nice npx2 administrator's guide

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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.

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All contents of this document are: Copyright © 2010 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.

385A0811-02 Rev. A2

5,185,780

5,446,603

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For assistance, contact your local supplier or 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]

All queries, comments, and suggestions are welcome! Please email: [email protected] more information about NICE, visit 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 online instructions.

www.niceusergroup.org

mailto:[email protected]

www.nice.com

Contents

1Overview 9

Introducing NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Logging in to NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Changing the NICE Perform eXpress Password . . . . . . . . . . . . . . . . . . . . . . 12Which NICE Perform eXpress Guide Do I Need? . . . . . . . . . . . . . . . . . . . . . . 13

Locating Documentation for Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

How can I get more NICE Perform eXpress training? . . . . . . . . . . . . . . . . . . 16

2Viewing System Information and Managing Software Versions 17

Getting Started with the System Management Application . . . . . . . . . . . . . 18Navigating through System Management . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Understanding Displayed System Information . . . . . . . . . . . . . . . . . . . . . . . 20Alerts in the System View Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Backup Device Tasks and Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Understanding the Retention Rules Report . . . . . . . . . . . . . . . . . . . . . . . . . 24

Managing the SNMP Message List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Managing System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Displaying the NICE Perform eXpress Software Version . . . . . . . . . . . . . . . 27Defining the SNMP Settings for an External SNMP Manager . . . . . . . . . . . 28Updating the NICE Perform eXpress License . . . . . . . . . . . . . . . . . . . . . . . 29License Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Managing Backup Archiving and Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . 33Archiving Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Ejecting the Recording Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Retrieving Interactions for Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Contents

NICE Perform eXpress Release 2.1: Administrator’s Guide (Rev. A2)

5

3Verifying Channel Activity 37

Getting Started with the Channel Monitor Application . . . . . . . . . . . . . . . . . 38Navigating through the Channel Monitor Application . . . . . . . . . . . . . . . . . . 38

Viewing the List of Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Understanding Player Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Monitoring Recorded Channel Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Monitoring Channel Activity in Real Time . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Configuring Channel Gain Control and Threshold . . . . . . . . . . . . . . . . . . . . 43Channel Status Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

VoIP Channel Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44TDM Channel Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

4Managing Users and Groups 47

Getting Started with the User Administration Application . . . . . . . . . . . . . . 48Navigating through the User Administration Application . . . . . . . . . . . . . . . 48

Managing Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Viewing User Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Populating the System with Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Editing User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Deleting Users from the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Managing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Viewing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Adding Groups of Defined Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Editing Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Importing Users and Groups from an Excel File . . . . . . . . . . . . . . . . . . . . . . 60Defining Organization Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

6 Contents


5Finding Audit Messages 63

Getting Started with Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Navigating through Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Finding Audit Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Running a Saved Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Creating a New Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Modifying a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Setting a Default Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Deleting a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Viewing Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Understanding Audit Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Limiting the Number of Displayed Messages . . . . . . . . . . . . . . . . . . . . . . . . 73

AImporting Channel Mapping and Users 75

Importing Channels from an Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Creating Import Files for Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . 76

Monitored Device and Channel Mapping Parameters . . . . . . . . . . . . . . 79About the Channel Mapping Import Template . . . . . . . . . . . . . . . . . . . . 81

Updating Channel Mapping from Import Files . . . . . . . . . . . . . . . . . . . . . . . 82Importing a Channel Mapping Import File . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Importing Users and Groups from an Import File . . . . . . . . . . . . . . . . . . . . . 85Creating Import Files for Importing Users and Groups . . . . . . . . . . . . . . . . 85

Groups Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Users Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Importing a Group and User Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

BUsing Extend Retention 91

Extending the Retention of Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Filtering Interactions by Retention Information . . . . . . . . . . . . . . . . . . . . . . 95Understanding Interaction Details - Extend Retention . . . . . . . . . . . . . . . . . 96

7 Contents


Blank page for double-sided printing.

1

Overview

Introducing NICE Perform eXpress! NICE Perform eXpress is designed to meet the recording and playback needs of enterprises with branch environments and those of small to mid-size organizations. Based on the advanced architecture of NICE Perform, NICE Perform eXpress ensures liability recording and regulatory compliance.

Contents

Introducing NICE Perform eXpress...............................................................................10

Logging in to NICE Perform eXpress............................................................................10

Changing the NICE Perform eXpress Password .........................................................12

Which NICE Perform eXpress Guide Do I Need?.........................................................13

How can I get more NICE Perform eXpress training?.................................................16

Chapter 1: Overview


9

Introducing NICE Perform eXpress

Introducing NICE Perform eXpressIT professionals use the following applications to maintain the system:

• System Management: Displays a summary of system information including the recording environment, mapped channels, and available storage space as well as a list of system messages. You also manage license keys from the System Management application. See Viewing System Information and Managing Software Versions on page 17.

• Channel Monitor: Enables monitoring channels and playing back recorded and real time channel activity. You also set the Gain Control and Energy Threshold for TDM channels. See Verifying Channel Activity on page 37.

• User Administration: Enables managing users and groups and to define global settings for the organization. See Managing Users and Groups on page 47.

• Audit Trail: Enables finding system messages through queries. See Finding Audit Messages on page 63.

For information regarding the Interactions application, see the NICE Perform eXpress User’s Guide.

Logging in to NICE Perform eXpressYou need your NICE Perform eXpress user name and password in order to log in to NICE Perform eXpress.

To log in to NICE Perform eXpress:

1. In the Internet Explorer window, enter the following URL: http://Servername/npx

Where Servername is the name of the server where NICE Perform eXpress is installed.

10 Chapter 1: Overview


Logging in to NICE Perform eXpress

The NICE Perform eXpress Welcome window appears.

2. Log in as follows:

a. In the Name field, enter your NICE Perform eXpress user name.

b. In the Password field, enter your password.

c. Click Login.

NICE Perform eXpress opens.

3. To sign out of NICE Perform eXpress, click Sign out.

Sign out



Changing the NICE Perform eXpress Password

Changing the NICE Perform eXpress PasswordDepending on your site’s organization settings as defined in the User Administration application, you can change your NICE Perform eXpress password. See Defining Organization Settings on page 61.

To change your NICE Perform eXpress password:

1. In the navigation bar, click Settings and select Change Password.

The Change Password window appears.

2. In the Password field, enter your existing password.

3. In the New Password and Confirm New Password fields, enter your new password.

4. Click Change Password.



Which NICE Perform eXpress Guide Do I Need?

Which NICE Perform eXpress Guide Do I Need?The documentation for NICE Perform eXpress is divided into a number of guides. The following table explains the audience and main tasks for each of these guide types:

Guide Audience Provides Instruction To...

NICE Perform eXpress Pre-Installation Guide

NICE Installer • Select the correct server/PC for the NICE Perform eXpress system.

• Harden the machine in order to prepare a secure environment for the NICE Perform eXpress system.

• Install the required software before installing the NICE Perform eXpress system.

• Verify the necessary anti-virus requirements.

NICE Perform eXpress Installation Guides

NICE Installer • Install the NICE Perform eXpress hardware and software.

• Configure NICE Perform eXpress for the telephony environment.

• Prepare the CTI for NICE Perform eXpress. (Guidelines are provided: The CTI setup is the responsibility of its manufacturer.)

NICE Perform eXpress Administrator’s Guide

IT Professional • Understand system alerts and backup device status.

• Update licenses.

• Verify channel activity.

• Monitor channels in real time.

• Define users and groups.

• Query audit messages.

• Define extended retention for storage and archive.

NICE Perform eXpress User’s Guide

Manager or Agent/Trader

• Run a built-in query to find interactions and play them back.

• Create a customized query to find specific interactions.

• Save an interaction from NICE Perform eXpress to a standard format in order to play it back on any media player.




NICE Perform eXpress Central Administration Guide

IT Professional • Define CTI and storage parameters at one central location for use at all locations (Branches).

• Deploy CTI and storage definitions to the Branches.

• Create IT administrators who can access and manage all the Branches.

• Update existing CTI and Storage configurations at all NICE Perform eXpress Branches.

NICE Perform eXpress Maintenance Guide

IT Professional, NICE Installer

• Verify the NICE Perform eXpress system is functioning correctly by means of a Support Calendar.

• Maintain the NICE databases.

• Expand an existing NICE Perform eXpress system on the same server and to a replacement machine.

• Replace faulty boards.

• Recover a system.

• Manage NICE Services and logs.

• Respond to SNMP traps.

• Manage NICE Perform eXpress versions and updates.

• Change the server name. (Business Partners only)

NICE Perform eXpress Troubleshooting Guide

IT Professional, NICE Installer, Business Partner

• Manage NICE Services and logs.

• Respond to SNMP traps.

• Troubleshoot:

• Licensing

• Archiving

• Playback

• Recording

• PCI eXpress Interface Boards

• Integrations (Vendor-side)

NICE Perform eXpress Upgrade Guide

NICE Installer • Upgrade NICE Perform eXpress from Release 1.0 to Release 2.1.

Guide Audience Provides Instruction To...




Locating Documentation for Tools

The tools for NICE Perform eXpress are documented in the Installation Guides, the Maintenance Guide, and the Troubleshooting Guide. A key to the documentation for each tool is listed below:

Tool Documented in these NICE Perform eXpress Guides

Board Diagnostic Tool • Troubleshooting Guide

Board Numbering Toolnot applicable for boards from NICE Perform eXpress 1.0

• Installation Guides

• Troubleshooting Guide

eXpress Assistant • Installation Guides


Log Collector • Maintenance Guide


Log Viewer • Maintenance Guide


Performance Collector • Troubleshooting Guide

Rename Host • Maintenance Guide

Services Configuration Manager • Maintenance Guide




How can I get more NICE Perform eXpress training?

