NICE Supervision User's Manual

NICE Supervision User's Manual
8.9
March 2004
385A0073-09 Rev. A2
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 2004 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
5.353.168 5.861.959 5.937.029 6.122.665 6.046.824 6.330.025
6.542.602
360o View, Agent@home, Executive Connect, Executive Insight*, Experience Your Customer,
Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE,
NiceAdvantage, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NiceCMS, NICE
Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Playback
Organizer, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse,
NiceUniverse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro,
NiceVision Virtual, NiceWatch, Renaissance, ScreenSense, Scenario Replay, Secure Your
Vision, Tienna, 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
385A0073-09 Rev. A2
For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: support@nice.com
APAC Region: (Asia/Pacific)
Tel: +852-8338-9818
Fax: +852-2802-1800
email: support.apac@nice.com
The Americas Region: (North, Central, South America)
Tel: 1-800-NICE-611
Fax: +720-264-4012
email: support.americas@nice.com
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: support_helpdesk@nice.com
For general information on NICE Systems products please contact your local distributor or the
nearest NICE Systems office:
International Headquarters-Israel
North America
Tel: +972-9-775-3100
Fax: +972-9-775-3070
email: info@nice.com
Tel: 1-800-663-5601
Fax: +201-356-2197
email: na_sales@nice.com
United Kingdom
Germany
Tel: +44-8707-22-4000
Fax: +44-8707-22-4500
Tel: +49-(0)-69-97177-0
Fax: +49-(0)-69-97177-200
France
Hong-Kong
Tel: +33-1-41-31-80-30
Fax: +33-1-41-31-80-49
Tel: +852-2598-3838
Fax: +852-2802-1800
Please send all queries, comments, and suggestions pertaining to this document to
nicebooks@nice.com
Contents
About NICE Supervision
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
PART I - NICE Supervision General Capabilities
1
Getting Started With NICE Supervision
15
Starting NICE Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

NICE Supervision Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
NICE Supervision Window - Text View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
NICE Supervision Window - Graphic View . . . . . . . . . . . . . . . . . . . . . . . . . 20
NICE Supervision Window Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Changing Your NICE Supervision Password . . . . . . . . . . . . . . . . . . . . . . . . 21
Exiting the NICE Supervision Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2
Managing NICE Supervision Alarms
25
Setting Up NICE Supervision Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Setting Alarm and Faxing Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Setting Automatic Dialer Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Enabling and Disabling Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Responding to Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Manually Faxing Supervision Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Contents
NICE Supervision Users Manual V8.9 Rev. A2
3
NICE Supervision Reports
35
Using the NICE Supervision Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Creating a Channel Information Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Creating Channels Statistics Alarms Reports . . . . . . . . . . . . . . . . . . . . . . . . 42
Creating Call Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Switching to Different Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Creating a Standby Logger Statistics Report . . . . . . . . . . . . . . . . . . . . . . . . 48
PART II - NICE Supervision Product Specific Capabilities
4
Supervising Loggers
53
Defining Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Viewing a Voice Loggers Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . . . 55
Viewing Configuration Details for a Logger. . . . . . . . . . . . . . . . . . . . . . . . . . 56
Setting Up a System-Wide Recording Schedule . . . . . . . . . . . . . . . . . . . . . . 58
Disabling Scheduled Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Uploading/Downloading Voice Logger Information . . . . . . . . . . . . . . . . . . . 62
Managing the Loggers Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Synchronizing all Logger Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Configuring the Loggers Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Setting the Loggers Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Adjusting Clocks for Daylight Savings Time . . . . . . . . . . . . . . . . . . . . . . . . 66
Centrally Configuring Logger Channel IDs . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Viewing Debug Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Reset Logger Mirroring Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Resetting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Shutting Down a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Coldstarting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Contents
5
Supervising Media Library Servers
73
Defining Media Library Alarm Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Viewing a Media Library Servers Self-Test Results . . . . . . . . . . . . . . . . . . . 75
Viewing Configuration Details for a Media Library Server . . . . . . . . . . . . . . 76
Creating a Media Library Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
6
Supervising NiceCLS Servers
79
Defining NiceCLS Servers Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Viewing a NiceCLS Servers Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . 81
Viewing Configuration Details for a NiceCLS Server . . . . . . . . . . . . . . . . . . 82
Scheduling NiceCLS Working Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
7
Supervising NiceScreen Loggers
85
Defining NiceScreen Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Viewing a NiceScreen Logger Self-Test Results . . . . . . . . . . . . . . . . . . . . . . 87
Viewing Configuration Details for a NiceScreen Logger. . . . . . . . . . . . . . . . 88
PART III - Appendices
A
Warning and Error Messages
91
Voice Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

NiceCLS API Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
NICE Media Library BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
NiceScreen Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
TIM BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
AMU Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Contents
B
Sample Call Activity Reports
109
Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

3D Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Area Graph. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
3D Area Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
3D Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
3D Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Glossary
115
Index
125
Contents
About NICE Supervision

Introduction
Welcome to NICE Supervision, an easy-to-use Microsoft Windows-based software application
that provides the convenience of supervising all NICE components from one Supervision window.
The following products are monitored by NICE Supervision: NiceLog Loggers, NiceCall Focus
Voice Loggers, Media Library Servers, NiceCLS Databases, and NiceScreen Loggers.
NOTE: NiceCall Focus Voice Loggers can be supervised by NICE Supervision when
logging into a NiceCall Focus Logger from a NiceLog Logger. For more information,
see the NiceCall Focus Users Manual.
This manual describes the monitoring capabilities of NICE Supervision. For more information
about the NICE products that are monitored by Supervision see the NiceLog Users Manual,
NiceUniverse Users Manual, NICE Reporter User Manual, and NiceCall Focus Users Manual.
You can perform the following functions using NICE Supervision for all of your supervised NICE
products:
Identify alarm conditions
Set up alarm notification procedures, including triggering an audible alarm, faxing a message,
and sending a pre-recorded message to a pager or answering service
Respond to warning and error messages
View current status and configuration details for all NICE supervised units
View an audit trail of all reported events, alarms and error messages
Generate reports of status and configuration information for each NICE supervised unit
NICE Supervision also enables the System Administrator to connect directly to Loggers to
perform additional configuration and reporting functions.
9
About this Manual
About this Manual

This manual describes how to set up and respond to NICE Supervision alarms, and how to perform
system functions that are available with NICE Supervision for individual NICE products. This
manual is divided into the following parts:
PART I - NICE Supervision General Capabilities
Chapter 1 - Getting Started With NICE Supervision
Explains how to start and exit NICE Supervision, how to change your password, and how to use
the NICE Supervision window tools and options.
Chapter 2 - Managing NICE Supervision Alarms
Describes how to define alarm conditions and notification procedures, how to respond to alarms,
and enable and disable alarms for NICE supervised units.
Chapter 3 - NICE Supervision Reports
Provides instructions on how to search for, display and print system events using the NICE Audit
Trail, and how to generate system reports that are unique to NiceLog Loggers.
PART II - NICE Supervision Product Specific Capabilities
Chapter 4 - Supervising Loggers
Describes the alarm events, configuration details and self-test results. Explains how to set up a
system-wide recording schedule, synchronize system-wide Logger clocks, Coldstart, Restart and
Shutdown Loggers, and centrally configure Logger Channel IDs.
Chapter 5 - Supervising Media Library Servers
Describes the alarm events, configuration details, and self-test results and reports that are unique to
Media Library Servers.
Chapter 6 - Supervising NiceCLS Servers
Describes the alarm events, configuration details and self-test results that are unique to NiceCLS
Servers.
Chapter 7 - Supervising NiceScreen Loggers
Describes the configuration details and self-test results that are unique to NiceScreen Loggers.
10
About this Manual

Appendix A - Warning and Error Messages
Lists the warning and error messages that can appear in the NICE Supervision Station for each
NICE product.
Appendix B - Sample Call Activity Reports
Lists sample call activity reports that can be created for NiceLog Loggers.
11
This page is left intentionally blank for double-sided printing.
PART I - NICE Supervision General

Capabilities
1
Getting Started With NICE Supervision
NICE Supervision is an easy-to-use software application that provides the convenience of
monitoring all NICE components from one NICE Supervision window. In the NICE Supervision
window you can set up alarms, respond to alarms, perform self-tests and view current
configuration information.
This chapter describes NICE Supervision installation, starting NICE Supervision, and the features
that are available in the NICE Supervision window.
IMPORTANT
The installation procedure for NICE Supervision, is found in the NiceLog Workstations
Applications Installation Guide.
Contents
Starting NICE Supervision ............................................................................................. 16

NICE Supervision Window............................................................................................. 18
NICE Supervision Window - Text View ...................................................................... 18
NICE Supervision Window - Graphic View ................................................................ 20
NICE Supervision Window Toolbar ............................................................................ 21
Changing Your NICE Supervision Password ............................................................. 21
Exiting the NICE Supervision Application.................................................................... 23
Chapter 1: Getting Started With NICE Supervision

15
Starting NICE Supervision

The NICE Supervision application should always be active. When NICE Supervision is active, the
screen saver on the Supervision Station is disabled. If the NICE Supervision application quits
unexpectedly (e.g., because of a power failure), restart the application immediately. If a copy of
the NICE Supervision program icon is in the StartUp group, the NICE Supervision application
automatically restarts when you restart Windows.
If you do need to exit from the Supervision application, you will be prompted for a password.
To start the NICE Supervision application:

1. In the Start menu, choose NICE Supervision in the NICE program group.
The Login Supervision window appears.

Figure 1-1
Login Supervision Window
2. Type your NICE Supervision Login name and Password in the appropriate fields and click
OK.
NOTE: For more information about logging in to NICE applications, see the NICE
Administrators Manual.
The NICE Supervision window appears.

16
Figure 1-2
NICE Supervision Window - Text View
Menu Bar
Toolbar
Status Bar

17
NICE Supervision Window

The NICE Supervision window displays information about the current operational status of all of
the NICE components that the logged-in user is authorized to access throughout the NiceLog
System.
Any combination of the components is called your NiceLog System. The components that
appear in the NICE Supervision window are called supervised units. The person that administers
NICE Supervision is called the NiceLog System Administrator.
You can switch the NICE Supervision window between two different views: Text view and
Graphic view.

When the NICE Supervision window is in Text view, a table lists the most recent message for each
supervised unit. Messages include a warning, a notification that an error has occurred, or a
message requesting that a task be performed (e.g., replacement of a Loggers archiving DAT
cassette because it is full).
To switch the NICE Supervision window to Text view:
In the NICE Supervision window, choose Text in the View menu.

Figure 1-3
When the NICE Supervision window is in Text view, each row displays information for a
specific Logger or other supervised unit.
To sort Loggers and Servers according to their name or Number ID, from the View menu,
select Sort.
18
NOTE: NiceLog Voice Loggers and NiceCall Focus Voice Loggers are referred to as
Loggers in the unit column. If you have NiceLog or NiceCall Focus installed, use the
name column to help identify each Logger.
The following columns of information appear for each supervised unit:
Unit
Unit types include: (This is a partial list, given as an example)

Logger
Voice Logger, NiceScreen Logger, NiceCall Focus Voice Logger
CLS
NiceCLS Server
MEDIALIB
Media Library Server
Name
Name that the NICE System Administrator assigns to each supervised unit.
Alarm
Graphically represents the alarm status for each supervised unit. When an alarm is
disabled, fax notification, or notification by an audible alarm no longer occurs.
This usually means that the alarm has already been acknowledged and corrective
measures are being taken.
The alarm icons are:

Alarm is detected and the alarm is enabled.
Alarm is detected and the alarm is disabled.
No alarm is detected and the alarm is enabled.
Blank
No alarm is detected and the alarm is disabled.
Status
Message indicating the current status of each supervised unit.

Each supervised unit continuously performs a self-test on its internal hardware and software. If
the self-test indicates that the supervised unit is operating normally, then Test OK appears. If
the self-test indicates a problem in the supervised unit, a warning, error or notification
message is displayed. All possible warning and error messages are listed in Appendix A,
Warning and Error Messages on page 91.
Deck 1/Deck 2
(For NiceLog Voice Loggers only.) Status of the specified DAT deck in the Logger, as follows:
nn% free
Automatic Deck is set for Automatic Archiving, but no medium is currently loaded.
Manual
Amount of available space on the archiving medium that is currently loaded

in the drive when the cassette or MO is performing Automatic Archiving.
Archiving medium is set for Manual Archiving.

