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NICE PerformRelease 3.2

Design Considerations for NICE Perform Release 3.2December 2009

385A0584-07 Rev. A0

Insight from Interactions

TM

Confidential and Proprietary Information of NICE Systems Ltd.

NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent 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, noncommercial 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 2009 NICE Systems Ltd. All rights reserved.This product is covered by one or more of the following US patents:5,185,780 5,446,603 6,122,665 6,330,025 6,785,369 6,959,079 7,152,018 7,386,105 7,573,421 5,216,744 5,457,782 6,192,346 6,542,602 6,785,370 6,965,886 7,203,655 7,392,160 7,577,246 5,274,738 5,819,005 6,246,752 6,564,368 6,856,343 6,970,829 7,240,328 7,436,887 7,581,001 5,289,368 5,911,134 6,249,570 6,615,193 6,865,604 7,010,106 7,305,082 7,474,633 7,587,454 5,325,292 5,937,029 6,252,946 6,694,374 6,871,229 7,010,109 7,333,445 7,532,744 7,599,475 5,339,203 6,044,355 6,252,947 6,728,345 6,880,004 7,058,589 7,346,186 7,545,803 5,396,371 6,115,746 6,311,194 6,775,372 6,937,706 7,085,728 7,383,199 7,546,173

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.

385A0584-07 Rev. A0

For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: [email protected] APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: [email protected] The Americas Region: (North, Central, South America) Tel: 1-800-NICE-611 Fax: +720-264-4012 email: [email protected] Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: [email protected]

NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: [email protected] United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: [email protected] Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800

All queries, comments, and suggestions are welcome! Please email: [email protected] For more information about NICE, visit www.nice.com

Contents1Design Considerations Overview 15Whats New in Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 List of Terms Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2Servers Deployment Considerations 21NICE Perform Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 SMB Small Medium Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 VoIP Single Box Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 TDM Two Boxes Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Unified Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Semi-Distributed Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Distributed Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

3General Components Considerations 27NICE Interactions Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Screen Logger Sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Online Screen Storage Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Storage Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Design Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Outcome of Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Design Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 5

Storage Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 File Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Storage Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Storage Center Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Network Influence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Calculating the Number of Storage Centers per Site . . . . . . . . . . . . . . . 32 Storage Center Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Issues for Consideration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Telephony Services Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Outcome of Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Telephony Services Server General Considerations . . . . . . . . . . . . . . . . . . 35 Number of Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Telephony Services Server Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 36 Analog and Digital Board Support Prerequisites . . . . . . . . . . . . . . . . . . 36 Telephony Services Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . 37 WAN Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Customer Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Supported Transfer Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Survey Load Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Customer Feedback Considerations . . . . . . . . . . . . . . . . . . . . . . . . . 41 Playback to Extension Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Analog and Digital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Telephony Services Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . . 42 Screen Content Analysis (AKA Desktop Analytics) . . . . . . . . . . . . . . . . . . . 43 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Outcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Supported Deployment Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Screen Content Analysis Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . 44 Screen Content Analysis Agent Limitations . . . . . . . . . . . . . . . . . . . . . . . . . 44 Platform/Environment Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Capturing Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Data Extraction Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 6

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Outcome of Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 NICE Stream Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Microsoft Windows Media Services (WMS) Streaming Server . . . . . . . . . . . 46 Supported Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Network Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Local Storage Space Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 WMS Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Active and Passive VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Active VoIP Logger Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Passive VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Passive VoIP Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Recording Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 NICE Sentinel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 NMS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 VRA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Network Embedded Logger (NEL) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Supported Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

4Applications 57Applications Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 7

Applications Response Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Business Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Evaluations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Player Client Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Clip Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Playback to Extension Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 No Support for CDR Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Screen-Only Recording Clips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Rules Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

5Computer Telephony Integrations Policy 69CTI Combinations Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

6Interaction Analytics 71Server Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Analysis Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Analysis Type Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Word Search - Storage Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Transcription - Storage Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Analysis from EMC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd.

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7ScreenAgent 77NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Capture Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Hooking vs. Scraper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Capture Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Performance Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 ScreenAgent in Citrix and Terminal Server . . . . . . . . . . . . . . . . . . . . . . . . . 81 When to Use? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 NAT/PAT Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Registration to Multiple Interactions Centers . . . . . . . . . . . . . . . . . . . . . . . . 82 Why Use this Configuration? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Examples of Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Constraints and Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Resiliency Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Registration Failures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 LAN/WAN Disconnections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 ScreenAgent Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Installation Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 ScreenAgent Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

8Scalability 87Usage Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Single Data Hub and Linked Data Hub Considerations. . . . . . . . . . . . . . . . . 89 System Scale Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Universal Component Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 9

Playback Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Telephony Services Server Scale Figures . . . . . . . . . . . . . . . . . . . . . . . 93 Interactions Center Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Storage Center Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Screen Content Analysis Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . 97 Data Mart Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Content Analysis Server Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . 98 NICE Sentinel Server Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Loggers Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 NiceScreen Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Logger Resiliency Chains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Usage Per Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 SMB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Interaction Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Quality Management / Quality Optimization Enterprise (CC) 32-bit . . . 113 Quality Management / Quality Optimization Enterprise (CC) 64-bit . . . 117 Interaction Analytics / Analytics-Based Quality Optimization Enterprise (CC) 64-bit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

9Deployment Configurations 121Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Single Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Centralized Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Distributed Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Centralized Active VoIP Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Distributed Voice Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Survivable Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Multi Linked Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 10

When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

10Resiliency Options 135Resiliency Options Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Database (DB) Cluster. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Applications Server Cluster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Interactions Center Cluster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Storage Center Redundancy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Voice Recording SIP Proxy (VRSP) Redundancy Architecture . . . . . . . . . 140 Motivation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Deployment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 VRSP Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 TDM Loggers N+1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 VoIP Loggers N+1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Passive VoIP Loggers 1:1 Software System (Duplicate Recording) . . . . . 142 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Branch Recording Survivability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Disk Space Calculation Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Total Recording Solution (TRS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 TRS Supported Environments: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 TRS Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 NIC Teaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Disaster Recovery (DR) Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 11

Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 General Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Prerequisites for SQL Mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Prerequisites for Other Replication Technologies . . . . . . . . . . . . . . . . . . . 145 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Data Mart Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

11Network Considerations 147Free Bandwidth Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Bandwidth Calculation Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Calculating the Required Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Latency Between Interactions Center and CTI Server . . . . . . . . . . . . . . . . 157 Optimization Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

12Active Directory Integration 161Active Directory Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Prerequisites for Active Directory Authentication . . . . . . . . . . . . . . . . . . . 162 Active Directory Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

13Media Encryption Solution 165Media Encryption Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Solution Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Support in Multi Data Hub Environments . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Threats to the Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Media Encryption Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 12

Screen Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Content Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Media Encryption Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 ScreenAgents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Microsoft Windows Media Services (WMS) Streaming Server . . . . . . . . . . 169

14Virtualization 171Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

15Additional Requirements 173NAT/PAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Hardening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Index

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1Design Considerations OverviewThis manual describes the design considerations for NICE Perform Release 3.2.

ContentsWhats New in Release 3.2............................................................................................. 16 List of Terms Used.......................................................................................................... 17

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Whats New in Release 3.2

Whats New in Release 3.2 Updated system limitations in environments where multiple Interactions Centers are connected to the same physical switch. See page 28. Added Screen Logger Sharing on page 29. Added NICE Sentinel on page 51. Added Analysis from EMC on page 75. Voice archiving figures were updated. See Table 8-4:Storage Center Scale Figures on page 96. Number of channels in Interaction-based SIP based Active VoIP Loggers requires NICE approval. See Table 8-9:Loggers on page 100. Unified configurations with Interactions Package figures were updated. See Table 8-13:Interaction Package on page 112. Voice archiving figures in WAN environment were updated. See Table 11-4:Latency Limitations per Component on page 156.

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List of Terms Used

List of Terms UsedTable 1-1: List of Terms Term / Acronym Call Rate Explanation / Definition Number of complete calls that are handled by specific components in the system (Interactions Center, Database and so on).

Content Analysis Server A component that provides audio processing and searching services for NICEs Interaction Analytics solutions. This general term may refer to several types of servers, including Phonetics Indexing Server, Transcription Server and Word-Spotting Server. Branch Data Center A local office in the customer's organization. Usually includes agents/users with telephones and desktops. A facility used to house mission critical computer systems and associated components, which may include telephony system equipment and mass storage infrastructure. Basically, any site that the customer would consider a data center. A combination of NICE Perform Applications Server and Database at the same site. This term replaces what was previously referred to as NICE site. DataMart The NICE Perform Data Mart serves as a centralized repository for information, providing a single, unified data source for reporting and data access. Database Disaster Recovery Windows Media Digital Rights Management (DRM) is a proven platform to protect and securely deliver content for playback on computers, portable devices, and network devices. The latest version offers increased flexibility to support a wide range of business models that provide consumers even greater access to protected audio and video content. Encrypting File System A third party mass storage device. Currently the Storage Center supports the following ESM devices:

Data Hub

DB DR DRM

EFS ESM

EMC2 Centera - integrated through SDK IBM Tivoli (TSM) - integrated using client SAN/NAS - direct integration

Note: Refer to Storage_Center_Install.pdf for supported SDK/Client versions. Force Delete The maximum duration that data is retained on storage.Chapter 1: Design Considerations Overview NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 17

List of Terms Used

Table 1-1: List of Terms (Continued) Term / Acronym HMP IA IC Interaction-based Recording KSM Linked/Multi Data Hub Explanation / Definition Dialogic Host Media Processing (HMP) Software performs media processing tasks and converged telephony applications. Interaction Analytics Interactions Center Start/stop recording based on CTI information. Key Storage Manager A combination of multiple NICE Perform Data Hubs in primary and secondary configuration. This term replaces what was previously referred to as NICE Multi-site. Multi-site NPR3.2 PBOL Recording types Any NICE Perform deployment that supports multiple interconnected sites. NICE Perform Release 3.2 Playback On LAN

Interaction-based recording: Start/stop recording is performed based on CTI information. Total recording: The Logger is always recording (CTI independent), and works with static mapping only.

Retention SA SAMS Site

The minimum amount of time the archive data is required to exist in storage. ScreenAgent ScreenAgent Management System Any geographical location which a customer might refer to as a site. This may refer to any branch, data center, isolated site or site which is part of a multi-site network that offers central administration. A site may include agents/users. Sources are always associated to the same recording channels. A logical collection of physical storage locations. Retention settings are defined on a storage group. However, they do not apply to ESM devices. A physical storage area. Time Division Multiplexing VoIP Recording AgentChapter 1: Design Considerations Overview 18

Static Mapping Storage Group

Storage Unit TDM VRG

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List of Terms Used

Table 1-1: List of Terms (Continued) Term / Acronym WMS Explanation / Definition Microsoft Windows Media Services

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2Servers Deployment ConsiderationsThe purpose of this chapter is to provide a list of optimization and design consideration points for the NICE Perform solution.

ContentsNICE Perform Components ........................................................................................... 22 SMB Small Medium Business..................................................................................... 24 Unified Server Deployment............................................................................................ 25 Semi-Distributed Server Deployment ........................................................................... 26 Distributed Deployment ................................................................................................. 26

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NICE Perform Components

NICE Perform ComponentsFollowing are short descriptions of the NICE Perform building blocks:Applications Server

The Applications Server is the main server to which all clients connect when running NICE applications. Various processes and services run to control the operations performed by users and to provide the functions requested.VoIP Logger

The VoIP Logger provides VoIP recording solutions to customers that are deploying IP telephony networks. Audio is recorded to the hard drive of the Logger for short term playback capability.TDM Logger

The Logger is a digital/analog voice logging system. Loggers continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for short term playback capability.Interactions Center (IC)

The Interactions Center controls the recordings which are performed by the capture unit. It receives call information from the CTI server through the CTI driver.Database (DB) Server

The Database Server holds call information and administrative information.Data Mart

The Data Mart consolidates the reporting information from multiple sites and DBs.Telephony Services Server

The Telephony Services Server is an optional server that enables performing Playback to Extension (instant callback), implements NICE Customer Feedback (NIF) and creates clips.Storage Center

The Storage Center archives the audio and screen data from the capture units to the storage device for long term storage.Screen Content Analysis (aka Desktop Analytics Servers)

The Screen Content Analysis Server captures screen information from the agent's screen for analysis, tags calls, Starts/Stops recording calls (voice and screen) according to different screen events. Screen Content Analyis requires client installation on the agent's PC.

