Maintenance Guide For Customers - NP - 3.x

Release 3.
Maintenance Guide
Maintenance Procedures for Customers
March 2011
385A0846-01 Rev. A3
Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright 2011 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
5,216,744 5,457,782 6,246,752 6,615,193 6,865,604 7,010,106 7,305,082 7,474,633 7,587,454 7,705,880 7,751,590 RE41,292 5,274,738 5,911,134 6,249,570 6,694,374 6,871,229 7,010,109 7,333,445 7,532,744 7,599,475 7,714,878 7,761,544 5,289,368 5,937,029 6,252,946 6,728,345 6,880,004 7,058,589 7,346,186 7,545,803 7,631,046 7,716,048 7,770,221 5,325,292 6,044,355 6,252,947 6,775,372 6,937,706 7,085,728 7,383,199 7,546,173 7,660,297 7,720,706 7,788,095 5,339,203 6,115,746 6,311,194 6,785,369 6,959,079 7,152,018 7,386,105 7,573,421 7,664,794 7,725,318 7,801,288 5,396,371 6,122,665 6,330,025 6,785,370 6,965,886 7,203,655 7,392,160 7,577,246 7,665,114 7,728,870 7,822,605 5,446,603 6,192,346 6,542,602 6,856,343 6,970,829 7,240,328 7,436,887 7,581,001 7,683,929 7,738,459 7,848,947
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385A0846-01 Rev. A3
Disclaimer
The Maintenance Guide provided herein shall be used only for the purpose of performing system maintenance. Any and all guidelines and instructions provided to you shall not be transmitted, reproduced or used for any purpose other than as expressly authorized by NICE. The information contained in the Maintenance Guide is subject to change by NICE at any time without notice. The Maintenance Guide does not provide any additional warranty for the NICE products. NICE assumes no responsibility for the use or reliability of its software on equipment that is not certified by NICE. NICE shall have no liability with respect to the content, products and services provided from third parties Web sites and you hereby undertake to bear all risks associated with the use of such content, products and services. Should you find any problem in the Maintenance Guide please report it to NICE in writing.
For assistance, contact your local supplier or nearest NICE Systems Customer Service Center:
EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: support@nice.com APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: support.apac@nice.com The Americas Region: (North, Central, South America) Tel: 1-800-6423-611 Fax: +720-264-4012 email: support.americas@nice.com Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: support@nice.com
NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.
International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_sales@nice.com Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800
All queries, comments, and suggestions are welcome! Please email: nicebooks@nice.com For more information about NICE, visit www.nice.com
Revision History
NICE Perform 3.x Maintenance Guide
Revision A0 A1 A2
Modification Date September 2009 January 2010 September 2010
Description
First release Minor corrections Updated to include support for NICE Perform Release 3.5 Added procedures for Adding/Removing/Mapping Agents and Extensions Added new procedures throughout the manual.
A3
March 2011
Contents
1
Introduction 13
Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Maintenance Procedure Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 NICE Diagnostic and Monitoring Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 Become a Certified NICE Perform Administrator . . . . . . . . . . . . . . . . . . . . . . . .32 Contacting NICE Systems Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . .33
2
General Maintenance 35
Verifying That There Are No Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37 Validating Space on Server Hard Drive(s) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 Performing NICE System Health Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40 Shutting Down NICE Perform System Servers/Components . . . . . . . . . . . . . . .46 Shutting Down NICE Perform Release 3 Service Pack 4 Servers/Components .47 Shutting Down NICE Perform Release 3.1 Servers/Components . . . . . . . . . . .51 Shutting Down NICE Perform Release 3.2 Servers/Components . . . . . . . . . . .56 Shutting Down NICE Perform Release 3.5 Servers/Components . . . . . . . . . . .60 Stopping NICE Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65 Starting Up NICE Perform System Servers/Components . . . . . . . . . . . . . . . . . .68 Verifying that Component/Server Services are Running . . . . . . . . . . . . . . . . . .69 Verifying NICE Systems Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70 Collecting NICE Perform System Information . . . . . . . . . . . . . . . . . . . . . . . . . . .71 Configuring Windows Network Time Protocol. . . . . . . . . . . . . . . . . . . . . . . . . . .72 Configuring the Windows Time Service on the Source Machine (Master) . . . . .72 Configuring the Windows Time Service on Client Machines (Slaves) . . . . . . . .73 Fine-tuning the Windows Time Service on Client Machines (Slaves) . . . . . . . . .74
Contents NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 7
Making Adjustments for Daylight Savings Time . . . . . . . . . . . . . . . . . . . . . . . . .76 Verifying the Latest Version of NICE Perform Software . . . . . . . . . . . . . . . . . . .78 Getting System Summary Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78 Viewing the Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 Refreshing the Summary Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 Saving the Summary Page Information to a File . . . . . . . . . . . . . . . . . . . . .80 Generating a Site Information Collector (SIC) Report . . . . . . . . . . . . . . . . . . . .80 Installing Update Packs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
3
Adding/Removing/Mapping Agents and Extensions 83
Recording Flow Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85 When Will Recording or Reporting be Interrupted and for How Long? . . . . . . .86 When Will Recording or Reporting be Interrupted? . . . . . . . . . . . . . . . . . . . . . .86 For How Long Will Recording or Reporting be Interrupted? . . . . . . . . . . . . . . .86 How to Avoid Interruption During Peak Hours . . . . . . . . . . . . . . . . . . . . . . . . . .86 What Happens to an Interaction During Interruption? . . . . . . . . . . . . . . . . . . . .87 What Happens When You Modify CTI Integrations? . . . . . . . . . . . . . . . . . .87 What Happens When You Modify Channel Mapping? . . . . . . . . . . . . . . . . .88 Environments that May Require Restarting your System . . . . . . . . . . . . . . . . . .89 Avaya DMCC Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89 NEC Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89 Nortel Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89 Passive VoIP Recording with IP Mappers . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90 SIP/Skinny Decoder Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90 VOX Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90 Adding Agents or System Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91 Adding and Mapping Extensions (Devices to a CTI Integration) . . . . . . . . . . . .93 Free Seating: CTI Integration and Channel Mapping . . . . . . . . . . . . . . . . . . . . .96 Fixed Seating: CTI Integration and Channel Mapping . . . . . . . . . . . . . . . . . . . .97 Working with a Cisco Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98 Adding a Device to a Shared Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98 Adding a Line to a Device with Multiple Line Appearance . . . . . . . . . . . . . .99 Adding a New Physical Phone to be used for Extension Mobility . . . . . . . .100
Contents NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
Adding a New Recordable User for Extension Mobility . . . . . . . . . . . . . . .101 Removing Agents or System Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103 Removing Extensions (Devices from a CTI Integration) . . . . . . . . . . . . . . . . . .104 Verifying Voice Recording Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
4
Archiving Maintenance 111
Verifying Storage Center Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112 Verifying Space in a Storage Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113 Verifying Storage Rules and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . .114 Adding a New Storage Unit to a Storage Group . . . . . . . . . . . . . . . . . . . . . . . .115 Expanding the Size of a Storage Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120 Calculating the Required Storage Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .122
5
Loggers Maintenance 123
Logger Software Version Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124 Verifying the Oldest Token on a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125 N+1 Resiliency Procedures Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126 Verifying the N+1 Resiliency Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127 General Logger Hardware Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .132 Checking the Accusys RAID (RAID Type 1) (Disk Mirroring) . . . . . . . . . . . . . .132 Checking the Intel RAID (RAID Type 2) (Disk Mirroring) . . . . . . . . . . . . . . . . .132 Checking the Redundant 1+1 Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . .134 Cleaning the AIT I Turbo Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134 Branch Exchange Logger (BXL) Hardware Maintenance . . . . . . . . . . . . . . . . .136 BXL General Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136 Cleaning the BXL Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136 Cleaning the BXL Air Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137 High Density Logger (HDL) Hardware Maintenance . . . . . . . . . . . . . . . . . . . . .139 HDL General Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139 Cleaning the HDL Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139 Cleaning the HDL Air Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140 Cleaning AIT Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141
Contents NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 9
Cleaning the DDS or DAT 72 Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141 Checking the RAID Array (Disk Mirroring) . . . . . . . . . . . . . . . . . . . . . . . . . . . .142 Checking the Redundant 1+1 Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . .143 High Density Logger Plus (HDL+) Hardware Maintenance . . . . . . . . . . . . . . . .144 HDL Plus General Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144 Cleaning the HDL Plus Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144 Cleaning the HDL Plus Air Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145 Cleaning the DDS or DAT 72 Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145 Interaction Capture Unit (ICU) Hardware Maintenance . . . . . . . . . . . . . . . . . . .147 ICU General Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147 Cleaning the ICU Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147 Cleaning the ICU Air Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148 Checking the Accusys RAID (RAID Type 1) (Disk Mirroring) . . . . . . . . . . . . . .150 Checking the Intel RAID (RAID Type 2) (Disk Mirroring) . . . . . . . . . . . . . . . . .150 Checking the Redundant 1+1 Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . .152
6
SQL Database Maintenance 153
SQL Version Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154 Verifying That All SQL Jobs are Running Correctly . . . . . . . . . . . . . . . . . . . . .155 Verifying Database Integrity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .156 Verifying Database Size and Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
7
Security Maintenance 159
Installing the Latest NICE-Certified Microsoft Security Patches . . . . . . . . . . .160 Backing up the KSM User EFS Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163 Exporting the KSM User Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163 Exporting the KSM User Certificate for Microsoft Windows 2003 . . . . . . . .163 Exporting the KSM User Certificate for Microsoft Windows 2008 . . . . . . . .170 Importing the KSM User Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .176 Importing the KSM User Certificate for Microsoft Windows 2003 . . . . . . . .176 Importing the KSM User Certificate for Microsoft Windows 2008 . . . . . . . .179
10
A
Appendix A: NICE Perform Services 183
NICE Services in NICE Perform Release 3 Service Pack 4 . . . . . . . . . . . . . . . .184 NICE Services in NICE Perform Release 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . .187 NICE Services in NICE Perform Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . .190 NICE Services in NICE Perform Release 3.5 . . . . . . . . . . . . . . . . . . . . . . . . . . .193
B
Appendix B: Glossary 197
11
Blank page for double-sided printing.
1
Introduction
This Maintenance Guide provides in-depth information relating to the whens and hows of maintaining the NICE Perform 3.x system.
Contents
Scope ............................................................................................................................... 14 Maintenance Procedure Summary................................................................................ 15 NICE Diagnostic and Monitoring Utilities..................................................................... 31 Become a Certified NICE Perform Administrator ........................................................ 32 Contacting NICE Systems Customer Service .............................................................. 33
Chapter 1: Introduction NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
13
Scope
Scope
NICE Perform Maintenance Guide - Maintenance Procedures for Customers provides:
A complete description of all procedures that can be performed by the customer. The Maintenance Procedure Summary table summarizing all available procedures, indicating the group qualified to perform each procedure (either the Customer or NICE Customer Support).
If the need arises for a procedure that only NICE Customer Support should perform , please contact NICE Customer Support (see Contacting NICE Systems Customer Service on page 33). This guide includes the following chapters:
General Maintenance - contains procedures relevant to the maintenance of the NICE
Perform system as a whole.

Deployment Distribution - contains procedures required to migrate NICE Perform systems from one deployment distribution to another (for example, migrating from an SMB deployment to a Unified Server configuration). Adding/Removing/Mapping Agents and Extensions - contains procedures required for
the effective maintenance of recording operations.

Archiving Maintenance - contains procedures and guidelines required for the effective maintenance of NICE Perform archiving functionality. Loggers Maintenance - contains procedures and guidelines required to maintain NICE
Logger hardware and software.

SQL DB Maintenance - contains specific procedures required for the effective maintenance of SQL Databases in the NICE System.
14
Maintenance Procedure Summary

The following table presents a summary of scheduled and ad hoc maintenance procedures for the NICE Perform system. It includes procedures to be performed by Customer personnel such as system administrators or database administrators, or by NICE Customer Support. Use this table to become familiar with the available procedures and who should perform them. The name of each procedure in this table that you can perform is a link that takes you to the actual procedure. If the need arises for a procedure that you are not authorized to perform, please contact NICE Systems Customer Support. For more information about how to contact NICE Customer Support, see Contacting NICE Systems Customer Service on page 33 To help you keep track of the NICE Perform maintenance routine, a handy Maintenance Schedule can be downloaded from http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring/Maintenance Guide/Forms/AllItems.aspx.
Table 1-1: NICE Perform Maintenance Procedures General Maintenance Procedures
Procedure
Performed by
How Often?
Purpose
Applicable to NICE Perform Version R3SP3 R3SP4 R3.1 R3.2 R3.5
Verifying That There Are No Alarms Validating Space on Server Hard Drive(s)
Customer
Daily
To ensure that no alarms have been issued from the NICE Perform system. To ensure that there is sufficient space on the hard drive(s) of a server to support NICE Perform operations.
Customer
Weekly
15
Table 1-1: NICE Perform Maintenance Procedures General Maintenance Procedures (Continued)
Procedure
Performed by
How Often?
Purpose
Shutting Down NICE Perform System Servers/Components
Customer
As needed
Whenever it is necessary to shut down NICE Perform system servers and components, such as when installing a new Microsoft service pack or patch or when there is a planned shutdown of the servers. Whenever it is necessary to stop NICE Perform system component service. Whenever it is necessary to restart NICE Perform system servers and components, such as when installing a new Microsoft service pack or patch, or after a planned shutdown of the servers. To quickly collect required information from NICE Perform servers and workstations using the Log Collector. The collected information is presented in report format so it can be sent for analysis when reporting a problem to NICE support.
Chapter 1: Introduction 16
Stopping NICE Services Starting Up NICE Perform System Servers/Components
Customer
As needed As needed
Customer
Collecting NICE Perform System Information
Customer
As needed
NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
Procedure
Performed by
How Often?
Purpose
Changing the IP Address/Host Name of NICE Servers
NICE Customer Support
As needed
At times during a systems lifetime, the host name or IP address of a server must be changed. This procedure contains instructions for performing the change and for testing the results, ensuring that the required changes were made in all relevant locations. NOTE: For this procedure only, instructions are also provided for the following earlier releases:

Making Adjustments for Daylight Savings Time Configuring Windows Network Time Protocol Customer As needed Weekly
NICE Perform Release 1 Service Pack 7 NICE Perform Release 2 Service Pack 5
To make adjustments for Daylight Savings Time (DST) in the NICE Perform system. To configure the Windows Network Time Protocol (NTP) on NICE Perform servers.
Customer
17
Procedure
Performed by
How Often?
Purpose
Verifying the Latest Version of NICE Perform Software Performing NICE System Health Checks
Customer
Monthly
To be able to supply up-to-date system information when contacting NICE Customer Support. To ensure, on a regular basis, that all vital system functionalities are operational.
Customer
By specific health check
Distributing Deployment Procedure Distributing Deployment - Old to New Semi-Distributed Distributing Deployment - From an SMB to Unified Server Performed by NICE Customer Support NICE Customer Support How Often? As needed As needed App. to NICE Perform Version Purpose R3SP3 To change the Deployment Distribution To migrate a Small Medium Business (SMB) one-box solution with VoIP Logger to a Unified Server configuration where the VoIP Logger is installed on a separate server.
Chapter 1: Introduction NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 18
R3SP4
R3.1
R3.2
R3.5
Archiving Maintenance Procedures Procedure Verifying Storage Center Archiving Verifying Space in a Storage Group Performed by Customer Customer How Often? Daily Weekly App. to NICE Perform Version Purpose R3SP3 To check that the Storage Center is archiving calls To check that there is enough space on the storage groups in the Storage Center (based on the Archiving Backlog and Storage Usage Health Check Report) To ensure that all storage related rules and configurations are correct.This should also be performed after every change to a Storage Rule or Storage configuration (Storage Center, Storage Groups and Storage Units) To increase the available storage capacity of a storage group. This procedure can be used as a preventive action after having analyzed the Health Check Reports (HCR) Archiving Backlog Report and discovered a problem relating to insufficient disk space. See the Health Check Reports Guide, Archiving Backlog and Storage Usage Report section.
Chapter 1: Introduction NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 19
R3SP4
R3.1
R3.2
R3.5
Verifying Storage Rules and Configuration
Customer
Weekly
Adding a New Storage Unit to a Storage Group
Customer
As Needed
Archiving Maintenance Procedures (Continued) Procedure Expanding the Size of a Storage Unit Performed by Customer/ NICE Customer Support (depending on version) NICE Customer Support NICE Customer Support How Often? As Needed App. to NICE Perform Version Purpose R3SP3 To increase the available storage capacity of a Storage Unit. R3SP4 R3.1 R3.2 R3.5
Changing the Storage Center Server
As Needed
To ensure smooth transition of archiving and playback functionality when moving the Storage Center process to another machine. To ensure smooth transition of archiving and playback functionality when moving the Storage Center process to another machine.
Migrating Archived Files from One Location to Another
As Needed
Loggers Maintenance Procedures Procedure Verifying the Oldest Token on a Logger Performed by Customer How Often? Weekly App. to NICE Perform Version Purpose R3SP3 To verify that unarchived data on a Logger is not being lost due to recycling of tokens on the logger. R3SP4 R3.1 R3.2 R3.5
20
Loggers Maintenance Procedures (Continued) Procedure Adding a Logger to the NICE Perform System Performed by NICE Customer Support How Often? As needed App. to NICE Perform Version Purpose R3SP3 To add a Logger to a NICE Perform system R3SP4 R3.1 R3.2 R3.5
Removing a Logger from the NICE Perform System
As needed
To remove a Logger from a NICE Perform system
Replacing a Logger in the NICE Perform System
As needed
To replace a Logger in the NICE Perform System
Verifying the N+1 Resiliency Chain
Customer
Quarterly
To check for transfer of operations in systems with N+1 configuration from the normal Logger to the spare Logger in cases where the normal Logger is down or otherwise not available, and to verify that calls are correctly recorded. To add an existing defined standalone Logger to an existing N+1 chain. To replace a defined Logger in an existing N+1 chain.
Adding a Standalone Logger to an N+1 Chain Replacing a Logger in an N+1 Chain with Another Logger
NICE Customer Support NICE Customer Support
As needed As needed
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Loggers Maintenance Procedures (Continued) Procedure Excluding a Logger from an N+1 Chain Backing Up Calls on a Logger Performed by NICE Customer Support NICE Customer Support How Often? As needed As needed App. to NICE Perform Version Purpose R3SP3 To exclude a logger from an existing N+1 chain. To efficiently and quickly back up calls on a logger using the Logger Snapshot Tool (LST) when handling critical issues in the field, or during planned maintenance activities or upgrades. This procedure is relevant for the following Loggers: R3SP4 R3.1 R3.2 R3.5

