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8.9 Administrators Guide
8.9 Administrators Guide
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.
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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 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
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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
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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
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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
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Maintenance 175
Preventive Maintenance Timetable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 General Routine Visual Inspection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Logger/Server LED Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 SONY AIT Drive Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Contents
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 Index
197 207
Contents
Introduction
Welcome to the NICE Administrators 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
Users and User Groups NiceCLS Servers Audio Input Channels Audio Output Devices NiceScreen Loggers Media Library Server
Application used to locate and play recorded audio. NICE Query is described in the Query/Monitor Users Manual.
Application that generates alarms if system failure occurs, and maintains a log of system events. NICE Supervision is described in the NICE Supervision Users Manual. Application used to monitor live audio. NICE Monitor is described in the Query/Monitor Users Manual.
NICE Monitor
NOTE: To install NiceLog applications, refer to the NiceLog Workstation Applications Installation Guide.
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
system equipment.
Adding Users (page 111) Define Agents Using NICE Administrator - or Using the Uploader Utility Setting Up User Information Files (page 138)
Media Library?
Yes
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
15
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.
Chapter 1: Getting Started 16
You are starting the NICE Administrator application for the first time and the data source is not defined in your workstation. You want to connect to an undefined NiceCLS database.
For more information, see Defining a Database Connection Upon Startup on page 18.
To start NICE Administrator: 1. In the Windows Start menu, choose Programs, NICE Applications, and then choose NICE Administrator.
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
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.
2. Click the Data source button to define a database connection, or connect to a different
18
Figure 1-4
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.
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
The Create New Data Source window appears for you to confirm the information.
8. Click Finish.
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.
Leave the Password field empty and click Next. The Create a New Data Source to SQL Server window appears.
Figure 1-9 Create a New Data Source to SQL Server Window
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.
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
22
Shortcut Bar
Resource List
Status Bar
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
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.
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
Resource List
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
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
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
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 Users 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.
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2. In the Maximum Password Age area, select one of the following options: Password never expires Expires in __ days
Select this option if you do not want user passwords to expire. 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. 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.
Remember last __ passwords Select this option to cause the system to remember a
4. In the Minimum Password Age area, select one of the following options: Change any time Allow change after __ days
Select this option to enable user passwords to be changed whenever necessary. 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. 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
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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.
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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
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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 users 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.
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 Require colleague login for calls older than __ minutes
Allows the user to playback any of his own recordings at any time. 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 Users Manual.
6. In the Playback Division for Long Calls area, you can set the number of minutes for each
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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.
To change the Administrator password: 1. In the System menu, choose Change Password.
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 Administrators new password. 4. In the Retype new password field, type the new password again in order to confirm it. 5. Click OK.
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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
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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
The default network protocol is TCP/IP. 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
The definition is saved, and a Setup button appears in the General tab.
Chapter 2: Managing NiceLog Loggers 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.
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.
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Figure 2-4
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. When available, use the Setup button on the General tab. See Setting Up Additional Features for a Logger on page 41.
Test Tones
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.
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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.
The General tab of the Logger definition appears in the Resource Definition area.
3. Click the Backup tab.
To add an RTS device: 1. Click the Add button in the Backup tab. See Figure 2-5 on page 40.
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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.
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.) 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. 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 Loggers connections. This feature is available for SCSA II Loggers (with ISAC2 boards only).
Automatic Deletion:
Test Tones:
Features are added from the General tab of the Logger definition. After the Logger definition is saved, a Setup button appears.
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Figure 2-7
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 Figure 2-7 on page 42.
To setup additional features for your Logger definition: 1. In the General tab, click the Setup button. See Figure 2-7 on page 42.
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NOTE:
The DTMF area appears only when defining Loggers that use DTMF. ROD is an optional component and does not appear in all configurations. It is not available for any of the VoIP Loggers. For VoIP Loggers, the Segments tab does not contain the Minimum length parameter or the DTMF area. For VoIP Loggers, the Automatic Deletion tab appears.
The Test Tones tab appears only when the Logger has an ISAC2 board. (A list of Boards appears in the lower part of the General tab for the Logger definition. See Figure
2-7
on page 42.) 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 number of seconds of active audio that can be considered an audio segment. Maximum number of seconds of active audio that can be considered an audio segment. The first group of DTMF digits detected are saved and can be used to identify the audio segment. The last group of DTMF digits detected are saved and can be used to identify the audio segment.
