nice 38933005 nice screen installation guide rev a1

227

Upload: mocxe

Post on 10-Oct-2014

225 views

Category:

Documents


10 download

TRANSCRIPT

Page 1: NICE 38933005 Nice Screen Installation Guide Rev A1

��������������� ���������

����������

���������

Page 2: NICE 38933005 Nice Screen Installation Guide Rev A1
Page 3: NICE 38933005 Nice Screen Installation Guide Rev A1

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws.Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.

All contents of this document are: Copyright © 2008 NICE Systems Ltd. All rights reserved.This product is covered by one or more of the following US patents:

360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners.

Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations.

385A0460-04 Rev. A1

4,893,197

5,396,371

6,115,746

6,330,025

6,785,370

6,959,079

7,203,655

5,185,780

5,446,603

6,122,665

6,542,602

6,856,343

6,965,886

7,240,328

5,216,744

5,457,782

6,192,346

6,564,368

6,865,604

6,970,829

7,305,082

5,274,738

5,819,005

6,246,752

6,694,374

6,870,920

7,010,106

7,333,445

5,289,368

5,911,134

6,249,570

6,728,345

6,871,229

7,010,109

7,346,186

5,325,292

5,937,029

6,252,946

6,775,372

6,880,004

7,058,589

7,383,199

5,339,203

6,044,355

6,252,947

6,785,369

6,937,706

7,085,728

7,386,105

Page 4: NICE 38933005 Nice Screen Installation Guide Rev A1

For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:

EMEA Region: (Europe, Middle East, Africa)Tel: +972-9-775-3800Fax: +972-9-775-3000email: [email protected]

APAC Region: (Asia/Pacific)Tel: +852-8338-9818Fax: +852-2802-1800email: [email protected]

The Americas Region: (North, Central, South America)Tel: 1-800-NICE-611Fax: +720-264-4012email: [email protected]

Israel:Tel: 09-775-3333Fax: 09-775-3000email: [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 [email protected]

Please visit NICE at www.nice.com

International Headquarters-IsraelTel: +972-9-775-3100Fax: +972-9-775-3070email: [email protected]

North AmericaTel: 1-800-663-5601Fax: +201-356-2197email: [email protected]

United KingdomTel: +44-8707-22-4000Fax: +44-8707-22-4500

GermanyTel: +49-(0)-69-97177-0Fax: +49-(0)-69-97177-200

FranceTel: +33-(0)1-41-38-5000Fax: +33-(0)1-41-38-5001

Hong-KongTel: +852-2598-3838Fax: +852-2802-1800

NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the instructions.

Page 5: NICE 38933005 Nice Screen Installation Guide Rev A1

Revision HistoryNiceScreen Installation Guide

Revision Modification Date Description

A1 September 2008 • Updated installation paths

Page 6: NICE 38933005 Nice Screen Installation Guide Rev A1

Blank page for double-sided printing.

Page 7: NICE 38933005 Nice Screen Installation Guide Rev A1

Contents

1NiceScreen Overview 13

Introducing NiceScreen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14NiceScreen Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14NiceScreen Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16NiceScreen Installation Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2Installing the NiceScreen Logger 19

NiceScreen Logger Installation Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Preparing the Server for NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . 21Installing and Configuring SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Installing the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Configuring the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Installing the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Installing SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39NiceScreen Logger Log Severities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Installing and Using ScreenAgent Management System (SAMS) . . . . . . . . . 44

Installing SAMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Using SAMS Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

3NICE ScreenAgent Installation 49

NICE ScreenAgent Installation Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . 50System Requirements for NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . 51

Contents

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

7

Page 8: NICE 38933005 Nice Screen Installation Guide Rev A1

Features and Pre-installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . 51ScreenAgent in the Windows Vista Environment . . . . . . . . . . . . . . . . . . . . . 52Selective Application Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Color Reduction to Grayscale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Data Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Registration Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Configurations with Multiple NICE Interactions Centers . . . . . . . . . . . . . . . 56

Multiple NICE Interactions Centers and a Single NICE ScreenAgent . . . 56Multiple NICE Interactions Centers in the Terminal Server/Citrix Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Configuration for Dynamic Registration to a Single Interactions Center . . . . 58Branch Site Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Branch Site Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Branch Site Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Branch Site Integration Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Integrating Branch Site Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Creating a Master Setup Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64NICE ScreenAgent Basic (Interactive) Installation . . . . . . . . . . . . . . . . . . . . 77

Installing NICE ScreenAgent on an Agent Workstation . . . . . . . . . . . . . . . . 77Installing NICE ScreenAgent on a Terminal Server . . . . . . . . . . . . . . . . . . . 87

NICE ScreenAgent Silent Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Silent Installation Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Installing NICE ScreenAgent Silently . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Restarting Agent Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Silent Installation for the Unique Agent Username Registration Method 96Silent Installation for the Extension or Agent ID Registration Methods . . 96

Customizing NICE ScreenAgent Parameters in the Registry . . . . . . . . . . . . 98NICE ScreenAgent Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . 98

Configuration Data Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Switch Data Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105NICE Interactions Center - CLS Server List Parameters . . . . . . . . . . . 106

Uninstalling NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

8 Contents

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Page 9: NICE 38933005 Nice Screen Installation Guide Rev A1

4Defining NiceScreen Components in NICE Perform 109

Defining NiceScreen in NICE Perform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Defining NiceScreen in System Administrator . . . . . . . . . . . . . . . . . . . . . . 112

Accessing System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Defining the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Confirming the Channels Definition List . . . . . . . . . . . . . . . . . . . . . . . . . . 116Defining NICE ScreenAgents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Defining One NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Defining a Group of NICE ScreenAgents . . . . . . . . . . . . . . . . . . . . . . . 118

Creating a Channels Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Creating a Sources Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Attaching the Channels to the Sources Pools . . . . . . . . . . . . . . . . . . . . . . 127

5Scheduler Rules 129

Scheduler Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Choosing a Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Filters for Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . 133Creating a Quality by Interaction Recording Plan . . . . . . . . . . . . . . . . . . . 134

Quality by Time Interval Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . 138Creating a Quality by Time Interval Recording Plan . . . . . . . . . . . . . . . . . 139

Selective Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Filters for Selective/Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . 143Creating a Selective Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Creating a Negative Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Defining a Recording Period: Recurrence . . . . . . . . . . . . . . . . . . . . . . . . . . 156Locating Interactions According to Recording Schedules . . . . . . . . . . . . . 159Scheduling How To’s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

9 Contents

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Page 10: NICE 38933005 Nice Screen Installation Guide Rev A1

AConfiguring Additional NICE ScreenAgent Components 161

Windows Vista: Configuring the Create Global Objects Privilege . . . . . . . 162Configuring the Citrix Server using Published Application Mode . . . . . . . 165

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Adding the NICE ScreenAgent Process to the Group Policy Login Script . 166Verifying the Citrix Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

BVerifying NiceScreen System 169

Test Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Setting up a Test Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Verifying the NiceScreen Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Verifying the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Running a Self-Test on the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . 171Verifying the NICE ScreenAgent Installations . . . . . . . . . . . . . . . . . . . . . . 172Verifying the NICE Interactions Center Connection . . . . . . . . . . . . . . . . . . 172

Verifying NiceScreen Recording and Playback . . . . . . . . . . . . . . . . . . . . . . 173Verifying Basic Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Screen Recording and Playback in NICE Monitor . . . . . . . . . . . . . . . . . . . 173

Recording and Playing Back the Current Call’s Screens . . . . . . . . . . . 173Recording and Playing Back the Next Call’s Screens . . . . . . . . . . . . . 175Recording and Playing Back All Calls’ Screens . . . . . . . . . . . . . . . . . . 176

Screen Monitoring in Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Verifying Monitoring Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Verifying Monitoring Screens and Voice . . . . . . . . . . . . . . . . . . . . . . . 178Verifying Monitoring While Recording . . . . . . . . . . . . . . . . . . . . . . . . . 179

24 Hour Test for Sites with Multiple NiceScreen Loggers . . . . . . . . . . . . . 180Testing Screen and Voice Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

CNiceScreen Troubleshooting Flow 181

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183Isolating the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

10 Contents

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Page 11: NICE 38933005 Nice Screen Installation Guide Rev A1

Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Checking the NiceScreen Logger Service Status . . . . . . . . . . . . . . . . . . . 184Checking the ScreenAgent Interactions Center Registration . . . . . . . . . . . 185Checking the Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186Checking SAMS for Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187Isolating the Problem Further . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Checking the NiceScreen Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Checking the ScreenAgent Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Checking the RCM Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Checking the Call Server Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Checking the Call Status in the Database . . . . . . . . . . . . . . . . . . . . . . . . . 189Checking the Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Checking the Naming Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190Checking Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Verifying the ScreenAgent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 192Testing the ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Other Troubleshooting Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Other Useful Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

NICE ScreenAgent Installation/Operational Problems . . . . . . . . . . . . . . . . 195NICE ScreenAgent Optimization and Performance Issues . . . . . . . . . . . . . 197NiceScreen Logger Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . 199

DEnabling Display of NICE System Information in System Administrator 205

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207Verifying the System Administrator User . . . . . . . . . . . . . . . . . . . . . . . . . . 208Adding the System Administrator User to Computers not in an Active Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . 220

Index 225

11 Contents

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Page 12: NICE 38933005 Nice Screen Installation Guide Rev A1

Blank page for double-sided printing.

Page 13: NICE 38933005 Nice Screen Installation Guide Rev A1

Chapter 1: NiceScreen Overview

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

13

1

NiceScreen Overview

Contents

Introducing NiceScreen .................................................................................................14NiceScreen Components ...........................................................................................14NiceScreen Architecture ............................................................................................15

NiceScreen Installation Workflow .................................................................................17

Related Publications ......................................................................................................18

Page 14: NICE 38933005 Nice Screen Installation Guide Rev A1

14 Chapter 1: NiceScreen Overview

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Introducing NiceScreen

Introducing NiceScreenNiceScreen enables you to record and play back screen activity synchronized with its corresponding voice recording. While NiceLog Voice Recording System records your call, NiceScreen can record your screen simultaneously. NiceScreen recording is initiated in the RCM (Resource Manager Console) in the NICE Interactions Center. Monitoring of real-time screen activity and playback of stored screen data is performed using the NICE Perform Applications Suite. Screen data can be played back, saved as an .asf file, or sent in an email with its corresponding voice data.

This guide provides system requirements, and installation and configuration procedures for NiceScreen.

NiceScreen Components

NiceScreen is comprised of the following components:

• NiceScreen Logger

NiceScreen Logger operates as a service which runs continuously on a dedicated server, managing screen captures received from NICE ScreenAgents. It can be installed on any user-supplied machine that meets system requirements. Each NiceScreen Logger can record up to 250 input channels and play back up to 50 recordings simultaneously. You can install at your site as many NiceScreen Loggers as necessary; each NiceScreen Logger maintains its own storage system. Using System Administrator, you can configure different Loggers to record screens from different workstations. The recording is controlled by NICE Interactions Center.

The NiceScreen Logger installation involves installing the NiceScreen Logger software and setting up the NiceScreen Logger’s storage system. The NiceScreen Storage System is an integral part of the NiceScreen Logger, which can hold up to 500 GB.

See Installing the NiceScreen Logger on page 19.

• NICE ScreenAgent

NICE ScreenAgent is a client application, installed on the client workstation, which captures screen activity while remaining undetected by the user. NICE ScreenAgent must be installed on each workstation for which screen activity is to be recorded.

See NICE ScreenAgent Installation on page 49.

NICE ScreenAgent features include:

• Multi-monitor screen-capture

• Terminal server environment screen capture

• A lower recording data rate

• Reduction to grayscale - facilitating smaller storage and reduced bandwidth

NOTE: Specific recording and playback capabilities are determined by your site configuration.

Page 15: NICE 38933005 Nice Screen Installation Guide Rev A1

15 Chapter 1: NiceScreen Overview

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Introducing NiceScreen

• Media encryption

• Selective application recording - enabling you to select applications to exclude/include in the screen recording

• Screen Agent Management System (SAMS)

SAMS is a reporting tool for NICE ScreenAgents installed at the site. It enables logs and debug information to be sent from all NICE ScreenAgents at the site to one central server.

NiceScreen Architecture

Figure 1-1 shows an example of a NiceScreen site configuration. Figure 1-1 NiceScreen Site Configuration

NICE

Agent workstationswith NICE ScreenAgent

NiceScreen

NiceLog

LAN

Loggers + singleInteractionsCenter

installation of SAMSNMSServer

Loggers

Page 16: NICE 38933005 Nice Screen Installation Guide Rev A1

16 Chapter 1: NiceScreen Overview

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE Perform Site Installation Overview

NICE Perform Site Installation Overview

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

NiceLog High Density Logger

Install MS SQL Server 2005 and NICE Perform Databases

Interaction Capture Unit (ICU)

Mandatorycomponent

Optionalcomponent

Legend Prepare Machines

Connect

Install relevant optional components:

Define Components in System Administrator

NICE VoIP Logger

Perform Required Installation and Acceptance Test Procedures

Define Loggers or ICU in System Administrator

Install NICE Perform Applications

Define Applications in System Administrator

Define VRG in System Administrator

Define NMS in System Administrator

Install NMS

Install and Configure Switch Integrations

Install and Configure NICE Interactions Center

Install VoIP Recording Gateway (VRG)

NiceScreenScreenSenseReporter Server

NICE Storage CenterMedia Library

Playback Server Audio Analysis

Define Channel Mapping in the System Administrator

Installation-

configurationdependent

/ /

Mandatoryconfiguration

Customer Feedback Stream Server

Install NiceScreenYou are Here

Define NiceScreen in the System Administrator

Page 17: NICE 38933005 Nice Screen Installation Guide Rev A1

17 Chapter 1: NiceScreen Overview

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE Perform Site Installation Overview

NiceScreen Installation Workflow

The workflow below illustrates the steps involved in installing NiceScreen. Click a step and the corresponding instructions appear.

NOTE: Define Screen Recording Schedule only in a Screen QA environment. In Total (record all calls) Screen environment, there is no need for Screen Recording Rules.

Your NiceScreen

Install NiceScreen Logger

installation is complete!

Define NiceScreenComponents in NICE Perform

Install NICE ScreenAgent

Define Screen Recording Schedule

Enable Display in the System Administrator

Page 18: NICE 38933005 Nice Screen Installation Guide Rev A1

18 Chapter 1: NiceScreen Overview

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Related Publications

Related PublicationsTechnical Documentation

• NiceLog High Density Logger Installation Guide

• VoIP Logger Installation Guide

• Interaction Capture Unit Installation Guide

• NICE Interactions Center Installation Guide

• Audio Analysis Server Installation Guide

• NMS 3.1 Installation Guide

• NMS 3.1 User's Guide

• Applications Suite Installation Guide

• Reporter and Data Mart Installation Guide

• Playback Server Installation Guide

• Storage Center Installation and Configuration Guide

Web Application Documentation

• System Administrator’s Guide

• Users Administrator’s Guide

• My Universe Guide

• Business Analyzer Guide

• Rules Manager Guide

• Lexicon Manager Guide

• List Editor Guide

• Monitor Guide

• Recording On Demand (ROD) Guide

• Reporter Guide

Page 19: NICE 38933005 Nice Screen Installation Guide Rev A1

Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

19

2

Installing the NiceScreen Logger

This chapter describes how to install and set up the NiceScreen Logger.

Contents

NiceScreen Logger Installation Workflow....................................................................20

Preparing the Server for NiceScreen Logger...............................................................21

Installing and Configuring SNMP Service ....................................................................22Installing the SNMP Service.......................................................................................22Configuring the SNMP Service ..................................................................................24

Installing the NiceScreen Logger..................................................................................29

Installing SNMP Agent ...................................................................................................39

NiceScreen Logger Log Severities ...............................................................................42

Installing and Using ScreenAgent Management System (SAMS)..............................44Installing SAMS..........................................................................................................44Using SAMS Report ...................................................................................................47

Page 20: NICE 38933005 Nice Screen Installation Guide Rev A1

20 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Installation Workflow

NiceScreen Logger Installation WorkflowThe workflow below illustrates the steps involved in installing NiceScreen Logger. Click a step and the corresponding instructions appear.

Install and Configure

Your NiceScreen Logger

Prepare the Serverfor NiceScreen Logger

Install NiceScreen Logger

SNMP Service on NiceScreen Logger

installation is complete!

Install SNMP Agent

Install SAMS

Define NiceScreenLogger in NICE Perform

Page 21: NICE 38933005 Nice Screen Installation Guide Rev A1

21 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Preparing the Server for NiceScreen Logger

Preparing the Server for NiceScreen Logger Prepare the server for the NiceScreen Logger according to guidelines described in the Certified Servers Guide.

After you complete preparing the server for the NiceScreen Logger, proceed to Installing and Configuring SNMP Service on page 22.

Page 22: NICE 38933005 Nice Screen Installation Guide Rev A1

22 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Configuring SNMP Service

Installing and Configuring SNMP ServiceThis section describes the following:

• Installing the SNMP Service

• Configuring the SNMP Service

Installing the SNMP Service

Use this procedure to add the SNMP service and SNMP Traps service to your Windows components. Then you must configure the SNMP service.

To add SNMP services, you must have access to the I386 directory from the OS installation CD-ROM.

To install the SNMP services:

1. From the Control Panel, select Add/Remove Programs.

2. Click the Add/Remove Windows Components icon.

The Windows Components wizard starts.Figure 2-1 Windows Components Wizard

3. Select Management and Monitoring Tools. This component adds the SNMP service and SNMP Traps service.

4. Click the Details button. The Management and Monitoring Tools window appears.

Page 23: NICE 38933005 Nice Screen Installation Guide Rev A1

23 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Configuring SNMP Service

Figure 2-2 Management and Monitoring Tools Window

5. Select Simple Network Manager Protocol. Then click OK.

6. Click Next.

7. At the prompt, insert the OS installation CD in your CD-ROM drive or point to the location of the I386 system directory files.

The SNMP service and the SNMP Traps service are installed.

8. Click Finish.

You must now configure the SNMP service.

Page 24: NICE 38933005 Nice Screen Installation Guide Rev A1

24 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Configuring SNMP Service

Configuring the SNMP Service

Some Data Hubs use the default community names for the SNMP service:

• public (for read-only)

• admin (for read-write)

If your Data Hub uses customized community names, you must configure the monitored servers and the NMS servers with the identical community names.

To configure the SNMP service:

1. From the Control Panel, select Administrative Tools > Services. The Services window appears.

2. Right-click on the SNMP service and select Properties.

The SNMP Service Properties window (General tab) appears.Figure 2-3 SNMP Service Properties Window - General Tab

3. In the Startup type drop-down list, select Automatic.

4. Click the Log On tab.

Skip this step for a Storage Center server.

NOTE: For a Storage Center server, the parameters in the Log On tab should not be configured since they will be configured automatically during the Storage Center installation. The username defined during the Storage Center installation is defined as the Log On account user. You can verify the parameters after the installation.

Page 25: NICE 38933005 Nice Screen Installation Guide Rev A1

25 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Configuring SNMP Service

Figure 2-4 SNMP Service Properties Window - Log On Tab

Configure as follows (for all servers except the Storage Center server):

a. Select Local System Account.

b. Then select Allow service to interact with desktop.

5. Click the Recovery tab.Figure 2-5 SNMP Service Properties Window - Recovery Tab

6. Select Restart the Service for all three response fields.

Page 26: NICE 38933005 Nice Screen Installation Guide Rev A1

26 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Configuring SNMP Service

7. Click the Traps tab.Figure 2-6 SNMP Service Properties Window - Traps Tab

8. In the Community Name field, enter public (in lower case letters).

9. Define the IP address of the NMS server where trap messages will be sent, as follows:

a. In the Trap Destinations area, click Add.

b. In the displayed window, enter the IP address of the NMS server and click Add. The IP address appears in the Trap Destinations area.

Page 27: NICE 38933005 Nice Screen Installation Guide Rev A1

27 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Configuring SNMP Service

10. Click the Security tab.Figure 2-7 SNMP Service Properties Window - Security Tab

Confirm that:

• The Send authentication trap checkbox is clear.

• In the Accepted community names area, public appears with Read Only privileges.

11. Add admin as a Community Name with Read-Write privileges, as follows:

a. In the Accepted community names area, click Add. The SNMP Service Configuration window appears.

Figure 2-8 SNMP Service Configuration Window

b. In the Community rights field, select Read Write.

c. In the Community Name field, enter admin (in lower case letters).

d. Click Add. The community name admin appears in the Accepted community names area.

Page 28: NICE 38933005 Nice Screen Installation Guide Rev A1

28 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Configuring SNMP Service

12. Select Accept SNMP packets from any host. (Localhost appears in the list.)

13. In the SNMP Service Properties window, click Apply. Then click OK.

14. Restart the SNMP service.

Page 29: NICE 38933005 Nice Screen Installation Guide Rev A1

29 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

Installing the NiceScreen LoggerThis section describes how to install the NiceScreen Logger software.

During the installation procedure, you will need to provide the following information:

• Logger ID - We recommend using the SO number that comes with your NiceLog Logger package, unique to the Logger you are installing. This ID number will appear in the NICE Administrator application and in all references to this NiceScreen Logger.

• Location and size of the NiceScreen storage system - During the installation procedure, you select storage location and define up to 500 GB of storage. Each location can be either a file or unformatted partition.

To install NiceScreen Logger:

1. In the NiceScreen Logger, insert the NICE Perform Enhanced SW components DVD in the drive and navigate to the following location:

...\809A0150-61 - Capture Platform NICE Perform Release 3 Logger 9.06.04.28 SP4\Screen_Logger\MMLogger_Setup

2. Double-click MMLInstall.exe.

IMPORTANTBefore installing NiceScreen Logger:

• Ensure that you have administrative privileges for the computer being used.

• You must stop SNMP service.

NOTE: If, for whatever reason, you do not use the SO number, the Logger ID must be numeric, with no spaces or special characters, and is limited to nine (9) digits.

Page 30: NICE 38933005 Nice Screen Installation Guide Rev A1

30 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

The Welcome window appears.Figure 2-9 Welcome Window

3. Click Next.

The Information window appears.Figure 2-10 Information Window

4. Click Yes.

Page 31: NICE 38933005 Nice Screen Installation Guide Rev A1

31 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

The Choose Destination Location window appears.Figure 2-11 Choose Destination Location Window

5. To accept the default path, click Next. If you want to change the folder in which you install the NiceScreen Logger, click Browse, navigate to the desired folder, and click Next.

The General NiceScreen Logger Parameters window appears.Figure 2-12 General NiceScreen Logger Parameters Window

Page 32: NICE 38933005 Nice Screen Installation Guide Rev A1

32 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

6. Enter NiceScreen Logger parameters as follows:

a. Enter the Logger ID.

b. Keep the default Port number. This is the port to which your NiceScreen Logger is connected.

c. Click Next.

The Specify Required Recording and Playback Channels window appears.Figure 2-13 Specify Required Recording and Playback Channels Window

7. Enter the Recording and Playback channels. Click Next.

Samplevalues

Page 33: NICE 38933005 Nice Screen Installation Guide Rev A1

33 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

The Specify NiceScreen Data System Destination Folder window appears.Figure 2-14 Specify NiceScreen Data System Destination Folder Window

8. To accept the default path, click Next. if you want to change the folder in which you install NiceScreen Data System, click Browse, navigate to the desired folder, and click Next.

NOTE: The Datasystem folder will contain the metadata - information about the screen storage. The amount of space required for the metadata is dependent on the amount of storage space you define. Roughly 1% of the allocated storage space is necessary for its metadata.

Page 34: NICE 38933005 Nice Screen Installation Guide Rev A1

34 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

The Specify Storage Type window appears. Figure 2-15 Specify Storage Type Window

You can select to store your screen data in a file or as data in an unformatted partition on your hard drive. When you store your screen data to an unformatted partition, storage is faster. When you store your screen data in files, you can back up the data.

9. Select File Storage or Unformatted Partition Storage.

NOTE: The unformatted option appears when you have an unformatted drive under the MML.

Page 35: NICE 38933005 Nice Screen Installation Guide Rev A1

35 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

Click Next.

A confirm message appears asking if you would like to add more storage to the Logger.Figure 2-16 Confirm Message

• If you completed defining the Logger’s storage space, click No and proceed to Step 10.

• If you want to define additional space for storage, click Yes. The Specify Storage Type window (Figure 2-15 on page 34) appears once again. Repeat Step 9 until you complete defining all storage space.

If you selected File Storage... If you selected Unformatted Partition Storage...

The Specify Absolute Path for the Storage File window appears.

NiceScreen enables you to define one or multiple storage files, according to your needs. Before you continue, you need to know:

• How much remaining storage space you have on the disk.

• How many files you will want to create.

The Specify Unformatted Partition for Storage window appears.