Adding New Channels to an Existing Logger NICE Customer Support As needed
TDM Logger version 9.06 VoIP Logger version 9.12
To increase the channel capacity of existing Loggers. These procedures are relevant for the following Logger versions:
TDM Logger version 9.06, Service Pack 5 VoIP Logger version 9.12, Service Packs 5 and 6
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Loggers Maintenance Procedures (Continued) Procedure Increasing the Number of Tokens on a VoIP Logger Performed by NICE Customer Support How Often? As needed App. to NICE Perform Version Purpose R3SP3 To increase the number of available tokens on a VoIP Logger. This should be done in the following cases: R3SP4 R3.1 R3.2 R3.5
In all NICE Perform versions: Loggers with a large number of channels (greater than 400), where the Logger is often restarted. In NICE Perform Release 3.1 and later: In NICE Sentinel, after receiving Alarm 2012 (Not Archived Time) and checking the age (in days) of the oldest token on the Logger. See Verifying the Oldest Token on a Logger on page 125.
General Logger Hardware Maintenance Branch Exchange Logger (BXL) Hardware Maintenance
Customer
Monthly
To perform General Logger Hardware Maintenance procedures. To perform Branch Exchange Logger (BXL) Hardware Maintenance procedures.
Customer
Monthly
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Loggers Maintenance Procedures (Continued) Procedure High Density Logger (HDL) Hardware Maintenance High Density Logger Plus (HDL+) Hardware Maintenance Interaction Capture Unit (ICU) Hardware Maintenance Performed by Customer How Often? Monthly App. to NICE Perform Version Purpose R3SP3 To perform High Density Logger (HDL) Hardware Maintenance procedures. To perform High Density Logger Plus (HDL+) Hardware Maintenance procedures. To perform Interaction Capture Unit (ICU) Hardware Maintenance procedures. R3SP4 R3.1 R3.2 R3.5
Customer
Monthly
Customer
Monthly
Adding/Removing/Mapping Agents and Extensions Procedure Adding Agents or System Users Performed by Customer How Often? As needed App. to NICE Perform Version Purpose R3SP3 To ensure the smooth addition or modification of a user (Agent and/or System User) in the NICE Perform system. R3SP4 R3.1 R3.2 R3.5
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Adding/Removing/Mapping Agents and Extensions Procedure Adding and Mapping Extensions (Devices to a CTI Integration) Performed by Customer How Often? As needed App. to NICE Perform Version Purpose R3SP3 To ensure the smooth addition or modification of a device through which an agent is recorded (such as a telephone) in the NICE Perform system, thereby ensuring that the recording flow operates correctly. To ensure the smooth removal of a user (Agent and/or System User) in the NICE Perform system. To ensure the smooth removal of a device through which an agent is recorded (such as a telephone) in the NICE Perform system, thereby ensuring that the recording flow operates correctly. To ensure that all calls that should be recorded according to system configuration are actually being recorded. R3SP4 R3.1 R3.2 R3.5
Removing Agents or System Users Removing Extensions (Devices from a CTI Integration)
Customer
As needed As needed
Customer
Verifying Voice Recording Coverage
Customer
Daily
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SQL Database Maintenance Procedures Procedure Verifying That All SQL Jobs are Running Correctly Verifying Database Integrity Verifying Database Size and Space Reducing Retention in the Database Performed by Customer How Often? Weekly App. to NICE Perform Version Purpose R3SP3 To ensure that all SQL jobs on the Database Server and/or Data Mart Server are functioning correctly and, if not, take action. To ensure that the database is functioning correctly. To check the size and available space of SQL tables. To reduce the default retention time in the nice_interactions database. 3.1.19 (and later) 3.2.11 (and later) R3SP4 R3.1 R3.2 R3.5
Customer Customer NICE Customer Support
Monthly Monthly As needed
Changing the Location of Database Files
As needed
To move database files from one location on a server to another without disrupting database functionality.
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SQL Database Maintenance Procedures (Continued) Procedure Manually Backing Up a Database Performed by NICE Customer Support How Often? As needed App. to NICE Perform Version Purpose R3SP3 When performing procedures related to the maintenance of SQL databases, such as when upgrading an SQL server, migrating from one SQL server to another, or installing new software; it may be necessary to use a manual backup of the database instead of using the existing automatic backups. This procedure explains how to perform a manual backup. Restoring a Database NICE Customer Support As needed This procedure describes how to manually restore a database in cases where such a restore is required (such as during a migration process, when changing a physical server, or when the database has been corrupted). This process refers to databases that were backed up automatically by NICE database backup jobs or that were backed up manually. R3SP4 R3.1 R3.2 R3.5
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SQL Database Maintenance Procedures (Continued) Procedure Backing Up and Restoring the Cryptographic Database Performed by NICE Customer Support How Often? As needed App. to NICE Perform Version Purpose R3SP3 In NICE Perform system implementing media encryption, the Cryptographic Database (nice_crypto) serves as a repository for the NICE Key Storage Manager (KSM) application. When the nice_crypto database needs to be backed up and restored on another SQL Server instance, steps must be taken to ensure the ability to encrypt and decrypt data. Increasing the Size of a Database NICE Customer Support As needed In order to maintain system functionality, the size of a database must be increased when the size of a specific database does not match the required size based on the required amount of data and retention, or when its free disk space is less than 10% R3SP4 R3.1 R3.2 R3.5
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SQL Database Maintenance Procedures (Continued) Procedure Migrating a 32-bit Database Server to a 64-bit Server Performed by NICE Customer Support How Often? As needed App. to NICE Perform Version Purpose R3SP3 When migrating a Database Server from an SQL 2005 32-bit server to an SQL 2005 64-bit server, or an SQL 2008 32-bit server to an SQL 2008 64-bit server, to retain all data from the old database (including calls, interactions, user data, etc.). NOTE: Data Mart is not supported in NICE Perform Release 3 Service Pack 4. R3SP4 R3.1 R3.2 R3.5
SQL 2005
SQL 2005
SQL 2005 and SQL 2008
Security Maintenance Procedure Installing the Latest NICE-Certified Microsoft Security Patches Adding the NICE Perform Environment to a Domain Performed by Customer How Often? Monthly App. to NICE Perform Version Purpose R3SP3 To ensure that all appropriate Windows security updates are installed on all relevant servers and workstations on the customers site. To bring the NICE Perform system into a different domain. R3SP4 R3.1 R3.2 R3.5
As needed
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Security Maintenance Procedure Backing up the KSM User EFS Certificate Performed by Customer How Often? As needed App. to NICE Perform Version Purpose R3SP3 To back up the KSM User Encrypting File System (EFS) Certificate. R3SP4 R3.1 R3.2 R3.5
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NICE Diagnostic and Monitoring Utilities
NICE Diagnostic and Monitoring Utilities

As a supplement to NICE Perform, NICE Systems provide a bundle of utilities to facilitate the diagnostic and monitoring aspects of operating NICE Perform. These tools are required to perform many of the procedures in this guide. The bundle includes the following tools:
Table 1-2: NICE System Tools Tool Health Check Reports (HCR) NICE Sentinel Description A set of reports that provides information about recording and archiving performance in the system. A new real-time monitoring tool that replaces the CA NMS. The NICE Sentinel is easy to install, configure and use. It collects information mainly about recording and archiving system health from different data sources, and provides clear alarms. An easy-to-use tool that runs a series of tests to verify the validity of Storage Rules and storage configuration in the system. An easy-to-use utility that gathers information from all your NICE Perform servers and local workstation, and compiles it in report format for easy transfer for analysis. This new version enables log collection for specific problems, and the ability to collect site information that can later be imported to the install base. Supported NICE Perform Versions NICE Perform Release 3 Service Pack 4 and later NICE Perform Release 3.1 and later
Storage Rules Validator (SRV) Log Collector V1.3
NICE Perform Release 3 Service Pack 4 and later NICE Perform Release 3 Service Pack 4 and later
Documentation for all the tools listed in the table can be found on ExtraNICE at the following link: http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring
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Become a Certified NICE Perform Administrator
Become a Certified NICE Perform Administrator

Interested in extracting the most from this Maintenance Guide? Join a NICE Perform Certified Administrator (NPCA) course! NPCA is designed for IT/Admin personnel who are responsible for the technical operation of NICE Perform in their organization and who support it on a daily basis. NICE highly recommends that every customer has at least one person on staff who is NPCA certified.
Course Overview
NPCA students learn about architecture, servers and components in order to better understand the technical flows and functionality of NICE Perform. With this background, students explore the available system tools and options that will aid them in monitoring, troubleshooting and maintaining the NICE Perform solution.
Key Benefits
Gain comprehensive technical knowledge of system components and their interoperability Gain the knowledge and tools required to provide internal support for your NICE Perform solution Learn preventative maintenance and regular checkup routines that will ensure optimal performance of your NICE Perform solution Learn how to communicate efficiently and effectively with NICE customer support
Course Objectives
NPCA graduates will be able to:
Identify NICE Perform core servers and components, and describe their operation and interoperability, including integration with TDM and VoIP telephony systems Perform common changes in the system, mainly adding new sources for recording Perform proactive maintenance of the NICE Perform system by following maintenance schedules and maintenance guides, and by using additional tools Perform basic troubleshooting of selected common issues Communicate effectively with NICE support centers
For more information on NPCA schedules and ordering, contact NICE Customer Training Services at training@nice.com or visit the NICE Education Center Portal: http://education.nice.com
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Contacting NICE Systems Customer Service
Contacting NICE Systems Customer Service

NICE has the industry's largest and most extensive network of support centers, designed to make sure that support is virtually on your doorstep.
EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: support@nice.com APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: support.apac@nice.com The Americas Region: (North, Central, South America) Tel: 1-800-NICE-611 Fax: +720-264-4012 email: support.americas@nice.com Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: support@nice.com
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2
General Maintenance
This chapter provides general maintenance procedures required for the effective maintenance of NICE Perform systems.
IMPORTANT
Before performing any procedure that requires stopping all services, or downtime of a major NICE Perform component (such as the Database Server or the Applications Server), do the following: a. Stop all NICE Sentinel services for that period of time. If not, NICE Sentinel will send alarms while the server or servers are down. b. After the procedure has been completed and the components/services are running again, restart the NICE Sentinel services.
Before stopping or restarting a single system component, such as a Logger, do the following: a. In NICE Sentinel, disable management of the server for the duration of the maintenance procedure. b. When finished, re-enable management of the server in NICE Sentinel.
For more information about starting and stopping NICE services, and disabling/enabling management of a server in NICE Sentinel, see Stopping NICE Services on page 65. For a list of NICE Sentinel services, see Appendix A: NICE Perform Services on page 183.
Contents
Verifying That There Are No Alarms ............................................................................. 37 Validating Space on Server Hard Drive(s) .................................................................... 39 Performing NICE System Health Checks ..................................................................... 40 Shutting Down NICE Perform System Servers/Components ..................................... 46 Stopping NICE Services................................................................................................. 65 Starting Up NICE Perform System Servers/Components ........................................... 68 Collecting NICE Perform System Information ............................................................. 71
Chapter 2: General Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 35
Configuring Windows Network Time Protocol ............................................................ 72 Making Adjustments for Daylight Savings Time ......................................................... 76 Verifying the Latest Version of NICE Perform Software.............................................. 78
Chapter 2: General Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
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Verifying That There Are No Alarms

Frequency: Performed by: Purpose: Applicable to version(s): Daily Customer To ensure that no alarms have been issued from the NICE Perform system.
NICE Perform Release 3.1 NICE Perform Release 3.2 NICE Perform Release 3.5
Use the NICE Center dashboard in NICE Sentinel to perform basic system monitoring. This dashboard provides a real-time overview of your entire system, and enables you to drill down to the heart of the problem. NICE Sentinel displays alarm indications in several places. You can monitor the NICE Perform system in the following areas:
Recording Alarm Indicators: Indicate if there are any alarms in the NICE Perform servers
or components that affect recording.

Archiving Alarm Indicators: Indicate if there are any alarms in the NICE Perform servers or
components that affect archiving.

Top Alarmed Devices: Present a list of servers and components that currently have the most alarms in the system. The list is presented in descending order, from the server or component with the most alarms. Network Map: Provides an overall visual display of the sites or servers being monitored. You
can tell if one or more alarms have been issued for any of the entities on the map by its color. When an alarm is received, the icon that represents the server, or component from which the alarm originated, begins to flash. The severity of alarms is color-coded:
Table 2-1: Alarm Severity Color Yellow Orange Red Purple Severity Minor Major Critical Unknown (alarm originating from a device that is not part of the NICE system.
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To view all alarms:
In the NICE Sentinel Navigation Tree, under Alarm Filters, select All.
Figure 2-1 NICE Sentinel NICE Center Main Screen
For more information about alarms and how to handle them, see the NICE Sentinel User Guide.
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Validating Space on Server Hard Drive(s)
Validating Space on Server Hard Drive(s)

Frequency: Performed by: Purpose: Applicable to version(s): Weekly Customer To ensure that there is sufficient space on the hard drive(s) of a server to support NICE Perform operations.
You can check the amount of space used on a hard drive through NICE Sentinel. The default threshold for disk space usage is set to 90%. If the space used exceeds this threshold, a minor alarm (Alarm ID 2023; Alarm Name: Disk Space Used) is issued. The disk space on all hard drives, on all servers in the NICE Perform system, should be checked weekly to proactively prevent situations where there is not enough disk space to support system functionality. For more information, see the NICE Sentinel User Guide .
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Performing NICE System Health Checks

Frequency: Performed by: Purpose: Applicable to version(s): As prescribed in the specific health check Customer To ensure, on a regular basis, that all vital system functionalities are operational.
The following table specifies the tests that should be performed and the frequency with which they should be performed (daily or weekly) to ensure that the NICE Perform system is operating properly. In some cases, these tests complement and/or overlap other maintenance procedures. The table can be printed out and used as a checklist when performing the tests.
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Table 2-2: NICE System Health Check Tests (Sheet 1 of 5) Result: Pass/Fail Monday Applications Server Errors do not appear in the Event Viewer - Sys and App Logs All NICE services are started (see Verifying that Component/Server Services are Running on page 69) Test that recent calls can be replayed Test that older calls can be replayed Test that reports run and are displayed Interactions Center Server Errors do not appear in the Event Viewer - Sys and App Logs Errors do not appear in all IC (Interactions Center) modules Run a Business Analyzer query for Hold Counts and check the results Database Server Errors do not appear in the Event Viewer - Sys and App Logs Weekly Weekly Weekly Weekly Weekly Weekly Result: Pass/Fail Tuesday Result: Pass/Fail Wednesday Result: Pass/Fail Thursday Result: Pass/Fail Friday
Test Description
Frequency
Daily Daily Daily
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Table 2-2: NICE System Health Check Tests (Continued) (Sheet 2 of 5) Result: Pass/Fail Monday All SQL jobs are successful (see Verifying That All SQL Jobs are Running Correctly on page 155) Check space on the databases: See Verifying Database Size and Space on page 157 or Run the DBspace testing tool to check the space on the databases (for detailed instructions, see Running the DBspace Utility in the Microsoft SQL Server Guide for the relevant version of Microsoft SQL) Verify database integrity: See Verifying Database Integrity on page 156 or Run the DBagnose testing tool (for detailed instructions, see Running the DBagnose Utility in the Microsoft SQL Server Guide for the relevant version of Microsoft SQL) Screen Logger (if installed) Errors do not appear in the Event Viewer - Sys and App Logs Errors do not appear in the Screen Logger logs Weekly Weekly Monthly Weekly Result: Pass/Fail Tuesday Result: Pass/Fail Wednesday Result: Pass/Fail Thursday Result: Pass/Fail Friday
Test Description
Frequency
Weekly
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Table 2-2: NICE System Health Check Tests (Continued) (Sheet 3 of 5) Result: Pass/Fail Monday Verify that the NICEScreen service started (see Verifying that Component/Server Services are Running on page 69) NICE Sentinel Errors do not appear in the Event Viewer - Sys and App Logs Verify that the console is running error-free Verify 2D Map functionality Verify traps and check for system errors Customers Third Party SNMP Viewer Verify NICE SNMP traps and check for system errors Content Analysis Server (if installed): Daily Daily Daily Daily Daily Weekly Result: Pass/Fail Tuesday Result: Pass/Fail Wednesday Result: Pass/Fail Thursday Result: Pass/Fail Friday
Test Description
Frequency
For NICE Perform version 3.2.19 and above For NICE Perform version 3.5.13 and above Weekly Weekly
Errors do not appear in the Event Viewer - Sys and App Logs Verify that the Content Analysis service is started (see Verifying that Component/Server Services are Running on page 69) Run a Business Analyzer query for Word Spotting and confirm that it is operational
Weekly
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Table 2-2: NICE System Health Check Tests (Continued) (Sheet 4 of 5) Result: Pass/Fail Monday Storage Center (if installed) Errors do not appear in the Event Viewer - Sys and App Logs Verify Storage Center archiving status. This can be done by running the Storage Center Investigator or by following the procedure: Verifying Storage Center Archiving on page 112. Confirm that calls are archived to the storage area(s) (see Verifying Storage Center Archiving on page 112) Confirm that there is available space on the archive storage areas (see Verifying Space in a Storage Group on page 113). Verify Archiving to ESM functionality if applicable (see Verifying Storage Center Archiving on page 112) Backup Application (If Installed) Verify that the Logger(s) are archiving to the tape(s) without errors Media Library Application (if installed) Verify that the application is operational without errors Weekly Weekly Daily Result: Pass/Fail Tuesday Result: Pass/Fail Wednesday Result: Pass/Fail Thursday Result: Pass/Fail Friday
Test Description
Frequency
Weekly
Weekly
Daily
Daily Daily
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Table 2-2: NICE System Health Check Tests (Continued) (Sheet 5 of 5) Result: Pass/Fail Monday Verify that labels can be printed as required Weekly Result: Pass/Fail Tuesday Result: Pass/Fail Wednesday Result: Pass/Fail Thursday Result: Pass/Fail Friday
Test Description
Frequency
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Frequency: Performed by: Purpose: As needed Customer Whenever it is necessary to shut down NICE Perform system servers and components, such as when installing a new Microsoft service pack or patch, or when there is a planned shutdown of the servers.
Applicable to version(s):
NICE Perform Release 3 Service Pack 4 NICE Perform Release 3.1 NICE Perform Release 3.2 NICE Perform Release 3.5
Before shutting down system servers, stop the NICE Perform services running on the server (see Stopping NICE Services on page 65). When shutting down a component running on a workstation where no NICE services are running (such as the NICE ScreenAgent), simply stop the component. It is not required to shut down the workstation. When a service has a dependency, this means that it is dependent on another specified service or services. The dependent service should be stopped before the service upon which it is dependent. For example, in the NICE Playback Server, the NiceIVR service is dependent on the Remote Procedure Call (RPC) service. If the RPC is stopped before the NiceIVR service, as a result, the Nice IVR service will go down. The following tables indicate the order in which NICE Perform components and servers should be shut down, the order in which their associated services (if any) should be stopped, and any related dependencies. On each server, the services should be stopped before shutting down the server.
NOTE: The following tables represent a NICE Perform installation that consists of all possible components. Services for NICE components that were not installed in your NICE Perform system will not appear in the Services list.
Shutting Down NICE Perform Release 3 Service Pack 4 Servers/Components on page 47 Shutting Down NICE Perform Release 3.1 Servers/Components on page 51 Shutting Down NICE Perform Release 3.2 Servers/Components on page 56 Shutting Down NICE Perform Release 3.5 Servers/Components on page 60
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Shutting Down NICE Perform Release 3 Service Pack 4 Servers/Components

a c
Table 2-3: Order for Shutting Down NICE Perform Release 3 Service Pack 4 Components/Servers (Sheet 1 of 4) Order 1 Component/Server Shut down NICE NMS Server Services CA License Client CA-Unicenter CA-Unicenter is dependent upon and should be shut down before: Dependencies Comments

CA Nice SMTP Service CA-AutoDiscovery CA-IPXDiscovery CA-Unicenter(NR-Server) CA-Unicenter (Remote) CA-Unicenter (Transport) CA-Unicenter Discovery Scheduler CA-Unicenter TND Severity Propagation CA-Unicenter WorldView Agent 2 Shut down NICE Audio Analysis Server Nice Audio Analysis Nice Playback Resource Manager
CA-Unicenter (NR-Server) CA-Unicenter (Transport) MSSQLSERVER
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Table 2-3: Order for Shutting Down NICE Perform Release 3 Service Pack 4 Components/Servers (Continued) (Sheet 2 of 4) Order 3 4 Component/Server Shut down NICE Backup Server/Media Library Shut down NICE Reporter/Data Mart Server Services N/A Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler 5 Shut down NICE Playback Server Nice PBSLink NiceIVR NiceIVR is dependent upon and should be shut down before: Remote Procedure Call (RPC) Nice Playback Streaming 6 Shut down NICE ScreenSense Server Nice ScreenSense Server When the ScreenSense Server is installed on the Applications server, stop the ScreenSense Server service when shutting down the Applications server in step 13. Dependencies N/A If the Data Mart Server is installed on the Database Server, shut it down in Step 14 and not in this step. Comments
Shut down NICE Storage Center
Nice Storage Center Service Nice Storage Streaming Service
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Table 2-3: Order for Shutting Down NICE Perform Release 3 Service Pack 4 Components/Servers (Continued) (Sheet 3 of 4) Order 8 Component/Server Shut down NiceScreen Logger Services NICE Multimedia Logger Service Nice SAMS 9 Shut down NICE Interactions Center NICE CLS NICE CLS Monitor NICE CLS TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper 10 Shut down NICE Applications Server Nice AA Search Controller NICE Audit Trail Service NICE Coaching Service NICE Evaluations Form Server Nice FTF Query Server Nice FTFQuery Server is dependent upon and should be shut down before: Nice NBA (Business Analyzer) Nice Investigations Server Nice FTFQuery Server is dependent upon and should be shut down before: Nice NBA (Business Analyzer) Nice IP Phone Applications Dependencies Comments
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Table 2-3: Order for Shutting Down NICE Perform Release 3 Service Pack 4 Components/Servers (Continued) (Sheet 4 of 4) Order Component/Server Services NICE Monitor Server NICE MyUniverse NICE NBA (Business Analyzer) NICE Playback Administration NICE Playback Streaming NICE Rule Engine NICE Rules Manager Service NICE System Administrator 11 12 Shut down NICE Database Server Shut down NICE TDM/VoIP Logger TDM Logger Services Nice Voice Logger CIMService Dependent upon: Log Service LogService VoIP Logger Services Nice VoIP Logger CIMService Dependent upon: Log Service IPCapture Dependent upon: Log Service LogService NOTE: IPCapture is a process, not a service. N/A NOTE: Do not shut down the computer before shutting down the Voice/VoIP Logger services. Dependencies Comments
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Shutting Down NICE Perform Release 3.1 Servers/Components

