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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.

385A0846-01 Rev. A0

5,185,780

5,446,603

6,122,665

6,330,025

6,785,369

6,959,079

7,152,018

7,386,105

7,573,421

5,216,744

5,457,782

6,192,346

6,542,602

6,785,370

6,965,886

7,203,655

7,392,160

7,577,246

5,274,738

5,819,005

6,246,752

6,564,368

6,856,343

6,970,829

7,240,328

7,436,887

7,581,001

5,289,368

5,911,134

6,249,570

6,615,193

6,865,604

7,010,106

7,305,082

7,474,633

7,587,454

5,325,292

5,937,029

6,252,946

6,694,374

6,871,229

7,010,109

7,333,445

7,532,744

7,599,475

5,339,203

6,044,355

6,252,947

6,728,345

6,880,004

7,058,589

7,346,186

7,545,803

7,631,046

5,396,371

6,115,746

6,311,194

6,775,372

6,937,706

7,085,728

7,383,199

7,546,173

DisclaimerThe Maintenance Guide provided herein shall be used only for the purpose of performing system maintenance. Any and all guidelines and instructions provided to you shall not be transmitted, reproduced or used for any purpose other than as expressly authorized by NICE.

The information contained in the Maintenance Guide is subject to change by NICE at any time without notice.

The Maintenance Guide does not provide any additional warranty for the NICE products. NICE assumes no responsibility for the use or reliability of its software on equipment that is not certified by NICE. NICE shall have no liability with respect to the content, products and services provided from third parties Web sites and you hereby undertake to bear all risks associated with the use of such content, products and services.

Should you find any problem in the Maintenance Guide please report it to NICE in writing.

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]

For 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

1Introduction 9

Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Maintenance Procedure Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11NICE Diagnostic and Monitoring Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Become a Certified NICE Perform Administrator . . . . . . . . . . . . . . . . . . . . . 22Contacting NICE Systems Customer Service . . . . . . . . . . . . . . . . . . . . . . . . 23

2General Maintenance 25

Verifying That There Are No Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Validating Space on Server Hard Drive(s) . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Installing the Latest NICE-Certified Microsoft Security Patches . . . . . . . . . 28Shutting Down NICE Perform System Servers/Components . . . . . . . . . . . . 31

Shutting Down NICE Perform Release 3 Service Pack 4 Servers/Components 32Shutting Down NICE Perform Release 3.1 Components/Servers . . . . . . . . 36Shutting Down NICE Perform Release 3.2 Servers/Components . . . . . . . . 41

Stopping NICE Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Starting Up NICE Perform System Servers/Components . . . . . . . . . . . . . . . 49

Verifying that Component/Server Services are Running . . . . . . . . . . . . . . . 50Verifying NICE Systems Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Collecting NICE Perform System Information . . . . . . . . . . . . . . . . . . . . . . . . 52

3Archiving Maintenance 53

Verifying Storage Center Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Contents

NICE Perform® Release 3.x: Maintenance Guide (Rev. A0)

7

Verifying Space in a Storage Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Verifying Storage Rules and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 56Adding a New Storage Unit to a Storage Group . . . . . . . . . . . . . . . . . . . . . . 57Expanding the Size of a Storage Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Calculating the Required Storage Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

4Loggers Maintenance 65

Logger Version Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Verifying the Oldest Token on a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67N+1 Resiliency Procedures Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Verifying the N+1 Resiliency Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

5Recording Maintenance 75

Verifying Voice Recording Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

6SQL Database Maintenance 79

SQL Version Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Verifying That All SQL Jobs are Running Correctly . . . . . . . . . . . . . . . . . . . 81Verifying Database Integrity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Verifying Database Size and Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

6Appendix A: NICE Perform Services 85

NICE Services in NICE Perform Release 3 Service Pack 4 . . . . . . . . . . . . . . 86NICE Services in NICE Perform Release 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . 89NICE Services in NICE Perform Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . 92

8 Contents


Chapter 1: Introduction


9

1

Introduction

This Maintenance Guide provides in-depth information relating to the “whens and hows” of maintaining the NICE Perform 3.x system.

Contents

Scope...............................................................................................................................10

Maintenance Procedure Summary................................................................................ 11

NICE Diagnostic and Monitoring Utilities.....................................................................21

Become a Certified NICE Perform Administrator ........................................................22

Contacting NICE Systems Customer Service ..............................................................23

10 Chapter 1: Introduction


Scope

Scope

NICE Perform Maintenance Guide - Maintenance Procedures for Customers provides:

• A complete description of all procedures that can be performed by the customer.

• The Maintenance Procedure Summary table summarizing all available procedures, indicating the group qualified to perform each procedure (either the Customer or NICE Customer Support).

If the need arises for a procedure that only NICE Customer Support should perform , please contact NICE Customer Support (see Contacting NICE Systems Customer Service on page 23).



Maintenance Procedure Summary

Maintenance Procedure SummaryThe following table presents a summary of scheduled and ad hoc maintenance procedures for the NICE Perform system. It includes procedures to be performed by Customer personnel such as system administrators or database administrators, or by NICE Customer Support. Use this table to become familiar with the available procedures and who should perform them.

The name of each procedure in this table that you can perform is a link that takes you to the actual procedure. If the need arises for a procedure that you are not authorized to perform, please contact NICE Systems Customer Support. For more information about how to contact NICE Customer Support, see Contacting NICE Systems Customer Service on page 23

To help you keep track of the NICE Perform maintenance routine, a handy Maintenance Schedule can be downloaded from http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring/Maintenance Guide/Forms/AllItems.aspx.

Table 1-1: NICE Perform Maintenance Procedures

General Maintenance Procedures

Procedure Performed by How Often? Purpose Applicable to NICE Perform

Version

R3SP3 R3SP4 R3.1 R3.2

Verifying That There Are No Alarms

Customer Daily To ensure that no alarms have been issued from the NICE Perform system.

Validating Space on Server Hard Drive(s)

Customer Weekly To ensure that there is sufficient space on the hard drive(s) of a server to support NICE Perform operations.

Installing the Latest NICE-Certified Microsoft Security Patches

Customer Monthly To ensure that all appropriate Windows security updates are installed on all relevant servers and workstations on the customer’s site.

http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring/Maintenance Guide/Forms/AllItems.aspx




Shutting Down NICE Perform System Servers/Components

Customer As needed

Use this procedure whenever it is necessary to shut down NICE Perform system servers and components such as when installing a new Microsoft service pack or patch or when there is a planned shutdown of the servers.

Stopping NICE Services Customer As needed

Use this procedure whenever it is necessary to stop NICE Perform system component service.

Starting Up NICE Perform System Servers/Components

Customer As needed

Use this procedure whenever it is necessary to restart NICE Perform system servers and components such as when installing a new Microsoft service pack or patch or after a planned shutdown of the servers.

Collecting NICE Perform System Information

Customer As needed

To quickly collect required information from NICE Perform servers and workstations using the Log Collector. The collected information is presented in report format so it can be sent for analysis when reporting a problem to NICE support.




Version

R3SP3 R3SP4 R3.1 R3.2




Changing the IP Address/Host Name of NICE Servers

NICE Customer Support

As needed

At times during a system’s lifetime, the host name or IP address of a server must be changed. This procedure contains instructions for performing the change and for testing the results, ensuring that the required changes were made in all relevant locations.NOTE: for this procedure only, instructions are also provided for the following earlier releases:

• NICE Perform Release 1 Service Pack 7





Version

R3SP3 R3SP4 R3.1 R3.2

Archiving Maintenance Procedures

Procedure Performed by How Often? Purpose

App. to NICE Perform Version

R3SP3 R3SP4 R3.1 R3.2

Verifying Storage Center Archiving

Customer Daily To check that the Storage Center is archiving calls




Verifying Space in a Storage Group

Customer Weekly To check that there is enough space on the storage groups in the Storage Center. (Based on the Archiving Backlog and Storage Usage Health Check Report.)

