8.9 Administrators Guide

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Contents

NICE Administrator’s Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

5

ContentsIntroduction 11

About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Site Configuration Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1Getting Started 15

Working with the NICE Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Starting NICE Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Defining a Database Connection Upon Startup . . . . . . . . . . . . . . . . . . . . . . 18

NICE Administrator Window Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Window Component Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Setting Up Site Name and Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . 24Specifying the Site Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Assigning Site Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Assigning NICE Application Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . 24Assigning Data Field Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Defining the Site Password Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Defining Password Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Managing Site Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Changing the NICE Administrator Password. . . . . . . . . . . . . . . . . . . . . . . . . 33Viewing the Legend of NICE Administrator Icons . . . . . . . . . . . . . . . . . . . . . 34

2Managing NiceLog Loggers 35

Defining New Voice and VoIP Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Adding a Remote Tape Server (RTS) to the Logger Definition . . . . . . . . . . 39Setting Up Additional Features for a Logger . . . . . . . . . . . . . . . . . . . . . . . . 41

Defining New Screen Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

6 Contents


Setting Up Audio Input Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Audio Input Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Audio Activity Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Audio Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Defining Input Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Setting Up the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Defining the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Modifying the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . 59Deleting the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 59Defining Output Buses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Defining Output Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Setting Up Predefined Selective Recording. . . . . . . . . . . . . . . . . . . . . . . . . . 63Defining an N+1 Logger Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Backup and Retrieval Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Setting Up Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Setting Up Automatic Archiving with an Autoloader Device . . . . . . . . . . 73Disabling Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Manually Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Retrieving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Retrieving Audio from Archiving Media . . . . . . . . . . . . . . . . . . . . . . . . . 79Retrieving Data from an External Logger . . . . . . . . . . . . . . . . . . . . . . . . 82

Deleting Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Enabling/Disabling an Archiving Device . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Displaying Archiving Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Printing Archiving Device Status Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 86

3Managing NiceCLS Servers 89

Adding a New NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Adding Multiple NiceCLS Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

7 Contents


Managing NiceCLS Mapping Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94What are Mapping Tables? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Mapping Table Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Telephone Book Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Agent Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Customer Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Changing a Mapping Table Entry Value . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Managing System Lists for NICE Administrator . . . . . . . . . . . . . . . . . . . . . . 99Managing Data Lists for NICE Forms Designer . . . . . . . . . . . . . . . . . . . . . 102

Modifying a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Deleting a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

4Managing Users and User Groups 105

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106About Users, Agents, and Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106About Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

What are Profiles and How Can I Use Them? . . . . . . . . . . . . . . . . . . . 109What is the Same as User option? . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Defining a User as an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Adding Personal Details to a User Definition . . . . . . . . . . . . . . . . . . . . . . . 115Assigning User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Assigning a User Access to All Users . . . . . . . . . . . . . . . . . . . . . . . . . 118Assigning NiceCLS User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Modifying User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Deleting User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Adding User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Assigning Privileges to a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Modifying User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Deleting User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Managing User Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Filtering the Users Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

8 Contents


Restoring the Users Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Filtering the User Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136Restoring the User Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Setting Up User Information Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138User Information Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

5Setting Up Selective Recording 143

What is a Recording Program?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Starting the NICE Recording Planner Application. . . . . . . . . . . . . . . . . . . . 145Setting Up a New Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147Recording Programs that Prevent Recording . . . . . . . . . . . . . . . . . . . . . . . 155

Area Code Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156

Modifying a Recording Program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Enabling/Disabling a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . 158Deleting a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

6Managing the Media Library Server 161

Adding a New Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Modifying Media Library Server Definitions . . . . . . . . . . . . . . . . . . . . . . . . 167Deleting a Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167Working with the Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Printing Media Cassette Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Manually Labeling Media Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Identifying Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

7Maintenance 175

Preventive Maintenance Timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176General Routine Visual Inspection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Logger/Server LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178SONY AIT Drive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

9 Contents


AIT Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

SONY Magneto Optical (MO) Drive Maintenance . . . . . . . . . . . . . . . . . . . . . 179MO Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

DAT Drive and Cassette Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180DAT Drive LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

HP DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180SONY DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

DAT Drive Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181DAT Cassette Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Air Filter Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Media Label Printer Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

AUser Privileges 185

Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187CLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Glossary 197

Index 207

Blank page for double-sided printing.


11

Introduction

Welcome to the NICE Administrator’s Manual.

This manual covers the tasks that the NICE (System) Administrator performs to configure and maintain resources in your NiceLog system.

NiceLog applications used by the Administrator include the following:

• NICE Administrator Application used by the Site Administrator to set up and configure system resources, which include the following:

• Users and User Groups

• NiceCLS Servers

• Audio Input Channels

• Audio Output Devices

• NiceScreen Loggers

• Media Library Server

The NICE Administrator application is described in this manual.

• NICE Query Application used to locate and play recorded audio. NICE Query is described in the Query/Monitor User’s Manual.

• NICE Supervision Application that generates alarms if system failure occurs, and maintains a log of system events. NICE Supervision is described in the NICE Supervision User’s Manual.

• NICE Monitor Application used to monitor live audio. NICE Monitor is described in the Query/Monitor User’s Manual.

NOTE: To install NiceLog applications, refer to the NiceLog Workstation Applications Installation Guide.

12


About This Manual

About This ManualThis manual describes the NICE Administrator application and how it is used to manage NiceLog system components.

This manual is divided into the following chapters:

Chapter 1 - Getting Started: Explains the main window components and how to start NICE Administrator, site access privileges, passwords, and security set up.

Chapter 2 - Managing NiceLog Loggers: Explains how NiceLog Logger definitions are added, modified, and deleted; how an N+1 Logger is defined; how the Output Manager is set up; and how audio is archived and retrieved.

Chapter 3 - Managing NiceCLS Servers: Explains how NiceCLS Server definitions are added, modified, and deleted. NiceLog Mapping Tables are described and how they are created and edited.

Chapter 4 - Managing Users and User Groups: Explains how user and user group definitions are added, modified, and deleted.

Chapter 5 - Setting Up Selective Recording: Explains how the Recording Planner works.

Chapter 6 - Managing the Media Library Server: Explains how a Media Library Server definition is added, modified, and deleted.

Chapter 7 - Maintenance: Provides maintenance procedures and information for NiceLog system equipment.

13


Site Configuration Workflow

Site Configuration WorkflowThe following workflow describes the basic steps involved in configuring your site for the first time. Procedures for additional options and features are provided within this manual as needed.

Click a step and the instructions will appear.

Using the Uploader UtilityUsing NICE Administrator - or -

Setting Up Site Name and Access Privileges (page 24)

Defining New Voice and VoIP Loggers (page 36)

Adding a New NiceCLS Server (page 90)

Defining New Screen Loggers (page 46)

Defining Output Buses (page 59)

Defining the Output Manager (page 58)

Adding Users (page 111)

Defining a User as an Agent (page 113) Setting Up User Information Files (page 138)

Adding User Groups (page 123)

Adding a New Media Library Server (page 162)

MediaLibrary?

Yes

Define Agents


Chapter 1: Getting Started


15

1

Getting Started

Contents

Working with the NICE Toolbar .....................................................................................16

Starting NICE Administrator ..........................................................................................17

NICE Administrator Window Components...................................................................23

Setting Up Site Name and Access Privileges ..............................................................24

Defining the Site Password Policy................................................................................28

Managing Site Security ..................................................................................................31

Changing the NICE Administrator Password...............................................................33

Viewing the Legend of NICE Administrator Icons .......................................................34

16 Chapter 1: Getting Started


Working with the NICE Toolbar

Working with the NICE ToolbarThe NICE Toolbar window enables quick and convenient launching of the NICE applications. Each individual module can also be started separately.

To start the NICE Toolbar:

1. In the Windows Start menu, choose Programs, NICE Applications, and then choose NICE Toolbar. The NICE Toolbar Login window appears.

2. Type your login name and password in the Login Name and Password fields, and click Login. The NICE Toolbar appears.

Figure 1-1 NICE Toolbar

The NICE Toolbar icons represent the following applications:

NOTE: The buttons available in the NICE Toolbar reflect the NICE applications that are installed.

NICE Administrator

NiceUniverse Evaluator

NiceUniverse Forms Designer

NiceUniverse List Editor

NICE Monitor

NICE Query

NiceUniverse Scheduler

NOTE: For NICE Reports, refer to the NICE Reporter User Manual.



Starting NICE Administrator

Starting NICE AdministratorThe first time NICE Administrator is started, there are no defined resources. The System Administrator must define all resources relevant to the site. Site Configuration Workflow on page 13 outlines the steps needed to setup a NiceLog System.

Generally, you start the application by typing your NiceLog system user ID and password. However, you might need to define a new NiceCLS database connection in one of the following cases:

• You are starting the NICE Administrator application for the first time and the data source is not defined in your workstation.

• You want to connect to an undefined NiceCLS database.

For more information, see Defining a Database Connection Upon Startup on page 18.

To start NICE Administrator:

1. In the Windows Start menu, choose Programs, NICE Applications, and then choose NICE Administrator.

The Login NICE Administrator window appears.

Figure 1-2 Login NICE Administrator Window

2. Type your user name in the Login name field.

3. Type your password in the Password field.

4. Click OK.

A connection is made to the database, and the NICE Administrator window appears. See Figure 1-18 on page 34.




Defining a Database Connection Upon Startup

A connection must be established to the NiceCLS database. NICE Administrator application requires a TCP/IP ODBC connection. It does not operate with Named Pipes.

In sites with more than one NiceCLS Server, you can connect only to a NiceCLS Server that is defined as a Master Server.

In addition to the procedures in this section, you can also define and edit database connections by opening the Control Panel and double-clicking the ODBC icon.

To start NICE Administrator and define a database connection:

1. In the Windows Start menu, in the Programs menu, choose NICE Applications. Then choose NICE Administrator.

The Login NICE Administrator window appears.

Figure 1-3 Login NICE Administrator Window

2. Click the Data source button to define a database connection, or connect to a different database.

The Select Data Source window appears.




Figure 1-4 Select Data Source Window

3. Click the Machine Data Source tab.

4. If the NiceCLS database you want to work with is already defined,

a. Select it and click OK. The SQL Server Login window appears.

b. Click OK. The Login NICE Administrator window appears. See Figure 1-3 on page 18.

c. Skip to Step 17 on page 22.

5. Click New to define a new NiceCLS database.

The Create New Data Source window appears.

Figure 1-5 Create New Data Source Window

6. Select System Data Source (to share the database), and click Next.

The Create New Data Source window appears with a list of drivers.




Figure 1-6 Create New Data Source Window - SQL Server

7. Select SQL Server, and click Next.

The Create New Data Source window appears for you to confirm the information.

8. Click Finish.

The Create a New Data Source to SQL Server window appears.

Figure 1-7 Create a New Data Source to SQL Server Window

In this window, you can define a data source to connect to the SQL Server.

9. In the Name field, type the name you want to give to the data source.

In the How do you want to describe the data source? field, type a brief description of the data source.

In the Which SQL Server do you want to connect to? field, click the drop-down list and select the SQL Server you want to connect to.

10. Click Next.






11. Select With SQL Server authentication using a login ID and password entered by the user.

The Login ID and Password fields are enabled.

12. In the Login ID field, type sa.

Leave the Password field empty and click Next.



13. Mark Use ANSI quoted identifiers and Use ANSI nulls, paddings and warnings. Click Next.






14. Mark Perform translation for character data, and click Finish.

The ODBC Microsoft SQL Server Setup window appears.

Figure 1-11 ODBC Microsoft SQL Server Setup Window

15. Click OK. The Select Data Source window reappears.

16. Click OK. The data source you defined connects to the SQL Server you selected. The Login NICE Administrator window appears. See Figure 1-3 on page 18.

17. In the Login NICE Administrator window, type your Login name and Password and click OK.

NOTE: When NICE Administrator is installed, a single System Administrator is defined. This Administrator has complete system access privileges. The user ID and password for the initial Administrator are provided by the installer.



NICE Administrator Window Components

NICE Administrator Window ComponentsNICE Administrator window contains components that enable you to set up Users, Servers, Loggers and Channels in your system.

Figure 1-12 NICE Administrator Window Components

Window Component Tips

The following tips are useful when working with NICE Administrator window components:

• Resources in the Resource List can be dragged to the Shortcut Bar to enable quick opening of definitions in the Resource Definition area. When a resource is dragged to the Shortcut Bar, an icon for that resource is automatically created. Shortcuts you create in the Shortcut Bar are saved and restored the next time you enter NICE Administrator.

• New resources are added to the relevant category in the Resource List.

• Click the Users - Groups button, or the Servers button in the Shortcut Bar to display shortcuts for that category.

• When you make changes to one resource definition, and move on to another resource in the Resource List, you are prompted to save the changes you made. If you click Yes in the prompt window, the changes you made to the definition of that specific resource are saved.

You can also save changes to a specific resource definition by clicking Save in the toolbar.

• You can only define/modify one resource at a time.

• When adding a new resource, to cancel without completing and saving the information, make sure that the new resource is selected in the Resource List and click Delete in the toolbar.

Menu Bar

Toolbar

ShortcutBar

ResourceList

ResourceDefinition

Area

Status Bar



Setting Up Site Name and Access Privileges

Setting Up Site Name and Access PrivilegesThe first step for managing your site using NICE Administrator, is to set up global site data. This includes specifying a site name, and assigning access privileges for all NICE applications and data fields available in your system.

Specifying the Site Name

To specify the site name:

1. In the NICE Administrator window, select Site in the Resource List, and click the General tab in the Resource Definition area.

The General tab appears (see Figure 1-12 on page 23).

2. In the Name field, type a name for your site.

3. In the toolbar, click Save.

The name you specify is saved and appears at the top of the Resource List.

Assigning Site Access Privileges

Before you define resources for your NiceLog system, you must set access privileges for NICE applications and data fields available in your system. Each application in the system can be enabled for the entire site, and data fields can be enabled/disabled for viewing, querying, and editing.

Access privileges for NiceLog system applications and data fields are structured hierarchically. The highest level of access privileges is set at the site level. All users in the system inherit the privileges assigned at site level. These privileges cannot be removed from individual users.

A complete list of available privileges, along with a brief explanation and suggested assignments can be found in User Privileges on page 185.

Assigning NICE Application Privileges

At the site level, you can enable access privileges for NICE application components.

When you enable an access privilege for a NICE application component at the site level, that component appears selected at the user level. This means that every user defined at the site has access to the component.

To set NICE application privileges at the site level:

1. In the NICE Administrator window, select Site in the Resource List, and click the Privileges tab in the Resource Definition area.

TIP: Privileges enabled at site level are received by all users and cannot be removed so assign privileges at site level with caution.




The Privileges tab appears.

Figure 1-13 Site Definition Privileges

2. In the Resource List, click the resource to which you want to assign privileges.

A list of available privileges for the resource you selected appears in the Resource Definition area.

3. In the Resource Definition area, mark the privileges that you want to assign to all users in the site.

To limit privileges on the user and group level, see Managing Users and User Groups on page 105.

4. When you are finished defining site level privileges, click Save in the toolbar to save the changes you made.

Assigning Data Field Privileges

Data fields are fields in the NICE applications that contain information about a call and other audio segments recorded in the NiceLog system.

Data fields available at your site are obtained from the following sources:

• The telephony switch connected to your NiceLog system

• Logger data fields

• NiceCLS mapping tables

• User-defined data

NICE Administrator can enable and disable data fields for viewing, querying and editing.

Resource List

Resource Definition Area




To set data field privileges for the entire site:

1. In the NICE Administrator window, select Site in the Resource List, and click the Columns tab in the Resource Definition area.

The Columns tab appears.

Figure 1-14 Site Columns Setup

2. All the data fields available for your site are listed under Column.

To change the name of a field, in the Name column, double-click the name of the field, and type the new name.

3. In the View, Query and Edit columns, mark the checkbox to enable/disable the data field for the entire site.

4. Double-click in the User Defined column to display up/down arrow buttons. Then, use the arrow buttons to select a value from 1 to 5. The value represents the user-defined data field that you want to map to.

NOTE: It is important to set maximum privileges for all required data fields. If you limit data field privileges at this level, you will not be able to enable those privileges at other levels in NICE Administrator.

NOTE: User-defined data fields are displayed in the Query Editor in NICE Query. For more information about the Query Editor, see the NiceLog User’s Manual.




5. If you want to use a user-defined list of values for the data field, double-click in the List column, and type the name of the list that contains possible values.

6. When you complete site data field settings, click Save in the toolbar.

The data field information you specified for the site is saved.

NOTE: User-defined value lists are created using the NICE Administrator application List Editor. For more information, see Managing NiceCLS Servers on page 89.



Defining the Site Password Policy

Defining the Site Password PolicyThe password policy for all users at the site is determined using NICE Administrator. When defining NICE applications users, each user is assigned a password and access privileges to each application and to the individual components within the applications. For more information about user access privileges, see Managing User Profiles on page 129.

In the NICE Administrator application Site definition, user password parameters are configured for all users defined in the system.

Defining Password Parameters

To define user password parameters:

1. In the NICE Administrator window, select Site in the Resource List, and click the Passwords tab in the Resource Definition area.

The Passwords tab appears.

Figure 1-15 Site Password Setup

NOTE: A User’s password cannot be identical to the User’s first name, last name, login name, or extension. Additional restrictions can be applied by selecting the Strict password checking option on the Passwords tab. See Figure 1-15 on page 28.




2. In the Maximum Password Age area, select one of the following options:

3. In the Password History area, select one of the following options:

4. In the Minimum Password Age area, select one of the following options:

5. In the Password Checking area, set the following options:

6. In the Forbidden Passwords area, you can define passwords that may not be used by users in the system.

The options in this area are as follows:

Password never expires Select this option if you do not want user passwords to expire.

Expires in __ days Select this option if you want user passwords to expire after the number of days you specify. Use the up/down arrows to select the value.

No Password History Enables the user to use previous passwords.

Remember last __ passwords Select this option to cause the system to remember a specified number of previous passwords. A user will not be able to use any of the specified number of their previously used passwords when changing their password. Use the up/down arrows to select the value.

Change any time Select this option to enable user passwords to be changed whenever necessary.

Allow change after __ days Select this option to enable user passwords to be changed only after the number of days you specify. Use the up/down arrows to the select the value.

At least __ characters Specify a minimum number of characters that the password must include. The value must be at least 5. Use the up/down arrows to select the value.

Strict password checking Select this if you want to apply strict password checking rules. The rules include the following:

• The password cannot include leading or trailing blanks.

• The password cannot have more than two identical consecutive characters.

• The password cannot contain only digits or only letters.

Add Click this button to define a password that cannot be used by a user.




7. When you complete site password settings, click Save in the toolbar.

The password information you specified is saved.

The Forbidden Password window appears.

Type the password that you do not want users to use, and click OK.

The password you specified is added to the Forbidden Password list.

Edit Select a password in the Forbidden Password list, and click this button to modify the password you selected.

The Forbidden Password window appears.

Modify the password as desired and click OK.

The password is modified and the change is shown in the Forbidden Password list.

Delete Select a password in the Forbidden Password list, and click the Delete button to remove it from the list.



Managing Site Security

Managing Site SecuritySite security involves the following:

• Account Lockout information

• Displaying login information

• Auto Application Lock information

• Expanding playback time

• Dual Password requirements

To set site security parameters:

1. In the NICE Administrator window, select Site in the Resource List, and click the Security tab in the Resource Definition area.

The Security tab appears.

Figure 1-16 Site Security Setup



Managing Site Security

2. In the Account area, the options are as follows:

3. In the Application Auto-Lock area, you can set the idle time after which any application that has not been active, and to which a user is logged in, will automatically lock and the user will have to reenter the login password. Each open application locks separately. Use the up/down arrows to specify the number of idle minutes.

4. In the Expand Playback area, the Expand playback interval __ seconds option enables you to specify the number of seconds you want to add before and after the playback time of the recording. This is useful, for example, when you want to hear audio that begins immediately upon playback and is too fast to be understood. Adding several seconds before the audio begins may enable the user to understand the audio better. Use the up/down arrows to specify the number of seconds.

5. In the Playback Dual Password area, the options are as follows:

For more information about Dual Password Playback, see the NiceLog User’s Manual.

6. In the Playback Division for Long Calls area, you can set the number of minutes for each segment of a long call.

Lockout after __ bad login attempts

Specify how many login attempts the user will have before being locked out of the system.

Lockout refers to when the system disables a user’s account. In this case, the user no longer has access to the NICE applications. To enable a locked out account, the Site Administrator must unmark the Account Locked Out option in the NICE Administrator application User Definition section. (See Managing Users and User Groups on page 105 for more information.) Use the up/down arrows to specify the number of bad logon attempts.

Display login information Mark this option if you want user login information to be displayed each time the user logs in. The information includes how many attempts the user made to log in, and other related information.

NOTE: The Expand playback interval option can only be used for audio that was recorded through a microphone or a speaker.

No playback restriction Allows the user to playback any of his own recordings at any time.

Require colleague login for calls older than __ minutes

After the specified amount of minutes has passed, a second password is required in order for the user to playback his own recordings. Use the up/down arrows to specify the number of minutes.

NOTE: A second password is required at all times in order for a user to listen to recordings other than his own.



Changing the NICE Administrator Password

7. In the Windows Username Uniqueness area, clear this checkbox only if more than one user will be logging in with the same Windows user ID. In this case, the agent cannot be uniquely identified in a Free Seating by Agent Username environment.

8. When you complete the configuration of site security settings, click Save in the toolbar.

The security information you specified is saved.

Changing the NICE Administrator PasswordNICE Administrator application is installed with a NiceLog System Administrator for whom all access privileges are enabled. The initial user name and password of the first System Administrator are provided by the system installer.

The user name and password of the initial Administrator should be changed the first time NICE Administrator is started. After the first time, it is recommended to change the password periodically for security purposes.

To change the Administrator password:

1. In the System menu, choose Change Password.

The Change Password window appears.

Figure 1-17 Change Password WIndow

The Change password for field displays the currently logged-in user.

2. In the Old password field, type the current password.

3. In the New password field, type the System Administrator’s new password.

4. In the Retype new password field, type the new password again in order to confirm it.

5. Click OK.

The System Administrator’s password is changed to the one you specified.