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NICE Perform Components

NiceScreen Logger (MML)

NiceScreen Logger enables you to record and play back the agents screen activity synchronized with its corresponding voice recording.Content Analysis Server

The Content Analysis Server performs the following audio analysis functions:

Talk over analysis Emotion detection Word Search Transcription

Stream Server

The Stream Server is an optional server that resolves problems of streaming media from the media source. There are two types of Stream Servers:

NICE Stream Server Microsoft Windows Media Services (WMS) Streaming Server

NICE Sentinel

NICE Sentinel is an easy-to-use tool for monitoring NICE Perform availability, faults and performance in real-time. The tool ensures that system administrators have access to necessary system performance and availability information in order to alert and correct any system issue before losing functionality or valuable data.NMS Server

The Network Management System (NMS) Server is responsible for monitoring and alarming tasks. CA NMS Server will be obsolete during Q1 2010 after the Sentinel GA.VRA (VoIP Recording Agent)

A capturing module which is installed on a desktop in order to supply recording capabilities of remote agents. The VRA ensures that voice activity from IP phones is captured and forwarded to a VoIP Logger.

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SMB Small Medium Business

SMB Small Medium BusinessSolution for small to medium contact centers with up to 100 seats.

VoIP Single Box SolutionThis is a software-only solution for VoIP integrations.Figure 2-1 VoIP SMB (Single Box Solution)Database Server Applications Server Interactions Center Storage Center VoIP Logger NICE Sentinel / NMS ScreenAgent (Telephony Services) (Data Mart) (Stream Server)

Single Box Limitations

You cannot back up both SQL data and voice to tape on the same machine. The solution in these cases is to back up data to the network. Media Library must not be installed on the SMB Server, the VoIP Logger or the NMS Server. In this configuration, it must be installed on a different client machine. NICE Sentinel/NMS must be installed on a separate server.

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Unified Server Deployment

TDM Two Boxes SolutionThe TDM solution includes one box for voice logging and a second box for other software components.NOTE: SMB is a marketing offer, and the Two Boxes Solution is identical to the Unified server deployment according to the servers.Figure 2-2 NiceLog SMB Two Box SolutionDatabase Server Applications Server (Telephony Services) Interactions Center (Data Mart) Storage Center (Stream Server) NICE Sentinel / NMS ScreenAgent NiceLog

Unified Server DeploymentNICE Perform delivers a powerful and flexible solution. Many organizations can address all their capacity requirements with a single server. In this deployment, the server runs all the Applications and Interactions services. The Logger runs on a dedicated server.Figure 2-3 Unified Server DeploymentDatabase Server Applications Server Interactions Center Storage Center NICE Sentinel / ScreenAgent NMS (Data Mart) (Telephony Services Server) (NiceScreen Logger) (Screen Content Analysis Server) (Stream Server)

NiceLog/VoIP

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Semi-Distributed Server Deployment

Semi-Distributed Server DeploymentYou can deploy NICE Perform on a Semi-Distributed server configuration to free the Interactions Center from the Database Server, NiceScreen and Applications tasks.Figure 2-4 Semi-Distributed Server Deployment(Data Mart) (Telephony Services Server) Database Server Storage Center NICE Sentinel / NMS ScreenAgent NiceLog/VoIP (NiceScreen Logger) (Stream Server) Applications Server (Screen Content Analysis Server)

Interactions Center

Distributed DeploymentYou can deploy NICE Perform on multiple servers to address the performance, scale, and high-availability needs of very large organizations.Figure 2-5 Distributed EnvironmentNiceLog/VoIP NICE Sentinel / NMS Storage Center Applications Server Data Mart Interactions Center Screen Loggers

Content Analysis Server

Database Server

Telephony Services Server

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3General Components ConsiderationsThe purpose of this chapter is to provide a list of optimization and design consideration points for general components of the NICE Perform Server solution.

ContentsNICE Interactions Center ............................................................................................... 28 NiceScreen Logger ......................................................................................................... 29 Storage Center ................................................................................................................ 30 Telephony Services Server ............................................................................................ 34 Screen Content Analysis (AKA Desktop Analytics) ....................................................43 Stream Server ................................................................................................................. 46 Active and Passive VoIP Logger ................................................................................... 48 NICE Sentinel ..................................................................................................................51 NMS Server .....................................................................................................................52 VRA .................................................................................................................................. 53 Network Embedded Logger (NEL) ................................................................................ 54

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NICE Interactions Center

NICE Interactions CenterThe following functionality is not supported or partially supported in environments where multiple Interactions Centers are connected to the same physical switch:

Monitor - Supported. Missing functionality: Record Next, Record All and Record block of time. Feedback - Only last agents correlation is supported. Requires NICE approval. IP phone - not supported. Screen Content analysis - not supported. BSF\SDK - not supported.

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NiceScreen Logger

NiceScreen LoggerScreen Logger SharingMultiple Interaction Centers can control the same NiceScreen Logger by dividing the overall channel capacity into channel pools. For the number of Interaction Centers, see Table 8-9:Loggers on page 100.Figure 3-1 Screen Logger Sharing

Limitations All Interactions Centers must be part of the same Data Hub.