Verifying Storage Rules and Configuration

Customer Weekly To ensure that all storage related rules and configurations are correct.Should also be performed after every change to a Storage Rule or Storage configuration (Storage Center, Storage Groups and Storage Units)

Adding a New Storage Unit to a Storage Group

Customer As Needed

To increase the available storage capacity of a storage group. This procedure can be used as a preventive action after having analyzed the Health Check Reports (HCR) Archiving Backlog Report and discovered a problem relating to insufficient disk space. See the Health Check Reports Guide, Archiving Backlog and Storage Usage Report section.

Expanding the Size of a Storage Unit

Customer As Needed

To increase the available storage capacity of a Storage Unit.

Archiving Maintenance Procedures (Continued)



R3SP3 R3SP4 R3.1 R3.2




Loggers Maintenance Procedures



R3SP3 R3SP4 R3.1 R3.2

Verifying the Oldest Token on a Logger

Customer Weekly To verify that unarchived data on a Logger is not being lost due to recycling of tokens on the logger.

Verifying the N+1 Resiliency Chain

Customer Quarterly To check for transfer of operations in systems with N+1 configuration from the normal Logger to the spare Logger in cases where the normal Logger is down or otherwise not available and to verify that calls are correctly recorded.

Adding a Standalone Logger to an N+1 Chain


As needed

To add an existing defined standalone Logger to an existing N+1 chain.

Replacing a Logger in an N+1 Chain with Another Logger


As needed

To replace a defined Logger in an existing N+1 chain.

Excluding a Logger from an N+1 Chain


As needed

To exclude a logger from an existing N+1 chain




Backing Up Calls on a Logger


As needed

To efficiently and quickly back up calls on a logger using the Logger Snapshot Tool (LST) when handling critical issues in the field or during planned maintenance activities or upgrades. This procedure is relevant for the following Loggers:

• TDM Logger version 9.06

• VoIP Logger version 9.12

Adding New Channels to an Existing Logger


As needed

To increase the channel capacity of existing Loggers.These procedures are relevant for the following Logger versions:

• TDM Logger version 9.06, Service Pack 5

• VoIP Logger version 9.12, Service Packs 5 and 6

Loggers Maintenance Procedures (Continued)



R3SP3 R3SP4 R3.1 R3.2




Increasing the Number of Tokens on a VoIP Logger


As needed

To increase the number of available tokens on a VoIP Logger. This should be done in the following cases:

• In all NICE Perform versions: Loggers with a large number of channels (greater than 400), where the Logger is often restarted.

• In NICE Perform Release 3.1 and later: In NICE Sentinel, after receiving Alarm 2012 (“Not Archived Time”) and checking the “age” (in days) of the oldest token on the Logger. See Verifying the Oldest Token on a Logger on page 67.

Loggers Maintenance Procedures (Continued)



R3SP3 R3SP4 R3.1 R3.2

Recording Maintenance



R3SP3 R3SP4 R3.1 R3.2

Verifying Voice Recording Coverage

Customer Daily To ensure that all calls that should be recorded according to system configuration are actually being recorded.




SQL Database Maintenance Procedures



R3SP3 R3SP4 R3.1 R3.2

Verifying That All SQL Jobs are Running Correctly

Customer Weekly To ensure that all SQL jobs on the Database Server and/or Data Mart Server are functioning correctly and, if not, take action.

Verifying Database Integrity

Customer Monthly To ensure that the database is functioning correctly.

Verifying Database Size and Space

Customer Monthly To check the size and available space of SQL tables.

Manually Backing Up a Database


As needed

When performing procedures related to the maintenance of SQL databases such as when upgrading an SQL server, migrating from one SQL server to another, or installing new software; it may be necessary to use a manual backup of the database instead of using the existing automatic backups. This procedure explains how to perform a manual backup.




Restoring a Database NICE Customer Support

As needed

This procedure describes how to manually restore a database in cases where such a restore is required (such as during a migration process, when changing a physical server or when the database has been corrupted). This process refers to databases that were backed up automatically by NICE database backup jobs or that were backed up manually.

Backing Up and Restoring the Cryptographic Database


As needed

In NICE Perform system implementing media encryption, the Cryptographic Database (nice_crypto) serves as a repository for the NICE Key Storage Manager (KSM) application. When the nice_crypto database needs to be backed up and restored on another SQL Server instance, steps must be taken to ensure the ability to encrypt and decrypt data.

Increasing the Size of a Database


As needed

In order to maintain system functionality, the size of a database must be increased when the size of a specific database does not match the required size based on the required amount of data and retention or when its free disk space is less than 10%

SQL Database Maintenance Procedures (Continued)



R3SP3 R3SP4 R3.1 R3.2




Migrating a 32-bit Database Server to a 64-bit Server


As needed

Use this procedure when migrating a Database Server from an SQL 2005 32-bit server to an SQL 2005 64-bit server or an SQL 2008 32-bit server to an SQL 2008 64-bit server to retain all data from the old database (including calls, interactions, user data, etc.). NOTE: Data Mart is not supported in NICE Perform Release 3 Service Pack 4.

SQL 2005

SQL 2005

SQL 2005andSQL 2008

SQL Database Maintenance Procedures (Continued)



R3SP3 R3SP4 R3.1 R3.2



NICE Diagnostic and Monitoring Utilities

NICE Diagnostic and Monitoring UtilitiesAs a supplement to NICE Perform, NICE Systems provides a “bundle” of utilities to facilitate the diagnostic and monitoring aspects of operating NICE Perform. These tools are required to perform many of the procedures in this guide. The bundle includes the following tools:

Documentation for all the tools listed in the table can be found on ExtraNICE at the following link:

http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring

Tool Description Supported NICE Perform Versions

Health Check Reports (HCR)

A set of reports that provides information about recording and archiving performance in the system.

NICE Perform Release 3 Service Pack 4 and later

NICE Sentinel A new real-time monitoring tool that replaces the CA NMS. The NICE Sentinel is easy to install, configure and use. It collects information mainly about recording and archiving system health from different data sources and provides clear alarms.

NICE Perform Release 3.1 and later

Storage Rules Validator (SRV)

An easy-to-use tool that runs a series of tests to verify the validity of Storage Rules and storage configuration in the system.


Log Collector V1.3 This new version enables log collection for specific problems and the ability to collect site information that can later be imported to the install base.


http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring



Become a Certified NICE Perform Administrator

Become a Certified NICE Perform AdministratorInterested in extracting the most from this Maintenance Guide? Join a NICE Perform Certified Administrator (NPCA) course!

NPCA is designed for IT/Admin personnel who are responsible for the technical operation of NICE Perform in their organization and who support it on a daily basis. NICE highly recommends that every customer has at least one one person on staff who is NPCA certified.

Course Overview

NPCA students learn about architecture, servers and components in order to better understand the technical flows and functionality of NICE Perform. With this background the students explore the available system tools and options that will aid them in monitoring, troubleshooting and maintaining the NICE Perform solution.

Key Benefits

• Gain comprehensive technical knowledge of system components and their interoperability

• Gain the knowledge and tools required to provide internal support for your NICE Perform solution

• Learn preventative maintenance and regular checkup routines that will ensure optimal performance of your NICE Perform solution

• Learn how to communicate efficiently and effectively with NICE customer support

Course Objectives

NPCA graduates will be able to:

• Identify NICE Perform core servers and components and describe their operation and interoperability, including integration with TDM and VoIP telephony systems

• Perform common changes in the system, mainly adding new sources for recording

• Perform proactive maintenance of the NICE Perform system by following maintenance schedules and maintenance guides, and by using additional tools

• Perform basic troubleshooting of selected common issues

• Communicate effectively with NICE support centers

For more information on NPCA schedules and ordering, contact NICE Customer Training Services at [email protected] or visit the NICE Education Center Portal: http://education.nice.com

[email protected]

http://education.nice.com



Contacting NICE Systems Customer Service

Contacting NICE Systems Customer ServiceNICE has the industry's largest and most extensive network of support centers designed to make sure that support is virtually on your doorstep.

