certified servers guide for nice perform release 4.1

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ACTIMIZE, Actimize logo, Alpha, Customer Feedback, eGlue Interact, FAST, FAST alpha Silver, Fortent, Fortent Logo, IEX, Insight from Interactions, Intent. Insight. Impact., Interaction Capture Unit, Know More, Risk Less, Last Message Replay, Mass Detection, Center, Mirra, My Universe, NICE, NICE Analyzer, NICE Inform, NICE Logo, NICE Perform, NICE Situator, NICE SmartCenter, NICE Storage Center, NICE Systems, NiceCall, NiceCall Focus, NiceLog, NiceTrack, NiceTrack IP Probe, NiceTrack Location Tracking, NiceTrack Mass Detection Center, NiceTrack Monitoring Center, NiceTrack Pattern Analyzer, NiceTrack Traffic Analysis, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Open Situation Management, Playback Organizer, Scenario Replay, Searchspace, Syfact, Syfact Investigator, TotalView are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.

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385A0845-01 Rev. 002

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6,856,343

6,970,829

7,240,328

7,436,887

7,581,001

7,683,929

7,738,459

7,848,947

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Revision HistoryName of Guide: Certified Servers Guide

Revision Modification Date Description

001 February 2011 What’s New in Release 4.1:

• Updated minimum server spec requirements (55XX, 56XX CPU family)

• Enhanced support for Windows 2008 R2

• Enhanced support for Windows 7 64Bit

• RTI Connect Cluster support

• NPS free disk space requirements

• NEL is no longer supported

• Branch Logger is no longer supported

• Oracle 11g support for NICE InterAct Database Server

• Windows 2003 & SQL 2005 are supported for upgrades only

002 March 2011 Correction to CPU for Standard Hardware Platform Minimum Requirements on page 118.

Blank page for double-sided printing.

Contents

1Server Requirements 13

Unified Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15Unified Cluster Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18Semi-Distributed NICE Perform Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24Clustered Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30Clustered Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33Semi-Distributed Database and Data Mart Server . . . . . . . . . . . . . . . . . . . . . . .36Semi-Distributed Database and Data Mart Cluster Server . . . . . . . . . . . . . . . . .39Interactions Center Server and Multi Channel Interaction Center (Semi-Distributed AQO) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42Clustered Interactions Center Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45VoIP Logger Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48NiceScreen Logger Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51Unified Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54Data Mart Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57Data Mart Cluster Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60Telephony Services Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63Storage Center Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66Content Analysis Server - Word Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69Content Analysis Server - Speech to Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72Content Analysis Server - Text Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75NICE Sentinel (1 - 20 Monitored Servers) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78NICE Sentinel (21 - 100 Monitored Servers) . . . . . . . . . . . . . . . . . . . . . . . . . . . .81NICE Sentinel (101 - 200 Monitored Servers) . . . . . . . . . . . . . . . . . . . . . . . . . . .84

Contents 7

NICE Perform® Release 4.1: Certified Servers Guide (Rev. 002)Confidential and Proprietary Information of NICE Systems Ltd.

Windows Media Streaming (WMS) Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87Application Delivery Server (Terminal Server or Citrix Server) . . . . . . . . . . . . .90Small Medium Business (SMB) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93RTI Connect Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96RTI Connect Cluster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99NICE Interact Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102NICE Interact Server Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105

2Workstation Requirements 109

Workstation Requirements - Specification Tables . . . . . . . . . . . . . . . . . . . . . .110Specification Table 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110Specification Table 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .113

3Hardware Platforms 117

Standard Hardware Platform Minimum Requirements . . . . . . . . . . . . . . . . . . .118High End Database Hardware Platform (Intel Processor Based) Minimum Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119Unified Recorder Hardware Platform (Intel Processor Based) Minimum Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120Blade Hardware Platform Minimum Requirements . . . . . . . . . . . . . . . . . . . . . .121Cluster Hardware Platform Minimum Requirements . . . . . . . . . . . . . . . . . . . .122NICE Sentinel Hardware Platform (1- 20 Monitored Servers) . . . . . . . . . . . . . .123NICE Sentinel Hardware Platform (21- 100 Monitored Servers) . . . . . . . . . . . .123NICE Sentinel Hardware Platform (101- 200 Monitored Servers) . . . . . . . . . . .124Content Analysis Standard HW Platform Minimum Requirements. . . . . . . . . .125Content Analysis Blade HW Platform Minimum Requirements . . . . . . . . . . . .126Workstation Hardware Platform Minimum Requirements . . . . . . . . . . . . . . . .126

4Virtualization 127

General Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128Virtualization with VMWare . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128

8 Contents


VMWare - Supported Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128Supported Components for VDI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128Supported Components for Server Consolidation - ESX 3.5 . . . . . . . . . . . . . .129Supported Components for Server Consolidation - vSphere 4.0/4.1 . . . . . . . .134

Virtualization with Microsoft Hyper-V . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140Microsoft Hyper-V - Supported Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . .140Microsoft Hyper-V Configuration - Specifications and Guidelines . . . . . . . . . .140

Virtualization with Citrix Xen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142Supported components for VDI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142

5Partitioning Requirements 143

Unified Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . .145Unified Cluster Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . .146Semi-Distributed NICE Perform Server - Partitioning Requirements . . . . . . .147Semi-Distributed Database and Data Mart Server - Partitioning Requirements . 148Multi Channel Interaction Center (Semi-Distributed AQO) - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .148Unified Recorder - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . . . .149Applications Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . .149Clustered Applications Server - Partitioning Requirements . . . . . . . . . . . . . .150Database Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . . . .150Clustered Database Server - Partitioning Requirements . . . . . . . . . . . . . . . . .151Interactions Center Server - Partitioning Requirements . . . . . . . . . . . . . . . . . .151Clustered Interactions Center Servers - Partitioning Requirements . . . . . . . .152VoIP Logger Server (RAID 1 / RAID 5) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152NiceScreen Logger Server - Partitioning Requirements . . . . . . . . . . . . . . . . .153Data Mart Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . . . .153Windows Media Stream Server - Partitioning Requirements . . . . . . . . . . . . . .153Telephony Services Server - Partitioning Requirements . . . . . . . . . . . . . . . . .154Storage Center Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . .154Content Analysis Server - Word Search - Partitioning Requirements . . . . . . .155Content Analysis Server - Speech to Text - Partitioning Requirements . . . . .155

9 Contents


Content Analysis Server - Text Analysis - Partitioning Requirements . . . . . .156NICE Sentinel (1 - 20 Monitored Servers) - Partitioning Requirements . . . . . .157NICE Sentinel (21-100 Monitored Servers) Partitioning Requirements . . . . . .157NICE Sentinel for Multiple Data Centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157SMB - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158RTI Connect Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . . .159NICE InterAct Server - Partitioning Requirements . . . . . . . . . . . . . . . . . . . . . .159NICE Interact Database Server - Partitioning Requirements . . . . . . . . . . . . . .159

6SQL Server and RAM Requirements for New Installations 161

SQL Server and RAM Requirements - Guidelines for New Installations . . . . .162SQL Server and RAM Requirements for NICE Perform Release 4.1 (New Installations) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .162SQL Server and RAM Requirements for NICE Perform Release 4.1 with Interaction Analytics (New Installations) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164

7Backup Devices 165

Certified Backup Devices per Server Type . . . . . . . . . . . . . . . . . . . . . . . . . . . .166

8Dialogic Boards 167

Certified Dialogic Boards: Analog Boards - JCT . . . . . . . . . . . . . . . . . . . . . . .168Certified Dialogic Boards: Analog Boards - DIVA . . . . . . . . . . . . . . . . . . . . . .171Certified Dialogic Boards: Digital Boards - JCT . . . . . . . . . . . . . . . . . . . . . . . .172Certified Dialogic Boards: Digital Boards - HMP DNI . . . . . . . . . . . . . . . . . . . .173Allowed Mixtures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174Dialogic HMP IP for VoIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175Additional Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175

9Boot from SAN 177

SAN Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178

10 Contents


NICE Perform Support on SAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .179

Index 181

11 Contents


Chapter 1: Server Requirements


13

1

Server Requirements

Contents

Unified Server .................................................................................................................15

Unified Cluster Server....................................................................................................18

Semi-Distributed NICE Perform Server ........................................................................21

Applications Server........................................................................................................24

Clustered Applications Server ......................................................................................27

Database Server..............................................................................................................30

Clustered Database Server ............................................................................................33

Semi-Distributed Database and Data Mart Server .......................................................36

Semi-Distributed Database and Data Mart Cluster Server..........................................39

Interactions Center Server and Multi Channel Interaction Center (Semi-Distributed AQO) ................................................................................................................................42

Clustered Interactions Center Servers .........................................................................45

VoIP Logger Server.........................................................................................................48

NiceScreen Logger Server.............................................................................................51

Unified Recorder.............................................................................................................54

Data Mart Server .............................................................................................................57

Data Mart Cluster Server................................................................................................60

Storage Center Server....................................................................................................66

Content Analysis Server - Word Search.......................................................................69

Content Analysis Server - Speech to Text....................................................................72

Content Analysis Server - Text Analysis ......................................................................75

NICE Sentinel (1 - 20 Monitored Servers) .....................................................................78

NICE Sentinel (21 - 100 Monitored Servers) .................................................................81

NICE Sentinel (101 - 200 Monitored Servers) ...............................................................84

14 Chapter 1: Server Requirements


Windows Media Streaming (WMS) Server....................................................................87

Application Delivery Server (Terminal Server or Citrix Server)..................................90

Small Medium Business (SMB) .....................................................................................93

RTI Connect Server ........................................................................................................96

RTI Connect Cluster .......................................................................................................99

NICE Interact Server .....................................................................................................102

NICE Interact Server Database ....................................................................................105



Unified Server

Unified Server NOTE: • Legend:

• For operating systems and SQL versions, Yes means supported.

• For software components, Yes means required.

• The Operating System must be installed with the latest service pack certified by NICE.

• The Operating System language for servers must be the English version only.

• SQL Server 64-bit can only be installed on top of a 64-bit operating system.

• The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/EIS/AdditionalResources/Security%20Bulletins/Forms/By%20Category.aspx)

• Cluster requires an Enterprise edition Operating System.

• Language groups of Analytics:

• Group 1: English (US), English (UK), English (AU), English (SA), German, French (Franch), French (Canadian), Spanish (Spain), Spanish (South America), Portuguese (Brazil)

• Group 2: Dutch, Italian, Portuguese (Portugal)

Table 1-1: Unified Server - Hardware and Software Requirements

Hardware Requirements

Approved Hardware Platforms • Standard Hardware Platform Minimum Requirements on page 118

Partitioning Requirements See Partitioning Requirements on page 143.

