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8.9NICE Administrator's Manual
385A0119-06 Rev. A
January 2004
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NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or
entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly
by any NICE product. This includes, but is not limited to, any interruption of service, loss of
business or anticipatory profits or consequential damage resulting from the use or operation of any
NICE products.
Information in this document is subject to change without notice and does not represent acommitment on the part of NICE Systems Ltd. The systems described in this document are
furnished under a license agreement or nondisclosure agreement.
All information included in this document, such as text, graphics, photos, logos and images, is the
exclusive property of NICE Systems Ltd. and protected by United States and international
copyright laws.
Permission is granted to view and photocopy (or print) materials from this document for personal,
non-commercial use only. Any other copying, distribution, retransmission or modification of the
information in this document, whether in electronic or hard copy form, without the express prior
written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted
copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author
attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright 2004 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
360
o
View, Agent@home, Executi ve Connect, Executive I nsight* , Exper ience Your Customer,I nvestigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mir ra, My Universe, NICE,
NiceAdvantage, NI CE Analyzer, Ni ceCall , NiceCall Focus, NiceCLS, NiceCMS, NI CE
Feedback, NiceF ix, N iceGuard, NICE Learning, NICE L ink , NiceLog, NICE Playback
Organizer, Ni ceScreen, NiceSoft , NI CE Storage Center, NiceTrack, NiceUn iverse,
NiceUni verse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro,
Ni ceVision Vir tual, NiceWatch, Renaissance, ScreenSense, Scenar io Replay, Secure Your
Vision, Tienna, Wordnet and other product names and services mentioned herein are
trademarks and registered trademarks of NI CE Systems L td. Al l other r egistered and
unregistered trademarks are the property of their respective owners.
*in Australia only
385A0119-06 Rev. A1
5.353.168 5.861.959 5.937.029 6.122.665 6.046.824 6.330.025 6.542.602
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For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000email: [email protected]
APAC Region: (Asia/Pacific)
Tel: +852-8338-9818
Fax: +852-2802-1800
email: [email protected]
The Americas Region: (North, Central, South America)
Tel: 1-800-NICE-611
Fax: +720-264-4012
email: [email protected]
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: [email protected]
For general information on NICE Systems products please contact your local distributor or the
nearest NICE Systems office:
Please send all queries, comments, and suggestions pertaining to this document to
International Headquarters-Israel
Tel: +972-9-775-3100
Fax: +972-9-775-3070
email: [email protected]
North America
Tel: 1-800-663-5601
Fax: +201-356-2197
email: [email protected]
United Kingdom
Tel: +44-8707-22-4000
Fax: +44-8707-22-4500
Germany
Tel: +49-(0)-69-97177-0
Fax: +49-(0)-69-97177-200
France
Tel: +33-1-41-31-80-30
Fax: +33-1-41-31-80-49
Hong-Kong
Tel: +852-2598-3838
Fax: +852-2802-1800
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Contents
NICE Administrators Manual V8.9 Rev. A1
5
Contents
I n t roduc t i on 11
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Site Configuration Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1Gett ing Star ted 15
Working with the NICE Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Starting NICE Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Defining a Database Connection Upon Startup . . . . . . . . . . . . . . . . . . . . . . 18
NICE Administrator Window Components . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Window Component Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Setting Up Site Name and Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . 24
Specifying the Site Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
Assigning Site Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning NICE Application Privi leges . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning Data Field Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Defining the Site Password Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Defining Password Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Managing Site Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing the NICE Administrator Password. . . . . . . . . . . . . . . . . . . . . . . . .34
Viewing the Legend of NICE Administrator Icons . . . . . . . . . . . . . . . . . . . . . 35
2Manag ing N iceLog Log gers 37
Defining New Voice and VoIP Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Adding a Remote Tape Server (RTS) to the Logger Definition . . . . . . . . . . 43
Setting Up Additional Features for a Logger . . . . . . . . . . . . . . . . . . . . . . . . 44
Defining New Screen Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
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Setting Up Audio Input Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Audio Input Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Audio Activity Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Audio Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Defining Input Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Setting Up the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Defining the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Modifying the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Deleting the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Defining Output Buses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Defining Output Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Setting Up Predefined Selective Recording. . . . . . . . . . . . . . . . . . . . . . . . . . 68
Defining an N+1 Logger Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Backup and Retrieval Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Setting Up Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Setting Up Automatic Archiving with an Autoloader Device . . . . . . . . . . 78
Disabling Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Manually Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Retrieving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Retrieving Audio from Archiving Media . . . . . . . . . . . . . . . . . . . . . . . . . 84
Retrieving Data from an External Logger . . . . . . . . . . . . . . . . . . . . . . . . 87
Deleting Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Enabling/Disabling an Archiving Device . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Displaying Archiving Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Printing Archiving Device Status Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 91
3Managing NiceCLS Servers 93
Adding a New NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Adding Multiple NiceCLS Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
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Managing NiceCLS Mapping Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
What are Mapping Tables? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Mapping Table Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
Telephone Book Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Agent Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Customer Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Changing a Mapping Table Entry Value . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Managing System Lists for NICE Administrator . . . . . . . . . . . . . . . . . . . . . 103
Managing Data Lists for NICE Forms Designer . . . . . . . . . . . . . . . . . . . . . . 106
Modifying a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Deleting a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
4Manag ing Users and User Groups 109
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Adding New Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Defining a User as an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Adding Personal Details to a User Definition . . . . . . . . . . . . . . . . . . . . . . . 116
Assigning User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Assigning a User Access to All Users . . . . . . . . . . . . . . . . . . . . . . . . . 119
Assigning NiceCLS User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Modifying User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Deleting User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Adding New User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Assigning User Group Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Modifying User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Deleting User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Managing User Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Filtering the Users Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Restoring the Users Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Filtering the User Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Restoring the User Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
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Setting Up User Information Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
User Information Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
5
Set ting Up Selec t i ve Record in g 143Starting the NICE Recording Planner Application. . . . . . . . . . . . . . . . . . . . 144
Setting Up a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Specifying General Criteria for a Program. . . . . . . . . . . . . . . . . . . . . . . . . . 148
Scheduling a Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Specifying a Target in a Recording Program . . . . . . . . . . . . . . . . . . . . . . . 151
Specifying a Filter in a Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Viewing the Status of Your Sites Programs . . . . . . . . . . . . . . . . . . . . . . . . 156
Deleting a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
6Managing the Media Library Server 159
Adding a New Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Modifying Media Library Server Definitions . . . . . . . . . . . . . . . . . . . . . . . . 165
Deleting a Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Working with the Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Printing Media Cassette Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166Manually Labeling Media Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Identifying Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
7Maintenance 173
Preventive Maintenance Timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
General Routine Visual Inspection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Logger/Server LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
SONY AIT Drive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
AIT Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
SONY Magneto Optical (MO) Drive Maintenance . . . . . . . . . . . . . . . . . . . . . 177
MO Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
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DAT Drive and Cassette Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
DAT Drive LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
HP DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
SONY DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
DAT Drive Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179DAT Cassette Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Air Filter Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Media Label Printer Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
AUser Pr iv i leg es 183
Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
CLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Glossary 195
Index 205
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NICE Administrators Manual V8.9 Rev. A1
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Introduction
Welcome to the NICE Administrators Manual.
