NICE Perform

Releases 3.1 & 3.2 3.5 Releases 3.1, 3.2 &

Archiving Best Practices Guide for Customers

August 2010

385A0879-01 Rev. A0

Insight from Interactions

TM

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Contents
1
Introduction 7
Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Main Archiving Concepts and Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Call Archiving Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Archiving Process Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2
Best Practices for Planning Your Archiving Policy 13
Storage Management Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3
Best Practices for Setting Up the Storage Center Environment 17
Storage Center Setup Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Preparing the Storage Center Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Physical Position of the Storage Center Server . . . . . . . . . . . . . . . . . . . 19 Access Rights and Permissions for Storage Center Server . . . . . . . . . . 19 Defining the Storage Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Defining the Storage Center Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Creating the Storage Group(s) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Creating a Storage Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Installing the Storage Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Defining Storage Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Multi Data Hub Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

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Best Practices for Storage Rules 27
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Best Practices for Creating Storage Rules . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Who Creates Storage Rules? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 General Best Practices when Creating Rules . . . . . . . . . . . . . . . . . . . . . . . 30 Naming Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Activating Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Running Rules in Multi Data Hub Environments . . . . . . . . . . . . . . . . . . . . . 30 Running Past Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Scheduling Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Maximum Task Duration Considerations . . . . . . . . . . . . . . . . . . . . . . . . 31 Multiple Archiving Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Defining Rule Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Defining Storage Locations for Interactions that Match the Rule Criteria . . . 33 Defining Archiving Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Force Delete (FD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 What Should I Do When Using ESM Devices? . . . . . . . . . . . . . . . . . . . . . . 34 Defining the File Name Mask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Validating Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Storage Rules Validator Tests Integrated into Rules Manager . . . . . . . . . . 36 Deleting Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

5
Best Practices for Maintaining Effective Archiving 41
Recommended NICE Perform Maintenance Routine . . . . . . . . . . . . . . . . . . . 42 Best Practices for Maintaining the Storage Center . . . . . . . . . . . . . . . . . . . . 42 Making Changes to Storage Center Infrastructure . . . . . . . . . . . . . . . . . . . . 43 Changes to a Storage Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Best Practices for Maintaining Storage Rules . . . . . . . . . . . . . . . . . . . . . . . . 44 Best Practices for Monitoring Ongoing Storage Center Activities . . . . . . . . 45

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1
Introduction
Voice and NICEScreen Loggers have a limited capacity, and cannot be used for long-term storage of recordings. To keep recordings for long-term storage and playback purposes, they must be archived. In NICE Perform, archiving of interactions is managed using two main applications:

Storage Center Rules Manager

The Storage Center enables management of long-term archiving of interactions. Based on rules defined in the Rules Manager and the Storage Groups, Units and Destinations defined in the Storage Center itself; the Storage Center acts as a clearinghouse that determines where interactions will be stored and for how long. For more information about the Storage Center, see the Storage Center Installation and Configuration Guide. The Rules Manager application enables definition and scheduling of rules according to which NICE Perform knows which interactions need to be archived, when to perform archiving, and for how long. For more information about the Rules Manager, see the Rules Manager Guide. The best practices provided in this book are NICE recommendations for maximizing performance and results, while minimizing potential problems such as incorrect Storage Center and Storage Rule configuration, unexpected archiving rates, etc.

Scope
This book covers best practices for archiving via the Storage Center and are relevant for NICE Perform Releases 3, 3.1, 3.2 and 3.5. All information provided is relevant for all releases unless otherwise stated.

Contents
Main Archiving Concepts and Definitions...................................................................... 8 Call Archiving Flow ........................................................................................................ 11 Archiving Process Flow ................................................................................................. 12

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Main Archiving Concepts and Definitions

Main Archiving Concepts and Definitions

Concept Auto-Delete Definition The basic deletion mechanism implemented by NICE Perform. Auto-Delete works according to the FIFO (First In First Out) principle. When the recordings stored on a Storage Unit reach the maximum threshold defined for the unit (default - 80%), subsequent calls are archived to the next Storage Unit in the Storage Group. When all the Storage Units in the Storage Group reach their maximum threshold, the oldest recordings in the first Storage Unit are deleted to make room for the new recordings. Also referred to as associative storage. CAS is a mechanism for storing information that can be retrieved based on its content rather than its location. The CAS is typically used for high-speed storage and retrieval of static content, such as documents stored for compliance with government regulations. A separate third-party mass storage device integrated with the NICE Perform system where files can be stored in addition to or instead of the Storage Groups on the File System. NICE Perform Storage Center currently supports the following ESM devices:

Content Addressable Storage (CAS)

Enterprise Storage Manager (ESM)

Force Delete (FD)

EMC Centera IBM Tivoli NetApp SnapLock

Defined in Storage Rules. Deletes archived calls after a defined date. This is the only deletion mechanism that can delete calls from an ESM device. If the FD definition in the storage rule differs from the Retention Period defined in the Storage Group, the FD definition takes precedence over the Retention definition. For example, if a Storage Group is defined with a Retention value of 7 years, but the Force Delete value of a specific rule is set to 1year, all the files archived according to that rule will be deleted after a year regardless of the Retention Period of the Storage Group. File System The Interactions Center controls the recordings which are performed by the capture unit. It receives call information from the CTI server through the CTI driver. A system where multiple data hubs are deployed in primary and secondary configuration. This term replaces what was previously known as multi-site.
Chapter 1: Introduction 8

FS Interactions Center (IC)

Multi Data Hub

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Main Archiving Concepts and Definitions

Concept Network Attached Storage (NAS)

