administrator's guide - npx - 3.0

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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:

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.

385A0811-03 Rev. A1

5,185,780

5,446,603

6,192,346

6,542,602

6,856,343

6,970,829

7,240,328

7,436,887

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6,728,345

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7,716,048

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6,965,886

7,203,655

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7,728,870

RE41,292

For assistance, contact your local supplier or nearest NICE Systems Customer Service Center:

EMEA Region: (Europe, Middle East, Africa)Tel: +972-9-775-3800Fax: +972-9-775-3000email: [email protected]

APAC Region: (Asia/Pacific)Tel: +852-8338-9818Fax: +852-2802-1800email: [email protected]

The Americas Region: (North, Central, South America)Tel: 1-800-NICE-611Fax: +720-264-4012email: [email protected]

Israel:Tel: 09-775-3333Fax: 09-775-3000email: [email protected]

All queries, comments, and suggestions are welcome! Please email: [email protected]

For more information about NICE, visit www.nice.com

International Headquarters-IsraelTel: +972-9-775-3100Fax: +972-9-775-3070email: [email protected]

North AmericaTel: 1-800-663-5601Fax: +201-356-2197email: [email protected]

United KingdomTel: +44-8707-22-4000Fax: +44-8707-22-4500

GermanyTel: +49-(0)-69-97177-0Fax: +49-(0)-69-97177-200

FranceTel: +33-(0)1-41-38-5000Fax: +33-(0)1-41-38-5001

Hong-KongTel: +852-2598-3838Fax: +852-2802-1800

NICE invites you to join the NICE User Group (NUG).

Visit the NUG Website at www.niceusergroup.org, and follow the online instructions.

www.niceusergroup.org

mailto:[email protected]

www.nice.com

Contents

1Overview 9

Introducing NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10Logging in to NICE Perform eXpress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11Changing the NICE Perform eXpress Password . . . . . . . . . . . . . . . . . . . . . . . . .13Starting NICE Perform eXpress Applications . . . . . . . . . . . . . . . . . . . . . . . . . . .14Which NICE Perform eXpress Guide Do I Need? . . . . . . . . . . . . . . . . . . . . . . . . .15

Locating Documentation for Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

How can I get more NICE Perform eXpress training? . . . . . . . . . . . . . . . . . . . . .20

2Viewing System Information and Managing Software Versions 21

Getting Started with the System Management Application . . . . . . . . . . . . . . . .22Navigating through System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22

Understanding Displayed System Information . . . . . . . . . . . . . . . . . . . . . . . . . .24Alerts in the System View Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26Backup Device Tasks and Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27Understanding the Retention Rules Report . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Managing the SNMP Message List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30Managing System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Displaying the NICE Perform eXpress Software Version . . . . . . . . . . . . . . . . . .31Defining the SNMP Settings for an External SNMP Manager . . . . . . . . . . . . . .32Updating the NICE Perform eXpress License . . . . . . . . . . . . . . . . . . . . . . . . . .33License Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Managing Backup Archiving and Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38Archiving Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39Ejecting the Recording Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Contents

NICE Perform® eXpress Release 3.0: Administrator’s Guide (Rev. A1)

5

Retrieving Interactions for Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

3Verifying Channel Activity 43

Getting Started with the Channel Monitor Application . . . . . . . . . . . . . . . . . . . .44Navigating through the Channel Monitor Application . . . . . . . . . . . . . . . . . . . . .44

Viewing the Lists of Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46Understanding Player Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47Monitoring Recorded Channel Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48Monitoring Channel Activity in Real Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49Configuring Channel Gain Control and Threshold . . . . . . . . . . . . . . . . . . . . . . .50Channel Status Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

VoIP Channel Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51TDM Channel Statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52

4Managing Users and Groups 55

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56Getting Started with the User Administration Application . . . . . . . . . . . . . . . . .57Understanding Displayed User Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . .58Understanding User Types and Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Configuring User Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Populating the System with Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64Deleting Users from the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

Managing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68Viewing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68Adding Groups of Defined Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Importing Users and Groups from an Excel File . . . . . . . . . . . . . . . . . . . . . . . . .70Defining Organization Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

6 Contents


5Finding Audit Messages 75

Getting Started with Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76Navigating through Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

Finding Audit Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78Running a Saved Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78Creating a New Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79Modifying a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81Setting a Default Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81Deleting a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82

Viewing Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83Understanding Audit Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83Limiting the Number of Displayed Messages . . . . . . . . . . . . . . . . . . . . . . . . . . .85

6Importing Channel Mapping and Users 87

Importing Channels from an Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88Creating Import Files for Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . .88

Monitored Device and Channel Mapping Parameters . . . . . . . . . . . . . . . . .91About the Channel Mapping Import Template . . . . . . . . . . . . . . . . . . . . . . .93

Updating Channel Mapping from Import Files . . . . . . . . . . . . . . . . . . . . . . . . . .94Importing a Channel Mapping Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95

Importing Users and Groups from an Import File . . . . . . . . . . . . . . . . . . . . . . . .97Creating Import Files for Importing Users and Groups . . . . . . . . . . . . . . . . . . .97

Groups Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97Users Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Importing a Group and User Import File . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100

AUsing Extended Retention 103

Extending the Retention of Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104Filtering Interactions by Retention Information . . . . . . . . . . . . . . . . . . . . . . . .107Understanding Interaction Details With Extend Retention . . . . . . . . . . . . . . . .108

7 Contents


BLocalization - Language Support 109

How to Install NICE Perform eXpress in Languages . . . . . . . . . . . . . . . . . . . . .110Setting the Regional Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111Setting Language Preference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112

CFinding Audio Directly from the Recording Unit 115

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116Finding Audio on the Current Recording Unit - CDR Only . . . . . . . . . . . . . . . .117Retrieving Audio from Version 8.9 Storage Media . . . . . . . . . . . . . . . . . . . . . .119

8 Contents


1

Overview

Introducing NICE Perform eXpress! NICE Perform eXpress is designed to meet the recording and playback needs of enterprises with branch environments and those of small to mid-size organizations. Based on the advanced architecture of NICE Perform, NICE Perform eXpress ensures liability recording and regulatory compliance.

Contents

Introducing NICE Perform eXpress...............................................................................10

Logging in to NICE Perform eXpress............................................................................ 11

Changing the NICE Perform eXpress Password .........................................................13

Which NICE Perform eXpress Guide Do I Need?.........................................................15

How can I get more NICE Perform eXpress training?.................................................20

Chapter 1: Overview

NICE Perform eXpress Release 3.0: Administrator’s Guide (Rev. A1)

9

Introducing NICE Perform eXpress

Introducing NICE Perform eXpressIT professionals use the following applications to maintain the system:

• System Management: Displays a summary of system information including the recording environment, mapped channels, and available storage space as well as a list of system messages. You also manage license keys from the System Management application. See Viewing System Information and Managing Software Versions on page 21.

• Channel Monitor: Enables monitoring channels and playing back recorded and real time channel activity. You also set the Gain Control and Energy Threshold for TDM channels. See Verifying Channel Activity on page 43.

• User Administration: Enables managing users and groups and to define global settings for the organization. See Managing Users and Groups on page 55.

• Audit Trail: Enables finding system messages through queries. See Finding Audit Messages on page 75.

For information regarding the Interactions application, see the NICE Perform eXpress Interactions Guide: Query and Playback.

10 Chapter 1: Overview


Logging in to NICE Perform eXpress

Logging in to NICE Perform eXpressNICE Authentication Only

You need your NICE Perform eXpress user name and password in order to log in to NICE Perform eXpress.

To log in to NICE Perform eXpress:

1. In the Internet Explorer window, enter the following URL: http://Servername/npx

where Servername is the name of the server where NICE Perform eXpress is installed.

The NICE Perform eXpress Welcome window appears.

2. Log in as follows:

a. In the Name field, enter your NICE Perform eXpress user name.

b. In the Password field, enter your password.

c. Verify that the correct language for your site is selected from the drop-down list.

d. Click Login.



Logging in to NICE Perform eXpress

NICE Perform eXpress opens.

3. To sign out from NICE Perform eXpress, click Sign out.

Sign out



Changing the NICE Perform eXpress Password

Changing the NICE Perform eXpress PasswordNICE Authentication Only

Depending on your site’s organization settings as defined in the User Administration application, you can change your NICE Perform eXpress password. See Defining Organization Settings on page 71.

To change the NICE Perform eXpress password:

1. On the navigation bar, click Settings and select Change Password.

The Change Password window appears.

2. In the Password field, enter your existing password.

3. In the New Password and Confirm New Password fields, enter your new password.

4. Click Change Password.



Starting NICE Perform eXpress Applications

Starting NICE Perform eXpress ApplicationsYou start NICE Perform eXpress applications from the navigation bar.

If your site has a license for Quality Management (QM), the QM applications and Audit Trail are listed under the More button.

To start NICE Perform eXpress applications:

1. Open NICE Perform eXpress. If you need to log in, see Logging in to NICE Perform eXpress on page 11 for help.

2. Click the name of the application that you want to start. (QM License Only) To start a QM application or Audit Trail, click More and then select the application you want.

The application starts.



Which NICE Perform eXpress Guide Do I Need?

Which NICE Perform eXpress Guide Do I Need?The documentation for NICE Perform eXpress is divided into a number of guides. The following table explains the audience and main tasks for each of these guide types:

NICE Perform eXpress Guide Audience Provides Instruction To...

Administrator’s Guide IT Professional • Understand system alerts and backup device status.

• Update licenses.

• Verify channel activity.

• Monitor channels in real time.

• Define users and groups.

• Query audit messages.

• Define extended retention for storage.

Central Administration Guide

IT Professional • Define CTI and storage parameters at one central location for use at all locations (Branches).

• Deploy CTI and storage definitions to the Branches.

• Create IT administrators who can access and manage all the Branches.

• Update existing CTI and Storage configurations at all NICE Perform eXpress Branches.

Installation Guides NICE Installer • Install the NICE Perform eXpress hardware and software.

• Configure NICE Perform eXpress for the telephony environment.

• Prepare the CTI for NICE Perform eXpress. (Guidelines are provided: The CTI setup is the responsibility of its manufacturer.)

Interactions Guide: Query and Playback

Manager or Agent/Trader

• Run a built-in query to find interactions and play them back.

• Create a customized query to find specific interactions.

• Save an interaction from NICE Perform eXpress to a standard format in order to play it back on any media player.




Maintenance Guide IT Professional, NICE Installer

• Verify the NICE Perform eXpress system is functioning correctly by means of a Support Calendar.

• Maintain the NICE databases.

• Expand an existing NICE Perform eXpress system on the same server and to a replacement machine.

• Replace faulty boards.

• Recover a system.

• Manage NICE Services and logs.

• Respond to SNMP traps.

• Manage NICE Perform eXpress versions and updates.

• Change the server name. (Business Partners only)

Migrating from NiceCall Focus III and NiceUniverse 8.9

Business Partner

• Migrates NiceCall Focus III and NiceUniverse 8.9 systems to NICE Perform eXpress.

Pre-Installation Guide NICE Installer • Select the correct server/PC for the NICE Perform eXpress system.

