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NICE Perform TM

Releases 1, 2 and 3

Antivirus Certification

January 2007 385A0673-01 Rev. A0

Insight from Interactions TM

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. All contents of this document are: Copyright © 2007 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,864,432 5,339,203 5,937,029 6,252,947 6,785,369 6,937,706 4,893,197 5,396,371 6,044,355 6,330,025 6,785,370 6,959,079 5,185,780 5,446,603 6,115,746 6,542,602 6,856,343 6,970,829 5,216,744 5,457,782 6,122,665 6,564,368 6,865,604 7,010,106 5,274,738 5,590,188 6,192,346 6,694,374 6,870,920 7,010,109 5,289,368 5,819,005 6,246,752 6,728,345 6,871,229 7,058,589 5,325,292 5,911,134 6,249,570 6,775,372 6,880,004 7,085,728

360o View, Alpha, Customer Feedback, Dispatcher Assessment, Emvolve Performance Manager, Encorder, eNiceLink, Executive Connect, Executive Insight*, FAST, FAST alpha blue, FAST alpha silver, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision ALTO, NiceVision Harmony, NiceVision Mobile, NiceVision NVSAT, NiceVision PRO, Performix Technologies, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. *in Australia only

385A0673-01 Rev. A0

For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:
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NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the instructions.

For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office:
International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-31-80-30 Fax: +33-(0)1-41-31-80-49 North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_sales@nice.com Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800

Please send all queries, comments, and suggestions pertaining to this document to nicebooks@nice.com Please visit NICE at www.nice.com

. . . . . . . . . . . . . . . 27 Survey Manager and Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Playback Over Lan/Playback Server (PBOL/PBS) . . . . 12 Administration . . 7 System Preparation . . . . . . . . . . . . . . . . . . . . . . 12 Rules Manager and Rule Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Environment . . . . . . . . . . . 23 Playback from Storage Center . . . . . . . . . . . . . . 11 Functionality Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Save as . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 ROD Desktop . . . . . . . . . . . . . . . . . . . . . . . 10 Phase 3: Install all supported products according to their Release Note and Backward Compatibility versions (depending on the products existing at the site) . . . . . . . . . . . . . . . 10 Phase 2: Define the Performance Log of CPU. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Product Installation . . . . . . . . . . . . . . . . . 21 Playback from Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Contents 5 NICE Perform . . . . 19 Playback from Logger/Storage Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Antivirus Certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . memory and I/O usage on each machine . . . 25 Media Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents Introduction and Overview . . . 13 Monitor . . . . . . . . . . . . . . . . . . . . . 11 System Components . . . . 24 Playback from All Locations (Storage Center) . . . . . . . . 21 Playback from All Locations (Loggers) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Business Analyzer . . . . . . . . . . . . . . . . . . . . . . 11 System Architecture . . . . . . . . . . . . 10 Phase 1: After Antivirus is installed . . . . . . . 17 My Universe . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Clips . . . . . . . . . . . . . . . . . . . . . . . 29 Evaluations and Form Designer from Business Analyzer . . . . . . . . . . . . . . . 31 Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 . . . . . . 35 Form Designer . . . . . . . . . . . . 36 ScreenSense . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Archive and Retrieve . . . . . . . . . . . . . . . .Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Disconnections and Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Antivirus and Remote . . . . . . . . . . . . . . . . . . 43 Client Applications. . . . . . . . . . . . . . . . . 45 Contents 6 NICE Perform . . . . . . . . . . . 41 Network Interface Card (NIC) Teaming (Optional) N+1 (R3) . . . . . . . . . . . . . . . . . . 33 Coaching . . . . . . . . 39 NMS – SNMP Traps . .Antivirus Certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Media Library. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Mark such tests as NA or remove your issue from the testing report at the end of the testing phase. some of the testing will not be applicable. and covers many configurations and components.Introduction and Overview Introduction and Overview This document provides the testing procedures needed to certify a required antivirus for a NICE Perform system. This document is relevant for NICE Perform Releases 1.Antivirus Certification . 2 and 3. When you use this document to certify a specific commitment and not a complete release. 7 NICE Perform .

No. Define the system with the proper license package. Re-installation tests to certify the antivirus installation on top of NICE products will be developed at a further stage.Antivirus Certification . test the firewall or NAT/PAT. Specify the tested . Working according to the System Requirements document. • SQL password should not be nice:nice (change it from the Database plugin after system installation. Security: Passwords • NICE SuperUser password should not be nice. and include the required Antivirus port in your testing report.NET versions on clients and servers. Security: Media Encryption NTP Environment Decide whether the system works with encrypted media (available only with Release 3 SP2 and above). Servers and Clients .Design Considerations manual. The servers should be synchronized with the network time protocol used on the site. 5. 8 NICE Perform . 6.System Preparation System Preparation • • The tests should be performed on clean machines. 1. 8. 9. Change it after system installation. Run the tests while the system is working in full production (i. License Performance 4.) Checked/Details 2.e. 3. Subject Server/Consolidation Request The servers configuration and specifications should follow the instructions in the NICE Perform Solutions . Document the versions tested in the report. high call rate and archiving during testing phase). Install the required antivirus prior to the NICE Perform installation.NET and OS IE and MS Updates Security: System ports 7.

