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NICE Perform®

Release 3.1

Integration with Cisco Unified Communications


Manager using TAPI
April 2009
385A0645-02 Rev. A2

®
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Revision History
Integration with Cisco Unified Communications Manager using TAPI

Revision Modification Date Description

A1 February 2009 • Added the Quick Guide, see Quick Start on page 15
• Added the Application User, see Defining an AXL -
Application User on page 50.
• Updated the NICE Testing and Debug tools, see Using
NICE Testing and Debug Tools on page 151.
• Updated the troubleshooting information and added
CUCM Troubleshooting, see Troubleshooting
on page 227.
• Added CUCM 5.X configuration as an appendix, see
Configuring CUCM 5.X on page 285.
• Added additional troubleshooting for TAPI, see Events
Are Not Received on page 244 and Extension
Mobility Log In/Log Out Problems on page 244.

A2 April 2009 • Limitations updated, see Limitations on page 37.


• Updated Key Manager information, see Key Manager
on page 81 and Configuring Individual Components
on page 109.
Blank page for double-sided printing.
Contents
1
Quick Start 15
You are Here - NICE Perform Site Installation Workflow. . . . . . . . . . . . . . . . 16
Cisco UCM with TAPI Passive Integration Workflow. . . . . . . . . . . . . . . . . . . 17
CUCM with TAPI Integration - At A Glance . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Pre-integration Requisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Cisco Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
NICE Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2
Overview 25
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
NICE Perform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
CUCM Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Multiple Cisco TSPs Communications Manager . . . . . . . . . . . . . . . . . . . . . 33
Clustered Cisco Unified Communications Managers . . . . . . . . . . . . . . . . . . 34
Database Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Supported Database Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Scenario Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Rollover Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Contents 7

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
3
Configuring the CISCO Unified Communications Manager 39
Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Defining a Cisco Application User (nicecti user). . . . . . . . . . . . . . . . . . . . . . 41
Configuring the Device Association - Telephones and CTI Ports . . . . . . . . . 44
Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . . 47
Viewing the Application User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Defining an AXL - Application User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Enabling Display of Business Data in NICE Perform . . . . . . . . . . . . . . . . . . 56
Configuring the Alerting Name and Display Internal Call ID in the CUCM . . 56

4
Installing the TSP Client on the NICE Interactions Center 59
Installing and Configuring the Telephone Services Provider (TSP) Client . 60
How Many TSP Clients Do I Need? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Downloading the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Installing the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Configuring the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

5
Configuring CTI Integrations for TAPI 73
Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
CTI Connection Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
TSAPI Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
General CTI Connection Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Monitoring Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Monitoring ACDs (Hunt Pilot/Groups) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Monitoring IVRs (CTI Ports) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Monitoring Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Extension Mobility Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Key Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Contents 8

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Defining a CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Additional Integration Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Configuring Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Defining Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Activating the Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Managing Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Importing Available Devices from the Switch . . . . . . . . . . . . . . . . . . . . 103
Importing Devices from Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Exporting Devices to a Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
TSAPI Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

6
Configuring Business Data 113
Configuring Additional CTI Fields (Business Data). . . . . . . . . . . . . . . . . . . 114

7
Configuring Channel Mapping 119
Does your Site Support AXL?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Channel Mapping Workflow for Passive VoIP Devices . . . . . . . . . . . . . . . . 121
Defining the Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Defining the Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Configuring Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Channel Mapping Workflow for Passive VoIP Gateways . . . . . . . . . . . . . . 128
Defining the Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Defining the Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

8
Installing the NICE Integration Software 131
Installing the NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Verifying the TSP Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Enabling Display of NICE System Information . . . . . . . . . . . . . . . . . . . . . . 140

Contents 9

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Modifying the NICE CTI software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Repairing NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Removing NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Upgrading the NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Verifying the Version Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

9
Using NICE Testing and Debug Tools 151
Gather Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Preparing the Open Service Request Procedure Workflow . . . . . . . . . . . . 153
Submit an Open Service Request Procedure - Checklist . . . . . . . . . . . . . . 154
Open Service Request Procedure - Form to Submit . . . . . . . . . . . . . . . . . . 157
Procedure 1: If a Problematic Scenario Occurs, What Should I Do? . . . . . 161
Log File Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Procedure 2: Setting Reporting Levels and Activating Debug Tools . . . . . 162
Setting Up the Log Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . 163
Setting the Call Server, RCM, and Database Server Reporting Level . . . . 170
Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Setting Up the Events Spy to Receive Events . . . . . . . . . . . . . . . . . . . 173
(Optional) Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . 174
Sending Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Setting Up the CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Changing CAPI Spy Connection Details . . . . . . . . . . . . . . . . . . . . . . . 178
Setting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . 179
Setting Up the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Setting Up TAPIMonitor as a Debug Tool . . . . . . . . . . . . . . . . . . . . . . . . . 192
Procedure 3: Restarting the System and Running Problematic Scenario . 195
Procedure 4: Collecting Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Prepare a List of Devices and Resources . . . . . . . . . . . . . . . . . . . . . . . . . 196
Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . . . . 197
Collecting and Saving TSP Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Contents 10

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Collecting and Saving Event Spy Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Saving Events in a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Saving Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Saving Selected Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility . . . . . . 202
Collecting the Debug Service Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Collecting the TAPIMonitor Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Procedure 5: Reset the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Resetting the Call Server, RCM, and Database Server Reporting Levels . 206
Resetting the TSP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Resetting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . 209
Resetting the Event Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Resetting the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 214
Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 219
Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Opening the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Filtering Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Resetting the Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Managing the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Using the Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

10
Troubleshooting 227
TAPI Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
A Complete List of Lines does not Appear . . . . . . . . . . . . . . . . . . . . . . . . 228
Resetting the CTI service on the CUCM cluster . . . . . . . . . . . . . . . . . . 228
No Lines Appear in TAPIMonitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
TSP’s STATUS certificate is not Available (Secured Connections Only) . . 232
Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly . . . . . . 233
Calls via the IVR are not Reported Correctly . . . . . . . . . . . . . . . . . . . . . . . 235
Contents 11

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Group PickUp Scenarios are not Reported Correctly . . . . . . . . . . . . . . . . 238
Call Park Scenarios are not Reported Correctly . . . . . . . . . . . . . . . . . . . . 240
Receiving No Events for a Specific Device . . . . . . . . . . . . . . . . . . . . . . . . 242
Events Are Not Received . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Extension Mobility Log In/Log Out Problems . . . . . . . . . . . . . . . . . . . . . . . 244
SIP Log Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

A
Additional Parameters 245
CTI Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
TAPI CTI Interface - Interface Connection Details Parameters . . . . . . . . . 246
TAPI CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . 249
Connection Manager Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . 252
Configure Connection Manager - Interface Parameters . . . . . . . . . . . . . . . 255
Driver Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Additional Driver Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
CTI Analysis Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Additional Driver Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Media Provider Controller Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

B
Configuring the CISCO Unified Communications Manager 275
Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Defining an End User (nicecti User) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Associating User Groups with the End User . . . . . . . . . . . . . . . . . . . . . . . 280
Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . 282
Viewing the End User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

C
Configuring CUCM 5.X 285
Switch Configuration: Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Switch Configuration: End User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Switch Configuration: User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Contents 12

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . 290
Switch Configuration CCM 5.X Secured. . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Switch Configuration: CapF Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Switch Configuration: End User Summary . . . . . . . . . . . . . . . . . . . . . . . . 292
TSP Client Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Downloading the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Installing the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Configuring the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

Index 301

Contents 13

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Blank page for double-sided printing.
1
Quick Start

This chapter provides experienced NICE installers with a Quick Start guide to the NICE
integration of Cisco Unified Communications Manager (CUCM) using TAPI.

Contents

You are Here - NICE Perform Site Installation Workflow............................................. 16


Cisco UCM with TAPI Passive Integration Workflow .................................................. 17
CUCM with TAPI Integration - At A Glance................................................................... 18

Chapter 1: Quick Start 15

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
You are Here - NICE Perform Site Installation Workflow

You are Here - NICE Perform Site Installation Workflow

Legend: Prepare Machines


Mandatory
component Install MS SQL Server 2005 and NICE Perform Databases
Optional
component
Install NICE Perform Applications and
Integration define in System Administrator
dependant

Install and Connect one of the following:


NiceLog High Density Logger
- or -
Interaction Capture Unit (ICU)
- or -
Branch Extensions Logger (BXL)
- or -
NICE VoIP Logger
and define in System Administrator

Install VoIP Recording Gateway (VRG) and


define in System Administrator

Configure the NICE Interactions Center in the System Administrator


then install the NICE Interactions Center software

You are Here Configure and then Install CTI Integrations

Define Channel Mapping in the System Administrator

Install NICE IA Link Analysis Server


on the Data Mart Server

Install NMS
and define in System Administrator

Install relevant optional components and define in System Administrator:


Audio Analysis Telephony Services NiceScreen
NICE Storage Center Stream Server ScreenSense
Media Library Reporter Server

Install the latest approved NICE Update

Perform Required Installation and Acceptance Test Procedures

NOTE:
See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site
installation workflow.

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Cisco UCM with TAPI Passive Integration Workflow

Cisco UCM with TAPI Passive Integration Workflow


The following flow details the components required in the TAPI integration.
For relevant links that refer to the numbered procedures, see the CUCM with TAPI Integration -
At A Glance on page 18.

Chapter 1: Quick Start 17

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM with TAPI Integration - At A Glance

CUCM with TAPI Integration - At A Glance


The CUCM with TAPI Integration - At a Glance is a quick start guide for experienced installers
only.
It gives you a quick overview of the complete integration together with specific steps that are
unique to the TAPI integration.
The CUCM with TAPI Integration - At A Glance consists of the following:
• Pre-integration Requisites
• Cisco Installation
• NICE Installation

Pre-integration Requisites
Procedure For more information...
Procedure 1: Pre-integration Requisites
Ensure that the system is fully prepared for the
integration:

‡ • Do you know the CUCM IP address and port?

‡ • If there is a secondary CUCM, do you know its IP


address and port?

‡ • Do you know the nicecti user name and password? See Step 2.2 on page 42.

‡ • Do you know the AXL user name and password? See Step 2.2 on page 51.

‡ • Do you know the AXL port?

‡ • Do you have a list of extensions that need to be


monitored?

Chapter 1: Quick Start 18

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CUCM with TAPI Integration - At A Glance

Cisco Installation
This part of the installation should be performed by the Cisco Site Engineer.
Print this out and mark off each step as you perform it.
When necessary, note down the relevant Cisco information that the NICE installer requires to
complete the integration.

NOTE: Each step that is specific to the TAPI integration is prefaced with ¾.

Procedure For more information...


Procedure 2: Configure a nicecti Application User (for
standard configurations)

‡ 1. In the CUCM, define an Application User with the user See Step 2.2 on page 42
name nicecti.

‡ 2. Add the nicecti Application User to the following user See Step 3.3 on page 43
groups:
• Standard CTI Allow Call Monitoring
• Standard CTI Allow Call Park Monitoring - only
select when you need to monitor Call Parks.
• Standard CTI Allow Call Recording
• Standard CTI Enabled (for both secured and
non-secured connection configurations)
• Standard CTI Secure Connection (only for
secured connection configurations)

‡ 3. Verify that all groups and roles appear in the See Step 4 on page 44
Permissions Information area.

‡ 4. Add the devices that you want to monitor. See Step 1 on page 44

Procedure 3 - Optional: Configure an AXL Application User (for all configuration types if
supported)

‡ 1. Does your site support AXL? If so, you should perform


this procedure.

‡ 2. In the CUCM, define an Application User for AXL with See Step 2.2 on page 51
the user name niceaxl.

‡ 3. Add a new user group with the user group name AXL See Step 3.2 on page 52
User Group.

‡ 4. Assign roles to groups - Standard AXL API Access. See Step 5.3 on page 53

‡ 5. Add the niceaxl Application User to the AXL user See Step 6 on page 54
group.

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CUCM with TAPI Integration - At A Glance

Procedure For more information...


Procedure 4: Enabling display of Business Data

‡ 1. From the Device menu, select Phone. See Step 1 on page 56

‡ 2. Search for the relevant phones. See Step 2 on page 56

‡ 3. Click the relevant phone link and in the Association See Step 5 on page 57
Information area, select the required line.

‡ 4. In the Directory Number Information area, in the See Step 6 on page 57


Alerting Name field enter the relevant Alerting Name.

‡ 5. In the Display (Internal Call ID) field, enter the See Step 8 on page 58
relevant name.

NICE Installation
This part of the installation should be performed by the NICE Site Engineer Installer.
Print this out and mark off each step as you perform it.
When necessary, refer to the relevant Cisco information that the NICE installer requires to
complete the integration.

NOTE: Each step that is specific to the TAPI integration is prefaced with ¾.

Procedure For more information...


Procedure 5: Installing & Configuring the TSP Client
Important: Always download and install the Cisco TSP
software directly from the CUCM Administration to ensure
that you use the correct version for that CUCM and that the
versions match.
Note: The Cisco Site Engineer should be PRESENT when
this is done.

‡ 1. Download the relevant Cisco TSP See Step 2 on page 61

‡ 2. Install the TSP Client. See Step 1 on page 62

‡ ¾ Do you need to install multiple versions of the TSP? See Step 4.2 on page 64

‡ ¾ Restart the computer. See Step 4.5 on page 65

‡ 3. Configure the TSP: Navigate to Start > Settings > See Step 1 on page 66
Control Panel > Phone and Modem Options.

‡ ¾ Click the Advanced tab, then select See Step 3 on page 66


CiscoTSP001.tsp and click Configure.

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CUCM with TAPI Integration - At A Glance

Procedure For more information...

‡ ¾ Click the Users tab. Then, enter the User Name and See Step 5 on page 68
Password.

‡ ¾ Click the CTI Manager tab. Then, enter the IP See Step 7 on page 69
address of the first CTI Manager Server and of the
backup CTI Manager Server.

‡ ¾ Restart the computer. See Step 12 on page 71

Procedure 6: Configuring the CTI Connection

‡ 1. In the CLS and Telephony Switch definitions See Step 5 on page 84


section, select the CUCM telephony switch.

‡ 2. In the CTI Interface type section, select the CTI See Step 6 on page 85
Interface type.

‡ ¾ Do NOT select the Active VoIP checkbox. See Step 6.2 on page 86

‡ ¾ Set the CUCM Version parameter. See Step 8 on page 86

‡ 3. If your version of CUCM supports AXL, import your See Step 9 on page 86
devices from the telephony switch. Expand Additional
Interface Parameters.

‡ ¾ Define the AXL parameters. See Step 9 on page 86

‡ 4. Adding Devices:

‡ ¾ Import a list of devices from the switch to the See Step 10 on page 88
Available Devices section. For detailed information
regarding importing devices
from the switch, see
page 103.

‡ ¾ Add all devices to the Available Devices section: See Step 11 on page 89
Extensions, ACD, IVR and PickUp Group. For detailed information
regarding importing devices
with a text file, see
page 104.

‡ 5. Monitor all devices. See Step 12 on page 93

‡ If there are devices that you DO NOT want to monitor, See Step 12.1 on page 93
move them from the Monitored Devices list to the
Available Devices section.

‡ 6. If you require Call Flow Analysis, a Key Manager, or See Step 13 on page 94
Rejected Devices, select it. For detailed information
regarding Rejected
Devices, see page 98.

‡ 7. Select a Connection Manager and port. See Step 15 on page 95

Chapter 1: Quick Start 21

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CUCM with TAPI Integration - At A Glance

Procedure For more information...

‡ 8. Click Finish. See Step 16 on page 96

Procedure 7: Verify the CTI Integration See page 97

‡ • On the Diagram tab, verify the CTI Integration.


Procedure 8: Configuring the Business Data See page 113

‡ 1. Navigate to Master Site > Database Servers, select See Step 1 on page 114
the relevant database server.

‡ 2. In the Reserved tab, add the relevant Additional CTI See Step 3 on page 115
fields.
For more information about
Note: Be sure to make the size of the fields bigger than the database fields and
the required size.
additional CTI fields, see
3. Repeat for each business data field that you require. page 35.

‡ 4. Navigate to Master Site > CLS Servers and select See Step 5 on page 116
your CLS Server.

‡ 5. On the Business Data tab, map each of the business See Step 8 on page 117
data fields that you configured to the relevant sized
Optional ID.

‡ Note: Change the user permissions in the User’s See the User’s
Administrator application to enable access to these Administrator Guide.
fields in the Business Analyzer.

‡ Note: Change the Preferences in the Business See the Business Analyzer
Analyzer to view these fields. Guide.
Procedure 9: Mapping the Channels See page 119

‡ 1. For Passive VoIP devices: Navigate to Master Site > See Step 2 on page 122
CLS Definitions > Channel Mapping > Channels h
Definition.

‡ ¾ Devices should be imported directly from the switch See Step 1.1 on page 123
or configured manually.

‡ 2. Map all channels to Passive VoIP devices. See Step 1.1 on page 123

‡ 1. For Passive VoIP Gateways: Navigate to Master Site > See Step 1 on page 128
CLS Definitions > Channel Mapping > Sources h
Definition.

‡ ¾ Expand Sources that are not attached to a See Step 2 on page 128
physical switch.

‡ ¾ Define either manually or with a wizard.

‡ 2. In the VoIP Gateway area, in the IP field, enter the IP See Step 7 on page 129
address of the gateway. Leave all other fields blank.

Chapter 1: Quick Start 22

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CUCM with TAPI Integration - At A Glance

Procedure For more information...


Procedure 10: Installing the NICE CTI Integration software See page 131

‡ 1. Expand Cisco CM and select TAPI. See Step 6 on page 134

‡ 2. Install the NICE CTI Update Pack See Step 14 on page 137

Procedure 11: Verifying the TSP Client configuration

‡ • Run the TAPIMonitor. See page 138

Procedure 12: Enabling Display of NICE System Information

‡ • If the CTI server is not installed on the same machine as See page 140
the NICE Interactions Center server, enable display of
NICE System Information.
Procedure 13: Run the Update Pack

‡ • Install the Update Pack locally AFTER all other See the NICE Update
installations have been performed in the NICE Perform Guide.
System.

Chapter 1: Quick Start 23

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Blank page for double-sided printing.
2
Overview

This guide describes the integration between the NICE Interactions Center, the Cisco Unified
Communications Manager (formerly known as the Cisco Unified CallManager), using the Cisco
TAPI driver.
NOTE: Always check the Integration Description Document (IDD) regarding the latest
supported versions.

IMPORTANT
Before installing the NICE Interactions Center and the TAPI driver, the switch must be configured
properly. The destination port of the mirroring session configured on the network switch must be
configured to the NIC on the Logger. See Installing the NICE VoIP Logger chapter in the VoIP
Installation Guide.

Contents

Overview.......................................................................................................................... 26
Terms and Concepts ...................................................................................................... 27
Recording Solutions ...................................................................................................... 30
System Architecture....................................................................................................... 30
CUCM Configurations .................................................................................................... 33
Database Fields .............................................................................................................. 35
Limitations....................................................................................................................... 37

Chapter 2: Overview 25

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Overview

Overview
The Cisco Unified Communications Manager is the software-based call-processing component of
the Cisco IP telephony solution.
Cisco TAPI (Telephony Application Programming Interface) is the CTI interface used in the NICE
integration with the Communications Manager.

Chapter 2: Overview 26

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Terms and Concepts

Terms and Concepts

Cisco Term NICE Term Description

ACD Automatic Call Distributor. A device that distributes incoming


calls to a specific group of terminals that agents use. The
ACD is assigned a number which is used for referral
purposes.

ANI The calling phone number

Alerting Name This is the name that displays on the phone’s Caller display
when a person calls the DN. When the phone is answered,
the Display Internal Call displays.

AXL An API which Cisco uses to provide a mechanism for


inserting, retrieving, updating, and removing data from a
CUCM database.
The AXL client does not look at which devices are attached
to which TSP client. If you have several TSP clients and
different devices are attached to each one, AXL ignores this
and only looks at the devices that are attached to the switch.
NICE uses it to retrieve the complete devices list to the
Available Devices list during the initial configuration of the
system (UDI only). This simplifies channel mapping by
enabling the importing of all Unique Device IDs from the CTI
Integrations instead of typing them in manually.

CallID A unique number that the CUCM gives to a call.

CTIManager A CTIManager is Cisco's service that can be


enabled/disabled on one or more nodes in CUCM cluster in
order to provide CTI events.

CTI port CTI ports as virtual devices can have one or more virtual
lines, and software-based CUCM applications. You
configure CTI ports by using the same CUCM Administration
windows as you use to configure phones. For first-party call
control, you must add a CTI port for each active voice line.
For more information regarding configuring CTI ports,
consult your Cisco Site Engineer.

Chapter 2: Overview 27

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Terms and Concepts

Cisco Term NICE Term Description

CTI Route Point A CTI route point virtual device can receive multiple,
simultaneous calls for application-controlled redirection. You
can configure one or more lines on a CTI route point that
users can call to access the application. Applications can
answer calls at a route point and can also redirect calls to a
CTI port or IP phone. Route points can receive multiple,
simultaneous calls. Applications that want to terminate
media for calls at route points must specify the media and
port for the call on a per-call basis. For more information
regarding configuring CTI Route Points, consult your Cisco
Site Engineer.

CUCM Cisco Unified Communications Manager: Software-based


call-processing component of the Cisco IP telephony
solution.

Device Physical phone set

Device MAC Unique Device Device MAC Address


Address Identifier (‘SEP’ A string which uniquely identifies a device and is used for
+ MAC address) Channel Mapping as a UDI.

Device Unique Device


Device Name (Host Name)
Name/Host Identifier
This consists of the ‘SEP’ + MAC address
Name

Display Internal This is the name that appears in the Caller display on the
Call phone when the DN that you are calling is answered.

DN: Directory DN: Device A monitored DN is a DN which is listed in the:


Number (line, Number • Monitored Devices list in the NICE Perform System
extension
Administration.
number)
• nicecti Application User or End User in Cisco’s
administration
Call events of monitored DNs will be inserted in the NICE
database.

DNIS Dialed Number Identification Service - This is the destination


telephone number dialed by the incoming caller, for example
the last digits of a 1-800 telephone number.

Hunt Group A group of phones programmed in the PABX where calls are
diverted to any phone within the group.

Hunt Pilot Dialing this virtual number diverts the call to a Hunt Group
member.

IVR Interactive Voice Response

Chapter 2: Overview 28

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Terms and Concepts

Cisco Term NICE Term Description

MAC Address Medium Access Control Address. A MAC Address is a 48-bit


number which is unique to the LAN NIC card.

Mirroring The process whereby all received and transmitted packets


are copied from one or more source ports to a predefined
destination in a network switch for analysis.

Multiple Line A line appearance is the linkage of a line to a device. Each


Appearance device can have more than one line appearance.

Partition Method of dividing a pool of devices into groups (Partitions).


Also used to create policies for interactions between them.

Pickup Group Allows you to answer a call that comes in on a directory


number other than your own. When you hear an incoming
call ringing on another phone, you can redirect the call to
your phone by using this feature.

SEP Prefix that appears before the MAC Address of the device
(Cisco phone).

Shared lines You can set up one or more lines with a shared-line
appearance.
A CUCM system considers a directory number to be a
shared line if it appears on more than one device in the
same partition.
In a shared-line appearance, for example, you can set up a
shared line, so a directory number appears on line 1 of a
manager phone and also on line 2 of an assistant phone.
Another example of a shared line involves a single incoming
800 number that is set up to appear as line 2 on every sales
representative phone in an office.

SIP Session Initiation Protocol. The SIP Protocol is a textual


signalling protocol used to establish, maintain, and terminate
sessions. The SIP invitation can be used to establish
sessions and carry session description. The default port is
5060.

SPAN Switched Port Analyzer: SPAN mirrors traffic on one or more


source ports to a destination port in a network switch for
analysis.

TAPI (Microsoft) Telephony Application Programming Interface (Microsoft


application): CTI interface used in the NICE integration with
the CUCM.

Unique Device Unique Device Identifier: A string which uniquely identifies a


Identifier (UDI) physical device identity, consisting of the SEP and MAC
Address.

Chapter 2: Overview 29

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Recording Solutions

Recording Solutions
NICE supports Total and Interaction-based Recording in both Static and Dynamic IP environments
(with CUCM).

System Architecture
The NICE Interactions Center is connected to the Cisco Unified Communications Manager via the
Cisco CTIManager using the TAPI protocol.
In the NICE Perform system, the Cisco TSP component, and the TAPI driver must be installed on
the NICE Interactions Center.

NOTE: In Figure 2-1, one CUCM and one CTIManager are installed in the site. This may differ
from site to site (see CUCM Configurations on page 33).

Figure 2-1 System Architecture

CISCO Environment Cisco Network Switch Port

Gateway
IP Phone

CUCM

Customer CTI Manager

NICE Interactions Center


Logger

TAPI Driver
NOTE:
Logger Cisco TSP
connection
is dependent
on recording
methods
LAN
NICE Environment

NOTE: The CTI Manager may be an independent server or it may be a service running on the
Communications Manager.

Chapter 2: Overview 30

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
System Architecture

Components
In an integrated site, Cisco TSPs interact with the CUCM.

NOTE: In Figure 2-2, one CTIManager is responsible for three Communications Managers
which are part of a cluster. This may differ in each site. See CUCM Configurations on page 33.