When you select to store your screen data in unformatted partitions, the NiceScreen Installation procedure knows which drive is unformatted and displays this drive information in the Drive and Size fields. Note: If your computer has more than one unformatted drive, you will need to perform this procedure for each drive.

To specify the path for the storage file, enter the absolute Path and Size of the storage file and click Next.

To specify an unformatted partition for storage, keep the default Drive and Size, and click Next.

Page 36: NICE 38933005 Nice Screen Installation Guide Rev A1

36 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

The NiceScreen Logger Installation Summary window now appears.Figure 2-17 NiceScreen Logger Installation Summary Window

10. Review your configuration settings. To change settings, click Back and redefine settings. To confirm settings, click Next.

The NiceScreen Logger Setup - InstallShield Wizard Complete window appears.Figure 2-18 NiceScreen Logger Setup - InstallShield Wizard Complete Window

11. Select Start the Logger Service now, and click Finish.

Your NiceScreen Logger is now installed and running.

Page 37: NICE 38933005 Nice Screen Installation Guide Rev A1

37 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

An icon is displayed in the computer’s tray, indicating that the NiceScreen Logger service is active. When you point your cursor on the icon in the tray, a tooltip displays information about NiceScreen Logger. When you click on the icon, status details are displayed.

See Figure 2-19 below.

Figure 2-19 NiceScreen Logger Status Details (Example)

Table 2-1describes the NiceScreen Logger status details.

NOTE: If for any reason the computer on which NiceScreen Logger is installed, stops operating, the NiceScreen Logger service will automatically start again when the computer restarts.

Table 2-1: NiceScreen Logger Status

NiceScreen Logger Setting Description

Logger ID Logger ID defined during installation.

Configured Input Channels Number of recording channels defined during installation.

Configured Output Channels Number of playback channels defined during installation.

Currently Active Input Channels Number of channels actively recording screen information.

Currently Active Output Channels Number of channels actively playing back recorded screens.

Storage Capacity Total storage space in MB.

Free Storage Percentage of total storage space that is free.

Locked Storage Not used.

Locked Storage Limit Not used.

Page 38: NICE 38933005 Nice Screen Installation Guide Rev A1

38 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing the NiceScreen Logger

Auto Deletion Yes - Screen data will be automatically deleted when the amount of screen data reaches the Auto Deletion High Threshold value.No - Screen data will not be automatically deleted.

Auto Deletion High Threshold Auto Deletion begins when the percentage of recorded files is higher than this percentage value.

Auto Deletion Low Threshold Auto Deletion stops when the percentage of recorded files is lower than this percentage value.

Current Recording Bandwidth Bandwidth currently used by recorded screen data traffic.

Peak Recording Bandwidth Bandwidth peak of recorded screen data since the NiceScreen Logger was started last.

Current Output Bandwidth Bandwidth currently used by screen data traffic which is currently played back.

Peak Output Bandwidth Bandwidth peak of screen data which is played back since the NiceScreen Logger was started last.

Table 2-1: NiceScreen Logger Status

NiceScreen Logger Setting Description

Page 39: NICE 38933005 Nice Screen Installation Guide Rev A1

39 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing SNMP Agent

Installing SNMP AgentTo enable the Logger to send traps reporting system health to the NMS Server, you must install SNMP Agent on NiceScreen Logger.

To install SNMP Agent:

1. In the NiceScreen Logger, insert the NICE Perform Enhanced SW components DVD in the drive and navigate to the following location:

...\809A0150-61 - Capture Platform NICE Perform Release 3 Logger 9.06.04.28 SP4\Screen_Logger\SNMP4MMLogger_Setup\Disk1

2. Double-click setup.exe.

The NICE Multimedia Logger SNMP Agent wizard starts.Figure 2-20 NICE Multimedia Logger SNMP Agent Wizard

3. Click Next.

The License Agreement window appears.

Page 40: NICE 38933005 Nice Screen Installation Guide Rev A1

40 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing SNMP Agent

Figure 2-21 License Agreement Window

4. Click Yes.

The Destination Folder window appears.Figure 2-22 Destination Folder Window

5. Click Next.

The Setup Approve window appears.

Page 41: NICE 38933005 Nice Screen Installation Guide Rev A1

41 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing SNMP Agent

Figure 2-23 Setup Approve Window

6. Click Next.

The Setup Complete window appears.Figure 2-24 Setup Complete Window

7. Select Yes, I want to restart my computer now. Click Finish.

Your NiceScreen SNMP Agent is now installed. When the NiceScreen Logger restarts, it will begin sending traps to the NMS Server.

Page 42: NICE 38933005 Nice Screen Installation Guide Rev A1

42 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Log Severities

NiceScreen Logger Log SeveritiesNiceScreen Logger sends messages to the three following log output devices: File, System Log, and Screen. Each device is defined in a separate section, for example, Logs To Screen (see table above), and includes a parameter called Severity_To_X, where, X is the name of log output device. This parameter value is a bitmap of severities.

One log line contains one specific severity. The log mechanism checks if one or more log devices has that severity bit set (in the severity bitmap). Then the log line is output to the log devices that correspond to the severity bit set (in the severity bitmap).

Log severities are determined by calculating the sum of the severities listed below.

Severity Bit Decimal Value Description

• SHUTDOWN 0 1 Shutdown related to log lines.

• TRACE 1 2 Used by R&D only.

• DEBUG 2 4 Used by R&D only.

• INFO 3 8 Information - routine execution log.

• NOTICE 4 16 Notice - needs attention but does not cause an error.

• WARNING 5 32 Warning - needs attention, can cause an error.

• STARTUP 6 64 Startup-related log lines (not errors!).

• ERROR 7 128 Error executing regular flow. Logger has no malfunction.

• CRITICAL 8 256 Critical Error- malfunction in the Logger.

• ALERT 9 512 Alert - malfunction in the Logger.

• EMERGENCY 10 1024 Logger is in a non-functional state!

• ..................... 11 Reserved.

• API_INFO 12 4096 All log lines related to API calls.

• API_STREAM 15 32768 In and out data streaming commands.

• CONN_INFO 13 8192 All open/close connection related logs.

• SYSTEM_EVENT 14 16384 All events issued from the system, for example, SNMP.

Page 43: NICE 38933005 Nice Screen Installation Guide Rev A1

43 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Log Severities

To modify the bitmap value you must decide which severities to include, and then sum their decimal values.

For example: DEBUG + INFO: 4 + 8 = 12

Standard Combinations

Following is a list of standard severity combinations:

• 2047 - all

• 2041 and higher - info

• 2033 and higher - notice

• 2017 and higher - warning

• 1985 and higher - error

• 1857 and higher - critical

• 1601 and higher - alert

• 1089 and higher - emergency

• 65 - startup & shutdown only

Page 44: NICE 38933005 Nice Screen Installation Guide Rev A1

44 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Using ScreenAgent Management System (SAMS)

Installing and Using ScreenAgent Management System (SAMS)

SAMS is a monitoring utility that runs non-stop in the background as a Windows service. SAMS monitors ScreenAgents, and sends logs and debug information from ScreenAgents to SAMS server. This section provides an overview of SAMS, its installation procedure, and how to use it.

Every time a ScreenAgent activates, stops, or fails to function properly, status information is displayed in a console window called SAMS Report. The status is displayed according to severity. From least to most severe, severity is as follows: Debug, Info, Warn, Fatal, Bug, and Event. By default, the SAMS threshold is set to Fatal. This means that status with a severity of Fatal, Bug, or Event will be displayed in the SAMS Report console.

The status information that displays in SAMS Report is saved in the SAMSReport.log log file, in the SAMS installation folder - C:\Program Files\Nice Systems\SAMS Server\SAMSServerLog. The SAMSReport.log file enables you to review the status information that is no longer displayed in the SAMS Report console.

Installing SAMS

This section describes the procedure for installing SAMS. Once installed, SAMS automatically starts running and will report system health of all NICE ScreenAgents and VRAs installed at the site.

To install SAMS:

1. In the machine running the NiceScreen Logger, insert the NICE Perform Enhanced SW components DVD in the drive and navigate to the following location:

...\809A0150-61 - Capture Platform NICE Perform Release 3 Logger 9.06.04.28 SP4\Screen Agent Management System (SAMS) 9.10.02.08\Release

2. Double-click setup.exe.

NOTE: • It is best to install SAMS:

• On one of the NiceScreen Loggers at the site. If no NiceScreen Logger is installed at the site, install SAMS on the same machine running NICE Interactions Center.

• Prior to installing NICE ScreenAgents and VRAs.

• Do not install SAMS on the same machine as the VoIP Logger since both applications are configured, by default, to use the same TCP Port number. If you must install SAMS on the machine running the VoIP Logger, the SAMS TCP port must be changed to a port that is not in use by other applications. Ask your System Administrator for a list of free ports. After updating the SAMS TCP port, the NICE ScreenAgents must be updated accordingly.

Page 45: NICE 38933005 Nice Screen Installation Guide Rev A1

45 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Using ScreenAgent Management System (SAMS)

The Welcome window appears.Figure 2-25 Welcome Window

3. Click Next.

The Select Installation Folder window appears.Figure 2-26 Select Installation Folder Window

4. To accept the default path, click Next. If you want to change the folder, click Browse, navigate to the desired folder, and click Next.

Page 46: NICE 38933005 Nice Screen Installation Guide Rev A1

46 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Using ScreenAgent Management System (SAMS)

The Confirm Installation window appears.Figure 2-27 Confirm Installation Window

5. Click Next.

A progress bar is displayed. Then the Installation Complete window appears.Figure 2-28 Installation Complete Window

6. Click Close.

Page 47: NICE 38933005 Nice Screen Installation Guide Rev A1

47 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Using ScreenAgent Management System (SAMS)

SAMS is now installed and running.

The SAMS Server icon is displayed in the computer’s system tray - .

• To stop SAMS Report, right-click the SAMS Server icon and select Stop.

• To start SAMS Report, right-click the SAMS Server icon and select Start.

Using SAMS Report

All messages sent to the SAMS Report console window display the following parameters:

• Date and time message was sent

• Severity level. From least to most severe - Debug, Info, Warn, Fatal, Bug, Event

• Name of the component that sent the message (for example, SA - for ScreenAgent, or VRA - for Voice Recording Agent)

• IP address and port number or host name of the machine from which the message was sent

• Report type:

• Install - message report success/failure

• Uninstall - message report success/failure

• Startup - information report

• Shutdown - information report

• Online - message sent while ScreenAgent is running

• Message content

See the following figure.

NOTE: • The SAMS icon only appears in the tray when SAMS is actively running.

• SAMS can also be started and stopped via Windows Services - Start > Settings > Control Panel > Administrative Tools > Services.

Page 48: NICE 38933005 Nice Screen Installation Guide Rev A1

48 Chapter 2: Installing the NiceScreen Logger

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Installing and Using ScreenAgent Management System (SAMS)

Figure 2-29 SAMS Report (Example)

Page 49: NICE 38933005 Nice Screen Installation Guide Rev A1

Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

49

3

NICE ScreenAgent Installation

NICE ScreenAgent must be installed on all workstations whose screens are to be recorded, and runs silently without user interaction. It can be installed on individual workstations or, in a thin client environment, on a terminal server.

Contents

NICE ScreenAgent Installation Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . 50System Requirements for NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . 51Features and Pre-installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . 51Creating a Master Setup Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64NICE ScreenAgent Basic (Interactive) Installation . . . . . . . . . . . . . . . . . . . . 77NICE ScreenAgent Silent Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Customizing NICE ScreenAgent Parameters in the Registry . . . . . . . . . . . . 98Uninstalling NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

WARNINGBefore installing NICE ScreenAgent for NICE Perform Release 3.1, you must uninstall any NICE ScreenAgent installations from NICE Perform Release II and below.

Page 50: NICE 38933005 Nice Screen Installation Guide Rev A1

50 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Installation Workflow

NICE ScreenAgent Installation WorkflowThe workflow below describes the steps involved in installing NICE ScreenAgents at your site.

Your NICE ScreenAgents are completely installed and configured!

Create a Master Setup Kit

Basic Workstation

Install NICE ScreenAgent in one of the following ways:

InstallationBasic Terminal Server

InstallationSilent

Installation

Define NICE ScreenAgentsin NICE Perform

Prepare machinesfor NICE ScreenAgents

Page 51: NICE 38933005 Nice Screen Installation Guide Rev A1

51 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

System Requirements for NICE ScreenAgent

System Requirements for NICE ScreenAgent For complete information regarding NICE ScreenAgent system requirements, see the Certified Servers Guide.

Features and Pre-installation Considerations This section describes the following topics:

• ScreenAgent in the Windows Vista Environment. See page 52.

• Selective Application Recording. See page 53.

• Color Reduction to Grayscale. See page 54.

• Data Encryption. See page 55.

• Registration Methods. See page 55.

• Configurations with Multiple NICE Interactions Centers. See page 56.

• Branch Site Support. See page 60.

Page 52: NICE 38933005 Nice Screen Installation Guide Rev A1

52 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

ScreenAgent in the Windows Vista Environment

This section describes the behavior of the ScreenAgent capture methods in the Windows Vista environment. The capture component of the ScreenAgent supports the new graphic subsystem in Windows Vista. However, the following limitations exist in this environment:

• Hooking capture method: Although Windows Vista supports the Hooking capture method, when Hooking is used, Windows Vista disables the Desktop Composition feature (Aero Glass).

To support the Hooking capture method in the Windows Vista environment, all users running ScreenAgent must be allocated privileges to Create Global Objects in the Windows Group Policy. In a domain environment, these privileges must be defined on the domain controller. If no domain exists, you must configure these privileges for each workstation. For users with administrator privileges, this privilege is set by default. For users with user privileges, this privilege must be set manually.

See Windows Vista: Configuring the Create Global Objects Privilege on page 162.

• DirectDraw Scraper capture method: Although Windows Vista supports the DirectDraw Scraper capture method, when DirectDraw Scraper is used, Windows Vista disables the Desktop Composition feature (Aero Glass).

• GDI Scraper capture method: Windows Vista fully supports the GDI Scraper capture method. When GDI Scraper is used, the Desktop Composition feature (Aero Glass) remains enabled.

NOTE: • In the Windows Vista environment, the Hooking capture method is the default

capture method.

• When the Hooking capture method is defined, but Create Global Objects is not enabled, ScreenAgent will use the DirectDraw Scraper capture method instead.

Page 53: NICE 38933005 Nice Screen Installation Guide Rev A1

53 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Selective Application Recording

Selective Application Recording enables you to filter recorded screen content. You can define up to five applications or URLs which NICE ScreenAgent will capture and record. Applications or URLs that are not on this list will not be recorded. Or, you can define up to five applications that NICE ScreenAgent will exclude from capturing and recording. In this case, screen recordings will include all applications that are not defined. When playing back screen recordings, applications or URLs that are not recorded appear blacked out.

Use the ScreenAgent configuration wizard to define the applications and URLs that need to be captured or excluded from capture.

See the configuration for Selective Application Recording in Creating a Master Setup Kit on page 64.

NOTE: • Specific URLs cannot be defined to be excluded from recording.

• URL capture: Microsoft Internet Explorer Versions 6 and 7 only are supported.

• The Selective Application Recording feature is supported by the Scraper capture method only.

Page 54: NICE 38933005 Nice Screen Installation Guide Rev A1

54 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Color Reduction to Grayscale

Color Reduction to Grayscale enables you to save your screens in grayscale - in shades of gray, varying from black at the weakest intensity to white at the strongest.

This feature offers you the following advantages:

• Reduces the size of captured data (up to 45%) while retaining luminance

• Supports lower bandwidths, appropriate for agents working from home or offsite

• Requires less storage space

Below is an example of a screen saved in color and in grayscale.Figure 3-1 Color vs. Reduction to Grayscale

Screen saved

Screen savedin grayscale

in color

Page 55: NICE 38933005 Nice Screen Installation Guide Rev A1

55 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Data Encryption

Screen data can be encrypted after it is captured and recorded via ScreenAgent. To support screen data encryption, both NICE Perform and the ScreenAgent must be configured for encryption.

To support encryption in the ScreenAgent environment, you must install the following components on each workstation:

• .NET 2.0

• A certificate authorizing the workstation to connect to the KSM Server

Registration Methods

Each time you add a new agent to NICE Perform, you must define the way in which this agent will be identified. The way in which an agent is identified is called the registration method. During the NICE ScreenAgent installation procedure, you must define the registration method used at your site. NICE Perform offers the three following registration methods for identifying agents:

• Unique Agent UserName - the agent is identified by his or her Windows login ID (Windows username). To use this method, the agent must have a unique Windows username.

This method must be used in the following environments:

• Branch site environment. See Branch Site Support on page 60.

• Terminal server environment. See Installing NICE ScreenAgent on a Terminal Server on page 87.

• Extension ID - the agent is identified by his or her telephone extension. You can assign up to eight (8) telephone extensions, each with a different switch ID, for each NICE ScreenAgent installation.

• Agent ID - the agent is identified by an agent ID permanently assigned to his or her current workstation.

For instructions on defining agents, see the Users Administrator Guide:Which Agent Identification Should I Use.

NOTE: Prior to installing NICE ScreenAgent, ensure that these components are installed.

IMPORTANT• We recommend using the Unique Agent UserName as your registration method.

• Use Extension ID or Agent ID only if your site does not support unique Windows login.

• Ext/AgentId registration is not supported in a Citrix/Terminal Server environment.

Page 56: NICE 38933005 Nice Screen Installation Guide Rev A1

56 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Configurations with Multiple NICE Interactions Centers

NICE ScreenAgent is capable of simultaneously connecting with, and registering to, up to five (5) NICE Interactions Centers. The need for NICE ScreenAgent to register to multiple Interactions Centers arises when one site has multiple NICE Interactions Centers which are capable of initiating screen recording requests.

Multiple NICE Interactions Centers and a Single NICE ScreenAgent

Figure 3-2 illustrates an example of a configuration comprised of two PBXs of two different vendors and two NICE Interactions Centers - one connected to each PBX.

In this example, each agent has one workstation and two phones which connect to the two PBXs. To effectively record all screen activity when a call exists on either phone, NICE ScreenAgent must be registered to both NICE Interactions Centers.Figure 3-2 Multiple NICE Interactions Centers - Multiple PBXs

Agent

NICE ScreenAgent

NICE Interactions Center #1

NICE Interactions Center #2

PBX #1

PBX #2

Page 57: NICE 38933005 Nice Screen Installation Guide Rev A1

57 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Multiple NICE Interactions Centers in the Terminal Server/Citrix Environment

Figure 3-3 illustrates a configuration comprised of one centralized Terminal Server or Citrix farm, that serves one site situated at two separate geographical locations. Each geographical location has its own local PBX and local NICE Interactions Center.

In this configuration, the location from which the session is initiated is unknown; and therefore, the NICE Interactions Center to which the ScreenAgent registers is also unknown. The NICE ScreenAgent installed and running on the Terminal Server/Citrix Server must be configured to register to all NICE Interactions Centers at the site. Figure 3-3 Multiple NICE Interactions Centers - One Centralized Terminal Server/Citrix Farm

Workflow for Multiple NICE Interactions Centers (Terminal Server/Citrix Environment)

The information flow in this configuration is described below:

The agent logs in to his or her phone. The agent is now registered at the local PBX.

The agent logs in to the thin client. The thin client opens a session with the Terminal Server/Citrix server.

The ScreenAgent process launches and registers to associated NICE Interactions Center(s).Since the location from which the session was initiated is unknown, and therefore, the NICE Interactions Center to which the ScreenAgent registers is also unknown, each ScreenAgent must be configured to register to all NICE Interactions Centers at the site.

NICE

NICE Interactions

PBX

Terminal Server/Citrix Server

Center

Location #1

Data Center

1

2

NICE Interactions

PBX

Center

Location #2

1

2

ScreenAgent

3

1

2

3

Page 58: NICE 38933005 Nice Screen Installation Guide Rev A1

58 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Configuration for Dynamic Registration to a Single Interactions Center

The NICE ScreenAgent can be configured to dynamically register to a single NICE Interactions Center. This minimizes the bandwidth on the network, and reduces resources. To do this, you register the IP Address/Host name of the NICE Interactions Center to ScreenAgent.

To register the IP Address/Host name of a single NICE Interactions Center to ScreenAgent:

1. Do one of the following:

• During installation, enter 0.0.0.0 as the Interactions Center IP Address in the following places:

• Master Setup List. See Creating a Master Setup Kit on page 64.

• Basic Installation. See NICE ScreenAgent Basic (Interactive) Installation on page 77.

• Installation on a Terminal Server. See Figure 3-30 on page 88.

-or-

• Manually delete the registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\AGNTREC.

2. Write a script which derives the NICE Interactions Center IP Address/Host name at agent login, and which passes the IP Address/Host name value to the ScreenAgent process.

To pass the NICE Interactions Center IP Address/Host name to the ScreenAgent process use the following syntax:

screenagent.exe -wait -IC:IP address/hostname

3. The agent logs in. The script invokes the NICE ScreenAgent process, and passes the correct NICE Interactions Center IP Address/host name as one of its parameters to ScreenAgent.

Figure 3-4 illustrates a configuration comprised of a farm of Terminal Servers, that serves two sites situated at two separate geographical locations. Each geographical location has its own local PBX, local NICE Interactions Center, and unique domain.

Page 59: NICE 38933005 Nice Screen Installation Guide Rev A1

59 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Figure 3-4 Multiple NICE Interactions Centers with Dynamic Assignment

The agent is dynamically assigned a Terminal Server. A script, running on the Terminal Server, derives the NICE Interactions Center IP Address/Host name at agent login. Since the location from which the session is initiated is known, the NICE ScreenAgent is configured to register to only one NICE Interactions Center.

Workflow for Dynamic Registration to a Single Interactions Center

The information workflow in this configuration is described below:

Sally logs in to her phone. Sally is now registered at the local PBX.

• Sally logs in to the thin client. The thin client opens a session dynamically assigning Terminal Server/Citrix server A.

• At login, the client script runs, deriving the IP Address/Host name of the NICE Interactions Center of Sally’s geographical location and passes it on to the ScreenAgent process.

• Sally from boston.com is identified with the Boston NICE Interactions Center.

NICE Interactions

PBX

Terminal Servers/Citrix Server Farm

Center

Boston

Data Center

1

NICE Interactions

PBX

Center

Los Angeles

1

2

boston.com losangeles.com

NICEScreenAgent

Sally Tom2

Terminal Server A Terminal Server B Terminal Server C

3

NICEScreenAgent

NICEScreenAgent

3

1

2

Page 60: NICE 38933005 Nice Screen Installation Guide Rev A1

60 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Branch Site Support

Branch Site Definition

A Branch Site is comprised of one primary branch at which the NICE Interactions Center and NiceScreen Logger are installed, and at least two secondary branches for agents. Each secondary branch may have its own NAT/PAT (Network Address Translation/Port Address Translation) network device. The NAT/PAT network device environment allows a site to use one set of IP addresses for internal traffic and a second set of IP addresses for external traffic. The internal LAN traffic can use nonregistered IP addresses for its computers, and when IP packets are sent to the outside network, the NAT translates the nonregistered IP addresses into globally unique IP addresses. The NAT configuration enables a site to connect all computers to globally unique IP addresses without actually owning a unique IP address for each one.

Branch Site Issues

When your Branch Site is configured with a NAT network device at each branch, computers from all branches are assigned nonregistered IP addresses for internal traffic. When packets are sent outside the LAN, the internal nonregistered IP addresses are translated into globally unique IP addresses. In this environment, there exists a possibility that multiple computers from different branches may have the same internal IP address. In addition, in this configuration, multiple users from different branches may have the same Windows usernames.

In Figure 3-5 on page 61, Sally’s workstation in the Boston branch has the same internal IP address as Sally’s workstation in the Miami branch. John in the Boston branch has the same Windows username as John in the Miami branch. For normal IP traffic, these multiple users are not confused. The NAT ensures that each workstation and user are uniquely identified. However, in the NiceScreen environment, workstations are identified by IP address and users identified by Windows usernames. This could cause confusion when recording screens of multiple workstations with the same IP address, or screens of users with the same Windows username.

• Tom logs in to the thin client. The thin client opens a session dynamically assigning Terminal Server/Citrix server C.

• At login, the client script runs, deriving the IP Address/Host name of the NICE Interactions Center of Tom’s geographical location and passes it on to the ScreenAgent process.

• Tom from losangeles.com is identified with the Los Angeles NICE Interactions Center.

The ScreenAgent process initializes, using the correct IP Address/Host name of the NICE Interactions Center.