Minimum length Maximum length Save first digits Save last digits
3. In the ROD tab, enter DTMF codes that can be used to resume and pause recording.
Figure 2-9 Setup Window - ROD Tab
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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 Loggers 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 Loggers hard disk is nearly full, Automatic Deletion begins to delete the oldest archived audio.
NOTE: The Automatic Deletion process does not remove any part of a recording that is currently being played.
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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.
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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 Network type Network address
Type the name of the Screen Logger. The default network protocol is TCP/IP. Type the network address of the Screen Logger.
3. Click Save in the toolbar to save the NiceLog Screen Logger definition.
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Figure 2-13
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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.
4. Click Setup.
Figure 2-15
The connected Loggers name appears in the title bar of the Setup Audio Input Channel window, and the settings in the window affect only the selected input channel.
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.
Channel Parameters
Figure 2-16 Input Channel Parameters
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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 channels 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.
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).
Chapter 2: Managing NiceLog Loggers 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 trigger (such as a radio receivers squelch output) is connected to external activity detector input of the NiceLog Logger. (Optional) Recognizes the characteristics of human voice, and rejects all other input audio so that only human voice is considered active. (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. Based on average volume of the audio signal on the input channel and is connected to external activity detector input of the NiceLog Logger. 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 Loggers hard disk when activity detection is enabled, important audio data could be lost.
For VOX (either a standard, HF or VHF detector), the recommended threshold is 39.
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For LEVEL, you can use the following table as a guideline. Threshold Vrms (milliVolts) 0 0.07 10 0.2 20 0.5 30 1.5 40 4.1 50 11.5 60 32.5 70 91 80 250 90 720 100 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.
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
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 Users Manual. If you are setting the threshold for multiple audio input channels with similar input sources, monitor one of the audio input channels, and then continue the remainder of this procedure using only that audio input channel.
4. Listen for audio on the selected audio output device.
If you do not hear any audio on the audio output device while audio is being received 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 channels activity detection, check
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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
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.
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.
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).
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).
Chapter 2: Managing NiceLog Loggers 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.
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Audio segments are separated by the beginning and ending of conversations that are detected using on/off hook signal information. 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
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 Loggers 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.
Chapter 2: Managing NiceLog Loggers 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 channels input level (gain) on a scale from 0 to 25.5 dB or have it maintained automatically by the Logger using Automatic Gain Control (AGC). Input AGC averages the volume level of the signal on the audio input channel so that high and low volume audio from the source are automatically recorded at the same volume level. For the best audio quality, input AGC should be specified whenever possible. If you decide to manually specify a channels input level, take care to test recorded audio by playing a recording after setting the input level. An input level that is set too low, causes the input audio to be recorded at a low volume, emphasizing the background noise. An input level that is set too high, causes the audio input circuitry to operate above its nominal limits (saturation), and the recorded signal is distorted. Input level setting (either automatic or manual) has no effect on the activity detection process.
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.
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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 Loggers input
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.
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
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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.
To modify the Output Manager definition: 1. In the NICE Administrator window Resource List, expand the Site, Servers, and Others
The definition of the Server you selected appears in the Resource Definition area.
3. Modify the definition as explained in the preceding section.
To delete the Output Manager definition: 1. In the NICE Administrator window Resource List, expand the Site, Servers, and Others
To define Output Buses: 1. In the System menu of the Administrator window, choose Output Bus Definition.
Chapter 2: Managing NiceLog Loggers 59
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.
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Figure 2-26
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.
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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
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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.
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.
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:
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Figure 2-28
Selective Recording
In the NICE Administrator window, select the Site, Servers, and then the Loggers folders. Select the Logger whose definition you want to modify. The General tab of the Logger definition appears in the Resource Definition area. 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.
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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.)
If the Trunk Mate and Time Slot Mate columns appear, then you can sum two time slots to record on one input channels.
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Figure 2-30
Clear this checkbox to use the Time Slot for test tones
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.