Definition Provides access to storage over the network. It is mass storage attached to a computer that another computer can access at the file level over an IP network. A NAS device is a server that is dedicated to nothing more than file sharing. Information is accessed relatively quickly (in seconds), and without the need for human intervention (such as when retrieving data from a tape or DVD). ESM devices are examples of near-online storage. In online storage, recordings located on the Logger(s) or on the Storage Center(s) can be accessed instantly and automatically (in milliseconds), without human intervention. Online storage devices are based on hard disks to enable fast access to data. Examples of online storage devices are locations on the file system, NAS or SAN. Defined for a Storage Group. Calls are stored for a defined minimum time period (defined in days) called the Retention Period. After the defined Retention Period expires, if there is still room, the calls are kept. Once there is no space left, the calls are deleted by the Auto-Delete mechanism to make room for new calls. The service in the NICE Perform system that executes the rules defined by the User in the Rules Manager. Mediates between the Rules Manager and the Storage Center. The interface between the user and the Rules Engine. Enables the creation of user-defined rules. A high-speed sub-network of shared storage devices. A SAN is a network specifically dedicated to the task of transporting data for storage and retrieval. The SANs architecture works in a way that makes all storage devices available to all servers on a LAN or WAN. An entity on the NICE Perform system where you create and manage multiple Storage Groups. The server that manages interaction capture from the Loggers to the archiving locations defined in the Storage Center. The logical name for where archiving occurs; where you create and manage multiple Storage Units. A rule defined in the Rules Manager instructing the Rule Engine what to archive, when to archive it, and for how long.

Near-online storage

Online storage

Retention

Rules Engine

Rules Manager Storage Area Network (SAN)

Storage Center (SC) Storage Center Server Storage Group Storage Rule

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Main Archiving Concepts and Definitions

Concept Storage Unit

Definition The physical location (network path) where files are stored on the File System (FS). It is recommended that only one network path be defined per unit and vice versa (only one unit should be defined for each network location.

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Call Archiving Flow

Call Archiving Flow

Once the system is set up, calls are archived automatically according to how the Storage Rules, Storage Scheduling and Storage Center are configured. The following diagram illustrates what happens to a call once it is recorded in a Logger, as determined by the existing Storage Rules, Scheduling and Storage Center definitions.

A call is recorded on a Logger

Interactions Center (IC) reports the call data to the database

Call Data on Database

Rule Engine processes call according to defined rule(s) Rule Engine delivers action to Storage Center

Storage Center processes interaction and archives it in FS/ESM

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Archiving Process Flow

Archiving Process Flow

During the system lifecycle, the process of setting up and maintaining an archiving policy can be divided into four main phases:

Analyzing Archiving Requirements Creating Storage Groups Creating Storage Rules Ongoing Archiving

Each phase requires different actions by the relevant user(s)

Phase Analyzing Archiving Requirements Required Actions Assess requirements for call archiving:

Creating Storage Groups Creating Storage Rules

Which calls to archive? How many calls to archive? For how long to archive? Where to physically store calls?

Create required Storage Groups and their associated Storage Units. In Rules Manager:

Ongoing Archiving

Create Storage Rules according to archiving requirements analysis. Create Schedule for running Storage Rules. Activate required rules.

Storage Center fetches recordings from Loggers and copies them to the network path or ESM, according to definitions in rule and Storage Group.

Monitor rules for accuracy. If necessary, tweak the rules. Monitor Storage Center archiving activity, usage and backlog. Deactivate/activate rules according to system requirements. Change existing rules and/or add new rules, according to need.

Our best practices will be presented according to this flow.

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2
Best Practices for Planning Your Archiving Policy
While planning your system, it is vitally important to correctly identify and calculate your archiving needs before NICE Perform is installed:
Need Which calls to archive How many calls to archive For how long to archive the calls Where to physically store the calls Performed by Solution Engineer during design process Solution Engineer during design process Solution Engineer during design process Project Manager or Field Engineer during implementation

This is done together with your NICE representatives, who are best equipped to advise you on how to plan and design a system that will be optimal for your organizations needs. Please read the Storage Management Concepts section for an explanation of how interactions are retained and/or deleted in NICE Perform. An understanding of this process will assist you in developing the best policy for your organization.

Contents
Storage Management Concepts .................................................................................... 14

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Storage Management Concepts

Storage Management Concepts

In most cases, archived recordings do not have to be kept indefinitely. The length of time that recordings are stored depends on your companys policy and any relevant legal issues. When planning, it is important to understand how archived calls are deleted or protected from deletion in the NICE Perform system. The two deletion mechansims are Auto-Delete and Force Delete. The protection mechanism is Retention. Auto-Delete Auto-Delete is the default deletion mechanism in NICE Perform. Auto-Delete implements the FIFO (First In First Out) principle. When the recordings stored on a Storage Unit reach the maximum threshold defined for the unit (default - 80%), subsequent calls are archived to the next Storage Unit in the Storage Group. When all the Storage Units in the Storage Group reach their maximum threshold, the oldest recordings in the first Storage Unit are deleted to make room for the new recordings and the cycle continues from there. This is the case as long as there is no retention defined on the Storage Group and no Force Delete defined in any of the Storage Rules. Retention The Retention period of a Storage Group is the defined minimum number of days that the Storage Group keeps the recordings. After that, if there is still room, the recordings are kept until there is no space left for new calls. Once there is no space left, the recordings whose retention period has expired are deleted (by the Auto-Delete mechanism) to make room for new calls. Retention is defined per Storage Group and calculated from the time the call was recorded . If you set a retention value for the Storage Group and all the Storage Units in the Group reach their maximum threshold before the retention period expires, a warning is generated but recordings continue to be stored past the defined maximum threshold until the Storage Units reach their full capacity. After this, no new files can be archived in this Storage Group until the problem is resolved (such as when the Retention period elapses or if a new Storage Unit is added to the Storage Group).
BEST PRACTICE:

It is recommended to set the Retention value to equal the number of days that your organization is legally obligated to save recordings. Force Delete (FD) Force Delete is defined in Storage Rules. It is a mechanism that deletes recordings archived on either the File System or on an ESM according to a specific Storage Rule after a defined date. This is the only method that can delete calls from an associated ESM device. If the Force Delete definition is different from the Retention definition, the Force Delete definition takes precedence over Retention. For example, if a Storage Group is defined with a Retention value of 7 years, but the Force Delete value of a specific Storage Rule is set to 1 year; all the files archived according to that Storage Rule will be deleted after a year regardless of the Retention period on the Storage Group.