19
Retrieval
Archiving medium set for Retrieval.
Not Used
Deck is not in use.
Disk Free
Percentage of filled hard disk space on the Logger. (For NiceLog Voice
Loggers and NiceCall Focus Voice Loggers.)
TIP: Use the horizontal scroll bar to view hidden columns.
NICE Supervision Window - Graphic View

When the NICE Supervision window is in Graphic view the current operational status of each
supervised unit is displayed graphically.
To switch the NICE Supervision window to Graphic view:

1. In the NICE Supervision window, choose Graphic in the View menu.
The NICE Supervision window appears in Graphic view.

Figure 1-4
NICE Supervision Window - Graphic View
To sort Loggers and Servers according to their name or Number ID, from the View menu,
select Sort.

20
In the Graphic view, each supervised unit in the NiceLog System is represented by an icon that is
labeled with the units number and name as follows:
NiceLog Voice Logger
NICE Media Library Database
NiceCLS Database
If NICE Supervision detects that one of the supervised units has generated a warning or error
message, the icon for the specific supervised unit turns red. Icons that indicate that the unit is
reporting a warning message are colored blue. You can double-click a red or blue icon to view the
supervised units current self-test results.
Above each icon, the supervised units alarm status is represented by one of the alarm icons.
For more information about alarm icons, see NICE Supervision Window - Graphic View
on page 20.
NICE Supervision Window Toolbar

You can click command buttons in the toolbar to access some of the most frequently performed
NICE Supervision operations. In both Text and Graphic views, the NICE Supervision window
toolbar contains the following command buttons:
Test
Displays the results of the most current self-test for the supervised
unit selected in the NICE Supervision window.
Configure
Display information about the supervised unit selected in the NICE

Supervision window.
Alarm
Enables or disables the NICE Supervision alarm for the supervised

unit selected in the NICE Supervision window.
Options
Opens the Supervision Options window, used to set up alarms and

define notifications procedures for the NICE supervised units.
Changing Your NICE Supervision Password

It is recommended that you change your password to prevent unauthorized users from accessing
the system. Passwords can be changed only once a day.
The new password that you enter must be an alphanumeric string between 5 to 10 characters with
the following restrictions:
21
It is not one of the last three passwords used
There are no spaces
There is no letter that appears three times in the password
The password is not the user name or user ID
The password is not a word that appears in a separate ASCII file in the definition directory
NOTE: For a list of passwords that are not allowed, contact your NiceLog System
Administrator.
To change your NICE Supervision password:

1. In the NICE Supervision window, choose Change Password in the File menu.
The Change Password window appears.

Figure 1-5
Change Password Window
2. Type a password in the New Password field, and then type it again in the Confirm
Password field.
3. Click OK.
The new password will be required the next time you start NICE Supervision.

22
Exiting the NICE Supervision Application
Exiting the NICE Supervision Application

Since the NICE Supervision application is responsible for controlling system-wide functions, it is
recommended that you keep it running at all times. If necessary, however, you can exit the
application (e.g., for workstation software upgrades).
To exit NICE Supervision:

1. In the NICE Supervision window, choose Exit in the File menu.
The Logout Supervision window appears.

Figure 1-6
Logout Supervision Window
2. In the Logout Supervision window, type your NICE Supervision password, and then click OK.
The NICE Supervision application closes.

23
2
Managing NICE Supervision Alarms
Events that occur in supervised units that require the urgent attention of the NICE Supervisor can
trigger an alarm in the Supervision station. The NICE Supervisor can specify which types of
events should be considered alarm events, and how alarm notification will occur.
After an alarm has been triggered the NICE Supervisor can disable the alarm, view the self-test
results and configuration details of a component, and then take corrective action. Once the
problem is resolved the alarm is enabled so that the Supervisor can be notified of new system
problems.
This chapter describes the steps involved in defining alarms, setting up alarm notification and
responding to alarms.
The product specific chapters describe alarm events, self-test results and configuration details that
are unique to each NICE product.
Contents
Setting Up NICE Supervision Alarms ........................................................................... 26

Setting Alarm and Faxing Parameters ....................................................................... 28
Setting Automatic Dialer Parameters ......................................................................... 30
Enabling and Disabling Alarms..................................................................................... 31
Responding to Alarms ................................................................................................... 32
Manually Faxing Supervision Information ................................................................... 33
Chapter 2: Managing NICE Supervision Alarms

25
Setting Up NICE Supervision Alarms

Setting up NICE Supervision alarms include:
Scheduling how frequently self-test results appear in the NICE Supervision window
Defining which events trigger an alarm
Specifying which alarm events trigger the fax option or automatic dialer option
Defining how alarms are displayed in the NICE Supervision window

NOTE: The test interval that you specify also determines how often the event log is
updated. Too frequent reporting of self-test results, (continuous or every 5 minutes)
may cause a negative impact on performance.
To set up NICE Supervision alarms:

1. In the NICE Supervision window, click the Options button.
-or-
Choose Options in the Supervision menu.

The Options window appears.
Figure 2-1
Options Window

26
NOTE: A separate tab appears for each unit type that is currently installed at your
site. The possible tab names are Logger, Media Library, Screen Logger, or CLS.
2. Click the Test interval field.
3. Choose None in drop-down list to disable test result reporting.
-or-
Choose Continuous if you would like the test results reported immediately after the previous
request for test results is completed.
-or-
Select 5, 10, 15, 20, 30 or 60 to specify the number of minutes between the reporting of
self-test results.
4. Click the tab for the supervised unit type whose alarms you want to specify, if you have
multiple types of supervised units in your NiceLog System.

5. Mark the checkbox in the Alarm column for each listed event that you want to trigger an
alarm.
6. Mark the checkbox in the Fax column for each listed event that you want to send a fax. (The
Fax option must be installed in the Supervision station and enabled in the Fax Setup window.)
For more information, see Setting Alarm and Faxing Parameters on page 28.
7. Mark the checkbox in the Dialer column for each listed event that you want a phone number
dialed when an alarm is detected. (The Automatic Dialer option must be installed in the
Supervision station and enabled in the Dialer Setup window).
For more information, see Setting Automatic Dialer Parameters on page 30.
8. Mark the Beep checkbox if you want to hear a beep when an alarm is detected.
9. Mark the Show application as topmost window checkbox if you want the Supervision
window to appear as the front window when an alarm is detected.

10. Mark the Activate alarm device checkbox if you want an audible alarm activated at the
Supervision station every time that an alarm is detected. (The Supervision Relay Board option
must be installed in the Supervision station.)
11. In the SNMP Options area, mark Enable SNMP to work with SNMP.
SNMP (Simple Network Management Protocol) is a TCP/IP protocol used to manage and
control IP gateways and the networks to which they are attached.
NICE SNMP information is displayed using the HP OpenView application installed on the
NICE Supervision workstation.
12. Click OK.
Your changes are saved immediately.

27
Setting Alarm and Faxing Parameters

NOTE:
This is an optional feature and is not available at all sites.

Only events that have the alarm checkbox marked, trigger an alarm in the NICE
Supervision Station.
You can specify for each alarm event and each NICE product type, (for example, Voice Loggers)
whether to fax an alarm message automatically when an alarm is detected. You can set fax
parameters to specify your modem type and port, the information that appears on your fax header,
four destination telephone numbers, and the frequency between retries if the fax transmission is
unsuccessful.
The fax parameters that you define are used when faxes are sent automatically and when you fax
information about NICE supervised units manually to your distributor or local NICE office.
For more information about how to specify which alarms automatically send a fax, see Setting Up
NICE Supervision Alarms on page 26.
For more information about sending faxes manually, see Manually Faxing Supervision
Information on page 33.
To set NICE Supervision Fax parameters:

1. In the NICE Supervision window, choose Fax setup in the Supervision menu.
The Fax Setup window appears.

Figure 2-2
Fax Setup Window
2. Mark the Fax enable checkbox in the Hardware Options area to enable automatic faxing
from the Supervision Station.

28
3. In the Fax drop-down list in the Hardware Options area, select the type of modem that is
installed in the Supervision Station.

4. In the Port drop-down list in the Hardware Options area, select the communications port
that is connected to the installed modem.

5. Mark the Send detailed information checkbox in the Advanced Fax Options area if you
want faxes to include Configuration details and self-test results for all the supervised units in
your NiceLog System.
-or-
Keep the checkbox blank if you want the faxes that are automatically sent when alarms are
detected to include only the information that is currently displayed in the NICE Supervision
window.
NOTE: This parameter does not affect faxes that are sent manually.
6. Mark the Send cover page checkbox if you want the information contained in the Source
Information fields included in the header that appears at the top of each page.
7. Enter the number of redial attempts if a fax is not successfully received.
8. Enter the Minimum minutes between transmissions for each redial attempt.
9. Enter the Company name that you want to appear in the header for each fax in the Source
Information area.
10. Enter the Phone number that you want to appear in the header for each fax that is sent in the
Source Information area.
11. Enter the Fax number that you want to appear in the header for each fax that is sent in the
Source Information area.
12. Enter up to four different destination fax numbers in the Destination Information area.
These are the telephone numbers for the faxes that you wish to receive the faxed information.
If you need to enter an additional digit (e.g., 9) to send from an internal telephone system,
enter two or three commas between the digit and the rest of the number. Each comma
represents a two-second pause, which instructs the modem to wait for the outside line to be
accessed.
13. Click OK.

29
Setting Automatic Dialer Parameters

Alarm events can trigger the NICE Supervision application to activate an external automatic dialer
(supplied by the customer) in sites where the Alarm Relay Board option is installed.
NOTE: This is an optional feature and is not available at all sites.
For more information on how to specify which Logger events trigger the Optional Dialer, see
Setting Up NICE Supervision Alarms on page 26.
The dialer connected to the Supervision Station designates the number that the dialer will dial and
the operations that are performed when an alarm event occurs. These functions are not controlled
by the NICE Supervision application.
To set up Supervision dialer parameters:

1. In the NICE Supervision window, choose Dialer setup in the Supervision menu.
The Dialer Setup window appears.

Figure 2-3
Dialer Setup Window
Mark the Dialer enable checkbox to activate the external dialer.

2. Specify the Minimum minutes between transmissions in the event that the previous
attempt to connect was not successful.

3. Specify the Maximum seconds for dialing or the number of seconds NICE Supervision
should remain connected to the dialed number before deactivating the dialer. Set this value to
an interval that is long enough to support the features that you will use on the connected dialer
(e.g., numeric messaging, voice messaging).
4. Click OK.

30
Enabling and Disabling Alarms
Enabling and Disabling Alarms

The NiceLog System Administrator can enable or disable the NICE Supervision alarm for each
individual supervised unit. NICE Supervision only reports alarms if the event is specified as an
alarm in the Supervision window. This alarm, which may be a PC beep or external alarm device in
the Supervision Station, remains active until the alarm event has been resolved or the alarm has
been disabled.
You can choose to disable an alarm if you need to resolve a system problem that may take an
extended period of time. If an additional alarm is detected Supervision sends an alarm fax message
and activates an automatic dialer if the appropriate checkboxes were selected for this event.
For more information about enabling alarms, see Setting Up NICE Supervision Alarms
on page 26.
Once the problem has been handled and resolved, it is important that you enable the NICE
Supervision alarm for the supervised unit so that you can be alerted of any future alarm events in
that specific unit.
To enable or disable the alarm for a supervised unit:

1. If the NICE Supervision window is in Text view, click the row for the supervised unit whose
alarm you wish to enable or disable.

-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired unit.
2. Click the Alarm button.
-or-
Choose Enable/Disable alarm in the Supervision menu. This menu command toggles
between Enable alarm and Disable alarm, depending on the alarm status of the selected
unit.
The alarm icon for the selected unit changes accordingly to reflect a new alarm status. Icons
and their status are described on page 19.

31
Responding to Alarms
Responding to Alarms
In both Graphic and Text view (described earlier), an alarm icon indicates that a supervised unit
has reported an alarm event:
It is recommended that you perform the following steps to respond to a NICE Supervision alarm.
1. Check the NICE Supervision window to see if there are other events reported that may
have an impact on the current error. Remember that the NICE Supervision window displays
only the most recent message that has been reported by each supervised unit. If you want to
view all events use the NICE Audit Trail.
For more information, see Chapter 3 - NICE Supervision Reports on page 35.
2. View the supervised units most current self-test results if the nature of a problem
condition is not yet evident. Since a supervised unit may report more than one message at a
time to NICE Supervision, the results of the supervised units self-test list all warning and
error messages currently reported. Since these messages may include basic instructions on
how to resolve the reported situation, viewing all of them (instead of only the most recent one
in the NICE Supervision window) can help to clarify the course of action that must be taken to
diagnose and handle a problem condition.
For more information about performing self-tests, see Chapters 4,5,6 and 7 in this Manual.
3. View the supervised units current hardware/software configuration to diagnose a
problem condition in a Logger or other supervised unit.

