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Site Readiness via SRTA Guide for the NICE Project Team
385A1001-01 Rev. A7
October 2012
Site Readiness Tool 4.1
NICE Interaction Management 4.1
NICE Perform 3.2/3.5
Information in this document is subject to change without notice and does not represent a
commitment on the part of NICE Systems Ltd. The systems described in this document are
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attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright © 2012 NICE Systems Ltd. All rights
reserved.
This product is protected by one or more of the US patents listed at www.nice.com/Patents
ACTIMIZE, Actimize logo, Alpha, Customer Feedback, eGlue Interact, FAST, FAST
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Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
5Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Contents
1Introduction to Site Readiness 8
What’s New in this Release of 4.1? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Scope of this Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Before you Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Terminology Used in this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Who’s Who in this Guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14
Overview of the Site Readiness Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
NICE Environments Supported by the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . .16
What Does the SRT Test? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
SRT Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
SRT Workflow for a Clean Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
SRT Workflow for Maintenance and Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . .20
Tips for Database and Data Mart Clusters . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
Prerequisites for Running the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
SRT Port Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
SRT Limitations in NICE Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
2SRT for a New Installation 28
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
Downloading Site Readiness Tool Software . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
Initializing an SRT Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Defining the Site Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
How To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35
Configuring Servers and Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
6
Contents
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Clustered Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
How To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Defining the Configuration of the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . .43
Defining Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Creating the SRT Session, SPC, and ITP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51
Completing the SPC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
Delivery to the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Completing and Delivering the ITP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
AAdditional Features 59
Defining a High-End Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Defining an SQL Farm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Configuring Multi-Data Centers (MDC). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
BCreating an SPC for Maintenance or Upgrade 66
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Maintenance and Upgrade Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
What to Send to the Customer before you Run the SRT. . . . . . . . . . . . . . . . . . .71
Running the SRT with an SRT Session from the Customer . . . . . . . . . . . . . . . .72
Modifying the Site Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Adding or Removing Components and Servers . . . . . . . . . . . . . . . . . . . . . . . . .79
CRunning the SRT in a Cluster Environment 83
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Running SRT in a Cluster Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Adding Components and Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
7
Contents
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
DExporting the SRT Site Map 96
Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Creating an SRT Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98
Exporting the SRT Site Map for NICE Deployment Manager. . . . . . . . . . . . . . .101
ETDM Logger Firewall Settings 105
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
8Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
1
Introduction to Site Readiness
Site Readiness is the process of preparing a site for NICE System implementation. Preparing a
site is a collaboration between you, the NICE Project Team, and the customer. The Site
Readiness Tool (SRT) plays a major role in site preparation.
Contents
What’s New in this Release of 4.1?.................................................................................9
Scope of this Guide........................................................................................................10
Before you Begin........................................................................................................ 11
Terminology Used in this Guide....................................................................................12
Who’s Who in this Guide?..........................................................................................14
Overview of the Site Readiness Tool ............................................................................15
NICE Environments Supported by the SRT ...............................................................16
What Does the SRT Test?..........................................................................................17
SRT Workflow .................................................................................................................18
SRT Workflow for a Clean Installation........................................................................19
SRT Workflow for Maintenance and Upgrade............................................................20
Tips for Database and Data Mart Clusters .................................................................21
Prerequisites for Running the SRT...............................................................................23
SRT Port Usage .........................................................................................................26
SRT Limitations in NICE Environments......................................................................26
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
9
Chapter 1: Introduction to Site ReadinessWhat’s New in this Release of 4.1?
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
What’s New in this Release of 4.1?
The following changes have been made to the current 4.1.104 release of the Site Readiness Tool:
• The Installation Test Plan (ITP) has been redesigned and is generated from within the SRT.
• Added ability to search and filter the list of servers in the Server & Client Configuration
window and in the Tests window.
• Non-clustered components can be installed on a clustered node.
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
10
Chapter 1: Introduction to Site ReadinessScope of this Guide
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Scope of this Guide
Who should use this guide?
This guide is intended for the NICE Project Team. The procedures in this guide are to be
implemented prior to meeting with the customer.
If necessary, the Professional Services Engineer (PSE) can use this guide to run the SRT tests
and create the SRT Site Map (.srt) file. For instructions, see Exporting the SRT Site Map
on page 96.
What is included in this guide?
This guide describes how to run the Site Readiness Tool (SRT) specifically for the following
purposes. Functionality of the SRT that is not relevant for these purposes is not described in this
guide.
For the NICE Project Team:
• Create the SRT Session that you will provide to the customer.
• Create the Site Prep Checklist (SPC) that you will provide to the customer.
• Create the Installation Test Plan (ITP) that you will provide to the customer and to the PSE.
What is not included in this guide?
For these additional related procedures: See the following Guides:
Testing connectivity and machine readiness by
the Customer
Preparing your Site for Implementation - A
Guide for the NICE Customer
To access this guide, use this link and then
expand the Diagnostics and Monitoring
heading:
http://www.extranice.com/EIS/CustomerDocume
ntation/Pages/UserGuides.aspx
From Release 4.1: Exporting the SRT Site Map
(.srt) file required by NICE Deployment
Manager
Note: Although it is mentioned above that this
procedure is included in this guide, this is not
the preferred workflow.
NICE Interaction Management Installation
Guide
To access this guide, use this link and then
expand the Installation branch:
http://www.extranice.com/EIS/ProductDocument
ation/NICEInteractionManagement/Pages/default
.aspx
For Releases 3.2 and 3.5: Testing connectivity
immediately prior to installation
SRT for NICE Perform 3.2/3.5 - A Guide for the
Professional Services Engineer
To access this guide, use this link:
http://www.extranice.com/EIS/ProductDocumentation/DiagnosticsandMonitoring/Pages/SiteReadinessTool.aspx
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
11
Chapter 1: Introduction to Site ReadinessScope of this Guide
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
What is the goal of this guide?
1. Create the SPC that you will need to send to the customer.
2. Create the SRT Session that you will need to send to the customer.
3. Create the ITP that will be used by the PSE to confirm that the site is production ready.
Before you Begin
Before you begin the procedures in this guide, have ready the following:
1. Sales Solution Design
2. NICE Capacity Planner in XML format
Testing readiness for NICE Sentinel - SRT must
be run using the NICE Sentinel Services user
account.
Preparing the site for NICE Sentinel - configure
the servers being monitored by NICE Sentinel.
See SRT Monitoring Readiness in the Sentinel
Installation and Configuration Guide
For these additional related procedures: (Continued) See the following Guides:
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
12
Chapter 1: Introduction to Site ReadinessTerminology Used in this Guide
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Terminology Used in this Guide
This guide uses the following acronyms and terms.
Acronym/Term Description
SRT Site Readiness Tool. Tests the servers at a site to confirm that requirements were
met, and communication between all servers is open. Creates the Site Prep
Checklist (SPC) and the Installation Test Plan (ITP). From Release 4.1 only,
exports the file required by NICE Deployment Manager.
SPC Site Prep Checklist. An Excel workbook created from the SRT. It is a
comprehensive checklist of customized requirements for your site.
It includes all machine and integration specifications, including space and partition
requirements, operating systems, and port accessibility. Specific machine host
names and passwords are not part of the SPC.
ITP Installation Test Plan. A document containing a list of tests to be performed by
the PSE. The purpose of this document is to ensure that the NICE Interaction
Management 4.1 solution is production ready.
NDM NICE Deployment Manager. From Release 4.x and up only. This is the
application that installs and configures NICE Interactions Management on the
servers. NICE Deployment Manager requires the Site Map (SRT file) that is
exported from SRT.
SRT Session An XML file that is created during the initial SRT run and used in all subsequent
SRT runs. During each SRT run, additional information is added to the SRT
Session file, until it contains all of the information needed for a final, and successful
run of the SRT.
In a clean installation, the initial SRT session is created by the NICE Project Team.
For maintenance, upgrades, or troubleshooting, the initial SRT session is created
by the Customer.
SRT Server The machine where the SRT application is run.
Target Machine Any machine that is being tested by the SRT. The SRT Server must have full
access to all Target Machines.
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
13
Chapter 1: Introduction to Site ReadinessTerminology Used in this Guide
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Inventory File
NDM.DB
From Release 4.x and up only. The Inventory file is a Site Map that is created by
NICE Deployment Manager.
In maintenance mode only, if the customer cannot connect to the site to create an
SRT session as a base for maintenance, the NICE Project Team can alternatively
create an SRT session using the latest Inventory file as a base.
The Inventory file is located on the machine where NICE Deployment Manager is
installed. The NICE Project Team must acquire the Inventory file from the customer.
Inventory file location is as follows:
• Microsoft Windows Server 2008: C:\Users\<installation
user>\AppData\Local\NICE Perform Setup
• Microsoft Windows Server 2003: C:\Documents and Settings\<installation
user>\Local Settings\Application Data\NICE Perform Setup
The latest Inventory file is always named NDM.DB. Earlier Inventory files are
saved as backup. They are identifiable by their time stamp.
Acronym/Term Description
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
14
Chapter 1: Introduction to Site ReadinessTerminology Used in this Guide
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Who’s Who in this Guide?
This guide refers to the following roles as part of the preparation and implementation process of
your NICE System.
Role Description
Customer The customer is the organization that purchased a NICE System.
NICE Project
Team
The NICE Project Team refers to the Project Manager (PM), Subject
Matter Expert (SME), or Delivery Solution Architect (DSA).
The NICE Project Team runs the SRT to create the SPC.
In this guide, NICE Project Team depicts the PM, SME and DSA.
PSE Professional Services Engineer or Field Engineer
The Professional Services Engineer (PSE) or Field Engineer, upon
arriving at a site, runs the SRT to verify server readiness and ensure that
nothing changed since the last SRT run. The PSE then runs NICE
Deployment Manager to install and configure the NICE System on the
customer’s servers.
In this guide, PSE will be used to depict the Field Engineer as well.
CSE Client Support Engineer
The CSE runs the SRT in troubleshooting mode as part of handling
service requests.
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
15
Chapter 1: Introduction to Site ReadinessOverview of the Site Readiness Tool
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Overview of the Site Readiness Tool
The Site Readiness Tool (SRT) is run in stages to do the following:
1. Create a comprehensive checklist of requirements, including hardware, software,
network, partitioning, and CTI requirements. This is the SPC that is given to the customer.
This is the goal of this guide.
2. Create the Installation Test Plan (ITP). This is a comprehensive list of tests that must be
completed by the PSE in order to sign-off on completing the installation and to ensure that the
NICE Interaction Management 4.1 solution is production ready.
3. Test all machines to ensure that requirements were met and communication between the
machines is open. This allows for a smooth installation and can avoid costly delays. This
should be done by the customer and is described in Preparing Your Site for Implementation,
the guide which you supply to the customer.
4. From Release 4.1: Export the SRT Site Map (.srt) file. This file contains server distribution
and machine host names for import into NICE Deployment Manager. This file is mandatory
for Release 4.1 and higher. It must be created within 24 hours prior to starting NICE
Deployment Manager. This procedure is described in NICE Interaction Management
Installation Guide.
You, as the initiator of this project, will do the following:
• Download the latest SRT and run it on your machine to create a new session.
• Define the Applications Package and all machines according to the Sales Solution Design.
• From Release 4.1: Import the NICE Capacity Planner into the SRT.
• Export the Site Prep Checklist (SPC) from the SRT.
• Export the Installation Test Plan (ITP) from the SRT.
• Send the customer the following:
a. The SRT Session after you run the SRT.
b. The SPC.
c. The following link, enabling the customer to download the SRT application. http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/By%20Tool%20Type.aspx
d. Preparing Your Site for Implementation - this is a short document that instructs the
customer on how to work with the SPC and how to run the SRT. You should review the
contents of this guide before sending it to the customer. Use this link to access the guide
and then expand the Diagnostics and Monitoring heading:
http://www.extranice.com/EIS/CustomerDocumentation/Pages/UserGuides.aspx
IMPORTANT
The SRT Session and SPC that you create contain the core information of the package. These
will affect the entire project delivery.
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
16
Chapter 1: Introduction to Site ReadinessOverview of the Site Readiness Tool
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Tips for when presenting to the customer
Stress to the customer the importance of their role in running the SRT. Use the following points as
a guide:
• Running the SRT ensures that all servers are prepared and ready when the PSE arrives to
install the NICE System. This will avoid delays in installation and be cost-efficient.
• The SRT provides the customer with a sense of control and ownership, hence a vested interest
in the outcome of the installation.
• The customer must use the SRT Session provided. This will pre-populate the SRT with data
specific to the customer. The customer needs only to add server host names and credentials,
and then test connectivity. Time spent running the SRT is minimal.
• Having the customer prepare the site and run the SRT enables the customer to retain control of
their system and avoid giving you, or the PSE, remote access to their servers. For sites with
strict access policies, this is a significant benefit.
