integration with genesys t-server - np - 3.2

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Revision HistoryIntegration with Genesys T-Server

Revision Modification Date Description

A0 May 2009 • Added Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68.

• Added Outbound Dialer configuration. See Genesys T-Server Outbound Dialer Configuration on page 273.

A1 December 2009 • Minor changes.

• Added configuring business data in the CTI interface.

A2 December 2010 • Added information regarding Genesys Voice Platform SDK on page 42.

• Added limitations for Cisco UCM. See Cisco UCM Limitations on page 44.

• Added installation instructions for Windows 2008. See Installing the NICE CTI Integration Software on page 136.

• Added real-time driver plug-in configurations. See Configuring Real-Time Driver Plug-ins on page 237.

• Added additional interface parameters. See Additional Interface Parameters on page 256.

Blank page for double-sided printing.

Contents

1Overview 15

NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Genesys T-Server Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Site Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Alcatel-Lucent OmniPCX Enterprise (4400) . . . . . . . . . . . . . . . . . . . . . . . . 19Aspect Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Aspect Spectrum (Rockwell) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Avaya Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Cisco Unified Communications Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Ericsson MX-ONE (MD110) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Genesys SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25NEC NEAX/APEX/SV7000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Nortel Communications Server (CS) 1000 . . . . . . . . . . . . . . . . . . . . . . . . . 27Siemens Hicom 300/300E/300H (International) . . . . . . . . . . . . . . . . . . . . . . 28Siemens Hicom 300E (USA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Siemens HiPath 4000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Siemens OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Genesys T-Server Integration Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 32Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Key Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Genesys T-Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33NiceLog (Audio Logger) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33NiceScreen Logger (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33NICE Interactions Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Genesys T-Server Equipped with Avaya PBX . . . . . . . . . . . . . . . . . . . . . . . 34

Contents

NICE Perform® Release 3.2: Integration with Genesys T-Server (Rev. A2)

7

Genesys T-Server Equipped with Aspect PBX . . . . . . . . . . . . . . . . . . . . . . 34Genesys T-Server Equipped with Nortel PBX . . . . . . . . . . . . . . . . . . . . . . . 34Genesys T-Server Equipped with Alcatel-Lucent PBX . . . . . . . . . . . . . . . . . 35Genesys T-Server Equipped with NEC PBX . . . . . . . . . . . . . . . . . . . . . . . . 35Genesys T-Server Equipped with Ericsson PBX . . . . . . . . . . . . . . . . . . . . . 35Genesys T-Server Equipped with Siemens PBX . . . . . . . . . . . . . . . . . . . . . 36Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX . . . . . . 36Genesys T-Server Equipped with Genesys SIP Server . . . . . . . . . . . . . . . . 36Genesys T-Server Equipped with Cisco Unified Communications Manager 37

Call Types and Features Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Supported Database Fields (CTI Fields) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Application Level Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Genesys Voice Platform SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Limitations and Special Behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Generic CTI Driver Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43General T-Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Alcatel-Lucent Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Aspect Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Avaya Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Cisco UCM Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Ericsson Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Nortel Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Siemens Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

2Quick Starts to Configuring Genesys T-Server 47

Quick Start for Genesys T-Server Administrators. . . . . . . . . . . . . . . . . . . . . 48Quick Start for NICE Perform Installers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

3Genesys Switch Configuration 53

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Confirming the Switch DN Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

8 Contents


Verifying the Genesys T-Server Configuration . . . . . . . . . . . . . . . . . . . . . . . 55Checking Genesys T-Server Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Checking the Licenses using Genesys Configuration Manager . . . . . . . 55Checking the Licenses using FlexLM License Manager . . . . . . . . . . . . . 56

Viewing the Genesys T-Server Switch TCP Link . . . . . . . . . . . . . . . . . . . . . 57

Checking the Genesys Redundancy Server Configuration. . . . . . . . . . . . . . 59Viewing the Specific Switch Configurations . . . . . . . . . . . . . . . . . . . . . . . . . 61

Nortel Symposium Position Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 61Aspect Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Cisco Unified Communications Manager Configuration . . . . . . . . . . . . . . . . 63

Shared Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Extension Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Testing the Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Checking the Genesys T-Server Status and Configuration . . . . . . . . . . . . . 65Testing the Device Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Enabling RTP Events in Cisco and Genesys SIP Configurations . . . . . . . . . 68

4Configuring CTI Integrations for Genesys T-Server 73

Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Additional Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Defining Business Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Configuring Rejected Devices or Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Activating the Rejected Devices Real-time Plugin . . . . . . . . . . . . . . . . . 93Mapping NEQT Numbers to Trunk Groups (Alcatel Only) . . . . . . . . . . . . . . 94

Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

5Configuring Channel Mapping for Genesys 99

Overview for Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

9 Contents


Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Passive VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Configuring Sources Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Active VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

6Configuring Business Data - Additional CTI Data Fields 117

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Mapping Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Verifying Required Business Data Field Sizes and Keeping a Record . . . . 120Verifying Available Optional ID Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Choosing the Optional ID Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes 124Creating a Reserved Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Mapping the Reserved Column to the Optional ID Field . . . . . . . . . . . . . . 129

Indexing Reserved Columns and Business Data Fields . . . . . . . . . . . . . . . 131

7Installing the CTI Integration Software 135

Installing the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . . . 136

10 Contents


Enabling the Display of NICE System Information . . . . . . . . . . . . . . . . . . . 142

Maintaining the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . 143Modifying the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 143Repairing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 145Removing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 146Upgrading the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 148Verifying the Version Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

8Using NICE Testing and Debug Tools 153

Gather Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Preparing the Open Service Request Procedure Workflow . . . . . . . . . . . . 155Submit an Open Service Request Procedure - Checklist . . . . . . . . . . . . . . 156Open Service Request Procedure - Form to Submit . . . . . . . . . . . . . . . . . . 160Procedure 1: If a Problematic Scenario Occurs, What Should I Do? . . . . . 166

Log File Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Procedure 2: Setting Reporting Levels & Activating Debug Tools. . . . . . . 167Setting Up the Log Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . 168

Setting the Call Server, RCM, and Database Server Reporting Level . . . . 179Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Setting Up the Events Spy to Receive Events . . . . . . . . . . . . . . . . . . . 182Searching for Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Setting Up the CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186Changing CAPI Spy Tool Connection Details . . . . . . . . . . . . . . . . . . . 189

Setting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . 189Setting Up the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192Setting Up the Ethereal Sniffer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Procedure 3: Restarting the System and Running Problematic Scenario . 197Procedure 4: Collecting Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . . . . 198Optional: Prepare a List of Devices and Resources . . . . . . . . . . . . . . . . . 199Searching, Collecting, and Saving Events Spy Logs . . . . . . . . . . . . . . . . . 201

11 Contents


Searching for Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Saving Events in a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Saving Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Saving Selected Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility . . . . . . 203Collecting the Debug Service Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Procedure 5: Reset the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Resetting the Call Server, RCM, and Database Server Reporting Levels . 206Resetting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . 208Resetting the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Resetting the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 213Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 218

Stopping the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . 218Disconnecting the Connection Manager Monitor Client . . . . . . . . . . . . 218

Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Using the Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Using the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222Using the Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

9Genesys Testing and Debugging Tools 225

Genesys Support Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226Logs Builder Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

10Genesys Troubleshooting 233

Obtaining IP Addresses to Record in a VoIP Environment . . . . . . . . . . . . . 234Troubleshooting Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

12 Contents


11Configuring Real-Time Driver Plug-ins 237

Defining Media Correlation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238Defining Field Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244Defining Rejected Devices and Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

AGenesys T-Server Additional Configuration Parameters 253

Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

Interface Connection Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255Additional Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 259Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 261Switch Driver - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Driver Interface - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 267

BAdditional Interface Parameters for Genesys SIP and Genesys Cisco 271

CGenesys T-Server Outbound Dialer Configuration 273

Outbound Dialer Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274Configuring the Outbound Dialer in the Genesys T-Server . . . . . . . . . . . . 274

DInstalling NICE Perform Components with UAC On 277

Setting Security Options Before Installing the NICE Perform Component 278Setting .exe Files to Run in Administrative Mode . . . . . . . . . . . . . . . . . . . . 281Resetting Security Options After Installing the NICE Perform Component282Configuring Security Options Before Modifying NICE Perform Component

13 Contents


Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

Index 287

14 Contents


Chapter 1: Overview


15

1

Overview

This guide describes the integration between the NICE Interactions Center and the Genesys T-Server.

Contents

NICE Perform Site Installation Overview......................................................................16

Genesys T-Server Integration Workflow.......................................................................17

Integration Description ..................................................................................................18

Genesys T-Server Integration Architecture..................................................................32

Recording Solutions ......................................................................................................34

Call Types and Features Supported..............................................................................38

Supported Database Fields (CTI Fields).......................................................................40

Application Level Interface............................................................................................42

Genesys Voice Platform SDK ........................................................................................42

Limitations and Special Behavior .................................................................................43

IMPORTANT This guide provides technical information only. For detailed information regarding the availability of solutions and features, refer to the EIS full products price list and the Integration Description Document (IDD). In addition, you can contact your NICE regional sales engineer.

16 Chapter 1: Overview


NICE Perform Site Installation Overview

NICE Perform Site Installation Overview

NOTE: See the Site Installation Workflow Guide for a detailed overview.

NiceLog High Density Logger

Install MS SQL Server and NICE Perform Databases

Interaction Capture Unit (ICU)

Legend:

Connect one of the following:

NICE VoIP Logger

Perform Required Installation and Acceptance Test Procedures

Install NICE Perform Applications and define in System Administrator

Configure and then Install CTI Integrations

Configure the NICE Interactions Center in the System Administratorthen install the NICE Interactions Center software

Install VoIP Recording Gateway (VRG) and define in System Administrator

NiceScreenScreen Content AnalysisNICE Storage Center

Media Library

Telephony ServicesContent Analysis

Define Channel Mapping in the System Administrator

Stream Server

DO NOT define in System Administrator!

- or -

Integration dependant

Install relevant optional components and define in System Administrator:

Mandatorycomponent

Optional component

Install the latest approved Updates

Install NICE IA Link Analysis Serveron the Data Mart Server

- or -

- or - Branch Extensions Logger (BXL)

Define Loggers in System Administrator

Install Reporter Server and Import Packages

Install NICE Sentinel Server

Prepare the machinesand

ensure that the site readiness activities were completed successfully using the Site Readiness Tool

You are Here



Genesys T-Server Integration Workflow

Genesys T-Server Integration WorkflowThe workflow in this section describes the steps involved in integrating Genesys T-server with NICE Perform.

Click a step. The corresponding instructions appear.

Configuring CTI Integrations for Genesys T-Server

Configuring Channel Mapping for Genesys

Installing the CTI Integration Software

An Genesys site engineer must be present during the installation to assist with this phase of the installation!

Genesys Switch Configuration

Legend:

Mandatory component (with link to procedure in this publication)

Optional component

Configuring Additional CTI Fields (Business Data)

Congratulations!Your installation is complete!

Complete Entire NICE Perform Component Installation and Configuration

Install Latest Update Pack for EachNICE Perform Component



Site Requirements

Site RequirementsUpdate Pack 3.2.18 includes the Genesys Voice Platform SDK. (For more about the Genesys Voice Platform SDK, see Genesys Voice Platform SDK on page 42.) Before installing this Update Pack, you must install .NET Framework 3.5 on the Interactions Center Server.

Integration DescriptionThe sections below summarize the various Genesys T-Server integrations:

• Alcatel-Lucent OmniPCX Enterprise (4400)

• Aspect Call Center

• Aspect Spectrum (Rockwell)

• Avaya Communication Manager

• Cisco Unified Communications Manager

• Ericsson MX-ONE (MD110)

• Genesys SIP Server

• NEC NEAX/APEX/SV7000

• Nortel Communications Server (CS) 1000

• Siemens Hicom 300/300E/300H (International)

• Siemens Hicom 300E (USA)

• Siemens HiPath 4000



Integration Description

Alcatel-Lucent OmniPCX Enterprise (4400)

Driver Switch Configuration

Switch name and model

Alcatel-Lucent OMNIPCX Enterprise (4400)

Interface type Genesys T-Server CTI

Recording methods

• Station-side

• Trunk-side

• Passive RTP (phones with static IP addresses)

• Active RTP (via IP DR link)

Total, Interaction-based (for all recording methods)

Features Free Seating, Compound Call

CTI fields available for call search

See Supported Database Fields (CTI Fields) on page 40.

Number of business data fields available

Contact your site engineer for business data fields.

CTI fields supported by Call Flow Analysis




Aspect Call Center



Aspect Call Center


Recording methods

• Station-side

• Trunk-side












Aspect Spectrum (Rockwell)


Switch name Aspect Spectrum (Rockwell)


Recording methods

• Station-side

• Trunk-side

• Static RTP (phones with static IP addresses)

Total, Interaction-based










Avaya Communication Manager


Switch name Avaya Communication Manager


Recording methods

• Station-side

• Trunk-side


• Active RTP (active VoIP recording - via DMCC server)











Cisco Unified Communications Manager



Cisco Unified Communications Manager


Recording Methods

• Passive RTP (phones with static or dynamic IP addresses)

• Active RTP











Ericsson MX-ONE (MD110)



Ericsson MX-ONE (MD110)


Recording Methods

• Station-side



Features Compound Call









Genesys SIP Server



Genesys SIP Server


Recording Methods

Passive RTP (phones with static or dynamic IP addresses)











NEC NEAX/APEX/SV7000



SV7000NEAX/APEX 2400/7400ICS/MMX/IMS/IPX


Recording Methods

• Station-side

• Trunk-side

• Matrix Trunk-side












Nortel Communications Server (CS) 1000


Switch name Nortel Communications Server (CS) 1000


Recording methods

• Station-side

• Trunk-side

• Matrix Trunk-side


• Active RTP (phones with dynamic IP addresses)











Siemens Hicom 300/300E/300H (International)



Siemens Hicom 300, Siemens Hicom 300E, Siemens Hicom 300H


Recording methods

• Station-side

• Trunk-side











Siemens Hicom 300E (USA)



Siemens Hicom 300E (USA)


Recording methods

• Station-side

• Trunk-side











Siemens HiPath 4000



Siemens HiPath 4000


Recording methods

• Station-side

• Trunk-side


Total, Interaction-based










Siemens OpenScape



Siemens OpenScape


Recording Methods

Passive RTP (phones with static or dynamic IP addresses)










Genesys T-Server Integration Architecture

Genesys T-Server Integration ArchitectureWhen NICE Perform is integrated with the Genesys T-Server, the NICE Interactions Center communicates with the switch as illustrated in the diagram below.Figure 1-1 Genesys T-Server Integration

Workflow

The NICE Interactions Center establishes connection with the Genesys T-Server. Then, the NICE Interactions Center software registers the agent’s extension with the T-Server and starts receiving calls and agent events. This type of client model receives all the calls and agent events that occur.

The NICE Interactions Center maintains a process that reads the active QA schedule from the Interaction database:

1. If an agent will be recorded (according to one of the scheduler programs), the NICE Interactions Center sends a recording command to the audio Logger (NiceLog) and to the screen Logger (NiceScreen).

2. If the returned status from both Loggers is OK, the NICE Interactions Center locks the audio and screen data in the Loggers and stores the call details in the NICE Interactions Center.

3. The application can then query the database and perform a playback of the call. QA applications can playback voice and screen and evaluate the call using pre-defined evaluation forms.

CO

PABX

Genesys T-Server

NICE Interactions Center

NMS

Agent Extensions

(with Genesys

Trunk

LAN

Client T-Library)

NiceLog Logger



Genesys T-Server Integration Architecture

Key Components

Genesys T-Server

The Genesys T-Server is the core component of the Genesys suite. This is the component that manages the entire call flow at the Call Center, if it is configured as such. The Genesys T-Server can route calls within the PABX and perform other PABX-related tasks as well. The T-Server reports real-time CTI events to other applications in a call center, and acts as the CTI Server that is integrated with the NICE Interactions Center.

NiceLog (Audio Logger)

NiceLog is a powerful digital voice logging system. NiceLog Loggers can continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for immediate playback capability. Different Audio Loggers are available for the different recording methods (trunk, extension, VoIP).

NiceScreen Logger (optional)

The Screen Logger records agent screens and stores the data on its hard drive. The agent screen is sent from a proprietary application, which is installed on each agent workstation.


The NICE Interactions Center uses the Genesys T-Server interface (the T-Library) which acts as a client application that hooks into the Genesys T-Server. Through communication with the T-Server, the NICE Interactions Center software learns the call status, monitors call events and stores them in its databases. A user can then query its database, find a call and play it back. In addition, based on preconfigured settings, the NICE Interactions Center can determine whether or not a call will be recorded.



Recording Solutions

Recording SolutionsThis section describes the different recording solutions available in each configuration.

Genesys T-Server Equipped with Avaya PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Avaya PBX, the following recording modes are available:

• Extension-side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording.

• Trunk-side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and interaction-based recording. The 16 high-order bits of attribute ThisTrunk contain the Trunk Group; and the 16 low-order bits of the attribute ThisTrunk contain the Trunk Number.

• Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.

Genesys T-Server Equipped with Aspect PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Aspect PBX, the following recording modes are available:

• Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording.

• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads the string and removes the T character as the Trunk Number, while the Trunk Group value is always 0Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.

Genesys T-Server Equipped with Nortel PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a Nortel PBX, the following recording modes are available:


NOTE: This recording mode is available only from the Genesys T-Server version 6.1.008-04 and higher. Lower versions of the T-Server do not send the trunk information; therefore the NICE Interactions Center cannot record on the trunk-side.



Recording Solutions

• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute. The driver reads a long number and transforms it into a hexadecimal value.


Genesys T-Server Equipped with Alcatel-Lucent PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Alcatel-Lucent PBX, the following recording modes are available.


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. NEQT numbers must be mapped to trunk group numbers. The trunk information (NEQT number) is sent through the OtherTrunk attribute.


Genesys T-Server Equipped with NEC PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the NEC PBX, the following recording modes are available.


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads a long number and the three digits on the left side represent the trunk number.


Genesys T-Server Equipped with Ericsson PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Ericsson PBX, the following recording mode is available.





Recording Solutions

Genesys T-Server Equipped with Siemens PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Siemens PBX, the following recording modes are available:


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute.


Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Aspect Spectrum (Rockwell) PBX, the following recording modes are available:


• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute.


Genesys T-Server Equipped with Genesys SIP Server

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a SIP Server, the Passive VoIP recording mode is available. In Passive VoIP recording mode, the NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.

IMPORTANT See Obtaining IP Addresses to Record in a VoIP Environment on page 234.



Recording Solutions

Genesys T-Server Equipped with Cisco Unified Communications Manager

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Cisco Unified Communications Manager, the following recording modes are available:

• Active VoIP Recording: In Active VoIP Recording, audio packets are sent directly to the NICE VoIP Logger’s IP address, and there is no need for filtering. This connectivity is used for Total Recording and Interaction-Based Recording.


IMPORTANT See Obtaining IP Addresses to Record in a VoIP Environment on page 234.



Call Types and Features Supported


The following call types and features are supported by NICE Perform.

• Total Recording: Records all calls for all connected inputs.

• Interaction-based Recording

• Selective Recording: Records selected calls based on filter criteria.

• QA: Enables administrators to evaluate calls (via NiceUniverse).

• ROD: Enables agents to record a call on-the-fly.

The Genesys driver supports the following call scenarios:

• Simple internal/external calls: Records internal, inbound and outbound calls.

• Inbound/outbound calls to the xxx: The NICE Interactions Center enables users to specify calls to record according to a DNIS (Dialed Number Identification Service) number.

• Call Transfers: The following call transfer types are supported by the NiceLog System:

• Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B.

• Consultation Calls: For example, agent A calls a customer, and then calls agent B. Agent A then transfers the customer to agent B.

• Single Step Calls: For example, agent A calls a customer, and then transfers the call to agent B. Agent A does not wait for agent B to answer the call. If Agent B is not available, the call is disconnected.

• Conference Calls: NICE Interactions Center enables three-way conference call recording, including the following:

• Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B.

• Consultation Calls: For example, agent A calls a customer, and then calls agent B. Agent A then transfers the customer to agent B.

• Agent Login/Logout: Agents can log in and out of stations using Agent IDs (free seating). Calls are inserted into the NICE Interactions Center Calls database according to the Agent ID entered upon login. NiceLog can be commanded to record calls based on Agent IDs, and users can query calls using Agent IDs as search criteria.

NOTE: For detailed information regarding the supported features for each configuration (switch version and interface version), refer to the EIS full products price list and the Integration Description Document (IDD).