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Storage Management Concepts

If for any reason your organization is required by law to delete calls (such as those including credit card numbers or other sensitive information) after a defined period of time, you can create a rule implementing Force Delete to ensure that these calls are deleted.

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3
Best Practices for Setting Up the Storage Center Environment
The NICE Storage Center is an effective on-line archiving solution that supports the long-term archiving and playback of audio and screen interactions. Archiving is based on Storage Rules created, managed and customized by authorized users in the Rules Manager. Storage Center benefits:

Eliminates need for hard-copy archiving (tape/DVD) Call retrieval is completely transparent to the end-user Screen recordings can only be archived using the Storage Center Manages archiving to ESM devices

Contents
Storage Center Setup Workflow .................................................................................... 18 Multi Data Hub Considerations ..................................................................................... 25

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Storage Center Setup Workflow

Storage Center Setup Workflow

The Storage Center can be installed on a dedicated server or on the same server on which NICE Perform applications are installed.
BEST PRACTICE:

When the storage area is located on a dedicated network, for example, a Storage Area Network (SAN), it is recommended to install the Storage Center on the same machine on which NICE Perform applications are installed. When the storage area resides on its own dedicated server, it is recommended to install the Storage Center on this server. The storage area to which the Storage Center archives the calls must not be located on the Storage Center servers local hard drive, but on an external Network Attached Storage (NAS), Storage Area Network (SAN) or Content Addressable Storage (CAS).

The following table lists the steps involved in setting up the Storage Center environment and the person who performs the step:
Step Preparing the Storage Center server(s) Defining the Storage Center server(s) in NICE Perform Installing the Storage Center software Defining Storage Center rules Performed By Project Manager as part of site preparation Field Engineer Field Engineer Field Engineer based on Solution Engineer design

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Storage Center Setup Workflow

Preparing the Storage Center Server

Physical Position of the Storage Center Server
In both Single Data Hub and Multi Data Hub environments, it is recommended to position the Storage Center server(s) as close as possible to the Database Server to minimize latency.

Access Rights and Permissions for Storage Center Server

It is recommended that users of the Storage Center have log on as a service privileges. This privilege is not given by default to users with Administrator rights and must be added manually. For more information, see the NICE Storage Center Installation and Configuration Guide, Appendix B: Enabling a User to Log On as a Service.

Defining the Storage Center

Before the Storage Center is installed, it must first be defined in the System Administrator. The number of Storage Centers installed in a system depends on the scope of the required storage capacity. Each Storage Center should contain at least one Storage Group, and each Storage Group should contain at least one Storage Unit. If there is an ESM, it must also be defined in the System Administrator. The Storage Unit is the actual location on the File System where the recordings are stored. The Storage Center and Storage Group are merely logical containers for the Storage Units. Without the Storage Units, there is no place to archive the recordings.

Defining the Storage Center Server

When defining a Storage Center, you define the server name and IP Address or Host Name of the Storage Center server, as well as the location and size of the Retrieve Storage Unit. In the System Monitoring branch of the System Administrator, you can view a list of all the Storage Center servers that were defined. For each Storage Center and all the storage areas defined for the Storage Center, you can view current status information and you can generate a history report of the storage usage. For more information, see the NICE Perform Storage Center Installation and Configuration Guide, Tracking the Status of your Storage Centers. If the Storage Center server has more than one active Network Interface Card (NIC), the IP Address given when defining the Storage Center must be the primary network connection. For more information, see the NICE Storage Center Installation and Configuration Guide, Appendix C: Storage Center Troubleshooting Flow, Archiving Failure: Multiple Network Interface Cards. When a user wants to play back an interaction, he or she runs a query to locate the interaction, which may be recorded on a Logger or archived to a Storage Center. The order in which the system searches for the interaction (the Locate Order) is defined in Locate Settings (in the System Administrator application, navigate to Master Site > Applications > Configurations > Locate Settings). The Locate order options may be to search only Loggers, only Storage Centers, Loggers before Storage Centers, Storage Centers before Loggers or it may be a customized order.

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Storage Center Setup Workflow

Figure 3-1

Locate Settings (example taken from NICE Perform Release 3.2)

When you add a Storage Center server to the site, make sure to add it to the list of all the Storage Center servers defined in the site and that the order of the Storage Centers in the list is in the correct order of priority for the search. For more information, see the System Administrator Guide, Defining Search Order and Locations for Storage Centers and Loggers. For each Storage Center defined, a Retrieve Storage Group containing a Retrieve Storage Unit is automatically created. In systems integrated with ESMs, this serves as a local buffer when retrieving recordings from the ESM to the Storage Center local disk. Even if your system does not include an ESM, these cannot be deleted. If you have a redundant Storage Center, when defining the Storage Group in the redundant Storage Center where the archived calls will be stored if the primary Storage Center fails, make sure not to select the same server that you selected for the primary Storage Center.

Creating the Storage Group(s)

Just to review, a Storage Center consists of one or more Storage Groups. A Storage Group is the logical container of one or more Storage Units, which are the actual locations on the network where the recordings are archived. Each Storage Group must contain at least one Storage Unit. When creating a Storage Group, you define the Storage Group name, Retention details, Retention Period and the Storage Units (including location, size and maximum threshold).