• Harden the machine in order to prepare a secure environment for the NICE Perform eXpress system.

• Install the required software before installing the NICE Perform eXpress system.

• Verify the necessary anti-virus requirements.

Quality Management Guide Manager, Agent/Trader or IT Professional

• Configure quality management, which includes setting up screen recording, defining QM rules, monitoring client machines, and defining QM users.

• Create forms for quality management.

• Query for interactions marked for QM.

• Evaluate agents/traders.

• Generate reports.

NICE Perform eXpress Guide (Continued) Audience Provides Instruction To...




Locating Documentation for Tools

The following is an alphabetical list of tools available with NICE Perform eXpress. Consult the relevant guide as needed.

Troubleshooting Guide IT Professional, NICE Installer, Business Partner

• Manage NICE Services and logs.

• Respond to SNMP traps.

• Troubleshoot:

• Licensing

• Archiving

• Playback

• Recording

• PCI eXpress Interface Boards

• Integrations (Vendor-side)

Upgrade Guide NICE Installer • Upgrade NICE Perform eXpress from Releases 1.0 and 2.1 to Release 3.0.

NICE Perform eXpress Guide (Continued) Audience Provides Instruction To...

NICE Perform eXpress Tools

Tool What it does When to use NICE Perform eXpress Guide

Archive Tool Retrieves media from a NiceCall Focus III or NiceUniverse 8.9 system that was backed up to a DVD.

As part of the process for upgrading from NiceCall Focus III or NiceUniverse 8.9 to NICE Perform eXpress.

Migrating NiceCall Focus III and NiceUniverse 8.9

Board Diagnostic Tool

Enables testing the functionality for PCI eXpress Interface boards.

• To test a suspected faulty board.

• To create a log file to accompany a Service Request for a faulty board.

Troubleshooting Guide




Board Numbering ToolNot applicable for boards from NICE Perform eXpress 1.0

• Defines Board IDs.

• Enables you to locate and view details for all NICE Perform eXpress 3.0 PCI eXpress interface boards.

• When installing one of the following boards:DP6409-ehPCM6409-ehDT6409-eh

• To determine the Board ID on any PCI express interface board.

Installation Guides-and-


eXpress Assistant

Tests your system for the following:

• Connected Devices

• Connected Channels

• User Mapping

• Records and plays back an interaction

• After initial configuration is complete and users are defined.

• Whenever a configuration change is made, such as adding or remapping channels to ensure that the entire system is working.



Log Collector Gathers information from the NICE Perform eXpress server and application into a compressed zip file to be sent to NICE Customer Support.

As instructed by NICE Customer Support.

Maintenance Guide-and-


Log Viewer Enables you to view the content of the files created by the Log Collector.




NICE Migration Application

Migrates the NICE databases from NiceCall Focus III and NiceUniverse 8.9 to NICE Perform eXpress.

As part of the process for upgrading from NiceCall Focus III or NiceUniverse 8.9 to NICE Perform eXpress.

Migrating NiceCall Focus III and NiceUniverse 8.9

Performance Collector

• Creates a trace file and log file to send to NICE Customer Support.

• Collects information for the SQL Profiler to aid in debugging the SQL.

SQL Performance problems such as:

• Queries do not run

• Archiving Error


NICE Perform eXpress Tools (Continued)





Rename Host Replaces default host server names in the NICE Perform eXpress machine with the actual server names at your site.

• During expansion to a new machine.

• During system recovery on a new machine.

• During initial setup to complete host name resolution (only NICE Business Partners are authorized to make this change).

Maintenance Guide

Security Configuration Tool

Switches between NICE Authentication mode (default) and Windows Authentication mode.

• To define Single Sign-On (SSO). This is part of the initial installation procedures.

• If your organization’s user authentication mode changes.


Maintenance Guide

Services Configuration Manager

Enables the following:

• Start/stop NICE Services.

• View Service Logs and change Reporting levels.

• Create a Memory Dump file for troubleshooting (requires Windows Debugging Tools)




Site Readiness Tool

Automatically verifies the prerequisites required for successfully installing NICE Perform eXpress.

After completing all pre-installation procedures, before installing boards and NICE Perform eXpress software.

Pre-Installation Guide

NICE Perform eXpress Tools (Continued)




How can I get more NICE Perform eXpress training?

How can I get more NICE Perform eXpress training?NICE offers online training modules to give you the skills to effectively use NICE Perform eXpress applications. The training is self-paced and geared to cover those skills you most need, according to your log-in permissions. NICE online training is available on any workstation with Internet access.

You access the online training in the main NICE Perform eXpress window from the Help menu.



2

Viewing System Information and Managing Software Versions

The System Management application gives you an overall view of the NICE Perform eXpress system, displays SNMP messages, and enables updating the software license and SNMP settings.

Contents

Getting Started with the System Management Application........................................22

Understanding Displayed System Information............................................................24

Managing the SNMP Message List................................................................................30

Managing System Settings............................................................................................31

Managing Backup Archiving and Retrieval..................................................................38

Chapter 2: Viewing System Information and Managing Software Versions


21

Getting Started with the System Management Application

Getting Started with the System Management ApplicationThis section describes how to start the System Management application and explains the different areas and functionality of the System Management window.

The System Management application is opened from the NICE Perform eXpress navigation bar.

To open the System Management application:


2. On the navigation bar, click System Management.

The System Management application appears, displaying the System Status tab.

Navigating through System Management

The System Management window has three main tabs:

• System Status: Displays system information and SNMP messages.

• Understanding Displayed System Information on page 24

• Managing the SNMP Message List on page 30

• System Settings: Displays the current software version, defines the SNMP settings, and enables updating the NICE Perform eXpress license.

• Displaying the NICE Perform eXpress Software Version on page 31

• Defining the SNMP Settings for an External SNMP Manager on page 32

• Updating the NICE Perform eXpress License on page 33

22 Chapter 2: Viewing System Information and Managing Software Versions


Getting Started with the System Management Application

• Backup Management: Enables assigning a task to the backup device, displays its current status, and retrieves channels for playback.

• Archiving Interactions on page 39

• Ejecting the Recording Media on page 39

• Retrieving Interactions for Playback on page 40



Understanding Displayed System Information

Understanding Displayed System InformationThe System View area summarizes the information relevant to the recording environment. When data in the System View area needs the attention of the system administrator, it is displayed in orange or red, depending on whether a warning or critical threshold was reached.

Table 2-1 describes the information in the System View area.

Table 2-1: Information in System View

Information Description

Environment Telephony environment and CTI name.

Recording Unit • Number of interactions recorded in the last 24 hours.

• Date and time of the last recorded interaction.

• Name of the board, if installed. If no board is installed, None appears.

Channels • Number of mapped channels out of the total number of available channels. Example: 4/75 mapped channels means that4 channels are mapped out of 75 available channels.

• Channel Status: Describes the status of the channels. When an error occurs, the problmatic status appears in red. Go to the Channel Monitor application to verify the problem.

• Number of users assigned to an extension through the User Administration application. Example: 5 mapped users means that 5 users are assigned extensions.

Database Percentage of space used by each component in the database.




Differences in Data Retention according to Storage Type

Depending on whether you are using an ESM or remote storage, NICE Perform eXpress responds differently when the partition reaches its capacity.

For ESMs: When the partition reaches its capacity, oldest interactions are automatically deleted.

For remote storage: When the partition reaches its capacity, one of the following occurs:

• Oldest interactions are automatically deleted.

• If the retention period is still in effect, new interactions are not stored.

In the System Status tab, in the Storage column, the Free value displays exactly the size of storage space left for all the systems together in the configured storage path.

Device • Percentage of space used by each drive on the NICE Perform eXpress machine.

• Information regarding the backup device, if enabled.

Storage Storage area of the system. More than one NICE Perform eXpress system might be attached to the same partition. With an ESM storage type, the data stored on this partition is later moved to the ESM. With remote storage, the data remains on this partition:Important: The Free and Archived values refer to the size of the interactions data and do not include other files on the partition.Parameters included in this area are:

• Total: Size of entire space available on the partition.

• Free: Size of remaining free storage space on the partition after archiving by all NICE Perform eXpress systems that are attached to this storage space.

• Archived: Size of the storage space used by the current NICE Perform eXpress system. Note: 100 MB is the smallest size displayed.

• Last archived call: Date and time when the interaction listed in the Archive time column actually occurred.

• Archive time: Date and time when the interaction listed in the Last archived call column was saved to the configured storage path.

• Archive Statistics: Link to a report that summarizes information regarding Retention Rules.

Important: Make sure that the time difference between the Last archived call and the Archive time stays relatively constant. If the time changes drastically, there could be an archiving backlog.

Table 2-1: Information in System View (Continued)

Information Description




Alerts in the System View Area

When the data displayed in the System View area needs the attention of a system administrator, the data is displayed in orange or red, depending on whether a warning or critical threshold was reached. In Table 2-2, the warning and critical thresholds for displayed information are listed.

Table 2-2: Warning and Critical Thresholds

Area Information Title Warning Alert Threshold (Orange)

Critical Alert Threshold (Red)

Recording Unit Last 24 hours When 0 calls are recorded.

Last recorded call When N/A or if the last recorded call was more than 24 hours ago.

Database Interactions When the value is: > or = 95.

Administration When the value is:> or = 80 but < 95.

When the value is:> or = 95.

Audit Trail When the value is:> or = 80 but < 95.


Rules When the value is:> or = 80 but < 95.


Storage When the value is:> or = 80 but < 95.


Device Status Error

When the value is:> or = 90 but < 95.


Storage Total/Free/Archived Less than 2% of total free space.

Last archived call Older than 1 day.

Archived time Older than 1 day.




Backup Device Tasks and Statuses

When a backup device is enabled, its current task and status appear in the System View area in the Device column.

To manage archiving and retrieval from a backup device, see Managing Backup Archiving and Retrieval on page 38.

Backup Device Task

The task of the backup device is its currently assigned function. A backup device can perform one of the following tasks:

• Archiving: Device is saving interactions from the Recording Unit to its recording media.

• Retrieval: Device is accessing interactions from its recording media and transferring them to the Recording Unit for playback.

• None: No archiving or retrieval is taking place, or the backup device is disabled.

Backup Device Statuses

The different backup device statuses are described in the table below:

Table 2-3: Backup Device Statuses

Status Description

Archiving Device is archiving data from the Recording Unit to the recording media.

Cannot Append Old Media Media with data from a previous version of the Recording Unit is in the device, and it cannot be appended.

Cleaning Cleaning media is inserted in the device.

Closing Device is ejecting the media.

Empty No media is in the backup device.

Error Error in the device or in the recording media.

Loading for Reading Device is loading the media before retrieving data from it.

Loading for Write Device is loading the media before archiving to it.

Current task of the backup device

Status of the backup device




Understanding the Retention Rules Report

The Retention Rules Report is displayed after clicking the Archive Statistics link in the Storage area.

This report displays the default retention of the system and details regarding the Retention Rules that ran in the last 24 hours.