Viewing the Legend of NICE Administrator Icons

Viewing the Legend of NICE Administrator IconsNICE Administrator icons are listed and described in a Legend window.

To view the legend of NICE Administrator icons:

• In the Help menu, choose Legend.

The Legend window appears.

Figure 1-18 Legend Window

Chapter 2: Managing NiceLog Loggers


35

2

Managing NiceLog Loggers

All NiceLog Loggers in the system must be defined and set up by the System Administrator in the NICE Administrator application.

Contents

Defining New Voice and VoIP Loggers .........................................................................36

Defining New Screen Loggers.......................................................................................46

Setting Up Audio Input Channels..................................................................................48

Defining Input Channel Groups.....................................................................................57

Setting Up the Output Manager.....................................................................................58

Defining Output Channel Groups..................................................................................62

Setting Up Predefined Selective Recording.................................................................63

Defining an N+1 Logger Chain ......................................................................................67

Modifying a Logger Definition.......................................................................................68

Deleting a Logger Definition..........................................................................................68

Backup and Retrieval Operations .................................................................................69

36 Chapter 2: Managing NiceLog Loggers


Defining New Voice and VoIP Loggers

Defining New Voice and VoIP Loggers NICE Administrator is installed with all NiceLog Loggers undefined. All NiceLog Loggers must be defined before they can begin operation.

All Voice and Voice Over IP (VoIP) Loggers can be defined using the procedure in this section. For more information, refer to the NiceLog System Installation Guide.

VoIP Loggers enable the recording of VoIP audio. There are two types of Passive RTP Sniffing NICE VoIP Loggers:

• VoIP Logger for Total Recording Static IP Addresses

• VoIP Logger for Total Recording Dynamic IP Addresses

To define a new Logger in the system:

1. In the NICE Administrator window, click New in the toolbar, and choose NiceLog.

New NiceLog appears in the Resource List under Site, Servers, Loggers.

The General tab of the Logger definition appears in the Resource Definition area.

Figure 2-1 NICE Administrator Window - New NiceLog Logger Definition

2. Enter information in the General tab as follows:

IMPORTANTBefore you define any Logger, ensure that the Logger is up and running.

Name: Type the name of the Logger.




The system connects with the Logger and the information about the Logger is displayed in the Capabilities area of the General tab. Advanced processing shows which type of Logger was selected. The Backup tab disappears when not relevant for the selected Logger.

3. If you want the Logger to retrieve archived audio, select For retrieval. This parameter provides the Logger with some degree of priority over other Loggers during Query and Locate.

4. Click Save in the toolbar to save the Logger definition.

Figure 2-2 NICE Administrator Window - General tab

The definition is saved, and a Setup button appears in the General tab.

Network type: The default network protocol is TCP/IP.

Network address: Type the network address of the Logger

-or-

To locate the network address of a specific Logger, click the Browse button in the Network Address field.

IMPORTANTYou must save the Logger definition before you continue to ensure that the proper connection is made to the database.

Sample Voice Logger

Sample VoIP Logger




You use the Setup button for defining Audio Segments, Recording On Demand, Automatic Deletion, and Test Tones. The availability of these features vary for each Logger type and each Logger configuration. See Setting Up Additional Features for a Logger on page 41, for details on setting up these features.

5. Click the Channels tab.

The Channels tab appears.

Figure 2-3 NICE Administrator Window - Logger Channels Tab

6. All of the Input and Output channels for the Logger appear. In a new Logger definition, all are Configured. You can change the channel configuration for the Logger you are defining. Move channels from the Configured list to the Not configured list. Click Save.

7. For High Density Loggers, you can optionally change the configuration property of each trunk. click the Trunks tab.

The Trunks tab appears.

NOTE: The Backup tab disappears when not applicable.




Figure 2-4 NICE Administrator Window - Trunks Tab

8. All of the trunks for the Logger appear. In a new Logger definition, all are Configured. You can change the trunk configuration for the Logger you are defining. Move trunks from the Configured list to the Not configured list. Click Save.

The following additional procedures are available when required for the Logger definition:

The Logger definition is complete. Repeat this procedure to add additional Loggers to your site.

Adding a Remote Tape Server (RTS) to the Logger Definition

RTS devices used for backup can be added to the Logger definition.

• Backup When this option is available, add RTS devices using the Backup tab. See Adding a Remote Tape Server (RTS) to the Logger Definition on page 39.

• Test Tones When available, use the Setup button on the General tab. See Setting Up Additional Features for a Logger on page 41.

• Predefined Selective Recording

When this option is available, use the Selective Recording button on the Channels tab. See Setting Up Predefined Selective Recording on page 63.

NOTE: Backup is an optional feature, and is not available in all configurations.




RTS devices are added to the Logger definition in the Backup tab of the Logger definition.

Figure 2-5 NICE Administrator Window - Logger Backup Tab

To open the Backup tab:

1. In the NICE Administrator window, select the Site, Servers, and then the Loggers folders.

2. Select the Logger with the definition you want to modify.


3. Click the Backup tab.

The Backup tab appears. See Figure 2-5 on page 40.

To add an RTS device:

1. Click the Add button in the Backup tab. See Figure 2-5 on page 40.

The Add Remote Tape Server Window appears.

Figure 2-6 Add Remote Tape Server Window




2. Enter the Network address and the Index of device on RTS machine.

3. Click OK.

The new RTS device appears in the preview area in the Backup tab.

4. Click Save in the toolbar to save the RTS definitions.

Setting Up Additional Features for a Logger

This section describes how you can define the following features for each new Logger:

Features are added from the General tab of the Logger definition. After the Logger definition is saved, a Setup button appears.

NOTE: Availability of each feature is dependant upon Logger configuration.

Audio Segments: Enables you to define how an audio segment will be created. An audio segment is a period of audio that is bound by “start” and “stop” times, which are determined by the segment creation options configured for each input channel.

Recorded audio is listed and played as audio segments in the NICE Query application only.

Recording on Demand:(ROD)

Specifies which characters will be used to pause and resume recording when using DTMF Recording on Demand with the telephone option. The Stop and Start can also be based on tones from an Interactive Voice Response (IVR) system. (This feature is not available for VoIP Loggers.)

Automatic Deletion: When the amount of available hard disk space on a Logger falls below a certain level, the Logger either stops recording new audio, or provides space for new audio by automatically removing the oldest recorded audio from the Logger after it has been archived.

Test Tones: Allows you to define which time slots on each Logger are to be used for sending Test tones. Test tones are continuously sent from the switch to the Logger in order to check the Logger’s connections. This feature is available for SCSA II Loggers (with ISAC2 boards only).




Figure 2-7 NICE Administrator Window - General tab, Setup button

To open the General tab:

1. In the NICE Administrator window, select the Site, Servers, and then the Loggers folders.

2. Select the Logger with the definition you want to modify.

The General tab of the Logger definition appears in the Resource Definition area. See Figure 2-7 on page 42.

To setup additional features for your Logger definition:

1. In the General tab, click the Setup button. See Figure 2-7 on page 42.

The Setup window appears.

Figure 2-8 Setup Window - Segments Tab (shows all options)

Setup




2. Specify values for the following fields in the Segments tab:

3. In the ROD tab, enter DTMF codes that can be used to resume and pause recording.

Figure 2-9 Setup Window - ROD Tab

NOTE: • The DTMF area appears only when defining Loggers that use DTMF.

• ROD is an optional component and does not appear in all configurations. It is not available for any of the VoIP Loggers.

• For VoIP Loggers, the Segments tab does not contain the Minimum length parameter or the DTMF area.

• For VoIP Loggers, the Automatic Deletion tab appears.

• The Test Tones tab appears only when the Logger has an ISAC2 board. (A list of Boards appears in the lower part of the General tab for the Logger definition. See Figure 2-7 on page 42.)

Break after Two segments of active audio are considered separate audio segments if the specified number of seconds of silence is detected between them.

Minimum length Minimum number of seconds of active audio that can be considered an audio segment.

Maximum length Maximum number of seconds of active audio that can be considered an audio segment.

Save first digits The first group of DTMF digits detected are saved and can be used to identify the audio segment.

Save last digits The last group of DTMF digits detected are saved and can be used to identify the audio segment.




The code you enter must include a pound sign (#) in the first, second, or third position. The code can include any number.

4. In the Automatic Deletion tab, choose the option to be used when the Logger’s hard disk becomes full.

Figure 2-10 Setup Window - Automatic Deletion Tab

Stop recording input channels The Logger stops recording new audio.

Delete oldest recorded audio When the Logger’s hard disk is nearly full, Automatic Deletion begins to delete the oldest archived audio.

NOTE: The Automatic Deletion process does not remove any part of a recording that is currently being played.




5. In the Test Tones tab, select one or two time slots for each data line requiring test tones. The numbers of the data lines directly corresponds to the numbers received from your switch.

Figure 2-11 Setup Window - Test Tones Tab

6. Click OK to close the Setup window.

7. In the NICE Administrator window, click Save in the toolbar to save the Logger definition.

NOTE: Only time slots 0 and 62 can be used for test tones. If these time slots have been configured for selective recording, they are identified by their icon and cannot be set for test tones. (See Setting Up Predefined Selective Recording, Step 4 on page 66.)



Defining New Screen Loggers

Defining New Screen Loggers NiceLog Screen Loggers must be defined using the NICE Administrator before they can be used in the system.

To define a NiceLog Screen Logger in the system:

1. In the NICE Administrator window, click New in the toolbar, and choose Screen Logger.

New Screen Logger appears in the Resource List under Site, Servers, Others.

The General tab of the Screen Logger definition appears in the Resource Definition area.

Figure 2-12 NICE Administrator Window - New NiceLog Screen Logger Definition

2. Enter information in the General tab as follows:

3. Click Save in the toolbar to save the NiceLog Screen Logger definition.

Name Type the name of the Screen Logger.

Network type The default network protocol is TCP/IP.

Network address Type the network address of the Screen Logger.



Defining New Screen Loggers

Figure 2-13 NICE Administrator Window

The definition is saved, and the Capabilities information appears.



Setting Up Audio Input Channels

Setting Up Audio Input Channels Audio input sources (such as, telephones) are connected to input channels in the Logger. Each input channel handles a single audio source. Input sources are physically connected to input channels on an audio input board in the Logger so that each recording in the Logger contains audio recorded from a single source only.

In the NICE Administrator application, you can configure the optimal recording parameters for each input channel.

To set up the parameters for audio input channels in the connected Logger:

1. In the NICE Administrator window, in the Resource List, expand the Channels folder.

2. Expand the Input Channels folder.

Input channel setup parameters for the selected channel appear in the Resource Definition area.

3. Select an input channel in the Input Channels folder.

The General tab of the Input Channels window appears.

Figure 2-14 NICE Administrator Window - Input Channels, General tab

4. Click Setup.

The Setup Audio Input Channel window appears.

NOTE: Before you set up input channels, you should know which audio source is physically connected to which input channel in the Logger. It is recommended to prepare a table of these connections when connecting the audio cables to the NiceLog system.




Figure 2-15 Setup Audio Input Channel Window

The connected Logger’s name appears in the title bar of the Setup Audio Input Channel window, and the settings in the window affect only the selected input channel.

5. Change one or more of the input channel parameters, and click OK.

The input channel parameters are described in the following section.

Audio Input Channel Parameters

The fields and parameters described in the following sections are used for customizing the audio recordings via the audio input channels to the connected Logger(s) in order to meet the unique recording needs of your site. The procedures included in the following sections can be performed individually for each audio input channel, or via a single operation for all audio input channels in a Logger.

Channel Parameters

Figure 2-16 Input Channel Parameters

NOTE: You can adjust any parameter for an input channel even while it is recording, except the Detector Type.




Name

In the Channel area, type a name (up to ten alphanumeric characters) for the selected audio input channel. This name appears in all subsequent references to the channel. When an input channel is assigned a more recognizable name (such as, Ext. 3753), NiceLog users can more easily identify the audio input channel.

If no name is specified in the Name field, the audio input channel’s default name appears in all references to the channel.

Channel Type

Indicates whether the selected audio input channel is configured for an analog or digital input source.

Description

Describes the physical attributes of the audio input channel (board and channel number for analog channels; trunk name and time slot number for digital channels). This information is relevant only when you are setting up a single audio input channel.

Audio Activity Parameters

Activity Detector

Figure 2-17 Input Channel - Activity Detector

You can set the Activity Detector for each configured input channel in a Logger to accurately determine which audio received on the channel should be recorded. When activity detection is enabled for an audio input channel, the channel starts recording only when the Activity Detector detects audio that it considers active.

By recording only active audio, and not the periods of silence between active segments, you save hard disk space on the Logger, and archive media space. Activity detection also enables efficient playback of audio, so that silent segments can be skipped (compressed) and not reproduced during playback.

Authorized NiceLog users can verify whether or not there is activity on a listed audio input channel (that is, if the channel is currently receiving active audio).

NOTE: You can only specify a name when you set up an individual input channel.




Setting up activity detection for the selected audio input channel(s) consists of the following steps:

1. Selecting the detector type for the channel.

2. Setting the activity detection threshold for the channel.

To select an activity detection type for the selected audio input channel(s):

• In the Activity Detector area, select one of the options in the Detector Type drop-down list for the selected audio input channel(s).

Depending on how the Logger is configured, one or more of the following types of activity detectors appear in the Detector Type drop-down list:

An activity detection threshold must be specified for the VOX and Level detector type. This threshold, which determines which audio is considered active on the audio input channel, is based on the input volume of the audio, relative to the threshold.

Setting this threshold must be done with great care, since it is critical to system performance and reliability:

• A threshold level that is too low might cause silent audio segments to be recognized as active. In this case, disk space is wasted, and silence compression during playback will not function.

• A threshold level that is too high may cause active segments to be considered silent. Since silent segments are not recorded to the Logger’s hard disk when activity detection is enabled, important audio data could be lost.

The following are the recommended activity detector threshold values:

• For VOX (either a standard, HF or VHF detector), the recommended threshold is 39.

LEVEL Based on average volume of the audio signal on the input channel. This type of detector is supported in all system configurations and is recommended for telephone inputs. The LEVEL detector, however, cannot differentiate between line noise and voice signals with the same volume level.

EXTERNAL External trigger (such as a radio receiver’s squelch output) is connected to external activity detector input of the NiceLog Logger.

VOX (Optional) Recognizes the characteristics of human voice, and rejects all other input audio so that only human voice is considered active.

ON/OFF HOOK (Optional) For telephone inputs. Detects when the telephone is in use (OFF hook) and not in use (ON hook). Audio on the input channel is recorded only when the connected telephone is in use.

LEVEL, EXTERNAL Based on average volume of the audio signal on the input channel and is connected to external activity detector input of the NiceLog Logger.

None Disables Activity Detection for the selected audio input channel(s) so that all audio input is recorded.




• For LEVEL, you can use the following table as a guideline.

It is also recommended that you perform a trial-and-error procedure to determine the optimal threshold for the selected input channel(s). This procedure is described in the following paragraph.

To set the Activity Detector threshold level:

• In the Activity Detector area of the Setup Audio Input Channel window, move the Threshold slider right (higher) or left (lower).

The new threshold takes effect when you click OK at the bottom of the Setup Audio Input Channel window.

To determine the optimal activity detection threshold for the selected audio input channel:

1. In the Setup Audio Input Channel window set the Activity Detector Threshold level to 39 (this is the default).

2. Click OK at the bottom of the window.

The Setup Audio Input Channel window closes and all of your changes to the setup of the selected audio input channel(s) are saved.

3. Verify that there is audio being sent to the audio input channel, and then monitor the input channel so that you can hear when audio is received by the channel. For more information about monitoring, see the NiceLog User’s Manual. If you are setting the threshold for multiple audio input channels with similar input sources, monitor one of the audio input channels, and then continue the remainder of this procedure using only that audio input channel.

4. Listen for audio on the selected audio output device.

• If you do not hear any audio on the audio output device while audio is being received by the audio input channel, set the activity detection threshold slightly lower (such as, -5).

• If audio is not being received by the audio input channel (that is, you hear only line noise), set the activity detection threshold slightly higher (such as, + 5) to see if the current setting is permitting too much audio to qualify as active.

5. Continue monitoring the audio input channel until you are satisfied with the threshold level.

6. Set the activity detection threshold to the same value for the other channels with similar input sources.

7. For long-term verification of the accuracy of an audio input channel’s activity detection, check the channel’s activity statistics from time to time (described below).

Threshold 0 10 20 30 40 50 60 70 80 90 100

Vrms (milliVolts)

0.07 0.2 0.5 1.5 4.1 11.5 32.5 91 250 720 2010




Activity Statistics

Figure 2-18 Input Channel - Activity Statistics

The NiceLog system enables you to configure an audio input channel so that only a certain amount of its activity (that is, audio that is considered active by the Activity Detector, described above) will be recorded on the channel.

You can specify the Maximum and Minimum activity limits for each audio input channel on a Logger, and whether or not the Activity Statistics alarm should be enabled for the channel.

To set up the Activity Statistics parameters, and the Activity Statistics alarm for an audio input channel:

1. In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio Activity tab, mark the Alarm enable checkbox to enable the Activity Statistics alarm.

2. Set the Maximum and Minimum activity limits for the selected audio input channel(s) by specifying values for the following parameters:

• Max. activity rate (%)

The maximum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally the maximum activity rate is 99%. This ensures that the Activity Statistics alarm for the channel will only be activated if active audio is detected 100% of the time during the Maximum activity rate period.

• Min. activity rate (%)

The minimum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally, the minimum activity rate is 0.1%. This ensures that the Activity Statistics alarm for the channel will not be activated unless no activity at all is detected during the Minimum activity rate period.

• Max. rate period (hrs)

The reference period (1 to 72 hours) for the maximum rate check. If, during the specified period, the activity rate on the selected audio input channel is above the maximum rate, the Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate (such as, one hour).

• Min. rate period (hrs)

The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that period, the activity rate is below the minimum rate, the Activity Statistics alarm is activated (if enabled). Normally, a longer period is appropriate (such as, 72 hours).




Audio Parameters

To set the audio parameters, choose the Audio Params tab in the Setup Audio Input Channel window.

Figure 2-19 Audio Params Tab

Segments Creation

Figure 2-20 Input Channel - Segments Creation

Specifies the method(s) for defining the “start” and “stop” times for recording audio segments for the selected input channel(s).

EXAMPLE:If you specify for an audio input channel, the Max. activity rate as 85% and the Max. rate period as 2 hours, and the Activity Detector detects that the channel is active 90% of the time during a two hour period, the Activity Statistics alarm will activate.

NOTE: Recorded audio is listed and played as audio segments, according to the following parameters, only in the NICE Query application.




The options available are:

Compression

Figure 2-21 Input Channel - Compression

The compression rate at which audio is recorded on the audio input channel(s). The following compression rates are available in the drop-down list:

A higher compression rate (that is 4:1 is higher than 2:1) records less digital audio data per second to the NiceLog Logger’s hard disk. This translates into less disk and archive media usage, but lower audio quality.

However, since audio quality degradation is insignificant for most audio sources, and more disk space can mean better efficiency, the highest compression rate should be selected whenever possible. The rate with the smallest Kbits/sec number is the most efficient compression rate in terms of disk and archive space usage.

To apply the new compression rate settings, click OK at the bottom of the window.

On/Off Hook Audio segments are separated by the beginning and ending of conversations that are detected using on/off hook signal information.

Activity Detector Audio segments are defined by the level of activity on the telephone line. For more information, see Activity Detector on page 50.

Compression Rates

G729A 8:1 Compression 8.0 Kbits/sec

ADPCM 16 4:1 Compression 16 Kbits/sec

ADPCM 32 2:1 Compression 32 Kbits/sec

PCM No Compression 64 Kbits/sec

PCM A-LAW No Compression 64 Kbits/sec

PCM MU LAW No Compression 64 Kbits/sec

NOTE: Some compression rates are optional and may not be available in all configurations.




Warning Tones

Refer to Figure 2-21. Mark the Enable warning tones checkbox if beep tones must be sounded on the audio input channel during a telephone conversation to warn the other party that the conversation is being recorded. Warning tones can be added only on analog audio inputs.

Input Level Control

Figure 2-22 Input Channel - Input Level Control

You can manually specify an audio channel’s input level (gain) on a scale from 0 to 25.5 dB or have it maintained automatically by the Logger using Automatic Gain Control (AGC).

Input AGC averages the volume level of the signal on the audio input channel so that high and low volume audio from the source are automatically recorded at the same volume level. For the best audio quality, input AGC should be specified whenever possible.

If you decide to manually specify a channel’s input level, take care to test recorded audio by playing a recording after setting the input level. An input level that is set too low, causes the input audio to be recorded at a low volume, emphasizing the background noise. An input level that is set too high, causes the audio input circuitry to operate above its nominal limits (saturation), and the recorded signal is distorted. Input level setting (either automatic or manual) has no effect on the activity detection process.

To enable input AGC for the selected audio input channel(s):

• In the Setup Audio Input Channel window, in the Audio Params tab, in the Input Level Control area, mark the Automatic (AGC) checkbox.

To manually specify the gain level for the selected audio input channel(s):

1. In the Input Level Control area, unmark the Automatic (AGC) checkbox.

2. Move the Manual slider right (higher) or left (lower) and the click OK.



Defining Input Channel Groups

Defining Input Channel GroupsAn input channel group contains input channels from one or more Loggers. An input channel can be assigned to more than one channel group.

Whenever a Logger is defined in the system, an input channel group is automatically created, containing all the input channels in the Logger. The contents of this input channel group can not be modified.

Input channel groups can also be defined by users. For example, you can define all of the input devices at a user’s physical location (a right handset, a left handset and a speaker) as an input channel group.

Input channel groups can be assigned to NiceLog system users, for example, to enable them to access audio recorded by their input devices.

To set up input channel groups:

1. In the NICE Administrator window, in the New menu, select Input Channels Group.

The NICE Administrator window - Channels tab appears in the Resource Definition area.

Figure 2-23 NICE Administrator Window - Input Channel Group

2. In the Show channels from logger drop-down list, select a Logger. All of the Logger’s input channels appear below the Logger.

3. Select the input channels you want to include in the group and click the Add button.Click Save.



Setting Up the Output Manager

Setting Up the Output ManagerThe Output Manager assigns output devices for playback of audio recorded on Logger channels.