Software Requirements

Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336

Supported for Upgrades only

Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336


Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336

No

Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit)

Supported as long as the integration supports Win2008 32-bit (See the IDD)

http://new.extranice.com/EIS/AdditionalResources/Security%20Bulletins/Forms/By%20Category.aspx



Unified Server


• Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases)

Supported as long as VRSP is not deployed and the integration supports Windows 2008 (64-bit) (See the IDD)

Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit)



• Microsoft SQL Server 2005 SP2/SP3 Standard Edition (32-bit)

• Microsoft SQL Server 2005 SP2/SP3 Standard/Enterprise Edition (64-bit)


• Microsoft SQL Server 2008 SP1 / SP2 Standard Edition(32-bit)

• Microsoft SQL Server 2008 SP1 / SP2 Standard/Enterprise Edition(64-bit)

Yes

Microsoft SQL Server 2008 Release 2 Standard/Enterprise Edition (32-bit) or (64-bit)

Yes

Oracle 10g Database No


Microsoft Windows Installer version 4.5 Yes

.NET Framework Version 3.5 SP1 (English) Yes

Microsoft Internet Explorer versions 6.0 SP2/SP3, 7.0 or 8.0

Yes

SNMP Service Yes

Enable network COM + access Yes

Enable network DTC access No

Internet Information Services (IIS):

• ASP.NET

• Common files

• Internet Information Services Manager

• World Wide Web Service.

Yes

Table 1-1: Unified Server - Hardware and Software Requirements (Continued)



Unified Server


• SMTP Service

Yes

WMI Services Yes

Additional Notes N/A

Table 1-1: Unified Server - Hardware and Software Requirements (Continued)



Unified Cluster Server

Unified Cluster Server NOTE: • Legend:











Table 1-2: Unified Cluster Server - Hardware and Software Requirements


Approved Hardware Platforms • Cluster Hardware Platform Minimum Requirements on page 122




No


Supported for Upgrades Only


No


Yes







Supported as long as VRSP is not deployed and the integration supports Windows 2008 (64-bit)(See the IDD)









Yes


No






Yes

SNMP Service Yes


Enable network DTC access Yes


• ASP.NET

• Common files



Yes

Table 1-2: Unified Cluster Server - Hardware and Software Requirements (Continued)





• SMTP Service

Yes

WMI Services Yes


Table 1-2: Unified Cluster Server - Hardware and Software Requirements (Continued)



Semi-Distributed NICE Perform Server

Semi-Distributed NICE Perform Server NOTE: • Legend:











Table 1-3: Semi-Distributed NICE Perform Server - Hardware and Software Requirements



• Blade Hardware Platform Minimum Requirements on page 121








No






Supported as long as the integration supports Win2008 32-bit (See the IDD)



Supported as long as VRSP is not deployed and the integration supports Windows 2008 (64-bit) (See the IDD).



Supported as long as VRSP is not deployed and the integration supports Windows 2008 (64-bit) (See the IDD).



No



No


No






Yes

SNMP Service Yes



Table 1-3: Semi-Distributed NICE Perform Server - Hardware and Software Requirements (Continued)





• ASP.NET

• Common files



Yes


• SMTP Service

Yes

WMI Services Yes

Additional Notes For the "Former" Semi-Distributed configuration specifications (when applicable, see the Upgrade Policy), see the NICE Perform Release 3.2 Certified Servers Guide.

Table 1-3: Semi-Distributed NICE Perform Server - Hardware and Software Requirements (Continued)



Applications Server

Applications Server NOTE: • Legend:











Table 1-4: Applications Server - Hardware and Software Requirements











No


Yes




Applications Server



Yes



Yes



No



No


No






Yes

SNMP Service Yes




• ASP.NET

• Common files



Yes

Table 1-4: Applications Server - Hardware and Software Requirements (Continued)



Applications Server


• SMTP Service

Yes

WMI Services Yes


Table 1-4: Applications Server - Hardware and Software Requirements (Continued)



Clustered Applications Server

Clustered Applications Server NOTE: • Legend:











Table 1-5: Clustered Applications Server - HW and Software Requirements






No


No


No


Requires Enterprise Edition OSYes













No



No


No






Yes

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-5: Clustered Applications Server - HW and Software Requirements (Continued)





• SMTP Service

Yes

WMI Services Yes


Table 1-5: Clustered Applications Server - HW and Software Requirements (Continued)



Database Server

Database Server NOTE: • Legend:











Table 1-6: Database Server - Hardware and Software Requirements


Approved Hardware Platforms • High End Database Hardware Platform (Intel Processor Based) Minimum Requirements on page 119

• Standard Hardware Platform Minimum Requirements on page 118





Only for upgrades that do not include Interaction Analytics.








Database Server





Yes



Yes



Only for upgrades.



SupportedSee SQL Server and RAM Requirements for New Installations on page 161.








No

SNMP Service Yes

Enable network COM + access No


Table 1-6: Database Server - Hardware and Software Requirements (Continued)



Database Server


• ASP.NET

• Common files



No


• SMTP Service

No

WMI Services Yes


Table 1-6: Database Server - Hardware and Software Requirements (Continued)



Clustered Database Server

Clustered Database Server NOTE: • Legend:











Table 1-7: Clustered Database Server - HW and Software Requirements


Approved Hardware Platforms • High End Database Hardware Platform (Intel Processor Based) Minimum Requirements on page 119

• Standard Hardware Platform Minimum Requirements on page 118





No








• Only for Upgrades that do not include Interaction Analytics.

• Requires Enterprise Edition OS


• Only for Upgrades that do not include Interaction Analytics.










Only for upgrades.











No

SNMP Service Yes



Table 1-7: Clustered Database Server - HW and Software Requirements (Continued)





• ASP.NET

• Common files



No


• SMTP Service

No

WMI Services Yes

Additional Notes Requires Enterprise Edition Operating System.

Table 1-7: Clustered Database Server - HW and Software Requirements (Continued)



Semi-Distributed Database and Data Mart Server

Semi-Distributed Database and Data Mart Server NOTE: • Legend:











Table 1-8: Semi-Distributed Database and Data Mart Server - HW and Software Requirements







No


No


Supported only for upgrades that do not include Interaction Analytics


No







Yes



Yes



Only for upgrades.











No

SNMP Service Yes




• ASP.NET

• Common files



Yes

Table 1-8: Semi-Distributed Database and Data Mart Server - HW and Software Requirements (Continued)





• SMTP Service

Yes

WMI Services Yes


Table 1-8: Semi-Distributed Database and Data Mart Server - HW and Software Requirements (Continued)



Semi-Distributed Database and Data Mart Cluster Server

Semi-Distributed Database and Data Mart Cluster Server NOTE: • Legend:











Table 1-9: Semi-Distributed Database and Data Mart Cluster Server - HW and Software Requirements






No


No




No








• Yes




• Yes



Only for upgrades.











No

SNMP Service Yes




• ASP.NET

• Common files



Yes

Table 1-9: Semi-Distributed Database and Data Mart Cluster Server - HW and Software Requirements (Continued)





• SMTP Service

Yes

WMI Services Yes


Table 1-9: Semi-Distributed Database and Data Mart Cluster Server - HW and Software Requirements (Continued)



Interactions Center Server and Multi Channel Interaction Center (Semi-Distributed AQO)


NOTE: • Legend:











Table 1-10: Interactions Center Server and Multi Channel Interaction Center (Semi-Distributed AQO) - Hardware and Software Requirements







For Upgrades only.


For upgrades only.


No






Integration dependent. See the IDD.









No



No


No






No

SNMP Service Yes



Table 1-10: Interactions Center Server and Multi Channel Interaction Center (Semi-Distributed AQO) - Hardware and Software Requirements (Continued)





• ASP.NET

• Common files



No


• SMTP Service

No

WMI Services Yes


Table 1-10: Interactions Center Server and Multi Channel Interaction Center (Semi-Distributed AQO) - Hardware and Software Requirements (Continued)



Clustered Interactions Center Servers

Clustered Interactions Center Servers NOTE: • Legend:











Table 1-11: Clustered Interactions Center Servers - Hardware and Software Requirements






No


No


No







• Integration dependent (see the latest IDD)

• Yes





• Yes



• Requires Enterprise Edition OS.


• Yes



No



No


No






No

SNMP Service Yes



Table 1-11: Clustered Interactions Center Servers - Hardware and Software Requirements (Continued)





• ASP.NET

• Common files



No


• SMTP Service

No

WMI Services Yes

Additional Notes Multi-site Clustering (aka Geo-Cluster) requires Windows 2008 Enterprise Edition

Table 1-11: Clustered Interactions Center Servers - Hardware and Software Requirements (Continued)



VoIP Logger Server

VoIP Logger Server NOTE: • Legend:











Table 1-12: VoIP Logger Server - Hardware and Software Requirements




(Excluding Cisco UCS)








No


Yes




VoIP Logger Server



Yes



Yes



No



No


No






No

SNMP Service Yes



Table 1-12: VoIP Logger Server - Hardware and Software Requirements (Continued)



VoIP Logger Server


• ASP.NET

• Common files



No


• SMTP Service

No

WMI Services Yes


Table 1-12: VoIP Logger Server - Hardware and Software Requirements (Continued)



NiceScreen Logger Server

NiceScreen Logger Server NOTE: • Legend:











Table 1-13: NiceScreen Logger Server - HW and Software Requirements











No


Yes







Yes



Yes



No



No


No






Yes

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-13: NiceScreen Logger Server - HW and Software Requirements (Continued)





• SMTP Service

No

WMI Services Yes


Table 1-13: NiceScreen Logger Server - HW and Software Requirements (Continued)



Unified Recorder

Unified Recorder NOTE: • Legend:











Table 1-14: Unified Recorder - HW and Software Requirements


Approved Hardware Platforms • Unified Recorder Hardware Platform (Intel Processor Based) Minimum Requirements on page 120




No




No




Unified Recorder


• Supported

• Integration dependent (see the latest IDD).




• Supported





• Supported





No



No


No






Yes

SNMP Service Yes



Table 1-14: Unified Recorder - HW and Software Requirements (Continued)



Unified Recorder


• ASP.NET

• Common files



No


• SMTP Service

No

WMI Services Yes

Additional Notes • Interactions Center call rate of up to 4 calls per second.

• Up to 500 VoIP recording channels and 100 screen recording channels.

Table 1-14: Unified Recorder - HW and Software Requirements (Continued)



Data Mart Server

Data Mart Server NOTE: • Legend:











Table 1-15: Data Mart Server - Hardware and Software Requirements



• High End Database Hardware Platform (Intel Processor Based) Minimum Requirements on page 119







Only for upgrades that do not include Interaction Analytics






Data Mart Server


Only for upgrades that do not include Interaction Analytics



Yes



Yes














No

SNMP Service Yes



Table 1-15: Data Mart Server - Hardware and Software Requirements (Continued)



Data Mart Server


• ASP.NET

• Common files



Yes


• SMTP Service

Yes

WMI Services Yes


Table 1-15: Data Mart Server - Hardware and Software Requirements (Continued)



Data Mart Cluster Server

Data Mart Cluster Server NOTE: • Legend:











Table 1-16: Data Mart Cluster Server - Hardware and Software Requirements



• High End Database Hardware Platform (Intel Processor Based) Minimum Requirements on page 119





No


Only for upgrades that do not include Interaction Analytics.Requires Enterprise Edition OS











YesRequires Enterprise Edition OS



YesRequires Enterprise Edition OS



Supported for Upgrades only.