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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 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: Learn: Update: Update & Save:
Click this button to list all Loggers connected to all N+1 Loggers at the site. Click this button to list all Loggers in the Spares list that are connected to the selected N+1 Logger. Click this button to update the N+1 Loggers with the configurations of the Loggers connected to them. 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.
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To modify the definition of a NiceLog Logger: 1. In the NICE Administrator window Resource List, expand the Site, Servers, and Loggers
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,
To delete a NiceLog Logger definition: 1. In the Administrator window Resource List, expand the Site, Servers, and Loggers folders.
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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.
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autoloader device.
Manual Archiving: Manually archive recorded audio to archive media.
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.
3. In the Backup Mode area, select one of the following modes of Automatic Archiving for the
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.
Chapter 2: Managing NiceLog Loggers
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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.
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Mirroring
Two archiving devices in the Logger are set up to concurrently archive the same recorded audio from the Loggers 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.
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.
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.
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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
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If an additional archiving device is configured, it must be used to mirror the Autoloaders 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.
Select one of the following two Overwrite options to implement on the archiving device.
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.
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To disable Automatic Archiving: 1. In the NICE Backup window, click the Setup Automatic Archiving button. -or-
In the Setup menu, choose Setup Automatic Archiving. The Setup Automatic Archiving for Logger # window appears.
Figure 2-36 Setup Automatic Archiving for Logger # Window
2. In the Backup Mode area, deselect the checkbox corresponding to the archiving device(s) on which you want to disable Automatic Archiving. Then click OK.
The Setup Automatic Archiving for Logger window closes, and you receive confirmation that Automatic Archiving is disabled.
To disable Automatic Archiving on an Autoloader device: 1. In the NICE Backup window, click the Setup Automatic Archiving button. -or-
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In the Setup menu, choose Setup Automatic Archiving. The Setup Automatic Archiving for Logger (with Autoloader) window appears.
Figure 2-37 Setup Automatic Archiving Window
The current archiving mode is interrupted and you can perform Manual Archiving or Retrieval using the single archiving device.
To archive audio manually: 1. In the NICE Backup window Loggers area, select a Logger.
The Loggers 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
4. Insert the archive media in the specified drive, and click OK. 5. Click the Show Media Contents button in the toolbar.
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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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Retrieving Audio
To play archived audio that has already been removed from the Loggers 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 Loggers drive to a Loggers 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.
In the NICE Backup window Loggers area, select a Logger. The Loggers 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,
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
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Figure 2-42
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.
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Figure 2-43
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.
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Figure 2-44
Select the recordings you want to retrieve, and click Start Retrieve. The recordings you selected are copied to the Loggers 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.
To retrieve data from an external Logger: 1. Insert the archive media in your system. The NICE Administrator creates a dummy Logger in
A message window appears asking if you want to add the external Logger to the Security Database.
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Figure 2-45
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.
Chapter 2: Managing NiceLog Loggers 83
2. Click the Assign to Erase button in the toolbar to set the current operation to delete. (This
5. Click Start Erase to erase the contents of the archive media you inserted in the drive.
To enable/disable an archiving device in the connected Logger: 1. In the NICE Backup window Setup menu, choose Configure Devices.
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Figure 2-48
2. For each Logger, mark the field corresponding to the archiving device you want to enable. -or-
The Configure Devices window closes, and your changes take effect immediately.
Type of archiving medium loaded in the selected archiving device. Current archiving device operation. Default operation configured for the selected archiving device. Percentage of free space on the loaded archiving medium. cleaned.
Last cleaning time Day, date, year, and time that the selected archiving device was last
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
The Device Information window appears displaying information about the selected archiving device.
Figure 2-50 Device Information Window
To print an archiving device status report: 1. In the NICE Backup window Tools menu, choose Device Status Report.
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Connected Logger number(s). Configured archiving device number(s). Type of archiving media loaded in each device. Operation assigned to each archiving device. Current status of each archiving device. An archiving device error occurred.
Figure 2-51
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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 Servers 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
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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
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
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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 Network Type
Mark this box. Network type of the Secondary NiceCLS Server in the cluster. TCP/IP is selected by default. NiceCLS Server in the cluster.
The Capabilities section of the General tab contains the following information obtained by the system:
The definition is saved, and the relevant Database and Switch information appears in the General tab.