Output buses are groups of channels that are routed to specific output devices. In a system with analog outputs, the output bus connects channels from a set of Loggers. For example, each first channel in a set of Loggers is connected to a bus. In a system with digital outputs, all channels from a single Logger are connected to an output bus. Thus, one output bus is defined for each Logger. A site can contain multiple buses.

The Output Manager defines the playback device selection for each output bus. For example, the output type could be an extension or a speaker.

Defining the Output Manager

During installation of the NICE Administrator application, the System Administrator must define the Output Manager that will be used to control audio playback.

To define the Output Manager:

1. In the NICE Administrator window, click New in the toolbar, and choose Output Manager.

New Output Manager appears in the Resource List under Site, Servers, Others.

Figure 2-24 NICE Administrator Window - Output Manager Definition

NOTE: You can define only one Output Manager per site.

IMPORTANTBefore defining the Output Manager, verify that the CLS is running.




2. In the Name field, type the name you want for the Server.

3. In the Network Type field, click the drop-down list and select TCP/IP.

4. In the Network Address field, enter the address of the Output Manager.

5. When you are finished defining the Output Manager, click Save in the toolbar.

The Server you defined is saved and appears in the Resource List under Site, Servers, Others, and the version number appears in the Version field.

Modifying the Output Manager Definition

After you define the Output Manager, you can modify its definition.

To modify the Output Manager definition:

1. In the NICE Administrator window Resource List, expand the Site, Servers, and Others folders.

A list of defined Servers appears under Others.

2. Click the relevant Server.

The definition of the Server you selected appears in the Resource Definition area.

3. Modify the definition as explained in the preceding section.

Deleting the Output Manager Definition

If necessary, you can delete the Output Manager definition.

To delete the Output Manager definition:



2. Select the relevant Server and click Delete in the toolbar.

The Server definition is deleted from the NICE Administrator.

Defining Output Buses

The Output Manager allocates audio playback devices according to the output buses defined in the NICE Administrator. The output bus connects Loggers’ output channels so that a single output device can be used to playback and monitor audio from different Loggers.

To define Output Buses:

1. In the System menu of the Administrator window, choose Output Bus Definition.




The Output Bus Definition window appears.

Figure 2-25 Output Bus Definition Window

2. In the Name field, type the name of the bus you are defining.

3. Click New to define a new output bus.

Output Bus_1 appears in the Output buses list.

4. To delete an output bus definition, select the definition you want to delete and click Remove.

In the Available Loggers area, select the Loggers that include the channels you want to add to the bus, and move them to the Member Loggers area.

5. Click Refresh to update the list of Loggers.

6. When you finish selecting Loggers, click Apply to save the definition without exiting the window.

7. Click the Channels tab.

NOTE: All Loggers on a bus must have the same number of output channels.




Figure 2-26 Output Bus Channels Definition

8. In the Channels tab, for each channel number listed in the Channel column, in the Output Type column, click the drop-down list and select an output device.

9. In the Extension column, enter the extensions of the output channels in the bus which are defined as Output Type Extension.

10. After you finish defining the bus channels, click OK to save the definitions and exit the window.



Defining Output Channel Groups

Defining Output Channel GroupsAn output channel group contains output channels from one or more Loggers. An output channel can be assigned to more than one channel group.

Whenever a Logger is defined in the system, an output channel group is automatically created, containing all the output channels in the Logger. The contents of this output channel group cannot be modified.

Output channel groups can also be defined by users. For example, you can define all of the output devices at a user’s physical location (a right handset, a left handset and a speaker) as an output channel group.

To set up output channel groups:

1. In the New menu in the NICE Administrator window select Output Channels Group.

The NICE Administrator window - Channels tab appears in the Resource Definition area.

Figure 2-27 NICE Administrator Window - Output Channel Groups

2. In the Show channels from logger drop-down list, select a Logger.

All of the Logger’s output channels are displayed below.

3. Select the output channels you want to include in the group and click the Add button.

4. The selected output channels appear in the Group Channels column in the NICE Administrator window. Click Save.



Setting Up Predefined Selective Recording

Setting Up Predefined Selective RecordingYou can select to record audio from a specific department or a specified group of individuals in your organization.

Predefined Selective Recording enables you to:

• Set the digital trunks per Logger to be recorded.

• Select the time slot you would like to record.

• Record the audio from two time slots or two input devices to one input channel. This is called summing the input.

For Trunk connections:

• Each trunk can record up to 30 E1 time slots or 24 T1 time slots. You define the trunk/time slot combination for each input channel.

• In the case of an unsummed call, you have to record two trunks on two separate input channels in order to record the entire call.

• When summed audio is available, you can define two trunk/time slot combinations for each input channel.

For Data Line connections:

• Each Logger has 21 data lines (numbered 0 - 20) and each data line has 64 time slots (numbered 0 - 63), on which audio can be received. Each input channel can record the audio from one time slot.

After the Loggers have been defined, you can set up Predefined Selective Recording per Logger. Predefined Selective Recording is set up in the Channels tab of the Logger definition:

NOTE: Predefined Selective Recording is an optional feature, and is not available in all configurations.




Figure 2-28 NICE Administrator Window - Channels Tab

If the Channels tab is not opened,

• In the NICE Administrator window, select the Site, Servers, and then the Loggers folders.

• Select the Logger whose definition you want to modify.


• Click the Channels tab.

The Channels tab appears.

To set up Predefined Selective Recording:

1. Click the Selective Recording button in the Channels tab. See Figure 2-28 on page 64.

Depending upon your Logger configuration, one of two Selective Recording windows appears.

Figure 2-29 on page 65 shows the Selective Recordings window for Trunk connections.

Figure 2-30 on page 66 shows the Selective Recording window for Data Line connections.

Selective Recording




All Data Lines appear in the Trunks column.

Figure 2-29 Selective Recording Window, Trunk Connections

If the Trunk Mate and Time Slot Mate columns appear, then you can sum two time slots to record on one input channels.

TIP: • All Trunks are listed (input and output). Only input trunks can be selected for

Selective Recording.

• Loggers which contain more than one trunk type, must have matching trunks and input channels.

• Error checking and messages occur only once the input channel is connected. (i.e., If you select an output trunk and do not mark the connected checkbox, an error message will not appear.)




Figure 2-30 Selective Recording Window, Data Line Connections

In both windows, the input channels appear in the leftmost columns. The Connected checkbox for each input channel must be marked in order to establish the connection once the assignment is made.

2. Enter the Trunk/Time Slot combination or the Data Line/Time Slot combination for each input channel.

3. To define a summed input channel, enter a second Trunk/Time Slot combination, in the Trunk Mate and Time Slot Mate columns.

4. Mark the checkbox in the Connected column for each assignment to confirm the connection.

5. To use a Time Slot for test tones, clear its Connected checkbox. Only Time Slots 0 and 62 can be used for test tones. (See Setting Up Additional Features for a Logger on page 41.)

6. To save your changes and continue working in this window, click Apply.

7. To save your changes and close this window, click OK.

Data LinesClear this checkbox to usethe Time Slot for test tones

IMPORTANTAll Data Lines (Trunks) in this application are numbered 1 - 21. If the Trunks on some your switch are numbered 0 - 20, then Trunk 0 on your switch corresponds to Trunk 1 in this window, Trunk 1 on you switch corresponds to Trunk 2, and so on.

TIP: If you do not mark the Connected checkbox, your settings will be saved, but the connection to the input channel will not be made.



Defining an N+1 Logger Chain

Defining an N+1 Logger ChainYou must define the N+1 Logger chain in a redundant system in the NICE Administrator to enable proper re-routing of audio for recording when a Logger in the system fails.

To define the N+1 chain in a redundant system:

1. In the System menu of the NICE Administrator window, choose Hot Standby System.

The Hot Standby System window appears.

Figure 2-31 Hot Standby System Window

The Hot Standby System window displays the Spare (redundant) Logger in the chain (on the left side of the window).

In the Hot Standby System window, you can perform the following operations:

2. After you complete the Hot Standby definition, click Close to exit.

NOTE: Defining an N+1 Logger Chain is an optional feature, and is not available in all configurations.

NOTE: After you define the Loggers, the system is able to detect the spare Logger, and denotes it with an asterisk in the Resource window.

Learn All: Click this button to list all Loggers connected to all N+1 Loggers at the site.

Learn: Click this button to list all Loggers in the Spares list that are connected to the selected N+1 Logger.

Update: Click this button to update the N+1 Loggers with the configurations of the Loggers connected to them.

Update & Save: Click this button to update the N+1 Loggers with the configurations of the Loggers connected to them, and then save the chain information in the database.



Modifying a Logger Definition

Modifying a Logger DefinitionAfter a NiceLog Logger is defined, you can change its definition whenever necessary.

To modify the definition of a NiceLog Logger:

1. In the NICE Administrator window Resource List, expand the Site, Servers, and Loggers folders.

A list of defined NiceLog Loggers appears under Loggers.

2. Double-click the relevant Logger.

The definition of the NiceLog Logger you selected appears in the Resource Definition area.

3. Modify the definition as needed. For more information about Logger definition parameters, see Defining New Voice and VoIP Loggers on page 36.

Deleting a Logger DefinitionA NiceLog Logger definition in the NICE Administrator application can be deleted. After you delete a Logger definition, no user can access that Logger.

To delete a NiceLog Logger definition:

1. In the Administrator window Resource List, expand the Site, Servers, and Loggers folders.

A list of defined NiceLog Loggers appears under Loggers.

2. Select the relevant Logger and click Delete in the toolbar.

The Logger definition is deleted from the NICE Administrator.



Backup and Retrieval Operations

Backup and Retrieval OperationsBackup (archiving) and Retrieval operations are performed in the Backup Window.

When audio is first recorded by a NiceLog Logger, it is stored on the Logger’s hard disk, and is available for immediate playback via NICE Query. For more information about NICE Query, see the NiceLog User’s Manual.

For long-term storage, recorded audio can be stored on archive media, via the Media Library Server. For more information about the Media Library, see Managing the Media Library Server on page 161.

You can use the NICE Backup window to configure audio archiving, perform retrieval operations, and delete unnecessary audio.

To open the NICE Backup window:

• In the NICE Administrator window, click Backup in the toolbar.

The NICE Backup window appears.

Figure 2-32 NICE Backup Window

Archiving Audio

Using NICE Backup, the System Administrator configures one of three archiving modes, to ensure long-term storage of recorded audio.

• Automatic Archiving: The archiving devices are configured for automatic archiving in the connected Logger.

NOTE: Screen recordings cannot be archived.




• Automatic Archiving with an Autoloader device: Set up automatic archiving with an autoloader device.

• Manual Archiving: Manually archive recorded audio to archive media.

Setting Up Automatic Archiving

To set up Automatic Archiving:

1. In the NICE Backup window Loggers area, select a Logger.

2. In the Setup menu, choose Setup Automatic Archiving.

The Setup Automatic Archiving for Logger # window appears.

Figure 2-33 Setup Automatic Archiving for Logger # Window

3. In the Backup Mode area, select one of the following modes of Automatic Archiving for the selected archiving devices:

• Continuous

Audio on the hard disk is continuously backed up to the archiving media loaded in the selected archiving device. When the medium is full, a message notifies the System Administrator to replace it, and archiving automatically continues on another configured archiving device.

NOTE: Data can be written to both sides of the Magneto Optical (MO) cartridges.




• Cyclic

This type of archiving is only available with the 6DAT option. Automatic archiving of recorded audio where the DAT cassettes are overwritten when they are full. When the 6DAT is configured for cyclic archiving, a single DAT is configured for mirroring and concurrently archives the audio. This provides a copy of the audio for long-term storage.

• Channeled Archiving

An archiving device is configured to back up audio previously recorded on specific channels. Select the Channeled Archiving option then select the appropriate device tab. In the Channels to archive area, click Select Channels.

The Channels to Archive in Device # on Logger # window appears.

Figure 2-34 Channels to Archive in Device # on Logger # Window

In the Select Audio Channels area, select the audio input channels whose audio you want to archive in the selected archiving device. Click OK.

WARNINGChannels that appear with an exclamation mark (!), have not been assigned to any of the archiving devices. Automatic Archiving cannot begin until all channels have been assigned to an archiving device.




• Mirroring

Two archiving devices in the Logger are set up to concurrently archive the same recorded audio from the Logger’s hard disk.

In the Mirroring timeout field (see Figure 2-33 on page 70), type the number of minutes that, in the event of archiving failure, one archiving device should wait for the other. If the inactive archiving device does not resume archiving within the specified timeout period, mirroring stops, and the remaining archiving device takes over.

4. In the Set to automatic archiving area, select archiving devices to configure Automatic Archiving in the connected Logger.

If a Device checkbox is not marked, Automatic Archiving is not configured in the connected Logger.

5. In the Device # tab, in the Overwrite period area, configure an overwrite protection period for this device.

Select one of the following overwrite options to implement on the archiving device.

• Do not overwrite media for the next__

Specify the number of months or days that should pass after recorded audio is archived to archiving media, before audio can be overwritten.

Automatically assigning an expiration to each archiving medium when it is ejected ensures that archived recordings cannot be overwritten until the required minimum period of time has passed.

• Overwrite any previous media contents

Archived recordings can be overwritten immediately.

6. Configure Automatic Archiving to start and stop according to one of the following modes:

• In the Start writing to the media area, select When the medium is inserted.

In the Automatically eject the media area, select When the medium is full.

-or-

• In the Start writing to the media area, in the Periodically at field, type or select the time (in hh:mm format), and select the day(s) that Automatic Archiving should begin.

In the Automatically eject the media area, in the Periodically at field, type the time, and select the day(s) that Automatic Archiving should end.

-or-

• In the Start writing to the media area, select When the medium is inserted.

In the Automatically eject the media area, in the Periodically at field, type the time, and select the day(s) that Automatic Archiving should end.

NOTE: If two archiving devices are set for Automatic Archiving without mirroring, when archiving terminates on one archiving device, the other archiving device automatically starts archiving.




Setting Up Automatic Archiving with an Autoloader Device

To set up Automatic Archiving with an Autoloader device:

1. In the NICE Backup window, in the Devices of Logger # area, select the Autoloader device.

2. Click the Setup Automatic Archiving button.

-or-In the Setup menu, choose Setup Automatic Archiving.

The Setup Automatic Archiving for Logger # (with Autoloader) window appears.

Figure 2-35 Setup Automatic Archiving Window

3. In the Backup Scheme area, select one of the following three Automatic Archiving modes:

• None

The Autoloader device is disabled so that Manual Archiving or Retrieval can be performed on the single archiving device.

• Continuous

The Autoloader device is in continuous archiving mode and the single archiving device is reserved for Retrieval and Manual Archiving purposes. Audio is archived to archiving media loaded in archiving device magazine slots 2-6 (the first slot is reserved for a cleaning medium). The magazine is ejected when all of the archiving media are full or according to a specified automatic eject date.

• Cyclic

The Autoloader device overwrites its archiving media when it is full.




If an additional archiving device is configured, it must be used to mirror the Autoloader’s archiving media. In this case, in the Mirroring timeout field, type the number of minutes the Autoloader device will wait for the single archiving device, in the event that it stops archiving. If the single archiving device does not resume archiving within the timeout period, mirroring stops, and audio is archived to the Autoloader device only.

4. If you selected Continuous in the Backup Scheme area, continue with this step. Otherwise, skip to Step 5.

In the Automatically Eject the Magazine area, configure the archiving media to eject according to one of the following modes:

• Select When the magazine is full for the archiving magazine to eject when full.

• In the Periodically at field, type the time (in hh:mm format) and select the day(s) that the archiving magazine should eject. Then, in the Every drop-down list, select one week, two weeks, three weeks or four weeks.

5. In the Expiration period area, configure an Overwrite protection period.

Select one of the following two Overwrite options to implement on the archiving device.

• Do not overwrite media from the last _

Specify the number of months or days that should pass after recorded audio is archived to archiving media, before audio can be overwritten.

Assigning an expiration period to each archiving medium when it is ejected ensures that archived recordings cannot be overwritten until the required minimum period of time has passed.

• Overwrite any previous media contents

Archived recordings can be overwritten immediately.

NOTE: • If you set the Autoloader to eject the archiving magazine every few weeks, set it to

eject on only one day of the week. If you set the Autoloader to eject the archiving magazine every week, set it to eject on a few days of the week.

• If you are archiving to DVD, when automatic archiving is complete, the media is not automatically ejected. A warning message appears telling you to open the door of the Logger before you click the Eject button. If you click the Eject button without opening the door first, an error message appears telling you to open the door and click the Eject button again.

NOTE: If the Autoloader device is installed and is running in Cyclic mode, overwrite protection parameters affect only the archiving medium created in the single archiving device in the Logger.




Disabling Automatic Archiving

Once an archiving device in a Logger is set up for Automatic Archiving, you can disable Automatic Archiving on the archiving device in order to dedicate the device to another function.

To disable Automatic Archiving:

1. In the NICE Backup window, click the Setup Automatic Archiving button.

-or-In the Setup menu, choose Setup Automatic Archiving.

The Setup Automatic Archiving for Logger # window appears.

Figure 2-36 Setup Automatic Archiving for Logger # Window

2. In the Backup Mode area, deselect the checkbox corresponding to the archiving device(s) on which you want to disable Automatic Archiving. Then click OK.

The Setup Automatic Archiving for Logger window closes, and you receive confirmation that Automatic Archiving is disabled.

To disable Automatic Archiving on an Autoloader device:

1. In the NICE Backup window, click the Setup Automatic Archiving button.

-or-

NOTE: There are different procedures for standard Automatic Archiving and for Automatic Archiving on Autoloader Devices. Both are given below.




In the Setup menu, choose Setup Automatic Archiving.

The Setup Automatic Archiving for Logger (with Autoloader) window appears.

Figure 2-37 Setup Automatic Archiving Window

2. In the Backup Scheme area, select None. Then click OK.

The current archiving mode is interrupted and you can perform Manual Archiving or Retrieval using the single archiving device.

Manually Archiving Audio

You can use the NICE Backup window to manually archive recorded audio to archive media. See Figure 2-32 on page 69.

To archive audio manually:


The Logger’s archiving devices are displayed in the Devices of logger area.

2. Click the Manual Archive button in the toolbar to set the current operation to manual archiving. (This stops other operations, to enable manual archiving.)

The Manual Archiving prompt appears.

NOTE: Screen recordings cannot be archived.




Figure 2-38 Manual Archiving Prompt

3. If you want to add audio to the archive media, click Append.

The NICE Backup prompt window appears.

-or-If you want to overwrite audio on the archive media, click Overwrite.


4. Insert the archive media in the specified drive, and click OK.

5. Click the Show Media Contents button in the toolbar.

The Device # Logger # window appears.

Figure 2-40 Device/Logger Selection Window for Manual Archiving




6. Click Start Manual to define a manual archiving filter.

The Manual Archiving window appears.

Figure 2-41 Manual Archiving Window

Define the manual archiving filter as follows:

When you are finished defining the filter, click Start archive.

Channels to archive

Select All channels if you want to archive audio found on all channels available in the Logger.

-or-

Select Specific channels, click the drop-down list to select a Logger, and then select the specific channels that contain the audio that you want to archive.

From time Click the drop-down list and select the start date of the audio that you want to archive. Then, click the up/down arrows in the Time field to specify the start time of the audio that you want to archive.

-or-

Click the From channel start option to archive all recordings from the time recording began on the channel.

To time Click the drop-down list and select the end date of the audio that you want to archive. Then, click the up/down arrows in the Time field to specify the end time of the audio that you want to archive.

-or-

Click the To channel end option to archive recordings up to the last recording on the channel.




The audio you specified is copied to the archive media.

7. Click the Return to Default Operation button to continue the Automatic Archiving program.

Retrieving Audio

To play archived audio that has already been removed from the Logger’s short-term storage disk, you must first retrieve the audio from the archive media to the disk.

The following two procedures describe how to retrieve audio:

Retrieving Audio from Archiving Media - Describes how to retrieve audio from a Logger’s drive to a Logger’s disk.

Retrieving Data from an External Logger - Describes how to retrieve data that was recorded on a Logger in another system. To do this, you must first define an external Logger in your system.

Retrieving Audio from Archiving Media

This procedure assumes that you already know which archive media contains the audio that you need to retrieve.

To retrieve archived audio:


The Logger’s archiving devices are displayed in the Devices of logger area.

2. If you want to retrieve audio from archive media that is not currently loaded in the drive, continue with Step 3.

-or-If you want to retrieve audio from archive media that is currently loaded in the drive, skip to step 5.

3. Click the Retrieve button in the toolbar to set the current operation to retrieve. (This stops other operations, to enable retrieval.)

4. Insert the archive media from which you want to retrieve audio in the appropriate drive.

5. In the Devices of logger area, select the device you want to use, and click the Media Contents button in the toolbar.


NOTE: When manual archiving is complete, a warning message appears telling you to open the door of the Logger before you click the Eject button. If you click the Eject button without opening the door first, an error message appears telling you to open the door and click the Eject button again.

NOTE: Screen recordings cannot be archived and therefore cannot be retrieved.




Figure 2-42 Device # Logger # Window for Audio Retrieval

6. Select the Logger channel that contains the audio you want to retrieve.

Each Logger channel contains audio recorded from the time that appears in the Start Time column, till the time that appears in the Stop Time column. This may include several recordings.

7. At this point, you can either define a retrieval filter for audio recorded on the channel, or you can select specific recordings that you want to retrieve from the channel.

This step continues with the definition of an audio retrieval filter. To select specific recordings, skip to Step 8.

a. In the Device # Logger # window, click Start Retrieval.

The Retrieval from Media window appears.




Figure 2-43 Retrieval from Media Window

b. Specify the start and end periods of the audio you want to retrieve as follows:

c. When you are finished specifying the start and end periods, click Start retrieve.

The audio you specified is copied to the Logger’s hard disk.

8. If you want to select specific recordings to retrieve from the channel, in the Device # Logger # window, click Recordings.

The Recordings window appears.

From time Click the drop-down list and select the start date of the audio that you want to retrieve. Then, click the up/down arrows in the Time field to specify the start time of the audio that you want to retrieve.

