NICE Administrators Manual 8.9

8/13/2019 NICE Administrators Manual 8.9

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8.9NICE Administrator's Manual

385A0119-06 Rev. A

January 2004


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NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or

entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly

by any NICE product. This includes, but is not limited to, any interruption of service, loss of

business or anticipatory profits or consequential damage resulting from the use or operation of any

NICE products.

Information in this document is subject to change without notice and does not represent acommitment on the part of NICE Systems Ltd. The systems described in this document are

furnished under a license agreement or nondisclosure agreement.

All information included in this document, such as text, graphics, photos, logos and images, is the

exclusive property of NICE Systems Ltd. and protected by United States and international

copyright laws.

Permission is granted to view and photocopy (or print) materials from this document for personal,

non-commercial use only. Any other copying, distribution, retransmission or modification of the

information in this document, whether in electronic or hard copy form, without the express prior

written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted

copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author

attribution, trademark legend or copyright notice shall be made.

All contents of this document are: Copyright 2004 NICE Systems Ltd. All rights reserved.

This product is covered by one or more of the following US patents:

360

o

View, Agent@home, Executi ve Connect, Executive I nsight* , Exper ience Your Customer,I nvestigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mir ra, My Universe, NICE,

NiceAdvantage, NI CE Analyzer, Ni ceCall , NiceCall Focus, NiceCLS, NiceCMS, NI CE

Feedback, NiceF ix, N iceGuard, NICE Learning, NICE L ink , NiceLog, NICE Playback

Organizer, Ni ceScreen, NiceSoft , NI CE Storage Center, NiceTrack, NiceUn iverse,

NiceUni verse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro,

Ni ceVision Vir tual, NiceWatch, Renaissance, ScreenSense, Scenar io Replay, Secure Your

Vision, Tienna, Wordnet and other product names and services mentioned herein are

trademarks and registered trademarks of NI CE Systems L td. Al l other r egistered and

unregistered trademarks are the property of their respective owners.

*in Australia only

385A0119-06 Rev. A1

5.353.168 5.861.959 5.937.029 6.122.665 6.046.824 6.330.025 6.542.602


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

Center:

EMEA Region: (Europe, Middle East, Africa)

Tel: +972-9-775-3800

Fax: +972-9-775-3000email: [email protected]

APAC Region: (Asia/Pacific)

Tel: +852-8338-9818

Fax: +852-2802-1800

email: [email protected]

The Americas Region: (North, Central, South America)

Tel: 1-800-NICE-611

Fax: +720-264-4012


Israel:

Tel: 09-775-3333

Fax: 09-775-3000


For general information on NICE Systems products please contact your local distributor or the

nearest NICE Systems office:

Please send all queries, comments, and suggestions pertaining to this document to

[email protected]

International Headquarters-Israel

Tel: +972-9-775-3100

Fax: +972-9-775-3070


North America

Tel: 1-800-663-5601

Fax: +201-356-2197


United Kingdom

Tel: +44-8707-22-4000

Fax: +44-8707-22-4500

Germany

Tel: +49-(0)-69-97177-0

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

France

Tel: +33-1-41-31-80-30

Fax: +33-1-41-31-80-49

Hong-Kong

Tel: +852-2598-3838

Fax: +852-2802-1800


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Contents

NICE Administrators Manual V8.9 Rev. A1

5

Contents

I n t roduc t i on 11

About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Site Configuration Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1Gett ing Star ted 15

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

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

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

Window Component Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

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

Specifying the Site Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

Assigning Site Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Assigning NICE Application Privi leges . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Assigning Data Field Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

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

Defining Password Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

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

Changing the NICE Administrator Password. . . . . . . . . . . . . . . . . . . . . . . . .34

Viewing the Legend of NICE Administrator Icons . . . . . . . . . . . . . . . . . . . . . 35

2Manag ing N iceLog Log gers 37

Defining New Voice and VoIP Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Adding a Remote Tape Server (RTS) to the Logger Definition . . . . . . . . . . 43

Setting Up Additional Features for a Logger . . . . . . . . . . . . . . . . . . . . . . . . 44

