NICE Administrator`s Manual V8.9 Rev. A3

Transcription

®
®
NICE Administrator's Manual
8.9
July 2004
385A0119-06 Rev. A3
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or
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5.353.168 5.861.959 5.937.029 6.122.665 6.046.824 6.330.025
6.542.602
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385A0119-06 Rev. A3
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Contents
Introduction
11
About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Site Configuration Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1
Getting Started
15
Working with the NICE Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Starting NICE Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Defining a Database Connection Upon Startup . . . . . . . . . . . . . . . . . . . . . . 18
NICE Administrator Window Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Window Component Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Setting Up Site Name and Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . 24
Specifying the Site Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning Site Access Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning NICE Application Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Assigning Data Field Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Defining the Site Password Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Defining Password Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Managing Site Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing the NICE Administrator Password. . . . . . . . . . . . . . . . . . . . . . . . . 33
Viewing the Legend of NICE Administrator Icons . . . . . . . . . . . . . . . . . . . . . 34
2
Managing NiceLog Loggers
35
Defining New Voice and VoIP Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Adding a Remote Tape Server (RTS) to the Logger Definition . . . . . . . . . . 39
Setting Up Additional Features for a Logger . . . . . . . . . . . . . . . . . . . . . . . . 41
Defining New Screen Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Contents
NICE Administrator’s Manual V8.9 Rev. A3
5
Setting Up Audio Input Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Audio Input Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Audio Activity Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Audio Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Defining Input Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Setting Up the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Defining the Output Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Modifying the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Deleting the Output Manager Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Defining Output Buses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Defining Output Channel Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Setting Up Predefined Selective Recording. . . . . . . . . . . . . . . . . . . . . . . . . . 63
Defining an N+1 Logger Chain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Modifying a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Deleting a Logger Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Backup and Retrieval Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Setting Up Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Setting Up Automatic Archiving with an Autoloader Device . . . . . . . . . . 73
Disabling Automatic Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Manually Archiving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Retrieving Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Retrieving Audio from Archiving Media . . . . . . . . . . . . . . . . . . . . . . . . . 79
Retrieving Data from an External Logger . . . . . . . . . . . . . . . . . . . . . . . . 82
Deleting Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Enabling/Disabling an Archiving Device . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Displaying Archiving Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Printing Archiving Device Status Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 86
3
Managing NiceCLS Servers
89
Adding a New NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Adding Multiple NiceCLS Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Contents
6
Managing NiceCLS Mapping Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
What are Mapping Tables? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Mapping Table Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Telephone Book Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Agent Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Customer Name Mapping Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Changing a Mapping Table Entry Value . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Managing System Lists for NICE Administrator . . . . . . . . . . . . . . . . . . . . . . 99
Managing Data Lists for NICE Forms Designer . . . . . . . . . . . . . . . . . . . . . 102
Modifying a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Deleting a NiceCLS Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
4
Managing Users and User Groups
105
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
About Users, Agents, and Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
About Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
What are Profiles and How Can I Use Them? . . . . . . . . . . . . . . . . . . . 109
What is the Same as User option? . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Defining a User as an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Adding Personal Details to a User Definition . . . . . . . . . . . . . . . . . . . . . . . 115
Assigning User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Assigning a User Access to All Users . . . . . . . . . . . . . . . . . . . . . . . . . 118
Assigning NiceCLS User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Modifying User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Deleting User Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Adding User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Assigning Privileges to a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Modifying User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Deleting User Group Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Managing User Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Filtering the Users Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Contents
7
Restoring the Users Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Filtering the User Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Restoring the User Groups List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Setting Up User Information Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
User Information Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
5
Setting Up Selective Recording
143
What is a Recording Program?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Starting the NICE Recording Planner Application . . . . . . . . . . . . . . . . . . . . 145
Setting Up a New Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Recording Programs that Prevent Recording . . . . . . . . . . . . . . . . . . . . . . . 155
Area Code Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Modifying a Recording Program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Enabling/Disabling a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Deleting a Recording Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
6
Managing the Media Library Server
161
Adding a New Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Modifying Media Library Server Definitions . . . . . . . . . . . . . . . . . . . . . . . . 167
Deleting a Media Library Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Working with the Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Printing Media Cassette Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Manually Labeling Media Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Identifying Cassettes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
7
Maintenance
175
Preventive Maintenance Timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
General Routine Visual Inspection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Logger/Server LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
SONY AIT Drive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Contents
8
AIT Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
SONY Magneto Optical (MO) Drive Maintenance . . . . . . . . . . . . . . . . . . . . . 179
MO Drive Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
DAT Drive and Cassette Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
DAT Drive LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
HP DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
SONY DAT Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
DAT Drive Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
DAT Cassette Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Air Filter Scheduled Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Media Label Printer Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
A
User Privileges
185
Servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
CLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Glossary
197
Index
207
Contents
9
This page is left intentionally blank for double-sided printing.
Introduction
Welcome to the NICE Administrator’s Manual.
This manual covers the tasks that the NICE (System) Administrator performs to configure and
maintain resources in your NiceLog system.
NiceLog applications used by the Administrator include the following:
•
NICE Administrator Application used by the Site Administrator to set up and configure
system resources, which include the following:
•
Users and User Groups
•
NiceCLS Servers
•
Audio Input Channels
•
Audio Output Devices
•
NiceScreen Loggers
•
Media Library Server
The NICE Administrator application is described in this manual.
•
NICE Query
Application used to locate and play recorded audio. NICE Query is
described in the NiceLog User’s Manual.
•
NICE Supervision
Application that generates alarms if system failure occurs, and
maintains a log of system events. NICE Supervision is described in
the NICE Supervision User’s Manual.
•
NICE Monitor
Application used to monitor live audio. NICE Monitor is described
in the NiceLog User’s Manual.
NOTE: To install NiceLog applications, refer to the NiceLog Workstation Applications
Installation Guide.
11
About This Manual
About This Manual
This manual describes the NICE Administrator application and how it is used to manage NiceLog
system components.
This manual is divided into the following chapters:
Chapter 1 - Getting Started: Explains the main window components and how to start NICE
Administrator, site access privileges, passwords, and security set up.
Chapter 2 - Managing NiceLog Loggers: Explains how NiceLog Logger definitions are added,
modified, and deleted; how an N+1 Logger is defined; how the Output Manager is set up; and how
audio is archived and retrieved.
Chapter 3 - Managing NiceCLS Servers: Explains how NiceCLS Server definitions are added,
modified, and deleted. NiceLog Mapping Tables are described and how they are created and
edited.
Chapter 4 - Managing Users and User Groups: Explains how user and user group definitions
are added, modified, and deleted.
Chapter 5 - Setting Up Selective Recording: Explains how the Recording Planner works.
Chapter 6 - Managing the Media Library Server: Explains how a Media Library Server
definition is added, modified, and deleted.
Chapter 7 - Maintenance: Provides maintenance procedures and information for NiceLog
system equipment.
12
Site Configuration Workflow
Site Configuration Workflow
The following workflow describes the basic steps involved in configuring your site for the first
time. Procedures for additional options and features are provided within this manual as needed.
Click a step and the instructions will appear.
Setting Up Site Name and Access Privileges (page 24)
Defining New Voice and VoIP Loggers (page 36)
Adding a New NiceCLS Server (page 90)
Defining New Screen Loggers (page 46)
Defining Output Buses (page 59)
Defining the Output Manager (page 58)
Adding Users (page 111)
Define Agents
Using NICE Administrator
- or -
Defining a User as an Agent (page 113)
Using the Uploader Utility
Setting Up User Information Files
(page 138)
Adding User Groups (page 123)
Media
Library?
Yes
Adding a New Media
Library Server
(page 162)
13
1
Getting Started
Contents
Working with the NICE Toolbar ..................................................................................... 16
Starting NICE Administrator .......................................................................................... 17
NICE Administrator Window Components ................................................................... 23
Setting Up Site Name and Access Privileges .............................................................. 24
Defining the Site Password Policy................................................................................ 28
Managing Site Security .................................................................................................. 31
Changing the NICE Administrator Password............................................................... 33
Viewing the Legend of NICE Administrator Icons ....................................................... 34
Chapter 1: Getting Started
15
Working with the NICE Toolbar
Working with the NICE Toolbar
The NICE Toolbar window enables quick and convenient launching of the NICE applications.
Each individual module can also be started separately.
To start the NICE Toolbar:
1. In the Windows Start menu, choose Programs, NICE Applications, and then choose NICE
Toolbar. The NICE Toolbar Login window appears.
2. Type your login name and password in the Login Name and Password fields, and click
Login. The NICE Toolbar appears.
Figure 1-1
NICE Toolbar
NOTE: The buttons available in the NICE Toolbar reflect the NICE applications that
are installed.
The NICE Toolbar icons represent the following applications:
NICE Administrator
NiceUniverse Evaluator
NiceUniverse Forms Designer
NiceUniverse List Editor
NICE Monitor
NICE Query
NiceUniverse Scheduler
NOTE: For NICE Reports, refer to the NICE Reporter User Manual.
16
Starting NICE Administrator
The first time NICE Administrator is started, there are no defined resources. The System
Administrator must define all resources relevant to the site. Site Configuration Workflow
on page 13 outlines the steps needed to setup a NiceLog System.
Generally, you start the application by typing your NiceLog system user ID and password.
However, you might need to define a new NiceCLS database connection in one of the following
cases:
•
You are starting the NICE Administrator application for the first time and the data source is
not defined in your workstation.
•
You want to connect to an undefined NiceCLS database.
For more information, see Defining a Database Connection Upon Startup on page 18.
To start NICE Administrator:
Administrator.
The Login NICE Administrator window appears.
Figure 1-2
Login NICE Administrator Window
2. Type your user name in the Login name field.
3. Type your password in the Password field.
4. Click OK.
A connection is made to the database, and the NICE Administrator window appears. See
Figure 1-18 on page 34.
17
Defining a Database Connection Upon Startup
A connection must be established to the NiceCLS database. NICE Administrator application
requires a TCP/IP ODBC connection. It does not operate with Named Pipes.
In sites with more than one NiceCLS Server, you can connect only to a NiceCLS Server that is
defined as a Master Server.
In addition to the procedures in this section, you can also define and edit database connections by
opening the Control Panel and double-clicking the ODBC icon.
To start NICE Administrator and define a database connection:
1. In the Windows Start menu, in the Programs menu, choose NICE Applications. Then choose
NICE Administrator.
The Login NICE Administrator window appears.
Figure 1-3
Login NICE Administrator Window
2. Click the Data source button to define a database connection, or connect to a different
database.
The Select Data Source window appears.
18
Figure 1-4
Select Data Source Window
3. Click the Machine Data Source tab.
4. If the NiceCLS database you want to work with is already defined,
a. Select it and click OK. The SQL Server Login window appears.
b. Click OK. The Login NICE Administrator window appears. See Figure 1-3 on page 18.
c. Skip to Step 17 on page 22.
5. Click New to define a new NiceCLS database.
The Create New Data Source window appears.
Figure 1-5
Create New Data Source Window
6. Select System Data Source (to share the database), and click Next.
The Create New Data Source window appears with a list of drivers.
19
Figure 1-6
Create New Data Source Window - SQL Server
7. Select SQL Server, and click Next.
The Create New Data Source window appears for you to confirm the information.
8. Click Finish.
The Create a New Data Source to SQL Server window appears.
Figure 1-7
Create a New Data Source to SQL Server Window
In this window, you can define a data source to connect to the SQL Server.
9. In the Name field, type the name you want to give to the data source.
In the How do you want to describe the data source? field, type a brief description of the
data source.
In the Which SQL Server do you want to connect to? field, click the drop-down list and
select the SQL Server you want to connect to.
10. Click Next.
20
Figure 1-8
11. Select With SQL Server authentication using a login ID and password entered by the
user.
The Login ID and Password fields are enabled.
12. In the Login ID field, type sa.
Leave the Password field empty and click Next.
Figure 1-9
13. Mark Use ANSI quoted identifiers and Use ANSI nulls, paddings and warnings. Click
Next.
21
Figure 1-10
14. Mark Perform translation for character data, and click Finish.
The ODBC Microsoft SQL Server Setup window appears.
Figure 1-11
ODBC Microsoft SQL Server Setup Window
15. Click OK. The Select Data Source window reappears.
16. Click OK. The data source you defined connects to the SQL Server you selected. The Login
NICE Administrator window appears. See Figure 1-3 on page 18.
17. In the Login NICE Administrator window, type your Login name and Password and click
OK.
NOTE: When NICE Administrator is installed, a single System Administrator is
defined. This Administrator has complete system access privileges. The user ID and
password for the initial Administrator are provided by the installer.
22
NICE Administrator Window Components
NICE Administrator window contains components that enable you to set up Users, Servers,
Loggers and Channels in your system.
Figure 1-12
Menu Bar
Toolbar
Shortcut
Bar
Resource
List
Resource
Definition
Area
Status Bar
Window Component Tips
The following tips are useful when working with NICE Administrator window components:
•
Resources in the Resource List can be dragged to the Shortcut Bar to enable quick opening of
definitions in the Resource Definition area. When a resource is dragged to the Shortcut Bar, an
icon for that resource is automatically created. Shortcuts you create in the Shortcut Bar are
saved and restored the next time you enter NICE Administrator.
•
New resources are added to the relevant category in the Resource List.
•
Click the Users - Groups button, or the Servers button in the Shortcut Bar to display
shortcuts for that category.
•
When you make changes to one resource definition, and move on to another resource in the
Resource List, you are prompted to save the changes you made. If you click Yes in the prompt
window, the changes you made to the definition of that specific resource are saved.
You can also save changes to a specific resource definition by clicking Save in the toolbar.
•
You can only define/modify one resource at a time.
•
When adding a new resource, to cancel without completing and saving the information, make
sure that the new resource is selected in the Resource List and click Delete in the toolbar.
23
Setting Up Site Name and Access Privileges
The first step for managing your site using NICE Administrator, is to set up global site data. This
includes specifying a site name, and assigning access privileges for all NICE applications and data
fields available in your system.
Specifying the Site Name
To specify the site name:
1. In the NICE Administrator window, select Site in the Resource List, and click the General tab
in the Resource Definition area.
The General tab appears (see Figure 1-12 on page 23).
2. In the Name field, type a name for your site.
3. In the toolbar, click Save.
The name you specify is saved and appears at the top of the Resource List.
Assigning Site Access Privileges
Before you define resources for your NiceLog system, you must set access privileges for NICE
applications and data fields available in your system. Each application in the system can be
enabled for the entire site, and data fields can be enabled/disabled for viewing, querying, and
editing.
Access privileges for NiceLog system applications and data fields are structured hierarchically.
The highest level of access privileges is set at the site level. All users in the system inherit the
privileges assigned at site level. These privileges cannot be removed from individual users.
A complete list of available privileges, along with a brief explanation and suggested assignments
can be found in User Privileges on page 185.
Assigning NICE Application Privileges
At the site level, you can enable access privileges for NICE application components.
When you enable an access privilege for a NICE application component at the site level, that
component appears selected at the user level. This means that every user defined at the site has
access to the component.
TIP: Privileges enabled at site level are received by all users and cannot be removed
so assign privileges at site level with caution.
To set NICE application privileges at the site level:
1. In the NICE Administrator window, select Site in the Resource List, and click the Privileges
tab in the Resource Definition area.
24
The Privileges tab appears.
Figure 1-13
Site Definition Privileges
Resource List
Resource Definition Area
2. In the Resource List, click the resource to which you want to assign privileges.
A list of available privileges for the resource you selected appears in the Resource Definition
area.
3. In the Resource Definition area, mark the privileges that you want to assign to all users in
the site.
To limit privileges on the user and group level, see Managing Users and User Groups
on page 105.
4. When you are finished defining site level privileges, click Save in the toolbar to save the
changes you made.
Assigning Data Field Privileges
Data fields are fields in the NICE applications that contain information about a call and other audio
segments recorded in the NiceLog system.
Data fields available at your site are obtained from the following sources:
•
The telephony switch connected to your NiceLog system
•
Logger data fields
•
NiceCLS mapping tables
•
User-defined data
NICE Administrator can enable and disable data fields for viewing, querying and editing.
25
To set data field privileges for the entire site:
1. In the NICE Administrator window, select Site in the Resource List, and click the Columns
The Columns tab appears.
Figure 1-14
Site Columns Setup
2. All the data fields available for your site are listed under Column.
To change the name of a field, in the Name column, double-click the name of the field, and
type the new name.
3. In the View, Query and Edit columns, mark the checkbox to enable/disable the data field for
the entire site.
NOTE: It is important to set maximum privileges for all required data fields. If you limit
data field privileges at this level, you will not be able to enable those privileges at other
levels in NICE Administrator.
4. Double-click in the User Defined column to display up/down arrow buttons. Then, use the
arrow buttons to select a value from 1 to 5. The value represents the user-defined data field
that you want to map to.
NOTE: User-defined data fields are displayed in the Query Editor in NICE Query. For
more information about the Query Editor, see the NiceLog User’s Manual.
26
5. If you want to use a user-defined list of values for the data field, double-click in the List
column, and type the name of the list that contains possible values.
NOTE: User-defined value lists are created using the NICE Administrator application
List Editor. For more information, see Managing NiceCLS Servers on page 89.
6. When you complete site data field settings, click Save in the toolbar.
The data field information you specified for the site is saved.
27
Defining the Site Password Policy
The password policy for all users at the site is determined using NICE Administrator. When
defining NICE applications users, each user is assigned a password and access privileges to each
application and to the individual components within the applications. For more information about
user access privileges, see Managing User Profiles on page 129.
In the NICE Administrator application Site definition, user password parameters are configured
for all users defined in the system.
NOTE: A User’s password cannot be identical to the User’s first name, last name,
login name, or extension. Additional restrictions can be applied by selecting the Strict
password checking option on the Passwords tab. See Figure 1-15 on page 28.
Defining Password Parameters
To define user password parameters:
1. In the NICE Administrator window, select Site in the Resource List, and click the
Passwords tab in the Resource Definition area.
The Passwords tab appears.
Figure 1-15
Site Password Setup
28
2. In the Maximum Password Age area, select one of the following options:
Password never expires
Select this option if you do not want user passwords to
expire.
Expires in __ days
Select this option if you want user passwords to expire
after the number of days you specify. Use the up/down
arrows to select the value.
3. In the Password History area, select one of the following options:
No Password History
Enables the user to use previous passwords.
Remember last __ passwords Select this option to cause the system to remember a
specified number of previous passwords. A user will not
be able to use any of the specified number of their
previously used passwords when changing their
password. Use the up/down arrows to select the value.
4. In the Minimum Password Age area, select one of the following options:
Change any time
Select this option to enable user passwords to be changed
whenever necessary.
Allow change after __ days
Select this option to enable user passwords to be changed
only after the number of days you specify. Use the up/
down arrows to the select the value.
5. In the Password Checking area, set the following options:
At least __ characters
Specify a minimum number of characters that the
password must include. The value must be at least 5. Use
the up/down arrows to select the value.
Strict password checking
Select this if you want to apply strict password checking
rules. The rules include the following:
•
The password cannot include leading or trailing
blanks.
•
The password cannot have more than two identical
consecutive characters.
•
The password cannot contain only digits or only
letters.
6. In the Forbidden Passwords area, you can define passwords that may not be used by users
in the system.
The options in this area are as follows:
Add
Click this button to define a password that cannot be used
by a user.
29
The Forbidden Password window appears.
Type the password that you do not want users to use, and
click OK.
The password you specified is added to the Forbidden
Password list.
Edit
Select a password in the Forbidden Password list, and
click this button to modify the password you selected.
The Forbidden Password window appears.
Modify the password as desired and click OK.
The password is modified and the change is shown in the
Forbidden Password list.
Delete
Select a password in the Forbidden Password list, and
click the Delete button to remove it from the list.
7. When you complete site password settings, click Save in the toolbar.
The password information you specified is saved.
30
Managing Site Security
Site security involves the following:
•
Account Lockout information
•
Displaying login information
•
Auto Application Lock information
•
Expanding playback time
•
Dual Password requirements
To set site security parameters:
1. In the NICE Administrator window, select Site in the Resource List, and click the Security
The Security tab appears.
Figure 1-16
Site Security Setup
31
2. In the Account area, the options are as follows:
Lockout after __ bad login
attempts
Specify how many login attempts the user will have
before being locked out of the system.
Lockout refers to when the system disables a user’s
account. In this case, the user no longer has access to the
NICE applications. To enable a locked out account, the
Site Administrator must unmark the Account Locked
Out option in the NICE Administrator application User
Definition section. (See Managing Users and User
Groups on page 105 for more information.) Use the up/
down arrows to specify the number of bad logon attempts.
Display login information
Mark this option if you want user login information to be
displayed each time the user logs in. The information
includes how many attempts the user made to log in, and
other related information.
3. In the Application Auto-Lock area, you can set the idle time after which any application that
has not been active, and to which a user is logged in, will automatically lock and the user will
have to reenter the login password. Each open application locks separately. Use the up/down
arrows to specify the number of idle minutes.
4. In the Expand Playback area, the Expand playback interval __ seconds option enables
you to specify the number of seconds you want to add before and after the playback time of the
recording. This is useful, for example, when you want to hear audio that begins immediately
upon playback and is too fast to be understood. Adding several seconds before the audio
begins may enable the user to understand the audio better. Use the up/down arrows to specify
the number of seconds.
NOTE: The Expand playback interval option can only be used for audio that was
recorded through a microphone or a speaker.
5. In the Playback Dual Password area, the options are as follows:
No playback restriction
Allows the user to playback any of his own recordings at
any time.
Require colleague login for
calls older than __ minutes
After the specified amount of minutes has passed, a
second password is required in order for the user to
playback his own recordings. Use the up/down arrows to
specify the number of minutes.
NOTE: A second password is required at all times in
order for a user to listen to recordings other than his own.
For more information about Dual Password Playback, see the NiceLog User’s Manual.
6. In the Playback Division for Long Calls area, you can set the number of minutes for each
segment of a long call.
32
Changing the NICE Administrator Password
7. In the Windows Username Uniqueness area, clear this checkbox only if more than one user
will be logging in with the same Windows user ID. In this case, the agent cannot be uniquely
identified in a Free Seating by Agent Username environment.
8. When you complete the configuration of site security settings, click Save in the toolbar.
The security information you specified is saved.
Changing the NICE Administrator Password
NICE Administrator application is installed with a NiceLog System Administrator for whom all
access privileges are enabled. The initial user name and password of the first System
Administrator are provided by the system installer.
The user name and password of the initial Administrator should be changed the first time NICE
Administrator is started. After the first time, it is recommended to change the password
periodically for security purposes.
To change the Administrator password:
1. In the System menu, choose Change Password.
The Change Password window appears.
Figure 1-17
Change Password WIndow
The Change password for field displays the currently logged-in user.
2. In the Old password field, type the current password.
3. In the New password field, type the System Administrator’s new password.
4. In the Retype new password field, type the new password again in order to confirm it.
5. Click OK.
The System Administrator’s password is changed to the one you specified.