The details included in the Retention Rules report include:

• Rule Name: Name of the Retention Rule.

• Retention Time (days): Number of days that the interaction is archived in the storage device before deletion. (The storage device is the file system or an ESM, depending on the storage configuration.)

None No archiving or retrieval is taking place.

Ready for Reading Device is ready for retrieval requests.

Ready for Write Device is ready to archive, but there is no data on the Recording Unit.

Recovering The media did not eject properly, and the device is attempting to recover data from the media.

Retrieving Device is retrieving data from the media and transferring it to the Recording Unit for playback.

Waiting for User Eject DVD media is full, and the administrator needs to eject it. (Displayed only for DVD media)

Table 2-3: Backup Device Statuses (Continued)

Status Description

Click Archive Statistics




• Permanent Deletion: Rule includes permanently deleting the interaction recording and its database details so that the interaction can never be played back again.

• Number of interactions: Number of interactions archived by the Retention Rule.

• Last Interaction Start Time: Start time of the last archived interaction.

For more information about Retention Rules and how to configure them, see the relevant Installation Guide.



Managing the SNMP Message List

Managing the SNMP Message ListThe System Alerts area lists the SNMP messages and enables managing this message list. Table 2-4 explains the tasks you can perform.

Table 2-4: Message List Functionality

If you want to... Do this...

Sort SNMP messages by the column title.

Click the column title. For example, click Date to sort the messages by date. After sorting, a small arrow appears next to the column title.

Filter SNMP messages by a specific date.

Enter a date in the Date field.

- Or -

Click Calendar , and select a date.

Refresh the message list. Click Refresh .

Scan the NICE Perform eXpress system for warnings and errors. Click Scan for warnings and errors . SNMP

messages appear in the System Alerts area. (The scan can take several minutes.)

Sorted



Managing System Settings

Managing System SettingsThe System Settings tab enables displaying the current software version, defining the SNMP settings, and updating the NICE Perform eXpress software by means of license keys.

The System Settings tab is displayed below:

Displaying the NICE Perform eXpress Software Version

The System Version area in the System Settings tab displays the software version of the NICE Perform eXpress, the last software update, and latest system update.




Defining the SNMP Settings for an External SNMP Manager

The SNMP Settings area in the System Settings tab enables integrating an external SNMP manager with NICE Perform eXpress.

You need to:

• Copy the MIB file from NICE Perform eXpress system to the appropriate location on the external SNMP manager.

• Define the SNMP trap destination and the Community Name of the SNMP messages originating from the NICE Perform eXpress machine.

To define the SNMP settings:

1. Navigate to: ...\NICE Systems\NICE Perform eXpress\SystemMonitoring\ExternalProducts.

The NPX-MIB.mib file is saved here.

2. Copy the NPX-MIB.mib file to the appropriate location on the external SNMP manager. See the documentation of the SNMP manager for more details.

IMPORTANT • It is best practice to integrate an external SNMP Manager with the NICE Perform eXpress

system.

• Only define the SNMP settings if the NICE Perform eXpress system has an external SNMP manager.

• Before you begin, you need the:

• IP or host name of the server that receives the SNMP traps

• Community Name for the SNMP messages originating from the NICE Perform eXpress machine

• Location on the external SNMP manager for the NPX-MIB.mib file




3. In the SNMP Settings area of the System Settings tab, enter the following information:

4. Click Save .

Updating the NICE Perform eXpress License

The Licensing area in the System Settings tab displays the state of the license and its expiration date. For a description of the possible license states, see License Information on page 37.

This procedure instructs how to generate a License Information File from your NICE Perform eXpress. Then follows instructions for how to use this License Information File to obtain a valid License Activation File. You will require the following:

• Access to a machine with internet access to NICE’s ExtraNICE site. This does not have to be the same machine as the NICE Perform eXpress machine.

• A valid ExtraNICE Username and Password.

• A valid Product Key to obtain your License Activation File from the ExtraNICE.

Table 2-5: SNMP Settings Fields

Field Name Description Example

SNMP Trap Destination

IP or host name of the server that functions as an external SNMP manager.

snmp-server

Community Name Name of the group by which SNMP communities are identified.

public




To update a License:

1. In System Management, click the System Settings tab.

2. In the Manual Activation / Update area, click Generate.

The File Download window appears with the License Information File.

3. Click Save to save the License Information File.

Generate

Automatic Activations appears onlywhen the License status is Provisional




The Save As window appears.

4. Select a location for the License Information File (license.c2v). Then click Save. You will need this file to receive your License Activation File.

The Download Complete window appears.

5. Click Close.

6. Transfer the license.c2v file to a machine with Internet access to NICE’s ExtraNICE site.

7. On the machine with Internet access to the ExtraNICE do the following:

a. Open an Internet Explorer window and enter the following URL:

http://www.extranice.com/EIS/OnlineServices/LicenseActivation/Pages/default.aspx




If you have not previously logged in to ExtraNICE, the following window appears.

b. Enter a valid ExtraNICE Username and Password. Then click Log On to ExtraNICE.

The NICE Perform eXpress Activation window appears.

c. Click Browse and select the License Information File (license.c2v) from Step 6.

d. Enter a valid Product Key. Then click Activate.

e. Download the corresponding License Activation File (license.v2c).

f. Transfer the License Activation file to the NICE Perform eXpress machine.

8. On the NICE Perform eXpress machine, click Browse and select the License Activation File (license.v2c).

9. Click Activate.

The license is updated. You can begin configuring your NICE Perform eXpress.




10. If you were updating an expired license, not all tabs will appear. Click Sign Out. Then log in again.

License Information

The License Information field indicates the current state of your license. License states can be one of the following:

• Provisional - This is a temporary state and is valid for a limited period of time. Your initial default license is provisional.

• Activated - The current license is valid.

• Expired - Occurs in the following scenarios (Recording continues, however the NICE Perform eXpress interface is locked.):

• The current license is past its expiration date.

• NICE Perform eXpress detected a change in hardware on the NICE Perform eXpress machine. A new Product Key is required to activate a new license.

• NICE Perform eXpress was installed on a Virtual Machine.

• The license was activated from a remote machine.

• Unknown - A problem was encountered that does not classify a expired. Recording continues, however the NICE Perform eXpress interface is locked.

• Locked - Indicates a communications problem between the interface and the license. Recording continues, however the NICE Perform eXpress interface is locked.



Managing Backup Archiving and Retrieval

Managing Backup Archiving and RetrievalThe Backup Management tab enables the following:

• Archiving Interactions on page 39

• Ejecting the Recording Media on page 39

• Retrieving Interactions for Playback on page 40

The Backup Management tab is displayed below:

In the Media Status area, the backup device task and status as well as information concerning the recording media is displayed.

Table 2-6 describes the information in the Media Status area.

TIP: To update the information in the Media Status and the Media Content area, click the Refresh button.

Table 2-6: Media Status Parameters

Parameter Description

Assignment Task of the backup device. See Archiving Interactions on page 39 and Retrieving Interactions for Playback on page 40.

Status Current state of the backup device. See Table 2-3 on page 27 for a list of all statuses.

Used Space Percentage of the space already occupied on the recording media.

Refresh




The current task and status of the backup device is also displayed in the System Status tab. See Backup Device Tasks and Statuses on page 27.

Archiving Interactions

You archive interactions to move data from the Recording Unit to recording media.

To archive interactions:

1. Label the recording media with its Creation Date. See Creation Date in Table 2-6 for more information.

2. Insert the recording media into the backup device.

3. In the Media Status area of the Backup Management tab, select Archive.

4. Click Apply.

Archiving begins. In the Media Status area, the status changes to Archiving.

Ejecting the Recording Media

You eject recording media by means of the Eject button.

Media Capacity Total possible storage in GB. Note: NICE Perform eXpress does not support the compression mode of DAT72 tape devices. The maximum media capacity for DAT72 devices is around 28 GB.

Creation Date Date that data was first archived to the recording media.

Expiration Date Creation Date plus the retention period as defined at the time the recording media was first used. For example, if the retention period is 1 year at the Creation Date, and then it is changed to 2 years, the retention period for the recording media is not changed.The retention period is defined in the Storage and Archive tab in the Configuration application. See the relevant NICE Perform eXpress Installation Guide for more information.

Table 2-6: Media Status Parameters (Continued)

Parameter Description

IMPORTANT You must label the recording media according to the date that the interaction took place.

TIP: • When switching from Retrieval to Archive, the recording media is ejected from the

backup device.

• When the recording media is full, label it with the date of the last recording as well.




To eject the recording media:

• Click the Eject button.

The recording media is ejected from the backup device.

Retrieving Interactions for Playback

Users receive a message to contact the Administrator when trying to retrieve interactions that have been archived. In order to find the correct interaction, ask them for the following information:

• Date and time that the interaction took place

• Channel of the interaction

To retrieve channels for playback:

1. In the Media Status area of the Backup Management tab, select Retrieval.

2. Click Apply.


3. Insert the recording media that contains the interactions you want to retrieve. Recording media is labeled with its Creation Date.

4. In the Media Content area, select one or more channels that include the interactions you want to retrieve.

5. In the From and To fields, enter the date and time of the interactions you want to retrieve.

-or-

Click the Calendar button, and select dates from the displayed calendar. Click the Time

Chooser button, and enter a time.

NOTE: In the Media Status area, verify that Retrieval is selected. If Archive is selected by mistake, the data on the recording media may be overwritten.




6. Click Retrieve.

Retrieval begins. In the Media Status area, the status changes from Ready for Reading to Retrieving. When the retrieval process is finished, the status changes back to Ready for Reading.

7. When the interaction is retrieved, notify the user who requested the interaction that he or she needs to run a query in the Interactions application for the requested interaction.

NOTE: The retrieval process can take several hours.



Blank page for double-sided printing.

3

Verifying Channel Activity

The Channel Monitoring application is used to ensure that all the channels are actually recording. It enables administrators and technicians to monitor channels to make sure they are working properly. It can also play back recordings of channel activity that were recorded from each channel, as well as play the channel activity (monitor) in real time.

Contents

Getting Started with the Channel Monitor Application ...............................................44

Viewing the Lists of Channels.......................................................................................46

Understanding Player Types .........................................................................................47

Monitoring Recorded Channel Activity ........................................................................48

Monitoring Channel Activity in Real Time....................................................................49

Configuring Channel Gain Control and Threshold......................................................50

Channel Status Description...........................................................................................51

Chapter 3: Verifying Channel Activity


43

Getting Started with the Channel Monitor Application

Getting Started with the Channel Monitor ApplicationThis section describes how to start the Channel Monitor application and explains the different areas and functionalities of the Channel Monitor window.

The Channel Monitor application is started from the NICE Perform eXpress navigation bar.

To open the Channel Monitor application:


2. On the navigation bar, click Channel Monitor.

The Channel Monitor application appears. Note: Only channels that are mapped appear. If the channel is not mapped, it will not appear in the Channel List.

IMPORTANTAfter a period of inactivity, the Channel Monitor application does not shut down automatically.