How can I get more NICE Perform eXpress training?NICE offers online training modules to give you the skills to effectively use NICE Perform eXpress applications. The training is self-paced and geared to cover those skills you most need, according to your log-in permissions. NICE online training is available on any workstation with Internet access.

You access the online training in the main NICE Perform eXpress window from the Help menu.



2

Viewing System Information and Managing Software Versions

Contents

Getting Started with the System Management Application........................................18Navigating through System Management ..................................................................19

Understanding Displayed System Information............................................................20Alerts in the System View Area..................................................................................22Backup Device Tasks and Statuses ...........................................................................23Understanding the Retention Rules Report ...............................................................24

Managing the SNMP Message List................................................................................26

Managing System Settings............................................................................................27Displaying the NICE Perform eXpress Software Version...........................................27Defining the SNMP Settings for an External SNMP Manager....................................28Updating the NICE Perform eXpress License............................................................29

Managing Backup Archiving and Retrieval..................................................................33Archiving Interactions.................................................................................................34Ejecting the Recording Media ....................................................................................35Retrieving Interactions for Playback...........................................................................35

Chapter 2: Viewing System Information and Managing Software Versions


17

Getting Started with the System Management Application

Getting Started with the System Management ApplicationThis section describes how to start the System Management application and explains the different areas and functionality of the System Management screen.

The System Management application is opened from the NICE Perform eXpress navigation bar.

To open the System Management application:

1. Log in to NICE Perform eXpress. See Logging in to NICE Perform eXpress on page 10.

2. In the navigation bar, click System Management.

The System Management application appears, displaying the System Status tab.

System Management

18 Chapter 2: Viewing System Information and Managing Software Versions


Getting Started with the System Management Application

Navigating through System Management

The System Management screen has three main tabs:

• System Status: Displays system information and SNMP messages. For more information, see:

• Understanding Displayed System Information on page 20

• Managing the SNMP Message List on page 26

• System Settings: Displays the current software version, defines the SNMP settings, and enables updating the NICE Perform eXpress license.

See:

• Displaying the NICE Perform eXpress Software Version on page 27

• Defining the SNMP Settings for an External SNMP Manager on page 28

• Updating the NICE Perform eXpress License on page 29

• Backup Management: Enables assigning a task to the backup device, displays its current status, and retrieves channels for playback.

See:

• Archiving Interactions on page 34

• Ejecting the Recording Media on page 35

• Retrieving Interactions for Playback on page 35



Understanding Displayed System Information

Understanding Displayed System InformationThe System View area summarizes the information relevant to the recording environment. When data in the System View area needs the attention of the system administrator, it is displayed in orange or red, depending on whether a warning or critical threshold was reached.

Table 2-1 describes the information in the System View area.

Table 2-1: Information in System View

Information Description

Environment Telephony environment and CTI name.

Recording Unit • Number of interactions recorded in the last 24 hours.

• Date and time of the last recorded interaction.

• Name of the board, if installed. If no board is installed, None appears.

Channels • Number of mapped channels out of the total number of available channels. Example: 4/75 mapped channels means that 4 channels are mapped out of 75 available channels.

• Channel Status: Describes the status of the channels. When an error in red appears, go to the Channel Monitor application to verify the problem.

• Number of users assigned to an extension through the User Administration application. Example: 5 mapped users means that 5 users are assigned extensions.

Database Percentage of space used by each component in the database.

Device • Percentage of space used by each drive on the NICE Perform eXpress machine.

• Information regarding the backup device, if enabled.




Differences in Data Retention according to Storage Type

Depending on whether you are using an ESM or remote storage, NICE Perform eXpress responds differently when the partition reaches its capacity.

For ESMs: When the partition reaches its capacity, oldest interactions are automatically deleted.

For remote storage: When the partition reaches its capacity, one of the following occurs:

• Oldest interactions are automatically deleted.

• If the retention period is still in effect, new interactions are not stored.

In the System Status tab, in the Storage column, the Free value displays exactly the size of storage space left for all the systems together at the configured storage path.

Storage Storage area of the system. More than one NICE Perform eXpress system might be attached to the same partition. With an ESM storage type, the data stored on this partition is later moved to the ESM. With remote storage, the data remains on this partition:Important: The Free and Archived values refer to the size of the interactions data and do not include other files on the partition.Parameters included in this area are:

• Total: Size of entire space available on the partition.

• Free: Size of remaining free storage space on the partition after archiving by all NICE Perform eXpress systems that are attached to this storage space.

• Archived: Size of the storage space used by the current NICE Perform eXpress system. Note: 100 MB is the smallest size displayed.

• Last archived call: Date and time when the interaction listed in the Archive time column actually occurred.

• Archive time: Date and time when the interaction listed in the Last archived call column was saved to the configured storage path.

• Archive Statistics: Link to a report that summarizes information regarding Retention Rules.

Important: Make sure that the time difference between the Last archived call and the Archive time stays relatively constant. If the time changes drastically, there could be an archiving backlog.

Table 2-1: Information in System View (Continued)

Information Description




Alerts in the System View Area

When the data displayed in the System View area needs attention by a system administrator, the data is displayed in orange or red, depending on whether a warning or critical threshold was reached. In Table 2-2, the warning and critical thresholds for displayed information are listed.

Table 2-2: Alerts in the System View Area

Area Information Title Warning Alert Threshold (Orange)

Critical Alert Threshold (Red)

Recording Unit Last 24 hours When 0 calls are recorded.

Last recorded call When N/A or if the last recorded call was more than 24 hours ago.

Database Interactions When the value is: > or = 95.

Administration When the value is:> or = 80 but < 95.

When the value is:> or = 95.

Audit Trail When the value is:> or = 80 but < 95.


Rules When the value is:> or = 80 but < 95.


Storage When the value is:> or = 80 but < 95.


Device Status Error

When the value is:> or = 90 but < 95.


Storage Total/Free/Archived Less than 2% of total free space.

Last archived call Older than 1 day.

Archived time Older than 1 day.




Backup Device Tasks and Statuses

When a backup device is enabled, its current task and status appear in the System View area in the Device column.

To manage archiving and retrieval from a backup device, see Managing Backup Archiving and Retrieval on page 33.

Backup Device Task

The task of the backup device is its currently assigned function. A backup device can perform one of the following tasks:

• Archiving: Device is saving interactions from the Recording Unit to its recording media.

• Retrieval: Device is accessing interactions from its recording media and transferring them to the Recording Unit for playback.

• None: No archiving or retrieval is taking place, or the backup device is disabled.

Backup Device Statuses

The different backup device statuses are described in the table below:

Table 2-3: Backup Device Statuses

Status Description

Archiving Device is archiving data from the Recording Unit to the recording media.

Cannot Append Old Media Media with data from a previous version of the Recording Unit is in the device, and it cannot be appended.

Cleaning Cleaning media is inserted in the device.

Closing Device is ejecting the media.

Empty No media is in the backup device.

Error Error in the device or in the recording media.

Current task of the backup device

Status of the backup device




Understanding the Retention Rules Report

The Retention Rules Report is displayed after clicking the Archive Statistics link in the Storage area.

This report displays the default retention of the system and details regarding the Retention Rules that ran in the last 24 hours.

The details included in the Retention Rules report include:

• Rule Name: Name of the Retention Rule

Loading for Reading Device is loading the media before retrieving data from it.

Loading for Write Device is loading the media before archiving to it.

None No archiving or retrieval is taking place.

Ready for Reading Device is ready for retrieval requests.

Ready for Write Device is ready to archive, but there is no data on the Recording Unit.

Recovering The media did not eject properly, and the device is attempting to recover data from the media.

Retrieving Device is retrieving data from the media and transferring it to the Recording Unit for playback.

Waiting for User Eject DVD media is full, and the administrator needs to eject it. (Shown only for DVD media)

Table 2-3: Backup Device Statuses (Continued)

Status Description

Click Archive Statistics




• Retention Time (days): Number of days that the interaction is archived in the storage device before deletion. (The storage device is the file system or an ESM, depending on the storage configuration.)

• Permanent Deletion: Rule includes permanently deleting the interaction recording and its database details so that the interaction can never be played back again.

• Amount of interactions: Number of interactions archived by the Retention Rule

• Last Interaction Start Time: Start time of the last archived interaction

For more information about Retention Rules and how to configure them, see the relevant Installa-tion Guide.



Managing the SNMP Message List

Managing the SNMP Message ListThe System Alerts area lists the SNMP messages and enables managing this message list. Table 2-4 explains the tasks you can perform.

Table 2-4: Message List Functionality

If you want to... Do this...

Sort SNMP messages by the column title.

Click the column title. For example, click Date to sort the messages by date. After sorting, a small arrow appears next to the column title.

Filter SNMP messages by a specific date.

Enter a date in the Date field.

- Or -

Click Calendar , and select a date.

Refresh the message list. Click Refresh .

Scan the NICE Perform eXpress system for warnings and errors. Click Scan for warnings and errors . SNMP

messages appear in the System Alerts area. (The scan can take several minutes.)