No

SNMP Service Yes








• ASP.NET

• Common files



Yes


• SMTP Service

Yes

WMI Services Yes





Telephony Services Server

Telephony Services Server NOTE: • Legend:











Table 1-17: Telephony Services Server - HW and Software Requirements




(HMP only)




Supported only for upgrades that do not include Interaction Analytics.


Supported only for upgrades that do not include Interaction Analytics.


No






Supported for Non HMP Environments.For details see Dialogic Boards on page 167.









No



No


No






Yes

SNMP Service Yes



Table 1-17: Telephony Services Server - HW and Software Requirements (Continued)





• ASP.NET

• Common files



No


• SMTP Service

No

WMI Services Yes


Table 1-17: Telephony Services Server - HW and Software Requirements (Continued)



Storage Center Server

Storage Center Server NOTE: • Legend:











Table 1-18: Storage Center Server - Hardware and Software Requirements











No


Yes







Supported as long as VRSP is not deployed.



Supported as long as VRSP is not deployed.



No



No


No






No

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-18: Storage Center Server - Hardware and Software Requirements (Continued)





• SMTP Service

No

WMI Services Yes


Table 1-18: Storage Center Server - Hardware and Software Requirements (Continued)



Content Analysis Server - Word Search

Content Analysis Server - Word Search NOTE: • Legend:











Table 1-19: Word Search - Hardware and Software Requirements


Approved Hardware Platforms • Content Analysis Standard HW Platform Minimum Requirements on page 125

• Content Analysis Blade HW Platform Minimum Requirements on page 126




Supported for Upgrades Only.


Supported for Upgrades Only.


Yes


Yes







Yes



Yes



No



No


No






No

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-19: Word Search - Hardware and Software Requirements (Continued)





• SMTP Service

No

WMI Services Yes

Additional Notes Several Word Search servers can use one central SAN for storing all the index files

Table 1-19: Word Search - Hardware and Software Requirements (Continued)



Content Analysis Server - Speech to Text

Content Analysis Server - Speech to Text NOTE: • Legend:











Table 1-20: Speech to Text - Hardware and Software Requirements













English only







Yes



Yes



No



No


No






No

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-20: Speech to Text - Hardware and Software Requirements (Continued)





• SMTP Service

No

WMI Services Yes


Table 1-20: Speech to Text - Hardware and Software Requirements (Continued)



Content Analysis Server - Text Analysis

Content Analysis Server - Text Analysis NOTE: • Legend:











Table 1-21: Text Analysis - Hardware and Software Requirements













Yes







Yes



Yes



No



No


No






No

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-21: Text Analysis - Hardware and Software Requirements (Continued)





• SMTP Service

No

WMI Services Yes

Additional Notes Several Word Search servers can use one central SAN for storing all the index files

Table 1-21: Text Analysis - Hardware and Software Requirements (Continued)



NICE Sentinel (1 - 20 Monitored Servers)

NICE Sentinel (1 - 20 Monitored Servers) NOTE: • Legend:











Table 1-22: NICE Sentinel (1- 20 Monitored Servers)


Approved Hardware Platforms • NICE Sentinel Hardware Platform (1- 20 Monitored Servers) on page 123










Yes







Yes



Yes



Supported only for upgrading customers with NICE Sentinel 1.x



Yes


Yes






Yes

SNMP Service Yes




• ASP.NET

• Common files



Yes

Table 1-22: NICE Sentinel (1- 20 Monitored Servers) (Continued)





• SMTP Service

Yes

WMI Services Yes

MSMQ (Message Queuing Service - for Sentinel only).

Yes

Table 1-22: NICE Sentinel (1- 20 Monitored Servers) (Continued)















Table 1-23: NICE Sentinel (21 - 100 Monitored Servers)






No


No




No







Yes



Yes






Yes


Yes






Yes

SNMP Service Yes




• ASP.NET

• Common files



Yes

Table 1-23: NICE Sentinel (21 - 100 Monitored Servers) (Continued)





• SMTP Service

Yes

WMI Services Yes


Yes
















Table 1-24: NICE Sentinel (101 - 200 Monitored Servers)






No


No




No







Yes



Yes






Yes


Yes






Yes

SNMP Service Yes




• ASP.NET

• Common files



Yes






• SMTP Service

Yes

WMI Services Yes


Yes




Windows Media Streaming (WMS) Server

Windows Media Streaming (WMS) Server NOTE: • Legend:











Table 1-25: Windows Media Streaming (WMS) Server - Hardware and Software Requirements





No


Supported only for upgrades that do not include Interaction AnalyticsRequires Windows Enterprise Edition


No


Supported when DRM is not used and only with Windows Enterprise Edition







Supported when DRM is not used and only with Windows Enterprise Edition



Supported when DRM is not used



No



No


No






Yes

SNMP Service Yes




• ASP.NET

• Common files



Yes

Table 1-25: Windows Media Streaming (WMS) Server - Hardware and Software Requirements (Continued)





• SMTP Service

No

WMI Services Yes


Table 1-25: Windows Media Streaming (WMS) Server - Hardware and Software Requirements (Continued)



Application Delivery Server (Terminal Server or Citrix Server)


NOTE: • Legend:











Table 1-26: Application Delivery Server (Terminal Server or Citrix Server) - Hardware and Software Requirements






Terminal Server, Citrix Presentation Server 4.0, 4.5 & XenApp 5.0, XenApp6


Terminal Server, Citrix Presentation Server 4.0, 4.5 & XenApp 5.0, XenApp6


Citrix Presentation Server 4.5, XenApp 5.0


Terminal Server, XenApp5, XenApp6







Terminal Server, XenApp5, XenApp6



XenApp6, Remote Desktop Application (FKA Terminal Server)



No



No


No




.NET Framework Version 3.5 SP1 (English) No


Yes

SNMP Service No




• ASP.NET

• Common files



No

Table 1-26: Application Delivery Server (Terminal Server or Citrix Server) - Hardware and Software Requirements (Continued)





• SMTP Service

No

WMI Services No

Additional Notes • The following client-side applications are supported for both Terminal Server and Citrix:

• Screen Agent

• InterAct client

• ROD

• Reporter Viewer

• Survey Manager

• NICE Applications (using IE 32Bit)

• NICE Player is supported with Citrix and Terminal Server 2008

• NICE Player is not supported with Terminal Server 2003

Table 1-26: Application Delivery Server (Terminal Server or Citrix Server) - Hardware and Software Requirements (Continued)



Small Medium Business (SMB)

Small Medium Business (SMB) NOTE: • Legend:











Table 1-27: SMB - Hardware and Software Requirements



• Excluding Cisco UCS






Supported only for upgrades that do not include Interaction analytics


No


Yes







Supported as long as Stream Server and VRSP are not deployed and the integration supports Win2008 (64-bit) See the IDD



Supported as long as Stream Server and VRSP are not deployed and the integration supports Win2008 (64-bit) See the IDD



Only for Upgrades



Yes


Yes






Yes

SNMP Service Yes




• ASP.NET

• Common files



Yes

Table 1-27: SMB - Hardware and Software Requirements (Continued)





• SMTP Service

Yes

WMI Services Yes


Table 1-27: SMB - Hardware and Software Requirements (Continued)



RTI Connect Server

RTI Connect Server

NOTE: • Legend:











Table 1-28: RTI Connect Server - HW and Software Requirements











No


Yes




RTI Connect Server



Yes



Yes



No



No


No






No

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-28: RTI Connect Server - HW and Software Requirements (Continued)



RTI Connect Server


• SMTP Service

No

WMI Services Yes


Table 1-28: RTI Connect Server - HW and Software Requirements (Continued)



RTI Connect Cluster

RTI Connect Cluster

NOTE: • Legend:











Table 1-29: RTI Connect Cluster - HW and Software Requirements











No


Yes




RTI Connect Cluster



Yes



Yes



No



No


No






No

SNMP Service Yes




• ASP.NET

• Common files



No

Table 1-29: RTI Connect Cluster - HW and Software Requirements (Continued)



RTI Connect Cluster


• SMTP Service

No

WMI Services Yes


Table 1-29: RTI Connect Cluster - HW and Software Requirements (Continued)



NICE Interact Server

NICE Interact Server NOTE: • Legend:











Table 1-30: Interact Server - Hardware and Software Requirements


Approved Hardware Platforms Standard Hardware Platform Minimum Requirements on page 118Blade Hardware Platform Minimum Requirements on page 121




Yes


Yes


Yes


No







No



No



No



No


No



Microsoft Windows Installer version 4.5 No



No

SNMP Service No




• ASP.NET

• Common files



No

Table 1-30: Interact Server - Hardware and Software Requirements (Continued)





• SMTP Service

No

WMI Services Yes


Table 1-30: Interact Server - Hardware and Software Requirements (Continued)



NICE Interact Server Database

NICE Interact Server Database NOTE: • Legend:











Table 1-31: Interact Server Database - Hardware and Software Requirements


Approved Hardware Platforms Standard Hardware Platform Minimum Requirements on page 118Blade Hardware Platform Minimum Requirements on page 121




Yes


Yes


Yes


Yes







NICE Approval



NICE Approval



Yes



NICE Approval


NICE Approval

Oracle 10g Database Only for Upgrades

Oracle 11g Database Yes

Microsoft Windows Installer version 4.5 No



No

SNMP Service No




• ASP.NET

• Common files



No






• SMTP Service

No

WMI Services Yes

Additional Notes Usually installed on the customer's dedicated database server


Chapter 2: Workstation Requirements


109

2

Workstation Requirements

Workstation specifications for the following are included in Specification Table 1 on page 110:

• Applications Suite Workstation/Agent Workstation

Agent Workstation includes: - Includes: Screen Agent, Nice Perform Application Desktop, NICE Player, ROD Application, Reporter Viewer, Survey Manager

• Agent Workstation with VRA

• Sentinel Remote Client

Workstation specifications for the following are included in Specification Table 2 on page 113:

• Media Library Application Workstation

• Remote Tape Server Workstation

• VRSP/FSP Dedicated Machine

• InterAct Client Workstation

Contents

Workstation Requirements - Specification Tables..................................................... 110Specification Table 1 ................................................................................................ 110Specification Table 2 ................................................................................................ 113

110 Chapter 2: Workstation Requirements

Release 4.1: Certified Servers Guide (Rev. 002)Confidential and Proprietary Information of NICE Systems Ltd.

Workstation Requirements - Specification Tables

Workstation Requirements - Specification Tables Specification Table 1

Workstation specifications for the following are included in this table:

• Applications Suite Workstation /Agent Workstation

• Agent Workstation with VRA

• NICE Sentinel Remote Client

NOTE: • The Operating System must be installed with the latest service pack certified by NICE.

• The Operating System language for workstations must be supported by NICE.

• Lexicon / Insight Manager requires Microsoft Office installed or 2007 Office System Driver: Data Connectivity Components.

