58618313 nice perform integration with genesys and t server

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Contents

NICE Perform® Release 3.1: Integration with Genesys T-Server (Rev. A0)

5

Contents

1Overview 11

NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Genesys T-Server Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Alcatel-Lucent OmniPCX Enterprise (4400) . . . . . . . . . . . . . . . . . . . . . . . . 15Aspect Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Aspect Spectrum (Rockwell) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Avaya Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Cisco CallManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Ericsson MX-ONE (MD110) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Genesys SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21NEC NEAX/APEX/SV7000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Nortel Communications Server (CS) 1000 . . . . . . . . . . . . . . . . . . . . . . . . . 23Siemens Hicom 300/300E/300H (International) . . . . . . . . . . . . . . . . . . . . . . 24Siemens Hicom 300E (USA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Siemens HiPath 4000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Genesys T-Server Integration Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 27Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Key Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Genesys T-Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28NiceLog (Audio Logger) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28NiceScreen Logger (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28NICE Interactions Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Genesys T-Server Equipped with Avaya PBX . . . . . . . . . . . . . . . . . . . . . . . 29Genesys T-Server Equipped with Aspect PBX . . . . . . . . . . . . . . . . . . . . . . 29Genesys T-Server Equipped with Nortel PBX . . . . . . . . . . . . . . . . . . . . . . . 29

6 Contents


Genesys T-Server Equipped with Alcatel-Lucent PBX . . . . . . . . . . . . . . . . . 30Genesys T-Server Equipped with NEC PBX . . . . . . . . . . . . . . . . . . . . . . . . 30Genesys T-Server Equipped with Ericsson PBX . . . . . . . . . . . . . . . . . . . . . 30Genesys T-Server Equipped with Siemens PBX . . . . . . . . . . . . . . . . . . . . . 30Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX . . . . . . 31Genesys T-Server Equipped with Genesys SIP Server . . . . . . . . . . . . . . . . 31Genesys T-Server Equipped with Cisco CallManager . . . . . . . . . . . . . . . . . 31

Call Types and Features Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Supported Database Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Application Level Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Limitations and Special Behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Generic CTI Driver Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36General T-Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Alcatel-Lucent Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Aspect Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Avaya Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Ericsson Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Nortel Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Siemens Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

2Genesys Switch Configuration 41

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Confirming the Switch DN Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Verifying the Genesys T-Server Configuration . . . . . . . . . . . . . . . . . . . . . . . 43

Checking Genesys T-Server Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Checking the Licenses using Genesys Configuration Manager . . . . . . . 43Checking the Licenses using FlexLM License Manager . . . . . . . . . . . . . 44

Viewing the Genesys T-Server Switch TCP Link . . . . . . . . . . . . . . . . . . . . . 45

Checking the Genesys Redundancy Server Configuration. . . . . . . . . . . . . . 47Viewing the Specific Switch Configurations . . . . . . . . . . . . . . . . . . . . . . . . . 49

Nortel Symposium Position Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 49Aspect Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

7 Contents


Cisco CallManager Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Shared Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Extension Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Testing the Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Checking the Genesys T-Server Status and Configuration . . . . . . . . . . . . . 53Testing the Device Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

3Configuring CTI Integrations for Genesys T-Server 57

Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Additional Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Defining Business Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Configuring Rejected Devices or Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Activating the Rejected Devices Real-time Plugin . . . . . . . . . . . . . . . . . 74Mapping NEQT Numbers to Trunk Groups (Alcatel Only) . . . . . . . . . . . . . . 76

Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

4Configuring Channel Mapping for Genesys 81

Overview for Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Passive VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Configuring Sources Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

8 Contents


Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Active VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

5Configuring Additional CTI Fields (Business Data) 99

Accessing Genesys Switch Information (Business Data) . . . . . . . . . . . . . . 100

6Installing the CTI Integration Software 105

Installing the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . . . 106Maintaining the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . 112

Modifying the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 112Repairing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 114Removing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 115Upgrading the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 117Verifying the Version Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

7Troubleshooting 121

Open Case Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Editing Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

8Testing and Debugging Tools 127

Genesys Support Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Logs Builder Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Setting Up the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

9 Contents


Accessing the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Setting up the NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Saving Events in a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Saving Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Saving Selected Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Sending Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Setting up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 146Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 151

AGenesys T-Server Configuration Parameters 153

Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 155Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 157Switch Driver - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160Driver Interface - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

Index 165

Blank page for double-sided printing.

Chapter 1: Overview


11

1

Overview

This guide describes the integration between the NICE Interactions Center and the Genesys T-Server.

This integration is relevant for the following versions:

• Genesys T-Server: Version 6.5.2 through 7.6.

• Redundant Genesys T-Server: Version 6.5.3 through 7.6

• NICE Perform Release 3.1

Contents

NICE Perform Site Installation Overview......................................................................12

Genesys T-Server Integration Workflow.......................................................................13

Integration Description ..................................................................................................14

Genesys T-Server Integration Architecture..................................................................27

Recording Solutions ......................................................................................................29

Call Types and Features Supported..............................................................................32

Supported Database Fields ...........................................................................................34

Application Level Interface............................................................................................35

Limitations and Special Behavior .................................................................................36

IMPORTANT This guide provides technical information only. For detailed information regarding the availability of solutions and features, refer to the EIS full products price list and the Integration Description Document (IDD). In addition, you can contact your NICE regional sales engineer.

12 Chapter 1: Overview


NICE Perform Site Installation Overview

NICE Perform Site Installation Overview

NOTE: See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow.

NiceLog High Density Logger

Install MS SQL Server 2005 and NICE Perform Databases

Interaction Capture Unit (ICU)

Legend: Prepare Machines

NICE VoIP Logger

Perform Required Installation and Acceptance Test Procedures

Install NICE Perform Applications and define in System Administrator

Install NMS and define in System Administrator

Configure and then Install CTI Integrations

Configure the NICE Interactions Center in the System Administratorthen install the NICE Interactions Center software

Install VoIP Recording Gateway (VRG) and define in System Administrator

You are Here

NiceScreenScreenSenseReporter Server

NICE Storage CenterMedia Library

Telephony ServicesAudio Analysis

Define Channel Mapping in the System Administrator

Stream Server

and define in System Administrator

- or -

- or -

Integration dependant

Install relevant optional components and define in System Administrator:

Mandatorycomponent

Optional component

Install the latest approved NICE Update

Install NICE IA Link Analysis Serveron the Data Mart Server

Connect one of the following:



Genesys T-Server Integration Workflow

Genesys T-Server Integration WorkflowThe workflow in this section describes the steps involved in integrating Genesys T-server with NICE Perform.

Click a step. The corresponding instructions appear.

Configuring CTI Integrations for Genesys T-Server

Configuring Channel Mapping for Genesys

Installing the CTI Integration Software

An Genesys site engineer must be present during the installation to assist with this phase of the installation!

Genesys Switch Configuration

Legend:

Mandatory component (with link to procedure in this publication)

Optional component

Configuring Additional CTI Fields (Business Data)



Integration Description

Integration DescriptionThe sections below summarize the various Genesys T-Server integrations:

• Alcatel-Lucent OmniPCX Enterprise (4400)

• Aspect Call Center

• Aspect Spectrum (Rockwell)

• Avaya Communication Manager

• Cisco CallManager

• Ericsson MX-ONE (MD110)

• Genesys SIP Server

• NEC NEAX/APEX/SV7000

• Nortel Communications Server (CS) 1000

• Siemens Hicom 300/300E/300H (International)

• Siemens Hicom 300E (USA)

• Siemens HiPath 4000




Alcatel-Lucent OmniPCX Enterprise (4400)

Driver Switch Configuration

Switch name and model

Alcatel-Lucent OMNIPCX Enterprise (4400)

Interface type Genesys T-Server CTI

Recording methods

• Station-side

• Trunk-side

• Passive RTP (phones with static IP addresses)

• Active RTP (via IP DR link)

Total, Interaction-based (for all recording methods)

Features Free Seating, Compound Call

CTI fields available for call search

See Supported Database Fields on page 34.

Number of business data fields available

Contact your site engineer for business data fields.

CTI fields supported by Call Flow Analysis




Aspect Call Center



Aspect Call Center


Recording methods

• Station-side

• Trunk-side












Aspect Spectrum (Rockwell)


Switch name Aspect Spectrum (Rockwell)


Recording methods

• Station-side

• Trunk-side

• Static RTP (phones with static IP addresses)

Total, Interaction-based










Avaya Communication Manager


Switch name Avaya Communication Manager


Recording methods

• Station-side

• Trunk-side


• Active RTP (active VoIP recording - via DMCC server)











Cisco CallManager



Cisco CallManager


Recording Methods


• Active RTP











Ericsson MX-ONE (MD110)



Ericsson MX-ONE (MD110)


Recording Methods

• Station-side



Features Compound Call









Genesys SIP Server



Genesys SIP Server


Recording Methods


• Active RTP











NEC NEAX/APEX/SV7000



SV7000NEAX/APEX 2400/7400ICS/MMX/IMS/IPX


Recording Methods

• Station-side

• Trunk-side

• Matrix Trunk-side












Nortel Communications Server (CS) 1000


Switch name Nortel Communications Server (CS) 1000


Recording methods

• Station-side

• Trunk-side

• Matrix Trunk-side


• Active RTP (phones with dynamic IP addresses)











Siemens Hicom 300/300E/300H (International)



Siemens Hicom 300, Siemens Hicom 300E, Siemens Hicom 300H


Recording methods

• Station-side

• Trunk-side











Siemens Hicom 300E (USA)



Siemens Hicom 300E (USA)


Recording methods

• Station-side

• Trunk-side











Siemens HiPath 4000



Siemens HiPath 4000


Recording methods

• Station-side

• Trunk-side


Total, Interaction-based









Genesys T-Server Integration Architecture

Genesys T-Server Integration ArchitectureWhen NICE Perform is integrated with the Genesys T-Server, the NICE Interactions Center communicates with the switch as illustrated in the diagram below.Figure 1-1 Genesys T-Server Integration

Workflow

The NICE Interactions Center establishes connection with the Genesys T-Server. Then, the NICE Interactions Center software registers the agent’s extension with the T-Server and starts receiving calls and agent events. This type of client model receives all the calls and agent events that occur.

The NICE Interactions Center maintains a process that reads the active QA schedule from the Interaction database:

1. If an agent will be recorded (according to one of the scheduler programs), the NICE Interactions Center sends a recording command to the audio Logger (NiceLog) and to the screen Logger (NiceScreen).

2. If the returned status from both Loggers is OK, the NICE Interactions Center locks the audio and screen data in the Loggers and stores the call details in the NICE Interactions Center.

3. The application can then query the database and perform a playback of the call. QA applications can playback voice and screen and evaluate the call using pre-defined evaluation forms.

CO

PABX

Genesys T-Server

NICE Interactions Center

NMS

Agent Extensions

(with Genesys

Trunk

LAN

Client T-Library)

NiceLog Logger



Genesys T-Server Integration Architecture

Key Components

Genesys T-Server

The Genesys T-Server is the core component of the Genesys suite. This is the component that manages the entire call flow at the Call Center, if it is configured as such. The Genesys T-Server can route calls within the PABX and perform other PABX-related tasks as well. The T-Server reports real-time CTI events to other applications in a call center, and acts as the CTI Server that is integrated with the NICE Interactions Center.

NiceLog (Audio Logger)

NiceLog is a powerful digital voice logging system. NiceLog Loggers can continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for immediate playback capability. Different Audio Loggers are available for the different recording methods (trunk, extension, VoIP).

NiceScreen Logger (optional)

The Screen Logger records agent screens and stores the data on its hard drive. The agent screen is sent from a proprietary application, which is installed on each agent workstation.

NICE Interactions Center

The NICE Interactions Center uses the Genesys T-Server interface (the T-Library) which acts as a client application that hooks into the Genesys T-Server. Through communication with the T-Server, the NICE Interactions Center software learns the call status, monitors call events and stores them in its databases. A user can then query its database, find a call and play it back. In addition, based on preconfigured settings, the NICE Interactions Center can determine whether or not a call will be recorded.



Recording Solutions

Recording SolutionsThis section describes the different recording solutions available in each configuration.