Figure 2-2 TAPI Architecture

CUCM 001 CUCM 002 CUCM 003

CUCM

CTI Manager CTI Manager

TAPI User 001 TAPI User 002 TAPI User 003

Cisco TSP 001 Cisco TSP 002 Cisco TSP 003

NICE
Interactions
Center
TAPI Server Telephony
Service

TAPI Driver

TAPI DLL
Cisco TSP

TAPI
Driver

NICE TAPI Driver

The TAPI switch connection can be either secured or non-secured. If you require a secured
connection, you must first configure your secured connection in the switch. Then, when you
configure NICE Perform, you add an additional configuration for the secured connection. This is
done when you define the Key Manager, see Step 13 on page 94.

Chapter 2: Overview 31

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
System Architecture

Cisco
• Unified Communications Manager: Cisco Unified Communications Manager (formerly
Cisco Unified CallManager) software provides the call-processing component of the Cisco
Unified Communications system, in addition to being the foundation for advanced capabilities
including video, mobility, and presence-based services.
• CTI: Computer Telephone Integration

• LAN Switch/es (Local Area Network Switch): are a fundamental part of most networks. LAN
switches enable several users to send information over a network. In a LAN Switch
environment, users can send information at the same time and do not slow each other down.
The LAN Switch environment allows different nodes of a network to communicate directly
with each other.
• Cisco Network Switch Port

• Cisco CTI Manager: The CTIManager includes the CTI components that interface with the
applications separated out of CUCM. The CTIManager service communicates with CUCM
using the CUCM communication framework and System Distribution Layer (SDL).

NICE Perform
• Cisco TSP (using TAPI): The Cisco TAPI Service Provider is shipped together with the
CUCM. A TSP is a Dynamic-Link Library (DLL) that supports communications device
control through a set of exported service functions. Using standardized commands, the TAPI
passes information to the TSP. The TSP handles the specific commands that must be
exchanged with the device.
• TAPI Server (Tapiserv.exe): The TAPI Server (a Microsoft product) is the central repository
of telephony information on the NICE Interactions Center. This service tracks local and
remote telephony resources, applications registered to handle Assisted Telephony requests and
pending asynchronous functions.
• TAPI.DLL: The TAPI DLLs (Microsoft products) along with the TAPI Server are crucial
abstractions separating end-user or server applications from service providers. A TAPI DLL
works together with the TAPI Server to provide a consistent interface between these two
layers.
• NICE Interactions Center: The NICE Interactions Center, using the CTI Driver's
Information, sends commands to start/stop call recordings. It stores them in its databases and
controls the various recording programs. The NICE Interactions Center communicates with
the CTI server using the TAPI interface. In this way, the NICE Interactions Center learns the
call status, monitors call events and stores them in its database. Users can then run queries to
find and play back a call.
• Logger: Powerful digital voice logging system. Loggers continuously and simultaneously
record and archive audio from multiple sources. Audio is recorded to the hard drive of the
Logger for immediate playback capability.

Chapter 2: Overview 32

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM Configurations

CUCM Configurations
A CUCM environment can be configured as follows:
• One CUCM with one CTI Manager
• A cluster of CUCMs with one CTI Manager, or with a primary and secondary CTI Manager
• The default is one TAPI driver per cluster, i.e. if you have two clusters, you require two TAPI
drivers.

Multiple Cisco TSPs Communications Manager


You can use multiple TSPs. The multiple TSPs are used for load balancing on the CTI Manager. In
addition, there is a limitation regarding the number of devices that each TSP can support.
Consult with your local Cisco Site Engineer regarding all requirements and limitations.
Figure 2-3 Multiple Cisco TSPs Site Architecture

NOTE:
• In the Cisco TAPI solution, the TAPI driver and the Cisco TSP are installed on the same
machine (NICE Interactions Center).
• Each Cisco TSP must be configured with a different username and password via the Cisco
Communications Manager directory.
• Each user in the directory must be configured with the corresponding devices.
• Each Cisco TSP in the multiple Cisco TSP system does not communicate with the other
TSPs.
• Each Cisco TSP creates a separate CTI connection to the CTI Manager.

Chapter 2: Overview 33

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM Configurations

Clustered Cisco Unified Communications Managers


In a CUCM cluster environment, the site has one or more CTI Manager/s.
Define at least one TAPI user (nicecti user) on the CTI Manager and a corresponding TSP on the
NICE Interactions Center.
Cisco TSP can also support redundant CTI Managers and can use a primary CTI Manager and a
redundant (secondary) CTI Manager.
Figure 2-4 Cluster Support Architecture

NOTE: The CTI Manager, along with the Cisco TSP, provide an abstraction of the CUCM
resources and functionality without being aware of any specific CUCM.

Chapter 2: Overview 34

NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Database Fields

Database Fields
Supported Database Fields

NOTE: All the fields depend on whether the switch supports and was configured to
report this information!

The following database fields are supported and can be queried - no additional configuration is
necessary for them:
• Station
• Phone Number (ANI)
NOTE: If the Cisco CallerID number is not restricted, then NICE Perform displays it in
the Phone Number field.
If Cisco’s CallerID number is restricted, then Phone Number field will be blank.

• Direction
• Call ID - This is the Call ID that is generated by the CUCM.
• DNIS (Dialed In)
NOTE: NICE always shows TAPI’s CalledID field as DNIS.
In a situation, where Cisco provides the correct CalledID - for example 1-800-xxx-xxx,
this number is displayed in the DNIS field.
However, if Cisco does not provide the correct CalledID number, then NICE Perform
displays in the DNIS field the original called party number - i.e. the DN that was called.

Additional CTI Fields (Business Data)


NICE Perform Release 3.1 processes the following CTI information fields as Business Data. They
require no configuration in the Database and CLS Server:
• Called ID URI User
• Called ID URI Host
• Called ID URI Port
• Caller ID URI User
• Caller ID URI Host
• Caller ID URI Port
• Redirecting ID URI User
• Redirecting ID URI Host
• Redirecting ID URI Port
• Redirection ID URI User

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Database Fields

• Redirection ID URI Host


• Redirection ID URI Port
• Pick Up Group Number
• Redirection Name
• Redirecting Name
• Caller Name
NOTE: To view the Caller Name, Redirection Name and Redirecting Name, the
Display Internal Call field has to be completed in the CUCM. See Enabling Display
of Business Data in NICE Perform on page 56.

• Called Name

NOTE: To view the Called Name, complete the Alerting Name in the CUCM. See
Enabling Display of Business Data in NICE Perform on page 56.

• Routing Point - The Routing Point is populated in the Start Event only.
• Redirecting Name
• Called ID Partition
• Caller ID Partition
• Redirecting ID Partition
• Redirection ID Partition

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Limitations

Limitations
The following limitations exist for the NICE Interactions Center and the CUCM integration:
• TAPI Integration with CCM 5.0 does not support the CTI Super Provider (version 4x only).
• There is no Dialed In in PickUp scenarios. This limitation is a result of Cisco reporting.

Scenario Limitations
Drop from conference with unknown customer

Scenario:

a. Customer (unknown) calls to A1 (monitored device).


b. A1 answers
c. A1 blind conferences the call with A2 (monitored device).
d. A2 answers.
e. A2 hangs up.
f. A1 hangs up.

Problem:

• When A2 hangs up, he/she is not dropped from the conference. After all the parties hang
up, the compound is closed. This limitation is a result of Cisco reporting.

Transfer after conference when the customer is unknown

Scenario:

a. Customer (unknown) calls to A1 (monitored device).


b. A1 answers
c. A1 blind conferences the call with A2 (monitored device).
d. A2 answers.
e. A2 blind transfers the call to a supervisor.

Problem:

• The conference is not transferred and the segment remains open.

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Limitations

Blind transfer from SCCP to SIP, the compound closes.

Scenario:

A1 = SIP phone
A2 = SCCP phone
a. Customer (unknown) calls to A1 (SIP phone).
b. A1 blind transfers the call to A2 (SCCP phone).

Problem:

• When A1 transfers the call, the compound closes.


• When A2 answers the call, the new compound opens.

A1 calls Hunt Pilot number, call is reported between A1 and the Hunt Pilot number.

Scenario:

• Monitored agent (A1) calls a Hunt Pilot number.


• Supervisor takes the call.

Problem:

• The call is reported between A1 and the Hunt Pilot number and not between A1 and the
Supervisor.

Rollover Limitation
In general, IP Phone 7931G can be configured for Rollover as follows:
• Yes: The device can perform transfers and conferences.

• No: The device can not perform transfers and conferences.

IMPORTANT
For IP Phone 7931G, when Rollover is set to Yes, CiscoTSP does not report events over the
TAPI.

For more information, see:


http://support.iqnsi.com/documents/pbx_cisco/7931_phone_configuration/

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3
Configuring the CISCO Unified
Communications Manager

Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform Release
3.1, you need to prepare the CUCM environment.
If you are configuring CUCM 6.X and you are performing either a new installation or already are
using an Application User, continue with the current chapter.

IMPORTANT
If you are using CUCM version 6.X and your site uses an End User, continue with Configuring
the CISCO Unified Communications Manager on page 275.If you are using CUCM version
5.x, see Configuring CUCM 5.X on page 285.
If you are using previous versions of CUCM, consult your Cisco Site Engineer.

IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!

NOTE: This section describes procedures and screen-captures relevant to CUCM


version 6.1 only. The procedures for previous versions are slightly different, consult
your on-site Cisco Site Engineer.

Contents

Preparing the CUCM Environment................................................................................ 40


Defining a Cisco Application User (nicecti user)......................................................... 41
Defining an AXL - Application User .............................................................................. 50
Enabling Display of Business Data in NICE Perform .................................................. 56

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Preparing the CUCM Environment

Preparing the CUCM Environment


Before you integrate Cisco TAPI and NICE Perform Release 3.1, you need to prepare the CUCM
environment as follows:
• Configure a standard (non-secure) or secure environment, see below.
• Configure AXL, see Defining an AXL - Application User on page 50.

IMPORTANT
If your switch supports AXL, configure AXL on the CUCM to simplify channel mapping. See
Defining an AXL - Application User on page 50.

Your configuration of the switch depends on whether your site requires a standard (non-secure)
configuration or a secured configuration.

Standard Configuration Secured Configuration

1. 1.

2. Configuring the Device Association - 2. Configuring the Device Association -


Telephones and CTI Ports Telephones and CTI Ports on page 44
on page 44 3. Defining the Secured Configuration -
3. Viewing the Application User Profile CapF Profile on page 47
on page 49 4. Viewing the Application User Profile
on page 49

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Defining a Cisco Application User (nicecti user)

Defining a Cisco Application User (nicecti user)

IMPORTANT
NICE recommends that you define your nicecti user as an Application User. If this is not
possible because of site considerations, see Defining an End User (nicecti User)
on page 277.
Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI
Manager requires its own TAPI user (nicecti user).

You now define a new Application User for the CUCM. This user will communicate between the
CUCM and TSP Client on the NICE Interactions Center.

IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!

To define an Application User:


1. Log in to the CUCM Administration application.
2. From the User Management menu, select Application User.
Figure 3-1 Choosing Application User

The Find and List Application Users window appears.


Figure 3-2 Find and List Application Users Window

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Defining a Cisco Application User (nicecti user)

2.1. Click Add New. The Application User Configuration window appears.
Figure 3-3 Application User Configuration Window

IMPORTANT
Note down the User ID that you create and its password. You will need this information later for
configuring the nicecti user in the TSP Client.

2.2. In the Application User Information area:


2.2.1. In the User ID field, enter nicecti.
2.2.2. In the Password field, enter the password.
2.3. Click Save.
3. Scroll down to the Permissions Information area.
Figure 3-4 Permissions Information Area

3.1. Click Add to User Group . The Find and List User Groups window appears.

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Defining a Cisco Application User (nicecti user)

Figure 3-5 Find and List User Groups Window

3.2. Set the search for a User group: From Find User Group where Name drop-down list,
select contains. In the empty field, enter cti. Click Find. A list of user groups with CTI in
their name appears.
3.3. Select the following user groups:
• Standard CTI Allow Call Monitoring
• Standard CTI Allow Call Park Monitoring
NOTE: Only select Standard CTI Allow Call Park Monitoring when you need to
monitor Call Parks.

• Standard CTI Allow Call Recording


• Standard CTI Enabled (for both secured and non-secured connection configurations)
• Standard CTI Secure Connection (only for secured connection configurations)

NOTE: Verify that you include each of the relevant groups.

3.4. Click Add Selected. The window closes.


3.5. In the User Configuration window, click Save.

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Defining a Cisco Application User (nicecti user)

4. In the Permissions Information area, verify that all the groups and roles appear.

NOTE: Check the roles listed in the Permissions Information area to ensure that all
relevant roles are associated with each user group.

5.
6. Continue with Configuring the Device Association - Telephones and CTI Ports.

Configuring the Device Association - Telephones and CTI Ports


All devices (the hard plastic phones), that you want to record, have to be defined as monitored
devices. The monitored devices must be associated with this new user.

To configure the device association:

1. Scroll down to the Device Associations area and in the Device Information area, click
Find more Phones.
Figure 3-6 Device Associations Area

Click Find
more Phones

A Find and List Phones window appears.


1.1. In the Search Options area, search for the relevant devices - telephones and CTI ports -
that need to be monitored. Click Find. The Find and List Devices window appears.

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Defining a Cisco Application User (nicecti user)

Figure 3-7 User Device Association window - Search Options Area

Legend
CTI Port
Route Point
Device model +
number of model

Select the
devices
and CTI
ports you
want
associated
with the
user

2. Select the relevant devices.


3. Click Add Selected. The window closes and the devices appear in the Device Information
area in the Controlled Devices list.
Figure 3-8 Device Associations Area

Devices
appear here

4. Click Save.
5. If configuring a secured configuration, continue with Defining the Secured Configuration -
CapF Profile on page 47.
6. If you are not configuring a secured configuration, continue with Viewing the Application
User Profile on page 49.

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Defining a Cisco Application User (nicecti user)

IMPORTANT
After you have configured and installed the NICE CTI Integration, you must verify the TSP Client
configuration to see that it is running and properly connected to the CUCM. See Verifying the
TSP Client Configuration on page 138.

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Defining a Cisco Application User (nicecti user)

Defining the Secured Configuration - CapF Profile


You add the CapF Profile when you require a secure connection. This procedure describes how to
create and attach a new CapF profile.

NOTE: You do NOT add the CapF profile for a non-secure connection!

To create and attach a new CapF profile:


1. From the User Management menu, select Application User CAPF Profile.
Figure 3-9 Choosing Application User CAPF Profile

2. Click Add new. The Application User CAPF Profile Configuration window appears.
Figure 3-10 Application User CAPF Profile Configuration Window

3. In the Application User CAPF Profile area, click the Application User drop-down list and
select the same user you added in Defining a Cisco Application User (nicecti user)
on page 41. This is the user name of the nicecti user.
4. Enter the Instance Id. This can be numbers, alphanumeric and/or a mixture.

NOTE: The Application User, Instance Id and Authentication String are very
important. They should be saved by the Cisco Site Engineer as they are required for the
NICE integration.

5. In the Certification Authority Proxy Function (CAPF) Information area, click the
Certificate Operation drop-down list and select Install/Upgrade. See Figure 3-11.

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Defining a Cisco Application User (nicecti user)

Figure 3-11 Certification Authority Proxy Function (CAPF) Information Area

6. To generate the authentication string that enables a secure channel between the CUCM and
TSP, in the Certification Authority Proxy Function (CAPF) Information area, click
Generate String. The Authentication String is generated. See Figure 3-11.

NOTE: The Authentication String is very important. It should be saved by the Cisco
Site Engineer as it is required for the NICE integration.

7. Click Save.
A new CapF profile is created and attached to the Application User.
Figure 3-12 Certification Authority Proxy Function (CAPF) Information Area

8. Continue with Viewing the Application User Profile on page 49.

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Defining a Cisco Application User (nicecti user)

Viewing the Application User Profile


Once you have completed the procedure above, you can view the Application User profile.

To view the Application User profile:


1. From the User Management menu, select Application User. The Find and List Users
window appears.
2. Select the relevant Application User from the Find and List Users list. The selected
Application User’s profile appears.
3. Check the roles listed in the Permissions Information area to ensure that all relevant roles
are associated with each user group.
4. Scroll down to the Permissions Information area.
5. Check the roles listed in the Permissions Information area to ensure that all relevant roles
are associated with each user group.
Figure 3-13 Permissions Information Area - Secured

Figure 3-14 Permissions Information Area

6. If your switch supports AXL (enabling the import of all UDIs from the switch to the NICE
CTI Integration) continue with Defining an AXL - Application User on page 50.

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Defining an AXL - Application User

Defining an AXL - Application User


If your site supports AXL, simplify your channel mapping by configuring an AXL Application
User in the CUCM. The configuration of the AXL Application User enables the importing of all
Unique Device IDs from the Communications Manager (i.e. you import the Unique Device IDs
straight from the switch) to the NICE CTI Integrations.

IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!

The AXL client does not look at which devices are attached to which TSP client. If you have
several TSP clients and different devices are attached to each one, AXL ignores this and only
looks at the devices that are attached to the CUCM.
The AXL client needs to be connected to the CUCM. To connect it, you define it as a user in the
CUCM. The procedures you follow to make this definition depends on the version of the CUCM
you are using.
NOTE: You use the user and password that you create here when configuring the CTI
interface, see Defining a CTI Connection on page 82.

For version 5x and 6x:


The user must be an Application User. Permissions can be limited to AXL Service access.

To define an Application User:


1. Log in to the CUCM Administration application.
2. From the User Management menu, select Application User.
Figure 3-15 Choosing Application User

The Find and List Application Users window appears.

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Defining an AXL - Application User

Figure 3-16 Find and List Application Users Window

2.1. Click Add New. The Application User Configuration window appears.
Figure 3-17 Application User Configuration Window

2.2. In the Application User Information area:


2.2.1. In the User ID field, enter niceaxl.
2.2.2. In the Password field, enter the password.

NOTE: Save this User ID and Password in a safe place. You will need it later when
configuring AXL for NICE Perform, see Defining a CTI Connection on page 82.

2.3. Click Save.


3. From the User Management menu, select User Group. The Find and List User Groups
window appears.
Figure 3-18 Find and List User Groups

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Defining an AXL - Application User

3.1. Click Add New group. The User Group Configuration window appears.
Figure 3-19 User Group Configuration Window

3.2. In the User Group Information area, in the Name field, enter the user group name AXL
User Group.
3.3. Click Save.
Figure 3-20 User Group Configuration Window

4. Click the Related Links drop-down list and select Assign Role to User Group.
5. Click Go. The Role Assignment area appears.

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Defining an AXL - Application User

Figure 3-21 User Group Configuration Window - Role Assignment Area

Click
Assign
Role to
Group

5.1. In the Role Assignment area, click Assign Role to Group.


5.2. Click Find. The Find and List Application Users Groups window appears with a list of
roles.
Figure 3-22 Find and List Roles Window

5.3. Select Standard AXL API Access.


5.4. Click Add Selected. In the Role Assignment list, the new role and the Status: Update
is successful appears.

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Defining an AXL - Application User

Figure 3-23 User Group Configuration Window

5.5. Click Save.


Figure 3-24 Related Links Drop-down List

5.6. From the Related Links drop-down list, select User Group and click Go. The User
Group Configuration window appears.
Figure 3-25 User Group Configuration Window

Click Add App Users to Group

6. Click Add App Users to Group . The Find and List Application Users window appears.

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Defining an AXL - Application User

Figure 3-26 Find and List Application Users Window

Click Add Selected

6.1. In the Search Results list, select the new AXL user (niceaxl) that you created.
6.2. Click Add Selected. In the User Group Information area, the AXL user appears in the
User In Group list.
7. Click Save.

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Enabling Display of Business Data in NICE Perform

Enabling Display of Business Data in NICE Perform


In order for certain business data fields to display in NICE Perform, you should enter the relevant
information in the following CUCM fields: Display Internal Call ID and Alerting Name, see
Configuring the Alerting Name and Display Internal Call ID in the CUCM.

Configuring the Alerting Name and Display Internal Call ID in the CUCM
The Alerting Name has to be entered in the CUCM for the following field to display in NICE
Perform: Called Name.
The Display Internal Call ID information has to be entered in the CUCM for the following fields
to display in NICE Perform: Caller Name, Redirection Name and Redirecting Name.
Follow the procedure below.

To configure the Alerting Name and Display Internal Call field:


1. From the Device menu, select Phone.
Figure 3-27 Device Menu

The Find and List Phones window appears.


Figure 3-28 Find and List Phones Window

2. Search for the relevant phones.


3. Click Find. The Find and List Phones page reappears.

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Enabling Display of Business Data in NICE Perform

4. Click the relevant phone link.


Figure 3-29 Phone Configuration Window

The Phone Configuration window appears.


5. In the Phone Configuration window, in the Association Information area, select the required
line. The Directory Number Configuration window appears.
Figure 3-30 Directory Number Configuration Window - Directory Number Information Area

6. In the Directory Number Information area, in the Alerting Name field enter the relevant
Alerting Name. (This is the name that displays on the phone’s Caller display when a person
calls the DN.)
7. Scroll down to the relevant line.

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Enabling Display of Business Data in NICE Perform

Figure 3-31 Directory Number Configuration Window

8. In the Display (Internal Call ID) field, enter the relevant name. In the example, this is John
Smith.
Click Save.

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4
Installing the TSP Client on the NICE
Interactions Center

This chapter provides guidelines for the installation and configuration of the Cisco TSP Client on
the NICE Interactions Center.

Contents

Installing and Configuring the Telephone Services Provider (TSP) Client ............... 60
How Many TSP Clients Do I Need? ........................................................................... 60
Downloading the TSP Client ...................................................................................... 61
Installing the TSP Client ............................................................................................. 62
Configuring the TSP Client......................................................................................... 66

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Installing and Configuring the Telephone Services Provider (TSP) Client

Installing and Configuring the Telephone Services Provider


(TSP) Client
The Cisco TSP client must always be installed on the NICE Interactions Center so that it can work
with TAPI.
Installation and configuration of the Cisco TSP is comprised of the following procedures:
• Downloading the TSP Client
• Installing the TSP Client: During the installation procedure, you are prompted to define how
many TSPs to install. Install the same number of TSPs as the number of unique TAPI users
(nicecti users) previously defined, see Defining a Cisco Application User (nicecti user)
on page 41.
• Configuring the TSP Client: For each TSP instance, define one TAPI User (nicecti user)
and the IP address of the CUCM. This configuration is done via the Phone and Modem
Options.
• After you install and configure the Cisco TSP, verify that the Cisco TSP is working properly
by running the TAPIMonitor.exe. You should verify the Cisco TSP after installing the NICE
Perform CTI software, see Verifying the TSP Client Configuration on page 138.

How Many TSP Clients Do I Need?


The required number of TSP Client instances or installations varies according to the type of
installation that you are performing.

IMPORTANT
Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI
Manager requires its own TAPI user (nicecti user).

Follow the recommendations for the relevant site installation:


• Standard Installation (Total or Interaction-based recording)
In this installation where either Total or Interaction-based recording is used (but NOT both),
one TSP Client instance is installed on the NICE Interactions Center.
• Combined Recording Method Installation (Total and Interaction-based recording)
In this installation where BOTH Total or Interaction-based recording are used, two TSP Client
instances are installed on the NICE Interactions Center.

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Installing and Configuring the Telephone Services Provider (TSP) Client

Downloading the TSP Client


This procedure describes how to download the TSP Client for CUCM 6.X.
If you are configuring for CUCM 5.X, see Downloading the TSP Client on page 293.

IMPORTANT
The Cisco TSP Client version must match the CUCM version.
Always download and install the Cisco TSP software directly from the CUCM Administration to
ensure that you use the correct version for that CUCM and that the versions match.

To download the TSP Client:

IMPORTANT
A Cisco Site Engineer must download the TSP Client!

1. On the NICE Interactions Center machine, log in to the CUCM Administration application.
2. From the Application menu, select Plugins. The CUCM Administration appears with a list
of Plugins.
Figure 4-1 Choosing Plugins

3. In the Search Options area, search for Cisco Telephony Service Provider. Click Find.
Figure 4-2 Find and List Plugins Window

4. From the Search Results list, click Cisco Telephony Service Provider and click
Download.
The TSP Client is downloaded and the File Download - Security Warning window appears.
5. Continue with Installing the TSP Client on page 62.

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Installing and Configuring the Telephone Services Provider (TSP) Client

Installing the TSP Client


This procedure describes how to install the TSP Client.

To install the TSP Client:


1. In the File Download - Security Warning window, click Run.
-or-
Locate the installation folder and run the CiscoTSP.exe file.
Figure 4-3 File Download - Security Warning Window

The Cisco Unified Communications Manager TSP Install Wizard starts.


Figure 4-4 Cisco Unified Communications Manager TSP InstallShield Wizard Window

2. Click Next. The Choose Setup Language window appears.

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Installing and Configuring the Telephone Services Provider (TSP) Client

Figure 4-5 Choose Setup Language Window

3. Select the appropriate installation language and click OK. The Cisco Unified Communications
Manager TSP Setup Welcome window appears.
Figure 4-6 Cisco Unified Communications Manager TSP Setup Welcome Window

4. Click Next. The Choose Destination Location window appears.


Figure 4-7 Choose Destination Location Window

4.1. Install in the default location. To select an alternate location, click Browse and navigate
to the preferred location.

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Installing and Configuring the Telephone Services Provider (TSP) Client

4.2. Click Next. A message appears asking if you want to install multiple instance of Cisco
Unified Communications Manager TSP.
Figure 4-8 Do you want to Install Multiple Instances Message Box

For multiple TSPs For a single TSP

IMPORTANT
For more information regarding multiple TSP instances, see How Many TSP Clients Do I
Need? on page 60.