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]

mailto: [email protected]









Contacting NICE Systems Customer Service

Chapter 2: General Maintenance


25

2

General Maintenance

This chapter provides general maintenance procedures required for the effective maintenance of NICE Perform systems.

Contents

Verifying That There Are No Alarms .............................................................................26

Validating Space on Server Hard Drive(s) ....................................................................27

Installing the Latest NICE-Certified Microsoft Security Patches................................28

Shutting Down NICE Perform System Servers/Components .....................................31

Stopping NICE Services.................................................................................................46

Starting Up NICE Perform System Servers/Components ...........................................49

Collecting NICE Perform System Information .............................................................52

26 Chapter 2: General Maintenance

NICE Perform® 3.x Release 3.x: Maintenance Guide (Rev. A0)



Use the NICE Center dashboard in NICE Sentinel to perform basic system monitoring. This dashboard provides a real-time overview of your entire system, and enables you to drill down to the heart of the problem.

NICE Sentinel displays alarms in several places. The two main areas in which you monitor the entire NICE Perform system for alarms are the Network Map and the Recording or Archiving Alarm Indicators. Alarms are also displayed in the Top Alarmed Devices area.

For more information, see the NICE Sentinel User Guide: Chapter 2, Monitoring NICE Perform with NICE Sentinel.

Frequency: Daily

Performed by: Customer

Purpose: The purpose of this procedure is to ensure that no alarms have been issued from the NICE Perform system.

Applicable to version(s):

• NICE Perform Release 3.1


http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring/NICE Sentinel/Forms/AllItems.aspx





You can check the amount of space used on a hard drive through NICE Sentinel. The default threshold for disk space usage is set to 90%. If the space used exceeds this threshold, a minor alarm (Alarm ID 2023; Alarm Name: Disk Space Used) is issued. The disk space on all hard drives on all servers in the NICE Perform system should be checked weekly to proactively prevent situations where there is not enough disk space to support system functionality.

For more information, see the paragraph on Tracking System Data: Custom dVUEs in the NICE Sentinel User Guide: Chapter 3, Accessing In-Depth Data.

Frequency: Weekly


Purpose: The purpose of this procedure is to ensure that there is sufficient space on the hard drive(s) of a server to support NICE Perform operations.










Periodically, NICE issues technical notes regarding the latest Microsoft Security Bulletins. Each such Technical Note includes information about which updates are certified by NICE for use with NICE products and which updates are irrelevant, and therefore uncertified by NICE. NICE policy is to certify each new Microsoft update or patch are certified within five (5) business days from the date of publication by Microsoft. Links are provided to the Microsoft Security web site in general and to each update (according to the appropriate version of Windows). The troubleshooting section provides possible solutions if you are experiencing problems with your NICE product after installing the MS updates. The Technical Notes also include links to previous MS Security Bulletins.

Before installing an update, refer to the Microsoft Security web site for full details on the bulletin, its dependencies and relevancy for the specific server/workstation configuration on site:

http://www.microsoft.com/security/updates/bulletins/default.aspx

To check for the latest Microsoft Security Patches

1. Once a month, visit the ExtraNICE web site (http://www.extranice.com/EIS/Pages/default.aspx).

2. Under Latest Technical and Security Information, check for the latest Technical Note about MS Security Bulletins. Click the link to open the Technical Note.

Frequency: Monthly


Purpose: To ensure that all appropriate Windows security updates are installed on all relevant servers and workstations on the customer’s site.

Applicable to version(s): • NICE Perform Release 3 Service Pack 3




http://www.microsoft.com/security/updates/bulletins/default.aspx

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




Figure 2-1 Checking for New MS Security Patches on ExtraNICE

3. In the Security Bulletin section, see a table of all MS Security Bulletins certified by NICE for use with NICE products. The information provided includes bulletin number, KB number, release date and severity.

4. Under Links to Security Updates, you can find links to the updates, categorized according to Windows version. Click the link of the update you want to install. The link takes you to the relevant page on the Microsoft Security web site. Figure 2-2 Security Update Page on the Microsoft Web Site

Click the latest MS Security Bulletin




5. Before installing the update:

• Carefully check all details about the update’s dependencies and relevancy to the specific server/workstation configuration on site.

• Shut down the NICE Perform system (see Shutting Down NICE Perform System Servers/Components on page 31).

6. Install the update according to the instructions provided on the MS Security web site.

7. If, after installation, you have trouble logging in to NICE Perform applications or you are experiencing other problems with the system, refer to the Troubleshooting appendix in the MS Security Bulletin Technical Note.





Before shutting down system servers, stop the NICE Perform services running on the server (see Stopping NICE Services on page 46). When shutting down a component running on a workstation where no NICE services are running (such as the NICE ScreenAgent), simply stop the component. It is not required to shut down the workstation.

When a service has a dependency, this means that it is dependent on another specified service or services. The dependent service should be stopped before the service upon which it is dependent. For example, in the NICE Playback Server, the NiceIVR service is dependent on the Remote Procedure Call (RPC) service. If the RPC is stopped before the NiceIVR service, as a result the Nice IVR service will go down.

The following tables indicates the order in which NICE Perform components and servers should be shut down, the order in which their associated services (if any) should be stopped and any related dependencies.

On each server, the services should be stopped before shutting down the server.

• Shutting Down NICE Perform Release 3 Service Pack 4 Servers/Components on page 32

• Shutting Down NICE Perform Release 3.1 Components/Servers on page 36

• Shutting Down NICE Perform Release 3.2 Servers/Components on page 41

Frequency: As needed


Purpose: Use this procedure whenever it is necessary to shut down NICE Perform system servers and components such as when installing a new Microsoft service pack or patch or when there is a planned shutdown of the servers.




NOTE: The following tables represent a NICE Perform installation that consists of all possible components. Services for NICE components that were not installed in your NICE Perform system will not appear in the Services list.




Shutting Down NICE Perform Release 3 Service Pack 4 Servers/Componentsa c

Table 2-1: Order for Shutting Down NICE Perform Release 3 Service Pack 4 Components/Servers

Order Component/Server Services Dependencies Comments

4 Shut down NICE NMS Server CA License Client

CA-Unicenter CA-Unicenter is dependent upon and should be shut down before:

• CA-Unicenter (NR-Server)

• CA-Unicenter (Transport)

• MSSQLSERVER

CA Nice SMTP Service

CA-AutoDiscovery

CA-IPXDiscovery

CA-Unicenter(NR-Server)

CA-Unicenter (Remote)

CA-Unicenter (Transport)

CA-Unicenter Discovery Scheduler

CA-Unicenter TND Severity Propagation

CA-Unicenter WorldView Agent

5 Shut down NICE Audio Analysis Server

Nice Audio Analysis

Nice Playback Resource Manager




6 Shut down NICE Backup Server/Media Library

N/A N/A

7 Shut down NICE Reporter/Data Mart Server

Nice Analysis Server If the Data Mart Server is installed on the Database Server, shut it down in Step 14 and not in this step.

Nice Reporter Engine

Nice Reporter Scheduler

8 Shut down NICE Playback Server Nice PBSLink

NiceIVR NiceIVR is dependent upon and should be shut down before:Remote Procedure Call (RPC)

Nice Playback Streaming

9 Shut down NICE ScreenSense Server

Nice ScreenSense Server When the ScreenSense Server is installed on the Applications server, stop the ScreenSense Server service when shutting down the Applications server in step 13.