This manual covers the tasks that the NICE (System) Administrator performs to configure andmaintain resources in your NiceLog system.
NiceLog applications used by the Administrator include the following:
NICE Administrator Application used by the Site Administrator to set up and configuresystem resources, which include the following:
Users and User Groups
NiceCLS Servers
Audio Input Channels
Audio Output Devices
NiceScreen Loggers
Media Library Server
The NICEAdministrator application is described in this manual.
NICE Query Application used to locate and play recorded audio. NICEQuery isdescribed in theNiceLog Users Manual.
NICE Supervision Applicationthat generates alarms if system failure occurs, andmaintains a log of system events. NICE Supervision is described in
theNICE Supervision Users Manual.
NICE Monitor Applicationused to monitor live audio. NICEMonitor is describedin theNiceLog Users Manual.
NOTE: To install NiceLog applications, refer to the NiceLog Workstation Applications
Installation Guide.
http://../NiceLog/NL89UM.pdfhttp://../Supervision/Sup89.pdfhttp://../NiceLog/NL89UM.pdfhttp://../NiceLog/NL89UM.pdfhttp://../Supervision/Sup89.pdfhttp://../NiceLog/NL89UM.pdf -
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NICE Administrators Manual V8.9 Rev. A1
About This Manual
About This Manual
This manual describes the NICE Administrator application and how it is used to manage NiceLog
System components.
This manual is divided into the following chapters:
Chapter 1 -Getting Started: Explains the main window components and how to start NICEAdministrator, site access privileges, passwords, and security set up.
Chapter 2 -Managing NiceLog Loggers: Explains how NiceLog Logger definitions are added,
modified, and deleted; how an N+1 Logger is defined; how the Output Manager is set up; and how
audio is archived and retrieved.
Chapter 3 -Managing NiceCLS Servers: Explains how NiceCLS Server definitions are added,
modified, and deleted. NiceLog Mapping Tables are described and how they are created and
edited.
Chapter 4 -Managing Users and User Groups: Explains how user and user group definitions
are added, modified, and deleted.
Chapter 5 -Setting Up Selective Recording: Explains how the Recording Planner works.
Chapter 6 -Managing the Media Library Server: Explains how a Media Library Server
definition is added, modified, and deleted.
Chapter 7 -Maintenance: Provides maintenance procedures and information for NiceLog
system equipment.
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Site Configuration Workflow
Site Configuration Workflow
The following workflow describes the basic steps involved in configuring your site for the first
time. Procedures for additional options and features are provided within this manual as needed.
Click a step and the instructions will appear.
Using the Uploader UtilityUsing NICE Administrator - or -
Setting Up Site Name and Access Privileges (page 24)
Defining New Voice and VoIP Loggers (page 38)
Adding a New NiceCLS Server (page 94)
Defining New Screen Loggers (page 49)
Defining Output Buses (page 63)
Defining the Output Manager (page 62)
Adding New Users (page 113)
Defining a User as an Agent (page 115) Setting Up User Information Files
(page 138)
Adding New User Groups (page 123)
Adding a New Media
Library Server
(page 160)
Media
Library?
Yes
Define Agents
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Chapter 1: Getting Started
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1
Getting Started
Contents
Working with the NICE Toolbar .....................................................................................16
Starting NICE Administrator..........................................................................................17
NICE Administrator Window Components...................................................................23
Setting Up Site Name and Access Privileges ..............................................................24
Defining the Site Password Policy................................................................................28
Managing Site Security ..................................................................................................31
Changing the NICE Administrator Password...............................................................34
Viewing the Legend of NICE Administrator Icons.......................................................35
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16Chapter 1: Getting Started
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Working with the NICE Toolbar
Working with the NICE Toolbar
The NICE Toolbar window enables quick and convenient launching of the NICE applications.
Each individual module can also be started separately.
To start the NICEToolbar:
1. In the Windows Startmenu, choose Programs, NICE Applications, and then choose NICE
Toolbar. The NICE Toolbar Login window appears.
2. Type your login name and password in the Login Nameand Passwordfields, and click
Login. The NICE Toolbar appears.
Figure 1-1 NICE Toolbar
The NICE Toolbar icons represent the following applications:
NOTE: The buttons available in the NICE Toolbar reflect the NICE applications that
are installed.
NICE Administrator
NiceUniverse Evaluator
NiceUniverse Forms Designer
NiceUniverse List Editor
NICE Monitor
NICE Query
NiceUniverse Scheduler
NOTE: For NICE Reports, refer to theNICE Reporter User Manual.
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17Chapter 1: Getting Started
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Starting NICE Administrator
Starting NICE Administrator
The first time NICE Administrator is started, there are no defined resources. The System
Administrator must define all resources relevant to the site. Site Configuration Workflow
onpage 13outlines the steps needed to setup a NiceLog System.
Generally, you start the application by typing your NiceLog system user ID and password.
However, you might need to define a new NiceCLS database connection in one of the following
cases:
You are starting the NICE Administrator application for the first time and the data source isnot defined in your workstation.
You want to connect to an undefined NiceCLS database.
For more information, see Defining a Database Connection Upon Startup onpage 18.
To start NICE Administrator:
1. In the Windows Start menu, choose Programs, NICE Applications, and then choose NICEAdministrator.
The Login NICE Administrator window appears.
Figure 1-2 Login NICE Administrator Window
2. Type your user name in the Login namefield.
3. Type your password in the Passwordfield.
4. Click OK.
A connection is made to the database, and the NICE Administrator window appears. SeeFigure 1-18onpage 35.
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Defining a Database Connection Upon Startup
A connection must be established to the NiceCLS database. NICE Administrator application
requires a TCP/IP ODBC connection. It does not operate with Named Pipes.
In sites with more than one NiceCLS Server, you can connect only to a NiceCLS Server that is
defined as a Master Server.In addition to the procedures in this section, you can also define and edit database connections by
opening the Control Panel and double-clicking the ODBC icon.
To start NICE Administrator and define a database connection:
1. In the Windows Start menu, in the Programs menu, choose NICE Applications. Then choose
NICE Administrator.
The Login NICE Administrator window appears.
Figure 1-3 Login NICE Administrator Window
2. Click the Data sourcebutton to define a database connection, or connect to a different
database.