4.3. In the Message window, click:


• No for only one TSP
• Yes for multiple TSP instances
The Start Copying Files window appears.
Figure 4-9 Ready to Install the Program Window

4.4. Click Next. The Installing Cisco Unified Communications Manager TSP appears.

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Installing and Configuring the Telephone Services Provider (TSP) Client

Figure 4-10 Installing Cisco Unified Communications Manager TSP Windows

When the installation is complete, the InstallShield Wizard Completed window appears.
Figure 4-11 InstallShield Wizard Completed Wizard

4.5. Click Finish. A message appears warning that you must restart your system for the
configuration of Cisco Unified Communications Manager TSP to take effect.
Figure 4-12 Cisco Unified Communications Manager TSP Install Message

4.6. Click Yes. The computer is restarted. The installation process is now complete. The TSP
Client is now installed.

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Installing and Configuring the Telephone Services Provider (TSP) Client

Configuring the TSP Client


To configure the TSP Client, follow the procedures below. If you need to configure a secure
connection, there are a few additional procedures that you need to perform.

To configure the TSP Client:


1. Navigate to Start > Settings > Control Panel > Phone and Modem Options. The Phone
and Modem Options window appears.
2. Click the Advanced tab.
Figure 4-13 Phone and Modem Options - Advanced Tab

3. In the Providers list, select CiscoTSP001.tsp and click Configure.


.

NOTE: For multiple instances of the TSP Client, more than one option will appear. Make
sure to choose the correct option.

The Cisco Unified Communications Manager TSP window appears.

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Installing and Configuring the Telephone Services Provider (TSP) Client

Figure 4-14 Cisco Unified Communications Manager TSP - General Tab

Verify that this is the


identical version to the
one installed on the CUCM

IMPORTANT
Verify that this is the identical version to the one installed on the CUCM.

4. Click the User tab.

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Installing and Configuring the Telephone Services Provider (TSP) Client

Figure 4-15 User Tab

Enter the User Name


and Password here

5. In the User tab, complete the following:

IMPORTANT
In the User tab, use the same user name and password that were created and noted down by
the Cisco Site Engineer when defining the Application/End User.
For an Application User, see Step 2.2 on page 42.

5.1. In the User Name field, enter the user name.


5.2. In the Password field, enter the password.
5.3. In the Verify Password field, enter the password again.
6. Click the CTI Manager tab.

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Figure 4-16 CTI Manager Tab

7. In the Primary CTI Manager Location area, enter the IP address of the first CTI Manager
Server.
In the Backup CTI Manager Location area, if there is a redundant CTI Manager Server,
enter its IP address or Host Name. Otherwise in the Backup CTI Manager Location area,
enter the same IP address or Host Name as in the Primary CTI Manager Location area.
NOTE: The best practice of NICE is to use a backup CTI Manager. It can be either a
dedicated server or part of the CUCM services.

8. Continue as follows:
• If your connection is a non-secure configuration, continue with Step 10.
• If your connection is a secure configuration supporting SRTP, continue with Step 9.
9. To configure the client to support SRTP:

IMPORTANT
Up to this step, integration has been the same as for a standard TAPI integration. Now additional
security details must be configured for a secure configuration.

NOTE: The security details configured in this step are necessary to receive authentication
details and to establish the permissions of the nicecti user configured in the Cisco Unified
Communications Manager.

9.1. Click the Security tab.

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Figure 4-17 Cisco Unified Communications Manager TSP Window - Security Tab

Information
from the CapF
configuration

Enter IP
address
Enter number of
retries for
Certification
Fetch

Enter IP address

Configure the following:


9.2. Select Secure Connection to CTIManager.
9.3. Select Fetch Certificate.
9.4. In the CAPF Settings area, perform the following:

NOTE: Ask the Cisco Site Engineer for the Authentication String and the Instance
Id.

9.4.1. In the Authorization String field, enter the authorization string generated when
you defined the CAPF Profile, see Step 5 on page 47.
9.4.2. In the Instance Identifier field, enter the Instance Id used when defining the CAPF
Profile, see Step 4 on page 47.
9.5. Enter the IP address of the switch.
9.6. Leave the default Port value.
9.7. In the Number of Retries for Certification Fetch field, enter 3.
9.8. In the TFTP Settings area, enter the TFTP Server IP address.

NOTE: The TFTP is usually located on the same server as the CUCM. Verify this with
the Cisco Site Engineer.

10. Click Apply and then click OK.


11. Close the Cisco Unified Communications Manager TSP window.
The TSP Client is configured.

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12. Reboot the computer.

IMPORTANT
It is critical that you reboot the computer! The configuration will not work if you do not do this!

The TSP Client’s configuration is completed.

IMPORTANT
After you have configured and installed the NICE CTI Integration, you must verify the TSP Client
configuration to see that it is running and properly connected to the CUCM. See Verifying the
TSP Client Configuration on page 138.

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5
Configuring CTI Integrations for TAPI
This chapter describes the procedures for integrating Cisco’s CUCM with TAPI and NICE
Perform Release 3.1.

Contents

Before you Begin ............................................................................................................ 74


General CTI Connection Information ............................................................................ 76
Configuring a New CTI Connection .............................................................................. 82
Additional Integration Configuration ............................................................................ 98
Configuring Individual Components...........................................................................109

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Before you Begin

Before you Begin


To configure the NICE Perform CTI Integrations, you run the CTI Connection wizard. The wizard
requires you to enter specific information - some of which may have been entered on the switch.

WARNING
Verify that you have all necessary information listed in each of the following sections or that you
have performed any necessary procedures BEFORE you start your configuration.

Prepare for your integration using the following:


• CTI Connection Configuration
• TSAPI Ports
• SNMP Service Installation

CTI Connection Configuration

NOTE: It is important that the Cisco Site Engineer is present during the configuration.

Before proceeding with Defining a CTI Connection on page 82, have ready the following
information:
• The NICE Interactions Center IP address or Host name
• The telephony switch IP address
• Integration parameters that need to be defined, their names and values. (This varies according
to your selected integration.)
• Cisco Unified Communications Manager server IP address
• If there is a secondary CTI server, the secondary Cisco Unified Communications Manager
connection IP address
• Interface type and its port
• AXL Communications Manager User name and password (see Terms and Concepts
on page 27 for an explanation of AXL)
• AXL Communications Manager port, see TSAPI Ports on page 75
• AXL IP address
• A list of all the extensions that need to be monitored
• CTI ports that need to be configured in the nicecti TSP user
Ensure:
The following is monitored:
• Extension - includes extensions used for extensions mobility
• ACD (Hunt Pilot/Group)
• IVR (CTI port)
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Before you Begin

• PickUp Group

TSAPI Ports
The CUCM Server and the NICE Interactions Center can be on any subnet, but there has to be IP
routing between them. Verify which ports (TCP/UDP) need to have permissions on any existing
firewall.
• For AXL port information, see the section Web Requests from CCMAdmin or CCMUser to
Cisco Unified CallManager in the document below. The recommended secure port numbers
are 443 or 8443. The recommended non-secure port number is 80. See TAPI CTI Interface -
Additional Switch Parameters on page 249.
• For non-secure TSP port information, see the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see CTI
application server. The recommended port number is 2748.
• For secure (SRTP) TSP port information, refer to the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see
TLS connection between CTI applications (JTAPI/TSP) and CTIManager. The
recommended port is 2749.
For more information, see the Cisco Unified Communications Manager 6.1 TCP and UDP Port
Usage white paper:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf

SNMP Service Installation


Before installing the integration software make sure that the SNMP Service is installed on your
computer.

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General CTI Connection Information

General CTI Connection Information


Before you configure your CTI Connection, review the following information:
• Monitoring Extensions
• Monitoring ACDs (Hunt Pilot/Groups) on page 77
• Monitoring IVRs (CTI Ports) on page 77
• Monitoring Pickup Groups on page 78
• Extension Mobility Guidelines on page 79
• Channel Mapping on page 79
• Key Manager on page 81

Monitoring Extensions
You can add monitoring for extension by configuring Extensions, see Step 11 on page 89.
Ask the Cisco Site Engineer for a list of all extensions that need to be monitored.
Figure 5-1 Available Device Window - Extension

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General CTI Connection Information

Monitoring ACDs (Hunt Pilot/Groups)


You can add monitoring for Hunt Pilot/Groups by adding ACD devices, see Step 11 on page 89.
Ask the Cisco Site Engineer for a list of all Hunt Pilots or Hunt Groups that need to be monitored.
Figure 5-2 Available Device Window - ACD (Hunt PIlot/Group)

Monitoring IVRs (CTI Ports)


You can add monitoring for CTI ports by adding IVR devices, see Step 11 on page 89.
Ask the Cisco Site Engineer for a list of all CTI ports that need to be monitored.
Figure 5-3 Available Device Window - IVR (CTI Port)

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General CTI Connection Information

Monitoring Pickup Groups


You can add monitoring for Pickup groups by adding PickUp Group devices, see Step 11
on page 89.
Ask the Cisco Site Engineer for a list of all Pickup Groups that need to be monitored.
Figure 5-4 Available Device Window - Pickup Group

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General CTI Connection Information

Extension Mobility Guidelines


For extension mobility, you must define all DN that are associated with each extension mobility
profile in the Monitored Devices area.
Figure 5-5 Monitored Devices Area

For more information, see step 12 on page 93.


In TAPIMonitor, you can view all devices associated with extension mobility provided that the
users are logged into their extension mobility profiles. Devices associated with users who are not
logged into their extension mobility profile will not display. See Verifying the TSP Client
Configuration on page 138.

Channel Mapping
If your switch supports AXL, import a list of UniqueDeviceIDs (host names) from the switch. This
simplifies your Channel Mapping configuration.
You can only import a list of UniqueDeviceIDs (host names) from the switch if you have:
• Configured the AXL interface, see Defining an AXL - Application User on page 50
• Defined the AXL in the CTI Connection, see Step 9.2 on page 87.
After you have imported the devices from the switch, the UniqueDeviceIDs display in the
Available Device area, see Figure 5-6.

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Figure 5-6 Available Devices Area

However, these devices with their UniqueDeviceIDs do NOT display in the Monitor Devices
area, see Figure 5-7.
Figure 5-7 Monitored Devices Area

It does not take the place of defining the extensions, etc.


NOTE: The same device can be listed with both a UniqueDeviceID (host name) and
with a Device ID (extension number).

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General CTI Connection Information

Key Manager
The Key Manager holds all of the keys it receives for each session and supplies the keys for the
Logger to decrypt the packets.
NOTE: The Key Manager is a special component that must be created to support
SRTP recording. This is done ONLY in a secured, encrypted RTP environment. There
is NO need to create it for normal RTP recording.

IMPORTANT
Before you create a Key Manager, verify that you have configured the SRTP parameters in the
IP Capture’s IP tool. Navigate to D:\NTLogger\VoIPCapture\Bin\IPTool.exe.
For more information, see the VoIP Logger Installation Guide.

The Key Manager is configured automatically when you define the New CTI Connection wizard.

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Configuring a New CTI Connection

Configuring a New CTI Connection


The CTI Connection defines the actual CTI Manager with which the system integrates. For every
interface, a telephony switch is configured. This is the physical server on which the interface is
installed. More than one interface may be installed on the same telephony switch, it is therefore
important when configuring the interface that the correct telephony switch is defined.
The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is
not suitable because of site considerations or other factors, you should use the individual
Integration wizards, see Configuring Individual Components on page 109.
You can configure the whole CTI Integration via the CTI Connection wizard, see Defining a CTI
Connection.

Defining a CTI Connection


The CTI Connection wizard enables you to define the CTI Interface, the Connection Manager, and
the Driver, as well as a Key Manager. Follow the procedure below.

IMPORTANT
For more information regarding defining Hunt Pilot/Groups, CTI ports and Pickup groups, see
Monitoring ACDs (Hunt Pilot/Groups) on page 77, Monitoring IVRs (CTI Ports) on page 77,
Monitoring Pickup Groups on page 78.

To configure the CTI Connection:


1. Verify that you are working in Technician mode: From the Settings menu, select Technician
Mode.
Figure 5-8 Technician Mode

IMPORTANT
Before you begin, ensure that you have configured the CLS Server in the NICE System
Administrator. For more information, see the Interactions Center Server Configuration, System
Administrator Guide.

2. In the System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations.

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Figure 5-9 Details Pane

3. In the Details Pane, click .


-or-
From the Actions menu, select New CTI Connection.
Figure 5-10 Actions Menu

The Set New CTI Connection Wizard starts.


Figure 5-11 Set New CTI Connection Wizard - Introduction Window

Progress bar through the Wizard

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4. Click Next. The Set New CTI Connection Wizard displays the CLS and Telephony Switch
definitions section.
Figure 5-12 CLS and Telephony Switch definitions Section

5. Define your telephony switch:


5.1. From the Attach CTI to CLS Server drop-down list, select the relevant CLS Server.
5.2. From the Telephony Switch Type drop-down list, select Cisco CM. The telephony
switch name appears in the Switch Name field.
5.3. Select Define new Telephony Switch.
NOTE: To use an existing telephony switch, select Use existing Telephony Switch
and from the drop-down list, select the relevant telephony switch.

Use existing
Telephony Switch

5.4. If you have several different types of Cisco Switches: in the Switch Name field,
change the name to indicate that this connection is with TAPI Passive.

IMPORTANT
There is a limitation on the number of characters that can be used when defining the Switch
Name. You should use no more than 100 characters.

5.5. Leave the default CLS Reporting Type setting as CTI.

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5.6. (Optional) To edit advanced NICE Interactions Center Reporting options, click
Advanced.

NOTE: It is recommended that you leave all three Agent Logon modes selected.

Figure 5-13 CLS Reporting Type Area

For Advanced
CLS Reporting
type options,
click here

The following non-standard NICE Interactions Center log-in options are enabled in the
Agent Logon Mode area:
• To the same station again - allows agents to log in to the same workstation
more than once.
• To more than one station - allows agents to log in to more than one
workstation.
• To a station another agent is logged into - allows more than one agent to
log in to one workstation.
5.6.1. Clear the options that you do not require.

6. Click Next. The Set New CTI Connection Wizard window displays the CTI Interface type
section.
Figure 5-14 CTI Interface type Section

Select
CTIManager
(TAPI)

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6.1. In the Telephony Switch and CTI Interface Type area, click the drop-down list and
select CTIManager (TAPI).
6.2. Do NOT select the Active VoIP checkbox.
7. Click Next. The Set New CTI Connection Wizard window displays the CTI Interface
information section.
Figure 5-15 CTI Interface Information Section

8. Double-click the CUCM Version parameter. The Switch Connection Parameter window
appears.
Figure 5-16 Switch Connection Parameter Window - CUCM Version

8.1. From the Value drop-down list, select the relevant CUCM version.
8.2. Click OK.
9. If you need to import devices from the telephony switch, expand Additional Interface
Parameters. If you do not need to import devices, continue with Step 10 on page 88.

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Figure 5-17 Additional Interface Parameters Area


Clear Show only
required parameters

9.1. Clear the Show only required parameters checkbox.


9.2. Configure the following parameters:

Parameter Name Parameter Value

AxlIpAddress Enter the IP address of the Axl Server.

AxlPortId Enter the port ID of the Axl Server.


Important: If this is a secure connection,
the port number is usually either 443 or
8443. If it is a non-secure connection, the
port number is 80.

AxlUserId Enter the User ID of the AXL Server that


you configured in Defining an AXL -
Application User on page 50.

AxlPassword Enter the password of the AXL Server that


you configured in Defining an AXL -
Application User on page 50.

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Parameter Name Parameter Value

AxlSecured This indicates whether the connection to


the Axl server is secure.
• For the Communications Manager
version 5 and above, set this to True.
• For the Call Manager prior to version
5, set this to False.

10. Click Next. The Set New CTI Wizard window displays the Available Devices section.
Figure 5-18 Set New CTI Connection Wizard Window

10.1. If your site supports AXL, click the Import from drop-down list and select Switch.
For more information, see Defining an AXL - Application User on page 50 and Does
your Site Support AXL? on page 120.

10.2. Click . The list of devices is imported from the Switch together with their
UniqueDeviceIDs.

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Figure 5-19 Available Devices Area

IMPORTANT
You still need to set devices after you have done the import from the switch!

11. Set devices by following the relevant procedure/s below. If you do not need to add devices,
continue with Step 12 on page 93.
You can add the following devices that are supported by the CUCM switch:
• Extension
• ACD (a Hunt Pilot/Group)
• IVR (a CTI Port used for call routing).
• Pickup Group

NOTE: ACD and Pickup Group are not recorded. They are added here so that accurate
analysis can be made regarding events. There is also no need to configure channel
mapping for them.

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To Do Procedure

Add a single device


1. Click . The Available Devices window
appears.
2. In the Device Number field, enter the number you
want to assign to the device.
For:
• Extension - enter the device number. See
Monitoring Extensions on page 76.
• ACD (a Hunt Pilot/Group) - enter the device
number of the hunt group. See Monitoring
ACDs (Hunt Pilot/Groups) on page 77.
• IVR (a CTI Port used for call routing) - enter the
device number of the CTI port.See Monitoring
IVRs (CTI Ports) on page 77.
• Pickup Group - enter the number of the
Pickup group. See Monitoring Pickup Groups
on page 78.
3. From the Device Type drop-down list, select a
device.
4. If the device is a Unique Device, in the Unique
Device ID field, enter the host name (SEP + MAC
Address).

5. Click OK.

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To Do Procedure

Add a range of devices


1. Click . The Available Devices Add
Range window appears.
2. In the Start at Device Number field, enter the
number of the first device.
For:
• Extension - enter the device number
• ACD (a Hunt Pilot/Group) - enter the device
number of the hunt group.
• IVR (a CTI Port used for call routing) - enter the
device number of the CTI port.
• Pickup Group - enter the number of the
Pickup group.
3. In the Number of devices to add field, enter the
number of devices you want to add.
4. From the Device Type drop-down list, select a
device.
5. Click OK.

Import devices from a file 1. From the Import from drop-down list, select File,

and then click . The Import Available Devices


window appears.
2. Complete the information.
3. Click OK.
For more information, see Importing Devices from
Text Files on page 104.

Edit devices 1. Select the device that you want to edit and click
. The Edit Available Devices window appears.
2. Edit the device information.
3. Click OK.

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To Do Procedure

Delete devices 1. Select the device and click . The Remove


Available Devices message window appears.
2. Verify that the relevant devices are listed.
3. If the list is correct, click Yes. If the list is not
correct, click No.

Export a list of devices to a file 1. Click . The Export Available Devices List
window appears.
2. Complete the information.
3. Click OK.
For more information, see Exporting Devices to a Text
File on page 107.

Search for a device


1. Select the device and click . The Search For
Device window appears.
2. In the Device field, enter the device ID information.
3. Click OK.

The Set New CTI Wizard window reappears displaying all the devices that you have added.
Figure 5-20 Available Devices Area

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12. Click Next. The Set New CTI Connection Wizard window displays all monitored devices.
Figure 5-21 Monitored Devices Area

NOTE: The UniqueDeviceID devices do not display in the Monitored Devices area.

All devices are automatically monitored.

NOTE: It is highly recommended to monitor all available devices.

12.1. If there are devices that you do not want to monitor, from the Monitored Devices list,
select the device.

12.2. Click . The selected device is moved to the Available Devices list.

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13. Click Next. The Set New CTI Connection Wizard window displays the Optional Features
area.
Figure 5-22 Optional Features Area

Select Key
Manager

The Optional Features area includes features that you may want to include in your
integration. Select the relevant features for your current integration.
Select the relevant features:
• Key Manager. When selected, the Key Manager is automatically defined. Continue
with Step 14.
• Rejected Devices and click Next. The Rejected Devices area appears. Continue the
configuration with Configuring Rejected Devices - Step 3 on page 99.
• Call Flow Analysis. When selected, the Call Flow Analysis is automatically defined.
14. Click Next. The Set New CTI Connection Wizard window displays the Select a Connection
Manager area.

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Figure 5-23 Select a Connection Manager

Select a
port

14.1. Leave the default setting - Create a new Connection Manager.


14.2. Click the Port arrows and select a new Connection Manager port.
NOTE: When relevant for your site-configuration, you can select an existing
Connection Manager. To select an existing Connection Manager, click Select
available Connection Manager and select an existing port.

If selecting an existing Connection


Manager, select the relevant existing
port.

15. Click Next. The Set New CTI Connection Wizard window displays the Summary section.

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Figure 5-24 Summary Window

16. Click Finish.


The new CTI Connection appears on the CTI Integrations - Summary tab.
Figure 5-25 Summary Tab

TIP: If you configured for Rejected devices, you need to activate Rejected Devices.
See Activating the Rejected Devices on page 101.

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Verifying the CTI Integration

Verifying the CTI Integration


This procedure describes how to verify that all the relevant system components have been
attached.

To verify that all system components have been attached:


1. In the System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations and select CTI Integrations.
2. Click the Diagram tab. For an example of a secured connection, see Figure 5-26. For an
example of a non-secured connection, see Figure 5-27.
Figure 5-26 CTI Integrations Diagram - Secured Connection

Figure 5-27 CTI Integrations Diagram - Non-secured Connection

NOTE: This diagram only displays the connection layout. It DOES NOT notify you if the
connection between the different components is established or not!

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Additional Integration Configuration


Perform the following additional integration configuration when relevant:
• Configuring Rejected Devices
• Managing Device Information

Configuring Rejected Devices


Rejected Devices is used with CTI Integrations where you need to reject (or filter) specific
devices. This is used in situations where you have two parallel integrations - for example, a simple
integration and a Dialer integration - and you have duplicate monitoring of devices in both
integrations. You can reject (filter out) the devices that are monitored in the Dialer integration from
the simple integration.
You can configure rejected devices, by entering the rejected device ID.

IMPORTANT
Activation of this Rejected devices only takes place after you select it in the Driver
configuration, see Activating the Rejected Devices on page 101.

Defining Rejected Devices


Follow the procedure below.

To define Rejected Devices:


1. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > Drivers. Select the relevant Cisco TAPI Driver. Click the Interfaces tab.
2. In the Attach CTI Interfaces area, select the relevant CTI Interface checkbox for the Driver
you want to define/edit and click Configure.
Figure 5-28 Driver - Interfaces Tab

-or-
In the CTI Connection wizard, expand Rejected Devices.

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The Rejected Devices area appears.


Figure 5-29 Rejected Devices Area

3. Continue with the relevant procedure:

To Do Procedure

Add a single rejected device


1. Click . The Add Rejected Devices window
appears.
2. In the Device field, enter the device number.
3. Click OK.

Add a range of rejected


1. Click . The Add Range Rejected
devices
Devices window appears.
2. In the Start at Device Number field, enter the
number of the first rejected device.
3. In the Number of devices to add field, enter the
number of rejected devices.
4. Click OK.

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To Do Procedure

Import rejected devices from a


1. Click . The Import Rejected Devices List
file
window appears.
2. Complete the information.
3. Click OK.
For more information, see Importing Available
Devices from the Switch on page 103.

Delete rejected devices • Select the device that you want to delete and click
.

Search for a rejected device 1. Select the device that you want to search for and

click . The Search For Device window appears.


2. In the Device field, enter the device ID information.
3. Click OK.

All rejected devices appear in the Devices list.

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Figure 5-30 Rejected Devices Area

4. If you are in the middle of configuring the New CTI Connection wizard, continue with Step 14
on page 94.
5. Continue with Activating the Rejected Devices on page 101.

Activating the Rejected Devices


Activation of this Rejected Devices only takes place after you select it in the Driver
configuration. Follow the procedure below.

To activate Rejected devices:


1. In the Organization tree, select Master Site > CTI Integrations > Drivers > relevant Cisco
TAPI Driver. The selected driver definitions appears.
2. Click the Interfaces tab.
Figure 5-31 Driver - Interfaces Tab

Select the
relevant CTI
Interface

3. Select the relevant CTI Interface and click .


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4. Expand Driver Real-time Plugins.


Figure 5-32 Driver _ Interface Configuration Window

Select
Rejected
Devices

5. Select Rejected Devices.


6. Click OK.

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Managing Device Information


You can import and/or export your device information when needed. Continue with the relevant
procedure:
• Importing Available Devices from the Switch on page 103
• Importing Devices from Text Files on page 104
• Exporting Devices to a Text File on page 107

Importing Available Devices from the Switch


The following procedures are carried out to import UniqueDeviceID information for the TAPI and
Cisco Unified Communications Manager switch. The imported information is used for Channel
Mapping. See the Channel Mapping Guide.

IMPORTANT
Before importing available devices, verify that you have configured the CTI Interface -
Additional Interface Parameters, see Step 9 on page 86.

To import Available Devices from the switch:


1. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces > Cisco TAPI CTI Interface. The selected CTI Interface
definition appears.
1.1. Click the Devices tab.
1.2. Expand Available Devices.
Figure 5-33 CTI Interface Definition - Devices Tab

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Figure 5-34 Available Devices Area

Click the Switch drop-down list to


import all devices from the switch

2. In the Available Devices area, click the Import from drop-down list and select Switch.

3. Click . The list of devices is imported from the Switch.

Importing Devices from Text Files


You can save time when you configure your CTI Interface(s) by importing the device number and
the corresponding device type from existing .txt files. For information about configuring your CTI
interface, see Configuring a New CTI Connection on page 82.
NOTE: The file(s) must be in .txt format. If you have existing files in any other format,
you must first convert them to .txt format and then perform the procedures described
below.