13. Document the domain with which the servers run and its group policies. Install all Hot Fixes available at the Tier4 site. Subject Remote Access SW Request Choose the remote connection to be tested along with this Antivirus. 9 NICE Perform . 10. 12.System Preparation No. Options supported by NICE: • pcAnywhere • Remote Desktop Checked/Details 11. Voice Logger Types Domain NICE Hot Fixes Document the logger type. version and connectivity at the site.Antivirus Certification .

Phase 3: Install all supported products according to their Release Note and Backward Compatibility versions (depending on the products existing at the site) • • • • • • • • • • • • • • • Application Server SQL Server SW and service pack.Product Installation Product Installation Phase 1: After Antivirus is installed Define the following: • • Run Scan task on all machines (scheduled to run every hour). with high storage capacity for the logs Install all hot fixes. Active Real Time protection.Antivirus Certification . Phase 2: Define the Performance Log of CPU. 10 NICE Perform . memory and I/O usage on each machine • Keep the Performance Log as an appendix in the testing report. and SQL Auto Setup Database Setup NICE Interaction Center. which includes Call Flow Analysis Audio Analysis Playback Server (prepare extensions for Instant Callback and Feedback scenarios) Voice Logger (and backup if needed) Media Library and printer NICE Screen Logger/ScreenAgent ScreenSense Server/Agent NICE Storage Center Prepare Client (follow Client CD) NMS Set log files to debug level.

Antivirus Certification . NICE Product OS\SP CPU RAM NICE Version/SP System Architecture Specification in this testing phase No. Subject Server Consolidation Server/Client . 4. 2. 3.Environment Environment System Components Document the tested environment in the following table. 9. 8. 7. specify domain user) Security: Media Encryption NTP Environment Remote Access SW type/ version Domain Comments Yes/No 6. Yes/No Yes/No Yes/No 11 NICE Perform .NET Voice Logger type/version Security: Firewall (ports enable) Security: SQL Server Password NICE Superuser password (if domain. 5. 1.

3.Functionality Tests Functionality Tests The following tests specify the NICE Perform functionality for the various NICE Perform applications. No. Administration IMPORTANT Scan and Live Update are running on the Applications and SQL Servers. • Save it. along with its private profile. • Rule works according to the group to which it applies. 4. All the tests should be performed from Client Workstations. Define Agent • • • • Define agents/system users Attached profile to the user. • Attached group profile • Define group rule • Delete group • Profiles: User inherits privileges of its group. Define rule for the user Delete the user • Agent’s details appear in Monitor and Business Analyzer apps. and specify that testing the application is not required. 1. Define Group • Define group • Assign agents/system users in the site • Group appears in Monitor and Business Analyzer apps. mark the Actual Result section with NA. Profile • Define a new profile with all the privileges on all the applications and all the users and groups. please generate at least one of the test steps while Scan and Live Update are running on the server. • • • When some of the components are missing. • The profile was saved successfully. Step Name Plugin Description Define the servers in the plugin.Antivirus Certification . While performing the functionality tests below. Specify: • • • • Authentication Locate Order Media Server Playback ports should be mixed Instant Callback/ Feedback. 12 NICE Perform . • Rule works according to the agent to whom it applies. Expected Result Actual Result 2.

Rules Manager and Rule Engine IMPORTANT Scan and Live Update are running on the SQL and SC Servers. Actual Result • Change NICE superuser password from main menu • No login issues. • Add the “iArchiveClass” column to the preferences in the Business Analyzer. In this section we will add rules to the system No. • QA scheduling rule 99% • Selective rule 99% • Negative rule specific agent • Rule is inserted into the database and calls are recorded according to it. 1.xml. • Set parameters in the filter. Storage Center archives to the specified destination. Play from Storage Center Make sure that in the SysAdmin the Locate order is Storage Center Only. Expected Result • System and login work with the new passwords. and select to play the files from the Business Analyzer.Functionality Tests No. Scheduler Rule Add new rule for voice and screen recording. Files are retrieved from the Storage Center and played (in Playlist. • Agent in negative rule will never be recorded (besides client request of ROD and Monitor types). Step Name Password Changes Description • Change the database nice password from plugin. destination is the Storage Center’s archiving path).Antivirus Certification . • Initiator type equals the rule type (selective/negative). 3. 13 NICE Perform . Expected Result Rules Manager window opens. Actual Result 2. • Use a user with appropriate privileges. Storage Center Rule • Add Storage Center rules (archive voice and screen). • Select the Rules Manager. 4. • Can query and play the call in Monitor and Business Analyzer. Step Name Rules Manager Description From the accessories dropdown menu. • Verify that iArchiveClass = 1 for archived calls. 5.