Online Screen Storage CalculationScreen Data Rate (SDR) ~ 120 Kbit/sec (ETA must be used) which are ~ 15 Kbyte/secTo calculate the online Screen Storage hours:

SDR x 60 seconds x 60 minutes = Kilo Byte required for 1 hour of Screen storage required of NiceScreen LoggerEXAMPLE:

15x60x60 = 54,000 KByte per hour With 146G HD when using a commercial server 146G data space = 153,092,096 KByte 153,092,096/54,000 = 2,835 hours of online storageChapter 3: General Components Considerations NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 29

Storage Center

Storage CenterThe Storage Center archives the audio and screen data from the capture units to the storage device.

Design FlowDiscovery Questions What is the storage type (ESM/NAS/Local File System)? How long is the archiving window (hours)? What is the retention period (months)? What is the required archiving volume per day (GB)? What is the average call length (minutes)? Network diagram includes latency (milliseconds), and components deployment, especially location of the Database. Is redundancy required?

Outcome of Discovery QuestionsThis section describes the parameters needed for calculations. The values are based on the answers to the Discovery Questions and on the considerations listed below:

Number of required Storage Centers Location of Storage Center Redundancy design

Design ConsiderationsStorage SizeThis value must be calculated by the SCCalculator utility only!

File SizeFor speaker separation environment, the file size must be multiplied according to the following factors:Environment TDM VoIP - with silent suppression VoIP - without silent suppression Factor 1.2 1.6 2.0

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Storage Center

Storage TypeSelect the storage type according to the following: EMC2 Centera Select EMC2 Centera when the following apply:

The customer specifically requests it. Retention must be enforced for compliance.

IBM Tivoli The Storage Center cannot archive to multiple TSM Servers. The customer specifically requests it.NOTE: The enforce retention feature is not supported with IBM Tivoli.

SAN/NAS or Local File System It is recommended to use SAN since it provides a robust solution with scalability. If SAN does not exist, use the local file system as a shared network path.NOTE: Consult with a SAN vendor for additional technical considerations (for example, the acceptable distance between the SAN and the Storage Center, since they are connected by a physical cable).

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Storage Center

General ConsiderationsStorage Center LocationIt is recommended to locate the Storage Center as close as possible to the Database. This applies to a Single Data Hub or a Multi Data Hub deployment.

Network InfluenceNetwork performance has a major influence on Storage Center archiving capacity and playback capability.Latency Influence

For a list of latency figures, see Table 11-4: Latency Limitations per Component on page 156.Bandwidth

In Distributed environments, where there is WAN between the Storage Center and the Logger or the Storage area, the required bandwidth must be calculated according to the archiving rate and compression. For a list of needed bandwidth values for Voice and Screen archiving, see Table 11-1: Values for Elements Used in Free Bandwidth Calculation on page 148.

Calculating the Number of Storage Centers per SiteWhen calculating the number of Storage Centers required per site, the following requirements should be considered:

Number of playback connections (including IA - see Table 8-1:Playback Scale Figures on page 91 for values) Archiving capacity Archiving windows

The calculations are:

RequiredArchivedDataPerDay RequiredSCsForArchiving = -------------------------------------------------------------------------------------------------------------------------------SCArchivingCapacity ArchivingWindow 0.7 RequiredSCsForSite = RequiredSCsForPlayback + RequiredSCsForArchiving

NOTE:

The formula takes into account a 30% factor, to overcome temporary backlogs.

Storage Center RedundancyThe Storage Center supports N+N chains (for example, for each archiving rule, primary Storage Center and backup Storage Center can be configured).

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Storage Center

NOTE: It is mandatory to verify that the backup Storage Center is capable of fully handling any associate primary Storage Center failure.

Issues for ConsiderationStarting from SP4, load balancing between Storage Centers in one Data Hub is supported. Locate selects the next Storage Center from the Locate order list every five minutes. This means that it is possible to add more Storage Centers to the Data Hub and get a larger number of concurrent playbacks. In a Multi Data Hub configuration, each Data Hub can have its own Locate order; each Data Hub can reach its limitation. Storage Center archiving depends on network connectivity to the Primary Data Hub Database. If there is a network disconnection between the Storage Center and the Primary Database, archiving stops. After the network is restored, archiving continues.

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Telephony Services Server

Telephony Services ServerThe Telephony Services Server is an optional server which must be installed in Data Hubs for the following purposes:

Playing back and listening to interactions on a telephone extension using applications such as ROD, Business Analyzer, Monitor, and so on. Customer Feedback - an IVR-based survey tool that automatically gathers customer feedback at the end of the call. Creating Clips (in the Business Analyzer application).NOTE: The same Telephony Services Server can be used for NIF, playback and for creating clips. NOTE: Playback to speakers on a user workstation does not require a Telephony Services Server.

Discovery Questions Playback to Extension and/or Customer Feedback required? Playback to Extension

Number of concurrent playback to extensions.

Customer Feedback Number of concurrent Customer Feedback. Automatic or Manual routing (Automatic routing can be offered in Avaya environment only, see the NICE Perform 3.2 IDD for Customer Feedback certified environments).

PBX and CTI - type and version. Calls configuration: Do most of the calls stay on the same switch? Or is there transfer between customer sites? Analog, Digital or IP (IP for Playback to Extension is supported from NPR3 SP2, and is supported from NPR3 SP4 for Customer Feedback). IP: H.323 or SIP? See the NICE Perform 3.2 IDD for supported PBX and CTI versions. Analog: Number of slots (up to 3 boards per server). For specifications, see the Certified Servers Guide. Digital: Number of slots (maximum number of slots must not be exceeded). For specifications see Certified Servers Guide. Digital: Only ISDN trunk type is supported. Deployment configuration:

Single or Multi Data Hub deployment.Chapter 3: General Components Considerations 34

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Telephony Services Server

Multi Interactions Centers in a Single Data Hub. Multi PBXs configuration in a Single Data Hub.

Voice comment - calculate the required storage in the Database.

Outcome of Discovery Questions Required number of ports. Port type (Feedback or Playback). Required number of Telephony Services Servers. Telephony Services Server deployment.

