before defining the Output Manager, verify that the CLS is running.
2. In the Name field, type the name you want for the Server.
3. In the Network Type field, click the drop-down list and select TCP/IP.
4. In the Network Address field, enter the address of the Output Manager.
5. When you are finished defining the Output Manager, click Save in the toolbar.
The Server you defined is saved and appears in the Resource List under Site, Servers,
Others, and the version number appears in the Version field.
2. In the Name field, type the name of the bus you are defining.
3. Click New to define a new output bus.
Output Bus_1 appears in the Output buses list.
4. To delete an output bus definition, select the definition you want to delete and click Remove.
In the Available Loggers area, select the Loggers that include the channels you want to add
to the bus, and move them to the Member Loggers area.
NOTE: All Loggers on a bus must have the same number of output channels.
8. In the Channels tab, for each channel number listed in the Channel column, in the Output
Type column, click the drop-down list and select an output device.
9. In the Extension column, enter the extensions of the output channels in the bus which are
defined as Output Type Extension.
10. After you finish defining the bus channels, click OK to save the definitions and exit the
window.
Selective Recording
TIP:
• All Trunks are listed (input and output). Only input trunks can be selected for
Selective Recording.
• Loggers which contain more than one trunk type, must have matching trunks and
input channels.
• Error checking and messages occur only once the input channel is connected.
(i.e., If you select an output trunk and do not mark the connected checkbox, an
error message will not appear.)
All Data Lines appear in the Trunks column.
If the Trunk Mate and Time Slot Mate columns appear, then you can sum two time slots to
record on one input channels.
IMPORTANT
All Data Lines (Trunks) in this application are numbered 1 - 21. If the Trunks on some your
switch are numbered 0 - 20, then Trunk 0 on your switch corresponds to Trunk 1 in this window,
Trunk 1 on you switch corresponds to Trunk 2, and so on.
In both windows, the input channels appear in the leftmost columns. The Connected
checkbox for each input channel must be marked in order to establish the connection once the
assignment is made.
2. Enter the Trunk/Time Slot combination or the Data Line/Time Slot combination for each
input channel.
3. To define a summed input channel, enter a second Trunk/Time Slot combination, in the
Trunk Mate and Time Slot Mate columns.
4. Mark the checkbox in the Connected column for each assignment to confirm the connection.
5. To use a Time Slot for test tones, clear its Connected checkbox. Only Time Slots 0 and 62
can be used for test tones. (See Setting Up Additional Features for a Logger on page 41.)
6. To save your changes and continue working in this window, click Apply.
7. To save your changes and close this window, click OK.
TIP: If you do not mark the Connected checkbox, your settings will be saved, but the
connection to the input channel will not be made.
NOTE: Defining an N+1 Logger Chain is an optional feature, and is not available in all
configurations.
The Hot Standby System window displays the Spare (redundant) Logger in the chain (on the
left side of the window).
NOTE: After you define the Loggers, the system is able to detect the spare Logger,
and denotes it with an asterisk in the Resource window.
In the Hot Standby System window, you can perform the following operations:
Learn All: Click this button to list all Loggers connected to all N+1 Loggers at the
site.
Learn: Click this button to list all Loggers in the Spares list that are connected
to the selected N+1 Logger.
Update: Click this button to update the N+1 Loggers with the configurations of
the Loggers connected to them.
Update & Save: Click this button to update the N+1 Loggers with the configurations of
the Loggers connected to them, and then save the chain information in
the database.
2. After you complete the Hot Standby definition, click Close to exit.
Archiving Audio
Using NICE Backup, the System Administrator configures one of three archiving modes, to ensure
long-term storage of recorded audio.
• Automatic Archiving: The archiving devices are configured for automatic archiving in the
connected Logger.
NOTE: Data can be written to both sides of the Magneto Optical (MO) cartridges.
3. In the Backup Mode area, select one of the following modes of Automatic Archiving for the
selected archiving devices:
• Continuous
Audio on the hard disk is continuously backed up to the archiving media loaded in the
selected archiving device. When the medium is full, a message notifies the System
Administrator to replace it, and archiving automatically continues on another configured
archiving device.
• Cyclic
This type of archiving is only available with the 6DAT option. Automatic archiving of
recorded audio where the DAT cassettes are overwritten when they are full. When the
6DAT is configured for cyclic archiving, a single DAT is configured for mirroring and
concurrently archives the audio. This provides a copy of the audio for long-term storage.
• Channeled Archiving
An archiving device is configured to back up audio previously recorded on specific
channels. Select the Channeled Archiving option then select the appropriate device tab.
In the Channels to archive area, click Select Channels.
The Channels to Archive in Device # on Logger # window appears.
WARNING
Channels that appear with an exclamation mark (!), have not been assigned to any of the
archiving devices. Automatic Archiving cannot begin until all channels have been assigned to an
archiving device.
In the Select Audio Channels area, select the audio input channels whose audio you
want to archive in the selected archiving device. Click OK.
• Mirroring
Two archiving devices in the Logger are set up to concurrently archive the same recorded
audio from the Logger’s hard disk.
In the Mirroring timeout field (see Figure 2-33 on page 70), type the number of minutes
that, in the event of archiving failure, one archiving device should wait for the other. If the
inactive archiving device does not resume archiving within the specified timeout period,
mirroring stops, and the remaining archiving device takes over.
NOTE: If two archiving devices are set for Automatic Archiving without mirroring,
when archiving terminates on one archiving device, the other archiving device
automatically starts archiving.
4. In the Set to automatic archiving area, select archiving devices to configure Automatic
Archiving in the connected Logger.
If a Device checkbox is not marked, Automatic Archiving is not configured in the connected
Logger.
5. In the Device # tab, in the Overwrite period area, configure an overwrite protection period
for this device.
Select one of the following overwrite options to implement on the archiving device.
• Do not overwrite media for the next__
Specify the number of months or days that should pass after recorded audio is archived to
archiving media, before audio can be overwritten.
Automatically assigning an expiration to each archiving medium when it is ejected
ensures that archived recordings cannot be overwritten until the required minimum period
of time has passed.
• Overwrite any previous media contents
Archived recordings can be overwritten immediately.
6. Configure Automatic Archiving to start and stop according to one of the following modes:
• In the Start writing to the media area, select When the medium is inserted.
In the Automatically eject the media area, select When the medium is full.
-or-
• In the Start writing to the media area, in the Periodically at field, type or select the
time (in hh:mm format), and select the day(s) that Automatic Archiving should begin.
In the Automatically eject the media area, in the Periodically at field, type the time,
and select the day(s) that Automatic Archiving should end.
-or-
• In the Start writing to the media area, select When the medium is inserted.
In the Automatically eject the media area, in the Periodically at field, type the time,
and select the day(s) that Automatic Archiving should end.
3. In the Backup Scheme area, select one of the following three Automatic Archiving modes:
• None
The Autoloader device is disabled so that Manual Archiving or Retrieval can be performed
on the single archiving device.
• Continuous
The Autoloader device is in continuous archiving mode and the single archiving device is
reserved for Retrieval and Manual Archiving purposes. Audio is archived to archiving
media loaded in archiving device magazine slots 2-6 (the first slot is reserved for a
cleaning medium). The magazine is ejected when all of the archiving media are full or
according to a specified automatic eject date.
• Cyclic
The Autoloader device overwrites its archiving media when it is full.
NOTE:
• If you set the Autoloader to eject the archiving magazine every few weeks, set it to
eject on only one day of the week. If you set the Autoloader to eject the archiving
magazine every week, set it to eject on a few days of the week.
• If you are archiving to DVD, when automatic archiving is complete, the media is
not automatically ejected. A warning message appears telling you to open the door
of the Logger before you click the Eject button. If you click the Eject button
without opening the door first, an error message appears telling you to open the
door and click the Eject button again.
NOTE: There are different procedures for standard Automatic Archiving and for
Automatic Archiving on Autoloader Devices. Both are given below.
2. In the Backup Mode area, deselect the checkbox corresponding to the archiving device(s) on
which you want to disable Automatic Archiving. Then click OK.
The Setup Automatic Archiving for Logger window closes, and you receive confirmation that
Automatic Archiving is disabled.
4. Insert the archive media in the specified drive, and click OK.
5. Click the Show Media Contents button in the toolbar.
The Device # Logger # window appears.
When you are finished defining the filter, click Start archive.
7. Click the Return to Default Operation button to continue the Automatic Archiving program.
Retrieving Audio
To play archived audio that has already been removed from the Logger’s short-term storage disk,
you must first retrieve the audio from the archive media to the disk.