10 Shut down NICE Storage Center Nice Storage Center Service

Nice Storage Streaming Service

Table 2-1: Order for Shutting Down NICE Perform Release 3 Service Pack 4 Components/Servers (Continued)





11 Shut down NiceScreen Logger NICE Multimedia Logger Service

Nice SAMS

12 Shut down NICE Interactions Center NICE CLS

NICE CLS Monitor

NICE CLS TRS

Nice Integration Dispatch Service

Nice Integration Log Retention

Nice Integration Reporting Level Dumper

13 Shut down NICE Applications Server Nice AA Search Controller

NICE Audit Trail Service

NICE Coaching Service

NICE Evaluations Form Server

Nice FTF Query Server Nice FTFQuery Server is dependent upon and should be shut down before:Nice NBA (Business Analyzer)

Nice Investigations Server Nice FTFQuery Server is dependent upon and should be shut down before:Nice NBA (Business Analyzer)

Nice IP Phone Applications






NICE Monitor Server

NICE MyUniverse

NICE NBA (Business Analyzer)

NICE Playback Administration

NICE Playback Streaming

NICE Rule Engine

NICE Rules Manager Service

NICE System Administrator

14 Shut down NICE Database Server N/A

15 Shut down NICE TDM/VoIP Logger NOTE: Do not shut down the computer before shutting down the Voice/VoIP Logger services.

NOTE: IPCapture is a process, not a service.

TDM Logger Services Nice Voice Logger

CIMService Dependent upon:Log Service

LogService

VoIP Logger Services Nice VoIP Logger

CIMService Dependent upon:Log Service

IPCapture Dependent upon:Log Service

LogService






Shutting Down NICE Perform Release 3.1 Components/Servers

Table 2-2: Order for Shutting Down NICE Perform Release 3.1 Components/Servers


4 Shut down NICE NMS Server CA License Client

CA Nice SMTP Service

CA-AutoDiscovery

CA-IPXDiscovery

CA-Unicenter Dependent upon and should be stopped before:



• MSSQLSERVER






Nice CAClient

SNMP Nice Trap Formatter

SNMP Trap Service

Unicenter TND Agent Technology





Nice Audio Analysis

Nice Playback Administration


N/A N/A





Report Application Server

8 Shut down NICE Telephony Services Intel Dialogic product Boardserver Dependent upon and should be stopped before:DigPnPObserverService

Intel Dialogic product System Server Dependent upon and should be stopped before:DigPnPObserverServiceCT Bus BrokerDM3Config

Nice Playback Telephony Services

Table 2-2: Order for Shutting Down NICE Perform Release 3.1 Components/Servers (Continued)







10 Shut down NICE Storage Center LogService

Nice Storage Center Service



Nice SAMS


NICE CLS Monitor

NICE CLS TRS













Nice FTF Query Server Dependent upon and should be stopped before:Nice NBA (Business Analyzer)

Nice Investigations Server Dependent upon and should be stopped before:Nice NBA (Business Analyzer)


NICE Monitor Server

NICE MyUniverse




NICE Rule Engine












CIMService Dependent upon and should be stopped before:LogService

LogService


CIMService Dependent upon and should be stopped before:LogService

IPCapture Dependent upon and should be stopped before:LogService

LogService






Shutting Down NICE Perform Release 3.2 Servers/Components

Table 2-3: Order for Shutting Down NICE Perform Release 3.2 Components/Servers


4 Shut down NICE NMS Server CA Nice SMTP Service

CA-Unicenter Dependent upon and should be stopped before:



• MSSQLSERVER







Nice Audio Analysis

Nice Playback Administration


N/A N/A








8 Shut down NICE Telephony Services Intel Dialogic product Boardserver Dependent upon and should be stopped before:DigPnPObserverService

Intel Dialogic product System Server Dependent upon and should be stopped before:

• DigPnPObserverService

• CT Bus Broker

• DM3Config

Nice Playback Telephony Services



10 Shut down NICE Storage Center Nice Storage Center Service








Nice MML Tray Icon Service

Nice SAMS


NICE CLS Monitor

NICE CLS TRS








Nice FTF Query Server Dependent upon and should be stopped before:Nice NBA (Business Analyzer)

Nice Investigations Server Dependent upon and should be stopped before:Nice NBA (Business Analyzer)







NICE Monitor Server

NICE MyUniverse




NICE Rule Engine












CIMService Dependent upon and should be stopped before:LogService.

LogService


CIMService Dependent upon and should be stopped before:LogService.

IPCapture Dependent upon and should be stopped before:LogService.

LogService





Stopping NICE Services


Depending on the NICE Perform release, services can be stopped on a specific server either in:

• NICE Services Configuration Manager: a NICE proprietary utility for managing NICE services only. The services that appear are those services that are currently managed by the NICE Services Configuration Manager. Depending on your site configuration and licensing, some services may not appear.

• Windows Services: a Windows utility for managing all services on a machine running the Windows operating system.

The following table indicates where services can be stopped for the following NICE Perform versions:

To stop NICE Services using the NICE Services Configuration Manager:

1. On the Applications Server, using Windows Explorer, navigate to the drive on which NICE Perform was installed and go to Program Files/Nice Systems/Applications/Tools/Nice Services Configuration.



Purpose: Use this procedure whenever it is necessary to stop NICE Perform system component service.




Table 2-4: Where to stop NICE and other related services

NICE Perform Version NICE Services Configuration Manager Windows Services

Release 3 Use to stop/start all Applications Server services

Use to stop/start services for all other servers/components

Release 3.1 Use to stop/start all Applications Server services

Use to stop/start services for all other servers/components

Release 3.2 Use to stop/start services for all servers/components except for the Database Server

Use to stop/start the Database Server services (such as MSSQLSERVER)




2. Double-click Nice Services Configuration Manager.exe to start the NICE Services Configuration Manager utility.Figure 2-3 NICE Services Configuration Manager Utility

3. To stop a single service:

a. Select the service you want to stop.

b. On the toolbar, click the Stop button.

4. To stop all services:

a. On the keyboard, press CTRL+A to select all NICE services.

b. On the toolbar, click the Services Priorites button . This determines the priority order when changing service status.

c. On the toolbar, click the Stop button. The NICE Services Configuration Manager stops the services in the appropriate order.

5. Wait until all the services have stopped. You can check this in the State column (the state should be Stopped).

Stop button




To stop Services using Window Services:

1. On the Logger, in the Windows Start menu, go to Settings > Control Panel > Administrative Tools > Services.

2. Select the required service for the server/component and click Stop the service. If there is more than one service, each service needs to be stopped individually.

Figure 2-4 Windows Services dialog box





In general, it is better to start the Logger(s) first, although this is not mandatory. Otherwise, the order in which you start up the components does not matter as long as you first start up the SQL Server service on in the Database Server and the System Administrator service on the Applications Server.

When you start up a NICE component/server, any associated NICE services installed on that machine start up automatically.

The following table indicates the order in which it is recommended to start up NICE Perform components: This order specifies that the recording products come up first, ensuring the most efficient startup for the entire NICE Perform system.



Purpose: Use this procedure whenever it is necessary to restart NICE Perform system servers and components such as when installing a new Microsoft service pack or patch or after a planned shutdown of the servers.




Table 2-5: Order for starting up NICE Perform components

Start up Order Component/Server

1. Start up NICE Voice/VoIP Logger NOTE: In total recording environments, the Logger starts recording after you have started up the NICE Interactions Center.

2. Start up NICE Database ServerNOTE: If the Data Mart Server is installed on the Database Server, you must start it up now instead of in step 9.

3. Start up NICE Applications Server

4. Start up NICE Interactions Center

5. Start up NiceScreen Logger

6. Start up NICE Storage Center

7. Start up NICE ScreenSense Server

8. Start up NICE Telephony Services




Verifying that Component/Server Services are Running

After starting up the NICE Perform system, it is recommended to verify that the services on all components and servers are running properly.

To verify that NICE services are running:

1. According to the component/server you are verifying, open the Windows Services window or the NICE Services Configuration Manager and verify that all NICE services are running.

a. To open Windows Services; click Start, point to Settings, and then click Control Panel. Double-click Administrative Tools, and then double-click Services.

b. To open the NICE Services Configuration Manager; using Windows Explorer, navigate to Program Files/Nice Systems/Applications/Tools/Nice Services Configuration. Double-click Nice Services Configuration Manager.exe.