NICE Environments Supported by the SRT
Version 4.1 of the Site Readiness Tool (SRT) is applicable when installing, maintaining, or
upgrading to the following releases:
• NICE Interaction Management 4.1 - Running the SRT is mandatory prior to this installation
• NICE Perform 3.5
• NICE Perform 3.2
The SRT determines prerequisites according to the following guidelines:
• Certified Servers Guide
• Design Considerations Guide
• Sales Solution Design
• NICE Capacity Planner (Release 4.1 only)
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
17
Chapter 1: Introduction to Site ReadinessOverview of the Site Readiness Tool
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
What Does the SRT Test?
The SRT verifies the prerequisites required for successfully installing NICE Perform/NICE
Interaction Management Servers and Clients and/or upgrading or expanding NICE Perform/NICE
Interaction Management Servers.
Following is a list of the requirements that the SRT tests:
• Network Requirements - Tests that all the necessary ports for NICE Perform/NICE
Interaction Management are available for use and that all network transport paths between the
site components are free.
• Hardware Requirements - Tests that the network interface, CPU, memory, the system
manufacturer, model, and additional hardware components are compatible with the
requirements of the Certified Servers Guide and Design Considerations Guide.
• Software Requirements - Tests that all the required software components are installed and
configured according to the requirements of the Certified Servers Guide.
Example: When performing the Operating System Version test, the SRT verifies that the
operating system installed on the tested machine matches one of the operating systems
certified for that machine according to its configuration in the SRT (that is, for the deployment
software package and for the components selected for each machine, according to the Certified
Servers Guide).
• Partitioning Requirements - Tests that the physical drive, array, partition and size, meet the
requirements in the Certified Servers Guide. See the Certified Servers Guide for further
details.
• Integration Readiness Requirements - Tests Integration functionality for various major
integrations. These tests include Integration server connectivity, device monitor and intrude
commands, etc.
• Security Requirements - Validates that the system security is configured to comply with the
requirements in Best Practices for Third Party Software.
Example: This test validates that a User account for NICE Services is configured on the
system and with the privileges necessary to access the registry or certain folders, and so on.
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
18
Chapter 1: Introduction to Site ReadinessSRT Workflow
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
SRT Workflow
The following workflow depicts preparing a site using the SRT.
For Maintenance and Upgrade, a discovery task is run by the customer, using the SRT to initiate
the SRT Session. This SRT Session is given to the NICE Project Team. Then this flow begins.
For additional information, see one of the following:
• SRT Workflow for a Clean Installation on page 19
• SRT Workflow for Maintenance and Upgrade on page 20
• Tips for Database and Data Mart Clusters on page 21
NICE Project Team
8. Advise
Customer on
corrective actions
7. Discuss SRT
results with
Professional
Services Engineer
for approval
SRT results questionable
NICE Project Team
Customer
Professional Services Engineer
1. Run SRT to
create the SRT
Session, SPC, and
ITP according to
Site Design
2. Save the SRT
Session as an
XML file and the
SPC and ITP as
Excel workbooks
3. Send the SRT
Session, SPC,
SRT application,
and a link to the
Education Portal
to the Customer
4. Following the
SPC, prepare the
site
5. Run the SRT
using the SRT
Session to test the
system and
generate reports
6. Send the
updated SRT
Session, Reports,
and signed SPC to
the NICE Project
Team
9. Arrive at site
and run SRT to
confirm readiness
and export the
SRT Site Map
SRT results approved
10. Perform the
installation via
NICE Deployment
Manager (NDM)
11. Test the
system according
to the ITP
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Chapter 1: Introduction to Site ReadinessSRT Workflow
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
SRT Workflow for a Clean Installation
The following workflow depicts the flow for preparing a site using the Site Readiness Tool.
Table 1-1: SRT Workflow for a Clean Installation
Who runs the SRT? What is the purpose of running the SRT?
1. NICE Project
Team
The NICE Project Team runs the SRT to initiate the SRT Session and
create a Site Prep Checklist (SPC) and Installation Test Plan
(ITP). After reviewing the SPC and ITP, the SRT Session and SPC are
sent to the customer. The ITP is sent to the PSE.
For details, see SRT for a New Installation on page 28.
When there are clustered servers other than the database and data
mart servers, see Running the SRT in a Cluster Environment
on page 83.
2. Customer The customer receives the SRT Session and SPC from the NICE
Project Team. The customer follows the instructions in the SPC and
prepares the machines at the site. Once the customer has prepared all
of the machines, the customer runs the SRT with the SRT Session,
adding machine host names, usernames, and passwords when
requested. The SRT tests connectivity to all machines, confirms
communication between the machines, and verifies that all
requirements were met. A report is produced which shows that all
requirements from the SPC were met successfully. The customer
returns the final SRT Session, the signed SPC, and the SRT report to
the NICE Project Team.
For details, see the Preparing Your Site for Implementation Guide.
3. NICE Project
Team
The NICE Project Team reviews the SRT results. If corrective actions
are required, then the NICE Project Team advises the Customer on
actions to take. If the SRT results are successful, then the NICE
Project Team contacts the PSE to begin installation.
4. PSE The PSE must acquire the final SRT Session and the ITP from the
NICE Project Team. Upon arriving at the site, the PSE must verify that
the site has remained stable since the customer last ran the SRT. The
PSE uses the final SRT Session to run the SRT and reconfirm
readiness immediately prior to beginning the installation process.
From Release 4.1 and above, the PSE runs the SRT to export the SRT
Site Map (.srt) file required to run NICE Deployment Manager (NDM).
The SRT Site Map must be created not more than 24 hours prior to
starting the NDM.
For details, see:
4.x sites: NICE Interaction Management Installation Guide
3.x sites: SRT for NICE Perform 3.2/3.5
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Chapter 1: Introduction to Site ReadinessSRT Workflow
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
SRT Workflow for Maintenance and Upgrade
The following workflow depicts the flow for using the Site Readiness Tool when preparing for
maintenance or for upgrade.
Table 1-2: SRT Workflow for Maintenance and Upgrade
Who runs the SRT? What is the purpose of running the SRT?
1. Customer The customer runs the SRT for discovery in Maintenance or Upgrade
mode. This initiates the SRT Session. The SRT Session is an XML file
which is used in all subsequent SRT runs. The SRT polls all of the
servers connected to the site, adding all the discovered information to
the SRT Session. The customer then forwards this SRT Session to
the NICE Project Team.
For details, see the Preparing Your Site for Implementation Guide.
TIP: Alternatively, in 4.x sites for maintenance only, if the customer
cannot connect to the site, the customer can send the latest NDM.DB
Inventory file in place of an SRT Session.
The Inventory file is located on the machine where NICE Deployment
Manager ran. Inventory file location is as follows:
• Microsoft Windows Server 2008: C:\Users\<installation
user>\AppData\Local\NICE Perform Setup
• Microsoft Windows Server 2003: C:\Documents and
Settings\<installation user>\Local Settings\Application
Data\NICE Perform Setup
2. NICE Project
Team
NOTE: For release 4.x and up, for maintenance only, if the customer
sent an NDM.DB Inventory file in place of an SRT Session, you must
use the Inventory file.
The NICE Project Team runs the SRT using the SRT Session that
was created by the customer in order to prepare for one or more of the
following changes in the customer’s site:
• Add new Servers
• Add components to existing Servers
• Remove Servers
• Uninstall components from existing Servers
• Replace faulty Servers
• Move components from one Server to another existing Server,
without adding or removing any Servers
• Move components from an existing Server to a new Server
As a result of this SRT update, the NICE Project Team creates a new
Site Prep Checklist (SPC) and Installation Test Plan (ITP). The
SRT Session is updated. All are sent to the customer.
See Creating an SPC for Maintenance or Upgrade on page 66.
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Chapter 1: Introduction to Site ReadinessSRT Workflow
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Tips for Database and Data Mart Clusters
If the customer has only the databases or data mart on a cluster and not any other components, do
not use the standard cluster procedure. Instead, follow the standard procedure, with the following
changes (these changes also appear within the procedure):
1. In the Environment step, do not select Cluster. Select SQL Farm.
2. In the Server & Configuration step, add one server for each cluster (not two).
3. For the server defined for the cluster, select the Database and/or Data Mart component
installed on the cluster.
3. Customer The customer receives the SPC and SRT Session from the NICE
Project Team. The customer follows the instructions in the SPC and
prepares the machines at the site. Once the customer has prepared all
of the machines, the customer runs the SRT with the SRT Session,
adding machine host names, usernames, and passwords when
requested. The SRT tests connectivity to all machines, confirms
communication between the machines, and verifies that all
requirements were met. A report is produced which shows that all
requirements from the SPC were met successfully. The customer
returns the final SRT Session, the signed SPC, and the SRT report to
the NICE Project Team.
For details, see the Preparing Your Site for Implementation Guide.
4. NICE Project
Team
The NICE Project Team reviews the SRT results. If corrective actions
are required, then the NICE Project Team advises the Customer on
actions to take. If the SRT result are successful, then the NICE Project
Team contacts the PSE to begin installation.
5. PSE The PSE must acquire the final SRT Session and ITP from the NICE
Project Team. Upon arriving at the site, the PSE must verify that the
site has remained stable since the customer last ran the SRT. The PSE
uses the final SRT Session to run the SRT and reconfirm readiness
immediately prior to beginning the installation process.
From Release 4.1 and above, the PSE runs the SRT to export the SRT
Site Map (.srt) file required to run NICE Deployment Manager (NDM).
The SRT Site Map must be created not more than 24 hours prior to
starting the NDM.
For details, see:
4.x sites: NICE Interaction Management Installation Guide
3.x sites: SRT for NICE Perform 3.2/3.5
Table 1-2: SRT Workflow for Maintenance and Upgrade (Continued)
Who runs the SRT? What is the purpose of running the SRT?
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Chapter 1: Introduction to Site ReadinessSRT Workflow
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
EXAMPLE: If the database and data mart are installed on the same cluster, add one machine and select both database and data mart.
If the database and data mart are installed on separated clusters, add two machines and select database for one machine and data mart for the other.
4. When the customer runs the SRT, make sure that the customer enters the SQL Cluster Group
Virtual Name in the Display Name field for the cluster server, not the host name.
If the customer has either the databases or data mart on a cluster, and other clustered components,
such as the Applications Server, use the procedure in Running SRT in a Cluster Environment
on page 85. Instruction for both types of clusters are included in this procedure.
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Chapter 1: Introduction to Site ReadinessPrerequisites for Running the SRT
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Prerequisites for Running the SRT
In order to ensure that the installation process runs smoothly, please verify that the following are
on each machine at your site, including the machine that runs the SRT.
Microsoft Software and Components
• Microsoft .NET Framework Version 3.5, Service Pack 1 or higher.
• Microsoft Windows Management Instrumentation (WMI) as described in the Site Prep
Checklist (SPC).
• To create the SPC or ITP, you must have Microsoft Excel 2007 or higher installed on your
machine.
• To create the ITP, Trust access to the VBA project object model must be enabled in
the Excel settings on the SRT machine.
• Disable the User Account Control (UAC). For details, see Security Issues for Microsoft®
Operating Systems in the NICE Interaction Management Installation Guide.
User Accounts and Permissions
• The user account you use to log in to the SRT Server must have administrative privileges.
If the machine is part of a domain, you must use a domain user account with
administrative privileges for this machine.
Examples:
local user account: johns
domain user: DomainName\johns
• The following user accounts must be created in accordance with the Site Prep Checklist:
• NICE Administrator login user - the user account for NICE administrator login.
• SQL Services user - The user account for SQL services.
• NICE implementation requires specific settings for the User Rights Assignment for the
Windows accounts used for the installation.
TIP: To locate, open the Excel Options, and select Trust Center > Trust Center Settings. Then select Macro Settings.
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Chapter 1: Introduction to Site ReadinessPrerequisites for Running the SRT
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• The Security Settings for the Replace a process-level token must be set to LOCAL
SERVICE, NETWORK SERVICE.
• (Windows XP Operating System only) The User Rights Assignment for Network
access: Sharing and security model for local accounts must be set to Classic.
To verify User Rights, see the TIP box above.
• NICE implementation requires specific settings for the Security Options for the
Windows accounts used for the installation.
• (Windows 2008 Operating System only) In order to export the Site Map (.srt file), the
Security Options for System cryptography: Use FIPS compliant algorithms for
encryption, hashing, and signing must be set to Disabled.
Network Sharing and Ports Requirements
The following requirements must be met when testing connectivity.
• Drive C:\ must exist on the SRT machine and each SRT target machine.
• The C$ administrative share must not be blocked on any of the SRT target machines.
Relevant Microsoft reference: http://support.microsoft.com/kb/954422.
• If a firewall is applied on your site, it must be configured so that the ports specified in the
SRT Port Usage section below are free for SRT communication, or that the firewall is
switched off.
• (Release 4.1, Cluster environments only) To allow successful functionality of the
Microsoft Cluster Name (cluster virtual name) and IP availability tests defined in the
Clustering window, a firewall must be disabled and network discovery must be enabled on
all the machines defined in the SRT.