The Select Data Source window appears.
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Figure 1-4 Select Data Source Window
3. Click the Machine Data Sourcetab.
4. If the NiceCLS database you want to work with is already defined,
a. Select it and click OK. The SQL Server Login window appears.
b. Click OK. The Login NICE Administrator window appears. See Figure 1-3onpage 18.
c. Skip to Step 17onpage 22.
5. Click Newto define a new NiceCLS database.
The Create New Data Source window appears.
Figure 1-5 Create New Data Source Window
6. Select System Data Source(to share the database), and click Next.
The Create New Data Source window appears with a list of drivers.
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Figure 1-6 Create New Data Source Window - SQL Server
7. Select SQL Server, and click Next.
The Create New Data Source window appears for you to confirm the information.
8. Click Finish.
The Create a New Data Source to SQL Server window appears.
Figure 1-7 Create a New Data Source to SQL Server Window
In this window, you can define a data source to connect to the SQL Server.
9. In the Namefield, type the name you want to give to the data source.
In the How do you want to describe the data source? field, type a brief description of the
data source.
In the Which SQL Server do you want to connect to?field, click the drop-down list and
select the SQL Server you want to connect to.
10. Click Next.
The Create a New Data Source to SQL Server window appears.
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Figure 1-8 Create a New Data Source to SQL Server Window
11. Select With SQL Server authentication using a login ID and password entered by theuser.
The Login IDand Passwordfields are enabled.
12. In the Login IDfield, type sa.
Leave the Passwordfield empty and click Next.
The Create a New Data Source to SQL Server window appears.
Figure 1-9 Create a New Data Source to SQL Server Window
13. Mark Use ANSI quoted identifiersand Use ANSI nulls, paddings and warnings. Click
Next.
The Create a New Data Source to SQL Server window appears.
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Figure 1-10 Create a New Data Source to SQL Server Window
14. Mark Perform translation for character data, and click Finish.
The ODBC Microsoft SQL Server Setup window appears.
Figure 1-11 ODBC Microsoft SQL Server Setup Window
15. Click OK. The Select Data Source window reappears.
16. Click OK. The data source you defined connects to the SQL Server you selected. The Login
NICE Administrator window appears. See Figure 1-3onpage 18.
17. In the Login NICE Administrator window, type your Login nameand Passwordand click
OK.
NOTE: When NICE Administrator is installed, a single System Administrator is
defined. This Administrator has complete system access privileges. The user ID and
password for the initial Administrator are provided by the installer.
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NICE Administrator Window Components
NICE Administrator Window Components
NICE Administrator window contains components that enable you to set up Users, Servers,
Loggers and Channels in your system.
Figure 1-12 NICE Administrator Window Components
Window Component Tips
The following tips are useful when working with NICE Administrator window components:
Resources in the Resource List can be dragged to the Shortcut Bar to enable quick opening ofdefinitions in the Resource Definition area. When a resource is dragged to the Shortcut Bar, anicon for that resource is automatically created. Shortcuts you create in the Shortcut Bar are
saved and restored the next time you enter NICE Administrator.
New resources are added to the relevant category in the Resource List.
Click the Users - Groupsbutton, or the Serversbutton in the Shortcut Bar to displayshortcuts for that category.
When you make changes to one resource definition, and move on to another resource in theResource List, you are prompted to save the changes you made. If you clickYesin the prompt
window, the changes you made to the definition of that specific resource are saved.
You can also save changes to a specific resource definition by clicking Savein the toolbar.
You can only define/modify one resource at a time.
When adding a new resource, to cancel without completing and saving the information, makesure that the new resource is selected in the Resource List and click Deletein the toolbar.
Menu Bar
Toolbar
ShortcutBar
ResourceList
ResourceDefinition
Area
Status Bar
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Setting Up Site Name and Access Privileges
Setting Up Site Name and Access Privileges
The first step for managing your site using NICE Administrator, is to set up global site data. This
includes specifying a site name, and assigning access privileges for all NICE applications and data
fields available in your system.
Specifying the Site Name
To specify the site name:
1. In the NICE Administrator window, select Sitein the Resource List, and click the Generaltab
in the Resource Definition area.
The Generaltab appears (see Figure 1-12onpage 23).
2. In the Namefield, type a name for your site.
3. In the toolbar, click Save.
The name you specify is saved and appears at the top of the Resource List.
Assigning Site Access Privileges
Before you define resources for your NiceLog system, you must set access privileges for NICE
applications and data fields available in your system. Each application in the system can be
enabled for the entire site, and data fields can be enabled/disabled for viewing, querying, and
editing.
Access privileges for NiceLog system applications and data fields are structured hierarchically.
The highest level of access privileges is set at the site level. All users in the system are bound by
the privileges the System Administrator sets at the site level.
A complete list of available privileges, along with a brief explanation and suggested assignments
can be found in User Privileges onpage 183.
Assigning NICE Application Privileges
At the site level, you can enable access privileges for NICE application components.
When you enable an access privilege for a NICE application component at the site level, that
component appears selected at the user level. This means that every user defined at the site has
access to the component.
To set NICE application privileges at the site level:
1. In the NICEAdministrator window, select Sitein the Resource List, and click the Privileges
tab in the Resource Definition area.
TIP: Privileges enabled at site level are received by all users and cannot be removed
so assign privileges at site level with caution.
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The Privilegestab appears.
Figure 1-13 Site Definition Privileges
2. In the Resource List, click the resource to which you want to assign privileges.
A list of available privileges for the resource you selected appears in the Resource Definition
area.
3. In the Resource Definition area, mark the privileges that you want to assign to all users in
the site.
To limit privileges on the user and group level, see Managing Users and User Groups
onpage 109.4. When you are finished defining site level privileges, click Savein the toolbar to save the
changes you made.
Assigning Data Field Privileges
Data fields are fields in the NICEapplications that contain information about a call and other
audio segments recorded in the NiceLog system.
Data fields available at your site are obtained from the following sources:
The telephony switch connected to your NiceLog system
Logger data fields NiceCLS mapping tables
User-defined data
NICE Administrator can enable and disable data fields for viewing, querying and editing.
Resource List
Resource Definition Area
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To set data field privileges for the entire site:
1. In the NICE Administrator window, select Sitein the Resource List, and click the Columns
tab in the Resource Definition area.
The Columnstab appears.
Figure 1-14 Site Columns Setup
2. All the data fields available for your site are listed under Column.
To change the name of a field, in the Namecolumn, double-click the name of the field, and
type the new name.
3. In the View, Queryand Editcolumns, mark the checkbox to enable/disable the data field for
the entire site.