Telephony Services Server General ConsiderationsNumber of Ports Customer Feedback and Playback to Extension are supported on the same machine with up to three options:

Using analog cards for both operations. Using HMP E1/T1 boards for Playback to Extension along with the new DIVA boards. Using HMP IP for both operations along with the new DIVA boards.

Number of required ports for each function must be calculated according to the required concurrent operation (Playback to Extension and Customer Feedback). Multiple Telephony Services Servers per Data Hub can be used if the number of ports do not meet the requirements.

Feedback ports calculation:

Number of ports = (Number of seats x sampling rate x percentage of answer rate x Average survey duration) / (average call duration)EXAMPLE: (300 seats x 50% sampling x 5% answer rate x 2 minute survey duration) / (3

minutes average call duration) = 5 ports

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Telephony Services Server

Telephony Services Server ConnectivityDigital Board Support

Supported PBXs are detailed in the NICE Perform 3.2 IDD. Integration with additional PBXs can be approved with ARO on a commitment basis. Supported digital boards are detailed in the Certified Servers Guide.NOTE: A new Telephony Services Server installation must use HMP based boards.

Analog Board Support

Supported PBX's are detailed in the NICE Perform Release 3.2 IDD. Verify with the customer how many analog ports can be added to the switch to cover all concurrent calls. (There are cases where the customer will need to add new shelves on the switch and analog boards).

IP (Standard SIP or H.323)

PBXs that support IP (standard SIP or H.323) are detailed in the NICE Perform 3.2 IDD. Playback to Extension supports both H.323 and SIP Connectivity (see supported PBXs in the NICE Perform 3.2 IDD). Software only solution.

Analog and Digital Board Support Prerequisites Dialogic boards are installed on the Telephony Services Server and are physically connected to analog/trunk ports on the switch. Analog/trunk ports must be available on the switch.Figure 3-2 Analog/Digital Board Connection

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Telephony Services Server

Telephony Services Server DeploymentSingle Data Hub Supported Configuration

Multiple PBXs connected to a single NICE Interactions Center:

One Telephony Services Server can be used. Analog/Digital ports of each switch must be defined and physically connected to the Telephony Services Server. The Telephony Services Server is connected to multiple PBXs, where all the PBXs can dial to the agent's phone.Figure 3-3 Telephony Services Server in SIngle Data Hub Configuration

Multiple PBXs with connectivity.

There is connectivity between the PBXs. It is possible to define a dial plan and to establish a connection between PBX A and PBX B.Figure 3-4 Telephony Services Server with Multiple PBXs

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Telephony Services Server

NOTE: If there are two PBXs in two different geographical locations with no connectivity between them, two Telephony Services Servers must be deployed (one for each PBX). Multi Data Hub Supported Configurations

Multi Data Hub configuration is supported.Figure 3-5 Telephony Services Server in Multi Data Hub Configurations

WAN Considerations Best utilization: Telephony Services Server remotely dials to the extension (instead of streaming from the remote media source to the local Telephony Services Server). This means configuring the Telephony Services Server to reside close to the media source.

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Telephony Services Server

Advantage for IP environments: The audio packets have high priority in the router (better performance). It is highly recommended to implement Quality Of Service (QoS) policy on the network to assure best priority to VoIP packets = voice quality. Recommended configuration:Figure 3-6 Recommended Configuration for Telephony Services Server

The following configuration is recommended only if the telephony traffic between the sites is costly, and the customer is willing to take a narrowing of bandwidth in network utilization.

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Telephony Services Server

Figure 3-7

Alternate Configuration for Telephony Services Server

NOTE: Streaming can be done directly from the Logger or through the Applications Server.

Customer FeedbackSupported Transfer MethodsAvaya Automatic Routing

Customers are prompted by the switch to stay on line after the call for a non-mandatory short survey. The customer waits until the agent hangs up and then is automatically transferred to the Customer Feedback system. The Switch must be configured with the proper settings on the switch (see the Customer Feedback Setup Guide) Advantages:

The agent is not aware of being surveyed.Chapter 3: General Components Considerations 40

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Telephony Services Server

Sampling can be done through switch programming.

Manual Transfer

At the end of the call, the agent asks the customers if they would like to fill a short survey and then transfers the customer to the Customer Feedback system. Advantages:

The agent can transfer the call directly to specific surveys using a specific hunt group number. Installation with no change to the switch configuration.

Semi-Automatic

The customer implements the transfer.

Survey Load OptionsRegardless of the transfer type, the feedback server supports loading the survey using three different methods:

DTMF Signalling - normally used with Automatic Routing, but can be implemented in other methods as well. CTI - load by DNIS or phone number fields of the CTI information. Business Data - can be used with any pre-configured Business Data field.

For further details see Telephony Services Server Installation Guide and Customer Feedback Setup Guide.NOTE: It is the customers responsibility to ensure that the switch provides the necessary data for the survey loading (DTMF/Business Data/CTI).

Customer Feedback Considerations Surveys and prompts must be configured separately on each Telephony Services Server. Analog supported Environments are detailed in the NICE Perform Certified Servers Guide. SIP environments are supported from NPR3 SP4. See NICE Perform Release 3.2 IDD. Solution for non-certified PBXs and CTI Servers can be approved with ARO on a commitment basis. All Calls recording for Voice is recommended. There is no recording initiation based on customer willingness to take a survey. In an Automatic Routing environment, internal calls cannot be surveyed. Calls that pass through the Contact Center IVR system are considered internal calls and cannot be surveyed. Voice comments:

Feedback comments are stored as blobs in the Database.Chapter 3: General Components Considerations 41

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Telephony Services Server

Required disk space must be calculated. NPR3.1: Voice comments are supported with the following:

G.729 compression, which generates ~ 560 Kbit for one minute of audio. G711 compression, which generates ~ 4000 Kbit for one minute of audio

Playback to Extension ConsiderationsAnalog and Digital IP Telephony Services Server IP integration requires switch resources with either H.323 or SIP connectivity available. Multi PBXs connectivity is not supported.NOTE: IP Playback to Extension is the best practice. This solution is a software-only solution which means an easier upgrade.