-or-

Click the From channel start option to retrieve all recordings from the time recording began on the channel.

To time Click the drop-down list and select the end date of the audio that you want to retrieve. Then, click the up/down arrows in the Time field to specify the end time of the audio that you want to retrieve.

-or-

Click the To channel end option to retrieve recordings up to the last recording on the channel.




Figure 2-44 Recordings Window for Retrieval Operation

Select the recordings you want to retrieve, and click Start Retrieve.

The recordings you selected are copied to the Logger’s hard disk.

9. After you complete a retrieval operation, if you loaded archive media for the retrieval operation, and the device was set for automatic archiving, click the Return to Default Operation button to continue the automatic archiving program.

-or-If you retrieved audio from archive media that was already loaded, and the device was set for automatic archiving, you do not need to take any further action. The NICE Backup utility resumes the automatic archiving program.

Retrieving Data from an External Logger

You can retrieve data that was recorded on a Logger in another system. To do this, you must first define an external Logger in your system.

To retrieve data from an external Logger:

1. Insert the archive media in your system. The NICE Administrator creates a dummy Logger in the database tables so the call data can be accessed.

2. In the Tools menu of the NICE Backup window, choose Analyze External Media.

A message window appears asking if you want to add the external Logger to the Security Database.




Figure 2-45 NICE Backup message window

3. Click Yes. A success message box appears. Click OK.

4. In the NICE Administrator window, the newly defined external Logger is available.

Figure 2-46 NICE Administrator Window

Deleting Audio

If necessary, you can erase the contents of an entire archive media.

To delete the contents of an archive media:

1. In the NICE Backup window Loggers area, select a Logger. Logger archiving devices are displayed in the Devices of logger area.

NOTE: Privileges for the external Logger must be defined in the Privileges tab, in order to retrieve call information from its media.

NOTE: The Delete operation erases the entire cassette. You cannot erase specific recordings from the NICE Backup window.




2. Click the Assign to Erase button in the toolbar to set the current operation to delete. (This stops other operations, to enable deleting.)

3. Insert the archive media that you want to erase in the appropriate drive.

4. In the Devices of logger area, select the device you want to use, and click the Media Contents button in the toolbar.


Figure 2-47 Device # Logger # Window for Audio Deletion

5. Click Start Erase to erase the contents of the archive media you inserted in the drive.

Enabling/Disabling an Archiving Device

A NiceLog Logger can be equipped with up to three archiving devices. To use an archiving device for archiving and retrieval, the device must first be enabled.

You can disable an archiving device in a Logger at any time (such as, if you want to use Device 2 while fixing a problem in Devices 1 and 3).

To enable/disable an archiving device in the connected Logger:

1. In the NICE Backup window Setup menu, choose Configure Devices.

The Configure devices window appears.




Figure 2-48 Configure Devices Window

2. For each Logger, mark the field corresponding to the archiving device you want to enable.

-or-Unmark the field to disable the archiving device.

3. Click OK.

The Configure Devices window closes, and your changes take effect immediately.

Displaying Archiving Device Information

The following information can be displayed for archiving devices:

To display archiving device information:

1. In the NICE Backup window Devices for Logger # area, select an archiving device.

NOTE: You can disable an archiving device only when it is not in use.

• Device Type Type of archiving medium loaded in the selected archiving device.

• Operation Current archiving device operation.

• Default Operation Default operation configured for the selected archiving device.

• Free Space Percentage of free space on the loaded archiving medium.

• Last cleaning time Day, date, year, and time that the selected archiving device was last cleaned.




Figure 2-49 Devices of Logger Window

2. Click the Show Device Info button.

The Device Information window appears displaying information about the selected archiving device.

Figure 2-50 Device Information Window

Printing Archiving Device Status Reports

You can print a report containing information about the archiving devices in a Logger. Information displayed in the report includes the current operation and type of archiving media loaded in each archiving device.

To print an archiving device status report:

1. In the NICE Backup window Tools menu, choose Device Status Report.




The Devices Report window appears displaying the following:

Figure 2-51 Devices Report Window

2. Click the Print button at the bottom of the window.

The report is printed to the configured printer.

• Logger Name Connected Logger number(s).

• Device Configured archiving device number(s).

• Type Type of archiving media loaded in each device.

• Operation Operation assigned to each archiving device.

• Status Current status of each archiving device.

• Error An archiving device error occurred.


Chapter 3: Managing NiceCLS Servers


89

3

Managing NiceCLS Servers

NiceCLS Servers are defined and set up in the NICE Administrator application. Once you define a NiceCLS Server, authorized users can access the NiceCLS Server’s information and services, using all the applications.

Defining and setting up NiceCLS Servers involves specifying Server details such as name, network address and protocol, and data column privileges.

Contents

Adding a New NiceCLS Server......................................................................................90

Managing NiceCLS Mapping Tables .............................................................................94

Managing System Lists for NICE Administrator..........................................................99

Managing Data Lists for NICE Forms Designer ........................................................102

Modifying a NiceCLS Server Definition ......................................................................104

Deleting a NiceCLS Server Definition.........................................................................104

NOTE: In a NiceLog system in which no NiceCLS Server is installed, the procedures in this chapter are not performed.

90 Chapter 3: Managing NiceCLS Servers


Adding a New NiceCLS Server

Adding a New NiceCLS Server When you start the NICE Administrator application for the first time, you must define the NiceCLS Servers in your system.

To add a new NiceCLS Server to the system:

1. In the toolbar of the NICE Administrator window, click New, and choose NiceCLS Server.

New CLS Server appears in the Resource List under Site, Servers, CLS. The General tab of the Server definition appears in the Resource Definition area.

Figure 3-1 NICE Administrator Window - CLS Server Definition General Tab

2. In the General tab of the NiceCLS Server definition, enter the information as follows:

NOTE: The NiceCLS Server you are defining must be active and accessible on the network to enable you to save the Server definition.

Name Type the name of the Server. The server name can be up to 20 characters.

NOTE: After you type a value for Name, and move to the next field, the Administrator application attempts to connect to the database to extract its data columns. These columns then appear in the Columns tab.

Network Type TCP/IP is selected by default.

Network Address Enter the network address of the Server.




The Capabilities section of the General tab contains the following information obtained by the system:

• Server ID

• Number of Loggers

• Version

• Number of channels

• Database

• Switch

3. Click Save in the toolbar to save the NiceCLS Server definition.

The definition is saved, and the relevant Database and Switch information appears in the General tab.

4. Click the Columns tab.

The Columns tab appears.

NOTE: After you enter a value for Network Address or Network Type, and move to the next field, the NICE Administrator application attempts to connect to the database to extract its system configuration parameters. These parameters will appear in the Capabilities section.

Remote Database Select this option if your system includes NiceCLS Clustering (redundancy). If you select this option, enter the information in this section as follows:

Secondary Mark this box.

Network Type Network type of the Secondary NiceCLS Server in the cluster. TCP/IP is selected by default.

Network Address Enter the network address of the Secondary NiceCLS Server in the cluster.




Figure 3-2 NICE Administrator Window - New NiceCLS Server Columns Tab

5. The first column on the left of the table is a list of all the data columns to which you can assign access privileges. For each line in the table, mark the privileges you want to assign for the data column, by clicking the checkbox under View, Query, or Edit.

6. After you finish assigning NiceCLS Server privilege settings, click the Loggers tab to specify which Loggers are connected to this NiceCLS Server.

The Loggers tab appears in the Resource Definition area.

Figure 3-3 NICE Administrator Window -Loggers Tab

NOTE: Some View, Query, and Edit checkboxes may be disabled, due to global site privilege settings. (You cannot mark disabled boxes.) Global site settings are explained in Setting Up Site Name and Access Privileges on page 24.




7. Move the Loggers that will work with the NiceCLS Server from the Available Loggers list to the Members Loggers list.

8. Click Save.

The NiceCLS Server definition is saved.

The Mapping Tables tab enables creation and management of mapping tables in the NiceCLS Server’s call database, as described in the next section.

Adding Multiple NiceCLS Servers

You can connect more than one NiceCLS server to your site. Each NiceCLS server is connected following the instructions in Adding a New NiceCLS Server on page 90. When connecting an agent to a NiceCLS server, each agent can only be connected to a single server. Users who receive privileges to access all users, can query and monitor all the users on all the NiceCLS servers connected to the site.

NOTE: The Loggers appearing in the Available Loggers list are all previously defined in the site.



Managing NiceCLS Mapping Tables

Managing NiceCLS Mapping TablesThis section explains what NiceCLS Mapping Tables are, and how they are used in the NiceLog system.

The following topics are covered in this section:

• What are Mapping Tables?

• Mapping Table Examples

• Changing a Mapping Table Entry Value

What are Mapping Tables?

Mapping Tables enable each call logged in the Call Database to be found and identified by additional call data fields not reported by your site’s telephone switch, but used by your organization to aid in locating call audio.

NiceCLS Mapping Tables are set up within the NiceCLS Server when it is installed in your site.

A Mapping Table is typically set up to map one call data field reported by the telephone switch (such as, Agent ID, Station, Extension) to one or two customized call data fields not reported by the telephone switch (such as, Agent Name, Department). The call data field reported by the telephone switch is referred to as the “map-from” field. The call data fields not reported by the telephone switch are referred to as the “map-to” fields.

Mapping Tables are defined using the NiceCLS Server Database Setup utility. Once a Mapping Table is defined, it can be managed using NICE Administrator.

In NICE Administrator, for the map-from field of each mapping entry, you must specify a unique data value (reported by your site’s telephone switch).

NiceCLS Mapping Tables make searching for calls easier by providing more information for users to include in a query’s search criteria. The mapping tables are required if you want to perform the following options using the NICE Query application:

• Specify additional call data fields (that are not reported by your site’s telephone switch) as search criteria in a query.

• Display additional call data fields (that are not reported by your site’s telephone switch) as columns in the call list of the NICE Query window.

NOTE: Additional mapping tables can be added to the NiceCLS Server after installation by your NiceLog Customer Support provider.

NOTE: If your site has more than one telephone switch for which one NiceCLS Server logs calls, each Mapping Table requires an additional map-from field, named Unit. This field is required as a map-from field to identify the switch that handled the call. You must specify a unique combination of data for the two map-from fields for each mapping entry in the Mapping Table. For more information, see Telephone Book Mapping Table on page 95.




In the Edit Query window of the NICE Query application, you can easily search for calls by specifying any call data field maintained in a NiceCLS Mapping Table (such as, Agent Name, Department).

The call data fields that are maintained in NiceCLS Mapping Tables can also be displayed as columns in the call list of the NICE Query window.

For more information about the NICE Query application, see the NiceLog User’s Manual.

Mapping Table Examples

The following examples of Mapping Tables may be required in your organization:

• Telephone Book Mapping Table, which maps each extension to an agent name and department name.

• Agent Name Mapping Table, which maps each agent ID to an agent name and department name.

• Customer Name Mapping Table, which maps each telephone number to a customer name.

Each example is described in the sections below.

Telephone Book Mapping Table

The Telephone Book Mapping Table is used at sites in which the telephone switch reports the telephone extension of the person that handles each call, but does not report the person’s name or department.

The Telephone Book Mapping Table maps the telephone extension of each employee in the organization to the employee’s name and department name. Each mapping entry contains a unique value (reported by the telephone switch) for the Station map-from field.

For example, station 3701 is mapped to agent name Barnfield John, and to the Marketing department.

NOTE: You cannot define recording programs (for Selective Recording) with conditions based on map-to fields. Also, map-to fields are not available in the NICE Monitor application.

Map-From Map-To

Station Agent Name Department

3701 Barnfield John Marketing

3702 Byrnes Jay Marketing

3745 Canfield Celia Telebanking




If a site has more than one telephone switch on one NiceCLS Server, the Mapping Table also includes the Unit field as a map-from field.

The Telephone Book Mapping Table enables each call to be identified by the name of the agent and department that handled the call, thus making it possible to:

• Search for calls by employee name or department name (in addition to the extension).

• Display employee name and department name as columns in the call list of the NICE Query window.

Agent Name Mapping Table

The Agent Name Mapping Table is used at sites with specialized telephone switches which report the ID of the agent that handles each call, but do not report the agent’s name or department.

The Agent Name Mapping Table maps the ID of each agent in your organization to the agent’s name and department name. Each mapping entry contains a unique value (reported by the telephone switch) for the Agent ID map-from field.

For example, agent ID 201 is mapped to agent name Byrnes Jay, and to the Marketing department.

The Agent Name Mapping Table enables each call to be identified by the name of the agent and department that handled the call, thus making it possible to:

• Search for calls by agent name or department name (in addition to agent ID).

Map-From Map-To

Unit Station Agent Name Department

SW1 3701 Barnfield John Marketing

SW1 3702 Byrnes Jay Marketing

SW1 3703 Canfield Celia Marketing

SW2 3701 Cox Laura Sales

NOTE: The telephone switch can be an ACD for call centers, a turret system for trading rooms, or another type of switch that supports free seating. With free seating, a telephone extension is used by different agents who are each identified by a unique agent ID (often called an Agent Login).

Map-From Map-To

Agent ID Agent Name Department

200 Barnfield John Marketing

201 Byrnes Jay Marketing

202 Canfield Celia Telebanking




• Display the agent’s name and department name as columns in the call list in the NICE Query window.

Customer Name Mapping Table

The Customer Name Mapping Table is used by sites in which the telephone switch reports the dialed number for outgoing calls, and/or the caller ID or ANI for incoming calls.

The Customer Name Mapping Table maps the telephone number(s) of a customer to the name of the customer. Each mapping entry contains a unique value (reported by the telephone switch) for the Phone Number map-from field.

For example, Phone Numbers 6453800 and 6453810 can both be mapped to Customer Name “National Bank”.

The Customer Name Mapping Table enables each call to be identified by the name of a customer, thus making it possible to:

• Search for outgoing calls made to a specific customer, and/or incoming calls received from a specific customer.

• Display the customer’s name as a column in the call list, in the NICE Query window.

Changing a Mapping Table Entry Value

You can change Mapping Table entry values in the NICE Administrator application. The modified Mapping Tables enable each call logged in the Call Database to be identified by the updated call data fields. The new definitions can be used from this time on by NiceCLS users for queries. Previously logged calls are not affected by the change.

Before you edit a unique value in a mapping entry, you should first consider whether users need to continue to look up and select this value as search criteria in a query.

Map-From Map-To

Phone Number Customer Name

6453800 National Bank

6453810 National Bank

5246300 Center Trading

EXAMPLE:If an employee marries and changes her name, you may need to continue to look up her maiden name in a query’s search criteria to search for calls she handled prior to her name change. If so, it is recommended that you do not edit the mapping entry value. Instead, you can delete the mapping entry, and then add a new mapping entry with the desired value.




To change the value of a Mapping Table entry:

1. In the NICE Administrator window Resource List, expand the NiceCLS folder.

2. Select the NiceCLS Server that operates with the Mapping Table you want to modify.

3. In the Resource Definition area, click the Mapping Tables tab.

Figure 3-4 NICE Administrator Window - Mapping Tables Tab

4. In the Table field, click the drop-down list and select the table that contains the values you want to change.

The table you selected is displayed below the Table field.

5. The following additional changes can be performed:

6. When you finish changing entry values, click Save in the Toolbar.

The changes you made are saved.

Add Click this button to add a new line to the table. After the line is added, you can specify the values for the entry columns by clicking in the column and typing the value.

Delete Click this button to delete the selected line from the table.

Revert Click this button to restore the previous entry value.

NOTE: The Revert operation is available only before Save is clicked.



Managing System Lists for NICE Administrator

Managing System Lists for NICE AdministratorIn the NICE Administrator application, you can use the List Manager to define items for system lists, which provide additional details about calls. System lists are used in the Details tab of the Administrator window, see Figure 4-3 on page 115.

System lists can be used in the NICE Query application to locate a call. For example, you can define list items for a department list. NiceLog users can then find calls using the NICE Query application by specifying the department of a telephone agent. For more information about the NICE Query application, see the NiceLog User’s Manual.

To add/edit system lists:

1. In the NICE Administrator window, in the System menu, choose Edit System Lists.

The Edit System Lists window appears.

Figure 3-5 Edit System Lists Window

2. To edit an existing list, select the list and click Open.

The List Items window for the list appears. See Figure 3-6 on page 100 and proceed with Step 3.

-or-To create a new list:

a. Click Add.

The List Name area is enabled.

b. Type the name of the new list and click Submit.

TIP: To easily find a data list, its name should reflect its contents.

List Name area




The List Items window for the list appears.

Figure 3-6 List Items Window

3. For each new list item:

a. Click Add.

The List Item field appears at the bottom of the window.

Figure 3-7 List Item field

b. In the List Item field, type an item, for example, Supervisor.

c. Click Submit. The item is displayed in the List Item area.

List nameappearshere




Figure 3-8 List Items for <List Name> Window - List Item defined

4. To edit or remove an item, select it from the list and click Edit or Delete.

5. When you have finished adding items to the list, click Save and then Close to save the list and exit the window.

NOTE: Items appear in the drop-down lists in the order they appear in the List Items window. You can change the order of the list by selecting an item and clicking either Move Up or Move Down.



Managing Data Lists for NICE Forms Designer

Managing Data Lists for NICE Forms DesignerA data list can contain any type of data that you want to link to an object on a form. For example, lists of call types, the number of days that a customer is late on a payment, and months of the year.

The following form objects can be linked to data lists:

• Bound Combo Box

• Bound List Box

• Coaching Points

Each of the above objects can have only one list linked to it.

To add/edit a data list:

1. In the NICE Administrator window, in the System menu, choose Edit Lists.

The Edit Data Lists window appears.

Figure 3-9 Edit Data Lists Window

2. To edit an exiting list, select the list and click Open.

The List Items window for the list appears. See Figure 3-10 on page 103 and proceed with Step 3.

-or-To create a new list,

a. Click Add.

The List Name area is enabled.

List Name area



Managing Data Lists for NICE Forms Designer

b. Type the name of the new list, for example, Section. Then click Submit.

The List Items window for the list appears.

Figure 3-10 List Items Window

3. For each new list item:

a. Click Add.

The List Item field appears at the bottom of the window.

Figure 3-11 Add List Items

b. In the List Item field, type an item from the list, for example, Item 1.

c. Click Submit. The item is displayed in the List Item area.

4. To edit or remove an item, select it from the list and click Edit or Delete.

5. Click Save and then Close.

TIP: To easily find a data list, its name should reflect its contents.

NOTE: Items appear in the form lists in the order they appear in the List Items window. You can change the order of the list by selecting an item and clicking either Move Up or Move Down.

List nameappearshere



Modifying a NiceCLS Server Definition

Modifying a NiceCLS Server DefinitionAfter a NiceCLS Server is defined in the system, you can modify its definition whenever necessary.

To modify the definition of a NiceCLS Server:

1. In the NICE Administrator window Resource List, expand the Site, Servers, and NiceCLS folders.

A list of defined NiceCLS Servers appears under NiceCLS.

2. Choose the Server whose definition you want to modify.

The definition of the NiceCLS Server you selected appears in the Resource Definition area.

3. Modify the definition as desired. For more information about NiceCLS Server parameters, see Adding a New NiceCLS Server on page 90.

Deleting a NiceCLS Server DefinitionNiceCLS Server definitions can be deleted in the NICE Administrator application. After you delete a NiceCLS Server definition, no user can access that NiceCLS Server.

To delete a NiceCLS Server definition:

1. In the NICE Administrator window Resource List, expand the Site, Servers, and NiceCLS folders.

A list of defined NiceCLS Servers appears under NiceCLS.

2. Choose the Server that you want to delete, and click Delete in the toolbar.

Following confirmation, the NiceCLS Server definition is deleted from the NICE Administrator.

NOTE: You cannot delete a NiceCLS Server definition if agents are assigned to work with that Server. For more information about Agent definitions, see Managing Users and User Groups on page 105.

Chapter 4: Managing Users and User Groups


105

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Managing Users and User Groups

This chapter explains how users and user groups are defined and managed by the System Administrator using NICE Administrator.

The Administrator application enables the System Administrator to define all users in the system and assign access privileges to each user for the NiceCLS database and applications.

Contents

Overview........................................................................................................................106About Users, Agents, and Groups............................................................................106About Privileges .......................................................................................................108Helpful Hints ............................................................................................................. 110

Adding Users ................................................................................................................ 111Defining a User as an Agent .................................................................................... 113Adding Personal Details to a User Definition ........................................................... 115Assigning User Privileges ........................................................................................ 116Assigning NiceCLS User Privileges .........................................................................120Modifying User Definitions .......................................................................................122Deleting User Definitions..........................................................................................122

Adding User Groups.....................................................................................................123Assigning Privileges to a Group ...............................................................................124Modifying User Group Definitions ............................................................................127Deleting User Group Definitions...............................................................................128

Managing User Profiles................................................................................................129

Filtering the Users Lists...............................................................................................133

Filtering the User Groups List .....................................................................................136

Setting Up User Information Files...............................................................................138

106 Chapter 4: Managing Users and User Groups


Overview

OverviewWhen the NiceLog system is installed, the only user defined is the initial Administrator. This first user has complete access privileges to the entire Administration system. You use this first user to log into NICE Administrator and define all other users in the system. Each user in the system must be given access privileges for the resources they will use (loggers, servers, applications, etc.).

About Users, Agents, and Groups

This section provides background information about the different types of users you will be creating.

Users

A user is anyone defined in the NiceLog system. Some users have access both to the NiceLog applications and to other users. Other users are defined in the NiceLog system only to be recorded and monitored and do not have any access to other users or NiceLog information. Users whose calls (incoming and/or outgoing) are recorded or monitored must be defined in the NiceLog system as agents. Agents do not need access to NiceLog applications.

Users who are to monitor calls and otherwise use the NiceLog applications to control the NiceLog system, must be given privileges to access the users and resources (applications and servers) they require.

When defining users the following applies:

• Users who are defined as agents have automatic access to their own calls. (However, they still require permission to access the required applications and servers.)

• Users who are not defined as agents do not receive automatic access to any other users or to agents’s calls.

• Users can gain access to other users/agents in the following manner:

• Users who are group leaders (such as supervisors and project managers) are defined as group members and have access to all other members of the same group and to all users and agents defined as resources of the group.