4. Double-click in the User Definedcolumn to display up/down arrow buttons. Then, use the
arrow buttons to select a value from 1 to 5. The value represents the user-defined data fieldthat you want to map to.
NOTE: It is important to set maximum privileges for all required data fields. If you limit
data field privileges at this level, you will not be able to enable those privileges at other
levels in NICE Administrator.
NOTE: User-defined data fields are displayed in the Query Editor in NICE Query. For
more information about the Query Editor, see theNiceLog Users Manual.
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5. If you want to use a user-defined list of values for the data field, double-click in the List
column, and type the name of the list that contains possible values.
6. When you complete site data field settings, click Savein the toolbar.The data field information you specified for the site is saved.
NOTE: User-defined value lists are created using the NICE Administrator application
List Editor. For more information, see Managing NiceCLS Servers on page 93.
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Defining the Site Password Policy
Defining the Site Password Policy
The password policy for all users at the site is determined using NICE Administrator. When
defining NICE applications users, each user is assigned a password and access privileges to each
application and to the individual components within the applications. For more information about
user access privileges, see Managing User Profiles onpage 129.
In the NICE Administrator application Site definition, user password parameters are configured
for all users defined in the system.
Defining Password Parameters
To define user password parameters:
1. In the NICE Administrator window, select Sitein the Resource List, and click the Passwords
tab in the Resource Definition area.
The Passwordstab appears.
Figure 1-15 Site Password Setup
2. In the Maximum Password Agearea, select one of the following options:
NOTE:A Users password cannot be identical to the Users first name, last name,
login name, or extension. Additional restrictions can be applied by selecting the Strict
password checkingoption on the Passwords tab. See Figure 1-15on page 28.
Password never expires Select this option if you do not want user passwords to
expire.
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3. In the Password Historyarea, select one of the following options:
4. In the Minimum Password Agearea, select one of the following options:
5. In the Password Checkingarea, set the following options:
6. In the Forbidden Passwordsarea, you can define passwords that may not be used by users
in the system.
The options in this area are as follows:
Expires in __ days Select this option if you want user passwords to expire
after the number of days you specify. Use the up/down
arrows to select the value.
No Password History Enables the user to use previous passwords.
Remember last __ passwords Select this option to cause the system to remember a
specified number of previous passwords. A user will not
be able to use any of the specified number of their
previously used passwords when changing their
password. Use the up/down arrows to select the value.
Change any time Select this option to enable user passwords to be changed
whenever necessary.
Allow change after __ days Select this option to enable user passwords to be changedonly after the number of days you specify. Use the up/
down arrows to the select the value.
At least __ characters Specify a minimum number of characters that the
password must include. The value must be at least 5. Use
the up/down arrows to select the value.
Strict password checking Select this if you want to apply strict password checking
rules. The rules include the following:
The password cannot include leading or trailingblanks.
The password cannot have more than two identicalconsecutive characters.
The password cannot contain only digits or onlyletters.
Add Click this button to define a password that cannot be usedby a user.
The Forbidden Password window appears.
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7. When you complete site password settings, click Savein the toolbar.
The password information you specified is saved.
Type the password that you do not want users to use, and
click OK.
The password you specified is added to the Forbidden
Password list.
Edit Select a password in the Forbidden Password list, and
click this button to modify the password you selected.
The Forbidden Password window appears.
Modify the password as desired and click OK.
The password is modified and the change is shown in the
Forbidden Password list.
Delete Select a password in the Forbidden Password list, and
click the Delete button to remove it from the list.
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Managing Site Security
Managing Site Security
Site security involves the following:
Account Lockout information
Displaying login information
Auto Application Lock information
Expanding playback time
Dual Password requirements
To set site security parameters:
1. In the NICE Administrator window, select Sitein the Resource List, and click the Security
tab in the Resource Definition area.
The Securitytab appears.
Figure 1-16 Site Security Setup
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2. In the Accountarea, the options are as follows:
3. In the Application Auto-Lockarea, you can set the idle time after which any application thathas not been active, and to which a user is logged in, will automatically lock and the user will
have to reenter the login password. Each open application locks separately. Use the up/down
arrows to specify the number of idle minutes.
4. In the Expand Playback area, the Expand playback interval __ secondsoption enables
you to specify the number of seconds you want to add before and after the playback time of the
recording. This is useful, for example, when you want to hear audio that begins immediately
upon playback and is too fast to be understood. Adding several seconds before the audio
begins may enable the user to understand the audio better. Use the up/down arrows to specify
the number of seconds.
5. In the Playback Dual Passwordarea, the options are as follows:
For more information about Dual Password Playback, see theNiceLog Users Manual.
6. In the Playback Division for Long Callsarea, you can set the number of minutes for each
segment of a long call.
Lockout after __ bad login
attemptsSpecify how many login attempts the user will have
before being locked out of the system.
Lockoutrefers to when the system disables a users
account. In this case, the user no longer has access to
NICE applications. To enable a locked out account, theSite Administrator must unmark the Account Locked
Outoption in the NICE Administrator application User
Definition section. (See Managing Users and User
Groups onpage 109for more information.) Use the up/
down arrows to specify the number of bad logon attempts.
Display login information Mark this option if you want user login information to be
displayed each time the user logs in. The information
includes how many attempts the user made to log in, and
other related information.
NOTE: The Expand playback intervaloption can only be used for audio that was
recorded through a microphone or a speaker.
No playback restriction Allows the user to playback any of his own recordings at
any time.
Require colleague login for
calls older than __ minutesAfter the specified amount of minutes has passed, a
second password is required in order for the user to
playback his own recordings. Use the up/down arrows to
specify the number of minutes.
NOTE:A second password is required at all times inorder for a user to listen to recordings other than his own.
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7. In the Windows Username Uniquenessarea, clear this checkbox only if more than one user
will be logging in with the same Windows user ID. In this case, the agent cannot be uniquely
identified in a Free Seating by Agent Username environment.
8. When you complete the configuration of site security settings, click Savein the toolbar.
The security information you specified is saved.
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Changing the NICE Administrator Password
Changing the NICE Administrator Password
NICE Administrator application is installed with a NiceLog System Administrator for whom all
access privileges are enabled. The initial user name and password of the first System
Administrator are provided by the system installer.
The user name and password of the initial Administrator should be changed the first time NICE
Administrator is started. After the first time, it is recommended to change the password
periodically for security purposes.
To change the Administrator password:
1. In the System menu, choose Change Password.
The Change Password window appears.
Figure 1-17 Change Password WIndow
The Change password forfield displays the currently logged-in user.
2. In the Old passwordfield, type the current password.
3. In the New passwordfield, type the System Administrators new password.
4. In the Retype new passwordfield, type the new password again in order to confirm it.
5. Click OK.
The System Administrators password is changed to the one you specified.