Table 2-4: Order for Shutting Down NICE Perform Release 3.1 Components/Servers (Sheet 1 of 5) Order 1 Component/Server Shut down NICE Sentinel Services FLEXimLicenseManager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService dvSNMPTrapService dvSyslogService dvSchedulerService 2 Shut down NICE Audio Analysis Server Nice Audio Analysis Nice Playback Administration 3 Shut down NICE Backup Server/Media Library N/A N/A Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Dependencies Comments
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Table 2-4: Order for Shutting Down NICE Perform Release 3.1 Components/Servers (Continued) (Sheet 2 of 5) Order 4 Component/Server Shut down NICE Reporter/Data Mart Server Services Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler Report Application Server 5 Shut down NICE Telephony Services Intel Dialogic product Boardserver Dependent upon and should be stopped before: DigPnPObserverService Intel Dialogic product System Server Dependent upon and should be stopped before: DigPnPObserverService CT Bus Broker DM3Config Nice Playback Telephony Services 6 Shut down NICE ScreenSense Server Nice ScreenSense Server When the ScreenSense Server is installed on the Applications server, stop the ScreenSense Server service when shutting down the Applications server in step 13. Dependencies Comments If the Data Mart Server is installed on the Database Server, shut it down in Step 14 and not in this step.
LogService
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Table 2-4: Order for Shutting Down NICE Perform Release 3.1 Components/Servers (Continued) (Sheet 3 of 5) Order Component/Server Services Nice Storage Center Service Nice Storage Streaming Service 8 Shut down NiceScreen Logger NICE Multimedia Logger Service Nice SAMS 9 Shut down NICE Interactions Center NICE CLS NICE CLS Monitor NICE CLS TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper 10 Shut down NICE Applications Server Nice AA Search Controller NICE Audit Trail Service NICE Coaching Service NICE Evaluations Form Server Nice FTF Query Server Dependent upon and should be stopped before: Nice NBA (Business Analyzer) Nice Investigations Server Dependent upon and should be stopped before: Nice NBA (Business Analyzer) Nice IP Phone Applications
Dependencies
Comments
Table 2-4: Order for Shutting Down NICE Perform Release 3.1 Components/Servers (Continued) (Sheet 4 of 5) Order Component/Server Services NICE Monitor Server NICE MyUniverse NICE NBA (Business Analyzer) NICE Playback Administration NICE Playback Streaming NICE Rule Engine NICE Rules Manager Service NICE System Administrator 11 Shut down NICE Database Server N/A Dependencies Comments
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Table 2-4: Order for Shutting Down NICE Perform Release 3.1 Components/Servers (Continued) (Sheet 5 of 5) Order 12 Component/Server Shut down NICE TDM/VoIP Logger TDM Logger Services Nice Voice Logger CIMService Dependent upon and should be stopped before: LogService LogService VoIP Logger Services Nice VoIP Logger CIMService Dependent upon and should be stopped before: LogService IPCapture Dependent upon and should be stopped before: LogService LogService NOTE: IPCapture is a process, not a service. Services Dependencies Comments NOTE: Do not shut down the computer before shutting down the Voice/VoIP Logger services.
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Table 2-5: Order for Shutting Down NICE Perform Release 3.2 Components/Servers (Sheet 1 of 4) Order 1 Component/Server Shut down NICE Sentinel Services FLEXimLicenseManager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService dvSNMPTrapService dvSyslogService dvSchedulerService 2 Shut down NICE Content Analysis Server Nice Content Analysis Nice Playback Administration 3 4 Shut down NICE Backup Server/Media Library Shut down NICE Reporter/Data Mart Server N/A Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler N/A If the Data Mart Server is installed on the Database Server, shut it down in Step 11 and not in this step.
Dependencies
Comments
Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC)
Table 2-5: Order for Shutting Down NICE Perform Release 3.2 Components/Servers (Continued) (Sheet 2 of 4) Order 5 Component/Server Shut down NICE Telephony Services Services Intel Dialogic product Boardserver Dependencies Dependent upon and should be stopped before: DigPnPObserverService Intel Dialogic product System Server Dependent upon and should be stopped before: Comments

Nice Playback Telephony Services 6 Shut down NICE Screen Content Analysis Server Nice Screen Content Analysis Server
DigPnPObserverService CT Bus Broker DM3Config
When the Screen Content Analysis Server is installed on the Applications server, stop the Screen Content Analysis Server service when shutting down the Applications server in step 10.
Nice Storage Center Service Nice Storage Streaming Service
Shut down NiceScreen Logger
NICE Multimedia Logger Service Nice MML Tray Icon Service Nice SAMS
Chapter 2: General Maintenance
57
Table 2-5: Order for Shutting Down NICE Perform Release 3.2 Components/Servers (Continued) (Sheet 3 of 4) Order 9 Component/Server Shut down NICE Interactions Center Services NICE Interactions Center NICE Interactions Center Monitor NICE Interactions Center TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper 10 Shut down NICE Applications Server Nice AA Search Controller NICE Audit Trail Service NICE Coaching Service NICE Evaluations Form Server Nice FTF Query Server Dependent upon and should be stopped before: Nice NBA (Business Analyzer) Nice Investigations Server Dependent upon and should be stopped before: Nice NBA (Business Analyzer) Nice IP Phone Applications NICE Monitor Server NICE MyUniverse NICE NBA (Business Analyzer) NICE Playback Administration
Dependencies
Comments
Table 2-5: Order for Shutting Down NICE Perform Release 3.2 Components/Servers (Continued) (Sheet 4 of 4) Order Component/Server Services NICE Playback Streaming NICE Rule Engine NICE Rules Manager Service NICE System Administrator 11 12 Shut down NICE Database Server Shut down NICE TDM/VoIP Logger TDM Logger Services Nice Voice Logger CIMService Dependent upon and should be stopped before: LogService. LogService VoIP Logger Services Nice VoIP Logger CIMService Dependent upon and should be stopped before: LogService. IPCapture Dependent upon and should be stopped before: LogService. LogService NOTE: IPCapture is a process, not a service. N/A NOTE: Do not shut down the computer before shutting down the Voice/VoIP Logger services. Dependencies Comments
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Table 2-6: Order for Shutting Down NICE Perform Release 3.5 Components/Servers (Sheet 1 of 5) Order 1 Component/Server Shut down NICE Sentinel Services FLEXimLicenseManager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService dvSNMPTrapService dvSyslogService dvSchedulerService 2 Shut down NICE Content Analysis Server Nice Content Analysis Service Nice Playback Administration 3 4 Shut down NICE Text Analysis Server Shut down NICE Backup Server/Media Library Nice Text Analysis Service N/A N/A Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Dependencies Comments
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Table 2-6: Order for Shutting Down NICE Perform Release 3.5 Components/Servers (Continued) (Sheet 2 of 5) Order 5 Component/Server Shut down NICE Reporter/Data Mart Server Services Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler 6 Shut down NICE Telephony Services Intel Dialogic product Boardserver Dependent upon and should be stopped before: DigPnPObserverService Intel Dialogic product System Server Dependent upon and should be stopped before: Dependencies Comments If the Data Mart Server is installed on the Database Server, shut it down in Step 12 and not in this step.

Nice Playback Telephony Services 7 Shut down Process Optimization Server RTI Connect Server
DigPnPObserverService CT Bus Broker DM3Config
When the Process Optimization Server is installed on the Applications server, stop the Process Optimization Server service when shutting down the Applications server in Step 11.
Nice Storage Center Service
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Table 2-6: Order for Shutting Down NICE Perform Release 3.5 Components/Servers (Continued) (Sheet 3 of 5) Order Component/Server Services Nice Storage Streaming Service NICE Retention Service 9 Shut down NiceScreen Logger NICE Multimedia Logger Service Nice MML Tray Icon Service Nice SAMS 10 Shut down NICE Interactions Center NICE Interactions Center NICE Interactions Center Monitor NICE Interactions Center TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper 11 Shut down NICE Applications Server Nice AA Search Controller NICE Audit Trail Service NICE BSF Server NICE Coaching Service NICE Evaluations Form Server Nice FTF Query Server Dependent upon and should be stopped before: Nice NBA (Business Analyzer) Dependencies LogService Comments
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Table 2-6: Order for Shutting Down NICE Perform Release 3.5 Components/Servers (Continued) (Sheet 4 of 5) Order Component/Server Services Nice Investigations Server Dependencies Dependent upon and should be stopped before: Nice NBA (Business Analyzer) Nice IP Phone Applications NICE Monitor Server NICE MyUniverse NICE NBA (Business Analyzer) NICE Notification Service NICE Playback Administration NICE Playback Streaming NICE Rule Engine NICE Rules Manager Service NICE System Administrator NICE TextInjection 12 Shut down NICE Database Server N/A Comments
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Table 2-6: Order for Shutting Down NICE Perform Release 3.5 Components/Servers (Continued) (Sheet 5 of 5) Order 13 Component/Server Shut down NICE TDM/VoIP Logger TDM Logger Services Nice Voice Logger CIMService Dependent upon and should be stopped before: LogService. LogService VoIP Logger Services Nice VoIP Logger CIMService Dependent upon and should be stopped before: LogService. IPCapture Dependent upon and should be stopped before: LogService. LogService NOTE: IPCapture is a process, not a service. Services Dependencies Comments NOTE: Do not shut down the computer before shutting down the Voice/VoIP Logger services.
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Stopping NICE Services

Frequency: Performed by: Purpose: Applicable to version(s): As needed Customer Whenever it is necessary to stop NICE Perform system component services.
Depending on the NICE Perform release, services can be stopped on a specific server either in:
NICE Services Configuration Manager: a NICE proprietary utility for managing NICE
services only. The services that appear are those services that are currently managed by the NICE Services Configuration Manager. Depending on your site configuration and licensing, some services may not appear.
Windows Services: a Windows utility for managing all services on a machine running the
Windows operating system. The following table indicates where services can be stopped for the following NICE Perform versions:
Table 2-7: Where to Stop NICE and Other Related Services NICE Perform Version Release 3 Release 3.1 Release 3.2 NICE Services Configuration Manager Use to stop/start all Applications Server services Use to stop/start all Applications Server services Use to stop/start services for all servers/components except for the Database Server Use to stop/start services for all servers/components except for the Database Server Windows Services Use to stop/start services for all other servers/components Use to stop/start services for all other servers/components Use to stop/start the Database Server services (such as MSSQLSERVER) Use to stop/start the Database Server services (such as MSSQLSERVER)
Release 3.5
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To stop NICE Services using the NICE Services Configuration Manager: 1. On the Applications Server, using Windows Explorer, navigate to the drive on which NICE Perform was installed, and go to Program Files/Nice Systems/Applications/Tools/Nice Services Configuration. 2. Double-click Nice Services Configuration Manager.exe to start the NICE Services Configuration Manager utility.
Figure 2-2 NICE Services Configuration Manager Utility
Stop button
3. To stop a single service: a.
Select the service you want to stop.
b. On the toolbar, click the Stop button. 4. To stop all services: a.
On the keyboard, press CTRL+A to select all NICE services. . This determines the priority
b. On the toolbar, click the Services Priorities button
order when changing service status.

c.
On the toolbar, click the Stop button. The NICE Services Configuration Manager stops the services in the appropriate order.
Chapter 2: General Maintenance 66
5. Wait until all the services have stopped. You can check this in the State column (the state should be Stopped).
To stop Services using Window Services: 1. On the Logger, in the Windows Start menu, go to Settings > Control Panel > Administrative Tools > Services. 2. Select the required service for the server/component and click Stop the service. If there is
more than one service, each service needs to be stopped individually.

Figure 2-3 Services Window
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Starting Up NICE Perform System Servers/Components

Frequency: Performed by: Purpose: As needed Customer Whenever it is necessary to restart NICE Perform system servers and components, such as when installing a new Microsoft service pack or patch, or after a planned shutdown of the servers.
In general, it is better to start the Logger(s) first, although this is not mandatory. Otherwise, the order in which you start up the components does not matter, as long as you first start up the SQL Server service on in the Database Server and the System Administrator service on the Applications Server. When you start up a NICE component/server, any associated NICE services installed on that machine start up automatically. The following table indicates the order in which it is recommended to start up NICE Perform components: This order specifies that the recording products come up first, ensuring the most efficient startup for the entire NICE Perform system.
Table 2-8: Order for Starting Up NICE Perform Components (Sheet 1 of 2) Start up Order 1. Component/Server Start up NICE TDM/VoIP Logger NOTE: In Total Recording environments, the Logger starts recording after you have started up the NICE Interactions Center. 2. Start up NICE Database Server NOTE: If the Data Mart Server is installed on the Database Server, you must start it up now instead of in step 9. 3. 4. 5. 6. Start up NICE Applications Server Start up NICE Interactions Center Start up NiceScreen Logger Start up NICE Storage Center
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Table 2-8: Order for Starting Up NICE Perform Components (Continued) (Sheet 2 of 2) Start up Order 7. Component/Server In NICE Perform 3.1, start up NICE ScreenSense Server In NICE Perform 3.2, start up NICE Screen Content Analysis In NICE Perform 3.5, start up Process Optimization Server 8. 9. 10. 11. Start up NICE Telephony Services Start up NICE Reporter/Data Mart Server. Start up NICE Backup Server/Media Library. In NICE Perform 3.1, start up NICE Audio Analysis Server. In NICE Perform 3.2 and 3.5, start up NICE Content Analysis Server 12. 13. 14. In NICE Perform 3.5, start up NICE Text Analysis Server Start up NICE Sentinel Log in to Client Workstations. NOTE: No startup is required. If the workstation is already up, simply log in to NICE Perform. 15. Start up NICE ScreenAgent. NOTE: If the workstation running the NICE ScreenAgent is already up, restart the machine. 16. In NICE Perform 3.1, start up NICE ScreenSense Agent In NICE Perform 3.2, start up NICE Screen Content Analysis Agent In NICE Perform 3.5, start up Process Optimization Client NOTE: If the workstation running this agent is already up, restart the machine.
NOTE: In Total Recording environments, the Logger starts recording after you have started up the NICE Interactions Center.
Verifying that Component/Server Services are Running

After starting up the NICE Perform system, it is recommended to verify that the services on all components and servers are running properly.
NOTE: The verification procedures described below pertain only to NICE Systems components and software. Malfunctions or system failures may also be caused by the operating system or by other applications installed at your site.
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To verify that NICE services are running: 1. According to the component/server you are verifying, open the Windows Services window or the NICE Services Configuration Manager and verify that all NICE services are
running.
a.
To open Windows Services; click Start, point to Settings, and then click Control Panel. Double-click Administrative Tools, and then double-click Services.
b. To open the NICE Services Configuration Manager, using Windows Explorer, navigate to Program Files/Nice Systems/Applications/Tools/Nice Services Configuration. Double-click Nice Services Configuration Manager.exe. 2. Open the Event Viewer: click Start, point to Settings, and then click Control Panel. Double-click Administrative Tools, and then double-click Event Viewer. 3. Verify that there are no error messages.
Verifying NICE Systems Components

Use the following procedures to verify that all system components are functioning properly:
Verify recording/playback:
Using Record On Demand (ROD), record several interactions. Record several interactions using rules. Run a query to find the recordings and play them back.
Verify Archiving: In the Business Analyzer, run a query to find interactions that have been archived. Run a second query to find interactions that are currently being archived.
Figure 2-4 Interactions That Are Currently Being Archived
Play back an archived recording..

TIP: To verify the playback of an interaction archived in Storage Center, do the following:
Change the Locate Order in System Administrator to play back from Storage Center. Play back the interaction.
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Frequency: Performed by: Purpose: When needed Customer To quickly collect required information from NICE Perform servers and workstations using the Log Collector. The collected information is presented in report format so it can be sent for analysis when reporting a problem to NICE support.
Each NICE Perform server and application contains vast amounts of information that is used when troubleshooting a system. The Log Collector is an easy-to-use utility that gathers the information from all your NICE Perform servers and local workstation, and compiles it in report format for easy transfer for analysis. For detailed information on how to use the Log Collector, see the Log Collector Guide .
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Configuring Windows Network Time Protocol

Frequency: Performed by: Purpose: Weekly Customer To configure the Windows Network Time Protocol (NTP) on NICE Perform servers.
Microsoft Windows 2003 provides the W32Time service. This service synchronizes a group of computers running Microsoft Windows 2003 to the same time, where one computer is defined as the Source Machine (Master) and the others are defined as the Client Machines (Slaves). In the following procedure, one server is set as the Master NTP Server, where this server determines the date and time for the other servers. The procedure consists of two main steps:
1. Configuring the Windows Time Service on the Source Machine (Master) on page 72 2. Configuring the Windows Time Service on Client Machines (Slaves) on page 73
Configuring the Windows Time Service on the Source Machine (Master)

When configuring the Windows Time Service on the Source Machine (the Master NTP Server), you can configure a PDC Emulator server, or any other computer in the network, as the Master NTP server.
To configure a PDC Emulator server as the Master NTP server: 1. On the PDC Emulator server, click Start > Run. In the Run window, enter regedit and click OK. The Registry Editor appears. 2. Locate and select the following registry sub-key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W32Time 3. In the Config folder, right-click the AnnounceFlags key, and then click Modify. The Edit DWORD Value window appears. 4. In Value data, enter A and click OK. 5. In the Parameters folder, right-click Type and the click Modify. The Edit DWORD Value
window appears.
6. In Value data, enter NT5DS.
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7. In the TimeProviders folder, select the NtpServer folder, right-click Enabled and then click Modify. The Edit DWORD Value window appears. 8. In Value data, enter 1. 9. Close the Registry Editor. 10. Restart the Windows time service: a.
At the command prompt, enter net stop w32time && net start w32time
b. On the keyboard, press <ENTER>.
To configure another machine in the network as the Master NTP server: 1. On the selected computer, click Start > Run. In the Run window, enter regedit and click OK. The Registry Editor appears. 2. Locate and select the following registry sub-key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W32Time 3. In the Config folder, right-click the AnnounceFlags key, and then click Modify. The Edit DWORD Value window appears. In Value data, enter 5 and click OK. 4. In the Parameters folder, check if NtpServer exists. If not, create as follows: a.
In the right pane, right-click and select New>String value. In Value data, enter NtpServer and click OK.
5. Right-click NtpServer and click Modify. In Value data, type the local server name or IP address, and then click OK. 6. In the Parameters folder, right-click Type and click Modify. In Value data, enter NTP, and then click OK. 7. In the TimeProviders folder, select the NtpServer folder, right-click Enabled and then click Modify. In Value data, enter 1 and click OK. 8. Close the Registry Editor. 9. Restart the Windows time service: a.
Configuring the Windows Time Service on Client Machines (Slaves)

Perform the following procedure on all NICE servers, except the one designated as the Master NTP server.
TIP: On client machines, the parameters of the Windows Time Service can be fine-tuned. See Fine-tuning the Windows Time Service on Client Machines (Slaves) on page 74.
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To configure the Windows Time Service on client servers (slaves): 1. On the selected computer, click Start > Run. In the Run window, enter regedit and click OK. The Registry Editor appears. 2. Locate and select the following registry sub-key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W32Time 3. In the Config folder, right-click AnnounceFlags, and then click Modify. In Value data, enter 0 and click OK. 4. In the Parameters folder, check if NtpServer exists. If not, create as follows: a.
In the right pane, right-click and select New>String value. In Value data, enter NtpServer and click OK.
5. Right-click NtpServer and click Modify. In Value data, enter the server name or IP address of the Master NTP server, and then click OK. 6. In the Parameters folder, right-click Type and click Modify. In Value data, enter NTP, and then click OK. 7. In the TimeProviders folder, select the NtpServer folder, right-click Enabled and then click Modify. In Value data, enter 1 and click OK. 8. Close the Registry Editor. 9. Restart the Windows time service: a.
Fine-tuning the Windows Time Service on Client Machines (Slaves)