4. Disable the NICE Supervision alarm for the specific unit if an alarm event in a supervised
unit activates the NICE Supervision alarm until the situation is resolved. You can do this if you
do not expect the event to be resolved immediately and you do not want the alarm to remain
active for an extended period of time.
NOTE: When the alarm is disabled for a specific unit, any new alarm event that is
detected from this specific unit will not activate the NICE Supervision alarm. However,
the alarm event might still send a fax or a dialer message (if these options are
installed and enabled).
5. View the NICE Supervision Events Log to analyze recent and previous messages that have
been reported by each supervised unit. This may assist you in understanding previous
conditions that might have led to the current problem detected in a supervised unit.
6. Connect to NiceCLS Server if you have CLS installed and you need further information
about a NiceCLS Servers status.

7. If you are unable to resolve a reported situation based on the information provided by the
NICE Supervision application, contact your NICE technical support provider. You may be
requested to fax a report of the NiceLog System.
For more information, see Manually Faxing Supervision Information on page 33.
8. Once a problem has been resolved in a supervised unit, view the results of the supervised
units most current self-test. This way, you can verify that all previously reported warning and
error messages have been resolved.
9. If the NICE Supervision alarm is disabled for a supervised unit, enable it so that you can be
alerted of any future alarm events in the unit.

32
Manually Faxing Supervision Information

When your are working to diagnose a problem you may be asked to fax the current self-test results
or the configuration details of the supervised units in your NiceLog System. You have the
following options when you manually send fax information:
Send self-test results that appear in the Supervision window.
Send a detailed report of configuration details and self-test results for all supervised units.
NOTE: When you manually fax NICE Supervision information, it is sent only to the
single destination number that you specify manually, and not to the four numbers
specified in the Fax Setup window. For more information see Setting Alarm and
Faxing Parameters on page 28.
To manually fax information about supervised units:

1. In the NICE Supervision window, choose Send fax in the Tools menu.
2. To send displayed messages for all supervised units, choose one of the following commands
from the Send fax submenu.
System information
To send only displayed messages for all supervised units.

The Send Information window appears.
Figure 2-4
Send Information Window
Detailed information
To send a detailed configuration and self-test report for all supervised units.
The Send Detailed Information window appears.

33
Figure 2-5
Send Detailed Information Window
3. Type the fax number of the fax receiver that you wish to receive the message or report. If you
need to enter a digit (e.g., 9) to send from an internal telephone system, type commas between
the digit and the rest of the number to instruct the fax/modem to wait for the outside line to be
accessed. Each comma you type represents a two-second pause.
4. Click OK. The fax is sent according to the parameters set in the Fax Setup window.
For more information see Setting Alarm and Faxing Parameters on page 28.

34
3
NICE Supervision Reports
The NICE Supervision application includes reports that display system-wide automatic archiving
schedules, channel setup information, and call activity for your NiceLog System.
The NICE Supervision Audit Trail option records all events that are reported by NICE components
on a long-term basis. You can query for that information, and then save and print the results in text
format.
NiceLog has additional reporting capabilities that enable you to query a specific event for one or
several Loggers and to display call activity over variable time periods in two-dimensional or
three-dimensional graphs.
NOTE: In addition, NICE Supervision enables you to create Media Library reports.
For more information, see Creating a Media Library Report on page 77.
Contents
Using the NICE Supervision Audit Trail........................................................................ 36

Creating a Channel Information Report........................................................................ 40
Creating Channels Statistics Alarms Reports ............................................................. 42
Creating Call Activity Reports ....................................................................................... 43
Switching to Different Report Formats ....................................................................... 45
Creating a Standby Logger Statistics Report .............................................................. 48
Chapter 3: NICE Supervision Reports

35
Using the NICE Supervision Audit Trail

Audit Trail is a new feature in the NICE Supervision application that enables the user to query the
database for error messages, system events and logger activity, based on any or all of the following
parameters:
Date/Time
Range of days and time for the query.
Servers
All the NiceLog Loggers, NiceCLS Servers and Media Library servers
that you want to include in the search.
Users
All the users defined in the database of the NiceLog system that is being
used.
Message type
Error messages from all the supervised units, user activities (such as login
and password modification) and system event messages.
NOTE: For more information about defining servers and users in a NiceLog System,
see the NICE Administrators Manual.
To run a query in the NICE Supervision Audit Trail:

1. In the Tools menu, choose Audit Trail.
The NICE Audit Trail window appears.

Figure 3-1
NICE Audit Trail Window
2. Click the Time Range tab in the NICE Audit Trail window and fill in the date and time range
of your query as follows:

36
In the From drop-down list, choose the range of days.

-or-
Choose Customized from the drop-down list, and in the From and To fields use the
arrows to specify a range of days and hours.
3. Click the Advanced tab in the NICE Audit Trail window.
The Advanced tab becomes activated.

Figure 3-2
NICE Audit Trail Window - Advanced Tab
4. If you want to specify one or more servers for the query, click the Servers button.
The Select Servers window appears.

Figure 3-3
Select Servers Window
5. In the Available Servers column, select the NiceLog, NiceCall Focus, NICE Media Library
and NiceCLS servers you want to include on your search, and click Add to add them to the
Select these servers for search column.
6. Click Clear to delete checked servers or OK to add the selected servers to the query.
37
7. In the NICE Audit Trail window, click Users.
The Users window appears.

Figure 3-4
Select Users window
8. In the Available Users column, select the users you want to include in your search, and click
Add to add them to the Select these users for search column. Click OK.
9. In the NICE Audit Trail window, click Select Messages.
The Select Messages window appears.

Figure 3-5
Select Messages Window

38
10. In the Message group types drop-down list, select a type of message group. In the
Messages column, select message types you want to include in your search and click Add to
add them to the Select these messages for search column.
You can add messages of different message groups by selecting a different message group type
as many times as you want.
11. Click OK. You have now selected all the possible parameters to define the NICE Audit Trail
query.
TIP: You can select one, two or all of the parameters to conduct the NICE Audit Trail
query. It is not necessary to select all of them.
12. In the NICE Audit Trail window, click the Query button. The results of the query are
displayed in the NICE Audit Trail window.

Figure 3-6
NICE Audit Trail Window Results
You can save the results of the NICE Audit Trail query in text form by clicking the Save
button in the NICE Audit Trail window and then choosing the directory in which you want to
keep the information. You can also print the results by clicking the Print button.
13. To perform a new query in the NICE Audit Trail window, click the New button.

39
Creating a Channel Information Report

Using the NICE Supervision application you can generate a report of all settings for each input
channel in all supervised Loggers.
To create a channel information report:

1. Choose Channel Information in the Reports menu in the NICE Supervision window.
The Channel Information report window appears. Scroll right to view hidden columns. The
first half of the report appears in the following figure:
Figure 3-7
Channels Information Report Window
The following information is contained in the report:

Logger
Logger number
Channel
Channel number and name
Recording
Whether or not the current input channel is recording
Channel Type
Analog, Digital, or VoIP
Compression Rate
ADPCM 16, ADPCM 32, ACA, G729A compression ratios or PCM

(no compression)
Input Level
Input level (gain) from 0 to 25.5 dB or AGC (Automatic Gain

Control)
Activity Detection
Activity Detector Type and Level

40
Segment Creation
On/Off Hook
Whether or not audio segment detection by on/off hook is currently

active
Segment Creation
DTMF
Whether or not audio segment creation by DTMF tones (touch-tone)

is currently active
Segment Creation
Activity
Whether or not audio segments are created based upon activity

detection
Warning Tones
Whether or not an audible signal notifies a caller that a telephone

conversation is being recorded
Alarm
Whether or not the activity statistics alarm is currently enabled
Minimum Alarm
Statistics
If activity is detected which is less then the minimum setting, and the
alarm is enabled, an alarm is sent
Maximum Alarm
Statistics
If activity is detected which is more than the maximum setting, and

the alarm is enabled, an alarm is sent
TIP: If N/A appears in the report, then the specified option is not installed, or the
option has been disabled.
2. Click Print to print the report.
-or-
Click Close to close the window and return to the NICE Supervision window.

41
Creating Channels Statistics Alarms Reports
Creating Channels Statistics Alarms Reports

Using the NICE Supervision application, you can create a report describing the alarms reported by
each channel of all the supervised units.
The Channels Statistic Alarms report shows the channel name, the Logger in which it is connected,
whether it is currently recording or not, the type of channel it is and the compression it uses, as
well as input level and activity detection.
To create a Channels Statistic Alarms report:

1. In Text View, click the row for the Logger you want to generate the report for.
-or-
In Graphic View, click the icon for the Logger you want to generate the report for.
2. In the Reports menu, choose Channels Statistics Alarms.
The Channels Statistics Alarm window appears.

Figure 3-8
Channel Statistics Alarm Window
3. Click Print to print the report in text format, or Close to go back to the NICE Supervision
window.

42
Creating Call Activity Reports

Using the NICE Supervision application you can create a call activity report that displays the
quantity of calls recorded and total recording time based upon the time interval, Voice Logger(s),
and input channels that you specify. The format of your report can be an area, column, line, or XY
(Scatter) graph in regular or 3D format. You can also rotate a 3D graph so it is displayed at an
angle that you prefer.
Samples of each report type appear in Sample Call Activity Reports on page 109.
NOTE: NiceLog Call Activity reports do not display information about incoming and
outgoing calls that have not been recorded. To check the recording schedules for your
Voice Loggers or other information, see Setting Up a System-Wide Recording
Schedule on page 58.
Based upon the input channels and time interval you specify you can create a report with the
following data:
Calls
Duration
Percentage
Time *
Number of Calls per

hour.
Total recording time in

minutes per hour.
The percentage of total

recording time per hour.
Channel **
The number of calls per

input channel, (i.e.,
extension).
The total recording time

in minutes per input
channel.
The percentage of total

recording time per input
channel.***
* If you specify a time interval for the report that exceeds 24 hours, time units are expressed in days instead of
hours.
** If multiple input channels are selected, the results for each input channel appear graphically side by side for
each time unit, (days or hours).
*** The total percentage calculated is 100% for each input channel selected. For example, if two input channels
are selected the total percentage is 200%.
To create a Call Activity report, select the type of data that you want to appear on the X and Y axis
and then specify the time interval for the reporting data that you selected.
To create a Call Activity report:

1. Choose Calls Activity in the Report menu of the NICE Supervision window.
The Activity Report window appears.

43
Figure 3-9
Activity Report
2. Click the X axis drop-down list,
and select Time or Channel.
If you select Time and the time interval you specify is less than 24 hours, then the hours
00 - 23 are displayed on the bottom of the graph. If you select Time and you specify a time
interval greater than 24 hours, then the days 01-30(1) are displayed on the bottom of the graph.
Click the Y axis drop-down list,
Percentage.
and select Calls, Duration, or
3. Select one or several input channels in the Channels drop-down list.
If you select Calls the number of calls is displayed along the left-hand side of the graph. If you
select Duration the length of each call in minutes is displayed along the left-hand side of the
graph. If you select Percentage the total percent of time that an input channel was recorded is
displayed along the left-hand side of the graph.
4. Type Start Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours.

5. Type Stop Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours.

6. Click Create to create a report.
The report appears as a 3D column graph.

44
Figure 3-10
3D Call Activity Report Window
In addition to the histogram which appears the total activity recorded in minutes, average call
length, and total number of calls are also displayed.
Switching to Different Report Formats

Once a report is created, the command buttons that appear on top of the Activity Report window
can be used to change the report format. You can create a column, area, line, or XY (Scatter) graph
in regular or 3-dimensional (3D) format. You can also rotate the 3D report that you create so that
the graph appears at the angle that you prefer.
The following control buttons are used to switch graph formats:
Copy to the clipboard as a bitmap.
The Type Gallery drop-down panel including icons that are used for changing the
report graphic representation.
Switch between 3D and 2D views.
Rotate a chart in 3D view.
Show vertical grid lines.
Show horizontal grid lines.