Sorted



Managing System Settings

Managing System SettingsThe System Settings tab enables displaying the current software version, defining the SNMP settings, and updating the NICE Perform eXpress software by means of license keys.

The System Settings tab is displayed below:

Displaying the NICE Perform eXpress Software Version

The System Version area in the System Settings tab displays the software version of the NICE Perform eXpress, the last software update, and latest system update.




Defining the SNMP Settings for an External SNMP Manager

The SNMP Settings area in the System Settings tab enables integrating an external SNMP manager with NICE Perform eXpress. This requires defining the SNMP trap destination and the Community Name of the SNMP messages originating from the NICE Perform eXpress machine.

To define the SNMP settings:

1. In the SNMP Settings area of the System Settings tab, enter the following information:

2. Click Save .

IMPORTANT Only define the SNMP settings if the NICE Perform eXpress system has an external SNMP manager. Even if there is no external SNMP manager, you will still receive SNMP messages that originate from the NICE Perform eXpress machine.

BEST PRACTICE: It is a best practice to integrate an external SNMP Manager with the NICE Perform eXpress system.

NOTE: Before you begin, you need the following information:• IP or host name of the server that receives the SNMP traps

• Community Name for the SNMP messages originating from the NICE Perform eXpress machine

Field Name Description Example

SNMP Trap Destination

IP or host name of the server that functions as an external SNMP manager.

ca-server

Community Name Name of the group by which SNMP communities are identified.

public




Updating the NICE Perform eXpress License

The Licensing area in the System Settings tab displays the state of the license and its expiration date. For a description of the possible license states, see License Information on page 32.

This procedure instructs how to generate a License Information File from your NICE Perform eXpress. Then follows instructions for how to use this License Information File to obtain a valid License Activation File. You will require the following:

• Access to a machine with internet access to NICE’s ExtraNICE site. This does not have to be the same machine as the NICE Perform eXpress machine.

• A valid ExtraNICE Username and Password.

• A valid Product Key to obtain your License Activation File from the ExtraNICE.

To update a License:

1. In System Management, click the System Settings tab.

2. In the Manual Activation / Update area, click Generate.

Generate

Automatic Activations appears onlywhen the License status is Provisional




The File Download window appears with the License Information File.

3. Click Save to save the License Information File.

The Save As window appears.

4. Select a location for the License Information File (license.c2v). Then click Save. You will need this file to receive your License Activation File.

The Download Complete window appears.

5. Click Close.




6. Transfer the license.c2v file to a machine with Internet access to NICE’s ExtraNICE site.

7. On the machine with Internet access to the ExtraNICE do the following:

a. Open an Internet Explorer window and enter the following URL:

http://www.extranice.com/EIS/OnlineServices/LicenseActivation/Pages/default.aspx

If you have not previously logged in to ExtraNICE, the following window appears.

b. Enter a valid ExtraNICE Username and Password. Then click Log On to ExtraNICE.

The NICE Perform eXpress Activation window appears.

c. Click Browse and select the License Information File (license.c2v) from Step 6.

d. Enter a valid Product Key. Then click Activate.

e. Download the corresponding License Activation File (license.v2c).

f. Transfer the License Activation file to the NICE Perform eXpress machine.

8. On the NICE Perform eXpress machine, click Browse and select the License Activation File (license.v2c).

9. Click Activate.




The license is updated. You can begin configuring your NICE Perform eXpress.

10. If you were updating an expired license, not all tabs will appear. Click Sign Out. Then log in again.

License Information

The License Information field indicates the current state of your license. License states can be one of the following:

• Provisional - This is a temporary state and is valid for a limited period of time. Your initial default license is provisional.

• Activated - The current license is valid.

• Expired - Occurs in the following scenarios (Recording continues, however the NICE Perform eXpress interface is locked.):

• The current license is past its expiration date.

• NICE Perform eXpress detected a change in hardware on the NICE Perform eXpress machine. A new Product Key is required to activate a new license.

• NICE Perform eXpress was installed on a Virtual Machine.

• The license was activated from a remote machine.

• Unknown - A problem was encountered that does not classify a expired. Recording continues, however the NICE Perform eXpress interface is locked.

• Locked - Indicates a communications problem between the interface and the license. Recording continues, however the NICE Perform eXpress interface is locked.



Managing Backup Archiving and Retrieval

Managing Backup Archiving and RetrievalThe Backup Management tab enables the following:

• Archiving Interactions on page 34

• Ejecting the Recording Media on page 35

• Retrieving Interactions for Playback on page 35

The Backup Management tab is displayed below:

In the Media Status area, the backup device task and status as well as information concerning the recording media is displayed.

Table 2-5 describes the information in the Media Status area.

TIP: To update the information in the Media Status and the Media Content area, click the Refresh button.

Table 2-5: Media Status Parameters

Parameter Description

Assignment Task of the backup device. See Archiving Interactions on page 34 and Retrieving Interactions for Playback on page 35.

Status Current state of the backup device. See Table 2-3 on page 23 for a list of all statuses.

Refresh




The current task and status of the backup device is also displayed in the System Status tab. See Backup Device Tasks and Statuses on page 23.

Archiving Interactions

You archive interactions to move data from the Recording Unit to recording media.

To archive interactions:

1. Label the recording media with its Creation Date. See Creation Date on page 34 for more information.

2. Insert the recording media into the backup device.

3. In the Media Status area of the Backup Management tab, select Archive.

4. Click Apply.

Archiving begins. In the Media Status area, the status changes to Archiving.

Used Space Percentage of the space already occupied on the recording media.

Media Capacity Total possible storage in GB.

Creation Date Date that data was first archived to the recording media.

Expiration Date Creation Date plus the retention period as defined at the time the recording media was first used. For example, if the retention period is 1 year at the Creation Date, and then it is changed to 2 years, the retention period for the recording media is not changed.The retention period is defined in the Storage and Archive tab in the Configuration application. See a NICE Perform eXpress Installation Guide for more information.

Table 2-5: Media Status Parameters (Continued)

Parameter Description

IMPORTANT You must label the recording media according to the date the interaction took place.

NOTE: • When switching from Retrieval to Archive, the recording media is ejected from the

backup device.

• When the recording media is full, label it with the date of the last recording as well.




Ejecting the Recording Media

You eject recording media by means of the Eject button.

To eject the recording media:

• Click the Eject button.

The recording media is ejected from the backup device.

Retrieving Interactions for Playback

Users receive a message to contact you when they try to retrieve interactions that have been archived. In order to find the correct interaction, ask them for the following information:

• Date and time that the interaction took place

• Channel of the interaction

To retrieve channels for playback:

1. In the Media Status area of the Backup Management tab, select Retrieval.

2. Click Apply.

The recording media is ejected from the backup device.

3. Insert the recording media that contains the interactions you want to retrieve. Recording media is labeled with its Creation Date.

4. In the Media Content area, select one or more channels that include the interactions you want to retrieve.

NOTE: In the Media Status area, verify that Retrieval is selected. If Archive is selected by mistake, the data on the recording media may be overwritten.




5. In the From and To fields, enter the date and time of the interactions you want to retrieve.

-or-

Click the Calendar button, and select dates from the displayed calendar. Click the Time

Chooser button, and enter a time.

6. Click Retrieve.

Retrieval begins. In the Media Status area, the status changes from Ready for Reading to Retrieving. When the retrieval process is finished, the status changes back to Ready for Reading.

7. When the interaction is retrieved, notify the user who requested the interaction that he or she needs to run a query in the Interactions application for the requested interaction.

NOTE: The retrieval process can take several hours.



3

Verifying Channel Activity

The Channel Monitoring application is used to ensure that all the channels are actually recording. It enables administrators and technicians to monitor channels to make sure they are working properly. It can also play back recordings of channel activity that were recorded from each channel, as well as play the channel activity (monitor) in real time.

Contents

Getting Started with the Channel Monitor Application ...............................................38Navigating through the Channel Monitor Application .................................................38

Viewing the List of Channels.........................................................................................39

Understanding Player Types .........................................................................................40

Monitoring Recorded Channel Activity ........................................................................41

Monitoring Channel Activity in Real Time....................................................................42

Configuring Channel Gain Control and Threshold......................................................43

Channel Status Description...........................................................................................44

Chapter 3: Verifying Channel Activity


37

Getting Started with the Channel Monitor Application

Getting Started with the Channel Monitor ApplicationThis section describes how to start the Channel Monitor application and explains the different areas and functionalities of the Channel Monitor screen.

The Channel Monitor application is started from the NICE Perform eXpress navigation bar.

To open the Channel Monitor application:


2. In the navigation bar, click Channel Monitor.

The Channel Monitor application appears. Note: In TDM environments, only channels that are mapped appear. If the channel is not mapped, it will not appear in the Channel List.

Navigating through the Channel Monitor Application

The Channel Monitor screen is divided into tabs (up to 4 tabs), which consist of the following areas:

• Channel List: View the channel list

See Viewing the List of Channels on page 39.

NOTE: The Channel Monitor application does not shut down automatically after a period of inactivity.

Channels List Area

Player Area

38 Chapter 3: Verifying Channel Activity


Viewing the List of Channels

• Player: Enables playing back selected recordings and monitoring channel activity during real time. See Understanding Player Types on page 40.