Genesys T-Server Equipped with Avaya PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Avaya PBX, the following recording modes are available:

• Extension-side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording.

• Trunk-side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and interaction-based recording. The 16 high-order bits of attribute ThisTrunk contain the Trunk Group; and the 16 low-order bits of the attribute ThisTrunk contain the Trunk Number.

Genesys T-Server Equipped with Aspect PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Aspect PBX, the following recording modes are available:

• Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording.

• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads the string and removes the T character as the Trunk Number, while the Trunk Group value is always 0.

Genesys T-Server Equipped with Nortel PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a Nortel PBX, the following recording modes are available:


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute. The driver reads a long number and transforms it into a hexadecimal value.

NOTE: This recording mode is available only from the Genesys T-Server version 6.1.008-04 and higher. Lower versions of the T-Server do not send the trunk information; therefore the NICE Interactions Center cannot record on the trunk-side.



Recording Solutions

Genesys T-Server Equipped with Alcatel-Lucent PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Alcatel-Lucent PBX, the following recording modes are available.


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. NEQT numbers must be mapped to trunk group numbers. The trunk information (NEQT number) is sent through the OtherTrunk attribute

Genesys T-Server Equipped with NEC PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the NEC PBX, the following recording modes are available.


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads a long number and the three digits on the left side represent the trunk number.

Genesys T-Server Equipped with Ericsson PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Ericsson PBX, the following recording mode is available.


Genesys T-Server Equipped with Siemens PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Siemens PBX, the following recording modes are available:


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute.



Recording Solutions

Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Aspect Spectrum (Rockwell) PBX, the following recording modes are available:


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute.

Genesys T-Server Equipped with Genesys SIP Server

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a SIP Server, the Passive VoIP recording mode is available. In Passive VoIP recording mode, the NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.

Genesys T-Server Equipped with Cisco CallManager

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a Cisco CallManager, the following recording modes are available:

• Active VoIP Recording: In Active VoIP Recording, audio packets are sent directly to the NICE VoIP Logger’s IP address, and there is no need for filtering. This connectivity is used for Total Recording and Interaction-Based Recording.

• Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.



Call Types and Features Supported


The following call types and features are supported by NICE Perform.

• Total Recording: Records all calls for all connected inputs.

• Interaction-based Recording

• Selective Recording: Records selected calls based on filter criteria.

• QA: Enables administrators to evaluate calls (via NiceUniverse).

• ROD: Enables agents to record a call on-the-fly.

The Genesys driver supports the following call scenarios:

• Simple internal/external calls: Records internal, inbound and outbound calls.

• Inbound/outbound calls to the xxx: The NICE Interactions Center enables users to specify calls to record according to a DNIS (Dialed Number Identification Service) number.

• Call Transfers: The following call transfer types are supported by the NiceLog System:

• Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B.

• Consultation Calls: For example, agent A calls a customer, and then calls agent B. Agent A then transfers the customer to agent B.

• Single Step Calls: For example, agent A calls a customer, and then transfers the call to agent B. Agent A does not wait for agent B to answer the call. If Agent B is not available, the call is disconnected.

• Conference Calls: NICE Interactions Center enables three-way conference call recording, including the following:

• Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B.

• Consultation Calls: For example, agent A calls a customer, and then calls agent B. Agent A then transfers the customer to agent B.

• Agent Login/Logout: Agents can log in and out of stations using Agent IDs (free seating). Calls are inserted into the NICE Interactions Center Calls database according to the Agent ID entered upon login. NiceLog can be commanded to record calls based on Agent IDs, and users can query calls using Agent IDs as search criteria.

NOTE: For detailed information regarding the supported features for each configuration (switch version and interface version), refer to the EIS full products price list and the Integration Description Document (IDD).

NOTE: This feature should be supported by the PBX as well. In those cases where the PBX does not supply this information, the agents can login/logout using the Genesys Desktop application. The driver then receives this information from the Genesys T-Server.




The Genesys driver supports the following features:

• Compound ID: Enables tracking of a call from the beginning to the end.

• Connection ID tracking: Follows the call events according to the Genesys ConnectionID parameter.

• Redundancy: After a failure occurs, the Genesys driver tries to reconnect to the backup T-Server automatically (and vice versa). Only one instance of the driver is running and is responsible for “both” T-Servers.

The Genesys T-Server works in two redundancy modes:

• Warm Standby: A backup T-Server begins working if the primary T-Server fails. All the call events/requests that occurred during the failure are lost and the backup T-Server will handle all new call events/requests.

• Hot Standby: A backup T-Server begins working if the primary T-Server fails. The backup T-Server is fully synchronized with the primary T-Server and will handle the call events/requests when the failure occurred.

NOTE: The Redundancy feature is supported on a project-based commitment only.



Supported Database Fields

Supported Database FieldsThe supported database fields can change depending on the CTI information supported by the switch and the switch configuration. If supported, Table 1-1: Supported Database Fields lists CTI data from the Genesys switch that is automatically entered into the NICE Interactions Center. From the Business Analyzer, this information can be queried for further analysis.

Additional CTI Fields (Business Data)

You customize your site’s database by including CTI data that is available from your switch and is not automatically entered into the NICE Interactions Center.

In the System Administrator, you define a new data field (Reserved Column) for the additional CTI data you want to include. You then map each Reserved Column to a corresponding Optional ID, according to the size (bytes) of the CTI data from the switch.

To configure the additional CTI fields, see Configuring Additional CTI Fields (Business Data) on page 99.

Table 1-1: Supported Database Fields

Genesys Field Name

NICE Perform Database Fields Description

Station nvcStation Participant Station

Phone number nvcPhoneNumber Participant Phone Number

Direction tiCallDirectionTypeID Segment Call Direction Type ID

Call ID iPBXCallID Segment Switch Call ID

Connection ID Can be defined manually as User Data

UCID vcPBXUniversalCallInteractionID UNID

Agent ID nvcAgentId Participant Agent ID

DNIS DNIS Dialed Number Identification Service

Trunk Information

vcTrunkGroup Participant Trunk Group

vcTrunkNumber Participant Trunk Number

User Data (No default field since it is user defined)



Application Level Interface

Application Level InterfaceGenesys T-Server supports the following:

• Monitoring Devices: The driver sends monitor requests for the devices in the Monitored Devices list only.

• Business Data Configuration: A CTI system can add data to the call segment via CTI desktop applications such as soft phones or Agent Desktop applications. To view this data in the NICE Interactions Center database, you must map these variables to the NICE Interactions Center variables. Business data can be a credit card number, transaction information, or any field defined specifically for this purpose.

The Genesys T-Server can be configured to send this information to its client applications. The User Data information is sent in the following format:

Key Name & Key Value

For example: Credit_Card_Number = 1234567

See Configuring Additional CTI Fields (Business Data) on page 99.

NOTE: Each DN that will be monitored (recorded) by the NICE Systems requires a license from Genesys.In Service Observation (by device) and Single Step Conference (by call) DMCC recording, each virtual device that will be configured in the CTI and will be filtered by the driver requires a license from Genesys as well.



Limitations and Special Behavior

Limitations and Special BehaviorThis section describes the behavior and limitations of each switch when the Genesys driver is integrated into the environment.

Generic CTI Driver Limitations

This section describes the known CTI driver limitations.

• Wrong direction in the following scenario: A customer calls a supervisor; the supervisor calls an agent and then transfers the call. The Generic driver cannot predict the direction of the call between the agent and the customer (if the call is Outgoing or Incoming) because the Generic driver does not know the direction of the first call (between the supervisor and the customer). The driver assigns this call as Outgoing by default.

General T-Server Limitations

• In Transfer and Conference calls, the direction after the Transfer/Conference may be incorrect. This occurs because Genesys keeps the first call direction in all the segments of a complex call. For example: If a call starts as Internal and then the consultation phase is Outbound, then at times the Transfer/Conference is reported as Internal instead of Outgoing.

• In Blind Transfer/Conference calls to an unmonitored device, and if the target does not answer, the driver still opens a segment to the target device (if there is another party in the call that is being monitored). A dummy segment then appears in the database for the scenario.

Alcatel-Lucent Limitations

• Alcatel-Lucent OMNIPLX 4400 LX is not supported.

• The Alcatel-Lucent driver does not support T1 trunk-side recording, and only supports E1 trunk-side recording.

• There is a limitation when agent A1 calls agent A2, agent A2 does not answer and the call is diverted to agent A3, and then agent A1 blindly transfers the call to customer C1. The A3 OUT C1 report is missing from the database and the audio is not in the Compound call. The End Compound report appears when the call between agent A3 and customer C1 ends. Genesys switches the Originator and Destination DN when the transfer takes place.

NOTE: This occurs because Genesys sends established events only on the device that is answering. If the device that answers is unmonitored, the Genesys T-Server will not establish the event. Therefore, the Genesys driver establishes the call in all cases. When the other side closes the call, then the segment will be closed.




• There is a limitation when agent A1 calls customer C1 and then blindly transfers the call to agent A2 who does not answer, and the call is diverted to Agent A3 who answers. The End Compound report is missing from the database. The expected results are as follows:

• A1 OUT C1, TS

• A1 OUT C1, D

Aspect Limitations

• The availability of ANI and DNIS depends on the specific switch configuration.

• Aspect generates an Offered event with the same Call ID as the Transfer event. The following may therefore occur. An agent A1 calls a customer C1 and blindly transfers him to agent A2 (using CCT). Agent A2 talks to the customer. The call direction is recorded as IN, even though the direction of the first call is OUT.

• Analog extensions will not be recorded/

Avaya Limitations

• There is a limitation when a customer calls monitored agent A1, and agent A1 presses the Park Call button and performs a consultation transfer to monitored agent A2. While agent A1 is connected to agent A2, agent A1 again presses the Park Call button. Agent A2 is disconnected from the call and agent A1 retrieves the connection to the external party. At this point call recording stops.

Ericsson Limitations

• Free seating and Agent ID information is only supported on the MD110 MX-ONE when the DAC features are available on the MD110 MX-ONE and the CCA is installed too.

Nortel Limitations

• In Nortel switches with Meridian Link version 5C or Symposium Call Center 4.0 and higher, login information is sent by the Genesys T-Server when the agent manually logs into the phone. However, in earlier versions, the login information is not sent when the agent manually logs into the phone.

• In all versions, login information is sent by the Genesys T-Server when the agent logs into the phone using the Genesys SoftPhone.

• There is a limitation when agents A and B are on an internal call and either one of the agents transfers the call to either a customer or supervisor. Only the call between the two agents is reported, and there is a transfer flag.

NOTE: The second Compound call is reported with direction INTRN, as there is no information re the device type.




• There is a limitation when agents A and B are on an internal call and either one of the agents initiates a conference call to either a customer or supervisor (C). The call from the agent to C is not reported.

• Agent A1 and customer or supervisor C1 are engaged in a call.There are several limitations when:

• C1 transfers the call blind to another customer or supervisor C2, that is, without establishing a connection with C2. The call between A1 and C1 is only closed when the call with C2 is closed.

• Either A1 or C1 initiates a call transfer, speaks to a customer or supervisor C2 and then transfers the call. There is no transfer flag for the call between A1 and C1.

• MEI Server issues:

• The AutoClean process on the MEI server, which runs every day at midnight, may trigger a shutdown message.

• In Backup mode, when shutting down the MEI server, the TCP connection breaks. No shutdown message is sent to the driver.

• Disabling the high-speed link may trigger a shutdown message.




Siemens Limitations

• A parked call to a supervisor is not supported, and after the park, the call will not be recorded. After the supervisor picks up the parked call, the call will not be recorded even if the other participant of the call is an agent.

• Trunk information is not always reported. The switch reports trunk information in the following events only:

• outbound scenarios - networked reached events

• incoming scenarios - ringing events.

If the Genesys driver does not receive trunk information on these events from the T-Server, the trunks will not be recorded. For example: A customer calls a supervisor, and then the supervisor transfers the customer to an agent, the trunk information is not reported by Genesys.