To use the import feature, the .txt file must be formatted as follows:
• Each line in the .txt file must represent one device.
• Each line must include both the device number and its corresponding device type.
• The device number and its corresponding device type must be separated by either a single
space or by one tab increment.

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To import text files:


1. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces > Cisco TAPI CTI Interface. The selected CTI Interface
definition appears.
2. Click the Devices tab and expand Available Devices.
Figure 5-35 CTI Interface Definition - Devices Tab

-or-
In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand
Available Devices.

3. Click the Import from drop-down list, select File and click .
Figure 5-36 Switch Devices Configuration Window - CTI Connection Wizard

The Import window appears.

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Figure 5-37 Import Available Devices List Window

4. If you want to overwrite all the devices that currently appear in the Available Devices area,
select the Overwrite list of available devices checkbox.
5. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space, a Tab, or a Comma increment.
6. In the Records separator drop-down list, accept the default New Line.
7. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type that appears in the txt file:
• Device Delimiter Device Type (that is, first the device number followed by the device
type),
• Device Type Delimiter Device (that is, first the device type followed by the device
number).
8. Click the Import File browse button and browse to the file you want to import.
9. Click OK. The devices listed in the .txt file are configured into the CTI Interface.

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Exporting Devices to a Text File


You can export a list of all your devices to a text file. Follow the procedure below.

To export the devices to a text file:


1. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces > Cisco TAPI CTI Interface. The selected CTI Interface
definition appears.
2. Click the Devices tab and expand Available Devices.
Figure 5-38 CTI Interface Definition - Devices Tab

-or-
In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand
Available Devices.
3. Click Export to file.
Figure 5-39 Switch Devices Configuration Window - CTI Connection Wizard

The Export Available Devices List window appears.

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Figure 5-40 Export Available Devices List Window

4. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space or a Tab increment.
5. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type will appear in the txt file:
• Device Delimiter Device Type Delimiter UniqueID (that is, first the device number
followed by the device type followed by the Unique Device ID),
• Device Type Delimiter Device Delimiter UniqueID (that is, first the device type
followed by the device number followed by the Unique Device ID).
6. Click the Export file to browse button and browse to the relevant location where you want to
save the exported file. The Save as window appears.
7. In the File name field, enter the file’s name.
8. Click OK. The devices listed in the CTI Interface are save in a .txt file.

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Configuring Individual Components

Configuring Individual Components


Your integration can vary according to site-specific requirements and specific integration needs.
When you require a customized integration instead of the CTI Connection wizard, use the
individual wizards detailed below.
For detailed configuration information, see the System Administrator’s Guide.
The table below provides you with the relevant path for each wizard and the required information
that you need before you configure each wizard.

Wizard Before You Begin Path

CTI Interface • Cisco Unified Communications Select CTI Integrations


Manager server IP address > CTI Interfaces. Then,
from the Actions menu,
• If there is a secondary CTI server,
select New CTI
the Cisco Unified Communications
Interface.
Manager connection IP address
• Interface type and its port
• AXL Communications Manager
User name and password (see
Terms and Concepts on page 15
for an explanation of AXL)
• AXL Communications Manager
port, see TSAPI Ports on page 75
• AXL IP address
• A list of all extensions that need to
be monitored
Ensure:
The following is monitored:
• Extension - includes extensions
used for extensions mobility
• ACD (Hunt Pilot/Group)
• IVR (CTI port)
• PickUp Group

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Wizard Before You Begin Path

Connection Manager • The name, port, and ID number of Select CTI Integrations
the Connection Manager > Connection
Managers. Then, from
• The IP address or Host Name
the Actions menu, select
where the Connection Manager is
New Connection
installed
Manager.
• Reporting levels for all messages,
if different from the defaults
• If any Connection Manager
parameters need to be defined,
their names and values
• The Interfaces that will be
connected to the Connection
Manager and any parameters and
their values that might need to be
customized.

Driver • The name and ID number of the Select CTI Integrations


driver > Drivers. Then, from the
Actions menu, select
• The IP address or Host Name
New Driver.
where the driver is installed
• The NICE Interactions Center
server connected to the driver
• Reporting levels for all messages,
if different from the defaults
• If any driver parameters need to be
defined, their names and values
• The Interface that will be
connected to the driver.

Key Manager • Installed on the NICE Interactions Select CTI Integrations


machine. > Drivers. Then, from the
Actions menu, select
New Key Manager.

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Configuring Individual Components

TSAPI Ports
CUCM Server and the NICE Interactions Center Server can be on any subnet, but there has to be
IP routing between them. Verify which ports (TCP/UDP) need to have permissions on any existing
firewall.
• For AXL port information, see the section Web Requests from CCMAdmin or CCMUser to
Cisco Unified CallManager in the document below. The recommended secure port numbers
are 443 or 8443. The recommended non-secure port number is 80.
• For non-secure TSP port information, see the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see CTI
application server. The recommended port number is 2748.
• For secure (SRTP) TSP port information, refer to the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see
TLS connection between CTI applications (JTAPI/TSP) and CTIManager. The
recommended port is 2749.
For more information, see the Cisco Unified Communications Manager 6.1 TCP and UDP Port
Usage white paper:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf

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6
Configuring Business Data

This section explains how to enable access to Cisco switch information that is not automatically
entered into NICE Interactions Center.

Contents

Configuring Additional CTI Fields (Business Data) .................................................. 114

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Configuring Additional CTI Fields (Business Data)


If you want to have access to Cisco’s switch information that is not automatically entered in the
NICE Interactions Center, you need to:
• Create a new Reserved Column in the Database Server.
• Map this new column to an Optional ID in the CLS Server.
For a list of Additional CTI fields, see Additional CTI Fields (Business Data) on page 35.
Data fields automatically entered into the NICE Interactions Center are described in Database
Fields on page 35.

IMPORTANT
Each Additional CTI field from the switch requires a specific amount of storage space (bytes) to
store it in the Database. Before you begin this procedure, you need to know the maximum size
that is required for each CTI field.

To configure business data for your Database Server:


1. In the System Administrator, in the Organization tree, under Master Site > Database
Servers, select the relevant database server.
Figure 6-1 Organization Tree

The Database Server Details section appears.

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Figure 6-2 Database Server Details Section

2. Click the Reserved tab. The Reserved Column Details section appears.
Figure 6-3 Reserved Column Details Section

3. Click Add. The New Business Data window appears.


Figure 6-4 New Business Data Window

Enter the Name EXACTLY


including all spaces

3.1. In the Column Name field, enter the Name EXACTLY, including all spaces, as it
appears in Additional CTI Fields (Business Data) on page 35.
3.2. In the Alias Name field, enter the same name as in the Name field.

NOTE: This is the name that you will see displayed.

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3.3. From the Column Type drop-down list, select Text or Number.
TIP: If you do not know whether to select Text or Number, select Text as it will also
display numbers.

3.4. From the Size (bytes) list, enter 40.


NOTE: Make sure that you choose a size that is more than sufficient for the CTI data.
The size you select determines the available New Optional IDs in the CLS Server.
After completing the next step, you cannot change the allotted storage space for the
data.

3.5. Click Create. The new Business Data field column appears in the Reserved Column
Details area.
Figure 6-5 Reserved Column Details Area After Adding Columns

4. Repeat Step 3 for each additional Business Data field you need to add.
5. In the System Administrator, in the Organization tree, navigate to Master Site > CLS
Servers and select your CLS Server.
Figure 6-6 Organization Tree

6. Click the Business Data tab. The CLS Business Data section appears.

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Figure 6-7 CLS Business Data Section

7. Select and double-click the relevant Business Data variable. The Map optional window
appears.
Figure 6-8 Map optional window

8. From the New Optional ID drop-down list, select an Optional ID whose maximum size is 40
and more, see Table 6-1 on page 117. (The list of available Optional IDs is determined by the
size you selected in Step 3.4 on page 116.)

IMPORTANT
If you select an Optional ID that is too small, your data will be truncated.

The type and size of each field is as follows:

Table 6-1: Optional ID Fields

Optional ID Field Numbers Type Maximum Size (Kb)

3, 4, 9, 10, 11, 12 Number N/A

1, 2, 13, 14, 15, 16 Text 20

7, 8 Text 30

5, 6, 17, 18, 19, 20, 21, 22 Text 40

23, 24, 25, 26, 27, 28, 29, 30 Text 80

31, 32 Text 120

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9. Click Save.

IMPORTANT
If you added Business Data while the NICE Interactions Center was running, you should restart
the NICE Interactions Center machine.

10. To provide access to these fields in Business Analyzer, change user permissions in the User’s
Administrator application. See the User’s Administrator Guide for more information.
11. To view these fields in Business Analyzer, change the Preferences as necessary. See the
Business Analyzer Guide for more information.

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Configuring Channel Mapping

This chapter describes the procedures required to configure channel mapping.


In Channel Mapping, you first define the channels for the relevant source type (Passive VoIP
Device - not relevant for Passive Gateway), you then define the source detailing its properties.
This source is then mapped to the channels.

For detailed information regarding Device Mapping and Channel Mapping, see the Channel
Mapping Guide.

Contents

Does your Site Support AXL? .....................................................................................120


Channel Mapping Workflow for Passive VoIP Devices .............................................121
Channel Mapping Workflow for Passive VoIP Gateways ..........................................128

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Does your Site Support AXL?

Does your Site Support AXL?


If your site supports AXL, configure an AXL Application User in the CUCM, see:
• CUCM v 6.x: Defining an AXL - Application User on page 50.
• CUCM v 5.x: Additional CUCM Configuration on page 224.
This enables you import a complete list of all available UniqueDeviceIDs (host names) from the
switch using the AXL interface. See Defining a CTI Connection - Step 9.2 on page 87. The
devices imported from the switch are imported with their UniqueDeviceIDs. They do NOT display
in the Monitor Devices area, see Figure 5-21 on page 93. The same device can be listed with
both a UniqueDeviceID (host name) and with a Device ID (extension number).
Other important channel mapping guidelines to note:
• For static device mapping, map all channels to Unique Device IDs.
• For dynamic device mapping, map a pool of channels to a pool of Passive VoIP Device
sources.

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Channel Mapping Workflow for Passive VoIP Devices


There are two types of Passive VoIP Device recording channels:
• Total

• Selective (Interaction-based)

NOTE: When both Total Recording and Interaction-based Recording are required, you
can configure them at the same time.

Enter the Total Passive VoIP channels

Enter the Interaction-based Passive


channels

The following workflows provide outlines of the channel-mapping procedures required for
recording of Passive VoIP Devices.
Total Recording Selective (Interaction-based) Recording

Channels Definition Channels Definition

Sources Definition Sources Definition

OR

Static Mapping Static Mapping Dynamic Mapping

See the Channel Mapping Guide for detailed procedures.

Defining the Channels

Follow the procedure below.

To define the channels for Passive VoIP Devices:


1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS
Definitions > Channel Mapping > Channels Definition.

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Figure 7-1 Channels Definition Branch

2. In the Channels Definition section, click the relevant Logger.


In the Update Channel Details window, define the Channels.
Figure 7-2 Update Channel Details Window
Select Passive VoIP Select Passive VoIP

This changes according to your


recording method

TOTAL RECORDING INTERACTION-BASED RECORDING

Complete, choosing the relevant Recording method:


2.1. Select the relevant Recording Type - Passive VoIP

Total (Static Mapping) Selective (Interaction-based)

2.2. In the Total Passive VoIP 2.2. In the Total Passive VoIP
Channels field, enter the Channels field, enter 0.
number of Total Passive VoIP
2.3. In the Selective
channels that you require.
(Interaction-based) Passive
2.3. In the Selective VoIP Channels field, enter the
(Interaction-based) Passive number of Passive VoIP
VoIP Channels field, enter 0. channels that you require.

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Total (Static Mapping) Selective (Interaction-based)

2.4. Speaker Separation Support 2.4. Speaker Separation


depends on the Logger Support depends on the
configuration: Logger configuration:
• If the source needs to be • If the source needs to be
summed, select No. summed, select No.
• If the Logger was set to • If the Logger was set to
record Rx and Tx, select record Rx and Tx, select
Yes. Yes.

2.5. (Optional) If your site requires 2.5. Leave the default setting for
Inserter Support, select Yes. Inserter Support as No.
NOTE: Inserter Support is only
applicable for Total Recording
channels.

2.6. Click Save.


3. Continue with Defining the Sources.

Defining the Sources


Follow the procedure below.

To define the Sources:


1. In the Organization tree, expand the Sources Definition branch and expand the relevant
Sources attached to physical Switch.
Figure 7-3 Sources Definition Branch

Define the Sources in one of the following ways:

1.1. Import source definitions directly from the Integrations (Switches): Click and run
the Import from Integrations wizard.

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Figure 7-4 Update Channel Details Window - Import from Integrations

Import from Integrations

NOTE: This is the preferred method of defining Sources for TAPI as all the
UniqueDeviceIDs are imported automatically if you have configured AXL.
If AXL has not been configured, only the DNs are imported.

-or-

Define sources that are attached to a physical switch: Click .

TIP: If you are required to add UDIs manually, use the TAPIMonitor.txt file to copy and
paste the UDIs from the file to the

Paste the UDI


number here

1.2. Complete the configuration and click Save.


2. Continue with Configuring Mapping on page 125.

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Configuring Mapping
This is relevant for both Total Static Mapping and for Selective (Interaction-based) Static
Mapping.

To map the Channels:


1. Select the relevant procedure for your Recording method.

Selective (Dynamic
Total (Static Mapping) Selective (Static Mapping)
Mapping)

2. For Total by Device 2. Static Channel 2. Dynamic Channel


recording channels, in the Mapping: In the Mapping: In the
Organization tree, expand Organization tree, Organization tree,
the Static Mapping branch. expand the Static expand the Dynamic
Mapping branch. Mapping branch.
Figure 7-5 Static Mapping
Branch Figure 7-6 Static Mapping Figure 7-7 Dynamic
Branch Mapping Branch

3. Define Static Channel


Mapping. 3. Define Static Channel 3. Define Dynamic
Mapping. Channel Mapping.
4. Map all channels to Passive
VoIP devices. 4. Map all channels to 4. Map a pool of channels to
Passive VoIP devices. a pool of Passive VoIP
5. Attach the sources.
5. Attach the sources. devices.
NOTE: Total Recording
channels cannot be mapped 5. Attach the sources.
using Dynamic Channel
mapping.

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Figure 7-8 Static Mapping

Figure 7-9 Dynamic Mapping

6. After defining the channels and attaching the sources, click Save.

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Figure 7-10 Update Configuration


Update Configuration button

Save button

7. Click to update configuration. This updates the CLS Server with the new mapping
definitions.

IMPORTANT
Saving the configuration is not enough! Newly saved configuration will only be loaded into the
system, after you click to update the configuration.

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Channel Mapping Workflow for Passive VoIP Gateways

Channel Mapping Workflow for Passive VoIP Gateways


The following workflow provides an outline of the channel-mapping procedures required for
recording of Passive VoIP Gateways.
For passive VoIP Gateways, you do not define the channels.
See the Channel Mapping Guide for detailed procedures.

IMPORTANT
For monitored shared lines that need to be recorded, map all the devices that share this line by
mapping the host name (SEP + MAC address) of each device that you are sharing.

Defining the Sources


Follow the procedure below.

To define the Sources for Passive VoIP Gateways:


1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS
Definitions > Channel Mapping > Sources Definition.
Figure 7-11 Sources Definition Branch

2. Expand Sources that are not attached to a physical switch.


Figure 7-12 Sources not attached to any Physical Switch Area

3. Define the Sources, either using the Wizard or manually .

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Figure 7-13 Source Type Selection Window

Select
Passive
VoIP
Gateway

4. Define the Sources manually .


5. In the Source Type window, select Passive VoIP Gateway.
Figure 7-14 Source Type Selection Window

Select
Passive
VoIP
Gateway

6. Click OK. The Source Details window appears.


Figure 7-15 Source Type Selection Window

Enter the IP
address of
the gateway

7. In the VoIP Gateway area, in the IP field enter the IP address of the gateway.
7.1. Leave the Ports, CTI Trunk group and the CTI Time slot fields blank.
7.2. From the Source Side drop-down list, select the relevant option for your logger.
7.3. Click OK.

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7.4. Click Save.

Defining the Channels


Follow the procedure below.

To define the channels:


1. Define Dynamic Channel Mapping: In the Organization tree, expand the Dynamic
Mapping branch.
Figure 7-16 Dynamic Mapping Branch

1.1. Define Dynamic Channel Mapping.


1.2. Attach the sources.
2. After defining the channels and attaching the sources, click Save.
Figure 7-17 Update Configuration
Update Configuration button

Save
button

3. Click to update configuration. This updates the CLS Server with the new mapping
definitions.

IMPORTANT
Saving the configuration is not enough! Newly saved configuration will only be loaded into the
system, after you click to update the configuration.

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Installing the NICE Integration Software

After performing all the above configurations, you now install the CTI software on the NICE
Interactions Center. See Installing the NICE CTI Software on page 132.

NOTE: It is preferable to install the CTI software after performing the configuration.

IMPORTANT
After you have installed the NICE Integration software, you should verify the TSP Client
configuration. See Verifying the TSP Client Configuration on page 138.

If you already have a version of the NICE CTI software installed, select the relevant procedure:
• Adding, modifying, or removing the NICE CTI software, see Maintaining the NICE CTI
software on page 141
• Upgrading the NICE CTI software, see Upgrading the NICE CTI Software on page 146
• Viewing the version number, see Verifying the Version Number on page 150

Contents

Installing the NICE CTI Software .................................................................................132


Verifying the TSP Client Configuration.......................................................................138
Enabling Display of NICE System Information ..........................................................140
Maintaining the NICE CTI software .............................................................................141
Modifying the NICE CTI software .............................................................................141
Repairing NICE CTI Software ..................................................................................143
Removing NICE CTI Software .................................................................................145
Upgrading the NICE CTI Software ...........................................................................146
Verifying the Version Number...................................................................................150

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Installing the NICE CTI Software

Installing the NICE CTI Software


Follow the procedure below.

IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.

To install the CTI software:


1. In the Interactions Center, insert the installation CD/DVD in the drive.
2. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers
9.12.x.x\Connection Manager Drivers and run the Setup.exe file.
The NICE Perform CTI Wizard starts.
Figure 8-1 NICE Perform - CTI Setup Wizard

The Welcome window to the CTI Integration setup appears.

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Figure 8-2 NICE Perform CTI - InstallShield Welcome Window

3. Click Next. The Choose Destination Location window appears.


Figure 8-3 Choose Destination Location Window

4. (Optional) To change the default installation path, click Browse and select the required path.
In the Choose Folder window, click OK.
5. Click Next. The Select Integrations window appears.

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Figure 8-4 Select Integrations Window

Expand Cisco CM

Select CTIManager (TAPI)

6. Expand Cisco CM and select CTIManager (TAPI).


7. Click Next.
The System Administrator Server Location window appears.
Figure 8-5 System Administrator Server Location Window

Enter the System Administrator


service location

Port number 62070 appears by


default.

The associated Port number (62070) appears by default.


8. In the Hostname/IP address field, enter the location of the System Administrator service.
9. Click Next. The Log On window appears.
Select the relevant option:
• To configure for a network user account, (default setting) continue with Step 10.
-or-
• To configure for a local system account, continue with Step 11.

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10. For a network user account:


10.1. In the This Account field, enter the domain\user.
10.2. In the Password field, enter the password.
10.3. Click Next. The Network User Account Setup window appears.
Figure 8-6 Log On Window

11. For a Local System Account, select Local System Account. Continue with Step 12.
Figure 8-7 Log On Window

12. Click Next. The Start Copying Files window appears.

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Figure 8-8 Start Copying Files Window

13. Click Install. The Setup Status window appears and the installation begins.
Figure 8-9 Setup Status Window

The InstallShield Wizard Complete window appears.

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Installing the NICE CTI Software

Figure 8-10 InstallShield Wizard Complete Window

14. Click Finish. The Integration package is installed.


15. Continue with Verifying the TSP Client Configuration on page 138.

IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.

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Verifying the TSP Client Configuration

Verifying the TSP Client Configuration


After you have installed and configured the TSP Client, you need to verify that it is running and
properly connected to the CUCM.
NOTE: Extension mobility lines only appear when the agent is logged on. When the
agent logs in, a line create appears. When the agent logs out, a line remove appears.

This procedure describes how to verify the connection.

NOTE: You can also use the TAPIMonitor to view the recording modes of each device.

To verify the TSP Client configuration:


1. In the NICE Interactions Center machine, run the TAPIMonitor.exe application. You can
locate TAPIMonitor at D:\Program Files\Nice Systems\CTI\TAPICTILink.
A window appears with the connection details. A successful connection should look similar to
Figure 8-11.
Figure 8-11 TAPIMonitor.exe Connection Details Window - Successful Connection Example

Providers
List
Version
number

Line = Line Name =


UniquelineID Hostname

Line = Type
of line e.g.
IP phone,

Line Address/ Extension number/ UDI


Device Number

2. Verify the connection details that appear in the window and verify in the Line Address that
all the extensions appear.
3. In the TAPIMonitor.exe window, enter one of the lines of the phone devices (in Figure 8-11,
Line 16 or 17). Press <Enter>.
4. Make a phone call from one device to another.

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Verifying the TSP Client Configuration

5. If you configured your system for security (SRTP), verify that a padlock icon appears on
the phone’s screen.
6. Verify that the TAPIMonitor.exe window displays all of the information for the call coming
from the switch, including the keys for this session.
7. Verify that all the monitored devices appear and that their Recording modes also appear.

NOTE: You can also see the UDI (SEP + MAC address) for each device which can be
useful for future troubleshooting and for channel mapping purposes.

The connection is verified. The TSP Client is able to monitor the CUCM and receive the
relevant information required to decrypt the call packets and to allow proper recordings.
NOTE: You can view all information regarding the TAPIMonitor results in the
TAPIMonitor.txt file which is recreated each time that TAPIMonitor runs.

8. If the CTI server is not installed on the same machine as the NICE Interactions Center server,
see Enabling Display of NICE System Information on page 140.

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Enabling Display of NICE System Information

Enabling Display of NICE System Information


The System Administrator includes a summary page that displays the NICE product version and
the installed Updates.
Figure 8-12 Summary Page in the System Administrator

This summary page is generated by accessing the product information from the machines that are
part of the NICE system. In order to access this product information, the System Administrator
user needs to be included in the DCOM and WMI security settings on each machine in the NICE
system.
If the CTI server is not installed on the same machine as the NICE Interactions Center server, you
need to change the DCOM and WMI security settings on the CTI server machine. For complete
documentation, see the Enabling Display of NICE System Information appendix in the NICE
Interactions Center Installation Guide.

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Maintaining the NICE CTI software

Maintaining the NICE CTI software


When necessary, you can modify, repair, or remove the NICE CTI software. Select the relevant
procedure:
• Modifying the NICE CTI software
Select this to change the type of integration.
• Repairing NICE CTI Software
Select this to repair the NICE CTI integration installation. It reinstalls automatically the
existing CTI software as it is currently setup.
• Removing NICE CTI Software
Select this to remove the NICE CTI integration installation.

You can also upgrade the NICE CTI software:


• Upgrading the NICE CTI Software

You can verify the version of the NICE CTI software:


• Verifying the Version Number

Modifying the NICE CTI software


You use the Modify option to change the integration type. Follow the procedure below to modify
the NICE CTI software.

IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.

To modify the NICE CTI software:


1. From the Control Panel, select Add or Remove Programs.
2. Select NICE Perform Release x.x - CTI and click Change/Remove.

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Figure 8-13 Add or Remove Programs

The Welcome - CTI Setup window appears.


Figure 8-14 Welcome Window - Modify, Repair or Remove

3. Select Modify.
4. Click Next. Follow the instructions to modify the software.

IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.

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Maintaining the NICE CTI software

Repairing NICE CTI Software


You use the Repair option to repair the NICE CTI Integration installation. Follow the procedure
below to repair the NICE CTI software.

IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.

To repair the NICE CTI software:


1. From the Control Panel, select Add or Remove Programs.
2. Select NICE Perform Release x.x - CTI and click Change/Remove.
Figure 8-15 Add or Remove Programs

The Welcome - CTI Setup window appears.

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Figure 8-16 Welcome Window - Modify, Repair or Remove

3. Select Repair.
4. Click Next. Follow the instructions to repair the software.

IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.

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Maintaining the NICE CTI software

Removing NICE CTI Software


You use the Remove option to remove the NICE CTI Integration installation. Follow the procedure
below to remove the NICE CTI software.

To remove the NICE CTI software:


1. From the Control Panel, select Add or Remove Programs.
2. Select NICE Perform Release x.x - CTI and click Change/Remove.
Figure 8-17 Add or Remove Programs

The Welcome - CTI Setup window appears.

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Figure 8-18 Welcome Window - Modify, Repair or Remove

3. Select Remove.
4. Click Next. Follow the instructions to remove the software.

Upgrading the NICE CTI Software


When you need to install the upgrade of the latest NICE CTI software, follow the procedure below.

IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.

To upgrade the NICE CTI software:


1. From the taskbar, right-click the NICE CTI Console Viewer and select Exit.
2. In the Interactions Center, insert the installation CD/DVD in the drive.
3. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers
9.12.x.x\Connection Manager Drivers, and double-click Setup.exe.
The NICE Perform CTI Wizard starts.

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Maintaining the NICE CTI software

Figure 8-19 NICE Perform - CTI Setup Wizard

The Welcome window to the CTI Integration setup appears.