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Storage Center Setup Workflow

Figure 3-2

Setting the Retention Period of a New Storage Group

Retention Guidelines

By default, there is no mandatory Retention Period. The maximum Retention Period is 2560 days, which equals 7 years. Retention should be defined according to the needs of your organization. The Storage Center can support periods longer than 7 years (the higher value can be defined in the Retention field). However, the NICE database must be modified as well! In these cases, please contact NICE Professional Services.
FOR YOUR INFORMATION:

The retention period is calculated from the date the interaction was recorded.
Retention vs. Force Delete

The Retention period is the defined minimum period of time measured in days that NICE Perform stores calls on a Storage Group. The retention period is defined specifically for the Storage Group. Force Delete (FD) is the deletion mechanism that instructs the NICE Perform system to delete archived calls after a defined date. FD is defined in the Storage Rules for a specific rule or rules. In addition to forcing deletion of archived calls on the File System (in archiving locations or SAN/NAS), this is the only method that can delete calls from an ESM device.

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Storage Center Setup Workflow

If the Force Delete definition in the Storage Rule is earlier than the Retention Period defined in the Storage Group, the Force Delete definition takes precedence over the Retention definition. For example, if a Storage Group is defined with a Retention value of 7 years, but the Force Delete value of a specific rule is set to 1 year, all the files archived according to the rule to that Storage Group will be deleted after a year regardless of the Retention Period of the Storage Group.
BEST PRACTICE:

To manage deletion of archived calls, NICE recommends the following:

In systems where calls are archived to the File System: Use Retention on the Storage Groups and DO NOT define Force Delete in Storage Rules. The Retention Period ensures that the calls are retained for the required period of time. Not defining Force Delete ensures that there is no conflict and that calls are not deleted accidentally. In systems implementing an ESM: In the Storage Rules, indicate that the interactions should be moved to the ESM and use Force Delete. DO NOT define a Retention Period for the Storage Groups. The interactions are stored on both the file system and the ESM. The File System serves as a buffer (as well as for immediate playback and Audio Analytics purposes).

Creating a Storage Unit

Storage Units are defined using the New Storage Unit Definition Wizard. Each Storage Group must contain at least one Storage Unit. The New Storage Unit wizard automatically starts after you finish creating a new Storage Group. You can also start it independently to add a new Storage Unit to a previously existing Storage Group.
BEST PRACTICE:

When defining Storage Units, NICE recommends that a dedicated partition be defined for each Storage Unit. When planning the system, be sure to include enough partitions to support all required Storage Units. For each Storage Unit:

Define the name of the Storage Unit. Define the destination path of the Storage Unit.

Each Storage Unit should be on a dedicated partition. For example, if archiving to a server with a 1 TB hard drive divided into five partitions, there should be one Storage Unit for each partition. Do not use an absolute path (c:\...). Use a UNC path (network path). This makes it possible for one Storage Center to play back calls archived on other Storage Centers. Do not use the IP address and do not modify the storage path or host name. Do not change the storage path manually. Any and all of the these practices may lead to severe Playback and Storage management problems including data loss.

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Storage Center Setup Workflow

The destination directory (partition) must be defined as shared with write permissions.

IMPORTANT The destination path of the Storage Unit must be excluded from antivirus scans to avoid playback, performance, and retention issues. See TN0564: Antivirus Certifications for NICE Products for more information on how to set up the antivirus scan.

Make sure to validate the destination path:

If the path is invalid, an error message appears. If the path is valid, the system recommends that the size of the Storage Unit be half the size of the maximum capacity of the destination. Modify the default size of the unit as needed. If you select to continue defining the Storage Unit without validating the destination path, make sure to manually verify that the path format is valid, that the destination actually exists on the network and that there is enough space in the physical location to accommodate the archived calls.

Storage destinations on the file system should be used for storage purposes ONLY! Keeping other files in the same folders may adversely affect monitoring of Storage Unit free/used space. Make sure that the destination location is being used only by the Storage Group/Unit for which it was defined. Do not save any other files in this location or allow it to be used by any other applications. This may cause storage conflicts. Select the Storage Unit type: Directory Per Day. DO NOT select the Multiple Directories storage unit type, which is obsolete and should not be used. Define the capacity of the Storage Unit (in gigabytes) and the maximum threshold of the Storage Unit (in percent). The system automatically suggests that the size of the Storage Unit should be one half the capacity of the defined location. This can be modified manually. The Default threshold for the Storage Unit (NOT the defined location) is 80%.

FOR YOUR INFORMATION:

When a Storage Group reaches its defined capacity and the existing calls cannot be deleted (because of the defined Retention period on the Storage Group), the Storage Center will continue archiving calls to the Storage Group (if the user has the correct permissions on the destination) until the entire capacity of the Storage Units has been used up.

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Storage Center Setup Workflow

Figure 3-3

Defining a new Storage Unit

IMPORTANT If your Storage Center environment includes an ESM, do not use the same destination path to the ESM as that defined for the Retrieve directory. This could lead to a loss of archived files!

If the required size of the Storage Unit was not determined in advance, you can use the SC Calculator to calculate the required storage space. For more information, see the section on Guidelines for Using the Storage Size Calculator in Chapter 3, Configuring the Storage Center of the Storage Center Installation and Configuration Guide.

Installing the Storage Center

When installing the Storage Center software, it is recommended that the person performing the installation be logged in with Administrator privileges and also be able to log in as a service. This privilege is not given by default to users with Administrator rights and must be added to the Storage Center user. For more information, see the Storage Center Installation and Configuration Guide, Chapter 4, Installing the Storage Center.
IMPORTANT When you have finished installing the Storage Center software, do not install the Storage Center Update Pack at this point. This should be done only after NICE Perform is completely installed and configured.

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Multi Data Hub Considerations

Defining Storage Rules

For Storage Rules best practices, see Best Practices for Creating Storage Rules on page 29.