33
Viewing the Legend of NICE Administrator Icons
Viewing the Legend of NICE Administrator Icons
NICE Administrator icons are listed and described in a Legend window.
To view the legend of NICE Administrator icons:
•
In the Help menu, choose Legend.
The Legend window appears.
Figure 1-18
Legend Window
34
2
Managing NiceLog Loggers
All NiceLog Loggers in the system must be defined and set up by the System Administrator in the
NICE Administrator application.
Contents
Defining New Voice and VoIP Loggers ......................................................................... 36
Defining New Screen Loggers....................................................................................... 46
Setting Up Audio Input Channels.................................................................................. 48
Defining Input Channel Groups..................................................................................... 57
Setting Up the Output Manager..................................................................................... 58
Defining Output Channel Groups.................................................................................. 62
Setting Up Predefined Selective Recording.................................................................63
Defining an N+1 Logger Chain ...................................................................................... 67
Modifying a Logger Definition ....................................................................................... 68
Deleting a Logger Definition.......................................................................................... 68
Backup and Retrieval Operations ................................................................................. 69
Chapter 2: Managing NiceLog Loggers
35
Defining New Voice and VoIP Loggers
NICE Administrator is installed with all NiceLog Loggers undefined. All NiceLog Loggers must
be defined before they can begin operation.
IMPORTANT
Before you define any Logger, ensure that the Logger is up and running.
All Voice and Voice Over IP (VoIP) Loggers can be defined using the procedure in this section. For
more information, refer to the NiceLog System Installation Guide.
VoIP Loggers enable the recording of VoIP audio. There are two types of Passive RTP Sniffing
NICE VoIP Loggers:
•
VoIP Logger for Total Recording Static IP Addresses
•
VoIP Logger for Total Recording Dynamic IP Addresses
To define a new Logger in the system:
1. In the NICE Administrator window, click New in the toolbar, and choose NiceLog.
New NiceLog appears in the Resource List under Site, Servers, Loggers.
The General tab of the Logger definition appears in the Resource Definition area.
Figure 2-1
NICE Administrator Window - New NiceLog Logger Definition
2. Enter information in the General tab as follows:
Name:
Type the name of the Logger.
36
Network type:
The default network protocol is TCP/IP.
Network address:
Type the network address of the Logger
-or-
To locate the network address of a specific Logger, click the Browse
button in the Network Address field.
The system connects with the Logger and the information about the Logger is displayed in the
Capabilities area of the General tab. Advanced processing shows which type of Logger
was selected. The Backup tab disappears when not relevant for the selected Logger.
3. If you want the Logger to retrieve archived audio, select For retrieval. This parameter
provides the Logger with some degree of priority over other Loggers during Query and
Locate.
4. Click Save in the toolbar to save the Logger definition.
IMPORTANT
You must save the Logger definition before you continue to ensure that the proper connection is
made to the database.
Figure 2-2
NICE Administrator Window - General tab
Sample Voice Logger
Sample VoIP Logger
The definition is saved, and a Setup button appears in the General tab.
37
You use the Setup button for defining Audio Segments, Recording On Demand,
Automatic Deletion, and Test Tones. The availability of these features vary for each Logger
type and each Logger configuration. See Setting Up Additional Features for a Logger
on page 41, for details on setting up these features.
NOTE: The Backup tab disappears when not applicable.
5. Click the Channels tab.
The Channels tab appears.
Figure 2-3
NICE Administrator Window - Logger Channels Tab
6. All of the Input and Output channels for the Logger appear. In a new Logger definition, all are
Configured. You can change the channel configuration for the Logger you are defining.
Move channels from the Configured list to the Not configured list. Click Save.
7. For High Density Loggers, you can optionally change the configuration property of each
trunk. click the Trunks tab.
The Trunks tab appears.
38
Figure 2-4
NICE Administrator Window - Trunks Tab
8. All of the trunks for the Logger appear. In a new Logger definition, all are Configured. You
can change the trunk configuration for the Logger you are defining. Move trunks from the
Configured list to the Not configured list. Click Save.
The following additional procedures are available when required for the Logger definition:
•
Backup
When this option is available, add RTS devices using the Backup
tab. See Adding a Remote Tape Server (RTS) to the Logger
Definition on page 39.
•
Test Tones
When available, use the Setup button on the General tab. See
Setting Up Additional Features for a Logger on page 41.
•
When this option is available, use the Selective Recording button
Predefined
Selective Recording on the Channels tab. See Setting Up Predefined Selective
Recording on page 63.
The Logger definition is complete. Repeat this procedure to add additional Loggers to your site.
Adding a Remote Tape Server (RTS) to the Logger Definition
RTS devices used for backup can be added to the Logger definition.
NOTE: Backup is an optional feature, and is not available in all configurations.
39
RTS devices are added to the Logger definition in the Backup tab of the Logger definition.
Figure 2-5
NICE Administrator Window - Logger Backup Tab
To open the Backup tab:
1. In the NICE Administrator window, select the Site, Servers, and then the Loggers folders.
2. Select the Logger with the definition you want to modify.
3. Click the Backup tab.
The Backup tab appears. See Figure 2-5 on page 40.
To add an RTS device:
1. Click the Add button in the Backup tab. See Figure 2-5 on page 40.
The Add Remote Tape Server Window appears.
Figure 2-6
Add Remote Tape Server Window
40
2. Enter the Network address and the Index of device on RTS machine.
3. Click OK.
The new RTS device appears in the preview area in the Backup tab.
4. Click Save in the toolbar to save the RTS definitions.
Setting Up Additional Features for a Logger
This section describes how you can define the following features for each new Logger:
NOTE: Availability of each feature is dependant upon Logger configuration.
Audio Segments:
Enables you to define how an audio segment will be created. An
audio segment is a period of audio that is bound by “start” and “stop”
times, which are determined by the segment creation options
configured for each input channel.
Recorded audio is listed and played as audio segments in the NICE
Query application only.
Recording on Demand: Specifies which characters will be used to pause and resume
(ROD)
recording when using DTMF Recording on Demand with the
telephone option. The Stop and Start can also be based on tones from
an Interactive Voice Response (IVR) system. (This feature is not
available for VoIP Loggers.)
Automatic Deletion:
When the amount of available hard disk space on a Logger falls
below a certain level, the Logger either stops recording new audio, or
provides space for new audio by automatically removing the oldest
recorded audio from the Logger after it has been archived.
Test Tones:
Allows you to define which time slots on each Logger are to be used
for sending Test tones. Test tones are continuously sent from the
switch to the Logger in order to check the Logger’s connections. This
feature is available for SCSA II Loggers (with ISAC2 boards only).
Features are added from the General tab of the Logger definition. After the Logger definition is
saved, a Setup button appears.
41
Figure 2-7
NICE Administrator Window - General tab, Setup button
Setup
To open the General tab:
1. In the NICE Administrator window, select the Site, Servers, and then the Loggers folders.
2. Select the Logger with the definition you want to modify.
The General tab of the Logger definition appears in the Resource Definition area. See
To setup additional features for your Logger definition:
1. In the General tab, click the Setup button. See Figure 2-7 on page 42.
The Setup window appears.
Figure 2-8
Setup Window - Segments Tab (shows all options)
42
NOTE:
•
•
The DTMF area appears only when defining Loggers that use DTMF.
•
For VoIP Loggers, the Segments tab does not contain the Minimum length
parameter or the DTMF area.
•
•
For VoIP Loggers, the Automatic Deletion tab appears.
ROD is an optional component and does not appear in all configurations. It is not
available for any of the VoIP Loggers.
The Test Tones tab appears only when the Logger has an ISAC2 board. (A list of Boards
appears in the lower part of the General tab for the Logger definition. See Figure
2-7
on page 42.)
2. Specify values for the following fields in the Segments tab:
Break after
Two segments of active audio are considered separate audio
segments if the specified number of seconds of silence is detected
between them.
Minimum length
Minimum number of seconds of active audio that can be considered
an audio segment.
Maximum length
Maximum number of seconds of active audio that can be considered
an audio segment.
Save first digits
The first group of DTMF digits detected are saved and can be used to
identify the audio segment.
Save last digits
The last group of DTMF digits detected are saved and can be used to
identify the audio segment.
3. In the ROD tab, enter DTMF codes that can be used to resume and pause recording.
Figure 2-9
Setup Window - ROD Tab
43
The code you enter must include a pound sign (#) in the first, second, or third position. The
code can include any number.
4. In the Automatic Deletion tab, choose the option to be used when the Logger’s hard disk
becomes full.
Figure 2-10
Setup Window - Automatic Deletion Tab
Stop recording input channels The Logger stops recording new audio.
Delete oldest recorded audio
When the Logger’s hard disk is nearly full, Automatic
Deletion begins to delete the oldest archived audio.
NOTE: The Automatic Deletion process does not remove any part of a recording that
is currently being played.
44
5. In the Test Tones tab, select one or two time slots for each data line requiring test tones. The
numbers of the data lines directly corresponds to the numbers received from your switch.
Figure 2-11
Setup Window - Test Tones Tab
NOTE: Only time slots 0 and 62 can be used for test tones. If these time slots have
been configured for selective recording, they are identified by their icon and cannot be
set for test tones. (See Setting Up Predefined Selective Recording, Step 4 on
page 66.)
6. Click OK to close the Setup window.
7. In the NICE Administrator window, click Save in the toolbar to save the Logger definition.
45
Defining New Screen Loggers
NiceLog Screen Loggers must be defined using the NICE Administrator before they can be used in
the system.
To define a NiceLog Screen Logger in the system:
1. In the NICE Administrator window, click New in the toolbar, and choose Screen Logger.
New Screen Logger appears in the Resource List under Site, Servers, Others.
The General tab of the Screen Logger definition appears in the Resource Definition area.
Figure 2-12
NICE Administrator Window - New NiceLog Screen Logger Definition
2. Enter information in the General tab as follows:
Name
Type the name of the Screen Logger.
Network type
The default network protocol is TCP/IP.
Network address
Type the network address of the Screen Logger.
3. Click Save in the toolbar to save the NiceLog Screen Logger definition.
46
Figure 2-13
NICE Administrator Window
The definition is saved, and the Capabilities information appears.
47
Setting Up Audio Input Channels
Audio input sources (such as, telephones) are connected to input channels in the Logger. Each
input channel handles a single audio source. Input sources are physically connected to input
channels on an audio input board in the Logger so that each recording in the Logger contains audio
recorded from a single source only.
In the NICE Administrator application, you can configure the optimal recording parameters for each
input channel.
NOTE: Before you set up input channels, you should know which audio source is
physically connected to which input channel in the Logger. It is recommended to
prepare a table of these connections when connecting the audio cables to the
NiceLog system.
To set up the parameters for audio input channels in the connected Logger:
1. In the NICE Administrator window, in the Resource List, expand the Channels folder.
2. Expand the Input Channels folder.
Input channel setup parameters for the selected channel appear in the Resource Definition
area.
3. Select an input channel in the Input Channels folder.
The General tab of the Input Channels window appears.
Figure 2-14
NICE Administrator Window - Input Channels, General tab
4. Click Setup.
The Setup Audio Input Channel window appears.
48
Figure 2-15
Setup Audio Input Channel Window
The connected Logger’s name appears in the title bar of the Setup Audio Input Channel
window, and the settings in the window affect only the selected input channel.
NOTE: You can adjust any parameter for an input channel even while it is recording,
except the Detector Type.
5. Change one or more of the input channel parameters, and click OK.
The input channel parameters are described in the following section.
Audio Input Channel Parameters
The fields and parameters described in the following sections are used for customizing the audio
recordings via the audio input channels to the connected Logger(s) in order to meet the unique
recording needs of your site. The procedures included in the following sections can be performed
individually for each audio input channel, or via a single operation for all audio input channels in a
Logger.
Channel Parameters
Figure 2-16
Input Channel Parameters
49
Name
In the Channel area, type a name (up to ten alphanumeric characters) for the selected audio input
channel. This name appears in all subsequent references to the channel. When an input channel is
assigned a more recognizable name (such as, Ext. 3753), NiceLog users can more easily identify
the audio input channel.
If no name is specified in the Name field, the audio input channel’s default name appears in all
references to the channel.
NOTE: You can only specify a name when you set up an individual input channel.
Channel Type
Indicates whether the selected audio input channel is configured for an analog or digital input
source.
Description
Describes the physical attributes of the audio input channel (board and channel number for analog
channels; trunk name and time slot number for digital channels). This information is relevant only
when you are setting up a single audio input channel.
Audio Activity Parameters
Activity Detector
Figure 2-17
Input Channel - Activity Detector
You can set the Activity Detector for each configured input channel in a Logger to accurately
determine which audio received on the channel should be recorded. When activity detection is
enabled for an audio input channel, the channel starts recording only when the Activity Detector
detects audio that it considers active.
By recording only active audio, and not the periods of silence between active segments, you save
hard disk space on the Logger, and archive media space. Activity detection also enables efficient
playback of audio, so that silent segments can be skipped (compressed) and not reproduced during
playback.
Authorized NiceLog users can verify whether or not there is activity on a listed audio input
channel (that is, if the channel is currently receiving active audio).
50
Setting up activity detection for the selected audio input channel(s) consists of the following steps:
1. Selecting the detector type for the channel.
2. Setting the activity detection threshold for the channel.
To select an activity detection type for the selected audio input channel(s):
•
In the Activity Detector area, select one of the options in the Detector Type drop-down list
for the selected audio input channel(s).
Depending on how the Logger is configured, one or more of the following types of activity
detectors appear in the Detector Type drop-down list:
LEVEL
Based on average volume of the audio signal on the input channel. This
type of detector is supported in all system configurations and is
recommended for telephone inputs. The LEVEL detector, however,
cannot differentiate between line noise and voice signals with the same
volume level.
EXTERNAL
External trigger (such as a radio receiver’s squelch output) is connected
to external activity detector input of the NiceLog Logger.
VOX
(Optional) Recognizes the characteristics of human voice, and rejects all
other input audio so that only human voice is considered active.
ON/OFF HOOK
(Optional) For telephone inputs. Detects when the telephone is in use
(OFF hook) and not in use (ON hook). Audio on the input channel is
recorded only when the connected telephone is in use.
LEVEL, EXTERNAL
Based on average volume of the audio signal on the input channel and is
connected to external activity detector input of the NiceLog Logger.
None
Disables Activity Detection for the selected audio input channel(s) so
that all audio input is recorded.
An activity detection threshold must be specified for the VOX and Level detector type. This
threshold, which determines which audio is considered active on the audio input channel, is based
on the input volume of the audio, relative to the threshold.
Setting this threshold must be done with great care, since it is critical to system performance and
reliability:
•
A threshold level that is too low might cause silent audio segments to be recognized as active.
In this case, disk space is wasted, and silence compression during playback will not function.
•
A threshold level that is too high may cause active segments to be considered silent. Since
silent segments are not recorded to the Logger’s hard disk when activity detection is enabled,
important audio data could be lost.
The following are the recommended activity detector threshold values:
•
For VOX (either a standard, HF or VHF detector), the recommended threshold is 39.
51
•
For LEVEL, you can use the following table as a guideline.
Threshold
0
10
20
30
40
50
60
70
80
90
100
Vrms
(milliVolts)
0.07
0.2
0.5
1.5
4.1
11.5
32.5
91
250
720
2010
It is also recommended that you perform a trial-and-error procedure to determine the optimal
threshold for the selected input channel(s). This procedure is described in the following paragraph.
To set the Activity Detector threshold level:
•
In the Activity Detector area of the Setup Audio Input Channel window, move the Threshold
slider right (higher) or left (lower).
The new threshold takes effect when you click OK at the bottom of the Setup Audio Input
Channel window.
To determine the optimal activity detection threshold for the selected audio input
channel:
1. In the Setup Audio Input Channel window set the Activity Detector Threshold level to 39
(this is the default).
2. Click OK at the bottom of the window.
The Setup Audio Input Channel window closes and all of your changes to the setup of the
selected audio input channel(s) are saved.
3. Verify that there is audio being sent to the audio input channel, and then monitor the input
channel so that you can hear when audio is received by the channel. For more information
about monitoring, see the NiceLog User’s Manual. If you are setting the threshold for multiple
audio input channels with similar input sources, monitor one of the audio input channels, and
then continue the remainder of this procedure using only that audio input channel.
4. Listen for audio on the selected audio output device.
•
If you do not hear any audio on the audio output device while audio is being received by
the audio input channel, set the activity detection threshold slightly lower (such as, -5).
•
If audio is not being received by the audio input channel (that is, you hear only line noise),
set the activity detection threshold slightly higher (such as, + 5) to see if the current setting
is permitting too much audio to qualify as active.
5. Continue monitoring the audio input channel until you are satisfied with the threshold level.
6. Set the activity detection threshold to the same value for the other channels with similar input
sources.
7. For long-term verification of the accuracy of an audio input channel’s activity detection, check
the channel’s activity statistics from time to time (described below).
52
Activity Statistics
Figure 2-18
Input Channel - Activity Statistics
The NiceLog system enables you to configure an audio input channel so that only a certain amount
of its activity (that is, audio that is considered active by the Activity Detector, described above)
will be recorded on the channel.
You can specify the Maximum and Minimum activity limits for each audio input channel on a
Logger, and whether or not the Activity Statistics alarm should be enabled for the channel.
To set up the Activity Statistics parameters, and the Activity Statistics alarm for an
audio input channel:
1. In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio Activity
tab, mark the Alarm enable checkbox to enable the Activity Statistics alarm.
2. Set the Maximum and Minimum activity limits for the selected audio input channel(s) by
specifying values for the following parameters:
•
Max. activity rate (%)
The maximum activity rate (1% to 99%) allowed for the channel. The activity rate is the
percentage of time that the channel is active. Normally the maximum activity rate is 99%.
This ensures that the Activity Statistics alarm for the channel will only be activated if
active audio is detected 100% of the time during the Maximum activity rate period.
•
Min. activity rate (%)
The minimum activity rate (1% to 99%) allowed for the channel. The activity rate is the
percentage of time that the channel is active. Normally, the minimum activity rate is 0.1%.
This ensures that the Activity Statistics alarm for the channel will not be activated unless
no activity at all is detected during the Minimum activity rate period.
•
Max. rate period (hrs)
The reference period (1 to 72 hours) for the maximum rate check. If, during the specified
period, the activity rate on the selected audio input channel is above the maximum rate, the
Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate
(such as, one hour).
•
Min. rate period (hrs)
The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that
period, the activity rate is below the minimum rate, the Activity Statistics alarm is
activated (if enabled). Normally, a longer period is appropriate (such as, 72 hours).
53
EXAMPLE:
If you specify for an audio input channel, the Max. activity rate as 85% and the Max. rate period
as 2 hours, and the Activity Detector detects that the channel is active 90% of the time during a
two hour period, the Activity Statistics alarm will activate.
Audio Parameters
To set the audio parameters, choose the Audio Params tab in the Setup Audio Input Channel
window.
Figure 2-19
Audio Params Tab
Segments Creation
Figure 2-20
Input Channel - Segments Creation
Specifies the method(s) for defining the “start” and “stop” times for recording audio segments for
the selected input channel(s).
NOTE: Recorded audio is listed and played as audio segments, according to the
following parameters, only in the NICE Query application.
54
The options available are:
On/Off Hook
Audio segments are separated by the beginning and ending of conversations
that are detected using on/off hook signal information.
Activity Detector
Audio segments are defined by the level of activity on the telephone line.
For more information, see Activity Detector on page 50.
Compression
Figure 2-21
Input Channel - Compression
The compression rate at which audio is recorded on the audio input channel(s). The following
compression rates are available in the drop-down list:
Compression Rates
G729A
8:1 Compression
8.0 Kbits/sec
ADPCM 16
4:1 Compression
16 Kbits/sec
ADPCM 32
2:1 Compression
32 Kbits/sec
PCM
No Compression
64 Kbits/sec
PCM A-LAW
No Compression
64 Kbits/sec
PCM MU LAW
No Compression
64 Kbits/sec
NOTE: Some compression rates are optional and may not be available in all
configurations.
A higher compression rate (that is 4:1 is higher than 2:1) records less digital audio data per second
to the NiceLog Logger’s hard disk. This translates into less disk and archive media usage, but
lower audio quality.
However, since audio quality degradation is insignificant for most audio sources, and more disk
space can mean better efficiency, the highest compression rate should be selected whenever
possible. The rate with the smallest Kbits/sec number is the most efficient compression rate in
terms of disk and archive space usage.
To apply the new compression rate settings, click OK at the bottom of the window.
55
Warning Tones
Refer to Figure 2-21. Mark the Enable warning tones checkbox if beep tones must be sounded
on the audio input channel during a telephone conversation to warn the other party that the
conversation is being recorded. Warning tones can be added only on analog audio inputs.
Input Level Control
Figure 2-22
Input Channel - Input Level Control
You can manually specify an audio channel’s input level (gain) on a scale from 0 to 25.5 dB or
have it maintained automatically by the Logger using Automatic Gain Control (AGC).
Input AGC averages the volume level of the signal on the audio input channel so that high and low
volume audio from the source are automatically recorded at the same volume level. For the best
audio quality, input AGC should be specified whenever possible.
If you decide to manually specify a channel’s input level, take care to test recorded audio by
playing a recording after setting the input level. An input level that is set too low, causes the input
audio to be recorded at a low volume, emphasizing the background noise. An input level that is set
too high, causes the audio input circuitry to operate above its nominal limits (saturation), and the
recorded signal is distorted. Input level setting (either automatic or manual) has no effect on the
activity detection process.
To enable input AGC for the selected audio input channel(s):
•
In the Setup Audio Input Channel window, in the Audio Params tab, in the Input Level
Control area, mark the Automatic (AGC) checkbox.
To manually specify the gain level for the selected audio input channel(s):
1. In the Input Level Control area, unmark the Automatic (AGC) checkbox.
2. Move the Manual slider right (higher) or left (lower) and the click OK.
56
Defining Input Channel Groups
Defining Input Channel Groups
An input channel group contains input channels from one or more Loggers. An input channel can
be assigned to more than one channel group.
Whenever a Logger is defined in the system, an input channel group is automatically created,
containing all the input channels in the Logger. The contents of this input channel group can not be
modified.
Input channel groups can also be defined by users. For example, you can define all of the input
devices at a user’s physical location (a right handset, a left handset and a speaker) as an input
channel group.
Input channel groups can be assigned to NiceLog system users, for example, to enable them to
access audio recorded by their input devices.
To set up input channel groups:
1. In the NICE Administrator window, in the New menu, select Input Channels Group.
The NICE Administrator window - Channels tab appears in the Resource Definition area.
Figure 2-23
NICE Administrator Window - Input Channel Group
2. In the Show channels from logger drop-down list, select a Logger. All of the Logger’s input
channels appear below the Logger.
3. Select the input channels you want to include in the group and click the Add button. Click
Save.
57
Setting Up the Output Manager
The Output Manager assigns output devices for playback of audio recorded on Logger channels.