Physical connection between the Telephony Services Server and the switch is required.

Telephony Services Server Limitations Failover between Telephony Services Servers is not supported. Customer Feedback.

Calls that are transferred between drivers may result in problems with agent correlation. Customer Feedback cannot be used as a standalone solution. Environments with predictive dialers and outbound calls are not supported. Screen/Voice recording of surveyed interactions is not available unless they are recorded by QM rules or by all calls screen/voice recording.

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Screen Content Analysis (AKA Desktop Analytics)

Screen Content Analysis (AKA Desktop Analytics)Screen Content Analysis enables you to:

Collect screen activity information. Extract content of UI elements to the Database, based on events that take place on the agent's screen. Create interactions based on screen activity. Create recordings based on screen activity. The agent's voice and/or screen can be captured whenever a specific event takes place.

Discovery QuestionsScreen Content Analysis load:

Notification - How many events are reported to the Screen Content Analysis Server by all the Screen Content Analysis Agents (per second)? Recording initiation - How many recordings is Screen Content Analysis Server expected to initiate (per second)? Interaction initiation - How many interactions is Screen Content Analysis Server expected to initiate (per second)?

Agent identification - Does the agent have a unique OS user name? Application compatibility - Supported UI applications used by agents.NOTE: For all required triggers: Data capture must be tested using the Screen Content Analysis Demo/Tester.

OutcomeScreen Content Analysis Server deployment (network considerations).

Supported Deployment ConfigurationsScreen Content Analysis Server Deployed near the Applications Server + DB

The advantages include:

Configuration which is stored in the Database, is always reachable. In case the Database/Applications Server is not reachable:

Failures in the Screen Content Analysis Agent may occur when agents log in to the workstation. Attributes will be buffered and inserted into the Database when the connection is restored (server buffer is limited by disk space).

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Screen Content Analysis (AKA Desktop Analytics)

Screen Content Analysis Server Deployed near the NICE Interactions Center

The advantages include:

No latency for Interactions created by the Screen Content Analysis Server. No latency for Recordings created by the Screen Content Analysis Server. For latency considerations, see Table 11-4: Latency Limitations per Component on page 156.

Screen Content Analysis Agent remotely from Screen Content Analysis Server:

If the Screen content Analysis server is down or an agent is disconnected from the server, the attributes will be buffered and will be inserted to the Database later on. Agent buffer is limited to 1000 notifications. For latency considerations, see Table 11-4: Latency Limitations per Component on page 156.

Multi Data Hub environment:

Creating/Editing/Deleting events via the Screen Content Analysis Manager in the secondary Data Hub is dependant on the Screen Content analysis sever and the Database availability in the primary Data Hub.

Screen Content Analysis Server Limitations One Screen Content Analysis Server is supported in a Data Hub. Scheduler: Recording schedules cannot be specified for interactions initiated by Screen Content Analysis only. Block Recording: Block recording is not supported. Recording action can take place only if open interaction exists. Screen Content Analysis Server recognizes Screen Content Analysis Agents via OS Login names only. Screen Content Analysis Server cannot recognize Screen Content Analysis Agents by mapped extensions. In a site which records all interactions for Compliance purposes, Screen Content Analysis should not be implemented.

Screen Content Analysis Agent LimitationsPlatform/Environment Limitations Terminal Emulators are not supported: Values cannot be extracted (Screen Objects) and activity cannot be captured (Trigger Objects) from applications running on Terminal Emulators (For Example: Terminal Emulators TN3270 or TN5250).Chapter 3: General Components Considerations NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 44

Screen Content Analysis (AKA Desktop Analytics)

HTML pages are not supported: values cannot be extracted (Screen Objects) and activity cannot be captured (trigger object) from HTML pages. Citrix:

A Screen Object client action can be performed only when a trigger was captured. This means that if a trigger was captured by the Citrix published application, the Screen Object value can only be taken from the Citrix published application window. If a trigger was captured by the local desktop, the Screen Object value can only be taken from applications on the local desktop. For server actions the Citrix published application and the local desktop are considered as two different sessions. This means that an interaction or recording, started by the local desktop, cannot be stopped by a Citrix published application and vice versa.

Capturing Limitations Double-clicking: Double-clicking mouse Triggers are not supported. All single-clicking mouse Triggers are supported. Microsoft Access: In Microsoft Office Access application, the triggers types Selection Changed and Item Selected are not supported. DPI Limitations: If an object is defined with specific system DPI settings, the Trigger may not be supported if the system DPI settings are changed.

Data Extraction Limitations Value of a captured object: The value of a captured object cannot be larger than 4000 characters due to a Database limitation. Microsoft Outlook: In MS Outlook, the following values cannot be extracted (Screen Objects): Email addresses (To field, Cc field and Bcc field) and the email content. Values extracted from hidden objects: Values cannot be extracted (Screen Objects) if the top-left corner of the object is hidden by another element. This limitation does not apply to HTML pages. Capturing objects as a window/menu closes: In some cases, values cannot be extracted (Screen Objects) and activity cannot be captured (Trigger Objects) if the activity takes place at the moment a window/menu closes. Here are some examples: You want to extract the value from a text field after an agent types a value, however, after the agent types a value, the agent clicks Submit and closes the window. You want to capture the action of an agent clicking OK, but that action closes the window. You want to capture the action of an agent double-clicking a menu option, but that action immediately closes the menu. Data extraction from tables: Values cannot be extracted (Screen Objects) from a cell in a table, such as Microsoft Excel. (HTML tables are supported.)

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Stream Server

Stream ServerThe Stream Server is an optional server which can be added to a Data Hub in order to resolve problems of streaming media from the media source. The NICE Stream Server enables you to stream any relevant media from either a Single Data Hub or Multi Data Hubs, from either a local or remote location. Two types of stream servers are available, each targeting a different problem:

NICE Stream Server resolves situations where the media has to cross firewalls in order to allow playback. Microsoft Stream Server resolves situations where the WAN quality does not allow playback using conventional methods.