Figure 8-20 NICE Perform CTI - InstallShield Welcome Window

4. Click Next. The Log On window appears.


Select the relevant option:
• To configure for a network user account, (default setting) continue with Step 5.
-or-
• To configure for a local system account, continue with Step 6.
5. For a network user account:
5.1. In the This Account field, enter the domain\user.
5.2. In the Password field, enter the password.

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Maintaining the NICE CTI software

5.3. Click Next. The Network User Account Setup window appears.
Figure 8-21 Log On Window

6. For a Local System Account, select Local System Account. Continue with Step 7.
Figure 8-22 Log On Window

7. Click Next. The Setup Status window appears and the upgraded installation begins.

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Maintaining the NICE CTI software

Figure 8-23 Setup Status Window

The InstallShield Wizard Complete window appears asking whether you would like to restart
your computer now.
Figure 8-24 Setup Status Window

8. Select the desired option:


• Yes, I want to restart my computer now
• No, I will restart my computer later.
9. Click Finish.

IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.

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Maintaining the NICE CTI software

Verifying the Version Number


You can verify the CTI Integration installation version number from Add/Remove programs.

To verify the CTI Integration installation version number:


1. From the Control Panel, select Add or Remove Programs.
2. Select NICE Perform Release x.x - CTI.
Figure 8-25 Add or Remove Programs

Click here to verify


the version number

3. Click Click here for Support Information. The Support Info window appears.
Figure 8-26 Add or Remove Programs

Version number

4. Verify the version number.


5. Click Close and close Add/Remove Programs.

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9
Using NICE Testing and Debug Tools

Use this chapter when you need to use NICE Testing and Debug Tools. Or, when you need to
prepare an Open Service Request.

IMPORTANT
Before approaching NICE Customer Support, go to the Summary Page and review the
components that have been installed on the site. For more information regarding the Summary
Page, see the System Administrator’s Guide.

NOTE: The graphics in this chapter are used for example only. This chapter is relevant
for all integrations.

Contents

Gather Information .......................................................................................................152


Preparing the Open Service Request Procedure Workflow .....................................153
Submit an Open Service Request Procedure - Checklist .........................................154
Open Service Request Procedure - Form to Submit .................................................157
Procedure 1: If a Problematic Scenario Occurs, What Should I Do? ......................161
Procedure 2: Setting Reporting Levels and Activating Debug Tools ......................162
Procedure 3: Restarting the System and Running Problematic Scenario ..............195
Procedure 4: Collecting Information...........................................................................195
Procedure 5: Reset the System...................................................................................206
Connection Manager Monitor ......................................................................................214
Log Manager System ...................................................................................................220

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Gather Information

Gather Information
IMPORTANT
In the case of an Open Service Request (SR) Procedure, set all File Reporting Levels of
Integration components - CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level
by selecting ALL Reporting Level checkboxes.

When there are problems with the system, consider the following important issues first:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps? Make notes of these steps for NICE
Customer Support.
• Were the Servers restarted? If yes, did this resolve the problem?
• Are Professional Services in contact with you? It is important to mention this as your system
may have been customized.
• Review the Summary Page and the Updates that have been installed at the site.
• If the problems are not solved after you have reviewed all these issues, present NICE
Customer Support with this information and prepare an Open Service Request Procedure, see
Submit an Open Service Request Procedure - Checklist on page 154.

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Preparing the Open Service Request Procedure Workflow

Preparing the Open Service Request Procedure Workflow


Use this workflow when you prepare the Open Service Request Procedure.

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Submit an Open Service Request Procedure - Checklist

Submit an Open Service Request Procedure - Checklist


The Open Service Request Procedure provides all traces of the problem/s and enables NICE
Customer Support to receive a complete picture of the situation.
Follow the guidelines below BEFORE you submit an Open Service Request Procedure.
TIP: It is important to make a note of your current debug tools settings BEFORE
activating the debug tools so that you can return your system to its original
configuration. Either:
• Take screen-captures (<Alt> + <PrtSrn>) of your current settings
-or-
• Note down your settings.

Procedure For more information...


Procedure 1: Before You Do Anything...
BEFORE you prepare the Open Service Request
Procedure, have you done the following?

‡ • Contacted NICE Support for advice?


IF advised to prepare an Open Service Request Procedure,
have you:

‡ 1. Shut down the system?

‡ 2. Backed up existing log files?

‡ 3. Cleared all log folders?

‡ 4. Made notes or taken screen-captures of your current


debug tool settings?
Procedure 2: Activate the Reporting Levels and Debug tools
You now need to activate the following:

‡ 1. Call Server, RCM and Database Server Reporting See page 170
Levels

‡ 2. Events Spy See page 171

‡ 3. CAPISpy See page 175

‡ 4. Integration log Reporting Levels See page 179

‡ 5. Debug Service See page 181

‡ 6. TAPIMonitor See page 192

Procedure 3: Repeat the problematic scenario...

‡ • Have you run the problematic scenario with all the


activated debug tools listed above?

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Submit an Open Service Request Procedure - Checklist

Procedure For more information...


Procedure 4: Collect the following information:

‡ 1. Prepare a list of devices - export a list of all your devices See page 196
to a text file.

‡ 2. Zip the Integrations folder - navigate to D:\Program


Files\Nice Systems\CTI.

‡ 3. Use the Log Collector to collect all the log files. Include: See page 197

‡ • Integration – Integration Installation folder


path\Log
e.g. D:\Program Files\Nice Systems\CTI\Log

‡ • Call Server

‡ • RCM

‡ • Database Server

‡ • Logger/VoIP Logger

‡ • Summary Page

‡ 4. Include the following debug tool files:

‡ • TSP log files See page 199

‡ • Event Spy See page 201

‡ • CAPI Spy See page 202

‡ • Debug Service See page 204

‡ • TAPIMonitor See page 205

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Submit an Open Service Request Procedure - Checklist

Procedure For more information...


Procedure 5: Reset the system to the original settings you had in Procedure 2

‡ After you have run the problematic scenario/s, remember to


reset the system to the settings that you had previously.
Reset the:

‡ Call Server, RCM and Database Server Reporting Levels See page 206

‡ TSP See page 208

‡ Integration Reporting Levels See page 209

‡ Event Spy See page 210

‡ Debug Service See page 211

Procedure 8: Complete the Open Service Request Procedure

‡ Complete the Open Service Request - Form to Submit. See page 157

‡ Zip all logs and send it to NICE.

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Open Service Request Procedure - Form to Submit

Open Service Request Procedure - Form to Submit

NOTE: Print out and complete this checklist before faxing it to NICE Customer Support.
Verify that you have all the required information before you approach NICE Customer
Support, see Submit an Open Service Request Procedure - Checklist on page 154.

Relevant Information Complete With Your Information


Site Information
This section includes all the information regarding the problematic site.

Site name
Telephony switch type
PABX type
Version of CUCM
Version of NICE Interactions Center
plus the current service pack
Site configuration
e.g. is there more than 1 driver? How
many CLSs are there on-site?
Recording environment used - Total
or Interaction-based Recording
NICE Customer Support contact
person’s name
Site’s contact person’s name
Remote connection - details and
availablity
Production hours (e.g. 24/7)

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Open Service Request Procedure - Form to Submit

Relevant Information Complete With Your Information


Problem Description:
This section includes a detailed description regarding the problematic site.

Include a detailed description of the


problem and specific scenarios that
cause it, if relevant.

Mention whether the problem can be


reproduced.
If so, does it happen all the time?

Were there any changes to the


environment that might have
influenced the system? If yes, detail
this.
How often does the problem occur?
Detail its frequency or the percentage
of the time that the problem occurs?
Is this a new installation?
Is it an upgraded installation?
If upgraded, from what version was it
upgraded? What version was it
upgraded to?
Have Professional Services been in
contact with you? Detail any
customization that your system may
have had.

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Open Service Request Procedure - Form to Submit

Relevant Information Complete With Your Information


What steps are needed to reproduce
the problem?

Detail all the troubleshooting steps


performed before escalating the
Service Request to NICE Customer
Support.

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Open Service Request Procedure - Form to Submit

Relevant Information Complete With Your Information


Detail the following:
Call ID
Scenario

Time of call
Devices involved in the problematic
scenario

Any other relevant information

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Procedure 1: If a Problematic Scenario Occurs, What Should I Do?

Procedure 1: If a Problematic Scenario Occurs, What


Should I Do?
If you have problematic scenario/s with your NICE System, your first step should be to contact
NICE Customer Support and ask for advice. If told to restart the system, follow the procedure
below.

To prepare an Open Service Request Procedure:


This procedure is performed so that you recreate the problematic scenario.
NOTE: Where possible, you are strongly advised to perform this procedure. It enables
you to run the problematic scenario with a clean system and clean log files.

If NICE Customer Support advises you to prepare an Open Service Request Procedure, you should
do the following:
1. Shut down the system.
2. Back up existing log files.
3. Clear all log folders.

Log File Paths


These are the log file paths for the various NICE components:

NICE Interactions Center

• CLS Server – D:\Program Files\NICE Systems\NICE CLS\Log


• Integration – D:\Program Files\Nice Systems\CTI\Log
• SIP Log - D:\Program Files\NICE Systems\CTI\Log

Debug Log Files

1. TSP log files - C:Temp\CiscoTSP001Log


2. Event SPY - Saved in the folder you choose.
3. CAPI SPY - Saved in the folder you choose.
4. Debug Service - \Debug
5. TapiMonitor.exe log (when a line is open) - Nice Systems\CTI\TAPICTILink

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

Procedure 2: Setting Reporting Levels and Activating


Debug Tools

TIP: It is important to make a note of your current Reporting Levels and Debug Tools
settings BEFORE activating the debug tools so that you can return your system to its
original configuration. Either:
• Take screen-captures (<Alt> + <PrtSrn>) of your current settings
-or-
• Note down your settings.
After you have shut down the system and cleaned out all the log files, you need to set up the Log
Collector. Then, you set the reporting levels of the Call Server, RCM and Database Server. Finally,
you also need to activate the relevant debug tools:
1. Setting Up the Log Collector
2. Setting the Call Server, RCM, and Database Server Reporting Level
3. Setting Up the Events Spy
4. Setting Up the CAPI Spy Plug-in
5. Setting the Integration Log Reporting Levels
6. Setting Up the Debug Service
7. Setting Up TAPIMonitor as a Debug Tool

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

Setting Up the Log Collector


Your NICE Perform system is composed of many components such as Loggers, servers, and
applications. They can be installed on one or several different machines. The Log Collector has
the ability to collect all pertinent information generated by each component, in the form of
reports, to assist in evaluating and troubleshooting your system.

Getting Started
Verify that there is at least 1 GB of free space on the local temp folder to store reports. Reports will
not be saved if enough free space is not available. The temporary location for reports cannot be
changed.
The Log Collector does not require an installation process.

Collecting Information from NICE Perform Servers


The Log Collector scans your NICE Perform system configuration using two different techniques:
• Read from Database - you define the location of the SQL server where your NICE Perform
databases reside. Based on this information, the Log Collector locates all NICE Perform
components and relevant information stored on all machines.
• Add Manually - you define a server and select only those components whose data you want to
collect.

To collect information from all NICE Perform Servers:


1. Open the Log Collector:
1.1. Copy the Log Collector folder to your local hard drive.
1.2. Double-click NiceApplications.LogCollector.exe to start the Log Collector. This can
take a few seconds.
The NICE Perform Log Collector appears.

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

Figure 9-1 NICE Perform Log Collector

Selection
Area

Reports

Collection
Log

Progress
Bar

2. If Server Reports is not the current view, select Server Reports.


3. For most sites, you should connect to a server to allow automatic discovery of all
components. Continue with Step 4.
-or-
For very large sites, you can manually add only selected components. Continue with Step 5.
4. To connect to a server for automatic discovery, do the following:

4.1. Click Read From Database . The SQL Server Credentials window appears.
Figure 9-2 SQL Server Credentials Window

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

4.2. Enter the Hostname or IP address for the SQL Server where the NICE Perform
databases reside.
4.3. Select SQL Server connection credentials.
4.4. Click OK.
The Log Collector runs a discovery task and fills the Server Reports list with all the
information components that can be collected from your NICE Perform servers and
connected Data Hubs.
Figure 9-3 Server Reports

4.5. Expand a branch to see all potential reports. Clear the checkbox of any report not
currently needed.
If you leave an item selected that is not installed (i.e., you leave ScreenSense selected and
ScreenSense is not installed), it will appear as an error after the collection is run.
Figure 9-4 Server Reports - Selection

Component
Reports

Component
Reports

5. If your site is very large, you should use the manual option. Do the following:

5.1. Click Add Manually .


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Procedure 2: Setting Reporting Levels and Activating Debug Tools

The Choose Component window appears.


Figure 9-5 Choose Component window

5.2. Enter the Host Name or IP Address of the Server where the components reside.
5.3. If the SQL server is installed on a different server, select Use dedicated SQL Server.
Then enter its host name or IP address.
5.4. Select components from the list. Then click OK.
The selected components appear under the new branch, Data Hub:Undefined.
Figure 9-6 Server Reports - Undefined

Data Hub:Undefined

6. Click Start to start collection now or click Schedule Collection to start collection at
a later time.
The Server Credentials window appears.

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

Figure 9-7 Server Credentials Window

Click here to fill the entire table


with the same values

7. In the Machine Credentials area, select one of the following types of Authentication:
• Current Windows User
• Different Windows User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row, then click Copy Credentials to fill the entire table with the same values.

8. In the SQL Server Credentials area, select one of the following types of Authentication:
• Current Windows User
• Different Windows User (enter a Password and Domain (optional) for the user)
• SQL User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row, then click Copy Credentials to fill the entire table with the same values.

9. Click Collect. The Collection begins.

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

Figure 9-8 Server Reports Results

10. When the collection is complete, you will see the following results:

10.1. Successful collection is indicated by a green checkmark

10.2. Unsuccessful collection is indicated by a red X .


10.3. The log area shows the status of collected reports. To clear the log area, select File >
Clear Log.
10.4. The Progress bar indicates Collection Finished.
11. Double-click a report that completed successfully in the Server Reports list to see its
contents in the right pane. Each report appears in a separate tabbed page.
NOTE: If you double-click a report that was unsuccessful or was not selected for
collection, the Log Collector will run again, for that report only, and try to locate its
information and create a report.

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Figure 9-9 Server Tabbed Page Output

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Setting the Call Server, RCM, and Database Server Reporting Level
Set the File reporting level to Debug for the various modules and services.
TIP:
For troubleshooting purposes, set the logs to the maximum size and maximum number
of log files.

To set the reporting level:


1. In System Administrator verify that you are working in Technician mode: From the Settings
menu, select Technician Mode.
Figure 9-10 Technician Mode

2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant CLS
Server.
3. Click the Report Level tab.
Figure 9-11 CLS Report Level

4. Expand the Call Server and set the File reporting level to Debug.
5. Expand the DBServer and set the File reporting level to Debug.
6. Expand RCM and set the File reporting level to Debug.

NOTE:
Currently the Screen reporting level category is not available, although it appears on the
screen. Changing this field has no effect on the system.

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Setting Up the Events Spy


Before setting up the Events Spy to receive events, you first need to set up the Events Spy.
NICE Events Spy enables you to trace events that are not in NICE Perform but were received from
the PABX, and then translated and transferred to the Connection Manager, thus enabling you to
detect bugs or malfunctions.

WARNING
Using the NICE Events Spy can greatly increase the load on your system. The UseSpy
parameter default is therefore No. Using the NICE Events Spy and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.

The NICE Events Spy tool is part of the NICE Perform CTI Integrations. After you define the
Events Spy in your system, you should set it up to receive events.

To set up the NICE Events Spy Tool:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to set up the NICE Events Spy
tool.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.
Figure 9-12 Interfaces Tab

Double-click UseSpy

4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
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Figure 9-13 Set Parameter Value Window

5. From the Value drop-down list, select Yes and click OK.
6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.
Figure 9-14 Set Parameter Value Window

7. In the Value field, enter the name of the mailslot that you want to use in conjunction with
NICE Events Spy:
• This can be any name.
• This name is later used in the Events Spy tool to connect to this specific Connection
Manager.

NOTE: The Value field is case sensitive. You are recommended to use a short name.

8. Click OK.

NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.

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Setting Up the Events Spy to Receive Events


You should set up the Events Spy so that you can receive events. Follow the procedure below.

To set up the NICE Events Spy to receive events:


1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\Program Files\NICE Systems\CTI). Double-click EventSpy.exe. The Events Spy
window appears.
Figure 9-15 Events Spy Window

Event Type
Column

2. From the Connections menu, select Mailslot Connections for Receiving Events > Open
Mailslot. The Events Spy - Mailslot Name window appears.
Figure 9-16 Events Spy - Mailslot Name Window

3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.
The Events Spy begins to receive events from the switch. The events are listed in the Event
Type column of the Events Spy window, see Figure 9-15.

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(Optional) Setting up the SimCTILink Tool


The SimCTILink tool simulates the transfer of events to the Connection Manager as if they
originated in the PABX. This enables you to save and analyze them without having to actually use
the PABX itself.

WARNING
Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be
performed only by authorized personnel. DO NOT attempt to use this tool on your own.
You must therefore leave the parameter default value as No unless specifically instructed to do
so by NICE Customer Support.

Sending Events

WARNING
You can send events to NICE Systems using the Events Spy window. Sending events is only
done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer
Support.

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Setting Up the CAPI Spy Plug-in


The CAPI Spy enables you to monitor all messages sent by the CTI driver to the CLS CAPI (Call
Server). Examination of these messages enables you to pinpoint whether the problem is in the CTI
driver or in the CLS CAPI server.
CAPI Spy has two main components:
• CAPI Spy Plug-in
• CAPI Spy Utility
The CAPI Spy plug-in is one of the standard CTI driver plug-ins. You set it up in the System
Administrator. Only selected plug-ins are executed by the CTI driver.
Follow the procedure below to activate the CAPI Spy Plug-in.

To set up the CAPI Spy Plug-in:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Click the
relevant driver.
3. Click the Interfaces tab.
Figure 9-17 Drivers > Interfaces Tab

4. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure.
The Driver - Interface Configuration window appears.

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Figure 9-18 Driver - Interface Configuration Window

5. Expand Driver Real-Time Plugins.

IMPORTANT
You can select CAPISpy once and then leave it selected, as it has no negative impact on the
system.

Figure 9-19 Driver Real-Time Plugins Area

Click the
arrows to
change the
order

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6. Select the CAPISpy checkbox and click OK.

NOTE: Make CAPISpy the last entry in the Driver Real-Time Plugins list. This enables you to
see any changes that could occur because of other plugins.
You can change the order of the drivers by clicking the arrows.
After you select or clear the CAPISpy checkbox, you must restart the driver in order for the
change to take effect.
7. Click the General tab and expand Additional Driver Parameters. The Additional Driver
Parameters area displays.
Figure 9-20 Additional Driver Parameters Area

8. Define the CAPI Spy parameters according to the following table:

Default
Parameter Name Description
Value

CAPISpyServerPort Port to which the CAPI Spy connects. 7002


NOTE: You should not change the value of
this parameter unless there is another third
party application that uses this port.
If the value is changed, restart the driver.
Then configure the CAPI Spy application to
connect to the new port. See Changing
Connection Details.

CAPISpyMessageQueueSize Size of message queue in CAPI Spy server. 50


NOTE: Be careful about setting this to a
higher value as it can slow driver
performance.

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9. Click Save .
NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, double-click the Nice Integration Dispatch Service.
4. In the Service status area, click Start.
The Service status changes to Started.
5. Click OK.

Changing CAPI Spy Connection Details

The CAPI Spy connects by default to the localhost CTI driver on the 7002 port. When port 7002 is
used by another third party application, you can change the port. See CAPI Spy Plug-in.

To change the connection details:


1. From the Connect menu, select Change connection details. The Connection Details
window appears.
Figure 9-21 Connection Details Window

2. Enter the Driver IP Address and the Driver Spy port.


3. Click OK.

NOTE: You can also monitor CAPI messages from a different host. In this case, enter the IP
address of the remote machine. This can seriously overload the network and should be avoided
if possible.

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Setting the Integration Log Reporting Levels


The Log Manager creates log message files and/or sends information regarding the Console and
the Event Log according to the predefined Reporting Level filter.

WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Customer Support.

You can set the Reporting Levels in any of the integration branches e.g. in the Connection
Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or
in the New Driver wizards when you initially set up the driver.
By default, Reporting Levels are defined for the following:
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed under the
Control Panel > Administrative Tools.

If necessary, you can also manage the size of the log files, the amount of disk space dedicated to
them, and the number of days you wish to keep log files.
Follow the procedure below to edit the Reporting Levels for any Integration component, for
example, the CTI Interface, Connection Manager, or the Media Provider Controller.

IMPORTANT
In the case of an Open Case Procedure, set all File Reporting Levels of Integration components
- CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level by selecting ALL
Reporting Level checkboxes.
If you have two Connection Managers, remember to set the Reporting Levels for both of them.

To edit the Reporting Levels:


1. You can set the Reporting Level in any of the branches, see the examples below:
• In the Organization tree, expand Master Site > CTI Integrations > Connection
Managers and click the relevant Connection Manager. In the Connection Manager
Details area, expand Reporting Level.
-or-
• In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the
Driver General Information area, expand Driver Reporting Level.

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Figure 9-22 Driver Reporting Level Area

Click Edit

2. Select File and click Edit . The Set Reporting Level window appears.
Figure 9-23 Set Reporting Level Window

3. Select the checkboxes for the Reporting Levels you want to include and click OK.

NOTE: It is highly recommended that you do not change the settings of the default
Reporting Levels. Changing Reporting Levels should be done only by authorized
personnel and in conjunction with NICE Customer Support.

4. In the relevant log field, type the new setting and click Save .

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Setting Up the Debug Service


The Debug Service enables you to gather data critical for solving problems stemming from the
transfer of events between the switch and the Connection Manager.

IMPORTANT
When setting up the Debug Service for TAPI, you should set the RecordingMode to Simple.
You should NOT use the Asychronous and Semi_Sychronous modes.

The Debug Service enables NICE Customer Support to reproduce problematic scenarios.

WARNING
Using the Debug Service can greatly increase the load on your system. The DebugServiceMode
parameter default is therefore Idle. Using the Debug Service and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.

NOTE: To avoid confusion with any Debug Service files from previous sessions, it is
highly recommended to delete all existing Debug Service file(s) before activating the
Debug Service.

To set up the Debug Service:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to set up the Debug Service.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.

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Figure 9-24 Interfaces Tab

Double-click DebugServiceMode

4. Double-click the DebugServiceMode parameter.


The Set Parameter Value window appears.
Figure 9-25 Set Parameter Value Window

5. From the Value drop-down list, select Record and click OK.
The RecordingMode and DebugFilesFldr parameters appear.

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Figure 9-26 Set Parameter Value Window

6. Define the Debug Service parameters according to the following table.

Parameter Name Description Default Value

DebugServiceMode • Idle - the Debug Service is disabled. Idle


• Record - the CTI Interface records every event,
request, and response.
• Debug - the CTI Interface receives events,
requests, and responses directly from the
Debug Service (to be used only by NICE
System personnel in lab environments).

DebuggingMode • Orignl_Intrvls - retains the original intervals Single_step


between events that were used by the switch.
• Fixed_Intrvls - events are transferred to the link
at fixed intervals, which are defined in the
FixedTimeInterval parameter.
• Single_Step - events are transferred upon user
input.
NOTE:
This parameter is activated only when you activate
the DebugServiceMode.

RecordingMode • Simple - No synchronization is performed. This Asynchronous


should be activated for TAPI.
NOTE:
This parameter is ONLY activated when you activate
the DebugServiceMode.

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Parameter Name Description Default Value

DebugFilesFldr Defines the folder in which the files created by the Debug
Debug Service are saved.
NOTE:
• It is highly recommended to delete the contents
of the Debug folder before activating the Debug
Service.
• This parameter is activated only when you
activate the DebugServiceMode.
• The files are saved in binary format.

FixedTimeInterval Defines the value when you define Fixed_Intrvls as 0


the value for the DebuggingMode parameter
above.
NOTE:
• The value is defined in seconds.
• This parameter is activated only when you
activate the DebugServiceMode.

AvailableDiskQuota Defines the maximum size allowed on the hard disk 300
for the Debug file you defined in the
DebugFilesFldr above.
• The value is defined in MB.
• This parameter is activated only when you
activate the DebugServiceMode.

7. Before you can activate the Debug Service, you must first stop the Services.
7.1. Click Start > Run. The Run window appears.
7.2. In the Open field, enter services.msc and click OK. The Services window appears.

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Figure 9-27 Services Window

7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration
Dispatch Service Properties window appears.
7.4. In the Service status area, click Stop. The Service status changes to Stopped.
7.5. Click OK.
8. To activate the Debug Service after you have defined the above parameters, close the
Connection Manager process in the NICE Interactions Center.
The Debug Service is activated when the Dispatch Service automatically restarts the
Connection Manager process.

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9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr
above.
For each debug session, the Debug Service automatically creates four debug files:
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above
files are transferred is located in D:\Program Files\Nice Systems\CTI\Debug (default), or
in the location you defined in the DebugFilesFldr parameter above.

IMPORTANT
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.

IMPORTANT
After you have sent off the Open Service Review, you need to return the Debug Service to its
original status. See Resetting the Debug Service.

The Debug Service enables NICE Customer Support to reproduce problematic scenarios.