TIP: To verify User Rights, do the following:
a. From the Start menu, open the Run window and enter secpol.msc. Click OK.
b. In the Local Security Policy window, expand the Security Settings tree. Then
expand Local Policies and select User Rights Assignment.
c. In the right-hand pane, scroll down to Replace a process-level token and
confirm that its Security Setting is LOCAL SERVICE, NETWORK SERVICE.
d. Close the Local Security Policy window.
TIP: To verify Security Options, do the following:
a. From the Start menu, open the Run window and enter secpol.msc. Click OK.
b. In the Local Security Policy window, expand the Security Settings tree. Then
expand Local Policies and select Security Options.
c. In the right-hand pane, scroll down to the indicated option.
d. Close the Local Security Policy window.
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Chapter 1: Introduction to Site ReadinessPrerequisites for Running the SRT
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Additional Requirements
The following requirements must be met when testing connectivity.
• If you are adding the Customer Entity Database component for Web Analyzer, the
Capacity Planner must be Version 1.8.1 or higher.
• To install Voice Biometrics servers for Contact Center Fraud Prevention, the
Capacity Planner must be Version 2.0 or higher.
• The SRT has the capability to verify that CTI integration requirements are suitable for
NICE. Some CTI integrations, such as Avaya TSAPI, require the installation of third party
software. Verify with the site’s IT personnel that all necessary CTI software has been
installed on the relevant machines.
• If any of your machines are installed with antivirus software, we have found that this can
affect the operation of the SRT. Therefore, please configure your antivirus as an
exception, not to scan C:\$SRT$TMP\*
• Please be aware that during NICE implementation, Hardening, must be turned off. Please
turn off Hardening before the NICE Team arrives to deploy your NICE System. Hardening
can be turned back on after NICE implementation is complete. If this is not allowed at
your site, please contact your NICE Project Team prior to NICE implementation. For
details, see TDM Logger Firewall Settings on page 63.
Security Issues for Microsoft® Operating Systems
The following requirements must be met when testing connectivity.
User Account Control (UAC) security feature may affect the ability of NICE applications to access
remote machines running with Windows Vista, Windows 7, or Windows 2008 operating systems.
NICE requires the UAC to be disabled during the deployment phase in order for NICE to install
the required agents on the target machines via remote access. If not, then the installation may fail.
If you are working in an environment where UAC remote restrictions have been configured on the
target machines, in order to enable remote agent installation, perform one of the following actions:
• Disable the UAC remote restrictions on each target machine (this is performed by the
customer’s IT personnel, and must be requested specifically).
• Ensure that the user defined for each machine in the SRT Server & Client Configuration
window has administrator access rights.
• Perform the manual procedure described in the following Microsoft article for each target
machine (note that this requires changing the registry key):
http://support.microsoft.com/kb/951016 (Description of User Account Control and remote
restrictions in Windows Vista)
IMPORTANT
These prerequisites apply to the SRT Server, and to all machines being tested by the SRT.
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Chapter 1: Introduction to Site ReadinessPrerequisites for Running the SRT
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
SRT Port Usage
The following ports must be opened for bi-directional traffic while running the SRT.
SRT Limitations in NICE Environments
Table 1-3: SRT Port Usage
From Server To Server Protocol Port Authentication Description
SRT Each SRT Agent TCP 8085 No Control and Keep-Alive
Each SRT Agent SRT TCP 8086 No Keep-Alive
SRT NICE Database
Server/SQL
Server
TCP 1433 SQL / Windows Database data for self discovery.
SRT Each SRT Agent TCP 135 DCOM RPC endpoint - WMI queries
SRT Each SRT Agent TCP 1024 -
65535
DCOM RPC dynamic ports.
Note: Dynamic ports are
Microsoft standard and the range
is by default.
For more information, see the
Microsoft article about configuring
RPC dynamic port allocation.
SRT SRT Agent TCP 445 No SMB over TCP. The Server
Message Block (SMB) protocol is
used, among other things, for file
sharing
Limitation User Implications
The SRT cannot run on an Encrypted File
System (Windows EFS).
The user can do one of the following:
• Change the current folder properties so
that it cannot be encrypted.
• Launch the SRT from a different machine.
Site Maps exported from version 4.1.100 and
higher are not backward compatible with
previous versions of NICE Deployment
Manager 4.1.8 or lower.
When running NICE Deployment Manager
4.1.100 or higher, the Site Map must be
exported from SRT 4.1.100 or higher.
The SRT does not support SmartCenter. SmartCenter must be installed separately.
See the Integration with SmartCenter Guide.
Testing of RAID units is not supported. The SRT does not verify RAID and array
requirements as specified in the Certified
Servers Guide.
The SRT does not support loading saved SRT
sessions from previous versions.
The user must manually re-enter the
parameters of the previous saved session.
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Chapter 1: Introduction to Site ReadinessPrerequisites for Running the SRT
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The SRT does not support multiple instances
of the same CTI on one server (for example,
hot standby).
The user must test each CTI instance
separately.
CTI devices are not saved in the SRT session. When reloading an SRT session, the user
must re-specify the CTI details.
Limitation (Continued) User Implications
NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5
28Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
2
SRT for a New Installation
This section is intended for the NICE Project Team beginning the SRT process. PSEs should refer
to Exporting the SRT Site Map on page 96.
This section describes the process for running the SRT for the first time. The first time that the
SRT is run, an SRT Session is created. The SRT Session is the file that is passed to each stage
until all information is complete. This is generally done by the NICE Project Team, using the
NICE Capacity Planner and the Sales Solution Design to start the process. This can run off-site.
At the end of this process, you send the following files to the customer:
• SRT Session
• Site Prep Checklist (SPC)
For Release 4.1 only, a new Installation Test Plan (ITP) is created.
Contents
Preparing to Run the SRT ..............................................................................................29
Downloading Site Readiness Tool Software ................................................................30
Initializing an SRT Session............................................................................................31
Defining the Site Environment ......................................................................................34
Configuring Servers and Clients...................................................................................37
Defining the Configuration of the Installation..............................................................43
Defining Integrations......................................................................................................48
Creating the SRT Session, SPC, and ITP .....................................................................51
Completing the SPC .......................................................................................................54
Delivery to the Customer ...............................................................................................56
Completing and Delivering the ITP ...............................................................................57
NOTE: To export the SRT Site Map (.srt) file required by NICE Deployment Manager,
you must have connectivity to all machines.
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Chapter 2: SRT for a New InstallationPreparing to Run the SRT
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Preparing to Run the SRT
In this section, the SRT is run in New Site Mode to create a new SRT Session.
Tips for Working with the SRT
• You can save the current session as often as you like.
• To continue a session after closing the SRT, start the SRT again and load the SRT Session in
Initializing an SRT Session on page 31.
• To make a single change in an SRT Session, load the session, then click Next until you reach
the required step.
• You cannot change the Application Package in an SRT Session. To change the Application
Package, you must start a new session and re-enter all the information.
• In each step of the SRT, the Next button is only activated after you have completed all the
relevant information. Only then can you move on to the next step.
Who runs the SRT? • NICE Project Team
What is the purpose of this run? • Create the Site Prep Checklist (SPC)
• Create the Installation Test Plan (ITP)
• Initiate the SRT Session that will be sent to the
customer
Where is the SRT run? On any machine or laptop that meets the requirements in
Prerequisites for Running the SRT on page 23.
This machine does not need to be connected to the
NICE Servers. It requires internet connectivity only to
download the SRT software. Once the SRT software is
downloaded, this machine does not need internet
connectivity.
TIP: You might want to retain access to the Certified
Servers Guide and Design Consideration Guide while
running the SRT. If you are disconnecting from the
internet to run the SRT, first download these documents.
Important to know The SRT Session can be saved at any time, during any
of the steps. You can reopen the same session to
continue, or make changes as needed.
What to prepare before beginning • For Release 4.1 and higher: NICE Capacity
Planner in XML format
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Chapter 2: SRT for a New InstallationDownloading Site Readiness Tool Software
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Downloading Site Readiness Tool Software
The Site Readiness Tool (SRT) can be downloaded from ExtraNICE or from the NICE Software
Download Center. Always download the latest version. The SRT does not require installation.
This guide is applicable for versions 4.1 and above.
To download the Site Readiness Tool software:
1. Confirm that your machine meets the requirements in Prerequisites for Running the SRT
on page 23.
2. Navigate to the Site Readiness Tool folder on ExtraNICE: http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B
y%20Tool%20Type.aspx
3. Select the latest Site Readiness Tool zip file.
4. Download and extract the Site Readiness Tool zip file to the designated machine.
5. Continue with Initializing an SRT Session on page 31.
IMPORTANT
You must unzip the Site Readiness Tool folder. Running the SRT from an encrypted file system
folder (EFS) will fail.
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Chapter 2: SRT for a New InstallationInitializing an SRT Session
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Initializing an SRT Session
Throughout the SRT application, information icons appear . To see additional information and
tips, click one of these icons.
To prepare the SRT for initial setup:
1. Open the Site Readiness Tool folder and double-click SRT.exe.
NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft
Windows 2008, then when you start SRT.exe, a UAC warning window appears. Click
Yes to run as Administrator.
The Site Readiness Tool wizard starts.
Figure 2-1 Site Readiness Tool - Welcome Window
2. Click Next.
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Chapter 2: SRT for a New InstallationInitializing an SRT Session
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
The Start window appears.
Figure 2-2 Start Window
TIP: To undo changes and return the SRT Session to the state when it was last saved, click
Back until you reach the Start window. Then select Reload Session and click Next.
3. Select an option as follows:
• If this is the first SRT run, select Start a new session. Then click Next.
• If you began a session and want to continue it, select Load previously saved session
and click Browse select the saved SRT Session. Then click Next.
• To change the Application Package, you must create a new session: Select Start a new
session. Then click Next.
The Company and Customer Point of Contact Information window appears.
Figure 2-3 Company and Customer Point of Contact Information Window
The Company Name and Site are
part of the SRT Session file name
The Company Name is part
of the SPC file name
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Chapter 2: SRT for a New InstallationInitializing an SRT Session
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
TIP: Once you have saved the file, if you make changes to the Company Name or Site, the
original file name remains unchanged.
4. The Company and Customer Point of Contact Information appears in the Session Summary
Reports and is seen in NICE Deployment Manager by the PSE. Complete this information.
Then click Next.
The Work Mode window appears.
Figure 2-4 Work Mode Window
5. In the Work Mode area, select New Site.
6. In the Target Product & Release area, select the Product and Release being installed.
7. Click Next.
The Environment window appears.
8. Continue with Defining the Site Environment on page 34.
If this is not a new
Session, this window will
be read-only. To change
the Product or Release,
you must start a new
session.
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Chapter 2: SRT for a New InstallationDefining the Site Environment
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Defining the Site Environment
Overview
In the Environment window, define the Applications Package and relevant parameters. This
window is enabled only for a new session.
When you select an Applications Package, basic servers and components, according to the
Design Considerations Guide, are predefined for the configuration you selected. You need only to
add the extras, such as Loggers and Workstations.
Figure 2-5 Environment Window
If you save the session and close the SRT, you cannot change the Applications Package. In a
reloaded session, it will be read-only.
Selecting an Applications Package has the added value of predefining the required servers and
components.
In the Add-On Features section, when you select a feature, the relevant components will become
enabled in the next window, allowing you to add them to a server. In some instances, a component
will be preselected.
IMPORTANT
The Environment window contains the core information of the package. The information in this
step is used to produce the Site Prep Checklist and will affect the entire project delivery.
Use the Sale Solution Design that you received from the Sales Hand-over meeting to
complete this step. If you are unsure about any of the options, consult with Sales before
proceeding.
The Applications Package must be identical to the Applications Package selected in the NICE
Capacity Planner.
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Chapter 2: SRT for a New InstallationDefining the Site Environment
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
EXAMPLE: You select the Add-On Playback to Extension. In the Components list, Telephony Services becomes enabled on each server where it is viable to install it. It will be preselected on one of these servers.
For details see the Certified Servers Guide and the Design Considerations Guide.
How To
To define the site’s environment:
1. In the Environment window, select the Applications Package of the NICE System to be
installed according to the site installation plan. This must be the same package that was
defined in the NICE Capacity Planner.
Deployment options and Add-On Features change according to the Applications Package
selected.
Figure 2-6 Environment Window
2. Select the correct Deployment.
3. In a Multi Data Hub site, if you are preparing a secondary site, then in the Data Hub type
area, select Secondary.
4. In the list of Add-On Features, add or remove features as needed. Selecting an Add-On
results in one of the following actions:
• A Server with the relevant components is added.
• The relevant components are added to an existing Server.
• The relevant components are enabled for one or more Servers; you must make the
selection in the next window.
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Chapter 2: SRT for a New InstallationDefining the Site Environment
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NOTE: You can view all Servers/Components and make changes in the next step, the Server
& Client Configuration window. You can click back and forth between these two windows as
needed.
5. Optional: If required by your environment, define one or more of the following:
• From Release 4.1 only:
TIP: If the Customer installed the SQL server in a cluster, then define an SQL Farm.