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Viewing the Legend of NICE Administrator Icons
Viewing the Legend of NICE Administrator Icons
NICE Administrator icons are listed and described in a Legend window.
To view the legend of NICE Administrator icons:
In the Help menu, choose Legend.
The Legend window appears.
Figure 1-18 Legend Window
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37
2
Managing NiceLog Loggers
All NiceLog Loggers in the system must be defined and set up by the System Administrator in the
NICE Administrator application.
Contents
Defining New Voice and VoIP Loggers .........................................................................38
Defining New Screen Loggers.......................................................................................49
Setting Up Audio Input Channels..................................................................................51
Defining Input Channel Groups.....................................................................................60
Setting Up the Output Manager.....................................................................................62
Defining Output Channel Groups..................................................................................66
Setting Up Predefined Selective Recording.................................................................68
Defining an N+1 Logger Chain ......................................................................................72
Modifying a Logger Definition .......................................................................................73
Deleting a Logger Definition..........................................................................................73
Backup and Retrieval Operations .................................................................................74
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Defining New Voice and VoIP Loggers
NICE Administrator is installed with all NiceLog Loggers undefined. All NiceLog Loggers must
be defined before they can begin operation.
All Voice and Voice Over IP (VoIP) Loggers can be defined using the procedure in this section. For
more information, refer to theNiceLog System Installation Guide.
VoIP Loggers enable the recording of VoIP audio. There are two types of Passive RTP Sniffing
NICE VoIP Loggers:
VoIP Logger for Total Recording Static IP Addresses
VoIP Logger for Total Recording Dynamic IP Addresses
To define a new Logger in the system:
1. In the NICE Administrator window, click New in the toolbar, and choose NiceLog.
New NiceLogappears in the Resource List under Site, Servers, Loggers.
The Generaltab of the Logger definition appears in the Resource Definition area.
Figure 2-1 NICE Administrator Window - New NiceLog Logger Definition
2. Enter information in the Generaltab as follows:
IMPORTANT
Before you define any Logger, ensure that the Logger is up and running.
Name: Type the name of the Logger.
Network type: The default network protocol is TCP/IP.
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The Browse Loggers window appears.
Figure 2-2 Browse Loggers Window
To update the list of Loggers, click Refresh.
Select the Logger you want to connect to and click OK.
The system connects with the Logger and the information about the Logger is displayed in the
Capabilitiesarea of the Generaltab. Advanced processingshows which type of Logger
was selected. The Backuptab disappears when not relevant for the selected Logger.
3. If you want the Logger to retrieve archived audio, select For retrieval. This parameterprovides the Logger with some degree of priority over other Loggers during QueryandLocate.
4. Click Savein the toolbar to save the Logger definition.
Network address: Type the network address of the Logger
-or-
To locate the network address of a specific Logger, click the Browse
button in the Network Address field.
TIP: To sort the table in ascending order, click on a column heading. Double-click to
sort in descending order.
IMPORTANT
You must save the Logger definition before you continue to ensure that the proper connection is
made to the database.
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Figure 2-3 NICE Administrator Window - General tab
The definition is saved, and a Setupbutton appears in the Generaltab.
You use the Setupbutton for defining Audio Segments, Recording On Demand,
Automatic Deletion, andTest Tones. The availability of these features vary for each Logger
type and each Logger configuration. See Setting Up Additional Features for a Logger
onpage 44, for details on setting up these features.
5. Click the Channels tab.
The Channelstab appears.
NOTE: The Backuptab disappears when not applicable.
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Figure 2-4 NICE Administrator Window - Logger Channels Tab
6. In the Channelstab, all of the Input and Output channels for the Logger appear. In a new
Logger definition, all are configured. You can change the channel configuration for the Logger
you are defining.
To move channels from the Configuredlist to the Not configuredlist, select one ormore channels from Configuredlist in either the Input Channelsor the Output
Channelsarea and click one of the following buttons:
To move channels from the Notconfiguredlist to the Configuredlist, select one ormore channels from Notconfiguredlist in either the Input Channelsor the Output
Channelsarea and click one of the following buttons:
IMPORTANT
There is a separate set of buttons for the Input and the Output areas. Use the buttons located in
the area of the selected channels.
Moves the selected Input/Output channel(s) from the Configured
list to the Not configuredlist.
Moves all Input/Output channels that appear in the Configuredlist
to the Not configuredlist.
Moves the selected Input/Output channel(s) from the Notconfiguredlist to the Configured list.
Moves all Input/Output channels that appear in the Not configured
list to the Configured list.
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7. .Click Savein the toolbar to save the channel configuration.
8. For High Density Loggers, you can optionally change the configuration property of eachtrunk. click the Trunkstab.
9. The Trunkstab appears.
Figure 2-5 NICE Administrator Window - Trunks Tab
To move trunks from the Configuredlist to the Notconfiguredlist, select one or moretrunks from the Configuredlist and click one of the following buttons:
To move trunks from the Not configuredlist to the Configuredlist, select one or moretrunks from the Not configuredlist and click one of the following buttons:
TIP: You can select more than one channel at a time, by either pressing and holding
the Shiftkey while selecting the first and last channels in a range, or by pressing and
holding the Ctrlkey while making multiple selections.
Moves the selected trunk(s) from the Configuredlist to the Not
configuredlist.
Moves all trunks that appear in the Configuredlist to the Not
configuredlist.
Moves the selected trunk(s) from the Not configuredlist to the
Configured list.
Moves all trunks that appear in the Not configured list to the
Configured list.
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3. Click the Backuptab.
The Backuptab appears. See Figure 2-6onpage 43.
To add an RTS device:
1. Click the Addbutton in the Backuptab. See Figure 2-6onpage 43.
The Add Remote Tape Server Window appears.
Figure 2-7 Add Remote Tape Server Window
2. Enter the Network addressand the Index of device on RTS machine.
3. Click OK.
The new RTS device appears in the preview area in the Backuptab.
4. Click Savein the toolbar to save the RTS definitions.
Setting Up Additional Features for a Logger
This section describes how you can define the following features for each new Logger:
NOTE:Availability of each feature is dependant upon Logger configuration.
Audio Segments: Enables you to define how an audio segment will be created. An
audio segment is a period of audio that is bound by start and stop
times, which are determined by the segment creation options
configured for each input channel.
Recorded audio is listed and played as audio segments in the NICE
Query application only.
Recording on Demand:
(ROD)
Specifies which characters will be used to pause and resume
recording when using DTMF Recording on Demand with the
telephone option. The Stop and Start can also be based on tones from
an Interactive Voice Response (IVR) system. (This feature is not
available for VoIP Loggers.)