WARNING
Using the Debug Service can greatly increase the load on your system. The DebugServiceMode
parameter default is therefore Idle. Using the Debug Service and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.

NOTE: To avoid confusion with any Debug Service files from previous sessions, it is
highly recommended to delete all existing Debug Service file(s) before activating the
Debug Service.

To set up the Debug Service:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to set up the Debug Service.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.

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Figure 9-28 Interfaces Tab

Double-click DebugServiceMode

4. Double-click the DebugServiceMode parameter.


The Set Parameter Value window appears.
Figure 9-29 Set Parameter Value Window

5. From the Value drop-down list, select Record and click OK.
The RecordingMode and DebugFilesFldr parameters appear.

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Figure 9-30 Set Parameter Value Window

6. Define the Debug Service parameters according to the following table.

Parameter Name Description Default Value

DebugServiceMode • Idle - the Debug Service is disabled. Idle


• Record - the CTI Interface records every event,
request, and response.
• Debug - the CTI Interface receives events,
requests, and responses directly from the
Debug Service (to be used only by NICE
System personnel in lab environments).

DebuggingMode • Orignl_Intrvls - retains the original intervals Single_step


between events that were used by the switch.
• Fixed_Intrvls - events are transferred to the link
at fixed intervals, which are defined in the
FixedTimeInterval parameter.
• Single_Step - events are transferred upon user
input.
NOTE:
This parameter is activated only when you activate
the DebugServiceMode.

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Parameter Name Description Default Value

RecordingMode • Asynchronous - synchronization of the Asynchronous


requests and responses by the InvokeID is
defined by the switch. Not applicable to TAPI.
• Semi_Synchronous - synchronization of the
requests and responses by the InvokeID is
defined by the Debug Service. Not applicable to
TAPI.
• Simple - No synchronization is performed.
• Flat - No synchronization is performed. File
format is not enforced, ie. the CTI link decides
on the debug file format itself.
NOTE:
This parameter is ONLY activated when you activate
the DebugServiceMode.

DebugFilesFldr Defines the folder in which the files created by the Debug
Debug Service are saved.
NOTE:
• It is highly recommended to delete the contents
of the Debug folder before activating the Debug
Service.
• This parameter is activated only when you
activate the DebugServiceMode.
• The files are saved in binary format.

FixedTimeInterval Defines the value when you define Fixed_Intrvls as 0


the value for the DebuggingMode parameter
above.
NOTE:
• The value is defined in seconds.
• This parameter is activated only when you
activate the DebugServiceMode.

AvailableDiskQuota Defines the maximum size allowed on the hard disk 300
for the Debug file you defined in the
DebugFilesFldr above.
• The value is defined in MB.
• This parameter is activated only when you
activate the DebugServiceMode.

7. Before you can activate the Debug Service, you must first stop the Services.
7.1. Click Start > Run. The Run window appears.

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

7.2. In the Open field, enter services.msc and click OK. The Services window appears.
Figure 9-31 Services Window

7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration
Dispatch Service Properties window appears.
7.4. In the Service status area, click Stop. The Service status changes to Stopped.
7.5. Click OK.
8. To activate the Debug Service after you have defined the above parameters, close the
Connection Manager process in the NICE Interactions Center.
The Debug Service is activated when the Dispatch Service automatically restarts the
Connection Manager process.

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9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr
above.
For each debug session, the Debug Service automatically creates four debug files:
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above
files are transferred is located in D:\Program Files\NICE Systems\CTI\Debug (default), or
in the location you defined in the DebugFilesFldr parameter above.

IMPORTANT
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.

IMPORTANT
After you have sent off the Open Service Review, you need to return the Debug Service to its
original status. See Resetting the Debug Service.

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Procedure 2: Setting Reporting Levels and Activating Debug Tools

Setting Up TAPIMonitor as a Debug Tool


The TAPIMonitor enables you to see the events occurring from the Cisco TSP. You can view the
lines that are open and see the events on those lines.
NOTE: This tool should only be used for debugging purposes when you are instructed
to do so by the NICE Customer Support.

Before opening an Open Service Request Procedure, set up the TAPIMonitor to run as a debug
tool. You should perform open line for a specific Directory Number (DN) and recreate the
problematic call scenario.
You can also use the TAPIMonitor to verify that the Directory Numbers (DNs) are being
monitored. In this case too, you should perform open line.
Remember to send the TapiMonitor.exe log file when you open the Service Request.

IMPORTANT
When running TAPIMonitor as a debug tool, it is highly recommended that you stop the NICE
Integration Dispatch Service. If you cannot stop it for operational reasons, contact NICE
Customer Support.

To run the TAPIMonitor as a debug tool:


1. In the NICE Interactions Center, navigate to the TAPIMonitor.exe application (the default
location is D:\Program Files\Nice Systems\CTI\TAPICTILink).
2. Run the TAPI monitor application. A window appears with the connection details. A
successful connection should look similar to Figure 9-32 on page 192.
Figure 9-32 TAPIMonitor.exe Connection Details Window - Successful Connection Example

Providers
List
Version
number

Line = Line Name =


UniquelineID Hostname

Line = Type
of line e.g.
IP phone,

Line Address/ Extension number/ Host name


Device Number

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3. Verify the connection details that appear in the window and verify in the Line Address that
all the extensions appear.
4. In the TAPIMonitor.exe window, enter one of the lines of the phone devices (in Figure 9-32,
Line 16 or 17). Press <Enter>.
Figure 9-33 TAPIMonitor.exe Connection Details Window - Successful Connection Example

Line = UniquelineID Providers List Version number Line Name = Host name

MAC Address

Line = Type of line


e.g. IP phone
Type Open line #
(line number)

Line Address/Extension number/Device Number


Recording modes of each device

5. Make a phone call from one device to another.

6. If you configured your system for security (SRTP), verify that a padlock icon appears on
the phone’s screen.

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7. Verify that the TAPIMonitor.exe window displays all of the information for the call coming
from the switch, including the keys for this session.
8. Verify that all the monitored devices appear and that their Recording modes also appear.

NOTE: You can also see the host name (SEP + MAC address) for each device which
can be useful for future troubleshooting.

The connection is verified. The TSP Client is able to monitor the CUCM and receive the
relevant information required to decrypt the call packets and to allow proper recordings.
NOTE: You can view all information regarding the TAPIMonitor results in the
TAPIMonitor.txt file - Nice Systems\CTI\TAPICTILink.

Figure 9-34 Monitor All Lines

Type -OAL

9. Send the TAPIMonitor.txt file to NICE Customer Support.

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Procedure 3: Restarting the System and Running Problematic Scenario

Procedure 3: Restarting the System and Running


Problematic Scenario
You now need to restart the system and run the problematic scenario/s.

Procedure 4: Collecting Information


When preparing the Open Service Request Procedure you need to collect the following
information:
1. List of Devices and Resources, see Prepare a List of Devices and Resources on page 196.
2. Information from the NICE Perform servers. Use the Log Collector to collect the log files. See
Collecting Information from NICE Perform Servers on page 197.
3. Debug tool log files, see:
• Collecting and Saving TSP Log Files on page 199
• Collecting and Saving Event Spy Logs on page 201
• Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility on page 202
• Collecting the Debug Service Files on page 204
• Collecting the TAPIMonitor Log Files on page 205
4. Zip the Integrations folder - D:\Program Files\Nice Systems\CTI.

Remember to include the following log files:


NICE Interactions Center:
• CLS Server – D:\Program Files\NICE Systems\NICE CLS\Log
• Integration – D:\Program Files\Nice Systems\CTI\Log
• SIP Log - D:\Program Files\NICE Systems\CTI\Log
• Summary Page - <Applications Server Installation Path>\ServerBin\
NiceApplications.SummaryPage.log

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Procedure 4: Collecting Information

Prepare a List of Devices and Resources


Export a list of all your devices and resources (ACD (Hunt Pilot/Group), Station) to a text file and
then attach it together with the other files for NICE Customer Support. Follow the procedure
below.

To export the devices to a text file:


1. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces > Cisco TAPI CTI Interface . The selected CTI Interface
definition appears.
2. Click the Devices tab and expand Available Devices.
Figure 9-35 CTI Interface Definition - Devices Tab

3. Click Export to file.


The Export Available Devices List window appears.
Figure 9-36 Export Available Devices List Window

4. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space or a Tab increment.

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5. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type will appear in the txt file:
• Device Delimiter Device Type Delimiter UniqueID (that is, first the device number
followed by the device type followed by the Unique Device ID),
• Device Type Delimiter Device Delimiter UniqueID (that is, first the device type
followed by the device number followed by the Unique Device ID).
6. Click the Export file to browse button and browse to the relevant location where you want to
save the exported file. The Save as window appears.
7. In the File name field, enter the file’s name.
8. Click OK. The devices listed in the CTI Interface are save in a .txt file.

Collecting Information from NICE Perform Servers

The Log Collector gathers information from all the NICE Perform servers and local workstations.
It presents this information in the form of reports. When Log Collector reports are created, they are
stored in a temporary location on your workstation.
The Log Collector provides the ability to save all reports in one zipped file. This zipped file can be
opened using the Log Collector on another machine, or unzipped and then the reports are opened
one-by-one.
NOTE: Some types of reports, such as log files and configuration files, can also be
opened using other applications and then saved. For information regarding viewing the
Log Collector reports, see the Log Collector Guide.

All Successful reports will be exported. Failed reports will be copied to maintain the Reports tree
structure. Reports not marked to run will not be copied to the export file.

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Procedure 4: Collecting Information

Figure 9-37 Reports Exported

Create Export file from: Export file after reimporting:

To create a export file:


1. In the Log Collector window, select File > Export. The Save As window appears. All reports
are saved in one zipped file.
2. Enter a name for the zipped file and browse to a location. Then click Save.
All reports (Client reports and Server reports) are zipped together and saved.
The new zipped file can be imported into the Log Collector on another machine for viewing or
unzipped and viewed file-by-file.
For further information regarding the Log Collector, see the Log Collector Guide.

NOTE: Reports that were unsuccessful cannot be rerun from the Import Reports list.

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Procedure 4: Collecting Information

Collecting and Saving TSP Log Files


The TSP Log files are very useful for troubleshooting purposes. You should send these files
together with the other log files.
Before you repeat the scenario for troubleshooting purposes, you should delete existing log files.
You then need to set up the TSP for troubleshooting, repeat the problematic scenario, zip the log
files for sending to NICE Customer Support, and then return the TSP to its original settings.

To collect and save TSP log files:


1. Navigate to C:\Temp and delete all existing TSP log directories.
2. Navigate to Start > Settings > Control Panel and point to Phone and Modem Options.
3. Click the Advanced tab.
Figure 9-38 Phone and Modem Options Window - Advanced Tab

4. In the Providers list, select CiscoTSP001.tsp and click Configure. The Cisco Unified
Communications Manager TSP window appears.
4.1. Click the Trace tab.

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Procedure 4: Collecting Information

Figure 9-39 CUCM TSP Window - Trace Tab

4.2. In the File Size field, enter 1000.


4.3. In the No. of files field, enter 20.
4.4. Select Detailed.
4.5. Select the CTI Trace and TSPI Trace checkboxes.
4.6. Leave the default directory setting as C:\Temp.
4.7. Click OK.
5. Repeat the problematic scenario.
6. Navigate to C:\Temp and zip the relevant log file directories and send them to NICE Customer
Support together with all other relevant log files and the completed Open Service Request
Procedure checklist.
7. After sending the Open Service Request Procedure’s log files, reset the TSP to its original
settings, see Resetting the TSP on page 208.

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Procedure 4: Collecting Information

Collecting and Saving Event Spy Logs


NICE Events Spy enables you to:
• Create and save events in an active log file.
• Save all current events.
• Save selected current events.
You can save the files in either .xml or .bin formats.

Saving Events in a Log File


This option enables you to create a log file that saves all events from the time you create the file
until you close it.

To save events in a log file:


1. From the File menu, select Log to File.
2. To create a log file using the .xml format, click Log to XML File. To create a log file using the
.bin format, click Log to Binary File. The Save as window appears.
3. Save the file in any convenient location.

NOTE: To view the contents of any of the log files you created, from the File menu click
Open Log File.

Saving Current Events


This option enables you to create a file in which you can save all events that currently appear in the
Event Type column.

To save current events:


1. From the File menu, select Save Current Events to File.
2. To create a file using the .bin format, click Save all Events to Binary File. To create a file
using the .xml format, click Save all Events to XML File. The Save as window appears.
3. Save the file in any convenient location.

Saving Selected Current Events


This option enables you to create a file in which you can save selected events from the list that
currently appears in the Event Type column.

To save selected current events:


1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.
2. From the File menu, select Log to File.

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Procedure 4: Collecting Information

3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To
create a file using the .xml format, click Save Only Selected Events to XML File. The Save
as window appears.
4. Save the file in any convenient location.

Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility
NICE Systems provides a utility for viewing the CAPI Spy messages in XML format.

To set up the CAPI Spy utility:


1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click CAPISpy.exe. The CAPI Spy window appears.
Figure 9-40 CAPI Spy Window

2. From the Connect menu, select Connect to CTI Driver.


After the CAPI CTI driver and the CAPI Spy utility are connected, the CAPI Spy starts
displaying CAPI messages.

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Procedure 4: Collecting Information

Figure 9-41 CAPI Spy Window Displaying Messages

NOTE: If the connection is not successful, an error message appears. Contact NICE Customer
Support.
If the connection is dropped, an error message appears. To reconnect the connection, from the
Connect menu, select Connect to CTI Driver.

3. From the File menu, point to Save to file and select Save all to save events to a log file.

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Procedure 4: Collecting Information

Collecting the Debug Service Files


NICE Systems provides a utility for viewing the Debug Service files. You then send the four
Debug files to NICE Customer Support.

To access the Debug Service files:


1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\Program Files\NICE Systems\CTI).
2. In the Tools folder, double-click IntegrationFileSplitter.exe.
The Integration File Splitter window appears.
Figure 9-42 Integration File Splitter Window

Drag and drop


debug files into
the File Details
area

3. Drag and drop the Debug files into the File Details area.
The Debug files and the debug session identifier numbers appear in the File Details area.
4. When necessary, you can open and view the contents of the .dbg files.

IMPORTANT
Make sure that you send to NICE Customer Support the four debug files that correspond to the
debug session ID number.

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Procedure 4: Collecting Information

Collecting the TAPIMonitor Log Files


You should send the TAPIMonitor files to NICE Customer Support.

To collect the TAPIMonitor files:


1. In the NICE Interactions Center, navigate to the Nice Systems\CTI\TAPICTILink folder (the
default location is D:\Program Files\Nice Systems\CTI\TAPICTILink).
2. Zip the files and send them to NICE Customer Support.

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Procedure 5: Reset the System

Procedure 5: Reset the System


After you have run the problematic scenario and sent the relevant log files and the Open Service
Request Procedure checklist to NICE Customer Support, you need to reset the various tools to
their original settings. Refer to your notes regarding these settings.
See:
1. Resetting the Call Server, RCM, and Database Server Reporting Levels
2. Resetting the TSP
3. Resetting the Integration Log Reporting Levels
4. Resetting the Event Spy
5. Resetting the Debug Service

Resetting the Call Server, RCM, and Database Server Reporting Levels
Reset the File reporting level to its original setting. Refer to the notes that you made before you
changed these settings.
TIP:
For troubleshooting purposes, set the logs to the maximum size and maximum number
of log files.

To set the reporting level:


1. In System Administrator verify that you are working in Technician mode: From the Settings
menu, select Technician Mode.
2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant CLS
Server.
3. Click the Report Level tab.

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Procedure 5: Reset the System

Figure 9-43 CLS Report Level

4. Expand the Call Server and set the File reporting level to its original setting.
5. Expand the DBServer and set the File reporting level to its original setting.
6. Expand RCM and set the File reporting level to its original setting.

NOTE:
Currently the Screen reporting level category is not available, although it appears on the
screen. Changing this field has no effect on the system.

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Procedure 5: Reset the System

Resetting the TSP


After sending the TSP log files to NICE Customer Support, return the system to its
original configuration.

To access and save TSP log files:


1. Navigate to Start > Settings > Control Panel and point to Phone and Modem Options.
Click the Advanced tab. In the Providers list, select CiscoTSP001.tsp and click
Configure.
Figure 9-44 CUCM TSP Window - Trace Tab

2. Click the Trace tab.


3. In the File Size field, enter 10.
4. In the No. of files field, enter 1.
5. Select Error.
6. Clear the CTI Trace and TSPI Trace checkboxes. (Only the TSP Trace checkbox should be
selected.)
7. Click OK.

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Procedure 5: Reset the System

Resetting the Integration Log Reporting Levels


Reset the Integration log files to their original onsite settings.

To reset the Integration log files:


1. Reset the Reporting Level in all the branches that you raised to the Highest Reporting Level.
For example:
• In the Organization tree, expand Master Site > CTI Integrations > Connection
Managers and click the relevant Connection Manager. In the Connection Manager
Details area, expand Reporting Level.
-or-
• In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the
Driver General Information area, expand Driver Reporting Level.
Figure 9-45 Driver Reporting Level Area

Click Edit

2. Select File and click Edit . The Set Reporting Level window appears.
Figure 9-46 Set Reporting Level Window

3. Clear the checkboxes of the Reporting Levels that you included and click OK.

4. In the relevant log field, type the new setting and click Save .

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Procedure 5: Reset the System

Resetting the Event Spy


After you submit your Open Service Request Procedure, reset the Event Spy to its original onsite
settings.

To reset the Event Spy:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to set up the NICE Events Spy
tool.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.
Figure 9-47 Interfaces Tab

Double-click UseSpy

4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Figure 9-48 Set Parameter Value Window

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Procedure 5: Reset the System

5. From the Value drop-down list, select No and click OK.

NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.

Resetting the Debug Service


After sending the Debug files to NICE Customer Support, return the system to its original
configuration.

To reset the Debug Service to Idle:


1. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to reset the Debug Service.
2. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.
Figure 9-49 Interfaces Tab

Double-click DebugServiceMode

3. Double-click the DebugServiceMode parameter.


The Set Parameter Value window appears.

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Procedure 5: Reset the System

Figure 9-50 Set Parameter Value Window

4. From the Value drop-down list, select Idle and click OK.
5. Restart the Services.
5.1. Click Start > Run. The Run window appears.
5.2. In the Open field, enter services.msc and click OK. The Services window appears.
Figure 9-51 Services Window

5.3. Select and double-click Nice Integration Dispatch Service. The Nice Integration
Dispatch Service Properties window appears.

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Procedure 5: Reset the System

Figure 9-52 Services Window

5.4. In the Service status area, click Start. The Service status changes to Started.
5.5. Click OK.

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Connection Manager Monitor

Connection Manager Monitor


The NICE Connection Manager Monitor tool enables you to view the contents of the Connection
Manager’s tables. It also enables you to verify if:
• Devices are monitored
• Monitored devices are filtered
and
• Displays the loaded CTI links
• Displays connected clients.
Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a
client. It then receives events in addition to monitoring devices, enabling you to conduct simple
tests without running a driver.
This section includes:
• Setting Up the Connection Manager Monitor
• Managing the Connection Manager Monitor

Setting Up the Connection Manager Monitor


To set up the Connection Manager Monitor, follow the procedures below.

To set up Connection Manager Monitor:


1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\Program Files\NICE Systems\CTI). Double-click ConnectionManagerMonitor.exe.
The Connection Manager Monitor window appears.

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Connection Manager Monitor

Figure 9-53 Connection Manager Monitor Window

2. From the Monitor menu, select Connect. The Select Connection Manager window appears.
Figure 9-54 Select Connection Manager Window

Enter the Connection


Manager ID of the NICE
Interactions Center to which
you want to connect

3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK. The Connection Manager Monitor displays the contents of the Connection
Manager tables.

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Connection Manager Monitor

Figure 9-55 Connection Manager Window - Tables

4. From the Client menu of the Connection Manager Monitor window, select Connect. The
Select Connection Manager window appears.
Figure 9-56 Connection Manager Window - Client Menu

Enter the Connection


Manager ID of the NICE
Interactions Center to which
you want to connect

5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK.
After the Connection Manager Monitor establishes connection to the desired Connection
Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become
enabled. The Client connection appears in the Clients area.

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Connection Manager Monitor

Figure 9-57 Connection Manager Monitor - Client Connection in Clients Area

Client
connection

6. From the Client menu, select Monitor. The Monitor Device window appears.
Figure 9-58 Monitor Device Window

6.1. In the Device ID field, enter the Device ID number of the Connection Manager to which
you want to connect.
6.2. In the Switch ID field, enter the Switch ID number.
6.3. From the Device Type drop-down list, select the appropriate device type.
6.4. Click Monitor. The response appears in the Output area.

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Connection Manager Monitor

Figure 9-59 Output Area

IMPORTANT
The Connection Manager Monitor window does not continuously refresh the data displayed in
the window; it only displays the data current at the time you establish the connection. To update
the data displayed in the window, click Update.

7. Click Update. The new Client appears in the Client Device Requests area.
Figure 9-60 Connection Manager Monitor - Client Device Requests Area

New
Client

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Connection Manager Monitor

Managing the Connection Manager Monitor


This section includes the following topics:
• Stopping the Connection Manager Monitor
• Disconnecting the Connection Manager Monitor Client

Stopping the Connection Manager Monitor

This procedure describes how to stop the Connection Manager Monitor when it is functioning as a
client.

To stop the Connection Manager Monitor:


1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The
Stop Monitor Device window appears.
Figure 9-61 Stop Monitor Device Window

2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.
3. Click Stop Monitor. The response appears in the Output area.

Disconnecting the Connection Manager Monitor Client

This procedure describes how to disconnect the Connection Manager Monitor when it is
functioning as a client.

To disconnect the Connection Manager Monitor Client:


• From the Client menu of the Connection Manager Monitor window, select Disconnect.
The Client connection of the Connection Manager no longer appears in the Clients area and in
the Client Device Requests area.

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Log Manager System

Log Manager System


The Log Manager system logs all significant system activity and maintains a log of all data,
enabling you to view the history of all relevant system activity.
The Log Manager system has the following main components:
• CTI Console Viewer
• Log Manager
• Log Manager Services
• Using the Log Viewer

CTI Console Viewer


The CTI Console Viewer enables real-time log tracking of the screens of all integration
components installed on the local machine. This application replaces the Console windows in the
Reporting Level of the integration process, and provides the user with filtering capability.
CTI Console Viewer has a separate window for each integration process. You can view and filter
an event, as well as change the Reporting Level. You cannot do this in the System Administrator.
Files are saved automatically in the Log Manager and can be viewed afterwards in the Log Viewer.
Figure 9-62 CTI Console Viewer

Opening the CTI Console Viewer


Follow the procedure below.

To open the CTI Console viewer:


• Double-click the icon in the system tray.
Figure 9-63 System Tray

Select CTI icon

-or-
• Right-click the icon, and select Open NICE CTI Console Viewer.
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Log Manager System

To open a specific integration process window:


• From the NICE CTI Console Viewer window, select the relevant integration process.
Figure 9-64 NICE CTI Console Viewer

Connection Manager Dispatch CTI Driver Media Provider Controller

A log window opens and the integration modules installed on the local machine are listed.
(This list is updated when you add/remove any integration modules in the NICE System
Administrator.)
Figure 9-65 CTI Log Window

NOTE: These Reporting Levels are only relevant for the CTI Console.

WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Customer Support.

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Log Manager System

Filtering Messages
You can filter messages in any of the following manners:

• Reporting Level: Clear the checkboxes of the Reporting Levels that are irrelevant
(message importance).
• Module name: Clear the checkboxes of any modules that are irrelevant.

• Thread ID: Clear the checkboxes of any Thread IDs that are irrelevant.

Resetting the Filter

To reset the filter:

NOTE: The filter is applied to new messages. It does not affect old messages.

• Click the Reset Filter button.


The filter in Module Name and Thread ID is reset, and all the messages are printed. (The Reset
filter option does not affect the reporting level).
Figure 9-66 Reset Filter

Managing the CTI Console Viewer

To clear the screen of messages:


• Click the Clear Screen button.
All the messages are cleared from the screen.

To open the last log file:


• Click the Open last log file button.
The current log file with Log Viewer opens (see Log Viewer section). You can see log
messages from the specific modules in real-time as they are displayed.

To change console size and color:


1. From the Options menu, select Console size.

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Log Manager System

Figure 9-67 Options Menu

When the log window is filled with the maximum number of messages, the top rows are
automatically deleted.
2. From the Options menu, select Change color.
2.1. Select a background color.
2.2. Select a color for each reporting level.

Log Manager
The Log Manager consists of the:
• Log Manager Services
• Log Viewer

Log Manager Services

The Log Manager’s second module can be found in Services. It consists of two Log Manager
related services:
• Nice Integration Log Retention
• Nice Integration Reporting Level Dumper

WARNING
You should not change any values in the Registry. All changes should be done through the
System Administrator application and only by authorized personnel and in conjunction with
NICE Customer Support.

Using the Log Viewer


The Log Viewer enables you to view the log files and to filter them. You can keep several logs
open at the same time.

Filtering Logs

You can filter the logs according to the following criteria:


• Reporting Level: Clear the Reporting Levels that are irrelevant.
• Date - Time Range: Select the appropriate time range.
• Module name: Clear any modules that are irrelevant.

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• Thread ID: Clear any thread IDs that are irrelevant.


• Message: Type any relevant message.

