NICE Perform®

Release 3.2

Databases Installation Guide
December 2010

385A0647-03 Rev. A4

Insight from Interactions

®
TM

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright © 2010 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
5,185,780 5,446,603 6,192,346 6,542,602 6,856,343 6,970,829 7,240,328 7,436,887 7,581,001 7,683,929 7,738,459 5,216,744 5,457,782 6,246,752 6,615,193 6,865,604 7,010,106 7,305,082 7,474,633 7,587,454 7,705,880 7,751,590 5,274,738 5,911,134 6,249,570 6,694,374 6,871,229 7,010,109 7,333,445 7,532,744 7,599,475 7,714,878 7,761,544 5,289,368 5,937,029 6,252,946 6,728,345 6,880,004 7,058,589 7,346,186 7,545,803 7,631,046 7,716,048 7,770,221 5,325,292 6,044,355 6,252,947 6,775,372 6,937,706 7,085,728 7,383,199 7,546,173 7,660,297 7,720,706 7,788,095 5,339,203 6,115,746 6,311,194 6,785,369 6,959,079 7,152,018 7,386,105 7,573,421 7,664,794 7,725,318 7,801,288 5,396,371 6,122,665 6,330,025 6,785,370 6,965,886 7,203,655 7,392,160 7,577,246 7,665,114 7,728,870 RE41,292

360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations.

385A0647-03 Rev. A4

For assistance contact your local supplier or nearest NICE Systems Customer Service Center:
EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: support@nice.com APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: support.apac@nice.com The Americas Region: (North, Central, South America) Tel: 1-800-NICE-611 Fax: +720-264-4012 email: support.americas@nice.com Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: support@nice.com

NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.
International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_sales@nice.com Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800

All queries, comments, and suggestions are welcome! Please email: nicebooks@nice.com For more information about NICE, visit www.nice.com

Revision History
Databases Installation Guide

Revision A0

Modification Date May 2009

Description

• • • • • • • • • •

Added Quick Start (see Quick Start on page 27) Updated Installation procedures. Updated Uninstall procedures. Added nice_as_kpi to all references to multidimensional databases. Added System Admin configuration procedures. Updated System Admin configuration procedures. Added Data Mart Troubleshooting chapter. Added Multi Data Hub Troubleshooting chapter. Updated Appendices B and D. Added references to SQL 2008. Updated list of mandatory requirements. Updated database installation procedures. Added updates to troubleshooting Updated graphics wherever applicable. Updated to reflect policy of installing all relational databases. Updated the Quick Start. Updated DBSetup installation procedures. Updated database uninstall procedures. Updated the Quick Start. Added support for Windows 2008 R2 operating systems. Updated Kerberos Delegation procedures. Added and updated database configuration procedures. Updated the Summary Page appendix.

A1

December 2009

• • • • • •

A2

February 2010

A3

August 2010

• • • • • • •

Updated Data mart configuration procedures (see Configuring the Data Mart Server on page 81). • • .Revision A4 Modification Date December 2010 Description • Updated database installation procedures (see Installing the NICE Perform Database Suite on page 39). Updated database configuration procedures (see Defining Database Servers on page 57).

. . . . . . . . . . . . . 24 Data Mart Server . . . . . . . . . . . . . . 24 Microsoft SQL Server Analysis Services . . . . . 16 Database Names and Descriptions . 25 2 Quick Start 27 Contents NICE Perform ® Release 3. . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Kerberos Delegation . . . . . . . . .2: Databases Installation Guide (Rev A4) 7 . . . . . . . . . . . . . . . . . . . . . . . 23 Language Settings . . . . . . . . . . . . . . .Contents 1 Introduction 15 NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Domain User Account for NICE Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Domain User Account for SQL Services . . . . . 23 Calculating Database Size . . . . . 17 Running Database Recovery Practice Sessions . . . . . . . . . . . . . 19 About Windows (NT) Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Guidelines for Installing Components on Windows Server 2008/Windows Server 2008 R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Enabling Display of NICE System Information in System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Setting up the Servers . . . . . . . . . . . . . . . . . 24 Multidimensional Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Setting up the Microsoft SQL Server . . . 23 Reindex Job . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Hardware and Software Requirements. . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Defining a Database Server . . . . . 78 Running or Stopping a Database Backup Job . . . . . . . . . . . . . . 67 Activating/Deactivating Data Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Contents NICE Perform ® Release 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Installing the NICE Perform Database Suite 39 About the NICE Perform Database Suite . . 61 Managing Databases . . . . 82 Data Mart Installation Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Guidelines for Restoring a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Changing Column Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Installing the NICE Perform Database Suite Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Architecture for Multi Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Changing Passwords . . . . . . . . . . . . . . . 69 Added Security for SQL Server Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Modifying a Database Server Definition . . . . . . 41 Defining Kerberos Delegation . . . . . . . . . . . . . . . . . . . . . . . . . . .Using Aliases . . . . . . . 58 Which method of SQL Server Authentication is in use?. . . . . 70 Changing the nice sa Login Password . . . . . . 75 Scheduling Database Backup . . . 75 Deleting a Database Server Definition . . . . . . . . . . . . . . 84 Single Data Hub Architecture . . . . . . . . . . . . . . . . . . . . . 70 Changing a NICE Login Password for an Individual SQL Server . . . . . . . 55 4 Defining Database Servers 57 What is Database Server Configuration? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Indexing Reserved Columns . . . . . . . . . 85 Building the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . 79 5 Configuring the Data Mart Server 81 What is the Data Mart? . . . . . .2: Databases Installation Guide (Rev A4) 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Verify the Data Mart Installation . . . . . 71 Removing Subscribers from Replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . 128 Checking the Windows Event Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Checking the SQL Server Error Logs and Events . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Customizing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Define the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 What are the Data Mart Domains? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Checking the Connection to the NICE Perform Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Install the NICE Domains . . . 131 Contents NICE Perform ® Release 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 Selecting Schedules for a Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 Checking SQL Jobs. . . . . . . . . . . . . 97 Creating a Customized Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Checking Free Space in the Database . . . . . . . . . . . . . 90 Link the Databases to the NICE Domains . . . . . . . . 106 6 Configuring the Multidimensional Databases 109 Configuring the Multidimensional Databases in the System Administrator. . . . . . 100 Monitoring SQL Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Modifying a Data Mart Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Define Data Mart Properties . . . . . . . . . . . . . . . . . . . 129 Checking for Missing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Defining Schedules for SQL Jobs . . . . . . . . . . . . . . . . . 116 7 Uninstalling Databases from the Database Suite 117 8 Troubleshooting: Databases 125 General Databases Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Viewing Synchronization Details . . . . . . . . . . . . . . . . . . . . . . . . . 129 Checking the Database Connections . . . . . . . . . . . . . . 114 Verifying Connection to the Multidimensional Databases . . . . . .2: Databases Installation Guide (Rev A4) 9 .

. . . . . . . . . . . . . . . . . . . . . . . . . . 157 Recreating Links . . . . . . . . . . . . . . 144 Defining Autogrowth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Checking the Data Mart Database Version . . . 159 Checking Connectivity Between the Database and Data Mart Servers . . . . . . . . 140 Changing the nice Login Password . . 148 9 Troubleshooting: Data Mart Server 155 General Data Mart Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Increasing the Size of a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Changing the nice sa Login Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Checking for Performance Problems . . . . . . . . . . . . . . . . . . . . . . . 164 Rule Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Verifying Database Space Using the NICE DBSpace Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Changing the Database Passwords in SQL Authentication . . . . . . . . . . . . 137 Scanning the Disk for Errors . . . . . 135 Monitoring Performance Objects and Counters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Multi Data Hub Implications . . . . . . . . . . . . . . . . . .2: Databases Installation Guide (Rev A4) 10 . . . . . . 165 Contents NICE Perform ® Release 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Verifying the Service Account . . . . . . . . . . . . . . 165 Playback . . . . . . . . . . . . . . . . . . . . . . . . . 133 Checking the SQL Server Installation Folder . . . . . . . . . . . . 141 Checking the Database Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Business Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Checking Performance Using the NICE Performance Collector . . . . . . . .Verifying the Log on as a Service User Rights Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 10 Troubleshooting: Multi Data Hub 163 General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Checking a Data Mart Job Failure . . . . . . . . . 156 Checking Free Space in the Database . . . . . . . . . . . . . 132 Verifying Domain Users Assigned to the User Rights Assignments . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Enabling MSDTC to Function in Multi Site Environments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188 Contents NICE Perform ® Release 3. . . . . . . . . . . . . . . .2: Databases Installation Guide (Rev A4) 11 . . . . . . . . . . . . . . . . . . . . . 165 Checking Connectivity . . . . . . . . . . . . . . . . . . . . 168 Stopping Replication when Upgrading all Data Hubs . . . . . 168 Changing Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Defining Domain Users for the nice_as_kpi Database . 165 Storage Center . . . . . 166 Checking Replication in Multi Data-Hub Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185 Adding a Domain User to the View Role . . . . . . . . . . . . . . . . . . . . . 165 Quality Management . . . . . . . . . . . . . . . . . . . . . . . .Monitor . . . . . . . . . . . . . 184 Defining Domain Users for the nice_as_my_universe Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187 Adding a Domain User to the View Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179 Adding a Domain User to the View Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Tips for Troubleshooting Replication . 167 Troubleshooting Database Structure Differences . . . 165 My Universe . . . . . . . 179 Adding a Domain User to the Process Role . . . . . . . . . . . . . . . . . . . . . . . . 166 Troubleshooting Communication Problems between Primary and Secondary Data Hubs . . . . . . . . . . . . . . . . . . . 169 A Verifying Windows Authentication Security Settings 171 B Establishing Access to the Multidimensional Databases 175 Verifying Connection to the Multidimensional Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Defining Domain Users for the nice_as_text_analysis . . . . . . . . . . 185 Adding a Domain User to the Process Role . . . . . . . . . . . . . . . . 165 Interactions Center . . . . . . . . . . . . . . . . . . . . . . 187 Adding a Domain User to the Process Role . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C Configuring Kerberos Delegation 189 Overview . . . . . . . . . . . . . . . . 221 Updating Privileges of the Domain User on the Domain Client . . . . . . . 192 Configuring Kerberos . . . . . . . . . . . . . . 193 Disabling the Named Pipes Protocol on the SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 Assigning User Rights Assignments for the Domain User Account on the Active Directory . . . . . 195 Configuring Delegations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191 Verifying the SQL Port Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Setting up the Domain User on the Domain Client . . . . . . . . . . . . . . . 193 Configuring the Service Principal Name on the Active Directory . . . . . . . . . . . . . 190 Verifying the SQL Server Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224 Contents NICE Perform ® Release 3. . . . . . . . . . . . . . . . 208 Defining the Local System Account in the nice_dw Database .2: Databases Installation Guide (Rev A4) 12 . . . . . 190 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 D Running the NICE DBSpace Utility 201 E Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services 207 Enabling the SQL Server Analysis Services Service . . . . . . . . . 211 F Creating Domain Users and Updating Privileges 213 Setting up a Domain User Account on the Active Directory . . . . . . . . . . . . . . . . . . . 214 Creating a Domain User Account on the Active Directory . . . . . . . . . . . . . .

. . . . 257 Index 263 Contents NICE Perform ® Release 3. . . . . . . . . .2: Databases Installation Guide (Rev A4) 13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244 Verifying the System Administrator User . . . . . . . . 237 Windows 2003: Enabling Summary Page Display . . . . 233 Windows 2008 / Windows 2008 R2: Enabling Summary Page Display . . . . . . . . . . 244 Adding the System Administrator User to Computers not in an Active Directory Environment . . . . . . . . . . . . . 232 Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249 Editing DCOM Permissions . 251 Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234 Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . 234 Adding the System Administrator User to Computers not in an Active Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246 Installing WMI Windows Management Instrumentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .G Scheduling the ReIndex Job 227 H Enabling Summary Page Display of NICE System Information 231 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Blank page for double-sided printing. .

........................................................................................................................................... 19 Reindex Job ..................................................2: Databases Installation Guide (Rev A4) 15 .................. 23 Language Settings .......................................................................................................................... 16 Database Names and Descriptions...................... 18 Setting up the Servers ......................................................................... 24 Microsoft SQL Server Analysis Services .............................. 17 Running Database Recovery Practice Sessions ...................................................................... 25 Chapter 1: Introduction NICE Perform ® Release 3... Contents NICE Perform Site Installation Overview.........1 Introduction This manual describes the procedures for installing and configuring all NICE Perform databases on their respective servers..........................................................23 Calculating Database Size .................. 24 Enabling Display of NICE System Information in System Administrator.......................................................................................... 18 Hardware and Software Requirements ................................................................................

or .2: Databases Installation Guide (Rev A4) 16 .NICE Perform Site Installation Overview NICE Perform Site Installation Overview Prepare the machines and ensure that the site readiness activities were completed successfully using the Site Readiness Tool You are Here Install MS SQL Server and NICE Perform Databases Install NICE Perform Applications and define in System Administrator Legend: Mandatory component Optional component Integration dependant Connect one of the following: NiceLog High Density Logger .or Interaction Capture Unit (ICU) Branch Extensions Logger (BXL) NICE VoIP Logger DO NOT 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 Configure and then Install CTI Integrations Define Loggers in System Administrator Define Channel Mapping in the System Administrator Install Reporter Server and Import Packages Install NICE IA Link Analysis Server on the Data Mart Server Install relevant optional components and define in System Administrator: Content Analysis Telephony Services NiceScreen Stream Server NICE Storage Center Desktop Analytics Media Library Install the latest approved Updates See the latest approved Release Note Install NICE Sentinel Server Perform Required Installation and Acceptance Test Procedures NOTE: Refer to the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow.or . Chapter 1: Introduction NICE Perform ® Release 3.

Required for use with Playback Organizer. Required for use with Business Analyzer. The Interactions database. Required for use with ClearSight. nice_audit nice_ca nice_crypto nice_cti_analysis nice_dw nice_ib nice_interactions nice_pbs_data nice_qa nice_reporter nice_rule nice_screen_sense nice_storage_center Table 1-2: Multidimensional Databases Database nice_as_kpi nice_as_my_universe nice_as_text_analysis Description Optional database for use with My Universe. Contains information from your switch used by Business Analyzer and not included in the nice_interactions database. Required for use with My Universe. Stores identifying information about each interaction.Database Names and Descriptions Database Names and Descriptions The following tables list all the databases included in the NICE Perform Database Suite: Table 1-1: Relational Databases Database nice_admin Description The Administration database. Contains Audio Analysis information. The actual recordings are stored on the Loggers. Serves as a repository for encryption keys for the NICE Key Storage Manager (KSM) application. Start time and agent ID. This database must link to all the other databases for Query searches. For example. Required for use with Storage Center. Required for use with ScreenSense. administrative settings. agent login and report requests. Required for use with the Playback Server. Required for use with Data Mart.2: Databases Installation Guide (Rev A4) 17 . Contains a record of actions in the system for use by the Audit Trail in Business Analyzer. Required for use with Coaching and Clips in the Business Analyzer. Chapter 1: Introduction NICE Perform ® Release 3. Information from the Users Administrator and System Administrator are stored in this database. For example. Contains information such as all user/agent details. Contains information from the Rules Manager. Contains information for the Reporter. and privileges.

For details see Appendix H. Some components cannot be installed with UAC On. UAC must be turned off. When installation is complete. If the NICE Perform component you are installing is supported on a Windows Server 2008 or Windows Server 2008 R2 Operating System. NOTE: The NICE Perform System Administrator includes a summary page that displays the NICE product version and the installed Updates. Enabling Summary Page Display of NICE System Information on page 231. turn UAC back on. The above manuals provide the following information per operating system: • • List of components itemizing which components require turning off UAC.Running Database Recovery Practice Sessions NOTE: The nice_as_my_universe. For assistance. Should a full system database recovery be necessary. however specific security options will need to be disabled temporarily. refer to the following manuals before installation: • • • • Microsoft Windows Server 2008 Configuration Guide Microsoft Windows Server 2008 R2 Configuration Guide In a UAC On environment.2: Databases Installation Guide (Rev A4) . contact NICE Systems Customer Service. special attention is required: Some components can be installed with UAC On. Running Database Recovery Practice Sessions It is most highly recommended to make provision for backing up and restoring the nice databases in case of system failure and/or natural disasters. and nice_as_kpi databases are multidimensional databases. in many cases the procedures may be long and complicated. In order to be prepared for such an event. and therefore run on the SQL Server Analysis Services. the backup and restore methods likewise vary from site to site. it is therefore recommended to run a full system database recovery practice session at least once every three months. Since the requirements vary from site to site. Instructions for turning UAC off and turning it back on. and of all other NICE Perform servers. nice_as_text_analysis. refer to the NICE Perform Certified Servers Guide. Hardware and Software Requirements For the software and hardware requirements of the NICE Perform Database Server. Guidelines for Installing Components on Windows Server 2008/Windows Server 2008 R2 The Certified Servers Guide provides all Operating System support information. and in order to facilitate the recovery procedures while greatly increasing the likelihood that the recovery will be successful. Chapter 1: Introduction 18 NICE Perform ® Release 3. For these components.

Chapter 1: Introduction NICE Perform ® Release 3. It is therefore recommended that you are familiar with the procedures and contents of that guide before beginning to install the databases. you must use Windows Authentication for all servers. Configuring Kerberos Delegation on page 189.2: Databases Installation Guide (Rev A4) 19 . NOTE: To successfully install the NICE Perform system. see the Windows Authentication for NICE Perform guide. For full details. and nice_as_kpi multidimensional databases on the Data Mart Server. nice_as_my_universe. if your site includes the Data Mart Server. you must define Delegation for the Kerberos protocol.Setting up the Servers • Instructions for disabling and re-enabling security options when working with UAC on. due to its superior security features. you install the nice_dw and nice_reporter relational databases and the nice_as_text_analysis. The following sections apply to all servers used for NICE Perform databases: • • About Windows (NT) Authentication (see page 19) Setting up the Microsoft SQL Server (see page 23) About Windows (NT) Authentication The NICE Perform Database Suite supports both SQL Authentication and Windows (NT) Authentication. it is highly recommended to use Windows Authentication. or in a Distributed environment in which there are two or more NICE Perform databases. However. Setting up the Servers The relational databases included in the NICE Perform Database Suite are usually installed on the NICE Perform Database Server. evaluations are replicated through Linked Servers. see Appendix C. You will come across Windows Authentication configurations and definitions throughout the entire NICE Perform installation. However. For replication of Evaluations data to succeed. IMPORTANT If your site includes any of the multidimensional databases. Kerberos Delegation When using Windows Authentication in a Multi Data Hub environment. it is critical that you set up Windows Authentication properly. For full details.

You must create these domain user accounts and assign all necessary configurations before you install Microsoft SQL Server 2005/2008 or the NICE Perform databases. refer to Appendix F.Setting up the Servers When using Windows Authentication.2: Databases Installation Guide (Rev A4) 20 . Creating Domain Users and Updating Privileges on page 213. The domain users must have full local administrator privileges. To create the domain users and/or assign the privileges required by NICE Systems. you must first create domain user accounts for the following domain users (also called NT Users or Operating System Users): • • Domain user account for NICE services Domain user account for SQL services IMPORTANT • • • • Both domain user accounts must belong to the same domain. Chapter 1: Introduction NICE Perform ® Release 3.

To be sure the domain user for NICE Services is configured correctly.Applications Server Log On As Column NICE Services Domain and Domain User Account Chapter 1: Introduction NICE Perform ® Release 3. Figure 1-1 Services Window . after installing the NICE Applications. It allows the NICE services to log on to the operating system and also to allow the NICE services to interact with the NICE Perform Database Server.Setting up the Servers Domain User Account for NICE Services The domain user account for NICE Services is used to run all NICE services on the NICE Perform Applications Server. verify that the name of the domain and the domain user appear in the Log On As column for each NICE service (see Figure 1-1).2: Databases Installation Guide (Rev A4) 21 .

2: Databases Installation Guide (Rev A4) 22 . to access operating system resources. To be sure the domain user for SQL Services is configured correctly. after installing the NICE Database Suite. It allows these services to log on to the operating system. Figure 1-2 Services Window .Setting up the Servers Domain User Account for SQL Services The domain user account for SQL Services is used to run the relevant SQL services and the SQL Server Agent on the NICE Perform Database Server.Database Server Log On As Column SQL Services Domain and Domain User Account Chapter 1: Introduction NICE Perform ® Release 3. and in some configurations to access remote resources. verify that the name of the domain and the domain user appear in the Log On As column for the relevant SQL services (see Figure 1-2).

Chapter 1: Introduction NICE Perform ® Release 3. you must define a different. If your site is in continuous use with no opportunity to run the Reindex Table job. when activity at most sites is quiet. install (or upgrade) the SQL Server before you can install the NICE Perform databases. To run the job less often will have adverse effects on your system’s performance. Read the following section carefully.xls that enables you to determine the space required for each database in the NICE Perform Database Suite. Calculating Database Size NICE Systems provides an Excel spreadsheet named DatabaseSizeCalculator. NOTE: The running time of the Reindex Table job depends on both the size and amount of activity on the site.2: Databases Installation Guide (Rev A4) 23 . Since the NICE Perform Database Suite does not archive calls while the Reindex job is running. the NICE Perform Database Suite does not archive new calls. contact NICE Systems Customer Services. IMPORTANT It is recommended to run the Reindex Table job once every week. If the default time is not suitable for the needs of your site. This job is critical for maintaining proper system performance. you should not define the job to run less than once a month. To change the time the Reindex Table job is scheduled to run. SQL Server 2000 is not supported. refer to the Microsoft SQL 2005 for NICE Perform or the Microsoft SQL 2008 for NICE Perform guide. more convenient time. For detailed SQL Server installation and configuration procedures. as well as other related information. You must. the job is defined by default to run every Sunday morning at 02:00 (2 am). of course. and therefore varies from site to site. see Appendix G.Reindex Job Setting up the Microsoft SQL Server Although the default database for NICE Perform is Microsoft SQL Server 2008. Reindex Job IMPORTANT While the Reindex Table job is running. all NICE Perform databases run on both Microsoft SQL Server 2005 and SQL Server 2008. The NICE Perform Database installation program automatically creates an SQL Server Agent job called Reindex. Scheduling the ReIndex Job on page 227.

Language Settings Language Settings All NICE Perform servers must run on an English-language operating system. Multidimensional Databases The nice_as_kpi. all other databases are relational databases. Chapter 1: Introduction NICE Perform ® Release 3. Microsoft SQL Server Analysis Services Before installing the NICE Perform multidimensional databases. nice_as_text_analysis. NOTE: You can install only one SQL Server 2005/2008 Analysis Services database on one Server. and nice_as_my_universe databases on the SQL Analysis Services. nice_as_text_analysis. and nice_as_my_universe databases are installed on the SQL Server Analysis Services and are used in conjunction with the NICE Perform ClearSight and My Universe applications. In addition. For full details refer to the Microsoft SQL 2005 for NICE Perform or the Microsoft SQL 2008 for NICE Perform Guide. Only after enabling the SQL Analysis Services can you install the nice_as_kpi. The NICE Perform multidimensional databases are required for the NICE Perform’s Interactions Analytics feature as well as for the My Universe application. The multidimensional databases are the only databases that run on the SQL Server Analysis Services NOTE: The nice_as_kpi. you must first enable the SQL Server 2005/2008 Analysis Services. Workstations (clients) may run on an English-language operating system or on any localized language approved by NICE Systems. You enable the SQL Analysis Services while installing SQL Server 2005/2008 using either the NICE SQL Auto Setup or the standard manual installation. nice_as_text_analysis and nice_as_my_universe databases are the only databases in the NICE Perform Database Suite that are multidimensional. The multidimensional database cubes provides analytic capabilities.2: Databases Installation Guide (Rev A4) 24 . you can also enable the SQL Analysis Services by defining the Start Mode of the SQL Server Analysis Services service as Automatic (see Appendix E. Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services on page 207).

and once on the Data Mart Server.2: Databases Installation Guide (Rev A4) 25 . you install the multidimensional databases together with the nice_as_kpi. you must run the NICE SQL Auto Setup twice.Enabling Display of NICE System Information in System Administrator Data Mart Server To improve system performance. once on the Database Server. called the Data Mart Server. in sites that include both the Database Server and the Data Mart Server. and nice_as_my_universe databases on a dedicated server. you enable Analysis Services only on the Data Mart Server. IMPORTANT You must install NICE Reporter and the Data Mart Server on the same computer. In order to display the information pertaining to the NICE databases. Enabling Summary Page Display of NICE System Information on page 231. For details. Therefore. see Appendix H. Chapter 1: Introduction NICE Perform ® Release 3. You also enable SQL Analysis Services and install the multidimensional databases on the this computer. nice_as_text_analysis. The installation of the nice_as_text_analysis database includes cubes for use with the following languages: • • • English French Spanish Enabling Display of NICE System Information in System Administrator The NICE Perform System Administrator includes a summary page that displays system information for each NICE Perform component. However. you must change the DCOM and WMI security settings for each computer on which NICE databases are installed. especially in systems with very large databases.