Viewing the List of ChannelsThe list of channels are displayed in tabs. Each tab contains information of up to 50 mapped channels. Each tab displays the information dynamically, depending on the amount of channels mapped in your system. For example, if only 60 channels are mapped, then only two tabs appear. On the first tab, the first 50 mapped channels appear (1-50) and on the second tab, the next 10 mapped channels appear (51-60). If there are 200 mapped channels, then each tab will contain 50 channels for a total of tabs and 200 channels.

Click to see an updated list of channels. The list refreshes automatically every 20 seconds. Only mapped channels appear in the list of channels.

When viewing a list of channels, the following information is displayed:

NOTE: • The system can have a maximum of 200 channels.

• (TDM environments only) If the channel is not mapped, it will not appear in the Channel List. See the relevant Installation Guide for more about channel mapping.

Name Description

Channel Name Displays the channel name.

Type Displays the channel type:

• TDMAnalogExtension

• TDMDigitalExtension

• TDMTrunk

• IPPassive

• IPActive

ActiveDisplays the icon ( ) when the channel is active. A channel is considered active only when there is voice/sound activity on the channel.

Status Displays the channel status. To see a list of possible channel statuses and their description, see Channel Status Description on page 44.



Understanding Player Types

Understanding Player TypesThe Player appears differently depending on whether it is playing back a recording or monitoring channel activity in real time.

Playing Back a Recording

When playing back a recording, the Player appears with a timeline and an orange marker that marks the current point in the playback. The Interaction Details display the time stamp and duration of the recording. See Monitoring Recorded Channel Activity on page 41.

Monitoring Channel Activity in Real Time

When monitoring channel activity in real time, the Player appears without a timeline or orange marker. The Interaction Details display the name of the monitored channel. See Monitoring Channel Activity in Real Time on page 42.

For more details, see the NICE Perform eXpress User’s Guide.

Orange marker during recording playback

No controls while monitoring channel activity



Monitoring Recorded Channel Activity

Monitoring Recorded Channel ActivityThe Channel Monitor application monitors channel activity by playing back voice activity that was recorded within the last 5 minutes.

To play back recordings:

1. Select the row of the channel that you want to play back.

2. Click Play Last 5 Minutes . The channel activity is played back.

NOTE: You can only play one channel at a time.

NOTE: All Playback Control functions: play, fast forward, rewind, stop, and volume adjustment, can be used in this mode. Skip Silence is the only Player button available in this mode, the other Player buttons are disabled.

Volume - Enabled

Player Buttons - Disabled

Playback Control - Enabled



Monitoring Channel Activity in Real Time

Monitoring Channel Activity in Real TimeThe Channel Monitor application monitors channel activity in real time by playing the activity on the selected channel. Monitoring recordings is limited to one hour.

To monitor channel activity in real time:

1. Select the row of the channel that you want to monitor.

2. Click Live Monitor . The Real Time Player starts playing a recording in real time.

EXAMPLE: The compliance officer is notified that there is a problematic call with an agent. The compliance officer can then listen to the call in real time and assess the situation.

NOTE: You can only monitor one channel at a time.

NOTE: Only stop and volume adjustment can be used in this mode. Other Playback Control functions and Player buttons are disabled.

Volume - Enabled

Player Buttons - Disabled

Stop - Enabled



Configuring Channel Gain Control and Threshold

Configuring Channel Gain Control and Threshold Channel setup is only available for TDM channels. This functionality is not available for IP Active and IP Passive channels.

Channel setup comprises the Energy Threshold and Gain Control settings for TDM channels.

To configure channel setup:

1. Select the channel, or multiple channels, you want to configure.

2. Click Channel Setup . The Channel Setup window appears. When configuring multiple channels, the Energy Threshold and Gain Control values display the default settings and do not reflect the actual settings.

3. Complete the areas as follows, then click Save.

a. In the Energy Threshold area, drag the slider to set the threshold level (low - high) for activity. The threshold determines the energy level at which the recording starts.

b. In the Gain Control drop-down list, select On or Off.

Gain Control automatically increases or decreases the output level for acceptable quality recordings.

c. (TDM Analog Extensions only) If you selected Off in Step b, drag the slider to set the decibel level (Low to High) for which you want to increase low frequency.

d. (TDM Analog Extensions only) Select Enable Beep to activate beeping at intervals to indicate recording is taking place.

Manual Gain Control and beep are only available forTDM Analog Extension channels.



Channel Status Description

Channel Status DescriptionThere are two types of channel statuses that can appear for each channel:

• VoIP Channel Statuses

• TDM Channel Statuses

For troubleshooting, see the Troubleshooting Guide, and, if necessary, contact your Customer Support engineer.

VoIP Channel Statuses

The following channel statuses related to VoIP channels might appear. The Troubleshooting Guide and Maintenance Guide explain in detail how to perform the checks listed in the Suggested Action column.

Channels List AreaChannels List Area

Channel Status

Channel Status Description Suggested Action

Channel Critical Error

Critical error occurred on the channel. Collect all log files and contact your Customer Support. Restart the system to refresh the channel.




TDM Channel Statuses

The following possible channel statuses related to TDM channels might appear. If one does appear, verify the PABX configuration, physical line connectivity, and the distance from the NICE Perform eXpress system. The Troubleshooting Guide explains in detail how to perform these checks.

Export Error Some or all of the channels failed to export buffers to the NICE Perform eXpress.

Collect all log files and contact your Customer Support. Restart the system to refresh the channel.

General Error IP Capture General error. Collect all log files and contact your Customer Support. Restart the system to refresh the channel.

OK No channel error.

Reception Error IP Capture data reception error. Check the NIC.

Channel Status Description Suggested Action


AIS Alarm Indication Signal. Signal with the digit “one” only, indicating an alarm on the far end (PABX).

Channel Indicators timeout

No phone indicators (LED, display…) where received for the last 30 minutes. The line most probably cannot function properly.

Frame error Frame found with errors.

Frame loss Frame was not found.

Line Error Indicates a problem with the line (Synchronization, loss problem, etc.)

Multiframe alignment was lost

Loss of multiframe alignment signal.

No Multiframe Synchronization

No synchronization on Multiframe level due to multiframe error or loss.

No Signal No input signal. Check line connectivity. Note: This status only appears if the channel is mapped.

No Signaling Capabilities are Available

OK No channel error.




RAI Remote Alarm Indication. Sent by the far end (PABX), indicating a problem with the signal it is receiving from the local end (ETAI-III board).

RS Receiver SLIP (time discrepancy)

Signal is Unbalanced Positive and negative signal peaks are not equal.

Signal was lost No input signal. Check line connectivity.

Unknown Status

XS Transmitter SLIP (time discrepancy) - ISDN only.




Chapter 4: Managing Users and Groups


47

4

Managing Users and Groups

The User Administration application allows you to manage users and groups, as well as define global settings for the organization.

Use the User Administration application to:

• View NICE Perform eXpress users in their respective groups. See Viewing User Information on page 50.

• Add new users by defining their login, permissions, passwords, and other settings. See Populating the System with Users on page 52.

• Edit a user’s settings or delete a user from NICE Perform eXpress. See Editing User Definitions on page 54 and Deleting Users from the System on page 57.

• Add new groups to organize users. See Adding Groups of Defined Users on page 58.

• Edit the name of a group or delete it. See Editing Group Definitions on page 59 and Deleting Groups on page 59.

• Import an Excel file with pre-defined User and/or Group information. See Importing Users and Groups from an Excel File on page 60.

• Define password settings and login options for your organization. See Defining Organization Settings on page 61.

Contents

Getting Started with the User Administration Application .........................................48

Managing Users..............................................................................................................49

Managing Groups ...........................................................................................................58

Importing Users and Groups from an Excel File .........................................................60

Defining Organization Settings .....................................................................................61

48 Chapter 4: Managing Users and Groups


Getting Started with the User Administration Application

Getting Started with the User Administration ApplicationThis section describes how to start the User Administration application and explains the different areas and functionalities of the User Administration screen.

The User Administration application is started from the NICE Perform eXpress navigation bar.

To open the User Administration application:


2. In the navigation bar, click User Administration.

The User Administration application appears, displaying the User Management tab.

Navigating through the User Administration Application

The User Administration application includes the following options:

• User Management - Enables you to create new users, edit existing ones, and delete users who are no longer part of NICE Perform eXpress. See Managing Users on page 49.

• Group Management - Enables you to create, edit, and delete groups. See Managing Groups on page 58.

• Import Excel File - Enables you to import an Excel file with pre-defined user and/or group information. See Importing Users and Groups from an Excel File on page 60.

• Settings - Enables you to define the organizational settings which include the display of the user name, password policy, and login options. See Defining Organization Settings on page 61.

User Administration

Add

Scroll to see the rest of the screen



Managing Users

Managing UsersThe User Administration application enables defining various user types in the NICE Perform eXpress system. The three user types are:

• Agent

An agent is an employee who makes or answers telephone calls. Each agent is assigned an extension number (in a fixed seating environment) or an agent ID (in a free seating environment). The extension number and the agent IDs are used by NICE Perform eXpress to correlate the recorded interactions to the relevant agent.

Agents can have login rights to NICE Perform eXpress. In this case, agents can query and play back their own recordings. If the agent does not have access rights, the agent is defined in the system to ensure that recorded interactions are correctly correlated to this agent’s extension or ID.

• Manager

Managers are responsible for several agents. They can query and play back the interactions of their subordinates. If the manager is defined as a recorded manager, the calls of this manager can also be queried and played back through the Interactions application. In this case, the manager needs to have an extension number or an agent ID.