6. Select the Logger channel that contains the audio you want to retrieve.
Each Logger channel contains audio recorded from the time that appears in the Start Time
column, till the time that appears in the Stop Time column. This may include several
recordings.
7. At this point, you can either define a retrieval filter for audio recorded on the channel, or you
can select specific recordings that you want to retrieve from the channel.
This step continues with the definition of an audio retrieval filter. To select specific recordings,
skip to Step 8.
a. In the Device # Logger # window, click Start Retrieval.
The Retrieval from Media window appears.
b. Specify the start and end periods of the audio you want to retrieve as follows:
From time Click the drop-down list and select the start date of the audio that you want
to retrieve. Then, click the up/down arrows in the Time field to specify the
start time of the audio that you want to retrieve.
-or-
Click the From channel start option to retrieve all recordings from the
time recording began on the channel.
To time Click the drop-down list and select the end date of the audio that you want
to retrieve. Then, click the up/down arrows in the Time field to specify the
end time of the audio that you want to retrieve.
-or-
Click the To channel end option to retrieve recordings up to the last
recording on the channel.
c. When you are finished specifying the start and end periods, click Start retrieve.
The audio you specified is copied to the Logger’s hard disk.
8. If you want to select specific recordings to retrieve from the channel, in the Device # Logger #
window, click Recordings.
The Recordings window appears.
Select the recordings you want to retrieve, and click Start Retrieve.
The recordings you selected are copied to the Logger’s hard disk.
9. After you complete a retrieval operation, if you loaded archive media for the retrieval
operation, and the device was set for automatic archiving, click the Return to Default
Operation button to continue the automatic archiving program.
-or-
If you retrieved audio from archive media that was already loaded, and the device was set for
automatic archiving, you do not need to take any further action. The NICE Backup utility
resumes the automatic archiving program.
NOTE: Privileges for the external Logger must be defined in the Privileges tab, in
order to retrieve call information from its media.
Deleting Audio
If necessary, you can erase the contents of an entire archive media.
NOTE: The Delete operation erases the entire cassette. You cannot erase specific
recordings from the NICE Backup window.
2. Click the Assign to Erase button in the toolbar to set the current operation to delete. (This
stops other operations, to enable deleting.)
3. Insert the archive media that you want to erase in the appropriate drive.
4. In the Devices of logger area, select the device you want to use, and click the Media
Contents button in the toolbar.
The Device # Logger # window appears.
5. Click Start Erase to erase the contents of the archive media you inserted in the drive.
2. For each Logger, mark the field corresponding to the archiving device you want to enable.
-or-
Unmark the field to disable the archiving device.
NOTE: You can disable an archiving device only when it is not in use.
3. Click OK.
The Configure Devices window closes, and your changes take effect immediately.
• Device Type Type of archiving medium loaded in the selected archiving device.
• Default Operation Default operation configured for the selected archiving device.
• Last cleaning time Day, date, year, and time that the selected archiving device was last
cleaned.
NiceCLS Servers are defined and set up in the NICE Administrator application. Once you define a
NiceCLS Server, authorized users can access the NiceCLS Server’s information and services,
using all the applications.
Defining and setting up NiceCLS Servers involves specifying Server details such as name,
network address and protocol, and data column privileges.
Contents
NOTE: The NiceCLS Server you are defining must be active and accessible on the
network to enable you to save the Server definition.
Figure 3-1 NICE Administrator Window - CLS Server Definition General Tab
2. In the General tab of the NiceCLS Server definition, enter the information as follows:
Name Type the name of the Server. The server name can be up to 20
characters.
NOTE: After you type a value for Name, and move to the next field, the Administrator
application attempts to connect to the database to extract its data columns. These
columns then appear in the Columns tab.
NOTE: After you enter a value for Network Address or Network Type, and move to
the next field, the NICE Administrator application attempts to connect to the database
to extract its system configuration parameters. These parameters will appear in the
Capabilities section.
Remote Database Select this option if your system includes NiceCLS Clustering
(redundancy). If you select this option, enter the information in this
section as follows:
Secondary Mark this box.
Network Type Network type of the Secondary NiceCLS Server
in the cluster. TCP/IP is selected by default.
Network Address Enter the network address of the Secondary
NiceCLS Server in the cluster.
The Capabilities section of the General tab contains the following information obtained by
the system:
• Server ID
• Number of Loggers
• Version
• Number of channels
• Database
• Switch
3. Click Save in the toolbar to save the NiceCLS Server definition.
The definition is saved, and the relevant Database and Switch information appears in the
General tab.
4. Click the Columns tab.
The Columns tab appears.
Figure 3-2 NICE Administrator Window - New NiceCLS Server Columns Tab
5. The first column on the left of the table is a list of all the data columns to which you can assign
access privileges. For each line in the table, mark the privileges you want to assign for the data
column, by clicking the checkbox under View, Query, or Edit.
NOTE: Some View, Query, and Edit checkboxes may be disabled, due to global site
privilege settings. (You cannot mark disabled boxes.) Global site settings are
explained in Setting Up Site Name and Access Privileges on page 24.
6. After you finish assigning NiceCLS Server privilege settings, click the Loggers tab to specify
which Loggers are connected to this NiceCLS Server.
The Loggers tab appears in the Resource Definition area.
7. Move the Loggers that will work with the NiceCLS Server from the Available Loggers list to
the Members Loggers list.
NOTE: The Loggers appearing in the Available Loggers list are all previously
defined in the site.
8. Click Save.
The NiceCLS Server definition is saved.
The Mapping Tables tab enables creation and management of mapping tables in the NiceCLS
Server’s call database, as described in the next section.
NOTE: Additional mapping tables can be added to the NiceCLS Server after
installation by your NiceLog Customer Support provider.
A Mapping Table is typically set up to map one call data field reported by the telephone switch
(such as, Agent ID, Station, Extension) to one or two customized call data fields not reported by
the telephone switch (such as, Agent Name, Department). The call data field reported by the
telephone switch is referred to as the “map-from” field. The call data fields not reported by the
telephone switch are referred to as the “map-to” fields.
Mapping Tables are defined using the NiceCLS Server Database Setup utility. Once a Mapping
Table is defined, it can be managed using NICE Administrator.
In NICE Administrator, for the map-from field of each mapping entry, you must specify a unique
data value (reported by your site’s telephone switch).
NOTE: If your site has more than one telephone switch for which one NiceCLS Server
logs calls, each Mapping Table requires an additional map-from field, named Unit.
This field is required as a map-from field to identify the switch that handled the call.
You must specify a unique combination of data for the two map-from fields for each
mapping entry in the Mapping Table. For more information, see Telephone Book
Mapping Table on page 95.
NiceCLS Mapping Tables make searching for calls easier by providing more information for users
to include in a query’s search criteria. The mapping tables are required if you want to perform the
following options using the NICE Query application:
• Specify additional call data fields (that are not reported by your site’s telephone switch) as
search criteria in a query.
• Display additional call data fields (that are not reported by your site’s telephone switch) as
columns in the call list of the NICE Query window.
In the Edit Query window of the NICE Query application, you can easily search for calls by
specifying any call data field maintained in a NiceCLS Mapping Table (such as, Agent Name,
Department).
The call data fields that are maintained in NiceCLS Mapping Tables can also be displayed as
columns in the call list of the NICE Query window.
For more information about the NICE Query application, see the NiceLog User’s Manual.
NOTE: You cannot define recording programs (for Selective Recording) with
conditions based on map-to fields. Also, map-to fields are not available in the NICE
Monitor application.
Map-From Map-To
For example, station 3701 is mapped to agent name Barnfield John, and to the Marketing
department.
If a site has more than one telephone switch on one NiceCLS Server, the Mapping Table also
includes the Unit field as a map-from field.
Map-From Map-To
The Telephone Book Mapping Table enables each call to be identified by the name of the agent
and department that handled the call, thus making it possible to:
• Search for calls by employee name or department name (in addition to the extension).
• Display employee name and department name as columns in the call list of the NICE Query
window.
The Agent Name Mapping Table maps the ID of each agent in your organization to the agent’s
name and department name. Each mapping entry contains a unique value (reported by the
telephone switch) for the Agent ID map-from field.
Map-From Map-To
For example, agent ID 201 is mapped to agent name Byrnes Jay, and to the Marketing department.
The Agent Name Mapping Table enables each call to be identified by the name of the agent and
department that handled the call, thus making it possible to:
• Search for calls by agent name or department name (in addition to agent ID).
• Display the agent’s name and department name as columns in the call list in the NICE Query
window.
Map-From Map-To
For example, Phone Numbers 6453800 and 6453810 can both be mapped to Customer Name
“National Bank”.