.Blank page for double-sided printing.

Refer to. required if you install the SQL Analysis Services. it is not a substitute for using this manual. and warnings. The procedures in this manual give not only detailed instructions.2 Quick Start Before beginning the procedures listed below. NOTE: The quick start workflow is intended to give a comprehensive overall picture of the entire database installation and to enable you to keep track of your progress.or Microsoft SQL 2005 for NICE Perform Guide Chapter 2: Quick Start NICE Perform ® Release 3.. However. set up the Domain User Accounts required for using Windows Authentication. review the Introduction.2: Databases Installation Guide (Rev A4) 27 . notes. Recommended to use the NICE Auto Setup. Failure to adhere to these instructions may cause the entire installation to fail! No 1 Procedure If necessary.2 installations. Comments Recommended for all Release 3. Windows Authentication for NICE Perform Guide 2 Microsoft SQL 2008 for NICE Perform Guide . but also contain important information. Must use Analysis Services if installing multidimensional databases.. Install Microsoft SQL Server 2008 or SQL Server 2005.

(Windows Authentication) .see step 3F on page 36. 4.see step 3E on page 35.see step 3A on page 28.(SQL Authentication) . Use syntax: Domain Account\User Account Select one of the following: Figure 3-9 on page 48 • • • Enterprise Compliance Compliance Hybrid Chapter 2: Quick Start 28 NICE Perform ® Release 3. Before beginning read carefully the “Important” on page 49.2 Database Suite according to one of the following scenarios: • • • • • • 3A Distributed Deployment with Multidimensional Databases (for Interaction Analytics) . Select database type. Distributed Deployment with Multidimensional Databases (for Interaction Analytics) NOTE: • • These procedures apply to the most common configuration.see step 3B on page 30. some sites may use different configurations. Select environment. Enter the Domain User Account for the NICE Services and for the SQL Services.see step 3C on page 32.. Distributed Deployment with Relational Databases only . On Database Server select: Figure 3-3 on page 43 • • • Relational Databases Relational Databases Multidimensional Databases Figure 3-4 on page 44 Figure 3-5 on page 45 On Data Mart Server select: 2.(SQL Authentication) . Unified Server Deployment with Multidimensional Databases (for Interaction Analytics) .2: Databases Installation Guide (Rev A4) . Unified Server Deployment with Relational Databases only . 1. Distributed Deployment with Relational Databases only . Required for Interaction Analytics. Unified Server Deployment with Relational Databases only . Select Windows Authentication..(Windows Authentication) .see step 3D on page 34. Install the NICE Perform Release 3.No Procedure Comments Refer to. 3.

Comments Select all relational databases except for: Refer to. 7. 10. Continue with step 4 on page 37.. 9. Install relational databases on the Database Server. Select the relational databases you install on the Data Mart Server. Install on Data Mart Server: Figure 3-15 on page 53 • • • nice_as_kpi nice_as_my_universe nice_as_text_analysis You can define the size of each individual database. Chapter 2: Quick Start NICE Perform ® Release 3. Install relational databases on the Data Mart Server.. Select the relational databases you install on the Database Server.2: Databases Installation Guide (Rev A4) 29 . 12. Figure 3-10 on page 49 • • nice_dw nice_reporter Figure 3-12 on page 51 You can define the size of each individual database. Repeat steps 1 to 4 above for the Data Mart Server. 11. Install the multidimensional databases on the Data Mart Server. 8. Select: • • nice_dw nice_reporter Figure 3-14 on page 52 You can define the size of each individual database.No Procedure 5. 6. Select the multidimensional databases you install on the Data Mart Server.

. Use syntax: Domain Account\User Account Figure 3-5 on page 45 Select one of the following: Figure 3-9 on page 48 • • • Enterprise Compliance Compliance Hybrid Figure 3-10 on page 49 5. Select Windows Authentication. Before beginning read carefully the “Important” on page 49. Install relational databases on the Database Server. 1.2: Databases Installation Guide (Rev A4) 30 . 4. Select the relational databases to install on Data Mart Server. some sites may use different configurations.No 3B Procedure Comments Refer to. Enter the Domain User Account for the NICE Services and for the SQL Services. 7. 6. Select environment. Select database type.. Select the relational databases you install on Database Server. Repeat steps 1 to 4 above for the Data Mart Server. Distributed Deployment with Relational Databases only (Windows Authentication) NOTE: • • These procedures apply to the most common configuration. Select all relational databases except for: • • nice_dw nice_reporter Figure 3-12 on page 51 You can define the size of each individual database. 8. On Database Server select: Figure 3-3 on page 43 • • Relational Databases Relational Databases Figure 3-4 on page 44 On Data Mart Server select: 2. 3. Select: • • nice_dw nice_reporter Figure 3-10 on page 49 Chapter 2: Quick Start NICE Perform ® Release 3.

. Refer to. Chapter 2: Quick Start NICE Perform ® Release 3.. Comments You can define the size of each individual database.No Procedure 9.2: Databases Installation Guide (Rev A4) 31 . Figure 3-12 on page 51 10. Continue with step 4 on page 37. Install relational databases on Data Mart Server.

. 6.. Select relational databases to install on Data Mart Server. Select one of the following: 3. Repeat steps 1 to 3 above for the Data Mart Server 7.No 3C Procedure Comments Refer to. Select database type. Select all relational databases except for: • • nice_dw nice_reporter Figure 3-12 on page 51 You can define the size of each individual database. On Database Server select: Figure 3-3 on page 43 • • Relational Databases Relational Databases Figure 3-6 on page 46 On Data Mart Server select: 2. 1. Select the relational databases to install on the Database Server. Distributed Deployment with Relational Databases only (SQL Authentication) NOTE: • • These procedures apply to the most common configuration. In a domain environment you must define a password in accordance with the security policy of that domain account. Select: • • nice_dw nice_reporter Figure 3-10 on page 49 Chapter 2: Quick Start NICE Perform ® Release 3. Select environment. Install relational databases on the Database Server. Select SQL Authentication. some sites may use different configurations. 5. Before beginning read carefully the “Important” on page 49.2: Databases Installation Guide (Rev A4) 32 . Figure 3-9 on page 48 • • • Enterprise Compliance Compliance Hybrid Figure 3-10 on page 49 4.

Refer to. Install relational databases on Data Mart Server.No Procedure 8. Figure 3-12 on page 51 9.. Continue with step 4 on page 37..2: Databases Installation Guide (Rev A4) 33 . Chapter 2: Quick Start NICE Perform ® Release 3. Comments You can define the size of each individual database.

Select multidimensional databases to install. Unified Server Deployment with Multidimensional Databases (for Interaction Analytics) NOTE: • • These procedures apply to the most common configuration.No 3D Procedure Comments Refer to. Required for Interaction Analytics. Before beginning read carefully the “Important” on page 49. Enter the Domain User Account for the NICE Services and for the SQL Services. Select: Figure 3-3 on page 43 • • Relational Databases Multidimensional Databases Figure 3-4 on page 44 Figure 3-5 on page 45 2. Install multidimensional databases. Install: • • • nice_as_kpi nice_as_my_universe nice_as_text_analysis 8. 3. 6. Select environment.. Select relational databases to install. Select database type. Continue with step 4 on page 37. Figure 3-15 on page 53 9. Install relational databases. Chapter 2: Quick Start NICE Perform ® Release 3..2: Databases Installation Guide (Rev A4) 34 . 7. You can define the size of each individual database. 4. Use syntax: Domain Account\User Account Select one of the following: Figure 3-9 on page 48 • • • Enterprise Compliance Compliance Hybrid Figure 3-10 on page 49 Figure 3-12 on page 51 Figure 3-14 on page 52 5. including nice_dw and nice_reporter. You can define the size of each individual database. Select Windows Authentication. Select all relational databases. 1. some sites may use different configurations.

4. 2.. 1. Select environment. Unified Server Deployment with Relational Databases only (Windows Authentication) NOTE: • • These procedures apply to the most common configuration. some sites may use different configurations. Continue with step 4 on page 37. You can define the size of each individual database. 3.2: Databases Installation Guide (Rev A4) 35 . Select database type. Select: Figure 3-3 on page 43 • Relational Databases Figure 3-4 on page 44 Use syntax: Domain Account\User Account Figure 3-5 on page 45 Select one of the following: Figure 3-9 on page 48 • • • Enterprise Compliance Compliance Hybrid Figure 3-10 on page 49 Figure 3-12 on page 51 5. Install relational databases. 7. 6. Before beginning read carefully the “Important” on page 49. Select all relational databases.No 3E Procedure Comments Refer to.. Enter the Domain User Account for the NICE Services and for the SQL Services. Select Windows Authentication. Select relational databases to install. Chapter 2: Quick Start NICE Perform ® Release 3.

Continue with step 4 on page 37. Chapter 2: Quick Start NICE Perform ® Release 3. Select all relational databases. You can define the size of each individual database. 2.. 6. Install relational databases. some sites may use different configurations. Select relational databases to install. Before beginning read carefully the “Important” on page 49. Select: Figure 3-3 on page 43 • Relational Databases Figure 3-6 on page 46 In a domain environment you must define a password in accordance with the security policy of that domain account. 1.. Unified Server Deployment with Relational Databases only (SQL Authentication) NOTE: • • These procedures apply to the most common configuration. Figure 3-9 on page 48 • • • Enterprise Compliance Compliance Hybrid Figure 3-10 on page 49 Figure 3-12 on page 51 4.No 3F Procedure Comments Refer to. Select SQL Authentication. Select one of the following: 3. Select environment.2: Databases Installation Guide (Rev A4) 36 . 5. Select database type.

Configure the Data Mart Server. Refer to. configure Kerberos Delegations.No 4 Procedure If necessary. Chapter 2: Quick Start NICE Perform ® Release 3... Configuring the Multidimensional Databases in the System Administrator on page 110 Verifying Connection to the Multidimensional Databases on page 116 8 9 Verify connection to the multidimensional databases. Configure the relational databases on the System Administrator. In a Distributed deployment install on the NICE Perform Applications Server. Comments Needed for evaluations when using Windows Authentication in a Multi Data Hub environment. NICE Perform Applications Suite Installation Guide Defining Database Servers on page 57 6 7 Configuring the Data Mart Server on page 81 Applies only to systems using the Analysis Services. Applies only to systems using the Analysis Services.2: Databases Installation Guide (Rev A4) 37 . Configuring Kerberos Delegation on page 189 5 Install the NICE Perform Applications Suite. or in a Distributed environment in which there are two or more NICE Perform databases. Configure the multidimensional databases in the System Administrator.

Blank page for double-sided printing. .

................. 41 Defining Kerberos Delegation ................ 40 Installing the NICE Perform Database Suite Software .........................3 Installing the NICE Perform Database Suite This chapter describes the procedures for installing the NICE Perform Database Suite on the NICE Perform Database Server........ Contents About the NICE Perform Database Suite................................ 55 Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3......................................................................................................2: Databases Installation Guide (Rev A4) 39 ........

The NICE Perform Database Suite installation program installs the following relational databases: • • • • • • • • • • • • • • nice_admin nice_audit nice_ca nice-crypto nice_cti_analysis nice_dw nice_ib nice_interactions nice_pbs_data nice_qa nice_reporter nice_rule nice_screen_sense nice_storage_center In addition. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. the NICE Perform Database Suite installation program installs the following multidimensional databases: • • • nice_as_kpi nice_as_text_analysis nice_as_my_universe NOTE: For a description of each of the above databases.2: Databases Installation Guide (Rev A4) 40 .About the NICE Perform Database Suite About the NICE Perform Database Suite The NICE Perform Database Suite installation program installs the databases required in all configurations of NICE Perform Release 3. see Database Names and Descriptions on page 17.2.

Installing the NICE Perform Database Suite Software Installing the NICE Perform Database Suite Software IMPORTANT You must install the latest NICE Perform Database Suite Update Pack on the Database Server and the Data Mart Server (if installed) after all the NICE Perform components are installed and configured. Click Next. The NICE Perform Database Suite Setup Wizard starts.xxx folder to a convenient place on your hard disk.msi. 3.10. To install the NICE Perform Database Suite: 1. The Update Pack must be installed locally.xxx folder on your hard disk and double-click DBSetup. Figure 3-1 NICE Perform Database Suite Welcome Window 4. 2.2\Database 9. Insert the NICE Perform Release 3. Navigate to the Database Suite NICE Perform 3. See the NICE Update Guide for installation details. It is recommended to copy the NICE Perform Database Suite software from the NICE Perform Database Suite Installation DVD to the Database Server and/or Data Mart Server and run it locally. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 41 .6.10.6.2 Standard Software Package DVD in the DVD-ROM drive. Copy the Database Suite NICE Perform 3.2\Database 9. The Select Installation Folder window appears.

Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 42 . Click Next. and navigate to the desired folder. If you want to install the database in any other folder. change the drive to D:\.Installing the NICE Perform Database Suite Software Figure 3-2 Select Installation Folder window 5. It is recommended to install the database on the D:\ drive. The installation program installs the files. 7. click Browse. the Type of Database Installation window appears. Upon completion. in the Folder field. 6.

see Microsoft SQL Server 2005 for NICE Perform.Installing the NICE Perform Database Suite Software Figure 3-3 Type of Database Installation Window 8. To install only multidimensional databases on this server. -or- • • To install only relational databases on this server. Click Next. select Multidimensional Databases and continue with step 24 on page 51. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 43 . 9. IMPORTANT The SQL Server Analysis Services must be enabled in order to install the multidimensional databases. For details. select SQL Relational Databases and click Next. or the Microsoft SQL Server 2008 for NICE Perform Guide. select both SQL Relational Databases and Multidimensional Databases and click Next. To install both the relational and multidimensional databases on this server. The SQL Server Connection Properties window appears.

For Windows Authentication: a. IMPORTANT In order to use NICE Perform interaction Analytics. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. NOTE: If your site uses multi SQL instances.2: Databases Installation Guide (Rev A4) 44 . 12. If you are using SQL Authentication. Therefore the Connect Using fields are disabled. your system uses domain users to access the SQL Server.Installing the NICE Perform Database Suite Software Figure 3-4 SQL Server Connection Properties Window 10. 11. you must use Windows Authentication. select SQL Server Authentication and continue with step 13. In the Hostname/IP address field. If you are using Windows Authentication. When you select Windows (NT) Authentication. enter the computer name or the IP address. DO NOT use the (local) that appears by default. Click Next. The SQL Server Connection Properties window appears. select Windows (NT) Authentication and continue with step 12.

c. Verify that NT Authentication is selected and enter the Windows logins as follows (for more details regarding Windows Authentication. see About Windows (NT) Authentication on page 19): User The name of the domain account and the domain user account on the Applications Server for whom you assigned “Log On As” privileges for the Nice Services. IMPORTANT Use only the following syntax: dddd\uuuu in which “dddd” is the name of the domain account and “uuuu” is the name of the domain user account (Windows login). NOTE: In certain hardened environments it may be necessary to create a domain user with SQL “sysadmin” role privileges.2: Databases Installation Guide (Rev A4) 45 . IMPORTANT: You must enter the same Windows login user name that you defined when installing the SQL Server. Click Next and continue with step 14.Installing the NICE Perform Database Suite Software Figure 3-5 SQL Server Connection Properties Window b. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. See the Windows Authentication for NICE Perform guide for further details. System Administrator The name of the domain account and the domain user account on the Database Server for whom you assigned “Log On As” privileges for the SQL Services.

Figure 3-6 SQL Server Connection Properties Window NOTE: To define an SQL instance other than the default instance. use either the local host or the local server name using the following syntax: (name)\nnnn in which “nnnn” is the instance name. and click Next. If you want to connect to an instance other than the default instance. the sa User password is blank.Installing the NICE Perform Database Suite Software 13. For SQL Authentication: a. The SQL Server Connection Properties window appears. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. b. It is highly recommended to define a unique sa User password for your site. Type your password in the Password field. leave the Password field blank. if you did not define a unique sa User password. NOTE: By default. type the instance name in the Server field. However. the default SQL instance appears in the Server field. If you selected SQL Server Authentication.2: Databases Installation Guide (Rev A4) 46 .

Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. You are prompted to confirm that you indeed want to use SQL Authentication.Installing the NICE Perform Database Suite Software Figure 3-7 SQL Server Connection Properties Window c. d. To continue the database installation using SQL Authentication. click Yes.2: Databases Installation Guide (Rev A4) 47 . The User and System Administrator fields are disabled. Select SQL Authentication. Figure 3-8 Prompt Window e. Click Next. 14. The NICE Applications Suite window appears.

The Database Properties window appears. Configures the relevant databases to be compatible with Compliance Suite (Financial Trading Floor) environments.x database scheme is retained and the database runs side by side with the NICE Perform database. The Applications Suite is compatible to the Compliance Suite environment. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3.x upgrade. This environment is installed as a Version 8. The Version 8. Click OK. 16.Installing the NICE Perform Database Suite Software Figure 3-9 NICE Applications Suite Window 15. select one of the following: Enterprise Compliance Compliance Hybrid Configures the relevant databases to be compatible with Enterprise (Contact Center) environments. From Choose the Applications Suite drop-down list.2: Databases Installation Guide (Rev A4) 48 .

and nice_as_my_universe multidimensional databases on that dedicated Data Mart Server. you run the installation procedures only once. in which all the databases are located on the database server. In a unified server (“all in one”) deployment. You then run them on the dedicated Data Mart Server to install the nice_dw and nice_reporter relational databases and the nice_as_text_analysis.Installing the NICE Perform Database Suite Software Figure 3-10 Database Properties Window IMPORTANT If the Data Mart is installed on a dedicated server. When the Data Mart is installed on a dedicated server. you therefore run the installation procedures twice: • • You run them once on the Database Server to install the relational databases. and nice_as_my_universe multidimensional databases. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. or whenever the Data Mart Server resides on the Database Server. nice_as_kpi. you must make sure that the nice_dw and nice_reporter relational databases are installed together with the nice_as_text_analysis.2: Databases Installation Guide (Rev A4) 49 . nice_as_kpi.

IMPORTANT When selecting the databases to install. 21. Note however. 18. 19. even if the components corresponding to those database are not installed on your site. select Single/Primary. install the data files on whichever drive is larger. you install the nice_dw and nice_reporter databases on the Data Mart Server. Figure 3-11 Modify Size Window Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. note the following: • You must select all the databases. Verify that the databases you want to install are selected in the Database column. However. Enter the path to the Data Files Location and the Log Files Location in the respective fields. It is recommended to upgrade the databases to the new version. in the Database Properties window: a. • 20. you may experience configuration or upgrade issues. If you do not install all the databases. If you want to modify the data size or the log size of one or more databases. continue with step 21. The Modify Size window appears. Verify that the databases needed for your site are selected. continue with step 22. the installation program automatically detects the existing version and Upgrade appears instead of Install in the Action column (see Figure 3-10 above). Otherwise. If you have installed an earlier version of the NICE Perform Database Suite.Installing the NICE Perform Database Suite Software 17.2: Databases Installation Guide (Rev A4) 50 . clear the corresponding checkbox. that in a distributed environment. if you do not want to upgrade one or more databases. and not on the Database Server. NOTE: • • It is generally recommended to install the data files and the log files on the E:\ and F:\ drives. If your site is either a Single Data Hub or the Primary Data Hub of a Multi Data Hub environment. Select Secondary only if your site is the Secondary Data Hub of a Multi Data Hub environment. Click the Modify Size button (see Figure 3-10 on page 49). To change the size of the data file or the log file for any of the databases.

Click Install. 24. Figure 3-12 Installation Progress Window 23. If you selected Multidimensional Databases. c. The installation program installs the selected databases on the Database Server. If you only selected SQL Relational Databases in the Type of Databases window above (see Figure 3-3 on page 43). The Database Properties window reappears. large databases could take several hours. continue with step 25. 22. the Analysis Services Connection window appears immediately after the relational databases have been fully installed. NOTE: NICE Systems strongly recommends that you define the size of the SQL log file at least as 20% of the size of the SQL data file. Click OK.Installing the NICE Perform Database Suite Software b. 25. If you selected Multidimensional Databases. continue with step 26. NOTE: Small databases usually take 10 to 15 minutes to install. Enter the desired data and/or log size for the selected database. Click Next. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 51 . The Installation Progress window appears.

Figure 3-14 Multidimensional Databases Details Window Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 52 .Installing the NICE Perform Database Suite Software Figure 3-13 Analysis Services Connection Window a. The Multidimensional Databases Details window appears. Enter the computer name or the IP address of the server on which the SQL Analysis Services is installed and click Next.

b. and click Next. enter the name of domain account and the domain account user used by the NICE services for whom you assigned “Log On As” privileges to access the SQL Analysis Services. the Installation Complete window appears. c. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. In the Account field. Select the databases you want to install on the Analysis Services. 26.2: Databases Installation Guide (Rev A4) 53 . The installation program installs the selected databases on the SQL Analysis Services. Figure 3-15 Installation Progress Window d. Click Install. Upon completion.Installing the NICE Perform Database Suite Software IMPORTANT Use only the following syntax: dddd\uuuu in which “dddd” is the name of the domain account and “uuuu” is the name of the domain user account (Windows login). In the DM Name field. enter the computer name or the IP address of the Data Mart Server. The Installation Progress window appears a second time.

Uninstalling Databases from the Database Suite on page 117. restart the SQL Server. • Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3. The Update Pack must be installed locally. 28. See the NICE Update Guide for installation details.2: Databases Installation Guide (Rev A4) 54 . If. for any reason. it is recommended to verify that all the databases you selected in the Databases Properties window (see Figure 3-10 on page 49) appear in the database list in the SQL Server Management Studio. TIP: After completing the installation. Click Close to complete the database installation. IMPORTANT • • After completing the database installation. you must restart the SQL Server. use only the uninstall procedures described in Chapter 7.Installing the NICE Perform Database Suite Software Figure 3-16 Installation Complete Window 27. Remember to install the latest NICE Perform Database Suite Update Pack on the Database Server and the Data Mart Server (if installed) after all the NICE Perform components are installed and configured. After installing the NICE Perform databases. it should be necessary to uninstall any or all of the databases in the NICE Perform Database Suite from the Database Server.

Defining Kerberos Delegation Defining Kerberos Delegation When using Windows Authentication in a Multi Data Hub environment. see Appendix C. For details. Chapter 3: Installing the NICE Perform Database Suite NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 55 . evaluations are replicated through Linked Servers. you must define Delegation for the Kerberos protocol. or in a Distributed environment in which there are two or more NICE Perform databases. Configuring Kerberos Delegation on page 189. For replication of Evaluations data to succeed.

Blank page for double-sided printing.

4
Defining Database Servers
The first step to configure your system is to define the Database Servers. You must install each database on an SQL Server prior to defining it in the System Administrator. After all the databases are defined, create links between the interaction database and the databases that reside on other servers. NICE Perform supports the following types of SQL security authentication:

• •

Windows Authentication - The SQL Server is authenticated using the Windows Login. SQL Authentication - The user defines a password when installing the SQL Database Server.

Contents

What is Database Server Configuration? ..................................................................... 58 Which method of SQL Server Authentication is in use? ............................................ 60 Defining a Database Server ........................................................................................... 61 Managing Databases ...................................................................................................... 65 Indexing Reserved Columns ...................................................................................... 66 Changing Column Names - Using Aliases .................................................................67 Activating/Deactivating Data Columns ....................................................................... 69 Added Security for SQL Server Authentication - Changing Passwords..................... 70 Modifying a Database Server Definition ..................................................................... 75 Deleting a Database Server Definition ....................................................................... 75 Scheduling Database Backup ....................................................................................... 76

Chapter 4: Defining Database Servers NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

57

What is Database Server Configuration?