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Features are added from the Generaltab of the Logger definition. After the Logger definition is
saved, a Setupbutton appears.
Figure 2-8 NICE Administrator Window - General tab, Setup button
To open the General tab:
1. In the NICE Administrator window, select the Site, Servers, and then the Loggers folders.
2. Select the Logger with the definition you want to modify.
The Generaltab of the Logger definition appears in the Resource Definition area. See
Figure 2-8onpage 45.
To setup additional features for your Logger definition:
1. In the Generaltab, click the Setupbutton. See Figure 2-8onpage 45.
The Setup window appears.
Automatic Deletion: When the amount of available hard disk space on a Logger falls
below a certain level, the Logger either stops recording new audio, or
provides space for new audio by automatically removing the oldest
recorded audio from the Logger after it has been archived.
Test Tones: Allows you to define which time slots on each Logger are to be used
for sending Test tones. Test tones are continuously sent from theswitch to the Logger in order to check the Loggers connections.
(This feature is available for SCSA II Loggers (PCI Loggers) with
ISAC2 cards only.)
Setup
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Figure 2-9 Setup Window - Segments Tab (shows all options)
2. Specify values for the following fields in the Segmentstab:
3. In the RODtab, enter DTMF codes that can be used to resume and pause recording.
NOTE:
The DTMFarea appears only when defining Loggers that use DTMF. RODis an optional component and does not appear in all configurations. It is not
available for any of the VoIP Loggers.
For VoIP Loggers, the Segmentstab does not contain the Minimum lengthparameter or the DTMF area.
For VoIP Loggers, the Automatic Deletiontab appears.
The Test Tonestab appears only when the Logger has an ISAC2 board. (A list of Boards
appears in the lower part of the General tab for the Logger definition. See Figure 2-8
on page 45.)
Break after Two segments of active audio are considered separate audio
segments if the specified number of seconds of silence is detected
between them.
Minimum length Minimum number of seconds of active audio that can be considered
an audio segment.
Maximum length Maximum number of seconds of active audio that can be considered
an audio segment.
Save first digits The first group of DTMF digits detected are saved and can be used to
identify the audio segment.
Save last digits The last group of DTMF digits detected are saved and can be used to
identify the audio segment.
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Figure 2-10 Setup Window - ROD Tab
The code you enter must include a pound sign (#) in the first, second, or third position. The
code can include any number.
4. In the Automatic Deletiontab, choose the option to be used when the Loggers hard disk
becomes full.
Figure 2-11 Setup Window - Automatic Deletion Tab
5. In the Test Tonestab, select one or two time slots for each data line requiring test tones.
Stop recording input channels The Logger stops recording new audio.
Delete oldest recorded audio When the Loggers hard disk is nearly full, Automatic
Deletion begins to delete the oldest archived audio.
NOTE: The Automatic Deletion process does not remove any part of a recording that
is currently being played.
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Figure 2-12 Setup Window - Test Tones Tab
6. Click OK to close the Setup window.
7. In the NICE Administrator window, click Savein the toolbar to save the Logger definition.
NOTE: Only time slots 0 and 62 can be used for test tones. Time slots that have been
configured for selective recording are identified by their icon and cannot be set for test
tones.
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Defining New Screen Loggers
Defining New Screen Loggers
NiceLog Screen Loggers must be defined using the NICE Administrator before they can be used in
the system.
To define a NiceLog Screen Logger in the system:
1. In the NICE Administrator window, click New in the toolbar, and choose Screen Logger.
New Screen Logger appears in the Resource List under Site, Servers, Others.
The Generaltab of the Screen Logger definition appears in the Resource Definition area.
Figure 2-13 NICE Administrator Window - New NiceLog Screen Logger Definition
2. Enter information in the Generaltab as follows:
3. Click Savein the toolbar to save the NiceLog Screen Logger definition.
Name Type the name of the Screen Logger.
Network type The default network protocol is TCP/IP.
Network address Type the network address of the Screen Logger.
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Figure 2-14 NICE Administrator Window
The definition is saved, and the Capabilities information appears.
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Setting Up Audio Input Channels
Setting Up Audio Input Channels
Audio input sources (such as, telephones) are connected to input channels in the Logger. Each
input channel handles a single audio source. Input sources are physically connected to input
channels on an audio input board in the Logger so that each recording in the Logger contains audio
recorded from a single source only.
In the NICE Administrator application, you can configure the optimal recording parameters for each
input channel.
To set up the parameters for audio input channels in the connected Logger:
1. In the NICE Administrator window, in the Resource List, expand (click the + sign) the
Channelsfolder.2. Expand the Input Channels folder.
Input channel setup parameters for the selected channel appears in the Resource Definition
area.
3. Select an input channel in the Input Channels folder.
The General tab of the Input Channels window appears.
Figure 2-15 NICE Administrator Window - Input Channels, General tab
4. Click Setup.
The Setup Audio Input Channel window appears.
NOTE: Before you set up input channels, you should know which audio source is
physically connected to which input channel in the Logger. It is recommended to
prepare a table of these connections when connecting the audio cables to the
NiceLog system.
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Figure 2-16 Setup Audio Input Channel Window
The connected Loggers name appears in the title bar of the Setup Audio Input Channel
window, and the settings in the window affect only the selected input channel.
5. Change one or more of the input channel parameters, and click OK.
The input channel parameters are described in the following section.
Audio Input Channel Parameters
The fields and parameters described in the following sections are used for customizing the audio
recordings via the audio input channels to the connected Logger(s) in order to meet the unique
recording needs of your site. The procedures included in the following sections can be performed
individually for each audio input channel, or via a single operation for all audio input channels in a
Logger.
Channel Parameters
Name
In theAudio Activity
tab, type a name (up to ten alphanumeric characters) for the selected audioinput channel. This name appears in all subsequent references to the channel. When an input
channel is assigned a more recognizable name (such as, Ext. 3753), NiceLog users can more easily
identify the audio input channel.
NOTE: You can adjust any parameter for an input channel even while it is recording,
except the Detector Type.
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If no name is specified in the Namefield, the audio input channels default name appears in all
references to the channel.
Channel Type
Indicates whether the selected audio input channel is configured for an analog or digital input
source.
Description
Describes the physical attributes of the audio input channel (board and channel number for analog
channels; trunk name and time slot number for digital channels). This information is relevant only
when you are setting up a single audio input channel.
Audio Activity Parameters
Activity Detector
You can set the Activity Detectorfor each configured input channel in a Logger to accurately
determine which audio received on the channel should be recorded. When activity detection is
enabled for an audio input channel, the channel starts recording only when the Activity Detector
detects audio that it considers active.