NOTE: You can define only one Output Manager per site.
Output buses are groups of channels that are routed to specific output devices. In a system with
analog outputs, the output bus connects channels from a set of Loggers. For example, each first
channel in a set of Loggers is connected to a bus. In a system with digital outputs, all channels
from a single Logger are connected to an output bus. Thus, one output bus is defined for each
Logger. A site can contain multiple buses.
The Output Manager defines the playback device selection for each output bus. For example, the
output type could be an extension or a speaker.
Defining the Output Manager
During installation of the NICE Administrator application, the System Administrator must define
the Output Manager that will be used to control audio playback.
IMPORTANT
Before defining the Output Manager, verify that the CLS is running.
To define the Output Manager:
1. In the NICE Administrator window, click New in the toolbar, and choose Output Manager.
New Output Manager appears in the Resource List under Site, Servers, Others.
Figure 2-24
NICE Administrator Window - Output Manager Definition
58
2. In the Name field, type the name you want for the Server.
3. In the Network Type field, click the drop-down list and select TCP/IP.
4. In the Network Address field, enter the address of the Output Manager.
5. When you are finished defining the Output Manager, click Save in the toolbar.
The Server you defined is saved and appears in the Resource List under Site, Servers,
Others, and the version number appears in the Version field.
Modifying the Output Manager Definition
After you define the Output Manager, you can modify its definition.
To modify the Output Manager definition:
1. In the NICE Administrator window Resource List, expand the Site, Servers, and Others
folders.
A list of defined Servers appears under Others.
2. Click the relevant Server.
The definition of the Server you selected appears in the Resource Definition area.
3. Modify the definition as explained in the preceding section.
Deleting the Output Manager Definition
If necessary, you can delete the Output Manager definition.
To delete the Output Manager definition:
folders.
2. Select the relevant Server and click Delete in the toolbar.
The Server definition is deleted from the NICE Administrator.
Defining Output Buses
The Output Manager allocates audio playback devices according to the output buses defined in the
NICE Administrator. The output bus connects Loggers’ output channels so that a single output
device can be used to playback and monitor audio from different Loggers.
To define Output Buses:
1. In the System menu of the Administrator window, choose Output Bus Definition.
59
The Output Bus Definition window appears.
Figure 2-25
Output Bus Definition Window
2. In the Name field, type the name of the bus you are defining.
3. Click New to define a new output bus.
Output Bus_1 appears in the Output buses list.
4. To delete an output bus definition, select the definition you want to delete and click Remove.
In the Available Loggers area, select the Loggers that include the channels you want to add
to the bus, and move them to the Member Loggers area.
NOTE: All Loggers on a bus must have the same number of output channels.
5. Click Refresh to update the list of Loggers.
6. When you finish selecting Loggers, click Apply to save the definition without exiting the
window.
7. Click the Channels tab.
60
Figure 2-26
Output Bus Channels Definition
8. In the Channels tab, for each channel number listed in the Channel column, in the Output
Type column, click the drop-down list and select an output device.
9. In the Extension column, enter the extensions of the output channels in the bus which are
defined as Output Type Extension.
10. After you finish defining the bus channels, click OK to save the definitions and exit the
window.
61
Defining Output Channel Groups
Defining Output Channel Groups
An output channel group contains output channels from one or more Loggers. An output channel
can be assigned to more than one channel group.
Whenever a Logger is defined in the system, an output channel group is automatically created,
containing all the output channels in the Logger. The contents of this output channel group cannot
be modified.
Output channel groups can also be defined by users. For example, you can define all of the output
devices at a user’s physical location (a right handset, a left handset and a speaker) as an output
channel group.
To set up output channel groups:
1. In the New menu in the NICE Administrator window select Output Channels Group.
The NICE Administrator window - Channels tab appears in the Resource Definition area.
Figure 2-27
NICE Administrator Window - Output Channel Groups
2. In the Show channels from logger drop-down list, select a Logger.
All of the Logger’s output channels are displayed below.
3. Select the output channels you want to include in the group and click the Add button.
4. The selected output channels appear in the Group Channels column in the NICE
Administrator window. Click Save.
62
Setting Up Predefined Selective Recording
You can select to record audio from a specific department or a specified group of individuals in
your organization.
NOTE: Predefined Selective Recording is an optional feature, and is not available in
all configurations.
Predefined Selective Recording enables you to:
•
Set the digital trunks per Logger to be recorded.
•
Select the time slot you would like to record.
•
Record the audio from two time slots or two input devices to one input channel. This is called
summing the input.
For Trunk connections:
•
Each trunk can record up to 30 E1 time slots or 24 T1 time slots. You define the trunk/time slot
combination for each input channel.
•
In the case of an unsummed call, you have to record two trunks on two separate input channels
in order to record the entire call.
•
When summed audio is available, you can define two trunk/time slot combinations for each
input channel.
For Data Line connections:
•
Each Logger has 21 data lines (numbered 0 - 20) and each data line has 64 time slots
(numbered 0 - 63), on which audio can be received. Each input channel can record the audio
from one time slot.
After the Loggers have been defined, you can set up Predefined Selective Recording per Logger.
Predefined Selective Recording is set up in the Channels tab of the Logger definition:
63
Figure 2-28
NICE Administrator Window - Channels Tab
Selective Recording
If the Channels tab is not opened,
•
In the NICE Administrator window, select the Site, Servers, and then the Loggers
folders.
•
Select the Logger whose definition you want to modify.
•
Click the Channels tab.
The Channels tab appears.
To set up Predefined Selective Recording:
1. Click the Selective Recording button in the Channels tab. See Figure 2-28 on page 64.
Depending upon your Logger configuration, one of two Selective Recording windows
appears.
Figure 2-29 on page 65 shows the Selective Recordings window for Trunk connections.
Figure 2-30 on page 66 shows the Selective Recording window for Data Line connections.
64
TIP:
•
All Trunks are listed (input and output). Only input trunks can be selected for
Selective Recording.
•
Loggers which contain more than one trunk type, must have matching trunks and
input channels.
•
Error checking and messages occur only once the input channel is connected.
(i.e., If you select an output trunk and do not mark the connected checkbox, an
error message will not appear.)
All Data Lines appear in the Trunks column.
Figure 2-29
Selective Recording Window, Trunk Connections
If the Trunk Mate and Time Slot Mate columns appear, then you can sum two time slots to
record on one input channels.
65
Figure 2-30
Selective Recording Window, Data Line Connections
Clear this checkbox to use
the Time Slot for test tones
Data Lines
IMPORTANT
All Data Lines (Trunks) in this application are numbered 1 - 21. If the Trunks on some your
switch are numbered 0 - 20, then Trunk 0 on your switch corresponds to Trunk 1 in this window,
Trunk 1 on you switch corresponds to Trunk 2, and so on.
In both windows, the input channels appear in the leftmost columns. The Connected
checkbox for each input channel must be marked in order to establish the connection once the
assignment is made.
2. Enter the Trunk/Time Slot combination or the Data Line/Time Slot combination for each
input channel.
3. To define a summed input channel, enter a second Trunk/Time Slot combination, in the
Trunk Mate and Time Slot Mate columns.
4. Mark the checkbox in the Connected column for each assignment to confirm the connection.
5. To use a Time Slot for test tones, clear its Connected checkbox. Only Time Slots 0 and 62
can be used for test tones. (See Setting Up Additional Features for a Logger on page 41.)
6. To save your changes and continue working in this window, click Apply.
7. To save your changes and close this window, click OK.
TIP: If you do not mark the Connected checkbox, your settings will be saved, but the
connection to the input channel will not be made.
66
Defining an N+1 Logger Chain
Defining an N+1 Logger Chain
You must define the N+1 Logger chain in a redundant system in the NICE Administrator to enable
proper re-routing of audio for recording when a Logger in the system fails.
NOTE: Defining an N+1 Logger Chain is an optional feature, and is not available in all
configurations.
To define the N+1 chain in a redundant system:
1. In the System menu of the NICE Administrator window, choose Hot Standby System.
The Hot Standby System window appears.
Figure 2-31
Hot Standby System Window
The Hot Standby System window displays the Spare (redundant) Logger in the chain (on the
left side of the window).
NOTE: After you define the Loggers, the system is able to detect the spare Logger,
and denotes it with an asterisk in the Resource window.
In the Hot Standby System window, you can perform the following operations:
Learn All:
Click this button to list all Loggers connected to all N+1 Loggers at the
site.
Learn:
Click this button to list all Loggers in the Spares list that are connected
to the selected N+1 Logger.
Update:
Click this button to update the N+1 Loggers with the configurations of
the Loggers connected to them.
Update & Save:
Click this button to update the N+1 Loggers with the configurations of
the Loggers connected to them, and then save the chain information in
the database.
2. After you complete the Hot Standby definition, click Close to exit.
67
Modifying a Logger Definition
Modifying a Logger Definition
After a NiceLog Logger is defined, you can change its definition whenever necessary.
To modify the definition of a NiceLog Logger:
1. In the NICE Administrator window Resource List, expand the Site, Servers, and Loggers
folders.
A list of defined NiceLog Loggers appears under Loggers.
2. Double-click the relevant Logger.
The definition of the NiceLog Logger you selected appears in the Resource Definition area.
3. Modify the definition as needed. For more information about Logger definition parameters,
see Defining New Voice and VoIP Loggers on page 36.
Deleting a Logger Definition
A NiceLog Logger definition in the NICE Administrator application can be deleted. After you
delete a Logger definition, no user can access that Logger.
To delete a NiceLog Logger definition:
1. In the Administrator window Resource List, expand the Site, Servers, and Loggers folders.
A list of defined NiceLog Loggers appears under Loggers.
2. Select the relevant Logger and click Delete in the toolbar.
The Logger definition is deleted from the NICE Administrator.
68
Backup and Retrieval Operations
Backup (archiving) and Retrieval operations are performed in the Backup Window.
When audio is first recorded by a NiceLog Logger, it is stored on the Logger’s hard disk, and is
available for immediate playback via NICE Query. For more information about NICE Query, see
the NiceLog User’s Manual.
For long-term storage, recorded audio can be stored on archive media, via the Media Library
Server. For more information about the Media Library, see Managing the Media Library Server
on page 161.
You can use the NICE Backup window to configure audio archiving, perform retrieval operations,
and delete unnecessary audio.
To open the NICE Backup window:
•
In the NICE Administrator window, click Backup in the toolbar.
The NICE Backup window appears.
Figure 2-32
NICE Backup Window
Archiving Audio
Using NICE Backup, the System Administrator configures one of three archiving modes, to ensure
long-term storage of recorded audio.
NOTE: Screen recordings cannot be archived.
•
Automatic Archiving: The archiving devices are configured for automatic archiving in the
connected Logger.
69
•
Automatic Archiving with an Autoloader device: Set up automatic archiving with an
autoloader device.
•
Manual Archiving: Manually archive recorded audio to archive media.
Setting Up Automatic Archiving
NOTE: Data can be written to both sides of the Magneto Optical (MO) cartridges.
To set up Automatic Archiving:
1. In the NICE Backup window Loggers area, select a Logger.
2. In the Setup menu, choose Setup Automatic Archiving.
The Setup Automatic Archiving for Logger # window appears.
Figure 2-33
Setup Automatic Archiving for Logger # Window
3. In the Backup Mode area, select one of the following modes of Automatic Archiving for the
selected archiving devices:
•
Continuous
Audio on the hard disk is continuously backed up to the archiving media loaded in the
selected archiving device. When the medium is full, a message notifies the System
Administrator to replace it, and archiving automatically continues on another configured
archiving device.
70
•
Cyclic
This type of archiving is only available with the 6DAT option. Automatic archiving of
recorded audio where the DAT cassettes are overwritten when they are full. When the
6DAT is configured for cyclic archiving, a single DAT is configured for mirroring and
concurrently archives the audio. This provides a copy of the audio for long-term storage.
•
Channeled Archiving
An archiving device is configured to back up audio previously recorded on specific
channels. Select the Channeled Archiving option then select the appropriate device tab.
In the Channels to archive area, click Select Channels.
The Channels to Archive in Device # on Logger # window appears.
Figure 2-34
Channels to Archive in Device # on Logger # Window
WARNING
Channels that appear with an exclamation mark (!), have not been assigned to any of the
archiving devices. Automatic Archiving cannot begin until all channels have been assigned to an
archiving device.
In the Select Audio Channels area, select the audio input channels whose audio you
want to archive in the selected archiving device. Click OK.
71
•
Mirroring
Two archiving devices in the Logger are set up to concurrently archive the same recorded
audio from the Logger’s hard disk.
In the Mirroring timeout field (see Figure 2-33 on page 70), type the number of minutes
that, in the event of archiving failure, one archiving device should wait for the other. If the
inactive archiving device does not resume archiving within the specified timeout period,
mirroring stops, and the remaining archiving device takes over.
NOTE: If two archiving devices are set for Automatic Archiving without mirroring,
when archiving terminates on one archiving device, the other archiving device
automatically starts archiving.
4. In the Set to automatic archiving area, select archiving devices to configure Automatic
Archiving in the connected Logger.
If a Device checkbox is not marked, Automatic Archiving is not configured in the connected
Logger.
5. In the Device # tab, in the Overwrite period area, configure an overwrite protection period
for this device.
Select one of the following overwrite options to implement on the archiving device.
•
Do not overwrite media for the next__
Specify the number of months or days that should pass after recorded audio is archived to
archiving media, before audio can be overwritten.
Automatically assigning an expiration to each archiving medium when it is ejected
ensures that archived recordings cannot be overwritten until the required minimum period
of time has passed.
•
Overwrite any previous media contents
Archived recordings can be overwritten immediately.
6. Configure Automatic Archiving to start and stop according to one of the following modes:
•
In the Start writing to the media area, select When the medium is inserted.
In the Automatically eject the media area, select When the medium is full.
-or-
•
In the Start writing to the media area, in the Periodically at field, type or select the
time (in hh:mm format), and select the day(s) that Automatic Archiving should begin.
In the Automatically eject the media area, in the Periodically at field, type the time,
and select the day(s) that Automatic Archiving should end.
-or-
•
In the Start writing to the media area, select When the medium is inserted.
In the Automatically eject the media area, in the Periodically at field, type the time,
and select the day(s) that Automatic Archiving should end.
72
Setting Up Automatic Archiving with an Autoloader Device
To set up Automatic Archiving with an Autoloader device:
1. In the NICE Backup window, in the Devices of Logger # area, select the Autoloader device.
2. Click the Setup Automatic Archiving button.
-or-
In the Setup menu, choose Setup Automatic Archiving.
The Setup Automatic Archiving for Logger # (with Autoloader) window appears.
Figure 2-35
Setup Automatic Archiving Window
3. In the Backup Scheme area, select one of the following three Automatic Archiving modes:
•
None
The Autoloader device is disabled so that Manual Archiving or Retrieval can be performed
on the single archiving device.
•
Continuous
The Autoloader device is in continuous archiving mode and the single archiving device is
reserved for Retrieval and Manual Archiving purposes. Audio is archived to archiving
media loaded in archiving device magazine slots 2-6 (the first slot is reserved for a
cleaning medium). The magazine is ejected when all of the archiving media are full or
according to a specified automatic eject date.
•
Cyclic
The Autoloader device overwrites its archiving media when it is full.
73
If an additional archiving device is configured, it must be used to mirror the Autoloader’s
archiving media. In this case, in the Mirroring timeout field, type the number of minutes the
Autoloader device will wait for the single archiving device, in the event that it stops archiving.
If the single archiving device does not resume archiving within the timeout period, mirroring
stops, and audio is archived to the Autoloader device only.
4. If you selected Continuous in the Backup Scheme area, continue with this step. Otherwise,
skip to Step 5.
In the Automatically Eject the Magazine area, configure the archiving media to eject
according to one of the following modes:
•
Select When the magazine is full for the archiving magazine to eject when full.
•
In the Periodically at field, type the time (in hh:mm format) and select the day(s) that the
archiving magazine should eject. Then, in the Every drop-down list, select one week,
two weeks, three weeks or four weeks.
NOTE:
•
If you set the Autoloader to eject the archiving magazine every few weeks, set it to
eject on only one day of the week. If you set the Autoloader to eject the archiving
magazine every week, set it to eject on a few days of the week.
•
If you are archiving to DVD, when automatic archiving is complete, the media is
not automatically ejected. A warning message appears telling you to open the door
of the Logger before you click the Eject button. If you click the Eject button
without opening the door first, an error message appears telling you to open the
door and click the Eject button again.
5. In the Expiration period area, configure an Overwrite protection period.
Select one of the following two Overwrite options to implement on the archiving device.
•
Do not overwrite media from the last _
Specify the number of months or days that should pass after recorded audio is archived to
archiving media, before audio can be overwritten.
Assigning an expiration period to each archiving medium when it is ejected ensures that
archived recordings cannot be overwritten until the required minimum period of time has
passed.
•
Overwrite any previous media contents
Archived recordings can be overwritten immediately.
NOTE: If the Autoloader device is installed and is running in Cyclic mode, overwrite
protection parameters affect only the archiving medium created in the single archiving
device in the Logger.
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Disabling Automatic Archiving
Once an archiving device in a Logger is set up for Automatic Archiving, you can disable
Automatic Archiving on the archiving device in order to dedicate the device to another function.
NOTE: There are different procedures for standard Automatic Archiving and for
Automatic Archiving on Autoloader Devices. Both are given below.
To disable Automatic Archiving:
1. In the NICE Backup window, click the Setup Automatic Archiving button.
-or-
The Setup Automatic Archiving for Logger # window appears.
Figure 2-36
Setup Automatic Archiving for Logger # Window
2. In the Backup Mode area, deselect the checkbox corresponding to the archiving device(s) on
which you want to disable Automatic Archiving. Then click OK.
The Setup Automatic Archiving for Logger window closes, and you receive confirmation that
Automatic Archiving is disabled.
To disable Automatic Archiving on an Autoloader device:
1. In the NICE Backup window, click the Setup Automatic Archiving button.
-or-
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The Setup Automatic Archiving for Logger (with Autoloader) window appears.
Figure 2-37
Setup Automatic Archiving Window
2. In the Backup Scheme area, select None. Then click OK.
The current archiving mode is interrupted and you can perform Manual Archiving or Retrieval
using the single archiving device.
Manually Archiving Audio
You can use the NICE Backup window to manually archive recorded audio to archive media. See
NOTE: Screen recordings cannot be archived.
To archive audio manually:
1. In the NICE Backup window Loggers area, select a Logger.
The Logger’s archiving devices are displayed in the Devices of logger area.
2. Click the Manual Archive button in the toolbar to set the current operation to manual
archiving. (This stops other operations, to enable manual archiving.)
The Manual Archiving prompt appears.
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Figure 2-38
Manual Archiving Prompt
3. If you want to add audio to the archive media, click Append.
The NICE Backup prompt window appears.
-or-
If you want to overwrite audio on the archive media, click Overwrite.
Figure 2-39
NICE Backup Window
4. Insert the archive media in the specified drive, and click OK.
5. Click the Show Media Contents button in the toolbar.
The Device # Logger # window appears.
Figure 2-40
Device/Logger Selection Window for Manual Archiving
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6. Click Start Manual to define a manual archiving filter.
The Manual Archiving window appears.
Figure 2-41
Manual Archiving Window
Define the manual archiving filter as follows:
Channels to Select All channels if you want to archive audio found on all channels
archive
available in the Logger.
-or-
Select Specific channels, click the drop-down list to select a Logger, and
then select the specific channels that contain the audio that you want to
archive.
From time
Click the drop-down list and select the start date of the audio that you want to
archive. Then, click the up/down arrows in the Time field to specify the start
time of the audio that you want to archive.
-or-
Click the From channel start option to archive all recordings from the time
recording began on the channel.
To time
Click the drop-down list and select the end date of the audio that you want to
archive. Then, click the up/down arrows in the Time field to specify the end
time of the audio that you want to archive.
-or-
Click the To channel end option to archive recordings up to the last
recording on the channel.
When you are finished defining the filter, click Start archive.
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The audio you specified is copied to the archive media.
NOTE: When manual archiving is complete, a warning message appears telling you
to open the door of the Logger before you click the Eject button. If you click the Eject
button without opening the door first, an error message appears telling you to open
the door and click the Eject button again.
7. Click the Return to Default Operation button to continue the Automatic Archiving program.
Retrieving Audio
To play archived audio that has already been removed from the Logger’s short-term storage disk,
you must first retrieve the audio from the archive media to the disk.
NOTE: Screen recordings cannot be archived and therefore cannot be retrieved.
The following two procedures describe how to retrieve audio:
Retrieving Audio from Archiving Media - Describes how to retrieve audio from a Logger’s drive
to a Logger’s disk.
Retrieving Data from an External Logger - Describes how to retrieve data that was recorded on a
Logger in another system. To do this, you must first define an external Logger in your system.
Retrieving Audio from Archiving Media
This procedure assumes that you already know which archive media contains the audio that you
need to retrieve.
To retrieve archived audio:
1.
In the NICE Backup window Loggers area, select a Logger.
The Logger’s archiving devices are displayed in the Devices of logger area.
2. If you want to retrieve audio from archive media that is not currently loaded in the drive,
continue with Step 3.
-or-
If you want to retrieve audio from archive media that is currently loaded in the drive, skip to
Step 5.
3. Click the Retrieve button in the toolbar to set the current operation to retrieve. (This stops
other operations, to enable retrieval.)
4. Insert the archive media from which you want to retrieve audio in the appropriate drive.
5. In the Devices of logger area, select the device you want to use, and click the Media
Contents button in the toolbar.
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Figure 2-42
Device # Logger # Window for Audio Retrieval
6. Select the Logger channel that contains the audio you want to retrieve.
Each Logger channel contains audio recorded from the time that appears in the Start Time
column, till the time that appears in the Stop Time column. This may include several
recordings.
7. At this point, you can either define a retrieval filter for audio recorded on the channel, or you
can select specific recordings that you want to retrieve from the channel.
This step continues with the definition of an audio retrieval filter. To select specific recordings,
skip to Step 8.
a. In the Device # Logger # window, click Start Retrieval.
The Retrieval from Media window appears.
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Figure 2-43
Retrieval from Media Window
b. Specify the start and end periods of the audio you want to retrieve as follows:
From time
Click the drop-down list and select the start date of the audio that you want
to retrieve. Then, click the up/down arrows in the Time field to specify the
start time of the audio that you want to retrieve.
-or-
Click the From channel start option to retrieve all recordings from the
time recording began on the channel.
To time
Click the drop-down list and select the end date of the audio that you want
to retrieve. Then, click the up/down arrows in the Time field to specify the
end time of the audio that you want to retrieve.
-or-
Click the To channel end option to retrieve recordings up to the last
recording on the channel.
c. When you are finished specifying the start and end periods, click Start retrieve.
The audio you specified is copied to the Logger’s hard disk.
8. If you want to select specific recordings to retrieve from the channel, in the Device # Logger #
window, click Recordings.