9. Start up NICE Reporter/Data Mart Server.

10. Start up NICE Backup Server/Media Library.

11. Start up NICE Audio Analysis Server.

12. Start up NICE NMS Server.

13. Log in to Client Workstations.NOTE: No startup is required. If the workstation is already up, simply log in to NICE Perform.

14. Start up NICE ScreenAgent.NOTE: If the workstation running the NICE ScreenAgent is already up, restart the machine.

15. Start up NICE ScreenSense Agent.NOTE: If the workstation running the NICE ScreenSense Agent is already up, restart the machine.

NOTE: In total recording environments, the Logger starts recording after you have started up the NICE Interactions Center.

Table 2-5: Order for starting up NICE Perform components (Continued)

Start up Order Component/Server

NOTE: The verification procedures described below pertain only to NICE Systems components and software. Malfunctions or system failures may also be caused by the operating system or by other applications installed at your site.




2. Open the Event Viewer: click Start, point to Settings, and then click Control Panel. Double-click Administrative Tools, and then double-click Event Viewer.

3. Verify that there are no error messages.

Verifying NICE Systems Components

Use the following procedures to verify that all system components are functioning properly:

• Verify recording/playback:

• Using Record On Demand (ROD), record several interactions.

• Record several interactions using rules.

• Run a query to find the recordings and play them back.

• Verify Archiving:

• In the Business Analyzer, run a query to find interactions that have been archived. Run a second query to find interactions that are currently being archived.

• Play back an archived recording..

TIP: To verify the playback of an interaction archived in Storage Center, do the following:• Change the locate order in System Administrator to play back from Storage Center.

• Restart the NICE Playback Administration service to enable the change in the locate order to take effect.

• Play back the interaction.





Each NICE Perform server and application contains vast amounts of information that are used when troubleshooting a system. The Log Collector is an easy-to-use utility that gathers the information from all your NICE Perform servers and local workstation and compiles it in report format for easy transfer for analysis.

For detailed information on how to use the Log Collector, see the Log Collector Guide .

Frequency: When needed


Purpose: To quickly collect required information from NICE Perform servers and workstations using the Log Collector. The collected information is presented in report format so it can be sent for analysis when reporting a problem to NICE support.





http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring/Log Collector/Forms/AllItems.aspx

Chapter 3: Archiving Maintenance


53

3

Archiving Maintenance

This chapter provides procedures and guidelines required for the effective maintenance of NICE Perform archiving functionality.

Contents

Verifying Storage Center Archiving ..............................................................................54

Verifying Space in a Storage Group..............................................................................55

Verifying Storage Rules and Configuration .................................................................56

Adding a New Storage Unit to a Storage Group ..........................................................57

Expanding the Size of a Storage Unit ...........................................................................62

Calculating the Required Storage Size.........................................................................64

54 Chapter 3: Archiving Maintenance




The Storage Center Activity report is an advanced health check report that provides information about the archiving status of both voice and screen recordings over a predefined time frame. The report presents a main graph representing the overall picture of archived and unarchived calls as well as secondary tables representing more specific data including archiving status per Storage Center, per archiving rule and per Logger. The information actually displayed depends on the configuration of the available report parameters.Figure 3-1 The Storage Center Activity report Archived Calls graph

Storage Center archiving status should be checked daily by analyzing the Storage Center Activity health check report, which can be viewed in the Reporter application.

See the Storage Center Activity Report section of the Health Check Reports Guide for more information about how to analyze the relevant reports.

See the Reporter User Guide for more information about how to view the reports.

Frequency: Daily


Purpose: To check that the Storage Center is archiving calls correctly.




http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring/Health Check Reports/Forms/AllItems.aspx





In Health Check Reports, use the Total Storage Usage graph of the Archiving Backlog and Storage Usage report to monitor the current status of storage groups and to identify insufficient storage space. Since Storage Center archiving can fail when there is not enough storage space, the report alerts you when the storage space is almost full.Figure 3-2 The Archiving Backlog and Storage Usage report, Total Storage Usage graph

• See the Archiving Backlog and Storage Usage section of the Health Check Report Guide for more information about how to analyze the relevant reports.

• See the Reporter User Guide for more information about how to view the reports.

Frequency: Weekly


Purpose: To check that there is enough space on the storage groups in the Storage Center.




NOTE: The report displays the status of file system disk space only. It does not display the status of ESM devices!






In the Storage Center, many problems may arise from incorrect configuration of Storage Rules, Storage Groups and Storage Units. The Storage Rules Validator is an easy to use tool that runs a series of tests checking the configurations and definitions, and then produces a report that identifies critical errors and warning.

For more information about running the Storage Rules Validator and analyzing the report it produces, see the Storage Rules Validator Guide .

Frequency: • Weekly

• As needed - after every change to a Storage Rule or Storage configuration (Storage Center, Storage Groups and Storage Units)


Purpose: To ensure that all storage related rules and configurations are correct.




http://www.extranice.com/EIS/Customers/DiagnosticsandMonitoring/Storage Rules Validator/Forms/AllItems.aspx





After analyzing the HCR Archiving Backlog report, it may become necessary to increase the size of the Storage Center. The recommended way is to add a new storage unit to the existing Storage Group.

See the Archiving Backlog and Storage Usage Report section of the Health Check Reports Guide .

To add a new Storage Unit:

1. In the NICE Perform Accessories menu, click System Administrator.

2. Activate Technician Mode:

• In NICE Perform Release 3 Service Pack 3 and NICE Perform Release 3 Service Pack 4: in the Organization tree, under User Mode, select the Technician Mode checkbox.

• In NICE Perform Releases 3.1 and 3.2: in Settings, click Technician Mode.

3. In the Organization tree, select a storage group. Then, in the Actions menu, click New Storage Unit. The New Storage Unit Definition Wizard starts.



Purpose: To increase the available storage capacity of a storage group. This procedure can be used as a preventive action after having analyzed the Health Check Reports (HCR) Archiving Backlog Report and discovered a problem relating to insufficient disk space.





IMPORTANT Make sure that the logged in user performing this procedure has all the appropriate system access rights and permissions as well as the appropriate NICE Perform privileges relevant to all aspects of the procedure (for example, read/write access to all file system locations).






Figure 3-3 Welcome Window of the New Storage Unit Definition Wizard

4. Click Next to continue to Step 2 - Define the Storage Unit.Figure 3-4 Definition Window of the New Storage Unit Definition Wizard

a. In Storage Unit Name, enter a name for the new storage unit.

b. In Storage Unit Destination Path, locate and select a unique storage destination. Enter the full UNC (network) path (use double forward slashes “//”). Do not use an absolute path.

NOTE: The destination directory must be defined as shared with write permissions for the Storage Center user (NiceSc).

WARNING If your Storage Center environment includes an ESM, do not use the same destination path as defined in the Retrieve directory. This could lead to a loss of archived files!




c. Validate the destination path:

• In NICE Perform Release 3 Service Pack 3 and NICE Perform Release 3 Service Pack 4, click Next.

• In NICE Perform Releases 3.1 and 3.2, click to validate the destination path.

Figure 3-5 Validate Destination Path Panel

.

NOTE: If you continue the wizard without validating the destination path, be sure to verify manually that the path format is valid, the drive destinations exist and there is enough free space in the physical location to accommodate the archived files.

• Enter the user name and password of the Storage Center service (this is the user name and password of the logged-in user who installed the Storage Center software) and click Validate. The system validates the destination path of the new Storage Unit.

If the destination is valid, appears in green text.

If the path is invalid or inaccessible (such as in the case where the logged in user does not have the appropriate access rights and permissions to all the network locations),

appears in red text and an error message appears specifying the error, as shown in the example below.