It is possible to configure the way the computer synchronizes date and time with the designated Master NTP server.
To configure options in the W32Time service: 1. In the Registry Editor, locate: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W32Time\Config
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2. Configure the following keys as needed:
Key MaxAllowedPhaseOffset
Description This entry specifies the maximum offset (in seconds) for which the w32Time service attempts to adjust the computer clock by using the clock rate. When the offset exceeds this rate, w32Time sets the computer clock directly. The default value for domain members is 300. If you do not configure this entry to a smaller value, it will take your server a long time to update the correct time. For example: A 14 second delay will take more than half an hour to be corrected instead of correcting immediately.
MaxPosPhaseCorrection
This entry specifies the largest positive time correction in seconds that the service makes. If the service determines that a change larger than this is required, it logs an event instead. Special case: 0xFFFFFFFF means always make time correction. The default value for domain members is 0xFFFFFFFF. If you do not want your server to correct the time if the difference between the servers is more than x seconds, then click Modify and enter the number of seconds. NICE recommends using a 2 second value.
MaxNegPhaseCorrection
This entry specifies the largest negative time correction in seconds that the service makes. If the service determines that a change larger than this is required, it logs an event instead. Special case: 0xFFFFFFFF means always make time correction. The default value for domain members is 0xFFFFFFFF. If you do not want your server to correct the time delay if the difference between the servers is more than x seconds, then click Modify and enter the number of seconds. NICE recommends using a 2-second value.
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Making Adjustments for Daylight Savings Time

Frequency: Performed by: Purpose: As needed Customer To make adjustments for Daylight Savings Time (DST) in the NICE Perform system.
The NICE Perform system works in Coordinated Universal Time (UTC) and not Local Time. New Loggers are set according to UTC as well, which allows the use of automatic DST. However, the Backup Manager does not support UTC conversion. Therefore the time stamps attached to calls will still appear with time offsets (for example, for GMT+9 you see 1:00 P.M., instead of 10:00 P.M.). Using Backup Manager to retrieve calls and using the Find Audio Business Analyzer feature will require using adjusted times (for example, for GMT+9, you must use 1:00 P.M. instead of 10:00 P.M.). Using a Media Library partially solves this issue, because the retrieval wizard points the users to the correct call times in the tapes. Using the Find Audio feature in Business Analyzer still requires using adjusted times (for example, for GMT+9, you need to use 1:00 P.M., instead of 10:00 P.M.). Another, less recommended solution is using the procedures described in TN0810 Resolving UTC-GMT Time Zone Inconsistency for VoIP Loggers 9.12 in 8.9 Environment, to configure the local Operating System time clock to match the Local Time. For example, in Japan you need to set the Operating System clock 9 hours forward (instead of 12:00 A.M. in GMT+9, you need to define 9:00 A.M. in GMT+9).
NOTE:
This solution requires that NTP synchronization of the Operating System clock be disabled (to keep the time shift constant). However, NTP synchronization of the Operating System clock is required in N+1 Logger chains. This solution does not support automatic DST (for countries that implement DST changes), which means a manual procedure is required when Daylight Saving Time (DST) changes occur. See TN0658 - Adjusting for Daylight Saving Time in NICE Perform. Searches for interactions in the Business Analyzer should be performed according to Complete Start/Stop Time and not according to Recording Start/Stop Time (which will appear with a time shift).
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Table 2-9 lists all the approved configurations for handling time in NICE 3.x systems. This table also summarizes the behavior of different components in each configuration.
Table 2-9: Approved Configurations for Handling Time in NICE 3.x Systems Configuration System Type System Time Configuration NiceLog Time Configuration OS Time Automatic DST Support NTP Support Backup Manager Media Library Channels Mode Business Analyzer, Find Audio Option Recommendation NICE Perform Consistent UTC Time NICE Perform UTC UTC Local Time Supported Yes Uses Local Time Synchronized Uses Local Time Recommended NICE Perform Shifted Local Time NICE Perform UTC UTC Shifted to match UTC time None No Synchronized Synchronized Synchronized Less Recommended
The list of Microsoft DST patches certified by NICE Systems can be found in the Third Party Technical Guidelines on ExtraNICE:
http://www.extranice.com/
In order to download and install the patch - use the Microsoft site: http://support.microsoft.com/gp/dst_hottopics
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Verifying the Latest Version of NICE Perform Software

Frequency: Performed by: Purpose: Monthly Customer To be able to supply up-to-date system information when contacting NICE Customer Support.
If you have a problem in the system that you cannot solve yourself, then your next step is to contact NICE Customer Support. Providing the most detailed information possible about the problem and your system is of utmost importance in ensuring a quick and effective resolution. This section provides instructions for getting relevant system information that you can send to NICE Customer Support when opening a case.
Getting System Summary Information

The Summary Page in the System Administrator provides up-to-date information about the systems current resources, including the current version of all installed components, encompassing the entire organization. In an organization with Multi Data Hubs, all of the Data Hubs are summarized together. In the Summary Page, you can view this information, refresh it, print it, and save it to a file. This can then be used to provide an up-to-date snapshot of system resources when contacting NICE Customer Support. The following information can be seen on the Summary Page:
The location of each component - on which server each component is installed The current version and Update Pack of each component Each machine in your environment, and which components are installed on each machine The number of Data Hubs The number of defined System Users and Agents The last successful update of system components A list of purchased licenses Additional information for specific components, such as the last recording time for a Logger
IMPORTANT The Summary Page is automatically updated at regular intervals. However, changes that are made in the system configuration between these intervals, such as adding a new component or installing an update, are not automatically reflected in the Summary Page. If there have been recent changes, refresh the Summary Page to ensure that they can be seen. See Refreshing the Summary Page on page 79.
Viewing the Summary Page

To view the Summary Page: 1. In the System Administrator, in the Organization tree, select Organization. The Summary Page appears in the right pane. 2. When viewing the Summary Page for the first time, click Refresh All to populate the page.
This may take several minutes while the system gathers information from each component for the first time.
Refreshing the Summary Page

You can refresh the display of all the components in NICE Perform at the same time, or refresh specific components after updates.
To refresh the Summary Page: 1. In the System Administrator, in the Organization tree, select Organization. The Summary Page appears in the right pane. 2. To refresh all components on the Summary Page, click Refresh All. -or-
To refresh a single component, right-click the component and select Refresh. In the Last Successful Update column, the date and time are updated to indicate the last time each component was successfully refreshed.
3. If the details of one or more of the components are not refreshed, the Incomplete Data error
message appears.
Figure 2-5 Incomplete Data Error Message
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When this occurs, check the date in the Last Successful Update column to see which components did not refresh. For each component, verify the following:
DCOM and WMI permissions were set properly on the components machine. The component is accessible.
Saving the Summary Page Information to a File

The Summary Page information can be exported to a file in .csv format. This file can be opened in Microsoft Excel for convenient viewing. Send the file to NICE Customer Support to provide current system information in case of a problem.
To save the Summary Page information to a file: 1. On the Summary Page toolbar, click the Save Results to File button. The Save As
window appears.
2. Navigate to the location where you want to save the file. 3. In File Name, give the file a meaningful name. 4. Click Save.
Generating a Site Information Collector (SIC) Report

The SIC is a Log Collector plug-in that collects detailed useful site data. This report consists of static information which describes the sites configuration and its components, such as update packs, component versions, serial keys, and more. It also collects essential dynamic information such as the monthly call count. The SIC report can be generated for both NICE Perform servers and client workstations. The report is presented in an Excel workbook with a designated sheet for each site. This output is useful for case resolution. For more information about generating a SIC report, see the Log Collector Guide, Collecting Information Using the Log Collector.
Installing Update Packs

Periodically, for each release of NICE Perform, NICE publishes an Update Pack for that release. Each Update in the Update Pack provides enhancements and/or fixes to an existing problem in NICE Perform. The Update can be to any NICE Perform component, such as the Interactions Center, CTI Integrations, or Applications; or to applications installed on client workstations (such as NICE Player, etc.). Each Update Pack is accompanied by an Update Pack Notes document that contains a description of each update. These descriptions provide the user with information regarding which issues have been resolved and which capabilities have been added and,/or enhanced. The Update Note provides a customer Service Request (SR) number, if applicable; as well as details of the update itself including the symptom, cause and resolution of each resolved issue and a description of each enhancement.
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Instructions for installing the update pack are included in the Update Pack Notes. For more information, see the Update Pack Notes for the relevant update pack you want to install. These are available on ExtraNICE.
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3
Adding/Removing/Mapping Agents and Extensions
As your Organization changes and grows, your Agent database will change. Several new scenarios present themselves, according to your recording type and environment. The workflows in this section serve as guidelines for maintaining recording operations. For complete procedures, see one or more of the following guides:
Users Administrator Guide System Administrators Guide Channel Mapping Guide Import and Export Utility Guide Installation Guide
IMPORTANT Before performing any procedure that requires stopping all services or downtime of a major NICE Perform component (such as the Database Server or the Applications Server), first stop all NICE Sentinel services for that period of time. If not, NICE Sentinel will send alarms while the server or servers are down. After the procedure has been completed and the components/services are running again, restart the NICE Sentinel services. Before stopping or restarting a single system component, such as a Logger; in NICE Sentinel, disable management of the server for the duration of the maintenance procedure. When finished, re-enable management of the server in NICE Sentinel. For more information about starting and stopping NICE services, and disabling/enabling management of a server in NICE Sentinel, see Stopping NICE Services on page 65. For a list of NICE Sentinel services, see Appendix A: NICE Perform Services on page 183.
Chapter 3: Adding/Removing/Mapping Agents and Extensions NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
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Contents
Recording Flow Overview..............................................................................................85 When Will Recording or Reporting be Interrupted and for How Long? .................... 86 When Will Recording or Reporting be Interrupted? ................................................... 86 For How Long Will Recording or Reporting be Interrupted? ...................................... 86 How to Avoid Interruption During Peak Hours ........................................................... 86 What Happens to an Interaction During Interruption?................................................ 87 Environments that May Require Restarting your System........................................... 89 Avaya DMCC Integrations.......................................................................................... 89 NEC Integrations........................................................................................................ 89 Nortel Integrations...................................................................................................... 89 Passive VoIP Recording with IP Mappers.................................................................. 90 SIP/Skinny Decoder Integrations ............................................................................... 90 VOX Environments..................................................................................................... 90 Adding Agents or System Users................................................................................... 91 Adding and Mapping Extensions (Devices to a CTI Integration) ............................... 93 Free Seating: CTI Integration and Channel Mapping................................................. 96 Fixed Seating: CTI Integration and Channel Mapping ............................................... 97 Working with a Cisco Integration................................................................................ 98 Adding a Device to a Shared Line ....................................................................... 98 Adding a Line to a Device with Multiple Line Appearance................................... 99 Adding a New Physical Phone to be used for Extension Mobility......................100 Adding a New Recordable User for Extension Mobility .....................................101 Removing Agents or System Users............................................................................103 Removing Extensions (Devices from a CTI Integration)...........................................104 Verifying Voice Recording Coverage ..........................................................................108
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Recording Flow Overview
Recording Flow Overview

In order to ensure that an agent is being recorded, several NICE Perform components are involved:
1. The agent must be defined as such in the NICE Perform system. This is done in the User
Administrator.
2. Rules must be defined to initiate recording. This is done in the Rules Manager. 3. NICE Perform must have an interface with the telephony system used in the organization and
must be able to process the messages that arrive from the telephony system. This is done by the CTI Driver and is defined in the CTI Integrations branch of the System Administrator.
4. The channel over which the agent is recorded must be defined. This is done in the Channel
Mapping branch of the System Administrator. Although the steps above are part of a logical flow, they are all defined in different components in the NICE Perform system. The purpose of this section is to bring together these procedures in a single place, and to streamline the complete process of setting up a recorded user in NICE Perform from end-to-end.
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When Will Recording or Reporting be Interrupted and for How Long?

When Will Recording or Reporting be Interrupted?
Recording will be interrupted when changes are made to the Channel Mapping configuration (adding, removing, or modifying mapping definitions), at the point when you click Update Configuration. See What Happens to an Interaction During Interruption? on page 87. In some cases, you must restart the NICE Integration Dispatch Service. When you restart, all interactions are stopped on all channels. These cases are outlined in Environments that May Require Restarting your System on page 89.
For How Long Will Recording or Reporting be Interrupted?
Apply: To integrate changes made in the CTI Integration branch of the System Administrator, you must click Apply. This interrupts reporting of CTI events as outlined in What Happens to an Interaction During Interruption? on page 87, and according to the following calculation:
CTI Events Interruption = 30 seconds + (2 seconds * number of devices modified)

NOTE: If you restart the NICE Integration Dispatch Service, you do not need to click Apply. EXAMPLE:
Calculated interruption time for CTI events: Your site is configured with 5000 devices. You add an additional 100 devices. Apply will take up to 230 seconds. (30 + 2*100)
Update Configuration : To integrate changes made in the Channel Mapping branch of the System Administrator, you must click Update Configuration . This interrupts recording as outlined in What Happens to an Interaction During Interruption? on page 87, and as follows:
Recording Interruption = Up to 10 minutes
How to Avoid Interruption During Peak Hours

In all scenarios, you can make the changes to the definitions in the System Administrator application and Save them without interrupting recording, then complete the process at off-hours. Save does not interrupt recording. Recording is only interrupted when you click Update Configuration.
EXAMPLE:
Recording traffic is at its peak between 8 a.m. and 6 p.m. This is also the ideal time for your manager to make changes to the system. Let the manager make all necessary changes in the System Administrator, and click Save. Do not click Update Configuration, even if prompted to do so. On the graveyard shift, at 1 a.m. the night manager can open the System Administrator and simply click Update Configuration.
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NOTE: Restarting the NICE Integration Dispatch Service has the same affect as clicking Apply. It does not do what Update Configuration does; you must click Update Configuration even after a restart.
What Happens to an Interaction During Interruption?

There are two parts to an interaction. They are:
What is Reported - CTI events are sent from the CTI Integration to the Interactions Center.
This is the Reported part of an interaction. The CTI events report to the Interactions Center that an interaction occurred. The reported part of an interaction is information such as start time, end time, length, direction, participants, etc. It is not the voice content of the interaction. This information is used for reporting purposed and for tracing interactions. Reported events are interrupted when you click Apply in the CTI Integrations branch of the System Administrator.
What is Recorded - The Logger records the contents of the interaction. This is the Recording part of the interaction. It is the actual conversation between the participants and can be played back. Recording is interrupted when you click Update Configuration in the Channel Mapping branch of the System Administrator. EXAMPLE:
Interaction that is reported, but not recorded: An interaction begins at 10:00 and ends at 10:05. At 10:01, recording is interrupted due to the Update Configuration button. The interaction will appear as a 5 minute segment, with only the first minute recorded.
What Happens When You Modify CTI Integrations?

To integrate changes made in the CTI Integrations branch of the System Administrator, you must click Apply. This interrupts reporting of CTI events as follows:
Devices that are not being changed, are not affected. New Devices being added will not be reported, and therefore not recorded until the interruption is completed.
Note: If a large number of devices are being added at one time, some of them can start reporting before the interruption is completed.
Open interactions on devices being removed may or may not continue to be reported, according the individual integration.
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What Happens When You Modify Channel Mapping?

In the examples below, Source refers to both extension number and UDI. To integrate changes made in the Channel Mapping branch of the System Administrator, you must click Update Configuration. This interrupts recording for up to 10 minutes as follows:
Static Channel Mapping - only the channels changed will be affected. The remaining channels will continue to record. EXAMPLE:
Interrupted Static mapping: The following sources all have open interactions being recorded as follows:
Source 1 is mapped to Channel 1 Source 2 is mapped to Channel 2 Source 3 is mapped to Channel 3
If Source 2 is detached from Channel 2, when Update Configuration is clicked, only the recording on Source 2 is interrupted. Sources 1 and 3 continue to record.
In a Total Recording environment (Static Channel Mapping only), the TRS will insert the missing recordings with a five hour delay.
EXAMPLE:
TRS inserting recordings: Recording is interrupted at 8 p.m. At 8 p.m. the TRS is inserting interactions from 3 p.m. The TRS will continue to insert interactions until all recordings made until 8 p.m. are inserted. This will occur at 1 a.m. the following morning.
Dynamic Channel Mapping - recording on all sources in the same Sources Pool is
interrupted.
EXAMPLE:
Interrupted Dynamic mapping: Source 1, 2, and 3 are all in the same Sources Pool and have open interactions. You do the following:
a. Detach the Sources Pool from its Channels Pool. b. Delete source 2 from the Sources Pool. c. Reattach the Sources Pool to the Channels Pool. d. Click Update Configuration.
What happens: Recording on sources 1, 2, and 3 is interrupted.

NOTE: The portion of the interaction that was recorded can be played back. However, the audio icon in the Business Analyzer will not appear.
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Environments that May Require Restarting your System
The following environments may require that the NICE Integration Dispatch Service be restarted. Refer to the guidelines below and to the relevant Installation Guide for details.
IMPORTANT When you restart the NICE Integration Dispatch Service, all interactions are closed and recording stops on all channels.
Adding/modifying/deleting an Agent does not require restarting your system. Restart is required in some cases when extensions are added or removed. The following environments require restart in specific scenarios. Consult the individual Installation Guides for details.
Avaya DMCC Integrations on page 89 NEC Integrations on page 89 Nortel Integrations on page 89 Passive VoIP Recording with IP Mappers on page 90 SIP/Skinny Decoder Integrations on page 90 VOX Environments on page 90
Avaya DMCC Integrations

If you need to add Virtual Extensions, the NICE Integration Dispatch Service must be restarted. See Changing the Number of Virtual Extensions for an Existing Site in the Integration with Avaya DMCC Guide.
NEC Integrations
When Device mapping is used, both Positions, and Extensions must be defined. The NICE Integration Dispatch Service must be restarted. NEC Integrations also require trunk monitoring. This does not require restarting. For details, see the relevant Installation Guide.
Nortel Integrations
When Device mapping is used, both Positions, and Extensions must be defined. The NICE Integration Dispatch Service must be restarted. For details, see the relevant Installation Guide.
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Passive VoIP Recording with IP Mappers

In Passive VoIP environments that use IP Mappers, the extensions IP address must be reported by the IP Mapper. If a new IP address is added following a new extension, the NICE Integration Dispatch Service must be restarted. The following Passive VoIP environments may use IP Mappers:
Aastra (Ericsson) Avaya NEC Nortel Siemens HiPath Siemens Open Scape
For details, see the relevant Installation Guide.
SIP/Skinny Decoder Integrations

When adding a new Device, the new Device ID must be defined in the Interception IP Range of the Device definition. In SIP/Skinny Decoder integrations, Interception IP Ranges generally represent the IP addresses that the PABX or Gateway phones communicate with. If the new extension is not part of an existing Interception IP Range, add it and restart the NICE Integration Dispatch Service. In most cases you do not need to make any changes if you are adding new phone.
See Configuring a New CTI Connection in the Integration with CUCM/CUCME using SIP Decoder Guide.
VOX Environments
When adding a new Device to a VOX environment, the NICE Integration Dispatch Service must be restarted .
Chapter 3: Adding/Removing/Mapping Agents and Extensions NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 90
Adding Agents or System Users

Frequency: Performed by: Purpose: Applicable to version(s): As Needed Customer To ensure the smooth addition or modification of a user (Agent and/or System User) in the NICE Perform system.
A user is added to the system as an agent or system user or both. Users may include any of the following types:
Agent: A user whose interactions are being recorded. System User: Team Leaders, Supervisors, Managers and other personnel who use NICE Perform applications. This also includes maintenance personnel. NOTE: A single user can be defined as both an Agent and a System User, as necessary. Agents who will need to view their own evaluations must also be defined as System Users to provide them with access to the NICE Perform system. System Users whose interactions must be recorded must also be defined as an Agent. Table 3-1: Adding Agents or System Users
What to do Where/How to do it Notes Impact on Recording
1. Add the User as an Agent
Users Administrator -orImport Utility Rules Manager
None
2. Adjust Rules as needed
If the new user belongs to an None existing group that is being recorded, changes are not required. If the new user belongs to a new group, add the group to rules where required. If the new user belongs to an existing group that is not currently being recorded, you can record the users group, however, the entire group will be recorded.
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Table 3-1: Adding Agents or System Users (Continued)

3. WAIT
Can take up to 15 minutes for None the Users and Rules to be updated.
4. Continue with Adding and Mapping Extensions (Devices to a CTI Integration) on page 93
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Adding and Mapping Extensions (Devices to a CTI Integration)

Frequency: Performed by: Purpose: As needed Customer To ensure the smooth addition or modification of a device through which an agent is recorded (such as a telephone) in the NICE Perform system, thereby ensuring that the recording flow operates correctly.
In a Cisco environment, see Working with a Cisco Integration on page 98.