Chapter 2: Genesys Switch Configuration


41

2

Genesys Switch Configuration

Contents

Overview..........................................................................................................................42

Confirming the Switch DN Configuration.....................................................................42

Verifying the Genesys T-Server Configuration ............................................................43

Checking the Genesys Redundancy Server Configuration........................................47

Viewing the Specific Switch Configurations................................................................49

Testing the Genesys Configuration ..............................................................................53

IMPORTANT This chapter provides information for NICE Perform site engineers. The actual switch configuration is performed by the Genesys site engineer only.

42 Chapter 2: Genesys Switch Configuration


Overview

OverviewThere are several procedures that must be followed to check the switch and Genesys T-Server configuration. These procedures apply to all the types of Genesys T-Server applications.

• Confirming the Switch DN Configuration

• Verifying the Genesys T-Server Configuration

• Checking the Genesys Redundancy Server Configuration

• Viewing the Specific Switch Configurations

• Testing the Genesys Configuration

Confirming the Switch DN ConfigurationThe DNs or devices are configured in the Genesys Configuration Manager. It is useful to check this information if there are no events for specific devices.

For switch-specific procedures, see Viewing the Specific Switch Configurations.

To check the DN configurations:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Switch > DNs.

A list of the configured DNs appears in the right-hand pane.Figure 2-1 Genesys Configuration Manager - DNs

2. Verify that all the monitored DNs appear.



Verifying the Genesys T-Server Configuration

Verifying the Genesys T-Server ConfigurationIt is important to check the following:

• Checking Genesys T-Server Licenses

• Viewing the Genesys T-Server Switch TCP Link

Checking Genesys T-Server Licenses

To enable NICE System to monitor interactions in the Genesys T-Server environment, you must obtain right to monitor licenses from Genesys for monitoring devices and agent seats.

The two types of monitoring licenses are:

• tserver_tdn: Used for monitoring devices.

• tserver_sdn: Used for monitoring agent seats.

These licenses enable NICE to monitor all available PABX devices (agent extension, positions, VDNs, ACD/Queue, IVR/VRU ports, other routing entities, and so on) and provide full support for CTI features, including compound call, tracking, call direction and trunk information.

You must ensure that there are sufficient licenses as follows:

• Checking the Licenses using Genesys Configuration Manager

• Checking the Licenses using FlexLM License Manager

Checking the Licenses using Genesys Configuration Manager

You can check the license information in the Genesys Configuration Manager.

To check the Genesys licenses:

1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located.

2. Right-click on the required Genesys T-Server Application, and click Properties.

3. Select the Options tab.

4. Select license from the dropdown list.

The following window appears.




Figure 2-2 Genesys Configuration Manager - Licenses

5. Verify that there are sufficient licenses.

Checking the Licenses using FlexLM License Manager

The FlexLM License Server enables you to check how many of these licenses have been issued and how many are in use when the Genesys T-Server Application is running.

To check the Genesys licenses:

1. Make sure that the Genesys T-Server is running.

2. In the LMTOOLs window, select the Server Status tab.





Figure 2-3 LMTOOLS - Server Status

3. Verify that there are sufficient licenses. For example, in this example, you can monitor a total of 200 DNs, of which 102 licenses are currently in use.

Viewing the Genesys T-Server Switch TCP Link

The Genesys T-Server is connected to the switch via a TCP link.

For Avaya, this information should also be checked against the information configured on the switch end, that is, the CTI link for the MAPD card.

To check the link-tcp:



3. Select the Options tab.

4. Select link-tcp from the dropdown list.





Figure 2-4 Genesys Configuration Manager - TCP Switch Link

5. Check the following information in the window:

• hostname: IP address of the switch

• link-number: Link number to the switch

• port: Port number used to communicate with the switch



Checking the Genesys Redundancy Server Configuration

Checking the Genesys Redundancy Server ConfigurationThe Genesys T-Server works in a warm or hot standby redundancy mode. You configure this information when you create a new CTI Interface. See Configuring a New CTI Connection on page 58.

To check the Genesys redundancy server configuration on the primary T-Server:



3. Select the Server Info tab.

The following window appears.Figure 2-5 Genesys Configuration Manager - Redundancy - Primary Server

4. Select the required Backup server from the Backup Server dropdown list.

5. Select the redundancy type from the Redundancy Type dropdown list.

To check the Genesys redundancy server configuration on the backup T-Server:



3. Select the Server Info tab.

IMPORTANT Verify that the cti_ha_option parameter appears in the Genesys monitoring license. This parameter enables redundancy. See Checking Genesys T-Server Licenses on page 43.



Checking the Genesys Redundancy Server Configuration

The following window appears.Figure 2-6 Genesys Configuration Manager - Redundancy - Backup Server

4. Select the redundancy type from the Redundancy Type dropdown list.

NOTE: The redundancy type can be Hot StandBy or Warm StandBy and both Genesys T-Servers must have the same redundancy type.



Viewing the Specific Switch Configurations

Viewing the Specific Switch ConfigurationsThere are configuration procedures that are specific to certain switch types. The following switch-specific configurations are described:

• Nortel Symposium Position Configuration

• Aspect Agent Configuration

• Cisco CallManager Configuration

Nortel Symposium Position Configuration

Extensions must be associated with ACD positions, and vice-versa, for the Nortel switch.

To check the position configurations:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Nortel Switch > DNs.

A list of the configured devices appears in the right-hand pane.Figure 2-7 Genesys Configuration Manager - Nortel

2. Double-click on an ACD position.

A window appears, displaying the ACD position properties, including the associated extension.




Figure 2-8 Genesys Configuration Manager - ACD Position Properties

3. Click Cancel to close the window.

4. Double-click on an extension.

A window appears, displaying the extension properties, including the associated ACD position.Figure 2-9 Genesys Configuration Manager - Extension Properties

5. Click Cancel to close the window.




Aspect Agent Configuration

Agent logins must be defined for the Aspect switch.

To check the agent configurations:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Aspect Switch > Agent Logins.

A list of the configured agent logins appears in the right-hand pane.Figure 2-10 Genesys Configuration Manager - Aspect

2. Verify that all the monitored agents appear.

Cisco CallManager Configuration

T-Server for Cisco CallManager supports Shared Lines and Extension Mobility configurations. These configurations are described in this section. To check the Cisco CallManager configuration, see page 52.

Shared Lines

The Cisco CallManager configuration supports Shared Lines, which enables more than one agent to share one line. Incoming calls to Shared Lines arrive directly to the Shared Line DN.

Configurations for Shared Line DNs are:

• Using MAC address suffixes as a part of the DN number.

• Using user-friendly suffixes on multi-line IP phones with a unique DN on a second line.

Both configurations can be implemented simultaneously at the same site.




Extension Mobility

T-Server for Cisco CallManager supports Cisco’s Extension Mobility (EM), which enables dynamically assigning an EM profile number to a different telephone set. DNs with an assigned EM profile number do not appear differently in the Genesys Configuration Manager.

To view configured devices, see the procedure below.

To check the configured devices:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Cisco Switch > DNs.

A list of the configured devices appears in the right-hand pane.Figure 2-11 Genesys Configuration Manager - Cisco CallManager

2. Verify that all the monitored DNs appear.

Shared lines with MAC address



Testing the Genesys Configuration

Testing the Genesys ConfigurationYou can test the configuration as follows:

• Checking the Genesys T-Server Status and Configuration

• Testing the Device Configuration

Checking the Genesys T-Server Status and Configuration

The Genesys Solution Control Interface (SCI) is used to start up, shut down and monitor the Genesys T-Server. You can use the SCI to check the T-Server logs and troubleshoot.

To test the Genesys T-Server link configuration:

1. In the Genesys Solution Control Interface, expand the tree and select the required Genesys T-Server.

The following window appears.Figure 2-12 Genesys Solution Control Interface

2. Check the following key information:

• Status: Whether the T-Server is started or stopped.

• Mode: Whether the T-Server is operating as the primary or backup server.

• Host: Name or IP address of the T-Server. For the primary and standby T-Server, you define this value when you create a new CTI Interface (see Figure 3-9 on page 58).




• Port: The T-Server port ID. This information is used in the windows described above.

• Backup Server: The standby server, if specified.

Testing the Device Configuration

The Genesys ActiveX Desktop Toolkit StarterApp enables you to connect to the Genesys T-Server and monitor extensions, perform agent login, get business data, initiate and answer calls, and so on. This StarterApp toolkit is located on the Genesys installation DVD.

To test a device:

1. Launch the Starter Application and select the Settings icon.

2. In the Connection tab, enter the T-Server Host and Port, and then click Connect.Figure 2-13 Settings Window - Connection Tab

3. Select the DN tab.Figure 2-14 Settings Window - DN Tab

4. Enter the Directory Number and Type, click Register and OK.

The DN is registered.

5. Open the Event Log.




Figure 2-15 Event Log

6. Enter the extension number and click Dial.

Genesys StarterApp dials the designated number, and events are generated.Figure 2-16 Genesys StarterApp

7. Expand the branches in the Event Log (Figure 2-15) to view the generated events.

3

Configuring CTI Integrations for Genesys T-Server

This chapter describes the procedures for integrating Genesys T-Server with NICE Perform Release 3.1.

Contents

Before you Begin............................................................................................................58SNMP Service Installation..........................................................................................58

Configuring a New CTI Connection ..............................................................................58

Additional Configurations..............................................................................................70Defining Business Data Fields ...................................................................................70Configuring Rejected Devices or Trunks....................................................................71

Activating the Rejected Devices Real-time Plugin...............................................74Mapping NEQT Numbers to Trunk Groups (Alcatel Only) .........................................76

Verifying the CTI Integration..........................................................................................78

Configuring Individual Components.............................................................................79

IMPORTANT You must install and configure Genesys T-Server before you configure the NICE Perform integration with it. See Genesys Switch Configuration on page 41.

Chapter 3: Configuring CTI Integrations for Genesys T-Server


57

Before you Begin

Before you BeginBefore you begin, ensure that the Genesys T-Server is installed and configured by a Genesys technician using the Configuration Management Environment (CME) or configuration files:

• Configuration Management Environment (CME). The CME is an interface application that maintains all the configuration of the Genesys suite.

The following configuration parameters should be obtained from the CME or the configuration files:

• IP address and port of the T-Server

• IP address and port of the warm or hot standby T-Server (if operating with redundancy)

• Monitored devices

• User data (business data)

• Ensure that the site has sufficient number of Genesys T-Server licenses.

• Complete SNMP Service Installation below.

SNMP Service Installation

Before installing the integration software make sure that the SNMP Service is installed on your computer.

Configuring a New CTI Connection

The CTI Connection defines the actual CTI Server with which the system integrates. For every CTI Interface, a telephony switch is configured. This is the physical server on which the CTI Interface is installed. More than one interface may be installed on the same telephony switch, it is therefore important when configuring the CTI Interface that the correct telephony switch is defined.

The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is not suitable because of site considerations or other factors, configure the CTI Interface, the Connection Manager, and the Driver separately, as described in Configuring Individual Components on page 79.

IMPORTANTThis information should be retrieved by the Genesys site engineer.

NOTE: All system components must also be associated with each other appropriately.

NOTE: It is important that the Genesys site engineer is present during the installation.

58 Chapter 3: Configuring CTI Integrations for Genesys T-Server



The CTI Connection wizard enables you to define the CTI Interface, the Connection Manager, and the Driver. Follow the procedure below.

To configure the CTI Connection:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.Figure 3-1 Technician Mode

2. In the Organization tree, select CTI Integrations. Figure 3-2 CTI Integrations Selected

3. In the Details Pane, click .

-or-

From the Actions menu, select New CTI Connection.Figure 3-3 Action Menu

The Set New CTI Connection Wizard starts.

IMPORTANT Before you begin, verify that the CLS is configured in the System Administrator.




Figure 3-4 Set New CTI Connection Wizard - Introduction

4. Click Next.

The CLS and Telephony Switch definitions window appears. Figure 3-5 CLS and Telephony Switch Definitions Window

5. Click the Attach CTI to CLS drop-down list, and select the relevant CLS Server.

Progress bar through the Wizard




6. Click the Telephony Switch Type drop-down list, and select the telephony switch type at the site. In the example below, Ericsson is selected.Figure 3-6 CLS and Telephony Switch Definitions Window - Selecting Ericsson

The telephony switch name appears in the Switch Name field.