4. Click the Columns tab.
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Figure 3-2
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
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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 Servers call database, as described in the next section.
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What are Mapping Tables? Mapping Table Examples Changing a Mapping Table Entry Value
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 sites 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 querys 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 sites telephone switch) as search criteria in a query. Display additional call data fields (that are not reported by your sites telephone switch) as columns in the call list of the NICE Query window.
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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 Users 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.
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.
For example, station 3701 is mapped to agent name Barnfield John, and to the Marketing department.
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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 Unit SW1 SW1 SW1 SW2 Station 3701 3702 3703 3701 Agent Name Barnfield John Byrnes Jay Canfield Celia Cox Laura Map-To Department Marketing Marketing Marketing 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.
The Agent Name Mapping Table maps the ID of each agent in your organization to the agents 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 200 201 202 Agent Name Barnfield John Byrnes Jay Canfield Celia Map-To Department Marketing Marketing 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).
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Display the agents name and department name as columns in the call list in the NICE Query window.
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 customers name as a column in the call list, in the NICE Query window.
If an employee marries and changes her name, you may need to continue to look up her maiden name in a querys 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.
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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.
To add/edit system lists: 1. In the NICE Administrator window, in the System menu, choose Edit System Lists.
The List Items window for the list appears. See Figure 3-6 on page 100 and proceed with Step 3.
-or-
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b. In the List Item field, type an item, for example, Supervisor. c. Click Submit. The item is displayed in the List Item area.
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Figure 3-8
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
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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 List Items window for the list appears. See Figure 3-10 on page 103 and proceed with Step 3.
-or-
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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.
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.
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To modify the definition of a NiceCLS Server: 1. In the NICE Administrator window Resource List, expand the Site, Servers, and NiceCLS
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
To delete a NiceCLS Server definition: 1. In the NICE Administrator window Resource List, expand the Site, Servers, and NiceCLS
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.
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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.).
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 agentss 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 agents calls, you must have access privileges to both the agent and to the NiceCLS Server on which they are defined.
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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 users 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 Alexs supervisor, is monitoring agent Alexs 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 Sams 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 agents 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 agents 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 IDs 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 agents 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.)
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Overview
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 groups 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.
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 groups 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 groups 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.
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.
Chapter 4: Managing Users and User Groups 108
Overview
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.
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 Seans user definition and use the Same as User button on Seans 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.
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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 Give one-way access from a user to other users/agents Give a group of users identical privileges but not access to each other
Make them members of the same group Make the first user a group member and the other users/agents resources in the same group 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 Add the NiceCLS Server to the users resource list and then remove access to the individual columns Use the Filter Editor when assigning CLS privileges at user level Remove it from the group resource list Mark Access all Users (see Assigning a User Access to All Users on page 118)
Restrict a single users access to specific CLS information Restrict the range of CLS access Block an entire group from accessing a resource Give a user access to all users and agents connected to the site
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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) Middle name Login name
Enter the first name and last name of the new user in the appropriate fields. Enter an optional middle name for the new user. Enter a unique name that the user will use to log into NICE applications. If relevant, enter the email address of the user.
(required)
Email address
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.
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Adding Users
NOTE:
The password entered cannot be identical to the Users 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.
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. privileges. For example, if the user tries to log in with an incorrect password more than the allowed number of times.
Account locked out This option is automatically selected if the user violated access
Maximum Password Select Password never expires if you do not want to change the Age users password periodically.
Select Expires in __ days if you want the users password to expire at the end of the period you specify.
3. Click Save.
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 groups 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 users 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.
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Adding Users
To define the user as an agent: 1. In the NICE Administrator window, select a user and click the General tab.
2. Fill in the information as follows: Make user an agent (required) CLS Server
Select this box. Click the drop-down list and select the NiceCLS Server handling this agents switch reports. 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 agents switch, and uniquely identifies the switch in the system.
(required)
Switch ID
(required)
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Adding Users
Agent ID
(required)
Extension
If your system supports a Free Seating environment, enter the users agent Login identification number. If your system supports a Fixed Seating environment, enter the users telephone extension number. If using Free Seating by Agent Username, enter the Users Windows login ID. The name entered must be unique in the system.
(required)
Windows Username
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.
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Adding Users
To add personal information: 1. In the NICE Administrator window, select a user and click the 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.