• Defining a High-End Database on page 60 (Distributed deployments only)
• Defining an SQL Farm on page 61 (Semi-Distributed and Distributed deployments
only)
• Configuring Multi-Data Centers (MDC) on page 62
• Releases 3.2 and 3.5, Distributed Deployment only:
• Defining a High-End Database on page 60
6. Click Next.
7. Continue with Configuring Servers and Clients on page 37.
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Chapter 2: SRT for a New InstallationConfiguring Servers and Clients
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Configuring Servers and Clients
Overview
The Server & Client Configuration window is to be completed by the NICE Project Team.
Figure 2-7 Server & Client Configuration Window - Servers Tab
The customer will see this window and will be able to edit it, but should only add Machine details.
In this window you define which components will be installed on each of the machines.
BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing
Client workstations is not mandatory for creating a successful SRT Site Map for NICE
Deployment Manager. However, testing Client workstations can help forestall service calls
once you and the PSE have completed your tasks.
Test one of each type of machine, such as machine set up for a supervisor, one machine set up
for an agent with ScreenAgent, etc.
IMPORTANT
According to the Add-On packages selected, some components on pre-selected on each
server, and some are just enabled for you to select. It is imperative that you review the
components list for each server carefully.
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Clustered Components
The following components can be installed as clustered or as non-clustered components:
• Applications Suite
• Databases
• Data Mart
• Interactions Center
• Insight-to-Impact Connect
• Reporter
The following components can never be installed as clustered components. They are referred to as
non-clustered components. They can be installed on a cluster node:
Guidelines for Installing Non-Clustered Components on a Cluster Node
Use these guidelines when installing additional components on a cluster node:
• A component that can be clustered cannot be installed as a non-clustered component on a
cluster node.
EXAMPLE: The Interactions Center is installed on a cluster. The Applications Suite cannot be installed on an Interactions Center node.
• A non-clustered component can be installed on a cluster node together with a clustered
component.
EXAMPLE: The Interactions Center is installed on a cluster. The Storage Center can be installed on an Interactions Center node.
• A component that must be installed on a dedicated server cannot be installed on a cluster node.
EXAMPLE: The Text Mining Server cannot be installed on a cluster node.
• Media Adapter
• Media Collection Server
• NICE Deployment Manager
• NICE High Availability Manager
• NICE Screen Logger
• PO Database
• Storage Center
• Telephony Services
• VoIP Logger
• Primary VRSP 32-bit
• Primary VRSP 64-bit
• Secondary VRSP 32-bit
• Secondary VRSP 64-bit
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How To
To configure servers and clients:
1. In the Server & Client Configuration window, select the Servers tab.
Figure 2-8 Server & Client Configuration Window - Servers Tab
On the Servers tab, default machines appear with appropriate Display names.
The number and types of default machines is dependant upon the Applications Package,
Deployment Option, and Add-On Packages selected. Each default machine has predefined
components selected. Optional components, relevant for the machine selected, are available
for you to select.
EXAMPLE: The default Semi-Distributed NIM server has the Applications Suite and Interactions Center preselected. You can optionally remove the Interactions Center or add NICE Storage Streaming, Video Logger, ...
2. For each server on the Servers tab, do the following:
a. If the required components in the Components area are not enabled, click Back and
review the Applications Package and the Deployment. Select Add-On Features if
required.
TIP: To filter the list of servers, enter text in the search box and then press Enter or click
the Filter list and select Basic. To clear the filter, select None.
The search box is case-sensitive!
The list of Components
varies according to the
Product and Release
Servers and Clients tabs
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NOTE: If you go back to select additional Add-On Features, when you return to the
Server & Client Configuration window, click the server to see the changes.
b. Since you are not connected to the site, and are not testing connectivity, enter a dummy
Host name. Actual host names will be added by the customer. Each machine must have a
different dummy host name. If the Display Name is blank, enter a Display Name. Note
that since you may later want to filter this list, give groups of servers similar
Display Names.
c. In the Components section, some components are preselected and cannot be changed.
You can add/remove any of the available optional components for installation on this
machine. The list of available components varies according to the Product and Release
being defined.
NOTE: Before installing components on a cluster node, see Clustered Components
on page 38.
3. Repeat Step 2 for each server on the Servers tab.
4. To add more servers, such as Loggers, do the following:
Figure 2-9 Adding Servers
• For each additional server, click Add and define as described in Step 2.
• For each Unified Recorder, click Add Unified Recorder and define as described
in Step 2.
5. To remove a server, select the server and click Remove Server.
6. If the customer has either the databases or data mart on a cluster, add one server for each
cluster (not two). Then select the Database and/or Data Mart component installed on the
cluster. When the customer runs the SRT, make sure that the customer enters the SQL Cluster
Group Virtual Name in the Display Name field for the machine, not the host name.
EXAMPLE: If the database and data mart are installed on the same cluster, add one machine and select both database and data mart.
If the database and data mart are installed on separated clusters, add two machines and select database for one machine and data mart for the other.
TIP: If the customer is currently installing a standard NICE site with plans to later
expand to an MDC site (MDC Ready), the servers can be prepared now:
• Instruct the customer to enter the DNS alias name in the IP Address/Host Name
field instead of the Host Name of the machine. Sample DNS alias name:
server.nice.com
• If the Data Mart is installed on a cluster, then it is recommended to install the
Reporter on the same server as the Applications Suite. This will be the requirement
when the site is expanded from a standard NICE site to an MDC site.
Add Server
Add Unified Recorder
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7. For Release 4.1 and higher: NICE Deployment Manager (NDM) must be installed on either
the NICE Sentinel Server, the Applications Suite Server, or on a Dedicated Server. Confirm
that it is selected on a server.
By default, NICE Deployment Manager is selected on the server were NICE Sentinel is
installed. To select it for a different server, first deselect it from the NICE Sentinel Server.
Then it will become enabled for the other servers.
BEST PRACTICE
Install the NICE Deployment Manager on the Sentinel Server. NICE Deployment
Manager is used for Update Pack installation and Maintenance, and should reside on-site.
8. Click the Clients tab.
Figure 2-10 Clients Tab
NICE Deployment Manager does not connect to, or install Client workstations. Testing Client
workstations is not mandatory for creating a successful SRT Site Map for NICE Deployment
Manager. However, testing Client workstations can help forestall service calls once you and
the PSE have completed your tasks.
TIP: To filter the list of servers, enter text in the search box and then press Enter or click
the Filter list and select Basic. To clear the filter, select None.
The search box is case-sensitive!
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It is highly recommended that while running the SRT, the customer connects to, and tests one
of each type of machine, such as machine set up for a supervisor, one machine set up for an
agent with ScreenAgent, etc. Add these machines for testing to the SRT Session now.
9. To add a Client workstation do the following:
a. Click Add.
An Unknown Client Server is added to the list.
Figure 2-11 Adding Clients
b. Since you are not connected to the site, and are not testing connectivity, enter a dummy
Host name. Actual host names will be added by the customer. Each machine must have a
different dummy host name. Enter an identifying Display Name, such as Supervisor
Workstation, or Agent Workstation.
c. In the Components section, select the components that will eventually be installed on the
machine. This will cause SRT to test the machine for prerequisites. It will not cause the
component to be installed.
NOTE: The list of available components varies according to the Product and Release
being defined.
EXAMPLE: On a machine being tested for the ability to function as an Agent workstation, select Recording on Demand. On a machine being tested for the ability to function as a Supervisor workstation, select NICE Interaction Management Applications Desktop.
d. Repeat Step 9 for each Client Workstation.
10. Review all Server/Component selections carefully. Make sure they are aligned with the Sales
Solution Design.
11. Click Save to save the SRT Session.
12. Since you are not connected to the site, there is no need to test connectivity. Click Next.
13. Since you entered only dummy addresses, you will receive a connectivity warning message.
Click OK.
Figure 2-12 Connectivity Warning
14. Continue with Defining the Configuration of the Installation on page 43.
Add
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Defining the Configuration of the Installation
Figure 2-13 Installation Configuration Window
In the Installation Configuration window, you will do the following:
• Select the type of Applications Suite being installed.
• If you are connected to the machine that will host the SQL Server, and the SQL Server was
preinstalled, you can define the SQL Server Instances. Note: The SQL Server is generally
installed as part of the NICE installation process. Some customers acquire their own licenses
and provide a machine with a preinstalled SQL Server.
• From Release 4.1 and higher:
• Import the Capacity Planner. The Capacity Planner should be an XML file. If you have
received an Excel file instead of an XML file, confirm with Sales that it has been fully
completed. Do not make changes to the Excel file!
• Define storage paths and database size for Screen Loggers.
• If requested by the customer, you can change the default partitions paths.
To define the configuration of the installation:
1. In the Installation Configuration window, select the type of Applications Suite: Contact
Center or Compliance.
NOTE: In Maintenance or Upgrade mode, some fields are read-only. Other fields
might be pre-filled from discovery, and open for editing. Still other fields will require data
entry.
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Figure 2-14 Installation Configuration Window
2. Proceed as follows:
• For Release 4.1 and higher: Continue with Step 3.
• For Releases 3.2 and 3.5 only: Continue with Step 8.
3. In the Database area, click Browse and select the predefined NICE Capacity Planner. This
must be an XML file.
4. If this is the only, or the first Data Hub, in the DataHub box, select Master | Master.
-or-
If this is a secondary Data Hub, select the relevant Data Hub.
The SRT currently supports testing and exporting details of only one Data Hub per SRT
session. In sites with multi-data hubs, you created a separate SRT Session for each data hub,
using the same NICE Capacity Planner.
5. If you selected the NICE Screen Logger component for any of the machines, you must
define its storage path and capacity. Do the following:
NOTE: You do not need to be connected to the machines to complete this process.
Figure 2-15 Define Screen Logger Storage
Applicable from Release 4.1 only
Applicable from Release 4.1 only
Enabled only when connected to
a machine with a preinstalled
SQL Server
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a. In the User-Defined Paths area, in the Type list, select Screen Logger Storage.
b. In the Server list, only the server where you defined a NICE Screen Logger appear. Select
one of the servers.
The Partition Selection window appears.
Figure 2-16 Screen Logger Partitions
c. Select a partition for Screen storage. Do not select partition C or partition D!
d. Define the capacity for the Screen storage. The maximum Screen Logger storage capacity
is 500 GB.
e. Click OK.
f. Repeat Step 5 for each Screen Logger.
6. If the customer asked you to define specific partition paths, do the following:
NOTE: You do not need to be connected to the machines to complete this process.
Figure 2-17 Define a User-Defined Path
a. In the User-Defined Paths area, in the Type list, select the storage path you want to
change.
b. In the Server list, select one of the servers.
The Partition Selection window appears.
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Figure 2-18 Partition Selection
c. Select a partition.
NOTE: Since you are not connected to the machine, all partition letters appear. Make
sure that you select a partition that exists on the machine. If you select a partition that is
not on the machine, then when the customer connects to the machine and runs the tests,
this test will fail. If you are connected to the machine, then only the partitions that are
defined on the machine will appear.
d. Click OK.
e. Repeat Step 6 for each User-Defined Path.
7. From Release 4.1: Only NT Authentication is supported. Confirm that it is selected. Then
continue with Step 9.
8. For Releases 3.2 and 3.5: Select either NT Authentication or SQL Authentication.
If you selected SQL Authentication and are connected to a machine with a preinstalled SQL
Server, then the SQL Server Instances area is enabled. For each Database, select the SQL
Instance.
If the SQL Server was not preinstalled, it will be installed as part of the NICE implementation
process.
Figure 2-19 SQL Server Instances
9. Click Save to save the SRT Session. Then click Next.
The Security window appears.
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Figure 2-20 Security Window
10. From Release 4.1 only: During NICE installation, the NICE Deployment Manager agent
application runs in the background on each machine being tested. The user name and password
used by the SRT to connect to each machine is used to run this application. These are the user
names and passwords that were entered in the Server & Client Configuration window.
Optional: You can specify a user name, with valid permissions, that will be used for running
the NICE Deployment Manager agent on all machines. This will be used in place of the user
name and password used to connect to the machine. To do this, select NICE Deployment
Manager Global Domain User. Then enter the User Name and User Password.
Figure 2-21 NICE Deployment Manager Global Domain User
11. If you are not connected to any servers, then default User Names appear. If you are connected
to even one server, then default User Names do not appear; enter the user names now.
12. If you are connected to the SQL Server, and the customer does not have a designated user
account for the SQL Services user, select the SQL Auto Setup creates admin user
checkbox. The SQL Auto Setup will create a designated user for this purpose. Note that this
option will only be available if the SRT was able to successfully connect with the SQL Server.
13. Since you are not connected to all machines, you do not validate credentials and will skip the
rest of this window. The customer will complete this information. Click Save to save the SRT
Session. Then click Next and continue with Defining Integrations on page 48.
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Defining Integrations
In the Recording Integrations window, add each integration and all third party software.
Connection details will be added by the customer.
For each Integration or third party software added to the list, a separate tab is added to the SPC.
Figure 2-22 Recording Integrations Window
The customer is required to prepare the entire list.
To define integrations:
1. In the Recording Integrations window, if you are not defining any integrations, select This
site does not have an integration. Then click Next and continue with Creating the SRT
Session, SPC, and ITP on page 51.