The Customer Name Mapping Table enables each call to be identified by the name of a customer,
thus making it possible to:
• Search for outgoing calls made to a specific customer, and/or incoming calls received from a
specific customer.
• Display the customer’s name as a column in the call list, in the NICE Query window.
EXAMPLE:
If an employee marries and changes her name, you may need to continue to look up her maiden
name in a query’s search criteria to search for calls she handled prior to her name change. If so,
it is recommended that you do not edit the mapping entry value. Instead, you can delete the
mapping entry, and then add a new mapping entry with the desired value.
4. In the Table field, click the drop-down list and select the table that contains the values you
want to change.
The table you selected is displayed below the Table field.
5. The following additional changes can be performed:
Add Click this button to add a new line to the table. After the line is added, you can
specify the values for the entry columns by clicking in the column and typing the
value.
Delete Click this button to delete the selected line from the table.
6. When you finish changing entry values, click Save in the Toolbar.
The changes you made are saved.
Chapter 3: Managing NiceCLS Servers 98
TIP: To easily find a data list, its name should reflect its contents.
List name
appears
here
Figure 3-8 List Items for <List Name> Window - List Item defined
NOTE: Items appear in the drop-down lists in the order they appear in the List Items
window. You can change the order of the list by selecting an item and clicking either
Move Up or Move Down.
4. To edit or remove an item, select it from the list and click Edit or Delete.
5. When you have finished adding items to the list, click Save and then Close to save the list
and exit the window.
b. Type the name of the new list, for example, Section. Then click Submit.
TIP: To easily find a data list, its name should reflect its contents.
List name
appears
here
b. In the List Item field, type an item from the list, for example, Item 1.
c. Click Submit. The item is displayed in the List Item area.
NOTE: Items appear in the form lists in the order they appear in the List Items
window. You can change the order of the list by selecting an item and clicking either
Move Up or Move Down.
4. To edit or remove an item, select it from the list and click Edit or Delete.
5. Click Save and then Close.
This chapter explains how users and user groups are defined and managed by the System
Administrator using NICE Administrator.
The Administrator application enables the System Administrator to define all users in the system
and assign access privileges to each user for the NiceCLS database and applications.
Contents
Overview........................................................................................................................106
About Users, Agents, and Groups............................................................................106
About Privileges .......................................................................................................108
Helpful Hints ............................................................................................................. 110
Adding Users ................................................................................................................ 111
Defining a User as an Agent .................................................................................... 113
Adding Personal Details to a User Definition ........................................................... 115
Assigning User Privileges ........................................................................................ 116
Assigning NiceCLS User Privileges .........................................................................120
Modifying User Definitions .......................................................................................122
Deleting User Definitions..........................................................................................122
Adding User Groups.....................................................................................................123
Assigning Privileges to a Group ...............................................................................124
Modifying User Group Definitions ............................................................................127
Deleting User Group Definitions...............................................................................128
Managing User Profiles................................................................................................129
Filtering the Users Lists...............................................................................................133
Filtering the User Groups List .....................................................................................136
Setting Up User Information Files...............................................................................138
Overview
When the NiceLog system is installed, the only user defined is the initial Administrator. This first
user has complete access privileges to the entire Administration system. You use this first user to
log into NICE Administrator and define all other users in the system. Each user in the system must
be given access privileges for the resources they will use (loggers, servers, applications, etc.).
Users
A user is anyone defined in the NiceLog system. Some users have access both to the NiceLog
applications and to other users. Other users are defined in the NiceLog system only to be recorded
and monitored and do not have any access to other users or NiceLog information. Users whose
calls (incoming and/or outgoing) are recorded or monitored must be defined in the NiceLog
system as agents. Agents do not need access to NiceLog applications.
Users who are to monitor calls and otherwise use the NiceLog applications to control the NiceLog
system, must be given privileges to access the users and resources (applications and servers) they
require.
When defining users the following applies:
• Users who are defined as agents have automatic access to their own calls. (However, they still
require permission to access the required applications and servers.)
• Users who are not defined as agents do not receive automatic access to any other users or to
agents’s calls.
• Users can gain access to other users/agents in the following manner:
• Users who are group leaders (such as supervisors and project managers) are defined as
group members and have access to all other members of the same group and to all users
and agents defined as resources of the group.
• Users given special ‘Access All User’ privileges, can access all users and agents
connected to the site. This special privilege should be reserved for top personnel and given
with caution. (See Assigning User Privileges on page 116.)
NOTE: To have access to an agent’s calls, you must have access privileges to both
the agent and to the NiceCLS Server on which they are defined.
Agents
An agent is any user whose calls (incoming and/or outgoing) are recorded. Any user can be
defined as an agent. Agents must be defined on a NiceCLS Server. Agents are automatically given
access to their own calls. A user who is not defined as an agent, does not receive automatic access
to any other user’s calls. Agents require separate access to applications and servers.
NOTE: Agents do not exist in a Loggers-only environment as there is no NiceCLS
Server. In a Loggers-only environment, calls can only be recorded and identified by
channel.
EXAMPLE:
Agent Alex is an employee whose calls are being monitored, agent Alex must be a user defined as
an agent. Agent Alex does not need to have access privileges to any resources in the system. If
supervisor Sam, as agent Alex’s supervisor, is monitoring agent Alex’s calls, supervisor Sam
needs to have access privileges to agent Alex and to the NiceCLS Server on which agent Alex is
defined. This is done by creating a group where supervisor Sam is added as a group member and
agent Alex, and the NiceCLS Server on which he is defined, are added as resources on the
Privileges tab. Supervisor Sam does not need to be defined as an agent. If supervisor Sam’s calls
are also to be recorded, then supervisor Sam needs to be defined as an agent as well.
When a call is recorded, the system identifies the agent making or receiving the call by one of the
following three methods:
• Free seating - Allows the agent to log into NiceLog from any telephone extension. In this
case, a unique agent ID is required, in addition to the agent’s login ID to identify the agent
logged in. The agent must login using the special NiceCLS Login window in order to be
recorded.
• Fixed seating - The agent must always log into NiceLog from the same telephone extension.
In this case, the agent’s unique telephone extension number is used to identify the agent.
• Free seating by Agent Username -The agent can log into NiceLog from any extension and
is identified by the Windows login ID used. In this case, a unique Windows login ID must be
used.
NOTE: A system is defined as being either Free seating or Fixed seating. One of
these two ID’s is required. Free seating by Agent Username is an additional, optional
method of identification.
Group Leaders
Group Leaders in the system have access to other users and to agent’s calls. These access rights are
granted by creating a group of all the involved users and assigning one or more group leaders
(known in the system as group members). All the group members of a group automatically
receive the same access rights. (Access to each other and to all users, servers, and channels added
to the group.)
You can create user groups in order to allow supervisors or project managers access to a group of
users. All supervisors or project managers for a group are referred to in the system as
group members. The group members are the group’s leaders and inherit the privileges assigned
to the group and have access to all users in the group. The users that are managed by the group
members are added to the group as resources on the privileges tab. The users who are resources in
a group do not inherit any privileges assigned to the group.
About Privileges
Privileges can be assigned at site level, group level, or to individual users. Your site, groups, and
users are structured hierarchically.
IMPORTANT
The higher the level at which you assign privileges, the more users that will have them, so do so
with caution.
The advantage of using profiles is that you can create a profile which includes the basic privileges
needed for each job position and then customize them for each user as needed.
Your system comes with some predefined profiles, which you can modify. You can also add as
many profiles as you need. For instructions, see Managing User Profiles on page 129.
Guidelines for using the Profiles are provide in Assigning User Privileges on page 116.
EXAMPLE:
All contact center supervisors need the same privileges, however, one supervisor needs an
additional privilege to use the Lists Editor application. You can use the same Profile for all these
supervisors and then add the privilege for Lists Editor to the supervisor who needs it. Likewise,
you can remove a privilege from an individual user who started with a general profile.
EXAMPLE:
Supervisor Sally is a group manager in the Accounts group. She will be on an extended vacation
leave for one month. Sean will be covering for her. Open Sean’s user definition and use the Same
as User button on Sean’s Privileges tab to select Supervisor Sally. Sean will be added as a group
member to the Accounts group and will receive all the same privileges that Supervisor Sally had.
Helpful Hints
The following table gives examples of some common situations, focusing on the specific accesses
that must be granted/denied to achieve a certain goal. This table does not give full instructions for
creating a user, it only provides some extra controls.
To... Do the following...