Figure 3-6 Validation Failure Error Message

5. Click Next to continue to Step 3 - Storage Unit Parameters.




Figure 3-7 Storage Unit Parameters Window of the New Storage Unit Definition Wizard

Define the attributes of the new storage unit:

a. In Storage Unit Type, select Directory Per Day. The Multiple Directories option is not recommended and, as of NICE Perform Release 3.5, no longer available.

b. In Storage Unit Total Size, enter the total size of the unit in Gigabytes. The total size of the storage unit DOES NOT equal the maximum capacity of the destination. If the path you defined in step 4 is valid, one half the maximum capacity of the defined location appears automatically as the Storage Unit Total Size. You can modify this value if necessary. If you want help in defining the required size of the unit, click the link at the bottom of the window to go to the Expected Storage Size Calculator (see Calculating the Required Storage Size on page 64).

c. In Storage Unit Threshold, define the maximum threshold for the storage unit as a percentage of the Storage Unit Total Size. When the unit reaches this threshold, interactions are deleted (unless the group retention period has not yet lapsed).

6. Click Next to continue to Step 4 - Summary.

Displays the available space in the storage destination. This appears only when the path has been successfully validated.




Figure 3-8 Summary Window of the New Storage Unit Definition Wizard

7. Click Finish. The new unit appears under the appropriate Storage Group in the Organization Tree.Figure 3-9 Storage Group and Storage Unit in the Organization Tree

Storage GroupStorage Unit





To increase the size of a storage unit

1. In NICE Perform, start the System Administrator.

2. Make sure you are in Technician Mode.

• In NICE Perform Release 3 Service Pack 3 and NICE Perform Release 3 Service Pack 4, in the Organization tree. under User Mode, select the Technician Mode checkbox.

• In NICE Perform Releases 3.1 and 3.2, in Settings, click Technician Mode.

3. In the Organization tree, expand Master Site, then expand Storage Center Servers. Right-click the required Storage Unit and select Update Storage Unit. The Update Storage Definition Wizard appears.

4. Click Next until you reach the Storage Unit Parameters window.

Frequency: As Needed

Performed by: NICE Tier 3 and Up ONLY:

• NICE Perform Release 3, Service Pack 3

• NICE Perform Release 3, Service Pack 4

Customer:



Purpose: To increase the available size of an existing Storage Unit.





IMPORTANT The best way to add capacity to a Storage Group is to add a new Storage Unit. However, if you must increase the size of an existing Storage Unit, do the following before proceeding:

• For NICE Perform Release 3: Contact NICE Systems Customer Support

• For NICE Perform Release 3.1 or 3.2: Contact NICE Systems Customer Support to install the latest available Update Pack.




a. In Storage Unit Total Size, change the size of the unit to the new total size required. If you want help in redefining the required size of the unit, click the link at the bottom of the window to go to the Expected Storage Size Calculator (see Calculating the Required Storage Size on page 64).

b. If necessary, update the Storage Unit Threshold.

c. Click Next.

5. In the Summary screen, click Finish.

a. The system updates the size of the Storage Unit and prompts you to restart the Storage Center. Click OK. Figure 3-10 Prompt to restart the Storage Center

b. In case of failure, a message appears indicating that there is not enough space on the disk for the new size of the Storage Unit. Figure 3-11 Error Message

Make sure that the required storage space (the storage space originally defined plus the amount of space you want to add) is actually available on the disk by checking its properties in MS Windows (taking into account the space already used by the storage unit).

6. If there is sufficient disk space:

a. For NICE Perform Release 3.1, contact NICE Systems Customer Support to install Update Pack 3.1.16 or later as required, then repeat the procedure.

b. For NICE Perform Release 3.2, contact NICE Systems Customer Support to install Update Pack 3.2.7 or later as required, then repeat the procedure.

c. For NICE Perform Release 3 Service Pack 3 and Release 3 Service Pack 4:

• Contact NICE Customer Support.



Calculating the Required Storage Size

Calculating the Required Storage SizeThe Expected Storage Size Calculator is a utility accessed from the New or Update Storage Unit Definition Wizard that helps you determine the required size of a Storage Unit. The resulting value is a guideline only; you are not required to use it when defining the size of the storage unit.

To calculate the required storage size:

1. In the New Storage Unit Definition wizard (when defining a new Storage Unit) or the Update Storage Definition wizard (when updating an existing Storage Unit), click Next until you reach the Storage Unit Parameters window.

2. Click the link at the bottom of the window to go to the Expected Storage Size Calculator.

Figure 3-12 Expected Storage Size Calculator

3. At the top of the window, enter the retention value. The higher the retention value, the larger the Storage Unit needs to be.

4. For each media type and/or compression type (for Voice media only), click Add to add a row and define the expected number and average length of interactions per day.

5. The utility calculates the total storage size needed for archiving. In the Total Storage Size field, the estimated storage size is displayed. Manipulate the retention value to see how it affects the required storage unit size.

6. Click Close to return to the Storage Unit Parameters window.

7. In Storage Unit Total Size, modify the storage size as needed.

Chapter 4: Loggers Maintenance


65

4

Loggers Maintenance

This chapter provides specific procedures required for the effective maintenance of NICE Loggers.

Contents

Logger Version Guidelines ............................................................................................66

Verifying the Oldest Token on a Logger .......................................................................67

N+1 Resiliency Procedures Overview ..........................................................................68

Verifying the N+1 Resiliency Chain...............................................................................69

66 Chapter 4: Loggers Maintenance


Logger Version Guidelines

Logger Version GuidelinesThe following table summarizes the versions of Loggers that can be used with the various versions of NICE Perform.

Table 4-1: NICE Logger versions supported in NICE Perform

NICE Perform VersionsLogger Versions

NICE Perform Release 3 Service Pack 3

NICE Perform Release 3 Service Pack 4

NICE Perform Release 3.1

NICE Perform Release 3.2

TDM Logger Version 9.06, Service Pack 5

No Yes Yes Yes

TDM Logger Version 9.07

No No Yes Yes

VoIP Logger Version 9.12 Service Pack 5

No Yes Yes No

VoIP Logger Version 9.12 Service Pack 6

No No Yes Yes





Every Logger (TDM or VoIP) uses tokens, which hold the recorded voice data. By default, a VoIP Logger contains 4000 tokens. Depending on the number of channels on a Logger, new tokens are opened every time the machine is restarted - one token per channel. Once all the tokens on a Logger are used up, the machine starts “recycling” them, deleting whatever is on an existing token and using it for new data. This means that, after a number of restarts, the token mechanism begins deleting the data associated with the tokens in order to create “new” tokens. If those “tokens” have not been archived to the Storage Center or tape drive, then the audio may be lost.

EXAMPLE:

If there are 500 channels on a VoIP Logger, every time the Logger is restarted, 500 new tokens are opened, replacing the “old” tokens. After the machine has been restarted 8 times, all the tokens will have been used up and the system will begin recycling the old tokens, deleting any data on them.

You can check the oldest token through NICE Sentinel. The oldest token contains the oldest data residing on the Logger.This information can be found as a metric named Oldest Token. For more information, see the NICE Sentinel User Guide , Chapter 4, Measuring System Performance and Chapter 3, Accessing In-Depth System Data.

Frequency: Weekly


Purpose: To verify that unarchived data on a Logger is not being lost due to recycling of tokens on the logger.

Applicable to version(s): • NICE Perform Release 3.1





N+1 Resiliency Procedures Overview

N+1 Resiliency Procedures OverviewN+1 resiliency ensures continuous recording even in the event of a failure. This is achieved by configuring one redundant Logger for a chain (represented by N) of Loggers. During normal system operation, only the normal Loggers record. If one of the Loggers in the chain fails, the redundant Logger (called the “spare” Logger) takes over the normal Logger's operations.

The processes of creating an N+1 chain and later modifying an existing N+1 chain differs for TDM and VoIP Loggers.