NOTE: This feature should be supported by the PBX as well. In those cases where the PBX does not supply this information, the agents can login/logout using the Genesys Desktop application. The driver then receives this information from the Genesys T-Server.




The Genesys driver supports the following features:

• Compound ID: Enables tracking of a call from the beginning to the end.

• Connection ID tracking: Follows the call events according to the Genesys ConnectionID parameter.

• Redundancy: After a failure occurs, the Genesys driver tries to reconnect to the backup T-Server automatically (and vice versa). Only one instance of the driver is running and is responsible for both T-Servers.

The Genesys T-Server works in two redundancy modes:

• Warm Standby: A backup T-Server starts if the primary T-Server fails. All the call events/requests that occurred during the failure are lost and the backup T-Server will handle all new call events/requests.

• Hot Standby: A backup T-Server starts if the primary T-Server fails. The backup T-Server is fully synchronized with the primary T-Server and will handle the call events/requests when the failure occurred.



Supported Database Fields (CTI Fields)

Supported Database Fields (CTI Fields)The supported database fields can change depending on the CTI information supported by the switch and the switch configuration. If supported, Table 1-1: Supported Database Fields lists CTI data from the Genesys switch that is automatically entered into the NICE Interactions Center. From the Business Analyzer, this information can be queried for further analysis.

Additional CTI Fields (Business Data)

For Genesys integrations, the site engineer at the customer’s site has the additional CTI fields (business data) that must be configured.

Get the following information from him/her for each additional CTI field (business data) field:

• Name of the business data field on the CTI server. This field name be exactly the same as the name on the CTI server. It is case-sensitive.

• Description. (Optional)

• Alias name of the business data field. The alias name is the name of the business data field that appears in the Business Analyzer. It does not have to be the exact name that appears on the CTI server.

• Type. Number or Text.

• Maximum size of business data (bytes). Maximum size (bytes) that the business data could be. When mapping the business data to its ID in the nice_interactions database, you need to allow for more than this maximum size.

Table 1-1: Supported Database Fields

Genesys Field Name

NICE Perform Database Fields Description

Station nvcStation Participant Station

Phone number nvcPhoneNumber Participant Phone Number

Direction tiCallDirectionTypeID Segment Call Direction Type ID

Call ID iPBXCallID Segment Switch Call ID

Connection ID Can be defined manually as User Data

UCID vcPBXUniversalCallInteractionID UNID

Agent ID nvcAgentId Participant Agent ID

DNIS DNIS Dialed Number Identification Service

Trunk Information

vcTrunkGroup Participant Trunk Group

vcTrunkNumber Participant Trunk Number

User Data (No default field since it is user defined)



Supported Database Fields (CTI Fields)

When you have this information from the site engineer, you need to calculate the:

• Minimum number of bytes required to map the business data to its ID in the database. This value is always higher than the maximum size of the business data.

• Optional ID in the nice_interactions database to associate with the business data.

See Mapping Business Data on page 119 for detailed procedures in making these calculations and configuring the additional CTI fields (business data) for your site.

After configuring the additional CTI fields, you need to define these fields in the CTI interface. See Configuring a New CTI Connection – Step 17 on page 85 and Defining Business Data Fields on page 88.



Application Level Interface

Application Level InterfaceGenesys T-Server supports the following:

• Monitoring Devices: The driver sends monitor requests for the devices in the Monitored Devices list only.

• Business Data Configuration: A CTI system can add data to the call segment via CTI desktop applications such as soft phones or Agent Desktop applications. To view this data in the NICE Interactions Center database, you must map these variables to the NICE Interactions Center variables. Business data can be a credit card number, transaction information, or any field defined specifically for this purpose.

The Genesys T-Server can be configured to send this information to its client applications. The User Data information is sent in the following format:

Key Name & Key Value

For example: Credit_Card_Number = 1234567

See Configuring Additional CTI Fields (Business Data) on page 117.

Genesys Voice Platform SDKThe integration between NICE Perform and the Genesys solution requires CTI communication between the NICE Interactions Center and Genesys T-Server. In order to receive CTI events from the telephony system, Genesys provided the T-Library SDK to third-party CTI applications such as NICE Perform.

From March 15, 2010, Genesys no longer supports the T-Library SDK. The Genesys Voice Platform SDK has replaced the T-Library SDK to provide CTI communication with the Genesys T-Server.

The Genesys Voice Platform SDK is installed with Update Pack 3.2.18 and above. In order to install it, .NET Framework 3.5 must be installed on the Interactions Center Server. See Site Requirements on page 18.

NOTE: Each DN that is monitored (recorded) by NICE Systems requires a license from Genesys.

PABX T-Server Interactions Center Server

T-LibrarySDK

PABX T-Server Interactions Center Server

Voice PlatformSDK



Limitations and Special Behavior

Limitations and Special BehaviorThis section describes the known limitations and special behavior when the Genesys driver is integrated into the environment.

Generic CTI Driver Limitations

This section describes the known CTI driver limitations.

• Wrong direction in the following scenario: A customer calls a supervisor; the supervisor calls an agent and then transfers the call. The Generic driver cannot predict the direction of the call between the agent and the customer (if the call is Outgoing or Incoming) because the Generic driver does not know the direction of the first call (between the supervisor and the customer). The driver assigns this call as Outgoing by default.

General T-Server Limitations

• In Transfer and Conference calls, the direction after the Transfer/Conference may be incorrect. This occurs because Genesys keeps the first call direction in all the segments of a complex call. For example: If a call starts as Internal and then the consultation phase is Outbound, then at times the Transfer/Conference is reported as Internal instead of Outgoing.

• In Blind Transfer/Conference calls to an unmonitored device, and if the target does not answer, the driver still opens a segment to the target device (if there is another party in the call that is being monitored). A dummy segment then appears in the database for the scenario.

Alcatel-Lucent Limitations

• Alcatel-Lucent OMNIPLX 4400 LX is not supported.

• The Alcatel-Lucent driver does not support T1 trunk-side recording, and only supports E1 trunk-side recording.

• There is a limitation when agent A1 calls agent A2, agent A2 does not answer and the call is diverted to agent A3, and then agent A1 blindly transfers the call to customer C1. The A3 OUT C1 report is missing from the database and the audio is not in the Compound call. The End Compound report appears when the call between agent A3 and customer C1 ends. Genesys switches the Originator and Destination DN when the transfer takes place.

NOTE: This occurs because Genesys sends established events only on the device that is answering. If the device that answers is unmonitored, the Genesys T-Server will not establish the event. Therefore, the Genesys driver establishes the call in all cases. When the other side closes the call, then the segment will be closed.




• There is a limitation when agent A1 calls customer C1 and then blindly transfers the call to agent A2 who does not answer, and the call is diverted to Agent A3 who answers. The End Compound report is missing from the database. The expected results are as follows:

• A1 OUT C1, TS

• A1 OUT C1, D

Aspect Limitations

• The availability of ANI and DNIS depends on the specific switch configuration.

• Aspect generates an Offered event with the same Call ID as the Transfer event. The following may therefore occur. An agent A1 calls a customer C1 and blindly transfers him to agent A2 (using CCT). Agent A2 talks to the customer. The call direction is recorded as IN, even though the direction of the first call is OUT.

• Analog extensions will not be recorded/

Avaya Limitations

• There is a limitation when a customer calls monitored agent A1, and agent A1 presses the Park Call button and performs a consultation transfer to monitored agent A2. While agent A1 is connected to agent A2, agent A1 again presses the Park Call button. Agent A2 is disconnected from the call and agent A1 retrieves the connection to the external party. At this point call recording stops.

• There is no support for a bridged appearance, which is call appearance on a telephone that matches a call appearance on another telephone for the duration of a call.

Cisco UCM Limitations

• Multiline is supported.

• When all the shared line devices are monitored, a monitored shared line is supported under the following limitations:

• Cbarge is not used.

• Extension mobility is not used.

• Pickup Group is not used.

Ericsson Limitations

• Free seating and Agent ID information is only supported on the MD110 MX-ONE when the DAC features are available on the MD110 MX-ONE and the CCA is installed too.

NOTE: The second Compound call is reported with direction INTRN, as there is no information re the device type.




Nortel Limitations

• In Nortel switches with Meridian Link version 5C or Symposium Call Center 4.0 and higher, login information is sent by the Genesys T-Server when the agent manually logs into the phone. However, in earlier versions, the login information is not sent when the agent manually logs into the phone.

• In all versions, login information is sent by the Genesys T-Server when the agent logs into the phone using the Genesys SoftPhone.

• There is a limitation when agents A and B are on an internal call and either one of the agents transfers the call to either a customer or supervisor. Only the call between the two agents is reported, and there is a transfer flag.

• There is a limitation when agents A and B are on an internal call and either one of the agents initiates a conference call to either a customer or supervisor (C). The call from the agent to C is not reported.

• Agent A1 and customer or supervisor C1 are engaged in a call.There are several limitations when:

• C1 transfers the call blind to another customer or supervisor C2, that is, without establishing a connection with C2. The call between A1 and C1 is only closed when the call with C2 is closed.

• Either A1 or C1 initiates a call transfer, speaks to a customer or supervisor C2 and then transfers the call. There is no transfer flag for the call between A1 and C1.

• MEI Server issues:

• The AutoClean process on the MEI server, which runs every day at midnight, may trigger a shutdown message.

• In Backup mode, when shutting down the MEI server, the TCP connection breaks. No shutdown message is sent to the driver.

• Disabling the high-speed link may trigger a shutdown message.




Siemens Limitations

• A parked call to a supervisor is not supported, and after the park, the call will not be recorded. After the supervisor picks up the parked call, the call will not be recorded even if the other participant of the call is an agent.

• Trunk information is not always reported. The switch reports trunk information in the following events only:

• outbound scenarios - networked reached events

• incoming scenarios - ringing events.

If the Genesys driver does not receive trunk information on these events from the T-Server, the trunks will not be recorded. For example: A customer calls a supervisor, and then the supervisor transfers the customer to an agent, the trunk information is not reported by Genesys.

2

Quick Starts to Configuring Genesys T-Server

This section includes two Quick Starts:

• Quick Start for the Genesys T-Server administrator to prepare the switch for NICE Perform

• Quick Start for NICE Perform installers to integrate NICE Perform with the Genesys T-Server.

Contents

Quick Start for Genesys T-Server Administrators.......................................................48

Quick Start for NICE Perform Installers........................................................................50

NOTE: These Quick Start workflows give a comprehensive overall picture of the Genesys T-Server configuration and enable you to keep track of your progress. However, they are not a substitute for using this manual. The procedures in this manual give not only detailed instructions, but also contain important information, notes, and warnings. Failure to adhere to these instructions may cause the entire configuration to fail!

Chapter 2: Quick Starts to Configuring Genesys T-Server


47

Quick Start for Genesys T-Server Administrators


No Procedure Comments Refer to...

1 Confirm the configuration of the devices (DN).

Check that there are no events for specific devices.

Confirming the Switch DN Configuration on page 54

2 Verify the Genesys T-Server configuration.

NICE Perform needs to have right to monitor licenses to monitor devices and agent seats.

Checking Genesys T-Server Licenses on page 55

3 Verify the TCP link. For Avaya, make sure that the TCP link information is the same as the CTI link for the MAPD card.

Viewing the Genesys T-Server Switch TCP Link on page 57

4 (Site-dependent)Verify the Genesys Redundancy server configuration.

Verify that the cti_ha_option parameter appears in the Genesys monitoring license.

Checking the Genesys Redundancy Server Configuration on page 59

5 Verify switch specific configurations

You need to verify specific parameters for the following switches:

• Nortel Symposium Position

• Aspect Agent

• Cisco Unified Communications Manager

Viewing the Specific Switch Configurations on page 61

6 Test the Genesys link and device configuration.

Testing the Genesys Configuration on page 65

48 Chapter 2: Quick Starts to Configuring Genesys T-Server



7 (Cisco Unified Communications Manager and Genesys SIP) Enable RTP events.

In order to record in a VoIP environment without using CTI-activated active recording, you need to know the IP address. If the IP address of the IP phone is not static, you obtain the IP address from RTP events. In Genesys, these events are not reported by default.You configure the rtp-info-password parameter in order to enable RTP events.

Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68




Quick Start for NICE Perform Installers



1. Configure additional CTI fields (Business Data).

The available CTI fields change depending on the switch type.

Additional CTI Fields (Business Data) on page 40

2. Configure a new CTI connection for Genesys T-Server.

You need the following information:

• IP address and port of the T-Server

• IP address and port of the warm or hot standby T-Server (if operating with redundancy)

• (Cisco Unified Communications Manager and Genesys SIP Server configurations) rtp-info-password parameter from the T-Server Properties window. See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68.

• Monitored devices

• User data (business data)

Configuring a New CTI Connection on page 74

3. (Site dependent) Configure rejected devices or trunks.

Configuring Rejected Devices or Trunks on page 89

4. (Alcatel) Map NEQT number to Trunk groups.

Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 94

5. Configure the channel mapping.

Configuring Channel Mapping for Genesys on page 99




6. Install the CTI Integration software.

Installing the CTI Integration Software on page 135

7. (Site dependent) Enable display of NICE System information.

If the CTI Integration software is not installed on the NICE Interactions Center server, you change the DCOM and WMI security settings on the machine where the CTI Integration software is installed.

Enabling the Display of NICE System Information on page 142




Chapter 3: Genesys Switch Configuration


53

3

Genesys Switch Configuration

Contents

Overview..........................................................................................................................54

Confirming the Switch DN Configuration.....................................................................54

Verifying the Genesys T-Server Configuration ............................................................55

Checking the Genesys Redundancy Server Configuration........................................59

Viewing the Specific Switch Configurations................................................................61

Testing the Genesys Configuration ..............................................................................65

Enabling RTP Events in Cisco and Genesys SIP Configurations..............................68

IMPORTANT This chapter provides information for NICE Perform site engineers. The actual switch configuration is performed by the Genesys site engineer only.

54 Chapter 3: Genesys Switch Configuration


Overview

OverviewThere are several procedures that must be followed to check the switch and Genesys T-Server configuration. These procedures apply to all the types of Genesys T-Server applications.

• Confirming the Switch DN Configuration

• Verifying the Genesys T-Server Configuration

• Checking the Genesys Redundancy Server Configuration

• Viewing the Specific Switch Configurations

• Enabling RTP Events in Cisco and Genesys SIP Configurations

Confirming the Switch DN ConfigurationThe DNs or devices are configured in the Genesys Configuration Manager. It is useful to check this information if there are no events for specific devices.

For switch-specific procedures, see Viewing the Specific Switch Configurations.

To check the DN configurations:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Switch > DNs.

A list of the configured DNs appears in the right-hand pane.Figure 3-1 Genesys Configuration Manager - DNs

2. Verify that all the monitored DNs appear.



Verifying the Genesys T-Server Configuration

Verifying the Genesys T-Server ConfigurationIt is important to check the following:

• Checking Genesys T-Server Licenses

• Viewing the Genesys T-Server Switch TCP Link

Checking Genesys T-Server Licenses

To enable NICE System to monitor interactions in the Genesys T-Server environment, you must obtain right to monitor licenses from Genesys for monitoring devices and agent seats.

The two types of monitoring licenses are:

• tserver_tdn: Used for monitoring devices. T-Servers 7.0 and 7.1 require tserver_tdn licenses. From Release 7.2, T-Server does not require a tserver_tdn license in order to operate.

• tserver_sdn: Used for monitoring agent seats. All T-Servers from 7.00 require tserver_sdn licenses.

These licenses enable NICE to monitor all available PABX devices (agent extension, positions, VDNs, ACD/Queue, IVR/VRU ports, other routing entities, and so on) and provide full support for CTI features, including compound call, tracking, call direction and trunk information.

You must ensure that there are sufficient licenses as follows:

• Checking the Licenses using Genesys Configuration Manager

• Checking the Licenses using FlexLM License Manager

Checking the Licenses using Genesys Configuration Manager

You can check the license information in the Genesys Configuration Manager.

To check the Genesys licenses:

1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located.

2. Right-click the required Genesys T-Server Application, and click Properties.

3. Select the Options tab.

4. Select license from the dropdown list.

The following window appears.

NOTE: This monitoring license information is for reference only. For the most current information regarding Genesys licensing, contact Genesys directly.




Figure 3-2 Genesys Configuration Manager - Licenses

5. Verify that there are sufficient licenses.

Checking the Licenses using FlexLM License Manager

The FlexLM License Server enables you to check how many of these licenses have been issued and how many are in use when the Genesys T-Server Application is running.

To check the Genesys licenses:

1. Make sure that the Genesys T-Server is running.

2. In the LMTOOLs window, select the Server Status tab.





Figure 3-3 LMTOOLS - Server Status

3. Verify that there are sufficient licenses. For example, in this example, you can monitor a total of 200 DNs, of which 102 licenses are currently in use.

Viewing the Genesys T-Server Switch TCP Link

The Genesys T-Server is connected to the switch via a TCP link.

For Avaya, this information should also be checked against the information configured on the switch end, which is the CTI link for the MAPD card.

To check the link-tcp:


2. Right-click on the required Genesys T-Server Application, and click Properties.

3. Select the Options tab.

4. Select link-tcp from the dropdown list.





Figure 3-4 Genesys Configuration Manager - TCP Switch Link

5. Check the following information in the window:

• hostname: IP address of the switch

• link-number: Link number to the switch

• port: Port number used to communicate with the switch



Checking the Genesys Redundancy Server Configuration

Checking the Genesys Redundancy Server ConfigurationThe Genesys T-Server works in a warm or hot standby redundancy mode. You configure this information when you create a new CTI Interface. See Configuring a New CTI Connection on page 74.

To check the Genesys redundancy server configuration on the primary T-Server:



3. Select the Server Info tab.

The following window appears.Figure 3-5 Genesys Configuration Manager - Redundancy - Primary Server

4. Select the required Backup server from the Backup Server dropdown list.

5. Select the redundancy type from the Redundancy Type dropdown list.

To check the Genesys redundancy server configuration on the backup T-Server:



3. Select the Server Info tab.

IMPORTANT Verify that the cti_ha_option parameter appears in the Genesys monitoring license. This parameter enables redundancy. See Checking Genesys T-Server Licenses on page 55.



Checking the Genesys Redundancy Server Configuration

The following window appears.Figure 3-6 Genesys Configuration Manager - Redundancy - Backup Server

4. Select the redundancy type from the Redundancy Type dropdown list.

NOTE: The redundancy type can be Hot StandBy or Warm StandBy and both Genesys T-Servers must have the same redundancy type.



Viewing the Specific Switch Configurations

Viewing the Specific Switch ConfigurationsThere are configuration procedures that are specific to certain switch types. The following switch-specific configurations are described:

• Nortel Symposium Position Configuration

• Aspect Agent Configuration

• Cisco Unified Communications Manager Configuration

Nortel Symposium Position Configuration

Extensions must be associated with ACD positions, and vice-versa, for the Nortel switch.

To check the position configurations:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Nortel Switch > DNs.

A list of the configured devices appears in the right-hand pane.Figure 3-7 Genesys Configuration Manager - Nortel

2. Double-click on an ACD position.

A window appears, displaying the ACD position properties, including the associated extension.




Figure 3-8 Genesys Configuration Manager - ACD Position Properties

3. Click Cancel to close the window.

4. Double-click on an extension.

A window appears, displaying the extension properties, including the associated ACD position.Figure 3-9 Genesys Configuration Manager - Extension Properties

5. Click Cancel to close the window.




Aspect Agent Configuration

Agent logins must be defined for the Aspect switch.

To check the agent configurations:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Aspect Switch > Agent Logins.

A list of the configured agent logins appears in the right-hand pane.Figure 3-10 Genesys Configuration Manager - Aspect

2. Verify that all the monitored agents appear.

Cisco Unified Communications Manager Configuration

T-Server for Cisco Unified Communications Manager supports Shared Lines and Extension Mobility configurations. These configurations are described in this section. To check the Cisco Unified Communications Manager configuration, see page 64.

Shared Lines

The Cisco Unified Communications Manager configuration supports Shared Lines, which enables more than one agent to share one line. Incoming calls to Shared Lines arrive directly to the Shared Line DN.

Configurations for Shared Line DNs are:

• Using MAC address suffixes as a part of the DN number.

• Using user-friendly suffixes on multi-line IP phones with a unique DN on a second line.

Both configurations can be implemented simultaneously at the same site.