What is Database Server Configuration?
Your system has several databases. Each database must be configured using the System Administrator to be identified in the system. The following is a list of databases that can be part of your system. Some databases are mandatory and some are acquired as part of different available features. The following tables list all the databases included in the NICE Perform Database Suite:
Table 4-1: Relational Databases Database nice_admin Description The Administration database. Contains information such as all user/agent details, administrative settings, and privileges. Information from the Users Administrator and System Administrator are stored in this database. Contains a record of actions in the system for use by the Audit Trail in Business Analyzer. For example, agent login and report requests. Contains Audio Analysis information. Required for use with Business Analyzer. Serves as a repository for encryption keys for the NICE Key Storage Manager (KSM) application. Contains information from your switch used by Business Analyzer and not included in the nice_interactions database. Required for use with Data Mart. Required for use with Playback Organizer. The Interactions database. Stores identifying information about each interaction. For example, Start time and agent ID. The actual recordings are stored on the Loggers. This database must link to all the other databases for Query searches. Required for use with the Playback Server. Required for use with Coaching and Clips in the Business Analyzer. Contains information for the Reporter. Contains information from the Rules Manager. Required for use with ScreenSense. Required for use with Storage Center.

nice_audit

nice_ca nice_crypto nice_cti_analysis nice_dw nice_ib nice_interactions

nice_pbs_data nice_qa nice_reporter nice_rule nice_screen_sense nice_storage_center

Chapter 4: Defining Database Servers NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

58

What is Database Server Configuration?

Table 4-2: Multidimensional Databases Database nice_as_kpi nice_as_my_universe nice_as_text_analysis Description Optional database for use with My Universe. Required for use with My Universe. Required for use with ClearSight.

Chapter 4: Defining Database Servers NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

59

Which method of SQL Server Authentication is in use?

Which method of SQL Server Authentication is in use?
Before you being defining a Database server, determine with which method of SQL security authentication is used in your system. NICE Perform supports the following types of SQL security authentication:

• •

Windows Authentication - The SQL Server is authenticated using the Windows Login. SQL Authentication - The user defines a password when installing the SQL Database Server.

To determine which authentication method is in use:

In the Organization tree, select the Database Servers branch.

The Authentication Mode is displayed above the Database Server Name. It is disabled and is for informative purposes only. The authentication method is determined during SQL Server setup. However, the SQL Management Studio enables you to switch between SQL and Windows Authentication even after installing the SQL Server. For details see the SQL Server for NICE Perform Guide.

Chapter 4: Defining Database Servers NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

60

From the Actions menu. select System Administrator.Defining a Database Server Defining a Database Server To define the Database Server: 1. Chapter 4: Defining Database Servers NICE Perform ® Release 3. Figure 4-3 System Administrator. Figure 4-2 Technician Mode 3. From the Settings menu. 2. From the Accessories menu. The Add Database Server Wizard starts. select New Database Server.2: Databases Installation Guide (Rev A4) 61 . you must work in Technician Mode. Figure 4-1 System Administrator To add components in the System Administrator. Database Servers Branch 4. Log in to the NICE Perform Application Suite. In the Organization tree. select the Database Servers branch. select Technician Mode.

Enter the Database Server Name and the Host Name of the computer on which the database is installed. in the Security Settings area. the Windows Login ID is used. 7. You do not have to supply a password. For environments with Windows (NT) authentication. enter the nicesa password and the nice password of the SQL server. -or- For environments with SQL authentication. Chapter 4: Defining Database Servers NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 62 . In a multi-instance environment. Click OK.Defining a Database Server Figure 4-4 SQL Server Add Wizard For SQL authentication. The General tab of the Database Server details appears. the Security Settings area is enabled 5. enter also the SQL instance name using the following syntax: <host name>\<instance name> 6.

Chapter 4: Defining Database Servers NICE Perform ® Release 3.General Tab 8.Defining a Database Server Figure 4-5 Database Server . Click Save . The database sizes are shown. 9. Select the databases that reside on this server.2: Databases Installation Guide (Rev A4) 63 .

For additional Database customization options. see Managing Databases on page 65.2: Databases Installation Guide (Rev A4) 64 .Defining a Database Server Figure 4-6 Database Server .General Tab 10. Chapter 4: Defining Database Servers NICE Perform ® Release 3.

See Indexing Reserved Columns on page 66. customer account number. Customize the column headings in other applications. See Changing Column Names . you can change SQL passwords. Increase speed when using customized columns as search criteria. See Activating/Deactivating Data Columns on page 69. See Added Security for SQL Server Authentication . For environments with SQL authentication.2: Databases Installation Guide (Rev A4) 65 .Using Aliases on page 67. For example. you can do the following optional customizations to enhance your system’s performance: • Create Business Data fields with customized information.Changing Passwords on page 70.Managing Databases Managing Databases Once the databases are installed and defined. • • • • Chapter 4: Defining Database Servers NICE Perform ® Release 3. Lock/unlock data fields throughout the system. See Business Data .Additional CTI Data Fields in the NICE Perform System Administrator’s Guide.

Use this procedure only when further customization is necessary. Chapter 4: Defining Database Servers NICE Perform ® Release 3. 2. In the Organization tree. The Index Wizard starts. You can index any reserved column (both those that you created manually and those provided by the system).2: Databases Installation Guide (Rev A4) 66 . To index a reserved column: 1. Select the required column and click Indexes. Columns that are queried frequently can be given index values to increase query speed. select the Database Server on which the nice_interactions database is installed and click the Reserved tab.Managing Databases Indexing Reserved Columns NOTE: The system is installed with the indexes ready-for-use.

click Save . Enter an Index Name and select the desired columns for that index. -or- To save this index and close this window. 3. Use this procedure only when further customization is necessary. click Save and repeat Step b. This name cannot be changed. Click New. Use the Down and Up buttons to prioritize selected columns. All documentation refers to the predefined column names.Managing Databases a. c. Changing Column Names . b. It is called the Alias Column Name. The New Index area is enabled. TIP: The order of the columns affects the efficiency of the index. Chapter 4: Defining Database Servers NICE Perform ® Release 3.Using Aliases NOTE: The system is installed with Alias Column Names ready-for-use. To save this index entry and create another one. You can change the names of any column as needed. Each column can be identified by two different names: • • A user-friendly column name that is predefined in the system. click OK. You can customize this name as needed. An internal column name which is a combination of the table name and data name.2: Databases Installation Guide (Rev A4) 67 . In the Database Details area.

Click a heading to sort the table and locate a column. Click Save . The Column Details appear.2: Databases Installation Guide (Rev A4) 68 . In the Organization tree. Monitor. These user-friendly column names are known as Alias Column Names. The System Administrator comes with user-friendly column names for each field. they must also be selected in the relevant places in each application. Spaces and special symbols are allowed. Alias Column Names appear as column headings in the Business Analyzer or Playback Organizer and wherever data must be accessed directly by the user. NOTE: In order for the columns to appear in the Business Analyzer. you would need to know the combination of its database. Enter your new. The Columns tab is active for the Administration database only. You can customize the Alias Column Names by accessing the Administrator database. You will now see Agent ID wherever this field appears. 4.Managing Databases Each database contains several tables with numerous fields (columns). To rename a Column: 1. Rules Manager. This field cannot be named “name” (the Alias “name” is already in use by the system). EXAMPLE: Locate iAgentId in the Column Name column and define its Alias Column Name as Agent ID. select the Database Server on which the nice_admin database is installed and click the Columns tab. and internal column name. Chapter 4: Defining Database Servers NICE Perform ® Release 3. custom Alias Column Name over the previous one. 2. 3. Internal column names are often duplicated between tables to unite bits of information. and Users Administrator. and Playback Organizer. To identify a column in other applications such as the Business Analyzer or Playback Organizer. table name. Monitor. such as in the Business Analyzer or Playback Organizer and the Rules Manager. and Playback Organizer. The new Alias Column Name will appear in other applications such as in the column headings of the Business Analyzer.

2. and Queriable checkboxes. Editable. select the appropriate Viewable. Use this procedure only when further customization is necessary. select the database server that includes the Administration database and click the Columns tab. To activate/deactivate data columns: 1. The column must be appropriately selected in the application. Editable.Managing Databases Activating/Deactivating Data Columns NOTE: The system is installed with the data fields ready-for-use. To view/edit/query a data column in other applications. edit. 4. Activating and deactivating data columns is done by accessing the Administrator database. Each data field can be activated or deactivated separately for viewing. and query privileges to be granted for a column. In the Organization tree. and querying ability. Click Save . you display columns using the Preferences window. For example. • • The user must be given privileges to view/edit/query the data via the Users Administrator. Use the horizontal scroll bar to display the Viewable. in the Business Analyzer and Playback Organizer. editing. To allow view.2: Databases Installation Guide (Rev A4) 69 . Chapter 4: Defining Database Servers NICE Perform ® Release 3. The Columns tab is only accessible for the Administration database. and Queriable columns: 3.

Then return to this procedure.this password is of very high level and is for all SQL servers. In a Multi Data Hub environment. If you add additional SQL servers. In a Multi Data Hub environment. Changing the nice sa Login Password Use this procedure for sites using SQL Server authentication. Both passwords are saved in each SQL server. Chapter 4: Defining Database Servers NICE Perform ® Release 3. IMPORTANT • • The nice sa password is identical for all SQL servers defined at your site. nice login password . It is used to access SQL database information. To change the nice sa login password.this password can be changed separately for each SQL server. To change a nice login password for an individual SQL server. See Which method of SQL Server Authentication is in use? on page 60. the nice sa login password must be identical for all SQL servers at all sites. the nice sa login password is identical for all SQL servers at all sites.Changing Passwords IMPORTANT This section is relevant only for systems using SQL authentication. The nice sa login password is used internally to access all SQL servers. See Which method of SQL Server Authentication is in use? on page 60. These passwords are used internally. save it in a safe place. As a measure of added security. If you change the nice sa login password. In a Multi Data Hub environment. Changing the nice sa login password requires only one procedure. continue with Changing a NICE Login Password for an Individual SQL Server on page 71. changing this password at one site automatically changes it for all sites. remove all subscribers from replication. Changing them from time to time adds security to your system. The nice sa login password must be identical for all SQL servers defined at your site. at all sites. In a Multi Data Hub environment.Managing Databases Added Security for SQL Server Authentication .2: Databases Installation Guide (Rev A4) 70 . changing this password at one site automatically changes it across all sites. continue with Changing the nice sa Login Password on page 70. The nice sa login password is stored on each SQL server. you will need to use this same nice sa login password. or define another site. NICE Perform provides you with the ability to change the passwords for your SQL server. There are two different levels of passwords. provided that the System Administrator is running at the master site and at each secondary site. In a Multi Data Hub environment. To change the nice sa login password: 1. See Removing Subscribers from Replication on page 73. nice sa login password .

Select the Database Servers branch 3. In the Organization tree. Click OK. Enter the new NICE sa Password (twice). Select SQL Server Security 1. select Blank Password. select the Database Servers branch. IMPORTANT Leaving the Password field empty is not the same as a blank password. select SQL Server Security. The nice sa password is changed for all SQL servers defined across all sites of your NICE Perform system. Changing a NICE Login Password for an Individual SQL Server Use this procedure for sites using SQL Server authentication. resubscribe the servers. The SQL Server Security window for nice sa Login appears. In a Multi Data Hub environment. From the Actions menu. 6.Managing Databases 2. 2. 7. Restart the System Administrator service. 4. select the Blank Password checkbox! 5. Maximum password length is 14.2: Databases Installation Guide (Rev A4) 71 . If you want the password to be all blanks. -or- To use a blank password. See Which method of SQL Server Authentication is in use? on page 60. Chapter 4: Defining Database Servers NICE Perform ® Release 3.

It is used internally to access the SQL server. In the Organization tree. 2. Select SQL Server Security 1.Managing Databases IMPORTANT At the end of this procedure. Select a Server 2. you will be instructed to recreate the links between the sites in the Data Mart! This is relevant for both single-site and for Multi Data Hub environments. select SQL Server Security. From the Actions menu. Each SQL server has its own nice login password. Changing the passwords of SQL servers where your databases reside provides additional security to your system and data. This is in addition to the nice sa login password. To change an SQL server password: 1. select the Database Servers branch and then select a Server.2: Databases Installation Guide (Rev A4) 72 . The SQL Server Security window for Nice Login appears. Chapter 4: Defining Database Servers NICE Perform ® Release 3.

NOTE: The Replication tab accessed in this procedure is active only on the Master site and only for the Administrative database. Removing Subscribers from Replication Use this procedure for a Multi Data Hub environment with SQL Server authentication. select the Blank Password checkbox! 4. If you want the password to be all blanks. it is necessary to remove the Subscribers from Replication. 6. 8. Restart the System Administrator service.2: Databases Installation Guide (Rev A4) 73 . do this on the Master Site only. expand the Data Mart branch. select the Data Mart and then click the Sites tab. 5. In a Multi Data Hub environment. Maximum password length is 14. If Content Analysis or Screen Content Analysis services are installed. Enter the new NICE Password (twice). select a site and click Recreate Links. restart them now. Click OK. When changing the nice sa password for SQL server security.Managing Databases 3. select Blank Password. IMPORTANT Leaving the Password field empty is not the same as a blank password. Chapter 4: Defining Database Servers NICE Perform ® Release 3. In the Organization tree. One at a time. 7. -or- To use a blank password.

Chapter 4: Defining Database Servers NICE Perform ® Release 3. The Replication Remove Wizard appears. 2. expand the Master site branch and select the database server where the Administrative database (nice_admin) is installed. On the Master site. Click the Replication tab.Managing Databases To remove Subscribers from Replication: 1. Click .2: Databases Installation Guide (Rev A4) 74 .

In the Organization tree. see Defining a Database Server on page 61. Click OK. Return to Changing the nice sa Login Password on page 70. select the Database Servers branch and then select a server. 5. Select the servers where the password will be changed and click Uninstall. Chapter 4: Defining Database Servers NICE Perform ® Release 3. It is recommended that you do this procedure before uninstalling the Database server so that you do not temporarily leave invalid paths in your site configuration. 2. Click Delete . 2. In the Organization tree. Click Save . Modifying a Database Server Definition You can modify a database server definition using similar procedures as when you defined it. A message window appears. For details of available parameters. To modify a Database Server definition: 1.Managing Databases 3. 4. To delete a Database Server definition: 1. select the Database Servers branch and then select a Server.2: Databases Installation Guide (Rev A4) 75 . Uninstalling a database server does not automatically remove its definition from your site. Deleting a Database Server Definition WARNING Uninstalling a component without deleting its definition can cause your NICE system to malfunction. You must delete the database server’s definition using the System Administrator. 3. Modify the relevant fields.

All files are backed up to an external tape (this is the default) or to a location on your network. The backup jobs run as follows: • • NICE Full Backup . except Saturday. By default. this job is scheduled to run every hour. Chapter 4: Defining Database Servers NICE Perform ® Release 3. Guidelines for Changing a Backup Location If you want to change the backup location to a remote destination on the network.2: Databases Installation Guide (Rev A4) 76 . run the test in the Backup Destination window. the SQL Server service must run under a domain user account with proper access privileges to the remote destination. this job is scheduled to run every day. however if the server fails. • NICE Log Backup (site specific): If your site includes Key Storage Management. select a database. Therefore we recommend choosing a remote destination on the network. NICE Differential Backup . The SQL Server and the SQL Server Agent Service must have read/write privileges to the remote destination. this job is scheduled to run every Saturday at 12:00 PM. the location path must follow UNC conventions. the backup file will be lost and the database cannot be restored. You can modify the backup schedules or change the backup location to your network. The Database Backup Jobs appear. the delta from the last Full backup is appended to the backup file.Backs up the delta since the last Full backup. Do not use a mapped drive. at 12:00 PM. In the Database Servers branch.Backs up the complete database to a backup file. By default. The NICE Log Backup job backs up the nice_crypto database’s transaction log. To verify that the SQL Server has proper access privileges. By default. Every time the job runs. Type the full path to the location. The nice_crypto database is set to full recovery mode with a transaction log. When defining a remote destination on the network.Scheduling Database Backup Scheduling Database Backup As part of the database installation process. follow these guidelines: • The location can be a local drive. In a domain environment. • • To modify backup schedules or location: 1. data is stored in the nice_crypto database. Then click the Backup tab. SQL backup jobs are created and scheduled to run on a regular basis.

Then click Destination Figure 4-9 .2: Databases Installation Guide (Rev A4) .Scheduling Database Backup Figure 4-7 Backup Tab 2. select a backup job and click Edit Schedule Figure 4-8 Backup Schedule Window . Select Disk/Network. To change a backup job schedule. The Backup Destination window appears. Mark the day(s) and specify the time for the backup to run. Backup Destination Window a. 3. Chapter 4: Defining Database Servers 77 NICE Perform ® Release 3. To change the destination of the backup files. select a backup job and click Edit Job .

choose the Full Backup job. Mark the Full Backup job and the last Differential Backup job. If you are backing up to a remote destination. test the path: In the Test area. In the Location area. open the Restore database window. type the Login ID and Password for the SQL server and click . d. 1. One Full Backup and two Differential Backup jobs ran.2: Databases Installation Guide (Rev A4) 78 . Restore the Full Backup first Full Backup job Last Differential Backup job Chapter 4: Defining Database Servers NICE Perform ® Release 3.Scheduling Database Backup b. .the Full Backup job and the last Differential Backup job. In the Enterprise Manager. Click 4. The location must be accessible by the user running the SQL Server service. Click Save Guidelines for Restoring a Database When restoring a database. In the First backup to restore field. follow these guidelines: • • Restore two jobs from the backup file . . EXAMPLE: You want to restore the nice_admin database. c. The Full Backup job must be restored first. 2. 3. type the full path for the backup files.

select a backup job and click . select a backup job and click job will not run again until it is enabled. select a backup job and click Start Job . its final status appears in the Last Run Outcome column. To run or disable a database backup job: 1. 4. To enable a backup job’s schedule. The backup job begins running. You can also disable a schedule to prevent the backup job from running at its prescheduled time. . select a database. Figure 4-10 Backup Tab 2. 3. To stop a backup job that is currently running. In the Database Servers branch. or you can cancel a backup job that is currently running. Then click the Backup tab.Scheduling Database Backup Running or Stopping a Database Backup Job Database backup jobs are prescheduled to run at set intervals. Chapter 4: Defining Database Servers NICE Perform ® Release 3. When the job is complete.2: Databases Installation Guide (Rev A4) 79 . The backup job will run according to its next scheduled time. select the backup job and click Stop Job To disable a backup job’s schedule. You can run a backup job on a one-time basis at any time. To run a backup job. The backup . The Database Backup Jobs appear.

Blank page for double-sided printing. .

........ In an environment with more than one Data Hub (a Multi Data Hub environment)..................... and it allows personnel from one Data Hub to see what is going on at another.......... It consolidates data from the individual Data Hubs’ local databases............................. IMPORTANT In a Multi Data Hub environment.. 96 Monitoring SQL Jobs .................................... open access interface to information contained in the NICE Perform system without any concern over potential impacts on real-time performance..5 Configuring the Data Mart Server The NICE Perform Data Mart provides a robust............ 82 Building the Data Mart........ see the Databases Installation Guide for troubleshooting procedures................................... The NICE Perform Data Mart serves as a centralized repository for this information...........2: Databases Installation Guide (Rev A4) 81 ...................................... providing a single.................... analyze and act on insights gained from the full range of customer interactions........................ and never on the Secondary Data Hub...........................................................................102 Viewing Synchronization Details .. This approach allows a unified view of information across the entire operation from any NICE Perform workstation............ users can run queries and reports that span all the Data Hubs...................................................................104 What are the Data Mart Domains? .. Contents What is the Data Mart? ........................................... This provides users with valuable information as they can analyze and compare data across the organization............... unified data source for reporting and data access............................ the Data Mart must be installed at the Primary Data Hub. The NICE Perform system enables organizations to capture..............106 Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3............. one Data Mart is configured on the Primary Data Hub for the entire organization..... Data Mart is required wherever My Universe or Reporter are installed.................. Since data from all the Data Hubs are stored in one central database.......... 87 Customizing Schedules . Since the Data Mart is a central repository of NICE database tables..............

you must select which databases in each Data Hub should be linked to the corresponding domains in the Data Mart. we recommend that you install only the domains that are required for the Applications or Reporter packages at the Data Hub. The default is every hour between 5:00 AM and 11:00 PM. The default is once a day at 1:00 AM. or a separate. Retention schedule: Determines when data which passed the Retention period is deleted. The Data Mart is built on the same host as all the NICE databases. In a Multi Data Hub environment. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. It is a read-only database which is populated with data from specific NICE databases. as follows: • • Population Schedule: Determines when the domains in the Data Mart are populated with data from the NICE databases. The NICE Perform Data Mart automatically retrieves information from individual Data Hubs. The value for the Retention period states how long the data must remain in the Data Mart. Data is structured into ‘domains’ corresponding to the various localized data sources in the NICE Perform system. The Administration domain must always be installed. The default is every Saturday at 2:00 AM.What is the Data Mart? What is the Data Mart? The Data Mart is a central repository of NICE database tables. you create domains to correspond with the databases that will store their data in the Data Mart. dedicated server. Then you create links between the databases and their corresponding domains. It is a read-only database which is populated with data from specific NICE databases. The Data Mart is a central repository of NICE database tables. See Install the NICE Domains on page 90 for details. See Customizing Schedules on page 96. • Reindex Schedule: Determines when the Data Mart rebuilds indexes for each domain. TIP: To avoid unnecessary workload on the Data Mart. See Architecture for Multi Data Hubs on page 85. When you build the Data Mart. the domains are populated with data from the corresponding databases. The Data Mart has three default schedules. Once information is transferred into a data mart domain it is available for reporting and retrieval by other systems. The default is 18 months. Instructions for building the Data Mart are provided in this guide.2: Databases Installation Guide (Rev A4) 82 . You can modify a default schedule or create a new schedule for a specific domain via the System Administrator application. When an SQL job runs. Building a Data Mart requires configuration procedures in the System Administrator application to specific databases. The Data Mart does not require a software installation.

See Install the NICE Domains on page 90. 5. (optional) To use NICE Perform’s Interaction Analytics feature. See Define Data Mart Properties on page 94. you can customize it as follows: • • • • • • Modify SQL job properties. 3. In a Multi Data Hub environment. See Define Data Mart Properties on page 94. See Modifying a Data Mart Schedule on page 97.2: Databases Installation Guide (Rev A4) 83 . 4. or KPI. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. See Creating a Customized Schedule on page 99. see Multidimensional Database Configuration for Interactions Analytics and My Universe on page 264. See Verify the Data Mart Installation on page 87. See Define Data Mart Properties on page 94. Link the Databases to the NICE Domains on page 92. Define a name for the Data Mart and select the SQL Server where the nice_dw database resides. Verify that the nice_dw database resides on one SQL Server. Determine the SNMP thresholds. Modify a default schedule.What is the Data Mart? Workflow When you build the Data Mart. Determine the displayed user name formats. Determine which databases will be linked to domains in the Data Mart. See Define Data Mart Properties on page 94. Install NICE domains in the Data Mart. Create a new schedule. you must follow these steps: 1. My Universe. This builds the structure of the Data Mart. Modify the number of days the Transfer Log is retained. this step must be repeated per Data Hub. See Define the Data Mart on page 88. 2. Customization Options After you build the Data Mart.

xls.What is the Data Mart? Data Mart Installation Guidelines The Data Mart database (nice_dw) must be installed on an SQL server. the Applications Server queries the NICE databases . the system queries the Data Mart directly. see the Database Server Installation Guide. During the configuration of the Data Mart.2: Databases Installation Guide (Rev A4) 84 . When a user runs a Business Analyzer query. Figure 5-1 Single Data Hub Architecture 2 1 Applications Server NICE Databases Data Mart Reporter Database 1 2 The Applications Server writes information to the NICE databases. This file lists the space requirement for databases at one Data Hub. The Data Mart is populated with data from the NICE databases at defined schedules (based on the Population Schedule SQL jobs). The following schematic displays a representation of Single Data Hub architecture.not the Data Mart. one Data Mart is configured. information is transferred as follows: • • • When a user runs a report. multiply the Data Mart value defined in the file by the number of Data Hubs. For details on installing databases. The Data Mart can reside on its own server or on the Database server. you must link the databases to their corresponding domains. In Data Hubs that include the Reporter. the Applications Server retrieves information directly from the Data Mart. the Reporter database and the Data Mart must be installed on the same server. This enables the Reporter/My Universe to return results quickly and efficiently. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. To determine the required space required for the Data Mart. How much space does the Data Mart require on the SQL server? NICE provides an Excel spreadsheet named DatabaseSizeCalculator. When a user runs a customized OLAP query (Online Analytic Processing). How is Information Transferred? In a single Data Hub environment. Single Data Hub Architecture In a single Data Hub environment.