The Recordings window appears.
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Figure 2-44
Recordings Window for Retrieval Operation
Select the recordings you want to retrieve, and click Start Retrieve.
The recordings you selected are copied to the Logger’s hard disk.
9. After you complete a retrieval operation, if you loaded archive media for the retrieval
operation, and the device was set for automatic archiving, click the Return to Default
Operation button to continue the automatic archiving program.
-or-
If you retrieved audio from archive media that was already loaded, and the device was set for
automatic archiving, you do not need to take any further action. The NICE Backup utility
resumes the automatic archiving program.
Retrieving Data from an External Logger
You can retrieve data that was recorded on a Logger in another system. To do this, you must first
define an external Logger in your system.
To retrieve data from an external Logger:
1. Insert the archive media in your system. The NICE Administrator creates a dummy Logger in
the database tables so the call data can be accessed.
2. In the Tools menu of the NICE Backup window, choose Analyze External Media.
A message window appears asking if you want to add the external Logger to the Security
Database.
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Figure 2-45
NICE Backup message window
3. Click Yes. A success message box appears. Click OK.
4. In the NICE Administrator window, the newly defined external Logger is available.
Figure 2-46
NICE Administrator Window
NOTE: Privileges for the external Logger must be defined in the Privileges tab, in
order to retrieve call information from its media.
Deleting Audio
If necessary, you can erase the contents of an entire archive media.
NOTE: The Delete operation erases the entire cassette. You cannot erase specific
recordings from the NICE Backup window.
To delete the contents of an archive media:
1. In the NICE Backup window Loggers area, select a Logger. Logger archiving devices are
displayed in the Devices of logger area.
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2. Click the Assign to Erase button in the toolbar to set the current operation to delete. (This
stops other operations, to enable deleting.)
3. Insert the archive media that you want to erase in the appropriate drive.
4. In the Devices of logger area, select the device you want to use, and click the Media
Contents button in the toolbar.
Figure 2-47
Device # Logger # Window for Audio Deletion
5. Click Start Erase to erase the contents of the archive media you inserted in the drive.
Enabling/Disabling an Archiving Device
A NiceLog Logger can be equipped with up to three archiving devices. To use an archiving device
for archiving and retrieval, the device must first be enabled.
You can disable an archiving device in a Logger at any time (such as, if you want to use Device 2
while fixing a problem in Devices 1 and 3).
To enable/disable an archiving device in the connected Logger:
1. In the NICE Backup window Setup menu, choose Configure Devices.
The Configure devices window appears.
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Figure 2-48
Configure Devices Window
2. For each Logger, mark the field corresponding to the archiving device you want to enable.
-or-
Unmark the field to disable the archiving device.
NOTE: You can disable an archiving device only when it is not in use.
3. Click OK.
The Configure Devices window closes, and your changes take effect immediately.
Displaying Archiving Device Information
The following information can be displayed for archiving devices:
•
Device Type
Type of archiving medium loaded in the selected archiving device.
•
Operation
Current archiving device operation.
•
Default Operation
Default operation configured for the selected archiving device.
•
Free Space
Percentage of free space on the loaded archiving medium.
•
Last cleaning time Day, date, year, and time that the selected archiving device was last
cleaned.
To display archiving device information:
1. In the NICE Backup window Devices for Logger # area, select an archiving device.
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Figure 2-49
Devices of Logger Window
2. Click the Show Device Info button.
The Device Information window appears displaying information about the selected archiving
device.
Figure 2-50
Device Information Window
Printing Archiving Device Status Reports
You can print a report containing information about the archiving devices in a Logger. Information
displayed in the report includes the current operation and type of archiving media loaded in each
archiving device.
To print an archiving device status report:
1. In the NICE Backup window Tools menu, choose Device Status Report.
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The Devices Report window appears displaying the following:
•
Logger Name
Connected Logger number(s).
•
Device
Configured archiving device number(s).
•
Type
Type of archiving media loaded in each device.
•
Operation
Operation assigned to each archiving device.
•
Status
Current status of each archiving device.
•
Error
An archiving device error occurred.
Figure 2-51
Devices Report Window
2. Click the Print button at the bottom of the window.
The report is printed to the configured printer.
87
3
Managing NiceCLS Servers
NiceCLS Servers are defined and set up in the NICE Administrator application. Once you define a
NiceCLS Server, authorized users can access the NiceCLS Server’s information and services,
using all the applications.
Defining and setting up NiceCLS Servers involves specifying Server details such as name,
network address and protocol, and data column privileges.
NOTE: In a NiceLog system in which no NiceCLS Server is installed, the procedures
in this chapter are not performed.
Contents
Adding a New NiceCLS Server ...................................................................................... 90
Managing NiceCLS Mapping Tables ............................................................................. 94
Managing System Lists for NICE Administrator.......................................................... 99
Managing Data Lists for NICE Forms Designer ........................................................102
Modifying a NiceCLS Server Definition ......................................................................104
Deleting a NiceCLS Server Definition .........................................................................104
Chapter 3: Managing NiceCLS Servers
89
Adding a New NiceCLS Server
When you start the NICE Administrator application for the first time, you must define the
NiceCLS Servers in your system.
To add a new NiceCLS Server to the system:
1. In the toolbar of the NICE Administrator window, click New, and choose NiceCLS Server.
New CLS Server appears in the Resource List under Site, Servers, CLS. The General tab
of the Server definition appears in the Resource Definition area.
NOTE: The NiceCLS Server you are defining must be active and accessible on the
network to enable you to save the Server definition.
Figure 3-1
NICE Administrator Window - CLS Server Definition General Tab
2. In the General tab of the NiceCLS Server definition, enter the information as follows:
Name
Type the name of the Server. The server name can be up to 20
characters.
NOTE: After you type a value for Name, and move to the next field, the Administrator
application attempts to connect to the database to extract its data columns. These
columns then appear in the Columns tab.
Network Type
TCP/IP is selected by default.
Network Address Enter the network address of the Server.
90
NOTE: After you enter a value for Network Address or Network Type, and move to
the next field, the NICE Administrator application attempts to connect to the database
to extract its system configuration parameters. These parameters will appear in the
Capabilities section.
Remote Database
Select this option if your system includes NiceCLS Clustering
(redundancy). If you select this option, enter the information in this
section as follows:
Secondary
Mark this box.
Network Type
Network type of the Secondary NiceCLS Server
in the cluster. TCP/IP is selected by default.
Network Address Enter the network address of the Secondary
NiceCLS Server in the cluster.
The Capabilities section of the General tab contains the following information obtained by
the system:
•
Server ID
•
Number of Loggers
•
Version
•
Number of channels
•
Database
•
Switch
3. Click Save in the toolbar to save the NiceCLS Server definition.
The definition is saved, and the relevant Database and Switch information appears in the
General tab.
4. Click the Columns tab.
The Columns tab appears.
91
Figure 3-2
NICE Administrator Window - New NiceCLS Server Columns Tab
5. The first column on the left of the table is a list of all the data columns to which you can assign
access privileges. For each line in the table, mark the privileges you want to assign for the data
column, by clicking the checkbox under View, Query, or Edit.
NOTE: Some View, Query, and Edit checkboxes may be disabled, due to global site
privilege settings. (You cannot mark disabled boxes.) Global site settings are
explained in Setting Up Site Name and Access Privileges on page 24.
6. After you finish assigning NiceCLS Server privilege settings, click the Loggers tab to specify
which Loggers are connected to this NiceCLS Server.
The Loggers tab appears in the Resource Definition area.
Figure 3-3
NICE Administrator Window -Loggers Tab
92
7. Move the Loggers that will work with the NiceCLS Server from the Available Loggers list to
the Members Loggers list.
NOTE: The Loggers appearing in the Available Loggers list are all previously
defined in the site.
8. Click Save.
The NiceCLS Server definition is saved.
The Mapping Tables tab enables creation and management of mapping tables in the NiceCLS
Server’s call database, as described in the next section.
Adding Multiple NiceCLS Servers
You can connect more than one NiceCLS server to your site. Each NiceCLS server is connected
following the instructions in Adding a New NiceCLS Server on page 90. When connecting an
agent to a NiceCLS server, each agent can only be connected to a single server. Users who receive
privileges to access all users, can query and monitor all the users on all the NiceCLS servers
connected to the site.
93
Managing NiceCLS Mapping Tables
This section explains what NiceCLS Mapping Tables are, and how they are used in the NiceLog
system.
The following topics are covered in this section:
•
What are Mapping Tables?
•
Mapping Table Examples
•
Changing a Mapping Table Entry Value
What are Mapping Tables?
Mapping Tables enable each call logged in the Call Database to be found and identified by
additional call data fields not reported by your site’s telephone switch, but used by your
organization to aid in locating call audio.
NiceCLS Mapping Tables are set up within the NiceCLS Server when it is installed in your site.
NOTE: Additional mapping tables can be added to the NiceCLS Server after
installation by your NiceLog Customer Support provider.
A Mapping Table is typically set up to map one call data field reported by the telephone switch
(such as, Agent ID, Station, Extension) to one or two customized call data fields not reported by
the telephone switch (such as, Agent Name, Department). The call data field reported by the
telephone switch is referred to as the “map-from” field. The call data fields not reported by the
telephone switch are referred to as the “map-to” fields.
Mapping Tables are defined using the NiceCLS Server Database Setup utility. Once a Mapping
Table is defined, it can be managed using NICE Administrator.
In NICE Administrator, for the map-from field of each mapping entry, you must specify a unique
data value (reported by your site’s telephone switch).
NOTE: If your site has more than one telephone switch for which one NiceCLS Server
logs calls, each Mapping Table requires an additional map-from field, named Unit.
This field is required as a map-from field to identify the switch that handled the call.
You must specify a unique combination of data for the two map-from fields for each
mapping entry in the Mapping Table. For more information, see Telephone Book
Mapping Table on page 95.
NiceCLS Mapping Tables make searching for calls easier by providing more information for users
to include in a query’s search criteria. The mapping tables are required if you want to perform the
following options using the NICE Query application:
•
Specify additional call data fields (that are not reported by your site’s telephone switch) as
search criteria in a query.
•
Display additional call data fields (that are not reported by your site’s telephone switch) as
columns in the call list of the NICE Query window.
94
In the Edit Query window of the NICE Query application, you can easily search for calls by
specifying any call data field maintained in a NiceCLS Mapping Table (such as, Agent Name,
Department).
The call data fields that are maintained in NiceCLS Mapping Tables can also be displayed as
columns in the call list of the NICE Query window.
For more information about the NICE Query application, see the NiceLog User’s Manual.
NOTE: You cannot define recording programs (for Selective Recording) with
conditions based on map-to fields. Also, map-to fields are not available in the NICE
Monitor application.
Mapping Table Examples
The following examples of Mapping Tables may be required in your organization:
•
Telephone Book Mapping Table, which maps each extension to an agent name and department
name.
•
Agent Name Mapping Table, which maps each agent ID to an agent name and department
name.
•
Customer Name Mapping Table, which maps each telephone number to a customer name.
Each example is described in the sections below.
Telephone Book Mapping Table
The Telephone Book Mapping Table is used at sites in which the telephone switch reports the
telephone extension of the person that handles each call, but does not report the person’s name or
department.
The Telephone Book Mapping Table maps the telephone extension of each employee in the
organization to the employee’s name and department name. Each mapping entry contains a unique
value (reported by the telephone switch) for the Station map-from field.
Map-From
Station
Map-To
Agent Name
Department
3701
Barnfield John
Marketing
3702
Byrnes Jay
Marketing
3745
Canfield Celia
Telebanking
For example, station 3701 is mapped to agent name Barnfield John, and to the Marketing
department.
95
If a site has more than one telephone switch on one NiceCLS Server, the Mapping Table also
includes the Unit field as a map-from field.
Map-From
Map-To
Unit
Station
Agent Name
Department
SW1
3701
Barnfield John
Marketing
SW1
3702
Byrnes Jay
Marketing
SW1
3703
Canfield Celia
Marketing
SW2
3701
Cox Laura
Sales
The Telephone Book Mapping Table enables each call to be identified by the name of the agent
and department that handled the call, thus making it possible to:
•
Search for calls by employee name or department name (in addition to the extension).
•
Display employee name and department name as columns in the call list of the NICE Query
window.
Agent Name Mapping Table
The Agent Name Mapping Table is used at sites with specialized telephone switches which report
the ID of the agent that handles each call, but do not report the agent’s name or department.
NOTE: The telephone switch can be an ACD for call centers, a turret system for
trading rooms, or another type of switch that supports free seating. With free seating,
a telephone extension is used by different agents who are each identified by a unique
agent ID (often called an Agent Login).
The Agent Name Mapping Table maps the ID of each agent in your organization to the agent’s
name and department name. Each mapping entry contains a unique value (reported by the
telephone switch) for the Agent ID map-from field.
Map-From
Agent ID
Map-To
Agent Name
Department
200
Barnfield John
Marketing
201
Byrnes Jay
Marketing
202
Canfield Celia
Telebanking
For example, agent ID 201 is mapped to agent name Byrnes Jay, and to the Marketing department.
The Agent Name Mapping Table enables each call to be identified by the name of the agent and
department that handled the call, thus making it possible to:
•
Search for calls by agent name or department name (in addition to agent ID).
96
•
Display the agent’s name and department name as columns in the call list in the NICE Query
window.
Customer Name Mapping Table
The Customer Name Mapping Table is used by sites in which the telephone switch reports the
dialed number for outgoing calls, and/or the caller ID or ANI for incoming calls.
The Customer Name Mapping Table maps the telephone number(s) of a customer to the name of
the customer. Each mapping entry contains a unique value (reported by the telephone switch) for
the Phone Number map-from field.
Map-From
Map-To
Phone Number
Customer Name
6453800
National Bank
6453810
National Bank
5246300
Center Trading
For example, Phone Numbers 6453800 and 6453810 can both be mapped to Customer Name
“National Bank”.
The Customer Name Mapping Table enables each call to be identified by the name of a customer,
thus making it possible to:
•
Search for outgoing calls made to a specific customer, and/or incoming calls received from a
specific customer.
•
Display the customer’s name as a column in the call list, in the NICE Query window.
Changing a Mapping Table Entry Value
You can change Mapping Table entry values in the NICE Administrator application. The modified
Mapping Tables enable each call logged in the Call Database to be identified by the updated call
data fields. The new definitions can be used from this time on by NiceCLS users for queries.
Previously logged calls are not affected by the change.
Before you edit a unique value in a mapping entry, you should first consider whether users need to
continue to look up and select this value as search criteria in a query.
EXAMPLE:
If an employee marries and changes her name, you may need to continue to look up her maiden
name in a query’s search criteria to search for calls she handled prior to her name change. If so,
it is recommended that you do not edit the mapping entry value. Instead, you can delete the
mapping entry, and then add a new mapping entry with the desired value.
97
To change the value of a Mapping Table entry:
1. In the NICE Administrator window Resource List, expand the NiceCLS folder.
2. Select the NiceCLS Server that operates with the Mapping Table you want to modify.
3. In the Resource Definition area, click the Mapping Tables tab.
Figure 3-4
NICE Administrator Window - Mapping Tables Tab
4. In the Table field, click the drop-down list and select the table that contains the values you
want to change.
The table you selected is displayed below the Table field.
5. The following additional changes can be performed:
Add
Click this button to add a new line to the table. After the line is added, you can
specify the values for the entry columns by clicking in the column and typing the
value.
Delete Click this button to delete the selected line from the table.
Revert Click this button to restore the previous entry value.
NOTE: The Revert operation is available only before Save is clicked.
6. When you finish changing entry values, click Save in the Toolbar.
The changes you made are saved.
98
Managing System Lists for NICE Administrator
In the NICE Administrator application, you can use the List Manager to define items for system
lists, which provide additional details about calls. System lists are used in the Details tab of the
Administrator window, see Figure 4-3 on page 115.
System lists can be used in the NICE Query application to locate a call. For example, you can
define list items for a department list. NiceLog users can then find calls using the NICE Query
application by specifying the department of a telephone agent. For more information about the
NICE Query application, see the NiceLog User’s Manual.
To add/edit system lists:
1. In the NICE Administrator window, in the System menu, choose Edit System Lists.
The Edit System Lists window appears.
Figure 3-5
Edit System Lists Window
List Name area
2. To edit an existing list, select the list and click Open.
The List Items window for the list appears. See Figure 3-6 on page 100 and proceed with
Step 3.
-or-
To create a new list:
a. Click Add.
The List Name area is enabled.
b. Type the name of the new list and click Submit.
TIP: To easily find a data list, its name should reflect its contents.
99
The List Items window for the list appears.
Figure 3-6
List Items Window
List name
appears
here
3. For each new list item:
a. Click Add.
The List Item field appears at the bottom of the window.
Figure 3-7
List Item field
b. In the List Item field, type an item, for example, Supervisor.
c. Click Submit. The item is displayed in the List Item area.
100
Figure 3-8
List Items for <List Name> Window - List Item defined
NOTE: Items appear in the drop-down lists in the order they appear in the List Items
window. You can change the order of the list by selecting an item and clicking either
Move Up or Move Down.
4. To edit or remove an item, select it from the list and click Edit or Delete.
5. When you have finished adding items to the list, click Save and then Close to save the list
and exit the window.
101
Managing Data Lists for NICE Forms Designer
A data list can contain any type of data that you want to link to an object on a form. For example,
lists of call types, the number of days that a customer is late on a payment, and months of the year.
The following form objects can be linked to data lists:
•
Bound Combo Box
•
Bound List Box
•
Coaching Points
Each of the above objects can have only one list linked to it.
To add/edit a data list:
1. In the NICE Administrator window, in the System menu, choose Edit Lists.
The Edit Data Lists window appears.
Figure 3-9
Edit Data Lists Window
List Name area
2. To edit an exiting list, select the list and click Open.
The List Items window for the list appears. See Figure 3-10 on page 103 and proceed with
Step 3.
-or-
To create a new list,
a. Click Add.
The List Name area is enabled.
102
b. Type the name of the new list, for example, Section. Then click Submit.
TIP: To easily find a data list, its name should reflect its contents.
The List Items window for the list appears.
Figure 3-10
List Items Window
List name
appears
here
3. For each new list item:
a. Click Add.
The List Item field appears at the bottom of the window.
Figure 3-11
Add List Items
b. In the List Item field, type an item from the list, for example, Item 1.
c. Click Submit. The item is displayed in the List Item area.
NOTE: Items appear in the form lists in the order they appear in the List Items
window. You can change the order of the list by selecting an item and clicking either
Move Up or Move Down.
4. To edit or remove an item, select it from the list and click Edit or Delete.
5. Click Save and then Close.
103
Modifying a NiceCLS Server Definition
Modifying a NiceCLS Server Definition
After a NiceCLS Server is defined in the system, you can modify its definition whenever
necessary.
To modify the definition of a NiceCLS Server:
1. In the NICE Administrator window Resource List, expand the Site, Servers, and NiceCLS
folders.
A list of defined NiceCLS Servers appears under NiceCLS.
2. Choose the Server whose definition you want to modify.
The definition of the NiceCLS Server you selected appears in the Resource Definition area.
3. Modify the definition as desired. For more information about NiceCLS Server parameters, see
Adding a New NiceCLS Server on page 90.
Deleting a NiceCLS Server Definition
NiceCLS Server definitions can be deleted in the NICE Administrator application. After you
delete a NiceCLS Server definition, no user can access that NiceCLS Server.
To delete a NiceCLS Server definition:
1. In the NICE Administrator window Resource List, expand the Site, Servers, and NiceCLS
folders.
A list of defined NiceCLS Servers appears under NiceCLS.
2. Choose the Server that you want to delete, and click Delete in the toolbar.
Following confirmation, the NiceCLS Server definition is deleted from the NICE
Administrator.
NOTE: You cannot delete a NiceCLS Server definition if agents are assigned to work
with that Server. For more information about Agent definitions, see Managing Users
and User Groups on page 105.
104
4
Managing Users and User Groups
This chapter explains how users and user groups are defined and managed by the System
Administrator using NICE Administrator.
The Administrator application enables the System Administrator to define all users in the system
and assign access privileges to each user for the NiceCLS database and applications.
Contents
Overview........................................................................................................................106
About Users, Agents, and Groups............................................................................106
About Privileges .......................................................................................................108
Helpful Hints ............................................................................................................. 110
Adding Users ................................................................................................................ 111
Defining a User as an Agent .................................................................................... 113
Adding Personal Details to a User Definition ........................................................... 115
Assigning User Privileges ........................................................................................ 116
Assigning NiceCLS User Privileges .........................................................................120
Modifying User Definitions .......................................................................................122
Deleting User Definitions..........................................................................................122
Adding User Groups.....................................................................................................123
Assigning Privileges to a Group ...............................................................................124
Modifying User Group Definitions ............................................................................127
Deleting User Group Definitions...............................................................................128
Managing User Profiles................................................................................................129
Filtering the Users Lists...............................................................................................133
Filtering the User Groups List .....................................................................................136
Setting Up User Information Files...............................................................................138
Chapter 4: Managing Users and User Groups
105
Overview
Overview
When the NiceLog system is installed, the only user defined is the initial Administrator. This first
user has complete access privileges to the entire Administration system. You use this first user to
log into NICE Administrator and define all other users in the system. Each user in the system must
be given access privileges for the resources they will use (loggers, servers, applications, etc.).
About Users, Agents, and Groups
This section provides background information about the different types of users you will be
creating.
Users
A user is anyone defined in the NiceLog system. Some users have access both to the NiceLog
applications and to other users. Other users are defined in the NiceLog system only to be recorded
and monitored and do not have any access to other users or NiceLog information. Users whose
calls (incoming and/or outgoing) are recorded or monitored must be defined in the NiceLog
system as agents. Agents do not need access to NiceLog applications.
Users who are to monitor calls and otherwise use the NiceLog applications to control the NiceLog
system, must be given privileges to access the users and resources (applications and servers) they
require.
When defining users the following applies:
•
Users who are defined as agents have automatic access to their own calls. (However, they still
require permission to access the required applications and servers.)
•
Users who are not defined as agents do not receive automatic access to any other users or to
agents’s calls.
•
Users can gain access to other users/agents in the following manner:
•
Users who are group leaders (such as supervisors and project managers) are defined as
group members and have access to all other members of the same group and to all users
and agents defined as resources of the group.
•
Users given special ‘Access All User’ privileges, can access all users and agents
connected to the site. This special privilege should be reserved for top personnel and given
with caution. (See Assigning User Privileges on page 116.)
NOTE: To have access to an agent’s calls, you must have access privileges to both
the agent and to the NiceCLS Server on which they are defined.
106
Overview
Agents
An agent is any user whose calls (incoming and/or outgoing) are recorded. Any user can be
defined as an agent. Agents must be defined on a NiceCLS Server. Agents are automatically given
access to their own calls. A user who is not defined as an agent, does not receive automatic access
to any other user’s calls. Agents require separate access to applications and servers.