Channels List Area

Player Area

44 Chapter 3: Verifying Channel Activity


Getting Started with the Channel Monitor Application

Navigating through the Channel Monitor Application

The Channel Monitor window is divided into tabs (up to 4 tabs), which consist of the following areas:

• Channel List: View the channel list

See Viewing the Lists of Channels on page 46.

• Player: Enables playing back selected recordings and to monitor channel activity during real time. See Understanding Player Types on page 47.



Viewing the Lists of Channels

Viewing the Lists of ChannelsThe lists of channels are displayed in tabs. Each tab contains information of up to 50 mapped channels. Each tab displays the information dynamically, depending on the amount of channels mapped in your system. For example, if only 60 channels are mapped, then only two tabs appear. On the first tab, the first 50 mapped channels appear (1-50) and on the second tab, the next10 mapped channels appear (51-60). If there are 200 mapped channels, then each tab will contain 50 channels for a total of four tabs.

Click to see an updated list of channels. The list refreshes automatically every 20 seconds. Only mapped channels appear in the list of channels.

When viewing a list of channels, the following information is displayed:

:

NOTE: • The system can have a maximum of 200 channels.

• (TDM environments only) If the channel is not mapped, it will not appear in the Channel List. See the relevant Installation Guide for more about channel mapping.

Table 3-1: Channel Monitor Information

Name Description

Channel ID Number generated when the channel is mapped in the Configuration application on the Channel Mapping tab.

Channel Name Displays the channel name.

Type Displays the channel type:

• TDMAnalogExtension

• TDMDigitalExtension

• TDMTrunk

• IPPassive

• IPActive

ActiveDisplays the icon ( ) when the channel is active. A channel is considered active only when there is voice/sound activity on the channel.

Status Displays the channel status. To see a list of possible channel statuses and their description, see Channel Status Description on page 51.



Understanding Player Types

Understanding Player TypesThe Player appears differently depending on whether it is playing back a recording or monitoring channel activity in real time.

Playing Back a Recording

When playing back a recording, the Player appears with a timeline and an orange marker that marks the current point in the playback. The Interaction Details display the time stamp and duration of the recording. See Monitoring Recorded Channel Activity on page 48.

Monitoring Channel Activity in Real Time

When monitoring channel activity in real time, the Player appears without a timeline or orange marker. The Interaction Details display the name of the monitored channel. See Monitoring Channel Activity in Real Time on page 49.

For more details, see the NICE Perform eXpress Interactions Guide: Query and Playback.

Orange marker during recording playback

No controls while monitoring channel activity



Monitoring Recorded Channel Activity

Monitoring Recorded Channel ActivityThe Channel Monitor application monitors channel activity by playing back voice activity that was recorded within the last 5 minutes.

To play back recordings:

1. Select the row of the channel that you want to play back. You can only play one channel at a time.

2. Click Play Last 5 Minutes . The channel activity is played back.

NOTE: When playing back channel activity from the Player, the Playback control is enabled (Play, Fast Forward, Rewind, Stop, and volume adjustment). Some Player functions are not available (Save, Comment, and Add Tag).

Volume - Enabled

Player Buttons - Disabled

Playback Control - Enabled



Monitoring Channel Activity in Real Time

Monitoring Channel Activity in Real TimeThe Channel Monitor application monitors channel activity in real time by playing the activity on the selected channel. Monitoring recordings is limited to one hour.

To monitor channel activity in real time:

1. Select the row of the channel that you want to monitor. You can only monitor one channel at a time.

2. Click Live Monitor . The Real Time Player starts playing a recording in real time. You can adjust the volume or stop the monitoring by means of the Player.

EXAMPLE: The compliance officer is notified that there is a problematic call with an agent. The compliance officer can then listen to the call in real time and assess the situation.

Volume - Enabled

Player Buttons - Disabled

Stop - Enabled



Configuring Channel Gain Control and Threshold

Configuring Channel Gain Control and Threshold Channel setup is only available for TDM channels. This functionality is not available for IP Active and IP Passive channels.

Channel setup comprises the Energy Threshold and Gain Control settings for TDM channels.

To configure channel setup:

1. Select the channel, or multiple channels, you want to configure.

2. Click Channel Setup . The Channel Setup window appears. When configuring multiple channels, the Energy Threshold and Gain Control values display the default settings and do not reflect the actual settings.

3. Complete the areas as follows, then click Save.

a. In the Energy Threshold area, drag the slider to set the threshold level (low - high) for activity. The threshold determines the energy level at which the recording starts.

b. In the Gain Control drop-down list, select On or Off.

Gain Control automatically increases or decreases the output level for acceptable quality recordings.

c. (TDM Analog Extensions only) If you selected Off in Step b, drag the slider to set the decibel level (Low to High) for which you want to increase low frequency.

d. (TDM Analog Extensions only) Select Enable Beep to activate beeping at intervals to indicate recording is taking place.

Manual Gain Control and beep are only available forTDM Analog Extension channels.



Channel Status Description

Channel Status DescriptionThere are two types of channel statuses that can appear for each channel:

• VoIP Channel Statuses

• TDM Channel Statuses

For troubleshooting, see the Troubleshooting Guide, and, if necessary, contact your Customer Support engineer.

VoIP Channel Statuses

The following channel statuses related to VoIP channels might appear. The Troubleshooting Guide and Maintenance Guide explain in detail how to perform the checks listed in the Suggested Action column.

Channels List AreaChannels List Area

Channel Status




TDM Channel Statuses

The following possible channel statuses related to TDM channels might appear. If one does appear, verify the PABX configuration, physical line connectivity, and the distance from the NICE Perform eXpress system. The Troubleshooting Guide explains in detail how to perform these checks.

Table 3-2: VoIP Channel Status

Channel Status Description Suggested Action

Channel Critical Error

Critical error occurred on the channel. Collect all log files and contact your Customer Support. Restart the system to refresh the channel.

Export Error Some or all of the channels failed to export buffers to the NICE Perform eXpress.

Collect all log files and contact your Customer Support. Restart the system to refresh the channel.

General Error IP Capture General error. Collect all log files and contact your Customer Support. Restart the system to refresh the channel.

OK No channel error.

Reception Error IP Capture data reception error. Check the NIC.

Table 3-3: TDM Channel Status


AIS Alarm Indication Signal. Signal with the digit “one” only, indicating an alarm on the far end (PABX).

Channel Indicators timeout

No phone indicators (LED, display…) where received for the last 30 minutes. The line most probably cannot function properly.

Frame error Frame found with errors.

Frame loss Frame was not found.

Line Error Indicates a problem with the line (Synchronization, loss problem, etc.)

Multiframe alignment was lost

Loss of multiframe alignment signal.

No Multiframe Synchronization

No synchronization on Multiframe level due to multiframe error or loss.

No Signal No input signal. Check line connectivity. Note: This status only appears if the channel is mapped.




No Signaling Capabilities are Available

OK No channel error.

RAI Remote Alarm Indication. Sent by the far end (PABX), indicating a problem with the signal it is receiving from the local end (ETAI-III board).

RS Receiver SLIP (time discrepancy)

Signal is Unbalanced

Positive and negative signal peaks are not equal.

Signal was lost No input signal. Check line connectivity.

Unknown Status

XS Transmitter SLIP (time discrepancy) - ISDN only.

Table 3-3: TDM Channel Status

Channel Status Description (Continued)



4

Managing Users and Groups

The User Administration application enables managing users and groups, as well as defining global settings for the organization.

Contents

Overview..........................................................................................................................56

Getting Started with the User Administration Application .........................................57

Understanding Displayed User Information.................................................................58

Understanding User Types and Privileges...................................................................60

Populating the System with Users................................................................................64

Managing Groups ...........................................................................................................68

Importing Users and Groups from an Excel File .........................................................70

Defining Organization Settings .....................................................................................71

Chapter 4: Managing Users and Groups


55

Overview

OverviewThe User Administration application enables managing users and groups, as well as defining global settings for the organization.

Use the User Administration application to:

• View NICE Perform eXpress users in their respective groups. See Understanding Displayed User Information on page 58.

• Add new users by defining their login, permissions, passwords, and other settings. See Populating the System with Users on page 64.

• Delete a user from NICE Perform eXpress. See Deleting Users from the System on page 67.

• Add new groups to organize users. See Adding Groups of Defined Users on page 68.

• Delete a group. See Managing Groups on page 68 and Deleting Groups on page 69.

• Import an Excel file with pre-defined User and/or Group information. See Importing Users and Groups from an Excel File on page 70.

• Define password settings and login options for your organization. See Defining Organization Settings on page 71.

Impact of the Authentication Mode on User Administration

Depending on whether your site uses NICE Authentication or Windows Authentication, you configure different options in the User Administration application. A description of each authentication mode and its impact on the User Administration application is described below:

NICE Authentication Mode

Users are configured in the User Administration application, where they are assigned a login name and password. Users log in to NICE Perform eXpress by means of their login name and password.

Windows Authentication Mode

Active Directory users must have a valid user name and domain in order to be configured as NICE Perform eXpress users. In the User Administration application, Active Directory users are configured to be NICE Perform eXpress users. Once they are configured as NICE Perform eXpress users, they are automatically logged in to NICE Perform eXpress.

To change the authentication mode, see the Maintenance Guide.

56 Chapter 4: Managing Users and Groups


Getting Started with the User Administration Application

Getting Started with the User Administration ApplicationThis section describes how to start the User Administration application and explains the different areas and functionalities of the User Administration window.

The User Administration application is started from the NICE Perform eXpress navigation bar.

To open the User Administration application:


2. On the navigation bar, click User Administration.

The User Administration application appears, displaying the User Management tab.

The functionality of the User Administration application includes:

• User Management - Enables creating new users, editing existing ones, and deleting users who are no longer part of NICE Perform eXpress. See Understanding User Types and Privileges on page 60.

• Group Management - Enables creating, editing, and deleting groups. See Managing Groups on page 68.

• User/Group Import- Enables importing an Excel file with pre-defined user and/or group information. See Importing Users and Groups from an Excel File on page 70.

• Settings - Enables defining the organizational settings. These settings include the display of the user name, password policy, domain settings, and login options. See Defining Organization Settings on page 71.

Add

Scroll to see the rest of the window



Understanding Displayed User Information

Understanding Displayed User InformationThe User Administration application summarizes information regarding NICE Perform eXpress users:

Table 4-1: User Administration Information

Name Description

(NICE Authentication only) User Name

Name of user (The name display is defined in the Settings tab. See Defining Organization Settings on page 71).

User Type See Understanding User Types and Privileges on page 60.

RecordedDisplays the icon if the user can be recorded. If the user cannot be recorded, no icon is displayed.Note: The Recorded status reflects the user’s assigned role as it is defined in the Add or Edit window.

Extension Displays the Extension/s or Station/s on which the user is being recorded. For the BT Syntegra ITS Switch, this must be 10 digits long. If necessary, use leading zeros.

Agent ID Displays the Agent ID/s by which the user is identified. For the BT Syntegra ITS Switch, this must be 12 digits long. If necessary, use leading zeros.