By recording only active audio, and not the periods of silence between active segments, you save
hard disk space on the Logger, and of archiving media space. Activity detection also enables
efficient playback of audio, so that silent segments can be skipped (compressed) and not
reproduced during playback.
Authorized NiceLog users can verify whether or not there is activity on a listed audio inputchannel (that is, if the channel is currently receiving active audio).
Setting up activity detection for the selected audio input channel(s) consists of the following steps:
1. Selecting the detector type for the channel.
2. Setting the activity detection threshold for the channel.
To select an activity detection type for the selected audio input channel(s):
In the Activity Detector area, select one of the options in the Detector Typedrop-down listfor the selected audio input channel(s).
NOTE: You can only specify a name when you set up an individual input channel.
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Depending on how the Logger is configured, one or more of the following types of activity
detectors appear in the Detector Typedrop-down list:
An activity detection threshold must be specified for the VOX and Level detector type. This
threshold, which determines which audio is considered active on the audio input channel, is based
on the input volume of the audio, relative to the threshold.
Setting this thresholdmust be done with great care, since it is critical to system performance and
reliability:
A threshold level that is too low might cause silent audio segments to be recognized as active.
In this case, disk space is wasted, and silence compression during playback will not function.
A threshold level that is too high may cause active segments to be considered silent. Sincesilent segments are not recorded to the Loggers hard disk when activity detection is enabled,
important audio data could be lost.
The following are the recommended activity detector threshold values:
For VOX(either a standard, HF or VHF detector), the recommended threshold is 50.
For LEVEL, you can use the following table as a guideline.
It is also recommended that you perform a trial-and-error procedure to determine the optimal
threshold for the selected input channel(s). This procedure is described in the following paragraph.
LEVEL Based on average volume of the audio signal on the input channel. This
type of detector is supported in all system configurations and is
recommended for telephone inputs. The LEVEL detector, however,
cannot differentiate between line noise and voice signals with the samelevel.
EXTERNAL External trigger (such as a radio receivers squelch output) is connected
to external activity detector input of the NiceLog Logger.
VOX (Optional) Recognizes the characteristics of human voice, and rejects all
other input audio so that only human voice is considered active.
ON/OFF HOOK (Optional) For telephone inputs. Detects when the telephone is in use
(OFF hook) and not in use (ON hook). Audio on the input channel is
recorded only when the connected telephone is in use.
LEVEL, EXTERNAL Based on average volume of the audio signal on the input channel and is
connected to external activity detector input of the NiceLog Logger.
None Disables Activity Detection for the selected audio input channel(s) so
that all audio input is recorded.
Threshold 0 10 20 30 40 50 60 70 80 90 100
Vrms
(milliVolts)
0.07 0.2 0.5 1.5 4.1 11.5 32.5 91 250 720 2010
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To set the Activity Detector threshold level:
In the Activity Detector area of the Setup Audio Input Channel window, move the Thresholdslider right (higher) or left (lower).
The new threshold takes effect when you click OKat the bottom of the Setup Audio Input
Channel window.
To determine the optimal activity detection threshold for the selected audio input
channel:
1. In the Setup Audio Input Channel window set the Activity Detector Thresholdlevel to 49
(this is the default).
2. Click OKat the bottom of the window.
The Setup Audio Input Channel window closes and all of your changes to the setup of the
selected audio input channel(s) are saved.
3. Verify that there is audio being sent to the audio input channel, and then monitor the input
channel so that you can hear when audio is received by the channel. For more information
about monitoring, see theNiceLog Users Manual. If you are setting the threshold for multiple
audio input channels with similar input sources, monitor one of the audio input channels, and
then continue the remainder of this procedure using only that audio input channel.
4. Listen for audio on the selected audio output device.
If you do not hear any audio on the audio output device while audio is being received bythe audio input channel, set the activity detection threshold slightly lower (such as, -5).
If audio is not being received by the audio input channel (that is, you hear only line noise),set the activity detection threshold slightly higher (such as, + 5) to see if the current setting
is permitting too much audio to qualify as active.
5. Continue monitoring the audio input channel until you are satisfied with the threshold level.
6. Set the activity detection threshold to the same value for the other channels with similar input
sources.
7. For long-term verification of the accuracy of an audio input channels activity detection, check
the channels activity statistics from time to time (described below).
Activity Statistics
The NiceLog system enables you to configure an audio input channel so that only a certain amount
of its activity (that is, audio that is considered active by the Activity Detector, described above)will be recorded on the channel.
You can specify the Maximum and Minimum activity limits for each audio input channel on a
Logger, and whether or not the Activity Statistics alarm should be enabled for the channel.
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To set up the Activity Statistics parameters, and the Activity Statistics alarm for an
audio input channel:
1. In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio Activity
tab, mark the Alarm enablecheckbox to enable the Activity Statistics alarm.
2. Set the Maximum and Minimum activity limits for the selected audio input channel(s) by
specifying values for the following parameters:
Max. activity rate(%)
The maximum activity rate (1% to 99%) allowed for the channel. The activity rate is the
percentage of time that the channel is active. Normally the maximum activity rate is 99%.
This ensures that the Activity Statistics alarm for the channel will only be activated if
active audio is detected 100% of the time during the Maximum activity rate period.
Min. activity rate (%)
The minimum activity rate (1% to 99%) allowed for the channel. The activity rate is the
percentage of time that the channel is active. Normally, the minimum activity rate is 0.1%.This ensures that the Activity Statistics alarm for the channel will not be activated unless
no activity at all is detected during the Minimum activity rate period.
Max. rate period (hrs)
The reference period (1 to 72 hours) for the maximum rate check. If, during the specified
period, the activity rate on the selected audio input channel is above the maximum rate, the
Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate
(such as, one hour).
Min. rate period (hrs)
The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that
period, the activity rate is below the minimum rate, the Activity Statistics alarm isactivated (if enabled). Normally, a longer period is appropriate (such as, 72 hours).
Audio Parameters
To set the audio parameters, choose the Audio Paramstab in the Setup Audio Input Channel
window.
EXAMPLE:
If you specify for an audio input channel that the Max. activity rateas 85% and the Max. rateperiodas 2 hours, and the Activity Detector detects that the channel is active 90% of the timeduring a two hour period, the Activity Statistics alarm will activate.
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Figure 2-17 Audio Params Tab
Segments Creation
Specifies the method(s) for defining the start and stop times for recording audio segments for
the input channel(s) selected.
The options available are:
NOTE: Recorded audio is listed and played as audio segments, according to the
following parameters, only in the NICE Query application.
On/Off Hook Audio segments are separated by the beginning and ending of conversations
that are detected using on/off hook signal information.
Activity Detector Audio segments are defined by the level of activity on the telephone line.