• Users given special ‘Access All User’ privileges, can access all users and agents connected to the site. This special privilege should be reserved for top personnel and given with caution. (See Assigning User Privileges on page 116.)

NOTE: To have access to an agent’s calls, you must have access privileges to both the agent and to the NiceCLS Server on which they are defined.



Overview

Agents

An agent is any user whose calls (incoming and/or outgoing) are recorded. Any user can be defined as an agent. Agents must be defined on a NiceCLS Server. Agents are automatically given access to their own calls. A user who is not defined as an agent, does not receive automatic access to any other user’s calls. Agents require separate access to applications and servers.

When a call is recorded, the system identifies the agent making or receiving the call by one of the following three methods:

• Free seating - Allows the agent to log into NiceLog from any telephone extension. In this case, a unique agent ID is required, in addition to the agent’s login ID to identify the agent logged in. The agent must login using the special NiceCLS Login window in order to be recorded.

• Fixed seating - The agent must always log into NiceLog from the same telephone extension. In this case, the agent’s unique telephone extension number is used to identify the agent.

• Free seating by Agent Username -The agent can log into NiceLog from any extension and is identified by the Windows login ID used. In this case, a unique Windows login ID must be used.

Group Leaders

Group Leaders in the system have access to other users and to agent’s calls. These access rights are granted by creating a group of all the involved users and assigning one or more group leaders (known in the system as group members). All the group members of a group automatically receive the same access rights. (Access to each other and to all users, servers, and channels added to the group.)

NOTE: Agents do not exist in a Loggers-only environment as there is no NiceCLS Server. In a Loggers-only environment, calls can only be recorded and identified by channel.

EXAMPLE:Agent Alex is an employee whose calls are being monitored, agent Alex must be a user defined as an agent. Agent Alex does not need to have access privileges to any resources in the system. If supervisor Sam, as agent Alex’s supervisor, is monitoring agent Alex’s calls, supervisor Sam needs to have access privileges to agent Alex and to the NiceCLS Server on which agent Alex is defined. This is done by creating a group where supervisor Sam is added as a group member and agent Alex, and the NiceCLS Server on which he is defined, are added as resources on the Privileges tab. Supervisor Sam does not need to be defined as an agent. If supervisor Sam’s calls are also to be recorded, then supervisor Sam needs to be defined as an agent as well.

NOTE: A system is defined as being either Free seating or Fixed seating. One of these two ID’s is required. Free seating by Agent Username is an additional, optional method of identification.



Overview

User Groups or Groups

You can create user groups in order to allow supervisors or project managers access to a group of users. All supervisors or project managers for a group are referred to in the system as group members. The group members are the group’s leaders and inherit the privileges assigned to the group and have access to all users in the group. The users that are managed by the group members are added to the group as resources on the privileges tab. The users who are resources in a group do not inherit any privileges assigned to the group.

About Privileges

Privileges can be assigned at site level, group level, or to individual users. Your site, groups, and users are structured hierarchically.

Assign privileges using the following guidelines:

• Site level: Privileges assigned at site level are inherited by all users and cannot be removed.

To assign privileges at site level, refer to Assigning Site Access Privileges on page 24.

• User level: Privileges assigned to an individual user are directly received by only that user and can be removed at any time.

To assign privileges to an individual user, refer to Assigning User Privileges on page 116.

• Group level: Privileges assigned to a group are inherited by all of the group’s members. They cannot be removed from individual users. They can only be removed at group level. Users who are members of more than one group, inherit the privileges assigned to both groups. Privileges assigned at group level are not inherited by users who are part of the group’s resources.

To assign privileges at group level, refer to Assigning Privileges to a Group on page 124.

Privileges are inherited as follows:

• Group members inherit all privileges that were assigned to their group and to the site.

• Users inherit all privileges that were assigned to the site and to any groups in which they are members.

Inherited privileges cannot be removed.

IMPORTANTThe higher the level at which you assign privileges, the more users that will have them, so do so with caution.

NOTE: • You cannot assign privileges that you do not have. This includes using a Profile

which has privileges that you do not.

• Assigning privileges to a user does not automatically define the user as an agent or give the user automatic access to other users. To define a user as an agent see Defining a User as an Agent on page 113. To give a user access to other users, the user must be made a group member, see Adding User Groups on page 123.



Overview

What are Profiles and How Can I Use Them?

A Profile is a set of privileges which you can save and use when assigning privileges to users. Privileges can be assigned with or without using profiles.

Profiles are a ‘starting point’, or template, for assigning privileges. When you use a profile to assign privileges, the privileges currently in the profile are copied to the user, not the profile itself. There is no permanent connection between the profile and the user. Changing the profile will not affect users who were previously assigned privileges from that profile. This is true even if the system is restarted or the user logs in again.

The advantage of using profiles is that you can create a profile which includes the basic privileges needed for each job position and then customize them for each user as needed.

Your system comes with some predefined profiles, which you can modify. You can also add as many profiles as you need. For instructions, see Managing User Profiles on page 129.

Guidelines for using the Profiles are provide in Assigning User Privileges on page 116.

What is the Same as User option?

Same as User is an option available when assigning privileges directly to a user. This option appears as a button on the Privileges tab of the user definition.

Use the Same as User option when you want to give a user the identical set of privileges that an existing user has.

If the user you select to copy from is a group member in a group, the new user will be placed in the same group, as a group member, and thus inherit the same privileges.

Guidelines for using the Same as User option are provide in Assigning User Privileges on page 116.

NOTE: To apply changes made to a profile to a user, you must reassign the profile to the user. However, all of the user’s privileges will be automatically cleared when the ‘new’ profile is applied. This results in the user losing any additional privileges acquired since the profile was last applied.

EXAMPLE:All contact center supervisors need the same privileges, however, one supervisor needs an additional privilege to use the Lists Editor application. You can use the same Profile for all these supervisors and then add the privilege for Lists Editor to the supervisor who needs it. Likewise, you can remove a privilege from an individual user who started with a general profile.

EXAMPLE:Supervisor Sally is a group manager in the Accounts group. She will be on an extended vacation leave for one month. Sean will be covering for her. Open Sean’s user definition and use the Same as User button on Sean’s Privileges tab to select Supervisor Sally. Sean will be added as a group member to the Accounts group and will receive all the same privileges that Supervisor Sally had.



Overview

Helpful Hints

The following table gives examples of some common situations, focusing on the specific accesses that must be granted/denied to achieve a certain goal. This table does not give full instructions for creating a user, it only provides some extra controls.

To... Do the following...

Allow 2-way access between 2 or more users and/or agents

Make them members of the same group

Give one-way access from a user to other users/agents

Make the first user a group member and the other users/agents resources in the same group

Give a group of users identical privileges but not access to each other

Create the first user with the appropriate set of privileges and use the ‘Same as User’ option when creating the remaining users, or, create a new profile with the appropriate set of privileges

Restrict a single user’s access to specific CLS information

Add the NiceCLS Server to the user’s resource list and then remove access to the individual columns

Restrict the range of CLS access Use the Filter Editor when assigning CLS privileges at user level

Block an entire group from accessing a resource

Remove it from the group resource list

Give a user access to all users and agents connected to the site

Mark ‘Access all Users’ (see Assigning a User Access to All Users on page 118)



Adding Users

Adding Users

To add a new user to the system:

1. Click New in the toolbar of the NICE Administrator window, and choose User.

New User appears in the Resource List under Site, Users-Groups, Users, and the General tab selected.

Figure 4-1 NICE Administrator Window, User Definition, General Tab

2. Fill in the information as follows:

TIP: If the New button is not activated, click anywhere in the Users-Groups branch of the Resource List. The face of the New button varies according to the resource last created.

NOTE: The appearance of the Windows Username field depends upon your NiceCLS configuration.

First name, Last name (required)

Enter the first name and last name of the new user in the appropriate fields.

Middle name Enter an optional middle name for the new user.

Login name (required)

Enter a unique name that the user will use to log into NICE applications.

Email address If relevant, enter the email address of the user.

Password, Confirm password (required)

Enter the password that the user will use to log into NICE applications, and confirm the password by typing it again in the Confirm Password field.



Adding Users

3. Click Save.

The user definition is saved with the following privileges:

• Privileges assigned at site level are automatically inherited (see Assigning Site Access Privileges on page 24).

• If the user is added to a group, at group member level, the group’s privileges are additionally inherited (see Adding User Groups on page 123).

You can continue defining the user you just created in the system with any of the following:

• Define the user as an agent. Continue with Defining a User as an Agent on page 113.

• Add personal information. Continue with Adding Personal Details to a User Definition on page 115.

• Customize a user’s privileges. Continue with Assigning User Privileges on page 116.

• Give the user access to the NiceCLS database. Continue with Assigning NiceCLS User Privileges on page 120.

NOTE: • The password entered cannot be identical to the User’s first name, last name,

login name, or extension.

• When the Strict Password Checking option is enabled (see Defining Password Parameters on page 28), the following password requirements are in effect:

• The password cannot include leading or trailing blanks.

• The password cannot have more than two identical consecutive characters.

• The password cannot contain only digits or only letters.

User must change password at next login

Requires the user to change passwords the next time the user logs into any NICE application.

User cannot change password

Prohibits the user from changing the password you assign.

Account disabled Prohibits the user from accessing NICE applications.

Account locked out This option is automatically selected if the user violated access privileges. For example, if the user tries to log in with an incorrect password more than the allowed number of times.

Maximum Password Age

Select Password never expires if you do not want to change the user’s password periodically.

Select Expires in __ days if you want the user’s password to expire at the end of the period you specify.



Adding Users

Defining a User as an Agent

Any user whose calls (incoming and/or outgoing) or screen activity is to be recorded or monitored in the system must be defined as an agent. Being defined as an agent does not affect a user’s other abilities within the system. Users who are also group leaders, supervisors, installers, and administrators can also be defined as agents.

To define the user as an agent:

1. In the NICE Administrator window, select a user and click the General tab.

The General tab appears.

Figure 4-2 NICE Administrator Window, User Definition, General Tab

2. Fill in the information as follows:

IMPORTANTBefore creating an Agent, the Agent must be added as a User in your NiceLog system. To add a User, see Adding Users on page 111.

Make user an agent (required)

Select this box.

CLS Server (required)

Click the drop-down list and select the NiceCLS Server handling this agent’s switch reports.

Switch ID (required)

Enter the identification number of the switch (PABX) connected to the NiceCLS Server assigned to that user. This number is determined when installing the NiceCLS Server handling the agent’s switch, and uniquely identifies the switch in the system.



Adding Users

3. Click Save.

This user is now defined as an agent and can be recorded and monitored in the system.

Agent ID (required)

If your system supports a Free Seating environment, enter the user’s agent Login identification number.

Extension (required)

If your system supports a Fixed Seating environment, enter the user’s telephone extension number.

Windows Username

If using Free Seating by Agent Username, enter the User’s Windows login ID. The name entered must be unique in the system.

NOTE: The appearance of the Windows Username field depends upon your NiceCLS configuration.



Adding Users

Adding Personal Details to a User Definition

Once you create a user, you can add personal details to the user definition. This information is used for reporting and statistics purposes.

To add personal information:

1. In the NICE Administrator window, select a user and click the Details tab.

The Details tab appears.

Figure 4-3 NICE Administrator Window - User Definition Details Tab

2. Enter the required information for the user in the fields provided.

3. Click Save.

NOTE: To change the drop-down lists, use the List Editor, as described in Managing System Lists for NICE Administrator on page 99.



Adding Users

Assigning User Privileges

All users inherit the privileges assigned to the site. A user who has been added to a group as a group member (not as a resource), inherits the privileges assigned to that group. Inherited privileges cannot be removed. In the Resource Definition Area of the Privileges tab, they appear as marked and grayed out. You can add to these privileges as described below.

A complete list of all privileges and suggestions for assigning them, can be found in User Privileges on page 185.

For more information, refer to About Privileges on page 108.

Guidelines for using Profiles and the Same as User options

You can manually choose which privileges to assign to a user or use the Profiles or Same as User options. The Profiles and Same as User options allow you to copy a set of privileges Use the following guidelines:

• You can choose only one profile or user to copy privileges from.

• When you copy privileges from a profile or from a user, all previous privileges that the user had are cleared.

• After copying privileges from a profile or user, you can add additional privileges to the user.

• When using a profile, the privileges in the profile are copied to the user. Any changes made to the profile after it is copied to the user, do not affect the user.

• After a set of privileges are copied from a profile, you can manually remove from the user any privileges that are needed by that user.

• If the user you select to copy from is a group member in a group, the new user will be placed in the same group, as a group member, and thus inherit the same privileges.

• When using Same as User, privileges are copied from one user to the other. Any changes made to the first user after the privileges are copied, do not affect the new user.

• You can only select a profile or user to copy from if you have all of the profile’s or user’s privileges.

For more information, refer to:

• What are Profiles and How Can I Use Them? on page 109

• What is the Same as User option? on page 109

To assign user privileges:

1. In the NICE Administrator window, select Site, Users-Groups, Users, and then select a user. Click the Privileges tab.

NOTE: You can only assign privileges that have been assigned to you. You cannot assign privileges that you do not have.



Adding Users


Figure 4-4 NICE Administrator Window - User Definition, Privileges Tab

2. (Optional) To assign the privileges from a predefined profile, in the Profile field, select a profile. See Guidelines for using Profiles and the Same as User options on page 116.

3. (Optional) To copy the privileges from a different user, click Same As User and select a user from the list. See Guidelines for using Profiles and the Same as User options on page 116.

4. To add servers or channels to the Resource List, click Add and select a resource type.

The Add Resource window appears.

Figure 4-5 Example of an Add Resource Window

Resource List Resource Definition Area



Adding Users

5. Select the servers/channels to which you want to assign user privileges, and click OK. The servers/channels are added to the user’s resource list. You must continue and assign the user access privileges to them following the instructions in the next steps.

6. In the Resource List (refer to Figure 4-4 on page 117), select a resource.

A list of available items for the resource you selected appears in the Resource Definition area.

7. Mark/unmark the items to which you want the user to be granted/denied access.

8. In the toolbar, click Save to save the user definition.

Assigning a User Access to All Users

In the NICE Query and NICE Monitor applications, the Access All Users privilege allows the user to access all Agents on the selected NiceCLS Server and, in the case of Multiple NiceCLS Servers, on all other NiceCLS Servers connected to the site for the purpose of monitoring and playing back their calls.

To allow the user access to all users:

1. In the NICE Administrator window, select a user from the Resource list, select the Privileges tab, and click Applications and then Other Privileges.

The Other Privileges options appear.

NOTE: • Agents must have access privileges to the NiceCLS Server that they are defined

on and to the relevant columns. (See Assigning NiceCLS User Privileges on page 120.)

• Users who have access to other users or agents, must have access privileges to the the NiceCLS Server that the user or agent is defined on and to the relevant columns. (This access is usually given at group level where access to the user/agent is given.)

NOTE: Items that are grayed out indicate that access was granted at either group or site level and cannot be removed.

TIP: To mark all the items in the Resource Definition area, click Select All.

NOTE: This is a very high level privilege and should be assigned with caution.



Adding Users

Figure 4-6 NICE Administrator Window, User Definition, Other Privileges

Select the Access all users option to allow the user access to all users and agents on all NiceCLS Servers connected to this site.

2. In the toolbar, click Save to save the user definition.



Adding Users

Assigning NiceCLS User Privileges

A user receives access to a NiceCLS Server when it is added to his resource list. A user who has access to a NiceCLS Server, must still be given privileges to each data item (column) individually. Privileges are given by using the Columns tab of the CLS privileges.

To add CLS column privileges:

1. In the Resource List of the User definition, click Servers, CLS, and select the NiceCLS Sever for which you want to assign privileges.

Figure 4-7 NICE Administrator, CLS Columns tab

2. Check/clear the appropriate boxes for each item as follows:

• View - allows the user to view the data

• Query - allows the user to run a query using this field as a parameter in the Query application

• Edit - allows the user to edit this data (this option can only be given to user defined fields and not to information received from the switch)

3. To apply a filter which limits CLS column access to a specific range, click the filter button at the end of a row.

The Filter Editor window appears.

NOTE: Before privileges can be given to any NiceCLS data columns, the columns must be made accessible. Access privileges for data columns are assigned in the NiceCLS definition or at Site level.



Adding Users

Figure 4-8 NICE Administrator - CLS Filter Editor

4. Specify a range of values and click OK.

The filter is applied for the selected column.

Figure 4-9 NICE Administrator - CLS Columns tab - filtered columns

5. Click Save.

The user definition is saved.



Adding Users

Modifying User Definitions

An existing user’s definition can be modified as needed. In order to have permission to do this, the Modify User checkbox for the Administrator application (Privileges tab) must be marked in your user definition.

To modify a user’s definition:

1. In the Resource List, click Site, Users-Groups, Users, and select the user definition you want to modify.

The definition of the user you selected appears in the Resource Definition area.

2. Modify the user’s definition and click OK. For more information about user definitions, see Managing User Profiles on page 129.

Deleting User Definitions

You can delete user definitions from the system whenever necessary. Deleted users do not appear in user definition lists generated in the NICE applications (such as NICE Query).

To delete a user definition:

1. In the Resource List, click Users-Groups, Users, and select the definition of the user you want to delete.

The definition of the user you selected appears in the Resource Definition area.

2. Click Delete in the toolbar. Following confirmation, the selected user definition is deleted.

IMPORTANTChanges made to a user definition do not take effect until the next time the user logs into the system.

NOTE: You can make changes to all the information on all the user’s General and Details tabs. On the Privileges tab, you are restricted to assigning only those privileges that you have been assigned.

TIP: To shorten the list of Users and make locating a User simpler, see Filtering the Users Lists on page 133.

IMPORTANTA user who is deleted from the system while logged in, will remain active and able to use the system until logging off.

TIP: To shorten the Users list and simplify User search, see Filtering the Users Lists on page 133.



Adding User Groups

Adding User Groups You can create user groups in order to allow group leaders, such as supervisors or project managers access to a group of users. All supervisors or project managers for a group are referred to in the system as Group Members. All group members inherit the privileges assigned to the group and have access to all users in the group. The users in a group do not inherit any privileges assigned to the group. Users are added to the group as resources on the Privileges tab.

For a complete explanation of User Groups and access privileges, see Overview on page 106.

To add a new user group to the system:

1. Click New in the toolbar of the NICE Administrator window, and choose Users Group.

New Users Groups appears in the Resource List under Site, Users-Groups, Groups, and the Members tab is selected.

EXAMPLE:Bob and Jane are joint department heads. Tim, Sue, Anne, and Mary work in their department. Create a group where Bob and Jane are group members (added on the Members tab). Add Tim, Sue, Anne, and Mary by using the Add Resources window on the Privileges tab. This gives Bob and Jane access to each other and to all the others. Tim, Sue, Anne, and Mary do not gain any privileges from this relationship.

NOTE: The only privileges that you can assign to other users, are the privileges that you have been given by a higher Administrator.

TIP: If the New button is not activated, click anywhere in the Users-Groups branch of the Resource List.The face of the New button varies according to the resource last created.



Adding User Groups

Figure 4-10 NICE Administrator Window - User Group Definition Members Tab

2. In the Name field, type a name for the group.

3. Move users from the Users List, to the Group Members List.

Group members have 2-way access to all the other group members and one-way access to all users who are resources in the Privileges tab.

4. Click Save.

The group definition is saved. Privileges assigned to the group are inherited by all group members.

To add additional privileges to all group members, continue with Assigning Privileges to a Group on page 124.

Assigning Privileges to a Group

All group members inherit the privileges assigned to the group including access to other users. Inherited privileges cannot be removed from individual users.

TIP: To shorten the Users list and simplify User search, see Filtering the Users Lists on page 133.

Users List Group Members List

NOTE: On the Privileges tab, you can add any users who are defined in the system. You are restricted to adding only those Servers and Channels for which you have access.



Adding User Groups

To assign group privileges:

1. In the NICE Administrator window, select Site, Users-Groups, Groups, and then select a group. Click the Privileges tab.


Figure 4-11 NICE Administrator Window - User Group Definition Privileges Tab

A complete list of all privileges and suggestions for assigning them, can be found in User Privileges on page 185.

2. To add users, servers, or channels to the Resource List, click Add and select a resource type.

The Add Resource window appears.



Adding User Groups

Figure 4-12 Example of an Add Resource Window

3. Select the users/servers/channels to which you want to assign group privileges, and click OK. The users/servers/channels are added to the group’s resource list. You must continue and assign the group access privileges to them following the instructions in the next steps.

4. In the Resource List (refer to Figure 4-12 on page 126), select the resource for which you want to assign the group privileges. All privileges will be given to all group members.

NOTE: • The users who are added to the group using the Add Resource window, do not

inherit any of the privileges of the group. Adding users here, gives those users who were added as Group Members on the Members tab access to them. This is a one-way relationship.

• The Filter and Show all buttons appear only when adding a User.

• You can add any Users who are defined in the system. You are restricted to adding only those Servers and Channels for which you have access. The displayed list will show only those Servers or Channels available to you.

• When adding users, you can shorten the Users list and simplify user search, see Filtering the Users Lists on page 133.

TIP: Access rights to an agent (user) does not guarantee that you can access the calls made by the agent. You must also have access to the NiceCLS Server on which the agent is defined and to the relevant columns. Access to NiceCLS Servers can be given at site or user level. See Assigning NiceCLS User Privileges on page 120.



Adding User Groups

A list of available items for the resource you selected appears in the Resource Definition area as follows:

5. Mark/unmark the items to which you want the user to be granted/denied access.

6. Click Save in the toolbar to save the user group definition.

Modifying User Group Definitions

An existing group’s definition can be modified as needed. In order to have permission to do this, the Modify User checkbox for the Administrator application (Privileges tab) must be marked in your user definition.

Users • Play - Permission to playback all of the user’s calls

• Record - Permission to record all user’s calls

Servers • Loggers

• Modify Deck Assignment

• Retrieve

Channels • Setup

• Record

• Play

• Enable recording

Applications For a complete list of application privileges and suggestions for assigning them, see User Privileges on page 185.

NOTE: • Items that are marked and grayed out indicate that access was granted at site

level and cannot be removed.