NOTE: Agents do not exist in a Loggers-only environment as there is no NiceCLS
Server. In a Loggers-only environment, calls can only be recorded and identified by
channel.
EXAMPLE:
Agent Alex is an employee whose calls are being monitored, agent Alex must be a user defined as
an agent. Agent Alex does not need to have access privileges to any resources in the system. If
supervisor Sam, as agent Alex’s supervisor, is monitoring agent Alex’s calls, supervisor Sam
needs to have access privileges to agent Alex and to the NiceCLS Server on which agent Alex is
defined. This is done by creating a group where supervisor Sam is added as a group member and
agent Alex, and the NiceCLS Server on which he is defined, are added as resources on the
Privileges tab. Supervisor Sam does not need to be defined as an agent. If supervisor Sam’s calls
are also to be recorded, then supervisor Sam needs to be defined as an agent as well.
When a call is recorded, the system identifies the agent making or receiving the call by one of the
following three methods:
•
Free seating - Allows the agent to log into NiceLog from any telephone extension. In this
case, a unique agent ID is required, in addition to the agent’s login ID to identify the agent
logged in. The agent must login using the special NiceCLS Login window in order to be
recorded.
•
Fixed seating - The agent must always log into NiceLog from the same telephone extension.
In this case, the agent’s unique telephone extension number is used to identify the agent.
•
Free seating by Agent Username -The agent can log into NiceLog from any extension and
is identified by the Windows login ID used. In this case, a unique Windows login ID must be
used.
NOTE: A system is defined as being either Free seating or Fixed seating. One of
these two ID’s is required. Free seating by Agent Username is an additional, optional
method of identification.
Group Leaders
Group Leaders in the system have access to other users and to agent’s calls. These access rights are
granted by creating a group of all the involved users and assigning one or more group leaders
(known in the system as group members). All the group members of a group automatically
receive the same access rights. (Access to each other and to all users, servers, and channels added
to the group.)
107
Overview
User Groups or Groups
You can create user groups in order to allow supervisors or project managers access to a group of
users. All supervisors or project managers for a group are referred to in the system as
group members. The group members are the group’s leaders and inherit the privileges assigned
to the group and have access to all users in the group. The users that are managed by the group
members are added to the group as resources on the privileges tab. The users who are resources in
a group do not inherit any privileges assigned to the group.
About Privileges
Privileges can be assigned at site level, group level, or to individual users. Your site, groups, and
users are structured hierarchically.
IMPORTANT
The higher the level at which you assign privileges, the more users that will have them, so do so
with caution.
Assign privileges using the following guidelines:
•
Site level: Privileges assigned at site level are inherited by all users and cannot be removed.
To assign privileges at site level, refer to Assigning Site Access Privileges on page 24.
•
User level: Privileges assigned to an individual user are directly received by only that user and
can be removed at any time.
To assign privileges to an individual user, refer to Assigning User Privileges on page 116.
•
Group level: Privileges assigned to a group are inherited by all of the group’s members. They
cannot be removed from individual users. They can only be removed at group level. Users
who are members of more than one group, inherit the privileges assigned to both groups.
Privileges assigned at group level are not inherited by users who are part of the group’s
resources.
To assign privileges at group level, refer to Assigning Privileges to a Group on page 124.
Privileges are inherited as follows:
•
Group members inherit all privileges that were assigned to their group and to the site.
•
Users inherit all privileges that were assigned to the site and to any groups in which they are
members.
Inherited privileges cannot be removed.
NOTE:
•
You cannot assign privileges that you do not have. This includes using a Profile
which has privileges that you do not.
•
Assigning privileges to a user does not automatically define the user as an agent
or give the user automatic access to other users. To define a user as an agent see
Defining a User as an Agent on page 113. To give a user access to other users,
the user must be made a group member, see Adding User Groups on page 123.
108
Overview
What are Profiles and How Can I Use Them?
A Profile is a set of privileges which you can save and use when assigning privileges to users.
Privileges can be assigned with or without using profiles.
Profiles are a ‘starting point’, or template, for assigning privileges. When you use a profile to
assign privileges, the privileges currently in the profile are copied to the user, not the profile itself.
There is no permanent connection between the profile and the user. Changing the profile will not
affect users who were previously assigned privileges from that profile. This is true even if the
system is restarted or the user logs in again.
NOTE: To apply changes made to a profile to a user, you must reassign the profile to
the user. However, all of the user’s privileges will be automatically cleared when the
‘new’ profile is applied. This results in the user losing any additional privileges
acquired since the profile was last applied.
The advantage of using profiles is that you can create a profile which includes the basic privileges
needed for each job position and then customize them for each user as needed.
Your system comes with some predefined profiles, which you can modify. You can also add as
many profiles as you need. For instructions, see Managing User Profiles on page 129.
Guidelines for using the Profiles are provide in Assigning User Privileges on page 116.
EXAMPLE:
All contact center supervisors need the same privileges, however, one supervisor needs an
additional privilege to use the Lists Editor application. You can use the same Profile for all these
supervisors and then add the privilege for Lists Editor to the supervisor who needs it. Likewise,
you can remove a privilege from an individual user who started with a general profile.
What is the Same as User option?
Same as User is an option available when assigning privileges directly to a user. This option
appears as a button on the Privileges tab of the user definition.
Use the Same as User option when you want to give a user the identical set of privileges that an
existing user has.
If the user you select to copy from is a group member in a group, the new user will be placed in
the same group, as a group member, and thus inherit the same privileges.
Guidelines for using the Same as User option are provide in Assigning User Privileges
on page 116.
EXAMPLE:
Supervisor Sally is a group manager in the Accounts group. She will be on an extended vacation
leave for one month. Sean will be covering for her. Open Sean’s user definition and use the Same
as User button on Sean’s Privileges tab to select Supervisor Sally. Sean will be added as a group
member to the Accounts group and will receive all the same privileges that Supervisor Sally had.
109
Overview
Helpful Hints
The following table gives examples of some common situations, focusing on the specific accesses
that must be granted/denied to achieve a certain goal. This table does not give full instructions for
creating a user, it only provides some extra controls.
To...
Do the following...
Allow 2-way access between 2 or more users
and/or agents
Make them members of the same group
Give one-way access from a user to other
users/agents
Make the first user a group member and the
other users/agents resources in the same group
Give a group of users identical privileges but
not access to each other
Create the first user with the appropriate set of
privileges and use the ‘Same as User’ option
when creating the remaining users, or, create a
new profile with the appropriate set of
privileges
Restrict a single user’s access to specific CLS
information
Add the NiceCLS Server to the user’s resource
list and then remove access to the individual
columns
Restrict the range of CLS access
Use the Filter Editor when assigning CLS
privileges at user level
Block an entire group from accessing a
resource
Remove it from the group resource list
Give a user access to all users and agents
connected to the site
Mark ‘Access all Users’ (see Assigning a User
Access to All Users on page 118)
110
Adding Users
Adding Users
To add a new user to the system:
1. Click New in the toolbar of the NICE Administrator window, and choose User.
TIP: If the New button is not activated, click anywhere in the Users-Groups branch
of the Resource List. The face of the New button varies according to the resource last
created.
New User appears in the Resource List under Site, Users-Groups, Users, and the General
tab selected.
Figure 4-1
NICE Administrator Window, User Definition, General Tab
NOTE: The appearance of the Windows Username field depends upon your NiceCLS
configuration.
2. Fill in the information as follows:
First name, Last
name (required)
Enter the first name and last name of the new user in the appropriate
fields.
Middle name
Enter an optional middle name for the new user.
Login name
(required)
Enter a unique name that the user will use to log into NICE
applications.
Email address
If relevant, enter the email address of the user.
Password,
Enter the password that the user will use to log into NICE applications,
Confirm password and confirm the password by typing it again in the Confirm Password
(required)
field.
111
Adding Users
NOTE:
•
The password entered cannot be identical to the User’s first name, last name,
login name, or extension.
•
When the Strict Password Checking option is enabled (see Defining Password
Parameters on page 28), the following password requirements are in effect:
•
•
•
The password cannot include leading or trailing blanks.
The password cannot have more than two identical consecutive characters.
The password cannot contain only digits or only letters.
User must change
password at next
login
Requires the user to change passwords the next time the user logs
into any NICE application.
User cannot change Prohibits the user from changing the password you assign.
password
Account disabled
Prohibits the user from accessing NICE applications.
Account locked out This option is automatically selected if the user violated access
privileges. For example, if the user tries to log in with an incorrect
password more than the allowed number of times.
Maximum Password Select Password never expires if you do not want to change the
Age
user’s password periodically.
Select Expires in __ days if you want the user’s password to expire
at the end of the period you specify.
3. Click Save.
The user definition is saved with the following privileges:
•
Privileges assigned at site level are automatically inherited (see Assigning Site Access
Privileges on page 24).
•
If the user is added to a group, at group member level, the group’s privileges are
additionally inherited (see Adding User Groups on page 123).
You can continue defining the user you just created in the system with any of the following:
•
Define the user as an agent. Continue with Defining a User as an Agent on page 113.
•
Add personal information. Continue with Adding Personal Details to a User Definition
on page 115.
•
Customize a user’s privileges. Continue with Assigning User Privileges on page 116.
•
Give the user access to the NiceCLS database. Continue with Assigning NiceCLS User
Privileges on page 120.
112
Adding Users
Defining a User as an Agent
Any user whose calls (incoming and/or outgoing) or screen activity is to be recorded or monitored
in the system must be defined as an agent. Being defined as an agent does not affect a user’s other
abilities within the system. Users who are also group leaders, supervisors, installers, and
administrators can also be defined as agents.
IMPORTANT
Before creating an Agent, the Agent must be added as a User in your NiceLog system. To add a
User, see Adding Users on page 111.
To define the user as an agent:
1. In the NICE Administrator window, select a user and click the General tab.
The General tab appears.
Figure 4-2
NICE Administrator Window, User Definition, General Tab
2. Fill in the information as follows:
Make user an
agent (required)
Select this box.
CLS Server
Click the drop-down list and select the NiceCLS Server handling this
agent’s switch reports.
(required)
Switch ID
(required)
Enter the identification number of the switch (PABX) connected to the
NiceCLS Server assigned to that user. This number is determined when
installing the NiceCLS Server handling the agent’s switch, and uniquely
identifies the switch in the system.
113
Adding Users
Agent ID
(required)
Extension
If your system supports a Free Seating environment, enter the user’s
agent Login identification number.
(required)
If your system supports a Fixed Seating environment, enter the user’s
telephone extension number.
Windows
Username
If using Free Seating by Agent Username, enter the User’s Windows
login ID. The name entered must be unique in the system.
NOTE: The appearance of the Windows Username field depends upon your NiceCLS
configuration.
3. Click Save.
This user is now defined as an agent and can be recorded and monitored in the system.
114
Adding Users
Adding Personal Details to a User Definition
Once you create a user, you can add personal details to the user definition. This information is used
for reporting and statistics purposes.
To add personal information:
1. In the NICE Administrator window, select a user and click the Details tab.
The Details tab appears.
Figure 4-3
NICE Administrator Window - User Definition Details Tab
NOTE: To change the drop-down lists, use the List Editor, as described in Managing
System Lists for NICE Administrator on page 99.
2. Enter the required information for the user in the fields provided.
3. Click Save.
115
Adding Users
Assigning User Privileges
All users inherit the privileges assigned to the site. A user who has been added to a group as a
group member (not as a resource), inherits the privileges assigned to that group. Inherited
privileges cannot be removed. In the Resource Definition Area of the Privileges tab, they appear as
marked and grayed out. You can add to these privileges as described below.
NOTE: You can only assign privileges that have been assigned to you. You cannot
assign privileges that you do not have.
A complete list of all privileges and suggestions for assigning them, can be found in User
For more information, refer to About Privileges on page 108.
Guidelines for using Profiles and the Same as User options
You can manually choose which privileges to assign to a user or use the Profiles or Same as
User options. The Profiles and Same as User options allow you to copy a set of privileges Use the
following guidelines:
•
You can choose only one profile or user to copy privileges from.
•
When you copy privileges from a profile or from a user, all previous privileges that the user
had are cleared.
•
After copying privileges from a profile or user, you can add additional privileges to the user.
•
When using a profile, the privileges in the profile are copied to the user. Any changes made to
the profile after it is copied to the user, do not affect the user.
•
After a set of privileges are copied from a profile, you can manually remove from the user any
privileges that are needed by that user.
•
If the user you select to copy from is a group member in a group, the new user will be placed
in the same group, as a group member, and thus inherit the same privileges.
•
When using Same as User, privileges are copied from one user to the other. Any changes made
to the first user after the privileges are copied, do not affect the new user.
•
You can only select a profile or user to copy from if you have all of the profile’s or user’s
privileges.
For more information, refer to:
•
What are Profiles and How Can I Use Them? on page 109
•
What is the Same as User option? on page 109
To assign user privileges:
1. In the NICE Administrator window, select Site, Users-Groups, Users, and then select a
user. Click the Privileges tab.
116
Adding Users
Figure 4-4
NICE Administrator Window - User Definition, Privileges Tab
Resource List
Resource Definition Area
2. (Optional) To assign the privileges from a predefined profile, in the Profile field, select a
profile. See Guidelines for using Profiles and the Same as User options on page 116.
3. (Optional) To copy the privileges from a different user, click Same As User and select a user
from the list. See Guidelines for using Profiles and the Same as User options on page 116.
4. To add servers or channels to the Resource List, click Add
and select a resource
type.
The Add Resource window appears.
Figure 4-5
Example of an Add Resource Window
117
Adding Users
5. Select the servers/channels to which you want to assign user privileges, and click OK.
The servers/channels are added to the user’s resource list. You must continue and assign the
user access privileges to them following the instructions in the next steps.
NOTE:
•
Agents must have access privileges to the NiceCLS Server that they are defined
on and to the relevant columns. (See Assigning NiceCLS User Privileges
on page 120.)
•
Users who have access to other users or agents, must have access privileges to
the the NiceCLS Server that the user or agent is defined on and to the relevant
columns. (This access is usually given at group level where access to the user/
agent is given.)
6. In the Resource List (refer to Figure 4-4 on page 117), select a resource.
A list of available items for the resource you selected appears in the Resource Definition area.
NOTE: Items that are grayed out indicate that access was granted at either group or
site level and cannot be removed.
7. Mark/unmark the items to which you want the user to be granted/denied access.
TIP: To mark all the items in the Resource Definition area, click Select All.
8. In the toolbar, click Save to save the user definition.
Assigning a User Access to All Users
In the NICE Query and NICE Monitor applications, the Access All Users privilege allows the
user to access all Agents on the selected NiceCLS Server and, in the case of Multiple NiceCLS
Servers, on all other NiceCLS Servers connected to the site for the purpose of monitoring and
playing back their calls.
NOTE: This is a very high level privilege and should be assigned with caution.
To allow the user access to all users:
1. In the NICE Administrator window, select a user from the Resource list, select the Privileges
tab, and click Applications and then Other Privileges.
The Other Privileges options appear.
118
Adding Users
Figure 4-6
NICE Administrator Window, User Definition, Other Privileges
Select the Access all users option to allow the user access to all users and agents on all
NiceCLS Servers connected to this site.
2. In the toolbar, click Save to save the user definition.
119
Adding Users
Assigning NiceCLS User Privileges
A user receives access to a NiceCLS Server when it is added to his resource list. A user who has
access to a NiceCLS Server, must still be given privileges to each data item (column) individually.
Privileges are given by using the Columns tab of the CLS privileges.
NOTE: Before privileges can be given to any NiceCLS data columns, the columns
must be made accessible. Access privileges for data columns are assigned in the
NiceCLS definition or at Site level.
To add CLS column privileges:
1. In the Resource List of the User definition, click Servers, CLS, and select the NiceCLS Sever
for which you want to assign privileges.
Figure 4-7
NICE Administrator, CLS Columns tab
2. Check/clear the appropriate boxes for each item as follows:
•
View - allows the user to view the data
•
Query - allows the user to run a query using this field as a parameter in the Query
application
•
Edit - allows the user to edit this data (this option can only be given to user defined fields
and not to information received from the switch)
3. To apply a filter which limits CLS column access to a specific range, click the filter button
at the end of a row.
The Filter Editor window appears.
120
Adding Users
Figure 4-8
NICE Administrator - CLS Filter Editor
4. Specify a range of values and click OK.
The filter is applied for the selected column.
Figure 4-9
NICE Administrator - CLS Columns tab - filtered columns
5. Click Save.
The user definition is saved.
121
Adding Users
Modifying User Definitions
IMPORTANT
Changes made to a user definition do not take effect until the next time the user logs into the
system.
An existing user’s definition can be modified as needed. In order to have permission to do this, the
Modify User checkbox for the Administrator application (Privileges tab) must be marked in your
user definition.
NOTE: You can make changes to all the information on all the user’s General and
Details tabs. On the Privileges tab, you are restricted to assigning only those
privileges that you have been assigned.
To modify a user’s definition:
1. In the Resource List, click Site, Users-Groups, Users, and select the user definition you
want to modify.
TIP: To shorten the list of Users and make locating a User simpler, see Filtering the
Users Lists on page 133.
The definition of the user you selected appears in the Resource Definition area.
2. Modify the user’s definition and click OK. For more information about user definitions, see
Managing User Profiles on page 129.
Deleting User Definitions
IMPORTANT
A user who is deleted from the system while logged in, will remain active and able to use the
system until logging off.
You can delete user definitions from the system whenever necessary. Deleted users do not appear
in user definition lists generated in the NICE applications (such as NICE Query).
To delete a user definition:
1. In the Resource List, click Users-Groups, Users, and select the definition of the user you
want to delete.
TIP: To shorten the Users list and simplify User search, see Filtering the Users Lists
on page 133.
The definition of the user you selected appears in the Resource Definition area.
2. Click Delete in the toolbar. Following confirmation, the selected user definition is deleted.
122
Adding User Groups
Adding User Groups
You can create user groups in order to allow group leaders, such as supervisors or project
managers access to a group of users. All supervisors or project managers for a group are referred to
in the system as Group Members. All group members inherit the privileges assigned to the group
and have access to all users in the group. The users in a group do not inherit any privileges
assigned to the group. Users are added to the group as resources on the Privileges tab.
EXAMPLE:
Bob and Jane are joint department heads. Tim, Sue, Anne, and Mary work in their department.
Create a group where Bob and Jane are group members (added on the Members tab). Add Tim,
Sue, Anne, and Mary by using the Add Resources window on the Privileges tab. This gives Bob
and Jane access to each other and to all the others. Tim, Sue, Anne, and Mary do not gain any
privileges from this relationship.
For a complete explanation of User Groups and access privileges, see Overview on page 106.
NOTE: The only privileges that you can assign to other users, are the privileges that
you have been given by a higher Administrator.
To add a new user group to the system:
1. Click New in the toolbar of the NICE Administrator window, and choose Users Group.
TIP: If the New button is not activated, click anywhere in the Users-Groups branch
of the Resource List.
The face of the New button varies according to the resource last created.
New Users Groups appears in the Resource List under Site, Users-Groups, Groups,
and the Members tab is selected.
123
Adding User Groups
Figure 4-10
NICE Administrator Window - User Group Definition Members Tab
Users List
Group Members List
2. In the Name field, type a name for the group.
3. Move users from the Users List, to the Group Members List.
Group members have 2-way access to all the other group members and one-way access to all
users who are resources in the Privileges tab.
TIP: To shorten the Users list and simplify User search, see Filtering the Users Lists
on page 133.
4. Click Save.
The group definition is saved. Privileges assigned to the group are inherited by all group
members.
To add additional privileges to all group members, continue with Assigning Privileges to a
Group on page 124.
Assigning Privileges to a Group
All group members inherit the privileges assigned to the group including access to other users.
Inherited privileges cannot be removed from individual users.
NOTE: On the Privileges tab, you can add any users who are defined in the system.
You are restricted to adding only those Servers and Channels for which you have
access.
124
Adding User Groups
To assign group privileges:
1. In the NICE Administrator window, select Site, Users-Groups, Groups, and then select a
group. Click the Privileges tab.
Figure 4-11
NICE Administrator Window - User Group Definition Privileges Tab
A complete list of all privileges and suggestions for assigning them, can be found in User
2. To add users, servers, or channels to the Resource List, click Add
and select a
resource type.
The Add Resource window appears.
125
Adding User Groups
Figure 4-12
Example of an Add Resource Window
NOTE:
•
The users who are added to the group using the Add Resource window, do not
inherit any of the privileges of the group. Adding users here, gives those users who
were added as Group Members on the Members tab access to them. This is a
one-way relationship.
•
•
The Filter and Show all buttons appear only when adding a User.
•
When adding users, you can shorten the Users list and simplify user search,
see Filtering the Users Lists on page 133.
You can add any Users who are defined in the system. You are restricted to adding
only those Servers and Channels for which you have access. The displayed list
will show only those Servers or Channels available to you.
3. Select the users/servers/channels to which you want to assign group privileges, and click OK.
The users/servers/channels are added to the group’s resource list. You must continue
and assign the group access privileges to them following the instructions in the next
steps.
TIP: Access rights to an agent (user) does not guarantee that you can access the
calls made by the agent. You must also have access to the NiceCLS Server on which
the agent is defined and to the relevant columns. Access to NiceCLS Servers can be
given at site or user level. See Assigning NiceCLS User Privileges on page 120.
4. In the Resource List (refer to Figure 4-12 on page 126), select the resource for which you want
to assign the group privileges. All privileges will be given to all group members.
126
Adding User Groups
A list of available items for the resource you selected appears in the Resource Definition area
as follows:
Users
Servers
Channels
•
Play - Permission to playback all of the user’s calls
•
Record - Permission to record all user’s calls
•
Loggers
•
Modify Deck Assignment
•
Retrieve
•
Setup
•
Record
•
Play
•
Enable recording
Applications For a complete list of application privileges and suggestions for assigning
them, see User Privileges on page 185.
NOTE:
•
Items that are marked and grayed out indicate that access was granted at site
level and cannot be removed.
•
Items that are grayed out and not marked, indicate that you do not have access to
them and therefore cannot give access to them.
5. Mark/unmark the items to which you want the user to be granted/denied access.
TIP: To mark all the items in the Resource Definition area, click Select All.
6. Click Save in the toolbar to save the user group definition.
Modifying User Group Definitions
IMPORTANT
Changes made to a user group definition do not take effect until the next time each of the users
log into the system.
An existing group’s definition can be modified as needed. In order to have permission to do this,
the Modify User checkbox for the Administrator application (Privileges tab) must be marked in
your user definition.
NOTE: You can add and remove members and users for the group. On the Privileges
tab, you are restricted to assigning only those privileges that you have been assigned
(with the exception of Play and Record for Users).
127
Adding User Groups
To modify a user group definition:
1. In the Resource List, click Users-Groups, and then Groups.
2. Select the group that you want to modify.
TIP: To shorten the Groups list and simplify Group search, see Filtering the User
Groups List on page 136.