BEST PRACTICES:
If you have Channel Mapping changes, do not click Apply in the CTI Integration until after updating the Channel Mapping changes. This will ensure that all reported interactions are also recorded. In Channel Mapping, Update Configuration interrupts recording. If this is not convenient at this time, you can click Save to save the changes and click Update Configuration at a more convenient time. Restarting your system or the NICE Interactions Center will accomplish what the Apply button in the CTI Integration does. Restart will not accomplish what the Update Configuration button in Channel Mapping does.
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Table 3-2: Adding and Mapping Extensions or Devices in a CTI Integration

1. Configure the CTI Integration
System Administrator CTI Integrations
BEST PRACTICE: Save your changes. Do not click Apply until after completing Channel Mapping changes.
When you click Save - no impact.
When you click Apply, to activate Why? When you click Apply, changes - see Step 4 below. CTI events will be reported. Since the new extension is not yet mapped, interactions will be reported and not recorded. Refer to one of the following:
Free Seating: CTI Integration and Channel Mapping on page 96 Fixed Seating: CTI Integration and Channel Mapping on page 97 When you click Save - no impact.
2. Configure System Channel Mapping Administrator Channel Mapping
TIP: When you click Update Configuration, recording will be interrupted. If necessary, you can Save your changes and click Update Configuration at a more convenient time.
When you click Update Configuration Recording is interrupted. See Restarting your system or the Step 3 below. NICE Interactions Center does not update the configuration. You must click Update Configuration manually. Refer to one of the following:
Free Seating: CTI Integration and Channel Mapping on page 96 Fixed Seating: CTI Integration and Channel Mapping on page 97
TDM and Passive VoIP sources can be imported.
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Table 3-2: Adding and Mapping Extensions or Devices in a CTI Integration (Continued)
3. Update Channel Mapping Configuration
System Administrator Channel Mapping
Restarting your system or the Yes. Interrupts recording for up to NICE Interactions Center 10 minutes. does not update the configuration.
4. Apply CTI Integration
Varies. In most environments, does not impact recording.
To determine how long this process will take, see For How Long Will Recording or See Environments Reporting be Interrupted? that May Require Restarting your on page 86. System If the NICE Integration on page 89. Dispatch Service is restarted, you do not need to click Apply.
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Free Seating: CTI Integration and Channel Mapping

Use the following chart as a guide for CTI Integration and Channel Mapping configuration.
Table 3-3: Free Seating (Each Agent has one or more unique Agent IDs)
Scenario Recording Type CTI Integration Channel Mapping
VoIP Adding a new agent who will log TDM Trunk into an existing TDM extension Extension
n/a If the Agent ID belongs to a new Existing extensions were already ACD and the mapped for recording. Integration requires that the ACD be monitored, then define the new ACD and add it to the Monitored Devices list. Add the new extension as a Device and as a Monitored Device. Do one of the following:
VoIP Adding a new agent who will log into a new extension -orAdding new extensions without adding new agents
Device (extensions) - Define a new device source and attach it to a Channel (static mapping) or to a Channels Pool (dynamic mapping). Gateway Based - If the new extensions CTI events are routed from a gateway that is not mapped, then define a new gateway source and map it to a Channels Pool. Switch (dynamic mapping only) - If the new extension is defined on a switch that is not mapped, then map the new switch to a Channels Pool.
TDM Trunk
Add the new extension as a Device and as a Monitored Device.
If the extension is reported on a new trunk that is not mapped, define Channel Mapping, create a new trunk source and attach it to the appropriate channels (static mapping) or channels pool (dynamic mapping). Define the new extension as a source, then map it to a channel.
TDM Extension
Add the new extension as a Device and as a Monitored Device.
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Fixed Seating: CTI Integration and Channel Mapping

Use the following chart as a guide for CTI Integration and Channel Mapping configuration.
Table 3-4: Fixed Seating (Each Agent has one or more unique Extensions)
Scenario Recording Type CTI Integration Channel Mapping
VoIP Adding a new agent who will use TDM Trunk an existing TDM extension Extension Adding a new Agent with a new extension VoIP
n/a
n/a
Add the new extension as a Device and as a Monitored Device. Note: In Passive VoIP environments that use IP Mappers, the extensions IP must be reported by the Mapper and require a restart. For details, refer to the relevant Integration Guide.
Do one of the following:
Device (extensions) - Define a new device source and attach it to a Channel (static mapping) or to a Channels Pool (dynamic mapping). Gateway Based - if the new extensions CTI events are routed from a gateway that is not mapped, then define a new gateway source and map it to a Channels Pool. Switch (applicable for dynamic mapping only) - if the new extension is defined on a switch that is not mapped, then map the new switch to a Channels Pool.
Note: In Cisco environments, refer to the relevant Integration Guide for additional Channel Mapping details. TDM Trunk Define new extension as device and monitored device If the extension is reported on a new trunk that is not mapped, then create a new trunk source and attach it to the appropriate channels (static mapping) or channels pool (dynamic mapping).
TDM Extension
Define the new extension as a source, Define new extension as device then map it to a channel. and monitored device
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Working with a Cisco Integration

Cisco integrations have many optional features, such as Extension Mobility, Shared Lines, and Multiple Line Appearance. These require mapping by UDI. A UDI is formed from the string SEP + the MAC address. Example: SEP3000 To add a device in a Cisco environment, use the following guidelines:
Adding a Device to a Shared Line on page 98 Adding a Line to a Device with Multiple Line Appearance on page 99 Adding a New Physical Phone to be used for Extension Mobility on page 100 Adding a New Recordable User for Extension Mobility on page 101
To remove a device, see Removing Extensions (Devices from a CTI Integration) on page 104. For details, consult the relevant Cisco Installation Guide. Most Cisco mapping procedures do not require restarting your system.
Adding a Device to a Shared Line

A Shared Line is a DN that appears on more than one device in the same partition. Incoming calls display on all devices that share a line, and anyone can answer the call. Multiple calls can take place at the same time, either on the same device or multiple devices.
Currently
Agent Anne uses extension 7000 on two physical phones - SEP0001 and SEP0002. Agent Anne is recorded on both SEP0001 and SEP0002.
What you want to do
You add a device, SEP0003, to extension 7000. You want to record Agent Anne on SEP0003.
Table 3-5: Adding a Device to a Shared Line
Application Currently What to do
Users Administrator CTI Integration
Extension 7000 is assigned to Agent Anne Extension 7000 is defined as a Monitored Device
No changes No changes
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Table 3-5: Adding a Device to a Shared Line (Continued)

Channel Mapping
SEP0001 and SEP0002 are mapped
Map SEP0003. Then click Save and Update Configuration. TIP: You can click Save now, and then click Update Configuration at a more appropriate time. To determine the impact on your system, see What Happens When You Modify Channel Mapping? on page 88. NOTE: Restarting the system is not required and will not update the configuration.
Adding a Line to a Device with Multiple Line Appearance

Each number displayed on the physical phone screen shows the DN associated with the device. This is the Line Appearance. It shows the linkage of a line to a device. Each device can have more than one line appearance, i.e. more than one DN associated with it. This is set up on the CUCM.
Currently
Extension 7000 and extension 8000 have a Multiple Line Appearance on the physical phone, SEP0003.
What you want to do
Add a new Line Appearance, extension 9000, to the physical phone, SEP0003.
Table 3-6: Adding a Line to a Device with Multiple Line Appearance
Users Administrator
Extension 7000 and extension 8000 Assign extension 9000 to an agent. are assigned to different agents See Adding Agents or System Users on page 91. This does not impact recording.
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Table 3-6: Adding a Line to a Device with Multiple Line Appearance (Continued)
CTI Integration
Extension 7000 and extension 8000 Add extension 9000 to the are defined as Monitored Devices Monitored Devices. Click Save and then click Apply. NOTE: If the NICE Integration Dispatch Service is restarted, you do not need to click Apply.
To determine how long this process will take, see For How Long Will Recording or Reporting be Interrupted? on page 86. TIP: You can click Save now, and then click Apply at a more appropriate time. Channel Mapping SEP0003 is mapped No changes
Adding a New Physical Phone to be used for Extension Mobility

Extension Mobility allows users to configure a device as their own, on a temporary basis, by logging into that phone. Currently
Agent Anne uses extension 7000 to log in to two different physical phones, SEP0001 and SEP0002.
What you want to do
Agent Anne to log in to a new physical phone, SEP0003, using extension 7000.
Table 3-7: Adding a New Physical Phone to be used for Extension Mobility
Users Administrator CTI Integration
Extension 7000 is assigned to Agent Anne Extension 7000 is defined as a Monitored Device
No changes No changes
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Table 3-7: Adding a New Physical Phone to be used for Extension Mobility (Continued)
Channel Mapping
SEP0001 and SEP0002 are mapped
Map SEP0003. Then click Save and Update Configuration. TIP: You can click Save now, and then click Update Configuration at a more appropriate time. To determine the impact on your system, see What Happens When You Modify Channel Mapping? on page 88. NOTE: Restarting the system is not required and will not update the configuration.
Adding a New Recordable User for Extension Mobility

Currently
Agent Anne uses extension 7000 to log in to two different physical phones, SEP0001 and SEP0002.
What you want to do
A new agent, Agent Tom, will use a new extension, extension 8000, to log in to the same two physical phones, SEP0001 and SEP0002.
Table 3-8: Adding a New Recordable User for Extension Mobility
Users Administrator
Extension 7000 is assigned to Agent Anne
Add Agent Tom and assign him extension 8000. See Adding Agents or System Users on page 91. This does not impact recording.
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Table 3-8: Adding a New Recordable User for Extension Mobility (Continued)
CTI Integration
Extension 7000 is defined as a Monitored Device
Add extension 8000 to the Monitored Devices. Click Save and then click Apply. NOTE: If the NICE Integration Dispatch Service is restarted, you do not need to click Apply.
To determine how long this process will take, see For How Long Will Recording or Reporting be Interrupted? on page 86. TIP: You can click Save now, and then click Apply at a more appropriate time. Channel Mapping SEP0001 and SEP0002 are mapped No changes
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Removing Agents or System Users
Removing Agents or System Users

Frequency: Performed by: Purpose: Applicable to version(s): As Needed Customer To ensure the smooth removal of a user (Agent and/or System User) in the NICE Perform system.
Use the following guidelines to remove an Agent or System User from the system.
EXAMPLE:
Agent Timothy is no longer employed by your organization.

Table 3-9: Removing Agents or System Users
What to do Where/How to do it Notes
1. Adjust Rules as needed
Rules Manager
If the user is defined in a rules filter, remove the user from the filter. Groups that the user belonged to can remain as filters since other users still belong to the group.
2. Remove the User Users Administrator -orImport Utility 3. WAIT It can take up to 15 minutes for the Users to be updated.
4. If you are assigning a different Agent to this Agents extension, continue with Adding Agents or System Users on page 91 and follow the scenario for Adding a new agent who will use an existing extension. -orIf you are also removing the Agents extension, continue with Removing Extensions (Devices from a CTI Integration) on page 104.
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Removing Extensions (Devices from a CTI Integration)

Frequency: Performed by: Purpose: As needed Customer To ensure the smooth removal of a device through which an agent is recorded (such as a telephone) in the NICE Perform system, thereby ensuring that the recording flow operates correctly.
Use the following guidelines to remove extensions that are no longer used for recording.
EXAMPLE:
Extension 1234 is being moved from the contact center to the employees lunch room.
Table 3-10: Removing/Unmapping Extensions/Devices in a CTI Integration
What to do Where How to Impact on Recording
1. Remove the CTI Integration Configuration
If you are reassigning the extension to a different agent, remove it only from the Monitored Device list. Do not remove it from the Available Devices list. -orTo remove the extension permanently, or to free the channel, remove it from the Available Devices list. BEST PRACTICE: Save your changes. Do not click Apply until after completing Channel Mapping changes.
None. Only click Save now. Click Apply in Step 4.
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Table 3-10: Removing/Unmapping Extensions/Devices in a CTI Integration (Continued)

2. Remove Channel System Administrator Mapping Channel Mapping Configuration: a. In a VoIP environment -or-
To be able to reassign the extension or UDI later, to a different agent, leave Channel Mapping as is. In a Static Mapping environment, this ties up the channel. If you are not reassigning the extension or UDI now, unmap it. -orTo remove the extension or UDI permanently:
Device (extension or UDI) - Detach the devices source from the channel (Static mapping) or remove the devices source from the Sources Pool (Dynamic mapping). Then delete the source for the device. Gateway Based - n/a. There are many extensions on the same gateway. Switch - n/a
b. In a TDM Trunk environment -orn/a
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c. In a TDM Extension environment
To be able to reassign the extension later, to a different agent, leave Channel Mapping as is. -orTo remove the extension or UDI permanently: Detach the devices source from the channel (Static mapping) or remove the devices source from the Sources Pool (Dynamic mapping). Then delete the source for the device. TIP: When you click Update Configuration, recording will be interrupted. If necessary, you can Save your changes and click Update Configuration at a more convenient time. Restarting your system or the NICE Interactions Center does not update the configuration. You must click Update Configuration manually. None. Only click Save now. Click Update Configuration in Step 3.
3. Update Channel Mapping Configuration
System Administrator Channel Mapping
Restarting your system or the Yes. Interrupts recording for up to NICE Interactions Center 10 minutes. does not update the configuration.
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4. Apply the CTI Integration
Varies. In most environments, does not impact recording.
To determine how long this process will take, see For How Long Will Recording or See Environments Reporting be Interrupted? that May Require Restarting your on page 86. System If the NICE Integration on page 89. Dispatch Service is restarted, you do not need to click Apply.
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Frequency: Performed by: Purpose: Applicable to version(s): Daily Customer To ensure that all calls that should be recorded according to system configuration are actually being recorded.
The Voice Recording Coverage Report provides information about voice recording interactions only. The Voice Recording Coverage Report includes the following:
Voice Recording Coverage Graph - compares the total number of interactions for the
specified groups of agents, with the number of interactions that were initiated for recording, and the number of interactions that were actually recorded. The trend is displayed along a predefined time frame.
Voice Recording Coverage Tables - compares the total number of interactions for the
specified groups of agents, with the number and percentage of interactions that were initiated for recording, and the number and percentage of interactions that were actually recorded. Values that equal or exceed expectations, appear in green. Values that are below expectations appear in red. The data is presented according to date. The following tables are provided:
Voice Recording Per Logger table - shows all the information displayed in the Voice
Recording Coverage table, presented according to Logger.

Voice Recording Per PABX table - shows all the information displayed in the Voice
Recording Coverage table, presented according to PABX (switch).

Voice Recording Coverage per Initiator Graph - indicates the number and percentage of recorded interactions according to the initiator of the recording.
For more information, see the Health Check Reports Guide.
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Figure 3-1
Voice Recording Coverage Report

From here, you page through the report
Report Parameters
Page 1 - Voice Recording Coverage Graph
Voice recording coverage status should be checked daily by analyzing the Voice Recording Coverage health check report, which can be viewed in the Reporter application.
See the Health Check Reports Guide for more information about how to analyze the relevant reports. See the Reporter User Guide for more information about how to view the reports.
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4
Archiving Maintenance
This chapter provides procedures and guidelines required for the effective maintenance of NICE Perform archiving functionality.
IMPORTANT
Before performing any procedure that requires stopping all services or downtime of a major NICE Perform component (such as the Database Server or the Applications Server), first stop all NICE Sentinel services for that period of time. If not, NICE Sentinel will send alarms while the server or servers are down. After the procedure has been completed and the components/services are running again, restart the NICE Sentinel services. Before stopping or restarting a single system component, such as a Logger; in NICE Sentinel, disable management of the server for the duration of the maintenance procedure. When finished, re-enable management of the server in NICE Sentinel. For more information about starting and stopping NICE services, and disabling/enabling management of a server in NICE Sentinel, see Stopping NICE Services on page 65. For a list of NICE Sentinel services, see Appendix A: NICE Perform Services on page 183.
Contents
Verifying Storage Center Archiving ............................................................................ 112 Verifying Space in a Storage Group............................................................................ 113 Verifying Storage Rules and Configuration ............................................................... 114 Adding a New Storage Unit to a Storage Group ........................................................ 115 Expanding the Size of a Storage Unit .........................................................................120 Calculating the Required Storage Size.......................................................................122
Chapter 4: Archiving Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
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Verifying Storage Center Archiving
Verifying Storage Center Archiving

Frequency: Performed by: Purpose: Applicable to version(s): Daily Customer To check that the Storage Center is archiving calls correctly.
The Storage Center Activity report is an advanced health check report that provides information about the archiving status of both voice and screen recordings over a predefined time frame. The report presents a main graph representing the overall picture of archived and unarchived calls as well as secondary tables representing more specific data including archiving status per Storage Center, per archiving rule and per Logger. The information displayed depends on the configuration of the available report parameters.
Figure 4-1 Storage Center Activity Report: Archived Calls Graph
Storage Center archiving status should be checked daily by analyzing the Storage Center Activity health check report, which can be viewed in the Reporter application. See the Storage Center Activity Report section of the Health Check Reports Guide for more information about how to analyze the relevant reports. See the Reporter User Guide for more information about how to view the reports.
Chapter 4: Archiving Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 112
Verifying Space in a Storage Group
Verifying Space in a Storage Group

Frequency: Performed by: Purpose: Applicable to version(s): Weekly Customer To check that there is enough space on the storage groups in the Storage Center.
In Health Check Reports, use the Total Storage Usage graph of the Archiving Backlog and Storage Usage report to monitor the current status of storage groups and to identify insufficient storage space. Since Storage Center archiving can fail when there is not enough storage space, the report alerts you when the storage space is almost full.
Figure 4-2 Archiving Backlog and Storage Usage Report: Total Storage Usage Graph
See the Archiving Backlog and Storage Usage section of the Health Check Report Guide for more information about how to analyze the relevant reports. See the Reporter User Guide for more information about how to view the reports.
NOTE: The report displays the status of file system disk space only. It does not display the status of ESM devices!
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Frequency:
Weekly As needed - after every change to a Storage Rule or Storage configuration (Storage Center, Storage Groups and Storage Units)
Performed by: Purpose: Applicable to version(s):
Customer To ensure that all storage related rules and configurations are correct.
In the Storage Center, many problems may arise from incorrect configuration of Storage Rules, Storage Groups and Storage Units. The Storage Rules Validator is an easy to use tool that runs a series of tests checking the configurations and definitions, and then produces a report that identifies critical errors and warning. For more information about running the Storage Rules Validator and analyzing the report it produces, see the Storage Rules Validator Guide.
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Frequency: Performed by: Purpose: As needed Customer To increase the available storage capacity of a storage group. This procedure can be used as a preventive action after having analyzed the Health Check Reports (HCR) Archiving Backlog Report and discovered a problem relating to insufficient disk space.
NICE Perform Release 3 Service Pack 3 NICE Perform Release 3 Service Pack 4 NICE Perform Release 3.1 NICE Perform Release 3.2 NICE Perform Release 3.5
After analyzing the HCR Archiving Backlog report, it may become necessary to increase the size of the Storage Center. The recommended way is to add a new storage unit to the existing Storage Group.
See the Archiving Backlog and Storage Usage Report section of the Health Check Reports Guide .
IMPORTANT Make sure that the logged in user performing this procedure has all the appropriate system access rights and permissions as well as the appropriate NICE Perform privileges relevant to all aspects of the procedure (for example, read/write access to all file system locations).
To add a new Storage Unit: 1. In the NICE Perform Accessories menu, click System Administrator. 2. Activate Technician Mode:
In NICE Perform Release 3 Service Pack 3 and NICE Perform Release 3 Service Pack 4: in the Organization tree, under User Mode, select Technician Mode. In NICE Perform Releases 3.1, 3.2 and 3.5: in Settings, click Technician Mode.
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3. In the Organization tree, select a storage group. Then, in the Actions menu, click New Storage Unit. The New Storage Unit Definition Wizard starts.
4. Click Next to continue to Step 2 of the wizard, Define the Storage Unit.
a.
In Storage Unit Name, enter a name for the new storage unit.
b. In Storage Unit Destination Path, locate and select a unique storage destination. Enter the full UNC (network) path (use double backward slashes \\). Do not use an absolute
path. For example: \\StorageArea\StorageUnit1.
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NOTE: The destination directory must be defined as shared with write permissions for the Storage Center user.
WARNING If your Storage Center environment includes an ESM, do not use the same destination path as defined in the Retrieve directory. This could lead to a loss of archived files! c.
Validate the destination path:
In NICE Perform Release 3 Service Pack 3 and NICE Perform Release 3 Service Pack 4, click Next. In NICE Perform Releases 3.1, 3.2 and 3.5, click destination path.
Figure 4-3 Validate Destination Path Panel
to validate the
NOTE: If you continue the wizard without validating the destination path, be sure to verify manually that the path format is valid, the drive destinations exist, and there is enough free space in the physical location to accommodate the archived files.
Enter the user name and password of the Storage Center service (this is the user name and password of the logged-in user who installed the Storage Center software) and click Validate. The system validates the destination path of the new Storage Unit. If the destination is valid, appears in green text.
If the path is invalid or inaccessible (such as in the case where the logged in user does not have the appropriate access rights and permissions to all the network locations), appears in red text and an error message appears specifying the error, as shown in the example below.
Figure 4-4 Validation Failure Error Message (from NICE Perform Release 3.5)
5. Click Next to continue to Step 3 of the wizard, Storage Unit Parameters.
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Figure 4-5
Storage Unit Parameters Window of the New Storage Unit Definition Wizard
Displays the available space in the storage destination. This appears only when the path has been successfully validated.
Define the attributes of the new storage unit:

a.
In Storage Unit Type, select Directory Per Day. The Multiple Directories option is not recommended and, as of NICE Perform Release 3.5, no longer available. the storage unit DOES NOT equal the maximum capacity of the destination. If the path you defined in step 4 is valid, one half the maximum capacity of the defined location appears automatically as the Storage Unit Total Size. You can modify this value if necessary. If you want help in defining the required size of the unit, click the link at the bottom of the window to go to the Expected Storage Size Calculator (see Calculating the Required Storage Size on page 122).
b. In Storage Unit Total Size, enter the total size of the unit in Gigabytes. The total size of
c.
In Storage Unit Threshold, define the maximum threshold for the storage unit as a percentage of the Storage Unit Total Size. When the unit reaches this threshold, interactions are deleted (unless the group retention period has not yet lapsed).
6. Click Next to continue to Step 4 of the wizard, Summary.
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Figure 4-6
Summary Window of the New Storage Unit Definition Wizard
7. Click Finish. The new unit appears under the appropriate Storage Group in the Organization
Tree.
Figure 4-7 Storage Group and Storage Unit in the Organization Tree
Storage Group Storage Unit
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Expanding the Size of a Storage Unit

Frequency: Performed by: Purpose: Applicable to version(s): As needed Customer To increase the available size of an existing Storage Unit.
To perform this procedure in NICE Perform Release 3, contact NICE Customer Support.
IMPORTANT The best way to add capacity to a Storage Group is to add a new Storage Unit. However, if you must increase the size of an existing Storage Unit, use the following procedure.
To increase the size of a storage unit: 1. In NICE Perform, start the System Administrator. 2. In Settings, click Technician Mode. 3. In the Organization tree, expand Master Site, then expand Storage Center Servers. Right-click the required Storage Unit and select Update Storage Unit. The Update Storage Definition Wizard appears. 4. Click Next until you reach the Storage Unit Parameters window. a.
In Storage Unit Total Size, change the size of the unit to the new total size required. If you want help in redefining the required size of the unit, click the link at the bottom of the window to go to the Expected Storage Size Calculator (see Calculating the Required Storage Size on page 122).
b. If necessary, update the Storage Unit Threshold. c.
Click Next.
5. In the Summary screen, click Finish. a.
The system updates the size of the Storage Unit and prompts you to restart the Storage Center. Click OK.
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Figure 4-8
Prompt to Restart the Storage Center
b. In case of failure, a message appears indicating that there is not enough space on the disk
for the new size of the Storage Unit.