• Items that are grayed out and not marked, indicate that you do not have access to them and therefore cannot give access to them.

TIP: To mark all the items in the Resource Definition area, click Select All.

IMPORTANTChanges made to a user group definition do not take effect until the next time each of the users log into the system.

NOTE: You can add and remove members and users for the group. On the Privileges tab, you are restricted to assigning only those privileges that you have been assigned (with the exception of Play and Record for Users).



Adding User Groups

To modify a user group definition:

1. In the Resource List, click Users-Groups, and then Groups.

2. Select the group that you want to modify.

The definition of the group you selected appears in the Resource Definition area.

3. Modify the group’s definition and click OK. For more information about user groups, see Adding User Groups on page 123.

Deleting User Group Definitions

You can delete user groups from the system. When you delete a user group the members and resources are not deleted from the system.

To delete a user group definition:

1. In the Resource List, click Users-Groups, then Groups.

2. Select the group that you want to delete.

The definition of the group you selected appears in the Resource Definition area.

3. Click Delete.

Following confirmation, the selected group definition is deleted.

TIP: To shorten the Groups list and simplify Group search, see Filtering the User Groups List on page 136.

IMPORTANTWhen you delete a group, each group member who is currently logged in, retains their group privileges until the next time they log into the system.

NOTE: When you delete a user group, the group members lose all privileges received from the group and their access privileges revert to site defaults and any privileges received individually.

TIP: To shorten the Groups list and simplify Group search, see Filtering the User Groups List on page 136.



Managing User Profiles

Managing User ProfilesA User Profile allows you to create a set of privileges which you can save and copy when assigning privileges to users.

For an explanation of how profiles work, refer to About Privileges on page 108 and to What are Profiles and How Can I Use Them? on page 109.

Below are some samples of NICE Administrator preconfigured user profiles. The defaults may vary according to your site configuration. You can add as many new user profiles as needed.

• System Administrator

When NiceLog applications are installed, a single NiceLog System Administrator is automatically defined. This user is authorized to access all workstation applications. This user cannot be deleted and the privileges assigned to this user cannot be modified.

Additional group administrators can be defined who have the ability to define functions and positions for users that belong to their respective system administration group.

• Supervisor

Authorized to access all functions of the NICE Query application and the NICE Supervision application, but not the NiceLog System Administration application. A NiceLog Supervisor’s Logger and channel access can be limited by the NiceLog System Administrator.

• Technical Supervisor

Authorized to perform all setup and maintenance operations in the NICE Supervision application, but cannot monitor or play audio. A Technical Supervisor’s Logger and channel access can be limited by the NiceLog System Administrator.

• Playback User

Authorized only to use the NICE Query application to listen to recorded audio. A Playback user’s Logger and channel access can be limited by the NiceLog System Administrator.

• Custom User

Authorized to access any combination of NiceLog applications, except access to the NiceLog System Administration application.

• Agent

Authorized only to use the NICE Query and NICE Monitor applications to listen to their own recorded audio.

To open the Profile Editor:

• In the NICE Administrator window, in the System menu, choose Profile Editor.

The Profile Editor window appears.

NOTE: You cannot assign privileges that you do not have. This includes using a User Profile which has privileges that you do not.




Figure 4-13 Profile Editor Window

The following procedures describe how to create, edit, and remove profiles.

To create a new user profile:

1. In the Profile Editor window, click New. (See Figure 4-13 on page 130.)

The New Profile window appears.

NOTE: • A privilege not assigned to a profile, but assigned at site or group level, will be

automatically inherited by all users at a lower level.

• Privileges which appear grayed out and unmarked indicate that you do not have access to them and can therefore not create a profile containing them.

EXAMPLE:If at site level, you grant Login privileges for Evaluator, but you do not include it in the Agent profile, all users will have Login privileges for Evaluator even if they received the Agent profile.




Figure 4-14 New Profile Window

2. In the Name field, type the new profile name.

3. To create a new profile that is not based on an existing profile, select Create new profile.

-or-To base the new profile on an existing profile, select Based on profile and then select an existing profile from the drop-down list. You can make changes to the new profile in the next steps.

4. Click OK.

The Profile Editor window reappears (see Figure 4-13 on page 130) with the new profile name appearing in the Profile field and in the title of the Resources list.

5. Select the resources, one at a time, from the Resources list. Mark/unmark the check-boxes that appear on the right to enable/disable access rights for the new profile.

6. To save the new profile and continue working in the Profile Editor window, click Apply.

-or-To save the new profile and close the Profile Editor window, click OK.

To edit a user profile:

1. In the Profile Editor window, select a Profile from the Profile list. (See Figure 4-13 on page 130).

2. Select the resources, one at a time, from the Resources list. Mark/unmark the check-boxes that appear on the right to enable/disable access rights for the selected profile.

3. To save your changes and continue working in the Profile Editor window, click Apply.

-or-To save your changes and close the Profile Editor window, click OK.

NOTE: If you selected Based on profile, the resources enabled for the profile you selected are marked. You can make changes to the new profile as necessary.




To remove a user profile:

1. In the Profile Editor window, select a Profile from the Profile list. (See Figure 4-13 on page 130).

2. Click Remove.

Following confirmation, the selected profile is deleted.

3. To close the Profile Editor window, click OK.



Filtering the Users Lists

Filtering the Users ListsThe Users lists in the NICE Administrator display all of the Users currently defined to the Site. The Filter feature searches the complete list of Users for criteria that you specify in the Filter Users window and displays a filtered list showing only those Users who meet all of the search criteria.

The following three Users lists can be filtered:

• The list of Users in the Users folder on the tree in the NICE Administrator window Resource List.

• The list of Users in the Groups definition Members tab.

• The list of Users in the Add Resource window Group definition Privileges tab.

Each follows the same procedure described in this section.

To filter the Users list:

1. If the Users list to be filtered is in the Resource List, click Users-Groups, then Users.

2. Click the Filter button located below the Users list to be filtered.

The Filter Users window appears.

Figure 4-15 NICE Administrator Window - Filter Users Window basic view

• You can search using any of the information in the User definition. To expand the Filter Users window to display additional fields, click More fields.

The full view of the Filter Users window appears.

NOTE: • Filtering a Users list in one window does not automatically cause the filter to be

applied to the Users list in a different window. However, the Filter Users window saves the criteria entered so that you can apply the same filter to the next list.

• The Filter feature always searches the original Users list.

NOTE: The Filter Users window has two views. The last view used appears with the latest criteria entered.




Figure 4-16 NICE Administrator Window - Filter User Window, full view

• To return to the Basic view, click Basic Fields.

• To reset the window, click Clear. All the fields will be cleared and reset.

3. Enter the criteria to be searched for in the appropriate fields using the following guidelines:

• Entering a value in a character field selects all of the Users that begin with the entered value. (For example, entering “al” in the First name field selects both “Alan” and “Alfred”.)

• Numeric fields will only find a complete match.

• There are no wildcards or placeholders. (For example, you cannot filter for all Agent ID’s with the second digit “2”.)

• If entries are made in more than one field, then Users must meet all of the criteria in order to be selected.

• Character fields are not case sensitive. (For example, entering “a” in the First name field, selects “Alfred”.)

4. Click Apply.

The Filter Users window closes and the Users list is filtered. The following changes occur:

• If the filter was applied from the Resource List:

• The list of Users appearing under the Users folder, changes to show only those Users who meet all of the search criteria in the Filter Users window.

• The label for the Users folder changes to “Users (filtered)”.




• The criteria for the applied filter appears in the title bar of the Resource Definition area. (If it appears truncated, point to it with the mouse to see it in a tool tip.)

• If the filter was applied from the Members tab of the Group definition:

• The filter is applied to the Users list on the left and only those Users who meet all of the search criteria in the Filter Users window appear.

• The list of Group Members on the right contains all Users who belong to the selected Group and is not filtered.

• The criteria for the applied filter appears in the status bar of the Members tab. (If it appears truncated, point to it with the mouse to see it in a tool tip.)

• If the filter was applied from the Add Resources window, in the Privileges tab of the Group definition:

• The Users list will contain only those Users who meet all of the search criteria in the Filter User window.

• The criteria for the applied filter appears in the status bar of the Add Resources window. (If it appears truncated, point to it with the mouse to see it in a tool tip.)

Restoring the Users Lists

To remove a filter and restore the Users list in the Resource List:

1. Select Users (filtered) in the Users-Groups folder of the Resource List,

-or-Select any User in the Users (filtered) folder in the Users-Groups folder of the Resource List.

2. Click the Show all button located below the Resource list. (See Figure 4-11 on page 125.)

The complete list of Users is restored.

To remove a filter and restore the Users list in the Members tab or in the Add Resource window:

• Click the Show all button located below the filtered Users list. (See Figure 4-11 on page 125.)

The complete list of Users is restored.

NOTE: When a User is removed from the Group Member list, the User will only reappear in the Users list if he meets all of the search criteria for the applied filter.

NOTE: If there are no Users matching the search criteria, a message box appears, click OK. The previous filter remains in effect.



Filtering the User Groups List

Filtering the User Groups ListThe User Groups list in the NICE Administrator application displays all of the Groups of Users currently defined to the Site. The Filter feature searches the complete list of Groups in the Resource list for criteria that you specify in the Filter Groups window and displays a filtered list showing only those Groups that meet the search criteria.

To filter the User Groups list:

1. In the Resource List, click Users-Groups, then Groups.

2. Click Filter. (See Figure 4-11 on page 125.)

The Filter Groups window appears.

Figure 4-17 NICE Administrator window - Filter Groups window

3. Enter a value in the Group name field using the following guidelines:

• Entering a value selects all of the Groups that begin with the entered value. For example, entering “fi” selects both “first floor” and “fifth floor”.

• There are no wildcards or placeholders. For example, you cannot search using the second half of the group name.

• The Group name field is not case sensitive. For example, entering “a”, selects “All employees”.

4. Click Apply.

The Filter Groups window closes and the Groups list is filtered. The following changes occur:

• The list of Groups appearing under the Groups folder, changes to show only those Groups that begin with the entered value.

• The label for the Groups folder changes to “Groups (filtered)”.

• The criteria for the applied filter appears in the title bar of the Resource Definition area.

NOTE: The Filter feature always searches the original Groups list.

NOTE: If there are no Groups matching the search criteria, a message box appears, click OK. The previous filter remains in effect.



Filtering the User Groups List

Restoring the User Groups List

To remove a filter and restore the User Groups list:

1. Select Groups (filtered) in the Users-Groups folder of the Resource List,

-or-Select any Group in the Groups (filtered) folder in the Users-Groups folder of the Resource List.

2. Click the Show all button located below the Resource list. (See Figure 4-11 on page 125.)

The complete list of Groups is restored.



Setting Up User Information Files

Setting Up User Information FilesThis section describes how to set up user information files to import to NiceUniverse. You can either create a text file, or import an existing database to NiceUniverse. All files must be saved as a text file with a DAT extension.

It is not required to use the Uploader application to enter user, member and leader information. This information can be manually entered into the system through the System Administration user interface. The Uploader application is a helpful tool that allows system administrators to upload data already available on most sites.

If you want to import agents’ working hours into the NiceUniverse System, you must use the Uploader application. Imported work schedule information (Work Force Management - WFM) is displayed in the Agent Schedule window in the Scheduler application. When setting up recording programs, you can check that this information corresponds to the recording program.

This section provides the following topics:

• Setting Up User Information Files for Importing

• Saving User Information Files in DAT Format

• User Information Fields

To set up user information to import to NiceUniverse:

• For a new text file

If you are creating a new text file, enter the fields for the DAT file (user, leader, member or WFM) in any word processing application. A list of fields required for each DAT file appears on the following page.

When entering fields, note the following:

• Fields should be separated by the vertical bar character |.

For example: field1|field2|field3.

• All fields must appear in the upload file. Fields for which there is no data must also show the vertical bar character.

For example: field1||field3.

• For an existing database file

If you are importing information from an existing database, note the following:

• The fields in the source file, and their order, are the same as those listed in the user information file (user, member, leader or WFM), displayed below.

• If there is no information for a field, leave a blank column for that field.

To save the user information file

1. Save the new or existing user information file as text file, with a DAT extension.




2. If you are importing an existing file, open the text file in any Word Processor application, and insert the vertical bar character between fields.

User Information Fields

User fields (users.dat)

1. First Name - required

2. Last Name - required

3. Middle Name

4. User Login Name - required, must be unique

5. Password - defaults to login name

6. Extension / Position Number - required if Agent ID is blank

7. Status - defaults to "A" for Active

8. Hire Date - mm/dd/yy

9. Graduation Date - mm/dd/yy

10. Graduation Score - numeric

11. Job Function - text

12. Job Skill - text

13. Job Class - text

14. Department - text

15. Location - text

16. Planned Evaluations - numeric

17. Planned Calibrations - numeric

18. Agent ID - telephone login ID, required if Extension is blank, must be numeric, non-zero

19. Unit - Required. This number must match the switch ID which is transferred on the CTI link to the NiceCLS Server. Consult your NICE Systems installer to verify this number.

EXAMPLE:If the user information file is in Excel, save it as a text file. Then in any Word Processor (for example, MS Word), insert the vertical bar character (|). You may want to do this by replacing all tabs with the vertical bar character (|).

EXAMPLE:John|Smith||smithj|xyz|54320|A|1/10/97|2/28/97|98.5|Collections Rep|Specialized|Full Time|Collections|San Francisco|5|3|1000|1.




Leaders fields (leaders.dat)

1. User Login Name - required

2. Group Name - required

3. Privileges - A list of all privileges (either text or Privilege ID) to assign to this group, delimited by the "^" character. (see the example below)

Members fields (members.dat)


2. Group Name - required

3. Privileges (see the following page) - A list of all privileges (either text or privilege ID) to assign to this group, delimited by the "^" character.

Workforce Schedules fields (WFM.dat)


2. Date and Start Time - required (also enter the date)

3. Date and Stop Time - required

NOTE: If there is no group name that exactly matches the group name on the uploaded record, a new group will be created; and this user will be inserted as a leader of the new group.

EXAMPLE:smith|John Smith's Team|1^5^6^7.

NOTE: If there is no group name that exactly matches the group name on the uploaded record, a new group will be created; and this user will be inserted as a member of the new group. If the login name is not found in the database, the entire record will be ignored.

EXAMPLE:jonesm|John Smith's Team|Calibrate Self^Evaluate Self.

NOTE: If there is no user name that exactly matches the login name on the uploaded record, the schedule will be ignored. If the user currently has a schedule that overlaps with the schedule being uploaded, that schedule will be deleted.

EXAMPLE:jonesm|1-9-98 08:00|1-9-98 17:00.




Available Privileges

Privilege IDs and text are as follows:

1 Allow user to login to System Administration

2 Evaluate self

3 Calibrate self

4 Report on self

5 Evaluate group members

6 Calibrate group members

7 Report on Group members

10 Evaluate any agent

32 Allow user to login to Reporter

33 Allow user to login to List Editor

34 Allow user to login to Form Designer

35 Allow user to login to Evaluator

36 Calibrate any agent

37 Delete any evaluation

38 Allow user to login to Client Management

39 Allow user to lock/unlock calls

50 Allow user to destroy installed forms

1001 Allow user to login to Scheduler

1002 Schedule self

1003 Schedule group members

1004 Schedule any agent

1005 Edit any schedule

3001 Allow user to login to Monitor

3002 Play

3005 Record


Chapter 5: Setting Up Selective Recording


143

5

Setting Up Selective Recording

The NICE Recording Planner is an optional feature that enables you to set up selective recording programs at a site. For each recording program, you define its schedule, targets (agents or extensions affected) and filters.

The NICE Recording Planner can be used to:

• Set up customized recording programs.

• Maintain resources that will be specified as call recording criteria (such as, in order to identify which calls to record) in a recording program.

• Select calls not to be recorded (negative recording programs).

Contents

What is a Recording Program? ...................................................................................144

Starting the NICE Recording Planner Application.....................................................145

Setting Up a New Recording Program........................................................................147

Recording Programs that Prevent Recording............................................................155Area Code Filtering ..................................................................................................156

Modifying a Recording Program .................................................................................157

Enabling/Disabling a Recording Program..................................................................158

Deleting a Recording Program....................................................................................159

NOTE: A call can be selected by more than one recording program. If one of these recording programs is a negative recording program, the call will not be recorded.

144 Chapter 5: Setting Up Selective Recording


What is a Recording Program?

What is a Recording Program?A Recording Program selects calls to be recorded according to criteria you define. Many recording programs can run simultaneously.

Recording programs can also be designed to select calls that you do not want recorded, such as one extension from within an entire department. A recording program that prohibits recording is called a Negative Recording Program.

In each recording program you define the following:

• A name for the recording program.

• Recording Program Definition. This definition consists of four tabs with criteria as follows:

General Whether calls that meet the criteria defined on the other tabs are recorded or not recorded (a negative recording program). For recorded calls you can record all the calls or define a percentage of calls to be recorded.

Scope The beginning and ending dates for the recording program to run, and the days of the week and times each day.

Target Calls handled by all or specific agents (or extensions).

Filter Which calls to select according to call direction, number dialed, DNIS, or caller ID (if available).




Starting the NICE Recording Planner Application


To start the NICE Recording Planner application:

1. In the Windows Start menu, choose Programs, NICE Applications, and then choose NICE Recording Planner.

The Login window appears.

Figure 5-1 Login Window

2. In the Login window, enter your NiceLog login name and password, and then click OK.

The NICE Recording Planner window appears.

Figure 5-2 NICE Recording Planner Window

The NICE Recording Planner window displays a list of the defined recording programs.




Each row identifies the following status information for a specific program:

Column Description

Program Name The name of the recording program.

Start Ongoing - the program’s start date is defined as immediate.

Otherwise, a specific start date appears.

End Indefinite - the program’s stop date is defined as never. Otherwise, a specific stop date appears.

In Progress The program is enabled and is currently running according to its schedule (scope).

The program is disabled.

-or-The program is enabled and is not currently scheduled to run.

Enabled The program is enabled.


Recording Prog. The program records the calls it selects.

The program does not record the calls it selects (Negative Recording Program).



Setting Up a New Recording Program

Setting Up a New Recording ProgramYou use the NICE Recording Planner to set up new Recording Programs.

To set up a new recording program:

1. In the NICE Recording Planner window, click New.

The Recording Program Definition window appears.

Figure 5-3 Recording Program Definition Window - General Tab

2. In the Program Name field, type the name of the new recording program.

3. Mark the Enable Program checkbox when you are ready for the recording program to run. Clear this checkbox to disable the recording program.

NOTE: The Recording Program name might be logged as a call data field in your site’s Call Database. Using the NICE Query application, authorized users can search for calls that were selectively recorded by a specific recording program.

IMPORTANTA recording program must be both enabled and within its scope (schedule) to run.




4. The Recording Program Definition window displays four criteria tabs as follows.

5. Define the General information: Click the General tab.

Figure 5-4 Recording Program Definition Window - General Tab

Tab Use it to define...

General Whether calls that meet the criteria defined on the other tabs are recorded or not recorded. The General tab does not determine when and which calls are selected. For recorded calls you can define a percentage of calls to be recorded.

Scope The days of the week and times for recording to occur, and the beginning and ending dates for the recording program.

Target The agents or extensions to be recorded.

Filter Which calls to record according to call direction, number dialed, DNIS, or caller ID (if available).




a. In the Recording Criteria area, select as follows:

b. In the Recording Sample area, select as follows (for Negative Recording Programs, this area is disabled):

6. Define a time period or weekly schedule for this recording program to run. Click the Scope tab.

Record matching calls Record all calls that match the criteria defined on the other tabs.

-or-

Do not record matching calls (Negative Recording Program)

Do not record all calls that match the criteria defined on the other tabs.


Record all calls within schedule

Record all selected calls.

-or-

Record % of calls within schedule

Record a percentage of the selected calls. Type the desired percentage.

IMPORTANTA recording program must be both enabled and within its scope (schedule) to run.

Recording programs will record only during the time defined on the scope tab. Negative recording programs will not record only during this time.




Figure 5-5 Recording Program Definition Window - Scope Tab

a. For the recording program to run continuously and indefinitely, select Immediate, Never, and All week in the appropriate areas. Continue with Step 7.

b. To specify starting and/or ending dates for the recording program, in the Program Start and/or Program Stop areas, select On and then choose the desired date.

c. To select a weekly date and time range, in the Schedule area, select as follows:

All week - A continuous weekly schedule (24/7)

-or-

Select Schedule and click the browse button.

The Weekly Schedule window appears.




Figure 5-6 Weekly Schedule Window

• Select the blocks corresponding to the hours that you want to schedule for recording. Then click Set.

TIP: To select an entire row or column, click its heading.




7. Define the source and/or target of the selected calls. Click the Target tab.

Figure 5-7 Recording Program Definition Window - Target Tab

a. Select a target type from the Record drop-down selection list as follows:

8. Define the direction of the calls or limit the selection to specific telephone numbers. Click the Filter tab.

All Records calls handled by all agents or extensions.

Specific Agents

Records calls handled by specific agents or groups of agents.

• Move agents from the Resources list to the Recorded list.

Specific Extensions

Records calls handled by specific extensions or groups of extensions.

• Move extensions from the Resources list to the Recorded list.

All Agents and Extensions

Specific Agents (or Extensions)




Figure 5-8 Recording Program Definition Window - Filter Tab

• In the Record field, select a filter from the drop-down list and complete as follows:

If you selected... Do the following...

All Calls-or-Only Incoming Calls-or-Only Outgoing Calls-or-Only Internal Calls

• Click Apply.

The Recording Program Definition is complete.

Calls will start being recorded as soon as the Recording Program is enabled.

Specific DNIS Numbers (A DNIS number is the destination telephone number dialed by an incoming caller. The DNIS number is typically the last digits of a 1-800 telephone number.)

a. Move the DNIS numbers from the Resources list to the Record list.

b. To add more DNIS numbers to the Resources list, click Add. In the window that appears, type the new number and click OK.




9. Click Apply.

The program is set up with the criteria that you specified and becomes effective immediately.

Specific Dialed Numbers (Outgoing calls dialed to a specific number)

-or-Specific Caller IDs (incoming calls received from a specific number - only if the site’s telephone switch reports ANI or Caller ID)

• For each number, Click Add. In the window that appears, type the Dialed number or Caller ID number and click OK.