The definition of the group you selected appears in the Resource Definition area.
3. Modify the group’s definition and click OK. For more information about user groups, see
Adding User Groups on page 123.
Deleting User Group Definitions
IMPORTANT
When you delete a group, each group member who is currently logged in, retains their group
privileges until the next time they log into the system.
You can delete user groups from the system. When you delete a user group the members and
resources are not deleted from the system.
NOTE: When you delete a user group, the group members lose all privileges received
from the group and their access privileges revert to site defaults and any privileges
received individually.
To delete a user group definition:
1. In the Resource List, click Users-Groups, then Groups.
2. Select the group that you want to delete.
TIP: To shorten the Groups list and simplify Group search, see Filtering the User
Groups List on page 136.
The definition of the group you selected appears in the Resource Definition area.
3. Click Delete.
Following confirmation, the selected group definition is deleted.
128
Managing User Profiles
A User Profile allows you to create a set of privileges which you can save and copy when
assigning privileges to users.
For an explanation of how profiles work, refer to About Privileges on page 108 and to What are
Profiles and How Can I Use Them? on page 109.
Below are some samples of NICE Administrator preconfigured user profiles. The defaults may
vary according to your site configuration. You can add as many new user profiles as needed.
NOTE: You cannot assign privileges that you do not have. This includes using a User
Profile which has privileges that you do not.
•
System Administrator
When NiceLog applications are installed, a single NiceLog System Administrator is
automatically defined. This user is authorized to access all workstation applications. This user
cannot be deleted and the privileges assigned to this user cannot be modified.
Additional group administrators can be defined who have the ability to define functions and
positions for users that belong to their respective system administration group.
•
Supervisor
Authorized to access all functions of the NICE Query application and the NICE Supervision
application, but not the NiceLog System Administration application. A NiceLog Supervisor’s
Logger and channel access can be limited by the NiceLog System Administrator.
•
Technical Supervisor
Authorized to perform all setup and maintenance operations in the NICE Supervision
application, but cannot monitor or play audio. A Technical Supervisor’s Logger and channel
access can be limited by the NiceLog System Administrator.
•
Playback User
Authorized only to use the NICE Query application to listen to recorded audio. A Playback
user’s Logger and channel access can be limited by the NiceLog System Administrator.
•
Custom User
Authorized to access any combination of NiceLog applications, except access to the NiceLog
System Administration application.
•
Agent
Authorized only to use the NICE Query and NICE Monitor applications to listen to their own
recorded audio.
To open the Profile Editor:
•
In the NICE Administrator window, in the System menu, choose Profile Editor.
The Profile Editor window appears.
129
Figure 4-13
Profile Editor Window
NOTE:
•
A privilege not assigned to a profile, but assigned at site or group level, will be
automatically inherited by all users at a lower level.
•
Privileges which appear grayed out and unmarked indicate that you do not have
access to them and can therefore not create a profile containing them.
EXAMPLE:
If at site level, you grant Login privileges for Evaluator, but you do not include it in the Agent
profile, all users will have Login privileges for Evaluator even if they received the Agent profile.
The following procedures describe how to create, edit, and remove profiles.
To create a new user profile:
1. In the Profile Editor window, click New. (See Figure 4-13 on page 130.)
The New Profile window appears.
130
Figure 4-14
New Profile Window
2. In the Name field, type the new profile name.
3. To create a new profile that is not based on an existing profile, select Create new profile.
-or-
To base the new profile on an existing profile, select Based on profile and then select an
existing profile from the drop-down list. You can make changes to the new profile in the next
steps.
4. Click OK.
The Profile Editor window reappears (see Figure 4-13 on page 130) with the new profile name
appearing in the Profile field and in the title of the Resources list.
5. Select the resources, one at a time, from the Resources list. Mark/unmark the check-boxes
that appear on the right to enable/disable access rights for the new profile.
NOTE: If you selected Based on profile, the resources enabled for the profile you
selected are marked. You can make changes to the new profile as necessary.
6. To save the new profile and continue working in the Profile Editor window, click Apply.
-or-
To save the new profile and close the Profile Editor window, click OK.
To edit a user profile:
1. In the Profile Editor window, select a Profile from the Profile list. (See Figure 4-13
on page 130).
2. Select the resources, one at a time, from the Resources list. Mark/unmark the check-boxes
that appear on the right to enable/disable access rights for the selected profile.
3. To save your changes and continue working in the Profile Editor window, click Apply.
-or-
To save your changes and close the Profile Editor window, click OK.
131
To remove a user profile:
1. In the Profile Editor window, select a Profile from the Profile list. (See Figure 4-13
on page 130).
2. Click Remove.
Following confirmation, the selected profile is deleted.
3. To close the Profile Editor window, click OK.
132
Filtering the Users Lists
The Users lists in the NICE Administrator display all of the Users currently defined to the Site.
The Filter feature searches the complete list of Users for criteria that you specify in the Filter Users
window and displays a filtered list showing only those Users who meet all of the search criteria.
The following three Users lists can be filtered:
•
The list of Users in the Users folder on the tree in the NICE Administrator window Resource
List.
•
The list of Users in the Groups definition Members tab.
•
The list of Users in the Add Resource window Group definition Privileges tab.
Each follows the same procedure described in this section.
NOTE:
•
Filtering a Users list in one window does not automatically cause the filter to be
applied to the Users list in a different window. However, the Filter Users window
saves the criteria entered so that you can apply the same filter to the next list.
•
The Filter feature always searches the original Users list.
To filter the Users list:
1. If the Users list to be filtered is in the Resource List, click Users-Groups, then Users.
2. Click the Filter button located below the Users list to be filtered.
The Filter Users window appears.
NOTE: The Filter Users window has two views. The last view used appears with the
latest criteria entered.
Figure 4-15
•
NICE Administrator Window - Filter Users Window basic view
You can search using any of the information in the User definition. To expand the Filter
Users window to display additional fields, click More fields.
The full view of the Filter Users window appears.
133
Figure 4-16
NICE Administrator Window - Filter User Window, full view
•
To return to the Basic view, click Basic Fields.
•
To reset the window, click Clear. All the fields will be cleared and reset.
3. Enter the criteria to be searched for in the appropriate fields using the following guidelines:
•
Entering a value in a character field selects all of the Users that begin with the entered
value. (For example, entering “al” in the First name field selects both “Alan” and
“Alfred”.)
•
Numeric fields will only find a complete match.
•
There are no wildcards or placeholders. (For example, you cannot filter for all Agent ID’s
with the second digit “2”.)
•
If entries are made in more than one field, then Users must meet all of the criteria in order
to be selected.
•
Character fields are not case sensitive. (For example, entering “a” in the First name field,
selects “Alfred”.)
4. Click Apply.
The Filter Users window closes and the Users list is filtered. The following changes occur:
•
If the filter was applied from the Resource List:
•
The list of Users appearing under the Users folder, changes to show only those Users
who meet all of the search criteria in the Filter Users window.
•
The label for the Users folder changes to “Users (filtered)”.
134
•
•
The criteria for the applied filter appears in the title bar of the Resource Definition
area. (If it appears truncated, point to it with the mouse to see it in a tool tip.)
If the filter was applied from the Members tab of the Group definition:
•
The filter is applied to the Users list on the left and only those Users who meet all of
the search criteria in the Filter Users window appear.
•
The list of Group Members on the right contains all Users who belong to the selected
Group and is not filtered.
•
The criteria for the applied filter appears in the status bar of the Members tab. (If it
appears truncated, point to it with the mouse to see it in a tool tip.)
NOTE: When a User is removed from the Group Member list, the User will only
reappear in the Users list if he meets all of the search criteria for the applied filter.
•
If the filter was applied from the Add Resources window, in the Privileges tab of the
Group definition:
•
The Users list will contain only those Users who meet all of the search criteria in the
Filter User window.
•
The criteria for the applied filter appears in the status bar of the Add Resources
window. (If it appears truncated, point to it with the mouse to see it in a tool tip.)
NOTE: If there are no Users matching the search criteria, a message box appears,
click OK. The previous filter remains in effect.
Restoring the Users Lists
To remove a filter and restore the Users list in the Resource List:
1. Select Users (filtered) in the Users-Groups folder of the Resource List,
-or-
Select any User in the Users (filtered) folder in the Users-Groups folder of the Resource
List.
2. Click the Show all button located below the Resource list. (See Figure 4-11 on page 125.)
The complete list of Users is restored.
To remove a filter and restore the Users list in the Members tab or in the Add Resource
window:
•
Click the Show all button located below the filtered Users list. (See Figure 4-11 on page 125.)
The complete list of Users is restored.
135
Filtering the User Groups List
The User Groups list in the NICE Administrator application displays all of the Groups of Users
currently defined to the Site. The Filter feature searches the complete list of Groups in the
Resource list for criteria that you specify in the Filter Groups window and displays a filtered list
showing only those Groups that meet the search criteria.
NOTE: The Filter feature always searches the original Groups list.
To filter the User Groups list:
1. In the Resource List, click Users-Groups, then Groups.
2. Click Filter. (See Figure 4-11 on page 125.)
The Filter Groups window appears.
Figure 4-17
NICE Administrator window - Filter Groups window
3. Enter a value in the Group name field using the following guidelines:
•
Entering a value selects all of the Groups that begin with the entered value. For example,
entering “fi” selects both “first floor” and “fifth floor”.
•
There are no wildcards or placeholders. For example, you cannot search using the second
half of the group name.
•
The Group name field is not case sensitive. For example, entering “a”, selects “All
employees”.
4. Click Apply.
The Filter Groups window closes and the Groups list is filtered. The following changes occur:
•
The list of Groups appearing under the Groups folder, changes to show only those Groups
that begin with the entered value.
•
The label for the Groups folder changes to “Groups (filtered)”.
•
The criteria for the applied filter appears in the title bar of the Resource Definition area.
NOTE: If there are no Groups matching the search criteria, a message box appears,
click OK. The previous filter remains in effect.
136
Restoring the User Groups List
To remove a filter and restore the User Groups list:
1. Select Groups (filtered) in the Users-Groups folder of the Resource List,
-or-
Select any Group in the Groups (filtered) folder in the Users-Groups folder of the Resource
List.
2. Click the Show all button located below the Resource list. (See Figure 4-11 on page 125.)
The complete list of Groups is restored.
137
This section describes how to set up user information files to import to NiceUniverse. You can
either create a text file, or import an existing database to NiceUniverse. All files must be saved as
a text file with a DAT extension.
It is not required to use the Uploader application to enter user, member and leader information.
This information can be manually entered into the system through the System Administration user
interface. The Uploader application is a helpful tool that allows system administrators to upload
data already available on most sites.
If you want to import agents’ working hours into the NiceUniverse System, you must use the
Uploader application. Imported work schedule information (Work Force Management - WFM) is
displayed in the Agent Schedule window in the Scheduler application. When setting up recording
programs, you can check that this information corresponds to the recording program.
This section provides the following topics:
•
Setting Up User Information Files for Importing
•
Saving User Information Files in DAT Format
•
User Information Fields
To set up user information to import to NiceUniverse:
•
For a new text file
If you are creating a new text file, enter the fields for the DAT file (user, leader, member or
WFM) in any word processing application. A list of fields required for each DAT file appears
on the following page.
When entering fields, note the following:
•
Fields should be separated by the vertical bar character |.
For example: field1|field2|field3.
•
All fields must appear in the upload file. Fields for which there is no data must also show
the vertical bar character.
For example: field1||field3.
•
For an existing database file
If you are importing information from an existing database, note the following:
•
The fields in the source file, and their order, are the same as those listed in the user
information file (user, member, leader or WFM), displayed below.
•
If there is no information for a field, leave a blank column for that field.
To save the user information file
1. Save the new or existing user information file as text file, with a DAT extension.
138
2. If you are importing an existing file, open the text file in any Word Processor application, and
insert the vertical bar character between fields.
EXAMPLE:
If the user information file is in Excel, save it as a text file. Then in any Word Processor (for
example, MS Word), insert the vertical bar character (|). You may want to do this by replacing all
tabs with the vertical bar character (|).
User Information Fields
User fields (users.dat)
1. First Name - required
2. Last Name - required
3. Middle Name
4. User Login Name - required, must be unique
5. Password - defaults to login name
6. Extension / Position Number - required if Agent ID is blank
7. Status - defaults to "A" for Active
8. Hire Date - mm/dd/yy
9. Graduation Date - mm/dd/yy
10. Graduation Score - numeric
11. Job Function - text
12. Job Skill - text
13. Job Class - text
14. Department - text
15. Location - text
16. Planned Evaluations - numeric
17. Planned Calibrations - numeric
18. Agent ID - telephone login ID, required if Extension is blank, must be numeric, non-zero
19. Unit - Required. This number must match the switch ID which is transferred on the CTI link to
the NiceCLS Server. Consult your NICE Systems installer to verify this number.
EXAMPLE:
John|Smith||smithj|xyz|54320|A|1/10/97|2/28/97|98.5|Collections Rep|Specialized|Full
Time|Collections|San Francisco|5|3|1000|1.
139
Leaders fields (leaders.dat)
1. User Login Name - required
2. Group Name - required
3. Privileges - A list of all privileges (either text or Privilege ID) to assign to this group,
delimited by the "^" character. (see the example below)
NOTE: If there is no group name that exactly matches the group name on the
uploaded record, a new group will be created; and this user will be inserted as a
leader of the new group.
EXAMPLE:
smith|John Smith's Team|1^5^6^7.
Members fields (members.dat)
2. Group Name - required
3. Privileges (see the following page) - A list of all privileges (either text or privilege ID) to
assign to this group, delimited by the "^" character.
NOTE: If there is no group name that exactly matches the group name on the
uploaded record, a new group will be created; and this user will be inserted as a
member of the new group. If the login name is not found in the database, the entire
record will be ignored.
EXAMPLE:
jonesm|John Smith's Team|Calibrate Self^Evaluate Self.
Workforce Schedules fields (WFM.dat)
2. Date and Start Time - required (also enter the date)
3. Date and Stop Time - required
NOTE: If there is no user name that exactly matches the login name on the uploaded
record, the schedule will be ignored. If the user currently has a schedule that overlaps
with the schedule being uploaded, that schedule will be deleted.
EXAMPLE:
jonesm|1-9-98 08:00|1-9-98 17:00.
140
Available Privileges
Privilege IDs and text are as follows:
1
Allow user to login to System Administration
2
Evaluate self
3
Calibrate self
4
Report on self
5
Evaluate group members
6
Calibrate group members
7
Report on Group members
10
Evaluate any agent
32
Allow user to login to Reporter
33
Allow user to login to List Editor
34
Allow user to login to Form Designer
35
Allow user to login to Evaluator
36
Calibrate any agent
37
Delete any evaluation
38
Allow user to login to Client Management
39
Allow user to lock/unlock calls
50
Allow user to destroy installed forms
1001
Allow user to login to Scheduler
1002
Schedule self
1003
Schedule group members
1004
Schedule any agent
1005
Edit any schedule
3001
Allow user to login to Monitor
3002
Play
3005
Record
141
5
Setting Up Selective Recording
The NICE Recording Planner is an optional feature that enables you to set up selective recording
programs at a site. For each recording program, you define its schedule, targets (agents or
extensions affected) and filters.
The NICE Recording Planner can be used to:
•
Set up customized recording programs.
•
Maintain resources that will be specified as call recording criteria (such as, in order to identify
which calls to record) in a recording program.
•
Select calls not to be recorded (negative recording programs).
NOTE: A call can be selected by more than one recording program. If one of these
recording programs is a negative recording program, the call will not be recorded.
Contents
What is a Recording Program? ...................................................................................144
Starting the NICE Recording Planner Application.....................................................145
Setting Up a New Recording Program........................................................................147
Recording Programs that Prevent Recording............................................................155
Area Code Filtering ..................................................................................................156
Modifying a Recording Program .................................................................................157
Enabling/Disabling a Recording Program..................................................................158
Deleting a Recording Program ....................................................................................159
Chapter 5: Setting Up Selective Recording
143
What is a Recording Program?
What is a Recording Program?
A Recording Program selects calls to be recorded according to criteria you define. Many
recording programs can run simultaneously.
Recording programs can also be designed to select calls that you do not want recorded, such as one
extension from within an entire department. A recording program that prohibits recording is called
a Negative Recording Program.
In each recording program you define the following:
•
A name for the recording program.
•
Recording Program Definition. This definition consists of four tabs with criteria as follows:
General
Whether calls that meet the criteria defined on the other tabs are recorded
or not recorded (a negative recording program). For recorded calls you can
record all the calls or define a percentage of calls to be recorded.
Scope
The beginning and ending dates for the recording program to run, and the
days of the week and times each day.
Target
Calls handled by all or specific agents (or extensions).
Filter
Which calls to select according to call direction, number dialed, DNIS, or
caller ID (if available).
144
Starting the NICE Recording Planner Application
To start the NICE Recording Planner application:
Recording Planner.
The Login window appears.
Figure 5-1
Login Window
2. In the Login window, enter your NiceLog login name and password, and then click OK.
The NICE Recording Planner window appears.
Figure 5-2
NICE Recording Planner Window
The NICE Recording Planner window displays a list of the defined recording programs.
145
Each row identifies the following status information for a specific program:
Column
Description
Program Name
The name of the recording program.
Start
Ongoing - the program’s start date is defined as immediate.
Otherwise, a specific start date appears.
End
In Progress
Indefinite - the program’s stop date is defined as never.
Otherwise, a specific stop date appears.
The program is enabled and is currently running according
to its schedule (scope).
The program is disabled.
-or-
The program is enabled and is not currently scheduled to run.
Enabled
The program is enabled.
Recording Prog.
The program records the calls it selects.
The program does not record the calls it selects (Negative
Recording Program).
146
Setting Up a New Recording Program
You use the NICE Recording Planner to set up new Recording Programs.
To set up a new recording program:
1. In the NICE Recording Planner window, click New.
The Recording Program Definition window appears.
Figure 5-3
Recording Program Definition Window - General Tab
2. In the Program Name field, type the name of the new recording program.
NOTE: The Recording Program name might be logged as a call data field in your
site’s Call Database. Using the NICE Query application, authorized users can search
for calls that were selectively recorded by a specific recording program.
3. Mark the Enable Program checkbox when you are ready for the recording program to run.
Clear this checkbox to disable the recording program.
IMPORTANT
A recording program must be both enabled and within its scope (schedule) to run.
147
4. The Recording Program Definition window displays four criteria tabs as follows.
Tab
Use it to define...
General
Whether calls that meet the criteria defined on the other tabs are recorded or
not recorded. The General tab does not determine when and which calls are
selected. For recorded calls you can define a percentage of calls to be
recorded.
Scope
The days of the week and times for recording to occur, and the beginning and
ending dates for the recording program.
Target
The agents or extensions to be recorded.
Filter
Which calls to record according to call direction, number dialed, DNIS, or
caller ID (if available).
5. Define the General information: Click the General tab.
Figure 5-4
Recording Program Definition Window - General Tab
148
a. In the Recording Criteria area, select as follows:
Record matching calls
Record all calls that match the criteria defined on the
other tabs.
-orDo not record matching calls Do not record all calls that match the criteria defined
(Negative Recording Program)
on the other tabs.
b. In the Recording Sample area, select as follows (for Negative Recording Programs, this
area is disabled):
Record all calls within
schedule
Record all selected calls.
-orRecord % of calls within
schedule
Record a percentage of the selected calls. Type the
desired percentage.
6. Define a time period or weekly schedule for this recording program to run. Click the Scope
tab.
IMPORTANT
Recording programs will record only during the time defined on the scope tab. Negative
recording programs will not record only during this time.
149
Figure 5-5
Recording Program Definition Window - Scope Tab
a. For the recording program to run continuously and indefinitely, select Immediate, Never,
and All week in the appropriate areas. Continue with Step 7.
b. To specify starting and/or ending dates for the recording program, in the Program Start
and/or Program Stop areas, select On and then choose the desired date.
c. To select a weekly date and time range, in the Schedule area, select as follows:
All week - A continuous weekly schedule (24/7)
-or-
Select Schedule and click the browse button.
The Weekly Schedule window appears.
150
Figure 5-6
Weekly Schedule Window
•
Select the blocks corresponding to the
hours that you want to schedule for
recording. Then click Set.
TIP: To select an entire row or column, click its
heading.
151
7. Define the source and/or target of the selected calls. Click the Target tab.
Figure 5-7
Recording Program Definition Window - Target Tab
All Agents and Extensions
Specific Agents (or Extensions)
a. Select a target type from the Record drop-down selection list as follows:
All
Records calls handled by all agents or extensions.
Specific
Agents
Records calls handled by specific agents or groups of agents.
Specific
Extensions
Records calls handled by specific extensions or groups of extensions.
•
•
Move agents from the Resources list to the Recorded list.
Move extensions from the Resources list to the Recorded list.
8. Define the direction of the calls or limit the selection to specific telephone numbers. Click the
Filter tab.
152
Figure 5-8
•
Recording Program Definition Window - Filter Tab
In the Record field, select a filter from the drop-down list and complete as follows:
If you selected...
All Calls
-orOnly Incoming Calls
-or-
Do the following...
•
Click Apply.
The Recording Program Definition is complete.
Calls will start being recorded as soon as the
Recording Program is enabled.
Only Outgoing Calls
-orOnly Internal Calls
Specific DNIS Numbers
(A DNIS number is the
destination telephone number
dialed by an incoming caller.
The DNIS number is typically
the last digits of a 1-800
telephone number.)
a. Move the DNIS numbers from the Resources list
to the Record list.
b. To add more DNIS numbers to the Resources list,
click Add. In the window that appears, type the
new number and click OK.
153
If you selected...
Specific Dialed Numbers
(Outgoing calls dialed to a
specific number)
Do the following...
•
For each number, Click Add. In the window that
appears, type the Dialed number or Caller ID
number and click OK.
-orSpecific Caller IDs
(incoming calls received from
a specific number - only if the
site’s telephone switch
reports ANI or Caller ID)
TIP:
•
When typing new numbers, you can type an asterisk “*” as a wildcard (e.g., type
123* for all numbers that begin with 123).
•
Add a separate entry for variations of the same number by your switch. (e.g. for
area code 800, enter 800* and 1800*).
•
The asterisk “*” is the only recognized wildcard.
9. Click Apply.
The program is set up with the criteria that you specified and becomes effective immediately.
154
Recording Programs that Prevent Recording
You can define a recording program that will not record selected calls. This is Negative
Recording Program. Negative recording programs take precedence over recording programs that
record calls.
EXAMPLE:
You have a recording program that selects and records all calls made from all telephone
extensions on the second floor. Every Tuesday, one office is used by the employee’s insurance
representative. The calls from this extension on this day do not need to be recorded.