Defining New Screen Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49


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6Contents


Setting Up Audio Input Channels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Audio Input Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Audio Activity Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Audio Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Defining Input Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Setting Up the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Defining the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Modifying the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Deleting the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Defining Output Buses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Defining Output Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Setting Up Predefined Selective Recording. . . . . . . . . . . . . . . . . . . . . . . . . . 68

Defining an N+1 Logger Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Backup and Retrieval Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Setting Up Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Setting Up Automatic Archiving with an Autoloader Device . . . . . . . . . . 78

Disabling Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Manually Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Retrieving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Retrieving Audio from Archiving Media . . . . . . . . . . . . . . . . . . . . . . . . . 84

Retrieving Data from an External Logger . . . . . . . . . . . . . . . . . . . . . . . . 87

Deleting Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Enabling/Disabling an Archiving Device . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Displaying Archiving Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Printing Archiving Device Status Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 91

3Managing NiceCLS Servers 93

Adding a New NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Adding Multiple NiceCLS Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97


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Managing NiceCLS Mapping Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

What are Mapping Tables? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Mapping Table Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99

Telephone Book Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Agent Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Customer Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Changing a Mapping Table Entry Value . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Managing System Lists for NICE Administrator . . . . . . . . . . . . . . . . . . . . . 103

Managing Data Lists for NICE Forms Designer . . . . . . . . . . . . . . . . . . . . . . 106

Modifying a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Deleting a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

4Manag ing Users and User Groups 109

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Adding New Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Defining a User as an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Adding Personal Details to a User Definition . . . . . . . . . . . . . . . . . . . . . . . 116

Assigning User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Assigning a User Access to All Users . . . . . . . . . . . . . . . . . . . . . . . . . 119

Assigning NiceCLS User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Modifying User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Deleting User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Adding New User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Assigning User Group Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Modifying User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Deleting User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

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

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

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

Restoring the User Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137


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8Contents


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

User Information Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

5

Set ting Up Selec t i ve Record in g 143Starting the NICE Recording Planner Application. . . . . . . . . . . . . . . . . . . . 144

Setting Up a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

Specifying General Criteria for a Program. . . . . . . . . . . . . . . . . . . . . . . . . . 148

Scheduling a Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Specifying a Target in a Recording Program . . . . . . . . . . . . . . . . . . . . . . . 151

Specifying a Filter in a Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Viewing the Status of Your Sites Programs . . . . . . . . . . . . . . . . . . . . . . . . 156

Deleting a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

6Managing the Media Library Server 159

Adding a New Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Modifying Media Library Server Definitions . . . . . . . . . . . . . . . . . . . . . . . . 165

Deleting a Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Working with the Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Printing Media Cassette Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166Manually Labeling Media Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Identifying Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

7Maintenance 173

Preventive Maintenance Timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

General Routine Visual Inspection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Logger/Server LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

SONY AIT Drive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

AIT Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

SONY Magneto Optical (MO) Drive Maintenance . . . . . . . . . . . . . . . . . . . . . 177

MO Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177


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DAT Drive and Cassette Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

DAT Drive LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

HP DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

SONY DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

DAT Drive Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179DAT Cassette Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Air Filter Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Media Label Printer Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

AUser Pr iv i leg es 183

Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

CLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

Glossary 195

Index 205


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11

Introduction

Welcome to the NICE Administrators Manual.

This manual covers the tasks that the NICE (System) Administrator performs to configure andmaintain 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 configuresystem resources, which include the following:

Users and User Groups

NiceCLS Servers

Audio Input Channels

Audio Output Devices

NiceScreen Loggers

Media Library Server

The NICEAdministrator application is described in this manual.

NICE Query Application used to locate and play recorded audio. NICEQuery isdescribed in theNiceLog Users Manual.

NICE Supervision Applicationthat generates alarms if system failure occurs, andmaintains a log of system events. NICE Supervision is described in

theNICE Supervision Users Manual.

NICE Monitor Applicationused to monitor live audio. NICEMonitor is describedin theNiceLog Users Manual.

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

Installation Guide.
http://../NiceLog/NL89UM.pdfhttp://../Supervision/Sup89.pdfhttp://../NiceLog/NL89UM.pdfhttp://../NiceLog/NL89UM.pdfhttp://../Supervision/Sup89.pdfhttp://../NiceLog/NL89UM.pdf


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12


About This Manual

About This Manual

This 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 NICEAdministrator, 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.