Defined as System User Displays whether or not the user is able to login to NICE Perform eXpress.

(NICE Authentication only) Login name

If defined as a user, the user login name is displayed.

OS Login Displays the MS Windows login name.

Email Displays the user’s email address.



Understanding Displayed User Information

Group Name Displays the group to which the user belongs.

User Status Displays the user status as one of the following:

• Active

• Not Active

• if user is not logged in for a certain period of time, according to the organization settings.

-or-

• if the user is defined as Not Active (when editing a user, see Understanding User Types and Privileges on page 60).

-or-

• if the user enters an invalid password several times, as defined in the Settings tab. (See Defining Organization Settings on page 71.)

• DeletedNote: To view deleted users, in the User Management tab, select Show deleted users.

Table 4-1: User Administration Information

Name Description



Understanding User Types and Privileges

Understanding User Types and PrivilegesThe User Administration application enables defining user types in the NICE Perform eXpress system. Each user type has specific privileges. The user types are:

• Agent

• Manager

• IT

• QM - Only for sites with a Quality Management license. See the Quality Management Guide.

Agent

An agent is an employee who makes or answers telephone interactions. Each agent is assigned an extension number (in a fixed seating environment) or an agent ID (in a free seating environment). The extension number and the agent IDs are used by NICE Perform eXpress to correlate the recorded interactions to the relevant agent.

Agents can have login rights to NICE Perform eXpress. In this case, agents can query and play back their own recordings. If the agent does not have access rights, the agent is defined in the system to ensure that recorded interactions are correctly correlated to this agent’s extension or ID.

Agent privileges are:

• View interactions in which the agent participated

• Query interactions in which the agent participated

• Play back interactions in which the agent participated

• Create/modify/delete private queries owned by the user

Manager

Managers are responsible for several agents. They can query and play back the interactions of their subordinates. If the manager is defined as a recorded manager, the interactions of this manager can also be queried and played back through the Interactions application. In this case, the manager needs to have an extension number or an agent ID.

Manager privileges are:

• View all interactions of the manager’s group

• Query all interactions of the manager’s group

• Create/modify/delete public queries owned by the user

• Play by any participant in the manager’s group

IT

The NICE Perform eXpress IT user has full access rights to the system and can also query and play back interactions of all the other users in the system. If the IT user is defined as recorded, the interactions of the IT user can be recorded. In this case, the IT user needs to have an extension number or an agent ID.




IT privileges are:

• Access to all NICE Perform eXpress applications.

• View, query, and play back all user groups

• Query all interactions

• Create/modify/delete any public queries

• Access the User Administration application:

• Add/modify/delete user

• Add/modify/delete group

• Attach User Type (role)

• (NICE Authentication only) Edit organization password/security settings

• Modify/delete public queries owned by others

• Play by any participant

• Extend the retention of an interaction

• Find audio directly from the Logger




Configuring User Privileges

Aside from the default user privileges assigned to each user type, you can add additional privileges to each user type. You configure these additional privileges from the Role Management tab.

Table 4-2: Role Management - Additional Privileges by User Type

User Type Privilege Description

Agent Save interactions Enables saving interactions in ASF format in order to play them from other locations.

Manager Save interactions

Access the Evaluations application

Enables evaluating interactions according to a previously created form.

Access the Reporter application

Enables generating reports according to specific users and forms.

Access the Form Designer application

Enables creating forms according to the quality management needs of the organization.




To add privileges to user types:

1. Click the Role Management tab.

The Role Management tab appears.

2. Select the additional privileges to add to each user type. See Configuring User Privileges on page 62 for more information.

3. Click Save.

IT Access the Channel Monitor application

Enables playing back recordings of channel activity that were recorded from each channel, as well as monitoring the channel activity in real time.

Access the Interactions application

Enables playing back interactions.

Save interactions Enables saving interactions in ASF format in order to play them from other locations.

Access the Evaluations application

Enables evaluating interactions according to a previously created form.

Access the Reporter application

Enables generating reports according to specific users and forms.

Access the Form Designer application

Enables creating forms according to the quality management needs of the organization.

QM Access the Channel Monitor application

Enables playing back recordings of channel activity that were recorded from each channel, as well as monitoring the channel activity in real time.

Save interactions Enables saving interactions in ASF format in order to play them from other locations.

Table 4-2: Role Management - Additional Privileges by User Type

User Type Privilege Description



Populating the System with Users

Populating the System with UsersNICE Authentication Only

When creating a user, you set their user type, permissions, login name, and password, as well as other settings.

Before You Begin

• When configuring managers and agents, you associate each user to a group. Verify that the necessary groups exist before you begin.

• To record users, you also need the following information:

• Agent ID for each user with login permissions

• Extension associated with each Agent ID

• CTI type for each extension

• You can add additional privileges to each user type. To configure user privileges, see Configuring User Privileges on page 62.

To add a user to a group:

1. From the User Management tab, click Add . The Add User window appears.

NOTE: When there is more than one new user to add, you can create an Excel file based on the available template and import the Excel file rather than adding each new user separately. For details, see Importing Users and Groups from an Excel File on page 70.




2. Enter the following information:

• First Name

• Last Name

3. In the User Type drop-down list, select a user type (role) to assign to the new user. The Add User window changes depending on the User Type. See Understanding User Types and Privileges on page 60 for a complete list of privileges.

Available types are:

4. (NICE Authentication Only) In the User Settings area, complete the following:

• Login Name - Enter a NICE Perform eXpress login name for the new user.

• Password - Enter a NICE Perform eXpress password for the new user.

• Password Settings - Select the checkbox if you want the new user to change the password at next login.

NOTE: The User Settings area does not appear if you selected Agents without login in Step 3.

Table 4-3: Available User Types

User Type Query and Playback Access to additional applications

Agent without login No rights No access to NICE Perform eXpress and is only recorded.

Agent with login Can play back and query his/her own interactions only.

Has access to the Interactions application in NICE Perform eXpress.

Manager Can play back and query his/her subordinates’ interactions only.

Has access to his or her team member’s interactions and public queries.

Manager - Recorded Can play back and query his/her and his/her subordinates’ interactions.

Same as Manager, but his or her interactions are recorded as well.

IT Can play back and query all interactions.

Has access to NICE Perform eXpress applications as defined in the Role Management tab. See Configuring User Privileges on page 62.

IT - Recorded Can play back and query all interactions (including his/her own).

Same as IT, but his or her interactions are recorded as well.




5. In the Recording Settings area, complete the following information:

• In the Extension drop-down field, select at least one extension. To remove an extension from the list, clear the checkbox.

• In the Agent ID area:

• In the ID field, enter an Agent ID, and click Add .

• From the CTI drop-down list, select a CTI type.

• To remove an Agent ID from the list, click Delete .

NOTE: The Recording Settings area does not appear if you selected non-recorded entities, such as Manager or IT in Step 3.

6. In the Additional Settings area, from the Assign to Group field, select a group according to the user’s role as follows.

• (Managers) Select the group which includes the manager’s team members.

• (Agents) Select the group that is associated with the agent’s manager.

NOTE: If the group you want does not exist, you can create a new group. See Adding Groups of Defined Users on page 68.

7. Enter the following additional information:

• OS Login Name - Operating System login name

• Domain (optional) - Select the name of the domain from the list.

• Email (optional)

8. Click Save.




Deleting Users from the System

After deleting a user, you can still query for this user in the Interactions application. However, you cannot edit the user properties. To view deleted users, in the User Management tab, select Show deleted users. The User Status appears as Deleted.

To delete a user:

1. From the User Management tab, select a user.

2. Click Delete .

3. The selected User Status changes to Deleted.



Managing Groups

Managing GroupsDefining groups enables creating sets of users. For example, you can define a group for each manager, which would include all the manager’s subordinates. This section covers the following topics:

• Viewing Groups on page 68

• Adding Groups of Defined Users on page 68

• Deleting Groups on page 69

Before You Begin

You need to know the names of the groups and which users they include.

Viewing Groups

The Group Management window displays a list of groups and a description for each group (if added).

The Group Management window is displayed below:

Adding Groups of Defined Users

For each manager, you add a group to include his or her team members. If you have more than one new group to add, you can create an Excel file based on the available template and import the Excel file rather than adding each new group separately. For details, see Importing Users and Groups from an Excel File on page 70.

To add a new group

1. From the Group Management tab, click Add . The Add New Group window appears.

2. In the Group Name field, enter a unique name for the group.

3. In the Description field, enter a description for your new group.



Managing Groups

4. Click Insert.

Deleting Groups

You cannot delete a group with users associated to it - not even if a user in the group was deleted.

You cannot delete the group All Users.

To delete a group:

1. From the Group Management tab, select a group.

2. Click Delete . The group is deleted from the list of groups.



Importing Users and Groups from an Excel File

Importing Users and Groups from an Excel FileNICE Perform eXpress enables importing existing Excel files with pre-defined users and/or groups. Importing files eliminates the need to retype and define each entry, which saves time and increases accuracy.

To import an Excel file:

1. From the User Management tab, click Import File .

The Import window appears.

2. Click to browse and select the Import file you want to import.

3. Click .

The Import window now displays the Summary area with summary and error information.

4. Click Close.

The User and Group definitions are imported into the User Administration application.

Import Summary Information appears here

Error Messages appear here



Defining Organization Settings

Defining Organization SettingsYou can define the following organization settings:

• Format of full name display (last and first)

• Domains of the users and the default domain

• Password policy (NICE Authentication Only)

• Login options (NICE Authentication Only)

Options change depending on whether your site uses NICE authentication or Windows authentication.

With Windows Authentication, the Settings window appears like this:

With NICE Authentication, the Settings window appears like this:




To define organization settings:

1. Click the Settings tab. The Settings window appears.

2. In the User Display area, from the Formatted Name field, select the order in which you want the name to appear: Last, First or First, Last.

3. (Optional) In the Domain Settings area, add a domain as follows:

a. Click .

b. In the Name field, enter the NetBIOS name of the domain.

c. To make the new domain the default domain, select Default Domain.

d. Click Add to add the domain to the list.

4. (NICE Authentication only) In the Password Policy area, select the password policy you want to impose:

Table 4-4: Password Policy

Password Policy In this field, define:

Password Expiration Whether or not the password will expire, and if so after how many days.

Password Change Whether or not the user can change their password, and if so, when.

New User Password Whether the user should change their password at the first login.




5. (NICE Authentication only) In the Login Options area, select Display login information, if you want the login information to appear each time the user logs in. The last login date and time is displayed as well as the number of failed login attempts.

Below is an example of Login Information that appears when a user logs in if this option is selected:

6. (NICE Authentication only) Select when the Login ID should be deactivated: either according to the number of days it is inactive, or according to a number of failed attempts due to an invalid password.

7. Click Save .

Password History Whether past passwords should be saved, and if so, how many passwords should be saved.

Password Checking • Defines the minimum amount of characters. The minimum number of characters permitted is four.

• Strict password checking enforces the following restrictions:

• Spaces cannot be the first or last character.