Multi Data Hub Considerations

A Multi Data Hub environment consists of several Data Hubs sharing information. Each Data Hub has its own databases, applications, Loggers, etc. Information is shared across Data Hubs when you define Replication between the Data Hubs. One Data Hub is defined as the Primary Data Hub. All other Data Hubs are defined as Secondary Data Hubs. You can have one or several Secondary Data Hubs. During Database Suite installation you define each installation as either Primary or Secondary. There can be only one Primary Data Hub. All other Data Hubs are Secondary Data Hubs. The Secondary Data Hubs do not have a Reporter server or a Data Mart. These are installed only on the Primary Data Hub. In a Multi Data Hub environment, the Storage Center is external to the above. Recordings can be archived across the network from one Data Hub to another. A single Storage Center can be used for all Data Hubs or you can have a one or more Storage Centers per Data Hub. Since the physical position of the Storage Center server is important, a decision must be made where to place the server if there is only one Storage Center for the entire system. It is recommended to position the Storage Center server(s) as close as possible to the Database Server to minimize latency. In this system configuration, it is especially important to create the Storage Rules in such a way that it is easy to understand what is being archived where and when.

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Best Practices for Storage Rules

Contents
Overview.......................................................................................................................... 28 Best Practices for Creating Storage Rules .................................................................. 29 Validating Rules .............................................................................................................. 36 Deleting Rules.................................................................................................................39

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Overview

Overview
Storage Rules define archiving tasks that are performed by the Rule Engine and the Storage Center. Every time a specific Storage Rule is run, the Rule Engine submits the interactions that match the rule to the Storage Center, which then archives the interactions to the defined storage destination for long-term storage. Storage Rules enable you to define:

Which interactions to archive Where the interactions will be stored When archiving occurs The maximum number of days the interactions are stored, after which they are deleted (Force Delete)

FOR YOUR INFORMATION

A rule can run on both future and past interactions. You can have multiple rules running simultaneously. If there are no active storage rules, no calls will be archived.

Each call is archived in NICE proprietary media format (.nmf) which requires the NICE Player for playback. As a rule, NICE Perform does not support other media formats (such as wmf, etc.). If there is a need for your system to support legacy formats, contact NICE Professional Services.

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Best Practices for Creating Storage Rules

Best Practices for Creating Storage Rules

When creating a rule, you must define the following:

The name of the rule If the rule is active or inactive If the rule is ongoing or past An archiving schedule (when and how often archiving takes place) An archiving filter (which interactions should be archived) The Storage Group where the interactions should be archived. In the case of multiple storage centers, this must be the Storage Group in the Primary Storage Center. In systems with redundant Storage Centers, the redundant Storage Center where the interactions should be archived if the Primary Storage Center fails. Since retention is defined for a Storage Group, this also determines the retention period of the interactions. The maximum number of minutes that the archiving task can run. (The default is 3600 minutes = 60 hours). Force Delete: the maximum number of days that an interaction can be stored in the Storage Group. After this number of days has elapsed, the interaction will be deleted from the Storage Center, even if the Retention Period of the Storage Center is defined to expire at a later date. Whether or not to move the archived interactions to an ESM device. File name mask (the formula used for naming the stored interaction files).

Who Creates Storage Rules?

The process of creating Storage Rules is complex and requires careful consideration. Some tasks require high-level design on the part of the NICE Solution Engineer. Others are performed by the Field Engineer during installation and implementation.
BEST PRACTICE:

The customer should not create, modify or otherwise handle Storage Rules before receiving the appropriate training from NICE. In any case where there is a question, problem or other issue concerning Storage Rules, contact NICE Customer Support.

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Best Practices for Creating Storage Rules

General Best Practices when Creating Rules

BEST PRACTICE:

When storage rules already exist in your system, you can use the Save As feature to save an existing rule as a new rule. Simply give the rule a new name and modify the parameters as required. This can be done with active, inactive and even completed rules (in the case of past rules). When defining filters for a rule, make sure the person creating the rule has all the relevant privileges. Only those filters for which you have privileges are saved when you save the rule. Minimize the number of Storage Rules - too many active rules running simultaneously can adversely affect system performance. The maximum number of simultaneous active rules allowed is 20. If you feel that the business needs of your organization require more, contact NICE Professional Services.

Naming Rules
Rule names and descriptions should be meaningful to ensure that the person managing the rule understands its purpose.

Activating Rules
If a Storage Rule needs to be active and running, make sure that the Active Rule checkbox is selected. If not, archiving of interactions that match the rule will NOT TAKE PLACE. In the Rules Manager, you can activate or deactive a rule directly from the Storage Rules list. Simply select or clear the Active check box for the required rule.

Running Rules in Multi Data Hub Environments

If your system contains a Multi Data Hub, make sure to indicate whether the rule should run on all data hubs or only on selected Data Hubs. For more information about archiving best practices in a Multi Data Hub environment, see Multi Data Hub Considerations on page 25.

Running Past Rules

A Storage Rule can be either ongoing, meaning that it runs from the time it is activated on all future interactions; or past, meaning it runs on interactions that were recorded in the past.

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BEST PRACTICE:

Past Rules are used primarily to catch calls that might have been missed during the initial stages of live operation, or for reprocessing past calls. Past rules can run up to 50 days in the past. However, if you set a past rule with a time frame that exceeds 20 days, consult with NICE Customer Services first. While executing a past rule, make sure to monitor the size of the nice_rule database. A past rule runs on ALL the old calls recorded in the system. As a result, the volume of calls processed may be considerably greater than the size that the database can usually handle without problem. DO NOT make changes to the filters in a Past Rule. This will cause the rule to start over.

FOR YOUR INFORMATION

Loggers work First In First Out (FIFO); if no more room exists on the Logger, the oldest call is deleted to make room for the newest call. You can estimate how many days a High Density Logger (HDL) keeps the calls. For example, if a Call Center handles 60,000 calls a day, the average time of a call is 3 minutes and an HDL has a maximum capacity of 50,000 hours, then the available space on the logger will be used up in approximately 16.67 days. On VoIP Loggers, the space depends on the storage space available on the computer running the VoIP Logger. This should be taken into consideration during the planning stages. If you decide a couple of months later that you want to run a Past Rule, you may find that the calls no longer exist.