3

Page 61: NICE 38933005 Nice Screen Installation Guide Rev A1

61 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Figure 3-5 Branch Site Example

Branch Site Integration Solution

Each secondary branch is defined with, and represented by, one unique Identification String value. NICE ScreenAgent then associates every agent and agent’s IP address with this Identification String value, creating a unique IP address and Windows username for each agent throughout the site. For example, you may define the Boston branch with an Identification String value of boston. You may define the Miami branch with an IdentificationString value of miami. Sally from Boston would then be associated with the Windows username Sally at boston. Sally from Miami would be associated with the Windows username Sally at miami. In parallel, all agent IP addresses will also be associated with the Identification String value. Thus, John’s workstation in Boston will be associated with the Identification String boston. John’s workstation in Miami will be associated with the IdentificationString miami.

The Identification String value ensures that even when the same Windows username or computer IP address is used by more than one agent, each agent is uniquely identified.

Primary Branch

Secondary Branch: Boston

NICEInteraction NiceScreen

LoggerApplicationsserver

NAT/PAT

John

NAT/PAT

Sally 172.20.0.1 172.20.0.2

Secondary Branch: Miami

John Sally 172.20.0.1 172.20.0.2

Center

Page 62: NICE 38933005 Nice Screen Installation Guide Rev A1

62 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

Integrating Branch Site Support

To integrate Branch Site support, you need to define the Identification String value in the three following places:

• NICE ScreenAgent - the agent.cfg file

In the agent.cfg file, you need to define the Identification String value for the NICE ScreenAgent configuration. The Identification String value associates each NICE ScreenAgent with a unique branch. Since each Identification String value represents one secondary branch only, when installing NICE ScreenAgent at multiple branches, you must define a unique Identification String value for each branch in a separate agent.cfg file.

See the last step in Creating a Master Setup Kit on page 64.

• Users Administrator

In Users Administrator, you must define the Agent identification for screen recording value for each agent whose screens you will need to record. The Agent identification for screen recording value associates each agent with a unique branch.

See Defining NiceScreen in NICE Perform on page 110.

EXAMPLE:Your site includes two secondary branches: Boston and Miami. Before you install the NICE ScreenAgents at your Boston branch, you open the agent.cfg file and define boston as your IdentificationString value. You install NICE ScreenAgents using this agent.cfg file.Before you install the NICE ScreenAgents at your Miami branch, you open the agent.cfg file and define miami as your IdentificationString value. You install NICE ScreenAgents using this agent.cfg file.

Page 63: NICE 38933005 Nice Screen Installation Guide Rev A1

63 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations

• System Administrator: CLS Definitions > Channel Mapping > Sources Definition

In the CLS Channel Mapping Sources Definition list, you must define each agent’s IP address with an associated Identification String value. Defining an Identification String value for each agent’s IP address ensures that each IP address is uniquely identified with one branch only.

See Defining NiceScreen in System Administrator on page 112.

IMPORTANTThe branch identification for a given branch must be identical in all three locations - agent.cfg file, Users Administrator, System Administrator.Example: To represent your Boston secondary branch, you define boston in the three following locations:

• agent.cfg file - the Identification String value

• Users Administrator - the Agent identification for screen recording value, defined for all agents that log into this branch

• System Administrator - the Identification String value, for all IP addresses for NICE ScreenAgents

Page 64: NICE 38933005 Nice Screen Installation Guide Rev A1

64 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Creating a Master Setup Kit Before installing NICE ScreenAgent, you must create a Master Setup Kit in the NICE Master Setup Kit Configuration Wizard. The Master Setup Kit Configuration Wizard enables you to customize your NICE ScreenAgent installation, ensuring a smooth and accurate NICE ScreenAgent installation. The Master Setup Kit is saved as an agent.cfg file and can be used for identical multiple installations.

When you install NICE ScreenAgent using the basic or interactive installation method, installation windows display predefined parameter values read from the Master Setup Kit - the predefined agent.cfg file. When installing NICE ScreenAgent using the silent installation method, installation windows do not appear on the agent workstations at all. During the silent installation, predefined parameter values are automatically used for the installation.

Before performing this procedure, ensure that you have at least 10 MB of free disk space.

NOTE: • If a Master Setup Kit is missing parameter values, a silent Installation will fail.

• When you need to install NICE ScreenAgent in different Windows environments, a unique Master Setup Kit may be needed for each environment.

• In the branch site environment, you must create a Master Setup Kit for each branch at the site.

• When your site requires multiple Master Setup Kits, each agent.cfg file must be saved in a separate installation folder.

• Certain site configurations may require additional customization to attain maximum performance.

• By default, the NICE ScreenAgent installation will overwrite your workstation wallpaper settings. To enable your workstations to retain their custom wallpaper definitions, you must configure the EnableWallPaper configuration data parameter in the agent.cfg file to 1 (Enable).

Page 65: NICE 38933005 Nice Screen Installation Guide Rev A1

65 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

To create a Master Setup Kit in the NICE ScreenAgent Configuration Wizard:

1. Insert the NICE Perform Standard SW components DVD in a drive on your site network and navigate to ...\809A1981-05 - Client Side Applications NICE Perform Release 3.1.

2. Copy the Screen Agent 9.10.03.18 folder to a convenient location on the network.

3. Navigate to ...\Screen Agent 9.10.03.18\SAConfigurationWizard and double-click SAConfigurationWizard.exe.

The NICE ScreenAgent Configuration Wizard starts. The Interaction Center and SAMS Network Addresses window appears.Figure 3-6 NICE ScreenAgent Configuration Wizard Welcome Screen

IMPORTANTBefore performing this procedure, ensure that you have at least 10 MB of free disk space.

Page 66: NICE 38933005 Nice Screen Installation Guide Rev A1

66 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

4. Enter the Interactions Center and SAMS network addresses.

5. Click Next.

The System Type window appears. Figure 3-7 System Type Window

-

6. Select the type of system on which you will install NICE ScreenAgent.

7. Click Next. The Reduction to Grayscale window appears.

NOTE: If ScreenAgent needs to be configured to work with multiple NICE Interaction Centers, manually define the multiple Interaction Center network addresses in the agent.cfg file after you complete the NICE ScreenAgent Configuration Wizard.

NOTE: For a Citrix terminal server, specify the Citrix connection type that will be used in the server.

Page 67: NICE 38933005 Nice Screen Installation Guide Rev A1

67 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-8 Reduction to Grayscale Window

8. (Optional) Select Use Reduction to Grayscale. Click Next.

The Selective Application Recording window appears.

NOTE: When using Reduction To Grayscale, only the Scraper capture method is available.

Page 68: NICE 38933005 Nice Screen Installation Guide Rev A1

68 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-9 Selective Application Recording Window

9. To enable Selective Application recording, continue with Step 10, otherwise continue with Step 11 on page 70.

10. (Optional) Select Enable Selective Application Recording and define filter options as described below.

To specify applications to capture or to exclude from capture:

a. Select one of the following options:

• To define applications to capture and record, select Record the following.

-or-

• To define applications to exclude from capturing and recording, select Record all but the following.

NOTE: • You can define application processes to be either captured or excluded from

capture. However, URL addresses can only be defined to be captured; they cannot be defined to be excluded from capture.

• Prior to defining URL addresses to be captured, a browser process must be defined.

• URL capture: Microsoft Internet Explorer Versions 6 and 7 only are supported.

Listed processes area

Page 69: NICE 38933005 Nice Screen Installation Guide Rev A1

69 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

b. Select one of the following options:

• In the Processes text field, enter the application process you need to record and click

.

-or-

• Click and browse to the application process you need to capture. Select the

process and click .

The application process appears in the listed processes area.

c. To define another application, repeat Step b of this procedure. You can specify up to five (5) applications to capture or exclude from capture.

To specify URLs to capture:

a. Select Record the following.

b. To select the application process, enter the name of the application process of your browser in the Processes text field.

c. Click .

The browser process appears in the listed processes area. The URL Addresses text fields become active.

d. In a URL Addresses text field, enter a URL address.

The URL appears in the listed processes area.

e. To define another URL address to record, repeat Step b to Step d of this procedure. You can specify up to five (5) URL addresses to capture.

Page 70: NICE 38933005 Nice Screen Installation Guide Rev A1

70 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

To remove an application or URL process from the list:

• Select the process and click .

11. Click Next.

The Capture Method window appears.

EXAMPLE:1. In the Processes text field, you type iexplore.exe. The URL Addresses text fields become active.2. In one of the URL Addresses text fields, you type http://www.nice.com. When screen recording is active and http://www.nice.com is displayed on the screen, NICE ScreenAgent will record this window.

Page 71: NICE 38933005 Nice Screen Installation Guide Rev A1

71 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-10 Capture Method Window

12. Select a Capture Method.

13. Click Next.

The Encryption Details window appears.

NOTE: • The default capture method is Hooking.

• Terminal Server/Citrix environment: The DirectDraw Scraper or GDI Scraper capture method must be selected.

• Windows Vista environment: For guidelines on which capture method to select, see the NiceScreen Installation Guide > ScreenAgent Capture Method Behavior in the Windows Vista Environment.

• Reduction to Grayscale: The DirectDraw Scraper or GDI Scraper capture method must be selected.

• Selective Application Recording: The DirectDraw Scraper or GDI Scraper capture method must be selected.

Page 72: NICE 38933005 Nice Screen Installation Guide Rev A1

72 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-11 Enable Encryption Window

14. To configure your site for media encryption, continue with Step 15, otherwise, continue with Step 16.

15. (Optional) Do the following:

a. Select Encrypt the captured data.

b. Enter the System Administrator’s network address.

16. Click Next.

The Perform Silent Installation window appears.

Page 73: NICE 38933005 Nice Screen Installation Guide Rev A1

73 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-12 Enable Silent Installation Window

17. To install NICE ScreenAgent via the Silent Installation method using the Unique Agent Username for your registration method, select Perform silent installation with unique agent username.

18. Click Next.

The Configuration File Description window appears.

Page 74: NICE 38933005 Nice Screen Installation Guide Rev A1

74 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-13 Configuration File Description Window

19. In the Configuration file description field, enter a short description for your Master Setup Kit.

20. Click Browse and navigate to the installation folder. Click Next.

The Configuration summary window appears.

Page 75: NICE 38933005 Nice Screen Installation Guide Rev A1

75 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-14 Configuration Summary Window

21. Verify the settings.

• To modify the settings, click Back.

• To end the wizard, click Finish.

Your Master Setup Kit is saved as agent.cfg in the installation folder.

If you selected the Selective Application Recording feature in Step 10 on page 68, the CaptureRuleConfig.xml file is created and saved in the installation folder.

22. If your site is comprised of multiple branches, do the following:

a. Open the agent.cfg file in a text editor.

b. Search for IdentificationString.

NOTE: This following procedure applies to multiple branches. If your site is comprised of one branch only, your Master Setup Kit is complete; skip this step.

Page 76: NICE 38933005 Nice Screen Installation Guide Rev A1

76 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Creating a Master Setup Kit

Figure 3-15 Example of agent.cfg File

c. Define an IdentificationString value for the secondary branch for which you will be installing NICE ScreenAgent.

d. Save and close the file.

e. Repeat Step a to Step b of this procedure for each secondary branch at your site, saving each agent.cfg file in a separate installation folder.

23. Proceed to installing NICE ScreenAgent. Select one of the following methods:

• NICE ScreenAgent Basic (Interactive) Installation on page 77

-or-

• NICE ScreenAgent Silent Installation on page 94

NOTE: In the branch site environment, make sure that:• The Unique Agent UserName is defined as the registration method.

• A unique agent.cfg file for each branch is created and saved in a separate installation folder.

IdentificationString value

Page 77: NICE 38933005 Nice Screen Installation Guide Rev A1

77 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

NICE ScreenAgent Basic (Interactive) InstallationThe basic or interactive installation enables you to install NICE ScreenAgent directly onto each workstation. You perform the basic installation by running the NICE ScreenAgent installation.

This section describes the following topics:

• Installing NICE ScreenAgent on an Agent Workstation on page 77

• Installing NICE ScreenAgent on a Terminal Server on page 87

Installing NICE ScreenAgent on an Agent Workstation

To install NICE ScreenAgent on an agent workstation:

1. Close all running applications.

2. Navigate to the NICE ScreenAgent Setup program saved in your system during Master Setup Creation and double-click setup.exe.

NOTE: • Before installing NICE ScreenAgent, ensure that you have Administrator privileges

to the workstation(s) on which NICE ScreenAgent will be installed.

• Before you perform this procedure, make sure to create and save the Master Setup Kit in the folder containing the NICE ScreenAgent installation. During Master Setup Kit creation, you customize and save the following files:

• agent.cfg

• CaptureRuleConfig.xml (Selective Application Recording only)

Page 78: NICE 38933005 Nice Screen Installation Guide Rev A1

78 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

The InstallShield Wizard for NICE ScreenAgent starts.Figure 3-16 Welcome Screen for NICE ScreenAgent Installation

3. Click Next.

The Choose Destination Location window appears. Figure 3-17 Choose Destination Location Window

4. Accept the default path or click Browse to change the default location. Click Next.

Page 79: NICE 38933005 Nice Screen Installation Guide Rev A1

79 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

The NICE ScreenAgent Setup program reads the Master Setup Kit (agent.cfg file) and displays the NICE Interaction Center IP addresses or host names in the Interaction Center List window.

Figure 3-18 Interactions Center Information Window

5. Verify that the network addresses or host names are correct and click Next.

NOTE: Every agent does not necessarily need to point to every NICE Interaction Center associated with the site. The IP addresses of the NICE Interaction Centers need to be defined according to the needs of your site configuration.

Page 80: NICE 38933005 Nice Screen Installation Guide Rev A1

80 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

The SAMS (Screen Agent Management System) Server Information window appears displaying the SAMS Server IP address or host name that was predefined in the Master Setup Kit (agent.cfg file).Figure 3-19 SAMS Server Information Screen

6. Verify that the IP address or host name of SAMS is correct and click Next.

The Registration Method window appears.Figure 3-20 Registration Method Window

Page 81: NICE 38933005 Nice Screen Installation Guide Rev A1

81 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

7. Select a Registration Method and click Next.

• If you select By Unique Agent UserName, the Color Reduction to Grayscale window appears. Proceed to Step 9.

• If you select By Extension/s or Agent ID/s, the Extension, Agent ID Info window appears. Continue with Step 8.

Figure 3-21 Extension, Agent ID Info Window

8. Do one of the following:

• Define one Extension-Switch ID pair:

a. Enter the extension number in the Extension 1 field.

b. Click Next. The Color Reduction to Grayscale window appears. Proceed to Step 9.

NOTE: • In the branch site environment, you must choose Unique Agent UserName as your

registration method.

Page 82: NICE 38933005 Nice Screen Installation Guide Rev A1

82 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

• Define multiple Extension-Switch ID pairs:

a. Click Advanced. Multiple fields are displayed for defining up to eight (8) extension-switch ID pairs.

Figure 3-22 Extension, Switch ID Info Window - Multiple Fields

b. Enter the extension-switch ID pairs in the Extension and Switch ID fields.

NOTE: If you marked Use Agent ID instead of Extension in the Extension, AgentId Info window, similar windows to the above are displayed, with Agent ID fields replacing the Extension ID fields.

Page 83: NICE 38933005 Nice Screen Installation Guide Rev A1

83 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Figure 3-23 Agent ID, Switch ID Info Window - Multiple Fields

c. Click Next.

The Color Reduction to Grayscale window appears. Proceed to Step 9. Figure 3-24 Color Reduction to Grayscale Window

9. (Optional) To install Color Reduction to Grayscale, select Enable reduction to grayscale color.

Page 84: NICE 38933005 Nice Screen Installation Guide Rev A1

84 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Color Reduction to Grayscale captures screens using a grayscale. Using a grayscale, instead of a color scale, significantly reduces the size of the captured data, improves data rate and lowers CPU usage.

10. Click Next.

The Data Encryption window appears. When previously predefined during Master Setup Kit (agent.cfg file) creation, the System Administrator’s network address is displayed. Figure 3-25 Data Encryption Window

11. (Optional) To enable your site to work with encrypted data, select Encrypt the captured data. Type the System Administrator network address. Click Next.

The Review Settings window appears.

NOTE: Color Reduction to Grayscale requires using the Scraper capture method. When you select Color Reduction to Grayscale, the capture method automatically changes to Scraper.

Page 85: NICE 38933005 Nice Screen Installation Guide Rev A1

85 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Figure 3-26 Review Settings Window

12. Review the configuration settings.

• To change the settings, click Back.

• To begin copying the program files, click Next.

A work in progress bar appears and the setup program copies the installation files.

The InstallShield Wizard Complete window appears.Figure 3-27 InstallShield Wizard Complete Window

13. Select Yes, I want to restart my computer now and click Finish.

Page 86: NICE 38933005 Nice Screen Installation Guide Rev A1

86 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

The NICE ScreenAgent installation is complete. NICE ScreenAgent is automatically added to the Windows autorun list and automatically starts whenever the workstation is started.

To start recording agent screens, refer to the System Administrator Guide and the Users Administrator Guide.

NOTE: If you select No, I will restart my computer later, NICE ScreenAgent will not start until the next time you restart the workstation.

Page 87: NICE 38933005 Nice Screen Installation Guide Rev A1

87 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Installing NICE ScreenAgent on a Terminal Server

This section explains how to install NICE ScreenAgent directly on a terminal server.

To install NICE ScreenAgent on a terminal server:

1. Close all running applications.

2. Navigate to the NICE ScreenAgent Setup program saved in your system during Master Setup Creation and double-click setup.exe.

The InstallShield Wizard for NICE ScreenAgent Terminal Server Edition starts.Figure 3-28 Terminal Server Welcome Window

3. Click Next.

The Choose Destination Location window appears. The Destination Folder area displays the default location where the application files will be copied.

IMPORTANT• Before you perform this procedure, make sure to create and save the Master Setup Kit (the

customized agent.cfg file) in the folder containing the NICE ScreenAgent installation. See Creating a Master Setup Kit on page 64.

• To install NICE ScreenAgent on an agent workstation, follow instructions described in Installing NICE ScreenAgent on an Agent Workstation on page 77.

• In the terminal server environment, you must use the Unique Agent UserName as the Agent Registration method. See Registration Methods on page 55.

Page 88: NICE 38933005 Nice Screen Installation Guide Rev A1

88 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Figure 3-29 Terminal Server - Choose Destination Location Window

4. Do one of the following:

• To accept the default path, click Next.

• To change the default location, click Browse, select a new location, then click Next.

The Interactions Center Information window appears displaying the IP addresses or host names of the NICE Interactions Centers that were predefined in the Master Setup Kit (agent.cfg file). Figure 3-30 Terminal Server - Interactions Center Information Window

Page 89: NICE 38933005 Nice Screen Installation Guide Rev A1

89 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

5. Verify that the IP addresses or host names of the NICE Interactions Centers are correct, and click Next.

The SAMS (Screen Agent Management System) Server Information window appears displaying the SAMS Server IP address or host name that was predefined in the Master Setup Kit (agent.cfg file).Figure 3-31 Terminal Server - SAMS Server Information Window

6. Verify that the IP address or host name of the SAMS Server is correct, and click Next.

The Terminal Server Installation Wizard detects your terminal server type.

• If you are installing NICE ScreenAgent on a Citrix server, Figure 3-32 appears. Proceed to Step 7 on page 90.

• If you are installing NICE ScreenAgent on all other terminal servers, Figure 3-33 appears. Proceed to Step 9 on page 91.

Page 90: NICE 38933005 Nice Screen Installation Guide Rev A1

90 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Figure 3-32 Terminal Server Client Operation Mode Window

7. Select your terminal server mode of operation:

• Full Desktop Sessions- users have standard desktop applications according to assigned privileges.

• Published Application Sessions- the user’s desktop shows only those applications specified in the user’s login permissions.

8. Click Next.

The Color Reduction to Grayscale window appears.

NOTE: If you select Published Application, the following message appears.

See Configuring the Citrix Server using Published Application Mode on page 165.

Page 91: NICE 38933005 Nice Screen Installation Guide Rev A1

91 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Figure 3-33 Terminal Server - Color Reduction to Grayscale Window

9. (Optional) To install Color Reduction to Grayscale, select Enable reduction to grayscale color.

Color Reduction to Grayscale captures screens using a grayscale. Using a grayscale instead of a color scale, significantly reduces the size of the captured data, improves data rate, and lowers CPU usage. For further details, see Color Reduction to Grayscale on page 54.

10. Click Next.

The Data Encryption window appears.

NOTE: Color Reduction to Grayscale requires using the Scraper capture method. When you select Color Reduction to Grayscale, the capture method automatically changes to Scraper.

Page 92: NICE 38933005 Nice Screen Installation Guide Rev A1

92 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

Figure 3-34 Terminal Server - Data Encryption Window

11. (Optional) To enable your site to work with encrypted data, do the following:

a. Select Encrypt the captured data.

b. Enter the System Administrator network address.

c. Click Next.

The Review Settings window appears.Figure 3-35 Terminal Server - Review Settings Window

Page 93: NICE 38933005 Nice Screen Installation Guide Rev A1

93 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Basic (Interactive) Installation

12. Click Next.

A work in progress bar appears and the setup program copies the installation files. The InstallShield Wizard Complete window appears.Figure 3-36 Terminal Server - InstallShield Wizard Complete Window

13. Click Finish.

The NICE ScreenAgent Terminal Server installation is complete. You do not need to restart the terminal server or agent workstations.

Page 94: NICE 38933005 Nice Screen Installation Guide Rev A1

94 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Silent Installation

NICE ScreenAgent Silent InstallationThe NICE ScreenAgent silent installation method is recommended for large sites where many NICE ScreenAgent installations are necessary. The installation process is performed using deployment tools including WinInstall, SMS, etc. During silent installation, installation setup windows do not appear on the agent’s workstation and the agent is unaware of the installation process. Using the silent installation, you can install NICE ScreenAgent on more than one workstation at the same time.

To perform the silent installation, ensure that:

• The installer performing the silent installation has administrator access privileges.

• A Master Setup Kit has been created and contains values for the following parameters:

• ClsAddr1 - the IP address or host name of the NICE Interactions Center (CLS Server)

• SRAddress - the IP address or host name of SAMS

• IdentificationString (branch sites only) - the Identification String of the branch

• TerminalServerMode (terminal servers only) - terminal server mode of operation

• The Registration Method - the method that ScreenAgent uses to register each agent in the NICE Interaction Center. You need to choose between Unique Agent User Name, Extension, or Agent ID, depending on the way in which the agent is defined at the site.

NOTE: The NICE ScreenAgent installation requires separate Master Setup Kits for installing NICE ScreenAgent on agent workstations and terminal servers.

Page 95: NICE 38933005 Nice Screen Installation Guide Rev A1

95 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Silent Installation

Silent Installation Tips

• A first-time installation will use the default directory path: C:\Program Files\Nice Agent.

• An upgrade will find and use the path of the original installation.

• Windows 2000, Windows XP, and Windows Vista require restarting the workstation after installation. This can be done using a deployment application script provided in this section. However, the restart will be apparent to the agent sitting at the workstation.

Installing NICE ScreenAgent Silently

The way in which the silent installation is implemented is determined by the registration method type (Unique Agent Username, Extension ID, or Agent ID) used at your site. This is because each registration method requires its own command line.

This section describes:

• Restarting Agent Workstations

• Silent Installation for the Unique Agent Username Registration Method

• Silent Installation for the Extension or Agent ID Registration Methods

Restarting Agent Workstations

A workstation running Microsoft Windows 2000, XP, or Vista must be restarted after installing NICE ScreenAgent.

To restart agent workstations:

• Type the following command line:

-NICE_SHUT

NOTE: Restart is not required after installing NICE ScreenAgent on a terminal server.

TIP: The way in which an agent is identified is called the Registration Method.

TIP: -NICE_SHUT can be added to the command line running the Silent Installation.

EXAMPLE:H:\ScreenAgent\Master\Disk1\Setup.exe -NICE_SHUT

Page 96: NICE 38933005 Nice Screen Installation Guide Rev A1

96 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Silent Installation

Silent Installation for the Unique Agent Username Registration Method

When you install NICE ScreenAgent by Silent Installation using the Unique Agent Username Registration Method, all necessary parameter values are read from the Master Setup Kit (agent.cfg file).

To perform the Silent Installation for the Unique Agent Username Registration Method:

1. Type the following command line:

Setup.exe

2. For Windows 2000, XP, or Vista, restart all agent workstations using this script:

-NICE_SHUT

Silent Installation for the Extension or Agent ID Registration Methods

The silent installation for the Extension ID or Agent ID Registration Method, can be performed by pointing to values saved in a file. Installing NICE ScreenAgent silently using this method requires creating a file which contains all the Extension IDs or Agent IDs and their corresponding switches.

To perform silent installation by pointing to values saved in a file:

1. Open a text file and type Extension IDs or Agent IDs and their corresponding switches as shown below:

[Association]

Computer1=Extension,SwitchId

...