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Adding Users
A complete list of all privileges and suggestions for assigning them, can be found in User Privileges on page 185. For more information, refer to About Privileges on page 108.
Guidelines for using Profiles and the Same as User options
You can manually choose which privileges to assign to a user or use the Profiles or Same as User options. The Profiles and Same as User options allow you to copy a set of privileges Use the following guidelines:
You can choose only one profile or user to copy privileges from. When you copy privileges from a profile or from a user, all previous privileges that the user had are cleared. After copying privileges from a profile or user, you can add additional privileges to the user. When using a profile, the privileges in the profile are copied to the user. Any changes made to the profile after it is copied to the user, do not affect the user. After a set of privileges are copied from a profile, you can manually remove from the user any privileges that are needed by that user. If the user you select to copy from is a group member in a group, the new user will be placed in the same group, as a group member, and thus inherit the same privileges. When using Same as User, privileges are copied from one user to the other. Any changes made to the first user after the privileges are copied, do not affect the new user. You can only select a profile or user to copy from if you have all of the profiles or users privileges.
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.
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Adding Users
Resource List
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
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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 users 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.
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.
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Adding Users
Figure 4-6
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.
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Adding Users
To add CLS column privileges: 1. In the Resource List of the User definition, click Servers, CLS, and select the NiceCLS Sever
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
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Adding Users
Figure 4-8
5. Click Save.
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Adding Users
An existing users 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 users General and Details tabs. On the Privileges tab, you are restricted to assigning only those privileges that you have been assigned.
To modify a users 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 users definition and click OK. For more information about user definitions, see
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.
Chapter 4: Managing Users and User Groups 122
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.
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Figure 4-10
Users 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.
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To assign group privileges: 1. In the NICE Administrator window, select Site, Users-Groups, Groups, and then select a group. Click the Privileges tab.
A complete list of all privileges and suggestions for assigning them, can be found in User Privileges on page 185.
2. To add users, servers, or channels to the Resource List, click Add
and select a
125
Figure 4-12
NOTE:
The users who are added to the group using the Add Resource window, do not inherit any of the privileges of the group. Adding users here, gives those users who were added as Group Members on the Members tab access to them. This is a one-way relationship. The Filter and Show all buttons appear only when adding a User. You can add any Users who are defined in the system. You are restricted to adding only those Servers and Channels for which you have access. The displayed list will show only those Servers or Channels available to you. When adding users, you can shorten the Users list and simplify user search, see Filtering the Users Lists on page 133.
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 groups 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.
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A list of available items for the resource you selected appears in the Resource Definition area as follows:
Users
Play - Permission to playback all of the users calls Record - Permission to record all users calls Loggers
Servers
Channels
Applications For a complete list of application privileges and suggestions for assigning
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.
An existing groups 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).
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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 groups definition and click OK. For more information about user groups, see
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.
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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 Supervisors 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 Supervisors 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 users 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.
In the NICE Administrator window, in the System menu, choose Profile Editor. The Profile Editor window appears.
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Figure 4-13
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.)
130
Figure 4-14
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.
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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.
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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.
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.
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
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 IDs 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:
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).
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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.
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.)
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.
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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.)
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.
Chapter 4: Managing Users and User Groups
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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.)
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Setting Up User Information Files for Importing Saving User Information Files in DAT Format User Information Fields
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.
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.
Chapter 4: Managing Users and User Groups 138
2. If you are importing an existing file, open the text file in any Word Processor application, and
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 (|).
the NiceCLS Server. Consult your NICE Systems installer to verify this number.
EXAMPLE:
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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,
EXAMPLE:
EXAMPLE: jonesm|John Smith's Team|Calibrate Self^Evaluate Self. Workforce Schedules fields (WFM.dat) 1. User Login Name - required 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.
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Available Privileges
Allow user to login to System Administration Evaluate self Calibrate self Report on self Evaluate group members Calibrate group members Report on Group members Evaluate any agent Allow user to login to Reporter Allow user to login to List Editor Allow user to login to Form Designer Allow user to login to Evaluator Calibrate any agent Delete any evaluation Allow user to login to Client Management Allow user to lock/unlock calls Allow user to destroy installed forms Allow user to login to Scheduler Schedule self Schedule group members Schedule any agent Edit any schedule Allow user to login to Monitor Play Record
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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
143
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. The beginning and ending dates for the recording program to run, and the days of the week and times each day. Calls handled by all or specific agents (or extensions). Which calls to select according to call direction, number dialed, DNIS, or caller ID (if available).