• Add a new Score Card rule to the system. • Go to preferences in the Business Analyzer. Expected Result Calls are archived and retrieved to and from ESM. • Save the rule. • Verify that you have a specific word in the Lexicon Manager. 5. • Add a new Audio Analysis rule. 8. The words from the lexicon are found.Antivirus Certification . Words are added successfully. • Save the rule. A word was found in the call and there is a mark at the location where it was found in the call. Search for specific words • Choose a call that has the word disconnect and select to analyze and search for that word in this call. 14 NICE Perform . 11. Query for classified calls • Use the Business Analyzer to search for calls that are classified as yes (calls that are yes are 1 in the DB. Both sides of the call are analyzed. Both sides Add a new Audio Analysis rule that will analyze both sides of the call. New column in tblReserved • Verify that a new column is added to the relevant tblReservedXX table. Add Audio Analysis rule • Choose to analyze the agent side. Archive class should be 2. • Enter the formula for calculating the score of calls. Step Name ESM Description Archive the calls to ESM and retrieve them from ESM. and add that column to Complete and Segment View. Word Spotting Use the Lexicon Manager and add a few word groups to the system. 7. Add Classification rule • Add a new Classification rule to the system. • Compare the results with the results in the tblreserved table in the Interactions Database. Rule is saved and calls are classified. Actual Result 6.Functionality Tests No. New column is added to complete and segment views. • All results from the tblreserved appear in the Business Analyzer. Add Score Card rule Rule is saved and calls are given scores. all the rest of the fields are empty). 10. • All the classified calls appear in the Business Analyzer. • Select the proper Lexicon Manager group. • Enter the filter for classifying calls. 13. 12. 9.

Functionality Tests No. Actual Result • A call is found using the Business Analyzer search engine. (Shouting. Step Name Talk Over Analysis Description • Add a new Audio Analysis rule. • The analysis is accurate. • Search for this call in the Business Analyzer. • Search for this call in the Business Analyzer. 15. 15 NICE Perform . • Call is found using the Business Analyzer search engine. • Make a call with Talk Over (both sides talk at the same time. 14. whispering). • Only calls that match the filter are analyzed.Antivirus Certification . interrupt each other). • Select the Audio Analysis parameter for the Talk Over Analysis. • Enter a filter to the rule (only calls that meet the filter should be analyzed). • Make a call with big and sudden changes in the tone. Expected Result • Only calls that match the filter are analyzed. and of duration above 30 seconds). calls from a specific agent group. Emotion • Add a new rule for Emotion Analysis. • Enter a filter for calls that you want to be analyzed (for example. The analysis is accurate.

• Log in using the phone of one of these agents. define agents according to Agent ID. 4. with head phones. Start call • Start a call between Agent with Extension and Agent with Agent ID. Step Name Open the Monitor Section Agents logged off Log in with agents Description Go to the Monitor section in the NICE Perform Applications. • Open the Monitor application. 16 NICE Perform . • In the call details that are shown. • Recording initiator is ROD. • Select an agent with ScreenAgent installed and perform ROD on the call. Agents are grayed out. • Look at the icons. In the Monitor application. 5. verify that the record initiator is Monitor. 7. Current ROD voice + screen • From the Settings button (next to the Edit Columns button) choose the media type to be screen + voice. 3. • During open call. Call is heard.Antivirus Certification . 6. Call is played both Instant Callback and over LAN from beginning of recording until Play request. the login event is accepted and the Agent’s icon becomes yellow. • Voice and screen are played back well. No. (Agents with Agent ID and not Extension. Play back open call • Open Monitor. Look at agents that are logged off.) • In the User Administrator application. 1. Monitor call • Monitor both sides of the call – one side each time.Functionality Tests Monitor IMPORTANT Scan and Live Update are running on the Applications and CLS Servers. ask to play back the call. Icons for both Extension Agent and ID Agent appear yellow. Expected Result Actual Result 2. • Check that recording initiator is ROD and that the call is recorded without exceptions and is played back successfully. and view the agents that are not logged in.

3. Actual Result Reporter IMPORTANT Scan and Live Update are running on the Reporter and SQL Servers. Report added and saved in the system.Functionality Tests No. Expected Result Templates are imported successfully. import the templates. Record and Play Description From a client machine. Expected Result Login is successful. • View the results and verify them against the expected information. • Choose a template and type the rest of the information in the filters. • A graphic display of information. if any.) Expected Result Data is saved for the required interaction. Run reports • Select each created report and run it. 17 NICE Perform . Begin an interaction. Step Name Business Data Description Insert Business Data from Monitor application (follow instructions in the Monitor Guide. Record and Play are performed successfully. is correctly displayed.Antivirus Certification . • All the reports run successfully and the results are correct. Step Name Install the Reporter templates Add a new report Description From the Report Administrator. and record it through the client application. Actual Result 2. No. No. 1. • Save the report. 8. 1. Step Name ROD Desktop Login. Actual Result ROD Desktop IMPORTANT Scan and Live Update are running on the CLS and Applications Servers. log in to the system as an ROD Desktop User. • Click the New Report button.

Interaction played successfully. Step Name Print report Description • Select a report and open it.Antivirus Certification . select to print that report. 18 NICE Perform . Actual Result 5. Play from Report • Run query with interactions results. 4. • From the menu at the top left corner. Expected Result Report is printed. • Play interaction from the report results.Functionality Tests No.