The Data Mart must be installed at the Primary Data Hub. The Data Mart is populated with data from the NICE databases from each Data Hub at defined schedules (based on the Population Schedule SQL jobs). the Multidimensional databases and the Data Mart must be installed on the same server. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. the Applications Server writes information to the NICE databases. The Data Mart can reside on its own server or on the Database server. In Data Hubs that include the Reporter.What is the Data Mart? Architecture for Multi Data Hubs In an environment consisting of several Data Hubs. Figure 5-2 Multi Data Hub Architecture 2 1 2 Applications Server NICE Databases Data Mart Reporter Database 2 1 Applications Server NICE Databases 1 Applications Server NICE Databases 1 2 In each Data Hub.2: Databases Installation Guide (Rev A4) 85 . In Data Hubs that include Multidimensional databases. only one Data Mart should be installed for the entire organization. the Reporter database (for the local Data Hub) and the Data Mart must be installed on the same server. The following schematic displays a representation of Multi Data Hubs.

The information in the Data Mart is updated each time the Population Schedule SQL job runs. This enables the Reporter to return results from all the Data Hubs so that users can compare information between Data Hubs. Since all the information is stored in the Data Mart. the results display the information reflecting the last time the Data Mart was updated .not real-time information. Therefore.What is the Data Mart? How is Information Transferred? When a user generates a report. when a user generates a report. the Applications Server retrieves information directly from the Data Mart. the Reporter is not dependent on the network and is not overloading network resources each time a report runs. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 86 .

Install the NICE Domains: Build the domains in the Data Mart. expand the Database Servers branch. From the Settings menu. Define Data Mart Properties: Define SQL job properties. From the Accessories menu. you must perform the following steps: • • • • • Verify the Data Mart Installation: Verify that the nice_dw database resides on one SQL Server. 4. Figure 5-3 Database Servers . In the Organization tree. 3. When defining the Data Mart. the nice_IB database may also be installed. To add or edit components in the System Administrator. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. select System Administrator. Verify the Data Mart Installation Verify that the nice_dw database resides on the SQL Server. Link the Databases to the NICE Domains: Define which databases in each Data Hub will be linked to the corresponding domains in the Data Mart.2: Databases Installation Guide (Rev A4) 87 . If the Data Mart is was not installed with the other databases. 2. build one Data Mart to store data from the NICE databases in one central database. select Technician Mode. Define the Data Mart: Name the Data Mart and select the SQL Server where the nice_dw database resides. it will be necessary to run the Database Setup. To verify the Data Mart installation: 1. transfer log properties. SNMP alert properties and the displayed format of all user names. you must work in Technician Mode.Databases in this SQL Server NOTE: In a Financial Trading Floor environment. Log in to the NICE Perform Application Suite. see the Database Server Installation Guide. For details. Select the SQL Server where the Data Mart was installed and verify that the nice_dw database is selected for that server.Building the Data Mart Building the Data Mart In the Data Hub.

In a Multi Data Hub environment.2: Databases Installation Guide (Rev A4) 88 . From the Accessories menu. 3. select the Database (SQL) server where the Data Mart resides. IMPORTANT After the Data Mart is defined and the domains are installed (see Install the NICE Domains on page 90). From the Actions menu. From the Settings menu. The Add Data Mart Wizard starts. The Data Mart must be defined on the same SQL server where the nice_dw database resides. expand the Primary Data Hub branch and select the Data Marts branch. To add or edit components in the System Administrator. 2. you must work in Technician Mode. select New Data Mart. 6. the Data Mart must be defined in the Primary Data Hub. The Data Mart name appears below the Data Marts branch in the Organization tree. In the Organization tree. 7. it is strongly recommended that you do not delete the Data Mart database or the Data Mart definition in System Administrator. this procedure must be completed using the Primary Data Hub. The General tab of the Data Mart appears in the Details pane. Click OK. To define the Data Mart: 1.Building the Data Mart Define the Data Mart Define one instance of the Data Mart in your Data Hub. Figure 5-4 Data Mart Add Wizard 5. select System Administrator. not one of the Secondary Data Hubs! 4. IMPORTANT In a Multi Data Hub organization. select Technician Mode. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. Enter a name for the Data Mart. Log in to the NICE Perform Application Suite. From the Database Server drop-down list.

2: Databases Installation Guide (Rev A4) 89 .Building the Data Mart Figure 5-5 System Administrator .Data Repository. General Tab Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.

NIF. The Administration domain must be installed. All other domains are optional. QM Audio Analysis Administration This domain must always be installed! Reporter: QM Package Reporter: Coaching Reports Reporter: Feedback (NIF) Package Reporter: Audio Analysis Package Reporter: ScreenSense Package Reporter: CTI Package Reporter: Interactions Classification Package Reporter: Interaction Playback Requests Package QM QM Interaction. Install those domains that are required for My Universe and for specific Reporter packages. Audio Analysis Interaction. To install the domains: 1. QM. CTI Interaction. NIF. you can: • • Modify their job schedules as needed. Click New > NICE Domains. Domains Tab 3. 2. Interaction. QM. QM Interaction. Rule IB After the domains are installed. The Install NICE Domains window appears. ScreenSense. NIF. From the Data Marts branch.Data Repository. CTI Interaction. as follows: Application/Package Name My Universe Quality Optimization Reporter: User Admin Package Required Domain Administration. Figure 5-6 System Administrator . See Customizing Schedules on page 96. NIF. View the complete lists of tables and columns.2: Databases Installation Guide (Rev A4) 90 . Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. Click the Domains tab.Building the Data Mart Install the NICE Domains Determine which NICE domains will be installed in the Data Mart. select the defined Data Mart.

The domains are installed one by one and the progress bar displays the installation process. it is strongly recommended that you do not delete the Data Mart database or the Data Mart definition in System Administrator. Select the checkboxes for each domain that will be installed in the Data Mart. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. 5. NOTE: In a Financial Trading Floor environment. Figure 5-8 Installed Domains IMPORTANT After the Data Mart is defined and the domains are installed (see Install the NICE Domains on page 90). 6.2: Databases Installation Guide (Rev A4) 91 . Click Install. the IB domain may also be installed. The installed domains appear in the Domains tab. You must select the Administration domain. Click Close when the installation is completed.Building the Data Mart Figure 5-7 Install NICE Domains 4.

In the Organization Site Domains area. From the Data Marts branch. select the defined Data Mart. The Administration and Rules domains can be linked to corresponding databases from one Data Hub only (usually the Primary Data Hub).Data Repository.2: Databases Installation Guide (Rev A4) 92 . Sites Tab 3. link the databases to their corresponding domains. To link the domains to the databases at a Data Hub: 1.Building the Data Mart Link the Databases to the NICE Domains Determine which domains should be populated with data from the corresponding databases. Click the Sites tab. Linking Domains in a Multi Data Hub Environment In a Multi Data Hub environment. All other domains can be linked to databases from all Data Hubs. 2. Figure 5-9 System Administrator . the system does not allow you to link the domains to databases in other Data Hubs. select a Data Hub. After you link these domains to databases in one Data Hub. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. one Data Hub at a time.

Building the Data Mart

Figure 5-10

System Administrator - Data Repository, Sites Tab

Select a Data Hub

Select the databases

4. In the Domains area (the bottom area), select the databases that should be linked to the

corresponding Data Mart domains for the selected Data Hub.
5. Repeat this procedure for each Data Hub. 6. Click Save

.

After the domains are linked, you can expand a Data Hub to view the domains that will be populated.
Figure 5-11 System Administrator - Data Repository, Sites Tab

TIP:

• •

To redefine the links, click Recreate Links and repeat this procedure again. If NICE passwords to a database were changed, click Recreate Links and repeat this procedure again.

Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

93

Building the Data Mart

Define Data Mart Properties
The Data Mart has default properties which can be customized for your Data Hub, as follows:
Properties SQL Job You can define: The number of times a job will retry to run after a failure The retry interval The path to the job’s log file Transfer Log SNMP Alerts Maximum number of days the data is retained. After this value passes, the data is deleted. Determine thresholds for the following alerts:

• • •

Database Free Space Warning alert Database Free Space Error alert Database Log Space Error alert

To define Data Mart properties: 1. In the Data Marts branch, select the defined Data Mart. 2. Click the Options tab.
Figure 5-12 System Administrator - Data Repository, Options Tab

3. In the SQL Job Properties area, define the following:

In the Max Retry Attempts field, enter the number of times a job will retry to run after a failure occurs. In the Retry Interval field, enter the number of minutes that the system will wait before retrying to run a job.
Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 94

Building the Data Mart

In the Job Log File Path field, browse to the folder where the log file will be stored.
4. In the Transfer Log Properties area, enter the maximum number of days that the Transfer

Log will be retained. After this number of days pass, the data is deleted from the log.
5. In the SNMP Alert Properties area, enter the threshold for each alert. After this threshold is exceeded, and your site has an NMS installed, a trap is sent to the NMS. 6. Click Save

.

Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

95

Customizing Schedules

Customizing Schedules
The Data Mart provides three default schedules for the domains. These schedules reflect three SQL jobs.

• •

Population schedule: Determines when the domains are populated with data from the corresponding databases. The default is every hour between 5:00 AM and 11:00 PM. Retention schedule: Determines when data which passed the Retention value is deleted. The default is once a day at 1:00 AM. The Retention value states how long the data must remain in the Data Mart. The default is 18 months.

Reindex schedule: Determines when the Data Mart rebuilds indexes for each domain. The default is once a week - on Saturday at 2:00 PM.

These three schedules are applied to all domains except the Administration and Rules domain. These domains require the Population schedule only. You can customize a domain’s schedules in several ways:

You can modify one of the default schedules. All the domains that are associated with the schedule will be affected by the change. See Modifying a Data Mart Schedule on page 97.

IMPORTANT Before modifying a Data Mart Population schedule, take into consideration potential implications. For example, in an environment with a large volume of calls, decreasing the amount of times per day that the schedule is run may cause a serious backlog. In this case, the Data Mart will not be up to date and will cause reports to display data not up to date.

You can create a customized schedule and apply the schedule to one or several domains. See Creating a Customized Schedule on page 99 and Selecting Schedules for a Domain on page 100.

IMPORTANT The default retention schedule for each domain is 550 days (18 months). When configuring the Data Mart for live Data Hubs that are older than 550 days, you must extend the retention value for each domain (except the Administration and Rule domains) to a value that exceeds the amount of time that data is currently stored in the databases. After the jobs run and the data is merged, you can change the retention value back to a value that matches the retention policy at the Data Hub. For example, the database at your Data Hub already contains 3 years of data. Therefore, change the retention value to a value greater than 1080 days. See Selecting Schedules for a Domain on page 100.

Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

96

Customizing Schedules

Modifying a Data Mart Schedule
When you modify the properties of a schedule, all domains associated with the schedule are affected by this change.
To modify a schedule: 1. In the Data Marts branch, select the defined Data Mart. 2. Click the Schedules tab.
Figure 5-13 System Administrator - Data Repository, Schedules Tab

3. Double-click a schedule (or select a schedule and click Edit

). The Schedule Details

window appears.
Figure 5-14 Schedule Details

4. In the Recurring Details area, define how often the action occurs.

If you select Daily: Define how often the action occurs. If you select Weekly: Define how often the action occurs and the days of the week on which it will occur. If you select Monthly: Define how often the action occurs and on which days it will occur.
5. In the Daily Frequency area, define how often within a day the action occurs.

Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

97

Click OK. You can select No end date to keep the action open-ended.2: Databases Installation Guide (Rev A4) 98 . 7. In the Duration area. define the start date and end date. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.Customizing Schedules 6.

click New Schedule. The Schedule Details window appears. 2. customized schedules.Customizing Schedules Creating a Customized Schedule In addition to the three default schedules. c. See Selecting Schedules for a Domain on page 100. In the Data Marts branch.2: Databases Installation Guide (Rev A4) 99 . Name the schedule. click Add. double-click a domain. you can create new. 3. 4. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. Define schedule properties. In the Domain Wizard. To apply the schedule to a domain. To create a customized schedule: 1. Later. select the defined Data Mart. Click OK. See Modifying a Data Mart Schedule on page 97. you can apply a new schedule to a domain. Figure 5-15 Schedule Details Define as follows: a. -or- In the Domains tab. see Selecting Schedules for a Domain on page 100. b. In the Schedules tab.

define a retention value greater than 0. data is not retained in the domain at all! When configuring the Data Mart for live Data Hubs that are older than 550 days. double-click a domain (or select a domain and click Edit ). In the Domains tab. you can apply different schedules to a specific domain.2: Databases Installation Guide (Rev A4) 100 . Retention and Reindex. customized schedules.) If you created additional.Customizing Schedules Selecting Schedules for a Domain All domains (except the Administration and Rules domains have three default schedules Population. 2. In the Data Marts branch. See Viewing Synchronization Details on page 104 for further instructions. To create a customized schedule for a domain: 1. Figure 5-16 Domain Wizard Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. you must extend the retention value for each domain (except the Administration and Rule domains) to a value that exceeds the amount of time that data is currently stored in the databases. After the jobs run a sufficient number of times for the Data Mart to be up to date. you can then change the retention value back to a value that matches the retention policy at the Data Hub. The Domain Wizard window appears. select the defined Data Mart. Enter 0 in the Retention field. For all other domains. keep in mind: • • • The Administration and Rules domain do not require a retention value. (The Administration and Rules domains require a Population schedule only. If you enter 0 in the Retention field. IMPORTANT When defining a Retention value for a domain.

2: Databases Installation Guide (Rev A4) 101 . it will delete data that is older than the Retention value. For all domains other than Administration and Rules.Customizing Schedules 3. Click OK. In the Commands area. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. change the number of days in the field. See Creating a Customized Schedule on page 99. To define a new Retention value. data is not retained in the domain at all! 6. 4. To create a new customized schedule. If you enter 0 in the Retention field. This list includes all new schedules. This means that each time the Retention job runs. define a retention value greater than 0. 5. click New Schedule and create a new schedule. select a schedule from the drop-down list of schedules.

Monitor Tab. To view the job history of one SQL job. The job step details appear in the History area. Monitor Tab 3. Figure 5-18 System Administrator .Data Repository. you can start/stop a job or enable/disable a job. select the Data Mart. Figure 5-17 System Administrator . In the Data Marts branch. History TIP: Click Refresh to update the history information.Monitoring SQL Jobs Monitoring SQL Jobs You can view details about each SQL job in the Monitor tab. To view the SQL jobs: 1.Data Repository. Click the Monitor tab. select the job. In addition. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 102 . 2.

2: Databases Installation Guide (Rev A4) 103 .Monitoring SQL Jobs To start/stop a job • Select a job in the SQL Jobs area and click Start Job or Stop Job. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. To enable/disable a job • Select a job in the SQL Jobs area and click Enable or Disable.

Figure 5-19 System Administrator . To view detailed transfer data. Click the Logs tab. You can sort the list according to column headings. To view synchronization details: 1. you can view detailed transfer history per log including the number of rows that were populated per table. you can view details about each log. 2. Logs Tab The Synchronization Details area displays a list of each log with the following information: • • • • • Link Name: The Data Hub from which the data was imported. The Transfer Data History area displays transfer data for each row in a table. Domain: The domain from which the data was imported. Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. double-click a log. In the Data Marts branch. In addition. including the last sync time. Sync Date: The date when the data was imported. Last Sync Value: The number/date of the last value that was imported. Table: The table from which the data was imported.2: Databases Installation Guide (Rev A4) 104 . 3.Viewing Synchronization Details Viewing Synchronization Details In the Logs tab. select the Data Mart.Data Repository.

Data Repository. Logs Tab Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3.Viewing Synchronization Details Figure 5-20 System Administrator .2: Databases Installation Guide (Rev A4) 105 .

storage. profiles and access privileges. Contains results of interactions analyzed for word spotting. duration. emotion levels and talk-overs. etc. Contains audit trail information on user activities indicating what actions were performed. Contains data pertaining to Playback Organizer Contains information on captured interactions including participants. Name * Administration Description Contains system administrative information on users. related interactions. Domains associated with optional NICE Perform solutions are only created in the Data Mart when that solution is installed. Remote Data Source nice_admin * Audio Analysis nice_ca Audit nice_audit * CTI nice_cti_analysis IB * Interaction nice_ib nice_interactions NIF Quality Management (QM) * Rule nice_pbs_data nice_qa nice_interactions Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. Domains containing information that is not required for reporting or export to other systems may optionally be removed from the Data Mart to reduce data storage requirements. exceptions. analysis and classification rules used by the system. Contains customer feedback surveys and responses. who performed them and when. recording details and custom rules.What are the Data Mart Domains? What are the Data Mart Domains? The NICE Perform Data Mart consists of nine data domains. Contains the scoring.2: Databases Installation Guide (Rev A4) 106 . transfer count. forms and coaching packages. Contains information on CTI events for interactions such as hold time. The following table provides information on the content of the NICE Data Mart domains and their associated remote NICE databases: NOTE: Mandatory domains are indicated by an asterisk (*). agents. groups. Contains evaluation scores. and transcriptions of interactions.

What are the Data Mart Domains? Name ScreenSense Description Contains information on captured screen events including event description.2: Databases Installation Guide (Rev A4) 107 . Contains data pertaining to archived voice interactions. time. Remote Data Source nice_screen_sense Storage Center nice_storage_center Chapter 5: Configuring the Data Mart Server NICE Perform ® Release 3. source and value.

.Blank page for double-sided printing.

6 Configuring the Multidimensional Databases After installing the nice_as_text_analysis........... Configuring the Data Mart Server on page 81.... you must first set up and configure the Data Mart in the NICE Perform System Administrator....2: Databases Installation Guide (Rev A4) 109 ........ 116 Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. NOTE: Before configuring the nice_as_text_analysis. nice_as_my_universe... you must configure them in the NICE Perform System Administrator... and nice_as_kpi databases.......... 110 Verifying Connection to the Multidimensional Databases..... and the nice_as_kpi multidimensional databases. nice_as_my_universe... For full details see Chapter 5........ Contents Configuring the Multidimensional Databases in the System Administrator.

You can also enable SQL Analysis Services after installing the SQL Server by defining the SQL Analysis Services as a service. To configure the multidimensional databases in the System Administrator: 1.2: Databases Installation Guide (Rev A4) 110 . You install the nice_as_text_analysis. 2. Figure 6-1 System Administrator To add components in the System Administrator. nice_as_my_universe. select System Administrator. and the nice_as_kpi multidimensional databases. The nice_as_text_analysis. Log in to the NICE Perform Application Suite. select Technician Mode. Multidimensional databases use cubes to provide analytic capabilities. see the Microsoft SQL Server 2005 for NICE Perform or Microsoft SQL Server 2008 for NICE Perform Guide. In the Organization Tree. These databases are installed on the SQL Server 2005 or SQL Server 2008 Analysis Services and are used in conjunction with the NICE Perform ClearSight and My Universe applications respectively. you must work in Technician Mode. navigate to Master Site > Data Marts. you must first do the following: • Enable the SQL Analysis Services. nice_as_my_universe. You enable the SQL Analysis Services when you install SQL Server 2005 or SQL Server 2008 using either the NICE SQL Auto Setup or the standard Microsoft manual installation. For details. and nice_as_kpi databases are the only databases in the NICE Perform Database Suite that are multidimensional databases. all other databases are relational databases. and nice_as_kpi databases on the Data Mart Server. Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. Install the multidimensional databases. the nice_as_my_universe. From the Accessories menu. NOTE: • • • You can install only one Analysis Services database on one Data Mart Server. Figure 6-2 Technician Mode 3. From the Settings menu. NICE uses the nice_as_text_analysis.Configuring the Multidimensional Databases in the System Administrator Configuring the Multidimensional Databases in the System Administrator If you want to use NICE Perform’s Interactions Analytics feature.

From the right-click menu select Add Analysis Server.2: Databases Installation Guide (Rev A4) 111 . Figure 6-5 New Analysis Server Wizard Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. Select your Data Mart Server.Organization Tree 4. Figure 6-4 Right-click Menu The New Analysis Server Wizard appears.Configuring the Multidimensional Databases in the System Administrator Figure 6-3 System Administrator .

Click OK. The Analysis Server Identity window appears displaying the new Analysis Services database. The Cubes area lists the cubes used in the multidimensional databases.General Tab 7.2: Databases Installation Guide (Rev A4) 112 . Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. Mart Server IP address. enter the Data Mart Server name or the Data 6.Configuring the Multidimensional Databases in the System Administrator 5. b. In the Analysis Server Name field. NOTE: The Last Process Date column will remain empty until the first time the Analysis Services cubes are populated. Click the Monitor tab. enter a name for your Analysis Services. In the Analysis Server Location field. NOTE: You can change the Analysis Server name or location at any time. 8. Figure 6-6 System Administrator . Enter the following information: a.

Stops the selected SQL job. Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. The functions of the buttons located in the SQL Jobs area are as follows: Button Name Refresh button Disable button Run button Stop button Schedule button Function Refreshes the display of the Monitor window.Monitor Tab 9. Starts the selected SQL job. The SQL Job History area displays a list of the jobs that were previously run.Configuring the Multidimensional Databases in the System Administrator Figure 6-7 System Administrator . The SQL Jobs area lists the name(s) of the SQL job(s) that populate/repopulate the Analysis Services cubes.2: Databases Installation Guide (Rev A4) 113 . Enables you to define schedules for the selected SQL job (see Defining Schedules for SQL Jobs below). Disables/enables the selected SQL job.

Click the Monitor tab. 2. The Edit Schedule window appears. and select the server on which the Analysis Service is located.2: Databases Installation Guide (Rev A4) 114 . In the Organization Tree. navigate to Master Site > Data Marts. Click the Schedule button.Monitor Tab Schedule Button 3. Figure 6-9 Edit Schedule Window Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. Figure 6-8 System Administrator .Configuring the Multidimensional Databases in the System Administrator Defining Schedules for SQL Jobs To define schedules for SQL jobs: 1.

2: Databases Installation Guide (Rev A4) 115 .every day at 22:00 (10:00 PM).Configuring the Multidimensional Databases in the System Administrator 4. Nice AS Process Text Analysis .every hour beginning at 06:30. Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. Process KPI Hourly schedule . NOTE: The default settings for the SQL jobs are as follows: • • • • Process KPI Daily schedule .every four hours beginning at 05:30 AM. Make the desired changes and click OK. Nice AS Process My Universe .every day at 02:00 AM.

If you are unable to establish connection. and even if they are both installed on the same server. Detailed procedures for verify connection and for defining domain user roles are described in Appendix B. it is highly recommended to verify that the NICE Perform Applications are able to connect to the multidimensional databases.2: Databases Installation Guide (Rev A4) 116 . you must define the domain user roles in the Analysis Services Management Studio. Chapter 6: Configuring the Multidimensional Databases NICE Perform ® Release 3. Therefore. Establishing Access to the Multidimensional Databases on page 175.Verifying Connection to the Multidimensional Databases Verifying Connection to the Multidimensional Databases IMPORTANT You can only verify connection between the multidimensional databases and the NICE Perform Applications after you have installed and configured the NICE Perform Applications. try to establish connection between the NICE Perform Applications and the multidimensional databases. If you installed any of the NICE Perform multidimensional databases. after installing and configuring the NICE Perform Applications. even though the Database Installation program was completed successfully.

in order to maintain database integrity. Multidimensional Databases . DO NOT uninstall the relational databases via the SQL Server Management Studio. • • WARNING When you uninstall one or more of the databases. it is highly recommended to always uninstall all NICE Perform databases. However. see Chapter 3. Installing the NICE Perform Database Suite on page 39. or use the uninstall procedures described in this chapter.when uninstalling the NICE Perform relational databases. IMPORTANT • Relational Databases . Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3. use only the procedures described in this chapter. The uninstall program allows you to uninstall one or more NICE Perform databases. you lose all data archived in that database (see detailed Warning on page 119). For installation procedures.7 Uninstalling Databases from the Database Suite This chapter describes the procedures for uninstalling one or more of the databases in the NICE Perform Database Suite databases.2: Databases Installation Guide (Rev A4) 117 .you can uninstall the NICE Perform multidimensional databases directly from the SQL Management Studio by selecting the database and selecting Delete from the right-click menu.