Set up a Negative Recording program with the following parameters:
General: Mark Do not record matching calls
Scope: Start = Immediate, Stop = Never, Schedule = select Tuesday
Target: Not Record = Specific Extensions. Choose the extension from the Resources list
Filter: Not Record = All Calls (this accounts for incoming and outgoing calls)
IMPORTANT
A call can be selected by more than one recording program. If one of these recording programs
is a negative recording program, the call will not be recorded.
To create a negative recording program:
•
Follow the instructions for Setting Up a New Recording Program on page 147 with the
following modification:
•
On the General tab, mark Do not record matching calls.
NOTE: On the Target and Filter tabs, the Recorded area will be labeled Not
Recorded.
155
Area Code Filtering
In some locations, local laws prohibit recording specific area codes. Calls from these area codes
might be selected by another recording program to be recorded. You can prevent these calls from
being recorded by creating a Negative recording program for these area codes. Follow these
guidelines:
•
Create separate negative recording programs for outgoing and for incoming calls. (The source
of incoming calls cannot be identified by all switches.)
•
Each negative recording program can include more than one area code.
Thus, you would require two negative recording programs to accommodate many area codes.
EXAMPLE:
You create a recording program to record all call made to and from your Customer Service
department. According to local laws, calls within area code 999 cannot be recorded.
Create two negative recording programs. One to exclude all outgoing calls to area code 999. The
second to exclude all incoming calls from area code 999 (only if your site’s telephone switch
reports ANI or Caller ID).
All of the Customer Service’s calls will continue to be recorded except for those originating in, or
to, area code 999.
To create a negative recording program for specific area codes:
1. Follow the instructions for Setting Up a New Recording Program on page 147 as follows:
Tab
Set as follows...
General
Mark Do not record matching calls
Scope
a. Start = Immediate
b. Stop = Never
c. Schedule = All week
Target
Select All Agents
Filter
a. Select Specific Dialed Numbers (This is for outgoing calls)
b. Add each area code
TIP:
•
Add a separate entry for variations by your switch of the same number. (e.g. for
area code 800, enter 800* and 1800*)
•
The asterisk “*” is the only recognized wildcard.
2. If your switch has Caller ID, repeat Step 1, selecting Specific Caller ID for incoming calls.
156
Modifying a Recording Program
Modifying a Recording Program
Any aspect of a recording program can be modified at any time.
To modify a recording program:
1. In the NICE Recording Planner window, double-click a recording program.
Its Recording Program Definition window appears.
Figure 5-9
Recording Program Definition Window
2. You can edit any information in the Recording Program Definition following the guidelines in
Setting Up a New Recording Program on page 147.
3. When you are finished, click Apply.
All changes are effective immediately.
157
Enabling/Disabling a Recording Program
Enabling/Disabling a Recording Program
A recording program must be enabled to run. Recording programs that are disabled will not run.
NOTE: If your recording program is enabled and does not run (record), verify that it is
scheduled to run.
To enable or disable a recording program:
1. In the NICE Recording Planner window, double-click a recording program.
Its Recording Program Definition window appears.
Figure 5-10
Recording Program Definition Window
Enable/Disable
Recording Program
2. Mark to enable, or clear to disable the Enable Program checkbox.
3. Click Apply.
All changes are effective immediately.
158
Deleting a Recording Program
The following columns of the NICE Recording Planner window are updated to reflect the new
status as follows:
Column
Description
Enabled
The program is enabled.
In Progress
The program is enabled and is currently running according
to its schedule (scope).
-or-
The program is enabled and is not currently scheduled to run.
Deleting a Recording Program
When you delete a recording program, it is no longer active and will no longer be used to control
and schedule audio recording.
To delete a recording program:
•
In the NICE Recording Planner window, select the recording program that you want to delete.
Then click Remove.
The recording program no longer appears in the list in the NICE Recording Planner window.
159
6
Managing the Media Library Server
NOTE: The Media Library is an optional feature, and is not available at all sites.
The Media Library Server transparently and automatically maintains a central log of the contents
of each DAT/AIT/MO media used to archive recorded audio in the NiceLog System. Each cassette
logged by the Media Library Server is assigned a sequential code number.
In NICE Administrator you can define the Media Library Server with which your system will
work.
For more information about archiving and retrieving audio, see Backup and Retrieval Operations
on page 69. For more information about playback of archived audio, see the NiceLog User’s
Manual.
Contents
Adding a New Media Library Server ...........................................................................162
Modifying Media Library Server Definitions...............................................................167
Deleting a Media Library Server ..................................................................................167
Working with the Media Library ..................................................................................168
Printing Media Cassette Labels ...............................................................................168
Manually Labeling Media Cassettes ........................................................................170
Identifying Cassettes................................................................................................171
Chapter 6: Managing the Media Library Server
161
Adding a New Media Library Server
NICE Administrator is installed with the Media Library Server undefined. The Media Library
Server installed at your site must be defined before it can begin operation.
To define the Media Library Server in the system:
1. In the toolbar of the NICE Administrator window, click New, and choose Media Library.
New Media Library appears in the Resource List under Site, Servers, Others.
The media library definition section appears in the Resource Definition area.
Figure 6-1
NICE Administrator Window - New Media Library Server Definition
2. Fill in the general media library information as follows:
Name
The name of the Media Library Server you want to define.
Network type
Accept the default TCP/IP.
Network address
The network address of the Media Library Server.
NOTE: After you enter the network address and move to a different field, NICE
Administrator attempts to connect to the Media Library Server. After a connection is
made, information relevant to the server you specified appears in the Resource
Definition area Printers and Loggers tabs.
162
Printing mode
In the drop-down list, select one of the following:
Manual
- You control the printing of media labels by
selecting labels in the print queue. As the labels are
printed they are automatically removed from the
queue.
Automatic
- The labels are automatically printed and removed
from the print queue. You can view the queue, but
cannot control the printing.
Acknowledge
- The labels are automatically printed, but are not
removed from the queue until you acknowledge that
they have been correctly printed.
For more information about printing labels, see Printing Media Cassette Labels on page 168.
NOTE:
•
The default printing mode for NICE Administrator is Automatic. In some sites,
only this option is available.
•
To change the Printing mode, all the labels currently in the queue must first be
printed, and the queue in the Media Library Printers window must be empty.
3. Click the Printers tab.
Figure 6-2
NICE Administrator Window - New Media Library Server Printers Tab
4. Media label printers available in your system are listed in the Resource Definition area.
163
Click Set Default Printer if you want the selected printer to be the default printer for
unassigned Loggers. Loggers that have already been assigned printers appear in the Loggers
tab.
5. To add a new label printer, click New.
The Printer Setup window appears.
Figure 6-3
Printer Setup Window - New Printer Definition
Define the new printer as follows:
Printer
The name of the printer you want to define.
Port
In the drop-down list, select the COM port to which the printer is connected.
Type
In the drop-down list, select the printer’s commercial name.
Location
Select Local if the printer is connected directly to your Media Library Server.
Select Address if the printer is connected to another computer on the
network, and type the network address of the computer to which the printer is
connected.
NOTE: If you select Address, the computer to which the printer is connected must be
running the Remote Printer Server utility.
When you are finished defining the media label printer, click OK.
The printer you defined is added to the list in the Resource Definition area.
6. To change a printer’s definition, in the Resource Definition area, select the printer for which
you want to change the definition, and click Modify.
The Printer Setup window appears with the definition of the printer you selected.
164
Figure 6-4
Printer Setup Window -Printer Definition Modification
Change the definition as needed, according to the explanations in Step 5.
NOTE: When you modify a printer’s definition, the Type field is disabled.
When you are finished changing the printer’s definition, click OK.
The printer definition is changed.
7. To delete a printer definition, select the definition you want to delete in the Resource
Definition area, and click Delete.
The printer definition is deleted and removed from the printer list.
8. Click the Loggers tab.
Figure 6-5
NICE Administrator Window - New Media Library Server Loggers Tab
165
IMPORTANT
•
The Loggers tab contains a list of Loggers operating in the system, and the Media Library
Server configured to work with each Logger. This list is extracted from the NICELOG.INI file
located on the workstation running the Media Library Server.
•
Any change you make to the Logger/Printer list in the NICE Administrator must also be
made in the NICELOG.INI file, and vice-versa.
9. To select a different printer for a Logger, select the line containing the printer you want to
change, and click Modify.
The Logger’s Printer window appears.
Figure 6-6
Logger’s Printer Window
10. In the Printer field, click the drop-down list and select the printer you want the Logger to be
associated with.
11. Click OK.
The printer you specified is now set to work with the Logger, and the line you selected in the
Resource Definition area is updated.
12. When you are finished defining the Media Library Server, click Save in the toolbar.
The Media Library Server you defined is saved, and added to the Resource List under Site,
Servers, Others.
166
Modifying Media Library Server Definitions
Modifying Media Library Server Definitions
After a Media Library Server is defined, you can change its definition whenever necessary.
To modify the definition of a Media Library Server:
folders.
2. Double-click the Media Library Server for which you want to modify the definition.
The definition of the Media Library Server you selected appears in the Resource Definition
area.
3. Modify the definition as needed. For more information about Media Library parameters, see
Adding a New Media Library Server on page 162.
Deleting a Media Library Server
You can delete a Media Library Server definition at any time. After you delete a Media Library
Server definition, no user can access that Server.
To delete a Media Library Server definition:
folders.
2. Select the Media Library Server for which you want to delete the definition, and click Delete
in the toolbar.
The Media Library Server definition is deleted.
167
Working with the Media Library
NOTE: The Media Library is an optional feature, and is not available in all systems.
The Media Library transparently and automatically maintains a central log of the contents of each
DAT/AIT/MO cartridge used to archive recorded audio in the NiceLog System. Each media
cartridge logged by the Media Library is assigned a sequential code number.
The Media Library numbers media cartridges up to 1,000 and then reuses numbers of media
cartridges whose expiration dates have elapsed. If, however, the Library reaches 1,000 and does
not find an available number, media cartridges can be numbered above 1,000.
If a Media Label Printer is installed at the site, a label record is prepared for each media cartridge
as it is ejected from the Logger. The label record is printed according to the selected printing mode.
If a Media Label Printer is not installed at the site, the media cartridges need to be labeled
manually for proper library organization.
Printing Media Cassette Labels
Label records in the print queue are displayed in the Media Library Printers window. The labels
are printed from the queue according to the selected printing mode:
Manual
You select the labels to be printed.
Automatic
The labels are automatically printed and removed from the queue.
Acknowledge
The labels are automatically printed, and are removed from the queue only
when you acknowledge that they have been correctly printed.
For information about choosing the printing mode, see Adding a New Media Library Server
on page 162.
To print media cassette labels:
1. In the NICE Administrator window click Backup.
168
Figure 6-7
NICE Backup Window
2. Choose a Logger in the Logger List.
3. Click the Media Library Printers button.
The Media Library Printers window appears.
Figure 6-8
Media Library Printers Window
If the printing mode is Automatic, you can view the labels in queue, but you cannot control
the printing process.
4. If the printing mode is Manual, go to Step 5.
-or-
169
If the printing mode is Acknowledge, a label is automatically printed for each cassette as it is
ejected from the Logger. Check the printed label. If it has been correctly printed, select the
label in the Labels in Queue list and click Acknowledge.
The label is removed from the Labels in Queue list. Go to Step 6.
5. Select a label record in the Labels in Queue list. To print from a different printer, select a
printer in the Printer drop-down list, and click Print.
The label is printed and the label record is automatically removed from the Labels in Queue
list.
6. Click Refresh. The Labels in Queue list appears, displaying the remaining label records.
NOTE: To automatically update the list, mark the Refresh list automatically
checkbox.
Manually Labeling Media Cassettes
It is recommended that each media cassette ejected from a Logger be labeled clearly by personnel
responsible for replacing the cassettes.
Labels are included in cassette packages. Each label should contain the following information:
Creation date
The date when the cassette was first used for archiving.
Logger number
The number of the Logger whose contents are archived on the cassette.
Deck number
The number of the archiving deck (1 or 2) in which the cassette was loaded
for Loggers containing multiple decks.
Slot number
Slot number of a 6DAT Autoloader magazine in which the cassette was
loaded for Loggers containing a 6DAT Autoloader.
Cassette number Unique number for indexing purposes.
EXAMPLE:
A cassette label can appear as follows:
12/10/99 865/1 26
The first number on the left is the date on which the DAT cassette was created. The middle
number represents the Logger number/deck number. The last number is the cassette number.
If the cassette was removed from a 6DAT magazine you should mark the slot number instead of
the deck number (such as, 865/S.2).
When a cassette expiration date elapses, the cassette can be reused (overwritten with new audio). If
you reuse a cassette, be certain to remove the old label before inserting the cassette into a Logger
deck.
NOTE: Do not place two labels on one cassette. Doing so may cause the cassette to
be jammed in the deck.
170
Identifying Cassettes
The Media Library option is installed with a dedicated label printer. When a cassette is ejected
from a Logger in the system for the first time, the Label Printer automatically prints a label for the
cassette.
If the Logger contains a single media deck or two media decks, the following information is
printed on the label:
The label contains the following information:
Creation date
The date the cassette was first used for archiving.
Logger number
The number of the Logger that ejected the cassette.
Slot number
The slot number of a 6DAT magazine in which the cassette was loaded, for
Loggers containing a 6DAT Autoloader.
Deck number
Number of the deck (1 or 2) in which the cassette was loaded, for Loggers
containing two decks.
Cassette number
Sequential code number assigned automatically to the cassette by the
Media Library.
Flags
M - Audio was archived on the cassette by a Manual Archiving operation.
X - The cassette was ejected due to a failure (such as, following a power
failure, or manual eject).
If the Media Library option is installed, you can use NICE Backup to identify a cassette loaded in
one of the decks in the connected Logger. You can also print a duplicate label for the cassette. This
is useful if a label was accidentally removed from a cassette, or if you want to place a label on the
cassette’s protective cover for easier identification.
To identify a cassette that is loaded in a deck in the connected Logger:
1. In the NICE Administrator window, click Backup in the toolbar.
171
Figure 6-9
NICE Backup Window
2. Click the device that contains the cassette that you want to identify.
3. In the NICE Backup window, click the Show Device Info button in the toolbar.
-or-
In the NICE Backup window, in the Device menu, select Media Labels.
The Device # window appears.
Figure 6-10
Device Number Window
4. In the NICE Backup window, click the Show Media Labels button in the toolbar.
The Identify Media window appears.
172
Figure 6-11
Identify Media Window
5. Click Print the label if you want to print a duplicate of the media’s original label.
173
7
Maintenance
This chapter describes the maintenance procedures to ensure proper NICE equipment operation.
This chapter also describes NiceLog Logger and NiceCLS Server LED indicators, as well as other
important information concerning Logger/Server maintenance.
Contents
Preventive Maintenance Timetable .............................................................................176
General Routine Visual Inspection .............................................................................176
Logger/Server LED Indicators .....................................................................................178
SONY AIT Drive Maintenance ......................................................................................179
AIT Drive Front Panel...............................................................................................179
SONY Magneto Optical (MO) Drive Maintenance.......................................................179
MO Drive Front Panel ..............................................................................................179
DAT Drive and Cassette Maintenance ........................................................................180
DAT Drive LED Indicators ........................................................................................180
DAT Drive Scheduled Maintenance .........................................................................181
DAT Cassette Scheduled Maintenance ...................................................................181
Air Filter Scheduled Maintenance ...............................................................................182
Media Label Printer Maintenance................................................................................183
Chapter 7: Maintenance
175
Preventive Maintenance Timetable
Preventive Maintenance Timetable
The following table lists the time periods for NiceLog System equipment preventive maintenance.
The procedures listed in the table must be performed at the times specified.
Operation
Frequency
Action
General routine visual inspection
Once a month
Check for dirt, trailing cables, etc.
DAT drive head cleaning
Every 25 hours of
archiving
Make sure that there is always a
cleaning DAT cassette available.
It can be used 25 times.
DAT/AIT cassette maintenance
Every six months
Keep track of when each cassette
is created. Perform maintenance
on each cassette as required.
Clean filters
Once a month
If NICE Supervision is not
running, run a Logger self-test.
For more information, refer to
NICE Supervision User’s Manual.
Once a day
NICE recommends using NICE
Supervision.
General Routine Visual Inspection
Before performing any scheduled maintenance, conduct a general routine visual inspection of the
Logger and workstation area.
To perform a general routine inspection:
1. Make sure that nothing is blocking the cooling air input vents located at the front of the
chassis.
2. At the rear of the Logger, remove debris and dirt that may interrupt the normal operation of the
Logger or workstation by falling onto cables or blocking ventilation, etc.
3. At the rear of the Logger, check that the cooling air output vents are not blocked, and that all
the connectors are secure in their sockets. Also, check all cables for proper strain relief.
4. Verify that the environment conditions are as follows:
•
Temperature is between 40o F to 110o F (5oC to 40o C).
•
Non-condensing relative humidity is between 2% and 80%.
•
The Logger is not in direct sunlight.
•
The Logger is not positioned under heating system outputs.
•
Smoking is not permitted in the vicinity of the Logger.
176
General Routine Visual Inspection
Figure 7-1
Logger/Server Front View - Closed
Figure 7-2
Logger/Server Front View - Open
Figure 7-3
Logger/Server Rear View
177
Logger/Server LED Indicators
Logger/Server LED Indicators
The LED indicators on the front panel of the NiceLog Logger and NiceCLS Server identify system
malfunctions.
The front panel LEDs show that the Logger/Server is connected and fully operational. The LEDs
also include alarm indicators that notify you of the following:
•
Recording failure
•
Problem with archive media
•
Logger/Server is not connected to power
Figure 7-4
Front Panel LED Indicators
The following table describes the front panel indicators and buttons.
LED Indicator
Functions
SYS READY
Lights up when the Logger/Server is on
POWER ON
Lights up when the Logger/Server is powered up
TAPE OUT
Lights up when archive media is ejected from the drive
HD
Flashes to indicate Hard Drive is active
Errors (E1, E2, E3, E4)
No functionality in the current version
178
SONY AIT Drive Maintenance
SONY AIT Drive Maintenance
The Advanced Intelligent Technology (AIT) drive requires no scheduled maintenance.
AIT Drive Front Panel
The front panel of the SONY AIT Drive includes Busy, Tape, and Status LEDs. The following
table describes the LED indications:
LED
BUSY
TAPE
STATUS
OFF
Not Busy
Unloaded
-
ON
SCSI active
Loaded
Write protected
Slow flashing
Drive active
Loading/Unloading
Cleaning tape
Fast flashing
Humidity high
Error rate warning
Cleaning request
Flashing code 1
Waiting for eject
Waiting for reset
Drive mechanism failure
Flashing code 2
Drive circuitry failure
SONY Magneto Optical (MO) Drive Maintenance
The Magneto Optical (MO) drive requires no scheduled maintenance.
MO Drive Front Panel
The SONY SMO-F551 drive front panel includes the following items:
BUSY LED
Flashes on and off when the drive is reading and writing data.
Emergency Eject Hole/
Eject Button
The Emergency Eject Hole and Eject Button on the MO front panel
should not be used. The MO cartridge should be ejected only by
software eject. For more information about software eject, see
Archiving Audio on page 69.
179
DAT Drive and Cassette Maintenance
This section explains how to maintain the DAT Drive and DAT cassettes. The performance of
scheduled maintenance for the DAT drive and cassettes ensures proper continuous operation.
DAT Drive LED Indicators
HP DAT Drive
The front panel of the HP DAT Drive includes a Green LED, and an Amber LED. The following
table describes the LED indications:
LED
Reason for activation
Green (Activity)
Steady - Tape is loaded.
Slow Flashing - Tape is loading or
unloading.
Quick Flashing - Read/Write operations.
Amber (Cleaning/Attention)
Slow Flashing - Heads need cleaning, or
the cartridge is near the end of its useful
life.
Steady - Indicates a fault.
SONY DAT Drive
The front panel of the SONY SDT 7000 DAT Drive includes Busy, Tape, and Status LEDs. The
following table describes the LED indications:
LED
BUSY
TAPE
STATUS
OFF
Not Busy
Unloaded
-
ON
SCSI active
Loaded
Write protected
Slow flashing
Drive active
Loading/Unloading
Cleaning tape
Fast flashing
Humidity high
Error rate warning
Cleaning request
Flashing code 1
Waiting for eject
Waiting for reset
Drive mechanism failure
Flashing code 2
Drive circuitry failure
180
DAT Drive Scheduled Maintenance
The DAT drive read and write heads should be cleaned with a special cleaning cassette. Each
cleaning cassette can be used for 25 cleaning sessions. Generally, cleaning should be performed
after every 25 hours of use.
To perform DAT drive scheduled maintenance:
1. If a DAT cassette is loaded in the drive, eject the cassette using the NICE Backup window.
2. Open the right front chassis door to access and remove the cassette from the drive.
NOTE: Never manually eject a cassette from the drive unless absolutely necessary,
as this can cause data to be lost or damaged.
3. Make sure that an X does not appear on all the squares of the cleaning cassette label.
If an X appears on every square, the cassette is no longer effective.
4. Insert the cleaning cassette in the DAT drive in the direction indicated by the arrow on the
cassette.
The cassette automatically cleans the drive and is then ejected.
5. Mark an X on the cleaning cassette label to indicate it has been used.
6. Reinsert the cassette you ejected in Step 1.
DAT Cassette Scheduled Maintenance
Once every six months, each tape cassette that contains archived audio should be wound to the end
and back to the beginning to prevent damage and to increase the life of the tape. The entire process
should not take longer than two minutes per cassette. The ideal time to perform this operation is
during off hours so that it will not interfere with automatic archiving.
To wind a cassette to the end and back:
1. In the NICE Backup window, select a Logger from the list on the left side of the Backup
window.
2. In the Devices of Logger area, select the archiving device you want to wind.
3. Choose Retrieval from the Operation menu, or click the Retrieval icon.
Wait until the Selected Devices window displays the message “Status is Ready”.
4. Choose Eject from the Device menu, or click the Eject icon. The cassette is ejected.
NOTE: Never manually eject a cassette from the drive unless absolutely necessary,
as this can cause data to be lost or damaged.
5. Remove the cassette from the drive, place it in its protective case, and return it to its storage
location.
181
Air Filter Scheduled Maintenance
Air Filter Scheduled Maintenance
The air filters are located inside the Logger/Server front panels. They filter dust and dirt as air
enters the unit.
It is important to clean the air filters at least once a month or according to the environmental
conditions.
To perform air filter scheduled maintenance:
1. Open the front doors of the chassis.
2. Press the metal hinge with thumb and index finger and move it away from the door.
Figure 7-5
Releasing the Metal Hinge
3. Extract the front panel air filter from the door.
Figure 7-6
Removing the Air Filter
182
Media Label Printer Maintenance
4. Repeat Steps 2 and 3 and remove the air filter from the opposite door.
5. Wash each air filter with water, and dry completely.
6. Before replacing the filters in the chassis, wipe the front of the air filter grids with a damp
cloth.
7. Place the filters back in the chassis.
Media Label Printer Maintenance
In sites where a Media Label Printer is connected to the NICE Administrator workstation, the print
head of the printer must be cleaned as required.