• IT Administrator

The NICE Perform eXpress IT administrator has full access rights to the system. The IT administrator is responsible for system configuration and monitoring. However, the IT administrator can also query and play back calls of all the other users in the system. The IT administrator can also be defined as a recorded IT. In this case, the IT administrator needs to have an extension number or an agent ID.

See Viewing User Information on page 50 for a complete list of privileges.

You can do the following via the User Management tab:

• View User information, see Viewing User Information on page 50

• Add Users, see Populating the System with Users on page 52

• Edit Users, see Editing User Definitions on page 54

• Delete Users, see Deleting Users from the System on page 57

Before You Begin

You need the following information before you configure NICE Perform eXpress users:

• Agent ID for each user with login permissions

• Extension associated with each Agent ID

• CTI type for each extension

• (Managers and Agents) Group to which the user belongs



Managing Users

Viewing User Information

The following table describes the user information that is displayed:

Name Description

User Name Name of user (The name display is defined in the Settings tab. See Defining Organization Settings on page 61).

User Type Three main user types (roles) exist. Each role has a predefined list of privileges. Agent - Privileges limited to interactions and queries in which the agent is a participant

• View interactions in which the agent participated

• Query interactions in which the agent participated

• Play back interactions in which the agent participated

• Create/modify/delete public queries owned by the user

Manager - Privileges limited to interactions and queries in which the manager’s group members are participants

• View all interactions of the manager’s group

• Query all interactions of the manager’s group


• Play by any participant in the manager’s group

IT - Broadest privileges. Access to all NICE Perform eXpress applications.

• Access to all NICE Perform eXpress applications. See Introducing NICE Perform eXpress on page 10 for an overview of these applications.

• View, query, and play back all user groups

• Query all interactions


• Access the User Administration application:

• Add/modify/delete user

• Add/modify/delete group

• Attach User Type (role)

• Edit organization password/security settings

• Modify/delete public queries owned by others

• Play by any participant

• Extend the retention of an interaction



Managing Users

RecordedDisplays the icon if the user can be recorded. If the user cannot be recorded, no icon is displayed.Note: The Recorded status reflects the user’s assigned role as it is defined in the Add or Edit window.

Extension Displays the Extension/s or Station/s on which the user is being recorded.For the BT Syntegra ITS Switch, this must be 10 digits long. If necessary, use leading zeros.

Agent ID Displays the Agent ID/s by which the user is identified.For the BT Syntegra ITS Switch, this must be 12 digits long. If necessary, use leading zeros.

Defined as System User Displays whether or not the user is able to login to NICE Perform eXpress.

Login name If defined as a user, the user login name is displayed.

OS Login Displays the Operating System login name.

Email Displays the user’s email address.

Group Name Displays the group to which the user belongs.

User Status Displays the user status as one of the following:

• Active

• Not Active

• if user is not logged in for a certain period of time, according to the organization settings.

-or-

• if the user is defined as Not Active (when editing a user, see Editing User Definitions on page 54).

-or-

• if the user enters an invalid password several times, as defined in the Settings tab. (See Defining Organization Settings on page 61.)

• DeletedNote: To view deleted users, in the User Management tab, select Show deleted users.

Name Description



Managing Users

Populating the System with Users

When you create a user, you set their user type, permissions, login name, and password, as well as other settings.

To add a user to a group:

1. From the User Management tab, click Add . The Add User window appears.

2. Enter the following information:

• First Name

• Last Name

3. In the User Type drop-down list, select a user type (role) to assign to the new user. The Add User window changes depending on the User Type. See Viewing User Information on page 50 for a complete list of privileges.

Available types are:

NOTE: If you have more than one new user to add, you can create an Excel file based on the available template and import the Excel file rather than adding each new user separately. For details. see Importing Users and Groups from an Excel File on page 60.

User Type Query and Playback Access to additional applications

Agent without login No rights No access to NICE Perform eXpress and is only recorded.

Agent with login Can play back and query his/her own interactions only.

Has access to the Interactions application in NICE Perform eXpress.



Managing Users

4. In the User Settings area, complete the following:

• Login Name - enter a NICE Perform eXpress login name for the new user

• Password - enter a NICE Perform eXpress password for the new user

• Password Settings - select the checkbox if you want the new user to change the password at next login.

5. In the Recording Settings area, complete the following information:

• In the Extension drop-down field, select at least one extension. To remove an extension from the list, clear the checkbox.

Manager Can play back and query his/her subordinates’ interactions only.

Has access to his or her team member’s interactions and public queries.

Manager - Recorded Can play back and query his/her and his/her subordinates’ interactions.

Same as Manager, but his or her interactions are recorded as well.

IT Can play back and query all interactions.

Has access to all NICE Perform eXpress applications.

IT - Recorded Can play back and query all interactions (including his/her own).

Same as IT, but his or her interactions are recorded as well.

NOTE: The User Settings area does not appear if you selected Agents without login in Step 3.




Managing Users

• In the Agent ID area:

• In the ID field, enter an Agent ID, and click Add .

• From the CTI drop-down list, select a CTI type.

• To remove an Agent ID from the list, click Delete .

6. In the Additional Settings area, from the Assign to Group field, select a group according to the user’s role as follows:

• (Managers) Select the group which includes the manager’s team members.

• (Agents) Select the group that is associated with the agent’s manager.

7. Enter the following additional information:

• OS Login Name - Operating System login name

• Domain - Name of the domain

• Email (optional)

8. Click Save.

Editing User Definitions

When you edit a user, you can change their user type, permissions, login name, and password, as well as other settings. You cannot edit a deleted user.

To edit a user:

1. From the User Management tab, select a user.

NOTE: For the BT Syntegra ITS Switch, enter an Agent ID that is 12 digits. For example, if the Agent ID is 1, enter 000000000001.

NOTE: The Recording Settings area does not appear if you selected non-recorded entities, such as Manager or IT in Step 3.

NOTE: If the group you want does not exist, you can create a new group. See Adding Groups of Defined Users on page 58.

NOTE: If you have more than one user to edit, you can edit an Excel file based on the available template and import the Excel file rather than editing each user separately. For details. see Importing Users and Groups from an Excel File on page 60.



Managing Users

2. Click Edit . The Update User window appears.

3. Enter the following information:

• First Name

• Last Name

4. In the User Type drop-down list, select a user type (role). See Viewing User Information on page 50 for a complete list of privileges.

Available types are:


Agent without login No rights No access to NICE Perform eXpress and is only recorded.

Agent with login Can play back and query his/her own interactions only.

Has access to the Interactions application in NICE Perform eXpress.

Manager Can play back and query his/her subordinates’ interactions only.

Has access to his or her team member’s interactions and public queries.



Managing Users

5. In the User Settings area, complete the following:

• Login Name - enter a NICE Perform eXpress login name for the user.

• Password - enter a NICE Perform eXpress password for the user.

Password Settings - select the checkbox if you want the new user to change the password at the next login.

6. In the Recording Settings area, complete the following information:

• In the Extension drop-down field, select at least one extension. To remove an extension from the list, clear the checkbox.

• In the Agent ID area:

• In the ID field, enter an Agent ID, and click Add .

• From the CTI drop-down list, select a CTI type.

Manager - Recorded Can play back and query his/her and his/her subordinates’ interactions.

Same as Manager, but his or her interactions are recorded as well.

IT Can play back and query all interactions.

Has access to all NICE Perform eXpress applications.

IT - Recorded Can play back and query all interactions (including his/her own).

Same as IT, but his or her interactions are recorded as well.

NOTE: This area does not appear if you selected Agents without login in Step 4.

NOTE: For the BT Syntegra ITS Switch, enter an Agent ID that is 12 digits. For example, if the Agent ID is 1, enter 000000000001.




Managing Users

• To remove an Agent ID from the list, click Delete .

7. In the Additional Settings area, from the Assign to Group field, select a group according to the user’s role as follows:

• (Managers) Select the group which includes the manager’s team members.

• (Agents) Select the group that is associated with the agent’s manager.

8. Enter the following additional information:

• OS Login Name - Operating System login name

• Domain - name of the domain

• Email (optional)

9. Click Save.

Deleting Users from the System

After deleting a user, you can still query for this user in the Interactions application. However, you cannot edit the user properties. To view deleted users, in the User Management tab, select Show deleted users. The User Status appears as Deleted.

To delete a user:

1. From the User Management tab, select a user.

2. Click Delete .

3. The selected User Status changes to Deleted.

NOTE: This area does not appear if you selected non-recorded entities, such as Manager or IT in Step 4.

NOTE: If the group you want does not exist, you can create a new group. See Adding Groups of Defined Users on page 58.



Managing Groups

Managing GroupsYou can do the following via the Group Management tab:

• View Groups, see Viewing Groups on page 58

• Add Groups, see Adding Groups of Defined Users on page 58

• Edit Groups, see Editing Group Definitions on page 59

• Delete Groups, see Deleting Groups on page 59

Before You Begin

You need to know the names of the groups and which users they include.

Viewing Groups

The Group Management screen displays a list of groups and a description for each group (if added).

The Group Management screen is displayed below:

Adding Groups of Defined Users

For each manager, you add a group to include his or her team members.

To add a new group

1. From the Group Management tab, click Add . The Add New Group window appears.

NOTE: If you have more than one new group to add, you can create an Excel file based on the available template and import the Excel file rather than adding each new group separately. For details. see Importing Users and Groups from an Excel File on page 60.