NOTE: A call can be selected by more than one recording program. If one of these recording programs is a negative recording program, the call will not be recorded.
144
2. In the Login window, enter your NiceLog login name and password, and then click OK.
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 Program Name Start Description
The program is enabled and is currently running according to its schedule (scope). The program is disabled.
-or-
Recording Prog.
The program records the calls it selects. The program does not record the calls it selects (Negative Recording Program).
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To set up a new recording program: 1. In the NICE Recording Planner window, click New.
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 sites 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.
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4. The Recording Program Definition window displays four criteria tabs as follows. Tab General Use it to define...
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. The days of the week and times for recording to occur, and the beginning and ending dates for the recording program. The agents or extensions to be recorded. Which calls to record according to call direction, number dialed, DNIS, or caller ID (if available).
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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.
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. b. In the Recording Sample area, select as follows (for Negative Recording Programs, this
area is disabled):
Record all calls within schedule -orRecord % of calls within schedule
6. Define a time period or weekly schedule for this recording program to run. Click the Scope
tab.
IMPORTANT A recording program must be both enabled and within its scope (schedule) to run.
Recording programs will record only during the time defined on the scope tab. Negative
recording programs will not record only during this time.
149
Figure 5-5
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
Select the blocks corresponding to the hours that you want to schedule for recording. Then click Set.
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
a. Select a target type from the Record drop-down selection list as follows: All Specific Agents Specific Extensions
Records calls handled by all agents or extensions. Records calls handled by specific agents or groups of agents.
8. Define the direction of the calls or limit the selection to specific telephone numbers. Click the Filter tab.
152
Figure 5-8
In the Record field, select a filter from the drop-down list and complete as follows:
If you selected... All Calls -orOnly Incoming Calls -orOnly 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. Do the following...
Click Apply. The Recording Program Definition is complete. Calls will start being recorded as soon as the Recording Program is enabled.
153
If you selected... Specific Dialed Numbers (Outgoing calls dialed to a specific number) -orSpecific Caller IDs (incoming calls received from a specific number - only if the sites telephone switch reports ANI or Caller ID)
Do the following...
For each number, Click Add. In the window that appears, type the Dialed number or Caller ID number and click OK.
TIP:
When typing new numbers, you can type an asterisk * as a wildcard (e.g., type 123* for all numbers that begin with 123). Add a separate entry for variations of the same number by your switch. (e.g. for area code 800, enter 800* and 1800*). The asterisk * is the only recognized wildcard.
9. Click Apply.
The program is set up with the criteria that you specified and becomes effective immediately.
154
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 employees 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.
Follow the instructions for Setting Up a New Recording Program on page 147 with the following modification:
155
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.
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.
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 sites telephone switch reports ANI or Caller ID). All of the Customer Services 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 General Scope Set as follows... Mark Do not record matching calls a. Start = Immediate b. Stop = Never c. Schedule = All week Target Filter Select All Agents 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.
Chapter 5: Setting Up Selective Recording 156
To modify a recording program: 1. In the NICE Recording Planner window, double-click a recording program.
2. You can edit any information in the Recording Program Definition following the guidelines in
157
To enable or disable a recording program: 1. In the NICE Recording Planner window, double-click a recording program.
2. Mark to enable, or clear to disable the Enable Program checkbox. 3. Click Apply.
158
The following columns of the NICE Recording Planner window are updated to reflect the new status as follows:
Column Enabled Description
In Progress
The program is enabled and is currently running according to its schedule (scope). The program is disabled.
-or-
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 Users 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
161
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 Network type Network address
The name of the Media Library Server you want to define. Accept the default TCP/IP. 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
- 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. - The labels are automatically printed and removed from the print queue. You can view the queue, but cannot control the printing. - The labels are automatically printed, but are not removed from the queue until you acknowledge that they have been correctly printed.
Automatic
Acknowledge
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.