Click Yes. The NICE Database Suite . In the Start menu. The Add/Remove Programs . Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3. Figure 7-1 Add/Remove Programs Window 2.To uninstall NICE Perform Database Suite database(s): 1. The Add/Remove Programs window appears. select Settings > Control Panel > Add/Remove Programs .Confirmation window appears. Select NICE Database Suite. Figure 7-2 Add/Remove Programs .2: Databases Installation Guide (Rev A4) 118 .Uninstall Type window appears. and click the Remove button.Confirmation Window 3.

you must select non-removal of NICE Databases. The Type of Database window appears. If you want to remove the contents of the database and the database itself.Uninstall Type Window NOTE: The option you select in the above window will affect only the database(s) you select to uninstall in the Database Properties window (see Figure 7-6 and step 9 on page 122). 5. Click Next. select non-removal of NICE Databases. WARNING When you select Complete removal of NICE Databases. If you want to uninstall only the DBSetup software but leave the database itself intact. If you want to uninstall only the DBSetup software but not the database itself. select Complete removal of NICE Databases. 4. the uninstall program deletes the contents of the selected database and the actual database itself.2: Databases Installation Guide (Rev A4) 119 .Figure 7-3 NICE Database Suite . Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3.

The SQL Server Connection Properties window appears. To uninstall one or more of the relational databases. 7. Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3.Figure 7-4 Type of Database Window 6. or select the Multidimensional Databases checkbox and delete the databases using this uninstall program. NOTE: To uninstall one or more of the NICE Perform multidimensional databases. select SQL Relational Databases.2: Databases Installation Guide (Rev A4) 120 . you can select the database in the SQL Management Studio and select Delete from the right-click menu. Click OK.

Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 121 . If you want to connect to an instance other than the default instance.Figure 7-5 SQL Server Connection Properties Window 8. the Connect Using fields are disabled. NOTE: If you did not define a unique sa User password. Click Next. Type your password in the Password field. The Databases Properties window appears. the default SQL instance appears in the Server field. a. b. If you selected SQL Server Authentication. type the instance name in the Server field. If you selected Windows (NT) Authentication. and click Next. Select either Windows (NT) Authentication or SQL Server Authentication. leave the Password field blank.

the Running Processes window appears (see Figure 7-7 and step 10). Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3. If any of the processes connected to the database(s) you selected to uninstall are running. the uninstall program continues with step 12.2: Databases Installation Guide (Rev A4) 122 . If there are no running processes. IMPORTANT In order to maintain database integrity. it is highly recommended to always uninstall all NICE Perform databases.Figure 7-6 Databases Properties Window 9. Select the database(s) you want to uninstall and click Next.

WARNING If you run the uninstall program while an application is connected to the selected database(s). you must then find and delete the remaining components manually.Figure 7-7 Running Processes Window List of Applications Currently Connected to the Selected Database 10. as in Figure 7-7 above. 12. select the application and click the Kill Connection button. You must disconnect all applications that appear in the Running Processes window before running the uninstall program. 11. The Running Processes window lists applications currently connected to the selected database. The Uninstall Progress window appears. To disconnect a connected application.2: Databases Installation Guide (Rev A4) 123 . Click Next. the uninstall program will not completely uninstall the database(s). Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3.

You are prompted to confirm uninstalling the databases.2: Databases Installation Guide (Rev A4) 124 . remove them manually. 15. Chapter 7: Uninstalling Databases from the Database Suite NICE Perform ® Release 3. The uninstall program deletes the selected database(s). If any databases were not deleted. Click OK. Upon completion. the Successfully Completed window appears.Figure 7-8 Uninstall Progress Window 13. Click Uninstall. NOTE: It is recommended to verify that all the NICE Perform databases were deleted from the SQL Server. 14. Click Yes.

................................................130 Checking Free Space in the Database .....................................................................128 Checking SQL Jobs......................................137 Scanning the Disk for Errors ...................................132 Checking the SQL Server Installation Folder...........................129 Checking for Missing Databases ..........................................................128 Checking the Windows Event Viewer .........................................................................................................................131 Verifying the Log on as a Service User Rights Assignment................128 Checking the SQL Server Error Logs and Events ...................................... For full assistance.................... and offers probable solutions.............................................................................................................................139 Changing the Database Passwords in SQL Authentication ........ IMPORTANT These procedures must be perform only by authorized personnel..........8 Troubleshooting: Databases This chapter describes some of the most common problems that may arise during and after installing the NICE Perform databases.......................................................129 Checking the Connection to the NICE Perform Database Server ..................135 Monitoring Performance Objects and Counters........2: Databases Installation Guide (Rev A4) 125 ............................. Contents General Databases Troubleshooting Flow .127 General Considerations .......................................................................129 Checking the Database Connections . contact NICE Systems Customer Services...................................................................139 Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3................................136 Checking for Performance Problems ........................................................................................................

.......................................................................................................2: Databases Installation Guide (Rev A4) 126 ..........143 Checking Performance Using the NICE Performance Collector ......................................................Checking the Database Backup ...............142 Increasing the Size of a Database....................................146 Verifying Database Space Using the NICE DBSpace Utility.148 Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3......................144 Defining Autogrowth ..........................................................................................

Each step in the workflow is a section in this chapter. the following workflow lists the steps to isolate the problem.2: Databases Installation Guide (Rev A4) 127 . Figure 8-1 General Databases Troubleshooting Flow Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.General Databases Troubleshooting Flow General Databases Troubleshooting Flow If you experience a problem with databases.

and Filter options as required.General Considerations General Considerations Before attempting to troubleshoot any database problems. did this resolve the problem? Checking the Windows Event Viewer In is often recommended to look for errors in the Windows Event Viewer.2: Databases Installation Guide (Rev A4) 128 . To check the SQL Server Error Logs and Events: 1. Navigate to your SQL Server 2005/2008 instance. 2. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. when was the installation performed? How long after the installation did the problems appear? For upgrades. NOTE: These error messages are also displayed in the SQL Server Log files. 4. when was the upgrade performed? Did the problems arise before or after the upgrade? Were there any changes to the environment that might have influenced the system? If yes. Use the Export. 3. How often does the problem occur? Are the circumstances similar? Is the problem reproducible? If yes. Double click on any of the log files. These will better enable you to analyze your problems and determine if the issues are indeed related to the database. • Is this a new installation or an upgrade of an existing system? • • • • • • For new installations. SQL Server error logs and Windows event logs. Connect to the SQL Server Management Studio. what were the steps? Were the Servers restarted? If yes. Search. Checking the SQL Server Error Logs and Events You can use the Log File Viewer to check the SQL Server Agent logs. 5. I/O errors are the most common when dealing with read/write errors to and from the database. Navigate to Management > SQL Server Logs. as described in the next section. it is advisable to consider the issues listed below. check these changes first.

2. Verify the job outcome. On the Applications Server. 5.ConnectionString value=<DB Server Name> . Checking the Connection to the NICE Perform Database Server Check the connection to the Database Server making sure you use the name configured on the NICE Applications Server. In the NiceApplications. Navigate to D:\Program Files\NiceSystems\Applications\ServerBin. This is especially relevant for sites in which numerous jobs run during off-hours. Check the job history to verify if all previous jobs have run successfully. as a job may be successful even if internal steps have failed. search for SystemFramework.Checking SQL Jobs Checking SQL Jobs Use the SQL Server to check that jobs are configured correctly and that they run properly. In the SQL Server Management Studio. On the Applications Server: a. To check SQL jobs: 1. To check the database connections: 1.exe. 4. navigate to SQL Server Agent > Jobs. c. Verify that numerous jobs have not been configured to run at the same time.2: Databases Installation Guide (Rev A4) 129 . To check the connection to the NICE Database Server: 1. Failed jobs are identified by an error icon .SystemAdministrator.Host. 3.config file. b. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. In the SQL Server Management Studio navigate to Management > Activity Monitor. Checking the Database Connections Use the SQL Server to check the database connections listed below. In the right-click menu select View Process. ping the Database Server using the host name and IP address. Verify that the job durations are reasonable (may vary from job to job). -or2. 2. Ping the Database Server using this name. This is the Database Server name defined in the application.DataAccess.

excessive connections. navigate to Master Site > Database Servers > Databases and verify that all five mandatory databases are selected: • • • • • nice_admin nice_audit nice_ca nice_interactions nice_rule 2. b.Checking for Missing Databases 3. Check the Activity Monitor as follows: a. In the Object Explorer. To check for missing databases using the System Administrator: NOTE: It is recommended not to work in Technical Mode in order to prevent making unintentional changes to the database configuration. verify that all the optional databases that are supposed to be installed at your site are also selected. Specify a filter with Blocking Type = Blocked. To check for missing databases using the SQL Server: 1. Click Apply filter. Click the Filter button. 2. b. In addition. In the System Administrator. navigate to Databases and verify that the mandatory and optional databases are listed and that the tables for each one contains data. Checking for Missing Databases You can check for missing databases using either the System Administrator or the SQL Server. Any non-zero value in these two columns indicates an error (a deadlock). Filter the Activity Monitor for blocked processes as follows: a. Each row in this list represents a database connection. Connect to the SQL Management Studio. Verify that no database has 4. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. and then click OK.2: Databases Installation Guide (Rev A4) 130 . 1. c. Scroll to the Blocked By and Blocking columns.

navigate to Master Site > Database Servers > Databases and select each database to see the used and free space percentages. From the right-click menu select Properties. In the NICE System Administrator. NOTE: The space available relates to the free space of the entire database. -or5. To check free database space: 1. Navigate to Databases and select the relevant database. c.Checking Free Space in the Database Checking Free Space in the Database Check to see if the size of the database is sufficient. Use the Nice DBSpace utility to check the database space (see Verifying Database Space Using the NICE DBSpace Utility on page 148). b. -or3. and does not distinguish between the sizes of the Data files and the Log files. Check the NMS alarms. a. Connect to the SQL Server Management Studio. The usage is displayed graphically and indicates both the Data files and the Log files separately. In the General page check Space available. -or2. NOTE: It is recommended not to work in Technical Mode in order to prevent making unintentional changes to the database configuration. Right-click the database and select Reports > Standard reports > Disk usage.2: Databases Installation Guide (Rev A4) 131 . -or4. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. There are several ways to check the free space in the NICE Perform databases.

open the Services window.Verifying the Log on as a Service User Rights Assignment Figure 8-2 NICE System Administrator -or6.2: Databases Installation Guide (Rev A4) 132 . There are two steps: • • Verifying the Service Account (see page 132) Verifying Domain Users Assigned to the User Rights Assignments (see page 133) Verifying the Service Account To verify the service account: 1. 3. 2. Use Nice DBSpace to check the database space. The Properties window appears. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. make sure your user has the Log on as a service User Right Assignment. and select the service that you cannot access. In the Computer Management window. Click the Log On tab. From the right-click menu select Properties. Verifying the Log on as a Service User Rights Assignment If a service does not start.

and select Log on as a service.2: Databases Installation Guide (Rev A4) 133 .Verifying the Log on as a Service User Rights Assignment Figure 8-3 MSSQLSERVER Properties Window 4. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. In the Control Panel navigate to Administrative Tools > Local Security Policy > User Right Assignments. The domain account and the domain user appear in the This Account field. Verifying Domain Users Assigned to the User Rights Assignments To verify domain users assigned to the User Rights Assignments: 1.

From the right-click menu select Properties.Verifying the Log on as a Service User Rights Assignment Figure 8-4 Local Security Settings Window 2. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 134 . The Log on as a service Properties window appears.

Checking the SQL Server Installation Folder Figure 8-5 Log on as a service Properties Window Domain User for NICE Services Used in the Example in Chapter 1 Domain User for SQL Services Used in the Example in Chapter 1 3. c.2: Databases Installation Guide (Rev A4) 135 . To check the SQL Server installation folder: • In Windows Explorer: a. Verify that the domain user that appears in Figure 8-3 appears in the list. Click the General tab. d. Navigate to the SQL Server installation folder. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. select Properties. verify if the SQL software may be installed on a compressed folder. Click Advanced. All domain users defined with Log on as a service policy are listed. In the right-click menu. Checking the SQL Server Installation Folder If there are SQL I/O problems. b.

Monitoring Performance Objects and Counters You can use the Performance Monitor to check the activity on the SQL Server.Monitoring Performance Objects and Counters Figure 8-6 Advanced Attributes Window e. In the Run window enter perfmon and click OK. Click the Add button . For each object listed in the table below. 2. To monitor performance objects and counters: 1. Ensure that Compress contents to save disk space is not selected. The Performance window appears. 3.2: Databases Installation Guide (Rev A4) 136 . do the following: Object Processor Memory PhysicalDisk Counters %Processor Time Pages/sec %Disk Time Avg Disk Queue Length Avg Disk Write Queue Length Avg Disk Read Queue Length Disk Read/sec Disk Write/sec Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.

d. Connect to the computer on which the SQL Server is installed. g. select TSQL. e. f. Check the results for irregularities. the table above. Scroll down to the TSQL. From the Performance Object drop-down list. b. Select Show all events and Show all columns. Checking for Performance Problems You can check for performance problems in several ways. Use SQL Profiler to run a trace: a. Click the View Report button . Select All instances if it is enabled. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. 6. Click Close. Select Select counters from list and select the counter corresponding to that object in c. 5.2: Databases Installation Guide (Rev A4) 137 . 4. The Trace Properties dialog box appears. d. select the object listed in the table. To check for performance problems: 1. select Programs > Microsoft SQL Server > Performance Tools > SQL Server Profiler. b.Checking for Performance Problems Object SQL Server:BufferManager SQL Server:MemoryManager Counters Buffer catch hit ratio Page life expectancy SQL Cache Memory Total Server Memory a. The object you selected is added to the Performance chart. In the Use The Template name drop-down list. In the File menu. c. In the Start menu. click New Trace. Click Add. Click the Events Selection tab.

Figure 8-7 Edit Filter Window j. would cause the filter to show only those queries that take longer than one second to run. Only information satisfying the filter is captured. To check database consistency. Clear Audit Login and Audit Logout. l. Ensure that the following events are selected: • • • i. The Edit Filter window appears. b. in the SQL Query Analyzer. run the following query using the following syntax: dbcc checktable (table name). m. k. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. n.2: Databases Installation Guide (Rev A4) 138 . Click Run to run the trace. A value of 1000 milliseconds. SQL:StmtStarting For each of these event classes. To check the tables. and scroll up to Security Audit. -or2. Select the Duration filter. Select Greater than or equal to and enter a value. SQL:BatchStarting SQL:StmtCompleted. The SQL Server Profiler enables you to view the trace data.Checking for Performance Problems h. run the following query using the following syntax: dbcc checkdb (database name). for example. Remain in the Events Selection tab of the Trace Properties window. run the following commands: a. click Column Filters. To check consistency and integrity for different tables and databases.

2: Databases Installation Guide (Rev A4) 139 .this password the same privileges as the Microsoft SQL Server sa user. Scanning the Disk for Errors To scan the disk for errors: 1. after completing the entire site installation. The nice and nice sa passwords are stored in encryption in the tblDbPassword table in the nice_admin database. or in a live production system. You can use a different nice password for each SQL Server. nice . 3. you must update the password using the System Administrator to ensure that the passwords are updated in all these locations.Scanning the Disk for Errors c. Changing the Database Passwords in SQL Authentication It is generally recommended to change the user passwords after installation. 2. You can change the passwords after the DBSetup installation. Since passwords are kept in several places. See Checking Performance Using the NICE Performance Collector on page 144. On the SQL Server. and then click Check Now. There are two passwords: • nice sa . run a disk scan on the drives where the data and log files are located. The nice password is also stored in encryption in the System Administrator configuration file. Select the drive. Click the Tools tab. and from the right-click menu select Properties. Verify that the value for Scan Density [Best Count:Actual Count] is greater than 60%. run the following query using the following syntax: dbcc showcontig (<table name>) with all_indexes. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. To check table index fragmentation. Use Nice Performance Collector to check the performance. and is used for the following tasks: • • • • Changing passwords Replication Linking servers (such as Data Mart) The nice sa password must be identical across all SQL Servers. -or3.this password is used as a connection string for all NICE applications to the database.

To use a blank password. The password is changed on all SQL Servers in both the Primary and the Secondary Data Hubs. select SQL Server Security. To change the nice sa login password: 1. select Blank Password. Enter and confirm the new password. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. 2.2: Databases Installation Guide (Rev A4) 140 . From the Actions menu.Changing the Database Passwords in SQL Authentication Figure 8-8 System Administrator Configuration File Changing the nice sa Login Password IMPORTANT • • You must work in Technician Mode to change the password. Figure 8-9 SQL Server Security Window for nice sa Login Make Sure You are in the Security Window for nice sa Login 3. You must remove all replication before changing the password. under Master Site select Database Servers. 4. Click OK. The SQL Server Security window for nice sa login appears. In the System Administrator. 5.

To use a blank password.Changing the Database Passwords in SQL Authentication Changing the nice Login Password IMPORTANT • • You must work in Technician Mode to change the password. under Master Site > Database Servers. you must recreate links. For details see the NICE Perform System Administrator’s Guide. You must remove all replication before changing the password. do not use the new password during this time. 2. Figure 8-10 SQL Server Security Window for nice Login Make Sure You are in the Security Window for Nice Login 3. Enter and confirm the new password. 5. Click OK. 4. select the database server on which you want to change the password. In the System Administrator. To change the nice login password: 1. The SQL Server Security window for nice login appears. From the Actions menu. If your site includes the Data Mart server. The password is changed on this SQL Server only. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. select SQL Server Security.2: Databases Installation Guide (Rev A4) 141 . NOTE: • • It may take up to one minute for the configuration file to be updated. select Blank Password.

b. Select the desired job and select View History in the right-click menu. -or6. navigate to Master Site > Database Servers: a. Check if the source of the problem is the tape driver: • Open the operating system backup program and try to backup a file to the tape drive.2: Databases Installation Guide (Rev A4) 142 . the tape driver is working properly and the reason for the failure is not the tape. b. Navigate to SQL Server Agent > Jobs. Check that there is a DAT/AIT cassette in the tape drive. Connect to the SQL Server Management Studio: a. Right-click the job and select Start Job. that the last database backup job has failed. -or- Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. b.Checking the Database Backup Checking the Database Backup You can check the database backup in System Administrator. -or5. Connect to the SQL Server Management Studio: a. it indicates -or3. In System Administrator. Verify that all backup jobs are predefined and that there no errors in the Status column. Check if the source of the problem is the cassette as follows: a. b. To check the database backup: 1. b. -or2. Check that the cassette is not in write-protect mode. Wait until the job finishes and check if the backup succeeded. Select the desired database and click the Backup tab. c. If you succeed. Run the job again: a. Check that the cassette is not corrupted. Navigate to SQL Server Agent > Jobs. If an error icon appears in the Differential Backup job or the Full Backup job. -or4.

In the right-click menu select Tasks > Back Up. The Database Properties window appears. From the right-click menu. If the backup succeeds. as indicated in the following table: Cassette Type DAT DDS2 DAT DDS3 DAT DDS4 AIT1 AIT2 DAT72 DVD Panasonic 9576 Capacity 4 GB 12 GB 20 GB 35 GB 50 GB 72 GB 9. Select the nice_admin database. then the problem is not in the database. select Properties. Configure the destination to be a local file on the hard disk and try to backup the database. Select the Files page.4 GB (double-sided) Increasing the Size of a Database To increase the size of a database: 1. 3. 2. b. 4. Under Databases. Verify that the total database space used does not exceed the cassette capacity. select the database for which you want to increase the size. c. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 143 . -or8.Increasing the Size of a Database 7. Connect to the SQL Server Management Studio. Connect to the SQL Server Management Studio: a.

Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. Checking Performance Using the NICE Performance Collector This tool can also be found on the Tier 4 Team Site. click inside the cell for either the data file or the log file. This tool collects SQL Profiler and Performance Monitor traces. To check performance using the NICE Performance Collector: 1. 7. Ensure that you are using the newest version which also supports SQL Server 2005. 6. navigate to Program Files\Nice Systems\Applications\Tools\Performance Collector.2: Databases Installation Guide (Rev A4) 144 . Double-click Nice Performance Collector. In the Initial Size column. 2. On the NICE Database Server. 3. The Nice Performance Collector window appears.Files Page 5. Click OK.exe.Checking Performance Using the NICE Performance Collector Figure 8-11 Database Properties Window . Enter the desired size for the database.

2: Databases Installation Guide (Rev A4) 145 . define a start and stop time. Two files are created. Click Start. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.Checking Performance Using the NICE Performance Collector Figure 8-12 NICE Performance Collector 4. 9. In the SQL Server field. one for counters and one for SQL Profiler. define a location for the files which the Nice Performance Collector creates. In the schedule area. 5. 6. The program automatically detects the location of the data and log files and enters them in the respective fields. In the Destination Folder field. 8. 7. Select the authentication method you are using. enter the SQL Server name or the IP Address. Click Get Data/Log Drive.

it does not take the place of proper database size design. This can avoid unwanted loss of data. Under Databases. IMPORTANT • Autogrow continues to grow the database until the disk space for that drive is full. Autogrow is intended as a precaution only. 2. Open the Microsoft SQL Server Management Studio. it is recommended to use NICE Sentinel.2: Databases Installation Guide (Rev A4) 146 . The effects on system performance are usually minimal. Depending on a site’s configurations.2. If a database reaches its maximum defined capacity. Figure 8-13 Microsoft SQL Server Management Studio Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. autogrow will grow the data files by 10%. select the database for which you want to define the autogrowth.Defining Autogrowth Defining Autogrowth Beginning with Release 3. it is therefore recommended to make changes to autogrowth settings only in coordination with Customer Services. It is therefore important to closely monitor database space at all times. • • To define autogrowth: 1. autogrow is now defined as the default setting for all NICE Perform databases. the log files are not affected. autogrowth may impact performance.

Defining Autogrowth 3.2: Databases Installation Guide (Rev A4) 147 . select Files. In the right-click menu select Properties. The Database Properties window appears. In the Select a Page area. Figure 8-14 Database Properties Window Autogrowth Parameters Buttons 5. select either the Data file or the Log file and click the corresponding Autogrowth Parameters button. 4. 6. Figure 8-15 Change Autogrowth Window Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. In the Autogrowth column. The Change Autogrowth window appears.

Under Maximum File Size select either Restricted File Growth and choose the desired parameter from the corresponding drop-down box. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.Verifying Database Space Using the NICE DBSpace Utility 7. To run the DBSpace utility: 1. IMPORTANT You must run the DBSpace utility locally. Shows the used and free disk space for data and log files. double-click Nice DBspace. b.exe. DBSpace offers the following features: • • • • • Indicates databases that have less than 20% space available. before running the DBSpace utility. clear Enable Autogrowth. Verifying Database Space Using the NICE DBSpace Utility The DBSpace utility enables you to verify database space usage and to monitor its status. you must copy it to the NICE Perform server(s) on which the NICE Perform databases are installed. The Nice DBSpace window appears. To enable autogrowth. Extract the files from the Nice DBspace. Copy the DBSpace utility from the NICE Perform Applications Server to any convenient location on the NICE Perform server. or select Unrestricted File Growth. 2. In the folder containing the extracted files. 8. select Enable Autogrowth. Predicts the approximate number of days that remain until the tables reach full capacity. 3.zip file. Click OK. Therefore. The parameters you defined appear in the Autogrowth column of the Properties window. Shows all tables in each database and their current status. If you enabled autogrowth: a. Shows the used and free disk space for each database. Under File Growth select either In Percent or In Megabytes and select the desired parameter from the corresponding drop-down box.2: Databases Installation Guide (Rev A4) 148 . 9. -or- To disable autogrowth.

leave the Password field blank. Click the Connect button.Data/Log Tab Low Space Databases Area SQL Server Connection Area Database Status Area 4. If you selected SQL Authentication. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. 5.Verifying Database Space Using the NICE DBSpace Utility Figure 8-16 Nice DBSpace Window . or select the SQL Server from the drop-down list.2: Databases Installation Guide (Rev A4) 149 . In the SQL Server field. However. The Database Status area is populated. It is highly recommended to define a unique sa Login password for your site. if you did not define a unique sa Login password. NOTE: For SQL Authentication only: By default. enter the SQL Server name or the IP Address. enter your SQL Server Login name and the SQL Server password in the Login and Password fields respectively. the sa Login password is blank. Select either Use Windows Authentication or Use SQL Authentication.

click the Connect button. Drive Status Area Databases Status Area NOTE: The DBSpace utility does not display the status of the databases in real time. Displays the amount of used space (displayed in blue) and free space (displayed in green) in each database in the NICE Perform Database Suite. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.Verifying Database Space Using the NICE DBSpace Utility 6. Click the Tables tab. Displays the amount of used space (displayed in blue) and free space (displayed in green) on the drive on which either the Data files or the Log files are located. TIP: Use the scroll bar under the table to display the portion of the table not visible. and the percentage of the remaining free space. 7. To refresh the display.2: Databases Installation Guide (Rev A4) 150 . select either Data to see the status of the SQL Server data files or Log to see the status of the SQL Server log files. In the Data/Log tab. The status of each database is displayed both as a table and a graph. The DBSpace utility displays the following: Area Low Space Databases Status Lists all databases in which the amount of free space is less than 20%.