Extension Mobility

T-Server for Cisco Unified Communications Manager supports Cisco’s Extension Mobility (EM), which enables dynamically assigning an EM profile number to a different telephone set. DNs with an assigned EM profile number do not appear differently in the Genesys Configuration Manager.

To view configured devices, see the procedure below.

To check the configured devices:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Cisco Switch > DNs.

A list of the configured devices appears in the right-hand pane.Figure 3-11 Genesys Configuration Manager - Cisco Unified Communications Manager

2. Verify that all the monitored DNs appear.

Shared lines with MAC address



Testing the Genesys Configuration

Testing the Genesys ConfigurationYou can test the configuration as follows:

• Checking the Genesys T-Server Status and Configuration

• Testing the Device Configuration

Checking the Genesys T-Server Status and Configuration

The Genesys Solution Control Interface (SCI) is used to start up, shut down and monitor the Genesys T-Server. You can use the SCI to check the T-Server logs and troubleshoot.

To test the Genesys T-Server link configuration:

1. In the Genesys Solution Control Interface, expand the tree and select the required Genesys T-Server.

The following window appears.Figure 3-12 Genesys Solution Control Interface

2. Check the following key information:

• Status: Whether the T-Server is started or stopped.

• Mode: Whether the T-Server is operating as the primary or backup server.

• Host: Name or IP address of the T-Server. For the primary and standby T-Server, you define this value when you create a new CTI Interface (see Figure 3-9 on page 58).




• Port: The T-Server port ID. This information is used in the windows described above.

• Backup Server: The standby server, if specified.

Testing the Device Configuration

The Genesys ActiveX Desktop Toolkit StarterApp enables you to connect to the Genesys T-Server and monitor extensions, perform agent login, get business data, initiate and answer calls, and so on. This StarterApp toolkit is located on the Genesys installation DVD.

To test a device:

1. Launch the Starter Application and select the Settings icon.

2. In the Connection tab, enter the T-Server Host and Port, and then click Connect.Figure 3-13 Settings Window - Connection Tab

3. Select the DN tab.Figure 3-14 Settings Window - DN Tab

4. Enter the Directory Number and Type, click Register and OK.

The DN is registered.

5. Open the Event Log.




Figure 3-15 Event Log

6. Enter the extension number and click Dial.

Genesys StarterApp dials the designated number, and events are generated.Figure 3-16 Genesys StarterApp

7. Expand the branches in the Event Log (Figure 3-15) to view the generated events.



Enabling RTP Events in Cisco and Genesys SIP Configurations


(For Cisco Unified Communications Manager and Genesys SIP Configurations Only)

In order to record in a VoIP environment without using CTI-activated active recording, you need to know the IP address and, at times, the port of the RTP stream associated with the call’s audio.

If the IP address of the IP phone is not static, such as with DHCP, you obtain the IP address from CTI events. The events that contain the IP address and port information are called RTP events. In Genesys, RTP events are only available in the Cisco CUCM and Genesys SIP configurations. These events are not reported by default.

In order to enable RTP events, you need to configure the rtp-info-password parameter on the Genesys T-Server and then use this value in NICE Perform when configuring the RTP-Password parameter in the Genesys interface.

To enable RTP events:

1. In the Genesys Configuration Manager, expand the Configuration > Environment > Applications branch.Figure 3-17 Environment Branch

2. In the right pane, double-click the relevant T-Server.




Figure 3-18 T-Server List

The T-Server Properties window appears.Figure 3-19 T-Server Properties Window

Double-click

T-Serverthe relevant




3. Click the Options tab, and select TServer.Figure 3-20 T-Server Properties Window - Options Tab

The TServer options appear.Figure 3-21 T-Server Properties Window - Options Tab

4. Double-click rtp-info-password.

The Edit Option window appears.




Figure 3-22 Edit Option Window

5. In the Option Value field, enter the rtp-info-password.

6. Click OK, and then click OK again to close the TServer Properties window.

4

Configuring CTI Integrations for Genesys T-Server

This chapter describes the procedures for integrating Genesys T-Server with NICE Perform Release 3.2.

Contents

Before you Begin............................................................................................................74SNMP Service Installation..........................................................................................74

Configuring a New CTI Connection ..............................................................................74

Additional Configurations..............................................................................................88Defining Business Data Fields ...................................................................................88Configuring Rejected Devices or Trunks....................................................................89

Activating the Rejected Devices Real-time Plugin...............................................93Mapping NEQT Numbers to Trunk Groups (Alcatel Only) .........................................94

Verifying the CTI Integration..........................................................................................96

Configuring Individual Components.............................................................................97

IMPORTANT You must install and configure Genesys T-Server before you configure the NICE Perform integration with it. See Genesys Switch Configuration on page 53.

Chapter 4: Configuring CTI Integrations for Genesys T-Server


73

Before you Begin

Before you BeginBefore you begin, ensure that the Genesys T-Server is installed and configured by a Genesys technician using the Configuration Management Environment (CME) or configuration files:

• Configuration Management Environment (CME). The CME is an interface application that maintains the configuration of the Genesys suite.

The following configuration parameters should be obtained from the CME or the configuration files:

• IP address and port of the T-Server

• IP address and port of the warm or hot standby T-Server (if operating with redundancy)

• (Cisco Unified Communications Manager and Genesys SIP Server configurations) rtp-info-password parameter from the T-Server Properties window. See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68.


• User data (business data)

• Ensure that the site has sufficient number of Genesys T-Server licenses. See Checking Genesys T-Server Licenses on page 55.

SNMP Service Installation

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

Configuring a New CTI Connection

The CTI Connection defines the actual CTI Server with which the system integrates. For every CTI Interface, a telephony switch is configured. This is the physical server on which the CTI Interface is installed. More than one interface may be installed on the same telephony switch, it is therefore important when configuring the CTI Interface that the correct telephony switch is defined.

IMPORTANTThe information listed above should be retrieved by the Genesys site engineer.

NOTE: All system components must also be associated with each other appropriately.

NOTE: It is important that the Genesys site engineer is present during the installation.

74 Chapter 4: Configuring CTI Integrations for Genesys T-Server



The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is not suitable because of site considerations or other factors, configure the CTI Interface, the Connection Manager, and the Driver separately, as described in Configuring Individual Components on page 97.

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

To configure the CTI Connection:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.Figure 4-1 Technician Mode

2. In the Organization tree, select CTI Integrations. Figure 4-2 CTI Integrations Selected

3. In the Details Pane, click .

-or-

From the Actions menu, select New CTI Connection.Figure 4-3 Action Menu

The Set New CTI Connection Wizard starts.

IMPORTANT Before you begin, verify that the CLS is configured in the System Administrator.




Figure 4-4 Set New CTI Connection Wizard - Introduction

4. Click Next.

The CLS and Telephony Switch definitions window appears. Figure 4-5 CLS and Telephony Switch Definitions Window

5. Click the Attach CTI to CLS drop-down list, and select the relevant CLS Server.

Progress bar through the Wizard




6. Click the Telephony Switch Type drop-down list, and select the telephony switch type at the site. In the example below, Ericsson is selected.Figure 4-6 CLS and Telephony Switch Definitions Window - Selecting Ericsson

The telephony switch name appears in the Switch Name field.

Continue as follows:

• To define a new telephony switch, see Step 7 on page 77.

• To select an existing switch, see Step 8 on page 78.

7. To define a new telephony switch, do the following:

7.1. Make sure that Define new telephony switch is selected.

7.2. In the CLS Reporting Type drop-down list, select CTI or CDR, depending on which reporting type is supported by the switch.

IMPORTANT When working in multiple driver systems, each driver has to have its own physical switch ID number.

Select Define New Telephony Switch




7.3. (Optional) To disable advanced CLS Reporting options, click Advanced.

In the Agent Logon Mode area, clear the checkboxes to disable the following logon options:• To the same station again - allows agents to log in to the same workstation

more than once.• To more than one station - allows agents to log in to more than one

workstation.• To a station another agent is logged into - allows more than one agent to

log in to one workstation.

7.4. Continue with Step 9 on page 79.8. To use an existing telephony switch, do the following:

8.1. Select Use existing Telephony Switch.

A drop-down list of existing telephony switches appears.

8.2. Click the drop-down list and select the relevant telephony switch.Figure 4-7 CLS and Telephony Switch Definitions Window

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

Select Use existingTelephonySwitch




8.3. Continue with Step 9 on page 79.9. Click Next.

The CTI Interface type window appears.Figure 4-8 CTI Interface Type Window

In the Telephony Switch and CTI Interface Type area, make sure that Genesys is selected.

10. Click Next.

The CTI Interface information window appears.




Figure 4-9 CTI Interface Information Window

In the Interface Connection Details area, all mandatory parameters appear in bold.

11. Enter the mandatory parameters described in Table 4-1 below by completing the following:

11.1. In the Parameter column, double-click the parameter.

The Switch Connection Parameter window appears.Figure 4-10 Switch Connection Parameter window

11.2. Enter or select the correct value, and click OK.

12. (Redundancy only) To configure the redundant Genesys T-Server, complete the following:

Table 4-1: Mandatory Parameters for Genesys T-Server

Parameter Description

SwitchAddress Genesys T-Server IP address

PortID Genesys T-Server IP port ID




12.1. Clear the Show only required parameters checkbox.

The UseRedundancyMechanism parameter appears.Figure 4-11 Required Redundancy Parameters

12.2. Double-click UseRedundancyMechanism and select Yes from the Value drop-down list.

The parameters to configure the secondary IP address and port appear.Figure 4-12 Required Redundancy Parameters

Clear thischeckbox

RequiredRedundancyParameters




12.3. Repeat Step 11 on page 80 for the secondary IP address and secondary port.

13. Do one of the following:

13.1. (Cisco Unified Communications Manager and Genesys SIP Server configurations)

13.1.1. Expand Additional Interface Parameters.

13.1.2. Clear the Show only required parameters checkbox. Additional interface parameters appear.

13.1.3. Double-click RTP-Password. The Set Parameter Value window appears.

13.1.4. In the Value field, enter the value of the rtp-info-password parameter obtained from the Genesys T-Server. (See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68.)

13.2. (Active Alcatel environments where agents are defined only in Genesys and not in Alcatel)

13.2.1. Expand Additional Interface Parameters.

13.2.2. Clear the Show only required parameters checkbox. Additional interface parameters appear.

13.2.3. Double-click AlcatelReportAgent. The Set Parameter Value window appears.

13.2.4. In the Value field, enter No, and click OK.

13.3. (All other integrations) Leave the default settings for the Additional Interface Parameters.

14. Click Next.

The Available Devices window appears.




Figure 4-13 Available Devices Window




15. (Cisco Unified Communications Manager only) In the Import from area, click Switch and enter the relevant information regarding the AXL server. Click Import.Figure 4-14 Available Devices Window - Cisco Unified Communications Manager

16. Click Next.

The Optional Features window appears.

Fill in the relevant informationand then click Import




Figure 4-15 Optional Features Window

17. Continue as follows:

• If you require none of the above options, continue with Step 18 on page 85.• To define Business Data, select Business Data Fields Definition and continue with

Defining Business Data Fields on page 88.• If you require rejected devices or trunks, select Rejected Devices and continue with

Configuring Rejected Devices or Trunks on page 89.

• If the telephony switch is Alcatel, select Trunk Group and continue with Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 94.

• If you require Call Flow Analysis, select Call Flow Analysis. The Call Flow Analysis is automatically defined. Continue with Step 18 on page 85.

18. Click Next.




The Select a Connection Manager window appears.Figure 4-16 Select a Connection Manager

• To create a new Connection Manager, complete the following:

• Select Create a new Connection Manager.

• From the Port drop-down list, select an available port that is not listed in the Ports in Use area.

• To select an available Connection Manager, complete the following:

• Select Select available Connection Manager.

• From the Port in use area, select the appropriate port.

19. Click Next.

Ports in Use

IMPORTANT If no Connection Manager currently exists in your site, this window does not appear.




The Summary window appears.Figure 4-17 Summary Window

20. Click Finish.

The new CTI Connection appears on the CTI Integrations - Summary tab.



Additional Configurations

Additional ConfigurationsThis section describes the following topics:

• Defining Business Data Fields

• Configuring Rejected Devices or Trunks on page 89

• Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 94

Additional configurations for customizing the CTI connections are:

• Defining Media Correlation on page 238

• Defining Field Mapping on page 244

Defining Business Data Fields

Business Data fields are dynamic, depending on the Genesys T-Server configuration. Ask the Genesys site engineer for more information regarding the specific Business Data that you can configure.

To define Business Data for Genesys T-Server:

1. Expand the Business Data Fields Definition area.Figure 4-18 Business Data Fields Definition

2. Click Add.

The Add window appears.




Figure 4-19 Business Data Field Window - Add

3. Using the information provided by the Genesys site engineer, complete the following:

3.1. In the Name field, enter the parameter name.

3.2. In the Type field, select one of the following:

• String

• Integer

• Binary

3.3. Click OK.

The Business Data field appears in the list.

Configuring Rejected Devices or Trunks

When you have two parallel CTI integrations, such as a simple integration and a Dialer integration, you need to make sure that only the relevant devices or trunks are monitored for each integration. You can reject (filter out) the devices or trunks that are monitored in one integration so that they will not be monitored in the other integration.

To configure Rejected Devices or Trunks:

1. In the Rejected Devices area, add the devices and trunks you need to filter from the integration.

• For rejected devices, enter the rejected device ID.

• For rejected trunks, enter the rejected trunks using the following formula:

IMPORTANT Activation of this Real-Time plugin only takes place after you select it in the Driver configuration, see Activating the Rejected Devices Real-time Plugin on page 93.




T/Trunk group number/#/Time slot

2. Continue with the relevant procedure:• To add rejected devices/trunks, select the relevant procedure:

• To add a single rejected device/trunk, continue with Step 3 on page 90.

• To add a range of rejected devices/trunks, continue with Step 4 on page 91.

• To import a file of rejected devices/trunks, continue with Step 5 on page 91.

• To search for a rejected device/trunk, continue with Step 6 on page 92.• To delete rejected devices/trunks, continue with Step 7 on page 92.Figure 4-20 Connection Manager Switches Configuration Window

3. To add a rejected device/trunk, click Add. The Add Rejected Device window appears.

EXAMPLE: To reject all trunks in Trunk Group 5, enter - T5#*To reject all trunks, enter - T*#*To reject trunk numbers 3 to 6 in trunk group 7, enter - T7#3, T7#4, T7#5 and T7#6




Figure 4-21 Add Rejected Device Window

• In the Device field, enter the device number and click OK.

4. To add a range of rejected devices, click Add Range. The Rejected Devices window appears. Figure 4-22 Add Range of Rejected Devices Window

• Complete the information and click OK.

5. To import a file of rejected devices/trunks, click Import.

The Import Rejected Devices List window appears. Figure 4-23 Import Rejected Devices List Window

NOTE: You cannot add a range of rejected trunks using this method. You can, however, import a file with a list of rejected trunks.




• Complete the information and click OK.

The rejected devices appear in the Devices list.

6. To search for a rejected device/trunk, click .

The Search For Device window appears. Figure 4-24 Search For Device Window

6.1. In the Device field, enter the device ID or trunk information.

6.2. Click OK.

7. To delete devices or trunks, select the devices or trunks that you want to delete and click .

All rejected trunks and devices appear in the Devices list. Figure 4-25 Rejected Devices

NOTE: Use this method to import a file of rejected trunks.

NOTE: The devices and trunks are deleted with no warning message.




8. If you are configuring the New CTI Connection wizard, continue with Step 18 on page 85.9. After you have configured the New CTI Connection wizard, continue with Activating the

Rejected Devices Real-time Plugin on page 93.

Activating the Rejected Devices Real-time Plugin

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

To define rejected devices and trunks:

1. In the Organization tree, select CTI Integrations > Drivers > the relevant driver associated with the Genesys T-Server. The selected driver definitions appears.Figure 4-26 Driver General Information Window

2. Click the Interfaces tab.Figure 4-27 Attach Driver Interfaces Window

3. Select the relevant CTI Interface and click .

Select the relevant CTI Interface




4. Expand Driver Real-time Plugins.Figure 4-28 Driver Real-Time Plugins Area

5. Select Rejected Devices.

6. Click OK.

Mapping NEQT Numbers to Trunk Groups (Alcatel Only)

In the Alcatel integration, trunk information is reported in paired numbers, each comprised of the NEQT number and timeslot. To enable NICE Perform to receive complete CTI information, you must define the NEQT number and map it to a trunk group. The NEQT number is reported by the CTI Interface, and will be used by the RCM (Resource Call Manager) to map the call's audio.

To map NEQT numbers to trunk groups:

1. Expand the Trunk Groups Definition Neqt area.

Select Rejected Devices

TIP: You create the trunk group in System Administrator under Master Site > CLS Definitions > Channel Mapping. For information about this, see the Channel Mapping Guide.




Figure 4-29 Trunk Groups Definition NEQT

2. Click Add.

The Trunk Group - Add window appears.Figure 4-30 Trunk Group - Add Window

2.1. In the Neqt number, Number of neqt to add, and Trunk Group fields, enter the values. You obtain these values from the Alcatel-Lucent switch. For more information, see the Integration with Alcatel-Lucent guide.

2.2. Click OK.

3. Click Next to continue to selecting a Connection Manager. See Figure 4-16 on page 86.



Verifying the CTI Integration

Verifying the CTI IntegrationThis procedure describes how to verify that all the relevant system components have been attached.

To verify that all system components have been attached:

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

2. Click the Diagram tab.

A diagram of the Avaya PC integration appears.Figure 4-31 CTI Integrations Diagram

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



Configuring Individual Components

Configuring Individual ComponentsThe recommended CTI Integration workflow configures the complete CTI connection using the New CTI Connection wizard (see Configuring a New CTI Connection on page 74).

If this wizard is not suitable due to site considerations or other factors, you must configure each component individually.

The table below (Table 4-2: Individual CTI Components) provides you with the relevant path for each individual component’s wizard, in the System Administrator application.

IMPORTANT Make sure that you have the required prerequisite information for each wizard before you begin. See the table below for this information.

Table 4-2: Individual CTI Components

Wizard Required Information Path

CTI Interface • IP Address and port of the T-Server

• IP address and port of the warm or hot standby T-Server, if redundancy is used


• Recording Method

Select CTI Integrations > CTI Interfaces. Then, from the Actions menu, select New CTI Interface.

Connection Manager

• The name of the Connection Manager

• Default port number - 62094

• The IP address or Host Name where the Connection Manager is installed

• Reporting levels for all messages, if different from the defaults

• If any Connection Manager parameters need to be defined, their names and values

• The CTI Interfaces that are connected to the Connection Manager and any parameters and their values that might need to be customized.

Select CTI Integrations > Connection Managers. Then, from the Actions menu, select New Connection Manager.



Configuring Individual Components

For detailed information, see the System Administrator’s Guide.

Driver • The name of the driver

• The IP address or Host Name where the driver is installed

• The NICE Interactions Center servers connected to the driver

• Reporting levels for all messages, if different from the defaults

• If any driver parameters need to be defined, their names and values

• The CTI Interface that will be connected to the driver

Select CTI Integrations > Drivers. Then, from the Actions menu, select New Driver.

Table 4-2: Individual CTI Components (Continued)

Wizard Required Information Path



Chapter 5: Configuring Channel Mapping for Genesys


99

5

Configuring Channel Mapping for Genesys

This chapter describes the procedures required to configure the channel mapping. Select the relevant channel-mapping method according to your required recording type.

Contents

Overview for Channel Mapping...................................................................................100

Extension-Side Recording...........................................................................................101Configuring Channels Definition...............................................................................101Configuring Sources Definition.................................................................................102Configuring Static Mapping ......................................................................................103

Trunk-Side Recording ..................................................................................................104Configuring Channels Definition...............................................................................104Configuring Sources Definition.................................................................................105Configuring Static Mapping ......................................................................................106

Passive VoIP Devices ...................................................................................................107Configuring Sources Definitions...............................................................................109Configuring Static Mapping ...................................................................................... 110Configuring Dynamic Mapping ................................................................................. 110

Active VoIP Devices...................................................................................................... 112Configuring Channels Definition............................................................................... 112Configuring Sources Definition................................................................................. 113Configuring Static Mapping ...................................................................................... 115Configuring Dynamic Mapping ................................................................................. 115

100 Chapter 5: Configuring Channel Mapping for Genesys


Overview for Channel Mapping

Overview for Channel MappingThis chapter describes the procedures required to configure the channel mapping:

• Channels Definition

• Sources Definition

• Static Mapping

• Dynamic Mapping

To define channel mapping:

1. Define Logger Channels

All Audio Loggers must be defined in the Channels Definition branch of the Channel Mapping definition.