• Both numbers and letters must be used together.

• At least one character must be a capital letter.

• At least one character must be a special character such as $ or @.Note: ~ is not identified as a special character.

An example of such a password is: 1q2w3eG&.

Table 4-4: Password Policy

Password Policy In this field, define:



5

Finding Audit Messages

The Audit Trail application enables finding audit messages and viewing them.

Contents

Getting Started with Audit Trail .....................................................................................76

Finding Audit Messages ................................................................................................78

Viewing Messages ..........................................................................................................83

Chapter 5: Finding Audit Messages


75

Getting Started with Audit Trail

Getting Started with Audit TrailThis section describes how to open the Audit Trail application and explains the different areas and functionalities of the Audit Trail window.

Audit Trail is opened from the NICE Perform eXpress navigation bar.

To open Audit Trail:


2. On the navigation bar, click Audit Trail.

The Audit Trail window appears. See Navigating through Audit Trail below.

Navigating through Audit Trail

The Audit Trail window is divided into the following areas:

• Saved Queries pane: Displays the list of folders and existing queries. Queries saved in the Public folder can be run by everyone. Queries saved in the Private folder can only be run by you. You can set a default query that filters the messages automatically when you start Audit Trail.

See Running a Saved Query on page 78 and Setting a Default Query on page 81.

• Query Criteria pane: Enables creating a new query and displays the criteria of an existing query.

See Creating a New Query on page 79.

• Query Results area: Displays the results of the current query. The name of the query appears in the title bar of the Results area.

See Viewing Messages on page 83.

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Getting Started with Audit Trail

The Audit Trail window is displayed below:

Saved Queries pane Query Criteria pane Query Results area




Finding Audit MessagesIn order to find audit messages in NICE Perform eXpress, you run a query, which filters messages according to the timeframe and message type.

Several basic queries are included in NICE Perform eXpress, or you can create your own. After creating a query, you can save it and run it again.

Using Basic Queries

Basic queries are built in to NICE Perform eXpress. They filter for messages from a specified time in the past up to the present. These Basic queries are:

• Last 1 month

• Last 1 week

• Last 24 hours

• Last hour

See Running a Saved Query to use a basic query.

Creating Queries

Creating queries enables specifying the information you want to find in the query results. See Creating a New Query on page 79. After creating a query, you can save it and then use it again. See Running a Saved Query.

Modifying Queries

Modifying queries enables changing the information in the query results. See Modifying a Query on page 81.

Setting a Default Query

You can set a default query that will automatically filter the results each time you start Audit Trail. See Setting a Default Query on page 81.

Running a Saved Query

You run a saved query by selecting it in the Saved Queries pane.

Basic queriesExisting queries




To run a saved query:

• In the Saved Queries pane, select a saved query.

The audit messages appear according to the query criteria, which are displayed in the Query Criteria pane. The name of the query appears in the title bar of the Query Results area.

Creating a New Query

When you create a new query, you find audit messages according to the specific criteria you set. The query definition determines the query results. See Table 5-1.

To create a new query:

1. In the Saved Queries pane, select a folder where the query will be stored.

Name of queryQuery criteria Results

Table 5-1: Query Options

Option Result

Query located in the Public folder branch Everyone can run the query

Query located in the Private folder branch Only you can run the query

Query name After saving the query, this name appears in the Saved Queries pane

Show last Displays results from the specified period in the past up to the present

From/To Displays results for a specified period in the past

Message Types Displays results from a specific message type




a. Select Private folder or Public folder, depending on who you want to run the query. See Table 5-1 on page 79 for more information. Later, when you save the query, the query name will appear under the selected folder.

b. (Optional) Create a new folder for the query: Click the New button or right-click a folder, and select Folder. A new folder appears in the Saved Queries tree. Select the new folder, and name it in the Query Criteria pane. Click Save.

2. Click the New button or right-click an item, and select Query.

A new query appears in the Saved Queries tree, and the Query Criteria pane displays the options for the new query.

3. In the Query Criteria pane, define the search criteria for the new query. See Table 5-1 on page 79 for more information:

a. In the Query name field, enter a name for the new query. (Note: This name only appears in the Saved Queries pane after you save the query.)

b. Define a timeframe in one of the following ways:

• Select the Show Last radio button. Then select a time interval (Minutes, Hours, Days, Weeks or Months) and enter the appropriate time value (such as 3 Hours or 12 Days).

Name the folder

Save the folder name

Query name

Results limited by timeframe

Results limited by message types

Run querySave query




• Select the From radio button to define a specific time period. In the From and To fields, enter the date and time.

-or-

Click the Calendar button, and select dates from the displayed calendar. Click the

Time Chooser button, and enter a time.

c. To define specific messages as part of the search criteria: In the Message types list, press the Shift key, and select the messages you want to include in the results.

4. Click Run .

The results appear in the Query Results area.

5. (Optional) Click Save to save the query. The query is saved in the location you set in Step 1.

Modifying a Query

You can change the search criteria in an existing query and then save your changes.

To modify a query:

1. In the Saved Queries pane, select the query you want to modify.

The results appear in the Query Results area.

2. In the Query Criteria pane, change the query parameters as needed. See Table 5-1 on page 79 for a description of the options and Step 3 for detailed instructions.

3. Click Save to save the query.

Setting a Default Query

You can set a default query that will automatically filter the results each time you start Audit Trail.

To set a default query:

1. In the Saved Queries pane, right-click the query you want to change to the default query.

2. Select Set as default.




The default query appears with an orange filter icon next to it.

3. To remove the default status from the query, right-click the default query and select Remove default query.

Deleting a Query

You delete a query from the Saved Queries pane.

To delete a query:

1. In the Saved Queries pane, click the query you want to delete.

The query runs.

2. Click the Delete button.

The query is deleted from the Saved Queries pane.



Viewing Messages

Viewing MessagesThe Query Results area displays the messages that match the timeframe and message types specified in the query. See Understanding Audit Messages below for more information.

Understanding Audit Messages

Audit messages track activity in NICE Perform eXpress applications. Table 5-2 describes these messages.

Query Results area

Table 5-2: Audit Messages

Application Message Title

System Management

System Management - System TestSoftware Update

Channel Monitor Channel Monitor Start



Viewing Messages

User Administration

User Password ChangeOrganization Settings Update User Account EnabledUser Account DisabledUser Account LockedNew UserUser DeletionRole ModificationNew GroupGroup DeletionUser UpdateGroup UpdateUser Addition to GroupUser Removal from GroupPassword ResetUser Role Updated

Interactions Call SavePlayback StartPlayback On Channel StartExtend Retention

Table 5-2: Audit Messages (Continued)




Viewing Messages

Limiting the Number of Displayed Messages

General Information

You can limit the number of displayed audit messages to 100, 250, or 500.

To limit the number of displayed messages:

• From the Display Top drop-down list, select the number of to display.

The list of displayed changes to reflect your choice.

Configuration Configuration - Storage CreationConfiguration - Update Storage SettingsConfiguration - ESM device Configuration Configuration - ESM device UpdateConfiguration - ESM device DeletionConfiguration - New Recording PackageConfiguration - Recording Package DeletionConfiguration - New CTI SettingsConfiguration - CTI Settings UpdateConfiguration - CTI Settings DeletionConfiguration - New Recording SettingsConfiguration - Recording Settings DeletionConfiguration - Recording Settings UpdateConfiguration - New DeviceConfiguration - Device DeletionConfiguration - Channel Mapping UpdateConfiguration - Backup EnabledConfiguration - Backup DisabledConfiguration - Configuration AppliedConfiguration - Business Data AddedConfiguration - Business Data UpdatedConfiguration - Business Data Deleted

General Messages(No Application)

User LoginUser LogoutUser Login Failure

Table 5-2: Audit Messages (Continued)




6

Importing Channel Mapping and Users

Shared with:

All Installation guides (appendix)

Administrator’s Guide (chapter)

NICE Perform eXpress supports the use of Excel file templates for importing channel mapping and user definitions more quickly and efficiently.

Contents

Importing Channels from an Import File ......................................................................88

Importing Users and Groups from an Import File .......................................................97

IMPORTANT • To edit the Import file, Microsoft Excel must be installed on the NICE Perform eXpress

machine.

• To view the Import file, Microsoft Excel or Excel Viewer needs to be installed on the NICE Perform eXpress machine. You can download the Excel Viewer from the Microsoft Web site at the following link: http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=1cd6acf9-ce06-4e1c-8dcf-f33f669dbc3a

Chapter 6: Importing Channel Mapping and Users


87

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=1cd6acf9-ce06-4e1c-8dcf-f33f669dbc3a

Importing Channels from an Import File

Importing Channels from an Import FileNICE Perform eXpress supports importing channel mapping definitions using Excel files. This eliminates the need to add each monitored device and to map each channel separately on the Channel Mapping tab in the Configuration application.

You can create new Import files or edit existing ones. When you import an existing file that has been edited, channel mapping definitions are updated by the Import file.

Important Guidelines

• In the Configuration application, the monitored devices definitions in the Import file are appended to the monitored devices currently listed in the Channel Mapping tab.

However, the channel mapping definitions in the Import file overwrite the channel mapping definitions currently displayed in the Channel Mapping tab.

To avoid overwriting existing channel mapping definitions, you must include the existing definitions in the Import file.

• After importing the channel mapping definitions, always use the Import file to update these definitions. Any changes made directly in the user interface of the Channel Mapping tab will be overwritten the next time an Import file is imported.

• Each import file can have up to 200 channel mapping entries. If the import file contains more channels than allowed by your license, only the first channels will be imported.

This section describes:

• Creating Import Files for Channel Mapping on page 88

• Updating Channel Mapping from Import Files on page 94

• Importing a Channel Mapping Import File on page 95

Creating Import Files for Channel Mapping

When importing channel mapping definitions, you define the channel mapping parameters in the NPX Channel Mapping Import Template V3.0.xls file. This Import file includes macros that customize the channel mapping parameters according to the telephony environment of your site.

Along with the procedure for creating an Import file to import channel mapping, this section also includes:

• Channel mapping parameters as they appear in the Import file: See Monitored Device and Channel Mapping Parameters on page 91.

• Background information regarding the Excel file template: See About the Channel Mapping Import Template on page 93.

To create files in Excel format for importing channel mapping:

1. From the Channel Mapping tab in the Configuration application, note the existing channel mapping definitions. In Step 9 you will enter this information into the Import file.

88 Chapter 6: Importing Channel Mapping and Users



2. On the NICE Perform eXpress machine, from the Start menu, navigate to All Programs > NICE Perform eXpress > Import Templates.

3. Copy NPX Channel Mapping Import Template V3.0.xls to a location on your hard drive.

4. Open the template file. If prompted, Enable Macros.

The RecordingConfiguration tab appears.

5. From the File menu, select Save as and rename the file with a logical name (one containing the name of the telephony environment is recommended).

6. Open the new file you saved in the previous step and from the Select Telephony Environment drop-down list, select a Telephony Environment.