• TDM Loggers - the N+1 chain is created by physically connecting the machines together.

• VoIP Loggers - the entire process is software-based, meaning that the virtual N+1 chain can be handled through the user interface.

In the following sections, the procedures cover both types of Loggers.

Before You BeginBefore performing any of the procedures in this section:

• Verify that the new Logger you want to add to the N+1 chain has the same number of channels as the existing Loggers in the chain.

• Make sure that the new chain size does not exceed the approved maximum chain size as described in the Design Considerations Guide for the system.

WARNING If two or more Loggers in an N+1 chain fail simultaneously, the spare voice Logger replaces the voice Logger closest to it in the chain; the spare VoIP Logger replaces the first VoIP Logger to fail. Recordings on the other failed Loggers will be lost.

WARNING Performing any of the N+1 Resiliency related procedures may affect recording in progress. It is recommended to perform these procedures during off-hours in order to minimize impact on system performance.





The following tests should be performed quarterly on TDM Loggers and VoIP Loggers in N+1 Resiliency configuration. They should also be performed whenever a Logger is added, replaced or excluded from the N+1 chain.

Call starts and ends on the Normal Logger after being transferred through the spare Logger

This test simulates a situation where a normal Logger fails. This may be caused by an electrical outage or the Logger may have been intentionally shut down for maintenance or other reasons.

Phase 1: Setup

1. Start a new call.

2. Log in to NICE Perform.

3. Start the Monitor application and monitor the extension from which you made the call:

a. In the NICE Perform navigation bar, click Monitor.

IMPORTANT The estimated duration of this procedure is 15 minutes per logger in the chain.

Frequency: Quarterly


Purpose: To check for transfer of operations in systems with N+1 configuration from the normal Logger to the spare Logger in cases where the normal Logger is down or otherwise not available and to verify that calls are correctly recorded.





WARNING If two or more Loggers in an N+1 chain fail simultaneously, the spare voice Logger replaces the voice Logger closest to it in the chain; the spare VoIP Logger replaces the first VoIP Logger to fail. Recordings on the other failed Loggers will be lost.




b. Click the Settings button and, in the Recording Media list, make sure that Voice is selected.

c. In the Organization tree, locate and select the extension.

d. In the toolbar, click the Monitor button.

Phase 2: Check that, when a normal Logger is down, the spare Logger takes over responsibility for the normal Logger’s channels.

1. On the normal Logger, stop the NICE TDM Logger service (or NICE VoIP Logger service in the case of a VoIP Logger):

a. In the Windows Start menu, go to Settings > Control Panel > Administrative Tools > Services.

b. Select the NICE Voice (or VoIP) Logger Service and click Stop the service.Figure 4-1 Windows Services dialog box

2. In NICE Perform, in the Organization tree, expand the site branch where the N+1 chain is located.

NOTE: When you monitor a call, the system also records it.




3. Navigate to Logger Servers > NiceLog and select the spare Logger.

4. In the General tab, check the spare Logger’s state, which appears under Details on the right.

5. Now repeat steps 3 and 4 to check the state of the normal Logger.

Expected Outcome: The state of the spare Logger should be Overriding and the state of the “failed” normal Logger should be Overridden.Figure 4-2 Spare Logger in Overriding state

Figure 4-3 Normal Logger in Overridden state

Normal LoggerSpare Logger

Logger state

Logger state




Phase 3: Check that both the call that was transferred from the normal Logger to the spare Logger and the call that started on the spare Logger are recorded properly.

1. Start a new call from a different extension.

2. In the Monitor application, monitor both the call started in Phase 1 on the normal Logger and this new call.

Expected outcome: You can hear both calls.

Phase 4: Normal Logger takes back full responsibility from the spare Logger.

1. In the normal Logger, restart the NICE Voice (or VoIP) Logger service.

a. In the Windows Start menu, go to Settings > Control Panel > Administrative Tools > Services.

b. Select the NICE Voice (or VoIP) Logger Service and click Restart the service.

2. In NICE Perform, in the Organization tree, expand the site branch where the N+1chain is located.

3. Navigate to Logger Servers > NiceLog, and select the spare Logger.

4. In the General tab, check the state of the spare Logger.

5. Repeat steps 3 and 4 to check the state of the normal Logger.

Expected Outcome: The state of the spare Logger should now be Idle. No state should appear for the restored normal Logger.Figure 4-4 Spare Logger in idle state

Logger state




Figure 4-5 Normal Logger in normal state

Phase 5: Make sure that both calls were recorded correctly and in full and can be played back.

1. Stop both calls.

2. In NICE Perform, start the Business Analyzer application.

3. Create and run a query for the calls.

4. Play back the calls and make sure that they are recorded in their entirety.

Expected Outcome: You can play back both calls. All parts of both calls were recorded correctly and completely.

Phase 6: Repeat this test for all normal Loggers in the N+1 chain.

state appearsNo Logger

Chapter 5: Recording Maintenance


75

5

Recording Maintenance

This chapter provides procedures required for the effective maintenance of recording operations in NICE Perform systems.

Contents

Verifying Voice Recording Coverage ............................................................................76

76 Chapter 5: Recording Maintenance




The Voice Recording Coverage Report provides information about voice recording interactions only.The Voice Recording Coverage report includes the following:

• Voice Recording Coverage Graph- compares the total number of interactions for the specified groups of agents, with the number of interactions that were initiated for recording, and the number of interactions that were actually recorded. The trend is displayed along a predefined time frame.

• Voice Recording Coverage Table- compares the total number of interactions for the specified groups of agents, with the number and percentage of interactions that were initiated for recording, and the number and percentage of interactions that were actually recorded. Values that equal or exceed expectations, appear in green. Values that are below expectations appear in red. The data is presented according to date.

• Voice Recording Coverage per Initiator Graph - indicates the number and percentage of recorded interactions according to the initiator of the recording .

Frequency: Daily


Purpose: To ensure that all calls that should be recorded according to system configuration are actually being recorded.

Applicable to version(s): NICE Perform Release 3 Service Pack 4 NICE Perform Release 3.1 NICE Perform Release 3.2




Figure 5-1 Voice Recording Coverage Report

Voice recording coverage status should be checked daily by analyzing the Voice Recording Coverage health check report, which can be viewed in the Reporter application.

• See the Voice Recording Coverage Report section of the Health Check Reports Guide for more information about how to analyze the relevant reports.

• See the Reporter User Guide for more information about how to view the reports.

From here, you pagethrough the report

Report parameters

Page 1 - Voice Recording Coverage Graph

http://www.extranice.com/EIS/Products/DiagnosticsandMonitoring/Health Check Reports/Forms/AllItems.aspx

Chapter 6: SQL Database Maintenance


79

6

SQL Database Maintenance

This chapter provides specific procedures required for the effective maintenance of SQL Databases in the NICE System.

Contents

SQL Version Guidelines.................................................................................................80

Verifying That All SQL Jobs are Running Correctly....................................................81

Verifying Database Integrity ..........................................................................................82

Verifying Database Size and Space...............................................................................83

80 Chapter 6: SQL Database Maintenance


SQL Version Guidelines

SQL Version GuidelinesDepending on the version of NICE Perform installed at your site, different versions of SQL are supported. Therefore, different applications may be used to connect to and work with the database, depending upon the version of SQL that you are using.

The following table summarizes the versions of SQL that are supported by the various versions of NICE Perform and the SQL applications that can be used to work with the database.

Table 6-1: Supported SQL Versions

NICE Perform Version Supported SQL Version(s) Database Management Application

Release 3 Service Pack 3 SQL 2000 Enterprise Manager or Query Analyzer

SQL 2005 SQL Management Studio

Release 3 Service Pack 4 SQL 2000 Enterprise Manager or Query Analyzer

SQL 2005 SQL Management Studio

Release 3.1 SQL 2005 SQL Management Studio

Release 3.2 SQL 2005, SQL 2008 SQL Management Studio





Check the status of SQL jobs in NICE Sentinel. For more information, see the NICE Sentinel User Guide , Chapter 2, Monitoring NICE Perform with NICE Sentinel and Chapter 3, Accessing In-Depth System Data.