The My Universe portal opens showing your default view. Playback • Select the My latest interactions component to be displayed. the portal displays the view that you used in your last session. View Manager window appears. Call is played back successfully. you can create and modify views. • If you do not have a default view. 3. Select components Select all the components and move them to various places in the window. • Components are placed according to the desired settings. 2. Open Evaluation • Select the My latest evaluations component to be displayed.Functionality Tests My Universe IMPORTANT Scan and Live Update are running on the Applications and SQL Servers. • The window is empty. • If several views are assigned to you. 5. Expected Result • My Universe opens. Application Settings window appears. 4. • If you have the proper privileges. click the Select view tab in the Views toolbar to select a view for display. • Select an evaluation from that component and click the Open button. Actual result In the top right corner of My Universe.Antivirus Certification . click . Click Settings > Application Settings. Step Name 1. Evaluation opened successfully. • Verify that the results for each component are correct (including the statistic information at the bottom of each component). Open My Universe 2a) Releases I and II Application Settings 2b) Release 3 View Manager Description Click the My Universe button. • Select a call from that component and click the Play button. 19 NICE Perform .

Functionality Tests Step Name 6. • Create a new view. Expected Result Coaching package opened successfully. 9. • Log in with users for which adjustments were performed. • Select a report from that component and click the Open button. Report opened successfully. Open Feedback • Select the My latest feedbacks component to be displayed. 9b) My Universe (for all users) Releases 3 • Log in with the username of a specific user that has privileges to edit My Universe for all users. Feedback opened successfully. 9a) My Universe (for all users) Releases I and II • Log in with the username of a specific user that has privileges to edit My Universe for all users. Open Report • Select the Scheduled Reports component to be displayed. Changes were made for all users by the specific user with editing privileges. Changes were made for all users by the specific user with editing privileges. Actual result • Select a coaching package from that component and click the Open button. and mark the Make this view available checkbox. 7. 8. • Log in with users for which adjustments were performed. Open Coaching Description • Select the My coaching packages component to be displayed. 20 NICE Perform . • Select a feedback from that component and click the Open button. Assign it to all users. • Select Adjust to all users.Antivirus Certification .

• Click Play. • All interaction are played continuously. Expected Result The NICE Player opens and plays the selected interaction. • When clicking Next call. 21 NICE Perform .Functionality Tests Playback from Logger/Storage Center. Changing between Manual and Auto was successful. Playback from Logger Actual Result Step Name 1. select Manual dial. 4. • Select Menu > Settings > Output.Antivirus Certification . • If the current selection is Manual. 5. Playback Over Lan/Playback Server (PBOL/PBS) IMPORTANT Scan and Live Update are running on the Applications and SQL Servers. the next interaction on the play list is played. • From the Player menu select: Settings > Continuous Playback. Playback voice + screen. change it to Sound card. • Change selection to Auto. Sound card is selected successfully. • Click Next call. Select a relatively long Voice and Screen interaction and verify that the voice and screen are synchronized the entire interaction. Open Player Description Open the Business Analyzer and double-click an interaction or click the Play button. and verify synchronization between voice and screen Move between Manual and Auto Move from Manual to PBOL Playback in continuous mode 3. • Select Menu >Settings > Output. Voice and Screen are synchronized from the beginning to the end of the interaction. 2. • Select a few interactions from Business Analyzer.

• Play an interaction (more than 10 seconds long). 10. Skip Backward Description • Select an interaction with Audio Analysis and ScreenSense events and play it. Sound waves are shown correctly. • Click Skip Forward button and Skip Backward button. Actual Result • From the menu select: View > Events > ScreenSense • Select Audio Analysis and ScreenSense events. Display events: Audio Analysis. • Click Add and add a text annotation. • Click the Skip Silence button. Expected Result Audio Analysis events are shown as white bubbles and ScreenSense events are shown as blue squares.Antivirus Certification . • Select a voice or voice + screen interaction and play it. 9.Functionality Tests Step Name 6. • Select interaction with silence parts and play it. Annotation is added successfully. (sound wave status should be defined from the application plugin). 22 NICE Perform . • From the player menu select: View > Sound wave display > Default. • Select an interaction and play it. 7. Player skips 10 seconds forward or backward respectively for each click. Player skips the silence parts successfully. ScreenSense Add annotation (R3 Only) View sound waves in Player (R3 Only) Playback with Skip Silence Skip Forward. 8.

Actual Result Step Name 1. Verify that recordings are played from the Logger by checking the recording path in Playlist. Play Interaction Description Open Business Analyzer and select the Interactions tab. 7. Play Contact Open the Business Analyzer and select the Interactions tab. Select a complete interaction and play it. Expected Result Interaction is played successfully. Query for Complete. • Open a feedback survey and click Play to play the attached interaction. Play From Feedback • Open Business Analyzer and select the Feedback tab. Set Locate Order to No Storage Center. Query for Clips and play a clip. Open the Reporter and select a report. play an interaction from relevant views. Query for Evaluations and play from evaluation. Play an interaction from a report. Select an interaction and play it. 4. Play from My Universe Open My Universe. • Query for Feedback.xml.Functionality Tests Playback from All Locations (Loggers) • • • Verify that all the recordings exist on the Loggers. Open the Business Analyzer and select the Clips tab. Interaction is played successfully. 6. Interaction is played successfully. Interaction is played successfully. Interaction is played successfully. Interaction is played successfully. Query for segments. 2. Play From Report Play From Clip Interaction is played successfully. Play Evaluation Open the Business Analyzer and select the Evaluations tab. 3. 5. 23 NICE Perform .Antivirus Certification .

