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Version 8.9
Supervision User's Manual for NiceLog NiceCall Focus III NiceUniverse Compact
November 2005 385A0073-20 Rev. A0
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright © 2005 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents: 5.353.168 5.861.959 5.937.029 6.046.824 6.122.665 6.330.025 6.856.343
6.865.604
6.871.229
6.542.602
6.880.004
360o View, Agent@home, Executive Connect, Executive Insight*, Experience Your Customer, Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NiceCMS, NICE Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Perform, NICE Playback Organizer, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision, NiceVision Alto, NiceVision Harmony, NiceVision Mobile, NiceVision NVSAT, NiceVision Pro, NiceVision Virtual, NiceWatch, Renaissance, Scenario Replay, ScreenSense, Secure Your Vision, Tienna, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. *in Australia only
385A0073-20 Rev. A0
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NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the instructions.
For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office: International Headquarters-Israel
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Please send all queries, comments, and suggestions pertaining to this document to [email protected] Please visit NICE at www.nice.com
Contents About NICE Supervision
9
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
PART I - NICE Supervision General Capabilities
1 Getting Started With NICE Supervision
15
Starting NICE Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 NICE Supervision Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 NICE Supervision Window - Text View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 NICE Supervision Window - Graphic View . . . . . . . . . . . . . . . . . . . . . . . . . 20 NICE Supervision Window Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Changing Your NICE Supervision Password . . . . . . . . . . . . . . . . . . . . . . . . 21 Exiting the NICE Supervision Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2 Managing NICE Supervision Alarms
25
Setting Up NICE Supervision Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Setting Alarm and Faxing Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Setting Automatic Dialer Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Enabling and Disabling Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Responding to Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Manually Faxing Supervision Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3 NICE Supervision Reports
35
Using the NICE Supervision Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Contents
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Creating a Channel Information Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Creating Channels Statistics Alarms Reports . . . . . . . . . . . . . . . . . . . . . . . . 42 Creating Call Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Switching to Different Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Creating a Standby Logger Statistics Report . . . . . . . . . . . . . . . . . . . . . . . . 48
PART II - NICE Supervision Product Specific Capabilities
4 Supervising Loggers
53
Defining Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Viewing a Voice Logger’s Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . . . 55 Viewing Configuration Details for a Logger. . . . . . . . . . . . . . . . . . . . . . . . . . 56 Setting Up a System-Wide Recording Schedule . . . . . . . . . . . . . . . . . . . . . . 58 Disabling Scheduled Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Uploading/Downloading Voice Logger Information . . . . . . . . . . . . . . . . . . . 62 Managing the Loggers’ Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Synchronizing all Logger Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Configuring the Logger’s Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Setting the Logger’s Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Adjusting Clocks for Daylight Savings Time . . . . . . . . . . . . . . . . . . . . . . . . 66 Centrally Configuring Logger Channel IDs . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Viewing Debug Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Reset Logger Mirroring Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Resetting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Shutting Down a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Coldstarting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
5 Supervising Media Library Servers
73
Defining Media Library Alarm Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Viewing a Media Library Server’s Self-Test Results . . . . . . . . . . . . . . . . . . . 75 Viewing Configuration Details for a Media Library Server . . . . . . . . . . . . . . 76 Creating a Media Library Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Contents
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6 Supervising NiceCLS Servers
79
Defining NiceCLS Server’s Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Viewing a NiceCLS Server’s Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . 81 Viewing Configuration Details for a NiceCLS Server . . . . . . . . . . . . . . . . . . 82 Scheduling NiceCLS Working Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
7 Supervising NiceScreen Loggers
85
Defining NiceScreen Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Viewing a NiceScreen Logger Self-Test Results . . . . . . . . . . . . . . . . . . . . . . 87 Viewing Configuration Details for a NiceScreen Logger. . . . . . . . . . . . . . . . 88
PART III - Appendices
A Warning and Error Messages
91
Voice Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 NiceCLS API Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 NICE Media Library BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 NiceScreen Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 TIM BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 AMU Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
B Sample Call Activity Reports
109
Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 3D Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Area Graph. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 3D Area Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 3D Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Contents
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3D Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Glossary
115
Index
125
Contents
NICE Supervision User’s Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact
8
About NICE Supervision Introduction Welcome to NICE Supervision, an easy-to-use Microsoft Windows-based software application that provides the convenience of supervising all NICE components from one Supervision window. The following products are monitored by NICE Supervision: NiceLog Loggers, NiceCall Focus III, Media Library Servers, NiceCLS Databases, NiceScreen Loggers and NiceUniverse Compact. This manual describes the monitoring capabilities of NICE Supervision. For more information about the NICE products that are monitored by Supervision see the Nice Query/Monitor User’s Manual, NiceUniverse User’s Manual, NICE Reporter User Manual. You can perform the following functions using NICE Supervision for all of your supervised NICE products:
•
Identify alarm conditions
•
Set up alarm notification procedures, including triggering an audible alarm, faxing a message, and sending a pre-recorded message to a pager or answering service
•
Respond to warning and error messages
•
View current status and configuration details for all NICE supervised units
•
View an audit trail of all reported events, alarms and error messages
•
Generate reports of status and configuration information for each NICE supervised unit
NICE Supervision also enables the System Administrator to connect directly to Loggers to perform additional configuration and reporting functions.
9 NICE Supervision User’s Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact
About this Manual
About this Manual This manual describes how to set up and respond to NICE Supervision alarms, and how to perform system functions that are available with NICE Supervision for individual NICE products. This manual is divided into the following parts: PART I - NICE Supervision General Capabilities Chapter 1 - Getting Started With NICE Supervision
Explains how to start and exit NICE Supervision, how to change your password, and how to use the NICE Supervision window tools and options. Chapter 2 - Managing NICE Supervision Alarms
Describes how to define alarm conditions and notification procedures, how to respond to alarms, and enable and disable alarms for NICE supervised units. Chapter 3 - NICE Supervision Reports
Provides instructions on how to search for, display and print system events using the NICE Audit Trail, and how to generate system reports that are unique to NiceLog Loggers. PART II - NICE Supervision Product Specific Capabilities Chapter 4 - Supervising Loggers
Describes the alarm events, configuration details and self-test results. Explains how to set up a system-wide recording schedule, synchronize system-wide Logger clocks, Coldstart, Restart and Shutdown Loggers, and centrally configure Logger Channel IDs. Chapter 5 - Supervising Media Library Servers
Describes the alarm events, configuration details, and self-test results and reports that are unique to Media Library Servers. Chapter 6 - Supervising NiceCLS Servers
Describes the alarm events, configuration details and self-test results that are unique to NiceCLS Servers. Chapter 7 - Supervising NiceScreen Loggers
Describes the configuration details and self-test results that are unique to NiceScreen Loggers.
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About this Manual
PART III - Appendices Appendix A - Warning and Error Messages
Lists the warning and error messages that can appear in the NICE Supervision Station for each NICE product. Appendix B - Sample Call Activity Reports
Lists sample call activity reports that can be created for NiceLog Loggers.
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PART I - NICE Supervision General Capabilities
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1 Getting Started With NICE Supervision NICE Supervision is an easy-to-use software application that provides the convenience of monitoring all NICE components from one NICE Supervision window. In the NICE Supervision window you can set up alarms, respond to alarms, perform self-tests and view current configuration information. This chapter describes NICE Supervision installation, starting NICE Supervision, and the features that are available in the NICE Supervision window. IMPORTANT The installation procedure for NICE Supervision, is found in the NiceLog Workstations Applications Installation Guide.
Contents
Starting NICE Supervision ............................................................................................. 16 NICE Supervision Window............................................................................................. 18 NICE Supervision Window - Text View ...................................................................... 18 NICE Supervision Window - Graphic View ................................................................ 20 NICE Supervision Window Toolbar ............................................................................ 21 Changing Your NICE Supervision Password ............................................................. 21 Exiting the NICE Supervision Application.................................................................... 23
Chapter 1: Getting Started With NICE Supervision
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Starting NICE Supervision
Starting NICE Supervision The NICE Supervision application should always be active. When NICE Supervision is active, the screen saver on the Supervision Station is disabled. If the NICE Supervision application quits unexpectedly (e.g., because of a power failure), restart the application immediately. If a copy of the NICE Supervision program icon is in the StartUp group, the NICE Supervision application automatically restarts when you restart Windows. If you do need to exit from the Supervision application, you will be prompted for a password.
To start the NICE Supervision application: 1. In the Start menu, choose NICE Supervision in the NICE program group.
The Login Supervision window appears. Figure 1-1
Login Supervision Window
2. Type your NICE Supervision Login name and Password in the appropriate fields and click OK. NOTE: For more information about logging in to NICE applications, see the NICE Administrator’s Manual.
The NICE Supervision window appears.
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Starting NICE Supervision
Figure 1-2
NICE Supervision Window - Text View
Menu Bar Toolbar
Status Bar
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NICE Supervision Window
NICE Supervision Window The NICE Supervision window displays information about the current operational status of all of the NICE components that the logged-in user is authorized to access throughout the NiceLog System. Any combination of the components is called your “NiceLog System.” The components that appear in the NICE Supervision window are called “supervised units.” The person that administers NICE Supervision is called the NiceLog System Administrator. You can switch the NICE Supervision window between two different views: Text view and Graphic view.
NICE Supervision Window - Text View When the NICE Supervision window is in Text view, a table lists the most recent message for each supervised unit. Messages include a warning, a notification that an error has occurred, or a message requesting that a task be performed (e.g., replacement of a Logger’s archiving media because it is full).
To switch the NICE Supervision window to Text view:
•
In the NICE Supervision window, choose Text in the View menu. Figure 1-3
NICE Supervision Window - Text View
When the NICE Supervision window is in Text view, each row displays information for a specific Logger or other supervised unit.
•
To sort Loggers and Servers according to their name or Number ID, from the View menu, select Sort. Chapter 1: Getting Started With NICE Supervision
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NICE Supervision Window
NOTE: NiceLog Voice Loggers and NiceCall Focus Voice Loggers are referred to as Loggers in the unit column. If you have NiceLog or NiceCall Focus installed, use the name column to help identify each Logger.
The following columns of information appear for each supervised unit:
•
Unit
Unit types include: (This is a partial list, given as an example) Logger
Voice Logger, NiceScreen Logger, NiceCall Focus Voice Logger
CLS
NiceCLS Server
MEDIALIB
Media Library Server
•
Name
Name that the NICE System Administrator assigns to each supervised unit.
•
Alarm
Graphically represents the alarm status for each supervised unit. When an alarm is disabled, fax notification, or notification by an audible alarm no longer occurs. This usually means that the alarm has already been acknowledged and corrective measures are being taken.
The alarm icons are: Alarm is detected and the alarm is enabled. Alarm is detected and the alarm is disabled. Blank
No alarm is detected and the alarm is enabled. No alarm is detected and the alarm is disabled.
•
Status
Message indicating the current status of each supervised unit. Each supervised unit continuously performs a self-test on its internal hardware and software. If the self-test indicates that the supervised unit is operating normally, then Test OK appears. If the self-test indicates a problem in the supervised unit, a warning, error or notification message is displayed. All possible warning and error messages are listed in Appendix A, Warning and Error Messages on page 91.
•
Deck 1/Deck 2
(For NiceLog Voice Loggers only.) Status of the specified deck in the Logger, as follows:
•
nn% free
•
Automatic Deck is set for Automatic Archiving, but no medium is currently loaded.
•
Manual
Amount of available space on the archiving medium that is currently loaded in the drive when the cassette or MO is performing Automatic Archiving.
Archiving medium is set for Manual Archiving. Chapter 1: Getting Started With NICE Supervision
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NICE Supervision Window
•
Retrieval
Archiving medium set for Retrieval.
•
Not Used
Deck is not in use.
•
Disk Free
Percentage of filled hard disk space on the Logger. (For NiceLog Voice Loggers and NiceCall Focus Voice Loggers.)
TIP: Use the horizontal scroll bar to view hidden columns.
NICE Supervision Window - Graphic View When the NICE Supervision window is in Graphic view the current operational status of each supervised unit is displayed graphically.
To switch the NICE Supervision window to Graphic view: 1. In the NICE Supervision window, choose Graphic in the View menu.
The NICE Supervision window appears in Graphic view. Figure 1-4
•
NICE Supervision Window - Graphic View
To sort Loggers and Servers according to their name or Number ID, from the View menu, select Sort.
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NICE Supervision Window
In the Graphic view, each supervised unit in the NiceLog System is represented by an icon that is labeled with the unit’s number and name as follows: NiceLog Voice Logger
NICE Media Library Database
NiceCLS Database
If NICE Supervision detects that one of the supervised units has generated a warning or error message, the icon for the specific supervised unit turns red. Icons that indicate that the unit is reporting a warning message are colored blue. You can double-click a red or blue icon to view the supervised unit’s current self-test results. Above each icon, the supervised unit’s alarm status is represented by one of the alarm icons. For more information about alarm icons, see NICE Supervision Window - Graphic View on page 20.
NICE Supervision Window Toolbar You can click command buttons in the toolbar to access some of the most frequently performed NICE Supervision operations. In both Text and Graphic views, the NICE Supervision window toolbar contains the following command buttons: Test
Displays the results of the most current self-test for the supervised unit selected in the NICE Supervision window.
Configure
Display information about the supervised unit selected in the NICE Supervision window.
Alarm
Enables or disables the NICE Supervision alarm for the supervised unit selected in the NICE Supervision window.
Options
Opens the Supervision Options window, used to set up alarms and define notifications procedures for the NICE supervised units.
Changing Your NICE Supervision Password It is recommended that you change your password to prevent unauthorized users from accessing the system. Passwords can be changed only once a day. The new password that you enter must be an alphanumeric string between 5 to 10 characters with the following restrictions: Chapter 1: Getting Started With NICE Supervision
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NICE Supervision Window
•
It is not one of the last three passwords used
•
There are no spaces
•
There is no letter that appears three times in the password
•
The password is not the user name or user ID
•
The password is not a word that appears in a separate ASCII file in the definition directory NOTE: For a list of passwords that are not allowed, contact your NiceLog System Administrator.
To change your NICE Supervision password: 1. In the NICE Supervision window, choose Change Password in the File menu.
The Change Password window appears. Figure 1-5
Change Password Window
2. Type a password in the New Password field, and then type it again in the Confirm Password field. 3. Click OK.
The new password will be required the next time you start NICE Supervision.
Chapter 1: Getting Started With NICE Supervision
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Exiting the NICE Supervision Application
Exiting the NICE Supervision Application Since the NICE Supervision application is responsible for controlling system-wide functions, it is recommended that you keep it running at all times. If necessary, however, you can exit the application (e.g., for workstation software upgrades).
To exit NICE Supervision: 1. In the NICE Supervision window, choose Exit in the File menu.
The Logout Supervision window appears. Figure 1-6
Logout Supervision Window
2. In the Logout Supervision window, type your NICE Supervision password, and then click OK.
The NICE Supervision application closes.
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2 Managing NICE Supervision Alarms Events that occur in supervised units that require the urgent attention of the NICE Supervisor can trigger an alarm in the Supervision station. The NICE Supervisor can specify which types of events should be considered alarm events, and how alarm notification will occur. After an alarm has been triggered the NICE Supervisor can disable the alarm, view the self-test results and configuration details of a component, and then take corrective action. Once the problem is resolved the alarm is enabled so that the Supervisor can be notified of new system problems. This chapter describes the steps involved in defining alarms, setting up alarm notification and responding to alarms. The product specific chapters describe alarm events, self-test results and configuration details that are unique to each NICE product.
Contents
Setting Up NICE Supervision Alarms ........................................................................... 26 Setting Alarm and Faxing Parameters ....................................................................... 28 Setting Automatic Dialer Parameters ......................................................................... 30 Enabling and Disabling Alarms..................................................................................... 31 Responding to Alarms ................................................................................................... 32 Manually Faxing Supervision Information ................................................................... 33
Chapter 2: Managing NICE Supervision Alarms
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Setting Up NICE Supervision Alarms
Setting Up NICE Supervision Alarms Setting up NICE Supervision alarms include:
•
Scheduling how frequently self-test results appear in the NICE Supervision window
•
Defining which events trigger an alarm
•
Specifying which alarm events trigger the fax option or automatic dialer option
•
Defining how alarms are displayed in the NICE Supervision window NOTE: The test interval that you specify also determines how often the event log is updated. Too frequent reporting of self-test results, (continuous or every 5 minutes) may cause a negative impact on performance.