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13


Site Configuration Workflow

Site Configuration Workflow

The 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 38)

Adding a New NiceCLS Server (page 94)

Defining New Screen Loggers (page 49)

Defining Output Buses (page 63)

Defining the Output Manager (page 62)

Adding New Users (page 113)

Defining a User as an Agent (page 115) Setting Up User Information Files

(page 138)

Adding New User Groups (page 123)

Adding a New Media

Library Server

(page 160)

Media

Library?

Yes

Define Agents


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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...............................................................34

Viewing the Legend of NICE Administrator Icons.......................................................35


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16Chapter 1: Getting Started


Working with the NICE Toolbar

Working with the NICE Toolbar

The NICE Toolbar window enables quick and convenient launching of the NICE applications.

Each individual module can also be started separately.

To start the NICEToolbar:

1. In the Windows Startmenu, 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 Nameand Passwordfields, 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 theNICE Reporter User Manual.


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Starting NICE Administrator


The 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

onpage 13outlines 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 isnot defined in your workstation.

You want to connect to an undefined NiceCLS database.

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

To start NICE Administrator:

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

The Login NICE Administrator window appears.

Figure 1-2 Login NICE Administrator Window

2. Type your user name in the Login namefield.

3. Type your password in the Passwordfield.

4. Click OK.

A connection is made to the database, and the NICE Administrator window appears. SeeFigure 1-18onpage 35.


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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 sourcebutton to define a database connection, or connect to a different

database.

The Select Data Source window appears.


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Figure 1-4 Select Data Source Window

3. Click the Machine Data Sourcetab.

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 1-3onpage 18.

c. Skip to Step 17onpage 22.

5. Click Newto 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.


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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 Namefield, 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.



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

The Login IDand Passwordfields are enabled.

12. In the Login IDfield, type sa.

Leave the Passwordfield empty and click Next.



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

Next.



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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 1-3onpage 18.

17. In the Login NICE Administrator window, type your Login nameand Passwordand 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.


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NICE Administrator Window Components

NICE Administrator Window Components

NICE 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 ofdefinitions in the Resource Definition area. When a resource is dragged to the Shortcut Bar, anicon 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 - Groupsbutton, or the Serversbutton in the Shortcut Bar to displayshortcuts for that category.

When you make changes to one resource definition, and move on to another resource in theResource List, you are prompted to save the changes you made. If you clickYesin 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 Savein 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, makesure that the new resource is selected in the Resource List and click Deletein the toolbar.

Menu Bar

Toolbar

ShortcutBar

ResourceList

ResourceDefinition

Area

Status Bar


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Setting Up Site Name and Access Privileges


The 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 Sitein the Resource List, and click the Generaltab

in the Resource Definition area.

The Generaltab appears (see Figure 1-12onpage 23).

2. In the Namefield, 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 are bound by

the privileges the System Administrator sets at the site level.

A complete list of available privileges, along with a brief explanation and suggested assignments

can be found in User Privileges onpage 183.

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 NICEAdministrator window, select Sitein 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.


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The Privilegestab 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

onpage 109.4. When you are finished defining site level privileges, click Savein the toolbar to save the

changes you made.

Assigning Data Field Privileges

Data fields are fields in the NICEapplications 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


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To set data field privileges for the entire site:

1. In the NICE Administrator window, select Sitein the Resource List, and click the Columns


The Columnstab 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 Namecolumn, double-click the name of the field, and

type the new name.

3. In the View, Queryand Editcolumns, mark the checkbox to enable/disable the data field for

the entire site.

4. Double-click in the User Definedcolumn 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 fieldthat 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 theNiceLog Users Manual.
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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 Savein 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 93.


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Defining the Site Password Policy


The 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 onpage 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 Sitein the Resource List, and click the Passwords


The Passwordstab appears.

Figure 1-15 Site Password Setup

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

NOTE:A Users password cannot be identical to the Users first name, last name,

login name, or extension. Additional restrictions can be applied by selecting the Strict

password checkingoption on the Passwords tab. See Figure 1-15on page 28.

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

expire.


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

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

5. In the Password Checkingarea, set the following options:

6. In the Forbidden Passwordsarea, you can define passwords that may not be used by users

in the system.