For information about cleaning the print head, see the relevant Media Label Printer manufacturer
documentation.
183
A
User Privileges
This section contains tables with all of the available privileges which can be assigned for all the
applications at site, group and user levels. A brief explanation of each is given along with
suggestions of which personnel will need each privilege. You can assign privileges as needed to
customize your system.
NOTE: All privileges given at site level are inherited by all users in the system and all
privileges given at group level are inherited by all group members. Assign privileges
with caution.
To assign privileges at Site level, refer to Assigning Site Access Privileges on page 24.
To assign privileges at Group level, refer to Assigning Privileges to a Group on page 124.
To assign privileges at User level, refer to Assigning User Privileges on page 116.
Contents
Servers ..........................................................................................................................187
CLS ..........................................................................................................................187
Loggers ....................................................................................................................187
Channels .......................................................................................................................188
Applications ..................................................................................................................189
Evaluator Privileges .................................................................................................189
Forms Designer Privileges .......................................................................................189
List Editor Privileges.................................................................................................190
Reporter Privileges...................................................................................................190
Universal Uploader Manager Privileges...................................................................190
Scheduler Privileges ................................................................................................191
Recording Planner Privileges...................................................................................191
Query Privileges.......................................................................................................191
Monitor Privileges.....................................................................................................193
Appendix A: User Privileges
185
Administrator Privileges ...........................................................................................193
Supervision Privileges..............................................................................................195
Other Privileges........................................................................................................195
186
Servers
Servers
When you add a Server to a user, it is automatically placed in the appropriate group.
CLS
CLS privileges are assigned separately for each column. The following list describes the available
privileges.
CLS Privileges
Type of User
Allows the user to view this field
Query
Allows the user to search in the query application using
this field
Edit
Allows the user to edit this field (This privilege can only
be given to user defined columns, such as the comments
column and not to those columns that receive data from
the switch, such as the start time column)
Filter
Allows the user to select a range of values for this field
Installer
View
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
Loggers
Loggers Privileges
Type of User
Modify deck
assignment
Allows the user, using the Backup window, to specify
whether backup is automatic or manual
X
X
Retrieve
Allows the user to retrieve calls from the tape deck to
the logger using either the Backup window or the Query
application
X
X
Installer
Description
Agent
Reviewer
(Supervisor)
System Adm.
Privilege
187
Channels
Channels
Input Groups and Input Channels have the same set of privileges.
Input Channels Privileges
Type of User
Setup Icon will appear on the Toolbar in the Monitor
and Backup Modules. This allows the user to set
thresholds, compression rates. However, this is typically
already setup by the installer.
Record
Allows a user to initiate a Record On Demand Request
for a channel in the Monitor Module.
X
Play
Allows a user to play the last call recorded by a channel
within the Monitor and Query Modules
X
Enable
Recording
Allows the user to DISABLE or ENABLE a recording
channel.
X
X
Installer
Setup
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
188
Applications
Applications
Evaluator Privileges
Type of User
Login
Allows the user to login to the Evaluator module
X
X
Evaluate
Allows the user to evaluate self. When the user is a
member of a group the user will be able to evaluate any
user within their group
X
X
Calibrate
Allows the user to calibrate self. When the user is a
member of a group the user will be able to evaluate any
user within their group
X
X
Delete Any
Evaluation
Allows the user to permanently delete any evaluation
that has been created within the Evaluator module
X
Lock
Allows the user to lock a QA call on the hard drive
which would stop that call from being overwritten
during the auto deletion process
X
X
Unlock
Allows the user to unlock a call that has been locked on
the hard drive
X
X
Forms Designer Privileges
Type of User
Allows the user to login to the Forms Designer module
X
Delete Installed
Forms
Allows the user to delete any form that has been
installed. Without this privilege, the user can only delete
forms that have not been installed.
X
Installer
Login
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
Installer
Description
Agent
Reviewer
(Supervisor)
System Adm.
Privilege
189
Applications
List Editor Privileges
Type of User
Allows the user to login and have access to all functions
within the List Editor module
Reporter Privileges
X
Type of User
within the Reporter module
Universal Uploader Manager Privileges
X
Installer
Login
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
X
Type of User
within the Universal Uploader Manager module
X
Installer
Login
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
Installer
Login
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
X
190
Applications
Scheduler Privileges
Type of User
Allows the user to login to the Scheduler module
X
Schedule
Allows the user to create new schedules within the
Scheduler module
X
Modify
Schedules
Allows the user to modify details of any existing
recording schedules. Without this privilege, the user can
only modify the schedules they created.
X
Recording Planner Privileges
Type of User
Allows the user to login and access all functions of the
Recording Planner module. This is for a Selective
environment only.
Query Privileges
Installer
Login
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
X
Type of User
Login
Allows the user to login to the Query module
X
X
Add Public
Queries
Allows the user to add public queries within the Query
module. Adding public queries gives everyone access to
those queries
X
X
Modify Public
Queries
Allows the user to modify details of public queries
within the Query module
X
X
Installer
Description
Agent
Reviewer
(Supervisor)
System Adm.
Privilege
Installer
Login
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
191
Applications
Query Privileges (Continued)
Type of User
Delete Public
Queries
Allows the user to delete public queries within the
Query module
X
X
Add Group
Queries
Allows the user to add group queries within the Query
module. Adding group queries gives any member of that
particular group access to those queries. Users have to
be a member of a group to then be able to add group
queries under that specific group.
X
X
Modify Group
Queries
Allows the user to modify details of group queries
X
X
Delete Group
Queries
Allows the user to delete group queries within the Query
module
X
X
Add Public Call
Folders
Allows the user to add public call folders within the
Query module. Adding a public call folder gives
everyone access to them
X
X
Modify Public
Call Folders
Allows the user to modify details of public call folders
X
X
Delete Public
Call Folders
Allows the user to delete public call folders within the
Query module
X
X
Add Group Call
Folders
Allows the user to add group call folders within the
Query module. Adding a group call folder gives any
member of that particular group access to those folders
X
X
Modify Group
Call Folders
Allows the user to modify details of group call folders
X
X
Delete Group
Call Folders
Allows the user to delete group call folders within the
Query module
X
X
Lock
Allows the user to lock a call on the hard drive which
would stop that call from being overwritten during the
auto deletion process
X
X
Save/Email
Audio
Allows the user to save audio as a wav or aud file and
email to another party
X
X
Local Play
Allows the user to play audio over the LAN
X
X
Installer
Description
Agent
Reviewer
(Supervisor)
System Adm.
Privilege
192
Applications
Monitor Privileges
Type of User
Login
Allows the user to login to the Monitor module
X
X
Modify Call
Details
Allows the user to modify call details that are marked
for editing under the columns tab within the
Administrator module, such as the comment field
X
X
View Recording
Status
Allows the user to view the recording status whether
initiated by ROD or by the Scheduler
X
X
Local Play/
Monitor
Enables the user to play back or monitor calls locally
(over the LAN)
X
X
Administrator Privileges
Installer
Description
Agent
Reviewer
(Supervisor)
System Adm.
Privilege
Type of User
Installer
Agent
Reviewer
(Supervisor)
System Adm.
Privilege
Description
Login
Allows the user to login to NICE Administrator
X
Add User
Allows the user to add a user profile to the database
X
Modify User
Allows the user to modify details under the general or
details tab within any existing user profile in NICE
Administrator
X
Delete User
Allows the user to delete any user profile in the database
X
Add Group
Allows the user to add a group to the database
X
Modify Group
Allows the user to modify details of any existing group
in the database
X
Delete Group
Allows the user to delete any group in the database
X
Add Server
Allows the user to add a server to the database
X
Modify Server
Allows the user to modify details of any existing servers
X
193
Applications
Administrator Privileges (Continued)
Type of User
Installer
Agent
Reviewer
(Supervisor)
System Adm.
Privilege
Description
Delete Server
Allows the user to delete any existing servers in the
database
Add Group of
Channels
Allows the user to add a group of channels to the
database
X
Modify Group of
Channels
Allows the user to modify details of any existing group
of channels in the database
X
Delete Group of
Channels
Allows the user to delete any group of channels in the
database
X
Modify Site
Allows the user to modify details at the site level (i.e.
site name, privileges, etc.)
X
Modify Hot
Standby System
Configuration
Allows the user to change which standby logger to use
in the event the current logger isn’t recording
X
Modify Output
Bus Definition
Allows the user to change the extensions that have been
assigned to the remote audio playback (RAP) boxes
X
Modify User
Profile
Allows the user to modify privileges within any existing
user profile in Administrator
X
Manage Backup
server
Allows the user to have access to all functions in the
Backup portion of Administrator
X
X
194
Applications
Supervision Privileges
Type of User
Allows the user to login to the Supervision module
X
Self Test
Allows the user to perform self tests on the servers in
the database to ensure everything is working properly
X
Advanced
Maintenance
Allows the user to perform advanced maintenance on
the servers, such as changing the loggers clock
X
View
Configuration
Allows the user to view the configuration of the servers
in the database
X
Other Privileges
Installer
Login
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
Type of User
Allows the user to have access in the NICE Query and
NICE Monitor applications to all agents whether they
are part of a group or not. This includes all NiceCLS
Servers connected to the site.
X
Access All Input
Channels
Allows the user to have access to all input channels
without having to assign every channel or group of
channels to the user.
X
Installer
Access All
Users
Agent
Description
Reviewer
(Supervisor)
System Adm.
Privilege
195
Glossary
6DAT
DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for
Automatic Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus
a single DAT deck installed.
ACA
Advanced Compression Algorithm. Optional audio compression rate, implemented with the TDA
card.
Activity
Refers to audio that causes an input channel to start recording. Activity is differentiated from
silence by the Activity Detector.
Activity Detector
Mechanism in the Logger that determines, based on user-defined parameters, when audio that
should be recorded (activity) is being received on an input channel.
Activity Rate
Measures detected activity, according to the specified activity detection parameters, versus time.
An activity rate of 50% means that the channel was active half of the time.
NICE Administrator application
Software application supplied with the NiceLog Digital Voice Logging System. Used only by the
NiceLog System Administrator to define NiceLog user IDs and configure Loggers.
ADPCM
Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol.
ADPCM 16 compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.
Glossary
197
AGC
Automatic Gain Control. Input AGC increases the quality of recorded audio by averaging the
volume of source audio as it is recorded. Output AGC increases the quality of playback audio by
averaging the volume of recorded audio that is playing back.
Agent
Personnel in a contact center who make or answer telephone calls.
Agents View
NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT
Advanced Intelligent Technology. An 8 mm. magnetic tape cassette on which recorded audio can
be stored for long-term archiving.
Alarm
Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated
on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.
Alarm event
Any event that might occur in a supervised unit that causes the NICE Supervision Station to
activate an alarm.
ANI
Automatic Number Identification (Incoming calls). See CLI.
API
Application Programming Interface.
Archiving
Process of copying recorded audio files to DAT cassette for long-term storage.
Glossary
198
Audio Segment
Specific term for a length of audio that is created when audio is recorded from a start time to a
stop time that are defined by parameters that are customized for your NiceLog System.
CDR
Call Details Reports
Channel
A transmission path between two points. It is usually the smallest subdivision of a transmission
system by means of which a single type of communications service is provided. It is also referred
to as a line.
Channels Mode
NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI
Calling Line Identity. See ANI.
Client
A computer which accesses files or other services from a second computer called a server. Some
processing may take place on the client machine but generally the server handles most of the
information processing.
CLS
Call Logging System.
Coldstart Logger
To restart the NiceLog Logger and delete its stored audio.
Connected Logger
The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the
NiceLog Workstation application.
Glossary
199
CTI
Computer Telephony Integration. CTI is a term used for connecting a computer (single
workstation or file server) on a local area network (LAN) to a telephone switch (usually a PBX or
ACD) for the purpose of adding enhanced routing.
Typically it means the exchange of information between the telephony system and the host
computer for smart handling of call routing.
DAT cassette
Digital Audio Tape cassette. A 4 mm.magnetic tape cassette on which recorded audio can be
stored for long-term archiving.
DAT deck
Drive mechanism in the Logger used for archiving and retrieval of recorded audio to DAT
cassettes. A Logger can be equipped with either one or two DAT decks.
DAT Mirroring
Optional feature which performs archiving of the same recorded audio to two DAT cassettes
concurrently.
DCF77
An optional card installed in the NICE Supervision Station to receive code from an external
DCF77 system in Western Europe.
DDI
Direct Dialing in Number.
DID
Direct Inward Dialing.
NiceLog Digital Voice Logging System
System used for the recording, playback, and archiving of audio from multiple sources.
Comprised of one or more Loggers, and applications.
Glossary
200
DNIS
Dialed Number Identification Service. Destination telephone number dialed by the incoming
caller. An example is the last digits of a 1-800 telephone number.
DTMF (Dual-Tone Multi-Frequency)
Describes digits dialed on a TouchTone telephone. DTMF digits dialed by a caller can be
recorded with audio on the NiceLog Logger.
DTMF Recording on Demand
An option that enables you to control recording on your personal extension by entering predefined codes using your TouchTone telephone.
Energy Detector
Type of Activity Detector based on average volume of the audio signal on the input channel.
Free Seating by Agent Username
Free seating by Agent Username allows the agent to sit at different locations with different
extensions while using the same workstation at every work session.
Free Seating
Free seating allows the agent to sit at different locations with different extensions at every work
session.
G729A
Advanced Compression Algorithm. Optional audio compression rate, implemented with the UDA
card.
Input Channel
Physical input on the Logger used to connect an audio source to the Logger.
Local Sound Card
Sound card, or multimedia card (e.g., Soundblaster) installed in the PC where you perform
playback. Required to play audio through the PC speaker via the LAN.
Glossary
201
Logger
NiceLog Voice Logger. The basic unit of the NiceLog Digital Voice Logging System. Controlled by
the NiceLog workstation applications, the Logger performs audio recording, playback, retrieval,
archiving, and other operations.
Magneto Optical disk (MO)
Storage device that uses a laser beam to store information on a magnetic surface.
Maximum activity rate
Percentage of audio activity detected on the input channel during the specified time period
(typically 1 hour).
Media Label Printer
Optional label printer dedicated to the NICE Supervision Station, which prints ID labels for
archiving media that are ejected from the archiving deck(s) in each Logger in the NiceLog Digital
Voice Logging System.
Media Library
Optional feature which keeps track of the DAT cassettes or other archiving media, and controls
the Media Label Printer.
Minimum activity rate
Percentage of audio activity detected on the input channel during the specified time period
(typically 72 hours.)
Monitoring
Listening to audio as it is being received by an input channel in a Logger.
Output channel
Physical output on the Logger to which an audio output device is attached to enable playback of
recorded audio and monitoring of audio as it is received by the Logger.
Glossary
202
Output device
Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to
an output channel on the Logger. Audio from playback or monitoring is reproduced through the
output device connected to the selected output channel.
PCM
A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback
Reproduction of recorded audio on an output device.
Position
Logical grouping of multiple input channels which represents the input devices (e.g., headset,
handsets) that are physically located at a single seat or position. Input channels can be displayed
grouped in positions in the NiceLog Query application.
Pre-defined Selective Recording
An option that enables you to sum multiple devices to one input channel of a Logger.
NICE Query application
Windows-based software application that enables NiceLog users to quickly find, retrieve and play
audio segments that are stored on any Logger or archiving media created in the NiceLog System.
Random Monitoring
NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for
quality assurance.
Recording on Demand
An option that enables you to click an icon in the Recording on Demand window in order to stop
and start recording on your extension at your request.
Glossary
203
Recording
•
The process of storing audio from an audio source (i.e., a telephone or radio) on the hard
disk of a Logger.
•
A unit of recorded audio. The audio that is recorded on a single input channel between the
time the recording process is started on the channel and the time it is stopped.
Reproducer
Computer in which one or two archival decks are installed to enable retrieval of archived audio
from archiving media to a NiceLog Logger. A Reproducer computer with two DAT decks can also
be used for DAT cassette duplication.
Retrieval
The process of copying archived audio from archival media to the hard disk of the connected
Logger, for the purpose of playback.
RTS (Remote Tape Server)
A server containing DAT drives operating remotely with a Logger over a dedicated Fast Ethernet
LAN.
Self-Test
BIT (Built-In Test) performed periodically by each Logger to check the status of its various
hardware components and software operations.
SNMP
TCP/IP protocol used to manage and control IP gateways and the networks to which they are
attached.
Supervised unit
Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE
Supervision window.
Supervisor
Person in charge of administrating NICE Supervision.
Glossary
204
NICE Supervision application
Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise
system-wide Logger events in multi-Logger systems.
NICE Supervision Station
Computer that runs the NICE Supervision application.
NiceLog System Administrator
NiceLog user defined automatically when the NiceLog workstation software is installed. the
NiceLog System Administrator has full access to all Loggers, channels, and NiceLog
applications. The only user who can log in to the NICE Administrator application.
sysadm
User ID of the NiceLog System Administrator.
TDA (Texas Instruments DSP Array)
A card which enables high-audio compression rates. See ACA.
Threshold
The maximum level of noise in the channel before it is considered Active. The default value is 39.
Transcription
An option that enables you to open a Word document and to control playback while transcribing a
recording.
Trunk Side
Trunk side connections connect the system to other switching systems.
Trunk
A communications line between two switching systems. A tie trunk connects PABXs. Central
Office trunks connect a PABX to the switching system at the central office.
UDA
A card which enables high-audio compression rates. See G729A.
Glossary
205
VOX
An optional type of Activity Detector that recognizes the characteristics of human speech in input
signals and rejects noise.
Glossary
206
Index
A
C
Access all Users 106, 110, 118, 195
Access rights, see Privileges
Activity statistics 53
Adding
Media Library Server 162
NiceCLS Servers 90
AGC 56
Agent
mapping 96
Agent ID for Free seating 107
Agents
defining 113
overview 107
Archiving
audio 69
automatic 69
device 84
manual 76
using autoloader 73
Area code filtering 156
Audio
archiving 69
deleting 83
retrieving 69
segment parameters 41, 43
Audio input channels
parameters 49
setup 48
Autoloader 73, 76
Automatic archiving
disabling 75
enabling 69
Automatic deletion parameters 41, 44
Call data field
Auditing Program 147
Recording Program 147
Cassette
identification 171
labeling 170
Channelization 71
Channels 38
audio input 48
CLS Server, see NiceCLS Server
Clustering 91
Compression 55
D
E
F
Data Line connections 63
Data Lists
editing 102
Database connection 18
Defining
database connection 18
N+1 Logger chain 67
output buses 59
Output Manager 58
Deleting
audio 83
Logger definition 68
Media Library Server definition 167
NiceCLS Server definition 104
NiceLog Logger definition 68
Output Manager definition 59
recording program 159
Disabling
archiving device 84
automatic archiving 75
Displaying archiving device information 85
Editing Data Lists 102
Editing System Lists 99
Enabling archiving device 84
Extension ID for Fixed seating 107
External Logger
retrieving data 82
Filtering
groups list 136
Index
207
users lists 133
Fixed seating 107
Free seating 107
Free Seating by Agent Username 107
Front panel LEDs 178
G
I
NiceLog Loggers 35
site security 31
user groups 105
users 105
Manual archiving 76
Manual cassette labeling 170
Mapping tables
agent name 96
changing entry values 97
examples 95
overview 94
telephone book 95
Media cassette labeling 170
Media Library Server
adding 162
delete definition 167
managing 161
modify definition 167
working with 168
Members, see Group Members
Mirroring 72
Modifying
Media Library Server definition 167
NiceCLS Server definition 104
NiceLog Logger definition 68
Output Manager definition 59
Multiple NiceCLS Servers 93
Group Leaders, see Group Members
Group Members
adding 123
overview 107
Groups, see User groups
Icons 34
Identifying agents 113
Identifying cassettes 171
Input channels 38
L
Labeling cassettes 170
LEDs 178
List Editor
data lists 102
system lists 99
Lists
data 102
system 99
Loggers
audio input channels 48
deleting definition 68
front panel LEDs 178
N+1 chain 67
visual inspection 176
Login
NICE Administrator 18
NICE Toolbar 16
Login ID for Free seating by Agent Username
107
M Maintenance
general 175
preventive 176
routine 176
Managing
mapping tables 94
Media Library Server 161
NiceCLS Server 89
N
N+1 Logger chain 67
NICE Administrator
icons 34
site access privileges 24
site name 24
window components 23
NICE Backup 69
NICE Toolbar application 16
NiceCLS Recording Planner application
starting 145
NiceCLS Server
adding 90
adding a user 113
adding multiple 93
assigning user priviliges 120
front panel LEDs 178
managing 89
modifying definition 104
secondary 91
visual inspection 176
NiceLog Loggers
Index
208
Filter tab 148, 152
General tab 148
Scope tab 148, 149
Target tab 148, 152
Redundancy 91
Remote database 91
Resources
adding to user groups 125
adding to users 117
Retrieving audio 69
Retrieving Data from an External Logger 82
ROD 41
Routine maintenance 176
managing 35
NiceUniverse
creating files for 138
O
P
R
Output buses
definition 59
Output channels 38
Output Manager
defining 58
Password
assigning 111
changing 33
parameters 28
policy 28
restrictions 111
Playback division 32
Preventive maintenance 176
Printing archiving device reports 86
Privileges
application 24
assigning for the site 24
assigning to User Groups 124
assigning to users 116
defaults for user groups 124
defaults for users 112
guidlines for assigning 116
profiles 109
Same as User 109
special cases 110
to NiceCLS 120
Profiles
creating 129
guidlines for using 116
overview 109
using 117
Recording on Demand 41
Recording program
area code filtering 156
deleting 159
preventing recording 155
Recording Program Definition
S
T
U
Same as User 110, 117
guidelines for using 116
overview 109
Secondary server 91
Segment parameters 41, 43
Segments 32, 54
Selective recording
restrictions when mapping 95
setting up 143
setting up predefined 63
wildcards 154
Setup
audio input channels 48
audio segment parameters 41, 43
automatic deletion parameters 41, 44
ROD parameters 41
test tones parameters 41
Site
access privileges 24
name 24
password policy 28
security 31
Status report 86
Summed input 63
System Lists 99
Test tones parameters 41
Toolbar, NICE application 16
Trunk connections 63
Trunks
configuring 39
User groups
Index
209
adding new 123
adding resources 125
assigning privileges 124
deleting definitions 128
filtering lists 136
managing 105
modifying definitions 128
overview 108
User Information Files 138
Users
adding new 111
adding resources 117
assigning privileges 116
defining on NiceCLS Servers 113
deleting definitions 122
evaluations 115
filtering lists 133
graduation details 115
managing 105
modifying definitions 122
overview 106
personal details 115
profiles for privileges 129
V
Visual inspection 176
W Warning tones 56
Wildcards for selective recording 154
Windows Login ID 107
Index
210

NICE Administrator`s Manual V8.9 Rev. A3

Transcription

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