Scheduling Rules
When you schedule a Storage Rule, you define the following parameters:

The date and time the rule should start running How often the rule should run (recurrence in minutes, days or weeks) The length of time that the archiving task defined by the Storage Rule runs during each recurrence (Maximum Task Duration)

BEST PRACTICE:

When scheduling the running time of rules, consider factors such as network bandwidth and peak hours, Rules should run when there is the least amount of network traffic to reduce load on system resources. By default, the NICE Perform system is configured to run all rules simultaneously. This improves performance.

Maximum Task Duration Considerations

Maximum Task Duration defines the length of time that the archiving task represented by the Storage Rule should run. The default duration is 3600 minutes (60 hours). If the time allocated for the duration of an archiving task expires but not all the interactions that match the Storage Rule criteria have been archived, the remaining interactions are marked to be archived during the next
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recurrence of the Storage Rule. These interactions are archived first, then any new interactions that match the rule criteria are archived. In cases where the Maximum Task Duration is too short, this could lead to a chronic backlog of interactions that are waiting to be archived.

Multiple Archiving Considerations

By default, a call is archived only once, even if it matches more than one rule. The archiving properties (Retention period on the Storage Group, Force Delete in Storage Rule, etc.), are determined by the properties of the first match. The call will not be archived again, even when other rules apply to it. Multiple archiving, meaning that the same call is archived every time it matches a rule, can only be enabled by NICE Customer Support (this entails modifying the Rule Engine configuration file). The implications of multiple archiving are:

A recording will be sent for archiving every time it matches a rule. That means the same recording may be archived two or more times. Storage Center archiving time may increase, potentially leading to a backlog. Duplicate archived calls consume valuable storage space.

Defining Rule Filters

When you define the rule filters you are defining the criteria according to which interactions are archived.

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BEST PRACTICE:

When defining recording-based criteria for Total Recording Solution (TRS) calls, DO NOT select a filter in the Call Direction area. If you do so, TRS calls with an Inbound, Outbound or Internal filter will not be archived. The following Audio Analysis parameters do not appear in the filter criteria for Storage Rules and can therefore not be used when defining a Storage Rule:

Emotion Certainty Emotion Speaker Segment Word Segment Word Count Segment Word Count Speaker Segment Word Group Segment Word Group Count Segment Word Group Count Speaker Talk Over Agent Burst Talk Over Agent Talk Talk Over Customer Burst Talk Over Customer Talk Talk Over Percentage Talk Over Silence Talk Over Total Burst All fields that are the result of Scoring or Classification rules (even if they do not include any of the above fields in their filter criteria)

If your system still uses Storage Rules created in NICE Perform Release II or earlier, and you try to edit a rule that contains Audio Analysis parameters as filter criteria, an error message appears. If you save the rule, then the field(s) are removed from the Storage Rules filter criteria. This is because these fields are no longer supported as filter criteria for Storage rules. In NICE Perform Releases II, 3, and 3.1, DO NOT use the All Users filter. If you want to include an All Users rule, simply do not define the User Group field or use specific groups and/or users.

Defining Storage Locations for Interactions that Match the Rule Criteria
In systems with redundant storage, one Storage Center is defined to be the Primary Storage and the second Storage Center is defined to be the Secondary Storage that takes over from the Primary Storage Center when necessary. When defining the Storage Group on the Secondary Storage

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Center where the interactions will be archived if the Primary Storage Center fails, DO NOT select the same location (same Storage Center server and Storage Group), that you selected as the Primary Storage Center.

Defining Archiving Duration

The Max. Task Duration field defines the maximum length of time for each archiving session. Depending on the size of the contact center, and factors such as storage capacity, bandwidth, etc., the time allocated to perform the archiving task may not be long enough to finish archiving all the calls in the logger(s). Each time a new archiving session starts, it begins archiving from where it stopped at the end of the previous archiving session. Eventually, though, a large backlog may build up and certain calls that should have been archived may not actually be archived.

Force Delete (FD)

This feature deletes archived calls after a defined date has passed. This is defined in a Storage Rule (as opposed to the Retention Period, which is defined for a Storage Group). If the FD definition in the storage rule differs from the Retention Period defined in the Storage Group, the FD definition takes precedence over the Retention definition. For example, if a Storage Group is defined with a Retention value of 7 years, but the Force Delete value of a specific rule is set to 1 year, all the files archived according to that rule will be deleted after a year regardless of the Retention Period on the Storage Group.
FOR YOUR INFORMATION

Force Delete is the only method that can delete calls from an ESM device.

What Should I Do When Using ESM Devices?

If your are archiving to an ESM device, in the Storage Center Action window, Action Parameters tab, make sure to select the Move to ESM option. This will ensure that, from the time the Move to ESM option is selected and applied, all recordings matching this rule are copied from the Storage Center to the ESM device. The Move to ESM option is enabled only when NICE Perform is configured to work with an ESM device.
BEST PRACTICE:

The preferred configuration for systems implementing ESM devices is: Force Deletion without Retention. Setting Force Delete is required to delete the calls from the ESM device. The Storage Center functions only as a buffer (and for immediate playback/Audio Analytics). Retention is optional, since files are also saved in the ESM device. However, especially in systems implementing Interaction Analytics, it is recommended to define a Retention period of approximately 20 days on the Storage Group to ensure that the recordings are not deleted from the Storage Center before being archived to the ESM.

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Defining the File Name Mask

In the File Name Mask tab of the Storage Center Action window, you define the naming convention for archived files. File names for archived files can include any field available in the Available Fields list. The default fields, Site ID, Segment ID and Recording ID, are mandatory and cannot be removed or rearranged. The maximum number of characters allowed in the archiving path, including the server name, unit path, rule name, date of archiving and file name is 256 characters. When defining the File Name Mask, be sure to take this into consideration and keep the File Name Mask as short as possible.
BEST PRACTICE:

It is recommended to add the date to the File Name Mask. Do not: define a File Name Mask with business data. Do not define a File Name Mask with values from the tblParticipantXX or tblRecordingXX tables.