The options in this area are as follows:

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 changedonly 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 trailingblanks.

The password cannot have more than two identicalconsecutive characters.

The password cannot contain only digits or onlyletters.

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

The Forbidden Password window appears.


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

The password information you specified is saved.

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.


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Managing Site Security


Site 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 Sitein the Resource List, and click the Security


The Securitytab appears.

Figure 1-16 Site Security Setup


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2. In the Accountarea, the options are as follows:

3. In the Application Auto-Lockarea, you can set the idle time after which any application thathas 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 __ secondsoption 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 Passwordarea, the options are as follows:

For more information about Dual Password Playback, see theNiceLog Users Manual.

6. In the Playback Division for Long Callsarea, you can set the number of minutes for each

segment of a long call.

Lockout after __ bad login

attemptsSpecify how many login attempts the user will have

before being locked out of the system.

Lockoutrefers to when the system disables a users

account. In this case, the user no longer has access to

NICE applications. To enable a locked out account, theSite Administrator must unmark the Account Locked

Outoption in the NICE Administrator application User

Definition section. (See Managing Users and User

Groups onpage 109for 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 intervaloption 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 __ minutesAfter 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 inorder for a user to listen to recordings other than his own.
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7. In the Windows Username Uniquenessarea, 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 Savein the toolbar.

The security information you specified is saved.


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Changing the NICE Administrator Password

Changing the NICE Administrator Password

NICE 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 forfield displays the currently logged-in user.

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

3. In the New passwordfield, type the System Administrators new password.

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

5. Click OK.

The System Administrators password is changed to the one you specified.


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Viewing the Legend of NICE Administrator Icons

Viewing the Legend of NICE Administrator Icons

NICE 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


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Chapter 2: Managing NiceLog Loggers


37

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 .........................................................................38

Defining New Screen Loggers.......................................................................................49

Setting Up Audio Input Channels..................................................................................51

Defining Input Channel Groups.....................................................................................60

Setting Up the Output Manager.....................................................................................62

Defining Output Channel Groups..................................................................................66

Setting Up Predefined Selective Recording.................................................................68

Defining an N+1 Logger Chain ......................................................................................72

Modifying a Logger Definition .......................................................................................73

Deleting a Logger Definition..........................................................................................73

Backup and Retrieval Operations .................................................................................74


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38Chapter 2: Managing NiceLog 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 theNiceLog 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 NiceLogappears in the Resource List under Site, Servers, Loggers.

The Generaltab 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 Generaltab as follows:

IMPORTANT

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

Name: Type the name of the Logger.

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


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The Browse Loggers window appears.

Figure 2-2 Browse Loggers Window

To update the list of Loggers, click Refresh.

Select the Logger you want to connect to and click OK.

The system connects with the Logger and the information about the Logger is displayed in the

Capabilitiesarea of the Generaltab. Advanced processingshows which type of Logger

was selected. The Backuptab disappears when not relevant for the selected Logger.

3. If you want the Logger to retrieve archived audio, select For retrieval. This parameterprovides the Logger with some degree of priority over other Loggers during QueryandLocate.

4. Click Savein the toolbar to save the Logger definition.

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.

TIP: To sort the table in ascending order, click on a column heading. Double-click to

sort in descending order.

IMPORTANT

You must save the Logger definition before you continue to ensure that the proper connection is

made to the database.


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Figure 2-3 NICE Administrator Window - General tab

The definition is saved, and a Setupbutton appears in the Generaltab.

You use the Setupbutton for defining Audio Segments, Recording On Demand,

Automatic Deletion, andTest Tones. The availability of these features vary for each Logger

type and each Logger configuration. See Setting Up Additional Features for a Logger

onpage 44, for details on setting up these features.

5. Click the Channels tab.

The Channelstab appears.

NOTE: The Backuptab disappears when not applicable.


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Figure 2-4 NICE Administrator Window - Logger Channels Tab

6. In the Channelstab, 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.

To move channels from the Configuredlist to the Not configuredlist, select one ormore channels from Configuredlist in either the Input Channelsor the Output

Channelsarea and click one of the following buttons:

To move channels from the Notconfiguredlist to the Configuredlist, select one ormore channels from Notconfiguredlist in either the Input Channelsor the Output

Channelsarea and click one of the following buttons:

IMPORTANT

There is a separate set of buttons for the Input and the Output areas. Use the buttons located in

the area of the selected channels.