TIP: • When typing new numbers, you can type an asterisk “*” as a wildcard (e.g., type

123* for all numbers that begin with 123).

• Add a separate entry for variations of the same number by your switch. (e.g. for area code 800, enter 800* and 1800*).

• The asterisk “*” is the only recognized wildcard.

If you selected... Do the following...



Recording Programs that Prevent Recording

Recording Programs that Prevent RecordingYou can define a recording program that will not record selected calls. This is Negative Recording Program. Negative recording programs take precedence over recording programs that record calls.

To create a negative recording program:

• Follow the instructions for Setting Up a New Recording Program on page 147 with the following modification:

• On the General tab, mark Do not record matching calls.

EXAMPLE:You have a recording program that selects and records all calls made from all telephone extensions on the second floor. Every Tuesday, one office is used by the employee’s insurance representative. The calls from this extension on this day do not need to be recorded.Set up a Negative Recording program with the following parameters:General: Mark Do not record matching callsScope: Start = Immediate, Stop = Never, Schedule = select TuesdayTarget: Not Record = Specific Extensions. Choose the extension from the Resources listFilter: Not Record = All Calls (this accounts for incoming and outgoing calls)

IMPORTANTA call can be selected by more than one recording program. If one of these recording programs is a negative recording program, the call will not be recorded.

NOTE: On the Target and Filter tabs, the Recorded area will be labeled Not Recorded.



Recording Programs that Prevent Recording

Area Code Filtering

In some locations, local laws prohibit recording specific area codes. Calls from these area codes might be selected by another recording program to be recorded. You can prevent these calls from being recorded by creating a Negative recording program for these area codes. Follow these guidelines:

• Create separate negative recording programs for outgoing and for incoming calls. (The source of incoming calls cannot be identified by all switches.)

• Each negative recording program can include more than one area code.

Thus, you would require two negative recording programs to accommodate many area codes.

To create a negative recording program for specific area codes:

1. Follow the instructions for Setting Up a New Recording Program on page 147 as follows:

2. If your switch has Caller ID, repeat Step 1, selecting Specific Caller ID for incoming calls.


EXAMPLE:You create a recording program to record all call made to and from your Customer Service department. According to local laws, calls within area code 999 cannot be recorded.Create two negative recording programs. One to exclude all outgoing calls to area code 999. The second to exclude all incoming calls from area code 999 (only if your site’s telephone switch reports ANI or Caller ID).All of the Customer Service’s calls will continue to be recorded except for those originating in, or to, area code 999.

Tab Set as follows...

General Mark Do not record matching calls

Scope a. Start = Immediate b. Stop = Never c. Schedule = All week

Target Select All Agents

Filter a. Select Specific Dialed Numbers (This is for outgoing calls)b. Add each area code

TIP: • Add a separate entry for variations by your switch of the same number. (e.g. for

area code 800, enter 800* and 1800*)

• The asterisk “*” is the only recognized wildcard.



Modifying a Recording Program

Modifying a Recording ProgramAny aspect of a recording program can be modified at any time.

To modify a recording program:

1. In the NICE Recording Planner window, double-click a recording program.

Its Recording Program Definition window appears.

Figure 5-9 Recording Program Definition Window

2. You can edit any information in the Recording Program Definition following the guidelines in Setting Up a New Recording Program on page 147.

3. When you are finished, click Apply.

All changes are effective immediately.



Enabling/Disabling a Recording Program

Enabling/Disabling a Recording ProgramA recording program must be enabled to run. Recording programs that are disabled will not run.

To enable or disable a recording program:

1. In the NICE Recording Planner window, double-click a recording program.

Its Recording Program Definition window appears.

Figure 5-10 Recording Program Definition Window

2. Mark to enable, or clear to disable the Enable Program checkbox.

3. Click Apply.

All changes are effective immediately.

NOTE: If your recording program is enabled and does not run (record), verify that it is scheduled to run. A recording program must be both enabled and within its scope (schedule) to run.

Enable/DisableRecording Program



Deleting a Recording Program

The following columns of the NICE Recording Planner window are updated to reflect the new status as follows:

Deleting a Recording ProgramWhen you delete a recording program, it is no longer active and will no longer be used to control and schedule audio recording.

To delete a recording program:

• In the NICE Recording Planner window, select the recording program that you want to delete. Then click Remove.

The recording program no longer appears in the list in the NICE Recording Planner window.

Column Description

Enabled The program is enabled.


In Progress The program is enabled and is currently running according to its schedule (scope).


-or-The program is enabled and is not currently scheduled to run.


Chapter 6: Managing the Media Library Server


161

6

Managing the Media Library Server

The Media Library Server transparently and automatically maintains a central log of the contents of each DAT/AIT/MO media used to archive recorded audio in the NiceLog System. Each cassette logged by the Media Library Server is assigned a sequential code number.

In NICE Administrator you can define the Media Library Server with which your system will work.

For more information about archiving and retrieving audio, see Backup and Retrieval Operations on page 69. For more information about playback of archived audio, see the NiceLog User’s Manual.

Contents

Adding a New Media Library Server ...........................................................................162

Modifying Media Library Server Definitions...............................................................167

Deleting a Media Library Server ..................................................................................167

Working with the Media Library ..................................................................................168Printing Media Cassette Labels ...............................................................................168Manually Labeling Media Cassettes ........................................................................170Identifying Cassettes................................................................................................171

NOTE: The Media Library is an optional feature, and is not available at all sites.

162 Chapter 6: Managing the Media Library Server


Adding a New Media Library Server

Adding a New Media Library Server NICE Administrator is installed with the Media Library Server undefined. The Media Library Server installed at your site must be defined before it can begin operation.

To define the Media Library Server in the system:

1. In the toolbar of the NICE Administrator window, click New, and choose Media Library.

New Media Library appears in the Resource List under Site, Servers, Others.

The media library definition section appears in the Resource Definition area.

Figure 6-1 NICE Administrator Window - New Media Library Server Definition

2. Fill in the general media library information as follows:

Name The name of the Media Library Server you want to define.

Network type Accept the default TCP/IP.

Network address The network address of the Media Library Server.

NOTE: After you enter the network address and move to a different field, NICE Administrator attempts to connect to the Media Library Server. After a connection is made, information relevant to the server you specified appears in the Resource Definition area Printers and Loggers tabs.




For more information about printing labels, see Printing Media Cassette Labels on page 168.

3. Click the Printers tab.

Figure 6-2 NICE Administrator Window - New Media Library Server Printers Tab

4. Media label printers available in your system are listed in the Resource Definition area.

Printing mode In the drop-down list, select one of the following:

Manual - You control the printing of media labels by selecting labels in the print queue. As the labels are printed they are automatically removed from the queue.

Automatic - The labels are automatically printed and removed from the print queue. You can view the queue, but cannot control the printing.

Acknowledge - The labels are automatically printed, but are not removed from the queue until you acknowledge that they have been correctly printed.

NOTE: • The default printing mode for NICE Administrator is Automatic. In some sites,

only this option is available.

• To change the Printing mode, all the labels currently in the queue must first be printed, and the queue in the Media Library Printers window must be empty.




Click Set Default Printer if you want the selected printer to be the default printer for unassigned Loggers. Loggers that have already been assigned printers appear in the Loggers tab.

5. To add a new label printer, click New.

The Printer Setup window appears.

Figure 6-3 Printer Setup Window - New Printer Definition

Define the new printer as follows:

When you are finished defining the media label printer, click OK.

The printer you defined is added to the list in the Resource Definition area.

6. To change a printer’s definition, in the Resource Definition area, select the printer for which you want to change the definition, and click Modify.

The Printer Setup window appears with the definition of the printer you selected.

Printer The name of the printer you want to define.

Port In the drop-down list, select the COM port to which the printer is connected.

Type In the drop-down list, select the printer’s commercial name.

Location Select Local if the printer is connected directly to your Media Library Server.

Select Address if the printer is connected to another computer on the network, and type the network address of the computer to which the printer is connected.

NOTE: If you select Address, the computer to which the printer is connected must be running the Remote Printer Server utility.




Figure 6-4 Printer Setup Window -Printer Definition Modification

Change the definition as needed, according to the explanations in Step 5.

When you are finished changing the printer’s definition, click OK.

The printer definition is changed.

7. To delete a printer definition, select the definition you want to delete in the Resource Definition area, and click Delete.

The printer definition is deleted and removed from the printer list.

8. Click the Loggers tab.

Figure 6-5 NICE Administrator Window - New Media Library Server Loggers Tab

NOTE: When you modify a printer’s definition, the Type field is disabled.




9. To select a different printer for a Logger, select the line containing the printer you want to change, and click Modify.

The Logger’s Printer window appears.

Figure 6-6 Logger’s Printer Window

10. In the Printer field, click the drop-down list and select the printer you want the Logger to be associated with.

11. Click OK.

The printer you specified is now set to work with the Logger, and the line you selected in the Resource Definition area is updated.

12. When you are finished defining the Media Library Server, click Save in the toolbar.

The Media Library Server you defined is saved, and added to the Resource List under Site, Servers, Others.

IMPORTANT• The Loggers tab contains a list of Loggers operating in the system, and the Media Library

Server configured to work with each Logger. This list is extracted from the NICELOG.INI file located on the workstation running the Media Library Server.

• Any change you make to the Logger/Printer list in the NICE Administrator must also be made in the NICELOG.INI file, and vice-versa.



Modifying Media Library Server Definitions

Modifying Media Library Server DefinitionsAfter a Media Library Server is defined, you can change its definition whenever necessary.

To modify the definition of a Media Library Server:



2. Double-click the Media Library Server for which you want to modify the definition.

The definition of the Media Library Server you selected appears in the Resource Definition area.

3. Modify the definition as needed. For more information about Media Library parameters, see Adding a New Media Library Server on page 162.

Deleting a Media Library ServerYou can delete a Media Library Server definition at any time. After you delete a Media Library Server definition, no user can access that Server.

To delete a Media Library Server definition:



2. Select the Media Library Server for which you want to delete the definition, and click Delete in the toolbar.

The Media Library Server definition is deleted.



Working with the Media Library


The Media Library transparently and automatically maintains a central log of the contents of each DAT/AIT/MO cartridge used to archive recorded audio in the NiceLog System. Each media cartridge logged by the Media Library is assigned a sequential code number.

The Media Library numbers media cartridges up to 1,000 and then reuses numbers of media cartridges whose expiration dates have elapsed. If, however, the Library reaches 1,000 and does not find an available number, media cartridges can be numbered above 1,000.

If a Media Label Printer is installed at the site, a label record is prepared for each media cartridge as it is ejected from the Logger. The label record is printed according to the selected printing mode. If a Media Label Printer is not installed at the site, the media cartridges need to be labeled manually for proper library organization.

Printing Media Cassette Labels

Label records in the print queue are displayed in the Media Library Printers window. The labels are printed from the queue according to the selected printing mode:

For information about choosing the printing mode, see Adding a New Media Library Server on page 162.

To print media cassette labels:

1. In the NICE Administrator window click Backup.


NOTE: The Media Library is an optional feature, and is not available in all systems.

Manual You select the labels to be printed.

Automatic The labels are automatically printed and removed from the queue.

Acknowledge The labels are automatically printed, and are removed from the queue only when you acknowledge that they have been correctly printed.





2. Choose a Logger in the Logger List.

3. Click the Media Library Printers button.

The Media Library Printers window appears.

Figure 6-8 Media Library Printers Window

If the printing mode is Automatic, you can view the labels in queue, but you cannot control the printing process.

4. If the printing mode is Manual, go to Step 5.

-or-




If the printing mode is Acknowledge, a label is automatically printed for each cassette as it is ejected from the Logger. Check the printed label. If it has been correctly printed, select the label in the Labels in Queue list and click Acknowledge.

The label is removed from the Labels in Queue list. Go to Step 6.

5. Select a label record in the Labels in Queue list. To print from a different printer, select a printer in the Printer drop-down list, and click Print.

The label is printed and the label record is automatically removed from the Labels in Queue list.

6. Click Refresh. The Labels in Queue list appears, displaying the remaining label records.

Manually Labeling Media Cassettes

It is recommended that each media cassette ejected from a Logger be labeled clearly by personnel responsible for replacing the cassettes.

Labels are included in cassette packages. Each label should contain the following information:

If the cassette was removed from a 6DAT magazine you should mark the slot number instead of the deck number (such as, 865/S.2).

When a cassette expiration date elapses, the cassette can be reused (overwritten with new audio). If you reuse a cassette, be certain to remove the old label before inserting the cassette into a Logger deck.

NOTE: To automatically update the list, mark the Refresh list automatically checkbox.

Creation date The date when the cassette was first used for archiving.

Logger number The number of the Logger whose contents are archived on the cassette.

Deck number The number of the archiving deck (1 or 2) in which the cassette was loaded for Loggers containing multiple decks.

Slot number Slot number of a 6DAT Autoloader magazine in which the cassette was loaded for Loggers containing a 6DAT Autoloader.

Cassette number Unique number for indexing purposes.

EXAMPLE:A cassette label can appear as follows: 12/10/99 865/1 26The first number on the left is the date on which the DAT cassette was created. The middle number represents the Logger number/deck number. The last number is the cassette number.

NOTE: Do not place two labels on one cassette. Doing so may cause the cassette to be jammed in the deck.




Identifying Cassettes

The Media Library option is installed with a dedicated label printer. When a cassette is ejected from a Logger in the system for the first time, the Label Printer automatically prints a label for the cassette.

If the Logger contains a single media deck or two media decks, the following information is printed on the label:

The label contains the following information:

If the Media Library option is installed, you can use NICE Backup to identify a cassette loaded in one of the decks in the connected Logger. You can also print a duplicate label for the cassette. This is useful if a label was accidentally removed from a cassette, or if you want to place a label on the cassette’s protective cover for easier identification.

To identify a cassette that is loaded in a deck in the connected Logger:

1. In the NICE Administrator window, click Backup in the toolbar.


Creation date The date the cassette was first used for archiving.

Logger number The number of the Logger that ejected the cassette.

Slot number The slot number of a 6DAT magazine in which the cassette was loaded, for Loggers containing a 6DAT Autoloader.

Deck number Number of the deck (1 or 2) in which the cassette was loaded, for Loggers containing two decks.

Cassette number Sequential code number assigned automatically to the cassette by the Media Library.

Flags M - Audio was archived on the cassette by a Manual Archiving operation.

X - The cassette was ejected due to a failure (such as, following a power failure, or manual eject).





2. Click the device that contains the cassette that you want to identify.

3. In the NICE Backup window, click the Show Device Info button in the toolbar.

-or-In the NICE Backup window, in the Device menu, select Media Labels.

The Device # window appears.

Figure 6-10 Device Number Window

4. In the NICE Backup window, click the Show Media Labels button in the toolbar.

The Identify Media window appears.




Figure 6-11 Identify Media Window

5. Click Print the label if you want to print a duplicate of the media’s original label.


Chapter 7: Maintenance


175

7

Maintenance

This chapter describes the maintenance procedures to ensure proper NICE equipment operation. This chapter also describes NiceLog Logger and NiceCLS Server LED indicators, as well as other important information concerning Logger/Server maintenance.

Contents

Preventive Maintenance Timetable .............................................................................176

General Routine Visual Inspection .............................................................................176

Logger/Server LED Indicators.....................................................................................178

SONY AIT Drive Maintenance......................................................................................179AIT Drive Front Panel...............................................................................................179

SONY Magneto Optical (MO) Drive Maintenance.......................................................179MO Drive Front Panel ..............................................................................................179

DAT Drive and Cassette Maintenance ........................................................................180DAT Drive LED Indicators ........................................................................................180DAT Drive Scheduled Maintenance .........................................................................181DAT Cassette Scheduled Maintenance ...................................................................181

Air Filter Scheduled Maintenance...............................................................................182

Media Label Printer Maintenance................................................................................183

176 Chapter 7: Maintenance


Preventive Maintenance Timetable

Preventive Maintenance TimetableThe following table lists the time periods for NiceLog System equipment preventive maintenance. The procedures listed in the table must be performed at the times specified.

General Routine Visual InspectionBefore performing any scheduled maintenance, conduct a general routine visual inspection of the Logger and workstation area.

To perform a general routine inspection:

1. Make sure that nothing is blocking the cooling air input vents located at the front of the chassis.

2. At the rear of the Logger, remove debris and dirt that may interrupt the normal operation of the Logger or workstation by falling onto cables or blocking ventilation, etc.

3. At the rear of the Logger, check that the cooling air output vents are not blocked, and that all the connectors are secure in their sockets. Also, check all cables for proper strain relief.

4. Verify that the environment conditions are as follows:

• Temperature is between 40o F to 110o F (5oC to 40o C).

• Non-condensing relative humidity is between 2% and 80%.

• The Logger is not in direct sunlight.

• The Logger is not positioned under heating system outputs.

• Smoking is not permitted in the vicinity of the Logger.

Operation Frequency Action

General routine visual inspection Once a month Check for dirt, trailing cables, etc.

DAT drive head cleaning Every 25 hours of archiving

Make sure that there is always a cleaning DAT cassette available. It can be used 25 times.

DAT/AIT cassette maintenance Every six months Keep track of when each cassette is created. Perform maintenance on each cassette as required.

Clean filters Once a month

If NICE Supervision is not running, run a Logger self-test. For more information, refer to NICE Supervision User’s Manual.

Once a day NICE recommends using NICE Supervision.



General Routine Visual Inspection

Figure 7-1 Logger/Server Front View - Closed

Figure 7-2 Logger/Server Front View - Open

Figure 7-3 Logger/Server Rear View



Logger/Server LED Indicators

Logger/Server LED IndicatorsThe LED indicators on the front panel of the NiceLog Logger and NiceCLS Server identify system malfunctions.

The front panel LEDs show that the Logger/Server is connected and fully operational. The LEDs also include alarm indicators that notify you of the following:

• Recording failure

• Problem with archive media

• Logger/Server is not connected to power

Figure 7-4 Front Panel LED Indicators

The following table describes the front panel indicators and buttons.

LED Indicator Functions

SYS READY Lights up when the Logger/Server is on

POWER ON Lights up when the Logger/Server is powered up

TAPE OUT Lights up when archive media is ejected from the drive

HD Flashes to indicate Hard Drive is active

Errors (E1, E2, E3, E4) No functionality in the current version



SONY AIT Drive Maintenance

SONY AIT Drive MaintenanceThe Advanced Intelligent Technology (AIT) drive requires no scheduled maintenance.

AIT Drive Front Panel

The front panel of the SONY AIT Drive includes Busy, Tape, and Status LEDs. The following table describes the LED indications:

SONY Magneto Optical (MO) Drive MaintenanceThe Magneto Optical (MO) drive requires no scheduled maintenance.

MO Drive Front Panel

The SONY SMO-F551 drive front panel includes the following items:

LED BUSY TAPE STATUS

OFF Not Busy Unloaded -

ON SCSI active Loaded Write protected

Slow flashing Drive active Loading/Unloading Cleaning tape

Fast flashing Humidity high Error rate warning Cleaning request

Flashing code 1 Waiting for eject Waiting for reset Drive mechanism failure

Flashing code 2 Drive circuitry failure

BUSY LED Flashes on and off when the drive is reading and writing data.

Emergency Eject Hole/Eject Button

The Emergency Eject Hole and Eject Button on the MO front panel should not be used. The MO cartridge should be ejected only by software eject. For more information about software eject, see Archiving Audio on page 69.



DAT Drive and Cassette Maintenance

DAT Drive and Cassette MaintenanceThis section explains how to maintain the DAT Drive and DAT cassettes. The performance of scheduled maintenance for the DAT drive and cassettes ensures proper continuous operation.

DAT Drive LED Indicators

HP DAT Drive

The front panel of the HP DAT Drive includes a Green LED, and an Amber LED. The following table describes the LED indications:

SONY DAT Drive

The front panel of the SONY SDT 7000 DAT Drive includes Busy, Tape, and Status LEDs. The following table describes the LED indications:

LED Reason for activation

Green (Activity) Steady - Tape is loaded.Slow Flashing - Tape is loading or unloading.Quick Flashing - Read/Write operations.

Amber (Cleaning/Attention) Slow Flashing - Heads need cleaning, or the cartridge is near the end of its useful life.Steady - Indicates a fault.

LED BUSY TAPE STATUS

OFF Not Busy Unloaded -

ON SCSI active Loaded Write protected

Slow flashing Drive active Loading/Unloading Cleaning tape

Fast flashing Humidity high Error rate warning Cleaning request

Flashing code 1 Waiting for eject Waiting for reset Drive mechanism failure

Flashing code 2 Drive circuitry failure



DAT Drive and Cassette Maintenance

DAT Drive Scheduled Maintenance

The DAT drive read and write heads should be cleaned with a special cleaning cassette. Each cleaning cassette can be used for 25 cleaning sessions. Generally, cleaning should be performed after every 25 hours of use.

To perform DAT drive scheduled maintenance:

1. If a DAT cassette is loaded in the drive, eject the cassette using the NICE Backup window.

2. Open the right front chassis door to access and remove the cassette from the drive.

3. Make sure that an X does not appear on all the squares of the cleaning cassette label.

If an X appears on every square, the cassette is no longer effective.

4. Insert the cleaning cassette in the DAT drive in the direction indicated by the arrow on the cassette.

The cassette automatically cleans the drive and is then ejected.

5. Mark an X on the cleaning cassette label to indicate it has been used.

6. Reinsert the cassette you ejected in Step 1.

DAT Cassette Scheduled Maintenance

Once every six months, each tape cassette that contains archived audio should be wound to the end and back to the beginning to prevent damage and to increase the life of the tape. The entire process should not take longer than two minutes per cassette. The ideal time to perform this operation is during off hours so that it will not interfere with automatic archiving.

To wind a cassette to the end and back:

1. In the NICE Backup window, select a Logger from the list on the left side of the Backup window.

2. In the Devices of Logger area, select the archiving device you want to wind.

3. Choose Retrieval from the Operation menu, or click the Retrieval icon.

Wait until the Selected Devices window displays the message “Status is Ready”.