ComputerN=Extension,SwitchId

-or-

[Association]

Computer1=AgentId,SwitchId

...

ComputerN=AgentId,SwitchId

Where ComputerN is the name of each workstation.

NOTE: Terminal Servers must use the Unique Agent Username Registration Method.

EXAMPLE:H:\ScreenAgent\Master\Disk1\Setup.exe

NOTE: The installation program searches for the required information in the sequence given below. If it is not found, the Extension/Agent ID window appears on all Agent workstations and the installation fails.

Page 97: NICE 38933005 Nice Screen Installation Guide Rev A1

97 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Silent Installation

2. Save the file as Ext.cfg in the same folder as the NICE ScreenAgent Setup.exe file.

3. Type the command line as follows:

Setup.exe

4. For Windows 2000, XP, or Vista, restart all agent workstations as follows:

-NICE_SHUT

NOTE: Extension IDs and Agent IDs must be saved in separate files.

NOTE: Make sure to include the complete path to your Master Setup Kit, for example, H:\ScreenAgent\Master\Disk1\Setup.exe

EXAMPLE:Assume that a contact center has three workstations, named WS_1, WS_2, and WS_3. Their extensions are 1201, 1207, and 1209 respectively. All use SwitchId 1.The Ext.cfg file will look like this:[Association]WS_1=E1201,S1WS_2=E1207,S1WS_3=E1209,S1

Page 98: NICE 38933005 Nice Screen Installation Guide Rev A1

98 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

Customizing NICE ScreenAgent Parameters in the Registry

To customize NICE ScreenAgent parameters in the registry:

1. Locate the appropriate registry path specified in Configuration Data Parameters on page 98, Switch Data Parameters on page 105, and NICE Interactions Center - CLS Server List Parameters on page 106, and edit the registry using regedit.

2. Save and close the registry.

3. To enable changes made to the registry, log off and then re-log in to the workstation.

NICE ScreenAgent Configuration Parameters

The NICE ScreenAgent configuration parameters are listed in the following tables:

• Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section on page 98

• Table 3-2: NICE ScreenAgent Parameters SWITCH DATA Section on page 105

• Table 3-3: NICE ScreenAgent Parameters - CLS List Section on page 106

Configuration Data Parameters

The following parameters are located under the registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen

WARNINGEditing values directly in the registry can cause your system to malfunction and should only be done by qualified personnel.

NOTE: Changing values directly in the registry will not change the values in your Master Setup Kit.

NOTE: The tables in this section list all possible parameters. Your actual files may vary depending upon site configuration.

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section

Parameter Description Value

AuthenticationKeySize Key size used for authentication. Possible values = 128, 192, 256Default value = 128

AuthenticationMACSize MAC (Machine Authentication Code) size used for authentication.

Minimum value = 0Maximum value = 20Default value = 8

Page 99: NICE 38933005 Nice Screen Installation Guide Rev A1

99 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

CacheSize Size of the internal cache in MBytes, that the capture layer uses to store graphical objects.Defining a larger cache size causes:

• Less activity of the capture layer

• Larger memory consumption

6 - Default1 - Minimum32 - Maximum

CaptureMethod The Hooking method captures GDI commands used by Windows. The scraper method scans each screen for changes and saves bitmaps.The installation program identifies the operating system and sets this parameter automatically.

• Windows 2000, Windows XP, Windows Vista - Hooking

• Terminal Server - Windows 2003-Scraper

1 - Hooking (default)2 - Scraper Direct Draw3 - GDI ScraperNote: For reduction to grayscale, the capture method is automatically set to 2 (Scraper Direct Draw).Note: When the Selective Application Recording feature is used, Scraper Direct Draw or GDI Scraper must be selected.

CompressionLevel The level of compression space that is performed on the captured data.Using a larger value causes:

• Decreased data rate

• Increased CPU impact

0 - No compression 1 - Fast compression2 - High compression (default)Note: for Terminal Servers, the default is 1.

ConnectionPortBase Communication port used by ScreenAgent for TCP/IP communication with the NiceScreen Logger.NOTE: Do not change this value!

In the non-Terminal Server environment, the port number is 2102. In the Terminal Server environment, the communication port is calculated as follows: 3020 + Session ID, where 3020 is the Terminal Server’s base port, and Session ID is the Session ID of the Terminal Server session.

CurrentVersion Version number of the ScreenAgent installed on the system.

Do not change this value!

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)

Parameter Description Value

Page 100: NICE 38933005 Nice Screen Installation Guide Rev A1

100 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

CacheSize Size of the internal cache in MBytes, that the capture layer uses to store graphical objects.Defining a larger cache size causes:

• Less activity of the capture layer

• Larger memory consumption

6 - Default1 - Minimum32 - Maximum

CaptureMethod The Hooking method captures GDI commands used by Windows. The scraper method scans each screen for changes and saves bitmaps.The installation program identifies the operating system and sets this parameter automatically.

• Windows 2000, Windows XP, Windows Vista - Hooking

• Terminal Server - Windows 2003-Scraper

1 - Hooking (default)2 - Scraper Direct Draw3 - GDI ScraperNote: For reduction to grayscale, the capture method is automatically set to 2 (Scraper Direct Draw).Note: When the Selective Application Recording feature is used, Scraper Direct Draw or GDI Scraper must be selected.

CompressionLevel The level of compression space that is performed on the captured data.Using a larger value causes:

• Decreased data rate

• Increased CPU impact

0 - No compression 1 - Fast compression2 - High compression (default)Note: for Terminal Servers, the default is 1.

ConnectionPortBase Communication port used by ScreenAgent for TCP/IP communication with the NiceScreen Logger.NOTE: Do not change this value!

In the non-Terminal Server environment, the port number is 2102. In the Terminal Server environment, the communication port is calculated as follows: 3020 + Session ID, where 3020 is the Terminal Server’s base port, and Session ID is the Session ID of the Terminal Server session.

CurrentVersion Version number of the ScreenAgent installed on the system.

Do not change this value!

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)

Parameter Description Value

Page 101: NICE 38933005 Nice Screen Installation Guide Rev A1

101 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

DebugLevel This parameter determines the severity of messages that will appear in the log file. Setting the parameter to a lower value results in more messages written to the log file and can reduce ScreenAgent performance.This parameter is effective only when EnableLogFile=1.

0 - Debug1 - Info (default)2 - Warning3 - Fatal4 - Bug

DebugPath The path that the ScreenAgent application uses to store the log file.This parameter is effective only when EnableLogFile=1.

Windows 2000, Windows XP, Windows 2003 Server - C:\Documents and Settings\All Users\Application Data\Nice\Screen Agent\COMMON_APPDATA Windows Vista - C:\ProgramData\Nice\Screen Agent\COMMON_APPDATA

DisableReporting Determines whether the ScreenAgent will send report information to the SAMS.

0-Send report to SAMS (default)1-Do not send report to SAMS

EnableAuthentication Controls whether authentication is performed on the captured media.

0 - Default valueNote: Do not change this value!

EnableEncryption Controls whether encryption is performed on the captured media.

1- Enable encryption0- Disable encryption

EnableGrayScaleReduction

Determines whether Reduction to Grayscale is enabled.

1- Enabled0 - Disabled

EnableLogFile Enables or disables event writing to the log file.

0 - Disabled1 - Enabled (default)

EnableOverloadControl The OverloadControl mechanism is used to prevent disconnection of a recording when the recording buffer is full. When the buffer is full, instead of stopping the recording, OverloadControl prevents insertion of captured data to the buffer. The insertion continues when the buffer is emptied. The range used for OverloadControl is determined by the OCStopThreshold and OCStartThreshold parameters.

0 - OverloadContol disabled (default)1 - OverloadControl enabled

EncryptionKeySize Controls the key size used for encryption.

Possible values = 128, 192, 256Default = 256

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)

Parameter Description Value

Page 102: NICE 38933005 Nice Screen Installation Guide Rev A1

102 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

IdentificationString Unique identifier in a branch site environment.Use when an agent’s IP address or Windows login name is not unique in the system.

String to describe site.Example: Site 1For more information see:Branch Site Support on page 60

KeepAliveInterval Interval between the KeepAlive messages that ScreenAgent sends to the NICE Interaction Center notifying that it is active.NOTE: The value of this parameter must not exceed the timeout interval in which the NICE Interaction Center removes an agent from its registration table (3 hours by default).

5 minutes - Default 1 minute - Minimum 720 minutes - Maximum

LogFileSize Size of each file (in MB) that is created by the ScreenAgent application to store debug messages.NOTE: This parameter is only effective when EnableLogFile=1.

1 MB - Minimum (default)See NumOfLogFiles below.Note: Ensure that C: drive has enough available space to store the defined log files.

MaxTimeBetweenKF The maximum time allowed between KeyFrame full screen captures.

Default = 600 seconds

MinTimeBetweenKF The minimum time allowed between KeyFrame full screen captures.

Default = 60 seconds

NumOfLogFiles Maximum number of log files used to store debug messages. When a log file reaches its maximum size, a new file is created. When X (where X is NumOfLogfiles) files are created, the ScreenAgent application rotates the files and overwrites the oldest file.Default configuration includes 5 files where each file is 1 MB.NOTE: This parameter is only effective when EnableLogFile=1.

5 - Default1 - Minimum99 - Maximum

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)

Parameter Description Value

Page 103: NICE 38933005 Nice Screen Installation Guide Rev A1

103 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

OCStartThreshold The higher limit of the OverloadControl mechanism. When this percentage of the buffer is full, insertion of data packets to the buffer is blocked.NOTE: This parameter is only effective if EnableOverloadControl=1.

99 - Default99 - Maximum51 - Minimum

OCStopThreshold The lower limit of the OverloadControl mechanism. When this percentage of the buffer is full, insertion of data packets to the buffer is resumed.NOTE: This parameter is only effective if EnableOverloadControl=1.

20 - Default50 - Maximum1 - Minimum

ProcessPriority Sets the priority for the entire ScreenAgent process.

0 - Below Normal1 - Normal (Default)2 - Above Normal

RecBuffSize Size of the record buffer in MBytes. This buffer is used for storing the screen data until it is sent to the Screen Logger.

• When a buffer is full, recording stops (unless OverloadControl is used).

• We recommend increasing the buffer for data rate intensive applications (high resolution, true color, massive graphics).

• Defining a large buffer consumes more memory.

4 - Default1 - Minimum15 - MaximumNOTE: For Terminal Servers, the default is 2.

ReportingSeverity Control the severity of the messages that will be reported to the SAMS.ScreenAgent will send reports from the selected priority and above.

0 - debug1 - info2 - warning3 - fatal (default)4 - bug

ScreenProtocol The internal protocol that the capture layer is using to capture graphic objects and send them to the NiceScreen Logger.NOTE: Do not change this value!

15 - Default

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)

Parameter Description Value

Page 104: NICE 38933005 Nice Screen Installation Guide Rev A1

104 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

ShareTechnique When configured to multi-monitor, all the virtual area is captured.When configured to single monitor, only the Master monitor is captured.

1 - Single monitor2 - Multi-monitor (default)4 - Selective App Recording

SRAddress Network address of the associated SAMS Server. This parameter must be defined in Master Setups.

IP Address or host name

ThreadPriority Sets the thread priority for the Scraper capture method.

0 - Below normal1 - Normal (default)2 - High

TimeBetweenRF Interval between repeatedly trying to send Keep Alive messages when the Keep Alive message failed to be sent.This parameter is only used when there was a failure in sending Keep Alive messages.

1 minute - Default (minimum)30 minutes - Maximum

UseNicId Selects the Network Interface Card to use in case there are multiple network cards installed.

0 - Default (First Network Interface Card)

WaitForActivate Amount of time (in seconds) between when the ScreenAgent application is activated and the time the capture layer connects to the display driver.

30 (seconds) - Default0 (seconds) - Minimum120 (seconds) - MaximumFor Terminal Servers, the default is 15.

The following five parameters exist only for NICE ScreenAgent installed on agent workstations (NOT for Terminal Servers):

EnableAnimation Overrides OS animation. 0 - disabled (default)1 - enabledShould be disabled if system performance is degraded.

EnableFullDrag Enables or disables full window content display while the window is dragged.

0 - disabled1 - enabled (default)Should be disabled if system performance is degraded.

EnableScreenSaver When disabled, overrides workstation ScreenSaver settings.

0 - disabled (default)1 - enabled

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)

Parameter Description Value

Page 105: NICE 38933005 Nice Screen Installation Guide Rev A1

105 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

Switch Data Parameters

The following parameters are located under the registry key

HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen\Extensions

EnableWallPaper When disabled, overrides workstation Desktop wallpaper settings.

0 - disabled (default)1 - enabled

GetLocalIPOnce Selects how the ScreenAgent searches for the workstation IP address.Disabled - ScreenAgent searches for the IP address periodically.Enabled - ScreenAgent searches for the IP address once during startup.

0 - disable (default)1 - enable

The following parameter is only for NICE ScreenAgent installed on a Terminal Server. It is present in the agent.cfg file but not in the Registry.

TerminalServerMode Applies to silent installations. 1 - Full Desktop2 - Published Application

The following parameter appears only in the Registry and only after installation. It is not present in the agent.cfg file.

InstallPath The installation path of the ScreenAgent application.NOTE: This path is set during installation and should not be changed manually.

C:\Program Files\Nice Agent (default)

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)

Parameter Description Value

Table 3-2: NICE ScreenAgent Parameters SWITCH DATA Section

Parameter Description Value

AgentID1...AgentID8

The Agent ID that identifies the agent sitting in a specific location. You can define up to 8 AgentIDs. A corresponding Switch must be defined for each AgentID.NOTE When you define AgentID, you cannot define telephone extension numbers.

None

Ext1...Ext8

The extension number of the telephone associated with this computer. You can define up to 8 extensions. A corresponding Switch must be defined for each Extension.NOTE When you define telephone extension numbers, you cannot define AgentID.

None

Page 106: NICE 38933005 Nice Screen Installation Guide Rev A1

106 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Customizing NICE ScreenAgent Parameters in the Registry

NICE Interactions Center - CLS Server List Parameters

The following parameters are located under the registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen\ClsList

Switch1...Switch 8

The SwitchID of the PABX switch to which the AgentID or telephone extension is connected.NOTE A corresponding SwitchID must be defined for each Agent ID or telephone extension.

None

Table 3-2: NICE ScreenAgent Parameters SWITCH DATA Section (Continued)

Parameter Description Value

Table 3-3: NICE ScreenAgent Parameters - CLS List Section

Parameter Description Value

ClsAddr1...ClsAddr5

Network address of the associated NICE Interactions Center. This parameter should have a value for all Master Setup Kits.NOTE The parameter must have a value for Silent Installations.

IP Address or host name

ClsId1...ClsId5

Internal value.

ClsPort1..

Port numbers of the NICE Interactions Centers (CLS servers).

2010 - Default when ScreenAgent initiates connection.

NumOfCls Number of NICE Interactions Centers (CLS servers) that the ScreenAgents at the site interface.

Page 107: NICE 38933005 Nice Screen Installation Guide Rev A1

107 Chapter 3: NICE ScreenAgent Installation

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Uninstalling NICE ScreenAgent

Uninstalling NICE ScreenAgentNICE ScreenAgent cannot be removed by the agent. Only authorized personnel with administrator access privileges can uninstall NICE ScreenAgent from a workstation.

NICE ScreenAgent can be removed in one of two ways:

• Running the NICE ScreenAgent Unistall batch program. This is a silent process.

• Using the Windows Add/Remove Programs window.

To uninstall NICE ScreenAgent using the NiceSceen Agent Uninstall program:

• Run the following file:

C:\Program Files\Nice Agent\UnInst.bat

The NICE ScreenAgent program and files are removed.

To uninstall NICE ScreenAgent using Windows Add\Remove Programs window:

1. Open the Windows Add\Remove Programs window.

2. Locate NICE ScreenAgent in the list of Currently Installed Programs and click Remove.

The NICE ScreenAgent program and files are removed.

IMPORTANTYou can uninstall NICE ScreenAgent silently by using the NICE ScreenAgent Uninstall program and your deployment application.

NOTE: When using the NICE ScreenAgent Uninstall program, the C:\Program Files\Nice Agent folder is not removed. If necessary, you can manually delete this folder.When using the Windows Add/Remove Programs window, the C:\Program Files\Nice Agent folder is deleted the next time you restart your computer.

Page 108: NICE 38933005 Nice Screen Installation Guide Rev A1

Blank page for double-sided printing.

Page 109: NICE 38933005 Nice Screen Installation Guide Rev A1

Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

109

4

Defining NiceScreen Components in NICE Perform

To enable NiceScreen to be fully integrated with NICE Perform, all NiceScreen components must be defined. This chapter describes how to define NiceScreen components in NICE Perform.

Contents

Defining NiceScreen in NICE Perform ........................................................................ 110

Defining NiceScreen in System Administrator .......................................................... 112Accessing System Administrator.............................................................................. 112Defining the NiceScreen Logger .............................................................................. 113Defining NICE ScreenAgents................................................................................... 117Creating a Channels Pool ........................................................................................123Creating a Sources Pool ..........................................................................................125Attaching the Channels to the Sources Pools..........................................................127

NOTE: Before you perform the procedures in this section, ensure that:• NICE Perform is installed at the site.

See Applications Suite Installation Guide.

• NICE Interactions Center (CLS) and a CTI interface (switch) are defined in the System Administrator.See System Administrator’s Guide.

Page 110: NICE 38933005 Nice Screen Installation Guide Rev A1

110 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in NICE Perform

Defining NiceScreen in NICE PerformThis section provides an overview of defining the NiceScreen components in NICE Perform.

To define NiceScreen in NICE Perform:

1. Make sure agents have been defined in Users Administrator.

For complete instructions on defining agents in Users Administrator, see the Users Administrator Guide.

If your site includes multiple secondary branches, ensure that the Agent identification for screen recording value is defined for each agent. See Branch Site Support on page 60.

IMPORTANT • The Agent identification for screen recording value represents the branch at which the

agent logs in. This ensures that each agent is uniquely identified, even when several agents have the same name.Ensure that:

• You define the correct branch for each agent’s Agent identification for screen recording value.

• Each Agent identification for screen recording value defined in Users Administrator is identical to the Identification String value defined in the Master Setup Kit (agent.cfg file).

• If your site does not have branches, the Agent identification for screen recording value must be left blank.

EXAMPLE:Two agents defined at this site are called Sally Brown. One agent called Sally Brown is located in Boston. The other agent called Sally Brown is located in Miami. The Agent identification for screen recording value for Sally Brown in Boston is defined as boston.The Agent identification for screen recording value for Sally Brown in Miami is defined as miami.Each Sally Brown will be uniquely identified in this NiceScreen branch site environment.

Sally Brown in Boston

Sally Brown in Miami

Page 111: NICE 38933005 Nice Screen Installation Guide Rev A1

111 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in NICE Perform

2. Define NiceScreen components in System Administrator.

Defining NiceScreen components in System Administrator involves the following steps:

a. Accessing System Administrator. See page 112.

b. Defining the NiceScreen Logger. See page 113.

c. Defining NICE ScreenAgents. See page 117.

d. Creating a Channels Pool. See page 123.

e. Creating a Sources Pool. See page 125.

f. Attaching the Channels to the Sources Pools. See page 127.

Page 112: NICE 38933005 Nice Screen Installation Guide Rev A1

112 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Defining NiceScreen in System AdministratorAccessing System Administrator

To access System Administrator:

1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System Administrator.Figure 4-1 System Administrator

To add or edit components in the System Administrator, you must work in Technician Mode.

2. From the Settings menu, select Technician Mode.Figure 4-2 Technician Mode

Page 113: NICE 38933005 Nice Screen Installation Guide Rev A1

113 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Defining the NiceScreen Logger

This section describes how to define a NiceScreen Logger in System Administrator.

To define a NiceScreen Logger:

1. Verify that you are working in Technician mode. See Accessing System Administrator on page 112.

2. In the Organization tree, select the Logger Servers branch.

3. From the Actions menu, choose New Screen Logger.Figure 4-3 Organization Tree

The Screen Logger Server License window appears.Figure 4-4 Screen Logger Server License Window

NOTE: After you complete defining NiceScreen Logger in System Administrator, if your site is configured for selective recording, you must define a recording schedule in Rules Manager. See Scheduler Rules on page 129. Or, for more comprehensive information about Rules Manager, see Rules Manager Guide.

Page 114: NICE 38933005 Nice Screen Installation Guide Rev A1

114 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

• If your license key is on a file, click From File. The Licenses window appears.

In the License Key list, locate and double-click your license key. The NiceScreen Logger Server License window reappears with the relevant serial number and license key. Click OK.

-or-

• If your license key is not on file, type the Serial Number and License Key for the NiceScreen Server and click OK.

The Define Screen Logger Server window appears.Figure 4-5 Define Screen Logger Server Window

4. Type the following information:

5. Click . The Screen Logger details appear.

Server Name Use a descriptive name. This name appears as the Logger name in the Organization tree and is used for identifying the Screen Logger elsewhere in the System Administrator.

Host Name/IP Address

Type the computer name or IP address of the Screen Logger.

Port The port on the switch to which the Screen Logger is connected. The default port is automatically displayed. If you know that this port is already in use, you can change the port.

Page 115: NICE 38933005 Nice Screen Installation Guide Rev A1

115 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Figure 4-6 Screen Logger Details

6. You can change the log report level to receive more detailed reports:

a. Click the Global tab. The Log Configuration appears.Figure 4-7 Log Configuration

b. From the Report Mode menu, select Normal Mode or Verbose Mode.

Report Mode controls logging severity. Verbose Mode will generate logs in greater detail.

7. Click Save .

8. Add the new Screen Logger to the NICE Interactions Center (CLS) definition:

a. In the Organization tree, expand CLS Definitions > CLS Servers and select a CLS server.

b. Click the Loggers tab. The newly defined NiceScreen Logger is listed under Available Loggers.

c. Select the Logger and click . Your NiceScreen Logger is now listed as an Attached Logger.

d. Click Save .

9. Add the new Screen Logger to the NMS monitored list:

a. In the Organization tree, expand Network Management System and select an NMS. Click the Monitored Server tab.

Page 116: NICE 38933005 Nice Screen Installation Guide Rev A1

116 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Figure 4-8 Monitored Servers Tab

b. Select the Associated Resource running NiceScreen Logger, select Monitor Server and

click Save .

10. Proceed to Confirming the Channels Definition List on page 116.

Confirming the Channels Definition List

Channel definitions for NiceScreen Loggers have default settings and cannot be edited. All NiceScreen Logger input channels are defined as follows:

Recording Type = ScreenSummation Support = No

To ensure that your NiceScreen Logger is configured correctly, you must confirm that the NiceScreen Logger appears in the Channels Definition list.

To confirm that the NiceScreen Logger appears in the Channels Definition list:

1. Verify that you completed Defining the NiceScreen Logger on page 113.

2. In the Organization tree, expand your Master Site and navigate to CLS Definitions > Channel Mapping > 1. Channels Definitions.

The Loggers that are attached to one CLS only are listed. Channels that are configured as input channels in the Channels tab of the Logger definition are displayed and can be mapped.

3. Verify that the newly defined NiceScreen Logger appears in the list of Loggers.

4. Select and expand the Logger’s definition and click Save .

5. Proceed to Defining NICE ScreenAgents on page 117.

Page 117: NICE 38933005 Nice Screen Installation Guide Rev A1

117 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Defining NICE ScreenAgents

NICE ScreenAgents can be defined individually or a group of NICE ScreenAgents.

This section describes:

• Defining One NICE ScreenAgent

• Defining a Group of NICE ScreenAgents

Defining One NICE ScreenAgent

To define one NICE ScreenAgent:

1. Verify that you are working in Technician mode. See Accessing System Administrator on page 112.

2. In the Organization tree, select CLS Definitions > Channel Mapping > 2. Sources Definition.

3. Select a switch and click Add New Source .

The Source Type window appears.Figure 4-9 Source Type Window

4. From the Source Type menu, select IP - ScreenAgent.

5. Click OK.

The Source Details window appears.Figure 4-10 Source Details Window

Page 118: NICE 38933005 Nice Screen Installation Guide Rev A1

118 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

6. Define the following:

Name: Enter a name for the NICE ScreenAgent.

IP: Enter the IP address of the workstation running NICE ScreenAgent.

Port: Enter 2102

Agent Identification (branch site configuration only): Type a value that represents the branch at which this NICE ScreenAgent is installed.

7. Click OK.

8. The NICE ScreenAgent you defined appears in Sources Definition list.Figure 4-11 Sources Definition List

9. Click Save.

Defining a Group of NICE ScreenAgents

To define NICE ScreenAgents:

1. Verify that you are working in Technician mode. See Accessing System Administrator on page 112.

2. In the Organization tree, select CLS Definitions > Channel Mapping > 2. Sources Definition.

3. Select a switch and click Add Sources by Wizard .

The Create Sources Wizard starts.