Allow 2-way access between 2 or more users Make them members of the same group
and/or agents
Give one-way access from a user to other Make the first user a group member and the
users/agents other users/agents resources in the same group
Give a group of users identical privileges but Create the first user with the appropriate set of
not access to each other privileges and use the ‘Same as User’ option
when creating the remaining users, or, create a
new profile with the appropriate set of
privileges
Restrict a single user’s access to specific CLS Add the NiceCLS Server to the user’s resource
information list and then remove access to the individual
columns
Restrict the range of CLS access Use the Filter Editor when assigning CLS
privileges at user level
Block an entire group from accessing a Remove it from the group resource list
resource
Give a user access to all users and agents Mark ‘Access all Users’ (see Assigning a User
connected to the site Access to All Users on page 118)
Adding Users
TIP: If the New button is not activated, click anywhere in the Users-Groups branch
of the Resource List. The face of the New button varies according to the resource last
created.
New User appears in the Resource List under Site, Users-Groups, Users, and the General
tab selected.
NOTE: The appearance of the Windows Username field depends upon your NiceCLS
configuration.
First name, Last Enter the first name and last name of the new user in the appropriate
name (required) fields.
Middle name Enter an optional middle name for the new user.
Login name Enter a unique name that the user will use to log into NICE
(required) applications.
Email address If relevant, enter the email address of the user.
Password, Enter the password that the user will use to log into NICE applications,
Confirm password and confirm the password by typing it again in the Confirm Password
(required) field.
NOTE:
• The password entered cannot be identical to the User’s first name, last name,
login name, or extension.
• When the Strict Password Checking option is enabled (see Defining Password
Parameters on page 28), the following password requirements are in effect:
• The password cannot include leading or trailing blanks.
• The password cannot have more than two identical consecutive characters.
• The password cannot contain only digits or only letters.
User must change Requires the user to change passwords the next time the user logs
password at next into any NICE application.
login
User cannot change Prohibits the user from changing the password you assign.
password
3. Click Save.
The user definition is saved with the following privileges:
• Privileges assigned at site level are automatically inherited (see Assigning Site Access
Privileges on page 24).
• If the user is added to a group, at group member level, the group’s privileges are
additionally inherited (see Adding User Groups on page 123).
You can continue defining the user you just created in the system with any of the following:
• Define the user as an agent. Continue with Defining a User as an Agent on page 113.
• Add personal information. Continue with Adding Personal Details to a User Definition
on page 115.
• Customize a user’s privileges. Continue with Assigning User Privileges on page 116.
• Give the user access to the NiceCLS database. Continue with Assigning NiceCLS User
Privileges on page 120.
IMPORTANT
Before creating an Agent, the Agent must be added as a User in your NiceLog system. To add a
User, see Adding Users on page 111.
CLS Server Click the drop-down list and select the NiceCLS Server handling this
(required) agent’s switch reports.
Switch ID Enter the identification number of the switch (PABX) connected to the
(required) NiceCLS Server assigned to that user. This number is determined when
installing the NiceCLS Server handling the agent’s switch, and uniquely
identifies the switch in the system.
Agent ID If your system supports a Free Seating environment, enter the user’s
(required) agent Login identification number.
Extension If your system supports a Fixed Seating environment, enter the user’s
(required) telephone extension number.
Windows If using Free Seating by Agent Username, enter the User’s Windows
Username login ID. The name entered must be unique in the system.
NOTE: The appearance of the Windows Username field depends upon your NiceCLS
configuration.
3. Click Save.
This user is now defined as an agent and can be recorded and monitored in the system.
NOTE: To change the drop-down lists, use the List Editor, as described in Managing
System Lists for NICE Administrator on page 99.
2. Enter the required information for the user in the fields provided.
3. Click Save.
NOTE: You can only assign privileges that have been assigned to you. You cannot
assign privileges that you do not have.
A complete list of all privileges and suggestions for assigning them, can be found in User
Privileges on page 185.
For more information, refer to About Privileges on page 108.
You can manually choose which privileges to assign to a user or use the Profiles or Same as
User options. The Profiles and Same as User options allow you to copy a set of privileges Use the
following guidelines:
• You can choose only one profile or user to copy privileges from.
• When you copy privileges from a profile or from a user, all previous privileges that the user
had are cleared.
• After copying privileges from a profile or user, you can add additional privileges to the user.
• When using a profile, the privileges in the profile are copied to the user. Any changes made to
the profile after it is copied to the user, do not affect the user.
• After a set of privileges are copied from a profile, you can manually remove from the user any
privileges that are needed by that user.
• If the user you select to copy from is a group member in a group, the new user will be placed
in the same group, as a group member, and thus inherit the same privileges.
• When using Same as User, privileges are copied from one user to the other. Any changes made
to the first user after the privileges are copied, do not affect the new user.
• You can only select a profile or user to copy from if you have all of the profile’s or user’s
privileges.
For more information, refer to:
• What are Profiles and How Can I Use Them? on page 109
• What is the Same as User option? on page 109
2. (Optional) To assign the privileges from a predefined profile, in the Profile field, select a
profile. See Guidelines for using Profiles and the Same as User options on page 116.
3. (Optional) To copy the privileges from a different user, click Same As User and select a user
from the list. See Guidelines for using Profiles and the Same as User options on page 116.
4. To add servers or channels to the Resource List, click Add and select a resource
type.
The Add Resource window appears.
5. Select the servers/channels to which you want to assign user privileges, and click OK.
The servers/channels are added to the user’s resource list. You must continue and assign the
user access privileges to them following the instructions in the next steps.
NOTE:
• Agents must have access privileges to the NiceCLS Server that they are defined
on and to the relevant columns. (See Assigning NiceCLS User Privileges
on page 120.)
• Users who have access to other users or agents, must have access privileges to
the the NiceCLS Server that the user or agent is defined on and to the relevant
columns. (This access is usually given at group level where access to the user/
agent is given.)
6. In the Resource List (refer to Figure 4-4 on page 117), select a resource.
A list of available items for the resource you selected appears in the Resource Definition area.
NOTE: Items that are grayed out indicate that access was granted at either group or
site level and cannot be removed.
7. Mark/unmark the items to which you want the user to be granted/denied access.
TIP: To mark all the items in the Resource Definition area, click Select All.
NOTE: This is a very high level privilege and should be assigned with caution.
Select the Access all users option to allow the user access to all users and agents on all
NiceCLS Servers connected to this site.
2. In the toolbar, click Save to save the user definition.
• Query - allows the user to run a query using this field as a parameter in the Query
application
• Edit - allows the user to edit this data (this option can only be given to user defined fields
and not to information received from the switch)
3. To apply a filter which limits CLS column access to a specific range, click the filter button
at the end of a row.
The Filter Editor window appears.
5. Click Save.
The user definition is saved.
IMPORTANT
Changes made to a user definition do not take effect until the next time the user logs into the
system.
An existing user’s definition can be modified as needed. In order to have permission to do this, the
Modify User checkbox for the Administrator application (Privileges tab) must be marked in your
user definition.
NOTE: You can make changes to all the information on all the user’s General and
Details tabs. On the Privileges tab, you are restricted to assigning only those
privileges that you have been assigned.
The definition of the user you selected appears in the Resource Definition area.
2. Modify the user’s definition and click OK. For more information about user definitions, see
Managing User Profiles on page 129.
IMPORTANT
A user who is deleted from the system while logged in, will remain active and able to use the
system until logging off.
You can delete user definitions from the system whenever necessary. Deleted users do not appear
in user definition lists generated in the NICE applications (such as NICE Query).
The definition of the user you selected appears in the Resource Definition area.
2. Click Delete in the toolbar. Following confirmation, the selected user definition is deleted.
EXAMPLE:
Bob and Jane are joint department heads. Tim, Sue, Anne, and Mary work in their department.
Create a group where Bob and Jane are group members (added on the Members tab). Add Tim,
Sue, Anne, and Mary by using the Add Resources window on the Privileges tab. This gives Bob
and Jane access to each other and to all the others. Tim, Sue, Anne, and Mary do not gain any
privileges from this relationship.
For a complete explanation of User Groups and access privileges, see Overview on page 106.
NOTE: The only privileges that you can assign to other users, are the privileges that
you have been given by a higher Administrator.
TIP: If the New button is not activated, click anywhere in the Users-Groups branch
of the Resource List.
The face of the New button varies according to the resource last created.
New Users Groups appears in the Resource List under Site, Users-Groups, Groups,
and the Members tab is selected.
Figure 4-10 NICE Administrator Window - User Group Definition Members Tab
TIP: To shorten the Users list and simplify User search, see Filtering the Users Lists
on page 133.
4. Click Save.
The group definition is saved. Privileges assigned to the group are inherited by all group
members.
To add additional privileges to all group members, continue with Assigning Privileges to a
Group on page 124.
Figure 4-11 NICE Administrator Window - User Group Definition Privileges Tab
A complete list of all privileges and suggestions for assigning them, can be found in User
Privileges on page 185.