If one or more SQL jobs on the Database Server and/or the Data Mart server is not running correctly, the NICE Sentinel issues an alarm (Alarm Name: SQL Job Failed; Alarm ID: 4000).

Frequency: Weekly


Purpose: To ensure that all SQL jobs on the Database Server and/or Data Mart Server are functioning correctly and, if not, take action.







In order to verify database integrity in your NICE Perform system, you need to check the following two system metrics in NICE Sentinel or any other monitoring system that you are using:

• Max Used Unique IDS

• Identity Fields Usage

Max Used Unique IDsThis metric monitors the number of used unique IDs in the database. The number of unique IDs is limited, so this metric should be checked monthly to ensure that the number of used unique IDs does not exceed the defined threshold. If it does, an alarm is triggered. By default a threshold is triggered for two levels of alarm:

Identity Fields UsageThis metric monitors the percentage of identity field usage in the NICE Perform system database tables. This shows to what extent the tables can be populated before running out of numbers for the rows. This should be checked monthly to ensure that the defined threshold is not exceeded. If it is, an alarm is triggered. By default a threshold is triggered for two levels of alarm:

For more information on how to check the number of used unique IDs and the percentage of identity fields usage in your system, see the NICE Sentinel User Guide , Chapter 4, Measuring System Performance.

Frequency: Monthly


Purpose: To ensure that the database is functioning correctly.



Alarm ID Alarm Name Default Threshold Alarm Type

2027 Max Used Unique IDs 80%-90% Minor

2028 Max Used Unique IDs 90% Major

Alarm ID Alarm Name Default Threshold Alarm Type

2033 Identity Fields Usage 80%-90% Minor

2034 Identity Fields Usage 90% Major





You can check the used space of a database in NICE Sentinel. For more information, see the NICE Sentinel User Guide , Chapter 3, Accessing In-Depth System Data.

In addition to proactively monitoring the status of the space on a database, the Sentinel issues an alarm in two cases:

• When the used space on the database reaches a defined threshold (default threshold = 80%), the Sentinel issues a minor alarm: Alarm ID 2020, “Use_Reserved DB Minor”.

• When the used space on the database reaches a defined threshold (default threshold = 90%), the Sentinel issues a major alarm: Alarm ID 2021, “Use_Reserved DB Major”.

Frequency: Monthly


Purpose: To check the size and available space of SQL tables.



6

Appendix A: NICE Perform Services

This appendix includes tables that list the NICE services used in the following versions of NICE Perform:

Contents

NICE Services in NICE Perform Release 3 Service Pack 4.........................................86

NICE Services in NICE Perform Release 3.1 ................................................................89

NICE Services in NICE Perform Release 3.2 ................................................................92

Appendix A: NICE Perform Services


85

86 ndix A: NICE Perform Services

NICE Services in NICE Perform Release 3 Service Pack 4

Dependencies

This service is dependent on:Nice NBA service


Appe



Table 6-1: NICE Perform Release 3 Service Pack 4 Services

NICE Component Service Display Name Service Name

Applications Server Nice AA Search Controller AASearchController

Nice Audit Trail Service AuditTrailService

Nice Coaching Server CoachingServerService

Nice Evaluation Forms Server EvaluationServerService

Nice FTF Query Server FTFQueryServerService

Nice Investigations Server InvestigationsService

NICE IP Phone Applications NiceIPPhoneApplications

Nice Monitor Server MonitorServerServices

Nice MyUniverse NiceMyUniverse

Nice NBA NBAService

Nice Playback Administration PlaybackAdministration

Nice Playback Streaming PlaybackStreaming

Nice Rule Engine RuleEngineService

Nice RulesManager Service RulesManagerService

Nice System Administrator SystemAdministratorService



er

LogService

LogService

LogService

Dependencies

Appe


Interactions Center (IC) Server

Nice CLS CLS

Nice CLS Monitor CLSMonitorService

Nice CLS TRS TRSService

Nice Integration Dispatch Service IntegrationDispatch

Nice Integration Log Retention NiceIntegrationLogRetention


NiceIntegrationReportingLevelDump

Logger Nice TDM Logger NTLoggerSvc

Nice VoIP Logger NTLoggerSvc

CIMService CIMService

LogService LogService

Logger & Storage Center

Nice Locate Service LocateHostService

Storage Center Nice Storage Center Service SCLoader

Nice Storage Streaming Service PlaybackServiceSC

Data Mart Server Nice Analysis Server AnalysisServerService

Nice Reporter Engine ReporterEngineService

Nice Reporter Scheduler NiceReporterScheduler

NICEScreen Logger Nice Multimedia Logger Service MML Logger

Nice SAMS Nice SAMS

Table 6-1: NICE Perform Release 3 Service Pack 4 Services (Continued)




CA-Unicenter (NR-Server)CA-Unicenter (Transport)MSSQLSERVER

MSSQLSERVER

Remote Procedure Call (RPC)

Dependencies

Appe


ScreenSense Nice ScreenSense Server ScreenSense Server Service

Audio Analysis Server Nice Audio Analysis AudioAnalysisService

Nice Playback Resource Manager PBResourceManager

NMS CA License Client CA_LIC_CLNT

CA-Unicenter CA-Unicenter

CA Nice SMTP Service CA Nice SMTP Service

CA-AutoDiscovery CA-AutoDiscovery

CA-IPXDiscovery CA-IPXDiscovery

CA-Unicenter (NR-Server) CCI_NR_Server

CA-Unicenter (Remote) CCI_Remote

CA-Unicenter (Transport) CCI_Transport

CA-Unicenter Discovery Scheduler wvschdsv

CA-Unicenter TND Severity Propaga-tion

CASevProp

CA-Unicenter WorldView Agent CA-UnicenterWVAgent

Playback Server Nice PBSLink Nice PBSLink

NiceIVR NiceIVR

NICE Player Nice Playback Streaming PlaybackStreaming

Table 6-1: NICE Perform Release 3 Service Pack 4 Services (Continued)



NICE Services in NICE Perform Release 3.1

Dependencies



Appe



Table 6-2: NICE Perform Release 3.1 Services











Nice NBA NBAService








er

LogService

LogService

LogService

Dependencies

Appe



Nice CLS CLS

Nice CLS Monitor CLSMonitorService

Nice CLS TRS TRSService













Nice SAMS Nice SAMS




Playback Server Nice Playback TelephonyServices Playback TelephonyServices

Table 6-2: NICE Perform Release 3.1 Services (Continued)




DigPnPObserverService

DigPnPObserverServiceCT Bus BrokerDM3Config


Dependencies

Appe


Intel Dialogic product Boardserver boardserver

Intel Dialogic product System Service Dialogic



NMS CA Nice SMTP Service CA Nice SMTP Service







CASevProp





Dependencies



Appe



Table 6-3: NICE Perform Release 3.2 Services











Nice NBA NBAService



Nice Retention Service NiceRetentionService






er

LogService

LogService

LogService

Dependencies

Appe



Nice Interactions Center NiceInteractionsCenter

Nice Interactions Center Monitor CLSMonitorService

Nice Interactions Center TRS TRSService













Nice MML Tray Icon Service MML TrayIcon

Nice SAMS Nice SAMS








DigPnPObserverService

DigPnPObserverServiceCT Bus BrokerDM3Config


Dependencies

Appe


Playback Server Nice Playback Telephony Services Playback TelephonyServices

Intel Dialogic product Boardserver boardserver

Intel Dialogic product System Service Dialogic



NMS CA Nice SMTP Service CA Nice SMTP Service







CASevProp



nice perform release 3.x: maintenance guide for...

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