45
Figure 3-11 Activity Report window, Type Gallery drop-down panel
See Sample Call Activity Reports on page 109 for examples of the report formats.
To switch report formats:

1. Create a report following the steps described in Creating Call Activity Reports on page 43.
2. Using the control buttons, select a format for the graph.
3. Click the 3D button to create a 3D report, or deselect the 3D button to create a regular report.
To rotate a 3D graph:
1. Create a report following the steps described in Creating Call Activity Reports on page 43.
2. Click the 3D button to create a 3D report.
The Rotate chart button becomes enabled.

3. Click the Rotate chart button.
The 3D View Properties window appears.

Figure 3-12
Call Activity report - 3D View Properties Window

46
IMPORTANT
The 3D option must remain selected. Deselecting this option returns the graph to its
2-dimensional view.
4. To change the depth of the graph, use the slide bar
5. To rotate the entire graph, select Full 3D View.
The X Angle and Y Angle fields, and the circular picture above them become enabled:
Enter a number of degrees in the X Angle, and/or Y Angle fields.

-or-
In the circular picture, click and drag the blue ball to move along the X-axis and/or the
red ball to move along the Y-Axis.
6. To cause a shadow effect on the graph, select Shadows.

7. Click Apply, the graph that is currently displayed rotates according to the angles that you
specified. Your changes cannot be undone.

8. Click OK to close this window and save your changes.

47
Creating a Standby Logger Statistics Report

NOTE: This option is available in NiceLog Systems where N+1 Redundancy is
enabled.
Using NICE Supervision, you can create detailed reports about standby Loggers during a specific
time period.
IMPORTANT
Recordings which are recorded on a Standby Logger cannot be monitored using the NICE
Monitor application and cannot be played back using the NiceUniverse Evaluator application.
To create a Standby Logger Statistics Report:

1. In the Reports menu, choose Standby Logger Statistics.
The Standby Logger Statistics window appears.

Figure 3-13
Standby Logger Statistics Window
2. In the Time Range area, choose a range of days in the From drop-down list.
-or-
Choose Custom in the From drop-down box and enter the dates to query in the To and For
drop-down lists.
3. Click the Query button.
48
The Standby Logger Statistics results window appears.

Figure 3-14
Standby Logger Statistics Window
The Standby Logger Statistics window columns display the following information about the
Standby Logger:
Spare ID
Name of the Standby Logger
Logger ID
Name of the NiceLog Logger
From Time
Start time of activity
To Time
End time of activity
Cause
Cause of the problem
Recording %
Percentage of audio recorded
Archiving %
Percentage of audio archived
4. To print the report, click the Print button. To save the report, click the Save button in the
Standby Logger Statistics window, and choose the directory in which you want to save it.
5. Click Cancel to clear the information on the window and begin a new query.
-or-
Close the window.

49
PART II - NICE Supervision Product

Specific Capabilities
4
Supervising Loggers
NiceLog Voice Loggers and NiceCall Focus Voice Loggers are used to continuously and
simultaneously record and archive audio from multiple sources. This chapter describes the NICE
Supervision information that is provided for NiceLog Voice Loggers and NiceCall Focus Voice
Loggers.
NOTE: To supervise NiceCall Focus Voice Loggers you must define them as Loggers
using the NICE Administrator application, and then perform self-tests and view
configuration details for the NiceCall Focus Voice Logger as if it were a NiceLog Voice
Logger.
Contents
Defining Logger Alarm Events ...................................................................................... 54

Viewing a Voice Loggers Self-Test Results.................................................................55
Viewing Configuration Details for a Logger .................................................................56
Setting Up a System-Wide Recording Schedule ......................................................... 58
Uploading/Downloading Voice Logger Information ....................................................62
Managing the Loggers Clocks...................................................................................... 63
Centrally Configuring Logger Channel IDs .................................................................. 67
Viewing Debug Information ........................................................................................... 69
Reset Logger Mirroring Error ........................................................................................ 69
Resetting a Logger ......................................................................................................... 70
Shutting Down a Logger ................................................................................................ 70
Coldstarting a Logger .................................................................................................... 71
Chapter 4: Supervising Loggers

53
Defining Logger Alarm Events
Defining Logger Alarm Events

You specify which events trigger an alarm for the Loggers by marking the checkbox next to each
event that appears in the Event List in the Supervision Options window.
For more information, see Setting Up NICE Supervision Alarms on page 26.
The following table lists the events that appear when you click the Logger tab in the Supervision
Options window for NiceLog Voice Loggers and NiceCall Focus Voice Loggers:
Event Type
Cause
Logger is not
responding
A problem with a Loggers communications.
Interface board failure
A problem occurring in a board (card).
Disk failure
A problem in a Loggers hard disk.
Disk storage warning
The amount of available space on a Loggers hard disk is below

normal operating parameters.
Digital link failure
The digital link has been physically disconnected (e.g., loose

connection, severed wire).
Digital link warning
A disruption in the digital link has been detected.
Input channel
statistics
Activity that is higher or lower than the specified limits is detected

on one or more input channels.
Automatic archiving
failure
Automatic archiving operation is suspended due to hardware error.
Automatic archiving
warning
Archiving device cannot continue automatic archiving due to

operational condition (e.g., suspended, no tape).
Manual archiving and

retrieval failure
Manual archiving or retrieval operation is suspended due to

hardware error.
Manual archiving and

retrieval warning
Archiving device cannot continue manual archiving or retrieval due to

operational condition (e.g., no tape).
NOTE: The following events types are always set as alarm events, and cannot be
changed:
Logger is not responding

Interface board failure
Disk failure

54
Viewing a Voice Loggers Self-Test Results
Viewing a Voice Loggers Self-Test Results

You can display the full results of the most recent self-test performed by a specific Voice Logger. It
is recommended that you perform a self-test after correcting a problem to make sure that the
problem has been resolved.
When you perform a self-test, you receive a warning message, an error message, or a request to
perform a specific task to resolve a current problem.
The following components perform a self-test and report their current status:
Interface Boards: You receive a message that the board is OK, not responding, or a specific
software or communication error has occurred.

NOTE: For a detailed list of error messages that might appear, see Voice Logger BIT
Messages on page 92.
Disk Storage: You receive a message that the disk is OK, or a failure has occurred, or the
system files are corrupted.
Decks: You receive a message that each archiving device is OK, or an error message with a
recommended step to correct a problem.
To display the results of a Voice Loggers most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Logger.
2. Click the Test button.
-or-
Choose Test logger in the Supervision menu.

-or-
Double-click a row (in Text view) or the picture of the Logger (in Graphic view) that has
reported a warning (blue) or error (red) message.
The self-test window appears, displaying the results of the selected Loggers most current
self-test.
Figure 4-1
Logger Self-Test Window

55
Viewing Configuration Details for a Logger

You can view details about the Loggers hardware and software configuration to help diagnose and
resolve an equipment problem. When you view configuration details, information is displayed
about the following Logger components:
Communication
Indicates the selected Loggers address and the interface type used to access the Logger.
Boards (Cards)
Indicates how many of the following types of boards are installed in the selected Logger.
NOTE: The possible available boards depends on the type of logger.
ALI - Supports up to 24 analog extension lines.
ALI4 - Supports up to 24 analog extension lines.
APA - Provides support for VOX (voice detection), variable speed playback, output AGC
and other audio processing features.
ADIF - Provides basic voice processing support. Up to eight ADIF cards can be installed
in a Logger.
ADIF3 - Provides basic voice processing support, variable speed playback, output AGC,
synchronized playback, external clock synchronization, alarm functions, and audio output.
Only one ADIF3 can be installed in a Logger.
ADIF24 - Processes the analog audio from up to 24 analog input channels. Each ADIF-24
board corresponds to an ALI-24 board that interfaces with up to 24 analog audio sources.
BTAI2 - Provides interface support for 15 BT trunks.
ETAI - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
ETAI2 - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
LAF - Provides support for synchronized playback, external clock synchronization, alarm
functions and audio output.
NATI - Supports up to 24 TCM lines in Active (selective recording) and Passive (total
recording) interfacing to the NiceLog Logger.
NATI2 - Supports up to 24 digital TCM lines in Active and Passive modes.
ISAC2 - Bridges the Alliance MX SCx bus to the High Density Logger for the task of
digital voice recording and playback.
UDA - Provides advanced compression of digital audio.
Analog N + 1 - Enables switching between Loggers in the event that Logger redundancy
is required.
Robif2 - Supports a digital chain. This configuration handles E1/T1 trunks, BT lines,
analog lines, as well as proprietary digital extensions.

56
Disk Storage
Indicates the maximum number of hours and maximum number of recordings that can be
saved on the selected Loggers hard disk.
Archive Decks
Indicates the number of DAT decks installed in the selected Logger.
Advanced Processing
Indicates which advanced processing capabilities (e.g., VOX, variable speed playback) are
available with the selected Logger.
Software Versions
Indicates Logger software versions installed in the selected Voice Logger.
To view a Loggers hardware and software configuration details:

1. If the NICE Supervision window is in Text view, click the row of the desired Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon of the desired Logger.
2. Click the Configuration button.
-or-
Choose Logger configuration in the Supervision menu.

-or-
Double-click a row (in Text view) for a Logger whose status is Test OK, or double-click a
picture of a Logger (in Graphic view) for a Logger that is not colored red or blue (i.e., not
reporting a warning or error message).
The Logger Configuration window appears with the selected Loggers ID and name in the title
bar, and displays the Loggers configuration details.
Figure 4-2
Voice Logger Configuration Window

57
Setting Up a System-Wide Recording Schedule

When you set up a weekly recording schedule in NICE Supervision, recording pauses and restarts
at the times set in the recording schedule for all configured input channels in all of the supervised
Loggers. In the recording schedule, you can set up either one continuous period of recording per
day, or two periods of recording, separated by a pause. You can also define dates on which the
system should not record inputs at all (e.g., weekends and holidays).
NOTE: The NICE Supervision application must be running for the recording schedule
to be in effect.
To set up a system-wide recording schedule:

1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu.
The Scheduled Recording window appears.

Figure 4-3
Scheduled Recording Window
2. If you are updating the existing recording schedule, skip to step 3.

-or-
If you are setting up the recording schedule for the first time, mark the Enable Scheduled
Recording checkbox at the top of the window.
-or-
If you are setting up a schedule for NiceCLS Working Hours, mark the Enable CLS Working
Hours checkbox.
NOTE: For more information, see Scheduling NiceCLS Working Hours on page 83.

58
3. In the Scheduled Recording window, the recording schedule is set up individually for each day
of the week. Click the tab for the day of the week that you wish to set up.
Figure 4-4
Day-Of-Week Tab for Monday
4. Each tab consists of two areas: Period 1 and Period 2.
For a single, continuous recording period on the selected day:
Mark the Enable recording checkbox in the Period 1 area, and the Disable recording
checkbox in the Period 2 area, and then set the start and stop times for recording in the
From and To fields.
-or-
For two recording periods on a selected day, separated by a pause:
Mark the Enable recording checkbox in both the Period 1 and Period 2 areas, and then
set the start and stop times for recording in the From and To fields for both periods.
Between the time in the Period 1 To time, and the time in the Period 2 From time,
recording is paused on all input channels in the supervised Voice Loggers.
-or-
For no recording on the selected day (e.g., weekends):
Mark the Disable recording checkbox in the Period 1 area.
5. When you finish setting up one days schedule, click the tabs for other days, and then repeat
step 4 until you have set up the schedule for all the days of the week.
6. To specify dates on which the recording schedule should be suspended (e.g., holidays), click
the Define Holidays button. The Holiday window appears, listing all of the holidays that have
already been defined for the recording schedule.

59
Figure 4-5
Holidays Window
7. In the Holidays window, click Add.
The Define Holiday window appears.

Figure 4-6
Define Holiday Window
8. In the Define Holiday window, type the date of the holiday you wish to add, and the name of
the holiday (e.g., Thanksgiving), and then click the Add button. The new holiday is listed in
the Holiday window.

NOTE: The Holiday schedule is not automatically updated for each year. You should,
therefore, define holidays for a few years in advance, or update the holiday schedule
before the start of each new year.
9. If you need to delete a holiday in the list (e.g., if a holiday is incorrectly defined), in the
Holiday window, click the row for the holiday you wish to delete, and then click Delete.
-or-
Click Delete All to delete all of the listed holidays.

10. In the Holiday window, click OK. The Holiday window closes. Then, in the Scheduled
Recording window, click OK. The recording schedule immediately goes into effect, and
remains active as long as the NICE Supervision application is active.