2. To add users, servers, or channels to the Resource List, click Add and select a
resource type.
The Add Resource window appears.
NOTE:
• The users who are added to the group using the Add Resource window, do not
inherit any of the privileges of the group. Adding users here, gives those users who
were added as Group Members on the Members tab access to them. This is a
one-way relationship.
• The Filter and Show all buttons appear only when adding a User.
• You can add any Users who are defined in the system. You are restricted to adding
only those Servers and Channels for which you have access. The displayed list
will show only those Servers or Channels available to you.
• When adding users, you can shorten the Users list and simplify user search,
see Filtering the Users Lists on page 133.
3. Select the users/servers/channels to which you want to assign group privileges, and click OK.
The users/servers/channels are added to the group’s resource list. You must continue
and assign the group access privileges to them following the instructions in the next
steps.
TIP: Access rights to an agent (user) does not guarantee that you can access the
calls made by the agent. You must also have access to the NiceCLS Server on which
the agent is defined and to the relevant columns. Access to NiceCLS Servers can be
given at site or user level. See Assigning NiceCLS User Privileges on page 120.
4. In the Resource List (refer to Figure 4-12 on page 126), select the resource for which you want
to assign the group privileges. All privileges will be given to all group members.
A list of available items for the resource you selected appears in the Resource Definition area
as follows:
Users • Play - Permission to playback all of the user’s calls
Servers • Loggers
• Modify Deck Assignment
• Retrieve
Channels • Setup
• Record
• Play
• Enable recording
Applications For a complete list of application privileges and suggestions for assigning
them, see User Privileges on page 185.
NOTE:
• Items that are marked and grayed out indicate that access was granted at site
level and cannot be removed.
• Items that are grayed out and not marked, indicate that you do not have access to
them and therefore cannot give access to them.
5. Mark/unmark the items to which you want the user to be granted/denied access.
TIP: To mark all the items in the Resource Definition area, click Select All.
IMPORTANT
Changes made to a user group definition do not take effect until the next time each of the users
log into the system.
An existing group’s definition can be modified as needed. In order to have permission to do this,
the Modify User checkbox for the Administrator application (Privileges tab) must be marked in
your user definition.
NOTE: You can add and remove members and users for the group. On the Privileges
tab, you are restricted to assigning only those privileges that you have been assigned
(with the exception of Play and Record for Users).
TIP: To shorten the Groups list and simplify Group search, see Filtering the User
Groups List on page 136.
The definition of the group you selected appears in the Resource Definition area.
3. Modify the group’s definition and click OK. For more information about user groups, see
Adding User Groups on page 123.
IMPORTANT
When you delete a group, each group member who is currently logged in, retains their group
privileges until the next time they log into the system.
You can delete user groups from the system. When you delete a user group the members and
resources are not deleted from the system.
NOTE: When you delete a user group, the group members lose all privileges received
from the group and their access privileges revert to site defaults and any privileges
received individually.
TIP: To shorten the Groups list and simplify Group search, see Filtering the User
Groups List on page 136.
The definition of the group you selected appears in the Resource Definition area.
3. Click Delete.
Following confirmation, the selected group definition is deleted.
NOTE: You cannot assign privileges that you do not have. This includes using a User
Profile which has privileges that you do not.
• System Administrator
When NiceLog applications are installed, a single NiceLog System Administrator is
automatically defined. This user is authorized to access all workstation applications. This user
cannot be deleted and the privileges assigned to this user cannot be modified.
Additional group administrators can be defined who have the ability to define functions and
positions for users that belong to their respective system administration group.
• Supervisor
Authorized to access all functions of the NICE Query application and the NICE Supervision
application, but not the NiceLog System Administration application. A NiceLog Supervisor’s
Logger and channel access can be limited by the NiceLog System Administrator.
• Technical Supervisor
Authorized to perform all setup and maintenance operations in the NICE Supervision
application, but cannot monitor or play audio. A Technical Supervisor’s Logger and channel
access can be limited by the NiceLog System Administrator.
• Playback User
Authorized only to use the NICE Query application to listen to recorded audio. A Playback
user’s Logger and channel access can be limited by the NiceLog System Administrator.
• Custom User
Authorized to access any combination of NiceLog applications, except access to the NiceLog
System Administration application.
• Agent
Authorized only to use the NICE Query and NICE Monitor applications to listen to their own
recorded audio.
NOTE:
• A privilege not assigned to a profile, but assigned at site or group level, will be
automatically inherited by all users at a lower level.
• Privileges which appear grayed out and unmarked indicate that you do not have
access to them and can therefore not create a profile containing them.
EXAMPLE:
If at site level, you grant Login privileges for Evaluator, but you do not include it in the Agent
profile, all users will have Login privileges for Evaluator even if they received the Agent profile.
The following procedures describe how to create, edit, and remove profiles.
NOTE: If you selected Based on profile, the resources enabled for the profile you
selected are marked. You can make changes to the new profile as necessary.
6. To save the new profile and continue working in the Profile Editor window, click Apply.
-or-
To save the new profile and close the Profile Editor window, click OK.
NOTE: The Filter Users window has two views. The last view used appears with the
latest criteria entered.
Figure 4-15 NICE Administrator Window - Filter Users Window basic view
• You can search using any of the information in the User definition. To expand the Filter
Users window to display additional fields, click More fields.
The full view of the Filter Users window appears.
Figure 4-16 NICE Administrator Window - Filter User Window, full view
4. Click Apply.
The Filter Users window closes and the Users list is filtered. The following changes occur:
• If the filter was applied from the Resource List:
• The list of Users appearing under the Users folder, changes to show only those Users
who meet all of the search criteria in the Filter Users window.
• The label for the Users folder changes to “Users (filtered)”.
• The criteria for the applied filter appears in the title bar of the Resource Definition
area. (If it appears truncated, point to it with the mouse to see it in a tool tip.)
• If the filter was applied from the Members tab of the Group definition:
• The filter is applied to the Users list on the left and only those Users who meet all of
the search criteria in the Filter Users window appear.
• The list of Group Members on the right contains all Users who belong to the selected
Group and is not filtered.
• The criteria for the applied filter appears in the status bar of the Members tab. (If it
appears truncated, point to it with the mouse to see it in a tool tip.)
NOTE: When a User is removed from the Group Member list, the User will only
reappear in the Users list if he meets all of the search criteria for the applied filter.
• If the filter was applied from the Add Resources window, in the Privileges tab of the
Group definition:
• The Users list will contain only those Users who meet all of the search criteria in the
Filter User window.
• The criteria for the applied filter appears in the status bar of the Add Resources
window. (If it appears truncated, point to it with the mouse to see it in a tool tip.)
NOTE: If there are no Users matching the search criteria, a message box appears,
click OK. The previous filter remains in effect.
To remove a filter and restore the Users list in the Resource List:
1. Select Users (filtered) in the Users-Groups folder of the Resource List,
-or-
Select any User in the Users (filtered) folder in the Users-Groups folder of the Resource
List.
2. Click the Show all button located below the Resource list. (See Figure 4-11 on page 125.)
The complete list of Users is restored.
To remove a filter and restore the Users list in the Members tab or in the Add Resource
window:
• Click the Show all button located below the filtered Users list. (See Figure 4-11 on page 125.)
The complete list of Users is restored.
NOTE: The Filter feature always searches the original Groups list.
3. Enter a value in the Group name field using the following guidelines:
• Entering a value selects all of the Groups that begin with the entered value. For example,
entering “fi” selects both “first floor” and “fifth floor”.
• There are no wildcards or placeholders. For example, you cannot search using the second
half of the group name.
• The Group name field is not case sensitive. For example, entering “a”, selects “All
employees”.
4. Click Apply.
The Filter Groups window closes and the Groups list is filtered. The following changes occur:
• The list of Groups appearing under the Groups folder, changes to show only those Groups
that begin with the entered value.
• The label for the Groups folder changes to “Groups (filtered)”.
• The criteria for the applied filter appears in the title bar of the Resource Definition area.
NOTE: If there are no Groups matching the search criteria, a message box appears,
click OK. The previous filter remains in effect.
2. If you are importing an existing file, open the text file in any Word Processor application, and
insert the vertical bar character between fields.
EXAMPLE:
If the user information file is in Excel, save it as a text file. Then in any Word Processor (for
example, MS Word), insert the vertical bar character (|). You may want to do this by replacing all
tabs with the vertical bar character (|).
EXAMPLE:
John|Smith||smithj|xyz|54320|A|1/10/97|2/28/97|98.5|Collections Rep|Specialized|Full
Time|Collections|San Francisco|5|3|1000|1.