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 name of the printer you want to define. In the drop-down list, select the COM port to which the printer is connected. In the drop-down list, select the printers commercial name. 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 printers 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
When you are finished changing the printers 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.
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
To modify the definition of a Media Library Server: 1. In the NICE Administrator window Resource List, expand the Site, Servers, and Others
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
To delete a Media Library Server definition: 1. In the NICE Administrator window Resource List, expand the Site, Servers, and Others
167
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.
You select the labels to be printed. The labels are automatically printed and removed from the queue. 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
2. Choose a Logger in the Logger List. 3. Click the Media Library Printers button.
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.
The number of the Logger whose contents are archived on the cassette. The number of the archiving deck (1 or 2) in which the cassette was loaded for Loggers containing multiple decks. Slot number of a 6DAT Autoloader magazine in which the cassette was loaded for Loggers containing a 6DAT Autoloader.
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 date the cassette was first used for archiving. The number of the Logger that ejected the cassette. The slot number of a 6DAT magazine in which the cassette was loaded, for Loggers containing a 6DAT Autoloader. Number of the deck (1 or 2) in which the cassette was loaded, for Loggers containing two decks. Sequential code number assigned automatically to the cassette by the Media Library.
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 cassettes 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
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.
172
Figure 6-11
5. Click Print the label if you want to print a duplicate of the medias 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
Clean filters If NICE Supervision is not running, run a Logger self-test. For more information, refer to NICE Supervision Users Manual.
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
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.
Chapter 7: Maintenance
176
Figure 7-1
Figure 7-2
Figure 7-3
Chapter 7: Maintenance
177
Recording failure Problem with archive media Logger/Server is not connected to power
Front Panel LED Indicators
Figure 7-4
The following table describes the front panel indicators and buttons.
LED Indicator SYS READY POWER ON TAPE OUT HD Errors (E1, E2, E3, E4) Functions Lights up when the Logger/Server is on Lights up when the Logger/Server is powered up Lights up when archive media is ejected from the drive Flashes to indicate Hard Drive is active No functionality in the current version
Chapter 7: Maintenance
178
Flashes on and off when the drive is reading and writing data. 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.
Chapter 7: Maintenance
179
Chapter 7: Maintenance
180
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.
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.
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.
Chapter 7: Maintenance 181
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
Chapter 7: Maintenance
182
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.
Chapter 7: Maintenance
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
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
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to view this field Allows the user to search in the query application using this field 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) Allows the user to select a range of values for this field
Filter
Loggers
Loggers Privileges Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user, using the Backup window, to specify whether backup is automatic or manual Allows the user to retrieve calls from the tape deck to the logger using either the Backup window or the Query application
187
Channels
Channels
Input Groups and Input Channels have the same set of privileges.
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Setup
Setup Icon will appear on the Toolbar in the Monitor and Backup Modules. This allows the user to set thresholds, compression rates. However, this is typically already setup by the installer. Allows a user to initiate a Record On Demand Request for a channel in the Monitor Module. Allows a user to play the last call recorded by a channel within the Monitor and Query Modules Allows the user to DISABLE or ENABLE a recording channel.
X X X
188
Applications
Applications
Evaluator Privileges Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Login Evaluate
Allows the user to login to the Evaluator module 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 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 Allows the user to permanently delete any evaluation that has been created within the Evaluator module 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 Allows the user to unlock a call that has been locked on the hard drive
X X
X X
Calibrate
X X X
Unlock
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to login to the Forms Designer module 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 X
189
Applications
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Login
Allows the user to login and have access to all functions within the List Editor module
Reporter Privileges
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Login
Allows the user to login and have access to all functions within the Reporter module
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Login
Allows the user to login and have access to all functions within the Universal Uploader Manager module
190
Applications
Scheduler Privileges
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to login to the Scheduler module Allows the user to create new schedules within the Scheduler module Allows the user to modify details of any existing recording schedules. Without this privilege, the user can only modify the schedules they created.
X X X
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Login
Allows the user to login and access all functions of the Recording Planner module. This is for a Selective environment only.