7. In the Number of Channels field, enter the number of channels to be mapped, including those that are already mapped in the Channel Mapping tab of NICE Perform eXpress.

Example: If 5 channels were previously mapped, and you are adding 15 more channels, enter the number 20.

8. Press the Tab key to select the cell with the GO! button. Then click GO!

Important: If the cell with the GO! button is not selected, then the GO! button will not work.

The table fills up according to the selected telephony environment and number of channels.

9. Enter information according to the guidelines in Monitored Device and Channel Mapping Parameters on page 91.

Enter number of channels here




10. In a Mixed Environment you will need two files, one for each environment. Repeat this procedure from Step 4 to create a second file.

11. Proceed to Importing a Channel Mapping Import File on page 95.

IMPORTANT You must include the channel mapping definitions that are already configured in the Channel Mapping tab of NICE Perform eXpress. These definitions will be overwritten when you import the Import file.




Monitored Device and Channel Mapping Parameters

The RecordingConfiguration tab is used to define parameters that are for Channel Mapping in the Configuration. It has four possible sections; only those sections relevant to the selected environment appear. The following table describes all four sections and all possible parameters.Table 6-1: Import File Channel Mapping Parameters

Section Instructions Parameter Description

Channel Mapping

A separate row is generated for each channel. Enter the details of the device mapped to each channel in the appropriate row. Each device entered in this section is automatically monitored and does not need to be entered in the Additional Monitored Devices section.

Special Considerations:

Trunks: Mapping is automatic. Define each device in the Additional Monitored Devices section.Positions: Define the To Device from the Extension to Position Mapping section in this section.

Channel Index Internally generated value. Do not edit this column!

Channel Name Used for easy identification of each channel in the Channel Monitor. Default names are automatically generated. You can edit these names as needed.

Device Name The number or name of the device being recorded.To use Positions, use this column as follows:

• To map Extensions to Positions, complete this field for all Positions.

• To map Positions to Extensions, complete this field for all Extensions.

• Use this value for the To Device field in the Extension to Position Mapping section.

Device Type The type of device being recorded. Example: Extension, Turret, Position, Station

• To map Extensions to Positions, complete this field for all Positions.

• To map Positions to Extensions, complete this field for all Extensions.

IP Address IP address of the telephone extension being recorded.




Additional Monitored Devices

Define all devices that are monitored but not recorded.All devices must be monitored to obtain relevant information, even if they are not recorded.

Special Considerations:

Trunk: Define all devices.Positions: Define the From Device in this section.Trunk with Positions: Define both the Extensions and the Positions.BT Syntegra ITS Switch: This value must be 10 digits long. If necessary, use leading zeros.To enter a range of values, type the first value and drag the column down.Example:

Device Name The number or name of the device being monitored (not recorded).For BT Syntegra ITS Switch, enter 10 digits.Example: 0000000010

Device Type The type of device being monitored (not recorded). Example: IVR, ACD, VDN, Station

IP Addresses for Monitored Devices

IP Address IP address of the telephone extensions being monitored.Enter a single IP address. Example: 123.123.123.123

-or-Enter a range of IP addresses. Example: 123.123.123.*

Table 6-1: Import File Channel Mapping Parameters (Continued)





About the Channel Mapping Import Template

After installing NICE Perform eXpress, a shortcut to the template for importing channel mapping parameters is located in the Start menu at the following path: All Programs > NICE Perform eXpress > Import Templates.

The name of this template is: NPX Channel Mapping Import Template V3.0.xls

It is an Excel file that includes the channel mapping parameters according to the telephony environment of the site.

Extension to Position Mapping

Trunk: Define both the From Device and To Device in the Additional Monitored Devices section.Extension and VoIP: Use the Device Number from the Channel Mapping section for the To Device.Use the Device Number from the Additional Monitored Devices section for the From Device.

Direction Select Extension to Position or Position to Extension.

From Device Use this value in the Additional Monitored Devices section.

• To map Extension to Position, enter the device number/name of an Extension.

• To map Position to Extension, enter the device number/name of a Position.

To Device Use this value in the Channel Mapping section or in the Additional Monitored Devices section (for trunks).

• To map Extension to Position, enter the device number/name of a Position.

• To map Position to Extension, enter the device number/name of an Extension.

Table 6-1: Import File Channel Mapping Parameters (Continued)





The Excel file uses macros in order to display the necessary channel mapping parameters for the required telephony environment.

The template consists of two tabs:

• RecordingConfiguration

• Metadata - Do not change the information in this tab!

When creating a file for import, you enter information in the RecordingConfiguration tab.

Updating Channel Mapping from Import Files

After creating a channel mapping import file, you can update the parameters in the file and then import the updated information into the Channel Mapping tab. When you import an updated file, only the parameters that have been changed are updated.

Example: Your original import file contains 10 channels. You purchase a new license with20 channels (total of 30 channels). You can use the original import file. Just enter the new number.

To update channel mapping from an Import file:

1. Open the Import file that includes the channel mapping parameters you want to change.

2. In the Number of Channels field, enter the additional number of channels to be mapped.

3. Press the Tab key, and then click the GO! button.

The additional channels are added to the file.

EXAMPLE:

In the example below, the telephony environment is Avaya TSAPI TDM Extension-Side, and the mappings for 10 channels are defined as follows:

IMPORTANT Make sure that the macros are enabled for use with the channel mapping import template.

TIP: If the GO! button is not active, make sure that the cursor is not inside a cell that already contains text.

Enter number of channels here




4. Enter information according to the guidelines in Monitored Device and Channel Mapping Parameters on page 91.

5. Save the file.

6. Proceed to Importing a Channel Mapping Import File on page 95.

Importing a Channel Mapping Import File

After creating or updating an Import file for importing channel mapping definitions, you import it from the Channel Mapping tab in the Configuration application.

To import channel mapping:

1. In the Channel Mapping tab in the Configuration application, click Import File .

The Import Channel Mapping window appears.

2. Click to browse and select the Import file for the current telephony environment.

3. Click .

The Import Channel Mapping window now displays the Summary area with summary information. If errors occur, the errors appear under the summary information.

IMPORTANTIn sites with two telephony environments, verify that you are importing the channel mapping definitions for the correct environment.

In this example, channel mappingdefinitions are imported for

TDM Extension-SideAvaya CDR




4. Click Close.

The Channel Mapping tab is updated with the data from the Import file.

TIP: To return to this or a previous tab, just click the tab.

After you click Next, the Storage and Archive tab becomes enabled.

• Save This will save your changes without applying them. You can continue to work on this page. Save does not make the settings active in your system. You will have to click Next to advance to the next tab.

• Apply This will apply the new setting to your system and make them active. Only Apply after you have completed all configuration definitions on all tabs and your system is not currently recording. Apply will interrupt recording.

WARNINGApply interrupts recording, resulting in a loss of data! Only click Apply when you have determined that your system is not currently recording

• Next This will save your changes (the same as Save) and will advance to the next tab.




Importing Users and Groups from an Import File

Importing Users and Groups from an Import FileNICE Perform eXpress supports importing an XLS file that defines users and groups in the User Administration application. Importing files, especially ones with many users or groups, can save you a great deal of time. Importing files avoids the need to retype and define each entry.

Important Guidelines

• Up to 200 users can be imported at a time. Each time you import the Import file, new users are added to the list of the current users.

• When users are already defined in the User Administration application, the Import file updates their information.

Creating Import Files for Importing Users and Groups

NICE Perform eXpress supports importing files in Excel (XLS) format. An Excel template is available that only requires filling in the mandatory fields. The template consists of three tabs:

• Groups

• Users

• Metadata

When creating a file for import, enter information in the Groups and Users tabs.

Groups Tab

Assign groups according to Manager team members to allow the manager to run queries on team members interactions.

Enter the following information in the Groups tab:

• Group Name

• Description

Users Tab

When creating a new user, set their user type, permissions, and other settings.

IMPORTANTDo not change information in the Metadata tab!




The table below lists the field name, description, and guidelines you must follow when filling information in the Users tab:Table 6-2: Users Tab Description and Guidelines

Field Name Description Guideline

First Name First Name of user (The display is defined in the Settings tab - see Defining Organization Settings on page 71.)

Mandatory

Last Name Last Name of user (The display is defined in the Settings tab - see Defining Organization Settings on page 71.)

Mandatory

User Type The main user types (roles) are:

• Agent

• Manager

• IT

• QMEach role has a predefined list of privileges.For details, see User Type description in Understanding User Types and Privileges on page 60.

Mandatory

Login Name If defined as a user, the user login name is displayed.

Password Login password If you do not enter a password, one of the following occurs, depending on whether the user is new or not:

• New user - the default password (nice1234) is used. At the first login, the user will be asked to change the password.

• Existing user - the current password is retained and is not overwritten with the default password.

Group The group to which the user belongs.

If you defined a group in the Group tab, the group name will appear in a drop-down list in the User tab.If you do not select a group in User tab, the new user will automatically belong to All Users.




Extension The extension/s on which the user is being recorded.

You must enter an extension as it is defined in the Configuration application. For the BT Syntegra ITS Switch, this must be 12 digits long. If necessary, use leading zeros.Example: 000000000010Note - You can add an additional extension in the Extension # 2 field.

CTI for Extension CTI that is associated with the extension.

In sites with only one CTI, you do not have to enter a CTI. In sites with two CTIs, you must enter a CTI.

Agent ID The Agent ID by which the user is identified.

CTI for Agent ID CTI that is associated with the Agent ID.


OS Login Name The Operating System login name.

Mandatory

Domain Name NetBIOS name of the domain

Email The user’s email address.

Extension # 2 The extension/s on which the user is being recorded.

You must enter an extension as it is defined in the Configuration application.For the BT Syntegra ITS Switch, this must be 12 digits long. If necessary, use leading zeros.Example: 000000000010

CTI for Extension #2 CTI that is associated with the second extension.


Agent ID #2 The second Agent ID by which the user is identified.

CTI for Agent ID # 2 CTI that is associated with the second Agent ID.

Table 6-2: Users Tab Description and Guidelines (Continued)

Field Name Description Guideline




To create files in Excel format for importing users and groups:

1. From the Start menu, navigate to All Programs > NICE Perform eXpress > Import Templates.

2. Copy NPX Users Import Template V3.0.xls to a location on your hard drive.

3. Double-click the template file to open it.

4. Enter information in the Groups and Users tabs according to the guidelines in Table 6-2. Up to 200 users can be imported at a time.

5. Rename and save file.

Importing a Group and User Import File

You can create or edit users and/or groups via an Excel file, and then import it. To create an Excel file to import, see Creating Import Files for Importing Users and Groups on page 97.

To import groups and users:

1. From the User Management tab in the User Administration application, click Import File

.

The Import window appears.

2. Click to browse and select the Import file you want to import.

3. Click .




The Import window now displays the Summary area with summary and error information.

4. Click Close.

5. Click Save to save the updated definitions in the User Administration application


Error Messages appear here



A

Using Extended Retention

• Extend the retention of specific interactions, such as those marked as a customer dispute. See Extending the Retention of Interactions on page 104.