60
Disabling Scheduled Recording

You can disable scheduled recording if the Loggers are not currently recording. If they are
currently recording, you must manually stop recording before disabling scheduled recording.
For more information about manually starting and stopping recording, see the NiceLog Users
Manual.
To disable Scheduled Recording:

1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu. The
Scheduled Recording window appears.

2. In the Scheduled Recording window, unmark the Enable Scheduled Recording checkbox,
and then click OK.

61
Uploading/Downloading Voice Logger Information
Uploading/Downloading Voice Logger Information

NICE Supervision automatically uploads each Voice Loggers configuration information (e.g.,
Logger name, input and output channel setup, Automatic Archiving setup) to files on the
Supervision Station once every day (at midnight). In the event of Logger failure, simply download
channel information. NICE Supervision downloads the most recent backup of the channel
configuration to all the Loggers of the site.
The following procedures describe how to manually upload Logger information.
To manually upload configuration information:

1. If you want to upload information from all supervised Loggers, choose Upload information
in the Tools menu and in the Upload information submenu, choose From all loggers.
-or-
If you want to upload information from a specific Logger, in the NICE Supervision window,
click the Loggers row or icon to select it, choose Upload information in the Tools menu,
and in the Upload information submenu, choose From selected logger.
The Supervision Station copies the current configuration information from all supervised
Loggers or the selected Logger.
2. If you want to maintain a backup copy of the uploaded Logger configuration information, you
can copy the following files from the NICE Supervision program directory:
UPGRADE.DAT - contains the most recently uploaded information for all supervised
Loggers
UPGRLOG.DAT - contains the most recently uploaded information for the last selected
Logger
To download previously uploaded configuration information to one or all supervised

Voice Loggers:
To download previously downloaded information:
To all supervised Loggers:

Choose Download information in the Tools menu. In the Download information
submenu, select To all loggers.
The Supervision Station immediately copies the previously uploaded Logger
configuration information to all of the corresponding Loggers.
To a specific Logger:
Click the Voice Loggers row or icon to select it, then choose Download information in
the Tools menu. In the Download information submenu, select To selected logger.
The Supervision Station copies the previously uploaded Logger configuration information
to the selected Logger.
62
Managing the Loggers Clocks

NICE Supervision enables the user to set the clocks of all the Loggers in the NiceLog system in
synchronization or of a particular Logger in the System from the NICE Supervision Station.
Synchronizing all Logger Clocks

For the recording schedule to be consistent in all Loggers, it is crucial that the time on each Logger
is synchronized with the time on all other Loggers in the NiceLog system. If the Loggers in your
NiceLog system are connected to a time source that is distributed by a LAF card in the Supervision
Station, you can synchronize the clocks in all Loggers.
The LAF Setup window allows you to determine how the time on the LAF card in the Supervision
Station is set.
To synchronize all Voice Logger clocks:

1. In the Maintenance menu, choose LAF Setup.
The LAF Setup window appears.

Figure 4-7
LAF Setup Window
2. Select one of the following LAF Options:
Internal - The time on the LAF card in the Supervision Station is set by the Supervision
Stations internal clock (which can be set by the user). After the LAF card is set, it
continues to keep time and corrects the Supervision Stations internal clock once every
minute.
External - The time on the LAF card in the Supervision Station is continuously set by an
external clock. The Supervision Stations internal clock is then set once every minute from
its LAF card.
63
DCF77 / NTP - The Supervision Stations internal clock is automatically set from either
the DCF77 system or the NTP service over the LAN (only one will be available). The
Supervision Stations internal clock then sets the time on its LAF card. This is repeated
once every minute. (This option is not available at all sites.)
3. Click OK.
All of the Loggers that are configured for using an external clock, are automatically
synchronized. See Configuring the Loggers Clock on page 64.
Configuring the Loggers Clock

The way a Loggers clock is configured determines whether the clock can be set from an outside
source. You may configure the Loggers clock according to an external source, or an internal
source.
To configure the Loggers clock:

1. In the NICE Supervision window, click the row of the Logger for which you want to configure
the clock.
2. In the Maintenance menu, choose Configure Clock.
The Clock Configuration window appears.

Figure 4-8
Clock Configuration Window
3. Select Use external clock to configure the Loggers clock according to an outside source
(such as the Supervision Station, see Synchronizing all Logger Clocks on page 63).
-or-
Select Use internal clock to set the Loggers clock manually. For more information, see
Setting the Loggers Clock on page 64.
4. Click OK.
Setting the Loggers Clock

NICE Supervision allows you to set the loggers time from the NICE Supervision Station.
NOTE: Before you set the loggers clock, the Internal option must be selected in the
Configure Clock option of the Maintenance menu.
64
To set the Loggers clock:

1. In the NICE Supervision window, click the row of the Logger for which you want to set the
clock.
2. In the Maintenance menu, choose Set clock.
A confirmation message appears.

Figure 4-9
Set Loggers Clock Window
3. Click Yes.
The Set Logger Time window appears.

Figure 4-10
Set Logger Time window
4. In the Logger Time area, modify the time and/or date by selecting the current setting and
typing in the desired parameters.

You may also modify the date by clicking the arrow of the Logger Time area of the window
and choosing a date in the calendar that appears.
5. Click OK.

65
Adjusting Clocks for Daylight Savings Time

The NiceLog system can perform the transition for daylight savings time for all of the Loggers in
one single operation.
To adjust for daylight savings time:

1. In the Maintenance menu, choose Change Daylight Saving.
The Daylight Saving window appears:

Figure 4-11
Daylight Saving Window
2. Select an option to either add or subtract one hour.

3. Click OK.

66
Centrally Configuring Logger Channel IDs

Instead of logging in to the NiceLog Workstation application and individually configuring each
input and output channel on each Logger, the NICE Supervision application enables you to
centrally configure and modify the channel IDs for all Loggers in the NiceLog System.
NOTE: For more information about configuring Loggers input channels using the
NICE Administrator application, see the NICE Administrators Manual.
To modify the channel IDs for Voice Loggers in the NiceLog System:
1. Create a text file that lists the IDs to be assigned to each specific input or output channel of a
specific Logger.
On the Supervision Station, start any text editor (e.g., Notepad), and create a new text file in
the following format:
[Logger#####]
In#=Input Channel ID Text
.
.
.
In#=Input Channel ID Text
Out#=Output Channel ID Text
.
.
.
Out#=Output Channel ID Text
Where:
##### in the Logger##### statements is a Loggers serial number. You can create
multiple Voice Logger sections in the file, each starting with a Logger##### statement.
# in each In# statement is the number of an input channel to be configured on the Voice
Logger specified at the top of the section. You can list all input channels that you wish to
configure in the Voice Logger. The text following the = sign is the ID that you wish to
assign to the channel.
# in each Out# statement is the number of an output channel to be configured on the Voice
Logger specified at the top of the section. Starting directly under the last In# statement in
each section, you can list all output channels that you wish to configure in the Voice
Logger. The text following the = sign is the ID that you wish to assign to the channel.

67
EXAMPLE:
[Logger864]
In1=Ext. 7563
In2=Ext. 7564
.
.
.
In96=Ext. 7659
Out1=Speaker 1
Out2=Speaker 2
[Logger865]
In1=Ext. 7660
In2=Ext. 7661
.
.
.
In96=Ext. 7756
Out1=Speaker 1
Out2=Speaker 2
TIP: There is a template of this format in a text file named loadchan.upg in the NICE
Supervision program directory.
2. Save the text file.
3. In the NICE Supervision window, choose Modify logger channel IDs from file in the Tools
menu.
The Modify Logger Channel IDs window appears.
Figure 4-12
Modify Logger Channel IDs Window
4. In the Modify Logger Channel IDs window, enter the path and file name of the text file that
lists the channel IDs to be assigned. Then click OK.
Following confirmation, the Supervision Station updates the channel IDs on each Logger that
is listed in the NICE Supervision window and also in the Channel IDs file.
NOTE: While the files are being updated, you might receive a message indicating that
a Logger that is listed in the NICE Supervision window is not listed in the Channel IDs
file or that a channel in the Channel IDs file is not defined in the corresponding
Logger. In both cases, the updating process continues after you acknowledge the
message.
68
Viewing Debug Information
Viewing Debug Information

When instructed by your technical provider, you can view debug information for a connected
Logger.
To view Debug information:
In the Maintenance menu, choose Debug.

The Debug Log window appears.
Figure 4-13
Debug Log Window
Reset Logger Mirroring Error

When an error occurs in the Logger with RAID 1 or RAID 5 mirroring, an alarm is sent to NICE
Supervision. This error message is generated until the Logger Mirroring Error option is manually
disabled in the NICE Supervision application.
When instructed by your technical provider, you can shut down the Logger Mirroring Error
message by choosing Reset Logger Mirroring Error option in the Maintenance menu of the
NICE Supervision window.
NOTE: For more information about Logger Mirroring options, see the NiceLog
System Installation Guide.

69
Resetting a Logger
Resetting a Logger
Resetting a Logger is a feature that enables the user to shut down and restart a NiceLog Logger
without affecting the recordings that are stored in the Loggers hard disk.
To reset a Logger from NICE Supervision:

-or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to
restart.
2. Choose Reset logger in the Maintenance menu. A message appears asking you to confirm
this procedure.
3. Click Yes. The Logger you chose is reset.
Shutting Down a Logger

NICE Supervision enables you to shut down one or more Loggers from the NICE Supervision
station. Shutting down a Logger does not affect the audio stored inside it.
To shutdown a Logger from NICE Supervision:

-or-
shut down.
2. Choose Shutdown logger in the Maintenance menu. A message appears asking you to
confirm this procedure.

3. Click Yes on the confirmation message. The Logger you chose is shut down.

70
Coldstarting a Logger
Coldstarting a Logger
Coldstarting a Logger is a procedure that enables the user to delete all the calls that are stored in
the specified Logger.
NOTE: This option is only available if so specified during the setup of NICE
Supervision.
To coldstart a Logger from NICE Supervision:

-or-
shut down.
2. Choose Coldstart logger in the Maintenance menu.
A message appears asking you to confirm this procedure.

3. Click Yes.
The Logger is coldstarted and all the audio recordings in it are deleted.

71
5
Supervising Media Library Servers
The NICE Media Library is an option that transparently and automatically maintains a central log
of the contents of each DAT cassette or magneto-optic disk used to archive recorded audio and
video. This option also includes a dedicated label printer.
Multiple Media Label Printers can be installed across a LAN/WAN, provided they are connected
to PCs running the Media Printer Server application. Each Logger can be set to print to a defined
printer, according to your site requirements. For example, all Loggers in Rack 1 can be set to print
to Media Label Printer 1.
NOTE: For more information, see the NiceLog Users Manual.
Contents
Defining Media Library Alarm Events ........................................................................... 74

Viewing a Media Library Servers Self-Test Results....................................................75
Viewing Configuration Details for a Media Library Server ......................................... 76
Creating a Media Library Report ................................................................................... 77
Chapter 5: Supervising Media Library Servers

73
Defining Media Library Alarm Events
Defining Media Library Alarm Events

You specify which events trigger an alarm by marking a check box next to each event that appears
in the Event List in the Supervision Options window. The Media Library Alarm events appear
when you click the Media Library tab in the Supervision Options window.
For more information, see Managing NICE Supervision Alarms on page 25.
The following table lists events that appear in the Supervision Options window for the NICE
Media Library option.
Event Type
Cause
Server is not responding
A problem occurring with a Media Library Servers communications.
Disk failure
A problem occurring on a Media Library Servers hard disk.
Printer failure
A problem occurring in a Media Library Servers printer.
NOTE: Server is not responding is always set as an alarm event, and cannot be
changed. For a list of all possible error and warning messages see Warning and Error
Messages on page 91.

74
Viewing a Media Library Servers Self-Test Results
Viewing a Media Library Servers Self-Test Results

You can display the results of the most recent self-test performed by a Media Library Server to
help diagnose a problem, or to verify that a problem has been resolved.
The Media Library self-test includes the following information:
Disk Storage
Status of the hard disk that stores the NICE Media Library in the PC that runs the Media
Library Server.
Printer
Status of the Media Label Printer connected to the NICE Media Library Server.
To display the results of a Media Library Servers most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media
Library Server.
-or-
Choose Test Media Library in the Supervision menu.