Table 2-1: Workstation Requirements - Specifications Table 1

Applications Suite Workstation/Agent Workstation

Agent Workstation with VRA NICE Sentinel Remote Client

Approved Hardware Platforms

• Workstation Hardware Platform Minimum Requirements on page 126






Hard Drive Configuration

2 GB Free Space 2 GB Free Space 160 MB Free Space


Microsoft Windows XP Professional SP2/SP3 (32-bit)

Yes Yes Yes

Microsoft Windows Vista Enterprise Edition SP2 (32-bit)

Yes Yes Yes

Microsoft Windows 7 (32-bit) Yes No Yes

Microsoft Windows 7 (64-bit Windows on Windows)

Yes No Yes

Microsoft Windows Server 2003 Standard Edition (32-bit)

No No Yes

Microsoft Windows 2008 Standard/Enterprise Edition (32-bit)

No No Yes



No No No

Table 2-1: Workstation Requirements - Specifications Table 1 (Continued)








No No No

.NET Framework Version .NET Framework Version 3.5 SP1

.NET Framework 3.5 SP1 .NET Framework Version 3.5 SP1

Microsoft Windows Media Player 9 or higher

Yes Yes No

DirectX minimum version 9.0c Yes Yes No


Yes Yes Yes

SNMP Service No No Yes

Additional Notes N/A N/A Also requires MDAC version 2.8







Specification Table 2

Workstation specifications for the following are included in this table:

• Media Library Application Workstation

• Remote Tape Server Workstation

• VRSP/FSP Dedicated Machine

• RTI Client Workstation

NOTE: • The Operating System must be installed with the latest service pack certified by NICE.

• The Operating System language for workstations must be supported by NICE.

• Lexicon / Insight Manager requires Microsoft Office installed or 2007 Office System Driver: Data Connectivity Components.

Table 2-2: Workstation Requirements - Specifications Table 2

Media Library Application Workstation

Remote Tape Server Workstation

VRSP/FSP Dedicated Machine

InterAct Client Workstation

Approved Hardware Platforms


Note: A dedicated Printer Serial or USB port is required.




Hard Drive Configuration




2 GB Free Space 2 GB Free Space 2 GB Free Space


Microsoft Windows XP Professional SP2/SP3 (32-bit)

Yes Yes No Yes

Microsoft Windows Vista Enterprise Edition SP2 (32-bit)

Yes Yes No Yes

Microsoft Windows 7 (32-bit) Yes Yes No Yes

Microsoft Windows 7 (64-bit Windows on Windows)

Yes Yes Yes Yes

Microsoft Windows Server 2003 Standard Edition (32-bit)

Yes No Yes No


Yes No No No



Yes No No No











No No No No

.NET Framework Version Minimum .NET Framework 1.1

.NET Framework 3.0- or -.NET Framework 3.5 SP1

.NET Framework 3.5 SP1 .NET Framework 2.0

Microsoft Windows Media Player 9 or higher

No No No No

DirectX minimum version 9.0c No No No No


Yes Yes No Yes

SNMP Service No No Yes No

Additional Notes N/A N/A N/A N/A






Chapter 3: Hardware Platforms


117

3

Hardware Platforms

Contents

Standard Hardware Platform Minimum Requirements.............................................. 118

High End Database Hardware Platform (Intel Processor Based) Minimum Requirements................................................................................................................ 119

Unified Recorder Hardware Platform (Intel Processor Based) Minimum Requirements................................................................................................................120

Blade Hardware Platform Minimum Requirements ...................................................121

Cluster Hardware Platform Minimum Requirements.................................................122

NICE Sentinel Hardware Platform (1- 20 Monitored Servers) ...................................123

NICE Sentinel Hardware Platform (21- 100 Monitored Servers) ...............................123

NICE Sentinel Hardware Platform (101- 200 Monitored Servers) .............................124

Content Analysis Standard HW Platform Minimum Requirements..........................125

Content Analysis Blade HW Platform Minimum Requirements ...............................126

Workstation Hardware Platform Minimum Requirements.........................................126

118 Chapter 3: Hardware Platforms


Standard Hardware Platform Minimum Requirements

Standard Hardware Platform Minimum Requirements

Table 3-1: Standard Hardware Platform Minimum Requirements

Server Type HP/IBM/Dell Server/ Cisco UCS

CPU • 2 x Quad Core Intel® Xeon® processor E5520 (2.33 GHz, 2 x 4 MB Cache, 1333 MHz FSB)

-or-

• 2 x Quad core AMD Opteron™ 2378 Processor (2.4 GHz, 1000Mhz FSB)

Internal Memory (RAM)

4 GB FBD PC2-5300For Distributed Database and Data Mart servers, see SQL Server and RAM Requirements for New Installations on page 161.

Network Interface • Ethernet TCP/IP: minimum speed 100 Mbps configured as Full Duplex

• VoIP Loggers require at least 2 NICs and can support up to 6 NICs

Modem (optional) 56K Modem (required if no VPN connection can be supplied)

Miscellaneous

RAID controller with 256 MB battery backed write cache module

Hard Disk Drives should be at least SAS 10K rpm

CD ROM/DVD Drive



High End Database Hardware Platform (Intel Processor Based) Minimum Requirements

High End Database Hardware Platform (Intel Processor Based) Minimum Requirements

Table 3-2: High End Database Hardware Platform (Intel Processor Based) Minimum Requirements

Server Type HP G6/Dell R610/IBM X3650 M3 Server/Cisco UCS

CPU 2 x Quad Core Intel® Xeon® X5570 processors, (2.93 GHz, 8 MB Cache, 1333 Mhz)


144 GB

Network Interface Two Dual port Gigabit Ethernet NIC with failover and load balancing


Miscellaneous RAID controller with 256 MB battery backed write cache module

Hard Disk Drives should be at least SAS 10 K rpm

CD ROM/DVD Drive

Storage Controller If required by vendor to support Fiber channel connectivity

Storage Unit Vendor approved Fiber channel enterprise-class storage array (EVA4400 or equivalent/better)



Unified Recorder Hardware Platform (Intel Processor Based) Minimum Requirements

Unified Recorder Hardware Platform (Intel Processor Based) Minimum Requirements

Table 3-3: Unified Recorder Hardware Platform (Intel Processor Based) Minimum Requirements

Server Type HP G6/Dell R610/IBM X3650 M3 Server

CPU 2 x Quad Core Intel® Xeon® Processors E5530 processors (2.4 GHz)


10 GB

Network Interface Two Dual port Gigabit Ethernet NIC with failover and load balancing


Miscellaneous RAID controller with 256 MB battery backed write cache module

Hard Disk Drives should be at least SAS 10 K rpm

CD ROM/DVD Drive



Blade Hardware Platform Minimum Requirements

Blade Hardware Platform Minimum Requirements

Table 3-4: Blade Hardware Platform 1 Minimum Requirements

Server Type • HP/IBM/Cisco UCS Blade Server supporting at least 4 x 146 GB HDDs

-or-

• HP/IBM/Cisco UCS Blade Server supporting at least 2 x 146 GB HDDs

CPU 2 x Quad Core Intel® Xeon® processor E5520 (2.26 GHz, 8MB L3 Cache, DDR3-1066)



Network Interface • Ethernet TCP/IP: minimum speed 100 Mbps configured as Full Duplex

• VoIP Loggers require at least 2 NICs and can support up to 6 NICs

Miscellaneous



Fiber channel connection to external storage (when needed for Database, Data Mart or Storage Center)



Cluster Hardware Platform Minimum Requirements

Cluster Hardware Platform Minimum Requirements

Table 3-5: Cluster Hardware Platform Minimum Requirements

Server Type 2 x HP/IBM/Dell Server/Cisco UCS

CPU • 2 x Quad Core Intel® Xeon® Processor E5520 (2.26 GHz, 8MB L3 Cache, DDR3-1066)

-or-

• 2 x Quad core AMD Opteron™ Processor, 2.6 GHz, 1000Mhz FSB



Network Interface 4 x Gigabit Ethernet ports


Miscellaneous



CD ROM/DVD Drive

Storage Controller

If required by vendor to support Fiberchannel/iSCSI connectivity

Storage Unit Vendor approved Fiber channel/iSCSI SAN with at least 3 x 72 GB 15K and 3 x 146 GB 15K



NICE Sentinel Hardware Platform (1- 20 Monitored Servers)



Table 3-6: NICE Sentinel Hardware Platform (1- 20 Monitored Servers)

Server Type HP/IBM/Dell Server/Cisco UCS

CPU • 1x Quad Core Intel® Xeon® processor, E5620 (12 MB Cache, 2.4 GHz )

-or-

• 1x AMD Quad-Core Opteron 2.4 GHz


4 GB FBD PC2-5300

Network Interface Ethernet ports: minimum speed 100 Mbps configured as Full Duplex

Modem (optional) 56K Modem: required if no VPN connection can be supplied

Miscellaneous


HDDs should be at least SAS 10K rpm

CD ROM/DVD Drive



CPU • 2x Quad Core Intel® Xeon® processor, E5620 (12 MB Cache, 2.4 GHz)

-or-



8 GB FBD PC2-5300



Miscellaneous



CD ROM/DVD Drive







CPU • 4x Quad Core Intel® Xeon® processor, E5620 (12 MB Cache, 2.4 GHz )

-or-



24 GB FBD PC2-5300



Miscellaneous



CD ROM/DVD Drive



Content Analysis Standard HW Platform Minimum Requirements

Content Analysis Standard HW Platform Minimum Requirements

Table 3-9: Content Analysis Standard HW Platform Minimum Requirements


CPU • 2 x Quad Core Intel® Xeon® Processor E5520 (2.26 GHz, 8MB L3 Cache, DDR3-1066))

-or-

• 2 x Quad core AMD Opteron™ Processor, 2.6 GHz, 1000Mhz FSB


16 GB FBD PC2-5300

Network Interface Ethernet Ports: minimum speed 100 Mbps configured as Full Duplex; VoIP Loggers require at least 2 NICs and can support up to 6 NICs

Modem (optional) 56K Modem: Required if no VPN connection can be supplied

Miscellaneous



CD ROM/DVD Drive



Content Analysis Blade HW Platform Minimum Requirements

Content Analysis Blade HW Platform Minimum Requirements

Workstation Hardware Platform Minimum Requirements

Table 3-10: Content Analysis Blade HW Platform Minimum Requirements

Server Type • HP/IBM/Cisco UCS Blade Server supporting at least 4x146GB HDDs

-or-

• HP/IBM/Cisco UCS Blade Server supporting at least 2x146GB HDDs

CPU 2 x Quad Core Intel® Xeon® processor E5520 (2.26 GHz, 8MB L3 Cache, DDR3-1066)


16 GB FBD PC2-5300

Network Interface Ethernet Ports: Minimum speed 100 Mbps configured as Full Duplex; VoIP Loggers require at least 2 NICs and can support up to 6 NICs

Miscellaneous



Fiber channel connection to external storage (when needed for DB,DM or SC)

Table 3-11: Workstation Hardware Platform Minimum Requirements

CPU Pentium 4, 2.4 Ghz equivalent or higher


1 GB

Network Interface Ethernet ports: 10/100Mbps

SVGA Monitor Recommended resolution: 1024 x 768

Miscellaneous • CD ROM/DVD Drive

• Sound Card if Playback Over LAN is required

Notes Applies to All Workstations (Agents, VRA, Sentinel Remote Client, RTS, RTI and so on), including Encryption Environments

Chapter 4: Virtualization


127

4

Virtualization

Contents

General Guidelines.......................................................................................................128

Virtualization with VMWare..........................................................................................128VMWare - Supported Platforms ...............................................................................128Supported Components for VDI ...............................................................................128Supported Components for Server Consolidation - ESX 3.5 ...................................129Supported Components for Server Consolidation - vSphere 4.0/4.1 .......................134

Virtualization with Microsoft Hyper-V .........................................................................140Microsoft Hyper-V - Supported Platforms.................................................................140Microsoft Hyper-V Configuration - Specifications and Guidelines............................140

Virtualization with Citrix Xen .......................................................................................142Supported components for VDI................................................................................142

128 Chapter 4: Virtualization


General Guidelines

General Guidelines• The partitioning requirements for the virtualized NICE Perform components are identical to

those detailed in the Certified Servers Guide for their physical counterparts.