Verify that recordings are played from the Storage Center by checking the recording path in Playlist.) 24 NICE Perform . Step Name 1. • From the Player menu select: Settings > Continuous playback. • Click the Next call button. Changing from Manual to Auto selection was successful. Expected Result Interaction is played successfully and synchronization is kept during the whole interaction duration. 5. • If the current selection is Manual. Sound waves are shown correctly. Switch to second call Description Select and play a relatively long voice + screen interaction from the Storage Center. All interactions are played continuously. select Settings > Output. Verify synchronization Change from Manual to Auto selection Change from Manual to PBOL Continue Playback.xml. • From the Player menu. Playback voice +screen. When clicking the Next call button. • From the Player menu. • Select a few interactions from Business Analyzer. 3. the next interaction on the play list is played. • From the Player menu select View > Sound wave display > Default. Set Locate Order to Storage Center Only. 4. (Sound wave status should be defined from the Application Plugin. View sound waves in Player • Select a voice or voice + screen interaction and play it. • Verify that the interaction is played from the Storage Center. Sound card was selected successfully. • Change selection to Auto. change it to Sound card. select Settings > Output and choose Manual dial. • Click the Play button. Actual Result 2.Antivirus Certification .Functionality Tests Playback from Storage Center • • • Verify that all recordings were archived to the Storage Center (SC).

• Select a report. • Select a complete interaction and play it. Play from Evaluations • Open Business Analyzer and select the Evaluations tab.Antivirus Certification . • Play an interaction from relevant views. 25 NICE Perform . Play Interaction Description • Open Business Analyzer and select the Interactions tab. Play from Report • Open Reporter. 2. • Query for Complete. Interaction is played successfully. 4. Interaction is played successfully. • Select an interaction and play it. 5. Play from My Universe • Open My Universe. Interaction is played successfully. Expected Result Interaction is played successfully. Interaction is played successfully. and click Play to play the attached interaction. • Play an interaction from that report. • Query for Feedback. 6. Play Contact • Open Business Analyzer and select the Interactions tab. • Query for Clips and play a clip. Interaction is played successfully. 3.Functionality Tests Playback from All Locations (Storage Center) Step Name 1. Interaction is played successfully. 7. Actual Result • Query for segments. • Open Business Analyzer and select the Feedback tab. (verify it is played from the Storage Center). • Query for Evaluations and play an interaction from evaluations. • Open a feedback survey. Play from Clip Play from Feedback • Open Business Analyzer and select the Clips tab.

and the Player's log should indicate direct access to the logger without the Media Server's intervention. Media Server . Save as NMF voice + screen Description • Select a voice + screen interaction and click Save. Media Server and the Media Services log should not show any traces of the call. 26 NICE Perform .Functionality Tests Media Server Configuration Step Name 1. When playing from the secondary site logger. • Save the interaction as WAV.Antivirus Certification . Save as WAV voice + screen • Select a voice + screen interaction and click Save.Auto Description • Open the applications plugin in the sysadmin in the master site. Actual Result • Under Configurations. Actual Result • Click Select prefix and type a file name. Save as ASF voice + screen • Select a voice + screen interaction and click Save. • Click Select prefix and type a file name. Expected Result The call is played. 3. • Play an interaction from the secondary site logger. 2. the player log should indicate access to local and remote Media Servers. Interaction is saved correctly and can be played from a standalone Player. • Open Business Analyzer and play an interaction from the Master Site Logger. Only the Voice portion of the interaction is saved. • Click Select prefix and type a file name. Save as Step Name 1. Expected Result Interaction is saved correctly and can be played from a standalone Player. • Save the interaction as ASF. set the Media Server Configuration to Auto and click Save. • Save the interaction as NMF.

score and questions are displayed in the Business Analyzer. 6. 9. assign as default survey. Verify that agent association. Feedback query section opens. Expected Result Actual Result 3. Close the Player window and the Feedback window. 8. click the Feedback button. 4. Go to Feedback Add Query folders Search for Feedbacks In the Business Analyzer. 27 NICE Perform . Windows are closed successfully. Set a weight for each question. • Define a new query. Generate call in the NICE Feedback workflow. All the relevant feedbacks are shown. 10. Save survey with different question types and results. 2. add a folder for storing query results. 7. Survey Manager and Feedback Step Name 1. In the Playback Server plugin. Prompt Recorder Save Survey Description Record prompts for a survey.Functionality Tests Feedback IMPORTANT Scan and Live Update are running on the Applications and Client Servers.Antivirus Certification . • Run the query. The survey is heard successfully. • Type all the details about the required feedbacks. In the public and private sections. in the Manual Transfer configuration and fill in the survey. Assign Survey 5. Play Feedback Close the Player and Feedback windows Mark a question and click Play.

Display Feedback Mark a feedback and click View Feedback.Functionality Tests Step Name 11. The feedback is displayed with all questions and respective scores.Antivirus Certification . Display Feedback in the different applications Description Ask to view the survey and its questions and results from the following applications: • • • • Business Analyzer Contact Business Analyzer Feedback My Universe Reporter Expected Result Survey is presented with all its details from these applications. 28 NICE Perform . Actual Result 12.