Continue as follows:

• To define a new telephony switch, see Step 7 on page 61.

• To select an existing switch, see Step 8 on page 62.

7. To define a new telephony switch, do the following:

7.1. Make sure that Define new telephony switch is selected.

7.2. In the CLS Reporting Type drop-down list, select CTI or CDR, depending on which reporting type is supported by the switch.

IMPORTANT When working in multiple driver systems, each driver has to have its own physical switch ID number.

Select Define New Telephony Switch




7.3. (Optional) To disable advanced CLS Reporting options, click Advanced.

In the Agent Logon Mode area, clear the checkboxes to disable the following logon options:• To the same station again - allows agents to log in to the same workstation

more than once.• To more than one station - allows agents to log in to more than one

workstation.• To a station another agent is logged into - allows more than one agent to

log in to one workstation.

7.4. Continue with Step 9 on page 63.8. To use an existing telephony switch, do the following:

8.1. Select Use existing Telephony Switch.

A drop-down list of existing telephony switches appears.

8.2. Click the drop-down list and select the relevant telephony switch.Figure 3-7 CLS and Telephony Switch Definitions Window

NOTE: It is recommended that you leave all three Agent Logon modes selected.

Select Use existingTelephonySwitch




8.3. Continue with Step 9 on page 63.9. Click Next.

The CTI Interface type window appears.Figure 3-8 CTI Interface Type Window

• In the Telephony Switch and CTI Interface Type area, make sure that Genesys is selected.

10. Click Next.

The CTI Interface information window appears.




Figure 3-9 CTI Interface Information Window

In the Interface Connection Details area, all mandatory parameters appear in bold.

11. Enter the mandatory parameters described in Table 3-1 below by completing the following:

11.1. In the Parameter column, double-click the parameter.

The Switch Connection Parameter window appears.Figure 3-10 Switch Connection Parameter window

11.2. Enter or select the correct value, and click OK.

12. Leave the default settings for the Additional Interface Parameters.

Table 3-1: Mandatory Parameters for Genesys T-Server

Parameter Description

SwitchAddress Genesys T-Server IP address

PortID Genesys T-Server IP port ID




13. (Redundancy only) To configure the redundant Genesys T-Server, complete the following:

13.1. Clear the Show only required parameters checkbox.

The UseRedundancyMechanism parameter appears.Figure 3-11 Required Redundancy Parameters

13.2. Double-click UseRedundancyMechanism and select Yes from the Value drop-down list.

The parameters to configure the secondary IP address and port appear.

Clear thischeckbox




Figure 3-12 Required Redundancy Parameters

13.3. Repeat Step 11 on page 64 for the secondary IP address and secondary port.

14. Click Next.

The Switch Devices Configuration window appears. Figure 3-13 Switch Devices Configuration Window

RequiredRedundancyParameters




15. Click Next.

The Optional Features window appears.Figure 3-14 Optional Features Window

16. Continue as follows:

• If you require none of the above options, continue with Step 17 on page 67.• To define Business Data, select Business Data Fields Definition and continue with

Defining Business Data Fields on page 70.• If you require rejected devices or trunks, select Rejected Devices and continue with

Configuring Rejected Devices or Trunks on page 71.

• If the telephony switch is Alcatel, select Trunk Group and continue with Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 76.

• If you require Call Flow Analysis, select Call Flow Analysis. The Call Flow Analysis is automatically defined. Continue with Step 17 on page 67.

17. Click Next.




The Select a Connection Manager window appears.Figure 3-15 Select a Connection Manager

• To create a new Connection Manager, complete the following:

• Select Create a new Connection Manager.

• From the Port drop-down list, select an available port that is not listed in the Ports in Use area.

• To select an available Connection Manager, complete the following:

• Select Select available Connection Manager.

• From the Port in use area, select the appropriate port.

18. Click Next.

Ports in Use

IMPORTANT If no Connection Manager currently exists in your site, this window does not appear.




The Summary window appears.Figure 3-16 Summary Window

19. Click Finish.

The new CTI Connection appears on the CTI Integrations - Summary tab.

20. (For an Avaya DMCC configuration only) To enable Single-Step Conference recording mode, you need to edit the configuration of the switch driver interface. See the description of PassOriginalCallID on page 163.



Additional Configurations

Additional ConfigurationsDefining Business Data Fields

Business Data fields are dynamic, depending on the Genesys T-Server configuration. Ask the Genesys site engineer for more information regarding the specific Business Data that you can configure.

To define Business Data for Genesys T-Server:

1. Expand the Business Data Fields Definition area.Figure 3-17 Business Data Fields Definition

2. Click Add.

The Add window appears.Figure 3-18 Business Data Field Window - Add

3. Using the information provided by the Genesys site engineer, complete the following:

3.1. In the Name field, enter the parameter name.




3.2. In the Type field, select one of the following:

• String

• Integer

• Binary

3.3. Click OK.

The Business Data field appears in the list.

Configuring Rejected Devices or Trunks

When you have two parallel CTI integrations, such as a simple integration and a Dialer integration, you need to make sure that only the relevant devices or trunks are monitored for each integration. You can reject (filter out) the devices or trunks that are monitored in one integration so that they will not be monitored in the other integration.

To configure Rejected Devices or Trunks:

1. In the Rejected Devices area, add the devices and trunks you need to filter from the integration.

• For rejected devices, enter the rejected device ID.

• For rejected trunks, enter the rejected trunks using the following formula:

T/Trunk group number/#/Time slot

2. Continue with the relevant procedure:• To add rejected devices/trunks, select the relevant procedure:

• To add a single rejected device/trunk, continue with Step 3 on page 72.

• To add a range of rejected devices/trunks, continue with Step 4 on page 72.

• To import a file of rejected devices/trunks, continue with Step 5 on page 73.

• To search for a rejected device/trunk, continue with Step 6 on page 73.• To delete rejected devices/trunks, continue with Step 7 on page 73.

IMPORTANT Activation of this Real-Time plugin only takes place after you select it in the Driver configuration, see Activating the Rejected Devices Real-time Plugin on page 74.

EXAMPLE: To reject all trunks in Trunk Group 5, enter - T5#*To reject all trunks, enter - T*#*To reject trunk numbers 3 to 6 in trunk group 7, enter - T7#3, T7#4, T7#5 and T7#6




Figure 3-19 Connection Manager Switches Configuration Window

3. To add a rejected device/trunk, click Add. The Add Rejected Device window appears. Figure 3-20 Add Rejected Device Window

• In the Device field, enter the device number and click OK.

4. To add a range of rejected devices, click Add Range. The Rejected Devices window appears. Figure 3-21 Add Range of Rejected Devices Window

• Complete the information and click OK.

NOTE: You cannot add a range of rejected trunks using this method. You can, however, import a file with a list of rejected trunks.




5. To import a file of rejected devices/trunks, click Import.

The Import Rejected Devices List window appears. Figure 3-22 Import Rejected Devices List Window

• Complete the information and click OK.

The rejected devices appear in the Devices list.

6. To search for a rejected device/trunk, click .

The Search For Device window appears. Figure 3-23 Search For Device Window

6.1. In the Device field, enter the device ID or trunk information.

6.2. Click OK.

7. To delete devices or trunks, select the devices or trunks that you want to delete and click .

All rejected trunks and devices appear in the Devices list.

NOTE: Use this method to import a file of rejected trunks.

NOTE: The devices and trunks are deleted with no warning message.




Figure 3-24 Rejected Devices

8. If you are configuring the New CTI Connection wizard, continue with Step 17 on page 67.9. After you have configured the New CTI Connection wizard, continue with Activating the

Rejected Devices Real-time Plugin on page 74.

Activating the Rejected Devices Real-time Plugin

Activation of this Rejected Devices Real-Time Plugin only takes place after you select it in the Driver configuration. Follow the procedure below.

To define rejected devices and trunks:

1. In the Organization tree, select CTI Integrations > Drivers > the relevant driver associated with the Genesys T-Server. The selected driver definitions appears.Figure 3-25 Driver General Information Window




2. Click the Interfaces tab.Figure 3-26 Attach Driver Interfaces Window

3. Select the relevant CTI Interface and click .

4. Expand Driver Real-time Plugins.Figure 3-27 Driver Real-Time Plugins Area

5. Select Rejected Devices.

6. Click OK.

Select the relevant CTI Interface

Select Rejected Devices




Mapping NEQT Numbers to Trunk Groups (Alcatel Only)

In the Alcatel integration, trunk information is reported in paired numbers, each comprised of the NEQT number and timeslot. To enable NICE Perform to receive complete CTI information, you must define the NEQT number and map it to a trunk group. The NEQT number is reported by the CTI Interface, and will be used by the RCM (Resource Call Manager) to map the call's audio.

To map NEQT numbers to trunk groups:

1. Expand the Trunk Groups Definition Neqt area.Figure 3-28 Trunk Groups Definition NEQT

2. Click Add.

The Trunk Group - Add window appears.

TIP: You create the trunk group in System Administrator under Master Site > CLS Definitions > Channel Mapping. For information about this, see the Channel Mapping Guide.




Figure 3-29 Trunk Group - Add Window

2.1. In the Neqt number, Number of neqt to add, and Trunk Group fields, enter the values. You obtain these values from the Alcatel-Lucent switch. For more information, see the Integration with Alcatel-Lucent guide.

2.2. Click OK.

3. Click Next to continue to selecting a Connection Manager. See Figure 3-15 on page 68.



Verifying the CTI Integration

Verifying the CTI IntegrationThis procedure describes how to verify that all the relevant system components have been attached.

To verify that all system components have been attached:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations and select CTI Integrations.

2. Click the Diagram tab.

A diagram of the Avaya PC integration appears.Figure 3-30 CTI Integrations Diagram

NOTE: This diagram only displays the connection layout. IT DOES NOT notify you if the connection between the different components is established or not!



Configuring Individual Components

Configuring Individual ComponentsThe recommended CTI Integration workflow configures the complete CTI connection using the New CTI Connection wizard (see Configuring a New CTI Connection on page 58).

If this wizard is not suitable due to site considerations or other factors, you must configure each component individually.

The table below (Table 3-2: Individual CTI Components) provides you with the relevant path for each individual component’s wizard, in the System Administrator application.

IMPORTANT Make sure that you have the required prerequisite information for each wizard before you begin. See the table below for this information.

Table 3-2: Individual CTI Components

Wizard Required Information Path

CTI Interface • IP Address and port of the T-Server

• IP address and port of the warm or hot standby T-Server, if redundancy is used

• Monitored devices

• Recording Method

Select CTI Integrations > CTI Interfaces. Then, from the Actions menu, select New CTI Interface.

Connection Manager

• The name of the Connection Manager

• Default port number - 62094

• The IP address or Host Name where the Connection Manager is installed

• Reporting levels for all messages, if different from the defaults

• If any Connection Manager parameters need to be defined, their names and values

• The CTI Interfaces that are connected to the Connection Manager and any parameters and their values that might need to be customized.

Select CTI Integrations > Connection Managers. Then, from the Actions menu, select New Connection Manager.



Configuring Individual Components

For detailed information, see the System Administrator’s Guide.

Driver • The name of the driver

• The IP address or Host Name where the driver is installed

• The NICE Interactions Center servers connected to the driver

• Reporting levels for all messages, if different from the defaults

• If any driver parameters need to be defined, their names and values

• The CTI Interface that will be connected to the driver

Select CTI Integrations > Drivers. Then, from the Actions menu, select New Driver.

Table 3-2: Individual CTI Components (Continued)

Wizard Required Information Path



Chapter 4: Configuring Channel Mapping for Genesys


81

4

Configuring Channel Mapping for Genesys

This chapter describes the procedures required to configure the channel mapping. Select the relevant channel-mapping method according to your required recording type.