NOTE: The Agent Identification value must be identical to the Agent identification for screen recording value defined in Users Administrator, and the Identification String value defined in the Master Setup Kit in NICE ScreenAgent (the agent.cfg file).

Page 119: NICE 38933005 Nice Screen Installation Guide Rev A1

119 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Figure 4-12 Create Sources Wizard - Introduction Window

4. Click Next.Figure 4-13 Create Sources Wizard - Source Type Selection Window

5. Select IP address and click Next.

The IP Addresses window appears.

Page 120: NICE 38933005 Nice Screen Installation Guide Rev A1

120 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Figure 4-14 Create Sources Wizard - IP Addresses (Example)

6. Type the following:

• First IP - Type the first IP address of the series of NICE ScreenAgents at your site.

• First Port - Type 2102.

• Agent Identification (branch site configuration only) - Type a value that represents the branch at which these NICE ScreenAgents are installed.

7. Click Next.

The Amount of IP Addresses Ports window appears.

EXAMPLE: Your agent workstation IP addresses are defined in a sequential series between 172.21.17.105 and 172.21.17.154. You define the First IP field as shown above.

NOTE: • In the terminal server environment, define the First Port value as 3020.

• The Agent Identification value must be identical to the Agent identification for screen recording value defined in Users Administrator, and the Identification String value defined in the Master Setup Kit in NICE ScreenAgent (the agent.cfg file).

Page 121: NICE 38933005 Nice Screen Installation Guide Rev A1

121 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Figure 4-15 Amount of IP Addresses Ports Window (Example)

8. Type the following:

• Number of sources - Type the number of NICE ScreenAgents you need to define.

• Ports Amount - Type the number of ports used by the NICE ScreenAgents.

9. Click Next. The Summary window appears.

NOTE: • If you are defining NICE ScreenAgents for the terminal server environment, define

these values as shown here:

• Number of sources - Type 1.

• Ports Amount - Type the number of NICE ScreenAgents installed at the site.

• If you are defining one source only (one NICE ScreenAgent), use the Add new

source option. .

Page 122: NICE 38933005 Nice Screen Installation Guide Rev A1

122 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Figure 4-16 Summary Window (Example)

10. Click Finish.

11. Click Save .

12. Proceed to Creating a Channels Pool on page 123.

EXAMPLE: First IP: 172.20.0.2 First Port: 2102Agent Identification: miamiIP address 172.20.0.2 is associated with the secondary branch site miami.Number of Sources: 10Ports Amount: 1

Sources definition areaIP address associatedwith an Identification String

Page 123: NICE 38933005 Nice Screen Installation Guide Rev A1

123 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Creating a Channels Pool

To create a channels pool:

1. Verify that you are working in Technician mode. See Accessing System Administrator on page 112.

2. In the Organization tree, select CLS Definitions > Channel Mapping > 4. Dynamic Mapping. Select the Channels Pool tab.

3. Select the CLS Server to which the NiceScreen Logger is attached and click Add new pool

of channels .

The Pool Name window appears.

Figure 4-17 Pool Name Window

4. Enter a name for the Channels Pool and click .

5. Expand the CLS Server branch and select the new Channels Pool.Figure 4-18 CLS Server - Channels Pool Tab

6. In the Channels area, click Add channels to pool .

The Add Channels to Pool window appears.

NOTE: The NiceScreen Logger must be previously attached to the CLS Server. You attach a Logger to a CLS server on the Loggers tab of the CLS definition.

Page 124: NICE 38933005 Nice Screen Installation Guide Rev A1

124 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Figure 4-19 Add to Channels Pool Window

7. Select a Logger ID and click . All of the NiceScreen Logger’s channels appear in the Channels area. Figure 4-20 Channels Pool - NiceScreen Logger Channels

8. Click Save .

9. Proceed to Creating a Sources Pool on page 125.

Page 125: NICE 38933005 Nice Screen Installation Guide Rev A1

125 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Creating a Sources Pool

To create a Sources Pool:

1. Verify that you are working in Technician mode. See Accessing System Administrator on page 112.

2. In the Organization tree, select CLS Definitions > Channel Mapping > 4. Dynamic Mapping. Click the Sources Pools tab.Figure 4-21 Dynamic Mapping - Sources Pools Tab

3. Select the CLS Server to which the NiceScreen Logger is associated.

4. Click Add new pool of sources .

The Pool Name window appears.Figure 4-22 Pool Name Window

5. Enter a name for the Sources Pool and click .

6. Expand the CLS Server branch and select the new Sources Pool.Figure 4-23 CLS Server - Sources Pool

Page 126: NICE 38933005 Nice Screen Installation Guide Rev A1

126 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

7. In the Sources area, click Add sources to the pool . The Add Sources to Pool window appears.Figure 4-24 Add Sources to Pool Window

8. From the Physical Switch ID drop-down menu, select a switch ID. Then select all the IP addresses that correspond to the NICE ScreenAgents you need to include in the pool.

9. Click . Then click Save .

10. Proceed to Attaching the Channels to the Sources Pools on page 127.

IMPORTANT The pool must include all IP addresses of all the agents whose screens need to be recorded.

Page 127: NICE 38933005 Nice Screen Installation Guide Rev A1

127 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

Attaching the Channels to the Sources Pools

In this procedure, you attach the channels pool you created in Creating a Channels Pool on page 123 with the sources pool you created in Creating a Sources Pool on page 125. Attaching the two pools ensures that your NiceScreen Logger will capture and record all your agent’s screens.

To attach a Channels Pool and a Sources Pool:

1. Verify that you are working in Technician mode. See Accessing System Administrator on page 112.

2. In the Organization tree, select CLS Definitions > Channel Mapping > 4. Dynamic Mapping. Click the Attach/Detach tab.

3. Select the CLS ID on which the pools are defined. The pools appear in the lists of Unmapped Pools. Figure 4-25 Attach/Detach Tab

4. Select an Unmapped Pool of Channels and a corresponding Unmapped Pool of Sources.

5. Click Attach. The Channels/Sources Pool combination appears in the list of Attached Pools.Figure 4-26 Attached Pools of Channels and Pools of Sources

Page 128: NICE 38933005 Nice Screen Installation Guide Rev A1

128 Chapter 4: Defining NiceScreen Components in NICE Perform

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining NiceScreen in System Administrator

To view the details of both pools, select the Channels/Sources Pool combination and click Details. The Pools Details window appears. Click the Channels or Sources tab to view details.

6. Click Save .

The Mapping Details window appears.Figure 4-27 Mapping Details Window

7. Close the Mapping Details window.

8. Select CLS Definitions > Channel Mapping and click .Figure 4-28 Update Configuration

Page 129: NICE 38933005 Nice Screen Installation Guide Rev A1

Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

129

5

Scheduler Rules

Scheduler rules are used to initiate the recording of interactions. You can set up one or many recording schedules for your site. Different recording schedules can operate simultaneously.

Negative recording schedules are schedules that exclude interactions from being recorded. They take precedence over recording schedules that might otherwise record the same interactions. For example, if all outbound calls are recorded and you want to exclude those of a specific agent, create a negative recording schedule for that agent.

Recording schedules can also be made to randomly record an equal number of interactions per agent. This helps to ensure that all agents are objectively appraised.

Contents

Scheduler Overview .....................................................................................................130

Quality by Interaction Recording Plans......................................................................132

Quality by Time Interval Recording Plans..................................................................138

Selective Recording Plans...........................................................................................142

Negative Recording Plans ...........................................................................................150

Defining a Recording Period: Recurrence .................................................................156

Locating Interactions According to Recording Schedules ......................................159

Scheduling How To’s....................................................................................................160

EXAMPLE: Create a Scheduler rule to record the voice portion only of all interactions on line 4444 that occurred on Sunday for the New Accounts group.

IMPORTANT• Rules that are deleted cannot be reactivated, edited, or viewed.

Page 130: NICE 38933005 Nice Screen Installation Guide Rev A1

130 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Scheduler Overview

Scheduler Overview

Scheduler rules are used to initiate the recording of interactions. You can set up recording schedules according to any information that is available before the interaction begins, such as, direction (incoming, outgoing, or internal), the number dialed to reach the contact center, the time of the interaction, and more.

Interactions recorded as a result of a Quality recording plan are tagged as QM for evaluation.

Each recording schedule can be set up to select interactions for recording according to the following criteria:

• Interactions handled by all or by specific agents or groups. (Filter criteria)

• The direction of the interaction or how it entered the contact center. (Filter criteria)

• Time scope and weekly schedule during which the interactions occur. (Recurrence and Sampling criteria)

• The number or percentage of interactions to be recorded during the scheduled times. (Sampling criteria)

EXAMPLE: Create a recording schedule to record all incoming interactions handled by the New Accounts group from a specific contact center number on Saturdays and Sundays.As an interaction is recorded, a tag is added to the interaction record identifying which recording schedule(s) initiated the recording. Using NICE Perform applications, you can search for interactions according to the schedule(s) that initiated their recording.

The types of recording plans you can create depends on you site configuration. Sites are configured either for Quality or for Selective recording.

Quality recording plans record interactions according to the schedules and criteria you define. These recordings are marked as QM for evaluation.

Selective recording plans record interactions that match the filter criteria that you define.

Additionally, Negative recording plans allow you to exclude interactions that would otherwise be recorded by a different recording plan. Negative recording plans take precedence over other recording plans.

A Total Recording environment is a different type of environment where all interactions are recorded. In this environment, use Scheduler rules to:

IMPORTANTAll recording schedules run according to the local time where they were defined.

EXAMPLE: The clock at location A, where you are creating a schedule, is defined as GMT 0. You define a schedule to run from 9:00 - 10:00 a.m. The schedule is running at location B, whose time is GMT +1. At location B, recording will be between 10:00 - 11:00 a.m. (this is actually 9:00 - 10:00 a.m. at the location where it was defined).

Page 131: NICE 38933005 Nice Screen Installation Guide Rev A1

131 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Scheduler Overview

• Select interactions for evaluation in the Business Analyzer; Interactions recorded using a Quality recording plan are marked as QM for evaluation.

• Exclude selected interactions; Create a Negative schedule. For example, exclude all inbound interactions before 7 a.m.

Choosing a Recording Plan

The recording plans that can be created using the Scheduler rules are as follows (Available options vary according to your site specifications):

Recording Plan When to use it Continue with...

Quality by Interaction

Starts and stops recording according to start/stop CTI call activity. Entire interactions are recorded. Interactions are marked as QM.

EXAMPLE: Record all interactions to and from the New Accounts group.

Quality by Interaction Recording Plans on page 132

Quality by Time Interval

Records according to a segment of time. This may include an entire interaction or only a part of one. Interactions are marked as QM.

EXAMPLE: Record all screen activity between 12:00 p.m. and 1:00 p.m.

Quality by Time Interval Recording Plans on page 138

Selective Records according to filter criteria. Interactions are not marked as QM.

EXAMPLE: Record all interactions between 5:00 p.m. and midnight.

Selective Recording Plans on page 142

Negative Excludes interactions that would otherwise be recorded by another schedule, or due to a Total Recording environment.

EXAMPLE: Do not record the CEO’s telephone between 12:00 p.m. and 1:00 p.m.

Negative Recording Plans on page 150

Page 132: NICE 38933005 Nice Screen Installation Guide Rev A1

132 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Interaction Recording Plans

Quality by Interaction Recording PlansUse a Quality by Interaction recording plan to record selected interactions. Contact centers use Quality by Interaction recording plans to select interactions for evaluation.

Features of this recording plan are:

• Recording starts and stops according to start/stop CTI call activity.

• Entire interactions are recorded.

• Interactions are marked as QM.

To create a Quality by Interaction recording plan, you will need to complete the following sections:

(For the complete procedure, see Creating a Quality by Interaction Recording Plan on page 134.)

• General - Rule name, description, and starting and ending dates for when the rule records (the rule’s lifetime).

• Recurrence - How often the number of interactions specified in Sampling are recorded (daily, weekly, or monthly). This is a required parameter.

• Recording Parameters - Media types to record (voice, screen, or both). Also, for complete interactions, whether to record all the segments, or only those that match the filter criteria.

• Filter - Which interactions to select for recording according to the following parameters: Interaction direction and duration; Agents and/or groups; Specific phone numbers. At least one agent or group is required. Filters for direction are described in Filters for Quality by Interaction Recording Plans on page 133. You can only select agents/groups/fields for which you have query privileges.

• Sampling - How many interactions are recorded during each Recurrence period. Also, whether to consider the recurrence period as one cycle or many timeframes. This field contains a default value - 10 interactions per agent for each timeframe.

EXAMPLE: Record all interactions to and from the New Accounts group.

NOTE: In Recurrence, you define the total time period during which recording takes place. In Sampling, you define how to break up this time period; as one cycle or many timeframes. For details and examples, see Defining a Recording Period: Recurrence on page 156.

Page 133: NICE 38933005 Nice Screen Installation Guide Rev A1

133 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Interaction Recording Plans

Filters for Quality by Interaction Recording Plans

There are several predefined data fields you can use as filter criteria when defining a Quality by Interaction recording plan (QM). In addition to the predefined fields, you can also select from user defined business data fields that are mapped via the CLS branch in the System Administrator. The predefined data fields are:

Dialed In

The contact center’s number that was dialed by the caller (DNIS). A contact center can have more than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and 18001234555.

Phone Number

The caller’s phone number (ANI). This field is available only from specific switches.

VDN

The internal path (direction) by which the interaction is routed after it enters the contact center. This field is available only from specific switches. Use this to filter incoming interactions.

Segment Switch ID

The switch ID associated with the segments.

Participant Department

The agent’s department as defined on the (CTI) switch.

Trunk Label

Switch information that identifies the trunk through which the call was routed.

Participant CTI Agent Name

The agent name as defined on the (CTI) switch.

Segment Type ID

Internal type ID of the segment. Possible values:

0 = Unknown 8 = Chat

1 = Clip Recording 16 = Web

2 = CTI 32 = Block

3 = TRS 64 = Vox

4 = Email 128 = Screen

Page 134: NICE 38933005 Nice Screen Installation Guide Rev A1

134 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Interaction Recording Plans

Device Type ID

Internal ID of a participant device type. Possible values:

Creating a Quality by Interaction Recording Plan

For an overview of Quality by Interaction recording plans, see Quality by Interaction Recording Plans on page 132.

The Rules Manager application can be accessed via the NICE Perform applications suite.

To create a Quality by Interaction recording plan:

1. Open the NICE Perform applications suite.

2. From the Accessories menu, select Rules Manager. The Rules Manager application opens.

3. From the sidebar, click Scheduler. The Scheduler tab appears with a list of Scheduler rules (if any were already defined). You can now edit an existing rule or define a new Scheduler rule.

The Scheduler Rules appear.Figure 5-1 Scheduler Rules

4. In the Scheduler rules, click New. The Template window appears.

0 = Unknown 3 = Microphone

1 = Handset 4 = Reinjection

2 = Speaker

New

Page 135: NICE 38933005 Nice Screen Installation Guide Rev A1

135 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Interaction Recording Plans

Figure 5-2 Template Window

5. Select Quality Recording Plan and Interaction, then click OK. The rule details for a QM Recording Plan by Interaction appears. Figure 5-3 Rule Details for a QM Recording Plan by Interaction

6. In the General area, complete the information as described below:

a. Enter the Rule Name and a brief Description.

b. Select Rule Lifetime starting and ending dates for the rule.

c. Select the Active Rule checkbox only when you are ready for the rule to run. At this time, the rule will be validated (permissible filters, etc.).

7. In the Recurrence area, define a recording period (this is a required field). Click Edit.

For instructions, see Defining a Recording Period: Recurrence on page 156.

IMPORTANTA rule must both be within its Lifetime and Active to run.

Page 136: NICE 38933005 Nice Screen Installation Guide Rev A1

136 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Interaction Recording Plans

8. In the Recording Parameters area, define the type of media to record. Click Edit.

The Recording Parameters window appears.Figure 5-4 Recording Parameters Window

a. Select the type of media to be recorded: Voice, Screen, or both.

b. Select Complete interactions recording options as follows:

Record all segments following a matched segment - Starts recording as soon as the filter criteria are met and continues recording all parts of the interaction.

Record segments that match filter - Records only the segment of the interaction that meets the filter criteria.

c. Click OK to close the Recording Parameter window.

9. In the Filter area, define a filter to select interactions for recording. Click Edit.

Only those fields for which you have query privileges appear.

For a description of filter options, see Filters for Quality by Interaction Recording Plans on page 133.

TIP: For Screen recordings, you can specify Screen wrap-up. This causes the screen recording to continue past the end of the interaction. This extra time period often shows the agent processing the information received from the caller during the interaction, after the interaction with the caller was terminated. If the agent receives another interaction during this time, the screen activity in the wrap-up time is stopped.

EXAMPLE: The filter criteria are set to record only Agent Tom’s calls. You select Record all segments following a matched segment. Agent Tom receives a call and transfers the call to Agent Sue. Both segments of the call are recorded. (Agent Tom’s segment and Agent Sue’s segment.)The same call is received by Agent Tom and transferred to Agent Sue. This time, you select Record Segments that match filter. Only Agent Tom’s segment is recorded.

Page 137: NICE 38933005 Nice Screen Installation Guide Rev A1

137 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Interaction Recording Plans

For instructions on how to use the filter, see Filtering Interactions: Selecting Interactions for Rules on page 112.

10. In the Sampling area, define how many interactions, for each agent defined in the filter, are recorded during each recording period. Click Edit.

The Sampling window appears.Figure 5-5 Sampling Window

a. Select a Sampling Method. For descriptions, see Cycle vs. Timeframe on page 156. Percentage is a random selection of interactions for the period defined in Recurrence.

b. Define Sampling Details. Indicate the number of interactions to be recorded per timeframe, cycle, or according to percentage.

c. To record consecutive interactions, select Record consecutively. (This option is not available for percentage sampling.)

d. In the Target area, select Agent.

e. Click OK to close the Sampling window.

11. Click Save and then click Close.

NOTE: The filter must include at least one agent or group.

EXAMPLE: You want to record 5 interactions during each timeframe. It is not important when the first interaction occurs, however you want to record the 4 interactions that occur immediately following it. This allows you to determine the agent’s immediate actions after an interaction. Select Randomly per timeframe, enter Record 5 Interactions, and select Record consecutively.

Page 138: NICE 38933005 Nice Screen Installation Guide Rev A1

138 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Time Interval Recording Plans

Quality by Time Interval Recording PlansUse a Quality by Time Intervals recording plan to record according to a segment of time instead of by start/stop CTI call activity.

Features of this recording plan are:

• Recording according to a segment of time.

• Entire recorded segment is treated as an interaction.

• Interactions are marked as QM.

To create a Quality by Time Interval recording plan, you will need to complete the following sections:

(The complete procedure appears in the next section, Creating a Quality by Time Interval Recording Plan on page 139.)

• General - Rule name, description, and starting and ending dates for when the rule records (the rule’s lifetime).

• Recurrence - How often the number of intervals specified in Sampling are recorded (daily, weekly, or monthly). This is a required parameter.

• Recording Parameters - Media types to record (voice, screen, or both).

• Filter - Which interactions to select for recording according to agents and/or groups. At least one agent or group is required. You can only select agents/groups/fields for which you have query privileges.

• Sampling - The length of each interval and how many intervals are recorded during each Recurrence period. Also, whether to consider the recurrence period as one cycle or many timeframes. This field contains a default value - 10 interactions per agent for each timeframe.

EXAMPLE: Record all screen activity between 6:00 a.m. and 8:00 a.m.

NOTE: In Recurrence, you define the total time period during which recording takes place. In Sampling, you define how to break up this time period; as one cycle or many timeframes. For details and examples, see Defining a Recording Period: Recurrence on page 156.

Page 139: NICE 38933005 Nice Screen Installation Guide Rev A1

139 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Time Interval Recording Plans

Creating a Quality by Time Interval Recording Plan

For an overview of Quality by Time Interval recording plans, see Quality by Time Interval Recording Plans on page 138.

To create a Quality by Time Interval recording plan:

1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler.

The Scheduler Rules appear.Figure 5-6 Scheduler Rules

2. In the Scheduler rules, click New. The Template window appears.Figure 5-7 Template Window

3. Select Quality Recording Plan and Time Interval. Then click OK.

The rule details for a QM Recording Plan by Time Interval appear.

New

Page 140: NICE 38933005 Nice Screen Installation Guide Rev A1

140 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Time Interval Recording Plans

Figure 5-8 Rule Details for a QM Recording Plan by Time Interval

4. In the General area,

a. Enter the Rule Name and a brief Description.

b. Select Rule Lifetime starting and ending dates for the rule.

c. Select the Active Rule checkbox only when you are ready for the rule to run. At this time, the rule will be validated (permissible filters, etc.).

5. In the Recurrence area, define a recording period (this is a required field). Click Edit.

For instructions, see Defining a Recording Period: Recurrence on page 156.

6. In the Recording Parameters area, define the type of media to record. Click Edit.

The Recording Parameters window appears. Figure 5-9 Recording Parameters Window

a. Select the type of media to be recorded: Voice, Screen, or both.

b. Click OK to close the Recording Parameters window.

7. In the Filter area, define a filter to select interactions for recording. Click Edit.

NOTE: A rule must both be within its Lifetime and Active to run.

Page 141: NICE 38933005 Nice Screen Installation Guide Rev A1

141 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Quality by Time Interval Recording Plans

Only those fields for which you have query privileges appear.

For instructions on how to use the filter, see Filtering Interactions: Selecting Interactions for Rules on page 112.

8. In the Sampling area, define how many intervals are recorded during each recording period. Click Edit.

The Sampling window appears.Figure 5-10 Sampling Window

a. Select a Sampling Method. For descriptions, see Cycle vs. Timeframe on page 156. (Activity Time is the complete Lifetime of the rule as defined in the General area. See Step 4.)

b. Define Sampling Details. Indicate the length and number of intervals to be recorded per period.

c. Click OK to close the Sampling window.

9. Click Save and then click Close.

NOTE: Quality by Time Interval recording plans can only be filtered according to agents or groups. The filter must include at least one agent or group.

EXAMPLE: Recording 10 intervals of 5 minutes each will result in a total of 50 minutes recorded per agent. The time periods selected to start recording are dispersed throughout the predefined recording period (timeframe, cycle, or activity time).

Page 142: NICE 38933005 Nice Screen Installation Guide Rev A1

142 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

Selective Recording PlansUse a Selective recording plan to record selective recordings in a non-QM environment.

Features of this recording plan are:

• Recording starts and stops according to start/stop CTI call activity.

• Entire interactions are recorded.

• Only voice activity is recorded.

• Interactions are not marked as QM.

To create a Selective recording plan, you will need to complete the following sections: (The complete procedure appears in the next section, Creating a Selective Recording Plan on page 144.)

• General - Rule name, description, and starting and ending dates for when the rule records (the rule’s lifetime).

• Recurrence - How often the number of interactions specified in Sampling are recorded (daily, weekly or monthly). This is a required parameter.

• Filter - Which interactions to select for recording according to the following parameters: Interaction direction, or selected phone numbers (contact center or customer); Agents and/or groups. At least one agent or group is required. For a description of filter options, Filters for Selective/Negative Recording Plans on page 143. You can only select agents/groups/fields for which you have query privileges.

• Sampling - Whether to record all interactions or just a percentage of the interactions during each Recurrence period. This field contains a default value - 10 interactions per agent for each timeframe.

Continue with Creating a Selective Recording Plan on page 144.

EXAMPLE: Record all interactions between 5:00 p.m. and midnight.

NOTE: Recording Parameters are not defined. Selective Recording records only voice recordings.

Page 143: NICE 38933005 Nice Screen Installation Guide Rev A1

143 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

Filters for Selective/Negative Recording Plans

There are several predefined data fields you can use as filter criteria when defining a Selective or a Negative recording plan. In addition to the predefined fields, you can also select from user defined business data fields that are mapped via the CLS branch in the System Administrator. The predefined data fields are:

Dialed In

The contact center’s number that was dialed by the caller (DNIS). A contact center can have more than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and 18001234555.

Phone Number

The caller’s phone number (ANI). This field is available only from specific switches.

Participant Department

The agent’s department as defined on the (CTI) switch.

Trunk Label

(CTI) switch information that identifies the trunk through which the call data was channeled.

Participant CTI Agent Name

The agent name as defined on the (CTI) switch.

VDN

The internal path (direction) by which the interaction is routed after it enters the contact center. This field is available only from specific switches. Use this to filter incoming interactions.

Segment Switch ID

The switch ID associated with the segments.