-or-
Double-click a row (in Text view) or a picture of a Media Library Server (in Graphic view) for
a Media Library Server that has reported a warning (blue) or error (red) message.
The Media Library Self-Test window appears, displaying the results of the selected Media
Library Servers most current self-test.
Figure 5-1
Media Library Self-Test Window

75
Viewing Configuration Details for a Media Library Server
Viewing Configuration Details for a Media Library Server

You can view the details about a Media Library Servers hardware and software configuration to
help diagnose and resolve an equipment problem. The following types of information are
displayed for Media Library Servers:
Communication
Indicates the selected Media Library Servers address and the interface type used to access the
Media Library Server.
Software Version
Indicates the software version of the Media Library Server.
To view a Media Library Servers software configuration details:

1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media
Library Server.
-or-
Choose Media Library configuration in the Supervision menu.

The Media Library Configuration window appears with the ID of the selected Media Library
Server, and displaying the Media Library Servers configuration details (described above).

76
Creating a Media Library Report
Creating a Media Library Report

Using the Media Library report, you can view Media cassettes in a selected Logger. The Media
library report is available only when a Media Library server is installed.
To create a Media library report:

1. In the NICE Supervision window, choose Media Library in the Reports menu.
The Media Library window appears.

Figure 5-2
NICE Media Library Window
2. Click All Loggers, or select a Logger in the drop-down list.

3. Click Create.
A list of Loggers matching the specified requirements is displayed.

77
6
Supervising NiceCLS Servers
NiceCLS provides a total system solution for continuous recording and archiving of telephone
calls, and for multi-user playback of audio. NiceCLS supplements the capabilities of NiceLog
Digital Voice Loggers by collecting detailed information from the PABX that is connected to the
Voice Logger. This additional data enables NiceCLS to create more complete and detailed reports.
Contents
Defining NiceCLS Servers Alarm Events .................................................................... 80

Viewing a NiceCLS Servers Self-Test Results ............................................................ 81
Viewing Configuration Details for a NiceCLS Server .................................................. 82
Scheduling NiceCLS Working Hours............................................................................ 83
Chapter 6: Supervising NiceCLS Servers

79
Defining NiceCLS Servers Alarm Events
Defining NiceCLS Servers Alarm Events

You specify which events trigger an alarm for NiceCLS Servers by marking a check box next to
each event that appears in the Event List in the Supervision Options window.
For more information, see Managing NICE Supervision Alarms on page 25.
The following table lists events that appear when you click the NiceCLS tab in the Supervision
Options window:
Event Type
Cause
Server is not responding
A problem occurring with a NiceCLS Servers communications.
Switch failure
A problem occurring in the connection between the NiceCLS Server

and the telephone switch.
Switch warning
A disruption in the connection between the NiceCLS Server and the

telephone switch.
Database failure
A problem with the NiceCLS Calls Database.
Database warning
A problem in accessing the NiceCLS Calls Database.
Loggers failure
A problem in the connection between one or more Loggers and the

NiceCLS Server.
Internal Error
NiceCLS software error.
NOTE: Server is not responding is always set as an alarm event, and cannot be
changed.

80
Viewing a NiceCLS Servers Self-Test Results
Viewing a NiceCLS Servers Self-Test Results

You can display the results of the most recent self-test performed by a NiceCLS Server to help
diagnose a problem, or to verify that a problem has been resolved.
The NiceCLS Self-Test window displays the following information about the selected NiceCLS
Server:
Server communication status
Status is either OK, or a failure message appears.
Calls database status
Displays the type and name of the calls database, and either OK or an error message.
Telephone switch database status
Displays the type and name of the telephone switch, and either OK or an error message.
To display the results of a NiceCLS Servers most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired NiceCLS Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceCLS
Server.
-or-
Choose CLS Self-test in the Supervision menu.

-or-
Double-click a row (in Text view) or a picture of a Logger (in Graphic view) for a Voice
Logger that has reported a warning (blue) or error (red) message.
The Self-Test window appears, displaying the results of the selected Voice Loggers most
current self-test.
Figure 6-1
NiceCLS Self-Test Window

81
Viewing Configuration Details for a NiceCLS Server
Viewing Configuration Details for a NiceCLS Server

You can view details about a NiceCLS Servers hardware and software configuration to help
diagnose and resolve an equipment problem. When you view configuration details for a NiceCLS
Server, information is displayed about the following NiceCLS components:
NiceCLS Server
NiceCLS Calls Database
Telephone switch connected to the NiceCLS Server
To view a NiceCLS Servers hardware/software configuration details:

1. If the NICE Supervision window is in Text view, click the row for the NiceCLS Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the NiceCLS Server.
Choose CLS configuration in the Supervision menu.

-or-
Double-click a row (in Text view) for a NiceCLS Server whose status is Test OK, or doubleclick a picture of a NiceCLS Server (in Graphic view) for a Logger that is not colored blue
(warning) or red (error message).
The CLS Configuration window appears, displaying the ID of the selected NiceCLS Server in
the title bar.
Figure 6-2
NiceCLS Configuration Window

82
Scheduling NiceCLS Working Hours
3. Click one of the tabs in the NiceCLS Configuration window to view the configuration details
for one of the following components:

Server
Describes the selected NiceCLS Server, including the servers name, address,
software version, the number of NiceCLS Servers and input channels handled
by the server, the number of calls databases it serves, and the number of
switches that send data to the server.
Database
Describes the calls database(s) served by the selected NiceCLS Server.

Currently no data is provided.
Switch
Describes the telephone switch(es) that send data to the selected NiceCLS
Server, including the type and name of the switch(es), the NiceCLS driver
version that supports the switch(es), and the number of data ports on the switch
that send data to the server.
Scheduling NiceCLS Working Hours

The start and stop times for receiving information from the PABX to the NiceCLS database are set
the same way that you set up a weekly recording schedule for NiceLog Voice Loggers. In order to
receive data from the PABX you must mark the Enable CLS Working Hours checkbox in the
Scheduled Recording window.
You can set up your working hours schedule so that you receive data in one continuous period or
two periods per day divided by a pause.
For more information about setting a schedule, see Setting Up a System-Wide Recording Schedule
on page 58.

83
7
Supervising NiceScreen Loggers
The NiceScreen Logger enables recording of agent screen activity.
Contents
Defining NiceScreen Logger Alarm Events.................................................................. 86

Viewing a NiceScreen Logger Self-Test Results.......................................................... 87
Viewing Configuration Details for a NiceScreen Logger ............................................ 88
Chapter 7: Supervising NiceScreen Loggers

85
Defining NiceScreen Logger Alarm Events
Defining NiceScreen Logger Alarm Events

You specify which events trigger an alarm by marking a checkbox next to each event that appears
in the Event List in the Supervision Options window. For more information, see Setting Up NICE
Supervision Alarms on page 26.
The following table lists events that appear in the Supervision Options window for the
NiceScreen Logger option.
Event Type
Cause
Logger is not responding
A problem occurring with a Loggers communications.
Screen Logger Error
Error message sent by the NiceScreen Logger.
Screen Logger Warning
Warning message sent by the NiceScreen Logger.
NOTE: For a list of all possible error and warning messages, see Appendix A,
Warning and Error Messages on page 91.

86
Viewing a NiceScreen Logger Self-Test Results
Viewing a NiceScreen Logger Self-Test Results

You can display the results of the most recent self-test performed by a NiceScreen Logger to help
diagnose a problem, or to verify that a problem has been resolved.
The NiceScreen Logger self-test includes the following information:
NiceScreen Logger Status
Status is either OK, or a failure message appears.
Status
Free Disk Space: The amount of free space on the NiceScreen Logger.
Free Kept Space: The amount of free kept space on the NiceScreen Logger.
Number of current active agents: The number of agent stations currently active.
Number of current recorded agents : The number of agents currently recorded.
Number of current playbacks: The number of playback currently being performed.
To display the results of a NiceScreen Loggers most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen
Logger.
-or-
Choose Test Screen Logger in the Supervision menu.

-or-
Double-click a row (in Text view) or a picture of a NiceScreen Logger (in Graphic view) for a
NiceScreen Logger that has reported a warning (blue) or error (red) message.
The Screen Logger self test window appears, displaying the results of the selected NiceScreen
Loggers most current self-test.
Figure 7-1
Screen Logger Self-Test Window

87
Viewing Configuration Details for a NiceScreen Logger
Viewing Configuration Details for a NiceScreen Logger

You can view the details about a NiceScreen Loggers configuration to help diagnose and resolve
an equipment problem. The following types of information are displayed for NiceScreen Loggers:
Communication: Indicates the selected NiceScreen Loggers address and the interface type
used to access the NiceScreen Logger.
Maximum Recording Agents: The maximum number of agents that the NiceScreen Logger
can record.
Maximum Playback: The maximum number of playbacks that can be performed.
Synchronized Voice Logger ID: The ID of voice Logger used for synchronization.
Software Version: Indicates the software version of the NiceScreen Logger.
To view a NiceScreen Loggers software configuration details:

1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen
Logger.
-or-
Choose Screen Logger configuration in the Supervision menu.

The Screen Logger Configuration window appears with the ID of the selected NiceScreen
Logger, and displaying the NiceScreen Loggers configuration details.
Figure 7-2
NiceScreen Logger Configuration Window

88
A
Warning and Error Messages
This section provides a list of all warning and error messages that can appear in the NICE
Supervision window. These messages can be generated by supervised NiceLog or NiceCall Focus
Voice Loggers, NiceCLS Servers, NiceScreen Loggers and DAT Library Servers. Each message is
accompanied by a description of the recommended course of action to be taken if the message
appears.
Messages are listed according to name of the event. The events are listed in the tabs of the
Supervision Options window (described in Chapter 2).
Communication errors and internal errors are listed in this appendix, but do not appear in the
Alarm events area of the Supervision Options window. Supervision messages can be grouped as
follows:
Message Numbers
Category
Begins on...
Voice Logger BIT Messages
page 92
1000 - 1999
NiceCLS API Error Messages
page 102
2000 - 2099
NICE Media Library BIT Messages
page 106
2100 - 2199
NiceScreen Logger BIT Messages
page 107
2200 - 2299
TIM BIT Messages
page 108
2300 - 2399
AMU Messages
page 108
600 - 999
Appendix A: Warning and Error Messages

91

The following messages can be generated by a NiceLog Voice Logger.
Message
Number
Message Text
Recommended Action
601
ADIF board <board no.> not responding
Shut down or reset Logger.
602
ADIF board <board no.> firmware not loaded
603
ADIF board <board no.> - IO failure
604
ADIF board <board no.> - DPR failure
605
ADIF board <board no.> - no interrupts
606
ADIF board <board no.> Self-Test failed
607
APA board <board no.> not responding
608
APA board <board no.> DSP firmware loading

error
609
APA board <board no.> DSP Self-Test failed
610
Internal Error
Call NICE customer support.
611
System files corrupted
Some of the audio may be

lost. Call NICE customer
support.
612
Data files corrupted

lost. Call NICE customer
support.
613
Logger was not properly shut down
614
Free space on disk is only <amount>%
Unlock or Delete recordings.
615
No DAT for Retrieval <deck no.>
Insert a DAT or Quit Retrieval.
616
No DAT for Manual Archiving <deck no.>
Insert a DAT or Quit Manual.
617
No DAT for Automatic Archiving (deck <deck

no.>)
Insert a DAT.
618
Automatic Archiving suspended - Busy for

Retrieval
Quit Retrieval.
619

Manual
Quit manual archiving.
620
Too many recordings - retrieval not completed

(deck <deck no.>)
Unlock recordings, and

activate automatic deletion.