To set up NICE Supervision alarms: 1. In the NICE Supervision window, click the Options button. -or-
Choose Options in the Supervision menu. The Options window appears. Figure 2-1
Options Window
Chapter 2: Managing NICE Supervision Alarms
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Setting Up NICE Supervision Alarms
NOTE: A separate tab appears for each unit type that is currently installed at your site. The possible tab names are Logger, Media Library, Screen Logger, or CLS. 2. Click the Test interval field. 3. Choose None in drop-down list to disable test result reporting. -or-
Choose Continuous if you would like the test results reported immediately after the previous request for test results is completed. -or-
Select 5, 10, 15, 20, 30 or 60 to specify the number of minutes between the reporting of self-test results. 4. Click the tab for the supervised unit type whose alarms you want to specify, if you have
multiple types of supervised units in your NiceLog System. 5. Mark the checkbox in the Alarm column for each listed event that you want to trigger an
alarm. 6. Mark the checkbox in the Fax column for each listed event that you want to send a fax. (The
Fax option must be installed in the Supervision station and enabled in the Fax Setup window.) For more information, see Setting Alarm and Faxing Parameters on page 28. 7. Mark the checkbox in the Dialer column for each listed event that you want a phone number
dialed when an alarm is detected. (The Automatic Dialer option must be installed in the Supervision station and enabled in the Dialer Setup window). For more information, see Setting Automatic Dialer Parameters on page 30. 8. Mark the Beep checkbox if you want to hear a beep when an alarm is detected. 9. Mark the Show application as topmost window checkbox if you want the Supervision
window to appear as the front window when an alarm is detected. 10. Mark the Activate alarm device checkbox if you want an audible alarm activated at the
Supervision station every time that an alarm is detected. (The Supervision Relay Board option must be installed in the Supervision station.) 11. In the SNMP Options area, mark Enable SNMP to work with SNMP.
SNMP (Simple Network Management Protocol) is a TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached. NICE SNMP information is displayed using the HP OpenView application installed on the NICE Supervision workstation. 12. Click OK.
Your changes are saved immediately.
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Setting Up NICE Supervision Alarms
Setting Alarm and Faxing Parameters NOTE:
• •
This is an optional feature and is not available at all sites. Only events that have the alarm checkbox marked, trigger an alarm in the NICE Supervision Station.
You can specify for each alarm event and each NICE product type, (for example, Voice Loggers) whether to fax an alarm message automatically when an alarm is detected. You can set fax parameters to specify your modem type and port, the information that appears on your fax header, four destination telephone numbers, and the frequency between retries if the fax transmission is unsuccessful. The fax parameters that you define are used when faxes are sent automatically and when you fax information about NICE supervised units manually to your distributor or local NICE office. For more information about how to specify which alarms automatically send a fax, see Setting Up NICE Supervision Alarms on page 26. For more information about sending faxes manually, see Manually Faxing Supervision Information on page 33.
To set NICE Supervision Fax parameters: 1. In the NICE Supervision window, choose Fax setup in the Supervision menu.
The Fax Setup window appears. Figure 2-2
Fax Setup Window
2. Mark the Fax enable checkbox in the Hardware Options area to enable automatic faxing
from the Supervision Station.
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Setting Up NICE Supervision Alarms
3. In the Fax drop-down list in the Hardware Options area, select the type of modem that is
installed in the Supervision Station. 4. In the Port drop-down list in the Hardware Options area, select the communications port
that is connected to the installed modem. 5. Mark the Send detailed information checkbox in the Advanced Fax Options area if you
want faxes to include Configuration details and self-test results for all the supervised units in your NiceLog System. -or-
Keep the checkbox blank if you want the faxes that are automatically sent when alarms are detected to include only the information that is currently displayed in the NICE Supervision window. NOTE: This parameter does not affect faxes that are sent manually. 6. Mark the Send cover page checkbox if you want the information contained in the Source Information fields included in the header that appears at the top of each page. 7. Enter the number of redial attempts if a fax is not successfully received. 8. Enter the Minimum minutes between transmissions for each redial attempt. 9. Enter the Company name that you want to appear in the header for each fax in the Source Information area. 10. Enter the Phone number that you want to appear in the header for each fax that is sent in the Source Information area. 11. Enter the Fax number that you want to appear in the header for each fax that is sent in the Source Information area. 12. Enter up to four different destination fax numbers in the Destination Information area.
These are the telephone numbers for the faxes that you wish to receive the faxed information. If you need to enter an additional digit (e.g., 9) to send from an internal telephone system, enter two or three commas between the digit and the rest of the number. Each comma represents a two-second pause, which instructs the modem to wait for the outside line to be accessed. 13. Click OK.
Your changes are saved immediately.
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Setting Up NICE Supervision Alarms
Setting Automatic Dialer Parameters Alarm events can trigger the NICE Supervision application to activate an external automatic dialer (supplied by the customer) in sites where the Alarm Relay Board option is installed. NOTE: This is an optional feature and is not available at all sites.
For more information on how to specify which Logger events trigger the Optional Dialer, see Setting Up NICE Supervision Alarms on page 26. The dialer connected to the Supervision Station designates the number that the dialer will dial and the operations that are performed when an alarm event occurs. These functions are not controlled by the NICE Supervision application.
To set up Supervision dialer parameters: 1. In the NICE Supervision window, choose Dialer setup in the Supervision menu.
The Dialer Setup window appears. Figure 2-3
Dialer Setup Window
Mark the Dialer enable checkbox to activate the external dialer. 2. Specify the Minimum minutes between transmissions in the event that the previous
attempt to connect was not successful. 3. Specify the Maximum seconds for dialing or the number of seconds NICE Supervision
should remain connected to the dialed number before deactivating the dialer. Set this value to an interval that is long enough to support the features that you will use on the connected dialer (e.g., numeric messaging, voice messaging). 4. Click OK.
Your changes are saved immediately.
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Enabling and Disabling Alarms
Enabling and Disabling Alarms The NiceLog System Administrator can enable or disable the NICE Supervision alarm for each individual supervised unit. NICE Supervision only reports alarms if the event is specified as an alarm in the Supervision window. This alarm, which may be a PC beep or external alarm device in the Supervision Station, remains active until the alarm event has been resolved or the alarm has been disabled. You can choose to disable an alarm if you need to resolve a system problem that may take an extended period of time. If an additional alarm is detected Supervision sends an alarm fax message and activates an automatic dialer if the appropriate checkboxes were selected for this event. For more information about enabling alarms, see Setting Up NICE Supervision Alarms on page 26. Once the problem has been handled and resolved, it is important that you enable the NICE Supervision alarm for the supervised unit so that you can be alerted of any future alarm events in that specific unit.
To enable or disable the alarm for a supervised unit: 1. If the NICE Supervision window is in Text view, click the row for the supervised unit whose
alarm you wish to enable or disable. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired unit. 2. Click the Alarm button. -or-
Choose Enable/Disable alarm in the Supervision menu. This menu command toggles between Enable alarm and Disable alarm, depending on the alarm status of the selected unit. The alarm icon for the selected unit changes accordingly to reflect a new alarm status. Icons and their status are described on page 19.
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Responding to Alarms
Responding to Alarms In both Graphic and Text view (described earlier), an alarm icon indicates that a supervised unit has reported an alarm event: It is recommended that you perform the following steps to respond to a NICE Supervision alarm. 1. Check the NICE Supervision window to see if there are other events reported that may
have an impact on the current error. Remember that the NICE Supervision window displays only the most recent message that has been reported by each supervised unit. If you want to view all events use the NICE Audit Trail. For more information, see Chapter 3 - NICE Supervision Reports on page 35. 2. View the supervised unit’s most current self-test results if the nature of a problem
condition is not yet evident. Since a supervised unit may report more than one message at a time to NICE Supervision, the results of the supervised unit’s self-test list all warning and error messages currently reported. Since these messages may include basic instructions on how to resolve the reported situation, viewing all of them (instead of only the most recent one in the NICE Supervision window) can help to clarify the course of action that must be taken to diagnose and handle a problem condition. For more information about performing self-tests, see Chapters 4,5,6 and 7 in this Manual. 3. View the supervised unit’s current hardware/software configuration to diagnose a
problem condition in a Logger or other supervised unit. 4. Disable the NICE Supervision alarm for the specific unit if an alarm event in a supervised
unit activates the NICE Supervision alarm until the situation is resolved. You can do this if you do not expect the event to be resolved immediately and you do not want the alarm to remain active for an extended period of time. NOTE: When the alarm is disabled for a specific unit, any new alarm event that is detected from this specific unit will not activate the NICE Supervision alarm. However, the alarm event might still send a fax or a dialer message (if these options are installed and enabled). 5. View the NICE Supervision Events Log to analyze recent and previous messages that have
been reported by each supervised unit. This may assist you in understanding previous conditions that might have led to the current problem detected in a supervised unit. 6. Connect to NiceCLS Server if you have CLS installed and you need further information
about a NiceCLS Server’s status. 7. If you are unable to resolve a reported situation based on the information provided by the
NICE Supervision application, contact your NICE technical support provider. You may be requested to fax a report of the NiceLog System. For more information, see Manually Faxing Supervision Information on page 33. 8. Once a problem has been resolved in a supervised unit, view the results of the supervised
unit’s most current self-test. This way, you can verify that all previously reported warning and error messages have been resolved. 9. If the NICE Supervision alarm is disabled for a supervised unit, enable it so that you can be
alerted of any future alarm events in the unit. Chapter 2: Managing NICE Supervision Alarms
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Manually Faxing Supervision Information
Manually Faxing Supervision Information When your are working to diagnose a problem you may be asked to fax the current self-test results or the configuration details of the supervised units in your NiceLog System. You have the following options when you manually send fax information:
•
Send self-test results that appear in the Supervision window.
•
Send a detailed report of configuration details and self-test results for all supervised units. NOTE: When you manually fax NICE Supervision information, it is sent only to the single destination number that you specify manually, and not to the four numbers specified in the Fax Setup window. For more information see Setting Alarm and Faxing Parameters on page 28.
To manually fax information about supervised units: 1. In the NICE Supervision window, choose Send fax in the Tools menu. 2. To send displayed messages for all supervised units, choose one of the following commands from the Send fax submenu.
•
System information
To send only displayed messages for all supervised units. The Send Information window appears. Figure 2-4
•
Send Information Window
Detailed information
To send a detailed configuration and self-test report for all supervised units. The Send Detailed Information window appears.
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Manually Faxing Supervision Information
Figure 2-5
Send Detailed Information Window
3. Type the fax number of the fax receiver that you wish to receive the message or report. If you
need to enter a digit (e.g., 9) to send from an internal telephone system, type commas between the digit and the rest of the number to instruct the fax/modem to wait for the outside line to be accessed. Each comma you type represents a two-second pause. 4. Click OK. The fax is sent according to the parameters set in the Fax Setup window.
For more information see Setting Alarm and Faxing Parameters on page 28.
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3 NICE Supervision Reports The NICE Supervision application includes reports that display system-wide automatic archiving schedules, channel setup information, and call activity for your NiceLog System. The NICE Supervision Audit Trail option records all events that are reported by NICE components on a long-term basis. You can query for that information, and then save and print the results in text format. NiceLog has additional reporting capabilities that enable you to query a specific event for one or several Loggers and to display call activity over variable time periods in two-dimensional or three-dimensional graphs. NOTE: In addition, NICE Supervision enables you to create Media Library reports. For more information, see Creating a Media Library Report on page 77.
Contents
Using the NICE Supervision Audit Trail........................................................................ 36 Creating a Channel Information Report........................................................................ 40 Creating Channels Statistics Alarms Reports ............................................................. 42 Creating Call Activity Reports ....................................................................................... 43 Switching to Different Report Formats ....................................................................... 45 Creating a Standby Logger Statistics Report .............................................................. 48
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Using the NICE Supervision Audit Trail
Using the NICE Supervision Audit Trail Audit Trail is a new feature in the NICE Supervision application that enables the user to query the database for error messages, system events and logger activity, based on any or all of the following parameters:
•
Date/Time
Range of days and time for the query.
•
Servers
All the NiceLog Loggers, NiceCLS Servers and Media Library servers that you want to include in the search.
•
Users
All the users defined in the database of the NiceLog system that is being used.
•
Message type
Error messages from all the supervised units, user activities (such as login and password modification) and system event messages.
NOTE: For more information about defining servers and users in a NiceLog System, see the NICE Administrator’s Manual.
To run a query in the NICE Supervision Audit Trail: 1. In the Tools menu, choose Audit Trail.
The NICE Audit Trail window appears. Figure 3-1
NICE Audit Trail Window
2. Click the Time Range tab in the NICE Audit Trail window and fill in the date and time range
of your query as follows: Chapter 3: NICE Supervision Reports
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Using the NICE Supervision Audit Trail
•
In the From drop-down list, choose the range of days. -or-
•
Choose Customized from the drop-down list, and in the From and To fields use the arrows to specify a range of days and hours.
3. Click the Advanced tab in the NICE Audit Trail window.
The Advanced tab becomes activated. Figure 3-2
NICE Audit Trail Window - Advanced Tab
4. If you want to specify one or more servers for the query, click the Servers button.
The Select Servers window appears. Figure 3-3
Select Servers Window
5. In the Available Servers column, select the NiceLog, NiceCall Focus, NICE Media Library and NiceCLS servers you want to include on your search, and click Add to add them to the Select these servers for search column. 6. Click Clear to delete checked servers or OK to add the selected servers to the query. Chapter 3: NICE Supervision Reports
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Using the NICE Supervision Audit Trail
7. In the NICE Audit Trail window, click Users.
The Users window appears. Figure 3-4
Select Users window
8. In the Available Users column, select the users you want to include in your search, and click Add to add them to the Select these users for search column. Click OK. 9. In the NICE Audit Trail window, click Select Messages.
The Select Messages window appears. Figure 3-5
Select Messages Window
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Using the NICE Supervision Audit Trail
10. In the Message group types drop-down list, select a type of message group. In the Messages column, select message types you want to include in your search and click Add to add them to the Select these messages for search column.
You can add messages of different message groups by selecting a different message group type as many times as you want. 11. Click OK. You have now selected all the possible parameters to define the NICE Audit Trail
query. TIP: You can select one, two or all of the parameters to conduct the NICE Audit Trail query. It is not necessary to select all of them. 12. In the NICE Audit Trail window, click the Query button. The results of the query are
displayed in the NICE Audit Trail window. Figure 3-6
NICE Audit Trail Window Results
You can save the results of the NICE Audit Trail query in text form by clicking the Save button in the NICE Audit Trail window and then choosing the directory in which you want to keep the information. You can also print the results by clicking the Print button. 13. To perform a new query in the NICE Audit Trail window, click the New button.
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Creating a Channel Information Report
Creating a Channel Information Report Using the NICE Supervision application you can generate a report of all settings for each input channel in all supervised Loggers.
To create a channel information report: 1. Choose Channel Information in the Reports menu in the NICE Supervision window.
The Channel Information report window appears. Scroll right to view hidden columns. The first half of the report appears in the following figure: Figure 3-7
Channels Information Report Window
The following information is contained in the report: Logger
Logger number
Channel
Channel number and name
Recording
Whether or not the current input channel is recording
Channel Type
Analog, Digital, or VoIP
Compression Rate
ADPCM 16, ADPCM 32, ACA, G729A compression ratios or PCM (no compression)
Input Level
Input level (gain) from 0 to 25.5 dB or AGC (Automatic Gain Control)
Activity Detection
Activity Detector Type and Level
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Creating a Channel Information Report
Segment Creation On/Off Hook
Whether or not audio segment detection by on/off hook is currently active
Segment Creation DTMF
Whether or not audio segment creation by DTMF tones (touch-tone) is currently active
Segment Creation Activity
Whether or not audio segments are created based upon activity detection
Warning Tones
Whether or not an audible signal notifies a caller that a telephone conversation is being recorded
Alarm
Whether or not the activity statistics alarm is currently enabled
Minimum Alarm Statistics
If activity is detected which is less then the minimum setting, and the alarm is enabled, an alarm is sent
Maximum Alarm Statistics
If activity is detected which is more than the maximum setting, and the alarm is enabled, an alarm is sent
TIP: If N/A appears in the report, then the specified option is not installed, or the option has been disabled. 2. Click Print to print the report. -or-
Click Close to close the window and return to the NICE Supervision window.
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Creating Channels Statistics Alarms Reports
Creating Channels Statistics Alarms Reports Using the NICE Supervision application, you can create a report describing the alarms reported by each channel of all the supervised units. The Channels Statistic Alarms report shows the channel name, the Logger in which it is connected, whether it is currently recording or not, the type of channel it is and the compression it uses, as well as input level and activity detection.