Segment Type ID

Internal type ID of the segment. Possible values:

0 = Unknown 8 = Chat1 = Clip Recording 16 = Web2 = CTI 32 = Block3 = TRS 64 = Vox4 = Email 128 = Screen

Page 144: NICE 38933005 Nice Screen Installation Guide Rev A1

144 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

Device Type ID

Internal ID of a participant device type. Possible values:

Creating a Selective Recording Plan

For an overview of Selective recording plans, see Selective Recording Plans on page 142.

To create a Selective recording plan:

1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler.

The Scheduler Rules appear.Figure 5-11 Scheduler Rules

2. In the Scheduler rules, click New. The Template window appears.Figure 5-12 Template Window

0 = Unknown 3 = Microphone1 = Handset 4 = Reinjection2 = Speaker

New

Page 145: NICE 38933005 Nice Screen Installation Guide Rev A1

145 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

3. Select Selective Recording Plan and click OK. The rule details for a Selective Recording Plan appear.Figure 5-13 Rule Details for a Selective Recording Plan

Selective recording plans are Voice only. Recording Parameters cannot be edited.

4. In the General area,

a. Enter the Rule Name and a brief Description.

b. Select Rule Lifetime starting and ending dates for the rule.

c. Select the Active Rule checkbox only when you are ready for the rule to run. At this time, the rule will be validated (permissible filters, etc.).

5. In the Recurrence area, define a recording period (this is a required field). Click Edit.

For instructions, see Defining a Recording Period: Recurrence on page 156.

6. In the Filter area, define a filter to select interactions for recording. Click Edit.

The recording Filter window appears.

NOTE: A rule must both be within its Lifetime and Active to run.

Page 146: NICE 38933005 Nice Screen Installation Guide Rev A1

146 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

Figure 5-14 Filter Window

Only those field for which you have query privileges appear.

a. Click General, and in the Call Direction area, select the direction of the interactions as follows:

Inbound - Customer to Agent.

Outbound - Agent to Customer.

Internal - Agent to Agent.

b. Click Agents.

The criteria for selecting agents’ interactions becomes available.

Page 147: NICE 38933005 Nice Screen Installation Guide Rev A1

147 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

Figure 5-15 Criteria for Selecting Agents’ Interactions

c. To select all agents and groups, click All.

d. To select specific groups or agents, click Specific Groups\Agents.

The agent resource information becomes available.

• Expand the Resource Tree and select a branch. The groups/agents directly under that branch appear in the Available Items list box.

• Select groups or agents. You can enter the first letters of a user name in the text box above the list box to quickly jump to the appropriate user name.

• Move the agents/groups to the Selected Items list box and click OK.

e. To build expression filters, click the Expressions tab. The expressions filter criteria appear in the Filter window.

Page 148: NICE 38933005 Nice Screen Installation Guide Rev A1

148 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

Figure 5-16 Expressions Filter Criteria

• Select a Field from the drop-down list. For a description of filter options, see the table Operators - Values Description on page 148.

• Select an Operator from the drop-down list. The available Operators change depending on the selected Field.

• Select a Value. See Operators - Values Description on page 148 for a description of the Operators and Values.

• Click . The new expression appears in the Expressions field.

• Click OK.

TIP: • To clear the fields currently being defined (not the expressions already defined),

click Clear Expressions.

• To delete an expression, select the expression and click Delete.

• To update an expression, select the expression, modify its fields and click Update.

NOTE: Filters that were defined in the General and Agents tabs will also appear in the Expressions tab after the filter is saved.

Operators - Values Description

Select an Operator: Then, do the following: Example

= In the Value field, enter a value. Complete interactions whose total hold count are 0

<> In the Value field, enter a value. Interactions whose total hold count are not 0

> In the Value field, enter a value. Interactions whose total hold count are greater than 10

Expressions field

Editing fields

Page 149: NICE 38933005 Nice Screen Installation Guide Rev A1

149 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Selective Recording Plans

f. Click OK to close the Filter window.

7. In the Sampling area, define how many interactions are recorded during each recording period. Click Edit.

The Sampling window appears.Figure 5-17 Sampling Window

• Select a Sampling Method and click OK.

8. Click Save and then click Close .

< In the Value field, enter a value. Interactions whose total hold count are less than 10

Values List In the Value field, enter several values - use commas to separate each value.

Interactions whose total hold count are 1 or 2 or 3

Predefined List Items

From the List Items area, select a predefined list.

Note: Items that appear in this list are defined in the Lists Editor

Operators - Values Description

Select an Operator: Then, do the following: Example

Page 150: NICE 38933005 Nice Screen Installation Guide Rev A1

150 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Negative Recording Plans

Negative Recording PlansUse a Negative recording plan to exclude recordings.

Features of this recording plan are:

• Interactions are identified according to start/stop CTI call activity.

• Entire interactions are excluded.

To create a Negative recording plan, you will need to complete the following sections: (The complete procedure appears in the next section, Creating a Negative Recording Plan on page 150.)

• General - Rule name, description, and starting and ending dates for when the rule runs (the rule’s lifetime).

• Recurrence - Which days and times the rule should run, within the rule’s lifetime. Select a daily or weekly schedule. This is a required parameter.

• Filter - Which interactions to exclude from recording according to the following parameters: Interaction direction, or selected phone numbers (contact center or customer); Agents and/or groups. At least one agent or group is required. For a description of filter options, see Filters for Selective/Negative Recording Plans on page 143.

Continue with Creating a Negative Recording Plan on page 150.

Creating a Negative Recording Plan

For an overview of Negative recording plans, see Negative Recording Plans on page 150.

To create a negative recording plan:

1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler.

The Scheduler Rules appear.

EXAMPLE: You have a selective recording plan that records all incoming calls. You do not want to include the extension in the employee lounge. Create a negative recording plan to exclude all calls to that extension.

NOTE: Sampling and Recording Parameters are not relevant for Negative recording plans.

Page 151: NICE 38933005 Nice Screen Installation Guide Rev A1

151 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Negative Recording Plans

Figure 5-18 Scheduler Rules

2. In the Scheduler rules, click New. The Template window appears.Figure 5-19 Template Window

3. Select Negative Recording Plan and click OK. The rule details for a Negative Recording Plan appear.Figure 5-20 Rule Details for a Negative Recording Plan

New

Page 152: NICE 38933005 Nice Screen Installation Guide Rev A1

152 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Negative Recording Plans

4. In the General area,

a. Enter the Rule Name and a brief Description.

b. Select Rule Lifetime starting and ending dates for the rule.

c. Select the Active Rule checkbox only when you are ready for the rule to run. At this time, the rule will be validated (permissible filters, etc.).

5. In the Recurrence area, define a recording period (this is a required field). Click Edit.

For instructions, see Defining a Recording Period: Recurrence on page 156. Negative recording plans can only be scheduled for daily or weekly recurrence. They cannot be scheduled for monthly recurrence.

6. In the Filter area, define a filter for selecting interactions not to be recorded. Click Edit.

The recording Filter window appears.Figure 5-21 Recording Filter Window

Only those field for which you have query privileges appear.

a. Click General, and in the Call Direction area, select the direction of the interactions as follows:

Inbound - Customer to Agent.

NOTE: A rule must both be within its Lifetime and Active to run.

Page 153: NICE 38933005 Nice Screen Installation Guide Rev A1

153 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Negative Recording Plans

Outbound - Agent to Customer.

Internal - Agent to Agent.

b. Click Agents.

The criteria for selecting agents’ interactions becomes available.Figure 5-22 Criteria for Selecting Agents’ Interactions

c. To select all agents and groups, click All.

d. To select specific groups or agents, click Specific Groups\Agents.

The agent resource information becomes available.

• Expand the Resource Tree and select a branch. The groups/agents directly under that branch appear in the Available Items list box.

• Select groups or agents. You can enter the first letters of a user name in the text box above the list box to quickly jump to the appropriate user name.

• Move the agents/groups to the Selected Items list box and click OK.

e. To build expression filters, click the Expressions tab. The expressions filter criteria appear in the Filter window.

Page 154: NICE 38933005 Nice Screen Installation Guide Rev A1

154 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Negative Recording Plans

Figure 5-23 Expressions Filter Criteria

• Select a Field from the drop-down list. For a description of filter options, see Filters for Selective/Negative Recording Plans on page 143.

• Select an Operator from the drop-down list. The available Operators change depending on the selected Field.

• Select a Value. See Operators - Values Description on page 154 for a description of the Operators and Values.

• Click . The new expression appears in the Expressions field.

• Click OK.

TIP: • To clear the fields currently being defined (not the expressions already defined) click

Clear Expressions.

• To delete an expression, select the expression and click Delete.

• To update an expression, select the expression, modify its fields and click Update.

NOTE: Filters that were defined in the General and Agents tabs will also appear in the Expressions tab after the filter is saved.

Operators - Values Description

Select an Operator: Then, do the following: Example

= In the Value field, enter a value. Complete interactions whose total hold count are 0

<> In the Value field, enter a value. Interactions whose total hold count are not 0

Expressions field

Editing fields

Page 155: NICE 38933005 Nice Screen Installation Guide Rev A1

155 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Negative Recording Plans

f. Click OK to close the Filter window.

7. Click Save and then click Close.

> In the Value field, enter a value. Interactions whose total hold count are greater than 10

< In the Value field, enter a value. Interactions whose total hold count are less than 10

Values List In the Value field, enter several values - use commas to separate each value.

Interactions whose total hold count are 1 or 2 or 3

Predefined List Items

From the List Items area, select a predefined list.

Note: Items that appear in this list are defined in the Lists Editor

Operators - Values Description

Select an Operator: Then, do the following: Example

Page 156: NICE 38933005 Nice Screen Installation Guide Rev A1

156 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining a Recording Period: Recurrence

Defining a Recording Period: RecurrenceEach schedule can be defined to record all, a percentage of, or a fixed number of, interactions. This is called Sampling. The time period during which Sampling is done is called Recurrence. Recurrence can be set on a daily, weekly, or monthly cycle. Within each cycle you can define smaller segments of time called timeframes. The amount of interactions recorded as defined by Sampling can occur per cycle or per timeframe.

Cycle vs. Timeframe

When you define the time period during which a schedule runs, the entire time defined for the schedule is known as a cycle. Each time recording begins is a new timeframe. The sample Schedule shown has one cycle, and 10 timeframes (From 6:00 a.m. to 9:00 a.m. 5 times a week and from 5:00 p.m. to 10:00 p.m. 5 times a week - Recording is started 10 times per week.) In the Sampling area of your Schedule definition you specify whether the number of interactions are selected per timeframe or per cycle.

EXAMPLE: The Schedule Recurrence shown shows a weekly recurrence schedule. It has ten timeframes: From 6:00 a.m. until 9:00 a.m. and from 5:00 p.m. until 10 p.m., from Monday through Friday. The entire schedule is one cycle.If Sampling is for 10 interactions per cycle, then 10 interactions will be recorded per week.If Sampling is for 10 interactions per timeframe, then 100 interactions will be recorded per week. (10 interactions for each timeframe.) Figure 5-24 Scheduler Recurrence Example

Timeframes

Cycle

Page 157: NICE 38933005 Nice Screen Installation Guide Rev A1

157 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining a Recording Period: Recurrence

EXAMPLE: You want to record ten interactions. You want five Interactions recorded between 8:00 a.m. and 12:00 p.m. and then five more between 12:00 p.m. and 5:00 p.m. Solution: Create two identical schedules with Sampling by Time intervals. Make one Schedule for 8:00 a.m. to 12:00 p.m. and the second for 12:00 p.m. to 5:00 p.m. (Creating one schedule for 8:00 a.m. to 5:00 p.m. will not guarantee the required distribution.)

To define Schedule Recurrence:

1. In the Recurrence area, click Edit.

The Scheduler Recurrence window appears.Figure 5-25 Scheduler Recurrence Window

2. Select Daily, Weekly, or Monthly. The Schedule Timeframes area changes accordingly.

3. In the Schedule Timeframes area select timeframes using the following guidelines.

• Adjacent time segments connect to become one timeframe. To have adjacent timeframes behave separately (i.e., repeat Sampling within each separate timeframe), you must create separate Schedule Rules for each timeframe.

EXAMPLE: You select 8:00 a.m. to 10:00 a.m., and then select 10:00 a.m. to 5:00 p.m. These two blocks of time are automatically connected and become 8:00 a.m. to 5:00 p.m.If you are selecting recordings per cycles, this is fine.If you are selecting recordings per timeframe, and want these as two separate timeframes, you must create two separate schedules.

• To select a block of time, click and drag the mouse.

Page 158: NICE 38933005 Nice Screen Installation Guide Rev A1

158 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Defining a Recording Period: Recurrence

Figure 5-26 Block of Time Selected

• To create more than one timeframe, click and drag the mouse over one area, then release the mouse and click and drag the mouse over another area. Each block of time must encompass the same range for all selected days.

Figure 5-27 Multiple Timeframes Selected

This is ten timeframes; one time cycle.

• To select the entire grid, click the topmost left box (this box changes to red).Figure 5-28 Entire Grid Selected

• To clear the entire grid, click the topmost left box.

• To select/deselect one column or row, click the column or row heading.Figure 5-29 One Column/Row Selected/Deselected

4. Click .

Page 159: NICE 38933005 Nice Screen Installation Guide Rev A1

159 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Locating Interactions According to Recording Schedules

Locating Interactions According to Recording SchedulesUsing the NICE Perform applications you can search for interactions according the recording schedule(s) that initiated their recording.

To locate interactions:

1. Open the relevant NICE Perform application and create an Advanced Query.

2. In the Advanced Query window, click Free Expressions.

3. In the Field list, scroll down and expand tblRecordingxx. Then scroll down and select Recording Program ID.

4. In the Value field, enter the name of the recording schedule.Figure 5-30 Advanced Query

TIP: To display the recording programs, click and select the appropriate columns.

Page 160: NICE 38933005 Nice Screen Installation Guide Rev A1

160 Chapter 5: Scheduler Rules

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Scheduling How To’s

Scheduling How To’s

To record extra screen time after an interaction ends

• In the Recording Parameters area, select Screen and enter a value for Screen wrap-up.

To record an equal number of interactions for each agent

• In the Sampling area, select Agent as the target.

To record the same number of interactions each hour

1. Create separate recording schedules for each hour.

-or-Create two recording schedules with alternating hours. i.e, one schedule recording from 8:00 a.m. to 9:00 a.m., and then from 11:00 a.m. to 12 noon, etc. The second recording schedule recording from 10:00 a.m. to 11:00 a.m., and then from 12 noon to 1:00 p.m., etc. This creates a new timeframe at the beginning of each hour.

2. In the Sampling criteria, select Randomly per timeframe.

Page 161: NICE 38933005 Nice Screen Installation Guide Rev A1

Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

161

A

Configuring Additional NICE ScreenAgent Components

Contents

Windows Vista: Configuring the Create Global Objects Privilege ...........................162

Configuring the Citrix Server using Published Application Mode...........................165

Page 162: NICE 38933005 Nice Screen Installation Guide Rev A1

162 Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Windows Vista: Configuring the Create Global Objects Privilege

Windows Vista: Configuring the Create Global Objects Privilege

In the Windows Vista environment, when NICE ScreenAgent is configured to use the Hooking capture method, all users running NICE ScreenAgent must be allocated the privilege to Create Global Objects in the Windows Group Policy.

In a domain environment, this privilege must be defined on the domain controller. If no domain exists, this privilege is defined on each workstation. For users with administrator privileges, this privilege is set by default. For users with user privileges, this privilege must be set manually.

To add the Create Global Objects privilege to the Windows Group Policy:

1. From the Start menu, select Run.

2. In the Run window, enter gpedit.msc. Click OK.

The Group Policy window appears.

3. Select Computer Configuration > Windows Settings > Security Settings > Local Policies > User Rights Assignment.Figure A-1 User Rights Assignment Group Policy

4. Double-click Create global object.

The Create Global Objects Properties window appears.

Page 163: NICE 38933005 Nice Screen Installation Guide Rev A1

163 Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Windows Vista: Configuring the Create Global Objects Privilege

Figure A-2 Create Global Objects Properties Window (1)

5. Click Add User or Group.

The Select Users or Groups window appears.Figure A-3 Select Users or Groups Window

6. Define values as described below:

• Object Type: Click Object Types and select Users or Built-In Security Principals.

• Location: Click Locations and select your domain.

• Object name: Click Check Names and select the users or group of users who will be running NICE ScreenAgent.

7. Click OK.

The selected group of users is now included in the Local Security Setting list in the Create Global Objects Properties window.

Page 164: NICE 38933005 Nice Screen Installation Guide Rev A1

164 Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Windows Vista: Configuring the Create Global Objects Privilege

Figure A-4 Create Global Objects Properties Window (2)

8. Click OK.

The selected group of users is now allocated the privilege to Create Global Objects in the Windows Group Policy.Figure A-5 Group Policy Window

9. Close the Group Policy application.

Page 165: NICE 38933005 Nice Screen Installation Guide Rev A1

165 Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Configuring the Citrix Server using Published Application Mode

Configuring the Citrix Server using Published Application Mode

When running NICE ScreenAgent on a Citrix Server using Published Application mode, you must configure your server as described in this section.

Supported Citrix Servers:

• Citrix Presentation Server 4.0, 4.5

Overview

Published Application mode is a Citrix Server feature that enables the site administrator to publish a specific application to a group of users. In this environment, when a remote user connects to the Citrix Server, a session is created and the published application runs inside the session.

Preparing your Citrix Published Application environment to run NICE ScreenAgent involves:

1. Adding the NICE ScreenAgent Process to the Group Policy Login Script. See page 166.

To enable screen recording in the Published Application environment, the NICE ScreenAgent process must be running in the session it is required to record. To run NICE ScreenAgent in all sessions, the NICE ScreenAgent process must be launched every time a new session is generated. You do this by adding the NICE ScreenAgent process to the group policy user’s login script.

2. Verifying the Citrix Configuration. See page 168.

This procedure verifies that NICE ScreenAgent will run properly on your Citrix Server using Published Application mode.

IMPORTANT Before performing the procedures described here, you must install NICE ScreenAgent. See NICE ScreenAgent Basic (Interactive) Installation on page 77 or NICE ScreenAgent Silent Installation on page 94.

Page 166: NICE 38933005 Nice Screen Installation Guide Rev A1

166 Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Configuring the Citrix Server using Published Application Mode

Adding the NICE ScreenAgent Process to the Group Policy Login Script

This section describes how to add the NICE ScreenAgent process to the Citrix Server’s group policy login script. Adding the NICE ScreenAgent process to the group policy login script configures the Citrix Server to launch the NICE ScreenAgent process every time a Published Application session is created. This will enable you to perform screen recording during all generated sessions.

This procedure needs to be performed on the Citrix Server or on the Site Domain Controller.

To add the NICE ScreenAgent process to the group policy login script:

1. From the Start menu, select Run.

2. In the Run window, enter gpedit.msc. Click OK.

The Group Policy window appears.

3. Select User Configuration > Windows Settings > Scripts (Logon/Logoff).Figure A-6 Scripts (Logon/Logoff)

NOTE: Before you perform this procedure, ensure that NICE ScreenAgent has already been installed. See NICE ScreenAgent Basic (Interactive) Installation on page 77 or NICE ScreenAgent Silent Installation on page 94.

Page 167: NICE 38933005 Nice Screen Installation Guide Rev A1

167 Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Configuring the Citrix Server using Published Application Mode

4. Double-click Logon.

The Logon Properties window appears.Figure A-7 Logon Properties Window

5. Click Add.

The Add a Script window appears.Figure A-8 Add a Script Window

6. In the Script Name field, enter the path to the NICE ScreenAgent process.

7. In the Script Parameters field, enter -wait.

8. Click OK. To close the Logon Properties window, click OK.

9. Close the Group Policy application.

Page 168: NICE 38933005 Nice Screen Installation Guide Rev A1

168 Appendix A: Configuring Additional NICE ScreenAgent Components

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Configuring the Citrix Server using Published Application Mode

Verifying the Citrix Configuration

This section describes how to verify that all configuration changes have been accepted and that NICE ScreenAgent will now run properly.

To verify the Citrix configuration:

1. Open a session to the Citrix Server by running a Published Application.

2. Verify that the ScreenAgent.exe process is running inside the session.

3. Close the Published Application. The session will shut down properly.

Page 169: NICE 38933005 Nice Screen Installation Guide Rev A1

Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

169

B

Verifying NiceScreen System

After you complete installing the NiceScreen Loggers and NICE ScreenAgents at your site, you must test each NiceScreen Logger using the procedures in this chapter. If you have more than one NiceScreen Logger installed at your site, you must perform an additional 24 hour test.

Contents

Test Requirements........................................................................................................170Setting up a Test Site ...............................................................................................170

Verifying the NiceScreen Installation..........................................................................171Verifying the NiceScreen Logger..............................................................................171Verifying the NICE ScreenAgent Installations ..........................................................172Verifying the NICE Interactions Center Connection .................................................172Running a Self-Test on the NiceScreen Logger .......................................................171

Verifying NiceScreen Recording and Playback .........................................................173Screen Recording and Playback in NICE Monitor ...................................................173Screen Monitoring in Monitor ...................................................................................177

24 Hour Test for Sites with Multiple NiceScreen Loggers ........................................180Testing Screen and Voice Recordings .....................................................................180

Page 170: NICE 38933005 Nice Screen Installation Guide Rev A1

170 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Test Requirements

Test RequirementsTo perform the tests in this chapter, you must be configured as a user in the system with full access to NICE Interactions Center and administrative privileges for the following NICE Web applications:

• System Administrator

• Users Administrator

• Rules Manager

• Business Analyzer

• Monitor

Setting up a Test Site

Before you begin, the following components must be configured in System Administrator:

• Interactions Center

• The NiceScreen Logger that you want to test

• A NiceLog Voice Logger

• Two Users defined as Agents with NICE ScreenAgent installed on their workstations

• Rules Manager

• The Output Manager

Page 171: NICE 38933005 Nice Screen Installation Guide Rev A1

171 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying the NiceScreen Installation

Verifying the NiceScreen Installation In this section you will verify that each NiceScreen Logger is properly installed on its server.

Verifying the NiceScreen Logger

Follow the procedure below to verify that the NiceScreen Logger is running at the site.

Running a Self-Test on the NiceScreen Logger

In NICE System Administrator, run a self-test on the NiceScreen Logger.

Table B-1: NiceScreen Logger Installation Verification

Do this... To verify that...

• On the computer on which NiceScreen Logger is installed, check the icon tray. • The NiceScreen Logger icon

appears.

• On the computer on which NiceScreen Logger is installed, open the Windows Task Manager.

• The mmloggersvc.exe is an active process running on the computer.

Note: The first time you run NiceScreen Logger, you need to wait a few moments until the process starts.

• On the computer on which NiceScreen Logger is installed, open the Services window.

From the Start menu, select Settings, Control Panel, Administrative Tools, Services.

• The NiceScreen Logger service is listed, its Status is Started and its Startup Type is Automatic.

Table B-2: NiceScreen Logger Self-Test in System Administrator

Do this... To verify that...

• In NICE Perform applications suite, open System Administrator and select the NiceScreen Logger you want to test.

• The General tab displays read-only Logger details in the Capacity area.

Page 172: NICE 38933005 Nice Screen Installation Guide Rev A1

172 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying the NiceScreen Installation

Verifying the NICE ScreenAgent Installations

This section enables you to verify that the NICE ScreenAgents at your site have been installed correctly.

Verifying the NICE Interactions Center Connection

Table B-3: NICE ScreenAgent Installation Verification

Do this... To verify that...

• Start up all workstations running NICE ScreenAgent. For each ScreenAgent that is running, SAMS will display a log message that ScreenAgent is starting, including the ScreenAgent IP address, machine name and username.

• ScreenAgent is running properly.

Table B-4: NICE Interactions Center Connection

Do this... To verify that...

• In the NICE Interactions Center, open the RCM process (Resource Manager console), or the RCM.log file.

• The NiceScreen Logger ID is displayed with the text Update time difference.

Page 173: NICE 38933005 Nice Screen Installation Guide Rev A1

173 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying NiceScreen Recording and Playback

Verifying NiceScreen Recording and PlaybackIn this section, you will test the NiceScreen components within the NiceLog System.

Verifying Basic Screen Recording

Screen Recording and Playback in NICE Monitor

Recording and Playing Back the Current Call’s Screens

Table B-5: NiceScreen Logger Recording Verification

Do this... To verify that...

1. In the NICE Perform applications suite, open Rules Manager.

2. Create a recording schedule with screen as the Recording Media.

• NiceScreen Logger is recording properly.

Table B-6: Recording the Current Call’s Screens

Do this... To verify that...

1. Start a call on an agent workstation.

2. In the NICE Perform applications suite, open Monitor.

3. Click the Settings button . In the Settings window, select Screen as your Recording Media. Click Save

.