4. Choose Eject from the Device menu, or click the Eject icon. The cassette is ejected.

5. Remove the cassette from the drive, place it in its protective case, and return it to its storage location.

NOTE: Never manually eject a cassette from the drive unless absolutely necessary, as this can cause data to be lost or damaged.

NOTE: Never manually eject a cassette from the drive unless absolutely necessary, as this can cause data to be lost or damaged.



Air Filter Scheduled Maintenance

Air Filter Scheduled MaintenanceThe air filters are located inside the Logger/Server front panels. They filter dust and dirt as air enters the unit.

It is important to clean the air filters at least once a month or according to the environmental conditions.

To perform air filter scheduled maintenance:

1. Open the front doors of the chassis.

2. Press the metal hinge with thumb and index finger and move it away from the door.

Figure 7-5 Releasing the Metal Hinge

3. Extract the front panel air filter from the door.

Figure 7-6 Removing the Air Filter



Media Label Printer Maintenance

4. Repeat Steps 2 and 3 and remove the air filter from the opposite door.

5. Wash each air filter with water, and dry completely.

6. Before replacing the filters in the chassis, wipe the front of the air filter grids with a damp cloth.

7. Place the filters back in the chassis.

Media Label Printer MaintenanceIn sites where a Media Label Printer is connected to the NICE Administrator workstation, the print head of the printer must be cleaned as required.

For information about cleaning the print head, see the relevant Media Label Printer manufacturer documentation.


Appendix A: User Privileges


185

A

User Privileges

This section contains tables with all of the available privileges which can be assigned for all the applications at site, group and user levels. A brief explanation of each is given along with suggestions of which personnel will need each privilege. You can assign privileges as needed to customize your system.

To assign privileges at Site level, refer to Assigning Site Access Privileges on page 24.To assign privileges at Group level, refer to Assigning Privileges to a Group on page 124.To assign privileges at User level, refer to Assigning User Privileges on page 116.

Contents

Servers ..........................................................................................................................187CLS ..........................................................................................................................187Loggers ....................................................................................................................187

Channels .......................................................................................................................188

Applications ..................................................................................................................189Evaluator Privileges .................................................................................................189Forms Designer Privileges .......................................................................................189List Editor Privileges.................................................................................................190Reporter Privileges...................................................................................................190Universal Uploader Manager Privileges...................................................................190Scheduler Privileges ................................................................................................191Recording Planner Privileges...................................................................................191Query Privileges.......................................................................................................191Monitor Privileges.....................................................................................................193

NOTE: All privileges given at site level are inherited by all users in the system and all privileges given at group level are inherited by all group members. Assign privileges with caution.

186 Appendix A: User Privileges


Administrator Privileges ...........................................................................................193Supervision Privileges..............................................................................................195Other Privileges........................................................................................................195



Servers

ServersWhen you add a Server to a user, it is automatically placed in the appropriate group.

CLS

CLS privileges are assigned separately for each column. The following list describes the available privileges.

Loggers

CLS Privileges Type of User

Privilege Description

System A

dm.

Review

er(Supervisor)

Agent

Installer

View Allows the user to view this field

Query Allows the user to search in the query application using this field

Edit Allows the user to edit this field (This privilege can only be given to user defined columns, such as the comments column and not to those columns that receive data from the switch, such as the start time column)

Filter Allows the user to select a range of values for this field

Loggers Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Modify deck assignment

Allows the user, using the Backup window, to specify whether backup is automatic or manual

X X

Retrieve Allows the user to retrieve calls from the tape deck to the logger using either the Backup window or the Query application

X X



Channels

ChannelsInput Groups and Input Channels have the same set of privileges.

Input Channels Privileges Type of User

Privilege DescriptionSystem

Adm

.

Review

er(Supervisor)

Agent

Installer

Setup Setup Icon will appear on the Toolbar in the Monitor and Backup Modules. This allows the user to set thresholds, compression rates. However, this is typically already setup by the installer.

X

Record Allows a user to initiate a Record On Demand Request for a channel in the Monitor Module.

X

Play Allows a user to play the last call recorded by a channel within the Monitor and Query Modules

X

Enable Recording

Allows the user to DISABLE or ENABLE a recording channel.

X



Applications

Applications

Evaluator Privileges Type of User

Privilege DescriptionSystem

Adm

.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login to the Evaluator module X X

Evaluate Allows the user to evaluate self. When the user is a member of a group the user will be able to evaluate any user within their group

X X

Calibrate Allows the user to calibrate self. When the user is a member of a group the user will be able to evaluate any user within their group

X X

Delete Any Evaluation

Allows the user to permanently delete any evaluation that has been created within the Evaluator module

X

Lock Allows the user to lock a QA call on the hard drive which would stop that call from being overwritten during the auto deletion process

X X

Unlock Allows the user to unlock a call that has been locked on the hard drive

X X

Forms Designer Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login to the Forms Designer module X

Delete Installed Forms

Allows the user to delete any form that has been installed. Without this privilege, the user can only delete forms that have not been installed.

X



Applications

List Editor Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login and have access to all functions within the List Editor module

X

Reporter Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login and have access to all functions within the Reporter module

X X

Universal Uploader Manager Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login and have access to all functions within the Universal Uploader Manager module

X X



Applications

Scheduler Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login to the Scheduler module X

Schedule Allows the user to create new schedules within the Scheduler module

X

Modify Schedules

Allows the user to modify details of any existing recording schedules. Without this privilege, the user can only modify the schedules they created.

X

Recording Planner Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login and access all functions of the Recording Planner module. This is for a Selective environment only.

X

Query Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login to the Query module X X

Add Public Queries

Allows the user to add public queries within the Query module. Adding public queries gives everyone access to those queries

X X

Modify Public Queries

Allows the user to modify details of public queries within the Query module

X X



Applications

Delete Public Queries

Allows the user to delete public queries within the Query module

X X

Add Group Queries

Allows the user to add group queries within the Query module. Adding group queries gives any member of that particular group access to those queries. Users have to be a member of a group to then be able to add group queries under that specific group.

X X

Modify Group Queries

Allows the user to modify details of group queries within the Query module

X X

Delete Group Queries

Allows the user to delete group queries within the Query module

X X

Add Public Call Folders

Allows the user to add public call folders within the Query module. Adding a public call folder gives everyone access to them

X X

Modify Public Call Folders

Allows the user to modify details of public call folders within the Query module

X X

Delete Public Call Folders

Allows the user to delete public call folders within the Query module

X X

Add Group Call Folders

Allows the user to add group call folders within the Query module. Adding a group call folder gives any member of that particular group access to those folders

X X

Modify Group Call Folders

Allows the user to modify details of group call folders within the Query module

X X

Delete Group Call Folders

Allows the user to delete group call folders within the Query module

X X

Lock Allows the user to lock a call on the hard drive which would stop that call from being overwritten during the auto deletion process

X X

Save/Email Audio

Allows the user to save audio as a wav or aud file and email to another party

X X

Local Play Allows the user to play audio over the LAN X X

Query Privileges (Continued) Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer



Applications

Monitor Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login to the Monitor module X X

Modify Call Details

Allows the user to modify call details that are marked for editing under the columns tab within the Administrator module, such as the comment field

X X

View Recording Status

Allows the user to view the recording status whether initiated by ROD or by the Scheduler

X X

Local Play/Monitor

Enables the user to play back or monitor calls locally (over the LAN)

X X

Administrator Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login to NICE Administrator X

Add User Allows the user to add a user profile to the database X

Modify User Allows the user to modify details under the general or details tab within any existing user profile in NICE Administrator

X

Delete User Allows the user to delete any user profile in the database X

Add Group Allows the user to add a group to the database X

Modify Group Allows the user to modify details of any existing group in the database

X

Delete Group Allows the user to delete any group in the database X

Add Server Allows the user to add a server to the database X

Modify Server Allows the user to modify details of any existing servers X



Applications

Delete Server Allows the user to delete any existing servers in the database

X

Add Group of Channels

Allows the user to add a group of channels to the database

X

Modify Group of Channels

Allows the user to modify details of any existing group of channels in the database

X

Delete Group of Channels

Allows the user to delete any group of channels in the database

X

Modify Site Allows the user to modify details at the site level (i.e. site name, privileges, etc.)

X

Modify Hot Standby System Configuration

Allows the user to change which standby logger to use in the event the current logger isn’t recording

X

Modify Output Bus Definition

Allows the user to change the extensions that have been assigned to the remote audio playback (RAP) boxes

X

Modify User Profile

Allows the user to modify privileges within any existing user profile in Administrator

X

Manage Backup server

Allows the user to have access to all functions in the Backup portion of Administrator

X

Administrator Privileges (Continued) Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer



Applications

Supervision Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Login Allows the user to login to the Supervision module X

Self Test Allows the user to perform self tests on the servers in the database to ensure everything is working properly

X

Advanced Maintenance

Allows the user to perform advanced maintenance on the servers, such as changing the loggers clock

X

View Configuration

Allows the user to view the configuration of the servers in the database

X

Other Privileges Type of User


System A

dm.

Review

er(Supervisor)

Agent

Installer

Access All Users

Allows the user to have access in the NICE Query and NICE Monitor applications to all agents whether they are part of a group or not. This includes all NiceCLS Servers connected to the site.

X

Access All Input Channels

Allows the user to have access to all input channels without having to assign every channel or group of channels to the user.

X


Glossary


197

Glossary

6DAT

DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for Automatic Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus a single DAT deck installed.

ACA

Advanced Compression Algorithm. Optional audio compression rate, implemented with the TDA card.

Activity

Refers to audio that causes an input channel to start recording. Activity is differentiated from silence by the Activity Detector.

Activity Detector

Mechanism in the Logger that determines, based on user-defined parameters, when audio that should be recorded (activity) is being received on an input channel.

Activity Rate

Measures detected activity, according to the specified activity detection parameters, versus time. An activity rate of 50% means that the channel was active half of the time.

NICE Administrator application

Software application supplied with the NiceLog Digital Voice Logging System. Used only by the NiceLog System Administrator to define NiceLog user IDs and configure Loggers.

ADPCM

Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol. ADPCM 16 compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.

198 Glossary


AGC

Automatic Gain Control. Input AGC increases the quality of recorded audio by averaging the volume of source audio as it is recorded. Output AGC increases the quality of playback audio by averaging the volume of recorded audio that is playing back.

Agent

Personnel in a contact center who make or answer telephone calls.

Agents View

NICE Monitor window view for the agent list and all the functions corresponding to it.

AIT

Advanced Intelligent Technology. An 8 mm. magnetic tape cassette on which recorded audio can be stored for long-term archiving.

Alarm

Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.

Alarm event

Any event that might occur in a supervised unit that causes the NICE Supervision Station to activate an alarm.

ANI

Automatic Number Identification (Incoming calls). See CLI.

API

Application Programming Interface.

Archiving

Process of copying recorded audio files to DAT cassette for long-term storage.

199 Glossary


Audio Segment

Specific term for a length of audio that is created when audio is recorded from a start time to a stop time that are defined by parameters that are customized for your NiceLog System.

CDR

Call Details Reports

Channel

A transmission path between two points. It is usually the smallest subdivision of a transmission system by means of which a single type of communications service is provided. It is also referred to as a line.

Channels Mode

NICE Monitor window view for the channel list and all the functions corresponding to it.

CLI

Calling Line Identity. See ANI.

Client

A computer which accesses files or other services from a second computer called a server. Some processing may take place on the client machine but generally the server handles most of the information processing.

CLS

Call Logging System.

Coldstart Logger

To restart the NiceLog Logger and delete its stored audio.

Connected Logger

The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the NiceLog Workstation application.

200 Glossary


CTI

Computer Telephony Integration. CTI is a term used for connecting a computer (single workstation or file server) on a local area network (LAN) to a telephone switch (usually a PBX or ACD) for the purpose of adding enhanced routing.

Typically it means the exchange of information between the telephony system and the host computer for smart handling of call routing.

DAT cassette

Digital Audio Tape cassette. A 4 mm.magnetic tape cassette on which recorded audio can be stored for long-term archiving.

DAT deck

Drive mechanism in the Logger used for archiving and retrieval of recorded audio to DAT cassettes. A Logger can be equipped with either one or two DAT decks.

DAT Mirroring

Optional feature which performs archiving of the same recorded audio to two DAT cassettes concurrently.

DCF77

An optional card installed in the NICE Supervision Station to receive code from an external DCF77 system in Western Europe.

DDI

Direct Dialing in Number.

DID

Direct Inward Dialing.

NiceLog Digital Voice Logging System

System used for the recording, playback, and archiving of audio from multiple sources. Comprised of one or more Loggers, and applications.

201 Glossary


DNIS

Dialed Number Identification Service. Destination telephone number dialed by the incoming caller. An example is the last digits of a 1-800 telephone number.

DTMF (Dual-Tone Multi-Frequency)

Describes digits dialed on a TouchTone telephone. DTMF digits dialed by a caller can be recorded with audio on the NiceLog Logger.

DTMF Recording on Demand

An option that enables you to control recording on your personal extension by entering pre-defined codes using your TouchTone telephone.

Energy Detector

Type of Activity Detector based on average volume of the audio signal on the input channel.

Free Seating by Agent Username

Free seating by Agent Username allows the agent to sit at different locations with different extensions while using the same workstation at every work session.

Free Seating

Free seating allows the agent to sit at different locations with different extensions at every work session.

G729A

Advanced Compression Algorithm. Optional audio compression rate, implemented with the UDA card.

Input Channel

Physical input on the Logger used to connect an audio source to the Logger.

Local Sound Card

Sound card, or multimedia card (e.g., Soundblaster) installed in the PC where you perform playback. Required to play audio through the PC speaker via the LAN.

202 Glossary


Logger

NiceLog Voice Logger. The basic unit of the NiceLog Digital Voice Logging System. Controlled by the NiceLog workstation applications, the Logger performs audio recording, playback, retrieval, archiving, and other operations.

Magneto Optical disk (MO)

Storage device that uses a laser beam to store information on a magnetic surface.

Maximum activity rate

Percentage of audio activity detected on the input channel during the specified time period (typically 1 hour).

Media Label Printer

Optional label printer dedicated to the NICE Supervision Station, which prints ID labels for archiving media that are ejected from the archiving deck(s) in each Logger in the NiceLog Digital Voice Logging System.

Media Library

Optional feature which keeps track of the DAT cassettes or other archiving media, and controls the Media Label Printer.

Minimum activity rate

Percentage of audio activity detected on the input channel during the specified time period (typically 72 hours.)

Monitoring

Listening to audio as it is being received by an input channel in a Logger.

Output channel

Physical output on the Logger to which an audio output device is attached to enable playback of recorded audio and monitoring of audio as it is received by the Logger.

203 Glossary


Output device

Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to an output channel on the Logger. Audio from playback or monitoring is reproduced through the output device connected to the selected output channel.

PCM

A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.

Playback

Reproduction of recorded audio on an output device.

Position

Logical grouping of multiple input channels which represents the input devices (e.g., headset, handsets) that are physically located at a single seat or position. Input channels can be displayed grouped in positions in the NiceLog Query application.

Pre-defined Selective Recording

An option that enables you to sum multiple devices to one input channel of a Logger.

NICE Query application

Windows-based software application that enables NiceLog users to quickly find, retrieve and play audio segments that are stored on any Logger or archiving media created in the NiceLog System.

Random Monitoring

NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for quality assurance.

Recording on Demand

An option that enables you to click an icon in the Recording on Demand window in order to stop and start recording on your extension at your request.

204 Glossary


Recording

• The process of storing audio from an audio source (i.e., a telephone or radio) on the hard disk of a Logger.

• A unit of recorded audio. The audio that is recorded on a single input channel between the time the recording process is started on the channel and the time it is stopped.

Reproducer

Computer in which one or two archival decks are installed to enable retrieval of archived audio from archiving media to a NiceLog Logger. A Reproducer computer with two DAT decks can also be used for DAT cassette duplication.

Retrieval

The process of copying archived audio from archival media to the hard disk of the connected Logger, for the purpose of playback.

RTS (Remote Tape Server)

A server containing DAT drives operating remotely with a Logger over a dedicated Fast Ethernet LAN.

Self-Test

BIT (Built-In Test) performed periodically by each Logger to check the status of its various hardware components and software operations.

SNMP

TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached.

Supervised unit

Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE Supervision window.

Supervisor

Person in charge of administrating NICE Supervision.

205 Glossary


NICE Supervision application

Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise system-wide Logger events in multi-Logger systems.

NICE Supervision Station

Computer that runs the NICE Supervision application.

NiceLog System Administrator

NiceLog user defined automatically when the NiceLog workstation software is installed. the NiceLog System Administrator has full access to all Loggers, channels, and NiceLog applications. The only user who can log in to the NICE Administrator application.

sysadm

User ID of the NiceLog System Administrator.

TDA (Texas Instruments DSP Array)

A card which enables high-audio compression rates. See ACA.

Threshold

The maximum level of noise in the channel before it is considered Active. The default value is 39.

Transcription

An option that enables you to open a Word document and to control playback while transcribing a recording.

Trunk Side

Trunk side connections connect the system to other switching systems.

Trunk

A communications line between two switching systems. A tie trunk connects PABXs. Central Office trunks connect a PABX to the switching system at the central office.

UDA

A card which enables high-audio compression rates. See G729A.

206 Glossary


VOX

An optional type of Activity Detector that recognizes the characteristics of human speech in input signals and rejects noise.

Index


207

Index

AAccess all Users 106, 110, 118, 195Access rights, see PrivilegesActivity statistics 53Adding

Media Library Server 162NiceCLS Servers 90

AGC 56Agent

mapping 96Agent ID for Free seating 107Agents

defining 113overview 107

Archivingaudio 69automatic 69device 84manual 76using autoloader 73

Area code filtering 156Audio

archiving 69deleting 83retrieving 69segment parameters 41, 43

Audio input channelsparameters 49setup 48

Autoloader 73, 76Automatic archiving

disabling 75enabling 69

Automatic deletion parameters 41, 44

CCall data field

Auditing Program 147Recording Program 147

Cassetteidentification 171labeling 170

Channelization 71Channels 38

audio input 48CLS Server, see NiceCLS ServerClustering 91Compression 55

DData Line connections 63Data Lists

editing 102Database connection 18Defining

database connection 18N+1 Logger chain 67output buses 59Output Manager 58

Deletingaudio 83Logger definition 68Media Library Server definition 167NiceCLS Server definition 104NiceLog Logger definition 68Output Manager definition 59recording program 159

Disablingarchiving device 84automatic archiving 75

Displaying archiving device information 85

EEditing Data Lists 102Editing System Lists 99Enabling archiving device 84Extension ID for Fixed seating 107External Logger

retrieving data 82

FFiltering

groups list 136

Index


208

users lists 133Fixed seating 107Free seating 107Free Seating by Agent Username 107Front panel LEDs 178

GGroup Leaders, see Group MembersGroup Members

adding 123overview 107

Groups, see User groups

IIcons 34Identifying agents 113Identifying cassettes 171Input channels 38

LLabeling cassettes 170LEDs 178List Editor

data lists 102system lists 99

Listsdata 102system 99

Loggersaudio input channels 48deleting definition 68front panel LEDs 178N+1 chain 67visual inspection 176

LoginNICE Administrator 18NICE Toolbar 16

Login ID for Free seating by Agent Username107

MMaintenance

general 175preventive 176routine 176

Managingmapping tables 94Media Library Server 161NiceCLS Server 89

NiceLog Loggers 35site security 31user groups 105users 105

Manual archiving 76Manual cassette labeling 170Mapping tables

agent name 96changing entry values 97examples 95overview 94telephone book 95

Media cassette labeling 170Media Library Server

adding 162delete definition 167managing 161modify definition 167working with 168

Members, see Group MembersMirroring 72Modifying

Media Library Server definition 167NiceCLS Server definition 104NiceLog Logger definition 68Output Manager definition 59

Multiple NiceCLS Servers 93

NN+1 Logger chain 67NICE Administrator

icons 34site access privileges 24site name 24window components 23

NICE Backup 69NICE Toolbar application 16NiceCLS Recording Planner application

starting 145NiceCLS Server

adding 90adding a user 113adding multiple 93assigning user priviliges 120deleting definition 104front panel LEDs 178managing 89modifying definition 104secondary 91visual inspection 176

NiceLog Loggers

Index


209

deleting definition 68managing 35modifying definition 68

NiceUniversecreating files for 138

OOutput buses

definition 59Output channels 38Output Manager

defining 58deleting definition 59modifying definition 59

PPassword

assigning 111changing 33parameters 28policy 28restrictions 111

Playback division 32Preventive maintenance 176Printing archiving device reports 86Privileges

application 24assigning for the site 24assigning to User Groups 124assigning to users 116defaults for user groups 124defaults for users 112guidlines for assigning 116profiles 109Same as User 109special cases 110to NiceCLS 120

Profilescreating 129guidlines for using 116overview 109using 117

RRecording on Demand 41Recording program

area code filtering 156deleting 159preventing recording 155

Recording Program Definition

Filter tab 148, 152General tab 148Scope tab 148, 149Target tab 148, 152

Redundancy 91Remote database 91Resources

adding to user groups 125adding to users 117

Retrieving audio 69Retrieving Data from an External Logger 82ROD 41Routine maintenance 176

SSame as User 110, 117

guidelines for using 116overview 109

Secondary server 91Segment parameters 41, 43Segments 32, 54Selective recording

restrictions when mapping 95setting up 143setting up predefined 63wildcards 154

Setupaudio input channels 48audio segment parameters 41, 43automatic deletion parameters 41, 44ROD parameters 41test tones parameters 41

Siteaccess privileges 24name 24password policy 28security 31

Status report 86Summed input 63System Lists 99

TTest tones parameters 41Toolbar, NICE application 16Trunk connections 63Trunks

configuring 39

UUser groups

Index


210

adding new 123adding resources 125assigning privileges 124deleting definitions 128filtering lists 136managing 105modifying definitions 128overview 108

User Information Files 138Users

adding new 111adding resources 117assigning privileges 116defining on NiceCLS Servers 113deleting definitions 122evaluations 115filtering lists 133

graduation details 115managing 105modifying definitions 122overview 106personal details 115profiles for privileges 129

VVisual inspection 176

WWarning tones 56Wildcards for selective recording 154Windows Login ID 107

Documents

8.9 Administrators Guide