• When 100 Mbps NICs are used, it is essential to calculate the bandwidth requirements and present them to the customer. See Design Considerations for an explanation on how to calculate bandwidth requirements.

• Calls per second are referred to as cps in the tables below. An explanation regarding the different Usage Models can be found in the Design Considerations.

Virtualization with VMWare VMWare - Supported Platforms

Supported Components for VDI

Table 4-1: VMWare - Supported Platforms

Component Supported Version

VMWare ESX/ESXi 3.5, 4.0, 4.1 (vSphere)Note: vSphere 4.0 introduces higher system performance.

VMWare vCenter 2.5, 4.0

Table 4-2: VMWare - Supported components for VDI

VDI connection broker NICE component

• VMWare VDM2.0

• VMWare View 3.1

• Vmware View 4.0 (supported with PCoIP protocol)

NICE Perform Desktop

ROD

NICE Player

Reporter Viewer

ScreenAgent



Virtualization with VMWare

Supported Components for Server Consolidation - ESX 3.5

Table 4-3: Supported Components for Server Consolidation - ESX 3.5

CPU [GHz]

RAM (GB) vCPU Vmotion VMWare

HA Configuration Guidelines Comments

Applications Server 4 3 2 Yes Yes

Database Server 32-bit 6 See SQL Server and RAM Requirements for New Installations on page 161

4 Yes Yes • Can be used only in upgraded systems - not for new deployments

• Minimum Memory Reservation - 4GB.

• Disk Priority (shares) - High for each HDD.

• Requires RDM (Mapped Raw LUN) for the SQL log/data files.

• VSphere sizing is based on Nehalem processors only.• In DataBase, Data Mart, Interactions Center, Applications, when cps is lower than 16cps, CPU sizing must be 20% lower and rounded up. For Example: DM CPU must be

8.5*0.8=6.8. In other words, sizing must be 7.• Microsoft Cluster on VMWare is supported according to the verified cluster configuration in this guide and in the IDD.• VMware Virtualized VoIP logger supports N+1 and Encryption.• VMware vSphere 4.0 introduces higher system performance.




Database Server 64-bit 11 See SQL Server and RAM Requirements for New Installations on page 161

4 Yes Yes

Data Mart 64-bit 8.5 See SQL Server and RAM Requirements for New Installations on page 161

4 Yes Yes

Interactions Center 3.5 4 2 Yes Yes

Table 4-3: Supported Components for Server Consolidation - ESX 3.5 (Continued)

CPU [GHz]








Passive VoIP Logger (up to 200 channels)

5.5 3 2 Supported with possible audio loss of up to 3 seconds

Yes • Dedicated NIC configured to Promiscuous mode.

• Memory Reservation - 3 GB.

• Balloon Driver - Disabled.

• Backup devices on VoIP Loggers are not supported.

See Virtualization Configuration Guide for further details.

Passive VoIP Logger (201 - 400 channels)

10 3 4 Supported with possible audio loss of up to 3 seconds


• Memory Reservation - 3 GB.





CPU [GHz]








Active VoIP Loggers (up to 300 channels)


Yes • Memory Reservation - 3 GB.



NiceScreen Logger (up to 250 channels)

3.3 3 2 Yes Yes

Storage Center (non-IA deployment)

8 3 4 Yes Yes

Storage Center (IA deployments)

9 3 4 Yes Yes

Content Analysis Server (Word Search & STT)

10.5 4 4 Yes Yes Each CA server that is installed on a VM must have a dedicated LUN

100% CPU resources should be available

NICE Sentinel(1 - 20 Monitored Servers)

3 4 2 Yes Yes Must be installed on a different ESX to maintain system alarming.

Unified/Semi-Distributed Configuration

10 4 4 Yes Yes See guideline per component above.


CPU [GHz]








SMB 9 4 4 Supported with possible audio loss of up to 3 seconds

Yes Memory Reservation - 4 GB.

WMS (up to 16 Concurrent Saved processes)

19 4 8 Yes Yes

Unified Recorder (Up to 200 Active VoIP channels or 400 Passive Channels)


Yes

Telephony Services Server (Dialogic HMP)

2.5 2 2 Yes Yes


CPU [GHz]








Supported Components for Server Consolidation - vSphere 4.0/4.1

Table 4-4: Supported Components for Server Consolidation - vSphere 4.0/4.1

CPU [GHz]


HAConfiguration Guidelines Comments

Applications Server 1.5 3 2 Yes Yes

Database Server 32-bit 6 3 4 Yes Yes • Can be used only in upgraded systems (not new deployments).

• Minimum Memory Reservation - 4GB.

• Disk Priority (shares) - High for each HDD.

• Requires RDM (Mapped Raw LUN) for the SQL log/data files.






Database Server 64-bit 8.5 See SQL Server and RAM Requirements for New Installations on page 161

4 Yes Yes

Data Mart 64-bit 8.5 See SQL Server and RAM Requirements for New Installations on page 161

4 Yes Yes

Interactions Center 2.5 4 2 Yes Yes

Table 4-4: Supported Components for Server Consolidation - vSphere 4.0/4.1 (Continued)

CPU [GHz]








Passive VoIP Logger (up to 200 channels)



• Memory Reservation: 3 GB.

• Balloon Driver: Disabled.




CPU [GHz]








Passive VoIP Logger (201 - 512 channels)



• Memory Reservation: 3 GB.




Active VoIP Loggers (up to 300 channels)


Yes • Memory Reservation: 3 GB.




CPU [GHz]








NiceScreen Logger (up to 250 channels)

2 2 1 Yes Yes

Storage Center (non-IA deployments up to 4 Loggers)

3 2 2 Yes Yes

Storage Center (non-IA deployments above 4 Loggers)

8 3 4 Yes Yes

Storage Center (IA deployments)

9 3 4 Yes Yes

Content Analysis Server (Word Search & STT)

21 4 8 Yes Yes • Running with 5 Analytics threads.

• Each CA server that is installed on a VM must have a dedicated LUN

NICE Sentinel(1 - 20 Monitored Servers)

3 4 2 Yes Yes Must be installed on a different ESX to maintain system alarming.


CPU [GHz]









10 4 4 Yes Yes See guideline per component above.

SMB 9 4 4 Supported with possible audio loss of up to 3 seconds

Yes Memory Reservation:4 GB.

WMS (16 Concurrent Saved process)

19 4 8 Yes Yes

Unified Recorder (Up to 200 Active VoIP channels or 400 Passive Channels)

10 10 4 No Yes

Telephony Services Server (Dialogic HMP)

2.5 2 2 Yes No


CPU [GHz]







Virtualization with Microsoft Hyper-V

Virtualization with Microsoft Hyper-V Microsoft Hyper-V - Supported Platforms

Microsoft Hyper-V Configuration - Specifications and Guidelines

Table 4-5: Microsoft Hyper-V - Supported Platforms

Component Supported Version Comments

Windows Server 2008 Hyper-V R2 • Windows 2008 R2 Hyper-V is the certified hypervisor, however, each NICE Perform component must be deployed as a Virtual Machine on top of this hypervisor with a certified operating system.

• See Server Requirements on page 13 for the certified operating system per NICE Perform component.

Windows Server 2008 SCVMM R2

Intel Nehalem processors

Table 4-6: Microsoft Hyper-V Configuration - Specifications and Guidelines

CPU (GHz) RAM (GB) vCPU count Live Migration Configuration

Guidelines

Applications Server 3.5 3 2 Yes

Database Server (64-bit) 7 See SQL Server and RAM Requirements for New Installations on page 153

4 Yes Requires physical drive disc for the SQL log/data files

Data Mart Server (64-bit)) 8 See SQL Server and RAM Requirements for New Installations on page 153

4 Yes Requires physical drive disc for the SQL log/data files



Virtualization with Microsoft Hyper-V

Interactions Center 2.5 3 2 Yes

NiceScreen Logger 3.3 3 2 Yes

Storage Center(non-Interactions Analytics deployments)

5 3 4 Yes

Storage Center(Interactions Analytics deployments)

9 3 4 Yes


11 4 4 Yes

NICE Sentinel 3 4 2 Yes Must be installed on a different Hyper-V server to maintain system alarming

Table 4-6: Microsoft Hyper-V Configuration - Specifications and Guidelines (Continued)

CPU (GHz) RAM (GB) vCPU count Live Migration Configuration

Guidelines



Virtualization with Citrix Xen

Virtualization with Citrix Xen Supported components for VDI

Table 4-7: Supported components for VDI

XenDesktop 4.0 NICE Component

• XenServer 5.5/5.6

• XenCenter 5.5.2/5.6

• XenDelivery Controller 4.0

NICE Perform Desktop

ROD

NICE Player

Reporter Viewer

ScreenAgent

Desktop Analytics Agent (FKA ScreenSense Agent)

Note:• Customer Virtual desktops can reside on an ESX server or on a XenServer.•• Citrix XenServer - servers sizing (i.e. CPU, RAM, vCPU) requires NICE approval .