4. In the Folders pane, select the group that includes the agent whose activity you want to record.

5. In the Details pane, select the agent whose media you want to record. Ensure that he or she is on the phone (indicated by this icon ).

6. From the Recording button drop-down arrow, click Record Current Interaction.

• The Record Request column indicates that you have chosen to record the current interaction.

• The Record column displays the Screen icon , indicating the screen is being recorded.

Page 174: NICE 38933005 Nice Screen Installation Guide Rev A1

174 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying NiceScreen Recording and Playback

7. On the computer on which NiceScreen Logger is installed, click

the NiceScreen Logger icon in the tray.

• Information details indicate that recording is being performed.

8. To stop recording, click Stop . • The Record Current Interaction icon disappears indicating that the screen is no longer being recorded.

9. In the NICE Perform applications suite, open Business Analyzer.

10. Define an Advanced Query in which the Date/Time, Timeframe includes the time you recorded the screen (above procedure). Then select Call Profile > Media > Screen Only.

11. Click Run Query.

• The Results pane displays the Screen

icon in the Type column, and other recording details are displayed.

12. In the Results pane, double-click the recorded screen’s details.

• NICE Player opens and plays the recorded screen.

Table B-6: Recording the Current Call’s Screens (Continued)

Do this... To verify that...

Page 175: NICE 38933005 Nice Screen Installation Guide Rev A1

175 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying NiceScreen Recording and Playback

Recording and Playing Back the Next Call’s Screens

Table B-7: Recording the Next Call’s Screens

Do this... To verify that...

1. Start a call on an agent workstation.

2. In the NICE Perform applications suite, open Monitor.

3. Click the Settings button . In the Settings window, select Screen as your Recording Media. Click Save

.

4. In the Folders pane, select the group that includes the agent whose activity you want to record.

5. In the Details pane, select the agent whose media you want to record.

6. From the Recording button drop-down arrow, click Record Next Interaction.

The Record Request column indicates that you have chosen Record Next Interaction.

7. On the Agent workstation, stop the call and start a new call.

8. After two minutes stop this call.

• The Recording Next Interaction icon appears indicating that the screen for the next call will be recorded.

9. In the NICE Perform applications suite, open Business Analyzer.

10. Define an Advanced Query in which the Date/Time, Timeframe includes the time you recorded the screen (steps 1-8 above). Then select Call Profile > Media > Screen Only.

11. Click Run Query.

• The Results pane displays the Screen

icon in the Type column, and other recording details are displayed for the recorded screen.

12. In the Results pane, double-click the recorded screen’s details.

• NICE Player opens and plays the recorded screen.

Page 176: NICE 38933005 Nice Screen Installation Guide Rev A1

176 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying NiceScreen Recording and Playback

Recording and Playing Back All Calls’ Screens

Table B-8: Recording and Playing Back All Calls’ Screens

Do this... To verify that...

1. Start a call on an agent workstation.

2. In the NICE Perform applications suite, open Monitor.

3. Click the Settings button . In the Settings window, select Screen as your Recording Media. Click Save

.

4. In the Folders pane, select the group that includes the agent whose activity you want to record.

5. In the Details pane, select the agent whose screens you want to record.

6. From the Recording button drop-down arrow, click Record All Interactions.

7. Stop the call on the agent workstation. Then, start a new call on the agent workstation.

8. Repeat step 7 twice.

• The Screen icon is displayed in the Record column each time a call is initiated, indicating that the screens are being recorded with their corresponding calls.

• The Recording All Interactions icon is displayed.

9. In the NICE Perform applications suite, open Business Analyzer.

10. Define an Advanced Query in which the Date/Time, Timeframe includes the time you recorded screen activity (steps 1-8 above). Then select Call Profile > Media > Screen Only.

11. Click Run Query.

• The Results pane displays the Screen

icon in the Type column, and other recording details are displayed for all the recorded screens.

12. In the Results pane, double-click a recorded screen’s details.

• NICE Player opens and plays the recorded screen.

Page 177: NICE 38933005 Nice Screen Installation Guide Rev A1

177 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying NiceScreen Recording and Playback

Screen Monitoring in Monitor

Verifying Monitoring Screens

Table B-9: Verifying Monitoring Screens

Do this... To verify that...

1. Start a call on an agent workstation.

2. In the NICE Perform applications suite, open Monitor.

3. Click the Settings button . In the Settings window, select Screen as your Recording Media. Click Save

.

4. In the Folders pane, select the group that includes the agent whose activity you want to monitor. The agent names in the selected group are displayed in the Details pane.

5. Select an agent who is logged in and on the phone. (indicated by this icon

).

6. Click Monitor .

• The Screen icon appears in the Monitor column.

• NICE Player opens and plays the agent’s screen.

Page 178: NICE 38933005 Nice Screen Installation Guide Rev A1

178 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying NiceScreen Recording and Playback

Verifying Monitoring Screens and Voice

Table B-10: Monitoring Screens and Voice

Do this... To verify that...

1. Start a call on an agent workstation.

2. In the NICE Perform applications suite, open Monitor.

3. Click the Settings button . In the Settings window, select Voice+Screen as your Recording

Media. Click Save .

4. In the Folders pane, select the group that includes the agent whose screen and voice you want to monitor.

5. In the Details pane, select the agent. Ensure that the agent is on the phone (indicated by this icon ).

6. Click Monitor .

• The Voice + Screen icon appears in the Monitor column.

• NICE Player opens and plays the agent’s screen.

• The call is heard through your workstation speakers.

Page 179: NICE 38933005 Nice Screen Installation Guide Rev A1

179 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying NiceScreen Recording and Playback

Verifying Monitoring While Recording

Table B-11: Verifying Monitoring While Recording

Do this... To verify that...

1. Start a call on an agent workstation.

2. In the NICE Perform applications suite, open Monitor.

3. Click the Settings button . In the Settings window, select Screen as your Recording Media. Click Save

.

4. In the Folders pane, select the group that includes the agent whose activity you want to record.

5. In the Details pane, select the agent. Ensure that the agent is on the phone (indicated by this icon ).

6. From the Recording button drop-down arrow, click Record Current Interaction.

• The Screen icon is displayed in the Record column, indicating that screen is currently being recorded at the site.

• The Record Request column indicates that you have chosen to Record Current Interaction.

7. Click Monitor . • The Screen icon appears in the Monitor column.

• NICE Player opens and plays the monitored screen.

Page 180: NICE 38933005 Nice Screen Installation Guide Rev A1

180 Appendix B: Verifying NiceScreen System

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

24 Hour Test for Sites with Multiple NiceScreen Loggers

24 Hour Test for Sites with Multiple NiceScreen LoggersThis section provides a 24-hour test to verify that all the NiceScreen Loggers installed at the site are operating properly.

Testing Screen and Voice Recordings

Table B-12: 24 hour test for screen and voice recordings

Do this... To verify that...

1. In the NICE Perform applications suite, open Rules Manager, Scheduler.

2. Create a recording program to periodically record an agent’s voice and screens for 24 hours.

• Interactions are being recorded.

3. After the 24-hour time period is complete, open Business Analyzer and create a query to locate and playback the recorded interactions.

• Voice and Screens were recorded for all calls.

Page 181: NICE 38933005 Nice Screen Installation Guide Rev A1

Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

181

C

NiceScreen Troubleshooting Flow

Installation of NiceScreen components is performed using an installation wizard designed with easy-to-follow steps. This section lists some of the most common problems you may encounter and simple solutions. If you continue to need help, contact your local supplier or the nearest NICE System Customer Service Center. Contact information is located in the inside cover of this manual.

Contents

Overview........................................................................................................................183

Isolating the Problem ...................................................................................................184Gathering Information ..............................................................................................184Checking the NiceScreen Logger Service Status ....................................................184Checking the ScreenAgent Interactions Center Registration...................................185Checking the Configuration......................................................................................186Checking SAMS for Errors .......................................................................................187Isolating the Problem Further...................................................................................188Checking the NiceScreen Logs................................................................................188Checking the ScreenAgent Logs..............................................................................189Checking the RCM Logs ..........................................................................................189Checking the Call Server Logs.................................................................................189Checking the Call Status in the Database................................................................189Checking the Rule....................................................................................................189Checking the Naming Resolution.............................................................................190Checking Connectivity..............................................................................................191Verifying the ScreenAgent Configuration .................................................................192Testing the ScreenAgent ..........................................................................................192

NOTE: Any references made in this chapter to values which must be changed, refers directly to the Agent workstation registry unless stated otherwise. Page numbers are the location of the description of each parameter. For full instructions on how to update the Agent registry file, see Customizing NICE ScreenAgent Parameters in the Registry on page 98.

Page 182: NICE 38933005 Nice Screen Installation Guide Rev A1

182 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Other Troubleshooting Issues ..................................................................................193Other Useful Tools....................................................................................................194

NICE ScreenAgent Installation/Operational Problems..............................................195

NICE ScreenAgent Optimization and Performance Issues.......................................197

NiceScreen Logger Configuration Parameters..........................................................199

Page 183: NICE 38933005 Nice Screen Installation Guide Rev A1

183 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Overview

OverviewIf you experience a problem with Screen recording follow the steps below to isolate the problem:Figure C-1 Workflow Diagram

Page 184: NICE 38933005 Nice Screen Installation Guide Rev A1

184 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

Isolating the ProblemGathering Information

Important issues to consider are:

• Is this a new installation? If yes, when was the installation performed?

• Were there any changes to the environment that might have influenced the system? If yes, check these changes first.

• How often does the problem occur?

• Is the problem reproducible? If yes, what were the steps?

• Were the Servers restarted? If yes, did this resolve the problem?

Checking the NiceScreen Logger Service Status

When to check the NiceScreen Logger service status:

• If all screens are not being recorded, check whether the NiceScreen Logger service is active.

• If some agents screens are being recorded, you can skip this check.

To check the NiceScreen Logger service status:

1. On the computer where the NiceScreen Logger is installed, check that the NiceScreen Logger service is running. If the service is not running select Start > Settings > Control Panel > Administrative Tools > Services, and start the service.

2. Point your cursor to the icon in the tray, a tooltip displays information about NiceScreen Logger. When you click on the icon, status details are displayed. For further details on the information, see Table 2-1 on page 37.Figure C-2 Logger Status Details

Page 185: NICE 38933005 Nice Screen Installation Guide Rev A1

185 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

3. On the computer where the NiceScreen Logger is installed check that mmloggersvc.exe is an active process running on the computer. If not, the installation may have failed.

Checking the ScreenAgent Interactions Center Registration

When to check the ScreenAgent Interactions Center registration:

• If all or some screens are not being recorded.

To check the ScreenAgent Interactions Center registration:

1. On the Interactions Center, run Tester.exe from the D:\program files\Nice systems\Nice CLS\BIN folder.Figure C-3 Tester Application

2. Click Connect . The Connect to CLS window appears.

3. Click OK. A SUCCESS message appears.

4. Select Maintenance > Universal Agent Table.Figure C-4 Universal Agent Table

5. Click Refresh. The ScreenAgents that were registered to the Interactions Center appear in the list. If a ScreenAgent is not registered, it will not appear in this list and will not be recorded.

Page 186: NICE 38933005 Nice Screen Installation Guide Rev A1

186 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

6. Perform the following checks based on the outcome:

• If there are no agents logged in, there may be a network problem. Check the network connectivity and the ports. See Checking Connectivity on page 191.

• If the agents that are not being recorded do not appear in the list:

• Check the agent workstation where ScreenAgent is installed and screenagent.exe is running.

• Check that the particular workstation is configured correctly. See Checking the Configuration on page 186.

• Check the particular workstation for a port blockage See Checking Connectivity on page 191.

7. Check the SAMS logs. See Checking SAMS for Errors on page 187.

8. Search the ScreenAgent logs in order to identify problems with regards to registration to the Interactions Center. See Checking the ScreenAgent Logs on page 189.

Checking the Configuration

Verify that:

• The NiceScreen Logger, ScreenAgents, Channel Pools and Sources Pool are correctly defined in the System Administrator.

• The Agent is configured correctly in User Administrator.

To check the configuration:

1. In System Administrator, verify that you are working in Technician mode: In the Organization tree, click Organization. Then select Technician Mode and click Save.

2. Expand the Master Site > Logger Servers > NiceScreen Logger and check the details for the required NiceScreen Logger. Verify that these details correspond with any criteria in the Rules Manager > Scheduler > Filter.

3. In the Organization tree, select CLS Definitions > Channel Mapping > 2. Sources Definition. Verify that the ScreenAgents are correctly defined.

4. In the Organization tree, select CLS Definitions > Channel Mapping > 4. Dynamic Mapping. Check the following tabs:

a. Channels Pool

b. Sources Pool

c. Attach/Detach

5. Check that the Agent is correctly configured in User Administrator, including the Operating System login name.

Page 187: NICE 38933005 Nice Screen Installation Guide Rev A1

187 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

Checking SAMS for Errors

SAMS monitors ScreenAgents; debug information and logs that are sent from ScreenAgents are received by the SAMS. Every time a ScreenAgent activates, stops, or fails to function properly, status information is displayed in a console window called SAMS Report. The status is displayed according to severity. From least to most severe, severity is as follows: Debug, Info, Warn, Fatal, Bug, and Event. By default, the SAMS threshold is set to Fatal. This means that status with a severity of Fatal, Bug, or Event will be displayed in the SAMS Report console.

To check SAMS:

1. Check that the SAMS service is running. If the service is not running select Start > Settings > Control Panel > Administrative Tools > Services, and start the service.

2. Ensure that SAMS has been installed properly (see Installing SAMS on page 44).

3. Once the SAMS service is running, the SAMS Server icon is displayed in the computer's

system tray .

4. To start the SAMS Report, right-click the SAMS Server icon and select Start.

5. Messages are sent to the SAMS Report console window.Figure C-5 SAMS Report

All messages sent to the SAMS Report console window display the following parameters:

• Date and time message was sent

• Severity level - From least to most severe: Debug, Info, Warn, Fatal, Bug, Event

• Name of the component that sent the message (for example, SA - for ScreenAgent)

• IP address and port number or host name of the machine from which the message was sent

• Report type:

• Install - message report success/failure

• Uninstall - message report success/failure

Page 188: NICE 38933005 Nice Screen Installation Guide Rev A1

188 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

• Startup - information report

• Shutdown - information report

• Online - message sent while ScreenAgent is running

• Message content

6. Check the SAMSReport.log file to review the status information that is no longer displayed in the SAMS Report console. The file is in the SAMS installation folder:

C:\Program Files\Nice Systems\SAMS Server\SAMSServerLog.

Isolating the Problem Further

Try to isolate the problem and identify the faulty component.

To isolate the problem further:

• Try and isolate the problem by checking the logs to see:

• If the StartRecord command was called by the RCM. See Checking the RCM Logs on page 189.

• If the ScreenAgent received the StartRecord command. See Checking the ScreenAgent Logs on page 189.

The following is a sample StartRecord in the ScreenAgent log:

INFO : 02/01/08 10:56:31:015 IncCommandsHandler: StartRecording received from IC IpAddr(screen-env3:2010). capture handle(10000001), DestinationAddr(screen-env3:30100), DestinationResourceId(93); Context = (676)

• If NiceScreen received the StartRecord command. See Checking the ScreenAgent Logs on page 189.

Checking the NiceScreen Logs

Settings for your NiceScreen Logger are stored in the MMLogger.cfg configuration file located in the NiceScreen Logger installation directory. LogFile_Path indicates the location of the NiceScreen log files.

The logs are located in the installation folder, by default in:

C:\Programs\Nice Systems\Multimedia Logger.

To check the NiceScreen Logs:

• Review the NiceScreen Logger logs (logfileXX.log).

Page 189: NICE 38933005 Nice Screen Installation Guide Rev A1

189 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

Checking the ScreenAgent Logs

In NICE Perform Release 3 Service Pack 3 the logs are located in C:\Program Files\Nice Agent.

In NICE Perform Release 3 Service Pack 4 and above, the logs are located in different folders depending on the Operating System. For Windows 2000, Windows XP, Windows 2003 Server the logs are in C:\Documents and Settings\All Users\Application Data\Nice\Screen Agent. For Windows Vista the logs are in C:\ProgramData\Nice\Screen Agent.

To check the ScreenAgent Logs:

• Review the ScreenAgent logs (LogfileXX.dat).

Checking the RCM Logs

The log files are located in the D:\Program files\NICE Systems\NICE CLS\Bin\Log.

To check the RCM Logs:

• On the NICE Interactions Center, open the RCM process (Resource Manager console), or review the RCM.log.xxx.txt files.

Checking the Call Server Logs

The log files are located in the D:\Program files\NICE Systems\NICE CLS\Bin\Log.

To check the Call Server Logs:

• Review the Call Server log files (Call Server.log.xxx.txt files).

Checking the Call Status in the Database

Check the status of the calls that failed to record the screen in the database.

To check the call status in the database:

• Check tblExceptionXX in the nice_interaction table (query on iInteractionID). For more details, see the Interaction Data Reference Guide.

Checking the Rule

In the Rules Manager verify that there is a valid rule for recording screens. See the Rules Manager Guide for more information and the Interaction Data Reference Guide for details on the fields in the Filter Expressions.

Page 190: NICE 38933005 Nice Screen Installation Guide Rev A1

190 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

To check the rule:

1. In the Audit Trail, check if the rule has been changed recently. See the Audit Trail Guide for more information.

2. In the NICE Perform applications suite, open Rules Manager > Scheduler.

3. Select the relevant rule, and click Edit Rule.

4. Click next to Filter.Figure C-6 Rule Filter

5. Verify that Screen is selected, check all the Rule Filter tabs and verify that the filter does not exclude the required screen interactions.

Checking the Naming Resolution

Naming resolution is the ability to resolve between the computer name and IP. NICE Perform uses the computer name.

To check the naming resolution:

• Ensure that the DNS is configured on the workstation and the Interaction Server.

Page 191: NICE 38933005 Nice Screen Installation Guide Rev A1

191 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

Checking Connectivity

Perform connectivity checks.

To check connectivity:

1. Check that port 30100 is open for incoming communication on the NiceScreen Logger server.

2. Check that port 2010 is open for incoming communication on the NICE Interactions Center server.

3. Check that port 2001 is open for incoming communication on the NICE SAMS server.

4. Verify the NAT/PAT connectivity and configuration:

a. The services must be accessed by fully qualified machine names; a DNS service should be available to allow names resolution.

b. For a NAT/PAT environment, verify that useMachineName is set to True in the configuration file for each service.

5. The ScreenAgent process uses arbitrary ports to communicate with the ScreenLogger, Interactions Center and SAMS Server. Verify that outgoing communication is not blocked from the ScreenAgent workstations.

6. Check that the following ports are open.

Port List

IMPORTANT Any change of configuration files should be performed ONLY in consultation with NICE Support!

Page 192: NICE 38933005 Nice Screen Installation Guide Rev A1

192 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

Port List (cont.)

Verifying the ScreenAgent Configuration

The ScreenAgent must be configured for the correct Interaction Server. This is set during the installation and can be verified in the ScreenAgent registry.

To verify the ScreenAgent configuration:

1. In the workstation registry, open the registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen\ClsList

2. Check the ClsAddr1 … ClsAddr5 parameters. These are the network addresses of the associated NICE Interactions Centers.

Testing the ScreenAgent

Start a call and verify monitoring the screens.

To test the ScreenAgent:

1. Start a call on an agent workstation.

Page 193: NICE 38933005 Nice Screen Installation Guide Rev A1

193 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

2. In the NICE Perform applications suite, open Monitor.

3. Click the Settings button. In the Settings window, select Screen as your Recording

Media. Click Save .

4. In the Folders pane, select the group that includes the agent whose activity you want to monitor. The agent names in the selected group are displayed in the Details pane.

5. Select an agent who is logged in and on the phone. (Indicated by this icon ).

6. Click Monitor . The Screen icon should appear in the Monitor column.

7. NICE Player opens and plays the agent's screen. If there is a recording problem, the relevant error will appear. Use this reason to resolve the recording failure.

Other Troubleshooting Issues

• If you edit the configuration files, ensure that you use a plain text editor such as Notepad without any options.

• In the event of a change in configuration, restart the relevant service.

• Restart the Interaction Server during non-production hours.

• Open Interaction Server service manager and click Stop NICE CLS.

• Shut down Windows normally.

• Reinstall the ScreenAgent software. This should only be done in consultation with NICE Support.

• All the files on the F: partition are managed by the NiceScreen Logger and are required. Do not delete these files.

• If you are using Terminal Server on Citrix check the connectivity.

• If you are doing your mapping in System Administrator (and not manually using a file):

• In CLS Definitions > CLS Servers, select a CLS Server.

• Click the Configuration tab and click RCM.

• Validate that the Read Mapping from File parameter value is set to No.

• Solutions for various additional troubleshooting and performance issues are detailed in:

• NICE ScreenAgent Installation/Operational Problems on page 195

IMPORTANT • DO NOT use text wrap as this will corrupt your configuration file.

• Any change of configuration files should be done ONLY in consultation with NICE Support!!!!

Page 194: NICE 38933005 Nice Screen Installation Guide Rev A1

194 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Isolating the Problem

• NICE ScreenAgent Optimization and Performance Issues on page 197

• NiceScreen Logger Configuration Parameters on page 199

Other Useful Tools

• Run MML_ManagementTester.exe to view a list of the NiceScreen Loggers on the network. Figure C-7 MMI Management Tester

• The Expansion Tool is an internal utility which enables you to expand the number of input channels and/or the amount of storage capacity of the NiceScreen Logger. The Expansion Tool performs the necessary modification and adjustment to the NiceScreen Logger data system and configuration file while preserving the existing metadata. For further details, see the NiceScreen Expansion Tool Guide.

• Run LogCollector.exe on the workstation to gather the Player log, Playlist, Screen Log and any other selected files. The files will be collected in the C:\Program Files\NICE Systems\NICE Player\temp folder. After a full day of collecting the logs, zip the directory and send the zip file to NICE Technical Support.

IMPORTANT This tool should only be used in consultation with NICE Support!!!!

Page 195: NICE 38933005 Nice Screen Installation Guide Rev A1

195 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Installation/Operational Problems

NICE ScreenAgent Installation/Operational Problems

If... Do the following...

You want to verify if a remote control application is installed on the workstation

You need to check that no secondary capture driver was installed by the remote-control application. To do so follow the following steps:1. Enter the Registry (use RegEdit)2. Examine the value of the “\Device\Video0” key

located in the following hive path: HKEY_LOCAL_MACHINE\\HARDWARE\\DEVICEMAP\\VIDEO.

The video driver name is identified by the string that is located before the \Device0 string. For example: If the string is: “\Registry\Machine\…\Services\atirage3\Device0”, the video driver name is: atirage3.

3. Locate the video driver name (found in the above step) in the following hive path: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services.

4. Enter the Device0 folder located under this folder.5. Open the InstalledDisplayDrivers key.

The InstalledDisplayDrivers key contains a list of the device drivers that are loaded for the Display adapter. In a normal case the list should contain one driver which is the driver used by the Display adapter itself. If more than one driver is listed then there is a good chance that a remote-control application added the second driver.

Page 196: NICE 38933005 Nice Screen Installation Guide Rev A1

196 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Installation/Operational Problems

ScreenAgent installation fails and regular uninstallation procedures fail

Manually remove all ScreenAgent related files as follows:1. Make sure ScreenAgent is down (use

ScreenAgentTester)2. Delete the ScreenAgent folder from the workstation’s

hard disk.3. Open the Workstation registry and delete the

following keys:• Before deleting this key, write down the string value of

AppGUID.

HKEY_LOCAL_MACHINE\Software\NICE Systems\NICE Screen.

• Under the following key HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run - Delete the following String keys: AGNTREC and AGENTREC (if exist).

• Open the following hive: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Uninstall. There are several keys with a long string name (for example: {23e76x3…-…-…-…-…}).

Search for the key that matches the string from the AppGUID key. When located, delete the key.

4. Reboot the workstation and install the ScreenAgent.

ScreenAgent fails to load Change the order in which the ScreenAgent loads.To do this:

• Increase the WaitForActivate parameter in the Agent registry file. See page 104.

If... Do the following...

Page 197: NICE 38933005 Nice Screen Installation Guide Rev A1

197 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Optimization and Performance Issues

NICE ScreenAgent Optimization and Performance IssuesThis table provides adjustments for optimized performance.

If... Do the following...

There is a slow-down in general performance of the workstation

Make the following changes in ScreenAgent registry. See on page 97.

• Set the CaptureMethod to Scraper in the Agent registry file. See page 99.

• Set the CompressionLevel to 1 in the Agent registry file. See page 99.

• Lower the workstation’s screen resolution/color depth.

• Set EnableAnimation=0, EnableFullDrag=0, EnableScreenSaver=0, and EnableWallPaper=0 in the Agent registry file. See page 104.