Figure 4-9 Error Message
Make sure that the required storage space (the storage space originally defined plus the amount of space you want to add) is actually available on the disk by checking its properties in Microsoft Windows (take into account the space already used by the storage unit).
6. If there is sufficient disk space: a.
For NICE Perform Release 3.1, if version < 3.1.16: contact NICE Systems Customer Support to install Update Pack 3.1.16 or later as required, then repeat the procedure.
b. For NICE Perform Release 3.2, if version < 3.2.7: contact NICE Systems Customer Support to install Update Pack 3.2.7 or later as required, then repeat the procedure.
If version 3.1.16/3.2.7 or higher is already installed, and/or the problem persists, contact NICE Systems Customer Support.
NOTE: The issue that led to the problem was fixed in NICE Perform Release 3.5 and should no longer occur.
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Calculating the Required Storage Size
Calculating the Required Storage Size

The Expected Storage Size Calculator is a utility accessed from the New or Update Storage Unit Definition Wizard that helps you determine the required size of a Storage Unit. The resulting value is a guideline only; you are not required to use it when defining the size of the storage unit.
To calculate the required storage size: 1. In the New Storage Unit Definition wizard (when defining a new Storage Unit) or the Update Storage Definition wizard (when updating an existing Storage Unit), click Next until you reach the Storage Unit Parameters window. 2. Click the link at the bottom of the window to go to the Expected Storage Size Calculator.
3. At the top of the window, enter the retention value. The higher the retention value, the larger
the Storage Unit needs to be.

4. For each media type and/or compression type (for Voice media only), click Add to add a row
and define the expected number and average length of interactions per day.
5. The utility calculates the total storage size needed for archiving. In the Total Storage Size
field, the estimated storage size is displayed. Manipulate the retention value to see how it affects the required storage unit size.
6. Click Close to return to the Storage Unit Parameters window. 7. In Storage Unit Total Size, modify the storage size as needed.
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5
Loggers Maintenance
This chapter provides specific procedures required for the effective maintenance of NICE Loggers.
IMPORTANT
Contents
Logger Software Version Guidelines ..........................................................................124 Verifying the Oldest Token on a Logger .....................................................................125 N+1 Resiliency Procedures Overview ........................................................................126 Verifying the N+1 Resiliency Chain.............................................................................127 General Logger Hardware Maintenance .....................................................................132 Branch Exchange Logger (BXL) Hardware Maintenance .........................................136 High Density Logger (HDL) Hardware Maintenance..................................................139 High Density Logger Plus (HDL+) Hardware Maintenance.......................................144 Interaction Capture Unit (ICU) Hardware Maintenance .............................................147
Chapter 5: Loggers Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
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Logger Software Version Guidelines
Logger Software Version Guidelines

The following table summarizes the versions of Logger software that can be used with the various versions of NICE Perform.
Table 5-1: NICE Logger Versions Supported in NICE Perform NICE Perform Release 3 Service Pack 3 No No Yes Yes NICE Perform Release 3 Service Pack 4 Yes Yes Yes Yes NICE Perform Release 3.1 NICE Perform Release 3.2 NICE Perform Release 3.5
NICE Perform Versions Logger Versions
TDM Logger Version 9.06, Service Pack 5 TDM Logger Version 9.07 VoIP Logger Version 9.12 Service Pack 5 VoIP Logger Version 9.12 Service Pack 6
Yes Yes Yes Yes
Yes Yes No Yes
Yes Yes No Yes
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Verifying the Oldest Token on a Logger
Verifying the Oldest Token on a Logger

Frequency: Performed by: Purpose: Applicable to version(s): Weekly Customer To verify that unarchived data on a Logger is not being lost due to recycling of tokens on the logger.
Every Logger (TDM or VoIP) uses tokens, which hold the recorded voice data. By default, a VoIP Logger contains 4000 tokens. Depending on the number of channels on a Logger, new tokens are opened every time the machine is restarted - one token per channel. Once all the tokens on a Logger are used up, the machine starts recycling them, deleting whatever is on an existing token and using it for new data. This means that, after a number of restarts, the token mechanism begins deleting the data associated with the tokens in order to create new tokens. If those tokens have not been archived to the Storage Center or tape drive, then the audio may be lost.
EXAMPLE:
If there are 500 channels on a VoIP Logger, every time the Logger is restarted, 500 new tokens are opened, replacing the old tokens. After the machine has been restarted 8 times, all the tokens will have been used up and the system will begin recycling the old tokens, deleting any data on them. You can check the oldest token through NICE Sentinel. The oldest token contains the oldest data residing on the Logger.This information can be found as a metric named Oldest Token (Alarm ID 2038). This is displayed as an alarm only when a valid threshold (in number of days) is defined. For more information, see the NICE Sentinel User Guide .
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N+1 Resiliency Procedures Overview
N+1 Resiliency Procedures Overview

N+1 resiliency ensures continuous recording even in the event of a failure. This is achieved by configuring one redundant Logger for a chain (represented by N) of Loggers. During normal system operation, only the normal Loggers record. If one of the Loggers in the chain fails, the redundant Logger (called the spare Logger) takes over the normal Logger's operations.
WARNING If two or more Loggers in an N+1 chain fail simultaneously, the spare Voice Logger replaces the Voice Logger closest to it in the chain; the spare VoIP Logger replaces the first VoIP Logger to fail. Recordings on the other failed Loggers will be lost.
The processes of creating an N+1 chain and later modifying an existing N+1 chain differs for TDM and VoIP Loggers.
TDM Loggers - the N+1 chain is created by physically connecting the machines together. VoIP Loggers - the entire process is software-based, meaning that the virtual N+1 chain can be handled through the user interface.
In the following sections, the procedures cover both types of Loggers.
Before You Begin

Before performing any of the procedures in this section:
Verify that the new Logger you want to add to the N+1 chain has the same number of channels as the existing Loggers in the chain. Make sure that the new chain size does not exceed the approved maximum chain size as described in the Design Considerations Guide for the system.
WARNING Performing any of the N+1 Resiliency related procedures may affect recording in progress. It is recommended to perform these procedures during off-hours in order to minimize impact on system performance.
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The following tests should be performed quarterly on TDM Loggers and VoIP Loggers in N+1 Resiliency configuration. They should also be performed whenever a Logger is added, replaced or excluded from the N+1 chain.
IMPORTANT The estimated duration of this procedure is 15 minutes per logger in the chain.
Frequency: Performed by: Purpose:
Quarterly Customer To check for transfer of operations in systems with N+1 configuration from the normal Logger to the spare Logger in cases where the normal Logger is down or otherwise not available and to verify that calls are correctly recorded.
WARNING If two or more Loggers in an N+1 chain fail simultaneously, the spare voice Logger replaces the voice Logger closest to it in the chain; the spare VoIP Logger replaces the first VoIP Logger to fail. Recordings on the other failed Loggers will be lost.
Call Starts and Ends on the Normal Logger After Being Transferred Through the Spare Logger
This test simulates a situation where a normal Logger fails. This may be caused by an electrical outage or the Logger may have been intentionally shut down for maintenance or other reasons.
Phase 1: Setup 1. Start a new call. 2. Log in to NICE Perform. 3. Start the Monitor application and monitor the extension from which you made the call: a.
In the NICE Perform navigation bar, click Monitor.

Chapter 5: Loggers Maintenance 127
b. Click the Settings button and, in the Recording Media list, make sure that Voice is
selected.
c.
In the Organization tree, locate and select the extension.
d. In the toolbar, click the Monitor button. NOTE: When you monitor a call, the system also records it.
Phase 2: Check that, when a normal Logger is down, the spare Logger takes over responsibility for the normal Loggers channels. 1. On the normal Logger, stop the NICE TDM Logger service (or NICE VoIP Logger service in
the case of a VoIP Logger):

a.
In the Windows Start menu, go to Settings > Control Panel > Administrative Tools > Services.
b. Select the NICE Voice (or VoIP) Logger Service and click Stop the service.
Figure 5-1 Windows Services Dialog Box
2. In NICE Perform, in the Organization tree, expand the site branch where the N+1 chain is
located.
3. Navigate to Logger Servers > NiceLog and select the spare Logger.
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Figure 5-2
Spare Logger
Spare Logger Normal Logger
4. In the General tab, check the spare Loggers state, which appears under Details on the right. 5. Now repeat Step 3 and Step 4 to check the state of the normal Logger.
Expected Outcome: The state of the spare Logger should be Overriding and the state of the failed normal Logger should be Overridden.
Figure 5-3 Spare Logger in Overriding State
Logger state
Figure 5-4
Normal Logger in Overridden State
Logger state
Phase 3: Check that both the call that was transferred from the normal Logger to the spare Logger and the call that started on the spare Logger are recorded properly. 1. Start a new call from a different extension. 2. In the Monitor application, monitor both the call started in Phase 1 on the normal Logger and
this new call.
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Expected outcome: You can hear both calls.

WARNING : Limitation: In N+1 environments, when attempting to monitor the calls (Step 2), the operation fails.
Phase 4: Normal Logger takes back full responsibility from the spare Logger. 1. In the normal Logger, restart the NICE Voice (or VoIP) Logger service. a.
In the Windows Start menu, go to Settings > Control Panel > Administrative Tools > Services.
b. Select the NICE Voice (or VoIP) Logger Service and click Restart the service. 2. In NICE Perform, in the Organization tree, expand the site branch where the N+1chain is
located.
3. Navigate to Logger Servers > NiceLog, and select the spare Logger. 4. In the General tab, check the state of the spare Logger. 5. Repeat steps 3 and 4 to check the state of the normal Logger.
Expected Outcome: The state of the spare Logger should now be Idle. No state should appear for the restored normal Logger.
Figure 5-5 Spare Logger in Idle State
Logger state
Figure 5-6
Normal Logger in Normal State
state appears
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Phase 5: Make sure that both calls were recorded correctly and in full and can be played back. 1. Stop both calls. 2. In NICE Perform, start the Business Analyzer application. 3. Create and run a query for the calls. 4. Play back the calls and make sure that they are recorded in their entirety.
Expected Outcome: You can play back both calls. All parts of both calls were recorded correctly and completely.
Phase 6: Repeat this test for all normal Loggers in the N+1 chain.
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General Logger Hardware Maintenance

Checking the Accusys RAID (RAID Type 1) (Disk Mirroring)
Frequency: Performed by: Purpose: Applicable Voice Recording Platforms: Weekly Customer To check the status of each disk drive in the Accusys RAID array.
Branch Exchange Logger (BXL) Interaction Capture Unit (ICU)
The Disk Activity Indicators show the status of each individual disk drive. During normal operation, a green light scans across the bank of indicators.
To check the status of the RAID disk drives:
Check the Disk Activity Indicators according to the following table:
Table 5-2: Accusys RAID (RAID Type 1) Indicators Indicator Green Amber Red Red Flashing Disk Activity Disk drive is properly installed and locked Disk drive is being accessed Disk drive is not present, is not properly installed, is unlocked, or disk has failed Disk drive is rebuilding data
Checking the Intel RAID (RAID Type 2) (Disk Mirroring)

Frequency: Performed by: Purpose: Applicable Voice Recording Platforms: Weekly Customer To check the status of each disk drive in the Intel RAID array.
Branch Exchange Logger (BXL) Interaction Capture Unit (ICU)
The Disk Activity Indicators show the status of each individual disk drive.
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Table 5-3: Intel RAID (RAID Type 2) Indicators Indicator Disk Activity
Green
Power is on
Amber
Disk drive is being accessed
Check the status of the RAID using the Intel Matrix Storage Console: 1. Click the Intel Matrix Storage Console tray icon
. The Intel Matrix Storage Console
window appears.
2. Click NICE_SYS_VOL, and ensure that the Status appears as Normal.
Figure 5-7 shows an example of the Intel RAID in a Normal state.

Figure 5-7 Intel RAID - Normal State
Figure 5-8 shows the example of RAID in a Degraded state.
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Figure 5-8
Intel RAID - Degraded State
Checking the Redundant 1+1 Power Supply

Frequency: Performed by: Purpose: Applicable Voice Recording Platforms: Weekly Customer To check the status of the power supply.
Branch Exchange Logger (BXL) High Density Logger (HDL) High Density Logger Plus (HDL+) Interaction Capture Unit (ICU)
If the buzzer sounds, one of the Power Supply modules is either unplugged or is defective. Replace defective Power Supply modules.
To check the Redundant 1+1 Power Supply:
Periodically, visually inspect the Power Supply. Check that the fans on both modules are working, that the LEDs on both modules are lit, and that both power cords are connected.
Cleaning the AIT I Turbo Drives

Frequency: Performed by: Purpose: As needed Customer To keep the drives clean and to prevent contamination.
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Applicable Voice Recording Platforms:
Branch Exchange Logger (BXL) High Density Logger (HDL)
AIT tape drives need to be cleaned when one of the following alerts is received:
Application cleaning alert Tape LED cleaning alert
WARNING If an AIT archiving drive is accidentally cleaned with a used-up cleaning cassette, the cassette will slowly contaminate the drive. The contamination can spread to the archiving medium. The archiving medium can then contaminate a new AIT archiving drive and cause it to fail.
To clean AIT tape drives: 1. When the application displays a message indicating that the drive must be cleaned or when the
cleaning request LED in the drive is lit (every 100 hours of head operation), insert the approved cleaning medium into the drive (see NICE Archiving Devices and Media Reference Guide). The drive runs for about a minute, and then the cleaning medium is ejected.
2. Remove the cleaning medium from the drive. 3. After each cleaning cycle, mark an X on the label attached to the cleaning medium. This
provides a record of how many times the medium has been used. (Each cleaning medium can be used up to 50 times.)
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Branch Exchange Logger (BXL) Hardware Maintenance

This section includes scheduled and ad-hoc maintenance procedures for the Branch Exchange Logger, as follows:
General Cleaning the front panel Cleaning the air filter Checking the Accusys RAID (Disk Mirroring) Checking the Intel RAID (Disk Mirroring) Checking the redundant 1+1 Power Supply Cleaning the AIT I Turbo Drives
BXL General Maintenance

Frequency: Performed by: Purpose: Monthly Customer To ensure that the appropriate basic physical conditions are met for running the Logger, including environmental and ambient factors.
To perform general maintenance on the BXL: 1. Ensure that the air vents located at the front and rear of the chassis are not blocked (make sure
there are no cables blocking ventilation).

2. Check that all the connectors are secure in their sockets. 3. Verify that the environmental conditions are as follows:
Operating Temperature: 5C - 35C (41F - 95F) Operating Relative Humidity: 20% - 80%
Cleaning the BXL Front Panel

Frequency: Performed by: Purpose: Monthly Customer To clean the front panel of the BXL unit.
This procedure refers to cleaning the front panel only.
136
WARNING Cleaning other parts of the drives, such as the rear panel, the inner part or connectors, is forbidden. Do not use benzine, paint thinners or other solvents. Observe any applicable precautions when using chemical cleaning cloths.
To clean the front panel: 1. Gently wipe off the dirt using a soft, dry, lint-free cloth. 2. To remove stubborn dirt, soak the cloth in some diluted neutral dishwashing liquid, wring it
out well, and then wipe clean.
Cleaning the BXL Air Filter

Frequency: Performed by: Purpose: Monthly Customer To ensure that the air filter is clean.
Check whether the removable front air filter is dirty. If it is, clean as described below.
To clean the air filter: 1. Shut down the Logger software. 2. Shut down the Interactions Center (CLS) and all running software. 3. Shut down the Operating System. 4. Disconnect the PSU power cable/s, first from the power socket and then from the Logger. 5. Unscrew the two screws that fasten the cover to the chassis.
Figure 5-9 Branch Extensions Logger - Rear View
Screw Screw
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6. Slide the cover off the chassis.
The air filter resides on the front left side of the chassis. See Figure 5-10.
Figure 5-10 Air Filter - Top View
Interface Board Bracket
Main Fan
Air Filter
Branch Extensions Logger - Front
7. Unscrew the air filter and lift it out of the chassis.

Figure 5-11 Air Filter - Removal
8. Clean the filter using compressed air. 9. Re-insert the filter and fasten it to the chassis. 10. Replace the chassis cover and fasten the cover in place. 11. Connect the PSU power cable/s to the system. 12. Power up the system.
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High Density Logger (HDL) Hardware Maintenance

This section includes scheduled and ad-hoc maintenance procedures for the High Density Logger, as follows:
General Cleaning the front panel Cleaning the air filter Cleaning AIT drives Cleaning the DDS or DAT72 drives Checking the RAID array (Disk Mirroring) Checking the redundant 1+1 power supply
HDL General Maintenance


Cleaning the HDL Front Panel

Frequency: Performed by: Purpose: Monthly Customer To clean the front panel of the HDL unit.
139
Cleaning the HDL Air Filter

To clean the air filter: 1. Unlock the front panel using the special key and open the doors of the chassis. 2. Replace the filters in the doors.
Figure 5-12 Filters
Reset Button
Protective Grill Air Filter
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Cleaning AIT Drives

AIT tape drives need to be cleaned when one of the following alerts is received:
Application cleaning alert Tape LED cleaning alert
WARNING If an AIT archiving drive is accidentally cleaned with a used-up cleaning cassette, the cassette will slowly contaminate the drive. The contamination can spread to the archiving medium. The archiving medium can then contaminate a new AIT archiving drive and cause it to fail.
To clean AIT tape drives: 1. When the application displays a message indicating that the drive must be cleaned or when the
cleaning request LED in the drive is lit (every 100 hours of head operation), insert the approved cleaning medium into the drive (see NICE Archiving Devices and Media Reference Guide). The drive runs for about a minute, and then the cleaning medium is ejected.
provides a record of how many times the medium has been used. (Each cleaning medium can be used up to 50 times.)
Cleaning the DDS or DAT 72 Drives

Clean the DDS and DAT 72 tape drives every time you replace a medium. Ensure that there is always a cleaning medium available (each cleaning medium can be used up to 25 times).
IMPORTANT The HP DAT 72 internal and HP DAT 72 USB drives have an advanced cleaning mode that can detect whether a single clean operation will be sufficient or whether multiple cleans will be needed (usually two, maximum four). This may result in a longer cleaning cycle and a reduction in the number of cleans per medium.
Chapter 5: Loggers Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 141
WARNING If an archiving drive is accidentally cleaned with a used-up cleaning medium, the medium will slowly contaminate the drive. The contamination can spread to the archiving medium. The archiving medium can then contaminate a new DDS or DAT 72 drive and cause it to fail.
To clean DDS or DAT 72 tape drives: 1. Insert the cleaning medium into the drive.The drive runs for a few seconds, and then the
cleaning medium is ejected.