To create a Channels Statistic Alarms report: 1. In Text View, click the row for the Logger you want to generate the report for. -or-
In Graphic View, click the icon for the Logger you want to generate the report for. 2. In the Reports menu, choose Channels Statistics Alarms.
The Channels Statistics Alarm window appears. Figure 3-8
Channel Statistics Alarm Window
3. Click Print to print the report in text format, or Close to go back to the NICE Supervision
window.
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Creating Call Activity Reports
Creating Call Activity Reports Using the NICE Supervision application you can create a call activity report that displays the quantity of calls recorded and total recording time based upon the time interval, Voice Logger(s), and input channels that you specify. The format of your report can be an area, column, line, or XY (Scatter) graph in regular or 3D format. You can also rotate a 3D graph so it is displayed at an angle that you prefer. Samples of each report type appear in Sample Call Activity Reports on page 109. NOTE: NiceLog Call Activity reports do not display information about incoming and outgoing calls that have not been recorded. To check the recording schedules for your Voice Loggers or other information, see Setting Up a System-Wide Recording Schedule on page 58.
Based upon the input channels and time interval you specify you can create a report with the following data: Calls
Duration
Percentage
Time *
Number of Calls per hour.
Total recording time in minutes per hour.
The percentage of total recording time per hour.
Channel **
The number of calls per input channel, (i.e., extension).
The total recording time in minutes per input channel.
The percentage of total recording time per input channel.***
* If you specify a time interval for the report that exceeds 24 hours, time units are expressed in days instead of hours.
** If multiple input channels are selected, the results for each input channel appear graphically side by side for each time unit, (days or hours). *** The total percentage calculated is 100% for each input channel selected. For example, if two input channels are selected the total percentage is 200%.
To create a Call Activity report, select the type of data that you want to appear on the X and Y axis and then specify the time interval for the reporting data that you selected.
To create a Call Activity report: 1. Choose Calls Activity in the Report menu of the NICE Supervision window.
The Activity Report window appears.
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Creating Call Activity Reports
Figure 3-9
Activity Report
2. Click the X axis drop-down list,
and select Time or Channel.
If you select Time and the time interval you specify is less than 24 hours, then the hours 00 - 23 are displayed on the bottom of the graph. If you select Time and you specify a time interval greater than 24 hours, then the days 01-30(1) are displayed on the bottom of the graph. Click the Y axis drop-down list, Percentage.
and select Calls, Duration, or
3. Select one or several input channels in the Channels drop-down list.
If you select Calls the number of calls is displayed along the left-hand side of the graph. If you select Duration the length of each call in minutes is displayed along the left-hand side of the graph. If you select Percentage the total percent of time that an input channel was recorded is displayed along the left-hand side of the graph. 4. Type Start Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours. 5. Type Stop Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours. 6. Click Create to create a report.
The report appears as a 3D column graph.
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Creating Call Activity Reports
Figure 3-10
3D Call Activity Report Window
In addition to the histogram which appears the total activity recorded in minutes, average call length, and total number of calls are also displayed.
Switching to Different Report Formats Once a report is created, the command buttons that appear on top of the Activity Report window can be used to change the report format. You can create a column, area, line, or XY (Scatter) graph in regular or 3-dimensional (3D) format. You can also rotate the 3D report that you create so that the graph appears at the angle that you prefer. The following control buttons are used to switch graph formats: Copy to the clipboard as a bitmap. The Type Gallery drop-down panel including icons that are used for changing the report graphic representation. Switch between 3D and 2D views. Rotate a chart in 3D view.
Show vertical grid lines. Show horizontal grid lines.
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Creating Call Activity Reports
Figure 3-11 Activity Report window, Type Gallery drop-down panel
See Sample Call Activity Reports on page 109 for examples of the report formats.
To switch report formats: 1. Create a report following the steps described in Creating Call Activity Reports on page 43. 2. Using the control buttons, select a format for the graph. 3. Click the 3D button to create a 3D report, or deselect the 3D button to create a regular report.
To rotate a 3D graph: 1. Create a report following the steps described in Creating Call Activity Reports on page 43. 2. Click the 3D button to create a 3D report.
The Rotate chart button becomes enabled. 3. Click the Rotate chart button.
The 3D View Properties window appears. Figure 3-12
Call Activity report - 3D View Properties Window
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Creating Call Activity Reports
IMPORTANT The 3D option must remain selected. Deselecting this option returns the graph to its 2-dimensional view. 4. To change the depth of the graph, use the slide bar 5. To rotate the entire graph, select Full 3D View.
The X Angle and Y Angle fields, and the circular picture above them become enabled:
•
Enter a number of degrees in the X Angle, and/or Y Angle fields. -or-
•
In the circular picture, click and drag the blue ball to move along the X-axis and/or the red ball to move along the Y-Axis.
6. To cause a shadow effect on the graph, select Shadows. 7. Click Apply, the graph that is currently displayed rotates according to the angles that you
specified. Your changes cannot be undone. 8. Click OK to close this window and save your changes.
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Creating a Standby Logger Statistics Report
Creating a Standby Logger Statistics Report NOTE: This option is available in NiceLog Systems where N+1 Redundancy is enabled.
Using NICE Supervision, you can create detailed reports about standby Loggers during a specific time period. IMPORTANT Recordings which are recorded on a Standby Logger cannot be monitored using the NICE Monitor application and cannot be played back using the NiceUniverse Evaluator application.
To create a Standby Logger Statistics Report: 1. In the Reports menu, choose Standby Logger Statistics.
The Standby Logger Statistics window appears. Figure 3-13
Standby Logger Statistics Window
2. In the Time Range area, choose a range of days in the From drop-down list. -or-
Choose Custom in the From drop-down box and enter the dates to query in the To and For drop-down lists. 3. Click the Query button. Chapter 3: NICE Supervision Reports
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Creating a Standby Logger Statistics Report
The Standby Logger Statistics results window appears. Figure 3-14
Standby Logger Statistics Window
The Standby Logger Statistics window columns display the following information about the Standby Logger: Spare ID
Name of the Standby Logger
Logger ID
Name of the NiceLog Logger
From Time
Start time of activity
To Time
End time of activity
Cause
Cause of the problem
Recording %
Percentage of audio recorded
Archiving %
Percentage of audio archived
4. To print the report, click the Print button. To save the report, click the Save button in the
Standby Logger Statistics window, and choose the directory in which you want to save it. 5. Click Cancel to clear the information on the window and begin a new query. -or-
Close the window.
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PART II - NICE Supervision Product Specific Capabilities
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4 Supervising Loggers NiceLog Voice Loggers and NiceCall Focus Voice Loggers are used to continuously and simultaneously record and archive audio from multiple sources. This chapter describes the NICE Supervision information that is provided for NiceLog Voice Loggers and NiceCall Focus Voice Loggers. NOTE: To supervise NiceCall Focus Voice Loggers you must define them as Loggers using the NICE Administrator application, and then perform self-tests and view configuration details for the NiceCall Focus Voice Logger as if it were a NiceLog Voice Logger.
Contents
Defining Logger Alarm Events ...................................................................................... 54 Viewing a Voice Logger’s Self-Test Results.................................................................55 Viewing Configuration Details for a Logger .................................................................56 Setting Up a System-Wide Recording Schedule ......................................................... 58 Uploading/Downloading Voice Logger Information ....................................................62 Managing the Loggers’ Clocks...................................................................................... 63 Centrally Configuring Logger Channel IDs .................................................................. 67 Viewing Debug Information ........................................................................................... 69 Reset Logger Mirroring Error ........................................................................................ 69 Resetting a Logger ......................................................................................................... 70 Shutting Down a Logger ................................................................................................ 70 Coldstarting a Logger .................................................................................................... 71
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Defining Logger Alarm Events
Defining Logger Alarm Events You specify which events trigger an alarm for the Loggers by marking the checkbox next to each event that appears in the Event List in the Supervision Options window. For more information, see Setting Up NICE Supervision Alarms on page 26. The following table lists the events that appear when you click the Logger tab in the Supervision Options window for NiceLog Voice Loggers and NiceCall Focus Voice Loggers: Event Type
Cause
Logger is not responding
A problem with a Logger’s communications.
Interface board failure
A problem occurring in a board (card).
Disk failure
A problem in a Logger’s hard disk.
Disk storage warning
The amount of available space on a Logger’s hard disk is below normal operating parameters.
Digital link failure
The digital link has been physically disconnected (e.g., loose connection, severed wire).
Digital link warning
A disruption in the digital link has been detected.
Input channel statistics
Activity that is higher or lower than the specified limits is detected on one or more input channels.
Automatic archiving failure
Automatic archiving operation is suspended due to hardware error.
Automatic archiving warning
Archiving device cannot continue automatic archiving due to operational condition (e.g., suspended, no tape).
Manual archiving and retrieval failure
Manual archiving or retrieval operation is suspended due to hardware error.
Manual archiving and retrieval warning
Archiving device cannot continue manual archiving or retrieval due to operational condition (e.g., no tape).
NOTE: The following events types are always set as alarm events, and cannot be changed:
• • •
Logger is not responding Interface board failure Disk failure
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Viewing a Voice Logger’s Self-Test Results
Viewing a Voice Logger’s Self-Test Results You can display the full results of the most recent self-test performed by a specific Voice Logger. It is recommended that you perform a self-test after correcting a problem to make sure that the problem has been resolved. When you perform a self-test, you receive a warning message, an error message, or a request to perform a specific task to resolve a current problem. The following components perform a self-test and report their current status:
•
Interface Boards: You receive a message that the board is OK, not responding, or a specific
software or communication error has occurred. NOTE: For a detailed list of error messages that might appear, see Voice Logger BIT Messages on page 92.
•
Disk Storage: You receive a message that the disk is OK, or a failure has occurred, or the
system files are corrupted.
•
Decks: You receive a message that each archiving device is OK, or an error message with a
recommended step to correct a problem.
To display the results of a Voice Logger’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Logger. 2. Click the Test button. -or-
Choose Test logger in the Supervision menu. -or-
Double-click a row (in Text view) or the picture of the Logger (in Graphic view) that has reported a warning (blue) or error (red) message. The self-test window appears, displaying the results of the selected Logger’s most current self-test. Figure 4-1
Logger Self-Test Window
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Viewing Configuration Details for a Logger
Viewing Configuration Details for a Logger You can view details about the Logger’s hardware and software configuration to help diagnose and resolve an equipment problem. When you view configuration details, information is displayed about the following Logger components:
•
Communication
Indicates the selected Logger’s address and the interface type used to access the Logger.
•
Boards (Cards)
Indicates how many of the following types of boards are installed in the selected Logger. NOTE: The possible available boards depends on the type of logger.
•
ALI - Supports up to 24 analog extension lines.
•
ALI4 - Supports up to 24 analog extension lines.
•
APA - Provides support for VOX (voice detection), variable speed playback, output AGC
and other audio processing features.
•
ADIF - Provides basic voice processing support. Up to eight ADIF cards can be installed
in a Logger.
•
ADIF3 - Provides basic voice processing support, variable speed playback, output AGC,
synchronized playback, external clock synchronization, alarm functions, and audio output. Only one ADIF3 can be installed in a Logger.
•
ADIF24 - Processes the analog audio from up to 24 analog input channels. Each ADIF-24 board corresponds to an ALI-24 board that interfaces with up to 24 analog audio sources.
•
BTAI2 - Provides interface support for 15 BT trunks.
•
ETAI - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
•
ETAI2 - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
•
LAF - Provides support for synchronized playback, external clock synchronization, alarm
functions and audio output.
•
NATI - Supports up to 24 TCM lines in Active (selective recording) and Passive (total
recording) interfacing to the NiceLog Logger.
•
NATI2 - Supports up to 24 digital TCM lines in Active and Passive modes.
•
ISAC2 - Bridges the Alliance MX SCx bus to the High Density Logger for the task of digital voice recording and playback.
•
UDA - Provides advanced compression of digital audio.
•
Analog N + 1 - Enables switching between Loggers in the event that Logger redundancy
is required.
•
Robif2 - Supports a digital chain. This configuration handles E1/T1 trunks, BT lines,
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Viewing Configuration Details for a Logger
•
Disk Storage
Indicates the maximum number of hours and maximum number of recordings that can be saved on the selected Logger’s hard disk.
•
Archive Decks
Indicates the number of decks installed in the selected Logger.
•
Advanced Processing
Indicates which advanced processing capabilities (e.g., VOX, variable speed playback) are available with the selected Logger.
•
Software Versions
Indicates Logger software versions installed in the selected Voice Logger.
To view a Logger’s hardware and software configuration details: 1. If the NICE Supervision window is in Text view, click the row of the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon of the desired Logger. 2. Click the Configuration button. -or-
Choose Logger configuration in the Supervision menu. -or-
Double-click a row (in Text view) for a Logger whose status is Test OK, or double-click a picture of a Logger (in Graphic view) for a Logger that is not colored red or blue (i.e., not reporting a warning or error message). The Logger Configuration window appears with the selected Logger’s ID and name in the title bar, and displays the Logger’s configuration details. Figure 4-2
Voice Logger Configuration Window
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Setting Up a System-Wide Recording Schedule
Setting Up a System-Wide Recording Schedule When you set up a weekly recording schedule in NICE Supervision, recording pauses and restarts at the times set in the recording schedule for all configured input channels in all of the supervised Loggers. In the recording schedule, you can set up either one continuous period of recording per day, or two periods of recording, separated by a pause. You can also define dates on which the system should not record inputs at all (e.g., weekends and holidays). NOTE: The NICE Supervision application must be running for the recording schedule to be in effect.
To set up a system-wide recording schedule: 1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu.
The Scheduled Recording window appears. Figure 4-3
Scheduled Recording Window
2. If you are updating the existing recording schedule, skip to step 3. -or-
If you are setting up the recording schedule for the first time, mark the Enable Scheduled Recording checkbox at the top of the window. -or-
If you are setting up a schedule for NiceCLS Working Hours, mark the Enable CLS Working Hours checkbox. NOTE: For more information, see Scheduling NiceCLS Working Hours on page 83.
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Setting Up a System-Wide Recording Schedule
3. In the Scheduled Recording window, the recording schedule is set up individually for each day
of the week. Click the tab for the day of the week that you wish to set up. Figure 4-4
Day-Of-Week Tab for Monday
4. Each tab consists of two areas: Period 1 and Period 2.
For a single, continuous recording period on the selected day:
•
Mark the Enable recording checkbox in the Period 1 area, and the Disable recording checkbox in the Period 2 area, and then set the start and stop times for recording in the From and To fields.
-or-
For two recording periods on a selected day, separated by a pause:
•
Mark the Enable recording checkbox in both the Period 1 and Period 2 areas, and then set the start and stop times for recording in the From and To fields for both periods. Between the time in the Period 1 To time, and the time in the Period 2 From time, recording is paused on all input channels in the supervised Voice Loggers.
-or-
For no recording on the selected day (e.g., weekends):
•
Mark the Disable recording checkbox in the Period 1 area.
5. When you finish setting up one day’s schedule, click the tabs for other days, and then repeat
step 4 until you have set up the schedule for all the days of the week. 6. To specify dates on which the recording schedule should be suspended (e.g., holidays), click the Define Holidays button. The Holiday window appears, listing all of the holidays that have
already been defined for the recording schedule.
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Setting Up a System-Wide Recording Schedule
Figure 4-5
Holidays Window
7. In the Holidays window, click Add.
The Define Holiday window appears. Figure 4-6
Define Holiday Window
8. In the Define Holiday window, type the date of the holiday you wish to add, and the name of the holiday (e.g., Thanksgiving), and then click the Add button. The new holiday is listed in
the Holiday window. NOTE: The Holiday schedule is not automatically updated for each year. You should, therefore, define holidays for a few years in advance, or update the holiday schedule before the start of each new year. 9. If you need to delete a holiday in the list (e.g., if a holiday is incorrectly defined), in the Holiday window, click the row for the holiday you wish to delete, and then click Delete. -or-
Click Delete All to delete all of the listed holidays. 10. In the Holiday window, click OK. The Holiday window closes. Then, in the Scheduled Recording window, click OK. The recording schedule immediately goes into effect, and
remains active as long as the NICE Supervision application is active.
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Setting Up a System-Wide Recording Schedule
Disabling Scheduled Recording You can disable scheduled recording if the Loggers are not currently recording. If they are currently recording, you must manually stop recording before disabling scheduled recording. For more information about manually starting and stopping recording, see the NiceLog User’s Manual.
To disable Scheduled Recording: 1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu. The
Scheduled Recording window appears. 2. In the Scheduled Recording window, unmark the Enable Scheduled Recording checkbox, and then click OK.