Moves the selected Input/Output channel(s) from the Configured

list to the Not configuredlist.

Moves all Input/Output channels that appear in the Configuredlist

to the Not configuredlist.

Moves the selected Input/Output channel(s) from the Notconfiguredlist to the Configured list.

Moves all Input/Output channels that appear in the Not configured

list to the Configured list.


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7. .Click Savein the toolbar to save the channel configuration.

8. For High Density Loggers, you can optionally change the configuration property of eachtrunk. click the Trunkstab.

9. The Trunkstab appears.

Figure 2-5 NICE Administrator Window - Trunks Tab

To move trunks from the Configuredlist to the Notconfiguredlist, select one or moretrunks from the Configuredlist and click one of the following buttons:

To move trunks from the Not configuredlist to the Configuredlist, select one or moretrunks from the Not configuredlist and click one of the following buttons:

TIP: You can select more than one channel at a time, by either pressing and holding

the Shiftkey while selecting the first and last channels in a range, or by pressing and

holding the Ctrlkey while making multiple selections.

Moves the selected trunk(s) from the Configuredlist to the Not

configuredlist.

Moves all trunks that appear in the Configuredlist to the Not

configuredlist.

Moves the selected trunk(s) from the Not configuredlist to the

Configured list.

Moves all trunks that appear in the Not configured list to the

Configured list.


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3. Click the Backuptab.

The Backuptab appears. See Figure 2-6onpage 43.

To add an RTS device:

1. Click the Addbutton in the Backuptab. See Figure 2-6onpage 43.

The Add Remote Tape Server Window appears.

Figure 2-7 Add Remote Tape Server Window

2. Enter the Network addressand the Index of device on RTS machine.

3. Click OK.

The new RTS device appears in the preview area in the Backuptab.

4. Click Savein 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:

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.)


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Features are added from the Generaltab of the Logger definition. After the Logger definition is

saved, a Setupbutton appears.

Figure 2-8 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 Generaltab of the Logger definition appears in the Resource Definition area. See

Figure 2-8onpage 45.

To setup additional features for your Logger definition:

1. In the Generaltab, click the Setupbutton. See Figure 2-8onpage 45.

The Setup window appears.

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 theswitch to the Logger in order to check the Loggers connections.

(This feature is available for SCSA II Loggers (PCI Loggers) with

ISAC2 cards only.)

Setup


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Figure 2-9 Setup Window - Segments Tab (shows all options)

2. Specify values for the following fields in the Segmentstab:

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

NOTE:

The DTMFarea appears only when defining Loggers that use DTMF. RODis an optional component and does not appear in all configurations. It is not

available for any of the VoIP Loggers.

For VoIP Loggers, the Segmentstab does not contain the Minimum lengthparameter or the DTMF area.

For VoIP Loggers, the Automatic Deletiontab appears.

The Test Tonestab 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 2-8

on page 45.)

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.


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Figure 2-10 Setup Window - ROD Tab

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 Deletiontab, choose the option to be used when the Loggers hard disk

becomes full.

Figure 2-11 Setup Window - Automatic Deletion Tab

5. In the Test Tonestab, select one or two time slots for each data line requiring test tones.

Stop recording input channels The Logger stops recording new audio.

Delete oldest recorded audio When the Loggers 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.


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Figure 2-12 Setup Window - Test Tones Tab

6. Click OK to close the Setup window.

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

NOTE: Only time slots 0 and 62 can be used for test tones. Time slots that have been

configured for selective recording are identified by their icon and cannot be set for test

tones.


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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 Generaltab of the Screen Logger definition appears in the Resource Definition area.

Figure 2-13 NICE Administrator Window - New NiceLog Screen Logger Definition

2. Enter information in the Generaltab as follows:

3. Click Savein 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.


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Figure 2-14 NICE Administrator Window

The definition is saved, and the Capabilities information appears.


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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 (click the + sign) the

Channelsfolder.2. Expand the Input Channels folder.

Input channel setup parameters for the selected channel appears 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 2-15 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.