When defining the Logger’s channels, the definitions you make in the System Administrator must be identical to the configuration of the Logger! Determine the information below about the Logger before proceeding!

The Logger types are the available channels in time slots from the trunks that are to be recorded.

Logger types are listed in the System Administrator Guide.

2. Define Sources

Sources are two device data types, or workstation data definition to be recorded on the Logger. Each Source must be defined in the Sources Definition branch of the Channel Mapping definition.

3. Map Channels to Sources

Depending on the types of channels and sources, this is done using either Static or Dynamic mapping.

4. Update the CLS

The CLS must be updated with the new definitions. System Administrator Guide.



Extension-Side Recording

Extension-Side Recording When the source of the recording is extension-side, follow the below procedures. See the Channel Mapping Guide for detailed procedures.

Configuring Channels Definition

To configure Channels Definition:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition.Figure 5-1 Channels Definition Branch

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

3. In the Update Channel Details window, define the Channels. Figure 5-2 Update Channel Details Window

3.1. From the Recording Type drop-down list, select the relevant recording type:

• Plain (Total Recording)

• Time Selective (Interaction-based Recording)

3.2. From the Summation Support drop-down list, select the relevant settings:

• If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes.

Select Plain (Total) or Time Selective (Interaction-based)




• If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.)

3.3. (Optional) If your site requires Inserter Support, in the Inserter Support drop-down list, select Yes.

4. Click to save all changes.

5. Proceed to configure source definitions, see Configuring Sources Definition on page 102.

Configuring Sources Definition

To configure Sources Definition:

1. In the Organization tree, expand the Sources Definition branch.

2. Define the Sources, either using the Wizard or manually .Figure 5-3 Source Type Selection Window


4. Proceed to configure source definitions, see Configuring Static Mapping on page 103.

NOTE: Inserter Support is only applicable for Plain (Total-Recording) channels.

NOTE: Do not click the update configuration button until you have completed all the channel mapping procedures.


Select Extension




Configuring Static Mapping

To configure Static Mapping:

1. In the Organization tree, expand the Static Mapping branch.

2. Define Static Channel Mapping. Follow the standard Static Mapping procedures.

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

4. Click the button. This updates the CLS Server with the new mapping definitions.Figure 5-4 Update Configuration

NOTE: Extensions cannot be mapped using Dynamic Mapping.

Save button

Update Configuration button



Trunk-Side Recording

Trunk-Side RecordingWhen the source of the recording is trunk-side, following the below procedures. See the Channel Mapping Guide for detailed procedures.





3. In the Update Channel Details window, define the Channels. Figure 5-6 Update Channel Details Window

3.1. From the Recording Type drop-down list, select the relevant recording type:

• Plain (Total Recording)

• Time Selective (Interaction-based Recording)

• Digital Matrix

3.2. From the Summation Support drop-down list, select the relevant settings:

• If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes.

Select Plain (Total Recording) or Time Selective (Interaction-based Recording) or Digital Matrix




• If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.)







2. Define the Sources (the trunks) either using the Wizard or manually .Figure 5-7 Source Type Selection Window


4. Proceed to configure source definitions, see Configuring Static Mapping on page 106.

NOTE: Inserter Support is only applicable for Plain (Total Recording) channels.



Select Trunk










NOTE: Plain (Total Recording) or Time Selective (Interaction-based Recording) recording channels cannot be mapped using Dynamic Channel mapping.

Save button




Passive VoIP Devices

Passive VoIP DevicesThere are two types of Passive VoIP Device recording channels:

• Total Recording (Plain)- uses Static Mapping

• Selective Recording (Interaction-based) - uses either Static Mapping or Dynamic Mapping

To record Passive VoIP Devices, follow the below procedures. See the Channel Mapping Guide for detailed procedures.


To define channels definition:



3. In the Update Channel Details window, define the Channels.

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

Total-Recording Workflow Selective (Interaction-based) Recording Workflow

Channels Definition Channels Definition

Sources Definition Sources Definition

Static Mapping Static Mapping Dynamic Mapping

OR




Figure 5-10 Update Channel Details Window

3.1. From the Recording Type drop-down list, select Passive VoIP.

3.2. For Total Recording:

• In the Number of Total Passive VoIP Channels field, enter the relevant number of channels.

• In the Number of Selective Passive VoIP Channels field, enter 0.

3.3. For Selective Recording:

• In the Number of Total Passive VoIP Channels field, enter 0.

• In the Number of Selective (Interaction-based) Passive VoIP Channels field, enter the relevant number of channels.

3.4. Speaker Separation Support depends on the Logger configuration:

• If the source needs to be summed, select No.

• If the logger was set to record Rx and Tx, select Yes.



5. Proceed to configure source definitions, see Configuring Sources Definitions on page 109.



Select Passive VoIP




Configuring Sources Definitions



2. Define the Sources in one of the following ways:

2.1. Import source definitions directly from the Integrations (Switches):

2.1.1. Expand the relevant Sources attached to physical Switch.

2.1.2. Click and run the Import from Integrations wizard. Figure 5-11 Update Channel Details Window - Import from Integrations

-or-

2.2. Define sources that are attached to a physical switch using either the Wizard or

manually .

Figure 5-12 Source Type Selection Window


NOTE: You enter a static or dynamic IP address for each device.


Import from Integrations




4. Proceed to configure static mapping, Configuring Static Mapping on page 110, or dynamic mapping, Configuring Dynamic Mapping on page 110.







Configuring Dynamic Mapping

To configure Dynamic Mapping:

1. In the Organization tree, expand the Dynamic Mapping branch.

2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures.


4. Click the button. This updates the CLS Server with the new mapping definitions.

NOTE: Total-Recording must be mapped using Static Mapping.

Save button


NOTE: Interaction-based recording can be mapped either by Static Mapping or Dynamic Mapping.




Figure 5-14 Update Configuration

Save button




Active VoIP Devices

Active VoIP DevicesThere are three types of Active VoIP Device recording channels:

• Total Recording by Device

• Selective by Device

• Selective by Call

To record Active VoIP Devices, following the below procedures. See the Channel Mapping Guide for detailed procedures.





3. In the Update Channel Details window, define the Channels.

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

Total-Recording By Device Workflow

Channels Definition

Sources Definition

Static Mapping

Selective By Call Workflow

Channels Definition

Sources Definition

Dynamic Mapping

Selective By Device Workflow

Channels Definition

Sources Definition

OR

Static Mapping

Dynamic Mapping



Active VoIP Devices

Figure 5-16 Update Channel Details Window

3.1. From the Recording Type drop-down list, select Active VoIP.

3.2. In the Number of Total Active VoIP Channels by Device field, enter the relevant number of channels.

3.3. In the Number of Selective Active VoIP Channels by Call field, enter the relevant number of channels.

3.4. In the Number of Selective Active VoIP Channels by Device field, enter the relevant number of channels.

3.5. Speaker Separation Support depends on the Logger configuration:

• If the source needs to be summed, select No.

• If the logger was set to record Rx and Tx, select Yes.






1. In the Organization tree, click the Sources Definition branch.

2. Define the Sources in one of the following ways:



Select Active VoIP



Active VoIP Devices

2.1. Import source definitions directly from the Integrations (Switches):

2.1.1. Expand the relevant Sources attached to physical Switch.

2.1.2. Run the Import from Integrations wizard. Figure 5-17 Update Channel Details Window - Wizard

-or-

2.2. Create source definitions either using the Wizard or manually .Figure 5-18 Source Type Selection Window


4. Proceed to configure static mapping, Configuring Static Mapping on page 115, or dynamic mapping, Configuring Dynamic Mapping on page 115.


Import from Integrations

Select Active VoIP



Active VoIP Devices







Configuring Dynamic Mapping

To configure Dynamic Mapping:

1. In the Organization tree, expand the Dynamic Mapping branch.

2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures.


NOTE: • Total by Device recording channels cannot be mapped using Dynamic Channel

Mapping and must be mapped by Static Mapping.

• Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or by Dynamic Mapping. For Dynamic Mapping, see Configuring Dynamic Mapping on page 115.

Save button


NOTE: • Selective (Interaction-based) by Call recording channels cannot be mapped using

Static Channel Mapping and must be mapped by Dynamic Mapping.

• Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or Dynamic Mapping. For Static Mapping, see Configuring Static Mapping on page 115.



Active VoIP Devices


.

Save button


6: Configuring Business Data - Additional CTI Data Fields


117

6

Configuring Business Data - Additional CTI Data Fields

You can customize your site’s database by including additional CTI data fields that are available from your switch but are not automatically included in the nice_interactions database. These additional CTI data fields are referred to as Business Data in NICE Perform.

Contents

Overview........................................................................................................................ 118

Mapping Business Data ............................................................................................... 119

Indexing Reserved Columns and Business Data Fields...........................................131

118 6: Configuring Business Data - Additional CTI Data Fields


Overview

OverviewTo define Business Data from the additional CTI Data fields, you will need to know the exact parameter names of each business data field, as well as their type and actual size. See Chapter One Introduction - Business Data (Additional CTI Fields) for details.

Each business data field from the CTI Server requires a specific amount of storage space. The business data fields are passed through the Optional fields to the nice_interactions database. NICE Perform has a set number of Optional fields, each with its own fixed size.

Before you create and map the business data fields, verify that the available Optional fields are equal to or larger than the actual business data field size detailed in Chapter One Introduction - Business Data (Additional CTI Fields).

If one or more of the Business data fields are frequently queried, you can increase the query speed by adding an index to the column. See Indexing Reserved Columns and Business Data Fields on page 131.

After configuring business data, the business data values can be displayed in the Business Analyzer. Each business data field will be represented by one column in the Business Analyzer. To view this column, the user must choose it from the Preferences window.

IMPORTANT When calculating the size required for Business Data fields, remember that one character in the business data field requires one byte of space in the database except for systems using Unicode. In systems using Unicode, one character in the business data field requires two bytes of space in the database.

NOTE: If the Reserved Column or Optional ID field size are smaller than the actual business data field, data will be truncated!



Mapping Business Data

Mapping Business Data When mapping Business Data, you perform the following procedures in the order they appear:

1. Verifying Required Business Data Field Sizes and Keeping a Record on page 120

2. Verifying Available Optional ID Fields on page 121

3. Choosing the Optional ID Fields on page 122

4. Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes on page 124

5. Creating a Reserved Column on page 126

6. Mapping the Reserved Column to the Optional ID Field on page 129.




Verifying Required Business Data Field Sizes and Keeping a Record

Before you configure Business Data fields, it is vital that you verify the required Business Data field sizes for your site. This information is provided in Chapter One Introduction - Business Data (Additional CTI Fields), which lists the exact Business Data field names, their actual maximum sizes, their types, and usually a Minimum value to be entered in the Size field in the Business Data window.

Example:

For the XYZ Integration, there are three business data fields that you want to map. For this scenario, write down the relevant information that you need to map Queue.

To verify Business Data for your site and to keep a record:

1. Use the table in Chapter One Introduction - Business Data (Additional CTI Fields) to extract the relevant Business Data field information for your site.

2. Write down the exact business data field names, their types, and the actual/maximum size information of the relevant Business Data fields.

3. Continue with Verifying Available Optional ID Fields.

WARNING Business Data fields cannot be modified or deleted from the nice_interactions database once they have been configured and you can only configure a specific name once.

Exact Name of Business Data Field on CTI Server

Description

Alias Name (Business Analyzer column)

Type

Actual/ Maximum Size of Data (bytes)

Minimum Size Needed for Mapping. Defined in New Business Data Window (bytes)

Write down the Optional ID Numbers here

Queue ACD (Hunt) Queue Text 50 80 See Choosing the Optional ID Fields on page 122.

NumInQueue Text 11

CustomerNumber

Number 4




Verifying Available Optional ID Fields

Before you map your Business Data, it is important to verify which Optional ID fields are already in use, as there is a limited number of Optional IDs available of each size. Optional ID fields cannot be used more than once.

Example:

In our scenario, you check which Optional IDs are already mapped. The CLS Business Data window shows that the CallType business data field was already mapped to its Optional ID field.

Write down that Optional ID number 8 is already in use. Figure 6-1 Business Data - Optional ID Fields in Use

To verify available Optional ID fields:

1. Verify that you are in Technician Mode.

2. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > CLS Servers and select your NICE Interactions Center (CLS Server).

3. Click the Business Data tab. In the CLS Business Data area, a list of all defined business data fields appears. See Figure 6-1 on page 121.

In the Size column, the sizes of the business data fields that were already defined in the Reserved Column in the nice_interactions database appear.

In the Optional column, the Optional ID field numbers already assigned appear. All business data fields that have not had an Optional ID assigned appear with N/A in this column.

4. Verify which Optional ID fields are in use and which are available. Write down the Optional ID fields that are already in use, because Optional ID numbers cannot be used more than once.

5. Continue with Choosing the Optional ID Fields on page 122.

Verify which Optional ID fields are in use.

Here, only Optional ID field 8 is in use.




Choosing the Optional ID Fields

When choosing Optional ID fields, you can select any Optional ID field number that is not already in use, provided it is the correct size.

If the Minimum Size column does not appear in the table in Chapter One Introduction - Business Data (Additional CTI Fields), follow the procedure here carefully in calculating the minimum size for your business data field.

There are 32 Optional ID fields available.

Example:

In our scenario, you verified the following information regarding Queue: Queue has an Actual/ Maximum Size of 50 bytes and its Type of Business Data field is Text.

• Queue requires an Optional ID field that is 80 bytes in size.

• Any of the Optional ID field numbers between 23 and 30 can be used. They are all unmapped. (Only Optional ID field 8 was previously mapped.)

• Write down Optional ID field number 23 in the relevant column in the row for Queue.

IMPORTANT When calculating the size required for Business Data fields, remember that one character in the business data field requires one byte of space in the database except for systems using Unicode. In systems using Unicode, one character in the business data field requires two bytes of space in the database.

Table 6-1: Optional ID Fields

Optional ID Field Numbers Type Actual Size (bytes) in

Optional ID Field

Minimum Size (bytes) in Size Field in New Business Data Window

3, 4, 9, 10, 11, 12 Number Int 231 N/A

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

7, 8 Text 30 30

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

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

Text 80 80

31, 32 Text 120 120




To choose the Optional ID fields:

1. For Text Business Data fields only:

a. In the table in Chapter One Introduction - Business Data (Additional CTI Fields), in the Actual Size column, review the maximum byte size for each Business Data field your site requires.

b. Then, using Table 6-1:Optional ID Fields on page 122, from the Minimum Size (bytes) in Size Field in New Business Data Window column, select a size that is equal to or larger than the Business Data’s required actual size.

Business Data fields of Number Type do not require a Minimum Size.

2. For All Business Data fields:

a. In the Optional ID Field Numbers column, select any number that has not been mapped for the relevant Minimum Size. (You wrote down all numbers already mapped in Step 4 on page 121.)

If you have more than two Business Data fields that require Optional ID fields of 120 bytes, see Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes on page 124.

b. Write down the selected Optional ID field number next to the relevant Business Data field.

3. Continue with the relevant procedure:

• If your integration requires more than two Optional ID fields of 120 bytes in size, see Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes on page 124

• For all other Integrations, see Creating a Reserved Column on page 126.


Description


Type




Queue ACD (Hunt)

Queue Text 50 80 23

WARNING Set the Business Data fields to values greater than the actual data size (see the table in Chapter One Introduction - Business Data (Additional CTI Fields)) otherwise calls will be truncated!




Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes

Some integrations may require more than two fields with a minimum size of 120 bytes. However, as there are only two Optional ID fields of this size, this issue is resolved by calculating how many actual characters are needed for the Business Data fields on the PABX.

Example:

Our XYZ scenario also has three fields that require a minimum size of 120 bytes: CallerName, ConnectedName and CalledName. There are only two fields available of this size.

The site is not running a Unicode system.

Perform the following steps:

• Count the exact number of characters required by each of these business data fields on the PABX. ConnectedName was found to require only 75 characters on the switch. The other two business data fields were found to require 100 characters each.

• In the Minimum Value column for CallerName and CalledName, highlight the size of 120 bytes.

• In the Minimum Value column for ConnectedName, cross out the size 120 bytes and write 80 bytes instead.

Follow the procedure below.

To calculate the size required for Business Data fields:

1. If you have three or more Business Data fields that require a minimum size of 120 bytes in the Size field, count the number of characters that has been assigned to each of these business data fields on the PABX. (Frequently, the required actual size is much larger than the size that the PABX really uses.)


Description


Type




Queue ACD (Hunt) Queue Text 50 80 23

NumInQueue Text 11

CustomerNumber Number 4

CallerName Caller Name

Text 100 120

ConnectedName Text 100 120 80

CalledName Text 100 120




When calculating the size that the PABX uses, use the following rules:

• One character in a Business Data field is equivalent to one byte in the database.

• In a Unicode system, one character in a Business Data field is equivalent to two bytes in the database.

2. For the two business data fields that require the largest number of characters, circle their 120 byte size requirement in the Minimum Value column.

3. For the remaining business data fields on the PABX that do not exceed 80 bytes, write 80 in the Minimum Size column.

4. Continue with Creating a Reserved Column.

WARNING You must ensure that the data sent to this Business Data field does not exceed 80 bytes as any data sent over this size will be truncated!




Creating a Reserved Column

For each business data field required by your site, create a Reserved Column in the nice_interactions database. Use the information that you prepared in the previous procedure, see Choosing the Optional ID Fields on page 122.

Example:

In our XYZ scenario, in the New Business Data window, you define a Reserved Column with the Column Name - Queue, the Alias Name - Queue, the Column Type - Text and the Size - 80.

The size 80 is greater than the actual required size of the data field. It matches in size the Optional ID field previously noted down. Figure 6-2 New Business Data Window

To create a Reserved Column:

1. In the Organization tree, select Site > Database Servers. Then select the database server where the nice_interactions database is installed and click the Reserved tab.

The Reserved Column Details appear.

WARNING Set the business data fields to values greater than the actual data size (see Chapter One Introduction - Business Data (Additional CTI Fields)) otherwise calls will be truncated!After completing this step, you cannot change the allotted storage space for the data or delete the created business data field!




Figure 6-3 Reserved Column Details

2. Click Add. The New Business Data window appears. See Figure 6-2 on page 126.

3. Complete the following information using the information in Chapter One Introduction - Business Data (Additional CTI Fields):

4. Click Create.

Column Name Enter the name of the new field.

This must be identical to the Business Data field name on the CTI Server.

Alias Name Enter a meaningful name as the Alias Name appears in other applications.

For example, the name you enter in the Alias Name field appears in the Business Analyzer.

Column Type Select the relevant format for the new field.

Columns defined as DateTime cannot be used for business data.

Size If you select Number as the Column Type, you do not need to specify a size.

If you selected Text as the Column Type, specify a Size.

Select 20, 30, 40, 80, or 120 according to the Optional field sizes that you already decided to use.

Click AddReserved Tab

WARNING Set the business data fields to values greater than the actual data size (see Chapter One Introduction - Business Data (Additional CTI Fields)) otherwise calls will be truncated!After completing this step, you cannot change the allotted storage space for the data or delete the created business data field!




The newly defined business data field is added to the nice_interactions database and appears in the Reserved Column Details area.

Figure 6-4 Reserved Column Details Area

5. Repeat steps 1 - 4 for each additional business data field that your site requires.

6. Continue with Mapping the Reserved Column to the Optional ID Field.

New Reserved Column




Mapping the Reserved Column to the Optional ID Field

After you have created the Reserved Column for the Business Data field, you now need to map it to an Optional ID field.

You have already written down which Optional IDs you are going to use, see Choosing the Optional ID Fields on page 122.

Example:

In our XYZ scenario, navigate to the CLS Business Data area. You are now going to map Queue to its Optional ID field 23.

Queue appears in the Column Name list with the Size 80. The Optional column appears as N/A.

Double-click Queue. The Map Optional window appears.

Use the Optional ID number that you noted down, and in the New Optional ID field, select 23.Figure 6-5 Map Optional Window

To map the Reserved Column to the Optional ID field:

1. In the Organization tree, select CLS Definitions > CLS Servers > Interactions Center (CLS) Server Name. Then click the Business Data tab.