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Validating Rules
Every time a rule is created or modified, it should be validated. Validation should also be proactively performed periodically to ensure that the rules are still valid and running properly. Storage Rules can be validated at any time using the Storage Rules Validator (SRV) utility. The Storage Rules Validator can currently be run on the following versions of NICE Perform:

Release 3 Service Pack 4, running on MS SQL 2000 or MS SQL 2005 Release 3.1, running on MS SQL 2005 Release 3.2, running on MS SQL 2005 or MS SQL 2008 Release 3.5, running on MS SQL 2005 or MS SQL 2008

BEST PRACTICE:

Run the SRV after installation to make sure that at least one rule is active, that all rules that should be running are active, and that all required Storage Groups are being used. If a storage rule is not active, the interactions that the storage rule is meant to archive WILL NOT BE archived. Run the SRV after a new Storage Rule is added to validate the new rule and to ensure that existing rules are still valid. Run the SRV whenever an existing rule has been changed.

For more information, see the NICE Perform Storage Rules Validator Guide.

Storage Rules Validator Tests Integrated into Rules Manager

A number of tests from the standalone Storage Rules Validator (SRV) utility have been integrated into the Rules Manager (as of NICE Perform Releases 3.1.21 and 3.2.11 and in Release 3.5), providing real-time validation of rules as they are being created. The following validations are performed in real time while creating Storage Rules:

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SRV Test Number 4

Test Verifiy that Storage Rule filters are valid

Test Description Checks that the values defined in storage rule filters are valid. For example, a storage rule includes a filter to archive calls according to department name. The relevant text field is limited to 32 characters but the department name entered has 40 characters. The entry is invalid and the rule engine will not be able to process the rule. If the filter value is invalid, a critical error is generated. For example, if a rule includes a filter whose value is out of range, the following message is displayed: The value must be with the range of <min. value> - <max. value>.

Verifiy that all Storage Rules specify Loggers that exist in the system

Checks that a Logger (as identified by Recording Logger) specified in a storage rule using the =, , and List of Values (LOV) filter conditions actually exists in the system. If the Logger does not exist, the test fails and triggers a warning: The Logger or Loggers: <Logger IDs List> currently does not exist in the system. Do you want to create the rule anyway?

Verifiy that all Storage Rules specify User IDs that exist in the system

Checks that a user (as identified by User ID) specified in a storage rule using the =, , and List of Values (LOV) filter conditions actually exists in the system. If the Logger does not exist, the test fails and triggers a warning: The User ID or User IDs: <User IDs List> currently does not exist in the system. Do you want to create the rule anyway?

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Verify that the current number of active Storage Rules does not exceed the recommended maximum

Checks the number of active rules in the system and compares that number with the recommended maximum (20 active rules). If the number of active rules is greater than 20, a warning is generated: The recommended maximum number of active storage rules is: 20. If you click Yes, the number of active rules will be: <New number of storage rules, more than 20>. Are you sure you want to activate this storage rule?

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SRV Test Number 13

Test Verifiy that the Force Delete date in the Storage Rules is later than the Retention date

Test Description The SRV checks the Storage Groups for inconsistencies in the definition of Force Delete as opposed to Retention set on Groups. If the Force Delete date is earlier than the Retention date, a warning is generated: Force Delete value should be equal to or greater than the Retention value on the Storage Group. Change the Force Delete value or change the Retention value on the following Storage Groups: <Storage Group List>. Are you sure you want to continue?

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Verify that Storage Rules which move calls to an ESM have a defined Force Delete value

Checks that a Force Delete value is defined for Storage Rules that move interactions to ESM device. If no Force Delete value is defined, a critical error is generated and the user will not be able to continue creating the rule until the Force Delete option is selected and defined: When selecting to move files to ESM, a Force Delete value must be defined.

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Verify that Storage Rules which move calls to an ESM are attached to Storage Groups with no defined Retention

In systems where interactions are stored on an ESM device, there is no need for retention on the Storage Group. The SRV checks for Storage Rules referring to Storage Groups that have a defined Retention period. If such a Storage Rule is identified, a warning is generated: A storage rule that moves files to an ESM should not be attached to a Storage Group with a defined Retention value. It is recommended to remove the Retention value from: <Storage Group>. Are you sure you want to continue?

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SRV Test Number 16

Test Verify that Storage Rules include File Name Masks that yield consistent results

Test Description When defining a storage rule, the user can define the formula for naming interaction files. This is the File Name Mask. The default fields are [Site ID] [Segment ID] [Recording ID], which is the minimum required. The user can add other fields to the file name. However, certain recording or participant-related fields may cause the validations to yield inconsistent results. The problematic fields are:

All fields beginning with Participant Recording Initiator Type ID Recording Initiator User ID Recording Site Type ID

If any of these fields are detected in a storage rule, a warning is generated: When running the storage rule with a File Name Mask that includes this field, the file names in the storage area may be inconsistent. NOTE: This only affects the files' names. It has no affect on the recording itself. Are you sure you want to add this field to the File Name Mask? 20 Verify that all Storage Rules specify Agent IDs that exist in the system Checks that an agent (as identified by Agent ID) specified in a storage rule filter condition actually exists in the system. If the agent does not exist, a warning is generated: The agent ID or agents IDs: <Agent IDs List> currently do not exist in the system. Do you want to create the rule anyway?

More detailed information can be found in the upcoming releases of the Rules Manager Guide and the Storage Center Installation and Configuration Guide.

Deleting Rules
BEST PRACTICE:

Storage rules should not be deleted. When you no longer want to run a rule, deactivate it. Rules that are deleted cannot be viewed, edited or re-activated. Once a rule is deleted, it is gone forever.

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Best Practices for Maintaining Effective Archiving
The Storage Center server fetches recordings from Voice and/or Screen Loggers and copies them according to rules to a network path and/or (when implemented) to an ESM device. Once a system is up and running, it is of vital importance to maintain the system to ensure efficient archiving and storage of recordings.