92
Voice Logger BIT Messages (Continued)

Message
Number
Message Text
Recommended Action
621
Retrieval aborted (deck <deck no.>) - disk

was full
Unlock recordings, and

activate automatic deletion.
622
Invalid DAT format (deck <deck no.>)
Eject the DAT.
623
Drive failure - deck <deck no.>
Reset the deck. Eject button in

Deck window changes to
Reset.
624
Internal failure with deck <deck no.>

Reset.
625
Cannot append to this DAT (deck <deck no.>)
Eject and replace DAT.
626
Defective DAT in deck <deck no.>
627
DAT in deck <deck no.> is Write-Protected
Eject and replace DAT or

remove the write protection.
628
No data in DAT in deck <deck no.>
629
Data in DAT is too recent (deck <deck no.>)
630
Data on DAT in deck <deck no.> from another

Logger
631
DAT was manually ejected from deck

<deck no.>
Eject the DAT.
632
Drive failure - deck <deck no.>

Reset.
633
Failure in hard disk <disk ID>

lost. Call NICE Customer
support.
634
ADIF digital board <board no.> E1 - Framing

error
Check digital link wires.
635
ADIF digital board <board no.> E1 - Remote

Alarm Indication (RAI)
636
ADIF digital board <board no.> E1 - Loss of

Synchronization (LOS)
637
ADIF digital board <board no.> E1 - Alarm

Indication Signal (AIS)
638
ADIF board <board no.> No Signal (NOS)

93

Message
Number
Message Text
Recommended Action
639
Automatic Archiving suspended for Retrieval
Quit Retrieval.
640

Manual
Quit manual archiving.
641
LAF board <board no.> not responding
642
LAF board <board no.> firmware not loaded
643
LAF board <board no.> initialization failed
644
LAF board <board no.> configuration failure
645
LAF board <board no.> specified time does

not exist
646
LAF board <board no.> loss of

synchronization
647
Deck <deck no.> is dirty and must be cleaned.
Clean the DAT deck.
648
Deck <deck no.> should be cleaned.
Clean the DAT deck.
649
ISDN board <board no.> - command failed
650
ISDN board <board no.> - initialization failed
651
ISDN board <board no.> - Self-Test failed
652
Automatic Archiving suspended
Finish or stop retrieval

operation.
Make sure that there is a DAT
inserted.
653
Access to DAT in deck <deck no.> is denied
Eject and replace the DAT.
654
MASC board (board <board no.>)

initialization failed
655
MASC board <board no.> switch failed
656
MASC board <board no.> Self-Test failed
657
MASC board <board no.> framing error
658
6DAT- hardware error
659
Automatic archiving suspended for Erase DAT
660
NTCM digital board <no> - Error
661
NTCM digital board <no> - Error
662
One of the power supplies is damaged
Check power supplies.

94

Message
Number
Message Text
Recommended Action
663
NORTEL_VTG board <board no.> Initialization failed
Restart the Logger and call

NICE Customer Support.
664
NORTEL_VTG board <board no.> Synchronization to switch failed
Restart the Logger and call

NICE Customer Support.
665
Locked space on disk is <board no.> %
Delete calls or recordings.
666
RTS is not responding
Call NICE Customer Support.
667
One of the DAT cassettes in the 6DAT

autoloader is malfunctioning
Replace DAT cassettes in the

6DAT autoloader.
668
VICO board <board no.> - initialization failed
669
VICO board <board no.> - Error
670
Mirror device error
671
ETAI board <board no.> - initialization failed
672
ETAI board <board no.> - line (trunk) error
Check switch trunk

connection.
673
ETAI board <board no.> - switch error
674
ETAI board <board no.> - DSP error
675
NATI board <board no.> - initialization failed
676
NATI board <board no.> - channel(s) error
677
NATI board <board no.> - switch to MVP error
678
NATI board <board no.> - DSP(s) error
679
ISDN board <board no.> - channel(s) error
680
ISAC boards - Logger critical error
681
ISAC boards <board no.> - Hardware error
682
ISAC boards <board no.> - Selected clock

error PBX digital link wires
Check PBX digital line wires.
683
ISAC boards <board no.> - Dataline error
684
ISAC boards <board no.> - Right clock error
685
ISAC boards <board no.> - Left clock error
686
ISAC boards <board no.> - Right frame

synchronization error

95

Message
Number
Message Text
Recommended Action
687
ISAC boards <board no.> - Left frame

688
Error: Call Administrator Now! Checksum

error in Logger Files
Call your Administrator NOW!
690
Archiving finished on deck <deck no.>. Open

the door and replace the media to continue
Automatic Archiving
691
Cannot eject DVD from deck <deck no.>.

Open the door and try again
692
Waiting for BSRV restart (new RTS device

was added/removed)
693
Connection to RTS failed
694
Cannot add RTS device (device number is

occupied)
695
General backup error on deck <deck no.>. For

more information open Backup Application
696
The media in the device <device no.> cannot

be used anymore (load count is exceeded)
697
DBM initialization error
A critical problem occurred in

the Logger database
initialization.
698
Driver initialization error
A problem occurred in the

hardware initialization.
Check configuration fits
hardware.
Check hardware and cabling.
699
General hardware critical error
Contact NICE Customer

Support
700
Low statistics alarm on <n> input channels.
Check Activity Detection

threshold.
701
<nos> input channels are not responding
Check physical connection of

input channel.

96

Message
Number
702
Message Text
Recommended Action
ROB malfunction
1. Restart the Logger.

2. Call NICE Customer
Support.
703
Disk is full
Unlock or delete recordings.
704
NORTEL_VTG board <no> - Initialization

failed
NORTEL_VTG board <no> - Synchronization

to switch failed
Hardware failure at one input channel
1. Check the cables

connected to the video
camera.
705
706

Support.
Support.

Support.
707
Hardware failure at input channels
1. Check the cables

cameras.
Support.
708
Hardware failure at one output channel
1. Check the cables

connected to the monitor.
Support.
709
Hardware failure at output channels
1. Check the cables

connected to the monitors.
Support.
710
No signal at one input channel
1. Check the cables

camera.
Support.

97

Message
Number
711
Message Text
Recommended Action
No signal at input channels
1. Check the cables

cameras.
Support.
712
One of the DAT cassettes in the 6DAT

autoloader is malfunctioning
Replace DAT cassettes in the

6DAT autoloader.
713
No more locked space on Disk
Unlock or delete recordings.
714
Locked space on disk is low
Unlock or delete locked

recordings.
715
High Statistics Alarm: On <no.> input

channel(s)
716
ROB power off
730
Dongle was not initialized
731
Dongle was already initialized
732
Dongle device not supported
733
Dongle initializing failed - function not

supported
734
Connection to Dongle failed
735
Dongle initializing failed - Network error

occurred
736
No device available for Dongle
737
Dongle initializing failed - Wrong parameter

occurred
738
Dongle initializing failed - HL-Server not API

version
739
Dongle initializing failed - error on memory

allocation
740
Dongle initializing failed loading HLVDD.DLL

failed
750
ISAC2 boards - Logger critical error
751
ISAC2 board <board no.> - Hardware error

98

Message
Number
Message Text
Recommended Action
752
ISAC2 board <board no.> - Selected clock

error
Check PBX digital link wires.
753
ISAC2 board <board no.> - Dataline error
754
ISAC2 board <board no.> - Right clock error
755
ISAC2 board <board no.> - Left clock error
756
ISAC2 board <board no.> - Right frame

757
ISAC2 board <board no.> - Left frame

760
ADIF3 board <board no.> - DSP error
761
ADIF3 board <board no.> - Timing and control

FPGA error
762
ADIF3 board <board no.> - Adpcm FPGA

error
763
ADIF3 board <board no.> - Hardware error
764
ADIF3 board <board no.> - External clock

synchronization problem
770
DLI board <board no.> - communication error
Shut down and reset Logger.
771
DLI board <board no.> - channel(s) error
Shut down and reset Logger
772
VoIP Driver initialization error
A problem occurred in the

ExternalCap initialization.
Check ExternalCap
configuration.
773
DLI Driver initialization error
A problem occurred in the DLI

initialization.
Check the DLI configuration,
hardware, and cabling.
800
Process Board Error

Support.
801
TLI Board Error

Support.
802
FLI Board Error

Support.

99

Message
Number
Message Text
Recommended Action
803
LAF Board Error

Support.
804
APA Board Error

Support.
805
Failure in Hard Disk

Support.
806
Disk Storage is Full
Check that Automatic

Deletion is running properly.
808
Internal Error

Support.
809
Hardware Error

Support.
810
DAT Media Failure

Support.
811
DAT is write-protected
Remove the protection so

that the Logger may archive
on the DAT cassette.
812
No init header
Replace DAT cassette.
813
Data on DAT is too recent

Support.
814
Cannot append to DAT

Support.
815
DAT was manually ejected

Support.
816
No DAT for automatic archiving
Insert a DAT into the deck.
817
Automatic archiving suspended

Support.
818
System Configuration Error

Support.
820
Improper Logger shut down

Support.
821
Database consistency changed

Support.
822
BTAI2 board <board no.> - DSP <no.> error

Support.

100

Message
Number
Message Text
Recommended Action
823
BTAI2 board <board no.> - initialization failed
Shutdown or reset Logger.
824
BTAI2 board <board no.> - line (trunk) error
Check switch trunk

connection.
825
BTAI2 board <board no.> - Matrix error
Restart the Logger and

contact NICE Customer
Support.
826
BTAI2 board <board no.> - FPGA error

Support.
827
ETAI2 board <board no.> - error

Support.
828
ETAI2 board <board no.> - line error
Check switch trunk

connection.
829
ETAI2 board <board no.> - matrix error

Support.
830
ETAI2 board <board no.> - DSP error

Support.
831
UDA board <board no.> - DB <no.> DSP error

Support.
832
UDA board <board no.> Matrix critical error

Support.
833
UDA board <board no.> error

Support.

101

Message
Number
Message Text
Recommended Action
1000
Internal - Software restart failure
Shut down and restart the

NiceCLS server.
1100
Driver failed due to an exception.
1. Restart the NiceCLS.

Support.
1200
Driver failed due to user termination.
The Dispatch process should

re-activate the driver without
user intervention.
If it does not:
Support.
1300
Driver not synchronized.

Support.
1301
Too Many Unprocessed Reports

Support.
1302
No Reports Recently Received

Support.
1303
1304
No Reports Recently Received From Ports:

<Port no.(s)>
Internal - Unable to Open Data Port

Support.
Support.
1305
Internal - Unable to Open Data Ports: <Port

no.(s)>

Support.

102
NiceCLS API Error Messages (Continued)

Message
Number
Message Text
Recommended Action
1401
No connection to CTI server
Check the network

connection from NiceCLS to
the Telephony Server or
check if the Telephony Server
is running.
1402
CTI server stream failure
Check the network

is running.
1403
CTI-FAILURE: Universal Failure Conf event.
Check the network

is running.
1404
CTI-FAILURE: Universal Failure event.
Check the network

is running.
1405
CTI-FAILURE: No Response from Telephony

Server.
Check the network

is running.
1406
CTI-FAILURE: Monitor End and Network Not

Obtainable events.
Check the ASAI link between

the Telephony Server and the
Switch.
1407
CTI-FAILURE: Failure opening connection to

the Telephony Server.
Check the network

is running.
1408
Failed to monitor device.
Check if your switch has

enough licenses for
monitoring.
1447
Server Internal failure (%ID)

Support

103

Message
Number
Message Text
Recommended Action
1448
Logger communication failure (with Logger

%ID)
Check communication with

Logger(s)
1449
Invalid Logger Clock (<n> seconds difference

with Logger <Logger no.>
Check Logger(s) Clock.
1450
Service observation failure.
Check for conflict of

observations on the same
extension or agent.
1451
No available channels all recording

channels are in use.
Check if your recording

program is configured
correctly.
1452
Communication problem with Logger
Check voice Logger network

connectivity.
1453
Failed to monitor DSN unable to record.
Check channels
configuration.
1454
All NiceCLS processed restarted due to

excess of process failures
The NiceCLS Dispatch is

restarting the processed
automatically. If the problem
persists, check each
processs reported messages
for more information.
1455
All NiceCLS processed restarted due to lack

of memory

restarting the processed
automatically. If the problem
persists, check each
processs reported messages
for more information.
1470
Overflow in Call Database Insertion Queue.
Check the SQL server is

running and the NiceCLS
database insertion is working.
1471
Too many ongoing open calls.
Check CDR/CTI link and

NiceCLS driver for missing
End of Call events.
1472
Agent logon table overflow
1485
Overload of CPU/Memory in one of the

NiceCLS processes

restarting the process
automatically.