The CLS Business Data details appear. The additional business data fields that you created in the Reserved Columns appear in this list, see Creating a Reserved Column on page 126.Figure 6-6 Business Data Tab

2. Double-click a Column Name, or select it and click Edit .

The Map Optional window appears. See Figure 6-5 on page 129.

New business data field added in Reserved Column




This is where you map the Reserved Column to the Optional ID field.

3. In the New Optional ID field, select the number of the Optional ID field that you wrote down and that is the correct size for your business data, see Choosing the Optional ID Fields on page 122.

4. Click OK.

5. Repeat steps 1 - 4 for each business data field that your site requires and for which you have already created a Reserved Column field, see Creating a Reserved Column on page 126.

6. Click Save .

7. Restart the Nice Interactions Center Service and the Nice NBA Service.

8. If necessary, open the Users Administrator application and provide the relevant users with permission to access the new data fields. See the Users Administrator Guide for details.

9. In the relevant applications, display/access data as necessary. For example, in the Business Analyzer, use the Preferences window to display new fields.

10. If one or more of these business data field (Column) are frequently queried, you can increase query speed by adding a index to the column, see Indexing Reserved Columns and Business Data Fields on page 131.

IMPORTANT Ensure that you select the New Optional ID that you have already noted down and that is of the relevant size. All Optional IDs that are equal to or smaller than the Reserved Column size are displayed. Do NOT select a size that is smaller than the Reserved Column size!



Indexing Reserved Columns and Business Data Fields

Indexing Reserved Columns and Business Data FieldsNICE Perform includes all necessary indexes required for existing Reserved Columns.

Business Data (Reserved Columns) that are queried frequently can be given index values to increase query speed. If you need to index a Business Data field that you have mapped, use the procedure below.

You can index any Reserved Column (both those that you created manually and those provided by the system).

To index a reserved column:

1. In the Organization tree, select the Database Server on which the nice_interactions database is installed and click the Reserved tab.Figure 6-7 Reserved Column Details Area

2. Click Indexes. The Index Wizard starts.




Figure 6-8 Index Wizard

3. Click New. The New Index area is enabled.Figure 6-9 Index Wizard

4. In the Index Name field, enter a meaningful name for the Index.

5. In the Available Columns list, select the business data field/s that you want to attach for that index.




Only select the business data fields that are queried frequently. The new Business Data index is created and appears in the Current Indexes area.Figure 6-10 Index Wizard

6. You can attach more than one business data field to the same Index, provided you select them all at the same time. Indexes cannot be deleted. Figure 6-11 Index Wizard

Index with two business data fields attached to it




7. The order of the columns affects the efficiency of the index. In the Available Columns list, click Down and Up to prioritize the selected business data fields.Figure 6-12 Index Wizard

8. To save this index entry and create another one, click Save and repeat Steps 3-8.

-or-

To save this index and close this window, click OK.

9. In the Database Details area, click Save .

Click Up or Down to change the order of the Business data fields.

7

Installing the CTI Integration Software

You install the CTI Integration software after configuring the Genesys T-Server, as described in Configuring CTI Integrations for Genesys T-Server on page 73.

Contents

Installing the NICE CTI Integration Software..............................................................136

Maintaining the NICE CTI Integration Software .........................................................143Modifying the NICE CTI Integration software...........................................................143Repairing NICE CTI Integration software .................................................................145Removing NICE CTI Integration software ................................................................146Upgrading the NICE CTI Integration software..........................................................148Verifying the Version Number...................................................................................152

Chapter 7: Installing the CTI Integration Software


135

Installing the NICE CTI Integration Software

Installing the NICE CTI Integration SoftwareAfter configuring the Genesys switch, you install the CTI Integration software on the NICE Interactions Center.

For a site with an existing CTI Integration software installed:

If you already have a version of the NICE CTI Integration software installed, you may perform any of the following procedures:

• To add, modify, or remove the NICE CTI Integration software, see Maintaining the NICE CTI Integration Software on page 143.

• To upgrade the NICE CTI Integration software, see Upgrading the NICE CTI Integration software on page 148.

• To view the version number, see Verifying the Version Number on page 152.

To install the CTI Integration software:

1. On machines running Windows Server 2008 only, verify that the User Account Control (UAC) is set to On and that the Security Option Settings are configured according to the procedure in the Microsoft Windows Server 2008 Configuration Guide.

2. In the Interactions Center Server, insert the NICE Perform 3.2 Standard Software Package DVD.

3. Navigate to …\CTI Interactions Suite NP R3.2, and copy the Interactions Center Drivers 9.13.0.3 folder to your local hard drive.

4. From its location on your local hard drive, open the Interactions Center Drivers 9.13.0.3 folder, and do one of the following:

• Windows Server 2003: Double-click Setup.exe.

• Windows Server 2008: Right-click the Setup.exe file, and select Run as administrator.

The NICE Perform CTI Wizard starts.

NOTE: • Install the CTI Integration software only after configuring the Genesys switch.

• After completing the installation or upgrade, do not install Update Packs for the Interactions Center. See the Important note on page 142 for more details.

IMPORTANT If this integration supports Windows Server 2008, follow the relevant Windows Server 2008 procedures below. See the Certified Servers Guide for Windows Server 2008 support information.

136 Chapter 7: Installing the CTI Integration Software



Figure 7-1 NICE Perform - CTI Setup Wizard

The Welcome window to the CTI Integration setup appears.Figure 7-2 NICE Perform CTI - InstallShield Welcome Window

5. Click Next.

The Choose Destination Location window appears.




Figure 7-3 Choose Destination Location Window

6. To change the default installation path, click Browse and select the required path. In the Choose Folder window, click OK.

7. Click Next. The Select Integrations window appears. Figure 7-4 Select Integrations Window

8. Expand the relevant integration, and select Genesys.

9. Click Next.

The System Administrator Server Location window appears.

Select Genesys

Expand the integration




Figure 7-5 System Administrator Server Location Window

The associated Port number (62070) appears by default. 10. In the Hostname/IP address field, enter the location of the System Administrator service. 11. Click Next.

The Log On window appears.Figure 7-6 Log On Window

Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 12 on page 139.

-or-

• To configure for a local system account, continue with Step 13 on page 140.

12. For a network user account:

12.1. In the This Account field, enter the domain\user.

Type the System Administrator service location

Port number 62070 appears by default.




12.2. In the Password field, enter the password.

12.3. Continue with Step 14.

13. For a Local System Account, select Local System Account. Continue with Step 14.Figure 7-7 Log On Window

14. Click Next. The Start Copying Files window appears.Figure 7-8 Start Copying Files Window

15. Click Install. The Setup Status window appears and the installation begins.




Figure 7-9 Setup Status Window

The InstallShield Wizard Complete window appears.Figure 7-10 InstallShield Wizard Complete Window

16. Click Finish. The Integration package is installed.

17. (Avaya DMCC configuration only) To enable Single-Step Conference recording mode, the PassOriginalCallID must be changed to Yes. See the description of PassOriginalCallID on page 268.

18. (Cisco Interaction-based Active recording only) In the switch driver interface, the PassOriginalCallID must be changed to Yes. See the description of PassOriginalCallID on page 268.

19. (To use the non-supported T-Library SDK) You need to add the LoadLegacyCtiLink parameter to the interface and define it as Yes. For background information about the SDKs, see Genesys Voice Platform SDK on page 42.

19.1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.




19.2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration. The Driver General Information area appears.

19.3. Click the Interfaces tab, and select the relevant CTI interface.

19.4. Click Configure. The Driver - Interface Configuration window appears (Figure A-14 on page 267).

19.5. Click Add. The Add New window appears.

19.6. In the Name field, enter LoadLegacyCtiLink. This value is case-sensitive. Enter it exactly as it appears here.

19.7. In the Value field, enter Yes.

19.8. Click OK.

19.9. Restart the Interactions Center server.

Enabling the Display of NICE System Information

The System Administrator includes a summary page that displays the NICE product version and the installed Updates.

This summary page is generated by accessing the product information from the machines that are part of the NICE system. In order to access this product information, the System Administrator user needs to be included in the DCOM and WMI security settings on each machine in the NICE system.

If the CTI Integration software is not installed on the same machine as the NICE Interactions Center server, you need to change the DCOM and WMI security settings on the machine where the CTI Integration software is installed. For complete documentation, see the Enabling Display of NICE System Information appendix in the NICE Interactions Center Installation Guide.

IMPORTANT Do not install the CTI Update Pack at this point. After NICE Perform is completely installed and configured, install the CTI Update Pack locally. When you install the NICE CTI Update Pack, do the following:1. Stop all NICE services and the SNMP service.2. Install the CTI Update Pack.3. Start all NICE services and the SNMP service.



Maintaining the NICE CTI Integration Software

Maintaining the NICE CTI Integration SoftwareWhen necessary, you can modify, repair, or remove the NICE CTI Integration software. Select the relevant procedure:

• Modifying the NICE CTI Integration software

Select this to change the type of integration.

• Repairing NICE CTI Integration software

Select this to repair the NICE CTI integration installation. It automatically reinstalls the existing CTI integration software as it is currently setup.

• Removing NICE CTI Integration software

Select this to remove the NICE CTI integration installation.

Modifying the NICE CTI Integration software

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

To modify the NICE CTI Integration software:

1. From the Control Panel, select Add or Remove Programs.Figure 7-11 Add or Remove Programs Window

2. Select NICE Perform Release 3.2 - CTI 9.13.0.3 and click Change/Remove.

The Welcome - CTI Setup window appears.




Figure 7-12 Welcome Window - Modify, Repair or Remove

3. Select Modify.4. Click Next.

Follow the instructions to modify the software.




Repairing NICE CTI Integration software

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

To repair the NICE CTI Integration software:1. From the Control Panel, select Add or Remove Programs.

Figure 7-13 Add or Remove Programs Window

2. Select NICE Perform Release 3.2 - CTI 9.13.0.3, and click Change/Remove.

The Welcome - CTI Setup window appears.Figure 7-14 Welcome Window - Modify, Repair or Remove




3. Select Repair.

4. Click Next.

Follow the instructions to repair the software.

Removing NICE CTI Integration software

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

To remove the NICE CTI Integration software:

1. From the Control Panel, select Add or Remove Programs.Figure 7-15 Add or Remove Programs

2. Select NICE Perform Release 3.2 - CTI 9.13.0.3 and click Change/Remove.




The Welcome - CTI Setup window appears.Figure 7-16 Welcome Window - Modify, Repair or Remove

3. Select Remove.

4. Click Next.

Follow the instructions to remove the software.




Upgrading the NICE CTI Integration software

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

To upgrade the NICE CTI Integration software:

1. In the Interactions Center Server taskbar, right-click the NICE CTI Console Viewer, and select Exit.

2. In the Interactions Center Server, insert the NICE Perform 3.2 Standard Software Package DVD.

3. Navigate to …\CTI Interactions Suite NP R3.2, and copy the Interactions Center Drivers 9.13.0.3 folder to your local hard drive.

4. From its location on your local hard drive, open the Interactions Center Drivers 9.13.0.3 folder, and double-click Setup.exe.

The NICE Perform CTI Wizard starts.Figure 7-17 NICE Perform - CTI Setup Wizard




Figure 7-18 NICE Perform CTI - InstallShield Welcome Window

5. Click Next.

The Log On window appears.Figure 7-19 Log On Window

Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 6 on page 149.

-or-

• To configure for a local system account, continue with Step 7 on page 150.

6. For a network user account:

6.1. In the This Account field, enter the domain\user.

6.2. In the Password field, enter the password.

6.3. Continue with Step 8 on page 150.

Network user account configuration




7. For a Local System Account, select Local System Account.Figure 7-20 Log On Window

8. Click Next.

The Setup Status window appears and the upgrade installation begins. Figure 7-21 Setup Status Window

The InstallShield Wizard Complete window appears asking whether you would like to restart your computer now.

Local user account configuration




Figure 7-22 Setup Status Window

9. Select the desired option:

• Yes, I want to restart my computer now

-or-

• No, I will restart my computer later

10. Click Finish.




Verifying the Version Number

You can verify the CTI Integration installation version number from Add or Remove Programs.

To verify the CTI Integration installation version number:

1. From the Control Panel, select Add or Remove Programs. 2. Select NICE Perform Release 3.2 - CTI 9.13.0.3.

Figure 7-23 Add or Remove Programs

3. Click Click here for Support Information.

The Support Info window appears.Figure 7-24 Add or Remove Programs - Support Info Window

4. Verify the version number. 5. Click Close to close the Add or Remove Programs.

Click here to verify CTI version number

Version number



Chapter 8: Using NICE Testing and Debug Tools


153

8

Using NICE Testing and Debug Tools

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

Contents

Gather Information .......................................................................................................154

Preparing the Open Service Request Procedure Workflow .....................................155

Submit an Open Service Request Procedure - Checklist .........................................156

Open Service Request Procedure - Form to Submit .................................................160

Procedure 1: If a Problematic Scenario Occurs, What Should I Do? ......................166

Procedure 2: Setting Reporting Levels & Activating Debug Tools..........................167

Procedure 3: Restarting the System and Running Problematic Scenario ..............197

Procedure 4: Collecting Information...........................................................................197

Procedure 5: Reset the System...................................................................................206

Connection Manager Monitor ......................................................................................213

Log Manager System ...................................................................................................219

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

NOTE: The graphics in this chapter are used for example only. This chapter is relevant for all integrations. If your integration does not have devices, ignore all sections requesting device information.

154 Chapter 8: Using NICE Testing and Debug Tools


Gather Information

Gather Information

When there are problems with the system, consider the following important issues first:

• Is this a new installation? If yes, when was the installation performed?• Were there any changes to the environment that might have influenced the system? If yes,

check these changes first.• How often does the problem occur?• Is the problem reproducible? If yes, what were the steps? Make notes of these steps for NICE

Customer Support. • Were the Servers restarted? If yes, did this resolve the problem?• Are Professional Services in contact with you? It is important to mention this as your system

may have been customized. • Review the Summary Page and the Updates that have been installed at the site. • If the problems are not solved after you have reviewed all these issues, present NICE

Customer Support with this information and prepare an Open Service Request Procedure, see Open Service Request Procedure - Form to Submit on page 160.

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



Preparing the Open Service Request Procedure Workflow

Preparing the Open Service Request Procedure Workflow

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



Submit an Open Service Request Procedure - Checklist

Submit an Open Service Request Procedure - ChecklistThe Open Service Request Procedure provides all traces of the problem/s and enables NICE Customer Support to receive a complete picture of the situation. Follow the guidelines below BEFORE you submit an Open Service Request Procedure.

TIP: It is important to make a note of your current debug tools settings BEFORE activating the debug tools so that you can return your system to its original configuration. Either:• Take screen-captures (<Alt> + <PrtSrn>) of your current settings

-or-

• Note down your settings.

No Procedure Comments Page

1 Before You Do Anything... Gather Information

BEFORE you prepare the Open Service Request Procedure, have you done the following?

• Contacted NICE Support for advice?

2 Shut down the system... IF advised to prepare an Open Service Request Procedure, have you:1. Shut down the system?2. Backed up existing log files?3. Cleared all log folders?4. Made notes or taken

screen-captures of your current debug tool settings?

3 Activate the Reporting Levels & Debug tools

You now need to activate the following: 1. Call Server, RCM and Database

Server Reporting Levels.2. Events Spy3. CAPISpy4. Integration log Reporting Levels5. Ethereal SnifferNOTE: Activate any relevant integration specific tools, refer to the relevant chapter in your manual.

179

180186189196

4 Setup the Log Collector 168




5 Repeat the problematic scenario...

• Have you run the problematic scenario with all the activated debug tools listed above?

6 Collect the following information1. Prepare a list of devices -

export a list of all your devices to a text file. NOTE: Only relevant if your NICE integration enables support of devices.

2. Zip the Integrations folder - navigate to Integration Installation folder path. Default path - D:\Program Files\Nice Systems\CTI.

199





3. Use the Log Collector to collect all the log files.

Include:

• Integration – Integration Installation folder path\Log. Default path -

• Call Server – Interactions Center folder path. Default path - D:\Program Files\Nice Systems\Interactions Center\Log

• RCM – Interactions Center folder path. Default path - D:\Program Files\Nice Systems\Interactions Center\Log

• Database Server – Interactions Center folder path. Default path - D:\Program Files\Nice Systems\Interactions Center\Log

• Logger - D:\NTLogger\Logger\Log

• VoIP Logger - D:\NTLogger\VoIPCapture\Log

• Summary Page log file:

On System Administrator: Under Organization > Summary Page. Click Save and save the log file to the relevant location. On Logger: Under D:\NTLogger\Logger\Config Summary.doc. Click Save and save the log file to the relevant location.

198





4. Collect debug tool files. Include:

• Events Spy: Integration Installation folder path. Default path - D:\Program Files\Nice Systems\CTI

• CAPI Spy: Integration Installation folder path. Default path - D:\Program Files\Nice Systems\CTI

NOTE: Collect the log files of any relevant integration specific tools, refer to the relevant chapter in your manual.

201

203

7 Reset the system to the original settings you had in Procedure 2

After you have run the problematic scenario/s, remember to reset the system to the settings that you had previously.

Reset the:

• Call Server, RCM and Database Server Reporting Levels

• Integration Reporting Levels

• Events Spy

NOTE: Reset any relevant integration specific tools, refer to the relevant chapter in your manual.

206

208

209

8 Complete the Open Service Request Procedure

1. Complete the Open Case Procedure - Form to Submit.

2. Zip all logs and send it to NICE.

160




Open Service Request Procedure - Form to Submit


NOTE: Print out and complete this checklist before faxing it to NICE Customer Support. Verify that you have all the required information before you approach NICE Customer Support, see Submit an Open Service Request Procedure - Checklist on page 156.

No Relevant Information Complete With Your Information

1 Site InformationThis section includes all the information regarding the problematic site.Mark the checkbox when you have collected the following additional information.

Include:

• Site name

• Telephony switch type

• PABX type

• Version of switch software - if relevant

• Version of client software - if relevant

• Version of PABX Server

• Version of NICE Interactions Center plus the current service pack

• Site configuration:

• For example, is there more than 1 driver?

• How many Interactions Centers (CLSs) are there on-site?

• Recording environment used - Total or Interaction-based Recording

• NICE Customer Support contact person’s name

• Site’s contact person’s name

• Remote connection - details and availability

• Production hours (e.g. 24/7)

____________________________________________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________

______________________________




2 Problem Description:This section includes a detailed description regarding the problematic site.Mark each checkbox when you have collected the following additional information.

1. Include a detailed description of the problem and specific scenarios that cause it, if relevant.

______________________________

______________________________

2. Mention whether the problem can be reproduced. If so, does it happen all the time?

______________________________

______________________________





3. Were there any changes to the environment that might have influenced the system?

If yes, detail this.

______________________________

______________________________

4. How often does the problem occur? Detail its frequency or the percentage of the time that the problem occurs?

______________________________

______________________________





5. Is this a new installation?Is it an upgraded installation?If upgraded, from what version was it upgraded? To what version was it upgraded?

__________________________________________________________________________________________

______________________________

6. Have Professional Services been in contact with you? Detail any customization that your system may have had.

7. What steps are needed to reproduce the problem?





8. Detail all the troubleshooting steps performed before escalating the Service Request to NICE Customer Support.

3 Detail the following:

• Call ID

• Scenario

• Time of call

• Devices involved in the problematic scenario and other Resource information

• A list of all resources

____________________________________________________________________________________________________________________________

______________________________

4 1. Mark the checkbox when you have collected the following additional information. IMPORTANT: These traces MUST include the problematic scenario.

• The entire Integration folder compressed as a zip file, including the Integration logs set at HIGHEST Reporting Level by selecting ALL Reporting Level checkboxes.

The Integration logs can be found in the Integration Installation folder path\Log. Default path - D:\Program Files\Nice Systems\CTI\Log.





2. Mark each checkbox when you have included the log files.IMPORTANT: These traces MUST include the problematic scenario.

Log Collector

Call Server logs

RCM logs

Database Server logs - that show the problem (exceptions, information)

NICE Events Spy

CAPI Spy

Sniffer logs

Include all additional relevant Integration specific log files.




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

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

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

To prepare an Open Service Request Procedure:

This procedure is performed so that you recreate the problematic scenario.

If NICE Customer Support advises you to prepare an Open Service Request Procedure, you should do the following:

1. Shut down the system.

2. Back up existing log files.

3. Clear all log files.

Log File Paths

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


• Interactions Center – D:\Program Files\NICE Systems\Interaction Center\Log

• Integration –

Debug Log Files

1. Events SPY - Saved to selected folder.

2. CAPI SPY - Saved to selected folder.

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

IMPORTANT See Integration Specific Tools regarding the paths of Integration Specific tools.