• Select a call from the interactions query. Actual Result 2. and select to query according to that business data. All relevant query results are shown. The clip recording is successful. Expected Result Business Analyzer opens. Clip Voice and Screen • Log in as a user that is also an agent with an extension. including the clip creator’s voice and screen. Log in to NICE Applications Add a new public query for segment Description In the Web applications. • Select an interaction. 7. Save and send Voice and Screen Business data Add business data to some of the calls. Query gives the correct results. • Create a clip by recording voice and screen.Antivirus Certification . • Add all the required filter details. Analyze on demand Call gets highest priority for content analysis. Emotions. click the Business Analyzer tab. • Save and run the query. • Right-click that call. 5. • Look at the results in the four different graph views. 29 NICE Perform . Folder is added. Interactions Step Name 1. 6. Change to graph view • Run a segment query and change to graph view. • Return to table view. 4.Functionality Tests Business Analyzer IMPORTANT Scan and Live Update are running on the Applications and Client Servers. • Enter a new public query for segment. and click Analyze Content. (Words. Talk Over…). • Add a new folder in the public query. 3. • Select the features that you want to search for. The correct results will be shown.

Actual Result 9. and click the Feedback button. Expected Result The coaching package appear in the selected user’s My Universe. you see the analyzed call according to the defined parameters of the Audio Analysis query. The survey opens with the information that the customer keyed in.Antivirus Certification . Coaching interaction Description Save the coaching package and sent it to a user with attached evaluations. In the results. files and feedbacks.Functionality Tests Step Name 8. clips. Create and run a query that contains parameters for showing the Audio Analysis. Feedback 10. Select an interaction whose survey details were keyed in by the customer. Run query 30 NICE Perform .

Verify that the graph was printed successfully. Evaluations graph view Print Graph Print Graph Run a query and choose Graph View > Evaluations graph. Verify that each call has its own colored square. 2. • From the Evaluation tab choose the new evaluation from a query. Verify that the graph was printed successfully. Print the graph with the results. 7. Actual Result • Define the forms that the current user will be able to see and use in the Business Analyzer and click Save. Forms definitions Description • In the Business Analyzer choose Preferences > General. After running a query. 4. Call is played. 3.Antivirus Certification . then click the Play Recording button to play back the interaction. Check that the selected values are saved. 31 NICE Perform . Evaluate user Open evaluation Playback from evaluation Click the Evaluate User button. Print the graph with the results.Functionality Tests Evaluations and Form Designer from Business Analyzer Step Name 1. select an evaluation from the result table. Expected Result The forms will be viewable/ usable by the current user in the Business Analyzer. then select a form and evaluate a user. The Evaluation window appears with the saved information in it. The Evaluation window appears. 6. 5. • Choose a voice + screen interaction and choose to evaluate it in the Interactions tab. • Evaluate using a form that you choose and save it.

• Add all the required filter details. 3. Expected Result Audit Trail query opens. Open Audit trail Add a new public query Add a new private query Description From the Business Analyzer open the Audit Trail by clicking the Query icon.Functionality Tests Audit Trail IMPORTANT Scan and Live Update are running on the Applications Server. • Add all the required filter details.Antivirus Certification . • Enter a new public query. Actual Result 2. • Save and run the queries. Step Name 1. • Log in as two different users and enter new private queries. All relevant query results are shown. 32 NICE Perform . • Save and run the query. All relevant query results are shown.

6. Clip voice and screen • Log in as a user that is also an agent with extension. Save the clip. Login application Description In the web applications. 4. The clip recording is successful including both voice and the creator’s screen. The clip will be recorded again and will overwrite the previous clip. Stop recording Second record Play clip Save Query 7. 8. Step Name 1. From the Interaction tab. • Create a clip with voice and screen recording. The clip recording begins. Actual Result 2. Click the Play button. Folder is added. Play clip The playback application opens and plays the clip that was just created.Functionality Tests Clips IMPORTANT Scan and Live Update are running on the Applications and PBS Servers. Select the Clip module and run a query for the clips that were created in the last hour. 3. The clip is saved. The NICE Clip Recorder window is minimized. 5. Double-click a clip. Click the Record button in the clip recorder once more. Add a new public query • Enter a new public query. select Business Analyzer and click the Clips tab. 11. • Add a new folder in the public query. Expected Result Select Business Analyzer > Clips. Stop recording (hotkey F4). Login as agent Clip on interaction Log in to the system with a user that is also an agent. It is possible to hear and watch the clip. • Add all the required filter details. 10. Clips open. create a clip recording of an interaction of voice or voice + screen. Verify that you see the clips.Antivirus Certification . query an interaction. 9. • From the Business Analyzer. 33 NICE Perform . All relevant query results are shown. The recording is stopped but the call is still open. • Save and run the query.

Antivirus Certification . Clip in the Storage Center Description Playback a clip which was backed up to the Storage Center. Expected Result Playback is successful. Actual Result 34 NICE Perform .Functionality Tests Step Name 12.