EXAMPLE:
smith|John Smith's Team|1^5^6^7.
EXAMPLE:
jonesm|John Smith's Team|Calibrate Self^Evaluate Self.
NOTE: If there is no user name that exactly matches the login name on the uploaded
record, the schedule will be ignored. If the user currently has a schedule that overlaps
with the schedule being uploaded, that schedule will be deleted.
EXAMPLE:
jonesm|1-9-98 08:00|1-9-98 17:00.
Available Privileges
The NICE Recording Planner is an optional feature that enables you to set up selective recording
programs at a site. For each recording program, you define its schedule, targets (agents or
extensions affected) and filters.
The NICE Recording Planner can be used to:
• Set up customized recording programs.
• Maintain resources that will be specified as call recording criteria (such as, in order to identify
which calls to record) in a recording program.
• Select calls not to be recorded (negative recording programs).
NOTE: A call can be selected by more than one recording program. If one of these
recording programs is a negative recording program, the call will not be recorded.
Contents
NOTE: A call can be selected by more than one recording program. If one of these
recording programs is a negative recording program, the call will not be recorded.
2. In the Login window, enter your NiceLog login name and password, and then click OK.
The NICE Recording Planner window appears.
The NICE Recording Planner window displays a list of the defined recording programs.
Each row identifies the following status information for a specific program:
Column Description
2. In the Program Name field, type the name of the new recording program.
NOTE: The Recording Program name might be logged as a call data field in your
site’s Call Database. Using the NICE Query application, authorized users can search
for calls that were selectively recorded by a specific recording program.
3. Mark the Enable Program checkbox when you are ready for the recording program to run.
Clear this checkbox to disable the recording program.
IMPORTANT
A recording program must be both enabled and within its scope (schedule) to run.
4. The Recording Program Definition window displays four criteria tabs as follows.
General Whether calls that meet the criteria defined on the other tabs are recorded or
not recorded. The General tab does not determine when and which calls are
selected. For recorded calls you can define a percentage of calls to be
recorded.
Scope The days of the week and times for recording to occur, and the beginning and
ending dates for the recording program.
Target The agents or extensions to be recorded.
Filter Which calls to record according to call direction, number dialed, DNIS, or
caller ID (if available).
Record matching calls Record all calls that match the criteria defined on the
other tabs.
-or-
Do not record matching calls Do not record all calls that match the criteria defined
(Negative Recording Program) on the other tabs.
NOTE: A call can be selected by more than one recording program. If one of these
recording programs is a negative recording program, the call will not be recorded.
b. In the Recording Sample area, select as follows (for Negative Recording Programs, this
area is disabled):
Record all calls within Record all selected calls.
schedule
-or-
Record % of calls within Record a percentage of the selected calls. Type the
schedule desired percentage.
6. Define a time period or weekly schedule for this recording program to run. Click the Scope
tab.
IMPORTANT
A recording program must be both enabled and within its scope (schedule) to run.
Recording programs will record only during the time defined on the scope tab. Negative
recording programs will not record only during this time.
a. For the recording program to run continuously and indefinitely, select Immediate, Never,
and All week in the appropriate areas. Continue with Step 7.
b. To specify starting and/or ending dates for the recording program, in the Program Start
and/or Program Stop areas, select On and then choose the desired date.
c. To select a weekly date and time range, in the Schedule area, select as follows:
All week - A continuous weekly schedule (24/7)
-or-
Select Schedule and click the browse button.
The Weekly Schedule window appears.
7. Define the source and/or target of the selected calls. Click the Target tab.
a. Select a target type from the Record drop-down selection list as follows:
8. Define the direction of the calls or limit the selection to specific telephone numbers. Click the
Filter tab.
• In the Record field, select a filter from the drop-down list and complete as follows:
Specific DNIS Numbers a. Move the DNIS numbers from the Resources list
(A DNIS number is the to the Record list.
destination telephone number
b. To add more DNIS numbers to the Resources list,
dialed by an incoming caller.
click Add. In the window that appears, type the
The DNIS number is typically
new number and click OK.
the last digits of a 1-800
telephone number.)
Specific Dialed Numbers • For each number, Click Add. In the window that
(Outgoing calls dialed to a appears, type the Dialed number or Caller ID
specific number) number and click OK.
-or-
Specific Caller IDs
(incoming calls received from
a specific number - only if the
site’s telephone switch
reports ANI or Caller ID)
TIP:
• When typing new numbers, you can type an asterisk “*” as a wildcard (e.g., type
123* for all numbers that begin with 123).
• Add a separate entry for variations of the same number by your switch. (e.g. for
area code 800, enter 800* and 1800*).
• The asterisk “*” is the only recognized wildcard.
9. Click Apply.
The program is set up with the criteria that you specified and becomes effective immediately.
EXAMPLE:
You have a recording program that selects and records all calls made from all telephone
extensions on the second floor. Every Tuesday, one office is used by the employee’s insurance
representative. The calls from this extension on this day do not need to be recorded.
Set up a Negative Recording program with the following parameters:
General: Mark Do not record matching calls
Scope: Start = Immediate, Stop = Never, Schedule = select Tuesday
Target: Not Record = Specific Extensions. Choose the extension from the Resources list
Filter: Not Record = All Calls (this accounts for incoming and outgoing calls)
IMPORTANT
A call can be selected by more than one recording program. If one of these recording programs
is a negative recording program, the call will not be recorded.
NOTE: On the Target and Filter tabs, the Recorded area will be labeled Not
Recorded.
NOTE: A call can be selected by more than one recording program. If one of these
recording programs is a negative recording program, the call will not be recorded.
EXAMPLE:
You create a recording program to record all call made to and from your Customer Service
department. According to local laws, calls within area code 999 cannot be recorded.
Create two negative recording programs. One to exclude all outgoing calls to area code 999. The
second to exclude all incoming calls from area code 999 (only if your site’s telephone switch
reports ANI or Caller ID).
All of the Customer Service’s calls will continue to be recorded except for those originating in, or
to, area code 999.
TIP:
• Add a separate entry for variations by your switch of the same number. (e.g. for
area code 800, enter 800* and 1800*)
• The asterisk “*” is the only recognized wildcard.
2. If your switch has Caller ID, repeat Step 1, selecting Specific Caller ID for incoming calls.
Chapter 5: Setting Up Selective Recording 156
2. You can edit any information in the Recording Program Definition following the guidelines in
Setting Up a New Recording Program on page 147.
3. When you are finished, click Apply.
All changes are effective immediately.
Enable/Disable
Recording Program
The following columns of the NICE Recording Planner window are updated to reflect the new
status as follows:
Column Description
Enabled
The program is enabled.
NOTE: The Media Library is an optional feature, and is not available at all sites.
The Media Library Server transparently and automatically maintains a central log of the contents
of each DAT/AIT/MO media used to archive recorded audio in the NiceLog System. Each cassette
logged by the Media Library Server is assigned a sequential code number.
In NICE Administrator you can define the Media Library Server with which your system will
work.
For more information about archiving and retrieving audio, see Backup and Retrieval Operations
on page 69. For more information about playback of archived audio, see the NiceLog User’s
Manual.
Contents
Figure 6-1 NICE Administrator Window - New Media Library Server Definition
Name The name of the Media Library Server you want to define.
Network type Accept the default TCP/IP.
Network address The network address of the Media Library Server.
NOTE: After you enter the network address and move to a different field, NICE
Administrator attempts to connect to the Media Library Server. After a connection is
made, information relevant to the server you specified appears in the Resource
Definition area Printers and Loggers tabs.
Figure 6-2 NICE Administrator Window - New Media Library Server Printers Tab
4. Media label printers available in your system are listed in the Resource Definition area.
Click Set Default Printer if you want the selected printer to be the default printer for
unassigned Loggers. Loggers that have already been assigned printers appear in the Loggers
tab.
5. To add a new label printer, click New.
The Printer Setup window appears.
NOTE: If you select Address, the computer to which the printer is connected must be
running the Remote Printer Server utility.
When you are finished defining the media label printer, click OK.
The printer you defined is added to the list in the Resource Definition area.
6. To change a printer’s definition, in the Resource Definition area, select the printer for which
you want to change the definition, and click Modify.
The Printer Setup window appears with the definition of the printer you selected.
NOTE: When you modify a printer’s definition, the Type field is disabled.
When you are finished changing the printer’s definition, click OK.
The printer definition is changed.
7. To delete a printer definition, select the definition you want to delete in the Resource
Definition area, and click Delete.
The printer definition is deleted and removed from the printer list.