For more information, see Activity Detector onpage 53.
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Compression
The compression rate at which audio is recorded on the audio input channel(s). The following
compression rates are available in the drop-down list:
A higher compression rate (that is 4:1 is higher than 2:1) records less digital audio data per second
to the NiceLog Loggers hard disk. This translates into lower disk and archive media usage, but
lower audio quality.
However, since audio quality degradation is insignificant for most audio sources, and more disk
space can mean better efficiency, the highest compression rate should be selected whenever
possible. The rate with the smallest Kbits/sec number is the most efficient compression rate in
terms of disk and archive space usage.
To apply the new compression rate settings, click OKat the bottom of the window.
Warning Tones
Mark the Enable warning tonescheckbox if beep tones must be sounded on the audio input
channel during a telephone conversation to warn the other party that the conversation is being
recorded. Warning tones can be added only on analog audio inputs.
Compression Rates
ACA 5.611.4:1
Compression
5.6 Kbits/sec
ACA 6.4 10:1 Compression 6.4 Kbits/sec
ACA 7.28.8:1
Compression
7.2 Kbits/sec
ACA 8.0 8:1 Compression 8.0 Kbits/sec
G729A 8:1 Compression 8.0 Kbits/sec
ADPCM 16 4:1 Compression 16 Kbits/sec
ADPCM 32 2:1 Compression 32 Kbits/sec
PCM No Compression 64 Kbits/sec
PCM A-LAW No Compression 64 Kbits/sec
PCM MU LAW No Compression 64 Kbits/sec
NOTE: Some compression rates are optional and may not be available in allconfigurations.
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Input Level Control
You can manually specify an audio channels input level (gain) on a scale from 0 to 25.5 dB or
have it maintained automatically by the Logger using Automatic Gain Control (AGC).
Input AGC averages the volume level of the signal on the audio input channel so that high and low
volume audio from the source are automatically recorded at the same volume level. For the best
audio quality, input AGC should be specified whenever possible.
If you decide to manually specify a channels input level, take care to test recorded audio by
playing a recording after setting the input level. An input level that is set too low, causes the input
audio to be recorded at a low volume, emphasizing the background noise. An input level that is set
too high, causes the audio input circuitry to operate above its nominal limits (saturation), and the
recorded signal is distorted. Input level setting (either automatic or manual) has no effect on the
activity detection process.
To enable input AGC for the selected audio input channel(s):
In the Setup Audio Input Channel window, in the Audio Paramstab, in the Input LevelControl area, mark theAutomatic (AGC)checkbox.
To manually specify the gain level for the selected audio input channel(s):
1. In the Input Level Controlarea, unmark the Automatic (AGC)checkbox.
2. Move the Manualslider right (higher) or left (lower).
3. Click OK.
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Defining Input Channel Groups
Defining Input Channel Groups
An input channel group contains input channels from one or more Loggers. An input channel can
be assigned to more than one channel group.
Whenever a Logger is defined in the system, an input channel group is automatically created,
containing all the input channels in the Logger. The contents of this input channel group can not be
modified.
Input channel groups can also be defined by users. For example, you can define all of the input
devices at a users physical location (a right handset, a left handset and a speaker) as an input
channel group.
Input channel groups can be assigned to NiceLog system users, for example, to enable them to
access audio recorded by their input devices.
To set up input channel groups:
1. In the NICE Administrator window, in the Newmenu, select Input Channels Group.
The NICE Administrator window - Channels tab appears in the Resource Definition area.
Figure 2-18 NICE Administrator Window - Channels Tab
2. In the Show channels from loggerDrop-down list, select a Logger.
All of the Loggers input channels appear below the Logger.
3. Select the input channels you want to include in the group and click the Addbutton.
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The selected input channels appear in the Group Channelscolumn in the NICE
Administrator window.
Figure 2-19 NICE Administrator Window - Channels Tab
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Setting Up the Output Manager
Setting Up the Output Manager
The Output Manager assigns output devices for playback of audio recorded on Logger channels.
Output buses are groups of channels that are routed to specific output devices.
In a system with analog outputs, the output bus connects channels from a set of Loggers. For
example, each first channel in a set of Loggers is connected to a bus. In a system with digital
outputs, all channels from a single Logger are connected to an output bus. Thus, one output bus is
defined for each Logger. A site can contain multiple buses.
The Output Manager defines the playback device selection for each output bus. For example, the
output type could be an extension or a speaker.
Defining the Output Manager
During installation of the NICE Administrator application, the System Administrator must definethe Output Manager that will be used to control audio playback.
To define the Output Manager:
1. In the NICE Administrator window, click New in the toolbar, and choose Output Manager.
New Serverappears in the Resource List under Site, Servers, Others. The Generaltab of
the Server definition appears in the Resource Definition area.
Figure 2-20 NICE Administrator Window - Output Manager Definition
2. In the Namefield, type the name you want for the Server.
NOTE: You can define only one Output Manager per site.
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In the Network Typefield, click the drop-down list and select TCP/IP.
In the Network Addressfield, enter the address of the Output Manager.
3. When you are finished defining the Output Manager, click Savein the toolbar.
The Server you defined is saved and appears in the Resource List under Site, Servers,
Others, and the version number appears in the Version field.
Modifying the Output Manager Definition
After you define the Output Manager, you can modify its definition.
To modify the Output Manager definition:
1. In the NICE Administrator window Resource List, expand (click the + sign) the Site,
Servers, and Others folders.
A list of defined Servers appears under Others.
2. Click the relevant Server.
The definition of the Server you selected appears in the Resource Definition area.
3. Modify the definition as explained in the preceding section.
Deleting the Output Manager Definition
If necessary, you can delete the Output Manager definition.
To delete the Output Manager definition:
1. In the NICE Administrator window Resource List, expand (click the + sign) the Site,
Servers, and Others folders.
A list of defined Servers appears under Others.
2. Select the relevant Server and click Deletein the toolbar.
The Server definition is deleted from the NICE Administrator.
Defining Output Buses
The Output Manager allocates audio playback devices according to the output buses defined in the
NICE Administrator. The output bus connects Loggers output channels so that a single output
device can be used to playback and monitor audio from different Loggers.
To define Output Buses:
1. In the Systemmenu of the Administrator window, choose Output Bus Definition.
The Output Bus Definition window appears.
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Figure 2-21 Output Bus Definition Window
2. In the Namefield, type the name of the bus you are defining.
3. Click Newto define a new output bus.
New Output Bus_1appears in the Output buseslist.
4. To delete an output bus definition, select the definition you want to delete and click Remove.
In the Available Loggersarea, select the Loggers that include the channels you want to add
to the bus, and add them to the Member Loggersarea as follows:
5.