104

Message
Number
Message Text
Recommended Action
1486
Network problems (external and clusterinternal)
Check that network

connections to the Cluster are
configured properly.
1487
Disk writing and mirroring problems.
Check that the disks array is

connected properly and its
power supply is turned on.
1500
L2 maximum locked calls limit has been

reached
Wait or unlock some calls if

more L2 locks are needed
1501
Oldest calls were auto-deleted regardless of

evaluated state
Make sure you remove old

calls
1502
Lock/Unlock request received but call was not

found on Logger
Run Query again. Call might

have been manually deleted
1600
Internal Failure
1601
Internal - Not responding
1602
Internal - Not running
1700
NiceCLS configured to work in Log Debug

mode.
Change logging level to

warning or error.
1800
Connection to database failure
1801
Database backup failure
1802
Database backup failure
1803
Insertion rate too high
1804
Internal - database is full
1805
Internal - log is full
1806
NiceCLS detects that calls are arriving from

the Secondary CLS only
The NiceCLS database

server is initiating a takeover.
Check later that the driver
and the call server are up and
functioning properly on the
Secondary CLS.
1807
Database Internal Failure (%ID)

105

Message
Number
Message Text
Recommended Action
1808
Backup failure (%ID)
Insert/replace tape.
1810
NiceCLS Dispatch went down unintentionally
NiceCLS Redundancy
Manager is restarting the
Dispatch automatically.
1811
A passive client of the NiceCLS Redundancy

Manager initiated a takeover
NiceCLS Redundancy
Manager is initiating a
takeover.
1900
Mirror - Disk failure
1901
Mirror - Initiating started
1902
Mirror - Dirty shut down
1903
Mirror - Missing disk
1911
Mirror failure

Message
Number
Message Text
Recommended Action
2000
Error: Hard disk failure
2001
Error: Hard disk is full
2002
<amount> printers out of <amount> are not

responding
Check connection between

DAT Label Printer and NICE
Supervision Station. Call
NICE customer support.
2003
Error: Database is corrupted

106

Message
Number
2100
Message Text
Recommended Action
Screen Logger is not responding
1. Check that the Screen

Logger is running.
2. Ask the network
administrator to check that
the network is OK
2101
Hard disk error
2102
There are < no.> ungenerated key frames
1. If the system is loaded and

you cant start recording
because there are too many
key frames, the data rate is
too high. Stop recording, and
allow the key frame feature to
run.
2. Check that the key frame
generator exists.
2103
Time synchronization with voice Logger failed
1. Check that the Logger

address in the Screen Logger
is correct.
2. Check that the Logger is
powered up.
3. Ask the network
administrator to check that
the network is OK.
Support.
2104
Warning: There are <no.> ungenerated Key

Frames
1. If the system is loaded and

you cant start recording
because there are too many
key frames, the data rate is
too high. Stop recording, and
allow the key frame feature to
run.
2. Check that the key frame
generator exists.

107
TIM BIT Messages
TIM BIT Messages

TIM BIT Messages
Message
Number
Message Text
Recommended Action
2200
TIM is not responding
Call NICE Customer Support
2205
Dialogic board %d - Port %d - Error
2206
Logger <Logger no.> is not responding
AMU Messages
AMU Messages
Message
Number
Message Text
Recommended Action
2300
Error: ADIF Board - Self -Test failed
2301
Error: APA Board - Self-Test failed
2302
Error: MSC board - Self-Test failed
2303
Error: Initialization failed

108
B
Sample Call Activity Reports
Using the NICE Supervision application you can create a call activity report that displays the
quantity of calls recorded and total recording time based upon the time interval, Logger(s), and
input channels that you specify. The format of your report can be an area, column, line, or XY
(Scatter) graph in two-dimensional or three-dimensional format.
This appendix includes sample activity reports.
For more information about what is displayed in an activity report, see Creating Call Activity
Reports on page 43.
Contents
Column Graph............................................................................................................... 110

3D Column Graph ......................................................................................................... 110
Area Graph .................................................................................................................... 111
3D Area Graph .............................................................................................................. 111
Scatter Graph ................................................................................................................ 112
3D Scatter Graph .......................................................................................................... 112
Line Graph..................................................................................................................... 113
3D Line Graph ............................................................................................................... 113
Appendix B: Sample Call Activity Reports

109
Column Graph
Column Graph
Figure B-1 Column Graph
3D Column Graph
Figure B-2 3D Column Graph

110
Area Graph
Area Graph
Figure B-3 Call Activity Area Graph
3D Area Graph
Figure B-4 3D Call Activity Area Graph

111
Scatter Graph
Scatter Graph
Figure B-5 XY (Scatter) Graph
3D Scatter Graph
Figure B-6 3D Scatter Graph

112
Line Graph
Line Graph
Figure B-7 Line Graph
3D Line Graph
Figure B-8 3D Line Graph

113
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
CCA.
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.
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.
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.
Glossary
115
Agent
Agents are personnel in a call center that make or answer telephone calls.
Agents View
NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT
Advanced Intelligent Technology. Magnetic 8 mm. tape cassette on which recorded audio can be
stored for long-term archiving. AIT cassettes store up to 25 GB of data.
Alarm
Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated
on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.
Alarm event
Any event that might occur in a supervised unit that causes the NICE Supervision Station to
activate an alarm.
ANI
Automatic Number Identification (Incoming calls). See CLI.
API
Application Programming Interface.
Archiving
Process of copying recorded audio files to DAT cassette for long-term storage.
Audio Segment
Specific term for a length of audio that is created when audio is recorded from a start time to a
stop time that are defined by parameters that are customized for your NiceLog System.
CDR
Call Details Reports.
Glossary
116
Channel
A transmission path between two points. It is usually the smallest subdivision of a transmission
system by means of which a single type of communications service is provided. It is also referred
to as a line.
Channels Mode
NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI
Calling Line Identity. See ANI.
Client
A computer which accesses files or other services from a second computer called a server. Some
processing may take place on the client machine but generally the server handles most of the
information processing.
CLS
Call Logging System.
Coldstart Logger
To restart the NiceLog Logger and delete its stored audio.
Connected Logger
The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the
NiceLog Workstation application.
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.
Glossary
117
DAT cassette
Digital Audio Tape cassette. Magnetic 4 mm. tape cassette on which recorded audio can be
stored for long-term archiving. DDS-2 DAT cassettes can store up to 4 GB, while DDS-3 DAT
cassettes store up to 12 GB.
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
The DCF77 board is an optional card installed in the NICE Supervision Station to receive code
from an external DCF77 system in Western Europe.
DDI
Direct Dialing in Number
DID
Direct Inward Dialing
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.
Glossary
118
Energy Detector
Type of Activity Detector based on average volume of the audio signal on the input channel.
Free Seating
Free seating allows the agent to sit at different location with a different extension at each work
session.
G729A
Advance 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.
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 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.
Glossary
119
Media Library
Optional feature which keeps track of the DAT cassettes or other archiving media, and controls
the Media Label Printer.
Minimum activity rate

Percentage of audio activity detected on the input channel during the specified time period
(typically 72 hours.)
Monitoring
Listening to audio as it is being received by an input channel in a Logger.
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.
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.
NICE Supervision application

Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise
system-wide Logger events in multi-Logger NiceLog Systems.
NICE Supervision Station

PC that runs the NICE Supervision application.
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 control software.
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 login to the NICE Administrator application.
Glossary
120
NTP
Network Time Protocol. A protocol for synchronizing the clocks on hosts on a network to that of a
single master time-keeper.
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.
Output device
Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to
an output channel on the Logger. Audio from playback or monitoring is reproduced through the
output device connected to the selected output channel.
PCM
A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback
Reproduction of recorded audio on an output device.
Position
Logical grouping of multiple input channels which represents the input devices (e.g., headset,
handsets) that are physically located at a single seat or position. Input channels can be displayed
grouped in positions in the NICE Query application.
Pre-defined Selective Recording

An option that enables you to sum multiple devices to one input channel of a Logger.
Random Monitoring
NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for
quality assurance.
Glossary
121
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.
Recording on Demand
An option that enables you to click on an icon in the Recording on Demand window in order to
stop and start recording for your own extension.
Reproducer
PC in which one or two archival decks are installed to enable retrieval of archived audio from
archiving media to a NiceLog Logger. A Reproducer PC 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
122
Supervisor
Person in charge of administrating NICE Supervision.
sysadm
User ID of the NiceLog System Administrator.
TDA (Texas Instruments DSP Array)

A card which enables high-audio compression rates. See ACA.
Threshold
The maximum level of noise in the channel before it is considered Active. The default value is
49.
Transcription
An option that enables you to open a Word document and to control playback while transcribing a
recording.
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.
Trunk Side
Trunk side connections connect the system to other switching systems.
UDA
A card which enables high-audio rates. See G729A.
VOX
An optional type of Activity Detector that recognizes the characteristics of human speech in input
signals and rejects noise.
Glossary
123
Index
A
B
C
Activity detection 40
ADIF card 56
ADIF3 card 56
Alarm
icons 19
Alarm events
defining 54
Alarms
disabling 30, 31
enabling 30, 31
Media Library 74
NiceCLS 80
responding to 32
screen Logger 86
setup 26
status icons 31
Audit Trail 36
Automatic dialer
setting 27
setup 30
Coldstarting 71
Columns
list of 19
Compression rate 40
Configuration
Media Library Server 76
NiceCLS 82
screen logger 88
Configuring
a loggers clock 64
Logger Channel IDs 67
Board types 56
BTAI2 card 56
Card types 56
Channel ID
configuring 67
Channel Information
creating report 40
Channels Statistics Alarms
creating report 42
Clocks
configuring 64
Daylight Savings Time 66
setting the loggers clock 64
synchronizing 63
Daylight Savings Time 66

DCF77 63
Debug
viewing debug information 69
Disabling
alarms 31
Enabling
alarms 31
Error messages 91
ETAI card 56
ETAI2 card 56
Exiting NICE Supervision 23
Faxing
detailed information 33
Supervision information manually 33
system information 33
Formats
changing in reports 45
Graphic view 20
Index
125
Icons
alarm 19
alarms 31
toolbar 21
LAF
card 56
setup 63
Logger
coldstarting 71
resetting 70
shutting down 70
Logger information
downloading 62
uploading 62
Logger Mirroring Error
resetting 69
Login 16
Logout 23
M Media Library
alarm events 74
report 77
Self-Test 75
server configuration details 76
NATI card 56
NiceCLS
alarm events 80
configuration details 82
self-test 81
Supervising 79
working hours 58, 83
NTP 63
Parameters
automatic dialer 30
Password
changing 21
Recording
and holidays 60
and weekends 59
Recording schedule
Setup 58
Reports
Audit Trail 36
Call Activity 43
Channel Information 40
Channelsstatistics alarms 42
Media Library 77
Standby Logger Statistics 48
switching formats 45
Reset Logger Mirroring Error 69
Resetting a logger 70
Responding to alarms 32
Scheduled Recording
disabling 61
Screen Logger
alarm events 86
configuration details 88
self-test 87
Segment creation
activity 41
DTMF 41
On/Off Hook 41
Self-test
minutes between reports 27
viewing results 55
Setup
automatic dialer parameters 30
of alarms 26
recording schedule 58
Shutdown 70
SNMP options
enable 27
Sorting the displayed list 18, 20
Standby Logger Statistics
creating report 48
Starting the application 16
Supervised units 18
Supervision window 18
grahic view 20
text view 18
toolbar 21
Synchronizing Logger clocks 63
Index
126
T
U
Text view 18
W Warning messages 91
Working Hours
NiceCLS 83
UDA card 56
User ID 16
Index
127

NICE Supervision User's Manual

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

NICE Supervision User's Manual

Uploaded by

Copyright:

Available Formats

NICE Supervision User's Manual

PART I - NICE Supervision General Capabilities

Starting NICE Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Setting Up NICE Supervision Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Using the NICE Supervision Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

PART II - NICE Supervision Product Specific Capabilities

Defining Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Defining Media Library Alarm Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Defining NiceCLS Servers Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Defining NiceScreen Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . 86

PART III - Appendices

Voice Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

About NICE Supervision

Identify alarm conditions

Respond to warning and error messages

About this Manual

About this Manual

About this Manual

PART III - Appendices

This page is left intentionally blank for double-sided printing.

PART I - NICE Supervision General

This page is left intentionally blank for double-sided printing.

Starting NICE Supervision ............................................................................................. 16

Chapter 1: Getting Started With NICE Supervision

Starting NICE Supervision

Starting NICE Supervision

To start the NICE Supervision application:

The Login Supervision window appears.

Login Supervision Window

The NICE Supervision window appears.

Chapter 1: Getting Started With NICE Supervision

Starting NICE Supervision

NICE Supervision Window - Text View

Chapter 1: Getting Started With NICE Supervision

NICE Supervision Window

NICE Supervision Window

NICE Supervision Window - Text View

To switch the NICE Supervision window to Text view:

In the NICE Supervision window, choose Text in the View menu.

NICE Supervision Window - Text View