NOTE: If you are connected to any of the servers, then you can click Next in this window
without making a selection.
NOTE: Some integrations require third party software. It is recommended to coordinate
with IT personnel before continuing.
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Figure 2-23 Recording Integrations Window
2. To add an integration, in the Integration Selection area, select a Vendor and then a Type and
the Machine where the integration resides. Then click Add.
TIP: Each integration that you add in this section adds a tab to the SPC. Only Cisco JTAPI
adds additional software requirement tests.
3. The Connection Details area will be completed by the customer. Continue with Step 4.
-or-
If you are connected to the integration, you can test the integration. In the Integrations area,
select the Integration, then click Define Connection.
The connection details for the integration appear. This section varies for each integration.
Complete the information for the integration.
Figure 2-24 Sample Integration Connection Details
4. Click Next.
To be completed by the NICE Project TeamNote that each line addsa tab to the SPC
To be completed by the customer
IMPORTANT! This screen is for
demonstration purposes only. The
fields in this section will vary for
each integration
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The Validations window appears.
Figure 2-25 Validations Window
The Validations window lists all the tests that will be run. These tests will be run only after the
customer adds the relevant connectivity information.
5. Click Next.
6. Continue with Creating the SRT Session, SPC, and ITP on page 51.
List that appears is for
demonstration
purposes only!
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Creating the SRT Session, SPC, and ITP
In the Tests window, since you are not connected to the customer’s servers you do not run the
tests. In the Tests window, you create the following files:
• SRT Session
• Site Prep Checklist (SPC)
• Installation Test Plan (ITP)
NOTE: In a Multi Data Hub site, the ITP must be created when running the SRT for the last
secondary site.
To create SRT files:
Figure 2-26 Tests Window
1. Click Save to save the SRT Session. This is the SRT Session that you must send to the
customer!
2. Create the SPC as follows:
Create the ITP and the SPC to send to the customer
Save the SRT Session to send to the customer
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a. Click Export SPC to create the SPC.
NOTE: If you filtered the list of servers, this does not affect the SPC. The SPC will always
be created according to the full list of servers. Client servers are not included in the SPC.
Since connectivity was not tested for some or all of the machines, the Essential Attributes
Completion window appears.
Figure 2-27 Essential Attributes Completion Window
b. One at a time, select a machine and then select a Platform, Operating System, and
Virtual Environment.
TIP: If applicable, select one machine and click Copy Attributes to copy the attributes of
the selected machine to the remaining machines in the list.
c. For servers with an SQL server, specify whether there is a Pre-installed SQL Server.
d. Click OK.
The standard Windows Save As window appears.
e. Select a location and save the Site Prep Checklist. This is the SPC that you must send to
the customer!
Export Begins.
Figure 2-28 Export Site Prep Checklist In Progress
When export is complete, a message appears.
Figure 2-29 Export Site Preparation Checklist Completed
TIP: You can define one machine and copy its attributes to all machines
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f. Click OK.
3. For NICE Interaction Management Release 4.1 only: Create the ITP as follows:
NOTE: In a Multi Data Hub site, the ITP must be created when preparing for a Secondary
site. Do not create the ITP from the Master site.
a. Click Export ITP to create the ITP.
NOTE: If you filtered the list of servers, this does not affect the ITP. The ITP is always
created according to the full list of servers.
The Installation Test Plan (ITP) Options Window appears.
Figure 2-30 Installation Test Plan (ITP) Options Window
b. To generate an ITP after installing an Update Pack only, select Update Pack Installation.
This option appears when running the SRT in Expansion/Uninstall/Remove mode.
c. Select all options that are applicable to the site deployment. Then click OK.
The standard Windows Save As window appears.
d. Select a location and save the ITP.
4. To close the SRT, click the standard Windows close button.
5. Continue with Completing the SPC on page 54.
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Completing the SPC
Before sending the SPC to the customer, follow these steps to review the content and to complete
missing information.
To review and complete the SPC:
1. Open the SPC from the location where you saved it in the SRT.
Figure 2-31 Sample Site Prep Checklist showing Tabs
2. Click the General Information tab and complete missing information.
3. Confirm that all tabs appear, including a separate tab for each integration.
TIP: By default, some tabs are hidden. To show one or more of these tabs, do the following:
a. Right-click any of the tabs at the bottom of the file and select Unhide from the menu.
The Unhide window, displaying a list of all hidden tabs, appears.
Figure 2-32 Unhide Tabs
b. Select a hidden tab. Then click OK.
SPC Tabs
Use these arrows to scroll to more tabs
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The hidden tab is added to the right of the last tab. To relocate the tab, right-click the tab
and select Move or Copy.
4. Click the General Information tab, complete the NICE Point of Contact section. Review
the remaining content in this tab and correct as needed.
5. On the Servers and Workstations tabs, review the following categories for each server:
a. Hardware
b. Partitions
c. Supported OS and SQL versions
To expand a category, click the plus sign to the right of a row.
6. Check general formatting. If needed, remove non-relevant sections.
7. Continue with Delivery to the Customer on page 56.
Click to expand or collapse a category
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Delivery to the Customer
Send the customer the following:
1. The SRT Session saved in Creating the SRT Session, SPC, and ITP on page 51.
2. The SPC that was finalized in Completing the SPC on page 54.
3. The following link, enabling the customer to download the SRT application. http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B
y%20Tool%20Type.aspx
4. Preparing Your Site for Implementation - this is a short guide that instructs the customer on
how to work with the SPC and how to run the SRT. You should review the contents of this
guide before sending it to the customer. To access the latest version of the this guide, use the
following link and then expand the Diagnostics & Monitoring heading. http://www.extranice.com/EIS/CustomerDocumentation/Pages/UserGuides.aspx
IMPORTANT: Send the customer the latest version of the guide. Do not send the customer the
link to the guide.
Continue with Completing and Delivering the ITP on page 57.
NOTE: If you recently sent the customer the SRT application and Preparing Your Site
for Implementation (for Maintenance, Upgrade, or Clusters), you do not need to resend
these items. Inform the customer that they can use the originals.
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Completing and Delivering the ITP
Before sharing the ITP with the NICE Project Team, complete the following steps.
To review and complete the ITP:
1. Open the ITP from the location where you saved it in the SRT.
Figure 2-33 Sample ITP
2. Click the Certification tab and complete missing information.
3. On each of the Tests tabs, review the tests. If necessary, you can edit the text of a test.
To expand a category, click the plus sign to the right of a row.
Figure 2-34 Sample ITP Tests Tab
4. If needed, additional tests can be added on the Additional Customized Tests tab only. If this
tab is not needed, it can be removed.
ITP Tabs
WARNING
Do not delete or add tests or lines on any of the Tests tabs! Doing so will result in inaccurate
results on the Summary tab. If a test is not relevant, mark it as N/A in the Result column. You
can edit the text of a test or add additional test on the Additional Customized Tests tab.
Click to expand or collapse a category
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5. Check general formatting.
6. Ensure technical accuracy and completeness of the ITP with all members of the NICE Project
Team.
7. Hand over the ITP to the Project Manager for delivery to the Customer and to the PSE.
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A
Additional Features
This section describes additional features that you might need to add while preparing the SRT.
Each section describes one feature and can be integrated in to the general workflow for creating
the SRT. At the end of each procedure, are instructions for how to continue.
Contents
Defining a High-End Database ......................................................................................60
Defining an SQL Farm....................................................................................................61
Configuring Multi-Data Centers (MDC) .........................................................................62
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Appendix A: Additional FeaturesDefining a High-End Database
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Defining a High-End Database
This option is applicable for Distributed Deployments only. It is not available for
Semi-Distributed, Unified, or SMB deployments.
What happens when you select High-End Database:
• The SRT automatically updates the SQL and RAM Database requirements to that of the
High-End Database, per the Certified Servers Guide.
When to select High-End Database:
• The customer requires a high-end database in distributed environments.
• When the site has a very large quantity of users.
To Define High End Database:
1. In the Environment window, select the High-End Database checkbox.
Figure A-1 High-End Database
2. Continue with one of the following:
• When defining a clustered environment, return to Step 11 on page 88 in Running SRT in
a Cluster Environment.
• All other environments, return to Step 5 on page 36 in Defining the Site Environment.
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Appendix A: Additional FeaturesDefining an SQL Farm
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Defining an SQL Farm
This option is applicable only for Release 4.1 and higher, and only for Semi-Distributed and
Distributed deployments. It is not available for Unified or SMB deployments.
About SQL Farms
• An SQL Farm is usually an isolated environment with hardened security.
• An SQL Farm is often, but not always, an environment where multiple SQL server
instances/Virtual Machines are installed on the same machine/Virtual Machines.
• The SRT will not install the SRT Agent on this machine, but will only perform remote
queries.
• The SRT only performs WMI remote queries.
• In the NICE environment, the Database and Data Mart are installed on this server, without any
additional components installed on it. If you add additional components, you will receive a
Warning.
When to select SQL Farm
Select SQL Farm when one of the following scenarios applies:
• The Database and Data Mart are on the same dedicated server.
• The customer has designated that the Database and Data Mart will be hosted in an SQL farm
environment.
To select SQL Farm:
1. In the Environment window, select the SQL Farm checkbox.
Figure A-2 SQL Farm
2. Continue with one of the following:
• When defining a clustered environment, return to Step 11 on page 88 in Running SRT in
a Cluster Environment.
• All other environments, return to Step 5 on page 36 in Defining the Site Environment.
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Appendix A: Additional FeaturesConfiguring Multi-Data Centers (MDC)
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Configuring Multi-Data Centers (MDC)
This section is applicable for Release 4.1 and higher only.
When you select MDC configuration, the Applications Package and deployment change to
Custom. As a custom package, in the Server & Client Configuration window, basic servers are
not automatically defined. You must add and configure all servers manually.
Figure A-3 Custom Package
For Multi Data Center requirements, see the Multiple Data Center (MDC) Configuration Guide.
To define a Multi-Data Center:
1. In the Environment window, select the MDC configuration checkbox.
Figure A-4 Environment Window - MDC Configuration
The Applications Package and deployment change to Custom. This means that machines are
not automatically defined. You must add and configure all machines manually as described
in Step 6.
The following steps describe the MDC configuration options.
NOTE: When moving from a single data center to an MDC environment in
Maintenance mode, use this procedure, referring to Maintenance and Upgrade
Options on page 68 when adding servers.
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Appendix A: Additional FeaturesConfiguring Multi-Data Centers (MDC)
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Figure A-5 Clusters and MDC Options
Multiple Data Centers (MDC) can operate in the following two modes:
• Active/Active - This means that both data centers are active simultaneously. If one site
fails, the other continues to work.
• Active/Standby - One active system with another twin system in standby. Only one site is
active. In the event of failover, you must manually switch to the second site.
2. To define an Active/Active MDC environment:
a. Select Active/Active.
b. Select Use Multi-Site Cluster Group Virtual Name for the Applications Suite.
c. Enter the DNS Alias Names for the following:
• Database
• Data Mart
• NICE Sentinel
d. Continue with Step 4.
3. To define an Active/Standby MDC environment:
a. Select Active/Standby.
b. Enter the DNS Alias Names for the following:
• Applications Suite
• Database
• Data Mart
• NICE Sentinel
c. Continue with Step 4.
4. Click Next.
The Server & Client Configuration window appears.
TIP: If you do not know the actual DNS Alias Names, enter temporary names. When
the customer runs the SRT, make sure that correct DNS Alias Names are entered.
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Figure A-6 Server & Client Configuration Window
You will now add a machine/server for the Applications Suite, NICE Sentinel, Databases, etc.
Also add a sampling of client workstations.
BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing
Client workstations is not mandatory for creating a successful SRT Site Map for NICE
Deployment Manager. However, testing Client workstations can help forestall service calls
once you and the PSE have completed your tasks.
Test one of each machine type. For example, test one machine that is setup for a supervisor,
one machine that is setup for an agent with ScreenAgent, etc.
This window has two tabs. One for Servers, and one for Clients.
5. To define a MDC environment in Maintenance mode, refer to Maintenance and Upgrade
Options on page 68 as needed.
6. To add server or client workstations, select the relevant tab and click Add.
NOTE: If you added additional servers or client workstations in the Environment window, they
already appear as Unknown Server or Unknown Client.
7. Enter a dummy Host name. Actual host names will be added by the customer. Since you are
not testing connectivity, a dummy host name is sufficient. Each machine must have a different
dummy host name.
Add
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8. Enter a meaningful Display Name. This name will be used to identify the machine in the
SPC.
9. In the Components section, select the components to be installed on this machine.
10. NICE Deployment Manager (NDM) must be installed on either the NICE Sentinel Server, the
Applications Suite Server, or a on Dedicated Server.
BEST PRACTICE
Install NICE Deployment Manager on the Sentinel Server. NICE Deployment Manager
resides on-site and is used for Update Pack installation and Maintenance. The Sentinel Server
is a diagnostic machine and therefore recommended for this purpose.