8. Click the Loggers tab.
Figure 6-5 NICE Administrator Window - New Media Library Server Loggers Tab
IMPORTANT
• The Loggers tab contains a list of Loggers operating in the system, and the Media Library
Server configured to work with each Logger. This list is extracted from the NICELOG.INI file
located on the workstation running the Media Library Server.
• Any change you make to the Logger/Printer list in the NICE Administrator must also be
made in the NICELOG.INI file, and vice-versa.
9. To select a different printer for a Logger, select the line containing the printer you want to
change, and click Modify.
The Logger’s Printer window appears.
10. In the Printer field, click the drop-down list and select the printer you want the Logger to be
associated with.
11. Click OK.
The printer you specified is now set to work with the Logger, and the line you selected in the
Resource Definition area is updated.
12. When you are finished defining the Media Library Server, click Save in the toolbar.
The Media Library Server you defined is saved, and added to the Resource List under Site,
Servers, Others.
NOTE: The Media Library is an optional feature, and is not available in all systems.
The Media Library transparently and automatically maintains a central log of the contents of each
DAT/AIT/MO cartridge used to archive recorded audio in the NiceLog System. Each media
cartridge logged by the Media Library is assigned a sequential code number.
The Media Library numbers media cartridges up to 1,000 and then reuses numbers of media
cartridges whose expiration dates have elapsed. If, however, the Library reaches 1,000 and does
not find an available number, media cartridges can be numbered above 1,000.
If a Media Label Printer is installed at the site, a label record is prepared for each media cartridge
as it is ejected from the Logger. The label record is printed according to the selected printing mode.
If a Media Label Printer is not installed at the site, the media cartridges need to be labeled
manually for proper library organization.
For information about choosing the printing mode, see Adding a New Media Library Server
on page 162.
If the printing mode is Automatic, you can view the labels in queue, but you cannot control
the printing process.
4. If the printing mode is Manual, go to Step 5.
-or-
If the printing mode is Acknowledge, a label is automatically printed for each cassette as it is
ejected from the Logger. Check the printed label. If it has been correctly printed, select the
label in the Labels in Queue list and click Acknowledge.
The label is removed from the Labels in Queue list. Go to Step 6.
5. Select a label record in the Labels in Queue list. To print from a different printer, select a
printer in the Printer drop-down list, and click Print.
The label is printed and the label record is automatically removed from the Labels in Queue
list.
6. Click Refresh. The Labels in Queue list appears, displaying the remaining label records.
NOTE: To automatically update the list, mark the Refresh list automatically
checkbox.
EXAMPLE:
A cassette label can appear as follows:
12/10/99 865/1 26
The first number on the left is the date on which the DAT cassette was created. The middle
number represents the Logger number/deck number. The last number is the cassette number.
If the cassette was removed from a 6DAT magazine you should mark the slot number instead of
the deck number (such as, 865/S.2).
When a cassette expiration date elapses, the cassette can be reused (overwritten with new audio). If
you reuse a cassette, be certain to remove the old label before inserting the cassette into a Logger
deck.
NOTE: Do not place two labels on one cassette. Doing so may cause the cassette to
be jammed in the deck.
Identifying Cassettes
The Media Library option is installed with a dedicated label printer. When a cassette is ejected
from a Logger in the system for the first time, the Label Printer automatically prints a label for the
cassette.
If the Logger contains a single media deck or two media decks, the following information is
printed on the label:
X - The cassette was ejected due to a failure (such as, following a power
failure, or manual eject).
If the Media Library option is installed, you can use NICE Backup to identify a cassette loaded in
one of the decks in the connected Logger. You can also print a duplicate label for the cassette. This
is useful if a label was accidentally removed from a cassette, or if you want to place a label on the
cassette’s protective cover for easier identification.
2. Click the device that contains the cassette that you want to identify.
3. In the NICE Backup window, click the Show Device Info button in the toolbar.
-or-
In the NICE Backup window, in the Device menu, select Media Labels.
The Device # window appears.
4. In the NICE Backup window, click the Show Media Labels button in the toolbar.
The Identify Media window appears.
5. Click Print the label if you want to print a duplicate of the media’s original label.
This chapter describes the maintenance procedures to ensure proper NICE equipment operation.
This chapter also describes NiceLog Logger and NiceCLS Server LED indicators, as well as other
important information concerning Logger/Server maintenance.
Contents
General routine visual inspection Once a month Check for dirt, trailing cables, etc.
DAT drive head cleaning Every 25 hours of Make sure that there is always a
archiving cleaning DAT cassette available.
It can be used 25 times.
DAT/AIT cassette maintenance Every six months Keep track of when each cassette
is created. Perform maintenance
on each cassette as required.
The following table describes the front panel indicators and buttons.
TAPE OUT Lights up when archive media is ejected from the drive
Flashing code 1 Waiting for eject Waiting for reset Drive mechanism failure
HP DAT Drive
The front panel of the HP DAT Drive includes a Green LED, and an Amber LED. The following
table describes the LED indications:
Flashing code 1 Waiting for eject Waiting for reset Drive mechanism failure
NOTE: Never manually eject a cassette from the drive unless absolutely necessary,
as this can cause data to be lost or damaged.
3. Make sure that an X does not appear on all the squares of the cleaning cassette label.
If an X appears on every square, the cassette is no longer effective.
4. Insert the cleaning cassette in the DAT drive in the direction indicated by the arrow on the
cassette.
The cassette automatically cleans the drive and is then ejected.
5. Mark an X on the cleaning cassette label to indicate it has been used.
6. Reinsert the cassette you ejected in Step 1.
NOTE: Never manually eject a cassette from the drive unless absolutely necessary,
as this can cause data to be lost or damaged.
5. Remove the cassette from the drive, place it in its protective case, and return it to its storage
location.
4. Repeat Steps 2 and 3 and remove the air filter from the opposite door.
5. Wash each air filter with water, and dry completely.
6. Before replacing the filters in the chassis, wipe the front of the air filter grids with a damp
cloth.
7. Place the filters back in the chassis.
This section contains tables with all of the available privileges which can be assigned for all the
applications at site, group and user levels. A brief explanation of each is given along with
suggestions of which personnel will need each privilege. You can assign privileges as needed to
customize your system.
NOTE: All privileges given at site level are inherited by all users in the system and all
privileges given at group level are inherited by all group members. Assign privileges
with caution.
To assign privileges at Site level, refer to Assigning Site Access Privileges on page 24.
To assign privileges at Group level, refer to Assigning Privileges to a Group on page 124.
To assign privileges at User level, refer to Assigning User Privileges on page 116.
Contents
Servers ..........................................................................................................................187
CLS ..........................................................................................................................187
Loggers ....................................................................................................................187
Channels .......................................................................................................................188
Applications ..................................................................................................................189
Evaluator Privileges .................................................................................................189
Forms Designer Privileges .......................................................................................189
List Editor Privileges.................................................................................................190
Reporter Privileges...................................................................................................190
Universal Uploader Manager Privileges...................................................................190
Scheduler Privileges ................................................................................................191
Recording Planner Privileges...................................................................................191
Query Privileges.......................................................................................................191
Monitor Privileges.....................................................................................................193
Servers
When you add a Server to a user, it is automatically placed in the appropriate group.
CLS
CLS privileges are assigned separately for each column. The following list describes the available
privileges.
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Loggers
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Modify deck Allows the user, using the Backup window, to specify X X
assignment whether backup is automatic or manual
Retrieve Allows the user to retrieve calls from the tape deck to X X
the logger using either the Backup window or the Query
application
Channels
Input Groups and Input Channels have the same set of privileges.
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Applications
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Delete Installed Allows the user to delete any form that has been X
Forms installed. Without this privilege, the user can only delete
forms that have not been installed.
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Login Allows the user to login and have access to all functions X
within the List Editor module
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Login Allows the user to login and have access to all functions X X
within the Reporter module
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Login Allows the user to login and have access to all functions X X
within the Universal Uploader Manager module
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Login Allows the user to login and access all functions of the X
Recording Planner module. This is for a Selective
environment only.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Add Public Allows the user to add public queries within the Query X X
Queries module. Adding public queries gives everyone access to
those queries
Modify Public Allows the user to modify details of public queries X X
Queries within the Query module
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Delete Public Allows the user to delete public queries within the X X
Queries Query module
Add Group Allows the user to add group queries within the Query X X
Queries module. Adding group queries gives any member of that
particular group access to those queries. Users have to
be a member of a group to then be able to add group
queries under that specific group.