The attachment is added and all items related to it are also added. • Select the Coaching module from the Business Analyzer. • Create a new public query. • Select various files to be attached to the package. Folder is added. All relevant query results are shown. • Select the interaction. • Add all the required filter details. the following message is issued: The selected attachment has no related items. and click the Create Coaching Package button. the package is saved in the draft folder under the Coaching module). Add a new public query • Add a new folder in the public query. clips and files (PPS. • Save and run the query. Expected Result Actual Result 2. Create coaching package • Click the Create Coaching Package button and a new window for creating a coaching package appears. Verify that the package appears under the Coaching module in the Business Analyzer. If there are no attachments. 5.Antivirus Certification . feedbacks. txt. The package is created and can be sent now or later (if later. Login Description • Log in to the system as an agent.Functionality Tests Coaching IMPORTANT Scan and Live Update are running on the Applications Server.). Attaching related items • Run an Interaction query. etc. Step Name 1. 35 NICE Perform . • Add attachments from any of the following types: interactions. and click Add Related Items. and the total size of the attached files cannot exceed 20 MB. doc. You can attach a file of up to 10 MB. 4. • Select the Attachment. evaluations. 3. Send Coaching package Click the Send Package button.

move some sections to the next page. Actual Result • Create a new form. • Define some sections with subsections. Expected Result Login is successful. Form is edited successfully. Save a form and run it from the Form Designer. required. Form Attributes Edit some form attributes using the customize layout and the form wizard. comment area. link to pop-up note). Login and New Form Description • Log in to the Form Designer as SuperUser. area information. 36 NICE Perform . define various kinds of questions (also negative values. • Save the form.Functionality Tests Form Designer IMPORTANT Scan and Live Update are running on the Applications Server.Antivirus Certification . define also critical to form/ section. For example. Step Name 1. Enable marking section as N/A. 3. Save Form Check that all questions and answers are as defined. 2.

Functionality Tests ScreenSense IMPORTANT Scan and Live Update are running on the NiceScreen Logger and ScreenSense Servers. The login user listens to all the events that he/she defined. 4. 5. which include several events. Activate triggers All the notifications are written in the ScreenSense Database. Create a new events group and attach users/users group to the events group. You can successfully play all the interactions. 6. Server restart Description Restart the computer which contains the ScreenSense Server and verify that the service is up without any problem. Step Name 1. and play these interactions. Log in to the ScreenSense Manager as SuperUser.Antivirus Certification . by checking the log file. 3. Create some ScreenSense interactions. Actual Result 2. Player 37 NICE Perform . All the actions are working as they should without any problem. and you are able to see the events with their details on the Player timeline. Login New events group Login with user Login is successful. Activate some triggers and open the ScreenSense Database to see whether the notifications are written in it. Activate event's trigger with actions and look in the monitor in order to see if the actions occurred. Log in with a mapped user and verify that the user listens to the events that he/she defined. Verify that you can see the events in the Player. Check actions 7. Expected Result The service starts without any problem. Events group is created successfully.

and the status of Device 2 changes to Retrieve. Retrieve • Wait until interactions are archived to the media. Automatic archiving Description • Set both backup devices to Automatic Archiving. 38 NICE Perform . Expected Result The media in Device 1 is loaded (with overwrite) and start archiving. Actual Result • Insert a new media into Device 1. • Eject media from Device 1 and set Device 2 to retrieval. The media is ejected.Functionality Tests Backup IMPORTANT Scan and Live Update are running on the Voice/VoIP Logger Server. continuous. Archive and Retrieve Step Name 1. 2.Antivirus Certification .

Play the call. • Set and run a query of all media recorded in the last hour. 4. 5. Insert media to archive. 3. 6. Step Name 1. Actual Result 2. Media Library prints a label with the information of the Logger that was archived and the date. The call was retrieved. Retrieve The Retrieve Wizard writes the media to retrieve. Expected Result Installation completes successfully. then click the Retrieve icon at the right of the screen (next to the hand .Antivirus Certification . • Open the Business Analyzer. • Choose one of the voice calls. The Retrieve Wizard starts. then starts retrieving. Play retrieved recording The call is played correctly.abort query icon).Functionality Tests Media Library. 39 NICE Perform . IMPORTANT Scan and Live Update are running on the Media Library and Voice/VoIP Logger Servers. Set Media Library and Printer Server Archiving bar Description Install the Media Library and Printer Server. Archiving starts and you can see in the Backup application that the archiving bar is filling up. Media Library prints label Retrieve Wizard Wait until the media is full and is automatically ejected.

• Assign all servers to be monitored in the NMS server. 40 NICE Perform . Actual Result • Verify that traps are sent to the NMS console and appear in 2DMAP. Step Name 1. Check traps Description • Define NMS in plugin. Expected Result Verify that at least one trap for each agent is being sent successfully and displayed correctly in the console.Functionality Tests NMS – SNMP Traps IMPORTANT Scan and Live Update are running on the NMS Server.Antivirus Certification .