The Tables list displays all the tables in that database and the status of each table. double-click the desired table.Verifying Database Space Using the NICE DBSpace Utility Figure 8-17 Nice DBSpace Window . The fragmentation details appear in the Fragmentation area.Tables Tab 8. To display fragmentation details. select the desired database. From the Databases drop-down list.2: Databases Installation Guide (Rev A4) 151 . 9. Click the Predict tab. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3.

2: Databases Installation Guide (Rev A4) 152 .Verifying Database Space Using the NICE DBSpace Utility Figure 8-18 Nice DBSpace Window . 11. The calculations are based on the parameters listed at the top of each column. Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. The Predict table gives an estimate of how much time remains until each of the listed tables reaches full capacity. Click the Activity tab.Predict Tab 10.

To see the most relevant connections of any of the databases.Activity Tab 12. To see all the connections of that database click the Show All button.Verifying Database Space Using the NICE DBSpace Utility Figure 8-19 Nice DBSpace Window .2: Databases Installation Guide (Rev A4) 153 . Chapter 8: Troubleshooting: Databases NICE Perform ® Release 3. In the Refresh Rate drop-down box select the desired number of seconds and click the Start button. click the desired database.

.Blank page for double-sided printing.

..160 Chapter 9: Troubleshooting: Data Mart Server NICE Perform ® Release 3.............159 Checking Connectivity Between the Database and Data Mart Servers .......................................... For full assistance...........158 Checking the Data Mart Database Version ...................................... IMPORTANT These procedures must be perform only by authorized personnel.... contact NICE Systems Customer Services.............................................................................................................................9 Troubleshooting: Data Mart Server This chapter describes some of the most common problems that may arise during and after installing the NICE Perform databases................2: Databases Installation Guide (Rev A4) 155 ..................................................156 Checking Free Space in the Database ...................... and offers probable solutions...................160 Checking a Data Mart Job Failure ....................................157 Recreating Links.... Contents General Data Mart Troubleshooting Flow..................................

2: Databases Installation Guide (Rev A4) 156 .General Data Mart Troubleshooting Flow General Data Mart Troubleshooting Flow If you experience a problem with the Data Mart. Each step in the workflow is a section in this chapter. the following workflow lists the steps to isolate the problem. Figure 9-1 Data Mart Troubleshooting Flow Chapter 9: Troubleshooting: Data Mart Server NICE Perform ® Release 3.

Checking Free Space in the Database

Checking Free Space in the Database
Check to see if the size of the database is sufficient. There are several ways to check the free space in the NICE Perform databases.
To check free database space: 1. Check the NMS alarms. -or2. Connect to the SQL Server Management Studio. a.

Navigate to Databases and select the relevant database.

b. From the right-click menu select Properties. c.

In the General page check Space available.
NOTE: The space available relates to the free space of the entire database, and does not distinguish between the sizes of the Data files and the Log files.

-or3. Right-click the database and select Reports > Standard reports > Disk usage. The usage is

displayed graphically and indicates both the Data files and the Log files separately.
-or4. Use the Nice DBSpace utility to check the database space (see Verifying Database Space

Using the NICE DBSpace Utility on page 148).
-or5. In the NICE System Administrator, navigate to Master Site > Database Servers > Databases and select each database to see the used and free space percentages. NOTE: It is recommended not to work in Technical Mode in order to prevent making unintentional changes to the database configuration.

Chapter 9: Troubleshooting: Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

157

Recreating Links

Figure 9-2

NICE System Administrator

-or6. Use Nice DBSpace to check the database space.

Recreating Links
To recreate links to the Data Mart: 1. In the System Administrator, expand the Master Site > Data Marts and select the required

Data Mart server.
2. Click the Sites tab.

Chapter 9: Troubleshooting: Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

158

Checking the Data Mart Database Version

Figure 9-3

Data Marts - Sites Tab

3. Click Recreate Links.

Checking the Data Mart Database Version
Ensure that the database version is the same on all sites.
To check the Data Mart database version:

Verify that the database version in the tblDatabaseDetails table of each database is identical.
Figure 9-4 tblDatabaseDetails

Chapter 9: Troubleshooting: Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

159

Checking Connectivity Between the Database and Data Mart Servers

Checking Connectivity Between the Database and Data Mart Servers
The Data Mart adds the Database Server as a linked server. It is crucial that these two servers can communicate with one another.
To check connectivity between the Database and Data Mart servers: 1. In the SQL Server Management Studio expand the Security > Linked Servers branch.
Figure 9-5 Linked Servers Branch

2. From the Data Mart server, ping the Database Server.

Checking a Data Mart Job Failure
To check a Data Mart job failure: 1. Check for error messages in Windows Event Viewer. -or2. Check for error messages in the SQL log files. -or3. Check the job history to see which step failed and why. This isolates the problematic domain

or problematic communication with the database.
a.

In System Administrator, expand the Master Site > Data Marts and select the required Data Mart server.

b. Click the Monitor tab. c.

In the SQL Jobs area, select the required job. The job steps are detailed in the History area.

Chapter 9: Troubleshooting: Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

160

Checking a Data Mart Job Failure

Figure 9-6

Monitor Tab

Chapter 9: Troubleshooting: Data Mart Server NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

161

Blank page for double-sided printing. .

168 Stopping Replication when Upgrading all Data Hubs ............................. For full assistance...........................168 Enabling MSDTC to Function in Multi Site Environments ..................168 Changing Passwords ......................................................166 Checking Replication in Multi Data-Hub Environments............... IMPORTANT These procedures must be perform only by authorized personnel............................................... Contents General Considerations ...................................164 Checking Connectivity ....................................................................................................169 Chapter 10: Troubleshooting: Multi Data Hub NICE Perform ® Release 3....164 Multi Data Hub Implications......2: Databases Installation Guide (Rev A4) 163 .........169 Tips for Troubleshooting Replication .............167 Troubleshooting Database Structure Differences .......... contact NICE Systems Customer Services......................................................................................................................................................................................166 Troubleshooting Communication Problems between Primary and Secondary Data Hubs............................. and offers probable solutions..........................................10 Troubleshooting: Multi Data Hub This chapter describes some of the most common problems that may arise during and after installing the NICE Perform databases.......................................................................................................................................................

did this resolve the problem? Multi Data Hub Implications A Multi Data Hub system has site implications that affect the different system components. all Data Hubs operate using the same Storage Center rules. Changes in the components are all done automatically with no user intervention or configuration. when was the upgrade performed? Did the problems arise before or after the upgrade? Were there any changes to the environment that might have influenced the system? If yes. nice_audit. when was the installation performed? How long after the installation did the problems appear? For upgrades. These will better enable you to analyze your problems and determine if the issues are indeed related to the database. Rule Engine • • • All rules are replicated from the Primary Data Hub to the Secondary Data Hubs. and nice_rule databases are mandatory on all Data Hubs. Storage Center rules are an exception as they are all stored only on the Master Data Hub. The login mechanism checks login token on all Data Hubs.2: Databases Installation Guide (Rev A4) 164 . Chapter 10: Troubleshooting: Multi Data Hub NICE Perform ® Release 3. what were the steps? Were the Servers restarted? If yes.General Considerations General Considerations Before attempting to troubleshoot any database problems. Database • • The nice_admin. Users belong to a specific Data Hub. How often does the problem occur? Are the circumstances similar? Is the problem reproducible? If yes. • Is this a new installation or an upgrade of an existing system? • • • • • • For new installations. System Administrator • • • Administration updates are blocked when the Primary Data Hub is not available. The nice_interactions databases are not replicated across Data Hubs. Therefore. nice_interactions. it is advisable to consider the issues listed below. Each local rule engine handles the local rules. However. check these changes first.

Each remote Data Hub with agents from the query filter are also queried. The Locate process looks only in the local Data Hub according to the locate order.2: Databases Installation Guide (Rev A4) 165 . All results are combined into one result. Only local integrations are handled. Running a query on Multi Data Hubs: • • • • • The Unified Query engine queries the local Data Hub. Form definitions are replicated to all remote servers. Quality Management • • • All Quality Management (QM) objects (such as Evaluations. My Universe • Preferences are stored locally. Calibrations and Clips) are saved in the user’s local Data Hub. Monitor • • User preferences are saved on the local Data Hub. One or more Playback Servers can be configured in each Data Hub. Archiving can be done from all Data Hubs.Multi Data Hub Implications Business Analyzer • • • Public. Chapter 10: Troubleshooting: Multi Data Hub NICE Perform ® Release 3. Evaluations on remote calls will be replicated to the remote Data Hubs. Coaching Packages. private and saved items are replicated between all Data Hubs. Playback • • Each Data Hub has its own Media Server. Storage Center • • Tasks are read from the Master Data Hub only. The Unified Query service connects all relevant Locate services in all Data Hubs. Monitor will subscribe to events to the local CLS or remote Monitor service. Interactions Center • • All recording rules are replicated. User preferences are local.

When running the replication. run tests on all data hubs to ensure that additional information (such as business data or any external additions such as PS solutions) can be accessed from different sites. If the Primary and Secondary Data Hubs have different database structures. the created scripts and log files are saved in Documents and Settings\[System Admin User]\Application Data. navigate to Replication and check if there are components with an error. -or5. Checking Replication in Multi Data-Hub Environments Use the following methods to check replication in Multi Data Hub environments: NOTE: • • If you want to make any changes to the database schema of replicated or un-replicated tables.2: Databases Installation Guide (Rev A4) 166 . Connect to the SQL Server Management Studio. In the Object Explorer. -or4. Check the following tables in the nice_admin database: a. -or2. The database version appears in the tblDatabaseDetails table. you must first shut down the replication for that site. verify that the replication is defined using only the machine names. replication will fail at those specific points.Checking Connectivity Checking Connectivity Check connectivity between sites by pinging the server using the IP address and/or hostname. -or6. Verify that the identical version of the NICE Perform Database and the same updates are installed on all sites. Verify that no errors appear in the Status column. Check the connectivity between the Primary and Secondary Data Hubs. In the NICE System Administrator navigate to Master Site > Database Servers > Databases and click the Replication tab. Chapter 10: Troubleshooting: Multi Data Hub NICE Perform ® Release 3. To ensure that the replicated data is identical. In the NICE System Administrator. To check replication in multi data hub environments: 1. -or3.

data updates on the Secondary Data Hub will not take effect.Troubleshooting Communication Problems between Primary and Secondary Data Hubs Figure 10-1 tblDatabaseDetails Table b. Figure 10-2 tblDatabaseHotFix Table .2: Databases Installation Guide (Rev A4) 167 . -or7. these data updates will automatically be completed once the Data Hub is connected again. Then test that the replication is functioning properly. All updates are written to the Master Data Hub and replicated to the Secondary Data Hub. The version of the updates appears in the tblDatabaseHotFix table. These data updates will not be stored locally and will have to be completed manually once the communication problems have been resolved. updates from other Data Hubs will not be seen. If a Secondary Data Hub is currently disconnected from the Master Data Hub. • If there is a communication problem between the Primary and Secondary Data Hubs. create the replication again. When upgrading a Multi Data Hub environment. Troubleshooting Communication Problems between Primary and Secondary Data Hubs Secondary Data Hubs are read only. • Chapter 10: Troubleshooting: Multi Data Hub NICE Perform ® Release 3. the replication is automatically removed during the procedures. After the upgrade has been completed. Since all information is stored in the distribution database on the Master Data Hub. updates that were installed manually do not appear. NOTE: Only those updates that were installed using an Update Pack appear in the tblDatabaseHotFix table.

field type. Changing Passwords If the nicesa user password is changed. Since upgrades may cause a change within the SQL structure. Remove the replications. For example. NOTE: You must stop communication between all the Data Hubs when upgrading. even those Data Hubs that are not being upgraded. To change nicesa password in Multi Data Hub environment: 1. An upgrade can be an Update or Update Pack. Test the site operation. 2. NOTE: It is very important not to make “manual” changes to the Secondary Data Hubs as these will be overwritten when the data is replicated from the Primary Data Hub. 3. Change the nicesa password. the replication agents will indicate that the password is not valid and the replication will not work and must be recreated. 2. create the replication again. Recreate the replications Chapter 10: Troubleshooting: Multi Data Hub NICE Perform ® Release 3. Stopping Replication when Upgrading all Data Hubs Upgrades must be applied to all Data Hubs simultaneously. additional or fewer tables. number of fields.Troubleshooting Database Structure Differences Troubleshooting Database Structure Differences Database structure between Data Hubs may vary in different ways. such as names.2: Databases Installation Guide (Rev A4) 168 . run tests on all Data Hubs to ensure that additional information (such as business data or any external additions such as Professional Services solutions) can be accessed from the different Data Hubs. it is important to remove the replication before implementing the upgrade. To stop replication when upgrading all data hubs: 1. field length. Remove the replication prior to the upgrade. To check the database structure: • To ensure that the data is identical. 3. If a Master Data Hub and Secondary Data Hub have different database structures the replication will fail at those specific points. Once the upgrade is complete. The replication should be stopped to all Data Hubs. an error from the Nice DW Population Schedule job may indicate a problem in the tblReservedXX tables (which contains the business data fields).

Host. it indicates that the subscription table tblColumnInfo. Replication works with the Machine Name only. If you are unable to solve problems with replication.exe.iColumnId identity is set to true. MSDTC will not function properly in an environment where the two servers are using the same Windows OS image. Tips for Troubleshooting Replication • In most instances. If replication is down.2: Databases Installation Guide (Rev A4) 169 . submit the following log file to NICE Systems Customer Services Program Files\NICE Systems\Applications\ServerBin\ NiceApplications. and only then start troubleshooting replication problems. If the replication error Cannot insert explicit value for identity column in table 'tblColumnInfo' appears. Any change to the database scheme of replicated or un-replicated tables requires that the replication be shut down for that site. the replication itself will not begin. This indicates that the problem lies elsewhere.log • • • • • Chapter 10: Troubleshooting: Multi Data Hub NICE Perform ® Release 3. for example where the ‘Ghost’ program is used to copy the Windows image to the disk. refer to Technical Note 0676 Enabling Microsoft Distribute TransactionCoordinator (MSDTC) to Function in Multi Site Environments. The reason for the problem is that both servers that are installed from the same image have an identical key in the MSTDC section in the SQL registry. This note describes how to fix the problem without re-installing the entire system. If there is a problem updating the Master database. If the distributed transaction fails even when the registry keys are different. It is therefore important to first verify that the Master database is being updated properly.SystemAdministrator. Set the identity value to false. the Master database is updated with information.Enabling MSDTC to Function in Multi Site Environments Enabling MSDTC to Function in Multi Site Environments The SQL Server uses Microsoft Distribute Transaction Coordinator (MSDTC) to execute distributed transactions. you cannot save in System Administrator. some of the information in nice_admin is replicated. In a Multi Data Hub environment.

Blank page for double-sided printing. .

Appendix A: Verifying Windows Authentication Security Settings NICE Perform ® Release 3.A Verifying Windows Authentication Security Settings After completing the installation of the NICE Perform system.SystemAdministrator. On the NICE Perform Application Server.exe. open the following configuration file: Program Files\NICE Systems\Applications\ServerBin\ NiceApplications. To verify Windows Authentication security settings: 1. Scroll down to <ApplicationConfiguration> (see Figure A-1). use the following procedure to verify that Windows Authentication has been defined and configured according to the requirements of NICE Perform.2: Databases Installation Guide (Rev A4) 171 .config 2.Host.

ConnectionString SystemFramework.SystemAdministrator.config 3.MasterConnectionString Appendix A: Verifying Windows Authentication Security Settings NICE Perform ® Release 3. verify that the value for Integrated Security is “SSPI” for the following two strings.Figure A-1 NiceApplications.DataAccess.2: Databases Installation Guide (Rev A4) 172 . Under <ApplicationConfiguration>. as is Figure A-2: • • SystemFramework.DataAccess.exe.Host.

it may be due to a number of reasons. if necessary contact NICE Systems Customer Services. If “SSPI” does not appear.2: Databases Installation Guide (Rev A4) 173 .SystemAdministrator.config Value Must be “SSPI” The value “SSPI” indicates that Windows Authentication is properly defined for use with NICE Perform. Appendix A: Verifying Windows Authentication Security Settings NICE Perform ® Release 3.exe. Check your configurations and definitions.Host.Figure A-2 NiceApplications.

Blank page for double-sided printing. .

....185 Defining Domain Users for the nice_as_text_analysis . Contents Verifying Connection to the Multidimensional Databases...B Establishing Access to the Multidimensional Databases After installing the NICE Perform multidimensional databases.........187 Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3....................179 Defining Domain Users for the nice_as_my_universe Database........................................ If you are unable to establish connection..........2: Databases Installation Guide (Rev A4) 175 ........................... and after installing and configuring the NICE Perform Applications.......176 Defining Domain Users for the nice_as_kpi Database........................ you must define the domain user roles in the Analysis Services Management Studio....... it is highly recommended to verify that the NICE Perform Applications are able to connect to the multidimensional databases...............

Verifying Connection to the Multidimensional Databases Verifying Connection to the Multidimensional Databases You perform the following verification procedures on the server on which the multidimensional databases are installed. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3. navigate to Programs > Microsoft SQL Server 2008 > SQL Server Management Studio. Right-click SQL Server Management Studio and select Run as. 2. In the Start menu. Select The following user. Figure B-1 Start Menu 3.2: Databases Installation Guide (Rev A4) 176 . Figure B-2 Run As Window 4. The Run As window appears. To verify access to the multidimensional databases: 1.

Error Message Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3. 6.Verifying Connection to the Multidimensional Databases 5. From the User name drop-down list. if connection fails.2: Databases Installation Guide (Rev A4) 177 . However. Click OK. If the Management Studio opens. Figure B-3 Connect to Server Window 7. select the domain user associated with the NICE services in the NICE Perform Applications. and click Connect. select the Analysis Service database to which you want to connect. The Connect to Server window appears. the following error message appears: Figure B-4 Connect to Server . it indicates that the NICE Perform Applications are able to connect to the multidimensional databases. In the Server type drop down list.

Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3. see Defining Domain Users for the nice_as_text_analysis on page 187. you must define the domain user roles in the Analysis Services Management Studio for each of the multidimensional databases: • nice_as_kpi Database To define the domain user roles for the nice_as_kpi database. • nice_as_text_analysis Database To define the domain user roles for the nice_as_text_analysis database. • nice_as_my_universe Database To define the domain user roles for the nice_as_my_universe database. see Defining Domain Users for the nice_as_kpi Database on page 179.Verifying Connection to the Multidimensional Databases If you are unable to establish connection between the NICE Perform Applications and the multidimensional databases. see Defining Domain Users for the nice_as_my_universe Database on page 185.2: Databases Installation Guide (Rev A4) 178 .

The Edit Role . 4. In the Select a Page area. Navigate to Databases > nice_as_kpi > Roles > process.Defining Domain Users for the nice_as_kpi Database Defining Domain Users for the nice_as_kpi Database Defining domain users for the nice_as_kpi database includes the following procedures: • • Adding a Domain User to the Process Role (see page 179) Adding a Domain User to the View Role (see page 184) Adding a Domain User to the Process Role To add a domain user to the process role: 1. select Membership . Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 179 . Connect to the SQL Server Management Studio. In the right-click menu select Properties.Process window appears. Figure B-5 SQL Server Management Studio Window 2. The SQL Server Management Studio appears. 3.

The Locations window appears. Click the Locations button.Process Window 5. The Select Users or Groups window appears.Defining Domain Users for the nice_as_kpi Database Figure B-6 Edit Role .2: Databases Installation Guide (Rev A4) 180 . Figure B-7 Select Users or Groups Window 6. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3. Click the Add button.

The Select Users or Groups window reappears. The Select Users or Groups window expands. 9. 8. Click the Find Now button. A list of domain users for the domain you selected is displayed in the Search Results field. Select the domain associated with the NICE services on the NICE Perform Applications Server and click OK. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 181 .Defining Domain Users for the nice_as_kpi Database Figure B-8 Locations Window 7. Click the Advanced button.

Click OK.Defining Domain Users for the nice_as_kpi Database Figure B-9 Select Users or Groups Window .Process window reappears displaying the domain user. and click OK. Select the domain user associated with the NICE Applications Services.Search Results Area 10. The Edit Role . Figure B-10 Select Users or Groups Window 11. The Select Users or Groups window reappears displaying the domain user. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 182 .

Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3.Process Window 12.2: Databases Installation Guide (Rev A4) 183 . Click OK.Defining Domain Users for the nice_as_kpi Database Figure B-11 Edit Role .

Figure B-12 SQL Server Management Studio Window 2.Defining Domain Users for the nice_as_kpi Database Adding a Domain User to the View Role After adding a domain user to the Process Role of the nice_as_kpi database. The SQL Server Management Studio appears.2: Databases Installation Guide (Rev A4) 184 . Connect to the SQL Server Management Studio. 3. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3. To add a domain user to the view role: 1. Repeat steps 3 through 11 in the previous section (Adding a Domain User to the Process Role on page 179). you must also add a domain user to the View Role. Navigate to Databases > nice_as_kpi > Roles > view.

you define the Process and View roles in the nice_as_my_universe database. The SQL Server Management Studio appears. Connect to the SQL Server Management Studio. Navigate to Databases > nice_as_my_universe > Roles > process. Repeat steps 3 through 11 in the section Adding a Domain User to the Process Role on page 179.Defining Domain Users for the nice_as_my_universe Database Defining Domain Users for the nice_as_my_universe Database After defining the domain user for the Process and View roles in the nice_as_kpi database. Adding a Domain User to the Process Role To add a domain user to the process role: 1. Figure B-13 SQL Server Management Studio Window 2. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 185 . 3.

Connect to the SQL Server Management Studio.Defining Domain Users for the nice_as_my_universe Database Adding a Domain User to the View Role To add a domain user to the view role: 1. Repeat steps 3 through 11 in the section Adding a Domain User to the Process Role on page 179. Navigate to Databases > nice_as_my_universe > Roles > View.2: Databases Installation Guide (Rev A4) 186 . Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3. Figure B-14 SQL Server Management Studio Window 2. The SQL Server Management Studio appears. 3.

you define the Process and View roles in the nice_as_text_analysis database. Navigate to Databases > nice_as_text_analysis > Roles > process.Defining Domain Users for the nice_as_text_analysis Defining Domain Users for the nice_as_text_analysis After defining the domain user for the Process and View roles in the nice_as_my_universe database. Figure B-15 SQL Server Management Studio Window 2. Connect to the SQL Server Management Studio.2: Databases Installation Guide (Rev A4) 187 . Repeat steps 3 through 11 in the section Adding a Domain User to the Process Role on page 179. Adding a Domain User to the Process Role To add a domain user to the process role: 1. 3. The SQL Server Management Studio appears. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3.

2: Databases Installation Guide (Rev A4) 188 . Figure B-16 SQL Server Management Studio Window 2. The SQL Server Management Studio appears. Repeat steps 3 through 11 in the section Adding a Domain User to the Process Role on page 179. Connect to the SQL Server Management Studio. Appendix B: Establishing Access to the Multidimensional Databases NICE Perform ® Release 3. 3.Defining Domain Users for the nice_as_text_analysis Adding a Domain User to the View Role To add a domain user to the view role: 1. Navigate to Databases > nice_as_text_analysis > Roles > view.