Contents
Recommended NICE Perform Maintenance Routine .................................................. 42 Best Practices for Maintaining the Storage Center ..................................................... 42 Making Changes to Storage Center Infrastructure...................................................... 43 Best Practices for Maintaining Storage Rules ............................................................. 44 Best Practices for Monitoring Ongoing Storage Center Activities ............................ 45

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Recommended NICE Perform Maintenance Routine

Recommended NICE Perform Maintenance Routine

The recommended NICE Perform maintenance routine includes a number of archiving maintenance tasks that the customer should perform on a regular basis. The purpose of these tasks is to check that the systems archiving functionalities (including archiving status, validity of storage rules, the availability of storage space, etc.) are operating correctly. The scheduled archiving maintenance tasks that need to be performed by the customer are:
Table 5-1: Scheduled Archiving Maintenance Tasks for the Customer Procedure Verifying Storage Center Archiving Verfying space in a Storage Group Purpose To check that the Storage Center is archiving calls To check that there is enough space to enable archiving activities in all the Storage Groups in the Storage Center To ensure that all storage-related rules and configuration are correct How Often? Daily Weekly

Verifying Storage Rules and Storage Configuration

Weekly

For more information on how to perform these procedures, see the NICE Perform 3.x Maintenance Guide for Customers.

Best Practices for Maintaining the Storage Center

BEST PRACTICE:

Storage destinations on the file system should be used for storage purposes ONLY! Keeping other files in the same folders may adversely affect monitoring of the Storage Unit free/used space. Make sure that the destination location is being used only by the Storage Group/Unit for which it was defined. DO NOT save any other files in this location and DO NOT use it for any other applications. This may cause storage conflicts. Do not add or delete files manually from a storage location. Due to the way that NICE Perform counts the files, this may disrupt the synchronization between the NICE Perform system and the file system, resulting in loss of visibility the system may lose the ability to see the Storage Center.

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Making Changes to Storage Center Infrastructure

Making Changes to Storage Center Infrastructure

Over the lifecycle of a system, it may be necessary to implement changes to the archiving infrastructure, including changes to a Storage Center or the ESM (when implemented).

Changes to a Storage Center

These activities include changing the name of a Storage Center server, replacing a Storage Center server, removing a Storage Group, adding a unit to a Storage Group or expanding a unit in a Storage Group.
Required change Changing the name of a Storage Center server Comments To change the name of a Storage Center server, contact NICE Support. The name of a Storage Center server can be changed using the Rename Host Tool. This can only be performed by NICE Customer Support Tier 3 and up. For more information, see the NICE Perform 3.x Maintenance Guide for Customers.. Updating Storage Center/Storage Group parameters Some parameters cannot be modified. Contact NICE Support for assistance. NOTE: If you modify a storage destination, the files that are already archived to the previous destination are not moved to the new destination. Deleting a Storage Center component It is not recommended to delete a Storage Center component.

You cannot delete a Storage Group if the group is defined in an active storage rule. If you delete a Storage Center server from the Organization tree, you will delete all the definitions for the Storage Center including its ESM and Storage Groups. When you delete a component, its subcomponents are deleted as well.

If you do delete a Storage Center component, make sure to preserve the path to the recordings so that, if necessary, they can be easily accessed. Adding a Storage Unit to a Storage Group Expanding the Size of an Existing Storage Unit Use the procedure in the NICE Perform 3.x

Maintenance Guide for Customers.

Use the procedure in the NICE Perform 3.x Maintenance Guide for Customers.
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Best Practices for Maintaining Storage Rules

BEST PRACTICE:

Use the Storage Rules Validator (SRV) to check the Storage Center, Storage Rules and the Storage Rules database for critical errors and issues that may affect system performance. Run the SRV according to the Maintenance Schedule, every time a change is made to the Storage Rules (a rule is added or changed), and after every change to the configuration of the Storage Center. After making changes to Users or Groups, check related rules. Do not delete storage rules. Deactivate them instead when you no longer want to run them. Rules that are deleted cannot be viewed, edited or re-activated. Once a rule is deleted, it is gone forever.

FOR YOUR INFORMATION:

As of NICE Perform Releases 3.1.21, 3.2.11 and 3.5, a number of SRV tests have been integrated into the Rules Manager, providing real-time storage rule validation as you create or update them. For more information, see Validating Rules on page 36.

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Best Practices for Monitoring Ongoing Storage Center Activities

Best Practices for Monitoring Ongoing Storage Center Activities

BEST PRACTICE:

NICE Perform provides a variety of tools and applications to help monitor and optimize Storage Center performance:

Storage Rules Validator (SRV) - The Storage Rules Validator (SRV) is a standalone utility

that can be run on the NICE Perform system to verify the validity of the Storage Rules and storage configuration in the system. To ensure that archiving is taking place and that there is enough disk space to support archiving activities, run the SRV according to the Maintenance Schedule and every time a change is made to the Storage Center .For more information, see the NICE Perform Storage Rules Validator Guide .

Storage Center Monitor - You can monitor the current status of a Storage Center in the System Administrator application. In the Storage Center Servers branch of the Organization tree, select the name of the Storage Center, Storage Group or Storage Unit to view the current status of the respective entity. For more information, see the NICE Perform System Administrator Guide , Chapter 28, Tracking the Status of Your Storage Centers for the relevant NICE Perform release. NICE Sentinel - A real-time monitoring tool that, among other system information, collects

information mainly about recording and archiving system health from different data sources and provides alarms. For more information, see the NICE Perform Sentinel User Guide . For a list of SNMP Traps, see the NICE Perform Sentinel User Guide , Appendix A: Alarms Recommended Actions, in the Storage Center section.

Health Check Reports - A set of reports that provides information about recording and

archiving performance in the system. The reports can be seen in the NICE Perform Reporter application. For more information, see the NICE Perform Health Check Reports Guide .

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