11. Repeat from Step 7 for each machine on the Servers tab and on the Clients tab.
12. Click Save to save the SRT Session.
Since you are not connected to the site, there is no need to test connectivity.
13. Click Next.
Since you entered only dummy addresses, you will receive a connectivity warning message.
Figure A-7 Connectivity Warning
14. Click OK.
15. Continue with Defining the Configuration of the Installation on page 43.
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B
Creating an SPC for Maintenance or Upgrade
This section describes the process for running the SRT in Maintenance or Upgrade mode.
The process for maintenance and for upgrade begins with the customer running the SRT and
selecting either Maintenance or Upgrade mode. The SRT polls all machines and creates a baseline
SRT Session. You must acquire this SRT Session from the customer.
At the end of this process, you send the following files to the customer:
• SRT Session
• Site Prep Checklist (SPC)
For Release 4.1 only, a new Installation Test Plan (ITP) is created.
Contents
Preparing to Run the SRT ..............................................................................................67
Maintenance and Upgrade Options ..............................................................................68
What to Send to the Customer before you Run the SRT ............................................71
Running the SRT with an SRT Session from the Customer .......................................72
Modifying the Site Environment....................................................................................76
Adding or Removing Components and Servers..........................................................79
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Appendix B: Creating an SPC for Maintenance or UpgradePreparing to Run the SRT
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Preparing to Run the SRT
In this chapter, the SRT is run in Maintenance or Upgrade mode using the SRT Session that was
started by the customer.
Who runs the SRT? NICE Project Team
What is the purpose of this run? • Add/remove/change components and servers
defined in the SRT Session.
• Prepare an SRT Session and SPC for the customer’s
repaired or upgraded site.
Where is the SRT run? On any machine or laptop that meets the requirements in
Prerequisites for Running the SRT on page 23.
This machine does not need to be connected to the
NICE Servers. It requires internet connectivity only to
download the SRT software. Once the SRT software is
downloaded, this machine does not need internet
connectivity.
TIP: You might want to retain access to the Certified
Servers Guide and Design Consideration Guide while
running the SRT. If you are disconnecting from the
internet to run the SRT, first download these documents.
Important to know The SRT Session can be saved at any time, during any
of the steps. You can reopen the same session to
continue, or make changes as needed.
What to prepare before beginning • The SRT Session that was initiated by the
customer is either maintenance or upgrade mode.
See What to Send to the Customer before you
Run the SRT on page 71.
• For Release 4.1 and higher: NICE Capacity
Planner in XML format
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Appendix B: Creating an SPC for Maintenance or UpgradeMaintenance and Upgrade Options
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Maintenance and Upgrade Options
A major part of any maintenance or upgrade activity is arranging the servers and components in
the Server & Client Configuration window of the SRT. Table B-1 below describes different
scenarios that might occur. You will be modifying this window as part of the procedure in
Modifying the Site Environment on page 76.
Figure B-1 Server & Client Configuration Window
Table B-1: Maintenance and Upgrade Options
To make this change... Do the following... Example
Add a new machine 1. Select the relevant tab (Servers or Clients).
2. Click Add Server or Add Unified Recorder.
3. Select the Components to be installed on the
machine.
Add another Logger.
Add more components to an
existing machine
1. Select the machine.
2. Select the new Components.
Add a Storage Center.
Move a component from one
Server to another existing
Server, without adding or
removing a Server
1. Select the machine where the component is
currently installed.
2. Clear the checkbox for the Component being moved.
3. Select the machine to where the component is
being moved.
4. Select the Component.
Move the Media Library
from the Applications
Server to the Database
Server.
Add Unified ServerRemove ServerDisable ServerRemove Server Without Uninstall
Add Server
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Move components from an
existing Server to a new Server
1. Select the machine where the component is
currently installed.
2. Clear the checkbox for the Component being moved.
3. Click Add Server or Add Unified Recorder. A
new machine is added.
4. Select the same Component that was removed
from the first machine.
Note: The PSE will have to confirm this move in
NICE Deployment Manager. If two servers have the
same component, the PSE will have to specify which
occurrence of the component is being moved to
each server.
Expand from a Unified
deployment where the
Database and Applications
Servers are on the same
machine, to a Distributed
deployment, where they
are on separate machines.
Remove a machine completely
from the system, without
replacing it.
This also uninstalls all
components on the machine
and removes them from the
system.
1. Select the machine.
2. Click Remove Server.
Remove a Logger.
Uninstall a component from a
machine, while leaving the
machine intact.
This does not reinstall the
component on a different
machine.
1. Select the machine.
2. Clear the checkbox for the Component being uninstalled.
Remove the Media Library.
Replace a faulty Server 1. Select the faulty machine.
2. Make a note of which Components were
installed on the machine.
3. Click Remove Server without Uninstall.
4. Click Add Server or Add Unified Recorder. A
new machine is added.
5. Select the same Components that were on the
faulty machine.
Replace a server that was
physically damaged.
In Upgrade mode only, replace
an existing server with a new
server, while keeping the old
server functional, but not a
working part of the site.
1. Select the old machine.
2. Clear the checkboxes next to each component.
When all components are cleared from the
machine, the Disable Server button will become
enabled.
3. Click Disable Server. The server will be removed
from the site, while the components on will not be
uninstalled.
4. Click Add Server or Add Unified Recorder. A
new machine is added.
5. Select the Components to be installed on the
new machine. These should be the same
components that were on the disabled server.
Upgrade to a new server,
while keeping the old
server ready in case
rollback is required.
Table B-1: Maintenance and Upgrade Options (Continued)
To make this change... Do the following... Example
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In Upgrade mode, to transfer a
TDM Logger (NICELog Voice
Logger) that is already installed
with version 9.4 or higher to the
upgraded site.
1. Select the TDM Logger.
2. Click Remove Server without Uninstall.
3. After the system has been upgraded to NICE
Interaction Management Release 4.1, run NICE
Deployment Manager, selecting Update Site
Map/Add Existing Machine. Use the NDM.DB
file from the upgrade and the SRT site map from
the Standalone Component run.
Upgrade all Loggers over a
period of time, prior to
upgrading NICE Perform
3.5 to NICE Interaction
Management 4.1.
Table B-1: Maintenance and Upgrade Options (Continued)
To make this change... Do the following... Example
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Appendix B: Creating an SPC for Maintenance or UpgradeWhat to Send to the Customer before you Run the SRT
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
What to Send to the Customer before you Run the SRT
The process for maintenance and for upgrade begins with the customer. Ensure that the customer
has the following:
1. Preparing Your Site for Implementation - this is a short document that instructs the customer
on how to run the SRT for maintenance or for upgrade. You should review the contents of this
guide before sending it to the customer. Use this link to access the guide and then expand the
Diagnostics and Monitoring heading:
http://www.extranice.com/EIS/CustomerDocumentation/Pages/UserGuides.aspx
2. The following link, enabling the customer to download the SRT application. http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B
y%20Tool%20Type.aspx
3. In the case of an upgrade, ensure that the customer knows which Product and Release to
select.
EXAMPLE: NICE Interaction Management 4.1
4. After you receive the SRT Session from the customer, you can continue with Running the
SRT with an SRT Session from the Customer on page 72
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Appendix B: Creating an SPC for Maintenance or UpgradeRunning the SRT with an SRT Session from the Customer
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Running the SRT with an SRT Session from the Customer
Throughout the SRT application, information icons appear . To see additional information and
tips, click one of these icons.
From Release 4.1 and up, and in Maintenance mode only, if the customer sent an Inventory file
(NDM.DB) in place of an SRT Session, use this procedure, following the instructions for working
with an Inventory file.
To run the SRT for maintenance:
1. Save the SRT session that you received from the customer on the machine where you will be
running the SRT.
2. Open the Site Readiness Tool folder and double-click SRT.exe.
NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft
Windows 2008, then when you start SRT.exe, a UAC warning window appears. Click
Yes to run as Administrator.
The Site Readiness Tool wizard starts.
Figure B-2 Site Readiness Tool - Welcome Window
3. Click Next.
TIP: If you need to download the Site Readiness Tool, see Downloading Site
Readiness Tool Software on page 30.
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The Start window appears.
Figure B-3 Start Window
TIP: To undo changes and return the SRT Session to the state when it was last saved, click
Back until you reach the Start window. Then select Reload Session and click Next.
4. Select Load previously saved session. Then click Browse and select the SRT session that
you received from the customer. Then click Next.
NOTE: For Release 4.1, and in Maintenance mode only, if you have received an Inventory
file (NDM.DB) from the customer, select Start a New Session, and then click Next.
The Company and Customer Point of Contact Information window appears.
Figure B-4 Company and Customer Point of Contact Information Window
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5. This window contains the customer’s contact information. It appears in all Summary Reports.
If needed, you can edit these fields. Then click Next.
The Work Mode window appears.
Figure B-5 Work Mode Window
6. Confirm that the correct Release is selected. If there is an error, then the customer must create
a new SRT Session with the correct release; this SRT Session cannot be used.
7. For upgrade or for maintenance mode with an SRT Session received from the customer, do
the following:
a. Select Work Offline and then click Next.
The Environment window appears.
b. Continue with Modifying the Site Environment on page 76.
8. In release 4.x and up, for maintenance only, if the customer sent you an Inventory file
(NDM.DB), do the following:
a. Select Maintenance.
b. Select Inventory file and click browse to select the NDM.DB file.
TIP: The Browse window automatically opens to the location of the Inventory file.
Confirm that the correctRelease is selected
Select Work Offline
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Figure B-6 Inventory File
c. Click Next.
The Environment window appears.
d. Continue with Modifying the Site Environment on page 76.
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Appendix B: Creating an SPC for Maintenance or UpgradeModifying the Site Environment
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Modifying the Site Environment
BEST PRACTICE
Additional servers and workstations can be added in the Environment window, or in the
Server & Client Configuration window. Best Practice is to click Next in the Environment
window and proceed to the Server & Client Configuration window where you can see what the
customer has at their site before adding servers. If needed, add or remove servers in the Server
& Client Configuration window.
Figure B-7 Environment Window in Maintenance Mode
To modify the site’s environment:
1. In Maintenance mode, continue with Step 3.
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Figure B-8 Environment Window in Upgrade Mode
2. In Upgrade mode only, the Migration of Database and Migration of Data Mart areas are
enabled. The customer might have already made a selection. If necessary, change the selection
as follows:
• Retain existing SQL machine - The SQL database/data mart will remain on the same
machine, with no changes to the machine.
• Use new SQL machine - Migrate the SQL database/data mart to a different machine. If
after migration, the database and data mart will reside on different machines, select Split.
NOTE: This option adds a server, with the relevant component selected, to the
configuration. The customer will be required to prepare this server.
• Use temporary SQL machine - The SQL database/data mart will remain on the same
machine. However, the machine needs to be upgraded first. If you select this option, it
must be selected for both the database and the data mart.
NOTE: This option adds a server, with the relevant component selected, to the
configuration. The customer will be required to prepare this server.
IMPORTANT
If the database and data mart are being split, the PSE must manually configure the new
database/data mart configuration in the System Administrator as described in the Upgrade from
NICE Perform 3.1/3.2/3.5 to Release 4.1 Guide.
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Appendix B: Creating an SPC for Maintenance or UpgradeModifying the Site Environment
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3. From Release 4.1 only: You can add, remove, or change any of the following:
• Defining a High-End Database on page 60 (Distributed deployments only)
• Defining an SQL Farm on page 61 (Semi-Distributed and Distributed deployments only)
• Configuring Multi-Data Centers (MDC) on page 62
4. Releases 3.2 and 3.5, Distributed Deployment only: You can add or change the following:
• Defining a High-End Database on page 60
5. Click Next and continue with Adding or Removing Components and Servers on page 79.
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Appendix B: Creating an SPC for Maintenance or UpgradeAdding or Removing Components and Servers
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Adding or Removing Components and Servers
The Server & Client Configuration window is where you will be doing most of your work. Each
machine and the components to be installed on it must be defined in this window.
Figure B-9 Server & Client Configuration Window - Servers Tab
From Release 4.1: You are required to add all Loggers to the SRT. NICE Deployment
Manager will only configure Loggers that are defined in the SRT.
BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing
Client workstations is not mandatory for creating a successful SRT Site Map for NICE
Deployment Manager. However, testing Client workstations can help forestall service calls
once you and the PSE have completed your tasks.
Test one of each machine type. For example, test one machine that is setup for a supervisor,
one machine that is setup for an agent with ScreenAgent, etc.
IMPORTANT
This step contains the core information of the package. The information in this step is used to
produce the Site Prep Checklist and affects the entire project delivery.
Use the Sale Solution Design that you received from the Sales Hand-over meeting to
complete this step. If you are unsure about any of the options, consult with Sales before
proceeding.
The list of Components
varies according to the
Product and Release
Add/Remove/Disable/
Remove Without
Uninstall
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Appendix B: Creating an SPC for Maintenance or UpgradeAdding or Removing Components and Servers
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Guidelines for defining Servers and Clients
• When the SRT is run by the customer in maintenance mode or upgrade mode, the SRT
discovers only servers, not client workstations. Therefore, it is recommended to add one of
each type of client workstation to the SRT, especially if new capabilities or features were
added to the system.