Chapter 5: Partitioning Requirements


143

5

Partitioning Requirements

Contents

Unified Server - Partitioning Requirements ...............................................................145

Unified Cluster Server - Partitioning Requirements..................................................146

Semi-Distributed NICE Perform Server - Partitioning Requirements ......................147

Semi-Distributed Database and Data Mart Server - Partitioning Requirements .....148

Multi Channel Interaction Center (Semi-Distributed AQO) - Partitioning Requirements................................................................................................................148

Unified Recorder - Partitioning Requirements...........................................................149

Applications Server - Partitioning Requirements......................................................149

Clustered Applications Server - Partitioning Requirements ....................................150

Database Server - Partitioning Requirements............................................................150

Clustered Database Server - Partitioning Requirements..........................................151

Interactions Center Server - Partitioning Requirements...........................................151

Clustered Interactions Center Servers - Partitioning Requirements .......................152

VoIP Logger Server (RAID 1 / RAID 5).........................................................................152

NiceScreen Logger Server - Partitioning Requirements...........................................153

Data Mart Server - Partitioning Requirements ...........................................................153

Windows Media Stream Server - Partitioning Requirements ...................................153

Telephony Services Server - Partitioning Requirements..........................................154

Storage Center Server - Partitioning Requirements..................................................154

Content Analysis Server - Word Search - Partitioning Requirements.....................155

Content Analysis Server - Speech to Text - Partitioning Requirements..................155

Content Analysis Server - Text Analysis - Partitioning Requirements....................156

NICE Sentinel (1 - 20 Monitored Servers) - Partitioning Requirements...................157

NICE Sentinel (21-100 Monitored Servers) Partitioning Requirements ...................157

144 Chapter 5: Partitioning Requirements


SMB - Partitioning Requirements................................................................................158

RTI Connect Server - Partitioning Requirements ......................................................159

NICE InterAct Server - Partitioning Requirements ....................................................159

NICE Interact Database Server - Partitioning Requirements ....................................159



Unified Server - Partitioning Requirements

Unified Server - Partitioning Requirements Table 5-1: Unified Server General Deployment - Partitioning Requirements

Array RAID Partition NTFS

Size Installation Type

A RAID 1 C 40 GB OS

D 50 GB Applications ServerDatabase ServerNICE Interactions Center ServerData MartTelephony Services ServerNICE Storage Center ServerDesktop Analytics ServerNiceScreen Logger filesSQL installation files

E Calculated SQL Log

• Use the DB calculator for accurate space requirements.

B RAID 1 F Calculated SQL Data


C RAID 1 G Calculated Screen Data

D RAID 1 H Calculated Required in case more space is needed for SQL Data


NICE Perform Release 4.1 installation files requires up to 25GB of free space on the servers (Depending on the deployment schema).



Unified Cluster Server - Partitioning Requirements

Unified Cluster Server - Partitioning Requirements Table 5-2: Unified Cluster Server - Partitioning Requirements

Array RAID Partition NTFS Size Installation Type

A RAID 1 C 40 GB OS

E 50 GB Application Server

Database Server

Interactions Center

SQL installation files



A RAID 5 Q 500 MB Quorum

L Calculated SQL Log


B RAID 5 D Calculated SQL Data





Semi-Distributed NICE Perform Server - Partitioning Requirements

Semi-Distributed NICE Perform Server - Partitioning Requirements

Table 5-3: Semi-Distributed NICE Perform Server - Partitioning Requirements


A RAID 1 C 40 GB OS

D 50 GB Applications server

Interactions Center

Telephony Services server

Storage Center server

RTI Connect server

Screen Logger (MML) files SQL installation files

B RAID 1 E Calculated Screen Data (up to 500 GB, according to screen activity volume and retention requirements)




Semi-Distributed Database and Data Mart Server - Partitioning Requirements

Semi-Distributed Database and Data Mart Server - Partitioning Requirements

Multi Channel Interaction Center (Semi-Distributed AQO) - Partitioning Requirements

Table 5-4: Semi-Distributed Database and Data Mart Server - Partitioning Requirement

Array RAID Partition NTFS Size Installation type

A RAID 1 C 40 GB OS

D 50 GB Database and Data Mart Server SQL installation files

B RAID 1 E Calculated SQL Log (Use the DB calculator for accurate space requirements)

C RAID 5 F Calculated SQL Data (Use the DB calculator for accurate space requirements)


Table 5-5: Multi Channel Interaction Center (Semi-Distributed AQO) - Partitioning Requirements


A RAID 1 C 40 GB OS

D 50 GB Interactions Center

Text Connector

Text Injector Service (TIS)

Text Analysis Server

B RAID 5 E Calculated Text Analysis Indexes (Use the IA calculator for indexing space requirements)




Unified Recorder - Partitioning Requirements

Unified Recorder - Partitioning Requirements

Applications Server - Partitioning Requirements

Table 5-6: Unified Recorder - Partitioning Requirements

Array RAID Partition Size Installation type

A RAID 1 CNTFS

40 GB OS

DNTFS

50 GB Interactions Center

VoIP Logger

NiceScreen Logger files

B RAID 1 ENTFS

calculated Screen Data

C RAID 1 F Unformatted

125 GB / 193 GB

Voice Data:

• For up to 250 channels, 193 GB of unformatted partition space is required.

• For more than 250 channels, 125 GB of unformatted partition space is required.


Table 5-7: Applications Server - Partitioning Requirements



A RAID 1 C 40 GB OS

D 20 GB Applications Server




Clustered Applications Server - Partitioning Requirements

Clustered Applications Server - Partitioning Requirements

Database Server - Partitioning Requirements

Table 5-8: Clustered Applications Server - Partitioning Requirements

Array RAID PartitionNTFS


A RAID 1 C 40 GB OS

D 20 GB Applications Server





Table 5-9: Database Server - Partitioning Requirements



A RAID 1 C 40 GB OS

D 50 GB • Database Server

• SQL installation files

B* RAID 1 E Calculated SQL Log


C RAID 5 F Calculated SQL Data





Clustered Database Server - Partitioning Requirements

Clustered Database Server - Partitioning Requirements

Interactions Center Server - Partitioning Requirements

Table 5-10: Clustered Database Server - Partitioning Requirements



A RAID 1 C 40 GB OS

E 50 GB SQL installation files

Database Server




L Calculated SQL Log files


B RAID 5 D Calculated SQL Data files



Table 5-11: Interactions Center Server - Partitioning Requirements


A RAID 1 C 40 GB OS

D 55 GB NICE Interactions Center Server




Clustered Interactions Center Servers - Partitioning Requirements

Clustered Interactions Center Servers - Partitioning Requirements

VoIP Logger Server (RAID 1 / RAID 5)

Table 5-12: Clustered Interactions Center Servers - Partitioning Requirements



A RAID 1 C 40 GB OS

D 55 GB NICE Interactions Center Server





Table 5-13: VoIP Logger Server / Branch VoIP Logger (RAID 5)

Array RAID Partition Size Installation Type

A RAID 1- or -RAID 5

CNTFS

40 GB OS

DNTFS

5 GB NICE VoIP Logger

EUnformatted

125 GB / 193 GB Voice Data:

• For up to 250 channels, 193 GB of unformatted partition space is required.

• For more than 250 channels, 125 GB of unformatted partition space is required.




NiceScreen Logger Server - Partitioning Requirements

NiceScreen Logger Server - Partitioning Requirements

Data Mart Server - Partitioning Requirements

Windows Media Stream Server - Partitioning Requirements

Table 5-14: NiceScreen Logger Server - Partitioning Requirements


A RAID 1 C 40 GB OS

D 20 GB NiceScreen Logger files

B RAID 1 E Calculated Screen Data (up to 500 GB, according to screen activity volumes and retention requirements).


Table 5-15: Data Mart Server - Partitioning Requirements


A RAID 1 C 40 GB OS

D 50 GB Data Mart Server

E Calculated SQL Log


B RAID 1 F Calculated SQL Data



Table 5-16: Windows Media Stream Server - Partitioning Requirements


A RAID1C 40 GB OS

D 20 GB Telephony Services Server




Telephony Services Server - Partitioning Requirements

Telephony Services Server - Partitioning Requirements

Storage Center Server - Partitioning Requirements

Table 5-17: Telephony Services Server - Partitioning Requirements


A RAID 1 C 40 GB OS

D 20 GB Telephony Services Server


Table 5-18: Storage Center Server - Partitioning Requirements


A RAID 1 C 40 GB OS

D 40 GB NICE Storage Center Server

B RAID 1 E Calculated SC Storage Media

• Use the SC calculator for accurate space requirements.




Content Analysis Server - Word Search - Partitioning Requirements

Content Analysis Server - Word Search - Partitioning Requirements

Content Analysis Server - Speech to Text - Partitioning Requirements

Table 5-19: Content Analysis Server - Word Search - Partitioning Requirements



A RAID 1 C 40 GB OS

B RAID 1 D 30 GB Audio Analysis

C RAID 5 E Calculated Audio Analysis Indexes (Use the IA calculator for indexing space requirements)

Language Groups of Analytics:• Group 1: English (US), English (UK), English (AU), English (SA), German, French, French (Canadian), Spanish

(Spain), Spanish South America, Portuguese (Brazil), French, Spanish South America.• Group 2: Dutch, Italian, Portuguese (Portugal).


Table 5-20: Content Analysis Server - Speech-to-Text - Partitioning Requirements



A RAID 1 C 40 GB OS

D 30 GB Audio Analysis


(Spain), Spanish South America, Portuguese (Brazil), French, Spanish South America.• Group 2: Dutch, Italian, Portuguese (Portugal).




Content Analysis Server - Text Analysis - Partitioning Requirements

Content Analysis Server - Text Analysis - Partitioning Requirements

Table 5-21: Content Analysis Server - Text Analysis - Partitioning Requirements



A RAID 1 C 40 GB OS

B RAID 1 D 30 GB Text Analysis Server

C RAID 5 E Calculated Text Analysis

• Use the IA calculator for indexing space requirements.


(Spain), Spanish (South America), Portuguese (Brazil).• Group 2: Dutch, Italian, Portuguese (Portugal).




NICE Sentinel (1 - 20 Monitored Servers) - Partitioning Requirements

NICE Sentinel (1 - 20 Monitored Servers) - Partitioning Requirements

NICE Sentinel (21-100 Monitored Servers) Partitioning Requirements

NICE Sentinel for Multiple Data Centers

Table 5-22: NICE Sentinel Basic (1-20 Monitored Servers) - Partitioning Requirements



A RAID 1 C 40 GB OS

D 35 GB NICE Sentinel


Table 5-23: NICE Sentinel (21-100 Monitored Servers) ) - Partitioning Requirements



A RAID 1 C 40 GB OS



Table 5-24: NICE Sentinel for Multiple Data Centers- Partitioning Requirements



A RAID 1 C 40 GB OS


E (on SAN)

50 GB SQL Log and Data (Dedicated LUN on Storage)




SMB - Partitioning Requirements

SMB - Partitioning Requirements Table 5-25: SMB - Partitioning Requirements

Array RAID Partition Size Installation Type

A RAID 1 CNTFS

40 GB OS

DNTFS

50 GB Applications ServerDatabase ServerNICE Interactions Center ServerData MartTelephony Services ServerNICE Storage Center ServerNiceScreen Logger files SQL installation filesNICE VoIP Logger

ENTFS

Calculated SQL Log


B RAID 1 FNTFS

Calculated SQL Data

• Use the DB calculator for accurate space requirements

C RAID 1 GNTFS

Calculated Screen Data

• Up to 500 GB, according to screen activity volumes and retention requirements.