Procedure 2: Setting Reporting Levels & Activating Debug Tools


After you have shut down the system and cleaned out all the log files, you need to set up the Log Collector, see Setting Up the Log Collector on page 168. Then, set the reporting levels of the Call Server, RCM, and Database Server. Finally, you need to activate the relevant debug tools:

1. Setting the Call Server, RCM, and Database Server Reporting Level

2. Setting Up the Events Spy

3. Setting Up the CAPI Spy Plug-in

4. Setting the Integration Log Reporting Levels

5. Setting Up the Ethereal Sniffer

TIP: It is important to make a note of your current Reporting Levels and Debug Tools settings BEFORE activating the debug tools so that you can return your system to its original configuration. Either:• Take screen-captures (<Alt> + <PrtSrn>) of your current settings

-or-

• Note down your settings.

IMPORTANT Set up any Integration specific tools that you may have. See the relevant chapter in your manual.




Setting Up the Log Collector

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

NOTE: For the most up-to-date information and for more detailed information, see the Log Collector Guide.

Getting Started

• Verify that there is at least 1 GB of free space for the local working folder to store reports. Reports will not be saved if enough free space is not available. If necessary, change the location for the reports.

• Verify that .NET Framework 2.0 is installed on the machine.

• To ensure proper report collection, you must either disable the UAC (where applicable) on all target machines, or enable the Administrator user account and configure it with a password on all target machines.

The Log Collector does not require installation. Simply copy the Log Collector folder, including all of its subfolders, to your hard drive and you are ready to go!

Collecting Information from NICE Perform Servers

The Log Collector scans your NICE Perform system configuration using two different techniques:

• Read from Database - you define the location of the SQL server on which your NICE Perform databases reside. Based on this information, the Log Collector locates all NICE Perform components and relevant information stored on all machines.

• Add Manually - you select one server and select only those components whose data you want to collect.

To collect information from all NICE Perform Servers:

1. Open the Log Collector:

1.1. Copy the Log Collector folder to your local hard drive.1.2. Double-click NiceApplications.LogCollector.exe to start the Log Collector. This can

take several seconds.

The NICE Perform Log Collector appears.




Figure 8-1 NICE Perform Log Collector

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

3. For most sites, you should connect to a server to allow automatic discovery of all components. Continue with Step 4.

-or-

For very large sites, you can manually add only selected components. Continue with Step 5.

4. To connect to a server for automatic discovery, do the following:

4.1. Click Read From Database .

The SQL Server Credentials window appears.

Selection

Collection Log

Reports

Area

ProgressBar

Problem Category Tree




Figure 8-2 SQL Server Credentials Window

4.2. Enter the Hostname or IP address for the SQL Server where the nice_admin database resides.

4.3. Select the proper connection method the SQL server supports. SQL Server User connection is recommended.

4.4. To generate only the Site Information Report, without server or client reports, select Collect Site Information Report Only.

4.5. Click OK.

The Log Collector runs a discovery task. A list of all the machines on each site, the components on each machine, and the reports that can be collected from each component appears in the Server Reports area. The Log Collector automatically identifies the NICE Perform release installed at the site and presents only reports that are relevant to that release.

NOTE: In a Multi Data Hub environment, use the SQL server of the Primary Data Hub.

NOTE: If you select Different Windows User, enter the Windows User name and password under which the SQL Server Service runs. This User must be defined on the machine on which Log Collector runs and must have privileges to run queries on the nice_admin database.




Figure 8-3 Server Reports

4.6. Expand a branch to see all potential reports.

NOTE: The SIC report is mandatory and is always collected.




Figure 8-4 Server Reports - Selection

4.7. Select the required Problem Category(s).

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

It is recommended to use the manual selection method only in the following scenarios:

• The SQL server is down.

• There is no available network connection to the SQL server.

• A component which was installed but was not yet configured, or configured incorrectly in the NICE Perform System Administrator.

5.1. Click Add Manually .

NOTE: The SIC report is not collected using this method.

Reports

Component

Components

Reports




The Choose Component window appears.Figure 8-5 Choose Component window

5.2. Enter the Host Name or IP Address of the Server where the components reside.

5.3. If the SQL server is installed on a different server, select Use dedicated SQL Server. Then enter its host name or IP address.

5.4. Select components from the list. Then click OK.

The selected components appear under the new branch, Data Hub:Undefined.




Figure 8-6 Server Reports - Undefined

6. Click Start to start collection now or click Schedule Collection to start collection at a later time.

The Server Credentials window appears.

Data Hub: Undefined




Figure 8-7 Server Credentials Window

7. In the Machine Credentials area, select one of the following types of Authentication for each machine listed:

• Current Windows User

• Different Windows User (enter a Password and Domain (optional) for the user)

8. In the SQL Server Credentials area, select one of the following types of Authentication for each machine listed:

• Current Windows User

• Different Windows User (enter a Password and Domain (optional) for the user)

• SQL User (enter a Password for the user - Domain is disabled)

9. In the Logs Time Frame and Data Time Frame fields, define the logs and data time frames to avoid collecting excessive data.

10. Before beginning to collect reports, you must verify the connectivity to all the servers listed in both the Machine Credentials and the SQL Server Credentials areas. To verify the connectivity, select All Connections from the drop-down list, and click Test All Connections.

TIP: You can enter the information (Authentication or Password and Domain) in one row, and then click Copy Credentials to fill the entire table with the same values.

TIP: You can enter the information (Authentication or Password and Domain) in one row, and then click Copy Credentials to fill the entire table with the same values.

Click here to test all the connections in a bulk

Click here to test the server connection before collecting logs

Click here to fill the entire table with the same values




The connectivity status of each server is displayed as follows:

• Green - Connectivity has been successfully established.

• Yellow - Connectivity has been successfully established but one or more of the server’s credentials you entered are not valid.

• Red - Connectivity has not been established due to network issues.

11. Click Collect. The Collection begins.Figure 8-8 Server Reports Results

NOTE: After correcting connectivity issues, you can choose to retest only those servers that had credential or network problems by selecting either Only Wrong Credentials or Only Failed Connections from the drop-down list and then clicking Test All Connections.




12. Upon completion, Collection Finished appears in the Progress Bar.

The results are indicated as follows:

• Successful collection is indicated by a green check mark .

• Unsuccessful collection is indicated by a red X .

• No data was found for the defined time frame (report not collected) is indicated by an

orange circle .

The Collection Log area shows the status of collected reports. To clear the Collection Log area, select File > Clear Log.

13. Double-click a report that completed successfully in the Server Reports list to see its contents in the right pane. Each report appears in a separate tabbed page.

NOTE: • If you double-click a report that was unsuccessful or was not selected for collection,

the Log Collector will run again for that report only, and try to locate its information and create a report.

• You cannot view the SIC report in the Log Collector User Interface.The only SIC output is the Excel file, which you create using the Export feature.




Figure 8-9 Server Tabbed Page Output




Setting the Call Server, RCM, and Database Server Reporting Level

Set the File reporting level to Debug for the various modules and services.

To set the reporting level:

1. Verify that you are working in Technician mode.

2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant NICE Interactions Center (CLS Server).

3. Click the Report Level tab.Figure 8-10 CLS Report Level

4. Expand the Call Server.

4.1. Set the File reporting level to Debug.

4.2. Leave the default Event view setting at Fatal.

5. Expand the DBServer.



6. Expand RCM.



7. For Integrations requiring TRS support, expand TRS.



TIP: For troubleshooting purposes, set the logs to the maximum size and maximum number of log files.




8. If you change the Debug level, restart the following services: Nice Interactions Center service, Nice Cls Monitor service and where relevant the Nice TRS service.

9. Click Save .

Setting Up the Events Spy

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

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

To set up the NICE Events Spy Tool:


2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy tool.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.Figure 8-11 Interfaces Tab

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

Double-click UseSpy




4. Double-click the UseSpy parameter. The Set Parameter Value window appears.Figure 8-12 Set Parameter Value Window

5. From the Value drop-down list, select Yes and click OK. The SpyMailSlotName appears in the parameters list.

6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.Figure 8-13 Set Parameter Value Window

7. In the Value field, enter the name of the mailslot that you want to use in conjunction with NICE Events Spy:

• This can be any name.

• This name is later used in the Events Spy tool to connect to this specific Connection Manager.

8. Click OK. The updated parameter value appears in the Parameter list.




Figure 8-14 Configure Connection Manager - Interface Parameters Section

Setting Up the Events Spy to Receive Events

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

To set up the NICE Events Spy to receive events:

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

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

double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK.




Figure 8-15 Events Spy Window

2. Click Connect and Receive Events.

The Receive Events window appears.Figure 8-16 Receive Events Window

3. Select the relevant interface and click OK.

A message appears informing you that the Connection has been successful.

4. In the message, click OK.

The Connect and Receive Events button is now replaced by Disconnect. The Events Spy begins to receive events from the switch. The events are listed in the Event Type column of the Events Spy window, see Figure 8-17.

NOTE: The NICE Events Spy connects to NICE’s System Administrator. This may take a few seconds.

Events Column




Figure 8-17 Events Spy Window

Searching for Events

You can also search for events.

To search for events:

1. In the Find field, enter any event that you want to find.

2. Press <Enter>.

3. The events appear in the Find/Marked areas.




Figure 8-18 Events Spy Window - FindEnter the event you want to find

Events appear here




Setting Up the CAPI Spy Plug-in

The CAPI Spy enables you to monitor all messages sent by the CTI driver to the Interactions Center (Call Server). Examination of these messages enables you to pinpoint whether the problem is in the CTI driver or in the Interactions Center (Call Server).

CAPI Spy has two main components:

• CAPI Spy Plug-in

• CAPI Spy Utility

The CAPI Spy plug-in is one of the standard CTI driver plug-ins. You set it up in the System Administrator. Only selected plug-ins are executed by the CTI driver.

To set up the CAPI Spy Plug-in:


2. In the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Click the relevant driver.

3. Click the Interfaces tab.

Figure 8-19 Drivers > Interfaces Tab

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




Figure 8-20 Driver - Interface Configuration Window

5. Expand Driver Real-Time Plugins.

Figure 8-21 Driver Real-Time Plugins Area

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

Click the arrows to change the order.




6. Select the CAPISpy checkbox and click OK.

7. Click the General tab and expand Additional Driver Parameters. The Additional Driver Parameters area displays.Figure 8-22 Additional Driver Parameters Area

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

9. Click Save .

NOTE: It is highly recommended that CAPISpy be the last entry in the Driver Real-Time Plugins list. This enables you to see any changes that may have come about because of other plugins.You can change the order of the plug-ins by clicking the arrows.After you select or clear the CAPISpy checkbox, you must restart the driver before the change will take effect.

Parameter Name Description Default Value

CAPISpyServerPort Port to which the CAPI Spy connects.NOTE: You should not change the value of this parameter unless there is another third party application that uses this port.If the value is changed, restart the driver. Then configure the CAPI Spy application to connect to the new port. See Changing CAPI Spy Tool Connection Details on page 189.

7002

CAPISpyMessageQueueSize Size of message queue in CAPI Spy server.NOTE: Be careful about setting this to a higher value as it can slow driver performance.

50




Changing CAPI Spy Tool Connection Details

The CAPI Spy connects by default to the localhost CTI driver on the 7002 port. When port 7002 is used by another third party application, you can change the port. See Setting Up the CAPI Spy Plug-in on page 186.

To change the CAPI Spy tool connection details:

1. From the Connect menu, select Change connection details. The Connection Details window appears.Figure 8-23 Connection Details Window

2. Enter the Driver IP Address and the Driver Spy port.3. Click OK.

Setting the Integration Log Reporting Levels

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

You can set the Reporting Levels in any of the integration branches e.g. in the Connection Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or in the New Driver wizards when you initially set up the driver.

By default, Reporting Levels are defined for the following:

• File - reports to the Log file located in the Integrations installation folder

• Event Log - reports to the Log files located in the Event Viewer

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

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

NOTE: The Event Viewer is a Microsoft feature which can be viewed under the Control Panel > Administrative Tools.




If necessary, you can also manage the size of the log files, the amount of disk space dedicated to them, and the number of days you wish to keep log files.

To set the Reporting Levels:


2. You can set the Reporting Level in any of the branches, see the examples below:

• In the Organization tree, expand Master Site > CTI Integrations > Connection Managers and click the relevant Connection Manager. In the Connection Manager Details area, expand Reporting Level.

-or-

• In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.

Figure 8-24 Driver Reporting Level Area

3. Select the desired row and click Edit . The Set Reporting Level window appears.

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

Click Edit




Figure 8-25 Set Reporting Level Window

4. Select the checkboxes for the reporting levels you want to include and click OK.

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

Setting Up the Ethereal Sniffer

Setup the Ethereal to run on the NICE Interactions Center. It is very important for troubleshooting the traffic on the NIC, as the Sniffer allows you to see the SIP messages between the NICE Interactions Center and the PABX, especially the Invite message at the beginning of each call.

To troubleshoot using the Ethereal sniffing tool:1. Run the Ethereal Sniffer.

2. Capture the traffic of the Interactions Center NIC while performing a call.

3. In the Filter field, type SIP.4. Click Apply.

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



Procedure 3: Restarting the System and Running Problematic Scenario

Procedure 3: Restarting the System and Running Problematic Scenario

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

Procedure 4: Collecting InformationWhen preparing the Open Service Request Procedure you need to collect the following information:

1. Information from the NICE Perform servers. Use the Log Collector to collect the log files. See Collecting Information from NICE Perform Servers on page 198.

2. Debug tool log files, see:

• Searching, Collecting, and Saving Events Spy Logs on page 201

• Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility on page 203

3. Zip the Integrations folder - D:\Program Files\NICE Systems\CTI.

Remember to include the following log files:

NICE Interactions Center:

• Interactions Center – D:\Program Files\NICE Systems\Interaction Center\Log

• Integration –

IMPORTANT Remember to include any log files created by your integration specific tools. See the section on the relevant integration tool.



Procedure 4: Collecting Information

Collecting Information from NICE Perform Servers

The Log Collector gathers information from all the NICE Perform servers and local workstations. It presents this information in the form of reports.

When reports are created, they are stored in a temporary location on your workstation.

Reports are stored in a temporary location on your workstation from which you can export them. Failed reports placeholders will be copied to maintain the Reports tree structure. Reports not marked to run will not be copied to the export file.

To export reports:

1. Click File > Export.

The Browse for Folders window appears.

2. Browse to the folder in which you want to save the output ZIP files.

3. Click OK.

The client and server reports are saved in one ZIP file.

For further information regarding the Log Collector, see the Log Collector Guide.

NOTE: Some types of reports, such as log files and configuration files, can also be opened using other applications and then saved. For information regarding viewing the Log Collector reports, see the Log Collector Guide.

NOTE: • The files in which the reports are saved use the following syntax:

LCReports[<Date> <Time>].zip

• SIC reports are saved in a separated ZIP file, and use the following syntax:

LCSICReports[<Date> <Time>].zip

• In order to save disk space, the raw data (that is, the non-compressed reports) is deleted either after exporting reports or removing the report nodes from the server reports tree.

• You can “hide” the Log Collector by clicking the Hide to Tray icon ; the Log Collector continues to run in the background.

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




Optional: Prepare a List of Devices and Resources

Export a list of all your devices and resources (the type of devices and resources will vary according to your specific integration) to a text file and then attach it together with the other files for NICE Customer Support. Follow the procedure below.

To export the devices to a text file:

1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces > relevant CTI Interface. The selected CTI Interface definition appears.

2. Click the Devices tab and expand Available Devices. Figure 8-26 CTI Interface Definition - Devices Tab

3. Click Export to file.

The Export Available Devices List window appears.

IMPORTANT Not all NICE Perform integrations require you to configure devices. If you do NOT configure devices in your CTI Connection wizard, you do not need to perform this procedure.

Continue with Searching, Collecting, and Saving Events Spy Logs on page 201.




Figure 8-27 Export Available Devices List Window

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

5. In the Fields order drop-down list, select the relevant order in which the device number and its corresponding type will appear in the txt file:

• Device Delimiter Device Type Delimiter UniqueID (that is, first the device number followed by the device type, followed by the Unique Device ID where this is relevant),

• Device Type Delimiter Device Delimiter UniqueID (that is, first the device type followed by the device number, followed by the Unique Device ID where this is relevant).

6. Click the Export file to browse button and browse to the relevant location where you want to save the exported file. The Save as window appears.

7. In the File name field, enter the file’s name.

8. Click OK. The devices listed in the CTI Interface are save in a .txt file.




Searching, Collecting, and Saving Events Spy Logs

NICE Events Spy enables you to search for specific events within your Events log file, see Searching for Events.

NICE Events Spy also enables you to collect and save event log files in one of the following ways:

• Create and save events in an active log file, see Saving Events in a Log File on page 202.

• Save all current events, see Saving Current Events on page 202.

• Save selected current events, see Saving Selected Current Events on page 202.

Searching for Events

This option enables you to search for specific events within your Events log file. Follow the procedure below.

To search for events:

1. In the Find field, enter any event that you wish to find.

2. Press <Enter>.

A list of the relevant events appears in the Find area.Figure 8-28 Events Spy Window




3. When you want to hide the find results, click Hide Find/Mark window.

Saving Events in a Log File

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

To save events in a log file:

1. From the File menu, select Log to File.

The Save as window appears.

2. Save the file in any convenient location.

The Log to File on the File menu now appears with a checkmark next to it.

3. When you want to stop logging to a file, select Log to File again.

Saving Current Events

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

To save current events:

1. From the File menu, select Save All.



Saving Selected Current Events

This option enables you to create a file, in which you can save selected events from the list that currently appear in the Events column.

To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.

2. From the File menu, select Save Selected.



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




Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility

NICE Systems provides a utility for viewing the CAPI Spy messages in XML format.

To set up the CAPI Spy utility:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\Program Files\NICE Systems\CTI). Double-click CAPISpy.exe. The CAPI Spy window appears.Figure 8-29 CAPI Spy Window

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

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




Figure 8-30 CAPI Spy Window Displaying Messages

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



Procedure 5: Reset the System

Procedure 5: Reset the SystemAfter you have run the problematic scenario and sent the relevant log files and the Open Service Request Procedure checklist to NICE Customer Support, you need to reset the various tools to their original settings. See your notes regarding these settings.

See:

• Resetting the Call Server, RCM, and Database Server Reporting Levels

• Resetting the Integration Log Reporting Levels

• Resetting the Events Spy

Resetting the Call Server, RCM, and Database Server Reporting Levels

Reset the File reporting level to its original setting. See the notes that you made before you changed these settings.

To set the reporting level:


2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant NICE Interactions Center (CLS Server).

3. Click the Report Level tab.Figure 8-31 CLS Report Level

4. Expand the Call Server and set the File reporting level to its original setting.

TIP: For troubleshooting purposes, set the logs to the maximum size and maximum number of log files.




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

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




Resetting the Integration Log Reporting Levels

Reset the Integration log files to their original onsite settings.

To reset the Integration log files:

1. Reset the Reporting Level in all the branches that you raised to the Highest Reporting Level. For example:

• In the Organization tree, expand Master Site > CTI Integrations > Connection Managers and click the relevant Connection Manager. In the Connection Manager Details area, expand Reporting Level.

-or-

• In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.

Figure 8-32 Driver Reporting Level Area

2. Select File and click Edit . The Set Reporting Level window appears.Figure 8-33 Set Reporting Level Window

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

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

Click Edit




Resetting the Events Spy

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

To reset the Events Spy:


2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy tool.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.Figure 8-34 Interfaces Tab

4. Double-click the UseSpy parameter. The Set Parameter Value window appears.Figure 8-35 Set Parameter Value Window

Double-click UseSpy




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

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

double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK.



Connection Manager Monitor

Connection Manager MonitorThe NICE Connection Manager Monitor tool enables you to view the contents of the Connection Manager’s tables. It also enables you to verify if:

• Devices are monitored

• Monitored devices are filtered

and

• Displays the loaded CTI links

• Displays connected clients.

Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a client. It then receives events in addition to monitoring devices, enabling you to conduct simple tests without running a driver.

This section includes:

• Setting Up the Connection Manager Monitor

• Managing the Connection Manager Monitor

Setting Up the Connection Manager Monitor

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

To set up Connection Manager Monitor:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is . Double-click ConnectionManagerMonitor.exe. The Connection Manager Monitor window appears.