Modify Group Allows the user to modify details of group queries X X
Queries within the Query module
Delete Group Allows the user to delete group queries within the Query X X
Queries module
Add Public Call Allows the user to add public call folders within the X X
Folders Query module. Adding a public call folder gives
everyone access to them
Modify Public Allows the user to modify details of public call folders X X
Call Folders within the Query module
Delete Public Allows the user to delete public call folders within the X X
Call Folders Query module
Add Group Call Allows the user to add group call folders within the X X
Folders Query module. Adding a group call folder gives any
member of that particular group access to those folders
Modify Group Allows the user to modify details of group call folders X X
Call Folders within the Query module
Delete Group Allows the user to delete group call folders within the X X
Call Folders Query module
Lock Allows the user to lock a call on the hard drive which X X
would stop that call from being overwritten during the
auto deletion process
Save/Email Allows the user to save audio as a wav or aud file and X X
Audio email to another party
Local Play Allows the user to play audio over the LAN X X
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Modify Call Allows the user to modify call details that are marked X X
Details for editing under the columns tab within the
Administrator module, such as the comment field
View Recording Allows the user to view the recording status whether X X
Status initiated by ROD or by the Scheduler
Local Play/ Enables the user to play back or monitor calls locally X X
Monitor (over the LAN)
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Add User Allows the user to add a user profile to the database X
Modify User Allows the user to modify details under the general or X
details tab within any existing user profile in NICE
Administrator
Delete User Allows the user to delete any user profile in the database X
Modify Group Allows the user to modify details of any existing group X
in the database
Delete Group Allows the user to delete any group in the database X
Modify Server Allows the user to modify details of any existing servers X
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Delete Server Allows the user to delete any existing servers in the X
database
Add Group of Allows the user to add a group of channels to the X
Channels database
Modify Group of Allows the user to modify details of any existing group X
Channels of channels in the database
Delete Group of Allows the user to delete any group of channels in the X
Channels database
Modify Site Allows the user to modify details at the site level (i.e. X
site name, privileges, etc.)
Modify Hot Allows the user to change which standby logger to use X
Standby System in the event the current logger isn’t recording
Configuration
Modify Output Allows the user to change the extensions that have been X
Bus Definition assigned to the remote audio playback (RAP) boxes
Modify User Allows the user to modify privileges within any existing X
Profile user profile in Administrator
Manage Backup Allows the user to have access to all functions in the X
server Backup portion of Administrator
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Self Test Allows the user to perform self tests on the servers in X
the database to ensure everything is working properly
Advanced Allows the user to perform advanced maintenance on X
Maintenance the servers, such as changing the loggers clock
View Allows the user to view the configuration of the servers X
Configuration in the database
System Adm.
(Supervisor)
Reviewer
Agent
Installer
Privilege Description
Access All Allows the user to have access in the NICE Query and X
Users NICE Monitor applications to all agents whether they
are part of a group or not. This includes all NiceCLS
Servers connected to the site.
Access All Input Allows the user to have access to all input channels X
Channels without having to assign every channel or group of
channels to the user.
6DAT
DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for
Automatic Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus
a single DAT deck installed.
ACA
Advanced Compression Algorithm. Optional audio compression rate, implemented with the TDA
card.
Activity
Refers to audio that causes an input channel to start recording. Activity is differentiated from
silence by the Activity Detector.
Activity Detector
Mechanism in the Logger that determines, based on user-defined parameters, when audio that
should be recorded (activity) is being received on an input channel.
Activity Rate
Measures detected activity, according to the specified activity detection parameters, versus time.
An activity rate of 50% means that the channel was active half of the time.
ADPCM
Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol.
ADPCM 16 compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.
Glossary 197
Agent
Personnel in a contact center who make or answer telephone calls.
Agents View
NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT
Advanced Intelligent Technology. An 8 mm. magnetic tape cassette on which recorded audio can
be stored for long-term archiving.
Alarm
Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated
on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.
Alarm event
Any event that might occur in a supervised unit that causes the NICE Supervision Station to
activate an alarm.
ANI
Automatic Number Identification (Incoming calls). See CLI.
API
Application Programming Interface.
Archiving
Process of copying recorded audio files to DAT cassette for long-term storage.
Glossary 198
CDR
Call Details Reports
Channel
A transmission path between two points. It is usually the smallest subdivision of a transmission
system by means of which a single type of communications service is provided. It is also referred
to as a line.
Channels Mode
NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI
Calling Line Identity. See ANI.
Client
A computer which accesses files or other services from a second computer called a server. Some
processing may take place on the client machine but generally the server handles most of the
information processing.
CLS
Call Logging System.
Coldstart Logger
To restart the NiceLog Logger and delete its stored audio.
Connected Logger
The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the
NiceLog Workstation application.
Glossary 199
DAT cassette
Digital Audio Tape cassette. A 4 mm.magnetic tape cassette on which recorded audio can be
stored for long-term archiving.
DAT deck
Drive mechanism in the Logger used for archiving and retrieval of recorded audio to DAT
cassettes. A Logger can be equipped with either one or two DAT decks.
DAT Mirroring
Optional feature which performs archiving of the same recorded audio to two DAT cassettes
concurrently.
DCF77
An optional card installed in the NICE Supervision Station to receive code from an external
DCF77 system in Western Europe.
DDI
Direct Dialing in Number.
DID
Direct Inward Dialing.
Glossary 200
Energy Detector
Type of Activity Detector based on average volume of the audio signal on the input channel.
Free Seating
Free seating allows the agent to sit at different locations with different extensions at every work
session.
G729A
Advanced Compression Algorithm. Optional audio compression rate, implemented with the UDA
card.
Input Channel
Physical input on the Logger used to connect an audio source to the Logger.
Glossary 201
Media Library
Optional feature which keeps track of the DAT cassettes or other archiving media, and controls
the Media Label Printer.
Monitoring
Listening to audio as it is being received by an input channel in a Logger.
Output channel
Physical output on the Logger to which an audio output device is attached to enable playback of
recorded audio and monitoring of audio as it is received by the Logger.
Glossary 202
PCM
A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback
Reproduction of recorded audio on an output device.
Position
Logical grouping of multiple input channels which represents the input devices (e.g., headset,
handsets) that are physically located at a single seat or position. Input channels can be displayed
grouped in positions in the NiceLog Query application.
Random Monitoring
NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for
quality assurance.
Recording on Demand
An option that enables you to click an icon in the Recording on Demand window in order to stop
and start recording on your extension at your request.
Glossary 203
Reproducer
Computer in which one or two archival decks are installed to enable retrieval of archived audio
from archiving media to a NiceLog Logger. A Reproducer computer with two DAT decks can also
be used for DAT cassette duplication.
Retrieval
The process of copying archived audio from archival media to the hard disk of the connected
Logger, for the purpose of playback.
Self-Test
BIT (Built-In Test) performed periodically by each Logger to check the status of its various
hardware components and software operations.
SNMP
TCP/IP protocol used to manage and control IP gateways and the networks to which they are
attached.
Supervised unit
Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE
Supervision window.
Supervisor
Person in charge of administrating NICE Supervision.
Glossary 204
sysadm
User ID of the NiceLog System Administrator.
Threshold
The maximum level of noise in the channel before it is considered Active. The default value is 39.
Transcription
An option that enables you to open a Word document and to control playback while transcribing a
recording.
Trunk Side
Trunk side connections connect the system to other switching systems.
Trunk
A communications line between two switching systems. A tie trunk connects PABXs. Central
Office trunks connect a PABX to the switching system at the central office.
UDA
A card which enables high-audio compression rates. See G729A.
Glossary 205
Glossary 206
Index 207
I Icons 34
adding 162
delete definition 167
managing 161
Identifying agents 113
modify definition 167
Identifying cassettes 171
working with 168
Input channels 38
Members, see Group Members
Mirroring 72
L Labeling cassettes 170
Modifying
Media Library Server definition 167
LEDs 178 NiceCLS Server definition 104
List Editor NiceLog Logger definition 68
data lists 102 Output Manager definition 59
system lists 99 Multiple NiceCLS Servers 93
Lists
data 102
system 99 N N+1 Logger chain 67
Loggers
NICE Administrator
audio input channels 48
icons 34
deleting definition 68
site access privileges 24
front panel LEDs 178
site name 24
N+1 chain 67
window components 23
visual inspection 176
NICE Backup 69
Login
NICE Toolbar application 16
NICE Administrator 18
NiceCLS Recording Planner application
NICE Toolbar 16
starting 145
Login ID for Free seating by Agent Username
NiceCLS Server
107
adding 90
adding a user 113
M Maintenance adding multiple 93
assigning user priviliges 120
general 175 deleting definition 104
preventive 176 front panel LEDs 178
routine 176 managing 89
Managing modifying definition 104
mapping tables 94 secondary 91
Media Library Server 161 visual inspection 176
NiceCLS Server 89 NiceLog Loggers
Index 208
Index 209
Index 210