Discovery Questions Number of concurrent playbacks Network Topology

Firewall Bandwidth Latency

Outcome of Discovery Questions Whether to use Stream Server Number of Stream Servers NICE Stream Server or Microsoft Stream ServerNOTE: For more information, refer to the Certified Servers Guide for the Stream Server hardware specifications.

NICE Stream Server Deployment The NICE Stream Server is installed on the Applications Server and set to Disabled by default. Single Data Hub can have multiple NICE Stream Servers for scalability reasons.

Microsoft Windows Media Services (WMS) Streaming ServerIn environments where Stream Server is located at a remote Data Hub, or if the connectivity between the client machines and the Loggers/Storage Centers/Media Sources is poor, Windows Media Server streaming is the best streaming option.

In order to resolve WAN issues, a Microsoft Windows Media Services (WMS) Streaming Server should be located as close as possible to the media source.Chapter 3: General Components Considerations 46

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Stream Server

Supported Protocols Streaming protocols that can be used are:

RTSPT - Default protocol (port 554 must be opened) HTTP - Firewall tolerance (default port is 80)

Network ConsiderationsMicrosoft Stream Server is recommended when Latency > 50 ms. When Latency exceeds 150 ms, the response time of Player is affected.

Local Storage Space Considerations Using the Microsoft Windows Media Services (WMS) Streaming Server require Storage Space which will be used for ASF files encoding.

1 minute of voice requires 400 KB 1 minute of screen requires 1000 KB 1 minute of screen + voice requires 1400 KBNOTE: Encoded ASF files can be reused for another Playback request (saving the need to encode the recordings again). Therefore it is recommended to calculate the storage space size according to the common query period that the users define in the site.

Deployment The Microsoft Windows Media Services (WMS) Streaming Server must reside on a separate server Each additional Microsoft Windows Media Services (WMS) Streaming Server requires installation on a dedicated server.NOTE: The Microsoft Windows Media Services (WMS) Streaming Server consumes a large amount of CPU, and it will work on 100% of CPU while the encoders are working (the CPU will be at 100% after 3 to 4 concurrent savings).

Prerequisites Using DRM to encrypt the communication between the client and the server requires the customer to sign an agreement with Microsoft. This is described in the Stream Server Installation Guide.

WMS Limitations When opening the player in a Dual monitor environment the screen stays black if the player is opened on the primary screen.Chapter 3: General Components Considerations NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 47

Active and Passive VoIP Logger

If two or more screens are used on site, note that the Playback Screen is limited to 2000 x 2000 resolution.

Active and Passive VoIP LoggerThis section discusses the Design Considerations of the Active and Passive VoIP Logger.

Active VoIP Logger Limitations Alcatel IP DR-Link OXE mode up to version 8.01 can support up to 16 VoIP Loggers (including the spare Logger for N+1). Alcatel IP DR-Link OXE mode higher than version 8.01 can support up to 240 VoIP Loggers (including the spare Logger for N+1).

Passive VoIP LoggerThe Passive VoIP Logger enables recording in a VoIP environment using mirroring.

Passive VoIP Recording The RTP packets of a call are sent to the IP address of an IP phone or gateway. To record a VoIP call, the Logger needs a replica of these packets. In Passive VoIP Recording, the replica is generated by the network switches. Mirroring is used on a network switch to send a copy of the packets which passed one or multiple ports (source) to other port/s (destination or monitor). The Passive VoIP Logger is connected to a destination port of a mirroring session configured in the network switches.Passive VoIP Recording

Figure 3-8

NOTE: Some IT professionals refer to mirroring process as sniffing.Chapter 3: General Components Considerations NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 48

Active and Passive VoIP Logger

DeploymentsMirroringIn Passive VoIP Recording, mirroring is possible on:

Phones - recording of all calls. Gateway and Conference bridge - recording only external calls and conference calls.NOTE: When internal call recording is required and mirroring phones is not feasible, an alternative is to set the telephony system to force internal calls to be routed through the gateway. This solution uses high network and gateway resources, and therefore is not recommended.

Recording ModeTotal Recording

The preferred solution is to mirror for each Logger. Mirroring should be performed only for extensions that are recorded by the Logger. The best way is to define VLAN on a group of phones which will be recorded by a specific Logger and then perform VLAN mirroring.Interaction-based Recording

There is a trade off between recording channels per Logger and background traffic. The background traffic is higher in direct proportion to the number of mirrored phones. Higher background traffic can reduce the number of supported channels, since the Logger spends processing resources on filtering.Gateway Based Logger Allocation

One of the ways to deal with background network traffic is to use gateway-based Logger allocation and to record calls that enter from a specific gateway to a specific Logger. This method is supported only in Interaction-based Recording. With gateway-based Logger allocation, it is possible to influence the Interactions Center's choice of recording Loggers (every group of Loggers views a group of gateways).

LimitationsThe replica of the RTP packet is identical to the original packet. Not only is the payload the same, but also the original source and destination IP addresses. Thus, the replicated RTP packets cannot be transferred by the network's switching and routing. The Logger must be connected to a destination port of the mirroring session to receive the RTP packets for recording. All Loggers must reside on the same LAN as the gateways/phones. Mirroring over WAN is not supported with passive VoIP Loggers.

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Active and Passive VoIP Logger

Encrypted calls cannot be recorded (except in the Passive Recording solution for the Cisco telephony environment). Not all network switches support Mirroring. If there are physical changes in the site's structure, the system administrator should be aware of these changes and configure the switch accordingly. The mirroring port has limited capacity in handling large numbers of packets; this could cause an overflow which could result in VoIP packet loss. Passive recording in a NAT environment is not supported. IP change during an open call is not supported in a passive GW recording.NOTE: By using the RSPAN (Remote Span) feature which is available with Cisco switches, it is possible to separate the phones and desktops into different VLANs, thereby enabling the Logger to perform mirroring from one distribution switch.