D RAID 1 HUnformatted

193 GB Voice Data (when deploying SMB - VoIP) - 193GB required for up to 100 VoIP Channels




RTI Connect Server - Partitioning Requirements

RTI Connect Server - Partitioning Requirements

NICE InterAct Server - Partitioning Requirements

NICE Interact Database Server - Partitioning Requirements

Table 5-26: RTI Connect Server - Partitioning Requirements



A RAID 1 C 40 GB OS

D 20 GB Content Analysis Server


Table 5-27: NICE Interact Server - Partitioning Requirements



A RAID 1 C 40 GB OS

D 100 GB NICE Interact


Table 5-28: NICE Interact Database Server - Partitioning Requirements



A RAID 1C 40 GB OS

D 50 GB Database Server SQL installation files

B RAID 1 E Calculated SQL Log (use the RTI DB calculator for accurate space requirements)

C RAID 5 F Calculated SQL Data use the RTI DB calculator for accurate space requirements)


Chapter 6: SQL Server and RAM Requirements for New Installations


161

6

SQL Server and RAM Requirements for New Installations

Contents

SQL Server and RAM Requirements - Guidelines for New Installations .................162SQL Server and RAM Requirements for NICE Perform Release 4.1 (New Installations) .............................................................................................................162SQL Server and RAM Requirements for NICE Perform Release 4.1 with Interaction Analytics (New Installations) ....................................................................................164

162 Chapter 6: SQL Server and RAM Requirements for New Installations


SQL Server and RAM Requirements - Guidelines for New Installations


• SQL Server and RAM Requirements for NICE Perform Release 4.1 (New Installations) on page 162

• SQL Server and RAM Requirements for NICE Perform Release 4.1 with Interaction Analytics (New Installations) on page 164

SQL Server and RAM Requirements for NICE Perform Release 4.1 (New Installations)

Table 6-1: SQL Server and RAM Requirements for NICE Perform Release 4.1 (New Installations

EnvironmentSQL Server / RAM

Software


SQL Server SQL Server 2005/2008 Standard Edition (64-bit)

RAM 16 GB

Distributed Database Server SQL Server SQL Server 2005/2008 Standard Edition (64-bit)

RAM 16 GB

Distributed Data Mart SQL Server SQL Server 2005/2008 Standard Edition (64-bit)

RAM 16 GB

High-End Distributed Database Server SQL Server SQL Server 2008 Enterprise Edition (64-bit)

RAM 144 GB

Additional Guidelines:• The above prerequisites are relevant to Distributed deployments and Semi-Distributed deployments. SMB and Unified

deployments require SQL (32-bit) Standard Edition with 4 GB RAM.• For deployments with less than 2000 seats, the Database Server and Data Mart can reside on the same SQL Server (only for

implementations without Interactions Analytics).• For deployments consisting of a Multiple Data Center Solution, refer to the Design Consideration guide regarding the

requirements for Database and Data Mart.Notes: • SQL Servers (32-bit) can only be deployed on top of operating systems with a (32-bit) architecture.\• SQL Servers (64-bit) can only be deployed on top of operating systems with a (64-bit) architecture.• All certified servers support a (64-bit) Windows Server operating system – no additional hardware is needed to support the

above.• Deploying more than 32 GB RAM requires an Enterprise Edition Operating System.




High-End Distributed Data Mart SQL Server SQL Server 2008 Enterprise Edition (64-bit)

RAM 32 GB

Table 6-1: SQL Server and RAM Requirements for NICE Perform Release 4.1 (New Installations

EnvironmentSQL Server / RAM

Software

Additional Guidelines:• The above prerequisites are relevant to Distributed deployments and Semi-Distributed deployments. SMB and Unified

deployments require SQL (32-bit) Standard Edition with 4 GB RAM.• For deployments with less than 2000 seats, the Database Server and Data Mart can reside on the same SQL Server (only for

implementations without Interactions Analytics).• For deployments consisting of a Multiple Data Center Solution, refer to the Design Consideration guide regarding the

requirements for Database and Data Mart.Notes: • SQL Servers (32-bit) can only be deployed on top of operating systems with a (32-bit) architecture.\• SQL Servers (64-bit) can only be deployed on top of operating systems with a (64-bit) architecture.• All certified servers support a (64-bit) Windows Server operating system – no additional hardware is needed to support the

above.• Deploying more than 32 GB RAM requires an Enterprise Edition Operating System.




SQL Server and RAM Requirements for NICE Perform Release 4.1 with Interaction Analytics (New Installations)

Table 6-2: SQL Server and RAM Requirements for NICE Perform Release 4.1 with Interaction Analytics (New Installations)

Less than 800 seats Greater than 800 seats


SQL Server SQL Server 2008 Standard Edition (64-bit)

-

RAM 32 GB

Distributed Database Server SQL Server - SQL Server 2008 Standard Edition (64-bit)

RAM 32 GB

Distributed Data Mart SQL Server - SQL Server 2008 Enterprise Edition (64-bit)

RAM 64 GB

High-End Distributed Database Server

SQL Server - SQL Server 2008 Enterprise Edition (64-bit)

RAM 144 GB

Additional Guidelines for Interaction Analytics deployments:In Distributed deployments, the Database Server and Data Mart must reside on dedicated servers (and not on the same physical server), regardless of the number of seats.Note: Deploying more than 32 GB RAM requires an Enterprise Edition Operating System.

Chapter 7: Backup Devices


165

7

Backup Devices

Contents

Certified Backup Devices per Server Type.................................................................166

166 Chapter 7: Backup Devices


Certified Backup Devices per Server Type

Certified Backup Devices per Server Type Table 7-1: Certified Backup Devices per Server Type

Server Type Device Type Device

HP / Dell / IBM DAT72 USB / SCSI / SATA Any

HP / Dell / IBM DAT160 Any

Note:• The total number of supported archiving devices per system is 2. Both must be of the same type and model.• For SATA archiving devices, IDE native mode must be used. AHCI mode is not supported.• SATA archiving devices are not supported within IBM X3500 servers.

Chapter 8: Dialogic Boards


167

8

Dialogic Boards

Contents

Certified Dialogic Boards: Analog Boards - JCT.......................................................168

Certified Dialogic Boards: Analog Boards - DIVA .....................................................171

Certified Dialogic Boards: Digital Boards - JCT ........................................................172

Certified Dialogic Boards: Digital Boards - HMP DNI................................................173

Allowed Mixtures ..........................................................................................................174

Dialogic HMP IP for VoIP..............................................................................................175

Additional Notes ...........................................................................................................175

168 Chapter 8: Dialogic Boards


Certified Dialogic Boards: Analog Boards - JCT

Certified Dialogic Boards: Analog Boards - JCT Table 8-1: Certified Dialogic Boards: Analog Boards - JCT

Card Description Required Riser RoHS Form Factor Known Dialogic Part

Numbers TypeWindows 2008 32-bit

Windows 2008 and 2008 R2 64-bit

D4PCIUFW 4-port Analog PCI Yes Half length, full height

Dialogic Order Codes: 881-775

JCT Yes Yes

D4PCIUFWEU 4-port Analog PCI Yes Half length, full height

Dialogic Order Codes: 881-803Available in Europe

JCT Yes Yes

D41JCTLSEW 4-port Analog PCIe Yes Full size Dialogic Order Codes: 887-491

JCT Yes Yes

D41JCTLSEWEU 4-port Analog PCIe Yes Full size Dialogic Order Codes: 887-495Available in Europe

JCT Yes Yes

D41JCTLSEWIN 4-port Analog PCIe Yes Full size Dialogic Order Codes: 887-548Available in India

JCT Yes Yes

D41JCTLSEWCN 4-port Analog PCIe Yes Full size Dialogic Order Codes: 887-557Available in China

JCT Yes Yes

D41JCTLSEWJP 4-port Analog PCIe Yes Full size Dialogic Order Codes: 887-705Available in Japan

JCT Yes Yes

D41JCTLSW 4-port Analog PCI Yes Full size Dialogic Order Codes: 881-770

JCT Yes Yes




D41JCTLSWEU 4-port Analog PCI Yes Full size Dialogic Order Codes: 881-592Available in Europe

JCT Yes Yes

D41JCTLSWIN 4-port Analog PCI Yes Full size Dialogic Order Codes: 881-851Available in India

JCT Yes Yes

D41JCTLSWCN 4-port Analog PCI Yes Full size Dialogic Order Codes: 881-859Available in China

JCT Yes Yes

D41JCTLSWJP 4-port Analog PCI Yes Full size Dialogic Order Codes: 881-698Available in Japan

JCT Yes Yes

D120JCTLSW 12-port Analog PCI Yes Full size Dialogic Order Codes: 881-762

JCT Yes Yes

D120JCTLSWEU 12-port Analog PCI Yes Full size Dialogic Order Codes: 881-816Available in Europe

JCT Yes Yes

D120JCTLSWIN 12-port Analog PCI Yes Full size Dialogic Order Codes: 881-847Available in India

? Yes

D120JCTLSEW 12-port Analog PCIe Yes Full size Dialogic Order Codes: 884-594

JCT Yes Yes

Table 8-1: Certified Dialogic Boards: Analog Boards - JCT (Continued)







D120JCTLSEWIN 12-port Analog PCIe Yes Full size Dialogic Order Codes: 884-579Available in India

JCT Yes Yes

D120JCTLSEWEU 12-port Analog PCIe Yes Full size Dialogic Order Codes: 884-578Available in Europe

JCT Yes Yes

Table 8-1: Certified Dialogic Boards: Analog Boards - JCT (Continued)






Certified Dialogic Boards: Analog Boards - DIVA

Certified Dialogic Boards: Analog Boards - DIVA Table 8-2: Certified Dialogic Boards: Analog Boards - DIVA




DIVA Analog 4 PCI

4 ports analog PCI Full size Dialogic Order Codes:EMEA: 306-232China: 306-260US&JAPAN: 601-310-50

DIVA Yes Yes

DIVA Analog 8 PCI

8 ports analog PCI Full size Dialogic Order Codes:EMEA: 306-233China: 306-259US&JAPAN: 601-309-50

DIVA Yes Yes

DIVA Analog 4 PCIe

4 ports analog PCIe Half length, full height

Dialogic Order Codes:EMEA: 306-389US&JAPAN: 601-313-50

DIVA Yes Yes

DIVA Analog 8 PCIe

8 ports analog PCIe Half length, full height

Dialogic Order Codes:EMEA: 306-395US&JAPAN: 601-317-50

DIVA Yes Yes



Certified Dialogic Boards: Digital Boards - JCT

Certified Dialogic Boards: Digital Boards - JCT • Use only when expanding an existing configuration with a JCT Digital board.