IMPORTANT For DAT 72 drives: If a cleaning medium reaches its maximum number of uses (expires) during the middle of a cleaning cycle, it must be replaced:
When a cleaning medium expires, the Clean LED flashes on and off. However, the expired cleaning medium is not automatically ejected from the device. To eject the cleaning medium from the device, open the Backup application, select the medium to be removed and click Eject. The medium is ejected from the drive. Remove the cleaning medium and replace it with a new one. The cleaning cycle continues.
provides a record of how many times the medium has been used (each cleaning medium can be used up to 25 times).
Checking the RAID Array (Disk Mirroring)

Frequency: Performed by: Purpose: Weekly Customer To check the operational status of the RAID array.
Use the MegaRaid Power Console Plus utility to check the status of the RAID array.
To check the status of the RAID array: 1. Select Start > All Programs > Power Console Plus. 2. Select MegaRaid Client or Launch Client. 3. Select View Only and check that the Physical Devices have Online status and appear as green
in the Power Console Plus display. If a device has an offline/failed status, contact NICE Customer Support for the necessary course of action.
Table 5-4: MegaRaid Power Console Plus Utility Indicators Indicator Green Amber Red Red Flashing Disk Activity Disk drive is properly installed and locked Disk drive is being accessed Disk drive is not present, is not properly installed, is unlocked, or disk has failed Disk drive is rebuilding data

Frequency: Performed by: Purpose: Weekly Customer To check the status of the power supply.
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High Density Logger Plus (HDL+) Hardware Maintenance

General Cleaning the front panel Cleaning the air filter
HDL Plus General Maintenance

To perform general maintenance on the HDL Plus: 1. Ensure that the air vents located at the front and rear of the chassis are not blocked (make sure

Cleaning the HDL Plus Front Panel

Frequency: Performed by: Purpose: Monthly Customer To clean the front panel of the HDL Plus unit.

144
Cleaning the HDL Plus Air Filter

To clean the air filter: 1. Unlock the front panel using the special key and open the doors of the chassis. 2. Replace the filters in the doors.
Figure 5-13 Filters
Reset Button LEDs Front USB Port Protective Grille
Air Filter
Power ON Button
Archiving Devices
Cleaning the DDS or DAT 72 Drives

Clean the DDS and DAT 72 tape drives every time you replace a medium. Ensure that there is always a cleaning medium available (each cleaning medium can be used up to 25 times).
IMPORTANT The HP DAT 72 internal and HP DAT 72 USB drives have an advanced cleaning mode that can detect whether a single clean operation will be sufficient or whether multiple cleans will be needed (usually two, maximum four). This may result in a longer cleaning cycle and a reduction in the number of cleans per medium.
WARNING If an archiving drive is accidentally cleaned with a used-up cleaning medium, the medium will slowly contaminate the drive. The contamination can spread to the archiving medium. The archiving medium can then contaminate a new DDS or DAT 72 drive and cause it to fail.
To clean DDS or DAT 72 tape drives: 1. Insert the cleaning medium into the drive.The drive runs for a few seconds, and then the
cleaning medium is ejected.

IMPORTANT For DAT 72 drives: If a cleaning medium reaches its maximum number of uses (expires) during the middle of a cleaning cycle, it must be replaced:
When a cleaning medium expires, the Clean LED flashes on and off. However, the expired cleaning medium is not automatically ejected from the device. To eject the cleaning medium from the device, open the Backup application, select the medium to be removed and click Eject. The medium is ejected from the drive. Remove the cleaning medium and replace it with a new one. The cleaning cycle continues.
provides a record of how many times the medium has been used (each cleaning medium can be used up to 25 times).
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Interaction Capture Unit (ICU) Hardware Maintenance

General Cleaning the front panel Cleaning the air filter Checking the Accusys RAID (Disk Mirroring) Checking the Intel RAID (Disk Mirroring) Checking the redundant 1+1 power supply
ICU General Maintenance


Cleaning the ICU Front Panel

Frequency: Performed by: Purpose: Monthly Customer To clean the front panel of the ICU unit.
147
Cleaning the ICU Air Filter

To clean the filter: 1. Shut down the Logger software. 2. Shut down the Operating System. 3. Disconnect the PSU power cable/s from the system. 4. Slide the cover off the chassis.
The air filter resides on the front left side of the chassis.
148
Figure 5-14
Air Filter - Top View
Interface board bracket
Main fan
Air filter
5. Unscrew the air filter and lift it out of the chassis.

Figure 5-15 Air Filter - Removal
6. Clean the filter, using compressed air. 7. Re-insert the filter and fasten it to the chassis. 8. Replace the chassis cover and fasten the cover in place. 9. Connect the PSU power cable/s to the system. 10. Power up the system.
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Checking the Accusys RAID (RAID Type 1) (Disk Mirroring)

Frequency: Performed by: Purpose: Weekly Customer To check the status of each disk drive in the Accusys RAID array.
The Disk Activity Indicators show the status of each individual disk drive. During normal operation, a green light scans across the bank of indicators.
To check the status of the RAID disk drives:
Check the Disk Activity Indicators according to the following table:
Table 5-5: Accusys RAID (RAID Type 1) Indicators Indicator Green Amber Red Red Flashing Disk Activity Disk drive is properly installed and locked Disk drive is being accessed Disk drive is not present, is not properly installed, is unlocked, or disk has failed Disk drive is rebuilding data
Checking the Intel RAID (RAID Type 2) (Disk Mirroring)

Frequency: Performed by: Purpose: Weekly Customer To check the status of each disk drive in the Intel RAID array.
The Disk Activity Indicators show the status of each individual disk drive.
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Table 5-6: Intel RAID (RAID Type 2) Indicators Indicator Green Amber Disk Activity Power is on Disk drive is being accessed
Check the status of the RAID using the Intel Matrix Storage Console: 1. Click the Intel Matrix Storage Console tray icon
. The Intel Matrix Storage Console
window appears.
2. Click NICE_SYS_VOL, and ensure that the Status appears as Normal.
Figure 5-16 shows an example of the Intel RAID in a Normal state.

Figure 5-16 Intel RAID - Normal State
Figure 5-17 shows the example of RAID in a Degraded state.
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Figure 5-17
Intel RAID - Degraded State

Frequency: Performed by: Purpose: Weekly Customer To check the status of the power supply.
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6
SQL Database Maintenance
This chapter provides specific procedures required for the effective maintenance of SQL Databases in the NICE System.
IMPORTANT
Contents
SQL Version Guidelines ...............................................................................................154 Verifying That All SQL Jobs are Running Correctly..................................................155 Verifying Database Integrity ........................................................................................156 Verifying Database Size and Space.............................................................................157
Chapter 6: SQL Database Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
153
SQL Version Guidelines
SQL Version Guidelines

Depending on the version of NICE Perform installed at your site, different versions of SQL are supported. Therefore, different applications may be used to connect to and work with the database, depending upon the version of SQL that you are using. The following table summarizes the versions of SQL that are supported by the various versions of NICE Perform and the SQL applications that can be used to work with the database.
Table 6-1: Supported SQL Versions NICE Perform Version Release 3 Service Pack 3 Supported SQL Version(s) SQL 2000 SQL 2005 Release 3 Service Pack 4 SQL 2000 SQL 2005 Release 3.1 Release 3.2 Release 3.5 SQL 2005 SQL 2005, SQL 2008 SQL 2005, SQL 2008 Database Management Application Enterprise Manager or Query Analyzer SQL Management Studio Enterprise Manager or Query Analyzer SQL Management Studio SQL Management Studio SQL Management Studio SQL Management Studio
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Verifying That All SQL Jobs are Running Correctly
Verifying That All SQL Jobs are Running Correctly

Frequency: Performed by: Purpose: Weekly Customer To ensure that all SQL jobs on the Database Server and/or Data Mart Server are functioning correctly and, if not, take action.
Check the status of SQL jobs in NICE Sentinel. For more information, see the NICE Sentinel User Guide . If one or more SQL jobs on the Database Server and/or the Data Mart server is not running correctly, the NICE Sentinel issues an alarm (Alarm Name: SQL Job Failed; Alarm ID: 4000).
155
Verifying Database Integrity
Verifying Database Integrity

Frequency: Performed by: Purpose: Applicable to version(s): Monthly Customer To ensure that the database is functioning correctly.
In order to verify database integrity in your NICE Perform system, you need to check the following two system metrics in NICE Sentinel or any other monitoring system that you are using:
Max Used Unique IDS Identity Fields Usage
Max Used Unique IDs

This metric monitors the number of used unique IDs in the database. The number of unique IDs is limited, so this metric should be checked monthly to ensure that the number of used unique IDs does not exceed the defined threshold. If it does, an alarm is triggered. By default a threshold is triggered for two levels of alarm:
Alarm ID 2027 2028
Alarm Name Max Used Unique IDs Max Used Unique IDs
Default Threshold 80%-90% 90%
Alarm Type Minor Major
Identity Fields Usage

This metric monitors the percentage of identity field usage in the NICE Perform system database tables. This shows to what extent the tables can be populated before running out of numbers for the rows. This should be checked monthly to ensure that the defined threshold is not exceeded. If it is, an alarm is triggered. By default a threshold is triggered for two levels of alarm:
Alarm ID 2033 2034
Alarm Name Identity Fields Usage Identity Fields Usage
Default Threshold 80%-90% 90%
Alarm Type Minor Major
For more information on how to check the number of used unique IDs and the percentage of identity fields usage in your system, see the NICE Sentinel User Guide .
Chapter 6: SQL Database Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 156
Verifying Database Size and Space

Frequency: Performed by: Purpose: Applicable to version(s): Weekly Customer To check the size and available space of SQL tables.
You can check the used space of a database in NICE Sentinel. For more information, see the NICE Sentinel User Guide . In addition to proactively monitoring the status of the space on a database, the Sentinel issues an alarm in two cases:
When the used space on the database reaches a defined threshold (default threshold = 80%), the Sentinel issues a minor alarm: Alarm ID 2020, Use_Reserved DB Minor. When the used space on the database reaches a defined threshold (default threshold = 90%), the Sentinel issues a major alarm: Alarm ID 2021, Use_Reserved DB Major. If a customized solution is installed, you must backup all additional databases that might be installed at the site. Refer to the customized solution documentation to learn about the additional database entities corresponding to each solution.
IMPORTANT If a customized solution is installed, you must back up all additional databases that might be installed at the site. Refer to the customized solution documentation to learn about the additional database entities corresponding to each solution.
IMPORTANT If a customized solution is installed, you must back up all additional databases that might be installed at the site. Refer to the customized solution documentation to learn about the additional database entities corresponding to each solution.
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IMPORTANT If a customized solution is installed, you must back up/restore all additional databases that might be installed at the site. Refer to the customized solution documentation to learn about the additional database entities corresponding to each solution.
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7
Security Maintenance
This chapter provides security-related procedures required for the effective maintenance of NICE Perform systems.
IMPORTANT
Contents
Installing the Latest NICE-Certified Microsoft Security Patches..............................160 Backing up the KSM User EFS Certificate .................................................................163
Chapter 7: Security Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
159
Installing the Latest NICE-Certified Microsoft Security Patches

Frequency Performed by Purpose Monthly Customer To ensure that all appropriate Windows security updates are installed on all relevant servers and workstations on the customers site.
Applicable to version(s)
Periodically, NICE issues technical notes regarding the latest Microsoft Security Bulletins. Each such Technical Note includes information about which updates are certified by NICE for use with NICE products and which updates are irrelevant, and therefore uncertified by NICE. NICE policy is to certify each new Microsoft Security update or patch within five (5) business days from the date of publication by Microsoft. Links are provided to the Microsoft Security web site in general and to each update (according to the appropriate version of Windows). The troubleshooting section provides possible solutions if you are experiencing problems with your NICE product after installing the Microsoft updates. The Technical Notes also include links to previous Microsoft Security Bulletins. Before installing an update, refer to the Microsoft Security web site for full details on the bulletin, its dependencies and relevancy for the specific server/workstation configuration on site (https://www.microsoft.com/security/updates/bulletins/default.aspx).
To check for the latest Microsoft Security Patches 1. Once a month, visit the ExtraNICE web site
(http://www.extranice.com/EIS/Pages/default.aspx).
2. Under Latest Technical and Security Information , check for the latest Technical Note about Microsoft Security Bulletins. Click the link to open the Excel file.
160
Figure 7-1
Checking for New Microsoft Security Patches on ExtraNICE
Click the latest MS Security Bulletin
3. In the Bulletins certified by NICE tab, see a table of all Microsoft Security Bulletins
certified by NICE for use with NICE products. The information provided includes bulletin number, KB number, release date and severity.
4. Under Links to Security Updates, you can find links to the updates, categorized according
to Windows version. Click the link of the update you want to install. The link takes you to the relevant page on the Microsoft Security web site.
Figure 7-2 Security Update Page on the Microsoft Web Site
161
5. Before installing the update:
Carefully check all details about the updates dependencies and relevancy to the specific server/workstation configuration on site. Shut down the NICE Perform system (see Shutting Down NICE Perform System Servers/Components on page 46).
6. Install the update according to the instructions provided on the Microsoft Security web site. 7. If, after installation, you have trouble logging in to NICE Perform applications or you are
experiencing other problems with the system, refer to the MS Security Bulletin Technical Note.
162
Backing up the KSM User EFS Certificate

Frequency As needed Upon system installation and every time (before and after) a change is being made to certificates, domain users. Performed by Purpose Applicable to version(s) Customer To back up the KSM User Encrypting File System (EFS) Certificate.
The Key Storage Manager (KSM) uses the KSM User Encrypting File System (EFS) Certificate to encrypt the backup file. The backup file may temporarily store encryption keys, used to encrypt/decrypt media if there are communication problems with the database. If the KSM user is deleted for some reason (for example, the user was corrupted and needed to be changed), the certificate used by it is permanently lost. If encryption keys stored in the backup file are not saved to the database, they are also lost, and media encrypted with those keys cannot be played again. In order to prevent possible loss of encryption keys, the certificate used by the KSM user needs to be saved for future use, in case the user is changed. The procedure includes:
Exporting the KSM User Certificate on page 163 Importing the KSM User Certificate on page 176
Exporting the KSM User Certificate

Create an export file of the KSM user certificate. Do one of the following:
Exporting the KSM User Certificate for Microsoft Windows 2003 on page 163 - or Exporting the KSM User Certificate for Microsoft Windows 2008 on page 170
Exporting the KSM User Certificate for Microsoft Windows 2003

To export the KSM user certificate for Microsoft Windows 2003: 1. Log in to the Applications Server machine under the KSM user. 2. From the Start menu, select Run and enter mmc. Click OK.
Chapter 7: Security Maintenance NICE Perform Release 3.x: Maintenance Guide (Rev. A3) 163
The Console window appears.

3. From the File menu, select Add/Remove Snap-in.
The Add/Remove Snap-in window appears.

Figure 7-3 Add/Remove Snap-in Window - MS 2003
4. Click Add.
The Add Standalone Snap-in window appears.

Figure 7-4 Add Standalone Snap-in Window - MS 2003
5. Select Certificates and click Add.
The Certificates snap-in window appears.
164
Figure 7-5
Certificates snap-in Window - MS 2003
6. Select My user account and click Finish. 7. Close the Add Standalone Snap-in Dialog window (Figure 7-4).
The Add/Remove Snap-in window remains open.

Figure 7-6 Close Add/Remove Snap-in Window - MS 2003
8. Click OK to close the Add/Remove Snap-in window.
The Console window displays.
165
Figure 7-7
Console Window - MS 2003
9. Expand Certificates - Current User > Personal > Certificates.

Figure 7-8 Certificates Expanded - MS 2003
10. Select KSMUser, right-click and select All Tasks > Export
The Certificate Export Wizard begins.
166
Figure 7-9
Certificate Export Wizard - Welcome Window - MS 2003
11. Click Next. The Export Private Key window appears.

Figure 7-10 Certificate Export Wizard - Export Private Key - MS 2003
12. Select Yes, export the private key, and click Next.
The Export File Format window appears.
167
Figure 7-11 Certificate Export Wizard - Export File Format - MS 2003
13. Click Next. The Password window appears.

Figure 7-12 Certificate Export Wizard - Password - MS 2003
14. In the Password and Confirm password fields, enter the same password.
This password is required for importing the certificate (see Step 5 on page 177)
15. Click Next. The File to Export window appears.
168
Figure 7-13
Certificate Export Wizard - File to Export - MS 2003
16. In the File name field, enter the path and name where you want to save the exported certificate, and click Next.
The Complete window of the Certificate Export Wizard window appears.

Figure 7-14 Certificate Export Wizard - Completing the Certificate Wizard - MS 2003
17. Click Finish. You are notified that the export was successful.
Figure 7-15 Certificate Export Wizard - Export was Successful - MS 2003
You can now save the exported certificate.

18. Continue with Importing the KSM User Certificate on page 176.
169
Exporting the KSM User Certificate for Microsoft Windows 2008

To export the KSM user certificate for Microsoft Windows 2008: 1. Log in to the Applications Server machine under the KSM user. 2. From the Start menu, select Run and enter mmc. Click OK.
The Console window appears.

3. From the File menu, select Add/Remove Snap-in.
The Add or Remove Snap-in window appears.

Figure 7-16 Add or Remove Snap-in Window - MS 2008
4. Select Certificates and click Add.
The Certificates snap-in window appears.
170
Figure 7-17
Certificates Snap-in Window - MS 2008
5. Select My user account, and click Finish.
The Add or Remove Snap-ins window remains open.

Figure 7-18 Close Add or Remove Snap-ins Window - MS 2008
6. Click OK to close the window.
The Console window displays.
171
Figure 7-19
Console Window - MS 2008
7. Expand Certificates - Current User > Personal > Certificates.

Figure 7-20 Certificates Expanded - MS 2008
8. Select KSMUser, right-click and select All Tasks > Export
The Certificate Export Wizard begins.
172
Figure 7-21
Certificate Export Wizard - Welcome Window - MS 2008
9. Click Next. The Export Private Key window appears.

Figure 7-22 Certificate Export Wizard - Export Private Key - MS 2008
10. Select Yes, export the private key, and click Next.
The Export File Format window appears.
173
Figure 7-23
Certificate Export Wizard - Export File Format - MS 2008

Figure 7-24 Certificate Export Wizard - Password - MS 2008
12. In the Password and Confirm password fields, enter the same password.
This password is required for importing the certificate (see Step 5 on page 180).
13. Click Next. The File to Export window appears.
174
Figure 7-25
Certificate Export Wizard - File to Export - MS 2008
14. In the File name field, enter the path and name where you want to save the exported certificate, and click Next.
The Complete window of the Certificate Export Wizard window appears

Figure 7-26 Certificate Export Wizard - Completing the Certificate Export Wizard - MS 2008
15. Click Finish.
You are notified that the export was successful.
175
Figure 7-27
Certificate Export Wizard - Export was Successful - MS 2008
You can now save the exported certificate.

16. Continue with Importing the KSM User Certificate on page 176.
Importing the KSM User Certificate

Import the KSM user certificate. Do one of the following:
Importing the KSM User Certificate for Microsoft Windows 2003 on page 176 - or Importing the KSM User Certificate for Microsoft Windows 2008 on page 179
Importing the KSM User Certificate for Microsoft Windows 2003

To Import the KSM user certificate for Microsoft Windows 2003: 1. Log in to the Applications Server machine under the KSM user. 2. Double-click the certificate you exported in Exporting the KSM User Certificate for
Microsoft Windows 2003 on page 163. The Certificate Import Wizard begins.
Figure 7-28 Certificate Import Wizard - Welcome Window - MS 2003
3. Click Next. The File to Import window appears.