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Uploading/Downloading Voice Logger Information
Uploading/Downloading Voice Logger Information NICE Supervision automatically uploads each Voice Logger’s configuration information (e.g., Logger name, input and output channel setup, Automatic Archiving setup) to files on the Supervision Station once every day (at midnight). In the event of Logger failure, simply download channel information. NICE Supervision downloads the most recent backup of the channel configuration to all the Loggers of the site. The following procedures describe how to manually upload Logger information.
To manually upload configuration information: 1. If you want to upload information from all supervised Loggers, choose Upload information in the Tools menu and in the Upload information submenu, choose From all loggers. -or-
If you want to upload information from a specific Logger, in the NICE Supervision window, click the Logger’s row or icon to select it, choose Upload information in the Tools menu, and in the Upload information submenu, choose From selected logger. The Supervision Station copies the current configuration information from all supervised Loggers or the selected Logger. 2. If you want to maintain a backup copy of the uploaded Logger configuration information, you
can copy the following files from the NICE Supervision program directory:
•
UPGRADE.DAT - contains the most recently uploaded information for all supervised
Loggers
•
UPGRLOG.DAT - contains the most recently uploaded information for the last selected
Logger
To download previously uploaded configuration information to one or all supervised Voice Loggers:
•
To download previously downloaded information:
•
To all supervised Loggers: Choose Download information in the Tools menu. In the Download information submenu, select To all loggers. The Supervision Station immediately copies the previously uploaded Logger configuration information to all of the corresponding Loggers.
•
To a specific Logger: Click the Voice Logger’s row or icon to select it, then choose Download information in the Tools menu. In the Download information submenu, select To selected logger. The Supervision Station copies the previously uploaded Logger configuration information to the selected Logger.
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Managing the Loggers’ Clocks
Managing the Loggers’ Clocks NICE Supervision enables the user to set the clocks of all the Loggers in the NiceLog system in synchronization or of a particular Logger in the System from the NICE Supervision Station.
Synchronizing all Logger Clocks NOTE: This is an optional feature and is not available at all sites.
For the recording schedule to be consistent in all Loggers, it is crucial that the time on each Logger is synchronized with the time on all other Loggers in the NiceLog system. If the Loggers in your NiceLog system are connected to a time source that is distributed by a LAF card in the Supervision Station, you can synchronize the clocks in all Loggers. The LAF Setup window allows you to determine how the time on the LAF card in the Supervision Station is set.
To synchronize all Voice Logger clocks: 1. In the Maintenance menu, choose LAF Setup.
The LAF Setup window appears. Figure 4-7
LAF Setup Window
2. Select one of the following LAF Options:
•
Internal - The time on the LAF card in the Supervision Station is set by the Supervision Station’s internal clock (which can be set by the user). After the LAF card is set, it continues to keep time and corrects the Supervision Station’s internal clock once every minute.
•
External - The time on the LAF card in the Supervision Station is continuously set by an
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Managing the Loggers’ Clocks
•
DCF77 / NTP - The Supervision Station’s internal clock is automatically set from either
the DCF77 system or the NTP service over the LAN (only one will be available). The Supervision Station’s internal clock then sets the time on its LAF card. This is repeated once every minute. (This option is not available at all sites.) 3. Click OK.
All of the Loggers that are configured for using an external clock, are automatically synchronized. See Configuring the Logger’s Clock on page 64.
Configuring the Logger’s Clock The way a Logger’s clock is configured determines whether the clock can be set from an outside source. You may configure the Logger’s clock according to an external source, or an internal source.
To configure the Logger’s clock: 1. In the NICE Supervision window, click the row of the Logger for which you want to configure
the clock. 2. In the Maintenance menu, choose Configure Clock.
The Clock Configuration window appears. Figure 4-8
Clock Configuration Window
3. Select Use external clock to configure the Logger’s clock according to an outside source
(such as the Supervision Station, see Synchronizing all Logger Clocks on page 63). -or-
Select Use internal clock to set the Logger’s clock manually. For more information, see Setting the Logger’s Clock on page 64. 4. Click OK.
Setting the Logger’s Clock NICE Supervision allows you to set the logger’s time from the NICE Supervision Station. NOTE: Before you set the logger’s clock, the Internal option must be selected in the Configure Clock option of the Maintenance menu.
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Managing the Loggers’ Clocks
To set the Loggers clock: 1. In the NICE Supervision window, click the row of the Logger for which you want to set the
clock. 2. In the Maintenance menu, choose Set clock.
A confirmation message appears. Figure 4-9
Set Loggers Clock Window
3. Click Yes.
The Set Logger Time window appears. Figure 4-10
Set Logger Time window
4. In the Logger Time area, modify the time and/or date by selecting the current setting and
typing in the desired parameters. You may also modify the date by clicking the arrow of the Logger Time area of the window and choosing a date in the calendar that appears. 5. Click OK.
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Managing the Loggers’ Clocks
Adjusting Clocks for Daylight Savings Time The NiceLog system can perform the transition for daylight savings time for all of the Loggers in one single operation. NOTE: This is an optional feature and is not available at all sites.
To adjust for daylight savings time: 1. In the Maintenance menu, choose Change Daylight Saving.
The Daylight Saving window appears: Figure 4-11
Daylight Saving Window
2. Select an option to either add or subtract one hour. 3. Click OK.
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Centrally Configuring Logger Channel IDs
Centrally Configuring Logger Channel IDs Instead of logging in to the NiceLog Workstation application and individually configuring each input and output channel on each Logger, the NICE Supervision application enables you to centrally configure and modify the channel IDs for all Loggers in the NiceLog System. NOTE: For more information about configuring Loggers’ input channels using the NICE Administrator application, see the NICE Administrator’s Manual.
To modify the channel IDs for Voice Loggers in the NiceLog System: 1. Create a text file that lists the IDs to be assigned to each specific input or output channel of a
specific Logger. On the Supervision Station, start any text editor (e.g., Notepad), and create a new text file in the following format: [Logger#####] In#=Input Channel ID Text . . . In#=Input Channel ID Text Out#=Output Channel ID Text . . . Out#=Output Channel ID Text
Where:
•
##### in the Logger##### statements is a Logger’s serial number. You can create multiple Voice Logger sections in the file, each starting with a Logger##### statement.
•
# in each In# statement is the number of an input channel to be configured on the Voice
Logger specified at the top of the section. You can list all input channels that you wish to configure in the Voice Logger. The text following the = sign is the ID that you wish to assign to the channel.
•
# in each Out# statement is the number of an output channel to be configured on the Voice Logger specified at the top of the section. Starting directly under the last In# statement in each section, you can list all output channels that you wish to configure in the Voice Logger. The text following the = sign is the ID that you wish to assign to the channel.
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Centrally Configuring Logger Channel IDs
EXAMPLE: [Logger864] In1=Ext. 7563 In2=Ext. 7564 . . . In96=Ext. 7659 Out1=Speaker 1 Out2=Speaker 2 [Logger865] In1=Ext. 7660 In2=Ext. 7661 . . . In96=Ext. 7756 Out1=Speaker 1 Out2=Speaker 2
TIP: There is a template of this format in a text file named loadchan.upg in the NICE Supervision program directory. 2. Save the text file. 3. In the NICE Supervision window, choose Modify logger channel IDs from file in the Tools
menu. The Modify Logger Channel IDs window appears. Figure 4-12
Modify Logger Channel IDs Window
4. In the Modify Logger Channel IDs window, enter the path and file name of the text file that lists the channel IDs to be assigned. Then click OK.
Following confirmation, the Supervision Station updates the channel IDs on each Logger that is listed in the NICE Supervision window and also in the Channel IDs file. NOTE: While the files are being updated, you might receive a message indicating that a Logger that is listed in the NICE Supervision window is not listed in the Channel IDs file or that a channel in the Channel IDs file is not defined in the corresponding Logger. In both cases, the updating process continues after you acknowledge the message. Chapter 4: Supervising Loggers
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Viewing Debug Information
Viewing Debug Information When instructed by your technical provider, you can view debug information for a connected Logger.
To view Debug information:
•
In the Maintenance menu, choose Debug. The Debug Log window appears. Figure 4-13
Debug Log Window
Reset Logger Mirroring Error When an error occurs in the Logger with RAID 1 or RAID 5 mirroring, an alarm is sent to NICE Supervision. This error message is generated until the Logger Mirroring Error option is manually disabled in the NICE Supervision application. When instructed by your technical provider, you can shut down the Logger Mirroring Error message by choosing Reset Logger Mirroring Error option in the Maintenance menu of the NICE Supervision window. NOTE: For more information about Logger Mirroring options, see the NiceLog System Installation Guide.
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Resetting a Logger
Resetting a Logger Resetting a Logger is a feature that enables the user to shut down and restart a NiceLog Logger without affecting the recordings that are stored in the Logger’s hard disk.
To reset a Logger from NICE Supervision: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to restart. 2. Choose Reset logger in the Maintenance menu. A message appears asking you to confirm
this procedure. 3. Click Yes. The Logger you chose is reset.
Shutting Down a Logger NICE Supervision enables you to shut down one or more Loggers from the NICE Supervision station. Shutting down a Logger does not affect the audio stored inside it.
To shutdown a Logger from NICE Supervision: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to shut down. 2. Choose Shutdown logger in the Maintenance menu. A message appears asking you to
confirm this procedure. 3. Click Yes on the confirmation message. The Logger you chose is shut down.
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Coldstarting a Logger
Coldstarting a Logger Coldstarting a Logger is a procedure that enables the user to delete all the calls that are stored in the specified Logger. NOTE: This option is only available if so specified during the setup of NICE Supervision.
To coldstart a Logger from NICE Supervision: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to shut down. 2. Choose Coldstart logger in the Maintenance menu.
A message appears asking you to confirm this procedure. 3. Click Yes.
The Logger is coldstarted and all the audio recordings in it are deleted.
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5 Supervising Media Library Servers NOTE: This is an optional feature and is not available at all sites.
The NICE Media Library is an option that transparently and automatically maintains a central log of the contents of all media used to archive recorded audio and video. This option also includes a dedicated label printer. Multiple Media Label Printers can be installed across a LAN/WAN, provided they are connected to PCs running the Media Printer Server application. Each Logger can be set to print to a defined printer, according to your site requirements. For example, all Loggers in Rack 1 can be set to print to Media Label Printer 1. NOTE: For more information, see the NiceLog User’s Manual.
Contents
Defining Media Library Alarm Events ........................................................................... 74 Viewing a Media Library Server’s Self-Test Results....................................................75 Viewing Configuration Details for a Media Library Server ......................................... 76 Creating a Media Library Report ................................................................................... 77
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Defining Media Library Alarm Events
Defining Media Library Alarm Events You specify which events trigger an alarm by marking a check box next to each event that appears in the Event List in the Supervision Options window. The Media Library Alarm events appear when you click the Media Library tab in the Supervision Options window. For more information, see Managing NICE Supervision Alarms on page 25. The following table lists events that appear in the Supervision Options window for the NICE Media Library option. Event Type
Cause
Server is not responding
A problem occurring with a Media Library Server’s communications.
Disk failure
A problem occurring on a Media Library Server’s hard disk.
Printer failure
A problem occurring in a Media Library Server’s printer.
NOTE: Server is not responding is always set as an alarm event, and cannot be changed. For a list of all possible error and warning messages see Warning and Error Messages on page 91.
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Viewing a Media Library Server’s Self-Test Results
Viewing a Media Library Server’s Self-Test Results You can display the results of the most recent self-test performed by a Media Library Server to help diagnose a problem, or to verify that a problem has been resolved. The Media Library self-test includes the following information:
•
Disk Storage
Status of the hard disk that stores the NICE Media Library in the PC that runs the Media Library Server.
•
Printer
Status of the Media Label Printer connected to the NICE Media Library Server.
To display the results of a Media Library Server’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media Library Server. 2. Click the Test button. -or-
Choose Test Media Library in the Supervision menu. -or-
Double-click a row (in Text view) or a picture of a Media Library Server (in Graphic view) for a Media Library Server that has reported a warning (blue) or error (red) message. The Media Library Self-Test window appears, displaying the results of the selected Media Library Server’s most current self-test. Figure 5-1
Media Library Self-Test Window
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Viewing Configuration Details for a Media Library Server
Viewing Configuration Details for a Media Library Server You can view the details about a Media Library Server’s hardware and software configuration to help diagnose and resolve an equipment problem. The following types of information are displayed for Media Library Servers:
•
Communication
Indicates the selected Media Library Server’s address and the interface type used to access the Media Library Server.
•
Software Version
Indicates the software version of the Media Library Server.
To view a Media Library Server’s software configuration details: 1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media Library Server. 2. Click the Configuration button. -or-
Choose Media Library configuration in the Supervision menu. The Media Library Configuration window appears with the ID of the selected Media Library Server, and displaying the Media Library Server’s configuration details (described above).
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Creating a Media Library Report
Creating a Media Library Report Using the Media Library report, you can view Media cassettes in a selected Logger. The Media library report is available only when a Media Library server is installed.
To create a Media library report: 1. In the NICE Supervision window, choose Media Library in the Reports menu.
The Media Library window appears. Figure 5-2
NICE Media Library Window
2. Click All Loggers, or select a Logger in the drop-down list. 3. Click Create.
A list of Loggers matching the specified requirements is displayed.
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6 Supervising NiceCLS Servers NiceCLS provides a total system solution for continuous recording and archiving of telephone calls, and for multi-user playback of audio. NiceCLS supplements the capabilities of NiceLog Digital Voice Loggers by collecting detailed information from the PABX that is connected to the Voice Logger. This additional data enables NiceCLS to create more complete and detailed reports.
Contents
Defining NiceCLS Server’s Alarm Events .................................................................... 80 Viewing a NiceCLS Server’s Self-Test Results ............................................................ 81 Viewing Configuration Details for a NiceCLS Server .................................................. 82 Scheduling NiceCLS Working Hours............................................................................ 83
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Defining NiceCLS Server’s Alarm Events
Defining NiceCLS Server’s Alarm Events You specify which events trigger an alarm for NiceCLS Servers by marking a check box next to each event that appears in the Event List in the Supervision Options window. For more information, see Managing NICE Supervision Alarms on page 25. The following table lists events that appear when you click the NiceCLS tab in the Supervision Options window:
Event Type
Cause
Server is not responding
A problem occurring with a NiceCLS Server’s communications.
Switch failure
A problem occurring in the connection between the NiceCLS Server and the telephone switch.
Switch warning
A disruption in the connection between the NiceCLS Server and the telephone switch.
Database failure
A problem with the NiceCLS Calls Database.
Database warning
A problem in accessing the NiceCLS Calls Database.
Loggers failure
A problem in the connection between one or more Loggers and the NiceCLS Server.
Internal Error
NiceCLS software error.
NOTE: Server is not responding is always set as an alarm event, and cannot be changed.
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Viewing a NiceCLS Server’s Self-Test Results
Viewing a NiceCLS Server’s Self-Test Results You can display the results of the most recent self-test performed by a NiceCLS Server to help diagnose a problem, or to verify that a problem has been resolved. The NiceCLS Self-Test window displays the following information about the selected NiceCLS Server:
•
Server communication status
Status is either OK, or a failure message appears.
•
Calls database status
Displays the type and name of the calls database, and either OK or an error message.
•
Telephone switch database status
Displays the type and name of the telephone switch, and either OK or an error message.
To display the results of a NiceCLS Server’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired NiceCLS Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceCLS Server. 2. Click the Test button. -or-
Choose CLS Self-test in the Supervision menu. -or-
Double-click a row (in Text view) or a picture of a Logger (in Graphic view) for a Voice Logger that has reported a warning (blue) or error (red) message. The Self-Test window appears, displaying the results of the selected Voice Logger’s most current self-test. Figure 6-1
NiceCLS Self-Test Window
Chapter 6: Supervising NiceCLS Servers
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Viewing Configuration Details for a NiceCLS Server
Viewing Configuration Details for a NiceCLS Server You can view details about a NiceCLS Server’s hardware and software configuration to help diagnose and resolve an equipment problem. When you view configuration details for a NiceCLS Server, information is displayed about the following NiceCLS components:
•
NiceCLS Server
•
NiceCLS Calls Database
•
Telephone switch connected to the NiceCLS Server
To view a NiceCLS Server’s hardware/software configuration details: 1. If the NICE Supervision window is in Text view, click the row for the NiceCLS Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the NiceCLS Server. 2. Click the Configuration button.