........................................................ Contents Overview.193 Configuring the Service Principal Name on the Active Directory .....2: Databases Installation Guide (Rev A4) 189 ........C Configuring Kerberos Delegation NOTE: The procedures described in this Appendix are identical for SQL Server 2005 and or SQL Server 2008............................................192 Configuring Kerberos...........197 Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3......................191 Verifying the SQL Port Number......................................................................................................................................................................................................................................................195 Configuring Delegations ............................................................................................................................................190 Verifying the SQL Server Protocol .......193 Disabling the Named Pipes Protocol on the SQL Server.

you cannot introduce any domain controllers that are running versions of Windows earlier than Windows Server 2003 into that domain. your system must meet the following requirements: IMPORTANT These procedures apply only to environments using Windows Authentication. these two domains must be configured as a two-way trust. The Domain Function Level on the Domain Controller must be set to Windows Server 2003. THIS PROCEDURE MUST BE PERFORMED ONLY BY AUTHORIZED AND QUALIFIED PERSONNEL. The SPN is registered in the Active Directory under either a Computer account or a User account. The time clock of each SQL Server must be synchronized with that of the Active Directory. -or- If the SQL Servers are in different domains.2: Databases Installation Guide (Rev A4) 190 . For replication of Evaluations data to succeed.Overview Overview When using Windows Authentication in a Multi Data Hub environment. run the following command: net time/set \\<Domain Controller hostname> • Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. WARNING Be aware that this process is irreversible. you must define Delegation for the Kerberos protocol. This applies to the forest functional level as well. To synchronize the SQL Server. • An SPN (Service Principal Name) must be defined for each SQL Server. or in a Distributed environment in which there are two or more NICE Perform databases. Requirements Before configuring the SQL Server to use the Kerberos protocol. and if not done properly may severely impact the systems connected to this Active Directory. • All SQL Servers must be part of the same domain. Also note that after raising the Domain Function Level to Windows Server 2003. you cannot configure Kerberos protocol when using SQL Authentication. evaluations are replicated through Linked Servers. • • You must install the Operating System Resource Kit on the Domain Controller. THEREFORE. Each service that uses Kerberos authentication must have an SPN to enable clients to identify that service on the network.

you must configure Kerberos for both the SQL Server and for the Active Directory. 2. continue with Configuring Delegations on page 197. Figure C-1 SQL Management Studio 4. Continue with Configuring Kerberos on page 193.2: Databases Installation Guide (Rev A4) 191 . Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. Connect to SQL Server on the Secondary Data Hub. Open the SQL Management Studio on the SQL Server installed on the Primary Data Hub. If the Kerberos protocol appears.Overview Verifying the SQL Server Protocol Use the following procedure to verify which protocol is currently configured for your server: To verify the SQL Server protocol: 1. If the NTLM protocol appears.dm_exec_connections where session_id=@@spid The protocol currently configured for your server appears in the Results area. 3. Run the following query: select auth_scheme from sys.

2: Databases Installation Guide (Rev A4) 192 .Overview Verifying the SQL Port Number The default port number of the SQL Server is 1433. Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. Scroll down to IPAll > TCP Port. Figure C-2 TCP/IP Properties Window 2. To verify the SQL port number: 1. and right-click Properties. The TCP/IP Properties window appears. 3. However. since you must enter the actual port number of the SQL Server when configuring Kerberos Delegation. navigate to SQL Server Network Configuration > Protocols for Master > TCP/IP. The SQL Port number appears in the right-hand column. it is recommended to verify the port number before beginning. In the SQL Server Configuration Manager.

Make sure you run the commands listed in this section on the Active Directory. You must run this set of commands for each SQL Server in the Multi Data Hub environment (see the example below).exe and the dash between the A and MSSQLSvc between the port number and the domain Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3.exe -A MSSQLSvc/<ServerHostName>:<port> <Domain\DomainUserAccountForSQLServer> NOTE: Leave spaces (not an underscore) as follows: • • • between setspn. and run the following set of commands: • • setspn.2: Databases Installation Guide (Rev A4) 193 .exe -A MSSQLSvc/<Fully_Qualified_Domain Name>:<port> <Domain\DomainUserAccountForSQLServer> setspn. The following commands are case sensitive. Log on to the Active Directory.Configuring Kerberos Configuring Kerberos Configuring the SQL Server includes the following procedures: • • Configuring the Service Principal Name on the Active Directory (see page 193) Disabling the Named Pipes Protocol on the SQL Server (see page 195) Configuring the Service Principal Name on the Active Directory IMPORTANT • • • • Verify that the Operating System Resource Kit is installed on the Domain Controller.

exe -A MSSQLSvc/ Secondary2_DB:1433 Domain\SQLUser Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. all on the Active Directory.com:1433 Domain\SQLUser setspn.1433 You therefore run six commands (three sets of two commands).exe -A MSSQLSvc/ Secondary1_DB:1433 Domain\SQLUser setspn. as follows: • • • • • • setspn.domain.Domain Name of the domain user account for the SQL Server .SQLUser Port number .com:1433 Domain\SQLUser setspn.exe -A MSSQLSvc/Secondary1_DB.exe -A MSSQLSvc/ Secondary2_DB. where: • • • • • • Name of SQL Server on the Primary Data Hub .domain.Configuring Kerberos EXAMPLE: Let’s say we have a Primary Data Hub and two Secondary Data Hubs.domain.Master_DB Name of SQL Server on the first Secondary Data Hub .Secondary2_DB Name of the Domain .exe -A MSSQLSvc/Master_DB:1433 Domain\SQLUser setspn.Secondary1_DB Name of SQL Server on the second Secondary Data Hub .com:1433 Domain\SQLUser setspn.exe -A MSSQLSvc/Master_DB.2: Databases Installation Guide (Rev A4) 194 .

2: Databases Installation Guide (Rev A4) 195 . The SQL Server Configuration Manager window appears. On the Master site. select the SQL instance. Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. A list of protocols appears in the right-hand pane. Figure C-3 SQL Server Configuration Manager Window 2. open the SQL Server Configuration Manager using the following path: Start > Programs > Microsoft SQL Server > Configuration Tools > SQL Server Configuration Manager.Configuring Kerberos Disabling the Named Pipes Protocol on the SQL Server To disable the Named Pipes protocol on the SQL Server: 1. Under SQL Server Network Connection.

Figure C-5 Named Pipes Properties Window 4. Double-click Named Pipes.Configuring Kerberos Figure C-4 SQL Server Configuration Manager Window 3. Change the value of Enabled to No and click OK.2: Databases Installation Guide (Rev A4) 196 . Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. The Named Pipes Properties window appears.

select Administrative Tools > Active Directory Users and Computers.Configuring Delegations 5. Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. 4. Click the Delegation tab. select Computers.2: Databases Installation Guide (Rev A4) 197 . Under the domain account. 2. Configuring Delegations To configure Kerberos Delegation: 1. Double-click the SQL Server located on the Primary Site. Reboot the computer 7. it is recommended to run a query to verify that the Kerberos protocol is currently configured for your server. Repeat these procedures for each SQL Server in the Multi Data Hub environment. In the Control Panel. and select the domain account. The Properties window appears. Figure C-6 Active Directory Users and Computers Window 3. Upon completion. see Verifying the SQL Server Protocol on page 191. For details. Run the following command: gpupdate /force 6.

Delegation Tab 5. The Add Services window appears. Figure C-8 Add Services Window Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 198 . 6. and then select Use Kerberos only. Click the Add button.Configuring Delegations Figure C-7 Properties Window . Select Trust this computer for delegation to specified services only.

Select only those SPNs defined for the SQL Servers in the Multi Data Hub environment. Click OK. it appears in the Enter the Object Names to Select field. If the name is valid. Figure C-9 Select Users or Computers Window 8. enter the name of the domain user account for the SQL services and click the Check Names button. The program automatically checks the validity of the user name you entered. 9. Figure C-10 Add Services Window 10. Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. the SPNs) on all the servers in the domain that apply to the domain user account defined in step 8 appear in the Add Services window. The Properties window reappears listing the selected SPNs. Click the Advanced button to browse for the domain user account. The Select Users or Computers window appears. Click the Users or Computers button.Configuring Delegations 7. and click OK. All the services (that is.2: Databases Installation Guide (Rev A4) 199 . -or- In the Enter the Object Names to Select field.

return to the Active Directory Users and Computers window and select Users. After performing the above procedures on all the SQL Servers. 16. Double-click the same Domain Account User for the SQL services that you defined in step 8. Appendix C: Configuring Kerberos Delegation NICE Perform ® Release 3. 13. Figure C-11 Active Directory Users and Computers Window 14. Reboot all the SQL Servers in the Multi Data Hub environment.Configuring Delegations 11. Repeat steps 3 to 11 for each SQL Server in the Multi Data Hub environment. 12. Click OK.2: Databases Installation Guide (Rev A4) 200 . Repeat steps 3 to 11. 15.

DBSpace offers the following features: • • • • • Indicates databases that have less than 20% space available. Shows the used and free disk space for data and log files. Appendix D: Running the NICE DBSpace Utility NICE Perform ® Release 3.D Running the NICE DBSpace Utility The DBSpace utility enables you to verify database space usage and to monitor its status. Predicts the approximate number of days that remain until the tables reach full capacity.2: Databases Installation Guide (Rev A4) 201 . In the Nice DBspace folder. double-click Nice DBspace. navigate to the Tools > Nice DBspace. you must copy it to the NICE Perform server(s) on which the NICE Perform databases are installed. Therefore. 2. Shows the used and free disk space for each database. On the NICE Perform Applications Server. IMPORTANT You must run the DBSpace utility locally.exe. Shows all tables in each database and their current status. The Nice DBSpace window appears. To run the DBSpace utility: 1. before running the DBSpace utility.

It is highly recommended to define a unique sa Login password for your site. Appendix D: Running the NICE DBSpace Utility NICE Perform ® Release 3. or select the SQL Server from the drop-down list.2: Databases Installation Guide (Rev A4) 202 . If you selected SQL Authentication. Click the Connect button. 4. However. In the SQL Server field. NOTE: For SQL Authentication only: By default. the sa Login password is blank. enter your SQL Server Login name and the SQL Server password in the Login and Password fields respectively. The Database Status area is populated. enter the SQL Server name or the IP Address. leave the Password field blank. if you did not define a unique sa Login password. Select either Use Windows Authentication or Use SQL Authentication.Figure D-1 Nice DBSpace Window .Data/Log Tab SQL Server Connection Area Low Space Databases Area Database Status Area 3.

Displays the amount of used space (displayed in blue) and free space (displayed in green) in each database in the NICE Perform Database Suite. select either Data to see the status of the SQL Server data files or Log to see the status of the SQL Server log files. Appendix D: Running the NICE DBSpace Utility NICE Perform ® Release 3. Click the Tables tab. Displays the amount of used space (displayed in blue) and free space (displayed in green) on the drive on which either the Data files or the Log files are located. click the Connect button. Drive Status Area Databases Status Area NOTE: The DBSpace utility does not display the status of the databases in real time. and the percentage of the remaining free space. In the Data/Log tab. To refresh the display.5. The status of each database is displayed both as a table and a graph. The DBSpace utility displays the following: Area Low Space Databases Status Lists all databases in which the amount of free space is less than 20%.2: Databases Installation Guide (Rev A4) 203 . TIP: Use the scroll bar under the table to display the portion of the table not visible. 6.

Figure D-2 Nice DBSpace Window .2: Databases Installation Guide (Rev A4) 204 .Tables Tab 7. The Tables list displays all the tables in that database and the status of each table. From the Databases drop-down list. The fragmentation details appear in the Fragmentation area. Click the Predict tab. To display fragmentation details. Appendix D: Running the NICE DBSpace Utility NICE Perform ® Release 3. 8. double-click the desired table. select the desired database.

2: Databases Installation Guide (Rev A4) 205 . The calculations are based on the parameters listed at the top of each column. The Predict table gives an estimate of how much time remains until each of the listed tables reaches full capacity.Predict Tab 9. Click the Activity tab.Figure D-3 Nice DBSpace Window . 10. Appendix D: Running the NICE DBSpace Utility NICE Perform ® Release 3.

Figure D-4 Nice DBSpace Window . In the Refresh Rate drop-down box select the desired number of seconds and click the Start button. To see all the connections of that database click the Show All button. To see the most relevant connections of any of the databases.Activity Tab 11. Appendix D: Running the NICE DBSpace Utility NICE Perform ® Release 3. click the desired database.2: Databases Installation Guide (Rev A4) 206 .

............. 211 Appendix E: Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services NICE Perform ® Release 3. Therefore..E Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services Microsoft SQL 2008/2008 R2 Analysis Services runs as a Microsoft Window service................... to enable the Analysis Services................... you define the Analysis Services service.........................208 Defining the Local System Account in the nice_dw Database.. Contents Enabling the SQL Server Analysis Services Service .2: Databases Installation Guide (Rev A4) 207 .....

Figure E-1 Computer Management Window 2. navigate to Computer Management > Services and Applications > SQL Server Configuration Manager > SQL Server Services. Appendix E: Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services NICE Perform ® Release 3. To enable the SQL Server Analysis Services service: 1.Enabling the SQL Server Analysis Services Service Enabling the SQL Server Analysis Services Service If you did not select the Use Analysis Services checkbox during installation. The SQL Server Analysis Services (MSSQLSERVER) Properties window appears. you must enable the SQL Server Analysis Services service. Right-click SQL Server Analysis Services (MSSQLSERVER).2: Databases Installation Guide (Rev A4) 208 . and select SQL Server Analysis Services (MSSQLSERVER). In the Computer Management. and select Properties.

Figure E-3 SQL Server Analysis Services .Service tab appears.Service Tab Appendix E: Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services NICE Perform ® Release 3. The SQL Server Analysis Services .Enabling the SQL Server Analysis Services Service Figure E-2 SQL Server Analysis Services (MSSQLSERVER) Properties Window 3.2: Databases Installation Guide (Rev A4) 209 . Click the Service tab.

you must define reading privileges in that account for the nice_dw database (see Defining the Local System Account in the nice_dw Database on page 211). If the Logon account of the Analysis Services is not a local administrator. Click OK.Enabling the SQL Server Analysis Services Service 4. Figure E-4 SQL Server Analysis Services . Appendix E: Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services NICE Perform ® Release 3. Select Start Mode.2: Databases Installation Guide (Rev A4) 210 . Click the drop-down arrow and select Automatic.Service Tab 5.

Appendix E: Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services NICE Perform ® Release 3. Under Databases. Figure E-5 SQL Server Management Studio 3. select the nice_dw database. 2. To define the Local System account in the nice_dw database: 1.Defining the Local System Account in the nice_dw Database Defining the Local System Account in the nice_dw Database If the Logon account of the Analysis Services is not a local administrator. In the right-click menu. 4. On the computer on which the nice_dw database is installed. you must define reading privileges in that account for the nice_dw database.2: Databases Installation Guide (Rev A4) 211 . Click the Permissions page. open the SQL Server Management Studio. The Database Properties window appears. select Properties.

Permissions Page 5. In the Connect row.2: Databases Installation Guide (Rev A4) 212 .Defining the Local System Account in the nice_dw Database Figure E-6 Database Properties Window . 6. Appendix E: Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services NICE Perform ® Release 3. Click OK. select Grant.

............ Contents Setting up a Domain User Account on the Active Directory .214 Setting up the Domain User on the Domain Client................F Creating Domain Users and Updating Privileges Before installing the NICE Perform Database Suite. you must first create two domain users... one for NICE services and one for SQL services......... NOTE: Domain users for NICE Perform must meet the following requirements: • • The domain user must have Administrator privileges for the local machine............................................................. The domain user must be a member of the local Administrator’s Group... This appendix describes how to create the domain users and assign the necessary privileges...........2: Databases Installation Guide (Rev A4) 213 ..224 Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.......221 Updating Privileges of the Domain User on the Domain Client .

Setting up a Domain User Account on the Active Directory Setting up a Domain User Account on the Active Directory IMPORTANT Since you create two domain user accounts. you set up domain user accounts for the NICE services and for the SQL services on the Active Directory. There are two steps: • • Creating a Domain User Account on the Active Directory (see page 214) Assigning User Rights Assignments for the Domain User Account on the Active Directory (see page 217) Creating a Domain User Account on the Active Directory First you create a domain user account on the Active Directory. In the Control Panel. Under Active Directory Users and Computers.2: Databases Installation Guide (Rev A4) 214 . once for the domain user account for NICE services and once for the domain user account for SQL services. First. you must perform the procedures in this section twice. To create a domain user account on the Active Directory: 1. and select Users. Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3. 2. select Administrative Tools and double-click Active Directory Users and Computers. select the domain in which you want to create the domain user.

Setting up a Domain User Account on the Active Directory Figure F-1 Active Directory Users and Computers Window 3.User Name window appears.User Name Window Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3. Figure F-2 New Object . In the right-click menu. The New Object . select New > User.2: Databases Installation Guide (Rev A4) 215 .

User Password Window 6.Setting up a Domain User Account on the Active Directory 4.User Password window appears. NOTE: Use a strong and restricted password. DO NOT select the other two options. 7. Click Next.2: Databases Installation Guide (Rev A4) 216 . 5. Figure F-3 New Object . NOTE: The First Name field is required. The New Object . define the Logon Name for this user. The New Object . the Last Name field is optional. Click Next.Finished window appears. Select User cannot change password and Password never expires. In the User Logon Name field. Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3. Enter the First and Last names in the respective fields. Enter and confirm a password for this user.

Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.Setting up a Domain User Account on the Active Directory Figure F-4 New Object . The Default Domain Security Settings window appears. In the Control Panel. Under Security Settings. The user you defined appears in the list of users.2: Databases Installation Guide (Rev A4) 217 . 2.Finished Window 8. you assign the necessary User Rights Assignments for that domain user account. select Administrative Tools and double-click Domain Security Policy. select Local Policies > User Rights Assignment. Assigning User Rights Assignments for the Domain User Account on the Active Directory After creating the domain user account on the Active Directory. Click Finish. To assign User Rights Assignments for the domain user account: 1.

Double-click the Log on as a service policy.Setting up a Domain User Account on the Active Directory Figure F-5 Default Domain Security Settings Window 3.2: Databases Installation Guide (Rev A4) 218 . Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3. The Log on as a Service Properties window appears.

The Add User or Group window appears. Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3. Figure F-7 Add User or Group Window 5. Computers. and click the Add User or Group button. or Groups window appears. Verify that the Define These Policy Settings checkbox is selected. Click the Browse button. The Select Users.Setting up a Domain User Account on the Active Directory Figure F-6 Log on as a Service Properties Window 4.2: Databases Installation Guide (Rev A4) 219 .

Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 220 . Computers. it appears in the Enter the Object Names to Select field. If the name is valid. and then click OK. enter the name of the user for whom you want to assign this User Right Assignment. Repeat steps 3 to 9 for the policies listed in the following table: Domain User Accounts for Nice Services and for SQL Services* (When Using Windows Authentication) Domain User Account (When Using SQL Authentication) • • • • • • Log on as a service Log on as a batch job Act as part of the operating system Create a token object Manage auditing and security log Replace a process level token • • Log on as a service Log on as a batch job * Kerberos protocol requires that all these policies are assigned to all services using Windows Authentication. Click Apply. The program attaches the domain user account as the Log on as a Service Properties window reappears. Click OK. The program automatically checks the validity of the user name you entered. 7. or Groups Window 6.Setting up a Domain User Account on the Active Directory Figure F-8 Select Users. 8. In the Enter the Object Names to Select field. 10. 9. Click the Check Names button.

Setting up the Domain User on the Domain Client

Setting up the Domain User on the Domain Client
IMPORTANT You must also perform the procedures in this section twice, once for NICE services and once for SQL services, on all the NICE Perform domain clients.

After you have created the two domain user accounts on the Active Directory, you must add them to the Administrators group on the domain client. This allows those domain user accounts to have local administrative rights on the domain client.
NOTE: Log in to the domain client via any domain user that belongs to the local Administrator Group.

To set up the domain user on the domain client: 1. In the Control Panel, select Administrative Tools > Computer Management. 2. Under System Tools, select Local Users and Groups > Groups.
Figure F-9 Computer Management Window

3. Double-click Administrators.

The Administrators Properties window appears.

Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

221

Setting up the Domain User on the Domain Client

Figure F-10

Administrators Properties Window

4. Click the Add button.

The Select Users, Computers, or Groups window appears.
Figure F-11 Select Users, Computers, or Groups Window

5. In the Enter the object names to select field, enter the name of the domain user account

you want to assign to this Group.

Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

222

Setting up the Domain User on the Domain Client

6. Click the Check Names button.

The program automatically checks the validity of the user name you entered. If the name is valid, it appears in the Enter the Object Names to Select field.
NOTE: Verify that the user appears as a fully qualified domain name, that is, that the name appears in the following syntax:

nnnn@domain name.com, in which “nnnn” is the User Name.

7. Click OK.

The program attaches the domain user account to the local Group as the Administrators Properties window reappears.
8. Click Apply, and then click OK.

Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

223

Updating Privileges of the Domain User on the Domain Client

Updating Privileges of the Domain User on the Domain Client
If any of the configurations of the domain user are changed on the Active Directory, you must update the domain user on the domain client. To do so, use these procedures.
To update privileges of the domain user on the domain client: 1. In the Run window, type cmd and click OK.

The Windows\System32\cmd.exe window appears.
Figure F-12 Windows\System32\cmd.exe Window

2. At the cursor, type the following exactly as it appears in Figure F-13: gpupdate /force

Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

224

Updating Privileges of the Domain User on the Domain Client

Figure F-13

Windows\System32\cmd.exe Window

3. Press Enter.

The system updates the defined privileges for the domain user.
4. Verify that User Policy Refresh has completed and Computer Policy Refresh has completed appear in the window, as in Figure F-14.
Figure F-14 Windows\System32\cmd.exe Window

Appendix F: Creating Domain Users and Updating Privileges NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

225

Blank page for double-sided printing. .

Connect to the SQL Server Management Studio. this job is defined by default to run every Sunday morning at 02:00 (2 am). and select Nice ReIndex. you must define a different. To schedule the ReIndex job: 1. Therefore. navigate to SQL Server Agent > Jobs. more convenient time.G Scheduling the ReIndex Job The SQL Server Agent Reindex job is critical for maintaining proper system performance. This appendix describes the procedures for changing the scheduled time for running the ReIndex job. when there is no activity at most sites. the NICE Perform Database Suite does not archive calls while the Reindex job is running. however. Appendix G: Scheduling the ReIndex Job NICE Perform ® Release 3. 2. Under the SQL Server.2: Databases Installation Guide (Rev A4) 227 . If this time is not suitable for the needs of your site.

4.2: Databases Installation Guide (Rev A4) 228 . Appendix G: Scheduling the ReIndex Job NICE Perform ® Release 3. The Job-Properties . Select the Schedules page. In the right-click menu.Nice ReIndex window appears. select Properties.Figure G-1 SQL Server Management Studio 3.

Appendix G: Scheduling the ReIndex Job NICE Perform ® Release 3.Figure G-2 Job-Properties . The ReIndex Schedule window appears.2: Databases Installation Guide (Rev A4) 229 . Click the Edit button.Nice ReIndex .Schedules Page 5.

Figure G-3 ReIndex Schedule Window 6. Click OK. 7.2: Databases Installation Guide (Rev A4) 230 . In the Frequency and Daily Frequency areas. Appendix G: Scheduling the ReIndex Job NICE Perform ® Release 3. select the desired days and time respectively.

............................234 Editing DCOM Permissions................... Contents Overview................................................................................................................................................................................................................237 Windows 2003: Enabling Summary Page Display..257 Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3....................................................................................2: Databases Installation Guide (Rev A4) 231 ..............232 Common Terms................234 Adding the System Administrator User to Computers not in an Active Directory Environment .............................251 Setting Security Permissions through the WMI Control .......................................249 Editing DCOM Permissions...........244 Verifying the System Administrator User.................................................................................................................................................233 Windows 2008 / Windows 2008 R2: Enabling Summary Page Display ... see the Certified Servers Guide............................................H Enabling Summary Page Display of NICE System Information IMPORTANT Not all NICE components are supported by all of the operating systems described here! To verify which operating systems are supported for NICE components...............................................................................................................................................246 Installing WMI Windows Management Instrumentation ............................................................244 Adding the System Administrator User to Computers not in an Active Directory Environment ..

Overview Overview The System Administrator includes a summary page that displays the NICE product version and the installed Updates. This association is defined when NICE Perform applications are installed on the Applications Server. In this appendix. the System Administrator user needs to be included in the DCOM and WMI security settings on each computer in the NICE system. Figure H-1 Summary Page in the System Administrator This summary page is generated by accessing the product information from the computers in the NICE system. See the System Administrator Guide for more information. The System Administrator user is the user associated with the Nice SystemAdministrator service.2: Databases Installation Guide (Rev A4) 232 . Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. we describe how to change the security settings to enable the System Administrator user to access information on these computers. In order to access this product information.