176
Figure 7-29
Certificate Import Wizard - MS 2003

Figure 7-30 Certificate Import Wizard - Password - MS 2003
5. Do the following: a.
Enter the password that was used to export the certificate. certificate again in the future.
b. Verify that you have selected Mark this key as exportable if you want to export this c.
Click Next.
The Certificate Store window appears.
177
Figure 7-31
Certificate Import Wizard - Certificate Store - MS 2003
6. Click Next. The Complete window of the Certificate Import Wizard appears.
Figure 7-32 Completing the Certificate Import Wizard Window - MS 2003
7. Click Finish. You are notified that the import was successful.
Figure 7-33 Certificate Import Wizard - Import was Successful - MS 2003
8. Click OK.
178
Importing the KSM User Certificate for Microsoft Windows 2008

To Import the KSM user certificate for Microsoft Windows 2008: 1. Log in to the Applications Server machine under the KSM user. 2. Double-click the certificate you exported in Exporting the KSM User Certificate for
Microsoft Windows 2003 on page 163. The Certificate Import Wizard begins.
Figure 7-34 Certificate Import Wizard - MS 2008
3. Click Next. The File to Import window appears.

Figure 7-35 Certificate Import Wizard - File to Import - MS 2008
179

Figure 7-36 Certificate Import Wizard - Password - MS 2008
5. Do the following: a.
Enter the password that was used to export the certificate. certificate again in the future.
b. Verify that you have selected Mark this key as exportable if you want to export this c.
Click Next.
The Certificate Store window appears.

Figure 7-37 Certificate Import Wizard - Certificate Store - MS 2008
180
6. Click Next. The Complete window of the Certificate Import Wizard appears.
Figure 7-38 Certificate Import Wizard - Completing the Certificate Import - MS 2008
7. Click Finish. You are notified that the import was successful.
Figure 7-39 Certificate Import Wizard - Import was Successful - MS 2008
8. Click OK.
181
A
Appendix A: NICE Perform Services
This appendix includes tables that list the NICE services used in the following versions of NICE Perform:
Contents
NICE Services in NICE Perform Release 3 Service Pack 4 .......................................184 NICE Services in NICE Perform Release 3.1 ..............................................................187 NICE Services in NICE Perform Release 3.2 ..............................................................190 NICE Services in NICE Perform Release 3.5 ..............................................................193
Appendix A: NICE Perform Services NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
183
NICE Services in NICE Perform Release 3 Service Pack 4

Table A-1: NICE Perform Release 3 Service Pack 4 Services NICE Component Applications Server Service Display Name Nice AA Search Controller Nice Audit Trail Service Nice Coaching Server Nice Evaluation Forms Server Nice FTF Query Server Service Name AASearchController AuditTrailService CoachingServerService EvaluationServerService FTFQueryServerService This service is dependent on: Nice NBA service Nice Investigations Server InvestigationsService This service is dependent on: Nice NBA service NICE IP Phone Applications Nice Monitor Server Nice MyUniverse Nice NBA Nice Playback Administration Nice Playback Streaming Nice Rule Engine Nice RulesManager Service Nice System Administrator NiceIPPhoneApplications MonitorServerServices NiceMyUniverse NBAService PlaybackAdministration PlaybackStreaming RuleEngineService RulesManagerService SystemAdministratorService Dependencies
184
Table A-1: NICE Perform Release 3 Service Pack 4 Services (Continued) NICE Component Interactions Center (IC) Server Service Display Name Nice CLS Nice CLS Monitor Nice CLS TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper Logger Nice TDM Logger Nice VoIP Logger CIMService LogService Logger & Storage Center Storage Center Nice Locate Service Nice Storage Center Service Nice Storage Streaming Service Data Mart Server Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler NICEScreen Logger Nice Multimedia Logger Service Nice SAMS Service Name CLS CLSMonitorService TRSService IntegrationDispatch NiceIntegrationLogRetention NiceIntegrationReportingLevelDumper NTLoggerSvc NTLoggerSvc CIMService LogService LocateHostService SCLoader PlaybackServiceSC AnalysisServerService ReporterEngineService NiceReporterScheduler MML Logger Nice SAMS LogService LogService LogService Dependencies
185
Table A-1: NICE Perform Release 3 Service Pack 4 Services (Continued) NICE Component ScreenSense Content Analysis Server Service Display Name Nice ScreenSense Server Nice Content Analysis Nice Playback Resource Manager NMS CA License Client CA-Unicenter Service Name ScreenSense Server Service ContentAnalysisService PBResourceManager CA_LIC_CLNT CA-Unicenter CA-Unicenter (NR-Server) CA-Unicenter (Transport) MSSQLSERVER CA Nice SMTP Service CA-AutoDiscovery CA-IPXDiscovery CA-Unicenter (NR-Server) CA-Unicenter (Remote) CA-Unicenter (Transport) CA-Unicenter Discovery Scheduler CA-Unicenter TND Severity Propagation CA-Unicenter WorldView Agent Playback Server Nice PBSLink NiceIVR NICE Player Nice Playback Streaming CA Nice SMTP Service CA-AutoDiscovery CA-IPXDiscovery CCI_NR_Server CCI_Remote CCI_Transport wvschdsv CASevProp CA-UnicenterWVAgent Nice PBSLink NiceIVR PlaybackStreaming Remote Procedure Call (RPC) MSSQLSERVER Dependencies
186
NICE Services in NICE Perform Release 3.1

Table A-2: NICE Perform Release 3.1 Services NICE Component Applications Server Service Display Name Nice AA Search Controller Nice Audit Trail Service Nice Coaching Server Nice Evaluation Forms Server Nice FTF Query Server Service Name AASearchController AuditTrailService CoachingServerService EvaluationServerService FTFQueryServerService This service is dependent on: Nice NBA service Nice Investigations Server InvestigationsService This service is dependent on: Nice NBA service NICE IP Phone Applications Nice Monitor Server Nice MyUniverse Nice NBA Nice Playback Administration Nice Playback Streaming Nice Rule Engine Nice RulesManager Service Nice System Administrator NiceIPPhoneApplications MonitorServerServices NiceMyUniverse NBAService PlaybackAdministration PlaybackStreaming RuleEngineService RulesManagerService SystemAdministratorService Dependencies
187
Table A-2: NICE Perform Release 3.1 Services (Continued) NICE Component Interactions Center (IC) Server Service Display Name Nice CLS Nice CLS Monitor Nice CLS TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper Logger Nice TDM Logger Nice VoIP Logger CIMService LogService Data Mart Server Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler NICEScreen Logger Nice Multimedia Logger Service Nice SAMS Storage Center Nice Storage Center Service Nice Storage Streaming Service ScreenSense Playback Server Nice ScreenSense Server Nice Playback TelephonyServices Service Name CLS CLSMonitorService TRSService IntegrationDispatch NiceIntegrationLogRetention NiceIntegrationReportingLevelDumper NTLoggerSvc NTLoggerSvc CIMService LogService AnalysisServerService ReporterEngineService NiceReporterScheduler MML Logger Nice SAMS SCLoader PlaybackServiceSC ScreenSense Server Service Playback TelephonyServices
Dependencies
LogService LogService LogService
188
Table A-2: NICE Perform Release 3.1 Services (Continued) NICE Component Service Display Name Intel Dialogic product Boardserver Intel Dialogic product System Service Service Name boardserver Dialogic Dependencies DigPnPObserverService DigPnPObserverService CT Bus Broker DM3Config Content Analysis Server Nice Content Analysis Nice Playback Administration NICE Sentinel FLEXim License Manager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService dvSNMPTrapService dvSyslogService dvSchedulerService ContentAnalysisService PlaybackAdministration FLEXim License Manager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService dvSNMPTrapService dvSyslogService dvSchedulerService Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC)
189

Table A-3: NICE Perform Release 3.2 Services NICE Component Applications Server Service Display Name Nice AA Search Controller Nice Audit Trail Service Nice Coaching Server Nice Evaluation Forms Server Nice FTF Query Server Service Name AASearchController AuditTrailService CoachingServerService EvaluationServerService FTFQueryServerService This service is dependent on: Nice NBA service Nice Investigations Server InvestigationsService This service is dependent on: Nice NBA service NICE IP Phone Applications Nice Monitor Server Nice MyUniverse Nice NBA Nice Playback Administration Nice Playback Streaming Nice Retention Service Nice Rule Engine Nice RulesManager Service Nice System Administrator NiceIPPhoneApplications MonitorServerServices NiceMyUniverse NBAService PlaybackAdministration PlaybackStreaming NiceRetentionService RuleEngineService RulesManagerService SystemAdministratorService Dependencies
190
Table A-3: NICE Perform Release 3.2 Services (Continued) NICE Component Interactions Center (IC) Server Service Display Name Nice Interactions Center Nice Interactions Center Monitor Nice Interactions Center TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper Logger Nice TDM Logger Nice VoIP Logger CIMService LogService Data Mart Server Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler NICEScreen Logger Nice Multimedia Logger Service Nice MML Tray Icon Service Nice SAMS Storage Center Nice Storage Center Service Nice Storage Streaming Service Service Name NiceInteractionsCenter CLSMonitorService TRSService IntegrationDispatch NiceIntegrationLogRetention NiceIntegrationReportingLevelDumper NTLoggerSvc NTLoggerSvc CIMService LogService AnalysisServerService ReporterEngineService NiceReporterScheduler MML Logger MML TrayIcon Nice SAMS SCLoader PlaybackServiceSC LogService LogService LogService Dependencies
191
Table A-3: NICE Perform Release 3.2 Services (Continued) NICE Component Screen Content Analysis Playback Server Service Display Name Nice ScreenSense Server Nice TelephonyServices Intel Dialogic product Boardserver Intel Dialogic product System Service Service Name ScreenSense Server Service TelephonyServices boardserver Dialogic DigPnPObserverService DigPnPObserverService CT Bus Broker DM3Config Content Analysis Server Nice Content Analysis Nice Playback Administration NICE Sentinel FLEXim License Manager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService dvSNMPTrapService dvSyslogService dvSchedulerService ContentAnalysisService PlaybackAdministration FLEXim License Manager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService dvSNMPTrapService dvSyslogService dvSchedulerService Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Dependencies
192

Table A-4: NICE Perform Release 3.5 Services NICE Component Applications Server Service Display Name Nice AA Search Controller Nice Audit Trail Service Nice BSF Server Nice Coaching Server Nice Evaluation Forms Server Nice FTF Query Server CoachingServerService EvaluationServerService FTFQueryServerService This service is dependent on: Nice NBA service Nice Investigations Server InvestigationsService This service is dependent on: Nice NBA service NICE IP Phone Applications Nice Monitor Server Nice MyUniverse Nice NBA Nice Notification Service Nice Playback Administration Nice Playback Streaming Nice Retention Service Nice Rule Engine NiceIPPhoneApplications MonitorServerServices NiceMyUniverse NBAService NotificationService PlaybackAdministration PlaybackStreaming NiceRetentionService RuleEngineService Service Name AASearchController AuditTrailService Dependencies
193
Table A-4: NICE Perform Release 3.5 Services (Continued) NICE Component Service Display Name Nice RulesManager Service Nice System Administrator Nice TextInjection Interactions Center (IC) Server Nice Interactions Center Nice Interactions Center Monitor Nice Interactions Center TRS Nice Integration Dispatch Service Nice Integration Log Retention Nice Integration Reporting Level Dumper Logger Nice TDM Logger Nice VoIP Logger CIMService LogService Data Mart Server Nice Analysis Server Nice Reporter Engine Nice Reporter Scheduler NICEScreen Logger Nice Multimedia Logger Service Nice MML Tray Icon Service Nice SAMS Nice Interactions Center CLSMonitorService TRSService IntegrationDispatch NiceIntegrationLogRetention NiceIntegrationReportingLevelDumper NTLoggerSvc NTLoggerSvc CIMService LogService AnalysisServerService ReporterEngineService NiceReporterScheduler MML Logger MML TrayIcon Nice SAMS
Service Name RulesManagerService SystemAdministratorService
Dependencies
LogService LogService LogService
194
Table A-4: NICE Perform Release 3.5 Services (Continued) NICE Component Storage Center Service Display Name Nice Storage Center Service Nice Storage Streaming Service NICE Retention Service Process Optimization Server Playback Server RTI Connect Server Nice TelephonyServices Intel Dialogic product Boardserver Intel Dialogic product System Service Service Name SCLoader PlaybackServiceSC RetentionService RTIConnectService TelephonyServices boardserver Dialogic DigPnPObserverService DigPnPObserverService CT Bus Broker DM3Config Content Analysis Server Text Analysis Server Nice Content Analysis NICE Text Analysis Service Nice Playback Administration NICE Sentinel FLEXim License Manager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService ContentAnalysisService Text Analysis Server Service PlaybackAdministration FLEXim License Manager dvLicenseService dvDataService dvEventService dvMonitoringService dvNetFlowService dvPerformanceService Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC) LogService Dependencies
195
Table A-4: NICE Perform Release 3.5 Services (Continued) NICE Component Service Display Name dvSNMPTrapService dvSyslogService dvSchedulerService Service Name dvSNMPTrapService dvSyslogService dvSchedulerService Dependencies Remote Procedure Call (RPC) Remote Procedure Call (RPC) Remote Procedure Call (RPC)
196
B
Appendix B: Glossary
AIT Advanced Intelligent Technology Magnetic 8 mm tape cassette on which recorded audio can be stored for long-term archiving. AIT-1 cassettes store up to 40 GB of data. AIT-2 cassettes store up to 80 GB of data. DDS BXL CLS Branch Exchange Logger Call Logging System The CLS is sometimes referred to as the Interactions Center, implying they are one in the same, when in fact the CLS comprises only a part of the Interactions Center. CSV Comma Separated Values A comma-separated values or character-separated values (CSV) file is a simple text format for a database table. Each record in the table is one line of the text file. Each field value of a record is separated from the next by a character (typically a comma CSV is a simple file format that is widely supported, so it is often used to move tabular data between different computer programs that support the format (for example, MS Excel). CTI DAT Computer Telephony Integration Digital Audio Tape. Magnetic 4 mm tape cassette on which recorded audio can be stored for long-term archiving. DB DB Calculator Database A tool used to calculate the required size of a database for the NICE Perform system
Appendix B: Glossary NICE Perform Release 3.x: Maintenance Guide (Rev. A3)
197
DDS
Digital Data Storage A format for storing and backing up computer data on magnetic tape that evolved from Digital Audio Tape (DAT) technology. DDS-4 cassettes can store up to 20 GB of data.
DST ESM
Daylight Savings Time Enterprise Storage Management Managing the online, nearline and offline storage within a large organization. It includes analysis of storage requirements as well as making routine copies of files and databases for backup, archiving, disaster recovery, hierarchical storage management (HSM) and testing purposes. (sometimes also referred to as External Storage Module)
ExtraNICE
NICE partners unique portal which provides access to additional information and assistance concerning NICE solutions and markets, as well as unique on-line training opportunities Health Check Reports A reporting tool providing information regarding system recording and archiving performance. In NICE Perform, rides on top of the reporting mechanism.
HCR
HDL
NiceLog High Density Logger NICE proprietary TDM Logger with up-to 480 channels capacity
HDL Plus
NiceLog High Density Logger Plus NICE proprietary TDM Logger
ICU
Interaction Capture Unit Trunk side ETAI. Designed for unsummed recording for analytics purposes.
KB LED N+1
Knowledge Base (referring to articles from the Microsoft Knowledge Base) Light Emitting Diode N+1 redundancy is a form of resilience that ensures system availability in the event of component failure. Components (N) have at least one independent backup component (+1). NICE Perform Business Analyzer A real-time, system-wide, monitoring application, providing recording and archiving-related hardware and software alarms. NICE Perform Certified Administrator A technical certification course for customers, covering the NICE Perform architecture, monitoring, troubleshooting and maintenance routines.
Appendix B: Glossary 198
NBA NICE Sentinel NPCA
NTP OS PABX (PBX)
Network Time Protocol Operating System Private Automatic Branch eXchange Telephone system that is owned by an organization, in which each worker has a line for internal calls while sharing a few external lines with the other workers. The PBX provides many features such as Hold, Transfer, Park and so on.Often it connects the PSTN through a T!/E1/BT circuits
PSU RAID
Power Supply Unit Redundant Array of Independent Disks A technology that provides increased storage reliability through redundancy, combining multiple low-cost, less-reliable disk drives components into a logical unit where all drives in the array are interdependent.
ROD
Record On Demand An option that enables an agent/trader to click on a button in order to stop and start recording for his own extension.
RPC SC
Remote Procedure Call Storage Center A server that retrieves recorded interaction, voice and screen media from the Loggers and Multimedia Logger respectively, for long-term storage as files (in NMF format).
SG SIC
Storage Group Site Information Collector Part of the Log Collector
SNMP
Simple Network Management Protocol TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached.
SQL
Structured Query Language
A database computer language designed for managing data in relational database management systems. Used by NICE different products like: NLS 8.X, NICE Perform (NP), NICE Perform eXpress. The backbone of the Database server in NP
199
SRV
Storage Rules Validator A tool that runs a series of tests on the Storage Center, Storage Rules and the rules database for critical errors and other issues that may affect system performance. The SRV tool checks the configuration of Storage Groups and Units, tests the validity of Storage Rules, and produces a report identifying critical errors and warnings.
SU TDM
Storage Unit Time-Division Multiplexing Multiplexing method in which two or more signals are sent over a single communications network by allotting time slots for each signal.
TDM Logger UNC Universal Naming Convention or Uniform Naming Convention In Windows systems, specifies a common syntax to describe the location of a network resource, such as a shared file, directory, or printer. The UNC syntax for Windows systems has the following generic form: \\ComputerName\SharedFolder\Resource NOTE: The UNC syntax sometimes appears written with forward slashes. Microsoft Windows treats forward slashes and back slashes in this context as equivalent, but many programs will accept only backward slashes, and some will only accept double backslashes (i.e. \\\\ComputerName\\SharedFolder), especially in quoted string constants, due to the standard use of backslash as an escape character. UTC VoIP Coordinated Universal Time Voice over Internet Protocol A general term for the technology used to transmit voice communications over IP networks. VoIP Logger XML Extensible Markup Language
200

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Release 3.

Modification Date September 2009 January 2010 September 2010

Contents NICE Perform Release 3.x: Maintenance Guide (Rev. A3)

Contents NICE Perform Release 3.x: Maintenance Guide (Rev. A3)

Blank page for double-sided printing.

General Maintenance - contains procedures relevant to the maintenance of the NICE

Perform system as a whole.

the effective maintenance of recording operations.

Logger hardware and software.

Maintenance Procedure Summary

Maintenance Procedure Summary

Applicable to NICE Perform Version R3SP3 R3SP4 R3.1 R3.2 R3.5

Maintenance Procedure Summary

Applicable to NICE Perform Version R3SP3 R3SP4 R3.1 R3.2 R3.5

Shutting Down NICE Perform System Servers/Components

Stopping NICE Services Starting Up NICE Perform System Servers/Components

Collecting NICE Perform System Information

NICE Perform Release 3.x: Maintenance Guide (Rev. A3)

Maintenance Procedure Summary

Applicable to NICE Perform Version R3SP3 R3SP4 R3.1 R3.2 R3.5

Changing the IP Address/Host Name of NICE Servers

NICE Customer Support

Maintenance Procedure Summary

Applicable to NICE Perform Version R3SP3 R3SP4 R3.1 R3.2 R3.5

By specific health check

Maintenance Procedure Summary

Verifying Storage Rules and Configuration

Adding a New Storage Unit to a Storage Group

Maintenance Procedure Summary

Changing the Storage Center Server

Migrating Archived Files from One Location to Another

Maintenance Procedure Summary

Removing a Logger from the NICE Perform System

NICE Customer Support

To remove a Logger from a NICE Perform system

Replacing a Logger in the NICE Perform System

NICE Customer Support

To replace a Logger in the NICE Perform System

Verifying the N+1 Resiliency Chain

NICE Customer Support NICE Customer Support

Maintenance Procedure Summary

TDM Logger version 9.06 VoIP Logger version 9.12

Maintenance Procedure Summary

Maintenance Procedure Summary

Maintenance Procedure Summary

Verifying Voice Recording Coverage

Maintenance Procedure Summary

Customer Customer NICE Customer Support

Monthly Monthly As needed

Changing the Location of Database Files

NICE Customer Support

Maintenance Procedure Summary

Maintenance Procedure Summary

Maintenance Procedure Summary

SQL 2005 and SQL 2008

NICE Customer Support

Maintenance Procedure Summary

NICE Diagnostic and Monitoring Utilities

NICE Diagnostic and Monitoring Utilities

Storage Rules Validator (SRV) Log Collector V1.3

Become a Certified NICE Perform Administrator

Become a Certified NICE Perform Administrator