Choose CLS configuration in the Supervision menu. -or-
Double-click a row (in Text view) for a NiceCLS Server whose status is Test OK, or doubleclick a picture of a NiceCLS Server (in Graphic view) for a Logger that is not colored blue (warning) or red (error message). The CLS Configuration window appears, displaying the ID of the selected NiceCLS Server in the title bar. Figure 6-2
NiceCLS Configuration Window
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Scheduling NiceCLS Working Hours
3. Click one of the tabs in the NiceCLS Configuration window to view the configuration details
for one of the following components: Server
Describes the selected NiceCLS Server, including the server’s name, address, software version, the number of NiceCLS Servers and input channels handled by the server, the number of calls databases it serves, and the number of switches that send data to the server.
Database
Describes the calls database(s) served by the selected NiceCLS Server. Currently no data is provided.
Switch
Describes the telephone switch(es) that send data to the selected NiceCLS Server, including the type and name of the switch(es), the NiceCLS driver version that supports the switch(es), and the number of data ports on the switch that send data to the server.
Scheduling NiceCLS Working Hours The start and stop times for receiving information from the PABX to the NiceCLS database are set the same way that you set up a weekly recording schedule for NiceLog Voice Loggers. In order to receive data from the PABX you must mark the Enable CLS Working Hours checkbox in the Scheduled Recording window. You can set up your working hours schedule so that you receive data in one continuous period or two periods per day divided by a pause. For more information about setting a schedule, see Setting Up a System-Wide Recording Schedule on page 58.
Chapter 6: Supervising NiceCLS Servers
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Blank page for double-sided printing.
7 Supervising NiceScreen Loggers The NiceScreen Logger enables recording of agent screen activity.
Contents
Defining NiceScreen Logger Alarm Events.................................................................. 86 Viewing a NiceScreen Logger Self-Test Results.......................................................... 87 Viewing Configuration Details for a NiceScreen Logger ............................................ 88
Chapter 7: Supervising NiceScreen Loggers
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Defining NiceScreen Logger Alarm Events
Defining NiceScreen Logger Alarm Events You specify which events trigger an alarm by marking a checkbox next to each event that appears in the Event List in the Supervision Options window. For more information, see Setting Up NICE Supervision Alarms on page 26. The following table lists events that appear in the Supervision Options window for the NiceScreen Logger option. Event Type
Cause
Logger is not responding
A problem occurring with a Logger’s communications.
Screen Logger Error
Error message sent by the NiceScreen Logger.
Screen Logger Warning
Warning message sent by the NiceScreen Logger.
NOTE: For a list of all possible error and warning messages, see Appendix A, Warning and Error Messages on page 91.
Chapter 7: Supervising NiceScreen Loggers
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Viewing a NiceScreen Logger Self-Test Results
Viewing a NiceScreen Logger Self-Test Results You can display the results of the most recent self-test performed by a NiceScreen Logger to help diagnose a problem, or to verify that a problem has been resolved. The NiceScreen Logger self-test includes the following information:
•
NiceScreen Logger Status
Status is either OK, or a failure message appears.
•
Status
•
Free Disk Space: The amount of free space on the NiceScreen Logger.
•
Free Kept Space: The amount of free kept space on the NiceScreen Logger.
•
Number of current active agents: The number of agent stations currently active.
•
Number of current recorded agents : The number of agents currently recorded.
•
Number of current playbacks: The number of playback currently being performed.
To display the results of a NiceScreen Logger’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen Logger. 2. Click the Test button. -or-
Choose Test Screen Logger in the Supervision menu. -or-
Double-click a row (in Text view) or a picture of a NiceScreen Logger (in Graphic view) for a NiceScreen Logger that has reported a warning (blue) or error (red) message. The Screen Logger self test window appears, displaying the results of the selected NiceScreen Logger’s most current self-test. Figure 7-1
Screen Logger Self-Test Window
Chapter 7: Supervising NiceScreen Loggers
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Viewing Configuration Details for a NiceScreen Logger
Viewing Configuration Details for a NiceScreen Logger You can view the details about a NiceScreen Logger’s configuration to help diagnose and resolve an equipment problem. The following types of information are displayed for NiceScreen Loggers:
•
Communication: Indicates the selected NiceScreen Logger’s address and the interface type
used to access the NiceScreen Logger.
•
Maximum Recording Agents: The maximum number of agents that the NiceScreen Logger
can record.
•
Maximum Playback: The maximum number of playbacks that can be performed.
•
Synchronized Voice Logger ID: The ID of voice Logger used for synchronization.
•
Software Version: Indicates the software version of the NiceScreen Logger.
To view a NiceScreen Logger’s software configuration details: 1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen Logger. 2. Click the Configuration button. -or-
Choose Screen Logger configuration in the Supervision menu. The Screen Logger Configuration window appears with the ID of the selected NiceScreen Logger, and displaying the NiceScreen Logger’s configuration details. Figure 7-2
NiceScreen Logger Configuration Window
Chapter 7: Supervising NiceScreen Loggers
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PART III - Appendices
This page is left intentionally blank for double-sided printing.
A Warning and Error Messages This section provides a list of all warning and error messages that can appear in the NICE Supervision window. These messages can be generated by supervised NiceLog or NiceCall Focus Voice Loggers, NiceCLS Servers, NiceScreen Loggers and Library Servers. Each message is accompanied by a description of the recommended course of action to be taken if the message appears. Messages are listed according to name of the event. The events are listed in the tabs of the Supervision Options window (described in Chapter 2). Communication errors and internal errors are listed in this appendix, but do not appear in the Alarm events area of the Supervision Options window. Supervision messages are be grouped as follows: Message Numbers
Category
Begins on...
Voice Logger BIT Messages
page 92
1000 - 1999
NiceCLS API Error Messages
page 102
2000 - 2099
NICE Media Library BIT Messages
page 106
2100 - 2199
NiceScreen Logger BIT Messages
page 107
2200 - 2299
TIM BIT Messages
page 108
2300 - 2399
AMU Messages
page 108
600 - 999
NOTE: Archiving media is used to describe all types of recording media, among them DAT and DVD.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages The following messages can be generated by a NiceLog Voice Logger. Voice Logger BIT Messages Message Number
Message Text
Recommended Action
601
ADIF board not responding
Shut down or reset Logger.
602
ADIF board firmware not loaded
Shut down or reset Logger.
603
ADIF board - IO failure
Shut down or reset Logger.
604
ADIF board - DPR failure
Shut down or reset Logger.
605
ADIF board - no interrupts
Shut down or reset Logger.
606
ADIF board Self-Test failed
Shut down or reset Logger.
607
APA board not responding
Shut down or reset Logger.
608
APA board DSP firmware loading error
Shut down or reset Logger.
609
APA board DSP Self-Test failed
Shut down or reset Logger.
610
Internal Error
Call NICE customer support.
611
System files corrupted
Some of the audio may be lost. Call NICE customer support.
612
Data files corrupted
Some of the audio may be lost. Call NICE customer support.
613
Logger was not properly shut down
Shut down or reset Logger.
614
Free space on disk is only%
Unlock or Delete recordings.
615
No DAT for Retrieval <deck no.>
Insert archiving media or Quit Retrieval.
616
No DAT for Manual Archiving <deck no.>
Insert archiving media or Quit Manual.
617
No DAT for Automatic Archiving (deck <deck no.>)
Insert archiving media.
618
Automatic Archiving suspended - Busy for Retrieval
Quit Retrieval.
619
Automatic Archiving suspended - Busy for Manual
Quit manual archiving.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
620
Too many recordings - retrieval not completed (deck <deck no.>)
Unlock recordings, and activate automatic deletion.
621
Retrieval aborted (deck <deck no.>) - disk was full
Unlock recordings, and activate automatic deletion.
622
Invalid DAT format (deck <deck no.>)
Eject the archiving media.
623
Drive failure - deck <deck no.>
Reset the deck. Eject button in Deck window changes to Reset.
624
Internal failure with deck <deck no.>
Reset the deck. Eject button in Deck window changes to Reset.
625
Cannot append to this DAT (deck <deck no.>)
Eject and replace archiving media.
626
Defective DAT in deck <deck no.>
Eject and replace archiving media.
627
DAT in deck <deck no.> is Write-Protected
Eject and replace archiving media or remove the write protection.
628
No data in DAT in deck <deck no.>
Eject and replace archiving media.
629
Data in DAT is too recent (deck <deck no.>)
Eject and replace archiving media.
630
Data on DAT in deck <deck no.> from another Logger
Eject and replace archiving media.
631
DAT was manually ejected from deck <deck no.>
Eject the archiving media.
632
Drive failure - deck <deck no.>
Reset the deck. Eject button in Deck window changes to Reset.
633
Failure in hard disk
Some of the audio may be lost. Call NICE Customer support.
634
ADIF digital board E1 - Framing error
Check digital link wires.
635
ADIF digital board E1 - Remote Alarm Indication (RAI)
Check digital link wires.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
636
ADIF digital board E1 - Loss of Synchronization (LOS)
Check digital link wires.
637
ADIF digital board E1 - Alarm Indication Signal (AIS)
Check digital link wires.
638
ADIF board No Signal (NOS)
Check digital link wires.
639
Automatic Archiving suspended for Retrieval
Quit Retrieval.
640
Automatic Archiving suspended - Busy for Manual
Quit manual archiving.
641
LAF board not responding
Shut down or reset Logger.
642
LAF board firmware not loaded
Shut down or reset Logger.
643
LAF board initialization failed
Shut down or reset Logger.
644
LAF board configuration failure
Shut down or reset Logger.
645
LAF board specified time does not exist
Shut down or reset Logger.
646
LAF board loss of synchronization
Shut down or reset Logger.
647
Deck <deck no.> is dirty and must be cleaned.
Clean the archiving media deck.
648
Deck <deck no.> should be cleaned.
Clean the archiving media deck.
649
ISDN board - command failed
Shut down or reset Logger.
650
ISDN board - initialization failed
Shut down or reset Logger.
651
ISDN board - Self-Test failed
Check digital link wires.
652
Automatic Archiving suspended
Finish or stop retrieval operation. Make sure that there is archiving media inserted.
653
Access to DAT in deck <deck no.> is denied
Eject and replace the archiving media.
654
MASC board (board) – initialization failed
Shut down or reset Logger.
655
MASC board – switch failed
Shut down or reset Logger.
656
MASC board – Self-Test failed
Shut down or reset Logger.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
657
MASC board – framing error
Shut down or reset Logger.
658
6DAT- hardware error
Shut down or reset Logger.
659
Automatic archiving suspended for Erase DAT
Shut down or reset Logger.
660
NTCM digital board <no> - Error
Check digital link wires.
661
NTCM digital board <no> - Error
Check digital link wires.
662
One of the power supplies is damaged
Check power supplies.
663
NORTEL_VTG board Initialization failed
Restart the Logger and call NICE Customer Support.
664
NORTEL_VTG board Synchronization to switch failed
Restart the Logger and call NICE Customer Support.
665
Locked space on disk is %
Delete calls or recordings.
666
RTS is not responding
Call NICE Customer Support.
667
One of the DAT cassettes in the 6DAT autoloader is malfunctioning
Replace DAT cassettes in the 6DAT autoloader.
668
VICO board - initialization failed
Call NICE Customer Support.
669
VICO board - Error
Call NICE Customer Support.
670
Mirror device error
Call NICE Customer Support.
671
ETAI board - initialization failed
Shut down or reset Logger.
672
ETAI board - line (trunk) error
Check switch trunk connection.
673
ETAI board - switch error
Shut down or reset Logger.
674
ETAI board - DSP error
Shut down or reset Logger.
675
NATI board - initialization failed
Shut down or reset Logger.
676
NATI board - channel(s) error
Shut down or reset Logger.
677
NATI board - switch to MVP error
Shut down or reset Logger.
678
NATI board - DSP(s) error
Shut down or reset Logger.
679
ISDN board - channel(s) error
Shut down or reset Logger.
680
ISAC boards - Logger critical error
Shut down or reset Logger.
681
ISAC boards - Hardware error
Call NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
682
ISAC boards - Selected clock error PBX digital link wires
Check PBX digital line wires.
683
ISAC boards - Dataline error
Check PBX digital line wires.
684
ISAC boards - Right clock error
Check PBX digital line wires.
685
ISAC boards - Left clock error
Check PBX digital line wires.
686
ISAC boards - Right frame synchronization error
Check PBX digital line wires.
687
ISAC boards - Left frame synchronization error
Check PBX digital line wires.
688
Error: Call Administrator Now! Checksum error in Logger Files
Call your Administrator NOW!
690
Archiving finished on deck <deck no.>. Open the door and replace the media to continue Automatic Archiving
691
Cannot eject DVD from deck <deck no.>. Open the door and try again
692
Waiting for BSRV restart (new RTS device was added/removed)
693
Connection to RTS failed
694
Cannot add RTS device (device number is occupied)
695
General backup error on deck <deck no.>. For more information open Backup Application
696
The media in the device <device no.> cannot be used anymore (load count is exceeded)
697
DBM initialization error
A critical problem occurred in the Logger database initialization. Call NICE Customer Support.
698
Driver initialization error
A problem occurred in the hardware initialization. Check configuration fits hardware. Check hardware and cabling.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
699
General hardware critical error
Contact NICE Customer Support
700
Low statistics alarm on input channels.
Check Activity Detection threshold.
701
<nos> input channels are not responding
Check physical connection of input channel.
702
ROB malfunction
1. Restart the Logger. 2. Call NICE Customer Support.
703
Disk is full
Unlock or delete recordings.
704
NORTEL_VTG board <no> - Initialization failed
1. Restart the Logger.
NORTEL_VTG board <no> - Synchronization to switch failed
1. Restart the Logger.
Hardware failure at one input channel
1. Check the cables connected to the video camera.
705
706
2. Call NICE Customer Support.
2. Call NICE Customer Support.
2. Call NICE Customer Support. 707
Hardware failure at input channels
1. Check the cables connected to the video cameras. 2. Call NICE Customer Support.
708
Hardware failure at one output channel
1. Check the cables connected to the monitor. 2. Call NICE Customer Support.
709
Hardware failure at output channels
1. Check the cables connected to the monitors. 2. Call NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number 710
Message Text
Recommended Action
No signal at one input channel
1. Check the cables connected to the video camera. 2. Call NICE Customer Support.
711
No signal at input channels
1. Check the cables connected to the video cameras. 2. Call NICE Customer Support.
712
One of the DAT cassettes in the 6DAT autoloader is malfunctioning
Replace DAT cassettes in the 6DAT autoloader.
713
No more locked space on Disk
Unlock or delete recordings.
714
Locked space on disk is low
Unlock or delete locked recordings.
715
High Statistics Alarm: On <no.> input channel(s)
716
ROB power off
730
Dongle was not initialized
731
Dongle was already initialized
732
Dongle device not supported
733
Dongle initializing failed - function not supported
734
Connection to Dongle failed
735
Dongle initializing failed - Network error occurred
736
No device available for Dongle
737
Dongle initializing failed - Wrong parameter occurred
738
Dongle initializing failed - HL-Server not API version
739
Dongle initializing failed - error on memory allocation
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
740
Dongle initializing failed loading HLVDD.DLL failed
750
ISAC2 boards - Logger critical error
Shut down or reset Logger.
751
ISAC2 board - Hardware error
Call NICE Customer Support.
752
ISAC2 board - Selected clock error
Check PBX digital link wires.
753
ISAC2 board - Dataline error
Check PBX digital link wires.
754
ISAC2 board - Right clock error
Check PBX digital link wires.
755
ISAC2 board - Left clock error
Check PBX digital link wires.
756
ISAC2 board - Right frame synchronization error
Check PBX digital link wires.
757
ISAC2 board - Left frame synchronization error
Check PBX digital link wires.
760
ADIF3 board - DSP error
Call NICE Customer Support.
761
ADIF3 board - Timing and control FPGA error
Call NICE Customer Support.
762
ADIF3 board - Adpcm FPGA error
Call NICE Customer Support.
763
ADIF3 board - Hardware error
Call NICE Customer Support.
764
ADIF3 board - External clock synchronization problem
770
DLI board - communication error
Shut down and reset Logger.
771
DLI board - channel(s) error
Shut down and reset Logger
772
VoIP Driver initialization error
A problem occurred in the ExternalCap initialization. Check ExternalCap configuration.
773
DLI Driver initialization error
A problem occurred in the DLI initialization. Check the DLI configuration, hardware, and cabling.
800
Process Board Error
Contact NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
801
TLI Board Error
Contact NICE Customer Support.
802
FLI Board Error
Contact NICE Customer Support.
803
LAF Board Error
Contact NICE Customer Support.
804
APA Board Error
Contact NICE Customer Support.
805
Failure in Hard Disk
Contact NICE Customer Support.