• To replace a faulty server, do not remove the server. Instead, select the server and click
Remove Server without Uninstall. This preserves the server’s place in the NICE system.
During the same SRT session, click Add Server, to add the replacement server.
EXAMPLE: You have a faulty Logger. Select the faulty Logger and click Remove Server without Uninstall. Then click Add Server and define the replacement Logger with all the same components as the faulty Logger.
Add Server
Add Unified ServerRemove Server Disable Server
Remove Server
without Uninstall
Stops services
on the server
n/a Stops services Stops services No
Includes the
server in the
Site Map
n/a No No No
Uninstalls
components on
the Server
n/a Stops services No No
When is this
option used?
Add a new server,
such as another
Logger or Storage
Center, to an existing
site.
Add a new unified
server.
Downsizing. Use to
remove extra
Loggers, Storage
Centers, etc.
When upgrading to a
new machine. Disable
the old machine and
save it on the side. In
the event that rollback
is required, the old
machine is ready for
use.
• Replacing a
machine that is
physically
damaged.
• During Upgrade
from a NICE
Perform 3.x
system, before
migrating the
databases,
remove all TDM
Loggers (NICELog
Voice Loggers)
that are already
installed with
version 9.4 or
higher. After
migration is
complete, these
Loggers must be
added back into
the Site Map as a
Standalone
Component.
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Appendix B: Creating an SPC for Maintenance or UpgradeAdding or Removing Components and Servers
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
To modify servers and clients:
1. In the Server & Client Configuration window, add, remove, or change the configuration of
servers as described in the following steps.
Figure B-10 Server & Client Configuration Window - Servers Tab
Figure B-11 Server & Client Configuration Buttons
2. Use the Server & Client Configuration buttons as follows:
NOTE: For guidance, see Maintenance and Upgrade Options on page 68.
• Add Server - add a new machine.
• Add Unified Recorder - add a new machine that can include a Logger and Interactions
Center all-in-one.
• Remove Server - uninstall a machine; remove the machine and all of it’s components
from the NICE system.
• Disable Server - remove the machine from the Site Map, however, do not uninstall it’s
components. This option is available only in Upgrade mode, and only after all components
have been unchecked for the server. This option preserves the server in its current state in
case rollback is required.
The list of
Components varies
according to the
Product and Release
Add/Remove/Disable/
Remove Without
Uninstall
Add Server
Remove Server
Remove Server
Disable Server
without Uninstall
Add Unified Recorder
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Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
• Remove Server without Uninstall - remove the machine, retaining the machine’s
identity and components in the Site Map. Use this option when replacing a faulty machine.
3. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host
name. Actual host names will be added by the customer. Each machine must have a different
dummy host name. If the Display Name is blank, enter a Display Name. Continue
with Step 4.
4. For Release 4.1 and higher: NICE Deployment Manager (NDM) must be installed on either
the NICE Sentinel Server, the Applications Suite Server, or on a Dedicated Server.
BEST PRACTICE
Install the NICE Deployment Manager on the Sentinel Server. NICE Deployment
Manager resides on-site and is used for Update Pack installation and Maintenance.
5. Repeat this entire procedure for all Servers and Clients.
6. Click Save to save the SRT Session.
7. Click Next. Since you entered only dummy addresses, you will receive a connectivity warning
message.
Figure B-12 Connectivity Warning
8. Click OK. The Installation Configuration window appears. Continue with the standard
procedures for creating the SRT Session, beginning with Defining the Configuration of the
Installation on page 43.
Figure B-13 Installation Configuration Window
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C
Running the SRT in a Cluster Environment
The SRT does not support Cluster environments for NICE Perform Releases 3.2 and 3.5.
This section describes the process for running the SRT in a Cluster environment. You, as the
NICE Project Team, run the SRT to initiate the SRT Session with the Clustering page.
Contents
Preparing to Run the SRT ..............................................................................................84
Running SRT in a Cluster Environment .......................................................................85
IMPORTANT
If the customer has only the databases or data mart on a cluster, and no other components, do
not use this procedure. Instead, follow the instructions in SRT for a New Installation
on page 28.
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Appendix C: Running the SRT in a Cluster EnvironmentPreparing to Run the SRT
Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)
Preparing to Run the SRT
In this chapter, the SRT is run in New Site Mode using the SRT Session that was started by the
customer.
Tips for Working with the SRT
• You can save the current session as often as you like.
• To continue a session after closing the SRT, start the SRT and load the saved SRT Session.
• To make a single change in an SRT Session, load the session, then click Next until you reach
the required step.
• You cannot change the Application Package in an SRT Session. To change the Application
Package, you must start a new session and re-enter all the information.
• You cannot change the Microsoft Cluster Name. To replace the Microsoft Cluster Name, you
must remove the cluster definition and create a new one.
• In each step of the SRT, the Next button is only activated after you have completed all the
relevant information and can rightfully move on to the next step.
Who runs the SRT? • NICE Project Team
What is the purpose of this run? • Initiate an SRT Session with the Cluster page.
Where is the SRT run? On any machine or laptop that meets the requirements in
Prerequisites for Running the SRT on page 23.
This machine does not need to be connected to the
NICE Servers. It requires internet connectivity only to
download the SRT software. Once the SRT software is
downloaded, this machine does not need internet
connectivity.
Important to know If the exact Microsoft Cluster Name is not known, run
the SRT using a temporary name to create an SRT
Session and SPC. The customer can use this SPC as a
guide for preparing the site. Then you will run the SRT
again using the exact Microsoft Cluster Name to create
an accurate SRT Session that the customer can use for
testing connectivity and site readiness.
The SRT Session can be saved at any time, during any
of the steps. You can reopen the same session to
continue, or make changes as needed.
Once you select Cluster environment, the Applications
Package is automatically defined as Custom and default
servers are not defined. You must add servers separately.
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Running SRT in a Cluster Environment
Throughout the SRT application, information icons appear . To see additional information and
tips, click one of these icons.
To prepare an SRT Session for a Cluster environment:
1. Open the Site Readiness Tool folder and double-click SRT.exe.
NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft Windows 2008,
then when you start SRT.exe, a UAC warning window will appear. Click Yes to run as
Administrator.
The Site Readiness Tool wizard starts.
Figure C-1 Site Readiness Tool - Welcome
2. Click Next.
IMPORTANT
As part of this procedure, you add the Clustering page to the SRT Session. Database and data
mart clusters are not defined on the Clustering page. Therefore, if the customer has only the
databases or data mart on a cluster, and not other components, do not use this procedure.
Instead, follow the instructions in SRT for a New Installation on page 28.
TIP: If you need to download the Site Readiness Tool, see Downloading Site
Readiness Tool Software on page 30.
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The Start window appears.
Figure C-2 Start
TIP: To undo changes and return the SRT Session to the state when it was last saved, click
Back until you reach the Start window. Then select Reload Session and click Next.
3. Select Start a new session. Then click Next.
The Company and Customer Point of Contact Information window appears.
Figure C-3 Company and Customer Point of Contact Information
TIP: Once you have saved the file, if you make changes to the Company Name or Site, the
original file name will not be changed.
4. The Company and Customer Point of Contact Information appears in the Session Summary
Reports. Complete this information. Then click Next.
The Company Name and Site become
part of the SRT Session file name
The Company Name becomes part
of the SPC file name
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The Work Mode window appears.
Figure C-4 Work Mode Window
5. In the Work Mode area, select New Site.
6. In the Target Product & Release area, select NICE Interaction Management and
Release 4.1.
7. Click Next.
The Environment window appears.
Figure C-5 Environment Window
If this is not a new
Session, this
window will be
read-only.
SelectCluster configuration
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8. In the Clusters and MDC area, select Cluster configuration.
The Applications Package changes to Custom Package.
9. If the customer has either the databases or data mart on a cluster, select SQL Farm.
10. In a Multi Data Center, in the Clusters and MDC area, select MDC configuration.
NOTE: For information on Multi Data Centers, see the Multiple Data Center (MDC) Configuration Guide.
11. Optional: If required by your environment, define one or more of the following:
• Defining a High-End Database on page 60 (Distributed deployments only)
• Defining an SQL Farm on page 61 (Semi-Distributed and Distributed deployments only)
• Configuring Multi-Data Centers (MDC) on page 62
12. In a Multi Data Hub site, if you are preparing a secondary site, then in the Data Hub type
area, select Secondary.
13. Click Next.
The Clustering window appears.
Figure C-6 Clustering Window
14. In the Add a Cluster area, click New as shown in Figure C-6.
The New button changes to Add, the fields in the Add a Cluster area are enabled, and the
Offline checkbox appears.
Click New
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Figure C-7 Clustering Window - New Cluster
15. In the Microsoft Cluster Name field, do as follows:
• If you know the correct cluster name, enter the correct cluster name.
• If you do not know the correct cluster name, enter a temporary name.
16. Since you are not connecting to the cluster, you can enter a dummy Username and
Password.
17. Select Offline. The Primary node and Secondary node fields appear.
18. Select the Cluster Type (this field can be edited by the customer):
Local - Both nodes use the same subnet. This requires one virtual IP address.
Multi-Site - Each node uses a different subnet. This requires two virtual IP addresses.
19. Enter the names of the Primary node and Secondary node. If you do not know the correct
names, you can enter temporary names (this field can be edited by the customer).
20. In the Add a Cluster area, click Add as shown in Figure C-8.
The cluster is added to the Managed Clusters list.
NOTE: In the Managed Clusters and Components lists, italic fonts indicated that the
cluster/component is not connected.
IMPORTANT
Once you define the Microsoft Cluster Name, it cannot be changed. If the correct name is not
available, enter a temporary name so that you can continue and generate a complete SPC with
cluster requirements for the customer. After the customer installs the cluster and supplies the
correct Microsoft Cluster Name, you will have to rerun the SRT, remove this temporary
cluster, and define a new cluster with the correct name.
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Figure C-8 Clustering Window - Defining a Cluster
21. In the Clustered Components area, click New.
Figure C-9 Clustering Window - New Clustered Component
The New button changes to Add, and the Clustered Components area becomes enabled.
Click Add
Click New
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Figure C-10 Clustering Window - New Component
22. Complete the Clustered Components area as follows:
• Component - Select the component to be installed on the cluster. Available options are:
• Applications Suite
• Interactions Center
• Insight-to-Impact Connect
• Reporter
• Group name - A default name appears.
IMPORTANT
Database and Data Mart clusters do not appear in the Components list. To define a Database
and/or Data Mart cluster, do the following:
a. In the Environment step, select SQL Farm. See Figure C-11 on page 92.
b. In the Server & Configuration step, add one server for each cluster (not two). See
Adding Components and Servers on page 93.
c. For the server defined for the cluster, select the Database and/or Data Mart component
installed on the cluster.
EXAMPLE: If the database and data mart are installed on the same cluster, add one machine and select both database and data mart.
If the database and data mart are installed on separated clusters, add two machines and select database for one machine and data mart for the other.
d. When the customer runs the SRT, make sure that the customer enters the SQL Cluster
Group Virtual Name in the Display Name field for the cluster server, not the host name.
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• Group Virtual Name - Enter a temporary name.
• Primary node - Select the primary node.
• Group Virtual IP - Enter a temporary value.
• Secondary node - Select the secondary node.
• Group secondary virtual IP - relevant for a multi-site cluster only. Enter a temporary
value.
NOTE: If you entered temporary names for the Primary node and Secondary node, these
are the names that will appear in these fields. Select the relevant node for each.
23. Click Add.
The component is added to the Components list for the cluster and the Add button reverts back
to New.
Figure C-11 Clustering Window - New Component
24. If more than one component is installed on the same cluster, repeat from Step 21.
25. To add another cluster, repeat from Step 14.
26. Click Next and continue with Adding Components and Servers on page 93.
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Adding Components and Servers
The Server & Client Configuration window is where you will be doing most of your work. Each
machine and the components to be installed on it must be defined in this window.
Figure C-12 Server & Client Configuration Window - Servers Tab
Each node of the defined Clusters appear in Servers list. The components are already added to
these servers. You cannot change these components.
You are required to add all Servers, including all Loggers, to the SRT. NICE Deployment
Manager will only install and configure Servers and Loggers that are defined in the SRT.
BEST PRACTICE
Since NICE Deployment Manager does not connect to, or install Client workstations, testing
Client workstations is not mandatory for creating a successful SRT Site Map for NICE
Deployment Manager. However, testing Client workstations can help forestall service calls
once you and the PSE have completed your tasks.
Test one of each workstation type. For example, test one machine that is setup for a supervisor,
one machine that is setup for an agent with ScreenAgent, etc.
IMPORTANT
This step contains the core information of the package.
Use the Sale Solution Design that you received from the Sales Hand-over meeting to
complete this step. If you are unsure about any of the options, consult with Sales before
proceeding.
Components to be
installed on the node
Cluster Nodes
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To define the remaining servers and clients:
1. In the Server & Client Configuration window, on the Servers tab or on the Clients tab,
click Add.