Contents

Overview for Channel Mapping.....................................................................................82

Extension-Side Recording.............................................................................................83Configuring Channels Definition.................................................................................83Configuring Sources Definition...................................................................................84Configuring Static Mapping ........................................................................................85

Trunk-Side Recording ....................................................................................................86Configuring Channels Definition.................................................................................86Configuring Sources Definition...................................................................................87Configuring Static Mapping ........................................................................................88

Passive VoIP Devices .....................................................................................................89Configuring Sources Definitions.................................................................................91Configuring Static Mapping ........................................................................................92Configuring Dynamic Mapping ...................................................................................92

Active VoIP Devices........................................................................................................94Configuring Channels Definition.................................................................................94Configuring Sources Definition...................................................................................95Configuring Static Mapping ........................................................................................97Configuring Dynamic Mapping ...................................................................................97

82 Chapter 4: Configuring Channel Mapping for Genesys


Overview for Channel Mapping

Overview for Channel MappingThis chapter describes the procedures required to configure the channel mapping:

• Channels Definition

• Sources Definition

• Static Mapping

• Dynamic Mapping

To define channel mapping:

1. Define Logger Channels

All Audio Loggers must be defined in the Channels Definition branch of the Channel Mapping definition.

When defining the Logger’s channels, the definitions you make in the System Administrator must be identical to the configuration of the Logger! Determine the information below about the Logger before proceeding!

The Logger types are the available channels in time slots from the trunks that are to be recorded.

Logger types are listed in the System Administrator Guide.

2. Define Sources

Sources are two device data types, or workstation data definition to be recorded on the Logger. Each Source must be defined in the Sources Definition branch of the Channel Mapping definition.

3. Map Channels to Sources

Depending on the types of channels and sources, this is done using either Static or Dynamic mapping.

4. Update the CLS

The CLS must be updated with the new definitions. System Administrator Guide.



Extension-Side Recording

Extension-Side Recording When the source of the recording is extension-side, follow the below procedures. See the Channel Mapping Guide for detailed procedures.

Configuring Channels Definition

To configure Channels Definition:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition.Figure 4-1 Channels Definition Branch

2. In the Channels Definition section, click the relevant logger.

3. In the Update Channel Details window, define the Channels. Figure 4-2 Update Channel Details Window

3.1. From the Recording Type drop-down list, select the relevant recording type:

• Plain (Total Recording)

• Time Selective (Interaction-based Recording)

3.2. From the Summation Support drop-down list, select the relevant settings:

• If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes.

Select Plain (Total) or Time Selective (Interaction-based)




• If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.)

3.3. (Optional) If your site requires Inserter Support, in the Inserter Support drop-down list, select Yes.

4. Click to save all changes.

5. Proceed to configure source definitions, see Configuring Sources Definition on page 84.

Configuring Sources Definition

To configure Sources Definition:

1. In the Organization tree, expand the Sources Definition branch.

2. Define the Sources, either using the Wizard or manually .Figure 4-3 Source Type Selection Window


4. Proceed to configure source definitions, see Configuring Static Mapping on page 85.

NOTE: Inserter Support is only applicable for Plain (Total-Recording) channels.

NOTE: Do not click the update configuration button until you have completed all the channel mapping procedures.


Select Extension




Configuring Static Mapping

To configure Static Mapping:

1. In the Organization tree, expand the Static Mapping branch.

2. Define Static Channel Mapping. Follow the standard Static Mapping procedures.

3. After defining the channels and attaching the sources, click Save.

4. Click the button. This updates the CLS Server with the new mapping definitions.Figure 4-4 Update Configuration

NOTE: Extensions cannot be mapped using Dynamic Mapping.

Save button

Update Configuration button



Trunk-Side Recording

Trunk-Side RecordingWhen the source of the recording is trunk-side, following the below procedures. See the Channel Mapping Guide for detailed procedures.





3. In the Update Channel Details window, define the Channels. Figure 4-6 Update Channel Details Window

3.1. From the Recording Type drop-down list, select the relevant recording type:

• Plain (Total Recording)

• Time Selective (Interaction-based Recording)

• Digital Matrix

3.2. From the Summation Support drop-down list, select the relevant settings:

• If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes.

Select Plain (Total Recording) or Time Selective (Interaction-based Recording) or Digital Matrix




• If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.)







2. Define the Sources (the trunks) either using the Wizard or manually .Figure 4-7 Source Type Selection Window


4. Proceed to configure source definitions, see Configuring Static Mapping on page 88.

NOTE: Inserter Support is only applicable for Plain (Total Recording) channels.



Select Trunk










NOTE: Plain (Total Recording) or Time Selective (Interaction-based Recording) recording channels cannot be mapped using Dynamic Channel mapping.

Save button




Passive VoIP Devices

Passive VoIP DevicesThere are two types of Passive VoIP Device recording channels:

• Total Recording (Plain)- uses Static Mapping

• Selective Recording (Interaction-based) - uses either Static Mapping or Dynamic Mapping

To record Passive VoIP Devices, follow the below procedures. See the Channel Mapping Guide for detailed procedures.


To define channels definition:



3. In the Update Channel Details window, define the Channels.

NOTE: When both Total Recording and Interaction-based Recording are required, you can configure them at the same time.

Total-Recording Workflow Selective (Interaction-based) Recording Workflow

Channels Definition Channels Definition

Sources Definition Sources Definition

Static Mapping Static Mapping Dynamic Mapping

OR




Figure 4-10 Update Channel Details Window

3.1. From the Recording Type drop-down list, select Passive VoIP.

3.2. For Total Recording:

• In the Number of Total Passive VoIP Channels field, enter the relevant number of channels.

• In the Number of Selective Passive VoIP Channels field, enter 0.

3.3. For Selective Recording:

• In the Number of Total Passive VoIP Channels field, enter 0.

• In the Number of Selective (Interaction-based) Passive VoIP Channels field, enter the relevant number of channels.

3.4. Speaker Separation Support depends on the Logger configuration:

• If the source needs to be summed, select No.

• If the logger was set to record Rx and Tx, select Yes.



5. Proceed to configure source definitions, see Configuring Sources Definitions on page 91.



Select Passive VoIP




Configuring Sources Definitions



2. Define the Sources in one of the following ways:

2.1. Import source definitions directly from the Integrations (Switches):

2.1.1. Expand the relevant Sources attached to physical Switch.

2.1.2. Click and run the Import from Integrations wizard. Figure 4-11 Update Channel Details Window - Import from Integrations

-or-

2.2. Define sources that are attached to a physical switch using either the Wizard or

manually .

Figure 4-12 Source Type Selection Window


NOTE: You must enter a static IP address for each device.


Import from Integrations

Select Passive VoIP Devices




4. Proceed to configure static mapping, Configuring Static Mapping on page 92, or dynamic mapping, Configuring Dynamic Mapping on page 92.







Configuring Dynamic Mapping

To configure Dynamic Mapping:

1. In the Organization tree, expand the Dynamic Mapping branch.

2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures.


4. Click the button. This updates the CLS Server with the new mapping definitions.

NOTE: Total-Recording must be mapped using Static Mapping.

Save button


NOTE: Interaction-based recording can be mapped either by Static Mapping or Dynamic Mapping.




Figure 4-14 Update Configuration

Save button




Active VoIP Devices

Active VoIP DevicesThere are three types of Active VoIP Device recording channels:

• Total Recording by Device

• Selective by Device

• Selective by Call

To record Active VoIP Devices, following the below procedures. See the Channel Mapping Guide for detailed procedures.





3. In the Update Channel Details window, define the Channels.

NOTE: When both Total Recording and Interaction-based Recording are required, you can configure them at the same time.

Total-Recording By Device Workflow

Channels Definition

Sources Definition

Static Mapping

Selective By Call Workflow

Channels Definition

Sources Definition

Dynamic Mapping

Selective By Device Workflow

Channels Definition

Sources Definition

OR

Static Mapping

Dynamic Mapping



Active VoIP Devices

Figure 4-16 Update Channel Details Window

3.1. From the Recording Type drop-down list, select Active VoIP.

3.2. In the Number of Total Active VoIP Channels by Device field, enter the relevant number of channels.

3.3. In the Number of Selective Active VoIP Channels by Call field, enter the relevant number of channels.

3.4. In the Number of Selective Active VoIP Channels by Device field, enter the relevant number of channels.

3.5. Speaker Separation Support depends on the Logger configuration:

• If the source needs to be summed, select No.

• If the logger was set to record Rx and Tx, select Yes.






1. In the Organization tree, click the Sources Definition branch.

2. Define the Sources in one of the following ways:



Select Active VoIP



Active VoIP Devices

2.1. Import source definitions directly from the Integrations (Switches):

2.1.1. Expand the relevant Sources attached to physical Switch.

2.1.2. Run the Import from Integrations wizard. Figure 4-17 Update Channel Details Window - Wizard

-or-

2.2. Create source definitions either using the Wizard or manually .Figure 4-18 Source Type Selection Window


4. Proceed to configure static mapping, Configuring Static Mapping on page 97, or dynamic mapping, Configuring Dynamic Mapping on page 97.


Import from Integrations

Select Active VoIP



Active VoIP Devices







Configuring Dynamic Mapping

To configure Dynamic Mapping:

1. In the Organization tree, expand the Dynamic Mapping branch.

2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures.


NOTE: • Total by Device recording channels cannot be mapped using Dynamic Channel

Mapping and must be mapped by Static Mapping.

• Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or by Dynamic Mapping. For Dynamic Mapping, see Configuring Dynamic Mapping on page 97.

Save button


NOTE: • Selective (Interaction-based) by Call recording channels cannot be mapped using

Static Channel Mapping and must be mapped by Dynamic Mapping.

• Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or Dynamic Mapping. For Static Mapping, see Configuring Static Mapping on page 97.



Active VoIP Devices


.

Save button


5

Configuring Additional CTI Fields (Business Data)

This section explains how to enable access to Genesys switch information that is not automatically entered into NICE Interactions Center.

Contents

Accessing Genesys Switch Information (Business Data) ........................................100

Chapter 5: Configuring Additional CTI Fields (Business Data)


99

Accessing Genesys Switch Information (Business Data)

Accessing Genesys Switch Information (Business Data)If you want to have access to Genesys switch information that is not automatically entered into the NICE Interactions Center, you need to:

• Create a new Reserved Column in the Database Server.

• Map this new column to an Optional ID in the CLS Server.

Data fields automatically entered into the NICE Interactions Center are described in Supported Database Fields on page 34.

To access additional switch information (Business Data):


2. In the Organization tree, under Master Site > Database Servers, select the relevant database server.Figure 5-2 Organization Tree

The Database Server details appear.

IMPORTANT • The available CTI fields change depending on the switch type. Ask your site engineer for a

list of available CTI fields.

• Each CTI field from the switch requires a specific amount of storage space (bytes) to store it in the Database. Before you begin this procedure, you need to know the maximum size that is required for each CTI field.

100 Chapter 5: Configuring Additional CTI Fields (Business Data)



Figure 5-3 Database Server Details Area

3. Click the Reserved tab.

The Reserved Column Details area appears.Figure 5-4 Reserved Column Details Area

4. Click Add.

The New Business Data window appears.Figure 5-5 New Business Data Window




5. In the New Column Properties area, define as follows:

5.1. In the Column Name field, enter a name from of a business data field given to you by the site engineer.

5.2. In the Alias Name field, enter an Alias name. It is recommended to enter the same name as in the Column Name field.

5.3. From the Column Type drop-down list, select Text.

5.4. From the Size (bytes) list, select the storage space that is larger than the value required for the data.

5.5. Click Create.

The new business data field appears in the Reserved Column Details area.Figure 5-6 Reserved Column Details Area - With New Business Data Field

6. Repeat Step 4 to Step 5.5 for each additional business data field that you have.

7. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > CLS Servers and select your CLS Server.

8. Click the Business Data tab.

The CLS Business Data section appears.

NOTE: Make sure that you choose a size that is more than sufficient for the CTI data. The size you select determines the available New Optional IDs in the CLS Server. After completing the next step, you cannot change the allotted storage space for the data.