806
Disk Storage is Full
Check that Automatic Deletion is running properly.
808
Internal Error
Contact NICE Customer Support.
809
Hardware Error
Contact NICE Customer Support.
810
DAT Media Failure
Contact NICE Customer Support.
811
DAT is write-protected
Remove the protection so that the Logger may write on the archiving media.
812
No init header
Replace the archiving media.
813
Data on DAT is too recent
Contact NICE Customer Support.
814
Cannot append to DAT
Contact NICE Customer Support.
815
DAT was manually ejected
Contact NICE Customer Support.
816
No DAT for automatic archiving
Insert archiving media into the deck.
817
Automatic archiving suspended
Contact NICE Customer Support.
818
System Configuration Error
Contact NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
820
Improper Logger shut down
Contact NICE Customer Support.
821
Database consistency changed
Contact NICE Customer Support.
822
BTAI2 board - DSP <no.> error
Contact NICE Customer Support.
823
BTAI2 board - initialization failed
Shutdown or reset Logger.
824
BTAI2 board - line (trunk) error
Check switch trunk connection.
825
BTAI2 board - Matrix error
Restart the Logger and contact NICE Customer Support.
826
BTAI2 board - FPGA error
Contact NICE Customer Support.
827
ETAI2 board - error
Restart the Logger and contact NICE Customer Support.
828
ETAI2 board - line error
Check switch trunk connection.
829
ETAI2 board - matrix error
Restart the Logger and contact NICE Customer Support.
830
ETAI2 board - DSP error
Contact NICE Customer Support.
831
UDA board - DB <no.> DSP error
Contact NICE Customer Support.
832
UDA board Matrix critical error
Restart the Logger and contact NICE Customer Support.
833
UDA board error
Restart the Logger and contact NICE Customer Support.
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages NiceCLS API Error Messages Message Number
Message Text
Recommended Action
1000
Internal - Software restart failure
Shut down and restart the NiceCLS server.
1100
Driver failed due to an exception.
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1200
Driver failed due to user termination.
The Dispatch process should re-activate the driver without user intervention. If it does not: 1. Restart the NiceCLS. 2. Call NICE Customer Support.
1300
Driver not synchronized.
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1301
Too Many Unprocessed Reports
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1302
No Reports Recently Received
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1303
1304
No Reports Recently Received From Ports:
1. Restart the NiceCLS.
Internal - Unable to Open Data Port
1. Restart the NiceCLS.
2. Call NICE Customer Support.
2. Call NICE Customer Support. 1305
Internal - Unable to Open Data Ports:
1. Restart the NiceCLS. 2. Call NICE Customer Support.
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1401
No connection to CTI server
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1402
CTI server stream failure
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1403
CTI-FAILURE: ‘Universal Failure Conf’ event.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1404
CTI-FAILURE: ‘Universal Failure’ event.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1405
CTI-FAILURE: No Response from Telephony Server.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1406
CTI-FAILURE: ‘Monitor End’ and ‘Network Not Obtainable’ events.
Check the ASAI link between the Telephony Server and the Switch.
1407
CTI-FAILURE: Failure opening connection to the Telephony Server.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1408
Failed to monitor device.
Check if your switch has enough licenses for monitoring.
1447
Server Internal failure (%ID)
Contact NICE Customer Support
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1448
Logger communication failure (with Logger %ID)
Check communication with Logger(s)
1449
Invalid Logger Clock ( seconds difference with Logger
Check Logger(s) Clock.
1450
Service observation failure.
Check for conflict of observations on the same extension or agent.
1451
No available channels – all recording channels are in use.
Check if your recording program is configured correctly.
1452
Communication problem with Logger
Check voice Logger network connectivity.
1453
Failed to monitor DSN – unable to record.
Check channels configuration.
1454
All NiceCLS processed restarted due to excess of process failures
The NiceCLS Dispatch is restarting the processed automatically. If the problem persists, check each process’s reported messages for more information.
1455
All NiceCLS processed restarted due to lack of memory
The NiceCLS Dispatch is restarting the processed automatically. If the problem persists, check each process’s reported messages for more information.
1470
Overflow in Call Database Insertion Queue.
Check the SQL server is running and the NiceCLS database insertion is working.
1471
Too many ongoing open calls.
Check CDR/CTI link and NiceCLS driver for missing End of Call events.
1472
Agent logon table overflow
Call NICE Customer Support.
1485
Overload of CPU/Memory in one of the NiceCLS processes
The NiceCLS Dispatch is restarting the process automatically.
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1486
Network problems (external and clusterinternal)
Check that network connections to the Cluster are configured properly.
1487
Disk writing and mirroring problems.
Check that the disk’s array is connected properly and its power supply is turned on.
1500
L2 maximum locked calls limit has been reached
Wait or unlock some calls if more L2 locks are needed
1501
Oldest calls were auto-deleted regardless of evaluated state
Make sure you remove old calls
1502
Lock/Unlock request received but call was not found on Logger
Run Query again. Call might have been manually deleted
1600
Internal Failure
Call NICE Customer Support.
1601
Internal - Not responding
Call NICE Customer Support.
1602
Internal - Not running
Call NICE Customer Support.
1700
NiceCLS configured to work in Log Debug mode.
Change logging level to warning or error.
1800
Connection to database failure
Call NICE Customer Support.
1801
Database backup failure
Call NICE Customer Support.
1802
Database backup failure
Call NICE Customer Support.
1803
Insertion rate too high
Call NICE Customer Support.
1804
Internal - database is full
Call NICE Customer Support.
1805
Internal - log is full
Call NICE Customer Support.
1806
NiceCLS detects that calls are arriving from the Secondary CLS only
The NiceCLS database server is initiating a takeover. Check later that the driver and the call server are up and functioning properly on the Secondary CLS.
1807
Database Internal Failure (%ID)
Call NICE Customer Support.
Appendix A: Warning and Error Messages
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NICE Media Library BIT Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1808
Backup failure (%ID)
Insert/replace tape.
1810
NiceCLS Dispatch went down unintentionally
NiceCLS Redundancy Manager is restarting the Dispatch automatically.
1811
A passive client of the NiceCLS Redundancy Manager initiated a takeover
NiceCLS Redundancy Manager is initiating a takeover.
1900
Mirror - Disk failure
Call NICE Customer Support.
1901
Mirror - Initiating started
Call NICE Customer Support.
1902
Mirror - Dirty shut down
Call NICE Customer Support.
1903
Mirror - Missing disk
Call NICE Customer Support.
1911
Mirror – failure
Call NICE Customer Support.
NICE Media Library BIT Messages NICE Media Library BIT Messages Message Number
Message Text
Recommended Action
2000
Error: Hard disk failure
Call NICE Customer Support.
2001
Error: Hard disk is full
Call NICE Customer Support.
2002
printers out of are not responding
Check connection between Label Printer and NICE Supervision Station. Call NICE customer support.
2003
Error: Database is corrupted
Call NICE Customer Support.
Appendix A: Warning and Error Messages
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NiceScreen Logger BIT Messages
NiceScreen Logger BIT Messages Voice Logger BIT Messages Message Number 2100
Message Text
Recommended Action
Screen Logger is not responding
1. Check that the Screen Logger is running. 2. Ask the network administrator to check that the network is OK
2101
Hard disk error
Call NICE Customer Support.
2102
There are < no.> ungenerated key frames
1. If the system is loaded and you can’t start recording because there are too many key frames, the data rate is too high. Stop recording, and allow the key frame feature to run. 2. Check that the key frame generator exists.
2103
Time synchronization with voice Logger failed
1. Check that the Logger address in the Screen Logger is correct. 2. Check that the Logger is powered up. 3. Ask the network administrator to check that the network is OK. 4. Call NICE Customer Support.
2104
Warning: There are <no.> ungenerated Key Frames
1. If the system is loaded and you can’t start recording because there are too many key frames, the data rate is too high. Stop recording, and allow the key frame feature to run. 2. Check that the key frame generator exists.
Appendix A: Warning and Error Messages
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TIM BIT Messages
TIM BIT Messages TIM BIT Messages Message Number
Message Text
Recommended Action
2200
TIM is not responding
Call NICE Customer Support
2205
Dialogic board %d - Port %d - Error
Call NICE Customer Support
2206
Logger is not responding
Call NICE Customer Support
AMU Messages AMU Messages Message Number
Message Text
Recommended Action
2300
Error: ADIF Board - Self -Test failed
Call NICE Customer Support
2301
Error: APA Board - Self-Test failed
Call NICE Customer Support
2302
Error: MSC board - Self-Test failed
Call NICE Customer Support
2303
Error: Initialization failed
Call NICE Customer Support
Appendix A: Warning and Error Messages
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B Sample Call Activity Reports Using the NICE Supervision application you can create a call activity report that displays the quantity of calls recorded and total recording time based upon the time interval, Logger(s), and input channels that you specify. The format of your report can be an area, column, line, or XY (Scatter) graph in two-dimensional or three-dimensional format. This appendix includes sample activity reports. For more information about what is displayed in an activity report, see Creating Call Activity Reports on page 43.
Contents
Column Graph............................................................................................................... 110 3D Column Graph ......................................................................................................... 110 Area Graph .................................................................................................................... 111 3D Area Graph .............................................................................................................. 111 Scatter Graph ................................................................................................................ 112 3D Scatter Graph .......................................................................................................... 112 Line Graph..................................................................................................................... 113 3D Line Graph ............................................................................................................... 113
Appendix B: Sample Call Activity Reports
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Column Graph
Column Graph Figure B-1 Column Graph
3D Column Graph Figure B-2 3D Column Graph
Appendix B: Sample Call Activity Reports
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Area Graph
Area Graph Figure B-3 Call Activity Area Graph
3D Area Graph Figure B-4 3D Call Activity Area Graph
Appendix B: Sample Call Activity Reports
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Scatter Graph
Scatter Graph Figure B-5 XY (Scatter) Graph
3D Scatter Graph Figure B-6 3D Scatter Graph
Appendix B: Sample Call Activity Reports
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Line Graph
Line Graph Figure B-7 Line Graph
3D Line Graph Figure B-8 3D Line Graph
Appendix B: Sample Call Activity Reports
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Blank page for double-sided printing.
Glossary 6DAT DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for Automatic Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus a single DAT deck installed.
ACA Advanced Compression Algorithm. Optional audio compression rate, implemented with the TDA CCA.
Activity Detector Mechanism in the Logger that determines, based on user-defined parameters, when audio that should be recorded (activity) is being received on an input channel.
Activity Rate Measures detected activity, according to the specified activity detection parameters, versus time. An activity rate of 50% means that the channel was active half of the time.
Activity Refers to audio that causes an input channel to start recording. Activity is differentiated from silence by the Activity Detector.
ADPCM Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol. ADPCM 16 compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.
AGC Automatic Gain Control. Input AGC increases the quality of recorded audio by averaging the volume of source audio as it is recorded. Output AGC increases the quality of playback audio by averaging the volume of recorded audio that is playing back.
Glossary
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Agent Agents are personnel in a call center that make or answer telephone calls.
Agents View NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT Advanced Intelligent Technology. Magnetic 8 mm. tape cassette on which recorded audio can be stored for long-term archiving. AIT cassettes store up to 25 GB of data.
Alarm event Any event that might occur in a supervised unit that causes the NICE Supervision Station to activate an alarm.
Alarm Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.
ANI Automatic Number Identification (Incoming calls). See CLI.
API Application Programming Interface.
Archiving deck Drive mechanism in the Logger used for archiving and retrieval of recorded audio to various archiving media. A Logger can be equipped with either one or two decks.
Archiving Process of copying recorded audio files to archiving media, such as DAT or DVD, for long-term storage.
Glossary
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Audio Segment Specific term for a length of audio that is created when audio is recorded from a start time to a stop time that are defined by parameters that are customized for your NiceLog System.
CDR Call Details Reports.
Channel A transmission path between two points. It is usually the smallest subdivision of a transmission system by means of which a single type of communications service is provided. It is also referred to as a line.
Channels Mode NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI Calling Line Identity. See ANI.
Client A computer which accesses files or other services from a second computer called a server. Some processing may take place on the client machine but generally the server handles most of the information processing.
CLS Call Logging System.
Coldstart Logger To restart the NiceLog Logger and delete its stored audio.
Connected Logger The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the NiceLog Workstation application.
Glossary
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CTI Computer Telephony Integration. CTI is a term used for connecting a computer (single workstation or file server) on a local area network (LAN) to a telephone switch (usually a PBX or ACD) for the purpose of adding enhanced routing. Typically it means the exchange of information between the telephony system and the host computer for smart handling of call routing.
DAT cassette Digital Audio Tape cassette. Magnetic 4 mm. tape cassette on which recorded audio can be stored for long-term archiving. DDS-2 DAT cassettes can store up to 4 GB, while DDS-3 DAT cassettes store up to 12 GB.
DCF77 The DCF77 board is an optional card installed in the NICE Supervision Station to receive code from an external DCF77 system in Western Europe.
DDI Direct Dialing in Number
DID Direct Inward Dialing
DNIS Dialed Number Identification Service. Destination telephone number dialed by the incoming caller. An example is the last digits of a 1-800 telephone number.
DTMF Recording on Demand An option that enables you to control recording on your personal extension by entering predefined codes using your TouchTone telephone.
DTMF (Dual-Tone Multi-Frequency) Describes digits dialed on a TouchTone telephone. DTMF digits dialed by a caller can be recorded with audio on the NiceLog Logger.
Glossary
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DVD Digital Video Disc. Optical disc technology using two-sided media to digitally store information.
Energy Detector Type of Activity Detector based on average volume of the audio signal on the input channel.
Free Seating Free seating allows the agent to sit at different location with a different extension at each work session.
G729A Advance Compression Algorithm. Optional audio compression rate, implemented with the UDA card.
Input Channel Physical input on the Logger used to connect an audio source to the Logger.
Local Sound Card Sound card, or multimedia card (e.g., Soundblaster) installed in the PC where you perform playback. Required to play audio through the PC speaker via the LAN.
Logger NiceLog Voice Logger. The basic unit of the NiceLog Digital Voice Logging System. Controlled by the NiceLog workstation applications, the Logger performs audio recording, playback, retrieval, archiving, and other operations.
Magneto Optical disk (MO) Storage device that uses a laser to store information on a magnetic surface.
Maximum activity rate Percentage of audio activity detected on the input channel during the specified time period (typically 1 hour).
Glossary
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Media Label Printer Optional label printer dedicated to the NICE Supervision Station, which prints ID labels for archiving media that are ejected from the archiving deck(s) in each Logger in the NiceLog Digital Voice Logging System.
Media Library Optional feature which keeps track of archiving media, and controls the Media Label Printer.
Media Mirroring Optional feature which performs archiving of the same recorded audio to two archiving media concurrently.
Minimum activity rate Percentage of audio activity detected on the input channel during the specified time period (typically 72 hours.)
Monitoring Listening to audio as it is being received by an input channel in a Logger.
NICE Supervision Station PC that runs the NICE Supervision application.
NICE Administrator application Software application supplied with the NiceLog Digital Voice Logging System. Used only by the NiceLog System Administrator to define NiceLog user IDs and configure Loggers.
NICE Supervision application Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise system-wide Logger events in multi-Logger NiceLog Systems.
NICE Query application Windows-based software application that enables NiceLog users to quickly find, retrieve and play audio segments that are stored on any Logger or archiving media created in the NiceLog System.
Glossary
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NiceLog System Administrator NiceLog user defined automatically when the NiceLog workstation software is installed. The NiceLog System Administrator has full access to all Loggers, channels, and NiceLog applications. The only user who can login to the NICE Administrator application.
NiceLog Digital Voice Logging System System used for the recording, playback, and archiving of audio from multiple sources. Comprised of one or more Loggers, and control software.
NTP Network Time Protocol. A protocol for synchronizing the clocks on hosts on a network to that of a single master time-keeper.
Output channel Physical output on the Logger to which an audio output device is attached to enable playback of recorded audio and monitoring of audio as it is received by the Logger.
Output device Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to an output channel on the Logger. Audio from playback or monitoring is reproduced through the output device connected to the selected output channel.
PCM A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback Reproduction of recorded audio on an output device.
Position Logical grouping of multiple input channels which represents the input devices (e.g., headset, handsets) that are physically located at a single seat or position. Input channels can be displayed grouped in positions in the NICE Query application.
Pre-defined Selective Recording An option that enables you to sum multiple devices to one input channel of a Logger. Glossary
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Random Monitoring NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for quality assurance.
Recording on Demand An option that enables you to click on an icon in the Recording on Demand window in order to stop and start recording for your own extension.