Figure 8-36 Connection Manager Monitor Window

2. From the Monitor menu, select Connect. The Select Connection Manager window appears.Figure 8-37 Select Connection Manager Window

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

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




Figure 8-38 Connection Manager Window - Tables

4. From the Client menu of the Connection Manager Monitor window, select Connect. The Select Connection Manager window appears.Figure 8-39 Connection Manager Window - Client Menu

5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK.

After the Connection Manager Monitor establishes connection to the desired Connection Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become enabled. The Client connection appears in the Clients area.

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




Figure 8-40 Connection Manager Monitor - Client Connection in Clients Area

6. From the Client menu, select Monitor. The Monitor Device window appears.Figure 8-41 Monitor Device Window

6.1. In the Device ID field, enter the Device ID number of the Connection Manager to which you want to connect.

6.2. In the Switch ID field, enter the Switch ID number.

6.3. From the Device Type drop-down list, select the appropriate device type.

6.4. Click Monitor. The response appears in the Output area.

Client connection




Figure 8-42 Output Area

7. Click Update. The new Client appears in the Client Device Requests area.Figure 8-43 Connection Manager Monitor - Client Device Requests Area

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

New Client




Managing the Connection Manager Monitor

This section includes the following topics:

• Stopping the Connection Manager Monitor

• Disconnecting the Connection Manager Monitor Client

Stopping the Connection Manager Monitor

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

To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The Stop Monitor Device window appears.Figure 8-44 Stop Monitor Device Window

2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.

3. Click Stop Monitor. The response appears in the Output area.

Disconnecting the Connection Manager Monitor Client

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

To disconnect the Connection Manager Monitor Client:

• From the Client menu of the Connection Manager Monitor window, select Disconnect.

The Client connection of the Connection Manager no longer appears in the Clients area and in the Client Device Requests area.



Log Manager System

Log Manager System The Log Manager system logs all significant system activity and maintains a log of all data, enabling you to view the history of all relevant system activity.

The Log Manager system has the following main components:

• Log Manager

• CTI Console Viewer

• Log Manager Services

• Log Viewer

Using the Log Manager

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

For more information regarding defining Reporting Levels, see Setting the Integration Log Reporting Levels on page 189.

Using the CTI Console Viewer

The CTI Console Viewer enables real-time log tracking of the screens of all integration components installed on the local machine. This application replaces the Console windows in the Reporting Level of the integration process, and provides the user with filtering capability. CTI Console Viewer has a separate window for each integration process. You can view and filter an event, as well as change the Reporting Level. You cannot do this in the System Administrator. Files are saved automatically in the Log Manager and can be viewed afterwards in the Log Viewer. Figure 8-45 CTI Console Viewer

Opening the CTI Console Viewer

Follow the procedure below.

To open the CTI Console viewer:

• Double-click the icon in the system tray.



Log Manager System

Figure 8-46 System Tray

-or-

• Right-click the icon, and select Open NICE CTI Console Viewer.

To open a specific integration process window:

• From the NICE CTI Console Viewer window, select the relevant integration process.Figure 8-47 NICE CTI Console Viewer

A log window opens and the integration modules installed on the local machine are listed. (This list is updated when you add/remove any integration modules in the NICE System Administrator.)Figure 8-48 CTI Log Window

Select CTI icon

Connection Manager Dispatch CTI Driver Media Provider Controller



Log Manager System

Filtering Messages

You can filter messages in any of the following manners:

Resetting the Filter

To reset the filter:

• Click the Reset Filter button.

The filter in Module Name and Thread ID is reset, and all the messages are printed. (The Reset filter option does not affect the reporting level).Figure 8-49 Reset Filter

Managing the CTI Console Viewer

To clear the screen of messages:

• Click the Clear Screen button.

All the messages are cleared from the screen.

To open the last log file:

• Click the Open last log file button.

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

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

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

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

• Module name: Clear the checkboxes of any modules that are irrelevant.

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

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



Log Manager System

To change console size and color:

1. From the Options menu, select Console size.Figure 8-50 Options Menu

When the log window is filled with the maximum number of messages, the top rows are automatically deleted.

2. From the Options menu, select Change color.

2.1. Select a background color.

2.2. Select a color for each reporting level.

Log Manager Services

The Log Manager’s second module can be found in Services. It consists of two Log Manager related services:

• Nice Integration Log Retention

• Nice Integration Reporting Level Dumper

Using the Log Viewer

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

Filtering Logs

You can filter the logs according to the following criteria:

• Reporting Level: Clear the Reporting Levels that are irrelevant.

• Date - Time Range: Select the appropriate time range.

• Module name: Clear any modules that are irrelevant.

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

• Message: Type any relevant message.

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



Log Manager System

To filter a log file:

1. In the NICE Interactions Center, navigate to the Tools folder (the default location is D:\Program Files\NICE Systems\CTI\Tools).

2. Double-click LogViewer.exe. The Log Viewer window appears.

3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.

4. In the Filter area, select the relevant filter options.Figure 8-51 Log Viewer Window

5. Click Filter.

The filtered logs appear in the Log Viewer window.

6. To save the filtered log file for future reference, from the File menu, select Save as. The Save as window appears.

7. Name the filtered log file appropriately.

Searching Logs

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

To search for a specific text value:

1. From the File menu, select Find. The Find window appears.Figure 8-52 Find Window

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

3. Click Find.

Click Filter

Chapter 9: Genesys Testing and Debugging Tools


225

9

Genesys Testing and Debugging Tools

This chapter describes the testing tools that enable troubleshooting driver configuration problems.

Contents

Genesys Support Phone..............................................................................................226

Logs Builder Application .............................................................................................230

226 Chapter 9: Genesys Testing and Debugging Tools


Genesys Support Phone

Genesys Support PhoneThe Genesys Support Phone is a Genesys simulator that serves as an effective analysis tool enabling you to connect to the T-Server, monitor stations and view events. You can also view the telephony requests from the T-Server.

To use the Genesys Soft Phone:

1. Double-click the TestPhone.exe file to launch the application. The Genesys Support Phone window appears.

2. Click the Connection tab. Figure 9-1 Dynamic Phone - Connection Tab

In the Host and Port fields, enter the IP address and port of the T-Server.

3. Click the Register tab.

TIP: Since the Soft Phone enables you to see all the events that are reported in the T-Server (without the NICE Interactions Center), you can use this tool to analyze whether the Genesys driver is behaving as expected. In addition, use this tool to observe and test whether the DS-1 extensions can observe properly.




Figure 9-2 Dynamic Phone - Register Tab

In the DN field, enter the device number that you want to monitor and click Register. The device number is added to the list box in the bottom right corner.

4. To view an event log, click the Log tab. Figure 9-3 Dynamic Phone - Log Tab

All the T-Server events appear for the monitored device; including the requests from the T-Server, the responses of the T-Server and the unsolicited events on the monitored devices.

5. To simulate an observation, click the Telephony tab.

TIP: You can save the log to a file by clicking the tool.




Figure 9-4 Dynamic Phone - Telephony Tab

In this tab you can simulate an observation, as follows:

5.1. In the DN field, enter the DS-1 extension.

5.2. In the Destination field, enter the observed station.

5.3. Click Make. A call is simulated.

5.4. Click the Log tab to view the results of this simulation.

6. To attach business data to the call, click the Data tab.Figure 9-5 Dynamic Phone - Data Tab

6.1. Right-click on the User Data list box (in the middle of the tab). The Key Value string window appears.

Credit: 111.111.1




Figure 9-6 Key Value String Window

6.2. In the displayed window, enter the user data information and click OK. The User Data is added to the User Data list box.

6.3. Click Attach Data.

Credit111.111.11



Logs Builder Application

Logs Builder ApplicationThe Logs Builder application (Genesys Monitor application) connects to the Genesys T-Server and dumps all the CTI events received from the T-Server into log files.

To install the Logs Builder:

1. Extract the GenesysMonitorApp.zip file into a newly created directory.

2. Check that the following files appear in the directory:

• common_md.dll

• tlib_md.dll

• config.ini

• MonitorAppReadMe.txt

• GenesysMonitorApp.exe

3. The config.ini file contains the parameters that Logs Builder uses to generate log files. Edit the parameters as described in the MonitorAppReadMe.txt file.Figure 9-7 Example of the Config.ini File for Logs Builder

4. Double-click GenesysMonitorApp.exe.



Logs Builder Application

The Command Line window appears and summarizes the parameters by which the logs were built.Figure 9-8 Logs Builder Command Line

Two files are created in the directory:

• CtiText.log: Textual description of the events received by the Logs Builder

• CtiBinary.log: Binary description of the events received by the Logs Builder

Chapter 10: Genesys Troubleshooting


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10

Genesys Troubleshooting

This section provides troubleshooting scenarios and their solutions. Some of the troubleshooting procedures described in this section must only be undertaken by the Site Manager.

Contents

Troubleshooting Scenarios .........................................................................................235

234 Chapter 10: Genesys Troubleshooting


Obtaining IP Addresses to Record in a VoIP Environment

Obtaining IP Addresses to Record in a VoIP Environment(For Cisco Unified Communications Manager and Genesys SIP Configurations Only)

In order to record in a VoIP environment without using CTI activated active recording, you need to know the IP address and, at times, the port of the RTP stream associated with the call’s audio.

If the IP address of the IP phone is not static, such as with DHCP, you obtain the IP address from CTI events. The events that contain the IP address and port information are called RTP events. In Genesys, RTP events are only available in the Cisco CM and Genesys SIP configurations. These events are not reported by default.

In order to enable RTP events, you need to configure the rtp-info-password parameter on the Genesys T-Server and then use this value in NICE Perform when configuring the RTP-Password parameter in the Genesys interface. See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68 and Step 13.1 on page 82.



Troubleshooting Scenarios

Troubleshooting ScenariosThis section provides troubleshooting scenarios and their solutions.

Table 10-1: Troubleshooting Solutions

Problem Description Solution

Connection failure The driver prints the following message:GenesysStream::Connect -TOpenSErver Ex failure

Check that the IP address and IP port are configured correctly in the Switch Details window of the Generic Quick Setup.

Warning messages appear (in green) during the Monitor Device process.

The driver prints the following warning message:GenesysStream::SyncSendRequest get_device_type failed. T-Server message: “API operation not supported”

The driver is trying to query the T-Server about the type of the extension (such as DN or Queue).If the T-Server cannot accommodate the request, the driver assumes the default value (regular extension).This message can be ignored.

Monitor Device problem

The driver prints one of the following messages:GenesysStream::SyncSendRequest-monitor_device failed. T-Server message: “Invalid origination or destination address”

Check the following:

• Make sure that the agent extensions are properly configured in the Drivers branch in System Administrator.

• Make sure that all the devices are properly configured in the Genesys configuration (CME or Tserver.cfg file) located on the Genesys CTI host.

• Make sure that the extensions configured in the Drivers branch in System Administrator do not include any invisible characters, such as spaces or tabs.



Troubleshooting Scenarios

Monitor Device problem

GenesysStream::SyncSendRequest-monitor_device failed. T-Server message: “No more licenses”

Make sure that the number defined in the T-Server for the parameter num_of_licenses is more than the number of agents to monitor.

Suspicious Error messages appear in the driver’s screen.

The driver prints the following warning message:GenesysStream::SyncSendRequest- get_device_type failed. T-Server message: “One of the required parameters is missing”

This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (Station).

Suspicious Error messages appear in the driver’s screen.

The driver prints the following warning message:GenesysStream::SyncSendRequest- get_device_state failed. T-Server message: “One of the required parameters is missing”

This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (State Connect).

In a Nortel configuration:Get ‘ffff’ in the Trunk field.

Get ‘ffff’ string appears in the Trunk field of the database.

Install the most updated driver version and Support Pack.

Table 10-1: Troubleshooting Solutions (Continued)

Problem Description Solution

Chapter 11: Defining CTI Integrations


237

11

Configuring Real-Time Driver Plug-ins

The NICE solution for sites sometimes require customizing the driver.

Contents

Defining Media Correlation..........................................................................................238

Defining Field Mapping ................................................................................................244

Defining Rejected Devices and Trunks.......................................................................248

238 Chapter 11: Defining CTI Integrations


Defining Media Correlation

Defining Media Correlation Media Correlation is used on site where you have two CTI Interfaces attached to the same recording system and where the recording and the CTI information are taken from two different sources:

• The CTI information is received from a CTI server, either a TDM or VoIP PABX.

• The Media Location is received from another link (usually a SIP Trunk).

The Media Correlation Plugin enables you to match the Media Location interface information with the CTI interface information so that you are able to record from the SIP trunk location.

To define Media Correlation:

1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.

2. Configure the first CTI Interface using the CTI Connection wizard.

3. Configure the second CTI Interface using the CTI Interface wizard.

4. Connect the second CTI Interface to the Connection Manager of the first CTI Interface:

a. In the Connection Manager branch, select the first CTI Interface.

b. Click the Interfaces tab.

c. From the Available Interfaces list, select the second CTI Interface.

d. Click the and move it to the Attached Interfaces list.

5. In the Organization tree, select Master Site > CTI Integrations > Drivers > the Driver of the Interface that supplies the Media Location e.g. SIP Trunk.

NOTE: You should perform activation of Media Correlation only if you have been advised to do so by a NICE Solution Engineer.

Select the relevant Available CTI Interface




a. Click the Interfaces tab.

b. Select the relevant CTI Interface and click .

c. Expand Driver Real-time Plugins.

d. Select Media Correlation. The Media Correlation section appears in the Driver-Interface Configuration window.

Note: This has to be selected on both interfaces - both the interface suppling the CTI information and the interface supplying the Media Location.

e. Click OK.


Select Media Correlation

IMPORTANT Configuration of the parameters in the Media Correlation Plugin section should be done ONLY on the interface that supplies the CTI information and NOT on the interface that supplies the Media Location.




6. Click Save.

7. In the Organization tree, select Master Site > CTI Integrations > Drivers > the Driver that supplies the CTI information.




d. Select Media Correlation. The Media Correlation section appears in the Driver-Interface Configuration window.

Note: This has to be selected on both interfaces - both the interface suppling the CTI information and the interface supplying the Media Location.

8. Expand Media Correlation Plugin.


Select Media Correlation

IMPORTANT Configuration of the parameters in the Media Correlation Plugin section should be done ONLY on the interface that supplies the CTI information and NOT on the interface that supplies the Media Location.




9. Double-click the Media Location Switch ID. The Media Location Switch ID window appears.

10. From the drop-down list, select the relevant Media Location and click OK.

The selected Media Location Interface appears in the Value field.

11. Double-click the CTI Switch ID. The CTI Switch ID window appears.

12. From the drop-down list, select the relevant CTI Interface and click OK.

The selected CTI Interface appears in the Value field.

13. Double-click Matching Mode. The Matching Mode window appears.

Set the parameters




14. Select the relevant matching mode and click OK.

The selected Matching Mode appears in the Value field.

NOTE: Select All if you want all the Matches in the Match column to be met for the Media Correlation to be successful. Select One if it is enough that one of the Matches in the Match column is met for Media Correlation to be successful.

Click Add




15. You can now add the Matches, click Add. The Match Values window appears.

a. From the Media Location Parameter drop-down list, select the relevant Media Location parameter.

b. From the CTI Parameter drop-down list, select the relevant matching CTI parameter.

c. If there are business data fields that need to be matched:

• From the Business Data Field > Media Location Parameter drop-down list, select the relevant Media Location parameter.

• From the Business Data Field > CTI Parameter drop-down list, select the relevant matching CTI parameter.

d. Click OK.

16. Click OK.

17. Click Save.



Defining Field Mapping

Defining Field MappingField Mapping enables the capture of one field or a part of a field and the placement of this information in another field. Field Mapping is used for extracting simple business data from complicated business data.

To define Field Mapping:


2. In the Organization tree, select Master Site > CTI Integrations > Drivers > the relevant Driver.




NOTE: You should perform activation of Field Mapping only if you have been advised to do so by a NICE Solution Engineer.


Select Field Mapping




d. Select Field Mapping. The Field Mapping section appears in the Driver-Interface Configuration window.

3. Expand Field Mapping.

a. To add field mapping, click Add. The Create New Field Mapping window appears.

b. In the Define a source field area, from the Field Type drop-down list, select the relevant field type. Field types are:

• CAPI Field - Fixed list of fields as follows: CallID, CalledIn, UniversalCallID

• Business Data

• Fixed Value

Click Add




c. The relevant Define a source field area appears.

d. In the Field Name field, enter a name in the Field Name field or select the relevant field name.

NOTE: If you select CAPI Field, you can only select fields that display in the Field Name list.

e. If you selected Business Data, select the relevant length type:

• If you selected Fixed length, continue with Step f.

• If you selected Dynamic length, continue with Step g.

f. If you selected Fixed length area: in the Start Index field, enter the relevant Start Index.

NOTE: Indicate the number of characters that should be counted to the first character of the value.

• In the Length field, enter the required length.

NOTE: Indicate the value’s number of characters.

g. If you selected Dynamic length area: in the Starts from field, enter the relevant expression from which the name starts.

NOTE: If the name appears at the beginning of a string, leave the Starts from field blank.

• In the Ends with field, enter the expression with which the name ends.

NOTE: If the name appears at the end of a string, leave the Ends with field blank.

• If the name appears more than once, in the Appearance field enter which numbered appearance you want to use.

Enter relevant Start IndexEnter required length

Enter the expression from which the name starts

Enter the numbered appearance that you want to use

Enter the expression with which the name ends




h. In the Define a destination field area, from the Field Type drop-down list, select the relevant field type.

i. In the Field Name field, enter a name in the Field Name field or select the relevant field name.

NOTE: If you select CAPI Field, you can only select fields that display in the Field Name list. If you select Business Data, the Field Name that you enter here should be the one that is defined in the Database Servers.

j. Click OK. The new Field Mapping appears in the Source list.



Defining Rejected Devices and Trunks

Defining Rejected Devices and TrunksYou can add monitoring for rejected devices and trunks. Follow the procedure below.

To define rejected devices and trunks:


2. Select CTI Integrations > Drivers > Driver Name. The driver definitions appears.

3. Click the Interfaces tab.





4. Select the relevant CTI Interface and click Configure or double-click the selected CTI Interface.

5. Expand Driver Real-time Plugins.

6. Select Rejected Devices.

7. Expand Rejected Devices.

You can add both devices and trunks in this section.

Click the arrows to change the order




To add/import/edit/delete/search for rejected devices/trunks, follow the relevant procedure:

Procedures for Managing Rejected Devices

To Do Procedure

Add a single rejected device1. Click . The Add Rejected Devices window

appears.2. In the Device field, enter the device number.3. Click OK.

Add a range of rejected devices 1. Click . The Add Range Rejected

Devices window appears. 2. In the Start at Device Number field, enter the

number of the first rejected device.3. In the Number of devices to add field, enter the

number of rejected devices.4. Click OK. Note: You cannot add a range of rejected trunks using this method. However, you can import a file with a list of rejected trunks.

Import rejected devices from a file 1. Click . The Import Rejected Devices List

window appears. 2. Complete the information.3. Click OK. The rejected devices/trunks appear in the Devices list.

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

.




All rejected trunks and devices appear in the Devices list.

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

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

Deleting rejected devices • Select the devices or trunks that you want to delete and click Delete.Note: The devices and trunks are deleted with no warning message.

Procedures for Managing Rejected Devices (Continued)

To Do Procedure

Appendix A: Genesys T-Server Additional Configuration Parameters


253

A

Genesys T-Server Additional Configuration Parameters

The chapter describes additional parameters that are not included in the standard configuration flow. You access these parameters when you edit an existing configuration or when you configure individual components of the CTI.

Contents

Reporting Levels ..........................................................................................................254

Logger Parameters for Instant Callback.....................................................................254

Interface Parameters ....................................................................................................255

Connection Manager - Additional Parameters...........................................................259

Connection Manager - Interface Parameters .............................................................261

Switch Driver - Additional Parameters .......................................................................264

Driver Interface - Additional Parameters ....................................................................267

254 Appendix A: Genesys T-Server Additional Configuration Parameters


Reporting Levels

Reporting LevelsThe Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter. See Setting the Integration Log Reporting Levels on page 189 for more information.

Logger Parameters for Instant CallbackWhen configuring Instant Callback, the following parameters must be set in the Logger.