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NICE Sentinel

NICE SentinelA NICE Sentinel Server must be installed on a dedicated server to monitor system health. It is possible to run CA NMS and NICE Sentinel side-by-side, where each resides on its own dedicated server. It is possible to run two NICE Sentinel servers side-by-side, where each resides on its own dedicated server. In this case each NICE Sentinel server monitors the NICE Perform system/s independently.

A single NICE Sentinel server can be utilized to monitor:

A single Data Hub. The NICE Sentinel server will monitor all components within a single data hub.Figure 3-9 Single NICE Sentinel Server - Single Data Hub

NICE Sentinel Server

A linked Data Hub. The NICE Sentinel server will monitor all components within a linked data hub.Figure 3-10 Single NICE Sentinel Server - Linked Data Hub

NICE Sentinel Server

Several Linked Data Hubs or Standalone Data Hub. The NICE Sentinel server will monitor all components within several linked data hubs and/or standalone Data Hub.Figure 3-11 Several Linked Data Hubs or Standalone Data Hub

NICE Sentinel Server NICE Sentinel Server

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NMS Server

NMS ServerAn NMS Server must be installed on a dedicated server to monitor system health.

A single NMS server can be utilized to monitor:

A single Data Hub - All components within a single data hub.Figure 3-12 Single NMS Server - Single Data Hub

A linked Data Hub - All components within a linked data hub.Figure 3-13 Single NMS Server - Linked Data Hub

Multiple NMS servers can monitor:

A single Data Hub - Partial group of site components.Figure 3-14 Multiple NMS Servers - Single Data Hub

Linked Data Hubs - Partial group of site components.

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VRA

Figure 3-15

Multiple NMS Servers - Linked Data Hubs

NOTE: In scenarios where multiple NMS servers are utilized, the union of all monitored groups must reflect all site components in order to ensure complete site monitoring. NOTE: In this deployment, the SQL Agent and OS Agent traps are captured by a single NMS only.

VRAVRA is supported only in an English workstation. Other languages require NICE approval.

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Network Embedded Logger (NEL)

Network Embedded Logger (NEL)DeploymentFigure 3-16 presents typical deployment with Network Embedded Logger.Figure 3-16 Network Embedded Logger - Typical Deployment

The Data Center hosts all telephony infrastructures which interconnect with multiple branch offices including NP servers. Each branch includes Network Embedded Logger software deployed on Cisco ISR which all recorded streams traverse through. Such configurations will only require minimum IT involvement in installation and maintenance of the recording modules in the remote branches. The transmission of the recorded media for storage at data center can be undertaken in real time, or can be implemented according to predefined rules. The buffered media is pulled from the central Storage Center for archiving and application use. During WAN disconnections, the Network Embedded Logger module continues recording and stores all audio packets in its local hard disk - for exact supported retention period refer to audio calculation section.

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Network Embedded Logger (NEL)

Recording ModesThe solution records in Total recording mode only. In addition it can support DHCP configuration for the IP phones by decoding the SCCP (Skinny) messages and mapping the phones DNs to the IP addresses.

Supported EnvironmentsThe system works in a full Cisco VoIP environment, which includes Cisco's IP phones. Current supported models will be listed on the team site and on the updated NICE Perform 3.2 IDD.

Supported SignalingDuring WAN disconnection between branches and DC all telephones in the branch enter to SRST mode. In this mode the router provide minimal telephony capabilities through Skinny (Cisco proprietor protocol) or SIP protocols.NOTE: Currently Network Embedded Logger supports Skinny protocol only.

Network Embedded Logger captures these messages and keeps tracking on the extensions IP address in case it updates and continues recording during this time.

PrerequisitesSpan port is required if recording of internal calls within the branch is required.

Limitations Recording internal calls with AIM module is not supported. Real time monitoring is not supported. Summation in Network Embedded Logger level is not supported. Recording of TDM calls (ISR serves as a GW) is not supported with AIM.

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Blank page for double-sided printing.

4ApplicationsThe purpose of this chapter is to provide a list of optimization and design consideration points for the NICE Perform Applications.

ContentsApplications Usage ........................................................................................................ 58 Playback .......................................................................................................................... 63 Media Library ..................................................................................................................64 Clip Recording ................................................................................................................ 65 Rules Manager ................................................................................................................ 68

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Applications Usage

Applications UsageApplications Response TimeTable 4-1 lists standard response times for various transactions.

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Applications Usage

Table 4-1: Standard Response Times for Various Transactions Applications Usage Transaction Name First login Response Time (sec.) in LAN 10-15 Response Time (sec.) in WAN* Same as LAN

Comments

Application load time from the time you click the Login button until the application appears on the screen. First login to the application. Second login to the application. Moving from one application to another. Moving between modules within the same application. Creating a new evaluation.

Second login Open application Open module Create Evaluation Business Analyzer Save Evaluation Open Evaluation Run Business Analyzer Query Run Business Analyzer Query Playback

8-12 4-10 1-5 4-7 5 2-7 3-12

Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN From Storage: 5-8 (from NAS) Same as LAN

Opening an existing evaluation. Query with 150 records, with default set of columns. Query with 1500 records, with default set of columns. From Play operation until play starts including the locate process (including screen).

7-15

From Logger: 3-6

Hop in Playback* Up to 50ms latency.

3

Same as LAN

Moving forward and backward in playback.

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Applications Usage

Table 4-1: Standard Response Times for Various Transactions (Continued) Applications Usage Transaction Name First login My Universe Second login Save Package Response Time (sec.) in LAN 10-25 8-20 4-7 Response Time (sec.) in WAN* Same as LAN Same as LAN Same as LAN Save a Package with the following attachment types:

Comments

Five components

Packages

Interactions Evaluations Feedback

Open Package 4-7 Same as LAN

Open a Package with the following attachment types:

Open application Reporter Run Report Preview Report Monitor Open application Open application Insight Manager Load category 7-10 20-250 1-10 7-10 4-10 Same as LAN Same as LAN Same as LAN Same as LAN Up to 170 secon ds Up to 60 second s