Recording
•
The process of storing audio from an audio source (i.e., a telephone or radio) on the hard disk of a Logger.
•
A unit of recorded audio. The audio that is recorded on a single input channel between the time the recording process is started on the channel and the time it is stopped.
Reproducer PC in which one or two decks are installed to enable retrieval of archived audio from archiving media to a NiceLog Logger. A Reproducer PC with two decks can also be used for media duplication.
Retrieval The process of copying archived audio from archival media to the hard disk of the connected Logger, for the purpose of playback.
RTS (Remote Tape Server) A server containing archiving decks and operating remotely with a Logger over a dedicated Fast Ethernet LAN.
Self-Test BIT (Built-In Test) performed periodically by each Logger to check the status of its various hardware components and software operations.
SNMP TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached.
Glossary
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Supervised unit Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE Supervision window.
Supervisor Person in charge of administrating NICE Supervision.
sysadm User ID of the NiceLog System Administrator.
TDA (Texas Instruments DSP Array) A card which enables high-audio compression rates. See ACA.
Threshold The maximum level of noise in the channel before it is considered Active. The default value is 49.
Transcription An option that enables you to open a Word document and to control playback while transcribing a recording.
Trunk Side Trunk side connections connect the system to other switching systems.
Trunk A communications line between two switching systems. A tie trunk connects PABXs. Central Office trunks connect a PABX to the switching system at the central office.
UDA A card which enables high-audio rates. See G729A.
VOX An optional type of Activity Detector that recognizes the characteristics of human speech in input signals and rejects noise. Glossary
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Blank page for double-sided printing.
Index A
B C
Activity detection 40 ADIF card 56 ADIF3 card 56 Alarm icons 19 Alarm events defining 54 Alarms disabling 30, 31 enabling 30, 31 Media Library 74 NiceCLS 80 responding to 32 screen Logger 86 setup 26 status icons 31 Audit Trail 36 Automatic dialer setting 27 setup 30
list of 19 Compression rate 40 Configuration Media Library Server 76 NiceCLS 82 screen logger 88 Configuring a logger’s clock 64 Logger Channel IDs 67
D
E
Board types 56 BTAI2 card 56
Card types 56 Channel ID configuring 67 Channel Information creating report 40 Channels Statistics Alarms creating report 42 Clocks configuring 64 Daylight Savings Time 66 setting the logger’s clock 64 synchronizing 63 Coldstarting 71 Columns
F
G I
Daylight Savings Time 66 DCF77 63 Debug viewing debug information 69 Disabling alarms 31
Enabling alarms 31 Error messages 91 ETAI card 56 ETAI2 card 56 Exiting NICE Supervision 23
Faxing detailed information 33 Supervision information manually 33 system information 33 Formats changing in reports 45
Graphic view 20
Icons Index
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alarm 19 alarms 31 toolbar 21
L
LAF card 56 setup 63 Logger coldstarting 71 resetting 70 shutting down 70 Logger information downloading 62 uploading 62 Logger Mirroring Error resetting 69 Login 16 Logout 23
Setup 58 Reports Audit Trail 36 Call Activity 43 Channel Information 40 Channelsstatistics alarms 42 Media Library 77 Standby Logger Statistics 48 switching formats 45 Reset Logger Mirroring Error 69 Resetting a logger 70 Responding to alarms 32
S
M Media Library alarm events 74 report 77 Self-Test 75 server configuration details 76
N
P R
NATI card 56 NiceCLS alarm events 80 configuration details 82 self-test 81 Supervising 79 working hours 58, 83 NTP 63
Parameters automatic dialer 30 Password changing 21
Recording and holidays 60 and weekends 59 Recording schedule
T U
Scheduled Recording disabling 61 Screen Logger alarm events 86 configuration details 88 self-test 87 Segment creation activity 41 DTMF 41 On/Off Hook 41 Self-test minutes between reports 27 viewing results 55 Setup automatic dialer parameters 30 of alarms 26 recording schedule 58 Shutdown 70 SNMP options enable 27 Sorting the displayed list 18, 20 Standby Logger Statistics creating report 48 Starting the application 16 Supervised units 18 Supervision window 18 grahic view 20 text view 18 toolbar 21 Synchronizing Logger clocks 63
Text view 18
UDA card 56 Index
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User ID 16
W Warning messages 91 Working Hours NiceCLS 83
Index
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Supervision User's Manual for NiceLog NiceCall Focus III NiceUniverse Compact
November 2005 385A0073-20 Rev. A0
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright © 2005 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents: 5.353.168 5.861.959 5.937.029 6.046.824 6.122.665 6.330.025 6.856.343
6.865.604
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6.542.602
6.880.004
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385A0073-20 Rev. A0
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Contents About NICE Supervision
9
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
PART I - NICE Supervision General Capabilities
1 Getting Started With NICE Supervision
15
Starting NICE Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 NICE Supervision Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 NICE Supervision Window - Text View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 NICE Supervision Window - Graphic View . . . . . . . . . . . . . . . . . . . . . . . . . 20 NICE Supervision Window Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Changing Your NICE Supervision Password . . . . . . . . . . . . . . . . . . . . . . . . 21 Exiting the NICE Supervision Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2 Managing NICE Supervision Alarms
25
Setting Up NICE Supervision Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Setting Alarm and Faxing Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Setting Automatic Dialer Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Enabling and Disabling Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Responding to Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Manually Faxing Supervision Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3 NICE Supervision Reports
35
Using the NICE Supervision Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Contents
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Creating a Channel Information Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Creating Channels Statistics Alarms Reports . . . . . . . . . . . . . . . . . . . . . . . . 42 Creating Call Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Switching to Different Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Creating a Standby Logger Statistics Report . . . . . . . . . . . . . . . . . . . . . . . . 48
PART II - NICE Supervision Product Specific Capabilities
4 Supervising Loggers
53
Defining Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Viewing a Voice Logger’s Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . . . 55 Viewing Configuration Details for a Logger. . . . . . . . . . . . . . . . . . . . . . . . . . 56 Setting Up a System-Wide Recording Schedule . . . . . . . . . . . . . . . . . . . . . . 58 Disabling Scheduled Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Uploading/Downloading Voice Logger Information . . . . . . . . . . . . . . . . . . . 62 Managing the Loggers’ Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Synchronizing all Logger Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Configuring the Logger’s Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Setting the Logger’s Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Adjusting Clocks for Daylight Savings Time . . . . . . . . . . . . . . . . . . . . . . . . 66 Centrally Configuring Logger Channel IDs . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Viewing Debug Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Reset Logger Mirroring Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Resetting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Shutting Down a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Coldstarting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
5 Supervising Media Library Servers
73
Defining Media Library Alarm Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Viewing a Media Library Server’s Self-Test Results . . . . . . . . . . . . . . . . . . . 75 Viewing Configuration Details for a Media Library Server . . . . . . . . . . . . . . 76 Creating a Media Library Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Contents
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6 Supervising NiceCLS Servers
79
Defining NiceCLS Server’s Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Viewing a NiceCLS Server’s Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . 81 Viewing Configuration Details for a NiceCLS Server . . . . . . . . . . . . . . . . . . 82 Scheduling NiceCLS Working Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
7 Supervising NiceScreen Loggers
85
Defining NiceScreen Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Viewing a NiceScreen Logger Self-Test Results . . . . . . . . . . . . . . . . . . . . . . 87 Viewing Configuration Details for a NiceScreen Logger. . . . . . . . . . . . . . . . 88
PART III - Appendices
A Warning and Error Messages
91
Voice Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 NiceCLS API Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 NICE Media Library BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 NiceScreen Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 TIM BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 AMU Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
B Sample Call Activity Reports
109
Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 3D Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Area Graph. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 3D Area Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 3D Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Contents
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3D Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Glossary
115
Index
125
Contents
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About NICE Supervision Introduction Welcome to NICE Supervision, an easy-to-use Microsoft Windows-based software application that provides the convenience of supervising all NICE components from one Supervision window. The following products are monitored by NICE Supervision: NiceLog Loggers, NiceCall Focus III, Media Library Servers, NiceCLS Databases, NiceScreen Loggers and NiceUniverse Compact. This manual describes the monitoring capabilities of NICE Supervision. For more information about the NICE products that are monitored by Supervision see the Nice Query/Monitor User’s Manual, NiceUniverse User’s Manual, NICE Reporter User Manual. You can perform the following functions using NICE Supervision for all of your supervised NICE products:
•
Identify alarm conditions
•
Set up alarm notification procedures, including triggering an audible alarm, faxing a message, and sending a pre-recorded message to a pager or answering service
•
Respond to warning and error messages
•
View current status and configuration details for all NICE supervised units
•
View an audit trail of all reported events, alarms and error messages
•
Generate reports of status and configuration information for each NICE supervised unit
NICE Supervision also enables the System Administrator to connect directly to Loggers to perform additional configuration and reporting functions.
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About this Manual
About this Manual This manual describes how to set up and respond to NICE Supervision alarms, and how to perform system functions that are available with NICE Supervision for individual NICE products. This manual is divided into the following parts: PART I - NICE Supervision General Capabilities Chapter 1 - Getting Started With NICE Supervision
Explains how to start and exit NICE Supervision, how to change your password, and how to use the NICE Supervision window tools and options. Chapter 2 - Managing NICE Supervision Alarms
Describes how to define alarm conditions and notification procedures, how to respond to alarms, and enable and disable alarms for NICE supervised units. Chapter 3 - NICE Supervision Reports
Provides instructions on how to search for, display and print system events using the NICE Audit Trail, and how to generate system reports that are unique to NiceLog Loggers. PART II - NICE Supervision Product Specific Capabilities Chapter 4 - Supervising Loggers
Describes the alarm events, configuration details and self-test results. Explains how to set up a system-wide recording schedule, synchronize system-wide Logger clocks, Coldstart, Restart and Shutdown Loggers, and centrally configure Logger Channel IDs. Chapter 5 - Supervising Media Library Servers
Describes the alarm events, configuration details, and self-test results and reports that are unique to Media Library Servers. Chapter 6 - Supervising NiceCLS Servers
Describes the alarm events, configuration details and self-test results that are unique to NiceCLS Servers. Chapter 7 - Supervising NiceScreen Loggers
Describes the configuration details and self-test results that are unique to NiceScreen Loggers.
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About this Manual
PART III - Appendices Appendix A - Warning and Error Messages
Lists the warning and error messages that can appear in the NICE Supervision Station for each NICE product. Appendix B - Sample Call Activity Reports
Lists sample call activity reports that can be created for NiceLog Loggers.
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PART I - NICE Supervision General Capabilities
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1 Getting Started With NICE Supervision NICE Supervision is an easy-to-use software application that provides the convenience of monitoring all NICE components from one NICE Supervision window. In the NICE Supervision window you can set up alarms, respond to alarms, perform self-tests and view current configuration information. This chapter describes NICE Supervision installation, starting NICE Supervision, and the features that are available in the NICE Supervision window. IMPORTANT The installation procedure for NICE Supervision, is found in the NiceLog Workstations Applications Installation Guide.
Contents
Starting NICE Supervision ............................................................................................. 16 NICE Supervision Window............................................................................................. 18 NICE Supervision Window - Text View ...................................................................... 18 NICE Supervision Window - Graphic View ................................................................ 20 NICE Supervision Window Toolbar ............................................................................ 21 Changing Your NICE Supervision Password ............................................................. 21 Exiting the NICE Supervision Application.................................................................... 23
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Starting NICE Supervision
Starting NICE Supervision The NICE Supervision application should always be active. When NICE Supervision is active, the screen saver on the Supervision Station is disabled. If the NICE Supervision application quits unexpectedly (e.g., because of a power failure), restart the application immediately. If a copy of the NICE Supervision program icon is in the StartUp group, the NICE Supervision application automatically restarts when you restart Windows. If you do need to exit from the Supervision application, you will be prompted for a password.
To start the NICE Supervision application: 1. In the Start menu, choose NICE Supervision in the NICE program group.
The Login Supervision window appears. Figure 1-1
Login Supervision Window
2. Type your NICE Supervision Login name and Password in the appropriate fields and click OK. NOTE: For more information about logging in to NICE applications, see the NICE Administrator’s Manual.
The NICE Supervision window appears.
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Starting NICE Supervision
Figure 1-2
NICE Supervision Window - Text View
Menu Bar Toolbar
Status Bar
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NICE Supervision Window
NICE Supervision Window The NICE Supervision window displays information about the current operational status of all of the NICE components that the logged-in user is authorized to access throughout the NiceLog System. Any combination of the components is called your “NiceLog System.” The components that appear in the NICE Supervision window are called “supervised units.” The person that administers NICE Supervision is called the NiceLog System Administrator. You can switch the NICE Supervision window between two different views: Text view and Graphic view.
NICE Supervision Window - Text View When the NICE Supervision window is in Text view, a table lists the most recent message for each supervised unit. Messages include a warning, a notification that an error has occurred, or a message requesting that a task be performed (e.g., replacement of a Logger’s archiving media because it is full).
To switch the NICE Supervision window to Text view:
•
In the NICE Supervision window, choose Text in the View menu. Figure 1-3
NICE Supervision Window - Text View
When the NICE Supervision window is in Text view, each row displays information for a specific Logger or other supervised unit.
•
To sort Loggers and Servers according to their name or Number ID, from the View menu, select Sort. Chapter 1: Getting Started With NICE Supervision
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NICE Supervision Window
NOTE: NiceLog Voice Loggers and NiceCall Focus Voice Loggers are referred to as Loggers in the unit column. If you have NiceLog or NiceCall Focus installed, use the name column to help identify each Logger.
The following columns of information appear for each supervised unit:
•
Unit
Unit types include: (This is a partial list, given as an example) Logger
Voice Logger, NiceScreen Logger, NiceCall Focus Voice Logger
CLS
NiceCLS Server
MEDIALIB
Media Library Server
•
Name
Name that the NICE System Administrator assigns to each supervised unit.
•
Alarm
Graphically represents the alarm status for each supervised unit. When an alarm is disabled, fax notification, or notification by an audible alarm no longer occurs. This usually means that the alarm has already been acknowledged and corrective measures are being taken.
The alarm icons are: Alarm is detected and the alarm is enabled. Alarm is detected and the alarm is disabled. Blank
No alarm is detected and the alarm is enabled. No alarm is detected and the alarm is disabled.
•
Status
Message indicating the current status of each supervised unit. Each supervised unit continuously performs a self-test on its internal hardware and software. If the self-test indicates that the supervised unit is operating normally, then Test OK appears. If the self-test indicates a problem in the supervised unit, a warning, error or notification message is displayed. All possible warning and error messages are listed in Appendix A, Warning and Error Messages on page 91.
•
Deck 1/Deck 2
(For NiceLog Voice Loggers only.) Status of the specified deck in the Logger, as follows:
•
nn% free
•
Automatic Deck is set for Automatic Archiving, but no medium is currently loaded.
•
Manual
Amount of available space on the archiving medium that is currently loaded in the drive when the cassette or MO is performing Automatic Archiving.
Archiving medium is set for Manual Archiving. Chapter 1: Getting Started With NICE Supervision
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NICE Supervision Window
•
Retrieval
Archiving medium set for Retrieval.
•
Not Used
Deck is not in use.
•
Disk Free
Percentage of filled hard disk space on the Logger. (For NiceLog Voice Loggers and NiceCall Focus Voice Loggers.)
TIP: Use the horizontal scroll bar to view hidden columns.
NICE Supervision Window - Graphic View When the NICE Supervision window is in Graphic view the current operational status of each supervised unit is displayed graphically.
To switch the NICE Supervision window to Graphic view: 1. In the NICE Supervision window, choose Graphic in the View menu.
The NICE Supervision window appears in Graphic view. Figure 1-4
•
NICE Supervision Window - Graphic View
To sort Loggers and Servers according to their name or Number ID, from the View menu, select Sort.
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NICE Supervision Window
In the Graphic view, each supervised unit in the NiceLog System is represented by an icon that is labeled with the unit’s number and name as follows: NiceLog Voice Logger
NICE Media Library Database
NiceCLS Database
If NICE Supervision detects that one of the supervised units has generated a warning or error message, the icon for the specific supervised unit turns red. Icons that indicate that the unit is reporting a warning message are colored blue. You can double-click a red or blue icon to view the supervised unit’s current self-test results. Above each icon, the supervised unit’s alarm status is represented by one of the alarm icons. For more information about alarm icons, see NICE Supervision Window - Graphic View on page 20.
NICE Supervision Window Toolbar You can click command buttons in the toolbar to access some of the most frequently performed NICE Supervision operations. In both Text and Graphic views, the NICE Supervision window toolbar contains the following command buttons: Test
Displays the results of the most current self-test for the supervised unit selected in the NICE Supervision window.