To filter a log file:


1. In the NICE Interactions Center, navigate to the Tools folder (the default location is
D:\Program Files\NICE Systems\CTI\Tools).
2. Double-click LogViewer.exe. The Log Viewer window appears.
3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.
4. In the Filter area, select the relevant filter options.
Figure 9-68 Log Viewer Window

Click Filter

5. Click Filter.
The filtered logs appear in the Log Viewer window.
6. To save the filtered log file for future reference, from the File menu, select Save as. The Save
as window appears.
7. Name the filtered log file appropriately.

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Searching Logs

The Log Viewer enables you to search for specific text within a specific column or within all
columns. The Log Viewer remembers past searches.

To search for a specific text value:


1. From the Edit menu, select Find. The Find window appears.
Figure 9-69 Find Window

2. Click the In column drop-down list and select the relevant search basis.
3. Click Find next.

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Blank page for double-sided printing.
10
Troubleshooting

This chapter includes CUCM and/or TAPI troubleshooting problem scenarios and solution
procedures for the NICE Interactions Center and the CUCM integration.
It also includes general troubleshooting for NICE Perform.

TIP:
If you need to send a problem to NICE Customer Support, prepare all the necessary information.
See Using NICE Testing and Debug Tools on page 151.

Contents

TAPI Troubleshooting...................................................................................................228

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TAPI Troubleshooting

TAPI Troubleshooting
If you are experiencing problems with your NICE Interactions Center and the CUCM integration,
consult the following troubleshooting problem scenarios and solution procedures:
• A Complete List of Lines does not Appear
• No Lines Appear in TAPIMonitor
• TSP’s STATUS certificate is not Available (Secured Connections Only) on page 232
• Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly on page 233
• Calls via the IVR are not Reported Correctly on page 235
• Group PickUp Scenarios are not Reported Correctly on page 238
• Call Park Scenarios are not Reported Correctly on page 240
• Receiving No Events for a Specific Device on page 242
• Events Are Not Received on page 244
• Extension Mobility Log In/Log Out Problems on page 244

A Complete List of Lines does not Appear


Scenario: After installing and configuring the Cisco TSP, you run TapiMonitor.exe. However, a
complete list of lines does not appear.
Solution: Reboot the computer. The Telephony Service must be synchronized with the CUCM.
For this to happen, the computer must be rebooted.
See Resetting the CTI service on the CUCM cluster.

Resetting the CTI service on the CUCM cluster


Follow this procedure to reset the CTI service on the CUCM cluster.

To reset the CTI service on the CUCM cluster:


1. From the Navigation drop-down list, select Cisco Unified Serviceability and click Go.
Figure 10-1 Navigation Drop-down List

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2. Login to Cisco Unified Serviceability.


3. From the Tools menu, select Control Center - Feature Services.
Figure 10-2 Navigation Drop-down List

4. In the Select Server area, from the Server drop-down list, select the server where the CTI
service is installed.
Figure 10-3 Select Server Area

Click Restart

5. Click Go.
6. In the CM Services area, select Cisco CTIManager and click Restart.

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No Lines Appear in TAPIMonitor


Figure 10-4 TAPIMonitor - No Lines Appear

If no lines appear in the TAPIMonitor, troubleshoot this problem using the scenarios below:
Scenario 1: While you are configuring the TSP client (see Figure 10-5 on page 230), you try to
run the TAPIMonitor. No lines appear in the TAPIMonitor.
Solution: Finish configuring the TSP client and then run TAPIMonitor.
Figure 10-5 Scenario 1

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Scenario 2: If one of the parameters in the TSP client are not configured properly, then no lines
appear in the TAPIMonitor.
Solution: Verify the following parameters:
• user name
• password
• IP address

Scenario 3: If there is a problem of connectivity from the NICE Interactions Center to the CUCM,
then no lines appear in the TAPIMonitor.
Solution: Perform all normal connectivity tests e.g. ping the CUCM, firewall, etc.
Scenario 4: If no devices were configured on the CUCM, then no lines appear in the
TAPIMonitor.
Solution: Verify that all relevant devices are configured on the CUCM in the nicecti user:
• For an Application user, see Step 1 on page 44.
• For an End user, see Step 5 on page 278.

Scenario 5: If the TSP client does not appear under the Phones and Modems Options window,
then no lines appear in the TAPIMonitor.
Solution: You need to add the TSP client.

To add the TSP client:


1. Navigate to Start > Settings > Control Panel > Phone and Modem Options. The Phone
and Modem Options window appears.
2. Click Advanced.

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Figure 10-6 Phone and Modem Options Window - Advanced Tab

3. Click Add.
Figure 10-7 Phone and Modem Options Window - Advanced Tab

4. Select the relevant Cisco TSP client.


5. Click Add. The selected TSP client appears in the Phone and Modem Options window.
6. Click Configure and verify that it is configured properly.

TSP’s STATUS certificate is not Available (Secured Connections Only)


Scenario: If in the Security tab, the TSP’s STATUS certificate is not available.
Solution: Ask the Cisco Site Engineer for a new authorization string. Select Fetch Certificate
and try to fetch the certificate again. Then, reboot. If this doesn’t work, reboot the CTI server.

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Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly
Scenario: Calls via the ACD (Hunt Pilot/Groups) are not reported correctly
Solution: Ensure that all Hunt Pilot/Groups are configured in the devices as ACDs.

To ensure that calls via the ACD are reported properly:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the
Devices tab.
3. Expand Available Devices.
4. Verify that the ACD numbers are in the list.
Figure 10-8 Available Devices Area

5. If the ACD number is missing: Click Add. The Available Device window appears.
Figure 10-9 Available Device Window

5.1. Enter the Device number and select ACD as the Device Type.
5.2. Complete the window and click OK.

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5.3. Click .
6. In System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations > Drivers. Select the relevant TAPI Driver.
7. Click the Interfaces tab.
Figure 10-10 Driver - Interfaces Tab

8. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.
9. Expand Monitor Devices.
Figure 10-11 Driver - Interface Configuration Window

9.1. Verify that the ACD numbers are in the Monitored Devices list.
9.2. If the ACD number is missing: Select the ACD number from the Available Devices list
and move it to the Monitored Devices area.

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10. Click OK.

11. Click .

Calls via the IVR are not Reported Correctly


Scenario: Calls via the IVR are not reported correctly.
Solution: Ensure that all CTI ports are listed in the Controlled Devices list in the Devices
Information area for your user.
Additionally, they should be configured in the Monitor Devices area as IVRs.

To ensure that CTI ports are reported properly:


1. If using an Application User, ensure that all CTI ports are attached to your nicecti user in the
Controlled Devices list in the Devices Information area.
If devices do not appear in the Controlled Devices list, see Step 1 on page 44.
Figure 10-12 Device Information Area

All devices
and CTI ports
that you want
associated
with the user
should display
here

-or-
If using an End User, ensure that all CTI ports are attached to your nicecti user in the
Controlled Devices list in the Devices Information area.
If devices do not appear in the Controlled Devices list, see Step 5 on page 278.
Figure 10-13 Device Information Area

All devices
and CTI ports
that you want
associated
with the user
should display
here

2. Ensure that the CTI ports are configured as IVRs in the Monitor Devices area.
2.1. Verify that you are working in Technician mode: From the Accessories menu, select
System Administrator. From the Settings menu, select Technician Mode.

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2.2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the
Devices tab.
2.3. Expand Available Devices.
2.4. Verify that the relevant IVR numbers (CTI ports) are in the list.
Figure 10-14 Available Devices Area

3. If the IVR number (CTI port) is missing: Click Add. The Available Device window appears.
Figure 10-15 Available Device Window

3.1. Enter the Device number and select IVR as the Device Type.
3.2. Complete the window and click OK.

3.3. Click .
3.4. In System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations > Drivers. Select the relevant TAPI Driver.
3.5. Click the Interfaces tab.

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Figure 10-16 Driver - Interfaces Tab

3.6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.
3.7. Expand Monitor Devices.
Figure 10-17 Driver - Interface Configuration Window

3.7.1. Verify that the IVR numbers are in the Monitored Devices list.
3.7.2. If the IVR number is missing: Select the IVR number from the Available Devices
list and move it to the Monitored Devices area.
3.7.3. Click OK.

3.8. Click .

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Group PickUp Scenarios are not Reported Correctly


Scenario: Group PickUp scenarios are not reported correctly.
Solution: Ensure that all PickUp Group numbers are configured in the Monitor Devices area as
PickUp Groups.

To ensure that all PickUp Group numbers are configured as PickUp Groups:
1. Ensure that the PickUp Group numbers are configured as PickUp Groups in the Monitor
Devices area.
1.1. Verify that you are working in Technician mode: From the Accessories menu, select
System Administrator. From the Settings menu, select Technician Mode.
1.2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the
Devices tab.
1.3. Expand Available Devices.
1.4. Verify that the relevant PickUp Group numbers are in the list.
Figure 10-18 Available Devices Area

2. If the PickUp Group is missing: Click Add. The Available Device window appears.

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Figure 10-19 Available Device Window

2.1. Enter the Device number and select PickUp Group as the Device Type.
2.2. Complete the window and click OK.

2.3. Click .
2.4. In System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations > Drivers. Select the relevant TAPI Driver.
2.5. Click the Interfaces tab.
Figure 10-20 Driver - Interfaces Tab

2.6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.

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2.7. Expand Monitor Devices.


Figure 10-21 Driver - Interface Configuration Window

2.7.1. Verify that the PickUp Group numbers are in the Monitored Devices list.
2.7.2. If the PickUp Group number is missing: Select the PickUp Group number from the
Available Devices list and move it to the Monitored Devices area.
2.7.3. Click OK.

2.8. Click .

Call Park Scenarios are not Reported Correctly


Scenario: Call Park scenarios are not reported correctly.
Solution: Ensure that the Call Park numbers are attached to your nicecti user.

To ensure that all Call Park numbers are attached to the nicecti user:
• If using an Application User, ensure that all Call Park numbers are attached to your nicecti
user appear in the Permissions Information area.

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Figure 10-22 Permissions Information Area

Call Park Monitoring


must appear here

If the Call Park numbers do not appear in the Permissions Information area, see Step 3
on page 42.
-or-
• If using an End User, ensure that all Call Park numbers are attached to your nicecti user
appear in the Permissions Information area.
Figure 10-23 Permissions Information Area

Call Park Monitoring


must appear here

If the Call Park numbers do not appear in the Permissions Information area, see
Associating User Groups with the End User on page 280.

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Receiving No Events for a Specific Device


If you have performed all the required configuration for the Application User and you still receive
no events for a specific device, follow the procedure below.

To enable control of device from CTI:


1. From the Device menu, select Phone.
Figure 10-24 Device Menu

The Find and List Phones window appears.


Figure 10-25 Find and List Phones Window

2. In the Find Phone where area, enter the information for the phone/s that you want to record.
3. Click Find. The Find and List Phones window appears.
The Phone Configuration window appears.

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Figure 10-26 Phone Configuration Window

4. In the Device Information area, click the Built In Bridge drop-down arrow and select On.
Figure 10-27 Allow Control of Device from CTI

5. Select Allow Control of Device from CTI .


6. Click Save.

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Events Are Not Received


If your site is experiencing problems when receiving events, verify that the nicecti user is
configured as an Application User and not as an End User.
For more information, see Defining a Cisco Application User (nicecti user) on page 41.

Extension Mobility Log In/Log Out Problems


If your site is experiencing extension mobility login/logout problems, verify that the nicecti user
is configured as an Application User and not as an End User.
For more information, see Defining a Cisco Application User (nicecti user) on page 41.

SIP Log Troubleshooting


From Release 3.1 Update Pack 4, the SIP Log can be found in:
D:\Program Files\NICE Systems\CTI\Log.
It is updated every few hours.

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A
Additional Parameters

CTI Interface Parameters .............................................................................................246


TAPI CTI Interface - Interface Connection Details Parameters................................246
TAPI CTI Interface - Additional Switch Parameters .................................................249
Connection Manager Parameters................................................................................252
Connection Manager - Additional Parameters .........................................................252
Configure Connection Manager - Interface Parameters ..........................................255
Driver Parameters.........................................................................................................259
Additional Driver Parameters ...................................................................................259
CTI Analysis Parameters .........................................................................................264
Additional Driver Switch Parameters........................................................................266

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CTI Interface Parameters


You configure switch parameters for the CTI Interface when you:
• Define a CTI Interface, see Configuring a New CTI Connection on page 82.
• Configure CTI integration components separately by means of the New CTI Interface wizard
(see Configuring Individual Components on page 109).
• Want to edit an existing CTI Interface parameters, see TAPI CTI Interface - Interface
Connection Details Parameters.

The following predefined parameters appear for the CTI Interface:


• TAPI CTI Interface - Interface Connection Details Parameters
• TAPI CTI Interface - Additional Switch Parameters on page 249

TAPI CTI Interface - Interface Connection Details Parameters


WARNING
Changing parameters may have severe effects on your system. Therefore changing the CTI
Interface Additional Parameters, or creating new ones, should be done only by authorized
personnel and with authorization by NICE Customer Support.

Parameters for configuring the CTI Interface are located in the Interface Connection Details of
the Set New CTI Connection wizard, see Defining a CTI Connection on page 82.

To set the Interface Connection Details parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-1 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant TAPI CTI Interface.
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The General tab of the selected CTI Interface appears.


Figure A-2 CTI Interface - General Tab

5. Click the Connection tab and expand Interface Connection Details.


Figure A-3 Interface Connection Details Area

In the Interface Connection Details area, set the parameters listed in the table below.
Parameter Name Description Default Value
CUCM Version The version of Cisco Unified
Communications Manager that the link is
working with.

6. Double-click the CUCM Version parameter. The Switch Connection Parameter window
appears.

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Figure A-4 Switch Connection Parameter Window

7. From the Value drop-down list, select CUCM 6.0 and above.
8. Click OK.

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TAPI CTI Interface - Additional Switch Parameters


Additional Parameters for configuring the CTI Interface are located in the Additional Switch
Parameters window of the Set New CTI Connection wizard, see Defining a CTI Connection -
Step 9 on page 86.
The following predefined additional parameters appear for the TAPI and CUCM switch.

IMPORTANT
This configuration is needed if your site supports AXL. It enables you to import devices from the
switch.

To set the additional switch parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-5 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant TAPI CTI Interface.
The General tab of the selected CTI Interface appears.

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Figure A-6 CTI Interface - General Tab

5. Click the Connection tab and expand the Additional Switch Parameters area.
Figure A-7 Additional Switch Parameters Area

6. In the Additional Switch Parameters area, set the parameters listed in the table below.

Parameter Name Description Default Value

AxlIpAddress Indicates the IP address of the Axl server. X.X.X.X.

AxlPortId Indicates the Port ID of the Axl server. *

AxlUserId Indicates the User ID of the Axl server. **

AxlPassword Indicates the Password of the Axl server. **

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Parameter Name Description (Continued) Default Value

AxlSecured Indicates whether the connection to the Axl Communications


server is secure. Manager 5 =
True
Call Manager
prior to 5 =
False

* If this is a secure connection, the port number is usually either 443 or 8443. If it is a
non-secure connection, the port number is 80.
** Contact the Cisco Site Engineer for this information, see Defining an AXL - Application
User on page 50.

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Connection Manager Parameters


You can add or edit the following parameters for the Connection Manager:
• Connection Manager - Additional Parameters
• Configure Connection Manager - Interface Parameters on page 255

Connection Manager - Additional Parameters


WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Connection Manager Additional Parameters, or creating new ones, should be done only by
authorized personnel and with authorization by NICE Customer Support.

Additional Parameters for configuring the Connection Manager are located in the Connection
Manager definition on the General tab.

To define the Connection Manager Additional Parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-8 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant TAPI Connection Manager.

NOTE: Do NOT select the Cisco IP-Phone Active VoIP Connection Manager.
Hold the mouse over the Connection Manager’s name to see the tooltip with the full
name. The Active VoIP Connection Manager is called ConnMngrActVoIP1.

The General tab of the selected Connection Manager appears.

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Figure A-9 Connection Manager - General Tab

5. Click the Connection tab and expand Additional Parameters.


Figure A-10 Connection Manager - General Tab - Additional Parameters

The following predefined Additional Parameters appear.

Default
Parameter Name Description
Value

MaxClientDeviceRequests Defines the maximum number of device 10000


requests Connection Manager can
handle.

MaxClientRequests Defines the maximum number of client 10000


requests Connection Manager can
handle.

MaxClients Defines the maximum number of clients 100


that can be attached to Connection
Manager.

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Default
Parameter Name Description (Continued)
Value

MaxMonitoredDevices Defines the maximum number of 10000


monitored devices up to which the
Connection Manager can handle. For
example, if the value is 1000 the
Connection Manager can handle 999
monitored devices.

MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI 10


links Connection Manager can handle.

6. Configure the parameter:


6.1. Double-click the row of the relevant parameter. The CM Additional Parameter window
appears.
Figure A-11 CM Additional Parameter Window

6.2. In the Value field, enter the desired value and click OK.
6.3. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.

NOTE: You can also create and add additional parameters by clicking Add.

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Configure Connection Manager - Interface Parameters


Connection Manager - Interface Parameters for configuring the Connection Manager are located in
the Connection Manager definition on the Interfaces tab.

WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Connection Manager - Interface Parameters, or creating new ones, should be done only by
authorized personnel and with authorization by NICE Customer Support.

To define the Connection Manager Additional Parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-12 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant TAPI Connection Manager.

NOTE: Do NOT select the Cisco IP-Phone Active VoIP Connection Manager.
Hold the mouse over the Connection Manager’s name to see the tooltip with the full
name. The Active VoIP Connection Manager is called ConnMngrActVoIP1.

The General tab of the selected Connection Manager appears.

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Figure A-13 Connection Manager - General Tab

5. Click the Interfaces tab.


6. In the Attached Interfaces list, select the relevant CTI Interface. The Configure
Connection Manager - Interface Parameters area displays.
Figure A-14 Configure Connection Manager - Interface Parameters Area

The following predefined additional parameters appear.

Default
Parameter Name Description
Value

DllName The name of the DLL that contains the Read-only


CTI Link translator. This DLL is
dynamically installed when you define a
new Connection Manager.

LineMessageSleep The sleep interval for debug service.

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Default
Parameter Name Description (Continued)
Value

RatioErrorOn Monitor The percent of devices that received an 51


error on the monitor. Exceeding this
number will be considered as a failure
and will cause to link restart.

KeepAliveInterval Defines the Keep Alive Interval time. The 30


value is defined in seconds.

UseSpy* Defines if the Connection Manager No


reports link events to the NICE Events
Spy tool.*

SpyMailSlotName Defines the name of the mailslot between


the Connection Manager and the NICE
Events Spy tool.
IMPORTANT: Define this parameter only if
you defined Yes for the UseSpy
parameter.

UseSimCTILink** Defines if the Connection Manager uses No


the SimCTILink tool to read events.**

SimMailSlotName Defines the name of the SIM mailslot No


between the Connection Manager and
the Spy tool.
IMPORTANT: Define this parameter only if
you defined Yes for the UseSimCTILink
parameter.

DebugServiceMode Defines the debugging service mode. IDLE


1. Use IDLE in normal working mode.
2. Use RECORD for recording.

* For details, see Setting Up the Events Spy on page 171.


** For details, see Connection Manager Monitor on page 214.
7. Configure the parameter:
7.1. Double-click the row of the relevant parameter. The CM Additional Parameter window
appears.

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Figure A-15 CM Additional Parameter Window

7.2. In the Value field, enter the desired value and click OK.
7.3. Repeat Steps 7.1-7.2 for any additional parameters that need to be configured.

NOTE: You can also create and add additional parameters by clicking Add.

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Driver Parameters
You can add or edit the following parameters for the Driver. Select the relevant Driver parameters:
• Additional Driver Parameters
• CTI Analysis Parameters on page 264
• Additional Driver Switch Parameters on page 266

Additional Driver Parameters


Additional parameters for configuring the Driver are located in the Driver’s General Information
tab. If you need to edit these parameters, follow the procedure below.

WARNING
Changing parameters may have severe effects on your system. Therefore, changing the Driver
Additional Parameters, or creating new ones, should be done only by authorized personnel and
with authorization by NICE Customer Support.

To define/edit the Additional Driver Parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-16 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant Cisco TAPI Driver.
The General tab of the selected Driver appears.

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Figure A-17 Driver - General Tab

5. Expand Additional Driver Parameters.


Figure A-18 Additional Driver Parameters Area

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The following predefined Additional Driver Parameters appear.

Default
Parameter Name Description
Value

InteractionRouterMode Router Mode – Only when more Router


than one Interactions Center is
attached to the Driver, this mode is
active (has no affect in a single
Interactions Center environment, or
when only one Interactions Center is
attached to the Driver). In this mode,
the Driver routes interactions to the
Interactions Center where the
interactions are mapped for
recording. This means that the
interactions media sources are
mapped in the Interactions Center
Channel Mapping plug-in. If the
interaction is not mapped for
recording on any Interactions Center,
then the interaction will pass
randomly to one of the attached
Interactions Centers.
Filter Mode – When this mode is
set, the Driver only routes
interactions that are mapped for
recording. Interactions that are not
mapped for recording, are not sent to
the Interactions Center. In Filter
mode, only one Interactions Center
can be attached to the Driver.
IMPORTANT:
• Filter mode is not supported in a
CDR environment.
• In both modes, interactions are
not routed according to their
screen mapping (the interactions
are routed only according to their
CTI voice media source
participants).

MaxCapiCommandRetries Defines the number of times the 4


driver attempts to send a command
to the CAPI following a failure.

MaxNumberOfCalls Defines the maximum number of 5000


calls in the concurrent calls buffer.

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Default
Parameter Name Description (Continued)
Value

CAPISpyServerPort Defines the port to which the CAPI 7002


spy application connects.

CAPISpyMessageQueueSize Size of the message queue in the 50


CAPI Spy server.

NotifyFailoverOnAllCLSFailure Trigger for failover notification in No


Only multi CLS environment. If set to yes,
failover will be notified only if
connection to all CLSs is down,
otherwise, connection failure to each
CLS will cause failover notification.

DelayBetweenStartFailed Defines the amount of time before 30


LinksInSeconds the driver reconnects to the CTI link
following a failure. The value is
defined in seconds.

MaxCallDurationSec Defines the maximum time the driver 18,000


allows a call to last until it is
automatically disconnected. The
value is defined in seconds.

UseCTIAnalysis Defines if CTIA is in use in the driver. No

CallTableHost Host name of the Call Table. localhost

CallTablePort Port number of the Call Table. 7272

AlwaysConnecttoLocalCLS Defines if the driver always connects No


to the NICE Interactions Center on
the local machine regardless of the
NICE Interactions Center’s real
address.
Useful when working with CLS as a
cluster.

6. Configure the parameter:


6.1. Double-click the row of the relevant parameter. The Driver Additional Parameter window
appears.

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Figure A-19 Driver Additional Parameter Window

6.2. In the Value field, enter the desired value and click OK.
6.3. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.

NOTE: You can also create and add additional parameters by clicking Add.

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Driver Parameters

CTI Analysis Parameters


CTI Analysis parameters are located in the Driver’s General Information tab. If you need to edit
these parameters, follow the procedure below.

WARNING
Changing parameters may have severe effects on your system. Therefore changing the Driver
CTI Analysis Parameters, or creating new ones, should be done only by authorized personnel
and with authorization by NICE Customer Support.

To set CTI Analysis Parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-20 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant Cisco TAPI Driver.
The General tab of the selected Driver appears.
Figure A-21 Driver - General Tab

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Driver Parameters

5. Expand CtiAnalysis Parameters.


6. Select Check the box if using CTIAnalysis.
Figure A-22 CtiAnalysis Parameters Area

The following predefined CTI Analysis parameters appear.

Default
Parameter Name Description
Value

HostName Host name for the Analyzer server. localhost

Port Port for the Analyzer server. 4003

NumberOfCompoundsToBulk Defines the number of compounds to 50


bulk insert on each set.

TimeOutToPerformBulkInsert Defines the number of milliseconds 600000


as timeout to perform bulk insert.

SQLTimeoutForBulkInsert Defines the number of seconds as 60


SQL timeout for bulk insert.

7. Configure the parameter:


7.1. Double-click the row of the relevant parameter. The Driver CTIA Parameter window
appears.

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Driver Parameters

Figure A-23 Driver CTIA Parameter Window

7.2. In the Value field, enter the desired value and click OK.
7.3. Repeat Steps 7.1-7.2 for any additional parameters that need to be configured.

NOTE: You can also create and add additional parameters by clicking Add.

Additional Driver Switch Parameters


Additional Parameters for configuring the Driver interface are accessed through the Driver’s
Interfaces tab. If you need to edit these parameters, follow the procedure below.

WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Additional Driver Switch Parameters, or creating new ones, should be done only by
authorized personnel and with authorization by NICE Customer Support.

To define/edit Additional Driver Switch Parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-24 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant Cisco TAPI Driver.
The General tab of the selected Driver appears.
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Driver Parameters

Figure A-25 Driver - General Tab

5. Click the Interfaces tab.


Figure A-26 Driver - Interfaces Tab

6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.

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Driver Parameters

Figure A-27 Driver - Interface Configuration Window

7. Expand Additional Driver Switch Parameters.


Figure A-28 Additional Driver Switch Parameters Area

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Driver Parameters

The following predefined additional parameters appear.

Default
Parameter Name Description
Value

EnableFlushCalls Defines if the driver flushes open Yes


calls when initializing connection.

SaveOriginalMapDevice Defines if the driver reports to the No


source device.