• Obtain and install the latest display drivers.

• Scraper CaptureMethod only: Lower Thread Priority to 0 (Below Normal). See page 104.

The Data Rate is too high • Lower the workstation’s screen resolution/color depth.

• Set EnableAnimation=0, EnableScreenSaver=0, and EnableWallPaper=0 in the Agent registry file. See page 104.

• Set EnableFullDrag=1 in the Agent registry file. See page 104.

• Set CompressionLevel=2 in the Agent registry file. See page 99.

• Increase the value of CacheSize in the Agent registry file. See page 99.

• Set CaptureMethod=1 (Hooking) in the Agent registry file. See page 99. In most cases, the Scraper method produces more data than the Hooking method, but there are exceptions to this rule, therefore it is advisable to check this per workstation.

The ScreenAgent disconnects due to a high data rate

• Make adjustments for a high data rate (see the previous item in this list)

• Increase RecBuffSize in the Agent registry file. See page 103.

• Increase the interval between two consecutive KeyFrames: increases MinTimeBetweenKF in the Agent registry file. See page 102.

Page 198: NICE 38933005 Nice Screen Installation Guide Rev A1

198 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE ScreenAgent Optimization and Performance Issues

The following message appears when you start the workstation:Capture layer initialization failed. Application is aborting. If you are after installation restart the computer.

This message indicates that the Capture component did not successfully load.

• Increase the timeout of WaifForActivate in the Agent registry file. See page 104.

• Check for conflicts with the Display Driver or other application that is preventing ScreenAgent to load the Capture component.

You need to change the scraping method used by the Scraper capture method.

• Change CaptureMethod in the Agent registry file. See page 99.

If... Do the following...

Page 199: NICE 38933005 Nice Screen Installation Guide Rev A1

199 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Configuration Parameters

NiceScreen Logger Configuration ParametersYour system settings for your NiceScreen Logger are stored in the MMLogger.cfg configuration file located in the NiceScreen Logger installation directory. This section provides information about the parameters contained in the MMLogger.cfg file.

The following table lists the parameters contained in the MMLogger.cfg file:

WARNINGDo not edit values in the MMLogger.cfg file. Editing values directly in the MMLogger.cfg file can cause your system to malfunction!

NiceScreen Logger Configuration Parameters

Parameter Description Value

General

Logger_Id Logical ID for the NiceScreen Logger Default = 1

Max_Input_Bandwidth_KbSec Not used. Default = 6000

Periodical_Check_Resource_Hours Determines an idle time interval between which the Logger saves all unsaved buffers and synchronizes time with the client for a specific channel.

Default = 1

Concurrency

Num_Of_Dispatch_Threads Number of threads in the Logger engine thread pool.

Default = 25

Num_Of_JobProcessor_Threads Job processor thread pool size.Note: Do not define more than 20.

Default = 5

File

Logic_File_Size_In_Kb Same as sector in a conventional file system. Used once for Data System construction. A large file size will reduce the Data System size but could cause ineffective disk usage.

Default = 384

File_Page_Size_In_Kb Part of the file which the Logger retains in memory, called cache quantum or page. Usually the Logger reads/writes a whole page from/to disk. This value should not exceed the file size. A large page size improves I/O operation performance but utilizes a lot of computer memory.

Default = 128

Storage

Page 200: NICE 38933005 Nice Screen Installation Guide Rev A1

200 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Configuration Parameters

Storage This section lists all the storage portions used by NiceScreen Logger.The number on the right side of the equal sign (=) indicates the order in which this portion is used for Logger storage.Each portion (file and partition), must be listed here with its ordinal number.Example: STORAGE_PORTION_1 = 1 STORAGE_PORTION_2 = 2Note: You can define your own storage portion name, but you must then use this same name to configure the Storage Portion parameters (path+size). See below.

Storage Portion Each storage portion must be defined as a separate section in the file using the same portion name that appears in the Storage section (described above).Two parameters are listed for each portion:

• File_Address - specifies portion location

If the storage portion is a file, the complete path to the file must be defined. If the portion is a partition, the partition letter must be defined as follows: \\.\X, where X is an example of a partition letter.

• Size_In_Mb - size of the portion in MB

Following is an example of a file storage portion:[STORAGE_PORTION_1]File_Address = D:\Data\Storage_File_Name1.dat Size_In_Mb = 5000 ; MB Following is an example of a partition storage portion:[STORAGE_PORTION_2]File_Address = \\.\Z:Size_In_Mb = 17000 ; MB

File_Address Address of file or partition. The Logger will create a file if it does not exist yet.

Default = D:\MMLData\MML_Data_File_1.dat or \\.\Z:

NiceScreen Logger Configuration Parameters (Continued)

Parameter Description Value

Page 201: NICE 38933005 Nice Screen Installation Guide Rev A1

201 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Configuration Parameters

Size_In_Mb Size of storage. Note: Even if a file or partition is larger than this value, the Logger will use the amount of storage space defined here.

Default = 5000

Data System

DB_Path Path of the Logger’s Data System files. Default = D:\MML_Root\DataSystem

Num_Of_Cached_Pages_For_Table Number of Data System Table pages that the Logger retains in memory. Note: We recommend retaining the Number of Input Channels + Number of Output Channels * 2 pages. However, if your computer does not have enough memory, you can define a lower value.

Default = 200

Average_Packet_Size_Kb Average packet that the client workstation sends to the Logger. Dependent on client behavior. Note: A smaller value may increase the number of descriptors resulting in a larger Data System size. A larger value may cause ineffective storage usage.

Default = 10

Auto Deletion

Auto_Deletion_Enabled Enables/Disables the auto deletion mechanism.

Default = 11 = Yes, 0 = No

Files_High_Watermark_Percent Auto deletion starts when the percentage of stored files is greater than this value.

Default = 80

Files_Low_Watermark_Percent Auto Deletion stops when the percentage of stored files is less than this value.

Default = 50

Descriptors_High_Watermark_Percent Auto deletion starts when the percentage of descriptors exceeds this value.

Default = 80

Descriptors_Low_Watermark_Percent Auto Deletion stops when the percentage of used descriptors is less than this value.

Default = 50

Channels

Num_Of_Input_Channels Number of recording input channels. Used once for Data System construction.

Default = 100

NiceScreen Logger Configuration Parameters (Continued)

Parameter Description Value

Page 202: NICE 38933005 Nice Screen Installation Guide Rev A1

202 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Configuration Parameters

Num_Of_Output_Channels Number of output channels used for playback.

Default = 3

Memory Cache

Cache_Confidence_Coefficient Increases memory cache size to provide ample memory above the memory allocated per recording channel. If the Logger does not have enough memory, this value can be decreased.

Default = 3

Memory Allocation

Protocol_Message_Size Maximum message size buffer for request and response (not data!!).

Default = 1024

Protocol_Message_Allocator_Coefficient

Allocation coefficient for static memory pool of protocol messages.

Default = 3

Log_Message_Size Log message buffer (response) in bytes. Maximum log message size that would be sent to the remote client/log server.

Default = 512

Log_Messages_In_Pool Number of log messages in the static pool. Remaining log messages are then rejected until space in the pool is freed.

Default = 500

Communication

Connection_Alive_Check_Interval_In_Sec

Time interval (seconds) for checking whether an idle connection is alive.

Default = 60

Connection_Alive_Check_Duration_In_Sec

Time duration (seconds) of the check connection time.

Default = 3

Logger_Port Accept incoming connections port. Default = 30100

Max_Async_Writes_Per_Connection Maximum number of asynchronous write operations per connection.-1 = no restrictionRemaining requests are queued. A higher value improves performance for a system with a slow disk.

Default = 10

Allocation_Retries_On_Full_Cache Number of retries to allocate cached buffer, when Memory Manager is full, before aborting. A higher value reduces performance in a busy system but will give greater safety, since the number of aborts will be reduced.

Default = 10

NiceScreen Logger Configuration Parameters (Continued)

Parameter Description Value

Page 203: NICE 38933005 Nice Screen Installation Guide Rev A1

203 Appendix C: NiceScreen Troubleshooting Flow

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Configuration Parameters

Items_Limit_In_Connection_Output_Queue

Watermark threshold of items in output queue per connection, before error is created. A higher value increases memory usage and possibly reduces performance, but ensures greater safety since there are no aborts on output.

Default = 50

Logs to Screen

Severity_To_Screen Log severity to screen. Default = 2033

Logs to File

LogFile_Path Location of the NiceScreen log files. Default = C:\Program Files\NICE Systems\Multimedia Logger

Number_Of_LogsFiles Default = 5

Size_Of_Each_LogFile Size of each log file in Kb. Default = 1000000

Severity_To_File Log severity of log files. Default = 18417

Logs To System Log

Host_Name Name of host that appears in the message source in the System Log.

Default = MML

Severity_To_SysLog Log severity of system log. Default = 1985

Publisher General

Verbose_Mode Do not change this parameter. Default = 32

NiceScreen Logger Configuration Parameters (Continued)

Parameter Description Value

Page 204: NICE 38933005 Nice Screen Installation Guide Rev A1

Blank page for double-sided printing.

Page 205: NICE 38933005 Nice Screen Installation Guide Rev A1

Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

205

D

Enabling Display of NICE System Information in System Administrator

Contents

Overview........................................................................................................................206

Common Terms.............................................................................................................207

Verifying the System Administrator User...................................................................208

Adding the System Administrator User to Computers not in an Active Directory Environment..................................................................................................................210

Editing DCOM Permissions .........................................................................................214

Setting Security Permissions through the WMI Control...........................................220

Page 206: NICE 38933005 Nice Screen Installation Guide Rev A1

206 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Overview

OverviewThe System Administrator includes a summary page that displays the NICE product version and the installed Updates. See the System Administrator Guide for more information. Figure D-1 Summary Page in the System Administrator

This summary page is generated by accessing the product information from the computers in the NICE system. In order to access this product information, the System Administrator user needs to be included in the DCOM and WMI security settings on each computer in the NICE system. The System Administrator user is the user associated with the Nice SystemAdministrator service. This association is defined when NICE Perform applications are installed on the Applications Server. To verify the identity of this user, see Verifying the System Administrator User on page 208.

In this appendix, we describe how to change the security settings to enable the System Administrator user to access information on these computers.

Workflow

The workflow differs slightly depending on whether or not you are working in an Active Directory environment.

1. Verifying the System Administrator User. To verify the identity of the System Administrator user, you check which user is associated with the Nice SystemAdministrator service.

2. (Not Active Directory Environment Only) Adding the System Administrator User to Computers not in an Active Directory Environment. The System Administrator user needs to be included on all computers in the NICE system. If you are not working in an Active Directory environment, you need to add this user through the Control Panel, if necessary.

3. Editing DCOM Permissions. You edit the DCOM permissions to enable the remote launch and remote activation of WMI queries.

4. Setting Security Permissions through the WMI Control. By means of the WMI Control, you set security permissions that enable the System Administrator user to remotely access NICE system information.

Update

Version

Page 207: NICE 38933005 Nice Screen Installation Guide Rev A1

207 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Common Terms

Common TermsSome common Microsoft terms used in this appendix are listed in the table below.

Table D-1: Common Microsoft Terms

Term Meaning

COM Component Object Model. COM is a platform-independent, distributed, object-oriented system for creating binary software components that can interact.

DCOM Distributed Component Object Model. DCOM is a protocol that enables software components to communicate directly over a network.

WMI Windows Management Instrumentation. WMI is the Microsoft implementation of Web-based Enterprise Management (WBEM), which is an industry initiative to develop a standard technology for accessing management information in an enterprise environment. Remote WMI connections are made through DCOM.

WMI Namespace Each WMI namespace has a security descriptor, which allows each namespace to have unique security settings that determine who has access to the namespace data and methods.

Page 208: NICE 38933005 Nice Screen Installation Guide Rev A1

208 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying the System Administrator User

Verifying the System Administrator UserThe System Administrator user is the user associated with the Nice SystemAdministrator service. This association is defined when NICE Perform applications are installed on the Applications Server. If you need to verify the identity of the System Administrator user, you check which user is associated with the Nice SystemAdministrator service.

To verify the System Administrator user:

1. On the Applications Server, click Start, and then select Run.

The Run window appears.Figure D-2 Run Window

2. In the Open field, enter services.msc, and click OK.

The Services window appears.Figure D-3 Services Window

3. In the Name column, find Nice SystemAdministrator.

NOTE: In an Active Directory environment, verify that the domain name of the System Administrator user is the same domain as that of the computer, or is a trusted domain.

Page 209: NICE 38933005 Nice Screen Installation Guide Rev A1

209 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Verifying the System Administrator User

4. Verify the name in the Log On As column.Figure D-4 Nice SystemAdministrator in Services Window

This name is the user name of the System Administrator.

User Name

Page 210: NICE 38933005 Nice Screen Installation Guide Rev A1

210 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Adding the System Administrator User to Computers not in an Active Directory Environment

Adding the System Administrator User to Computers not in an Active Directory Environment

The System Administrator user needs to be included on all computers in the NICE system. If you are not working in an Active Directory environment, you need to add this user through the Control Panel, if necessary.

To add the System Administrator user to a computer:

1. From the Start menu, select Control Panel.

The Control Panel appears.Figure D-5 Control Panel

2. In the Name column, double-click Administrative Tools.

The Administrative Tools window appears.

3. Double-click Computer Management.

The Computer Management window appears.

IMPORTANT Before starting this procedure, obtain the user name and password of the System Administrator user. See Verifying the System Administrator User on page 208 to obtain the user name.

Page 211: NICE 38933005 Nice Screen Installation Guide Rev A1

211 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Adding the System Administrator User to Computers not in an Active Directory Environment

Figure D-6 Computer Management Window

4. Expand System Tools > Local Users and Groups > Users.

A list of existing local users appears in the right pane.Figure D-7 Local Users List

5. Verify that the System Administrator user appears in the list. If the user does not appear, proceed to Step 6.

6. Right-click the Users directory, and then select New User.

Page 212: NICE 38933005 Nice Screen Installation Guide Rev A1

212 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Adding the System Administrator User to Computers not in an Active Directory Environment

Figure D-8 New User

The New User window appears.Figure D-9 New User

7. Complete the fields as follows:

• User name: Enter the user name exactly as it appears in the Services window on the Applications Server. See Verifying the System Administrator User on page 208.

• Full name: Enter the first name and last name of the user.

• Description: (Optional) Enter text describing the System Administrator user.

• Password and Confirm Password: Enter the password for the System Administrator user.

8. Clear the User must change password at next logon check box.

Page 213: NICE 38933005 Nice Screen Installation Guide Rev A1

213 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Adding the System Administrator User to Computers not in an Active Directory Environment

9. Click Create.

The System Administrator user appears in the list in the left pane.

10. Proceed to Editing DCOM Permissions on page 214.

Page 214: NICE 38933005 Nice Screen Installation Guide Rev A1

214 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Editing DCOM Permissions

Editing DCOM PermissionsYou edit the DCOM permissions to enable the remote launch and remote activation of WMI queries.

To edit DCOM permissions:

1. From the Start menu, select Run.

The Run window appears.Figure D-10 Run Window

2. In the Open field, enter DCOMCNFG, and then click OK.

The Component Services window appears.Figure D-11 Component Services Window

3. In the Console Root tree, expand Component Services > Computers.

IMPORTANT Before you begin this procedure, you need the System Administrator user name.

Page 215: NICE 38933005 Nice Screen Installation Guide Rev A1

215 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Editing DCOM Permissions

Figure D-12 Component Services Window

4. Right-click My Computer and select Properties.

The My Computer Properties window appears.Figure D-13 My Computer Properties Window

5. Click the COM Security tab.

Right-clickMy Computer

Page 216: NICE 38933005 Nice Screen Installation Guide Rev A1

216 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Editing DCOM Permissions

Figure D-14 COM Security Tab

6. In the Launch and Activation Permissions area, click Edit Limits.

The Launch Permission window appears.Figure D-15 Launch Permission Window

7. In the Group or user names area, verify that the name of the System Administrator user appears, and proceed to Step 9.

8. If the name of the System Administrator user does not appear in the Groups or user names area, complete the following steps:

a. Click Add.

The Select Users, Computer, or Groups window appears.

Page 217: NICE 38933005 Nice Screen Installation Guide Rev A1

217 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Editing DCOM Permissions

Figure D-16 Select Users, Computer, or Groups Window

b. In the Enter the object names to select area, enter the name of the System Administrator user.

c. Click Check Names.

The user name and domain name appear.

d. Click OK.

The Launch Permission window (Figure D-15 on page 216) reappears.

9. In the Group or user names area, select the System Administrator user.

10. In the Permissions for <User> area, in the Allow column, select Remote Launch and Remote Activation, and then click OK. Figure D-17 Launch Permission Window

The COM Security tab (Figure D-14 on page 216) reappears.

11. In the Access Permissions area, click Edit Limits.

Page 218: NICE 38933005 Nice Screen Installation Guide Rev A1

218 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Editing DCOM Permissions

The Access Permission window appears.Figure D-18 Access Permission Window

12. In the Group or user names area, verify that the name of the System Administrator user appears, and proceed to Step 14.

13. If the name of the System Administrator user does not appear in the Groups or user names area, complete the following steps:

a. Click Add.

The Select Users, Computer, or Groups window appears.Figure D-19 Select Users, Computer, or Groups Window

b. In the Enter the object names to select area, enter the name of the System Administrator user.

c. Click Check Names.

The user name and domain name appear.

d. Click OK.

The Access Permission window (Figure D-18 on page 218) reappears.

Page 219: NICE 38933005 Nice Screen Installation Guide Rev A1

219 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Editing DCOM Permissions

14. In the Group or user names area, select the System Administrator user.

15. In the Permissions for <User> area, do the following:

• Verify that Local Access is selected.

• Select Remote Access.Figure D-20 Security Limits Window

16. Click OK.

The COM Security tab (Figure D-14 on page 216) reappears.

17. Click OK to close the My Computer Properties (Figure D-13 on page 215) window.

18. Proceed to Setting Security Permissions through the WMI Control on page 220.

Verify Local Access SelectedSelect Remote Access

Page 220: NICE 38933005 Nice Screen Installation Guide Rev A1

220 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Setting Security Permissions through the WMI Control

Setting Security Permissions through the WMI ControlBy means of the WMI Control, you set security permissions that enable the System Administrator user to remotely access NICE system information.

To set security permissions through the WMI Control:

1. From the Start menu, select Run.

The Run window appears.Figure D-21 Run Window

2. In the Open field, enter wmimgmt.msc, and then click OK.

The Windows Management Infrastructure (WMI) window appears.Figure D-22 Windows Management Infrastructure (WMI) Window

3. Right-click the WMI Control (Local) icon, and then click Properties.

The WMI Control (Local) Properties window appears.

Right-click WMI Control

Page 221: NICE 38933005 Nice Screen Installation Guide Rev A1

221 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Setting Security Permissions through the WMI Control

Figure D-23 WMI Control (Local) Properties Window

4. Expand Root, and select the DEFAULT namespace.Figure D-24 WMI Control (Local) Properties Window

5. Click Security.

The Security for ROOT\DEFAULT window appears.

Page 222: NICE 38933005 Nice Screen Installation Guide Rev A1

222 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Setting Security Permissions through the WMI Control

Figure D-25 Security for ROOT\DEFAULT Window

6. In the Group or user name area, verify that the name of the System Administrator user appears, and proceed to Step 8.

7. If the name of the System Administrator user does not appear in the Groups or user names area, complete the following steps:

a. Click Add.

The Select Users, Computer, or Groups window appears.Figure D-26 Select Users, Computer, or Groups Window

b. In the Enter the object names to select area, enter the name of the System Administrator user.

c. Click Check Names.

The user name and domain name appear.

d. Click OK.

The Security for ROOT\DEFAULT window (Figure D-25 on page 222) reappears.

8. In the Group or user names area, select the System Administrator user.

Page 223: NICE 38933005 Nice Screen Installation Guide Rev A1

223 Appendix D: Enabling Display of NICE System Information in System Administrator

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Setting Security Permissions through the WMI Control

9. In the Permissions for <User> area, in the Allow column, select Execute Methods and Remote Enable.Figure D-27 Security for ROOT\DEFAULT Window

10. Click OK, and then close the Windows Management Infrastructure (WMI) window (Figure D-22 on page 220).

Page 224: NICE 38933005 Nice Screen Installation Guide Rev A1

Blank page for double-sided printing.

Page 225: NICE 38933005 Nice Screen Installation Guide Rev A1

Index

A

agent IDdescription 55for ScreenAgent, silent installation 96

agent username, uniquedescription 55for ScreenAgent, silent installation 96

agent.cfg filedefining branch site 62

ANI 133, 143architecture, NiceScreen 15

Bbranch site

defining in agent.cfg file 62defining in System Administrator 63defining in Users Administrator 62definition 60integration solution 61issues 60

Business Analyzerlocating recording schedules 159

Cchannels pool

creating in System Administrator 123CLS Server

defining IP address for ScreenAgent 81ScreenAgent parameters 106

color reduction to grayscale 54configuration parameters, ScreenAgent 98customizing

ScreenAgent in Master Setup Kit 64ScreenAgent parameters in registry 98

Ddatabase, NiceScreen Logger

location 29Device type ID, Rules Manager Scheduler 144Dialed In

Rules Manager Scheduler 133, 143DNIS 133, 143

Eexpressions, Rules Manager

choosing an operator 148, 154defining a storage rule filter 147, 153

extension IDdescription 55for ScreenAgent, silent installation 96

Ggrayscale, color reduction 54

IIdentification String value 62installation, interactive

ScreenAgent, terminal server 87ScreenAgent, workstation 77

installingNICE ScreenAgent 49NiceScreen Logger 29SAMS server 44SNMP agent 39

Interaction Centerverifying connection 172

LLogger, see NiceScreen Logger

MMaster Setup Kit

creating 64Monitor

verifying screen monitoring 177verifying screen recording and playback 173

multiple NiceScreen Logger sitetesting 180

NNegative recording schedules

creating 150described 131

NICE Performdefining NiceScreen 110

NICE ScreenAgent, see ScreenAgent

Index

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

225

Page 226: NICE 38933005 Nice Screen Installation Guide Rev A1

NiceScreendefining in NICE Perform 110installation workflow 17

NiceScreen Loggerconfiguration parameters 199defining in System Administrator 112installation workflow 20installing 29log severities 42overview 14self-test 171status details 37testing multiple Logger site 180verifying the installation 171

Ooperators, Rules Manager 148, 154

PParticipant CTI Agent Name, Rules Manager

Scheduler 143Participant Department, Rules Manager

Scheduler 143Phone Number

Rules Manager Scheduler 133, 143

QQuality recording schedules

by Interaction 132by Time Interval 138types of, described 131

Rrecording

verifying 173recording schedules, see Scheduler rulesregistration methods

agent ID 55extension ID 55unique agent username 55

registry parametersScreenAgent 98

requirements, systemNICE ScreenAgent 51

Rule typesScheduler 129

Rules Manageropening 134

SSAMS

installing 44

overview 15Report 47

Scheduler rules, Rules Managercycles and timeframes 156filter values defined 133, 143Negative 150phone number 133Quality by Interaction 132Quality by Time Interval 138recording period (recurrence) 156results in Business Analyzer 159sampling 156Selective 142total recording 130types of schedules 130

ScreenAgentconfiguration parameters 98customizing Master Setup Kit 64data rates 197defining in System Administrator 117overview 14registry parameters 98silent installation 94switch data parameters 105system requirements 51terminal server installation 87troubleshooting 195, 197uninstalling 107verifying the installation 172workstation installation 77

Segment type ID, Rules Manager Scheduler 143Selective recording schedules

creating 142described 131

silent installationScreenAgent 94

SNMP agentinstalling 39

SNMP serviceconfiguring 24installing 22

sources poolattaching channels in System

Administrator 127creating in System Administrator 125

storage rules, Rules Managerdefining a storage filter 147, 153

switch data parametersScreenAgent 105

System Administratoraccessing 112attaching channels to sources pools 127

Index

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

226

Page 227: NICE 38933005 Nice Screen Installation Guide Rev A1

creating a channels pool 123creating a sources pool 125defining NICE ScreenAgents 117defining NiceScreen Logger 112enabling display of NICE System

information 205

Tterminal server

interactive ScreenAgent installation 87Total Recording plan schedules 130troubleshooting

ScreenAgent 195Trunk Label, Rules Manager Scheduler 143

Uuninstalling

ScreenAgent 107unique agent username

description 55for ScreenAgent, silent installation 96

VVDN filters for Rules Manager

Schedules 133, 143

Wworkflow

NICE ScreenAgent 50NiceScreen installation 17NiceScreen Logger installation 20

Index

NICE Perform® Release 3.1: NiceScreen Installation Guide (Rev. A1)

227