Query Privileges
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to login to the Query module Allows the user to add public queries within the Query module. Adding public queries gives everyone access to those queries Allows the user to modify details of public queries within the Query module
X X
X X
191
Applications
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to delete public queries within the Query module 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. Allows the user to modify details of group queries within the Query module Allows the user to delete group queries within the Query module Allows the user to add public call folders within the Query module. Adding a public call folder gives everyone access to them Allows the user to modify details of public call folders within the Query module Allows the user to delete public call folders within the Query module 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 Allows the user to modify details of group call folders within the Query module Allows the user to delete group call folders within the Query module Allows the user to lock a call on the hard drive which would stop that call from being overwritten during the auto deletion process Allows the user to save audio as a wav or aud file and email to another party Allows the user to play audio over the LAN
X X
X X
Modify Group Queries Delete Group Queries Add Public Call Folders
X X X
X X X
Modify Public Call Folders Delete Public Call Folders Add Group Call Folders
X X X
X X X
X X X
X X X
X X
X X
192
Applications
Monitor Privileges
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to login to the Monitor module 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 Allows the user to view the recording status whether initiated by ROD or by the Scheduler Enables the user to play back or monitor calls locally (over the LAN)
X X
X X
X X
X X
Administrator Privileges
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to login to NICE Administrator Allows the user to add a user profile to the database Allows the user to modify details under the general or details tab within any existing user profile in NICE Administrator Allows the user to delete any user profile in the database Allows the user to add a group to the database Allows the user to modify details of any existing group in the database Allows the user to delete any group in the database Allows the user to add a server to the database Allows the user to modify details of any existing servers
X X X
Delete User Add Group Modify Group Delete Group Add Server Modify Server
X X X X X X
193
Applications
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Delete Server Add Group of Channels Modify Group of Channels Delete Group of Channels Modify Site Modify Hot Standby System Configuration Modify Output Bus Definition Modify User Profile Manage Backup server
Allows the user to delete any existing servers in the database Allows the user to add a group of channels to the database Allows the user to modify details of any existing group of channels in the database Allows the user to delete any group of channels in the database Allows the user to modify details at the site level (i.e. site name, privileges, etc.) Allows the user to change which standby logger to use in the event the current logger isnt recording Allows the user to change the extensions that have been assigned to the remote audio playback (RAP) boxes Allows the user to modify privileges within any existing user profile in Administrator Allows the user to have access to all functions in the Backup portion of Administrator
X X X X X X
194
Applications
Supervision Privileges
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
Allows the user to login to the Supervision module Allows the user to perform self tests on the servers in the database to ensure everything is working properly Allows the user to perform advanced maintenance on the servers, such as changing the loggers clock Allows the user to view the configuration of the servers in the database
X X X X
Other Privileges
Type of User
System Adm. Reviewer (Supervisor) Agent Installer
Privilege
Description
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. Allows the user to have access to all input channels without having to assign every channel or group of channels to the user.
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.
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.
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.
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.
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.
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.
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.)
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.
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.
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.
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.
VOX An optional type of Activity Detector that recognizes the characteristics of human speech in input signals and rejects noise.
Glossary
206
Index
A
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 Channelization 71 Channels 38 audio input 48 CLS Server, see NiceCLS Server Clustering 91 Compression 55
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
Call data field Auditing Program 147 Recording Program 147 Cassette identification 171 labeling 170
Editing Data Lists 102 Editing System Lists 99 Enabling archiving device 84 Extension ID for Fixed seating 107 External Logger retrieving data 82
users lists 133 Fixed seating 107 Free seating 107 Free Seating by Agent Username 107 Front panel LEDs 178
Group Leaders, see Group Members Group Members adding 123 overview 107 Groups, see User groups
I 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
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
M Maintenance
general 175 preventive 176 routine 176 Managing mapping tables 94 Media Library Server 161 NiceCLS Server 89
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 deleting definition 104 front panel LEDs 178 managing 89 modifying definition 104 secondary 91 visual inspection 176 NiceLog Loggers
Index 208
deleting definition 68 managing 35 modifying definition 68 NiceUniverse creating files for 138
Output buses definition 59 Output channels 38 Output Manager defining 58 deleting definition 59 modifying definition 59
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
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
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
Recording on Demand 41 Recording program area code filtering 156 deleting 159 preventing recording 155 Recording Program Definition
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
W Warning tones 56
Wildcards for selective recording 154 Windows Login ID 107
Index
210