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Figure 2-16 Setup Audio Input Channel Window

The connected Loggers 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

Name

In theAudio Activity

tab, type a name (up to ten alphanumeric characters) for the selected audioinput 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.

NOTE: You can adjust any parameter for an input channel even while it is recording,

except the Detector Type.


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If no name is specified in the Namefield, the audio input channels 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

You can set the Activity Detectorfor 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 of archiving 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 inputchannel (that is, if the channel is currently receiving active audio).

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 Typedrop-down listfor the selected audio input channel(s).

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


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Depending on how the Logger is configured, one or more of the following types of activity

detectors appear in the Detector Typedrop-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 thresholdmust 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. Sincesilent segments are not recorded to the Loggers 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 50.

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.

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 samelevel.

EXTERNAL External trigger (such as a radio receivers 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.

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


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To set the Activity Detector threshold level:

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

The new threshold takes effect when you click OKat 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 Thresholdlevel to 49

(this is the default).

2. Click OKat 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 theNiceLog Users 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 bythe 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 channels activity detection, check

the channels activity statistics from time to time (described below).

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.
http://../NiceLog/NL89UM.pdfhttp://../NiceLog/NL89UM.pdf


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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 enablecheckbox 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 isactivated (if enabled). Normally, a longer period is appropriate (such as, 72 hours).

Audio Parameters

To set the audio parameters, choose the Audio Paramstab in the Setup Audio Input Channel

window.

EXAMPLE:

If you specify for an audio input channel that the Max. activity rateas 85% and the Max. rateperiodas 2 hours, and the Activity Detector detects that the channel is active 90% of the timeduring a two hour period, the Activity Statistics alarm will activate.


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Figure 2-17 Audio Params Tab

Segments Creation

Specifies the method(s) for defining the start and stop times for recording audio segments for

the input channel(s) selected.

The options available are:

NOTE: Recorded audio is listed and played as audio segments, according to the

following parameters, only in the NICE Query application.

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 onpage 53.
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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 Loggers hard disk. This translates into lower 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 OKat the bottom of the window.

Warning Tones

Mark the Enable warning tonescheckbox 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.

Compression Rates

ACA 5.611.4:1

Compression

5.6 Kbits/sec

ACA 6.4 10:1 Compression 6.4 Kbits/sec

ACA 7.28.8:1

Compression

7.2 Kbits/sec

ACA 8.0 8:1 Compression 8.0 Kbits/sec

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 allconfigurations.


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Input Level Control

You can manually specify an audio channels 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 channels 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 Paramstab, in the Input LevelControl area, mark theAutomatic (AGC)checkbox.

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

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

2. Move the Manualslider right (higher) or left (lower).

3. Click OK.


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Defining Input Channel Groups


An 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 users 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 Newmenu, select Input Channels Group.

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

Figure 2-18 NICE Administrator Window - Channels Tab

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

All of the Loggers input channels appear below the Logger.

3. Select the input channels you want to include in the group and click the Addbutton.


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The selected input channels appear in the Group Channelscolumn in the NICE

Administrator window.

Figure 2-19 NICE Administrator Window - Channels Tab


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Setting Up the Output Manager


The 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 definethe 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 Serverappears in the Resource List under Site, Servers, Others. The Generaltab of

the Server definition appears in the Resource Definition area.

Figure 2-20 NICE Administrator Window - Output Manager Definition

2. In the Namefield, type the name you want for the Server.

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


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In the Network Typefield, click the drop-down list and select TCP/IP.

In the Network Addressfield, enter the address of the Output Manager.

3. When you are finished defining the Output Manager, click Savein 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 (click the + sign) 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:

1. In the NICE Administrator window Resource List, expand (click the + sign) the Site,

Servers, and Others folders.

A list of defined Servers appears under Others.

2. Select the relevant Server and click Deletein 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 Systemmenu of the Administrator window, choose Output Bus Definition.

The Output Bus Definition window appears.


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Figure 2-21 Output Bus Definition Window

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

3. Click Newto define a new output bus.

New Output Bus_1appears in the Output buseslist.

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

In the Available Loggersarea, select the Loggers that include the channels you want to add

to the bus, and add them to the Member Loggersarea as follows:

5.

Documents

NICE Administrators Manual 8.9