Managing Groups

2. In the Group Name field, enter a unique name for the group.

3. In the Description field, enter a description for your new group.

4. Click Insert.

Editing Group Definitions

When editing a group, you can change the name and description for that group.

To edit a group:

1. From the Group Management tab, select a group.

2. Click Edit . The Edit window appears.

3. In the Group Name field, edit the group name that appears.

4. In the Description field, edit the group description.

5. Click Update.

Deleting Groups

You cannot delete a group with users associated to it - not even if a user in the group was deleted.

You cannot delete the group All Users.

To delete a group:

1. From the Group Management tab, select a group.

2. Click Delete . The group is deleted from the list of groups.

NOTE: Each group must have a unique name.

NOTE: If you have more than one group to edit, you can edit an Excel file based on the available template and import the Excel file rather than editing each group separately. For details. see Importing Users and Groups from an Excel File on page 60.



Importing Users and Groups from an Excel File

Importing Users and Groups from an Excel FileNICE Perform eXpress enables you to import existing Excel files with pre-defined users and/or groups. Importing files, especially those with many users or groups, can save you a great deal of time. Importing files eliminates the need to retype and define each entry.

To import an Excel file:

1. From the User Management tab, click Import File .

The Import window appears.

2. Click to browse and select the Import file you want to import.

3. Click .

The Import window now displays the Summary area with summary and error information.

4. Click Close.

The User and Group definitions are imported into the User Administration application.

Import Summary Information appears here

Error Messages appear here



Defining Organization Settings

Defining Organization SettingsDefine password settings and login options for your organization.

You can define the following:

• Format of full name display (last and first)

• Password policy

• Login options

To define settings:

1. Click the Settings tab. The Organization Settings window appears.

2. In the User Display area, from the Full Name field, select the order in which you want the name to appear: Last, First or First, Last.



Defining Organization Settings

3. In the Password Policy area, select the password policy you want to impose:

4. In the Login Options area, select Display login information if you want the login information to appear each time the user logs in. The last login date and time is displayed as well as the number of failed login attempts.

Below is an example of Login Information that appears when a user logs in if this option is selected:

5. Select when the Login ID should be deactivated: either according to the number of days it is inactive, or according to a number of failed attempts due to an invalid password.

6. Click Save .

Password Policy In this field, define:

Password Expiration Whether or not the password will expire, and if so after how many days.

Password Change Whether or not the user can change their password, and if so, when.

New User Password Whether the user should change their password at the first login.

Password History Whether past passwords should be saved, and if so, how many passwords should be saved.

Password Checking • Defines the minimum amount of characters. The minimum number of characters permitted is four.

• Strict password checking enforces the following restrictions:

• Spaces cannot be the first or last character.

• Both numbers and letters must be used together.

• At least one character must be a capital letter.

• At least one character must be a special character such as $ or @.Note: ~ is not identified as a special letter.

An example of such a password is: 1q2w3eG&.

5

Finding Audit Messages

The Audit Trail application enables finding audit messages and viewing them.

Contents

Getting Started with Audit Trail .....................................................................................64Navigating through Audit Trail ....................................................................................64

Finding Audit Messages ................................................................................................66Running a Saved Query.............................................................................................66Creating a New Query................................................................................................67Modifying a Query ......................................................................................................69

Viewing Messages ..........................................................................................................71Understanding Audit Messages .................................................................................71

Chapter 5: Finding Audit Messages


63

Getting Started with Audit Trail

Getting Started with Audit TrailThis section describes how to open the Audit Trail application and explains the different areas and functionalities of the Audit Trail screen.

Audit Trail is opened from the NICE Perform eXpress navigation bar.

To open Audit Trail:


2. In the navigation bar, click Audit Trail.

The Audit Trail screen appears. See Navigating through Audit Trail below.

Navigating through Audit Trail

The Audit Trail screen is divided into the following areas:

• Saved Queries pane: Displays the list of folders and existing queries. Queries saved in the Public folder can be run by everyone. Queries saved in the Private folder can only be run by you. You can set a default query that filters the messages automatically when you start Audit Trail.

See Running a Saved Query on page 66 and Setting a Default Query on page 70.

• Query Criteria pane: Enables creating a new query and displays the criteria of an existing query.

See Creating a New Query on page 67.

• Query Results area: Displays the results of the current query. The name of the query appears in the title bar of the Results area.

See Viewing Messages on page 71.

Audit Trail

64 Chapter 5: Finding Audit Messages


Getting Started with Audit Trail

The Audit Trail screen is displayed below:

Saved Queries pane Query Criteria pane Query Results area




Finding Audit MessagesIn order to find audit messages in NICE Perform eXpress, you run a query, which filters messages according to the timeframe and message type.

Several basic queries are included in NICE Perform eXpress, or you can create your own. After creating a query, you can save it and run it again.

Using Basic Queries

Basic queries are built in to NICE Perform eXpress. They filter for messages from a specified time in the past up to the present. These Basic queries are:

• Last 1 month

• Last 1 week

• Last 24 hours

• Last hour

See Running a Saved Query on page 66 to use a basic query.

Creating Queries

Creating queries enables specifying the information you want to find in the query results. See Creating a New Query on page 67. After creating a query, you can save it and then use it again. See Running a Saved Query on page 66.

Modifying Queries

Modifying queries enables changing the information in the query results. See Modifying a Query on page 69.

Setting a Default Query

You can set a default query that will automatically filter the results each time you start Audit Trail. See Setting a Default Query on page 70.

Running a Saved Query

You run a saved query by selecting it in the Saved Queries pane.

Basic queriesExisting queries




To run a saved query:

• In the Saved Queries pane, select a saved query.

The audit messages appear according to the query criteria, which are displayed in the Query Criteria pane. The name of the query appears in the title bar of the Query Results area.

Creating a New Query

When you create a new query, you find audit messages according to the specific criteria you set. The query definition determines the query results. See Table 5-1.

Name of queryQuery criteria Results

Table 5-1: Query Options

Option Result

Query located in the Public folder branch Everyone can run the query

Query located in the Private folder branch Only you can run the query

Query name After saving the query, this name appears in the Saved Queries pane

Show last Displays results from the specified period in the past up to the present

From/To Displays results for a specified period in the past

Message Types Displays results from a specific message type




To create a new query:

1. In the Saved Queries pane, select a folder where the query will be stored.

a. Select Private folder or Public folder, depending on who you want to run the query. See Table 5-1 on page 67 for more information. Later, when you save the query, the query name will appear under the selected folder.

b. (Optional) Create a new folder for the query: Click the New button or right-click a folder, and select Folder. A new folder appears in the Saved Queries tree. Select the new folder, and name it in the Query Criteria pane. Click Save.

2. Click the New button or right-click an item, and select Query.

A new query appears in the Saved Queries tree, and the Query Criteria pane displays the options for the new query.

3. In the Query Criteria pane, define the search criteria for the new query. See Table 5-1 on page 67 for more information:

a. In the Query name field, enter a name for the new query. (Note: This name only appears in the Saved Queries pane after you save the query.)

Name the folder

Save the folder name

Query name

Results limited by timeframe

Results limited by message types

Run querySave query




b. Define a timeframe in one of the following ways:

• Select the Show Last radio button. Then select a time interval (Minutes, Hours, Days, Weeks or Months) and enter the appropriate time value (such as 3 Hours or 12 Days).

• Select the From radio button to define a specific time period. In the From and To fields, enter the date and time.

-or-

Click the Calendar button, and select dates from the displayed calendar. Click the

Time Chooser button, and enter a time.

c. To define specific messages as part of the search criteria: In the Message types list, press the Shift key, and select the messages you want to include in the results.

4. Click Run .

The results appear in the Query Results area.

5. (Optional) Click Save to save the query. The query is saved in the location you set in Step 1.

Modifying a Query

You can change the search criteria in an existing query and then save your changes.

To modify a query:

1. In the Saved Queries pane, select the query you want to modify.

The results appear in the Query Results area.

2. In the Query Criteria pane, change the query parameters as needed. See Table 5-1 on page 67 for a description of the options and Step 3 for detailed instructions.

3. Click Save to save the query.




Setting a Default Query

You can set a default query that will automatically filter the results each time you start Audit Trail.

To set a default query:

1. In the Saved Queries pane, right-click the query you want to change to the default query.

2. Select Set as default.

The default query appears with an orange filter icon next to it.

3. To remove the default status from the query, right-click the default query and select Remove default query.

Deleting a Query

You delete a query from the Saved Queries pane.

To delete a query:

1. In the Saved Queries pane, click the query you want to delete.

The query runs.

2. Click the Delete button.

The query is deleted from the Saved Queries pane.



Viewing Messages

Viewing MessagesThe Query Results area displays the messages that match the timeframe and message types specified in the query. See Understanding Audit Messages below for more information.

Understanding Audit Messages

Audit messages track activity in NICE Perform eXpress applications. Table 5-2 describes these messages.

Query Results area

Table 5-2: Audit Messages

Application Message Title

System Management

System Management - System TestSoftware Update

Channel Monitor Channel Monitor Start



Viewing Messages

User Administration

User Password ChangeOrganization Settings Update User Account EnabledUser Account DisabledUser Account LockedNew UserUser DeletionRole ModificationNew GroupGroup DeletionUser UpdateGroup UpdateUser Addition to GroupUser Removal from GroupPassword Reset

Interactions Call SavePlayback StartPlayback On Channel StartExtend Retention

Table 5-2: Audit Messages (Continued)




Viewing Messages

Limiting the Number of Displayed Messages

General Information

You can limit the number of displayed audit messages to 100, 250, or 500.