Figure 5-7 CLS Business Data Section

9. Select and double-click the relevant Business Data.

The Map optional window appears.Figure 5-8 Map Optional Window

10. From the New Optional ID drop-down list, select an Optional ID whose size is correct for the Business Data. (The list of available Optional IDs is determined by the size you selected in Step 5.4 on page 102.) The type and size of each field is as follows:

11. Click OK to close the Map optional window.12. Click Save.

Table 5-1: Optional ID Fields

Optional ID Field Numbers Type Maximum Size (Kb)

3, 4, 9, 10, 11, 12 Number N/A

1, 2, 13, 14, 15, 16 Text 20

7, 8 Text 30

5, 6, 17, 18, 19, 20, 21, 22 Text 40

23, 24, 25, 26, 27, 28, 29, 30 Text 80

31, 32 Text 120

IMPORTANT If you added Business Data while the NICE Interactions Center was running, you must restart the NICE Interactions Center.




13. To have access to these fields in Business Analyzer, change user permissions from the User’s Administrator application. See the User’s Administrator Guide for more information.

14. To view these fields in Business Analyzer, change the Preferences as necessary. See the Business Analyzer Guide for more information.



6

Installing the CTI Integration Software

You install the CTI Integration software after configuring the Genesys T-Server, as described in Configuring CTI Integrations for Genesys T-Server on page 57.

Contents

Installing the NICE CTI Integration Software..............................................................106

Maintaining the NICE CTI Integration Software ......................................................... 112Modifying the NICE CTI Integration software........................................................... 112Repairing NICE CTI Integration software ................................................................. 114Removing NICE CTI Integration software ................................................................ 115Upgrading the NICE CTI Integration software.......................................................... 117Verifying the Version Number...................................................................................120

Chapter 6: Installing the CTI Integration Software


105

Installing the NICE CTI Integration Software

Installing the NICE CTI Integration SoftwareAfter configuring the Genesys switch, you install the CTI Integration software on the NICE Interactions Center.

For a site with an existing CTI Integration software installed:

If you already have a version of the NICE CTI Integration software installed, you may perform any of the following procedures:

• To add, modify, or remove the NICE CTI Integration software, see Maintaining the NICE CTI Integration Software on page 112.

• To upgrade the NICE CTI Integration software, see Upgrading the NICE CTI Integration software on page 117.

• To view the version number, see Verifying the Version Number on page 120.

To install the CTI Integration software:

1. In the Interactions Center Server, insert the CD/DVD in the drive.

2. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers 9.12.x.x\Connection Manager Drivers, and double-click Setup.exe.

The NICE Perform CTI Wizard starts.Figure 6-1 NICE Perform - CTI Setup Wizard

The Welcome window to the CTI Integration setup appears.

NOTE: It is preferable to install the CTI Integration software after performing the configuration.

106 Chapter 6: Installing the CTI Integration Software



Figure 6-2 NICE Perform CTI - InstallShield Welcome Window

3. Click Next.

The Choose Destination Location window appears.Figure 6-3 Choose Destination Location Window

4. To change the default installation path, click Browse and select the required path. In the Choose Folder window, click OK.

5. Click Next. The Select Integrations window appears.




Figure 6-4 Select Integrations Window

6. Expand the relevant integration, and select Genesys.

7. Click Next.

The System Administrator Server Location window appears.Figure 6-5 System Administrator Server Location Window

The associated Port number (62070) appears by default. 8. In the Hostname/IP address field, enter the location of the System Administrator service. 9. Click Next.

The Log On window appears.

Select Genesys

Expand the integration

Type the System Administrator service location

Port number 62070 appears by default.




Figure 6-6 Log On Window

Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 10 on page 109.

-or-

• To configure for a local system account, continue with Step 11 on page 109.

10. For a network user account:

10.1. In the This Account field, enter the domain\user.

10.2. In the Password field, enter the password.

10.3. Continue with Step 12.

11. For a Local System Account, select Local System Account. Continue with Step 12.Figure 6-7 Log On Window

12. Click Next. The Start Copying Files window appears.




Figure 6-8 Start Copying Files Window

13. Click Install. The Setup Status window appears and the installation begins. Figure 6-9 Setup Status Window

The InstallShield Wizard Complete window appears.




Figure 6-10 InstallShield Wizard Complete Window

14. Click Finish. The Integration package is installed.



Maintaining the NICE CTI Integration Software

Maintaining the NICE CTI Integration SoftwareWhen necessary, you can modify, repair, or remove the NICE CTI Integration software. Select the relevant procedure:

• Modifying the NICE CTI Integration software

Select this to change the type of integration.

• Repairing NICE CTI Integration software

Select this to repair the NICE CTI integration installation. It automatically reinstalls the existing CTI integration software as it is currently setup.

• Removing NICE CTI Integration software

Select this to remove the NICE CTI integration installation.

Modifying the NICE CTI Integration software

You use the Modify option to change the integration type. Follow the procedure below to modify the NICE CTI Integration software.

To modify the NICE CTI Integration software:

1. From the Control Panel, select Add or Remove Programs.Figure 6-11 Add or Remove Programs Window

2. Select NICE Perform Release 3.1 - CTI and click Change/Remove.

The Welcome - CTI Setup window appears.




Figure 6-12 Welcome Window - Modify, Repair or Remove

3. Select Modify.4. Click Next.

Follow the instructions to modify the software.




Repairing NICE CTI Integration software

You use the Repair option to repair the NICE CTI Integration installation. Follow the procedure below to repair the NICE CTI Integration software.

To repair the NICE CTI Integration software:1. From the Control Panel, select Add or Remove Programs.

Figure 6-13 Add or Remove Programs Window

2. Select NICE Perform Release 3.1 - CTI, and click Change/Remove.

The Welcome - CTI Setup window appears.Figure 6-14 Welcome Window - Modify, Repair or Remove




3. Select Repair.

4. Click Next.

Follow the instructions to repair the software.

Removing NICE CTI Integration software

You use the Remove option to remove the NICE CTI Integration installation. Follow the procedure below to remove the NICE CTI Integration software.

To remove the NICE CTI Integration software:

1. From the Control Panel, select Add or Remove Programs.Figure 6-15 Add or Remove Programs

2. Select NICE Perform Release 3.1 - CTI and click Change/Remove.




The Welcome - CTI Setup window appears.Figure 6-16 Welcome Window - Modify, Repair or Remove

3. Select Remove.

4. Click Next.

Follow the instructions to remove the software.




Upgrading the NICE CTI Integration software

When you need to install the upgrade of the latest NICE CTI Integration software, follow the procedure below.

To upgrade the NICE CTI Integration software:

1. Insert the NICE Perform CTI Integration Suite Installation CD in the CD drive.2. Navigate to the Integration installation program and double-click Setup.exe.

The NICE Perform CTI Wizard starts.Figure 6-17 NICE Perform - CTI Setup Wizard

Figure 6-18 NICE Perform CTI - InstallShield Welcome Window

3. Click Next.

The Log On window appears.




Figure 6-19 Log On Window

Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 4 on page 118.

-or-

• To configure for a local system account, continue with Step 5 on page 118.

4. For a network user account:

4.1. In the This Account field, enter the domain\user.

4.2. In the Password field, enter the password.

4.3. Continue with Step 6 on page 118.

5. For a Local System Account, select Local System Account.Figure 6-20 Log On Window

6. Click Next.

Network user account configuration

Local user account configuration




The Setup Status window appears and the upgrade installation begins. Figure 6-21 Setup Status Window

The InstallShield Wizard Complete window appears asking whether you would like to restart your computer now.Figure 6-22 Setup Status Window

7. Select the desired option:

• Yes, I want to restart my computer now

-or-

• No, I will restart my computer later

8. Click Finish.




Verifying the Version Number

You can verify the CTI Integration installation version number from Add or Remove Programs.

To verify the CTI Integration installation version number:

1. From the Control Panel, select Add or Remove Programs. 2. Select NICE Perform Release 3.1 - CTI.

Figure 6-23 Add or Remove Programs

3. Click Click here for Support Information.

The Support Info window appears.Figure 6-24 Add or Remove Programs - Support Info Window

4. Verify the version number. 5. Click Close to close the Add or Remove Programs.

Click here to verify CTI version number

Version number



Chapter 7: Troubleshooting


121

7

Troubleshooting

This section provides troubleshooting scenarios and their solutions. Some of the troubleshooting procedures described in this section must only be undertaken by the Site Manager.

Contents

Open Case Procedure ..................................................................................................122

Editing Reporting Levels .............................................................................................123

Troubleshooting ...........................................................................................................125

122 Chapter 7: Troubleshooting


Open Case Procedure

Open Case ProcedureIf you need to send a problem to Customer Support at NICE, prepare the following information:

• List of monitored devices

• Recording environment

• Version of Genesys T-Server

• Version of NICE Interactions Center Server plus current Service Pack

• Devices information (VDN, ACD, Station, Voice Mail and so on)

• A description of the problem and specific scenarios if relevant (including Call ID, scenario and time of call).

• The output file generated by NICE Interactions Center Spy (see NICE Events Spy on page 141)

• CTI_Logs - at reporting level.

If you need to escalate the problem further:

• Run the Debug Services and send the files for analysis. (See NICE Debug Service on page 134)

TIP: When sending the NICE Interactions Center Spy output file, the CTI_Logs and/or the Debug Service, it is recommended to activate the tool before restarting the driver. This will provide all traces and a more complete picture.



Editing Reporting Levels


Reporting Levels are defined automatically in the CTI Connection wizard for both the Connection Manager and the Driver. You can edit the Reporting Levels for either the Connection Manager or the Driver on the relevant tab.

By default, reporting levels are defined for the following:

• File - reports to the Log file located in the Integrations installation folder

• Event Log - reports to the Log files located in the Event Viewer

To edit the reporting levels:


2. In the System Administrator, in the Organization tree, select one of the following:

• [Master Site] > CTI Integrations > Connection Manager > [the relevant Genesys Connection Manager]

-or-

• [Master Site] > CTI Integrations > Driver > [the relevant Genesys Driver]

The selected Connection Manager or Driver definitions appear.

3. Expand Reporting Level.

WARNING Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting Levels can greatly add to the load on your system. Changing Reporting Levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support.

NOTE: The Event Viewer is a Microsoft feature which can be viewed in Control Panel > Administrative Tools.




Figure 7-2 Reporting Level Area

4. Select the desired row and click Edit. The Set Reporting Level window appears.Figure 7-3 Set Reporting Level Window

5. Select the checkboxes for the reporting levels you want to include and click OK.



Troubleshooting

Troubleshooting This section provides troubleshooting scenarios and their solutions.

Table 7-1: Troubleshooting Solutions

Problem Description Solution

Connection failure The driver prints the following message:GenesysStream::Connect -TOpenSErver Ex failure

Check that the IP address and IP port are configured correctly in the Switch Details window of the Generic Quick Setup.

Warning messages appear (in green) during the Monitor Device process.

The driver prints the following warning message:GenesysStream::SyncSendRequest get_device_type failed. T-Server message: “API operation not supported”

The driver is trying to query the T-Server about the type of the extension (such as DN or Queue).If the T-Server cannot accommodate the request, the driver assumes the default value (regular extension).This message can be ignored.

Monitor Device problem

The driver prints one of the following messages:GenesysStream::SyncSendRequest-monitor_device failed. T-Server message: “Invalid origination or destination address”

Check the following:

• Make sure that the agent extensions are properly configured in the Drivers branch in System Administrator.

• Make sure that all the devices are properly configured in the Genesys configuration (CME or Tserver.cfg file) located on the Genesys CTI host.

• Make sure that the extensions configured in the Drivers branch in System Administrator do not include any invisible characters, such as spaces or tabs.



Troubleshooting

Monitor Device problem

GenesysStream::SyncSendRequest-monitor_device failed. T-Server message: “No more licenses”

Make sure that the number defined in the T-Server for the parameter num_of_licenses is more than the number of agents to monitor.

Suspicious Error messages appear in the driver’s screen.

The driver prints the following warning message:GenesysStream::SyncSendRequest- get_device_type failed. T-Server message: “One of the required parameters is missing”

This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (Station).

Suspicious Error messages appear in the driver’s screen.

The driver prints the following warning message:GenesysStream::SyncSendRequest- get_device_state failed. T-Server message: “One of the required parameters is missing”

This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (State Connect).

In a Nortel configuration:Get ‘ffff’ in the Trunk field.

Get ‘ffff’ string appears in the Trunk field of the database.