Description While the system is working and recording calls. 2. Look in all the CTI and application windows that all windows keep working (and are not stuck) and that there are no exceptions/ alarms. System recognizes that the Logger is back. Wait for a few moments and reconnect the LAN. 3. LAN disconnections 41 NICE Perform . Logger is down NiceScreen Logger Shut down the Logger while the system is working and power it up again. Disconnect the LAN from the various system components while the system is working. The system keeps working as before. etc.Functionality Tests Disconnections and Recovery IMPORTANT Scan and Live Update are running on servers that crash or are disconnected. After the LAN is reconnected. The system recognizes that the NiceScreen Logger is back and keeps working as before. the system works as before the disconnection. shut down the SQL Server. The disconnection should last no longer than five minutes. Actual Result Step Name 1. Expected Result System recovers from the shut down and keeps recording calls as before the shut down.Antivirus Certification . Restart the NiceScreen Logger. SQL Server is down while calls are coming in. Shut down the NiceScreen Logger service while the system is working. wait a few minutes and restart it. Please note that each server disconnection should result in a SNMP trap that is sent to the NMS Server. 4.

Functionality should work successfully using the second NIC. and click Monitor. Actual Result 2. Disconnection of one NIC from the teaming • Ping the IP of the server with the NIC teaming. Close the call. • Log in to the Applications. • Play back from speaker and from Instant Callback. • Playback from the speaker and from Instant Callback. Expected Result NIC Teaming is configured. Disconnect the primary NIC and ping the same IP again. 42 NICE Perform .Antivirus Certification . • Close the call. The functionality should work successfully using the second NIC. • Query the call in Business Analyzer. Ping should be successful in both cases. The NICE system is configured with the Machine name in sysAdmin plugin. • Perform a new call and check in the Monitor that it is recording voice + screen. • Query the call in Business Analyzer. with identical IP addresses. • Archive a few recordings to the Storage Center and play them from there. • Log in to the Applications. Step Name 1. • Disable the primary NIC of the Applications Server. • Archive a few recordings to the Storage Center and play them from there. Fault tolerance • Query for interactions from the Business Analyzer and play them. • Perform a new call and check in the Monitor that it is recorded as voice + screen. 3. and open Monitor. Define NIC Teaming on all servers Description The two (or more) network boards should be configured with Teaming.Functionality Tests Network Interface Card (NIC) Teaming (Optional) IMPORTANT Scan and Live Update are running on servers with the NIC Teaming.

2. Note that during the playback of the call. there are periods of silence as a result of the switching between the loggers that causes some audio loss. Actual Result • Wait a few minutes and shut down the recording logger.Functionality Tests N+1 (R3) IMPORTANT Scan and Live Update are running on Chained Loggers (one Normal.Antivirus Certification . Logger shuts down after recording has started. Relevant in Chain configuration only. Call is archived successfully on the Storage Center and can be played successfully from the Storage Center. • Query for the call from the Business Analyzer and play it. • Shut down the logger again. one Spare). • Power up the logger while the spare logger is still recording. 43 NICE Perform . Description • Initiate a call to be recorded on a logger from the N+1 chain. • Initiate a call to be recorded and archived on the normal and spare loggers. so that the audio will shift to the spare logger. • Create a Storage Center rule. Archive and play from the Storage Center – normal and spare loggers. Expected Result Locate finds the audio on both loggers and the call is played. Step Name 1. • Query for that call and play it from the Storage Center.

Actual Result Verify that the patch pack runs successfully. Reporter Antivirus and Remote Step Name 1. Actual Result 2.Functionality Tests Client Applications. the system functions properly: • Events. There are no errors on the Antivirus side. Expected Result This test also verifies that the Antivirus can be installed on the NICE Perform Server. Reinstall Antivirus Description On several servers. reinstall the antivirus. IMPORTANT Scan and Live Update are running on the relevant servers. if any. Verify that after the new installation. Player Description On clean PC with . with Stand-alone software. where the NICE software is already installed.NET: Run Reporter and install Reporter Viewer. During these operations. • Playback can be performed. can be seen. install the latest patch pack. On a clean PC with . Expected Result Player is installed from the application. Step Name 1. 44 NICE Perform . Install Hot Fix/Patch Pack on top of the active Antivirus Choose to Scan and Live Update the NICE Perform Server.Antivirus Certification . 2.NET: Install Player from the Business Analyzer through a Playback request. • NICE Applications can be opened.

4. 5.Antivirus Certification . Actual Result • From CLS TAPI tool: ScreenAgent login/logout. 3. critical or fatal message was written to the different log files. critical or fatal message was reported by the Antivirus on the Event Viewer. 6. 7. Expected Result Login/logout events are received in Call Server and Monitor. 2. 45 NICE Perform . besides the usual/known traps. memory and I/O consumption. Verify that no error. CPU. Verify that no error.Functionality Tests System Step Name 1. Verify that no error. Recording system: Driver/CLS/ Agents Description During a scan on CLS and ScreenAgent. Verify that no dump file was created during the tests (no dmp file exist in the C:\ drive). logout. Verify that there are no exceptions in the database. critical or fatal message was received in the NMS. verify that events of the following types are received in the CLS: • From Monitor app: Phone login. Check the performance log Check NICE log files Check for errors in the NMS console Check for exceptions in the database Check Event Viewer log files Check for dump file Check performance logs and observe the Antivirus process(es).

Functionality Tests 46 NICE Perform .Antivirus Certification .