• Search for interactions whose retention has expired or will expire shortly. See Filtering Interactions by Retention Information on page 107.

• Review the Extend Retention status of interactions whose retention has been extended. See Understanding Interaction Details With Extend Retention on page 108.

Contents

Extending the Retention of Interactions.....................................................................104

Filtering Interactions by Retention Information.........................................................107

Understanding Interaction Details With Extend Retention .......................................108

IMPORTANT Extending retention is only available to users who have administrative privileges in the NICE Perform eXpress system. Users who do not have these permissions will not see any of the features described in this section.

Chapter A: Using Extended Retention


103

Extending the Retention of Interactions

Extending the Retention of InteractionsExtending retention enables setting a new retention date for interactions that are in line for deletion from storage and archive.

Extend Retention Requirements

In order to extend the retention of interactions, the following two requirements must be met:

• The new expiration date, after extending retention, must be after the existing expiration date.

• The interaction must be archived.

If these requirements are not met, when attempting to extend the retention of interaction, the interaction appears in red with the message that retention cannot be extended.

NOTE: In order to extend the retention of interactions, the site must first be enabled for data retention. See the relevant NICE Perform eXpress Installation Guide for more information on enabling retention.

EXAMPLE: You want to extend the expiry date for certain interactions which were involved in a customer dispute. The current expiry date for the relevant interactions is 30 January 2009, and you extend this expiry date to 30 January 2011.

104 Chapter A: Using Extended Retention



To extend the retention of interactions:


2. On the navigation bar, click Interactions.

The Interactions application appears.

3. Query for the interactions whose retention you want to extend.

• To query according to current retention expiration dates and Extend Retention status, see Filtering Interactions by Retention Information on page 107.

• For general queries, see the NICE Perform eXpress Interactions Guide: Query and Playback.

The relevant interactions appear in the Query Results area.

4. Select an interaction whose retention you want to extend. To select more than one interaction, press the Shift or Ctrl key.

The action buttons are enabled.

5. Click Extend Retention . Note: If the Extend Retention button does not appear, retention is not enabled at the site. See the relevant NICE Perform eXpress Installation Guide for information on enabling retention.

Selected interaction

Action buttons




The Extend Retention window appears, and details of the selected interactions are displayed.

6. In the Extend retention to field, enter a date that is after the current expiration date. (If no date appears in the Current Expiration Date column, the interaction is not yet archived, and its retention cannot be extended.)

In the New Expiration Date column, the date is updated for all the listed interactions.

7. Click OK.

The retention of the interaction is extended. See Filtering Interactions by Retention Information on page 107 to query for interactions according to their Extend Retention status.

Details of theselected interactions



Filtering Interactions by Retention Information

Filtering Interactions by Retention InformationTwo of the query options, as described in the NICE Perform eXpress Interactions Guide: Query and Playback, relate to retention and Extend Retention status. These options appear in the Query Criteria area. They are:

• Retention Expiration Date: Finds interactions according to the retention date.

• Expired: Finds all interactions whose retention has expired.

• Expires in <number of months> months: Finds all interactions whose retention will expire in the specified number of months.

• Extended Retention Status: Finds interactions according to whether or not their retention has already been extended. The possible statuses are:

• In Progress: Request was made to extend the retention of the interaction.

• Retention Extended: Interactions whose retention has been extended.

• Failed: Retention was not extended for the interaction.

Retention query options



Understanding Interaction Details With Extend Retention

Understanding Interaction Details With Extend RetentionAfter extending retention, the interaction details appear with the Extended Retention status. Possible statuses are:

• In Progress: Request was made to extend the retention of the interaction.

• Retention Extended: Interactions whose retention has been extended.

• Failed: Retention was not extended for the interaction.

For information on how to expand the interaction details, see the NICE Perform eXpress Interactions Guide: Query and Playback.



B

Localization - Language Support

NICE Perform eXpress is supported in several languages. To install NICE Perform eXpress, your machine must be set to English. To configure and use NICE Perform eXpress, your machine must be set to your local language. The sequence by which you change language settings and install NICE Perform eXpress is outlined in How to Install NICE Perform eXpress in Languages on page 110.

Contents

How to Install NICE Perform eXpress in Languages................................................. 110

Setting the Regional Language................................................................................... 111

Setting Language Preference...................................................................................... 112

Chapter B: Localization - Language Support


109

How to Install NICE Perform eXpress in Languages

How to Install NICE Perform eXpress in LanguagesUse the following workflow to install NICE Perform eXpress in languages other than English.

Table B-1: Language Installation Workflow

What to do... For instructions see...

1. Set the Regional Language to English. Setting the Regional Language on page 111.

2. Install NICE Perform eXpress. See the relevant Installation Guide.

3. Reset the Regional Language to the local language.

Setting the Regional Language on page 111.

4. Set Language Preference so that the local language has top priority.

Setting Language Preference on page 112.

5. Log into NICE Perform eXpress and do the following:a. Select local languageb. Change passwordc. Activate license

See the relevant Installation Guide.

110 Chapter B: Localization - Language Support


Setting the Regional Language

Setting the Regional LanguageBefore installing NICE Perform eXpress, the Regional Settings on the NICE Perform eXpress machine must be set to English.

After the installation is complete, and before logging in to NICE Perform eXpress, reset Regional Settings to your local language.

To set Regional Language Settings:

1. From the Start menu, select Start > Settings > Control Panel > Regional and Language Options.

The Regional and Language Options window appears.

2. Select the Regional Options tab.

3. If you are about to install NICE Perform eXpress, complete the following:

a. Select English. Then click OK.

b. See the relevant Installation Guide to install the NICE Perform eXpress software or to run a silent installation.

4. If you have completed the installation, then before you log in to NICE Perform eXpress,

a. Select you local language. Then Click OK.

b. Continue with Setting Language Preference on page 112.



Setting Language Preference

Setting Language PreferenceBefore beginning this procedure, confirm that the Regional Language on your machine is set to your local language. For instructions, see Setting the Regional Language on page 111.

To use NICE Perform eXpress in your local language, the language must have the highest priority in your Internet Options. Use the following procedure to select a language and set priority.

This procedure must be completed on the NICE Perform eXpress machine and on each workstation that accesses the NICE Perform eXpress.

The language that has priority determines the language and format of your calendar and how dates appear on your window. If dates do not appear correctly, verify that the correct language has priority in the Language Preference window using the following procedure.

To set Language Preferences in Internet Explorer:

1. Open Internet Explorer and select Tools > Internet Options.

The Internet Options window appears.Figure B-1 Internet Options Window

2. Click Languages.



Setting Language Preference

The Language Preference window appears.

3. If your local language does not appear in the list, do the following:

a. Click Add.

The Add Language window appears.

b. Select a language. Then click OK.

If more than one dialect appears for your language, you can select any of them.

The language is added to the list in the Language Preferences window.

4. The Local language must be the first one in the list. To move a language to the top of the list, select the language. Then click Move Up.

5. Click OK to close the Language Preferences window.

6. Click OK to close the Internet Options window.

7. This procedure must be repeated on each workstation that accesses the NICE Perform eXpress.

The first languagein the list has priority



C

Finding Audio Directly from the Recording Unit

The Find Audio feature enables finding interactions directly from the Recording Unit when the interactions are not available in the database.

Contents

Overview........................................................................................................................ 116

Finding Audio on the Current Recording Unit - CDR Only ....................................... 117

Retrieving Audio from Version 8.9 Storage Media .................................................... 119

Chapter C: Finding Audio Directly from the Recording Unit


115

Overview

OverviewThe Find Audio feature enables finding interactions directly from the Recording Unit when the interactions are not available in the database. This feature is necessary in two scenarios:

• In CDR environments when the CDR fails to insert interactions into the database and immediate playback is required. See Finding Audio on the Current Recording Unit - CDR Only on page 117.

• When interactions are stored on media and are no longer in the database with corresponding metadata. See Retrieving Audio from Version 8.9 Storage Media on page 119.

The Find Audio feature is accessed from the Interactions application.

Find Audio

116 Chapter C: Finding Audio Directly from the Recording Unit


Finding Audio on the Current Recording Unit - CDR Only

Finding Audio on the Current Recording Unit - CDR OnlyIf the CDR disconnects, it does not insert interactions into the database. While the Total Recording Solution (TRS) does insert these interactions into the database after a five to eight hour delay, some environments, such as Trading Floors, require playing back recent interactions without any delay at all. The Find Audio feature enables playing back interactions directly from the Recording Unit without the need of the database.

To find audio on the current Recording Unit:


2. In the navigation bar, click Interactions.


3. Click Find Audio .

The Find Audio window appears.

4. Verify that Current Logger is selected.

5. In the Start Time field, click the Time button and select the beginning of a two-hour range when the interaction took place.

6. In the Stop Time field, click the Time button and select up to two hours after the value in the Start Time field.

7. Click OK.



Finding Audio on the Current Recording Unit - CDR Only

The interactions play back in Player. The channel details and time of the interaction appear in the Player title bar.

Channel Details and Time



Retrieving Audio from Version 8.9 Storage Media

Retrieving Audio from Version 8.9 Storage MediaWhen retrieving audio from a Version 8.9 system, it is retrieved from storage media through System Management >Backup Management tab, and it is copied to a Recording Unit. However, it has no metadata associated with it to enable querying for the interactions. By filtering the audio according to Logger and Channel information on the tape label, the Find Audio feature enables playing back the required interactions.

You need the following information from the label of the storage media:

• Logger ID

• Channel ID

• Time of the interaction

To retrieve audio from Storage Media

1. Log in to NICE Perform eXpress. See Logging in to NICE Perform eXpress on page 11.

2. In the navigation bar, click System Management.

The System Management application appears.

3. Click the Backup Management tab.

4. In the Media Status area of the Backup Management tab, select Retrieval.

5. Click Apply.


6. Insert the recording media that contains the interactions you want to retrieve. Recording media is labeled with its Creation Date.

7. In the Media Content area, select one or more channels that include the interactions you want to retrieve.

NOTE: In the Media Status area, verify that Retrieval is selected. If Archive is selected by mistake, the data on the recording media may be overwritten




8. In the From and To fields, enter the date and time of the interactions you want to retrieve. The time range can be up to two hours.

-or-


Chooser button, and enter a time. The time range can be up to two hours.

9. Click Retrieve.

Retrieval begins. In the Media Status area, the status changes from Ready for Reading to Retrieving. When the retrieval process is finished, the status changes back to Ready for Reading.

10. Click Interactions.


11. Click Find Audio .

The Find Audio window appears.

12. Select External Logger ID and enter the Logger ID included in the tape label.

13. In the Channel field, enter the channel included in the tape label.

14. In the From and To fields, enter the date and time of the interactions you want to retrieve.

-or-


Chooser button, and enter a time.

NOTE: The retrieval process can take several hours.




15. Click OK.

The interactions play back in the Player. The channel details and time of the interaction appear in the Player title bar.

Channel Details and Time



administrator's guide - npx - 3.0

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