Table 8-3: Certified Dialogic Boards: Digital Boards - JCT

Card Description Required Riser RoHS Form

FactorKnown Dialogic Part Numbers Type

Windows 2008 32-bit


D300JCTE1120W 30-port Digital E1 PCI Yes Full size Dialogic Order Codes: 881-767

JCT Yes Yes

D300JCTE1120EW 30-port Digital E1 PCIe Yes Full size Dialogic Order Codes: 887-533

JCT Yes Yes

D240JCTT1W 24-port Digital T1 PCI Yes Full size Dialogic Order Codes: 881-766

JCT Yes Yes

D240JCTT1WJP 24-port Digital T1 PCI Yes Full size Dialogic Order Codes: 881-877Available in Japan

JCT Yes Yes

D240JCTT1EW 24-port Digital T1 PCIe Yes Full size Dialogic Order Codes: 887-531

JCT Yes Yes



Certified Dialogic Boards: Digital Boards - HMP DNI

Certified Dialogic Boards: Digital Boards - HMP DNI Table 8-4: Certified Dialogic Boards: Digital Boards - HMP DNI

Card Description Required Riser RoHS Form Factor Known Dialogic

Part Numbers TypeWindows 2008 32-bit


DNI310TEPEHMPQ Digital E1/T1 PCIe Yes Full size HMP DNI

No No

DNI610TEPEHMPQ 2 Digital E1/T1 trunks PCIe Yes Full size HMP DNI

No No

DNI300TEPHMP Digital E1/T1 PCI Full size HMP DNI

No No

DNI601TEPHMP 2 Digital E1/T1 trunks PCI Full size HMP DNI

No No



Allowed Mixtures

Allowed Mixtures Table 8-5: Dialogic Boards - Allowed Mixtures

Dialogic SR6 Analog

Dialogic SR6 Digital E1/T1

Dialogic DIVA Analog

Dialogic HMP Digital E1/T1 Dialogic HMP IP

Dialogic SR6 Analog Yes No No No No

Dialogic SR6 Digital E1/T1 No Yes No No No

Dialogic DIVA Analog No No Yes Yes Yes

Dialogic HMP Digital E1/T1 No No Yes Yes Yes

Dialogic HMP IP No No Yes Yes Yes



Dialogic HMP IP for VoIP

Dialogic HMP IP for VoIP The Telephony Services Server supports VMWare ESXi 4.0 in the following environment:

• VoIP environment only.

• NICE Perform 3.5 UP 9 and up.

• Windows Server 2003 R2 SP2 32-bit.

• Dialogic HMP Release 3.0 SU279.

Additional Notes • A mixture of E1 and T1 boards on the same Telephony Services Server is not supported.

• Dialogic Boards cannot be used in an SMB deployment.

• The Telephony Services Server for NICE Perform Release 3.2 supports Dialogic Driver SR 6.0 Service Update 235 starting NICE Perform Release 3.2.11.

• The Telephony Services Server for NICE Perform Release 3.5 supports Dialogic Driver SR 6.0 Service Update 235 starting NICE Perform Release 3.5.4.

• The Telephony Services Server supports only the DIVA Driver 8.5.

• The Telephony Services Server supports only the HMP 3.0 Service Update 262.

• Virtual machine is not supported beside HMP IP, as described above in Dialogic HMP IP for VoIP.

• JCT boards support Windows 2008 Release 1 (32-bit), Windows 2008 Release 1 (64-bit) (using WOW) and Windows 2008 Release 2.

This requires using Dialogic driver SR6.0 with service update 235 and starting from NICE Perform Release 3.2 Update Pack 12 and NICE Perform Release 3.5 Update Pack 6.

Chapter 9: Boot from SAN


177

9

Boot from SAN

Contents

SAN Prerequisites ........................................................................................................178

NICE Perform Support on SAN....................................................................................179

178 Chapter 9: Boot from SAN


SAN Prerequisites

SAN Prerequisites The following are prerequisites for NICE Components Compatibility with Boot from SAN / Reside on SAN.

• Different LUNs for Data and Log files (both Database and Data Mart).

• Dedicated LUN for NICE Perform.

• Fiber Channel or iScsi 10Gbit.

• HDDs on the SAN 15K SAS or better.

• Average Disk sec/Read Write of less than 10ms.



NICE Perform Support on SAN


Table 9-1: SAN Support

Server Suppported?

Unified Server Requires NICE Approval

Unified Cluster Server Requires NICE Approval

Semi-Distributed NICE Perform Server Yes

Applications Server Yes

Clustered Applications Servers Requires NICE Approval

Database Server Yes

Clustered Database Servers Yes

Semi-Disstributed Database and Data Mart Server

Yes

Semi-Distributed Database and Data Mart Clustered Servers

Requires NICE Approval

Interactions Center Server and Multi-Channel Interactions Center (Semi-Distributed AQO)

Yes

Clustered Interactions Center Servers Requires NICE Approval

VoIP Logger Server Yes

NiceScreen Logger Server Yes

Unified Recorder Requires NICE Approval

Data Mart Server Yes

Telephony Services Server No

Storage Center Server Yes

Content Analysis Server-Word Search Yes

Content Analysis Server-Speech to Text Yes

Content Analysis Server -Text Analsis Yes

NICe Sentinel Yes

Windows Media Streaming (WMS) Server Requires NICE Approval

Applicatin Delivery Server (Terminal Server or Citrix Server)

Requires NICE Approval

SMB Requires NICE Approval

RTI Connect Server Requires NICE Approval




Interact Server Requires NICE Approval

Table 9-1: SAN Support (Continued)

Server Suppported?

Index


181

IndexA

analog boardsDIVA 171JCT 168

application delivery server 90applications server

hardware and software requirements 24partitioning requirements 149

Bbackup devices 165

certified backup devices per server type 166blade hardware platform 121Boot from SAN 177Branch VoIP Logger (RAID1/RAID 5)

partitioning requirements 152

Ccertified dialogic boards

analog boardsDIVA 171JCT 168

digital boardsHMP DNI 173JCT 172

Citrix serverhardware and software requirements 90

Citrix Xen 142cluster hardware platform 122clustered applications server


clustered database serverhardware and software requirements 33partitioning requirements 151

clustered interactions center serverhardware and software requirements 45partitioning requirements 152

Content Analysis server - speech to text serverhardware and software requirements 72partitioning requirements 155

Content Analysis server - text analysis serverhardware and software requirements 75

partitioning requirements 156Content Analysis server - word search server


DData Mart cluster server

hardware and software requirements 60Data Mart server


database serverhardware and software requirements 30partitioning requirements 150

dialogic boards 167additional notes 175allowed mixtures 174

dialogic HMP IP for VoIP 175digital boards

HMP DNI 173JCT 172

Hhardware platforms 117

agent workstation hardware platform 126blade hardware platform 121cluster hardware platform 122High End Database Hardware Platform 119NICE Sentinel Advanced hardware 123NICE Sentinel Basic hardware 123NICE Sentinel Ultimate hardware 124standard platform 118Unified Recorder Hardware Platform 120

hardware requirements 13Hyper-V 140

IIntel processor based hardware platform

High End Database Hardware Platform 119Unified Recorder Hardware Platform 120

Interact serverhardware and software requirements 102

Interact server database

Index


182

hardware and software requirements 105interactions center server - distributed

partitioning requirements 148Interactions Center server and Multi Channel

Interaction Center (Semi-Distributed AQO) 42

MMicrosoft Hyper-V 140

configuration 140supported platforms 140

NNICE Interact database server

partitioning requirements 159NICE Interact server

partitioning requirements 159NICE Sentinel (1-20 monitored servers)

partitioning requirements 157NICE Sentinel 2.1

hardware and software requirements 78NICE Sentinel 2.1 (101-200 monitored servers)


hardware and software requirements 81NiceScreen Logger server


Ppartitioning requirements 143

RRAM requirements 161

NPR3.2 new installations 162NPR3.2 or 3.5 installations + IA 164NPR3.5 new installations 162

RTI connect serverhardware and software requirements 96, 99

SSAN 177, 178SAN prerequisites 178semi-distributed database and Data Mart cluster

serverhardware and software requirements 39

semi-distributed database and Data Mart serverhardware and software requirements 36partitioning requirements 148

semi-distributed NICE Perform serverhardware and software requirements 21partitioning requirements 147

Sentinel

101-200 monitored servers 1241-20 monitored servers 12321-100 monitored servers 123

Sentinel Advanced hardware platform 123Sentinel Basic hardware platform 123Sentinel Ultimate hardware platform 124server requirements 13

application delivery serverhardware and software requirements 90

applications serverhardware and software requirements 24partitioning requirements 149

Branch VoIP Logger (RAID1/RAID 5)partitioning requirements 152

clustered applications serverhardware and software requirements 27partitioning requirements 150

clustered database serverhardware and software requirements 33partitioning requirements 151

clustered interactions center serverhardware and software requirements 45partitioning requirements 152

Content Analysis server - speech to texthardware and software requirements 72partitioning requirements 155

Content Analysis server - text analysis serverhardware and software requirements 75partitioning requirements 156

Content Analysis server - word searchhardware and software requirements 69partitioning requirements 155

Data Mart cluster serverhardware and software requirements 60

Data Mart serverhardware and software requirements 57partitioning requirements 153

database serverhardware and software requirements 30partitioning requirements 150

Interact serverhardware and software requirements 102

Interact server databasehardware and software requirements 105

interactions center server - semi-distributedpartitioning requirements 148

Interactions Center server and Multi Channel Interaction Center (Semi-Distributed AQO) 42

NICE Interact database serverpartitioning requirements 159

NICE Interact server

Index


183

partitioning requirements 159NICE Sentinel (1-20 monitored servers)

partitioning requirements 157NICE Sentinel 2.1 (101-200 monitored servers)



hardware and software requirements 81NiceScreen Logger server


RTI connect serverhardware and software

requirements 96, 99semi-distributed


semi-distributed database and Data Mart cluster server

hardware and software requirements 39semi-distributed database and Data Mart server


SMBhardware and software requirements 93partitioning requirements 158

Storage Center serverhardware and software requirements 66partitioning requirements 154

Telephony Services serverhardware and software requirements 63partitioning requirements 154

unified cluster serverhardware and software requirements 18partitioning requirements 146

unified recorderhardware and software requirements 54partitioning requirements 149

unified serverhardware and software requirements 15partitioning requirements 145

VoIP Logger serverhardware and software requirements 48partitioning requirements 152

Windows Media Stream serverpartitioning requirements 153

windows media streaming serverhardware and software requirements 87

SMBhardware and software requirements 93partitioning requirements 158

software requirements 13SQL server requirements 161

NPR3.2 new installations 162NPR3.2 or 3.5 installations + IA 164NPR3.5 new installations 162

standard platform hardware 118Storage Center server


TTelephony Services server


Terminal serverhardware and software requirements 90

Uunified cluster server

hardware and software requirements 18unified recorder


unified serverhardware and software requirements 15partitioning requirements 145, 146

Vvirtualization 127

Citrix Xen 142Microsoft Hyper-V 140VMWare 128, 134

VMWare 128configuration 134supported components for VDI 128supported platforms 128

VoIP Logger serverhardware and software requirements 48partitioning requirements 152

WWindows Media Stream server

partitioning requirements 153windows media streaming server 87WMS server

hardware and software requirements 87workstation requirements 109

agent workstation 110agent workstation with VRA 110Applications suite workstation 110applications suite workstation 110CA NMS Remote Admin Client

Index


184

workstation 113media library application workstation 113NICE Sentinel remote client 110remote tape server workstation 113

RTI client 113Sentinel Remote Client 110specification tables 110VRSP/FSP dedicated machine 113

certified servers guide for nice perform release 4.1

Documents

wmi services

small medium

screen activity

maintain system

dedicated

sata archiving

hard disk

multiple data