Table H-1: Common Microsoft Terms Term COM Meaning Component Object Model. DCOM is a protocol that enables software components to communicate directly over a network. Distributed Component Object Model. which is an industry initiative to develop a standard technology for accessing management information in an enterprise environment.Common Terms Common Terms Some common Microsoft terms used in this appendix are listed in the table below. COM is a platform-independent. DCOM WMI WMI Namespace Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Remote WMI connections are made through DCOM. distributed. Windows Management Instrumentation. object-oriented system for creating binary software components that can interact.2: Databases Installation Guide (Rev A4) 233 . Each WMI namespace has a security descriptor. WMI is the Microsoft implementation of Web-based Enterprise Management (WBEM). which allows each namespace to have unique security settings that determine who has access to the namespace data and methods.

2: Databases Installation Guide (Rev A4) 234 . Add a new System Administrator user through the Control Panel. Editing DCOM Permissions on page 237. To add the System Administrator user to a computer: 1. For details see. you need to add this user through the Control Panel. Adding the System Administrator User to Computers not in an Active Directory Environment on page 234. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. On the Recording Machine desktop. Edit the DCOM permissions to enable the remote launch and remote activation of WMI queries.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display Windows 2008 / Windows 2008 R2: Enabling Summary Page Display IMPORTANT These procedures must be repeated on each Recording Machine! In these procedures. right-click the Computer icon and select Manage. if necessary. IMPORTANT These procedures must be repeated on each Recording Machine! Adding the System Administrator User to Computers not in an Active Directory Environment The System Administrator user needs to be included on all computers in the NICE system. The Server Manager window appears. you will be doing the following: 1. 2. If you are not working in an Active Directory environment. For details see. This user will not use Local System as its Log On.

In the left-hand pane.2: Databases Installation Guide (Rev A4) 235 . In the left pane. Figure H-3 Server Manager . right-click Users and select New User. navigate to Server Manager > Configuration > Local Users and Groups > Users.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display Figure H-2 Server Manager Window 2. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.Local Users and Groups 3.

Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Click Create. 5. Full name: Enter first name and last name of the user. 6. c. 7. Figure H-5 New User 4. User name: Enter the user name exactly as it appears in the Services window on the Application Server. Complete the fields as follows: a.2: Databases Installation Guide (Rev A4) 236 . Click Close to close the New User window. Password and Confirm Password: Enter the password for the System Administrator user.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display Figure H-4 New User The New User window appears. b. Description: (Optional) Enter text describing the System Administrator user. Clear the User must change password at next logon checkbox. d. The user is created and the window clears itself.

Open the Run window and enter dcomcnfg. Click OK. click OK. you need to change it to another user. you need the System Administrator user name.2: Databases Installation Guide (Rev A4) 237 . If the Active Directory messages appears. To edit DCOM permissions: 1. The Local System user cannot be granted the correct permissions for all the machines in the system. Figure H-7 Active Directory Message Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Figure H-6 Server Manager Window .Windows 2008 / Windows 2008 R2: Enabling Summary Page Display A new system administrator user appears in the list in the right pane.New User System Administrator User Editing DCOM Permissions You edit the DCOM permissions to enable the remote launch and remote activation of WMI queries. If the System Administrator user is Local System. IMPORTANT • • Before you begin this procedure. 2. The System Administrator user cannot be Local System.

Navigate to Console Root > Component Services > Computers > My Computer. The My Computer Properties window appears. 4. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Click the COM Security tab. Figure H-9 My Computer Properties Window 5.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display The Component Services window appears. Figure H-8 Component Services Window 3.2: Databases Installation Guide (Rev A4) 238 . Right-click My Computer and select Properties.

Verify that the name of the System Administrator user appears in the Group or user names area. click Edit Limits. Click Add.2: Databases Installation Guide (Rev A4) . do the following: a. 8. The Launch and Activation Permission window appears. -or- If the name of the System Administrator user does not appear. Figure H-11 Launch and Activation Permission Window System Administrator User 7.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display Figure H-10 COM Security Tab Launch and Activation Permissions Click Edit Limits 6. In the Launch and Activation Permissions area. The Select Users or Groups window appears. proceed to Step 9. Appendix H: Enabling Summary Page Display of NICE System Information 239 NICE Perform ® Release 3. If the name of the System Administrator user appears.

The Launch and Activation Permission window reappears. select the System Administrator user. The domain and user name appears. In the Group or user names area. Click Check Names.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display Figure H-12 Select Users or Groups Window Enter System Administrator User Click Check Names b. enter the name of the System Administrator user. Figure H-14 Launch and Activation Permission Window System Administrator User Select Remote Launch Select Remote Activation 9.2: Databases Installation Guide (Rev A4) 240 . c. In the Enter the object names to select area. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Click OK. Figure H-13 Select Users or Groups Window Domain and User name d.

In the Access Permissions area. click Edit Limits. The Properties window. displaying the COM Security tab.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display 10. In the Permissions for <User> area. select the Allow column for the following (see Figure H-14): • • Remote Launch Remote Activation 11. Figure H-15 COM Security Tab Access Permissions Click Edit Limits 12. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Click OK.2: Databases Installation Guide (Rev A4) 241 . reappears.

proceed to Step 15. Figure H-16 Access Permission Window System Administrator User 13. do the following: a. Click Add. The domain and user name appears. Click Check Names. Figure H-17 Select Users or Groups Window Enter System Administrator User name Click Check Names b. In the Enter the object names to select area. enter the name of the System Administrator user. -or- If the name of the System Administrator user does not appear. If the name of the System Administrator user appears. The Select Users or Groups window appears. 14. c. Verify that the name of the System Administrator user appears in the Group or user names area.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display The Access Permission window appears. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 242 .

Click OK to close the My Computer Properties window. Click OK to close the Access Permission window. Select Remote Access. In the Permissions for <User> area.2: Databases Installation Guide (Rev A4) 243 . In the Group or user names area. b. 18. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. The Access Permission window reappears. Verify that Local Access is selected. The My Computer Properties window reappears. 16. Click OK. Figure H-19 Access Permission Window System Administrator User Verify Local Access Selected Select Remote Access 15.Windows 2008 / Windows 2008 R2: Enabling Summary Page Display Figure H-18 Select Users or Groups Window Domain and User name d. select name of the System Administrator user. 17. do the following (see Figure H-19): a.

4. 1. 5. If you need to verify the identity of the System Administrator user. 2.msc. The Run window appears. verify that the domain name of the System Administrator user is the same domain as that of the computer. You install WMI in order to access management information. To verify the identity of the System Administrator user. Editing DCOM Permissions. you set security permissions that enable the System Administrator user to remotely access NICE system information. you need to add this user through the Control Panel. The System Administrator user needs to be included on all computers in the NICE system. Verifying the System Administrator User. 3. Verifying the System Administrator User The System Administrator user is the user associated with the Nice SystemAdministrator service. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.Windows 2003: Enabling Summary Page Display Windows 2003: Enabling Summary Page Display The workflow differs slightly depending on whether or not you are working in an Active Directory environment. and then select Run. Installing WMI Windows Management Instrumentation. On the Applications Server. This association is defined when NICE Perform applications are installed on the Applications Server. click Start. In the Open field. enter services. if necessary. you check which user is associated with the Nice SystemAdministrator service. and click OK. You edit the DCOM permissions to enable the remote launch and remote activation of WMI queries. you check which user is associated with the Nice SystemAdministrator service.2: Databases Installation Guide (Rev A4) 244 . or is a trusted domain. Setting Security Permissions through the WMI Control. NOTE: In an Active Directory environment. (Not Active Directory Environment Only) Adding the System Administrator User to Computers not in an Active Directory Environment. If you are not working in an Active Directory environment. By means of the WMI Control. Figure H-20 Run Window 2. To verify the System Administrator user: 1. The Services window appears.

Windows 2003: Enabling Summary Page Display Figure H-21 Services Window 3.2: Databases Installation Guide (Rev A4) 245 . Verify the name in the Log On As column. find Nice SystemAdministrator. Figure H-22 Nice SystemAdministrator in Services Window User Name This name is the user name of the System Administrator. In the Name column. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. 4.

Adding the System Administrator User to Computers not in an Active Directory Environment The System Administrator user needs to be included on all computers in the NICE system. If you are not working in an Active Directory environment. From the Start menu. If the System Administrator user is Local System.2: Databases Installation Guide (Rev A4) 246 . See Verifying the System Administrator User on page 244 to obtain the user name. you need to change it to another user.Windows 2003: Enabling Summary Page Display IMPORTANT The System Administrator user cannot be Local System. select Control Panel. The Local System user cannot be granted the correct permissions for all the machines in the system. Figure H-23 Control Panel Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. you need to add this user through the Control Panel. To add the System Administrator user to a computer: 1. IMPORTANT Before starting this procedure. The Control Panel appears. obtain the user name and password of the System Administrator user. if necessary.

Expand System Tools > Local Users and Groups > Users. A list of existing local users appears in the right pane. In the Name column. Figure H-25 Local Users List Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. 3. The Administrative Tools window appears.Windows 2003: Enabling Summary Page Display 2. Double-click Computer Management. Figure H-24 Computer Management Window 4. The Computer Management window appears.2: Databases Installation Guide (Rev A4) 247 . double-click Administrative Tools.

d. See Verifying the System Administrator User on page 244. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Right-click the Users directory. Password and Confirm Password: Enter the password for the System Administrator user. b.Windows 2003: Enabling Summary Page Display 5. Description: (Optional) Enter text describing the System Administrator user. Full name: Enter the first name and last name of the user. Complete the fields as follows: a. proceed to Step 6. and then select New User. Figure H-27 New User 7. c. Figure H-26 New User The New User window appears. If the user does not appear. 6. Verify that the System Administrator user appears in the list.2: Databases Installation Guide (Rev A4) 248 . User name: Enter the user name exactly as it appears in the Services window on the Applications Server.

Installing WMI Windows Management Instrumentation In order to install WMI: 1. and click Details. The Management and Monitoring Tools window appears. Figure H-28 Windows Components Wizard 3. 2. The Windows Components Wizard window appears. The Add or Remove Window Programs window appears. Proceed to Installing WMI Windows Management Instrumentation on page 249. 9.Windows 2003: Enabling Summary Page Display 8. Select Management and Monitoring Tools. From the Start menu.2: Databases Installation Guide (Rev A4) 249 . Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Select Add/Remove Windows Components. select Settings > Control Panel > Add or Remove Programs . 10. Clear the User must change password at next logon checkbox. Click Create. The System Administrator user appears in the list in the left pane.

6.Windows 2003: Enabling Summary Page Display Figure H-29 Management and Monitoring Tools Window 4. 8.2: Databases Installation Guide (Rev A4) 250 . The Locate File window appears.MF file. You are prompted to insert a disk to continue the installation. Select WMI Windows Installer Provider. Figure H-30 Insert Disk 7. and select the MSI. 5. Browse to the i386 folder. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Click Next. Click OK. Click OK. The Windows Components Wizard (Figure H-28 on page 249) reappears.

2: Databases Installation Guide (Rev A4) 251 . Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. the Windows Components Wizard window (Figure H-28 on page 249) reappears. In the Open field. The System Administrator user cannot be Local System. you need to change it to another user. Click Open. The Run window appears. and then click OK. select Run. To edit DCOM permissions: 1. The installation process begins. Select Finish.Windows 2003: Enabling Summary Page Display Figure H-31 Locate File Window 9. 10. enter DCOMCNFG. you need the System Administrator user name. Figure H-32 Run Window 2. If the System Administrator user is Local System. Editing DCOM Permissions You edit the DCOM permissions to enable the remote launch and remote activation of WMI queries. Upon completion of installation. IMPORTANT • • Before you begin this procedure. From the Start menu. The Local System user cannot be granted the correct permissions for all the machines in the system.

Windows 2003: Enabling Summary Page Display The Component Services window appears. Figure H-33 Component Services Window 3.2: Databases Installation Guide (Rev A4) 252 . Right-click My Computer and select Properties. Figure H-34 Component Services Window Right-click My Computer 4. The My Computer Properties window appears. expand Component Services > Computers. In the Console Root tree. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.

The Launch Permission window appears. click Edit Limits. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Figure H-36 COM Security Tab 6. Click the COM Security tab.2: Databases Installation Guide (Rev A4) 253 .Windows 2003: Enabling Summary Page Display Figure H-35 My Computer Properties Window 5. In the Launch and Activation Permissions area.

select the System Administrator user. The Launch Permission window (Figure H-37 on page 254) reappears. Computer. The Select Users. and proceed to Step 9. Figure H-38 Select Users. or Groups Window b. d. The user and domain name appears. or Groups window appears. enter the name of the System Administrator user. Click OK. 9. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. 8. Click Check Names. In the Group or user names area. Computer. c.Windows 2003: Enabling Summary Page Display Figure H-37 Launch Permission Window 7. complete the following steps: a. In the Group or user names area. verify that the name of the System Administrator user appears. In the Enter the object names to select area. If the name of the System Administrator user does not appear in the Groups or user names area. Click Add.2: Databases Installation Guide (Rev A4) 254 .

verify that the name of the System Administrator user appears. In the Permissions for <User> area. Figure H-40 Access Permission Window 12. In the Access Permissions area. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 255 . The Access Permission window appears. and proceed to Step 14. 11. In the Group or user names area. and then click OK.Windows 2003: Enabling Summary Page Display 10. in the Allow column. select Remote Launch and Remote Activation. Figure H-39 Launch Permission Window The COM Security tab (Figure H-36 on page 253) reappears. click Edit Limits.

c. Click Check Names. or Groups window appears. In the Permissions for <User> area. The Select Users. d. Figure H-41 Select Users. do the following: a. Computer. Click Add. The Access Permission window (Figure H-40 on page 255) reappears. enter the name of the System Administrator user.2: Databases Installation Guide (Rev A4) 256 . select the System Administrator user. If the name of the System Administrator user does not appear in the Groups or user names area. Select Remote Access. Verify that Local Access is selected.Windows 2003: Enabling Summary Page Display 13. Click OK. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Computer. b. In the Group or user names area. 15. In the Enter the object names to select area. complete the following steps: a. The user name and domain name appear. or Groups Window b. 14.

Click OK to close the My Computer Properties (Figure H-35 on page 253) window. you set security permissions that enable the System Administrator user to remotely access NICE system information. Setting Security Permissions through the WMI Control By means of the WMI Control. Click OK.Windows 2003: Enabling Summary Page Display Figure H-42 Security Limits Window Verify Local Access Selected Select Remote Access 16. To set security permissions through the WMI Control: 1.msc. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 257 . enter wmimgmt. and then click OK. 17. 18. select Run. Proceed to Setting Security Permissions through the WMI Control on page 257. The Windows Management Infrastructure (WMI) window appears. The COM Security tab (Figure H-36 on page 253) reappears. From the Start menu. The Run window appears. Figure H-43 Run Window 2. In the Open field.

and select the DEFAULT namespace. Right-click the WMI Control (Local) icon. Expand Root. Figure H-45 WMI Control (Local) Properties Window 4.Windows 2003: Enabling Summary Page Display Figure H-44 Windows Management Infrastructure (WMI) Window Right-click WMI Control 3. The WMI Control (Local) Properties window appears. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 258 . and then click Properties.

Windows 2003: Enabling Summary Page Display Figure H-46 WMI Control (Local) Properties Window 5. and proceed to Step 8. Click Security.2: Databases Installation Guide (Rev A4) . The Security for ROOT\DEFAULT window appears. Appendix H: Enabling Summary Page Display of NICE System Information 259 NICE Perform ® Release 3. If the name of the System Administrator user does not appear in the Groups or user names area. Figure H-47 Security for ROOT\DEFAULT Window 6. In the Group or user name area. verify that the name of the System Administrator user appears. Click Add. 7. The Select Users. or Groups window appears. complete the following steps: a. Computer.

enter the name of the System Administrator user. c. 8. or Groups Window b. In the Permissions for <User> area. select the System Administrator user. The user and domain name appears. Click Check Names. d. Computer. 9. Figure H-49 Security for ROOT\DEFAULT Window 10. Click OK. The Windows Management Infrastructure (WMI) window reappears. In the Group or user names area. Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4) 260 . select Execute Methods and Remote Enable. Click OK.Windows 2003: Enabling Summary Page Display Figure H-48 Select Users. in the Allow column. The Security for ROOT\DEFAULT window (Figure H-47 on page 259) reappears. In the Enter the object names to select area.

Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. and select the CIMV2 namespace.2: Databases Installation Guide (Rev A4) 261 . Expand Root. and then click Properties. Right-click the WMI Control (Local) icon. The WMI Control (Local) Properties window appears.Windows 2003: Enabling Summary Page Display Figure H-50 Windows Management Infrastructure (WMI) Window 11. Figure H-51 WMI Control (Local) Properties Window 12.

14.2: Databases Installation Guide (Rev A4) 262 . Close the Windows Management Infrastructure (WMI) window (Figure H-50 on page 261). Appendix H: Enabling Summary Page Display of NICE System Information NICE Perform ® Release 3. Repeat Step 5 to Step 12.Windows 2003: Enabling Summary Page Display Figure H-52 Security for ROOT\DEFAULT Window 13.

71 database size calculating 23 Database Suite defining domain users 213 databases checking backup 142 checking connections 129 defining 58 defining Administration 67 increasing the size 143 indexes 66 running practice recovery sessions 18 troubleshooting 125.xls spreadsheet 23 domain client setting up domain user 221 updating privileges to domain user 224 domain user assigning privileges 171 creating 213 defining for nice_as_kpi database 179 defining for nice_as_my_universe database 185 defining for nice_as_text_analysis database 187 setting up on domain client 221 updating privileges 213. 155 DatabaseSizeCalculator. 58 Autogrowth defining 146 monitoring SQL jobs 102 overview 82 properties 94 workflow 87 data mart recreating links 73 Data Mart Server 25 database servers defining 58.Index A about Windows Authentication 19 Act as part of the operating system defining for the domain user 220 Active Directory assigning privileges to the domain user account 217 creating a domain user account 214 setting up domain user account 214 Administration database defining 67 alias column names defining 67 Analysis Services 24 defining the local system account 211 enabling the service 208 architecture 84. see columns data files modifying the size 50 Data Mart 157 architecture for multi Data Hub 85 architecture for single Data Hub 84 customizing 83 defining 88 domain overview 106 installing 87 installing domains 90 linking to databases 92 .2: Databases Installation Guide (Rev A4) 263 C calculating database size 23 checking free space in the database 157 columns activating and deactivating 69 using alias names 67 Create a token object policy defining for the domain user 220 D data columns. 224 verifying User Rights Assignments 133 domain user account assigning privileges on the Active Directory 217 Index NICE Perform ® Release 3. 85 Audio Analysis 17. 61 deleting a definition 75 modifying a definition 75 SQL security 70.

creating on Active Directory 214 for NICE services 21 for SQL services 22 setting up on Active Directory 214 domains installing 90 linking databases 92 overview 106 E I encryption encryption keys 17.2: Databases Installation Guide (Rev A4) . 121 multi instances syntax 46 scanning the disk 139 setting up 23 Multi Data Hub environment troubleshooting 163 Multi Data-Hub environment checking replication 166 multidimensional databases about 24 configuring in System Administrator 110 establishing connection with the Applications Server 175 verifying connection with the Applications Server 176 N M Manage auditing and security log policy defining for the domain user 220 Microsoft SQL Server 2005 143 Analysis Services 24 changing passwords in SQL Authentication 139 checking database connections 129 checking free database space 131 NICE DBSpace utility 148 NICE KSM application 17. 58 links recreating to the Data Mart Server 158 local system account defining 211 log files modifying the size 50 recommended size 51 Log on as a batch job policy defining for the domain user 220 Log on as a service defining for the domain user 218. 58 increasing the size of a database 143 indexing reserved columns 66 installations Microsoft SQL Server 2008 23 NICE Perform Database Suite 41 site overview 16 instances multi instances syntax 46 K L Key Storage Manager application 17. 121 multi instances syntax 46 scanning the disk 139 setting up 23 Microsoft SQL Server 2008 143 Analysis Services 24 changing passwords in SQL Authentication 139 checking database connections 129 checking free database space 131 checking missing databases 130 checking SQL jobs 129 checking the installation folder 135 error logs and events 128 instances 46. 220 verifying 132 login nice password 71 nice sa password 70 checking missing databases 130 checking performance 137 checking SQL jobs 129 checking the installation folder 135 error logs and events 128 instances 46. 58 nice login password changing 141 NICE Perform ClearSight use with nice_as_text_analysis database 24 NICE Perform Data Mart Server installing the Update Pack 41 NICE Perform Database Server 25 checking the connection to 129 installing the Update Pack 41 NICE Perform Database Suite 19 calculating size of the databases 23 checking free database space 131 defining Windows SQL Authentication 46 installing the software 41 Index 264 NICE Perform ® Release 3.

58 nice_cti_analysis database description 17. System Administrator 70. 59 nice_as_my_universe database 24. 58 nice_storage_center database description 17. 59 relational databases 17. 59 nice_audit database description 17. 58 nice_ib database description 17. 58 S sa password 46. 59 nice_as_text_analysis database 19. 58 nice_crypto database description 17. 58 nice_interactions database description 17. 149. 58 nice_rule database description 17. 25. 71 Playback Server 17. 58 nice_qa database description 17. 58 nice_reporter database description 17. 58 nice_as_kpi database 24. 58 servers used for 19 troubleshooting 125. 58 nice_pbs database description 17. 25. 58 nice_dw database defining the local system account 211 description 17. 58 nice_screen_sense database description 17. 71 SQL servers. see database servers SQL services defining domain users 213 domain user account 22 Index 265 NICE Perform ® Release 3. 202 service account verifying 132 site installation overview 16 SQL Authentication changing passwords 139 defining 46 entering definitions during database installation 46. 58 NT Authentication see Windows Authentication P password changing in SQL Authentication 139 SQL server 70. 110 configuring in System Administrator 110 defining domain users 179 description 17. 58 nice_ca database description 17. 110 configuring in System Administrator 110 defining domain users 185 description 17. 47 SQL jobs checking 129 Data Marts 102 defining schedules 114 SQL security. 155 using the Data Mart Server 25 NICE Performance Collector 144 nice sa login password changing 140 NICE services defining domain users 213 domain user account 21 nice_admin database description 17.2: Databases Installation Guide (Rev A4) . 24. 25. 110 configuring in System Administrator 110 defining domain users 187 description 17. 58 process role adding domain user in the nice_as_kpi database 179 adding domain user in the nice_as_my_universe database 185 adding domain user in the nice_as_text_analysis database 187 R recreating links 73 Reindex Job 23 scheduling 227 Replace a process level token policy defining for the domain user 220 replication checking 166 requirements hardware 18 software 18 reserved columns indexing 66 Rules Manager 17.modifying size of database 50 multidimensional databases 17.

45 establishing connection between the multidimensional databases and the Applications Server 175 usage of 19 verifying connection between the multidimensional databases and the Applications Server 176 verifying security settings 171 verifying User Rights Assignments 133 Windows Event Viewer checking 128 workflow Data Mart 87 Index NICE Perform ® Release 3. 144 checking replication 166 checking SQL jobs 129 checking the connection to the Database Server 129 checking the installation folder 135 Data Mart flow 156 general considerations 128 monitoring performance objects and counters 136 Multi Data Hub environment 163 scanning the disk 139 SQL error logs 128 SQL events 128 verifying Log on as a service 132 verifying the service account 132 Windows Event Viewer 128 view role adding domain user in the nice_as_kpi database 184 adding domain user in the nice_as_my_universe database 186 adding domain user in the nice_as_text_analysis database 188 W Windows Authentication about 19 domain users 20 entering definitions during database installation 44.System Administrator 110 configuring the multidimensional databases 110 configuring the nice_as_kpi database 110 configuring the nice_as_my_universe database 110 configuring the nice_as_text_analysis database 110 database configuration 58 U Update Pack NICE Perform Database Suite 41 User Rights Assignments verifying domain users 133 verifying Log on as a service 132 V T troubleshooting 125.2: Databases Installation Guide (Rev A4) 266 . 155 checking database backup 142 checking database connections 129 checking free database space 131 checking free space in the Data Mart database 157 checking missing databases 130 checking performance 137.