To limit the number of displayed messages:

• From the Display Top drop-down list, select the number of to display.

The list of displayed changes to reflect your choice.

Configuration Configuration - Storage CreationConfiguration - Update Storage SettingsConfiguration - ESM device Configuration Configuration - ESM device UpdateConfiguration - ESM device DeletionConfiguration - New Recording PackageConfiguration - Recording Package DeletionConfiguration - New CTI SettingsConfiguration - CTI Settings UpdateConfiguration - CTI Settings DeletionConfiguration - New Recording SettingsConfiguration - Recording Settings DeletionConfiguration - Recording Settings UpdateConfiguration - New DeviceConfiguration - Device DeletionConfiguration - Channel Mapping UpdateConfiguration - Backup EnabledConfiguration - Backup DisabledConfiguration - Configuration Applied

General Messages(No Application)

User LoginUser LogoutUser Login Failure

Table 5-2: Audit Messages (Continued)




A

Importing Channel Mapping and Users

NICE Perform eXpress supports the use of Excel file templates for importing channel mapping and user definitions more quickly and efficiently.

Contents

Importing Channels from an Import File ......................................................................76

Importing Users and Groups from an Import File .......................................................85

NOTE: • To edit the Import file, Microsoft Excel must be installed on the NICE Perform

eXpress machine.

• To view the Import file, Microsoft Excel or Excel Viewer needs to be installed on the NICE Perform eXpress machine. You can download the Excel Viewer from the Microsoft Web site at the following link: http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=1cd6acf9-ce06-4e1c-8dcf-f33f669dbc3a

Appendix A: Importing Channel Mapping and Users


75

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=1cd6acf9-ce06-4e1c-8dcf-f33f669dbc3a

Importing Channels from an Import File

Importing Channels from an Import FileNICE Perform eXpress supports importing channel mapping definitions using Excel files, which eliminates the need to add each monitored device and map each channel separately in the Channel Mapping tab in the Configuration application.

You can create new Import files or edit existing ones. When you import an existing file that has been edited, channel mapping definitions are updated by the Import file.

Important Guidelines

• In the Configuration application, the monitored devices definitions in the Import file are appended to the monitored devices currently listed in the Channel Mapping tab.

However, the channel mapping definitions in the Import file overwrite the channel mapping definitions currently displayed in the Channel Mapping tab.

To avoid overwriting existing channel mapping definitions, you must include the existing definitions in the Import file.

• After importing the channel mapping definitions, always use the Import file to update these definitions. Any changes made directly in the user interface of the Channel Mapping tab will be overwritten the next time an Import file is imported.

• Each import file can have up to 200 channel mapping entries. If the import file contains more channels than allowed by your license, only the first channels will be imported.

This section describes:

• Creating Import Files for Channel Mapping on page 76

• Updating Channel Mapping from Import Files on page 82

• Importing a Channel Mapping Import File on page 83

Creating Import Files for Channel Mapping

When importing channel mapping definitions, you define the channel mapping parameters in the NPX Channel Mapping Import Template V2.1.xls file. This Import file includes macros that customize the channel mapping parameters according to the telephony environment of your site.

Along with the procedure for creating an Import file to import channel mapping, this section also includes:

• Channel mapping parameters as they appear in the Import file: See Monitored Device and Channel Mapping Parameters on page 79.

• Background information regarding the Excel file template: See About the Channel Mapping Import Template on page 81.

To create files in Excel format for importing channel mapping:

1. From the Channel Mapping tab in the Configuration application, note the existing channel mapping definitions. In Step 9 you will enter this information into the Import file.

76 Appendix A: Importing Channel Mapping and Users



2. On the NICE Perform eXpress machine, from the Start menu, navigate to All Programs > NICE Perform eXpress > Import Templates.

3. Copy NPX Channel Mapping Import Template V2.1.xls to a location on your hard drive.

4. Open the template file. If prompted, Enable Macros.

The RecordingConfiguration tab appears.

5. From the File menu, select Save as and rename the file with the name of the telephony environment.

6. In the new saved file, from the Select Telephony Environment drop-down list, select a Telephony Environment.

7. In the Number of Channels field, enter the number of channels to be mapped, including those that are already mapped in the Channel Mapping tab of NICE Perform eXpress.

8. Press the Tab key to select the cell with the GO! button. Then click GO!

Note: If the cell with the GO! button is not selected, then the GO! button will not work.

The table fills according to the selected telephony environment and number of channels.

Enter number of channels here




9. Enter information according to the guidelines in Monitored Device and Channel Mapping Parameters on page 79.

10. In a Mixed Environment you will need two files, one for each environment. Repeat this procedure from Step 4 to create a second file.

11. Proceed to Importing a Channel Mapping Import File on page 83.

IMPORTANT You must include the channel mapping definitions that are already configured in the Channel Mapping tab of NICE Perform eXpress. These definitions will be overwritten when you import the Import file.




Monitored Device and Channel Mapping Parameters

The RecordingConfiguration tab is used to define parameters for Channel Mapping in the Configuration. It has four possible sections. Only those relevant to the selected environment appear. The following table provides descriptions of all four sections and all possible parameters.Table A-1: Import File Channel Mapping Parameters

Section Instructions Parameter Description

Channel Mapping

A separate row is generated for each channel. Enter the details of the device mapped to each channel in the appropriate row. Each device entered in this section is automatically monitored and does not need to be entered in the Additional Monitored Devices section.

Special Considerations:

Trunks: Mapping is automatic. Define each device in the Additional Monitored Devices section.Positions: Define the To Device from the Extension to Position Mapping section in this section.

Channel Index Internally generated value. Do not edit this column!

Channel Name Used for easy identification of each channel in the Channel Monitor. Default names are automatically generated. You can edit these names as needed.

Device Name The number or name of the device being recorded.To use Positions, use this column as follows:

• To map Extensions to Positions, complete this field for all Positions.

• To map Positions to Extensions, complete this field for all Extensions.

• Use this value for the To Device field in the Extension to Position Mapping section.

Device Type The type of device being recorded. Example: Extension, Turret, Position, Station

• To map Extensions to Positions, complete this field for all Positions.

• To map Positions to Extensions, complete this field for all Extensions.

IP Address IP address of the telephone extension being recorded.




Additional Monitored Devices

Define all devices that are monitored but not recorded.All devices must be monitored to obtain relevant information, even if they are not recorded.

Special Considerations:

Trunks: Define all devices.Positions: Define the From Device in this section.Trunks with Positions: Define both the Extensions and the Positions.BT Syntegra ITS Switch: This value must be 10 digits long. If necessary, use leading zeros.To enter a range of values, type the first value and drag the column down.Example:

Device Name The number or name of the device being monitored (not recorded).For BT Syntegra ITS Switch, enter 10 digits.Example: 0000000010

Device Type The type of device being monitored (not recorded). Example: IVR, ACD, VDN, Station

IP Addresses for Monitored Devices

IP Address IP address of the telephone extensions being monitored.Enter a single IP address. Example: 123.123.123.123

-or-Enter a range of IP addresses. Example: 123.123.123.*

Table A-1: Import File Channel Mapping Parameters (Continued)





About the Channel Mapping Import Template

After installing NICE Perform eXpress, a shortcut to the template for importing channel mapping parameters is located in the Start menu at the following path: All Programs > NICE Perform eXpress > Import Templates

The name of this template is: NPX Channel Mapping Import Template V2.1.xls

It is an Excel file that includes the channel mapping parameters according to the telephony environment of the site.

Extension to Position Mapping

Trunks: Define both the From Device and To Device in the Additional Monitored Devices section.Extensions and VoIP: Use the Device Number from the Channel Mapping section for the To Device.Use the Device Number from the Additional Monitored Devices section for the From Device.

Direction Select Extension to Position or Position to Extension.

From Device Use this value in the Additional Monitored Devices section.

• To map Extension to Position, enter the device number/name of an Extension.

• To map Position to Extension, enter the device number/name of a Position.

To Device Use this value in the Channel Mapping section or in the Additional Monitored Devices section (for trunks).

• To map Extension to Position, enter the device number/name of a Position.

• To map Position to Extension, enter the device number/name of an Extension.

Table A-1: Import File Channel Mapping Parameters (Continued)





The Excel file uses macros in order to display the necessary channel mapping parameters for the required telephony environment.

The template consists of two tabs:

• RecordingConfiguration

• Metadata

When creating a file for import, you enter information in the RecordingConfiguration tab.

Updating Channel Mapping from Import Files

After creating a channel mapping import file, you can update the parameters in the file and then import the updated information into the Channel Mapping tab. When you import an updated file, only the parameters that have been changed are updated.

To update channel mapping from an Import file:

1. Open the Import file that includes the channel mapping parameters you want to change.

2. In the Number of Channels field, enter the additional number of channels to be mapped.

3. Press the Tab key, and then click the GO! button.

EXAMPLE:

In the example below, the telephony environment is Avaya TSAPI TDM Extension-Side, and the mappings for 10 channels are defined as follows:

IMPORTANT Make sure that the macros are enabled for use with the channel mapping import template.

IMPORTANT Do not change information in the Metadata tab!

TIP: If the GO! button is not active, make sure that the cursor is not inside a cell that already contains text.