Install the most updated driver version and Support Pack.

Table 7-1: Troubleshooting Solutions (Continued)

Problem Description Solution

Chapter 8: Testing and Debugging Tools


127

8

Testing and Debugging Tools

This chapter describes the testing tools that enable you to troubleshoot driver configuration problems.

Contents

Genesys Support Phone..............................................................................................128

Logs Builder Application .............................................................................................132

NICE Debug Service .....................................................................................................134

NICE Events Spy...........................................................................................................141

Connection Manager Monitor ......................................................................................146

128 Chapter 8: Testing and Debugging Tools


Genesys Support Phone

Genesys Support PhoneThe Genesys Support Phone is a Genesys simulator that serves as an effective analysis tool enabling you to connect to the T-Server, monitor stations and view events. You can also view the telephony requests from the T-Server.

To use the Genesys Soft Phone:

1. Double-click the TestPhone.exe file to launch the application. The Genesys Support Phone window appears.

2. Click the Connection tab. Figure 8-1 Dynamic Phone - Connection Tab

In the Host and Port fields, enter the IP address and port of the T-Server.

3. Click the Register tab.

TIP: Since the Soft Phone enables you to see all the events that are reported in the T-Server (without the NICE Interactions Center), you can use this tool to analyze whether the Genesys driver is behaving as expected. In addition, use this tool to observe and test whether the DS-1 extensions can observe properly.




Figure 8-2 Dynamic Phone - Register Tab

In the DN field, enter the device number that you want to monitor and click Register. The device number is added to the list box in the bottom right corner.

4. To view an event log, click the Log tab. Figure 8-3 Dynamic Phone - Log Tab

All the T-Server events appear for the monitored device; including the requests from the T-Server, the responses of the T-Server and the unsolicited events on the monitored devices.

5. To simulate an observation, click the Telephony tab.

TIP: You can save the log to a file by clicking the tool.




Figure 8-4 Dynamic Phone - Telephony Tab

In this tab you can simulate an observation, as follows:

5.1. In the DN field, enter the DS-1 extension.

5.2. In the Destination field, enter the observed station.

5.3. Click Make. A call is simulated.

5.4. Click the Log tab to view the results of this simulation.

6. To attach business data to the call, click the Data tab.Figure 8-5 Dynamic Phone - Data Tab

6.1. Right-click on the User Data list box (in the middle of the tab). The Key Value string window appears.

Credit: 111.111.1




Figure 8-6 Key Value String Window

6.2. In the displayed window, enter the user data information and click OK. The User Data is added to the User Data list box.

6.3. Click Attach Data.

Credit111.111.11



Logs Builder Application

Logs Builder ApplicationThe Logs Builder application (Genesys Monitor application) connects to the Genesys T-Server and dumps all the CTI events received from the T-Server into log files.

To install the Logs Builder:

1. Extract the GenesysMonitorApp.zip file into a newly created directory.

2. Check that the following files appear in the directory:

• common_md.dll

• tlib_md.dll

• config.ini

• MonitorAppReadMe.txt

• GenesysMonitorApp.exe

3. The config.ini file contains the parameters that Logs Builder uses to generate log files. Edit the parameters as described in the MonitorAppReadMe.txt file.Figure 8-7 Example of the Config.ini File for Logs Builder

4. Double-click GenesysMonitorApp.exe.



Logs Builder Application

The Command Line window appears and summarizes the parameters by which the logs were built.Figure 8-8 Logs Builder Command Line

Two files are created in the directory:

• CtiText.log: Textual description of the events received by the Logs Builder

• CtiBinary.log: Binary description of the events received by the Logs Builder



NICE Debug Service

NICE Debug ServiceThe Debug Service enables you to gather data critical for solving problems stemming from the transfer of events between the switch and the Connection Manager.

This section includes the following topics:

• Setting Up the NICE Debug Service

• Accessing the NICE Debug Service

Setting Up the NICE Debug Service

The Debug Service enables NICE Customer Support to reproduce problematic scenarios.

To set up the Debug Service:

1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.

2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the Debug Service.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.

IMPORTANTDo not attempt to solve bugs or other problems yourself. Use the Debug Service in coordination with NICE Systems to gather the data as described below, and then send it to NICE Customer Support for assistance.

WARNING Using the Debug Service can greatly increase the load on your system. The DebugServiceMode parameter default is therefore Idle. Using the Debug Service and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.

NOTE: To avoid confusion with any Debug files from previous sessions, it is highly recommended to delete all existing Debug file(s) before activating the Debug Service.



NICE Debug Service

Figure 8-9 Interfaces Tab

4. Double-click the DebugServiceMode parameter.

The Set Parameter Value window appears.Figure 8-10 Set Parameter Value Window

5. From the Value drop-down list, select Record and click OK.

6. Define the Debug Service parameters according to the following table:

NOTE: You can also create and add additional parameters by clicking Add.

Double-click DebugServiceMode



NICE Debug Service

Parameter Name Description Default Value

DebugServiceMode • Idle - the Debug Service is disabled.

• Record - the CTI Interface records every event, request, and response.

• Debug - the CTI Interface receives events, requests, and responses directly from the Debug Service (to be used only by NICE System personnel in lab environments).

Idle

DebuggingMode • Orignl_Intrvls - retains the original intervals between events that were used by the switch.

• Fixed_Intrvls - events are transferred to the link at fixed intervals, which are defined in the FixedTimeInterval parameter.

• Single_Step - events are transferred upon user input.

NOTE: This parameter is activated only when you activate the DebugServiceMode.

Single_step

RecordingMode • Asynchronous - synchronization of the requests and responses by the InvokeID is defined by the switch.

• Semi_Synchronous - synchronization of the requests and responses by the InvokeID is defined by the Debug Service.

• Simple - No synchronization is performed.

NOTE: This parameter is activated only when you activate the DebugServiceMode.

Asynchronous

DebugFilesFldr Defines the folder in which the files created by the Debug Service are saved.NOTE:

• It is highly recommended to delete the contents of the Debug folder before activating the Debug Service.

• This parameter is activated only when you activate the DebugServiceMode.

• The files are saved in binary format.

Debug



NICE Debug Service

7. Before you can activate the Debug Service, you must first stop the Services.

7.1. Click Start > Run. The Run window appears.

7.2. In the Open field, enter services.msc and click OK. The Services window appears.

FixedTimeInterval Defines the value when you define Fixed_Intrvls as the value for the DebuggingMode parameter above.NOTE:

• The value is defined in seconds.


0

AvailableDiskQuota Defines the maximum size allowed on the hard disk for the Debug file you defined in the DebugFilesFldr above.

• The value is defined in MB.


300




NICE Debug Service

Figure 8-11 Services Window

7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration Dispatch Service Properties window appears.

7.4. In the Service status area, click Stop. The Service status changes to Stopped.

7.5. Click OK.

8. To activate the Debug Service after you have defined the above parameters, close the Connection Manager process in the NICE Interactions Center.

The Debug Service is activated when the Dispatch Service automatically restarts the Connection Manager process.



NICE Debug Service

9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr above.

For each debug session, the Debug Service automatically creates four debug files:

e_xxxxxxxxxx.dbge_xxxxxxxxxx.ndxr_xxxxxxxxxx.dbgr_xxxxxxxxxx.ndx

Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above files are transferred is located in D:\NICECTI\Integrations\Debug (default), or in the location you defined in the DebugFilesFldr parameter above.

Accessing the NICE Debug Service

NICE Systems provides a utility for viewing the Debug files. You then send the four Debug files to NICE Customer Support.

To access the Debug files:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations).

2. In the Tools folder, double-click IntegrationFileSplitter.exe.

The Integration File Splitter window appears.

IMPORTANTYou must send all four Debug files to NICE Customer Support. If any one of the Debug files is missing, the scenario cannot be reconstructed.

IMPORTANT After you have sent off the Open Case Procedure, you need to return the Debug Service to its original status. See Resetting the Debug Service.



NICE Debug Service

Figure 8-12 Integration File Splitter Window

3. Drag and drop the Debug files into the File Details area.

The Debug files and the debug session identifier numbers appear in the File Details area.

4. When necessary, you can open and view the contents of the .dbg files.

Drag and drop debug files into the File Details area

IMPORTANTMake sure that you send to NICE Customer Support the four debug files that correspond to the debug session ID number.



NICE Events Spy

NICE Events SpyNICE Events Spy enables you to trace events that are not in NICE Perform after they were received from the PABX, translated and transferred to the Connection Manager, enabling you to detect bugs or malfunctions.

Setting up the NICE Events Spy

The NICE Events Spy tool is part of the NICE Perform Applications Suite. After you define the Events Spy in your system, you should set it up to receive events.

To set up the NICE Events Spy Tool:

1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.

2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy tool.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.Figure 8-13 Interfaces Tab

WARNING Using the NICE Events Spy can greatly increase the load on your system. The UseSpy parameter default is therefore No. Using the NICE Events Spy and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.

Double-click UseSpy



NICE Events Spy

4. Double-click the UseSpy parameter. The Set Parameter Value window appears.Figure 8-14 Set Parameter Value Window

5. From the Value drop-down list, select Yes and click OK.

6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.Figure 8-15 Set Parameter Value Window

7. In the Value field, enter the name of the mailslot that you want to use in conjunction with NICE Events Spy.

8. Click OK.

TIP: It is recommended to use a short name.

NOTE: The Value field is case sensitive.

NOTE: If the Integration is running, you should restart the Integration Service after setting these definitions.1. Click Start > Run. 2. In the Run window, in the Open field, enter services.msc and click OK. 3. In the Services Window, select the Nice Integration Dispatch Service and

double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK.



NICE Events Spy

Receiving Events

You should set up the Events Spy so that you can receive events.

To set up the NICE Events Spy to receive events:

1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears.Figure 8-16 Events Spy Window

2. From the Connections menu, select Mailslot Connections for Receiving Events > Open Mailslot. The Events Spy - Mailslot Name window appears.Figure 8-17 Events Spy - Mailslot Name Window

3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.

The Events Spy begins to receive events from the switch. The events are listed in the Event Type column of the Events Spy window, see Figure 8-16.

Saving Events

NICE Events Spy enables you to:

• Create and save events in an active log file.

• Save all current events.

• Save selected current events.

Event Type Column



NICE Events Spy

You can save the files in either .xml or .bin formats.

Saving Events in a Log File

This option enables you to create a log file that saves all events from the time you create the file until you close it.

To save events in a log file:

1. From the File menu, select Log to File.

2. To create a log file using the .xml format, click Log to XML File. To create a log file using the .bin format, click Log to Binary File. The Save as window appears.

3. Save the file in any convenient location.

Saving Current Events

This option enables you to create a file in which you can save all events that currently appear in the Event Type column.

To save current events:

1. From the File menu, select Save Current Events to File.

2. To create a file using the .bin format, click Save all Events to Binary File. To create a file using the .xml format, click Save all Events to XML File. The Save as window appears.


Saving Selected Current Events

This option enables you to create a file in which you can save selected events from the list that currently appears in the Event Type column.

To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.

2. From the File menu, select Log to File.

3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To create a file using the .xml format, click Save Only Selected Events to XML File. The Save as window appears.


NOTE: To view the contents of any of the log files you created, from the File menu click Open Log File.



NICE Events Spy

Setting up the SimCTILink Tool

The SimCTILink tool simulates the transfer of events to the Connection Manager as if they originated in the PABX. This enables you to save and analyze them without having to actually use the PABX itself.

Sending Events

WARNING Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be performed only by authorized personnel. DO NOT attempt to use this tool on your own.You must therefore leave the parameter default value as No unless specifically instructed to do so by NICE Customer Support.

WARNING You can send events to NICE Systems using the Events Spy window. Sending events is only done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer Support.



Connection Manager Monitor

Connection Manager MonitorThe NICE Connection Manager Monitor tool enables you to view the contents of the Connection Manager’s tables. It also enables you to verify if:

• Devices are monitored

• Monitored devices are filtered

and

• Displays the loaded CTI links

• Displays connected clients.

Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a client. It then receives events in addition to monitoring devices, enabling you to conduct simple tests without running a driver.