For T1 Instant Callback

For E1 Instant Callback

Parameter Name Value

IDLE signaling $2

Seize signaling $E

Seize acknowledge signaling $E

Call-answer signaling $E

Clear forward signaling $2

Clear backward signaling $2

Wink signaling $2

Parameter Name Value

IDLE signaling $D

Seize signaling $5

Seize acknowledge signaling $5

Call-answer signaling $5

Clear forward signaling $D

Clear backward signaling $D

Wink signaling $D



Interface Parameters

Interface ParametersYou can add or edit the following parameters for the CTI Interface.

• Interface Connection Details on page 255

• Additional Interface Parameters on page 256

Interface Connection Details

You configure Interface Connection Details for the CTI Interface when you edit an existing CTI Interface.

To edit the Interface Connection Details parameters:

1. In the System Administrator, in the Organization tree, select [Master Site] > CTI Integrations > CTI Interfaces.

2. Select the relevant Genesys CTI Interface and click the Connection tab.

3. Expand Interface Connection Details. Figure A-1 Interface Connection Details Area

The following parameters appears.


SwitchAddress IP address of the TServer

PortID TCP port of the TServer

UseRedundancyMechanism Determines whether or not redundancy is supported

SecondarySwitchAddress IP address of the secondary TServer

SecondaryPortID TCP port of the secondary TServer

ApplicationName Application name (in the TServer)




4. Double-click the row of the parameter you want to edit.

The Switch Connection Parameter window appears.Figure A-2 Switch Connection Parameter Window

5. In the Value field, enter the desired value.6. Click OK.

Additional Interface Parameters

Configure or edit the Additional Switch parameters following the procedure below.

To configure or edit the Additional Switch parameters:

1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces.

2. Select the relevant Genesys interface.

3. Click the Connection tab, and expand the Additional Switch Parameters area.

TServerName Name of the TServer

ApplicationPassword Connection password to the TServer

SecondaryApplicationName Application name (in the secondary TServer)

SecondaryTServerName Name of the secondary TServer

SecondaryApplicationPassword Connection password to the secondary TServer





Figure A-3 Additional Switch Parameters Window

The following predefined additional parameters appear.

Parameter Description Default Value

SSCObserveMode Defines the Single-Step-Conference observation mode.

Passive

DisableDeviceQueries If device queries are not supported by TServer, they need to be disabled.

No

StopOnLinkDown Determines whether the link is stopped and then restarted on LinkDisconnectedEvent. When set to No, the driver only flushes open calls.

No

ReverseUcid Reverse UCID value before translation. Set to Yes when the enable-ucid-swap parameter is set to True on the T-Server.

No

MaxStationLength Maximal length of internal device. -1 is unlimited.

-1

FixedDataMask Mask of fixed fields to be exported as business data. Select the fields you need to use.

0

AlcatelReportAgent (Applies to active Alcatel environments where agents are defined only in Genesys and not in Alcatel) Enables recording in active environments. Set to No when the agents log in directly to the Genesys T-Server (not the Alcatel PABX).

Yes




4. If accessing from the wizard, clear Show only required parameters.

5. Double-click the row of the relevant parameter. The Driver Additional Parameter window appears.Figure A-4 Driver Additional Parameter Window

6. In the Value field, enter the desired value.

7. Click OK.

ADDP Keep Alive connection between the client and the TServer. Genesys recommends using ADDP (Advanced Disconnection Detection Protocol). If set to Yes, the ADDP is used. If set to No, the Keep Alive connection from NICE Perform is active instead of the ADDP.

Yes

Parameter (Continued) Description Default Value



Connection Manager - Additional Parameters


You configure additional switch parameters for the Connection Manager when you:

• Edit an existing Connection Manager (see page 260).

• Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 97).

Figure A-5 General Information Window

The following predefined additional parameters appear:

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the CTI Interface Additional Parameters or create new ones.

NOTE: You can also create and add additional parameters by clicking the Add button.


MaxClientDeviceRequests Defines the maximum number of device requests the Connection Manager can handle.

10000

MaxClientRequests Defines the maximum number of client requests the Connection Manager can handle.

10000

MaxClients Defines the maximum number of clients that can be attached to the Connection Manager.

100




To edit additional switch parameters for the Connection Manager:

1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.Figure A-6 Technician Mode

2. Expand Master Site > CTI Integrations > Connection Managers, and select the Connection Manager you are using for Logger Activity Detection.

The General and Interfaces tabs appear.Figure A-7 General and Interfaces Tabs of the Connection Manager

3. Expand the Additional Parameters area (Figure A-5 on page 259).

4. Double-click the row of the relevant parameter.

The Set Parameter Value window appears.

5. Enter the new value in the Value field.

6. Click OK.

MaxMonitoredDevices Defines the maximum number of monitored devices up to which the Connection Manager can handle. For example, if the value is 1000, the Connection Manager can handle 999 monitored devices.

10000

MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the Connection Manager can handle.

10




Connection Manager - Interface Parameters


You configure Connection Manager interfaces when you:

• Edit an existing Connection Manager (see page 262).

• Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 97).

Figure A-8 Connection Manager Interfaces Window


WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the Connection Manager Additional Parameters or create new ones.



DebugServiceMode Defines the mode of the Debug service. Use one of the following:

• IDLE: Use when operating the system as normal.

• RECORD: Records the message trace.

• DEBUG: Inserts recorded messages.

IDLE




To edit interface parameters for the Connection Manager:


2. Expand Master Site > CTI Integrations > Connection Managers, and select the Connection Manager you are using for Logger Activity Detection.

The Connection Manager Details appear.Figure A-10 General and Interfaces Tabs of the Connection Manager

3. Click the Interfaces tab, and select the interface you are using for the Connection Manager.

The interface parameters of the Connection Manager appear. (Figure A-8 on page 261).

DllName The name of the DLL that contains the CTI Link translator. This DLL is dynamically installed when you define a new Connection Manager.

read-only

KeepAliveInterval Defines the Keep Alive Interval time. The value is defined in seconds.

30

LoadDllOneTimeOnly Defines how the driver treats the link in a multi-link configuration.

Yes

UseSpy Defines if the Connection Manager reports link events to the NICE Events Spy tool.See Setting Up the Events Spy on page 180.

No

Parameter Name (Continued) Description Default

Value







6. Click OK.



Switch Driver - Additional Parameters


You configure the additional parameters of the switch Driver when you:

• Edit an existing Driver (see page 265).

• Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 97).

Figure A-11 General Information Window


WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones.



AlwaysConnectToLocalCLS Determines whether the driver should always connect to CLS on the local machine regardless of the actual CLS address. Can be useful when working with the CLS as a cluster.

No

CallTableHost Host name of the Call Table. localhost

CallTablePort Port number of the Call Table. 7272

CAPISpyMessageQueueSize Size of message queue in CAPI Spy server. 50




To edit additional parameters for the switch Driver:


2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration.

The Driver General Information area appears.

CAPISpyServerPort Port to which the CAPI SPY application connects.

7002

DelayBetweenStartFailedLinksInSeconds

Defines the amount of time before the driver reconnects to the CTI link following a failure. The value is defined in seconds.

30

MaxCallDurationSec Defines the maximum time the driver allows a call to last until it is automatically disconnected. The value is defined in seconds.

7200

MaxCapiCommandRetries Defines the number of times the driver attempts to send a command to the CAPI following a failure.

2

MaxNumberOfCalls Defines the maximum number of calls in the concurrent call buffer.

5000

NotifyFailoverOnAllCLSFailureOnly

Trigger for failover notification in a multiple CLS environment.

• Yes: Failover notification only when the connection to all CLSs is down.

• No: Failover notification when any connection to a CLS is down.

No





Figure A-13 Driver General Information of the Switch Driver

3. Expand the Additional Driver Parameters area (Figure A-11 on page 264).




6. Click OK.



Driver Interface - Additional Parameters


You configure the interface of the switch Driver when you:

• Edit an existing Driver (see page 269).

• Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 97).

Figure A-14 Additional Driver Switch Parameters

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones.



ActivityAgentMode Determines the Agent Activity mode for the interface.

Standard

BackedUpInterfaceID Interface ID of the CTI link in line for backup. 0

CTIRequestRetries Number of times to initiate the same CTI request.

2




DHCP(Genesys SIP and Cisco Only)

(VoIP only) Determines whether to wait for RTP events. With static IP addresses, waiting is not necessary.With Passive VoIP, select Yes.With Active VoIP, select No.

Yes

EnableFlushCalls Determines whether to flush open calls when initializing a connection.

Yes

FailedMonitoredThreadMinutesDelay

Time in minutes to wait before activating a thread to monitor devices that the link failed to monitor.

10

GetLinkStatusRetries Number of times to initiate the same Get Link Status request.

4

LinkIsSecondary In a multi-link configuration, defines how the driver treats the link.

No

MilliDelayBetweenCTIRequests

Time in milliseconds to wait between CTI requests.

100

MilliDelayBetweenGetLinkStatusRequests

Time in milliseconds to wait between Get Link Status requests.

5000

PassOriginalCallID Determines whether to give the call ID of the switch as opposed to the Genesys call ID. NOTE:

• (Avaya DMCC) Select Yes to enable Single-Step Conference recording mode.

• (Cisco Active – Interaction Based Recording) Select Yes.

No

SaveOriginalMapDevice When mapping, determines whether to report the original source device.

No

StateMachineDllName Specifies the name of the state machine assembly.

<machine dependent>

TimeOut Time in milliseconds to wait for a link response to a request.

3000

WaitForTX (VoIP only) Determines whether to wait for RX and TX to start recording an interaction. If No is selected, recording starts with RX.

Yes

Parameter Name (Continued) Description Default

Value




To edit additional parameters for the switch Driver:


2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration.

The Driver General Information area appears.Figure A-16 Driver General Information of the Switch Driver

3. Click the Interfaces tab, and select the relevant CTI interface.Figure A-17 Attach CTI Interfaces Area

4. Click Configure.

The Driver - Interface Configuration window appears (Figure A-14 on page 267).







7. Click OK.

Appendix B: Additional Interface Parameters for Genesys SIP and Genesys Cisco


271

B

Additional Interface Parameters for Genesys SIP and Genesys Cisco

The section describes additional interface parameters that are not included in the standard configuration flow for Genesys SIP and Genesys Cisco.

To view additional interface parameters for the Genesys SIP configuration:

1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces.

2. Select the Genesys SIP interface.

3. Click the Connection tab, and expand the Additional Interface Parameters area.


Table B-1: Additional Interface Parameters

Parameter Description Default Value

SSCObserveMode Defines the Single-Step-Conference observation mode.

Passive

DisableDeviceQueries If device queries are not supported by TServer, they need to be disabled.

No

StopOnLinkDown Determines whether the link is stopped and then restarted on LinkDisconnectedEvent. When set to No, the driver only flushes open calls.

No

RTP-Password The RTP password value that is used to get RTP events. This value is the rtp-info-password parameter from the T-Server Properties window.

N/A

272 Appendix B: Additional Interface Parameters for Genesys SIP and Genesys Cisco


MaxStationLength Maximal length of internal device. -1 is unlimited.

-1

FixedDataMask Mask of fixed fields to be exported as business data. Select the fields you need to use.

0

Table B-1: Additional Interface Parameters

Parameter (Continued) Description Default Value

Appendix C: Genesys T-Server Outbound Dialer Configuration


273

C

Genesys T-Server Outbound Dialer Configuration

The chapter describes how to configure the Outbound Dialer in the Genesys T-Server. With this configuration, the Outbound Dialer calls the client, and then the agent receives this call that is initiated by the Outbound Dialer.

Contents

Outbound Dialer Overview ..........................................................................................274

Configuring the Outbound Dialer in the Genesys T-Server......................................274

274 Appendix C: Genesys T-Server Outbound Dialer Configuration


Outbound Dialer Overview

Outbound Dialer OverviewThe Outbound Dialer configuration is part of the Genesys T-Server. With this configuration, the following steps occur:

1. The Outbound Dialer calls a client.

2. The client is connected to an agent’s line, and the agent’s line rings with an incoming call.

3. The agent answers the call and speaks to the client.

Configuring the Outbound Dialer in the Genesys T-ServerYou configure the Outbound Dialer by means of the Genesys T-Server Configuration Manager. In this configuration, you verify the name of the T-Server, check the licenses, and verify that the OCServer is installed and listed on the Connections tab.

To configure the Outbound Dialer in the Genesys T-Server:

1. Start Configuration Manager.

2. In the Configuration tree, navigate to Environment > Applications > Outbound.Figure C-1 Outbound Folder

The contents of the Outbound folder appear.



Configuring the Outbound Dialer in the Genesys T-Server

3. Right-click OCServer, and select Properties.

The Properties window appears.Figure C-2 OCServer Properties Window

4. Click the Connections tab.Figure C-3 Connections Tab

5. Write down the name of the Genesys T-Server, and click Cancel.

6. From the Genesys T-Server, check the licenses as described in Checking Genesys T-Server Licenses on page 55.

7. In the Configuration Manager, repeat Step 2 on page 274 to view the Outbound folder.



Configuring the Outbound Dialer in the Genesys T-Server

8. Right-click OCManager, and select Properties.

The Properties window appears.Figure C-4 OCManager Properties Window

9. Click the Connections tab.Figure C-5 OCManager Properties Window

10. Verify that the OCServer is listed in the Connections tab.

11. Click OK.

Chapter D: Installing NICE Perform Components with UAC On


277

D

Installing NICE Perform Components with UAC On

Verify if the NICE Perform component that you are about to install can be installed with UAC on, see Installing NICE Perform Components in Windows Server 2008 Environments on page 14.

Then follow the procedures below:

1. Setting Security Options Before Installing the NICE Perform Component.

2. Install all NICE Perform components that can be installed with UAC on. If the NICE Perform component has an .exe file, see Setting .exe Files to Run in Administrative Mode.

3. Resetting Security Options After Installing the NICE Perform Component.

Contents

Setting Security Options Before Installing the NICE Perform Component.............278

Setting .exe Files to Run in Administrative Mode .....................................................281

Resetting Security Options After Installing the NICE Perform Component............282

Configuring Security Options Before Modifying NICE Perform Component Installation.....................................................................................................................285

278 Chapter D: Installing NICE Perform Components with UAC On


Setting Security Options Before Installing the NICE Perform Component


Before you install NICE Perform components on a Windows Server 2008, follow the procedure below to configure the Security Options.

In this procedure, you will define the following:

To configure Security Options before installing NICE Perform components:

1. From the Start menu, open the Run window and enter secpol.msc. Click OK.Figure D-1 Run Window

The Local Security Policy window appears.Figure D-2 Local Security Policy Window

2. From the Security Settings tree, expand Local Policies and select Security Options.

IMPORTANT After all NICE Perform applications have been installed, return the Windows Server 2008 Local Security Option settings to their original settings. See Configuring Security Options After NICE Perform Component Installation.

Policy Set to...

User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode

Elevate without prompting

User Account Control: Detect application installations and prompt for elevation

Disabled




Figure D-3 Local Security Policy Window

3. In the Policies list, scroll down to User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode.


4. Double-click User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode. The Properties window appears.




Figure D-5 Properties Window

5. From the drop-down list, select Elevate without prompting and click OK. The Local Security Policy window reappears.

6. In the Policies list, double-click User Account Control: Detect application installations and prompt for elevation. The Properties window appears. Figure D-6 Properties Window

7. Select Disabled and click OK. The Local Security Policy window reappears.8. Close the Local Security Policy window.

9. If your NICE Perform component has an .exe installation file, see Setting .exe Files to Run in Administrative Mode on page 281.



Setting .exe Files to Run in Administrative Mode

Setting .exe Files to Run in Administrative ModeIf the NICE Perform component supports Windows Server 2008 and has an .exe installation file, the NICE .exe should be run in Administrative mode.

To run NICE Perform .exe files:

• Right-click the .exe file and select Run as administrator.Figure D-7 Installations Window

IMPORTANT After all NICE Perform applications have been installed, return the Windows Server 2008 Security Option settings to their original state. See Configuring Security Options After NICE Perform Component Installation.



Resetting Security Options After Installing the NICE Perform Component


After all NICE Perform applications have been installed, return the Windows Server 2008 Local Security Option settings to their original settings. Follow the procedure below to reconfigure the Security Options. In this procedure, you will define the following:

To reconfigure Security Options after installing NICE Perform components:

1. From the Start menu, open the Run window and enter secpol.msc. Click OK.Figure D-8 Run Window

The Local Security Policy window appears.Figure D-9 Local Security Policy Window

2. From the Security Settings tree, expand Local Policies and select Security Options.

Policy Set to...

User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode

Prompt for consent

User Account Control: Detect application installations and prompt for elevation

Enabled





3. In the Policies list, scroll down to User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode.


4. Double-click it. The Properties window appears.




Figure D-12 Properties Window

5. From the drop-down list, select Prompt for consent and click OK. The Local Security Policy window reappears.

6. In the Policies list, double-click User Account Control: Detect application installations and prompt for elevation. The Properties window appears. Figure D-13 Properties Window

7. Select Enabled and click OK. The Local Security Policy window reappears.8. Close the Local Security Policy window.



Configuring Security Options Before Modifying NICE Perform Component Installation

Configuring Security Options Before Modifying NICE Perform Component Installation

Each time you modify your NICE Perform component installation, you should set the Security Options. See:

1. Setting Security Options Before Installing the NICE Perform Component on page 278.

2. When necessary, see Setting .exe Files to Run in Administrative Mode on page 281.

This is required whenever you modify, remove, or update your installation.

NOTE: You do NOT need to do these steps when running the NICE Perform Update Packs.

On completion of your modification of the installation, see Resetting Security Options After Installing the NICE Perform Component on page 282.

Index
A
ACD positionsNortel Symposium 61

Alcatel OmniPCX Enterpriseintegration specifications 19

Aspect agent configuration 63Aspect Call Center

integration specifications 20Aspect Spectrum

integration specifications 21automatic discovery 169Avaya Communication Manager

integration specifications 22

Bbusiness data 118

indexing 131

Ccall types

supported 38call types and features, supported 38Channel-Mapping

Extension-side Recording workflow 101connection failure

troubleshooting 235Connection Manager

additional parameters 259interface parameters 261

CTI Interfaceconfiguration wizard 74

Ddatabase fields, supported 40databases

indexes 131DN configuration

confirming 54driver interface

additional parameters 267

EEricsson MX-ONE

integration specifications 24error messages

troubleshooting 236Events Spy

defining SpyMailSlot Name parameter 181defining the UseSpy parameter 181, 209

Ffeatures

supported 38

GGenesys Configuration Manager 55Genesys Support Phone 226Genesys T-Server

checking status and configuration 65description 33testing device configuration 66

Iindexing reserved columns 131Instant Callback

Logger parameters 254Integration

installation 136integration

architecture workflow 32installation workflow 17specifications 18

Interaction Centerdescription 33

Llicenses

checking Genesys T-Server 55using FlexLM License Manager 56using Genesys Configuration Manager 55

limitationsAlcatel 43Aspect 44Avaya 44CTI driver 43Ericsson 44

Index


287

Nortel 45Siemens 46T-Server 43

Logger parametersfor Instant Callback 254

Logger, see NiceLog Logger or NiceScreen LoggerLogs Builder Application 230

Mmachine credentials 175monitor device problem

troubleshooting 235, 236

NNEC APEX

integration specifications 26NEC NEAX

integration specifications 26NEC SV7000

integration specifications 26NICE Interaction Center

description 33NiceLog Logger

description 33NiceScreen Logger

description 33Nortel Communications Server

integration specifications 27Nortel error

troubleshooting 236Nortel Symposium

ACD positions 61

Ooptional ID field 118

Ppassive VoIP device

workflow 107

Rrecording solutions 34redundancy

checking Genesys configuration 59reporting levels

configuring 254reserved columns

indexing 131

using for business data 118Rockwell see Aspect Spectrum

SServer Reports

automatic discovery 169manually adding 169

SIC reportsgenerating 170

Siemens Hicom Internationalintegration specifications 28

Siemens Hicom USAintegration specifications 29

Siemens HiPathintegration specifications 30

SpyMailSlot Name parameter 181SQL server credentials 170switch DN definitions

confirming 54switch driver

additional parameters 264

TTCP link

viewing 57tools

Genesys Support Phone 226Logs Builder Application 230

troubleshootingconnection failure 235error messages 236monitor device problem 235, 236Nortel error 236warning messages 235

trunkworkflow 104

UUseSpy parameter 181, 209

Wwarning messages

troubleshooting 235workflow

integration 17passive VoIP device 107trunk 104

Index


288

integration with genesys t-server - np - 3.2

Documents