Enter number of channels here




The additional channels are added to the file.

4. Enter information according to the guidelines in Monitored Device and Channel Mapping Parameters on page 79.

5. Save the file.

6. Proceed to Importing a Channel Mapping Import File on page 83.

Importing a Channel Mapping Import File

After creating or updating an Import file for importing channel mapping definitions, you import it from the Channel Mapping tab in the Configuration application.

To import channel mapping:

1. In the Channel Mapping tab in the Configuration application, click Import File .

The Import Channel Mapping window appears.

2. Click to browse and select the Import file for the current telephony environment.

3. Click .

IMPORTANT In sites with two telephony environments, verify that you are importing the channel mapping definitions for the correct environment.

In this example, channel mappingdefinitions are imported for

TDM Extension-SideAvaya CDR




The Import Channel Mapping window now displays the Summary area with summary information. If errors occur, the errors appear under the summary information.

4. Click Close.

The Channel Mapping tab is updated with the data from the Import file.

5. Optional - To save your changes without applying them and to continue working on this page, scroll down and click Save.

6. Optional - If all configuration definitions on all tabs are complete and your system is not currently recording, scroll down and click Apply. This applies the new settings.

7. Scroll down and click Next. This saves your definitions and advances you automatically to the next tab. Your definitions are not applied! Apply your definitions after completing all configurations definitions, and at a time when your system is not recording.

After you click Next, the Storage and Archive tab becomes enabled.


WARNING Apply interrupts recording, resulting in a loss of data! Only click Apply when you have determined that your system is not currently recording.



Importing Users and Groups from an Import File

Importing Users and Groups from an Import FileNICE Perform eXpress supports importing an XLS file that defines users and groups in the User Administration application. Importing files, especially ones with many users or groups, can save you a great deal of time. Importing files avoids the need to retype and define each entry.

Important Guidelines

• Up to 200 users can be imported at a time. Each time you import the Import file, new users are added to the list of the current users.

• When users are already defined in the User Administration application, the Import file updates their information.

Creating Import Files for Importing Users and Groups

NICE Perform eXpress supports importing files in Excel (XLS) format. An Excel template is available that only requires filling in the mandatory fields. The template consists of three tabs:

• Groups

• Users

• Metadata

When creating a file for import, enter information in the Groups and Users tabs.

Groups Tab

Assign groups according to Manager team members to allow the manager to run queries on team members interactions.

Enter the following information in the Groups tab:

• Group Name

• Description

Users Tab

When creating a new user, set their user type, permissions, and other settings.

IMPORTANT Do not change information in the Metadata tab!




The table below lists the field name, description, and guidelines you must follow when filling information in the Users tab:

Table A-2: Users Tab Description and Guidelines

Field Name Description Guideline

First Name First Name of user (The display is defined in the Settings tab - see Defining Organization Settings on page 61.)

Mandatory

Last Name Last Name of user (The display is defined in the Settings tab - see Defining Organization Settings on page 61.)

Mandatory

User Type Three main user types (roles) exist. Each role has a predefined list of privileges.

• Agent

• Manager

• ITFor details, see User Type description in Viewing User Information on page 50.

Mandatory

Login Name If defined as a user, the user login name is displayed.

Password Login password If you do not enter a password, one of the following occurs, depending on whether the user is new or not:

• New user - the default password (nice1234) is used. At the first login, the user will be asked to change the password.

• Existing user - the current password is retained and is not overwritten with the default password.

Group The group to which the user belongs.

If you defined a group in the Group tab, the group name will appear in a drop-down list in the User tab.If you do not select a group in User tab, the new user will automatically belong to All Users.




Extension The extension/s on which the user is being recorded.

You must enter an extension as it is defined in the Configuration application. For the BT Syntegra ITS Switch, this must be 12 digits long. If necessary, use leading zeros.Example: 000000000010Note - You can add an additional extension in the Extension # 2 field.

CTI for Extension CTI that is associated with the extension.

In sites with only one CTI, you do not have to enter a CTI. In sites with two CTIs, you must enter a CTI.

Agent ID The Agent ID by which the user is identified.

CTI for Agent ID CTI that is associated with the Agent ID.


OS Login Name The Operating System login name.

Mandatory

Domain Name

Email The user’s email address.

Extension # 2 The extension/s on which the user is being recorded.

You must enter an extension as it is defined in the Configuration application.For the BT Syntegra ITS Switch, this must be 12 digits long. If necessary, use leading zeros.Example: 000000000010

CTI for Extension #2 CTI that is associated with the second extension.


Agent ID #2 The second Agent ID by which the user is identified.

Table A-2: Users Tab Description and Guidelines (Continued)





To create files in Excel format for importing users and groups:

1. From the Start menu, navigate to All Programs > NICE Perform eXpress > Import Templates.

2. Copy NPX Users Import Template V1.0.xls to a location on your hard drive.

3. Double-click the template file to open it.

4. Enter information in the Groups and Users tabs according to the guidelines in Table A-2. Up to 200 users can be imported at a time.

5. Rename and save file.

Importing a Group and User Import File

You can create or edit users and/or groups via an Excel file, and then import it. To create an Excel file to import, see Creating Import Files for Importing Users and Groups on page 85.

To import groups and users:

1. From the User Management tab in the User Administration application, click Import File

.

The Import window appears.

2. Click to browse and select the Import file you want to import.

3. Click .

CTI for Agent ID # 2 CTI that is associated with the second Agent ID.

Table A-2: Users Tab Description and Guidelines (Continued)





The Import window now displays the Summary area with summary and error information.

4. Click Close.

5. Click Save to save the updated definitions in the User Administration application.


Error Messages appear here



B

Using Extend Retention

• Extend the retention of specific interactions, such as those marked as a customer dispute. See Extending the Retention of Interactions on page 92.

• Search for interactions whose retention has expired or will expire shortly. See Filtering Interactions by Retention Information on page 95.

• Review the Extend Retention status of interactions whose retention has been extended. See Understanding Interaction Details - Extend Retention on page 96.

Contents

Extending the Retention of Interactions.......................................................................92

Filtering Interactions by Retention Information...........................................................95

Understanding Interaction Details - Extend Retention................................................96

IMPORTANT Extending retention is only available to users who have administrative privileges in the NICE Perform eXpress system. Users who do not have these permissions will not see any of the features described in this section.

Appendix B: Using Extend Retention


91

Extending the Retention of Interactions

Extending the Retention of InteractionsExtending retention enables setting a new retention date for interactions that are in line for deletion from storage and archive.

Extend Retention Requirements

In order to extend the retention of interactions, the following two requirements must be met:

• The new expiration date, after extending retention, must be after the existing expiration date.

• The interaction must be archived.

If these requirements are not met, when attempting to extend the retention of interaction, the interaction appears in red with the message that retention cannot be extended.

To extend the retention of interactions:


2. In the navigation bar, click Interactions.

NOTE: In order to extend the retention of interactions, the site must first be enabled for data retention. See the relevant NICE Perform eXpress Installation Guide for more information on enabling retention.

EXAMPLE: You want to extend the expiry date for certain interactions which were involved in a customer dispute. The current expiry date for the relevant interactions is 30 January 2009, and you extend this expiry date to 30 January 2011.

92 Appendix B: Using Extend Retention



The Interactions application appears.

3. Query for the interactions whose retention you want to extend. To query according to current retention expiration dates and Extend Retention status, see Filtering Interactions by Retention Information on page 95. For general queries, see the NICE Perform eXpress User’s Guide.

The relevant interactions appear in the Query Results area.

4. Select an interaction whose retention you want to extend. To select more than one interaction, press the Shift or Ctrl key.

The action buttons are enabled.

5. Click Extend Retention . Note: If the Extend Retention button does not appear, retention is not enabled at the site. See the relevant NICE Perform eXpress Installation Guide for information on enabling retention.

Selected interaction

Action buttons




The Extend Retention window appears, and details of the selected interactions are displayed.

6. In the Extend retention to field, enter a date that is after the current expiration date. (If no date appears in the Current Expiration Date column, the interaction is not yet archived, and its retention cannot be extended.)

In the New Expiration Date column, the date is updated for all the listed interactions.

7. Click OK.

The retention of the interaction is extended. See Filtering Interactions by Retention Information on page 95 to query for interactions according to their Extend Retention status.

Details of theselected interactions



Filtering Interactions by Retention Information

Filtering Interactions by Retention InformationTwo of the query options, as described in the NICE Perform eXpress User’s Guide, relate to retention and Extend Retention status. These options appear in the Query Criteria area. They are:

• Retention Expiration Date: Finds interactions according to the retention date.

• Expired: Finds all interactions whose retention has expired.

• Expires in <number of months> months: Finds all interactions whose retention will expire in the specified number of months.

• Extended Retention Status: Finds interactions according to whether or not their retention has already been extended. The possible statuses are:

• In Progress: Request was made to extend the retention of the interaction.

• Retention Extended: Interactions whose retention has been extended.

• Failed: Retention was not extended for the interaction.

Retention query options



Understanding Interaction Details - Extend Retention

Understanding Interaction Details - Extend RetentionAfter extending retention, the interaction details appear with the Extended Retention status. Possible statuses are:

• In Progress: Request was made to extend the retention of the interaction.

• Retention Extended: Interactions whose retention has been extended.

• Failed: Retention was not extended for the interaction.

For information on how to expand the interaction details, see the NICE Perform eXpress User’s Guide.



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