Figure C-13 Server & Client Configuration Window - Servers Tab
New Servers appear as Unknown Server on the Servers tab.
New Client Workstations appear as Unknown Client on the Clients tab.
2. If the customer has either the databases or data mart on a cluster, add one server for each
cluster (not two). Then select the Database and/or Data Mart component installed on the
cluster. When the customer runs the SRT, make sure that the customer enters the SQL Cluster
Group Virtual Name for the machine in the Display Name field. Do not enter the host name.
EXAMPLE: If the database and data mart are installed on the same cluster, add one machine and select both database and data mart.
If the database and data mart are installed on separated clusters, add two machines and select database for one machine and data mart for the other.
3. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host
name. Actual host names will be added by the customer. Each machine must have a different
dummy host name.
TIP: To filter the list of servers, enter text in the search box and then press Enter or click
the Filter list and select Basic. To clear the filter, select None.
The search box is case-sensitive!
Select Components
Servers and Clients tabs
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4. In the Display Name field, enter a name for identifying the server.
5. In the Components section, select the relevant components to be installed on this machine.
Use the following guideline:
• NICE Deployment Manager (NDM) must be installed on either the NICE Sentinel
Server, the Applications Suite Server, or on a Dedicated Server.
BEST PRACTICE
Install the NICE Deployment Manager on the Sentinel Server. NICE Deployment
Manager resides on-site and is used for Update Pack installation and Maintenance.
6. Repeat from Step 1 until all Servers, Loggers, and Workstations are added.
7. Click Save to save the SRT Session.
8. Since you are not connected to the site, there is no need to test connectivity. Click Next.
9. Since you entered only dummy addresses, you will receive a connectivity warning message.
Click OK.
Figure C-14 Connectivity Warning
The Installation Configuration window appears.
Figure C-15 Installation Configuration Window
10. Continue with the standard procedures for creating the SRT Session, beginning with Defining
the Configuration of the Installation on page 43.
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D
Exporting the SRT Site Map
Prior to running NICE Deployment Manager, the SRT must be run to test connectivity and, for
Release 4.1 and higher, to create the SRT Site Map (.srt). The SRT Site Map is the file that is
imported into NICE Deployment Manager, and must be created not more than 24 hours prior to
starting NICE Deployment Manager.
The PSE is responsible for this SRT run and must do so using the latest SRT Session that the
Customer sent to the NICE Project Team. Instructions for the PSE can be found in the NICE
Interaction Management Installation Guide or in SRT for NICE Perform 3.2/3.5 Guide.
In the event that the latest SRT Session is not available, this chapter describes how the PSE can
create a new SRT Session and complete the process.
Contents
Preparing to Run the SRT ..............................................................................................97
Creating an SRT Session...............................................................................................98
Exporting the SRT Site Map for NICE Deployment Manager....................................101
NOTE: To test connectivity and to export the SRT Site Map required by NICE
Deployment Manager, you must have connectivity to all machines.
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Appendix D: Exporting the SRT Site MapPreparing to Run the SRT
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Preparing to Run the SRT
In this chapter, the SRT is run in New Site Mode to create a new SRT Session and to export the
SRT Site Map.
Tips for Working with the SRT
• You can save the current session as often as you like.
• To continue a session after closing the SRT, start the SRT again and load the SRT Session as
described in Initializing an SRT Session on page 31.
• To make a single change in an SRT Session, load the session. Then click Next until you reach
the required step.
• In each step of the SRT, the Next button is only activated after you have completed all the
relevant information. Only then can you move on to the next step.
Who runs the SRT? • PSE
What is the purpose of this run? • Release 4.1 and higher: Test connectivity and
requirements, and export the SRT Site Map (.srt)
file for import into NICE Deployment Manager.
• Releases 3.2 and 3.5: Test connectivity and
requirements.
Where is the SRT run? On any machine connect to the customer’s servers and
that meets the requirements in Prerequisites for
Running the SRT on page 23.
Important to know The SRT Session can be saved at any time, during any
of the steps. You can reopen the same session to
continue, or make changes as needed.
What to prepare before beginning • For Release 4.1 and higher: NICE Capacity
Planner in XML format.
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Creating an SRT Session
Use this procedure to create the SRT Site Map if the SRT Saved Session is not available.
In this procedure, you will be creating a new session and testing connectivity.
Follow the process beginning with Downloading Site Readiness Tool Software on page 30,
making changes as noted below.
1. Complete the following procedures as is:
a. Downloading Site Readiness Tool Software on page 30
b. Initializing an SRT Session on page 31
c. Defining the Site Environment on page 34
2. Complete Configuring Servers and Clients on page 37 with the following changes:
a. In Step b on page 40, in order to export the SRT Site Map (.srt) file for NICE
Deployment Manager, you must be connected to the site and test connectivity. Do the
following:
• Enter the Host Name of the machine.
• Enter the User Name and Password of a user with administrative privileges on this
machine. Examples:
local user account: johns
domain user: DomainName\johns
BEST PRACTICE
If the User name and Password are identical on all machines, do as follows:
• Enter the User name and Password for one machine. Then click Copy Credentials.
Copy Credentials will overwrite any user name and password already defined. So, first copy,
and then, if needed, change the credentials of individual machines.
b. In place of Step 12 on page 42, you must test connectivity: Select all the machines on the
Servers tab and click Test Connectivity.
IMPORTANT
To complete this process, you must have connectivity to all machines.
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NOTE: As part of testing connectivity, the SRT automatically installs and launches the
Site Readiness Tool Agent (SRTA.exe) on each machine. SRTA runs in the background and
does not require user intervention.
c. Repeat Step b for the Clients tab.
d. If all machines on both the Servers, and the Clients tabs are successfully connected,
click Save to save the SRT Session. Then click Next and continue with Step 3.
3. Complete Defining the Configuration of the Installation on page 43 until Step 11
on page 47. Then do the following:
a. Enter the User Names and Passwords.
b. If you are connected to the SQL Server, and the customer does not have a designated user
account for the SQL Services user, select the SQL Auto Setup creates admin user
checkbox. The SQL Auto Setup will create a designated user for this purpose. Note that
this option will only be available if the SRT was able to successfully connect with the SQL
Server.
c. Enter a valid Password for each of the following. You might also need to change the
User Names.
• NICE Services user - The user under which all the NICE components will run. This
user is also used by the relevant components to connect to the Database.
• NICE Administrator login user - The Windows (NT) login used by the system
administrator role to connect to the Database.
• SQL Services user - The user under which the SQL Server services will run. If you
have a designated user account for the SQL Services user, enter this designated user
account.
IMPORTANT
Each server and client workstation must successfully past the Connectivity Test.
Green indicates a
successful test
TIP: To view connectivity details for a failed machine, click the indicator icon next to the
machine. Correct the problem(s) indicated, save the SRT Session and then retest.
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• Sentinel Services user - The user under which the Sentinel services will run.
• Anonymous logon for IIS Server user - This is applicable for Release 3.2 and 3.5
only, and only on a Windows 2003 operating system.
• Database SQL Credentials - If your site uses SQL authentication, then this field
will be enabled. Enter the credentials for the Database Server.
• Data Mart SQL Credentials - If your site uses SQL authentication, then this field
will be enabled. Enter the credentials for the Data Mart Server.
d. Click Validate Credentials.
e. Click Save to save the SRT Session. Then click Next.
4. Complete Defining Integrations on page 48 with the following change:
• In Step 3 on page 49, complete the Connection Test area.
5. Do not perform the following procedures:
a. Creating the SRT Session, SPC, and ITP on page 51
b. Completing the SPC on page 54
c. Delivery to the Customer on page 56
6. Continue with Exporting the SRT Site Map for NICE Deployment Manager on page 101.
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Exporting the SRT Site Map for NICE Deployment Manager
In this procedure, you do the following:
1. Test all machines for readiness. The previous tests were for connectivity. Now the
machines are being tested for prerequisites and readiness.
2. Export the SRT Site Map (.srt) file that is required to run NICE Deployment Manager.
To run SRT tests and export the SRT Site Map:
1. In the Tests window, select all Servers and all Clients.
Figure D-1 Tests Window
2. Verify that the SRT has connectivity to all Servers and to all Clients .
IMPORTANT
NICE Deployment Manager must be started within 24 hours of creating the SRT Site Map in this
procedure. If, for some reason, NICE Deployment Manager is not started within 24 hours, you
must recreate this file.
NOTE: The SRT runs the tests based on the default ports used in the NICE System.
However, in some sites, due to configuration considerations, some of the port numbers
may have been changed. In such cases, you must update the SRT to use the new port
numbers. To update port numbers, do the following:
a. Expand Network Requirements.
b. Scroll down to the relevant row, then double-click the Port number and enter a new
Port number.
c. Press Enter. A Warning window appears. Click OK.
1. All Servers and Clients
2. All Servers and Clients
3. All Tests must be selected
4. Click Run Tests
must be selected
must be connected
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3. Verify that all tests are selected.
By default, in the Tests window, all servers and all tests are selected.
• To bypass all tests for a server, clear the checkbox for that server.
Figure D-2 Bypassing All Tests for a Server
• To bypass only some tests for a server, click the server in the servers list, then clear the
checkbox for the tests to be skipped. The checkbox for the server remains selected.
Figure D-3 Bypassing One Set of Tests for one Server
NOTE: When you bypass tests, they are bypassed only for the selected server. To
bypass a test for more than one server, select each server separately.
4. Click Run Tests. The SRT runs. This process takes a few minutes.
The color indicator next to each server indicates its status:
Green indicates that all tests were successful
Yellow indicates that some warnings occurred. You can proceed with installation, however,
it is highly recommended to review the warnings first.
Red indicates that crucial tests failed and installation cannot proceed.
Some tests cannot be performed while the NICE system is running. In this case, a warning
message appears.
Figure D-4 Run Tests - Warning
This server will
not be tested
Only one server
is selected
Tests for Partitioning
Requirements will be skipped
only for the selected server
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5. If the Warning message appears, select one of the following options:
6. You can view test results in this window, or click Next to review test results in the Report
window.
Option What will happen
• Abort Select this option to abort running all tests.
• Retry Select this option if the user has decided that the system can be stopped.
Before selecting Retry, the user must manually stop ALL of the NICE
Services and SQL services on all of the machines specified in the left pane
(servers and clients).
Selecting this option runs all the SRT tests.
• Ignore Select this option if the NICE system cannot be stopped. By selecting this
option, the SRT will clear the Network Requirements and CTI
Requirements Tests from all of the selected servers so as not to interfere
with recording.
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Figure D-5 Report Window
TIP: There are several links on this page and throughout the report. Click a link to drill-down
for more detailed information.
The report is automatically saved in PDF and in Excel format in the following location:
...\<SRT Files>\Reports
Figure D-6 Report Location
NOTE: In PDF or Microsoft Word format, information in collapsed areas will not be
accessible. If you will be using one of these formats, expand the areas that you need, and
save the file again. In Microsoft Excel format, all information is available and links are active.
7. If there are no failed tests, then the SRT is complete. Click Export to NDM.
The standard Windows Save As window appears. The SRT Site Map has an SRT extension.
Figure D-7 Sample SRT Site Map File Name
8. Select a location and save the SRT Site Map (.srt).
This is the SRT Site Map that you will need to import into NICE Deployment Manager!
Start NICE Deployment Manager within 24 hours of creating this file.
9. Close the SRT.
Save Report Save SRT Session
Export to NDM
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C
TDM Logger Firewall Settings
The following procedure describes how to connect to a TDM Logger from the SRT while the
Windows firewall is enabled.
To enable the Windows Firewall on a TDM Logger:
1. Define ports 8085 and 135 as TCP Ports as follows:
• Set the Scope for Any computer
Figure C-1 Change Scope Window
• Verify that File and Printer Sharing are enabled
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Figure C-2 Windows Firewall Settings
2. Ensure that the user account on SRT machine is a local administrator on the TDM Logger.
NOTE: If the user account on SRT machine is not an administrator on the TDM Logger, but
the user account has Remote Enable permission on the TDM Logger, then the user must also
be given DCOM Remote Launch and Remote Activation privileges on the TDM Logger by
running Dcomcnfg.exe at the command prompt.
3. On the TDM Logger, allow for remote administration as follows:
a. From the Start menu, open the Run window and enter gpedit.msc.
b. Navigate to: Local Computer Policy > Computer Configuration > Administrative
Templates > Network > Network Connections > Windows Firewall.
c. If the Logger is in the domain, then double-click Domain Profile. Otherwise,
double-click Standard Profile.
d. Click Windows Firewall: Allow remote administration exception.
e. From the Action menu, select Properties.
f. Click Enable, and then click OK.
4. Set Local security policy as follows:
a. The Network security setting: LAN Manager authentication level Properties
should not be under the level:
Send NTLMv2 response only\refuse LM & NTLM (all other levels are ok)
b. Verify that the UAC (User Account Control) is configured as described in the Microsoft
Windows 2008/2008 R2 Configuration Guides.