This section describes the following topics:

• Setting up the Connection Manager Monitor

• Managing the Connection Manager Monitor

Setting up the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.

To set up Connection Manager Monitor:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The Connection Manager Monitor window appears.




Figure 8-18 Connection Manager Monitor Window

2. From the Monitor menu, select Connect. The Select Connection Manager window appears.Figure 8-19 Select Connection Manager Window

3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK. The Connection Manager Monitor displays the contents of the Connection Manager tables.

Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect




Figure 8-20 Connection Manager Window - Tables

4. From the Client menu of the Connection Manager Monitor window, select Connect. The Select Connection Manager window appears.Figure 8-21 Connection Manager Window - Client Menu

5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK.

After the Connection Manager Monitor establishes connection to the desired Connection Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become enabled. The Client connection appears in the Clients area.

Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect




Figure 8-22 Connection Manager Monitor - Client Connection in Clients Area

6. From the Client menu, select Monitor. The Monitor Device window appears.Figure 8-23 Monitor Device Window

6.1. In the Device ID field, enter the Device ID number of the Connection Manager to which you want to connect.

6.2. In the Switch ID field, enter the Switch ID number.

6.3. From the Device Type drop-down list, select the appropriate device type.

6.4. Click Monitor. The response appears in the Output area.

Client connection




Figure 8-24 Output Area

7. Click Update. The new Client appears in the Client Device Requests area.Figure 8-25 Connection Manager Monitor - Client Device Requests Area

IMPORTANTThe Connection Manager Monitor window does not continuously refresh the data displayed in the window; it only displays the data current at the time you establish the connection. To update the data displayed in the window, click Update.

New Client




Managing the Connection Manager Monitor

This section includes the following topics:

• Stopping the Connection Manager Monitor

• Disconnecting the Connection Manager Monitor Client

Stopping the Connection Manager Monitor

This procedure describes how to stop the Connection Manager Monitor when it is functioning as a client.

To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The Stop Monitor Device window appears.Figure 8-26 Stop Monitor Device Window

2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.

3. Click Stop Monitor. The response appears in the Output area.

Disconnecting the Connection Manager Monitor Client

This procedure describes how to disconnect the Connection Manager Monitor when it is functioning as a client.

To disconnect the Connection Manager Monitor Client:

• From the Client menu of the Connection Manager Monitor window, select Disconnect.

The Client connection of the Connection Manager no longer appears in the Clients area and in the Client Device Requests area.

Appendix A: Genesys T-Server Configuration Parameters


153

A

Genesys T-Server Configuration Parameters

The chapter describes additional parameters that are not included in the standard configuration flow. You access these parameters when you edit an existing configuration or when you configure individual components of the CTI.

Contents

Reporting Levels ..........................................................................................................154

Logger Parameters for Instant Callback.....................................................................154

Connection Manager - Additional Parameters...........................................................155

Connection Manager - Interface Parameters .............................................................157

Switch Driver - Additional Parameters .......................................................................160

Driver Interface - Additional Parameters ....................................................................162

154 Appendix A: Genesys T-Server Configuration Parameters


Reporting Levels

Reporting LevelsThe Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter. See Editing Reporting Levels on page 123 for more information.

Logger Parameters for Instant CallbackWhen configuring Instant Callback, the following parameters must be set in the Logger.

For T1 Instant Callback

For E1 Instant Callback

IDLE signaling $2

Seize signaling $E

Seize acknowledge signaling $E

Call-answer signaling $E

Clear forward signaling $2

Clear backward signaling $2

Wink signaling $2

IDLE signaling $D

Seize signaling $5

Seize acknowledge signaling $5

Call-answer signaling $5

Clear forward signaling $D

Clear backward signaling $D

Wink signaling $D



Connection Manager - Additional Parameters


You configure additional switch parameters for the Connection Manager when you:

• Edit an existing Connection Manager (see page 156).

• Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 79).

Figure A-1 General Information Window

The following predefined additional parameters appear:

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the CTI Interface Additional Parameters or create new ones.

NOTE: You can also create and add additional parameters by clicking the Add button.


MaxClientDeviceRequests Defines the maximum number of device requests the Connection Manager can handle.

10000

MaxClientRequests Defines the maximum number of client requests the Connection Manager can handle.

10000

MaxClients Defines the maximum number of clients that can be attached to the Connection Manager.

100




To edit additional switch parameters for the Connection Manager:

1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.Figure A-2 Technician Mode

2. Expand Master Site > CTI Integrations > Connection Managers, and select the Connection Manager you are using for Logger Activity Detection.

The General and Interfaces tabs appear.Figure A-3 General and Interfaces Tabs of the Connection Manager

3. Expand the Additional Parameters area (Figure A-1 on page 155).

4. Double-click the row of the relevant parameter.

The Set Parameter Value window appears.

5. Enter the new value in the Value field.

6. Click OK.

MaxMonitoredDevices Defines the maximum number of monitored devices up to which the Connection Manager can handle. For example, if the value is 1000, the Connection Manager can handle 999 monitored devices.

10000

MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the Connection Manager can handle.

10




Connection Manager - Interface Parameters


You configure Connection Manager interfaces when you:

• Edit an existing Connection Manager (see page 158).

• Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 79).

Figure A-4 Connection Manager Interfaces Window


WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the Connection Manager Additional Parameters or create new ones.



DllName The name of the DLL that contains the CTI Link translator. This DLL is dynamically installed when you define a new Connection Manager.

read-only

KeepAliveInterval Defines the Keep Alive Interval time. The value is defined in seconds.

30

UseSpy Defines if the Connection Manager reports link events to the NICE Events Spy tool.See NICE Events Spy on page 141.

No




To edit interface parameters for the Connection Manager:


2. Expand Master Site > CTI Integrations > Connection Managers, and select the Connection Manager you are using for Logger Activity Detection.

The Connection Manager Details appear.Figure A-6 General and Interfaces Tabs of the Connection Manager

3. Click the Interfaces tab, and select the interface you are using for the Connection Manager.

The interface parameters of the Connection Manager appear. (Figure A-4 on page 157).


SpyMailSlotName Defines the name of the mailslot between the Connection Manager and the NICE Events Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSpy parameter.

UseSimCTILink Defines if the Connection Manager uses the SimCTILink tool to read events. See NICE Events Spy on page 141.

No

SimMailSlotName Defines the name of the SIM mailslot between the Connection Manager and the Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSimCTILink parameter.







6. Click OK.



Switch Driver - Additional Parameters


You configure the additional parameters of the switch Driver when you:

• Edit an existing Driver (see page 161).

• Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 79).

Figure A-7 General Information Window


WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones.



MaxCapiCommandRetries Defines the number of times the driver attempts to send a command to the CAPI following a failure.

2

MaxNumberOfCalls Defines the maximum number of calls in the concurrent calls buffer.

5000

DelayBetweenStartFailedLinksInSeconds

Defines the amount of time before the driver reconnects to the CTI link following a failure. The value is defined in seconds.

30




To edit additional parameters for the switch Driver:


2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration.

The Driver General Information area appears.Figure A-9 Driver General Information of the Switch Driver

3. Expand the Additional Driver Parameters area (Figure A-7 on page 160).




6. Click OK.

MaxCallDurationSec Defines the maximum time the driver allows a call to last until it is automatically disconnected. The value is defined in seconds.

7200

UseEventDB Defines if the driver uses the EventDB database for CTI Analysis.

No

CallTableHost Host name of the Call Table. localhost

CallTablePort Port number of the Call Table. 7272




Driver Interface - Additional Parameters


You configure the interface of the switch Driver when you:

• Edit an existing Driver (see page 163).

• Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 79).

Figure A-10 Additional Driver Switch Parameters

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones.


Parameter Description

DHCP (VoIP only) Determines whether to wait for RTP events. With static IP addresses, waiting is not necessary.

WaitForTX (VoIP only) Determines whether to wait for RX and TX to start recording an interaction. If No is selected, recording starts with RX.




To edit additional parameters for the switch Driver:


2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration.

The Driver General Information area appears.

PassOriginalCallID Determines whether to give the call ID of the switch as opposed to the Genesys call ID. NOTE: For an Avaya DMCC configuration, select Yes to enable Single-Step Conference recording mode.

EnableFlushCalls Determines whether to flush open calls when initializing a connection.

SaveOriginalMapDevice When mapping, determines whether to report the original source device.

ActivityAgentMode Determines the Agent Activity mode for the interface.

TimeOut Time in milliseconds to wait for a link response to a request.

MilliDelayBetweenCTIRequests Time in milliseconds to wait between CTI requests.

CTIRequestRetries Number of times to initiate the same CTI request.

MilliDelayBetweenGetLinkStatusRequests Time in milliseconds to wait between Get Link Status requests.

GetLinkStatusRetries Number of times to initiate the same Get Link Status request.

FailedMonitoredThreadMinutesDelay Time in minutes to wait before activating a thread to monitor devices that the link failed to monitor.

BackedUpInterfaceID Interface ID of the CTI link in line for backup.

Parameter (Continued) Description




Figure A-12 Driver General Information of the Switch Driver

3. Click the Interfaces tab, and select the relevant CTI interface.Figure A-13 Attach CTI Interfaces Area

4. Click Configure.

The Driver - Interface Configuration window appears (Figure A-10 on page 162).




7. Click OK.

Index
A
ACD positionsNortel Symposium 49

Alcatel OmniPCX Enterpriseintegration specifications 15

Aspect agent configuration 51Aspect Call Center

integration specifications 16Aspect Spectrum

integration specifications 17Avaya Communication Manager

integration specifications 18

Ccall types

supported 32call types and features, supported 32Channel-Mapping

Extension-side Recording workflow 83connection failure

troubleshooting 125Connection Manager

additional parameters 155interface parameters 157

Connection Manager Monitormanaging 151setting up 146

CTI Interfaceconfiguration wizard 58

Ddatabase fields, supported 34Debug service

setting up 134DN configuration

confirming 42driver interface

additional parameters 162

EEricsson MX-ONE

integration specifications 20error messages

troubleshooting 126Events Spy

defining SpyMailSlot Name parameter 142defining the UseSpy parameter 142receiving events 143saving events 143sending events 145setting up 141

Ffeatures

supported 32

GGenesys Configuration Manager 43Genesys Support Phone 128Genesys T-Server

checking status and configuration 53description 28testing device configuration 54

IInstant Callback

Logger parameters 154Integration

installation 106integration

architecture workflow 27installation workflow 13specifications 14

Interaction Centerdescription 28

Llicenses

checking Genesys T-Server 43using FlexLM License Manager 44using Genesys Configuration Manager 43

limitationsAlcatel 36Aspect 37Avaya 37CTI driver 36

Index


165

Ericsson 37Nortel 37Siemens 39T-Server 36

Logger parametersfor Instant Callback 154

Logger, see NiceLog Logger or NiceScreen LoggerLogs Builder Application 132

Mmonitor device problem

troubleshooting 125, 126

NNEC APEX

integration specifications 22NEC NEAX

integration specifications 22NEC SV7000

integration specifications 22NICE Interaction Center

description 28NiceLog Logger

description 28NiceScreen Logger

description 28Nortel Communications Server

integration specifications 23Nortel error

troubleshooting 126Nortel Symposium

ACD positions 49

Ppassive VoIP device

workflow 89

Rrecording solutions 29redundancy

checking Genesys configuration 47reporting levels

configuring 154Rockwell see Aspect Spectrum

SSiemens Hicom International

integration specifications 24Siemens Hicom USA

integration specifications 25Siemens HiPath

integration specifications 26SimCTILink Tool 145SpyMailSlot Name parameter 142switch DN definitions

confirming 42switch driver

additional parameters 160

TTCP link

viewing 45tools

Connection Manager Monitor 146Genesys Support Phone 128Logs Builder Application 132NICE Debug Service 134NICE Events Spy 141

troubleshootingconnection failure 125error messages 126monitor device problem 125, 126Nortel error 126open case procedure 122warning messages 125

trunkworkflow 86

UUseSpy parameter 142

Wwarning messages

troubleshooting 125workflow

integration 13passive VoIP device 89trunk 86

Index


166

58618313 nice perform integration with genesys and t server

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