AgentActivityMode Determines agent activity Standard


treatment for current interface.
Standard - Driver handles all the
events including agent activity.
AgentActivityOnly - Driver
handles only agent activity events
(Login-Logout) and ignores all
other events.
IgnoreAgentActivity - Driver
handles all the events except
agent activity events.
Note: This parameter is NOT used
in the CUCCE integration.

TimeOut Defines the response time for a 3000


request. The value is defined in
milliseconds.

MilliDelayBetweenCTIRequests Defines the waiting time between 100


CTI requests. The value is defined
in milliseconds.

CTIRequestRetries Defines the number of times the 2


CTI tries to request events for
Query and Monitor devices.

MilliDelayBetweenGetLink Defines the waiting time between 5000


StatusRequests “Get Link Status” requests. The
value is defined in milliseconds.

GetLinkStatusRetries Defines the number of times “Get 4


Link Status” requests can be
made.

FailedMonitoredThread Defines the waiting time before 10


MinutesDelay reactivating a thread to monitor
devices that the link had
previously failed to monitor. The
value is defined in minutes.

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Driver Parameters

Default
Parameter Name Description (Continued)
Value

BackedUpInterfaceID Interface ID of CTI Link this 0


specific link is backing up. 0 - if
none

8. Configure the parameter:


8.1. Double-click the row of the relevant parameter. The Driver Additional Parameter window
appears.
Figure A-29 Driver Additional Parameter Window

8.2. In the Value field, enter the desired value and click OK.
9. Repeat Steps 8.1-8.2 for any additional parameters that need to be configured.

NOTE: You can also create and add additional parameters by clicking Add.

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Media Provider Controller Parameters

Media Provider Controller Parameters


Additional Parameters for configuring the Driver interface are accessed through the Driver’s
Interfaces tab. If you need to edit these parameters, follow the procedure below.

WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Additional Driver Switch Parameters, or creating new ones, should be done only by
authorized personnel and with authorization by NICE Customer Support.

To define/edit Additional Driver Switch Parameters:


1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations. The Summary tab appears.
Figure A-30 Summary Tab

3. Expand the TAPI integration.


4. Double-click the relevant Cisco Media Provider Controller.
The General tab of the selected Media Provider Controller appears.
Figure A-31 Media Provider Controller - General Tab

5. Expand Additional Media Provider Controller Parameters.


Figure A-32 Additional Media Provider Controller Parameters

The following predefined additional parameters appear.

Default
Parameter Name Description
Value

RegisterResponseTimeOut Not relevant for Cisco IP-Phone -


based recording.

DelayBetweenChannelStart Not relevant for Cisco IP-Phone -


Recover based recording.

DelayBetweenChannelConfigure Not relevant for Cisco IP-Phone -


Recover based recording.

NumOfCMConnectRetries Not relevant for Cisco IP-Phone -


based recording.

DelayBetweenCMConnect Not relevant for Cisco IP-Phone -


Requests based recording.

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Media Provider Controller Parameters

Default
Parameter Name Description (Continued)
Value

SIPStackMaxNumberOf Defines the maximum number of 3000


Transactions transactions that can be created in
the SIP stack.
Note: Set to 10,000.

SIPStackMaxNumberOf Defines the maximum number of 3000


LegCalls call legs (sessions) that can be
created in the SIP stack.
Note: Set to 10,000.

SipStackUdpPort Defines the UDP port of the SIP 5060


stack.

SipStackTcpPort Defines the TCP port of the SIP 5060


stack.

SipStackRetransmissionT1 Defines the retransmission T1 500


parameter of the SIP stack (in
miliseconds).

SipStackRetransmissionT2 Defines the retransmission T2 4000


parameter of the SIP stack (in
miliseconds).

SipStackRetransmissionT4 Defines the retransmission T4 5000


parameter of the SIP stack (in
miliseconds).

SipStackNumberOfThreads Defines the number of processing 10


threads in SIP stack.

SipStackLogEnabled Enables SIP Stack logging in full False


mode.

IsXRefAlgorithmIsEnabled Set this parameter to true if a False


x-RefCi (CUCM CallId) algorithm
is needed. The algorithm is
needed in case the get x-RefCi
does not retrieve the correct value.

SessionTimerIsEnabled Defines the number of times Get True


Link Status requests can be
made.

SessionTimerMinSE Defines the waiting time before 90


reactivating a thread to monitor
devices that the link had
previously failed to monitor. The
value is defined in minutes.

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Media Provider Controller Parameters

Default
Parameter Name Description (Continued)
Value

SessionTimerSessionExpires Defines the Interface ID of CTI 0


Link this specific link is backing up.
0 - if none

MemoryNumberOfPages Defines the number of memory 300


pages to create in SIP stack.

MemoryPageSize Defines the memory page size 1024


used by SIP stack.

FLMPort Defines the Forwarding Location 5060


Manager port for SIP messages.

FlmUriAddress Defines URI address of the


Forwarding Location Manager,
The URI can be IP address or
Host Name.

FlmUseTcpForCreatingSession Defines the use of TCP transport No


protocol for initiating new MPCM
(FLM) session.

RedundancyInterval Defines the interval between one 2000


secondary keep alive request to
the next one.

RedundancyServiceUri Defines the URI address of the


Primary/Secondary VRSP (FSP)
(primary only uses port number
and secondary is using all URI).
The URI should be in the format
of:
http://HOSTNAME:port/Keep
Alive

RedundancyControllerLinkType Defines the VRSP (FSP) controller None


type. Can be primary, secondary
or none according to VRSP (FSP)
rule.

PlayTone Defines the type of play tone that eNoLocalOr


will be used when recording. Remote

StopMonitorAfterRecord Determines whether to close the True


line after recording it.

Timeout Defines the timeout for getting 6000


answer from the Connection
Manager.

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Media Provider Controller Parameters

6. Configure the parameter:


6.1. Double-click the row of the relevant parameter. The Observer (Media Provider
Controller) Additional Parameter window appears.
Figure A-33 Observer (Media Provider Controller) Additional Parameter Window

6.2. In the Value field, enter the desired value and click OK.
7. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.

NOTE: You can also create and add additional parameters by clicking Add.

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B
Configuring the CISCO Unified
Communications Manager

Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform
Release 3.1, you need to prepare the CUCM environment.
If you are configuring:
• CUCM 6.0 for a new installation, see Configuring the CISCO Unified Communications
Manager on page 39.
• CUCM 6.X for an End User, continue with the current chapter.
• CUCM 5.X, continue with Configuring CUCM 5.X on page 285.

IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!

Contents

Preparing the CUCM Environment..............................................................................276


Defining an End User (nicecti User)............................................................................277
Associating User Groups with the End User ............................................................280

Defining the Secured Configuration - CapF Profile ..................................................282


Viewing the End User Profile ...................................................................................284

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Preparing the CUCM Environment

Preparing the CUCM Environment


Before you integrate Cisco TAPI and NICE Perform Release 3.1, you need to prepare the CUCM
environment as follows:
• Configure a standard (non-secure) or secure environment, see below.

IMPORTANT
If your switch supports AXL, configure AXL on the CUCM to simplify channel mapping, see
Defining an AXL - Application User on page 50.

Your configuration of the switch depends on whether your site requires a standard (non-secure)
configuration or a secured configuration.

Standard Configuration Secured Configuration

1. Defining an End User (nicecti User) 1. Defining an End User (nicecti User)
on page 277 on page 277

2. Associating User Groups with the 2. Associating User Groups with the End
End User on page 280 User on page 280
3. Viewing the End User Profile 3. Defining the Secured Configuration -
on page 284 CapF Profile on page 282
4. Viewing the End User Profile
on page 284

IMPORTANT
If you are using CUCM version 5.x, see Configuring CUCM 5.X on page 285.
If you are using previous versions of CUCM, consult your Cisco Site Engineer.

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Defining an End User (nicecti User)

Defining an End User (nicecti User)

IMPORTANT
The recommended method of creating a nicecti user is via the Application User, see Preparing
the CUCM Environment on page 276. If for site configuration reasons this is not possible,
follow the procedure below.
Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI
Manager requires its own TAPI user (nicecti user).

You now define a new End User for the CUCM. This user will be used to communicate between
the CUCM and TSP Client on the NICE Interactions Center.
NOTE: In NICE Perform, the End User that you configure here is referred to as the
nicecti user.
The new End User can be used for either secure or non-secure connections.

To define a new End User:


1. Log in to the CUCM Administration application.

IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!

2. From the User Management menu, select End User.


Figure B-1 Choosing End User

The Find and List Users window appears.

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Defining an End User (nicecti User)

Figure B-2 Find and List Users Window - Add New

Click Add New

3. Click Add New. The End User Configuration window appears.


4. In the User Information area, complete the following fields:
Figure B-3 End User Configuration - User Information Area

4.1. In the User ID field, enter nicecti.


4.2. in the Password field, enter your password.
4.3. In the PIN field, enter any number that Cisco requires. This number is not relevant to our
installation.
4.4. In the Confirm PIN field, enter the PIN number again to confirm it.
4.5. In the Last name field, enter nicecti.
5. All devices, that you want to record, have to be defined here as monitored devices. The
monitored devices must be associated with this new user. Perform the following steps:
5.1. Scroll down to the Device Associations area and click Device Association.

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Defining an End User (nicecti User)

Figure B-4 Device Associations Area

Click Device
Association

A new Search Options window appears.


5.2. In the Search Options area, search for the telephones and CTI ports that need to be
monitored. Click Find. The User Device Association window appears.
Figure B-5 User Device Association window - Search Options Area

Legend
CTI Port
Route Point
Device model +
number of model

Select the
CTI ports
you want
associated
with the
user

Select the
devices
you want
associated
with the
user

6. Select the relevant devices.


7. Click Save Selected/Changes.
8. In the Extension Mobility area, ensure that the Allow Control of Device from CTI
checkbox is selected, see below. For information regarding setting up Extension Mobility on
the NICE side, see Extension Mobility Guidelines on page 79.

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Defining an End User (nicecti User)

Figure B-6 Extension Mobility Area

Verify that the


Allow Control of
Device from CTI
checkbox is
selected

9. Click Save.
A new End User is created. The new user’s information appears in the End User Configuration
window.
10. Continue with Associating User Groups with the End User.

Associating User Groups with the End User


User Groups have roles associated with them. A user group can have more than one role associated
with it. An End User who is attached to a specific user group, is automatically associated with the
roles that are attached to that user group, i.e. User Group A includes Roles 1 and 2. If
User Group A is associated with an End User, the End User automatically receives Roles 1 and 2.

To associate the User Group with the End User:


1. In the End User Configuration window, scroll down to the Permissions Information area.
Figure B-7 Permissions Area

2. Click Add to User Group. The Find and List User Groups window appears.
Figure B-8 Permissions Area

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Defining an End User (nicecti User)

3. Click Find.
Figure B-9 Find and List User Groups

Select the groups


that you want to
associate with
the End User

Click Add Selected

4. Select the groups that you need to associate with the End User. The following groups need to
be associated:
• Standard CTI Allow Call Monitoring
• Standard CTI Allow Call Park Monitoring
NOTE: Only select Standard CTI Allow Call Park Monitoring when you need to
monitor Call Parks.

• Standard CTI Allow Call Recording


• Standard CTI Enabled (for both secured and non-secured connection configurations)
• Standard CTI Secure Connection (only for secured connection configurations)

NOTE: Verify that you include each of the relevant groups.

5. Click Add Selected. The window closes.


6. In the Permissions Information area, verify that all the groups and roles appear.
7. Continue with Defining the Secured Configuration - CapF Profile on page 282.

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Defining an End User (nicecti User)

Defining the Secured Configuration - CapF Profile


You add the CapF Profile when you require a secure connection. This procedure describes how to
create and attach a new CapF profile.

NOTE: You do NOT add the CapF profile for a non-secure connection!

To create and attach a new CapF profile:


1. From the User Management menu, select End User CAPF Profile.
Figure B-10 Choosing End User CAPF Profile

2. Click Add new. The End User CAPF Profile Configuration window appears.
Figure B-11 End User CAPF Profile Configuration Window

3. In the End User CAPF Profile Information area, click the End User Id drop-down list and
select the same user you added in Associating User Groups with the End User
on page 280. This is the user name of the CTI user.
4. Type the Instance Id. This can be numbers, alphanumeric and/or a mixture.

NOTE: The End User Id, Instance Id and Authentication String are very important.
They should be saved by the NICE technician on-site for future reference.

5. In the Certification Authority Proxy Function (CAPF) Information area, click the
Certificate Operation drop-down list and select Install/Upgrade. See Figure B-12.

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Defining an End User (nicecti User)

Figure B-12 Certification Authority Proxy Function (CAPF) Information Area

6. To generate the authentication string that enables a secure channel between the CUCM and
TSP, in the Certification Authority Proxy Function (CAPF) Information area, click
Generate String. The Authentication String is generated. See Figure B-12.

NOTE: The Authentication String is very important. It should be saved by the NICE
technician on-site for future reference.

7. Click Save.
A new CapF profile is created and attached to the end user.
8. Continue with Viewing the End User Profile on page 284.

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Defining an End User (nicecti User)

Viewing the End User Profile


Once you have completed the procedures - Defining an End User (nicecti User) on page 277 and
Associating User Groups with the End User on page 280, you can view the End User profile.

To view the end user profile:


1. From the User Management menu, select End User. The Find and List Users window
appears.
2. Select the relevant end user from the Find and List Users list. The selected End User’s
profile appears.
3. Scroll down to the Permissions Information area.
4. Check the roles listed in the Permissions Information area to ensure that all relevant roles
are associated with each user group.
Figure B-13 Permissions Information Area - Secured

If you need it,


ensure that
Standard CTI
Allow Call
Park
Monitoring is
one of the
groups.

Figure B-14 Permissions Information Area - Non-Secured

If you need
it, ensure
that
Standard
CTI Allow
Call Park
Monitoring
is one of
the groups.

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C
Configuring CUCM 5.X

Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform
Release 3.1, you need to prepare the CUCM environment.
You should only use this chapter if you are configuring for CUCM 5.X.

Contents

Switch Configuration: Devices....................................................................................286


Switch Configuration CCM 5.X Secured.....................................................................291
TSP Client Installation and Configuration..................................................................293

Appendix C: Configuring CUCM 5.X 285

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Switch Configuration: Devices

Switch Configuration: Devices


This procedure describes how to perform switch configuration for switch devices.

To configure a device:
1. From the menu, select Devices.
The Devices window appears.
2. In the Search Options area, mark the relevant search criteria and click Find.
The search results appear in the Search Results area.
3. From the search results, select the device to configure.
Figure C-1 Search Results

The device is displayed.


4. In the Protocol Specific Information area, in the SCCP Phone Security Profile field,
select Encrypted SCCP Profile auth by null String.
Figure C-2 Protocol Specific Information

NOTE:
The Protocol Specific Information must be configured to enable phone authentication
when registering in the CCM.
The Certification Authority Proxy must be configured for the device to support SRTP
communication.

5. In the Certification Authority Proxy Function (CAPF) Information area:


5.1. In the Certificate Operation field, select Install/Upgrade.
5.2. Set the Operations Complete By field value to the date for the following day.

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Switch Configuration: Devices

Figure C-3 Certification Authority Proxy Function (CAPF) Information

6. Reset the device.


The device is configured.

Switch Configuration: End User


After configuring the devices, a new End User must be created in the switch. This procedure
describes how to configure a new nicecti End User.

To create a new End User:


1. From the Administration menu, create a new End User (nicecti).
Figure C-4 End User Configuration

This user will be associated with User Groups and, when a secure connection is required, with
a CapF profile which allow secure TSP – CCM connection and information authentication,
see Switch Configuration: User Groups and Switch Configuration: CapF Profile.
2. To enable monitoring, the devices must be associated to the user. In the Device Associations
area, click Device Association.

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Switch Configuration: Devices

Figure C-5 Device Associations

A new End User is created.


This user will be used to communicate between the CCM and TSP client on the CLS.

Switch Configuration: User Groups


To enable the End User to receive packet authentication details and RTP events, the user must be
associated with certain User Groups and with a CAPF profile.
Roles, which are associated to User Groups, are derived from the User Groups associated to the
End User and are automatically attached to the user (i.e. User Group A includes Roles 1 and 2. If
User Group A is associated to an End User, the End User automatically receive Roles 1 and 2).
This procedure describes how to assign Roles to a User Group and then to associate the User
Group with the End User.

To assign Roles to a User Group and to associate the User Group with the End User:
1. Assign Roles to a User Group by selecting the User Group and then selecting the Roles from
the List of Roles (a list of predefined Roles exists when the CCM is installed).
Figure C-6 Assigning Roles

2. Associate the following groups (default in the CCM) with the nicecti End User you created,
see Switch Configuration: End User on page 287:

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Switch Configuration: Devices

• CTI With Encryption


Figure C-7 CTI With Encryption

• Standard CTI Secure Connection


Figure C-8 Standard CTI Secure Connection

• Standard CTI Enabled


Figure C-9 Standard CTI Enabled

Roles were assigned to the required User Groups and the required User Groups are associated
with the End User.

Appendix C: Configuring CUCM 5.X 289

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Switch Configuration: Devices

Defining the Secured Configuration - CapF Profile


You add the CapF Profile when you require a secure connection. This procedure describes how
to create and attach a new CapF profile.

NOTE: You do NOT add the CapF profile for a non-secure connection!

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Switch Configuration CCM 5.X Secured

Switch Configuration CCM 5.X Secured


Before configuring the switch to support SRTP:
• Make sure that a standard (non-secure) connection of the nicecti user can be established.
• Make sure that the Device MAC Address is entered for each device in the device
administration in the CCM software.

NOTE: In previous CCM versions, there was no need to enter the MAC address of each
device. As part of the security enhancements by Cisco, this is now an essential step for ALL
devices.

When the switch configuration is done, a Padlock icon appears on the IP phone device,
notifying that a secure session is taking place.

Switch Configuration: CapF Profile


This procedure describes how to create and attach a new CapF profile.

To create and attach a new CapF profile:


1. Create a new CapF profile and attach the End User to it.
2. To generate the authentication string that enables a secure channel between the CCM and TSP,
in the Certification Authority Proxy Function (CAPF) Information area, click Generate
String.
Figure C-10 Generate String

A new CapF profile was created and is attached to the End User.

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Switch Configuration CCM 5.X Secured

Switch Configuration: End User Summary


Once you have completed the following:
• Switch Configuration: Devices
• Switch Configuration: End User
• Switch Configuration: User Groups
• Switch Configuration: CapF Profile
the nicecti End User profile can be viewed.
Figure C-11 End User Profile

Appendix C: Configuring CUCM 5.X 292

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TSP Client Installation and Configuration

TSP Client Installation and Configuration


Installation and configuration of the Cisco TSP is comprised of the following procedures:
• Downloading the TSP Client
• Installing the TSP Client: During the installation procedure, you are prompted to define how
many TSPs to install. Install the same number of TSPs as the number of unique TAPI users
previously defined.
• Configuring the TSP Client: For each TSP, define one TAPI User and the IP address of the
CallManager. This configuration is done via the Phone and Modem Options.
• : After you install and configure the Cisco TSP, verify that the Cisco TSP is working properly.

TIP: Download and install the Cisco TSP software either directly from the Cisco CallManager
CD-ROM or from Cisco CallManager Administration.

Downloading the TSP Client


This procedure describes how to download the TSP Client.

To download the TSP Client:


1. If you have access to the Cisco CallManager CD-ROM:
1.1. Insert the CD-ROM into the NiceCLS Server.
1.2. Double-click the Installs folder and double-click CiscoTSP.exe.
-or-
2. If you do not have access to the Cisco CallManager CD-ROM, download the Cisco TSP as
follows:
2.1. Log in to the Cisco Call Manager Services Administration application.
Figure C-12 Cisco Call Manager Services Administration Application

2.2. From the Application menu, select Install Plugins.


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2.3. Download the Cisco Telephone Service Provider.


The TSP Client is downloaded.

Installing the TSP Client


This procedure describes how to install the TSP Client.

To install the TSP Client:


1. Locate the installation folder and run the CiscoTSP.exe file.
The InstallShield Wizard installation window appears.
Figure C-13 Cisco Unified CallManager TSP 6.0 InstallShield Wizard Installation Window

2. Click Next.
The Choose Setup Language window appears.
Figure C-14 Choose Setup Language Window

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3. Select the appropriate installation language and click OK.


The Cisco Unified CallManager TSP Setup Welcome window appears.
Figure C-15 Cisco Unified CallManager TSP Setup Welcome Window

4. Click Next.
The Choose Destination Location window appears.
Figure C-16 Choose Destination Location Window

5. To change the default installation path, click Browse and select the new path.
Click Next to continue.
The Question window appears.
Figure C-17 Question Window

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6. Click:
• No for only one TSP.
• Yes for multiple instances of TSPs.
The Start Copying Files window appears.
Figure C-18 Start Copying Files Window

7. Click Next.
The InstallShield Wizard Complete window appears.
Figure C-19 InstallShield Wizard Complete Window

8. The installation process is now complete.


Mark Yes, I want to restart my computer now and click Finish.
The TSP client is now installed.

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Configuring the TSP Client


This procedure describes how to configure the client to support SRTP. Overall, the TSP Client
configuration is quite similar to normal TAPI integration.

TIP:
It is recommended to configure the TSP client to support normal recording and to make sure that
there is a connection established with the Call Manager. This will help rule out switch connection
issues later on in the integration process.

To configure the TSP client:


1. From the Control Panel, select Phone and Modem Options.
The Phone and Modem Options window appears.
Figure C-20 Phone and Modem Options Window

2. Select the Advanced tab.


3. Select CiscoTSP001.tsp and click Configure.

NOTE: For multiple instances of the TSP client, more than one option will appear. Make
sure to choose the correct option.

The Cisco Unified CallManager TSP window appears.

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4. Select the User tab and enter the User Name and Password provided by the Cisco Site
Engineer.
Figure C-21 Cisco Unified CallManager TSP Window - User Tab

5. Select the CTI Manager tab and enter the IP address or Host Name of the Cisco Call
Manager. If a redundant Call Manager appears, enter its location as well, otherwise enter the
same location in the redundant area.
Figure C-22 Cisco Unified CallManager TSP Window - CTI Manager Tab

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6. Up to this step, integration has been the same as normal TAPI integration. Now additional
security details must be configured.

NOTE: The security details configured in this step are necessary in order to receive
authentication details and to establish the permissions of the CTI user configured in the
Cisco Call Manager.

Select the Security tab and configure the following:


• Mark Secure Connection to CTIManager.
• Mark Fetch Certificate.
• In the CAPF Settings area, enter the Authorization String and the Instance Identifier
received from the switch technician.
• Enter the IP address of the switch.
• Leave the default Port value.
• Enter a number between 0 and 3 in the retry fields.
• Enter the TFTP server address (the TFTP is usually located in the same server as the
Cisco Call Manager - verify this with the switch technician on site).
Figure C-23 Cisco Unified CallManager TSP Window - Security Tab

7. Click Apply.
8. Close the Cisco Unified CallManager TSP window.
The TSP client is configured.
9. Reboot the computer.

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The TSP Client is configured.

IMPORTANT
After you have configured and installed the NICE CTI Integration, you must verify the TSP Client
configuration to see that it is running and properly connected to the CUCM. See Verifying the
TSP Client Configuration on page 138.

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Index
A D
ACD discovery task 165
explanation 27 driver interface
additional parameters additional parameters 266, 268
Connection Manager 252
CTI interface 246, 249 E
driver interface 266, 268 End User
automatic discovery 164 associating User Groups 280
AXL 27 defining 277
defining Application User 41, 50 End User Profile, viewing 49, 284
ports 249 Events Spy
defining SpyMailSlot Name parameter 172
C defining the UseSpy parameter 171, 210
channel mapping sending events 174
defining an AXL user 50 Extension mobility 138
Cisco Unified Communications Manager switch side 279
configuration information 74
configurations 33 H
configuring the CTI interface 82 hunt group
introduction 25 explanation 28
overview 26
Clustered configurations I
clustered CTI Managers 34 Integration
non-cluster environment 33 installation 132
Communications Managers Interactions Center 32
clustered configuration 34 IVR
single configuration 33 explanation 28
Connection Manager monitoring devices 77
additional parameters 252
configuration prerequisites 75 L
CTI 26 Logger 32
CTI Interface
additional parameters 246, 249 M
configuration prerequisites 74 machine credentials 167
configuration wizard 82 Microsoft TAPI
importing text files 104 overview 26
CTI Manager Mirroring 29
system architecture 30
CTI port N
explanation 27 ne 28
monitoring devices 77 NICE Events Spy
CTI Route Point setting up the SimCTILink tool 174
explanation 28 NICE Interactions Center 25

Index 301

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system architecture 30 system architecture 30
nicecti User
defining in CUCM 277 T
TAPI
P architecture 31
passive VoIP device limitations 37
workflow 121 overview 26
passive VoIP gateway TAPI driver
workflow 128 before configuring 25
Pickup group TAPIMonitor 138, 192
explanation 29 text files
Pickup groups importing 104
monitoring devices 78 TSAPI Ports 75, 111

S U
server credentials 165 UseSpy parameter 171, 210
Server Reports
automatic discovery 164 V
manually adding 164 version
Shared Line, channel mapping 121 Cisco TSP Client 61
Shared lines 29
SimCTILink tool 174 W
SPAN 29 workflow
SpyMailSlot Name parameter 172 passive VoIP device 121
SQL server credentials 165 passive VoIP gateway 128
SRTP 69

Index 302

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