Configure
Display information about the supervised unit selected in the NICE Supervision window.
Alarm
Enables or disables the NICE Supervision alarm for the supervised unit selected in the NICE Supervision window.
Options
Opens the Supervision Options window, used to set up alarms and define notifications procedures for the NICE supervised units.
Changing Your NICE Supervision Password It is recommended that you change your password to prevent unauthorized users from accessing the system. Passwords can be changed only once a day. The new password that you enter must be an alphanumeric string between 5 to 10 characters with the following restrictions: Chapter 1: Getting Started With NICE Supervision
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NICE Supervision Window
•
It is not one of the last three passwords used
•
There are no spaces
•
There is no letter that appears three times in the password
•
The password is not the user name or user ID
•
The password is not a word that appears in a separate ASCII file in the definition directory NOTE: For a list of passwords that are not allowed, contact your NiceLog System Administrator.
To change your NICE Supervision password: 1. In the NICE Supervision window, choose Change Password in the File menu.
The Change Password window appears. Figure 1-5
Change Password Window
2. Type a password in the New Password field, and then type it again in the Confirm Password field. 3. Click OK.
The new password will be required the next time you start NICE Supervision.
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Exiting the NICE Supervision Application
Exiting the NICE Supervision Application Since the NICE Supervision application is responsible for controlling system-wide functions, it is recommended that you keep it running at all times. If necessary, however, you can exit the application (e.g., for workstation software upgrades).
To exit NICE Supervision: 1. In the NICE Supervision window, choose Exit in the File menu.
The Logout Supervision window appears. Figure 1-6
Logout Supervision Window
2. In the Logout Supervision window, type your NICE Supervision password, and then click OK.
The NICE Supervision application closes.
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2 Managing NICE Supervision Alarms Events that occur in supervised units that require the urgent attention of the NICE Supervisor can trigger an alarm in the Supervision station. The NICE Supervisor can specify which types of events should be considered alarm events, and how alarm notification will occur. After an alarm has been triggered the NICE Supervisor can disable the alarm, view the self-test results and configuration details of a component, and then take corrective action. Once the problem is resolved the alarm is enabled so that the Supervisor can be notified of new system problems. This chapter describes the steps involved in defining alarms, setting up alarm notification and responding to alarms. The product specific chapters describe alarm events, self-test results and configuration details that are unique to each NICE product.
Contents
Setting Up NICE Supervision Alarms ........................................................................... 26 Setting Alarm and Faxing Parameters ....................................................................... 28 Setting Automatic Dialer Parameters ......................................................................... 30 Enabling and Disabling Alarms..................................................................................... 31 Responding to Alarms ................................................................................................... 32 Manually Faxing Supervision Information ................................................................... 33
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Setting Up NICE Supervision Alarms
Setting Up NICE Supervision Alarms Setting up NICE Supervision alarms include:
•
Scheduling how frequently self-test results appear in the NICE Supervision window
•
Defining which events trigger an alarm
•
Specifying which alarm events trigger the fax option or automatic dialer option
•
Defining how alarms are displayed in the NICE Supervision window NOTE: The test interval that you specify also determines how often the event log is updated. Too frequent reporting of self-test results, (continuous or every 5 minutes) may cause a negative impact on performance.
To set up NICE Supervision alarms: 1. In the NICE Supervision window, click the Options button. -or-
Choose Options in the Supervision menu. The Options window appears. Figure 2-1
Options Window
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Setting Up NICE Supervision Alarms
NOTE: A separate tab appears for each unit type that is currently installed at your site. The possible tab names are Logger, Media Library, Screen Logger, or CLS. 2. Click the Test interval field. 3. Choose None in drop-down list to disable test result reporting. -or-
Choose Continuous if you would like the test results reported immediately after the previous request for test results is completed. -or-
Select 5, 10, 15, 20, 30 or 60 to specify the number of minutes between the reporting of self-test results. 4. Click the tab for the supervised unit type whose alarms you want to specify, if you have
multiple types of supervised units in your NiceLog System. 5. Mark the checkbox in the Alarm column for each listed event that you want to trigger an
alarm. 6. Mark the checkbox in the Fax column for each listed event that you want to send a fax. (The
Fax option must be installed in the Supervision station and enabled in the Fax Setup window.) For more information, see Setting Alarm and Faxing Parameters on page 28. 7. Mark the checkbox in the Dialer column for each listed event that you want a phone number
dialed when an alarm is detected. (The Automatic Dialer option must be installed in the Supervision station and enabled in the Dialer Setup window). For more information, see Setting Automatic Dialer Parameters on page 30. 8. Mark the Beep checkbox if you want to hear a beep when an alarm is detected. 9. Mark the Show application as topmost window checkbox if you want the Supervision
window to appear as the front window when an alarm is detected. 10. Mark the Activate alarm device checkbox if you want an audible alarm activated at the
Supervision station every time that an alarm is detected. (The Supervision Relay Board option must be installed in the Supervision station.) 11. In the SNMP Options area, mark Enable SNMP to work with SNMP.
SNMP (Simple Network Management Protocol) is a TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached. NICE SNMP information is displayed using the HP OpenView application installed on the NICE Supervision workstation. 12. Click OK.
Your changes are saved immediately.
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Setting Up NICE Supervision Alarms
Setting Alarm and Faxing Parameters NOTE:
• •
This is an optional feature and is not available at all sites. Only events that have the alarm checkbox marked, trigger an alarm in the NICE Supervision Station.
You can specify for each alarm event and each NICE product type, (for example, Voice Loggers) whether to fax an alarm message automatically when an alarm is detected. You can set fax parameters to specify your modem type and port, the information that appears on your fax header, four destination telephone numbers, and the frequency between retries if the fax transmission is unsuccessful. The fax parameters that you define are used when faxes are sent automatically and when you fax information about NICE supervised units manually to your distributor or local NICE office. For more information about how to specify which alarms automatically send a fax, see Setting Up NICE Supervision Alarms on page 26. For more information about sending faxes manually, see Manually Faxing Supervision Information on page 33.
To set NICE Supervision Fax parameters: 1. In the NICE Supervision window, choose Fax setup in the Supervision menu.
The Fax Setup window appears. Figure 2-2
Fax Setup Window
2. Mark the Fax enable checkbox in the Hardware Options area to enable automatic faxing
from the Supervision Station.
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Setting Up NICE Supervision Alarms
3. In the Fax drop-down list in the Hardware Options area, select the type of modem that is
installed in the Supervision Station. 4. In the Port drop-down list in the Hardware Options area, select the communications port
that is connected to the installed modem. 5. Mark the Send detailed information checkbox in the Advanced Fax Options area if you
want faxes to include Configuration details and self-test results for all the supervised units in your NiceLog System. -or-
Keep the checkbox blank if you want the faxes that are automatically sent when alarms are detected to include only the information that is currently displayed in the NICE Supervision window. NOTE: This parameter does not affect faxes that are sent manually. 6. Mark the Send cover page checkbox if you want the information contained in the Source Information fields included in the header that appears at the top of each page. 7. Enter the number of redial attempts if a fax is not successfully received. 8. Enter the Minimum minutes between transmissions for each redial attempt. 9. Enter the Company name that you want to appear in the header for each fax in the Source Information area. 10. Enter the Phone number that you want to appear in the header for each fax that is sent in the Source Information area. 11. Enter the Fax number that you want to appear in the header for each fax that is sent in the Source Information area. 12. Enter up to four different destination fax numbers in the Destination Information area.
These are the telephone numbers for the faxes that you wish to receive the faxed information. If you need to enter an additional digit (e.g., 9) to send from an internal telephone system, enter two or three commas between the digit and the rest of the number. Each comma represents a two-second pause, which instructs the modem to wait for the outside line to be accessed. 13. Click OK.
Your changes are saved immediately.
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Setting Up NICE Supervision Alarms
Setting Automatic Dialer Parameters Alarm events can trigger the NICE Supervision application to activate an external automatic dialer (supplied by the customer) in sites where the Alarm Relay Board option is installed. NOTE: This is an optional feature and is not available at all sites.
For more information on how to specify which Logger events trigger the Optional Dialer, see Setting Up NICE Supervision Alarms on page 26. The dialer connected to the Supervision Station designates the number that the dialer will dial and the operations that are performed when an alarm event occurs. These functions are not controlled by the NICE Supervision application.
To set up Supervision dialer parameters: 1. In the NICE Supervision window, choose Dialer setup in the Supervision menu.
The Dialer Setup window appears. Figure 2-3
Dialer Setup Window
Mark the Dialer enable checkbox to activate the external dialer. 2. Specify the Minimum minutes between transmissions in the event that the previous
attempt to connect was not successful. 3. Specify the Maximum seconds for dialing or the number of seconds NICE Supervision
should remain connected to the dialed number before deactivating the dialer. Set this value to an interval that is long enough to support the features that you will use on the connected dialer (e.g., numeric messaging, voice messaging). 4. Click OK.
Your changes are saved immediately.
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Enabling and Disabling Alarms
Enabling and Disabling Alarms The NiceLog System Administrator can enable or disable the NICE Supervision alarm for each individual supervised unit. NICE Supervision only reports alarms if the event is specified as an alarm in the Supervision window. This alarm, which may be a PC beep or external alarm device in the Supervision Station, remains active until the alarm event has been resolved or the alarm has been disabled. You can choose to disable an alarm if you need to resolve a system problem that may take an extended period of time. If an additional alarm is detected Supervision sends an alarm fax message and activates an automatic dialer if the appropriate checkboxes were selected for this event. For more information about enabling alarms, see Setting Up NICE Supervision Alarms on page 26. Once the problem has been handled and resolved, it is important that you enable the NICE Supervision alarm for the supervised unit so that you can be alerted of any future alarm events in that specific unit.
To enable or disable the alarm for a supervised unit: 1. If the NICE Supervision window is in Text view, click the row for the supervised unit whose
alarm you wish to enable or disable. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired unit. 2. Click the Alarm button. -or-
Choose Enable/Disable alarm in the Supervision menu. This menu command toggles between Enable alarm and Disable alarm, depending on the alarm status of the selected unit. The alarm icon for the selected unit changes accordingly to reflect a new alarm status. Icons and their status are described on page 19.
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Responding to Alarms
Responding to Alarms In both Graphic and Text view (described earlier), an alarm icon indicates that a supervised unit has reported an alarm event: It is recommended that you perform the following steps to respond to a NICE Supervision alarm. 1. Check the NICE Supervision window to see if there are other events reported that may
have an impact on the current error. Remember that the NICE Supervision window displays only the most recent message that has been reported by each supervised unit. If you want to view all events use the NICE Audit Trail. For more information, see Chapter 3 - NICE Supervision Reports on page 35. 2. View the supervised unit’s most current self-test results if the nature of a problem
condition is not yet evident. Since a supervised unit may report more than one message at a time to NICE Supervision, the results of the supervised unit’s self-test list all warning and error messages currently reported. Since these messages may include basic instructions on how to resolve the reported situation, viewing all of them (instead of only the most recent one in the NICE Supervision window) can help to clarify the course of action that must be taken to diagnose and handle a problem condition. For more information about performing self-tests, see Chapters 4,5,6 and 7 in this Manual. 3. View the supervised unit’s current hardware/software configuration to diagnose a
problem condition in a Logger or other supervised unit. 4. Disable the NICE Supervision alarm for the specific unit if an alarm event in a supervised
unit activates the NICE Supervision alarm until the situation is resolved. You can do this if you do not expect the event to be resolved immediately and you do not want the alarm to remain active for an extended period of time. NOTE: When the alarm is disabled for a specific unit, any new alarm event that is detected from this specific unit will not activate the NICE Supervision alarm. However, the alarm event might still send a fax or a dialer message (if these options are installed and enabled). 5. View the NICE Supervision Events Log to analyze recent and previous messages that have
been reported by each supervised unit. This may assist you in understanding previous conditions that might have led to the current problem detected in a supervised unit. 6. Connect to NiceCLS Server if you have CLS installed and you need further information
about a NiceCLS Server’s status. 7. If you are unable to resolve a reported situation based on the information provided by the
NICE Supervision application, contact your NICE technical support provider. You may be requested to fax a report of the NiceLog System. For more information, see Manually Faxing Supervision Information on page 33. 8. Once a problem has been resolved in a supervised unit, view the results of the supervised
unit’s most current self-test. This way, you can verify that all previously reported warning and error messages have been resolved. 9. If the NICE Supervision alarm is disabled for a supervised unit, enable it so that you can be
alerted of any future alarm events in the unit. Chapter 2: Managing NICE Supervision Alarms
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Manually Faxing Supervision Information
Manually Faxing Supervision Information When your are working to diagnose a problem you may be asked to fax the current self-test results or the configuration details of the supervised units in your NiceLog System. You have the following options when you manually send fax information:
•
Send self-test results that appear in the Supervision window.
•
Send a detailed report of configuration details and self-test results for all supervised units. NOTE: When you manually fax NICE Supervision information, it is sent only to the single destination number that you specify manually, and not to the four numbers specified in the Fax Setup window. For more information see Setting Alarm and Faxing Parameters on page 28.
To manually fax information about supervised units: 1. In the NICE Supervision window, choose Send fax in the Tools menu. 2. To send displayed messages for all supervised units, choose one of the following commands from the Send fax submenu.
•
System information
To send only displayed messages for all supervised units. The Send Information window appears. Figure 2-4
•
Send Information Window
Detailed information
To send a detailed configuration and self-test report for all supervised units. The Send Detailed Information window appears.
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Manually Faxing Supervision Information
Figure 2-5
Send Detailed Information Window
3. Type the fax number of the fax receiver that you wish to receive the message or report. If you
need to enter a digit (e.g., 9) to send from an internal telephone system, type commas between the digit and the rest of the number to instruct the fax/modem to wait for the outside line to be accessed. Each comma you type represents a two-second pause. 4. Click OK. The fax is sent according to the parameters set in the Fax Setup window.
For more information see Setting Alarm and Faxing Parameters on page 28.
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3 NICE Supervision Reports The NICE Supervision application includes reports that display system-wide automatic archiving schedules, channel setup information, and call activity for your NiceLog System. The NICE Supervision Audit Trail option records all events that are reported by NICE components on a long-term basis. You can query for that information, and then save and print the results in text format. NiceLog has additional reporting capabilities that enable you to query a specific event for one or several Loggers and to display call activity over variable time periods in two-dimensional or three-dimensional graphs. NOTE: In addition, NICE Supervision enables you to create Media Library reports. For more information, see Creating a Media Library Report on page 77.
Contents
Using the NICE Supervision Audit Trail........................................................................ 36 Creating a Channel Information Report........................................................................ 40 Creating Channels Statistics Alarms Reports ............................................................. 42 Creating Call Activity Reports ....................................................................................... 43 Switching to Different Report Formats ....................................................................... 45 Creating a Standby Logger Statistics Report .............................................................. 48
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Using the NICE Supervision Audit Trail
Using the NICE Supervision Audit Trail Audit Trail is a new feature in the NICE Supervision application that enables the user to query the database for error messages, system events and logger activity, based on any or all of the following parameters:
•
Date/Time
Range of days and time for the query.
•
Servers
All the NiceLog Loggers, NiceCLS Servers and Media Library servers that you want to include in the search.
•
Users
All the users defined in the database of the NiceLog system that is being used.
•
Message type
Error messages from all the supervised units, user activities (such as login and password modification) and system event messages.
NOTE: For more information about defining servers and users in a NiceLog System, see the NICE Administrator’s Manual.
To run a query in the NICE Supervision Audit Trail: 1. In the Tools menu, choose Audit Trail.
The NICE Audit Trail window appears. Figure 3-1
NICE Audit Trail Window
2. Click the Time Range tab in the NICE Audit Trail window and fill in the date and time range
of your query as follows: Chapter 3: NICE Supervision Reports
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Using the NICE Supervision Audit Trail
•
In the From drop-down list, choose the range of days. -or-
•
Choose Customized from the drop-down list, and in the From and To fields use the arrows to specify a range of days and hours.
3. Click the Advanced tab in the NICE Audit Trail window.
The Advanced tab becomes activated. Figure 3-2
NICE Audit Trail Window - Advanced Tab
4. If you want to specify one or more servers for the query, click the Servers button.
The Select Servers window appears. Figure 3-3
Select Servers Window
5. In the Available Servers column, select the NiceLog, NiceCall Focus, NICE Media Library and NiceCLS servers you want to include on your search, and click Add to add them to the Select these servers for search column. 6. Click Clear to delete checked servers or OK to add the selected servers to the query. Chapter 3: NICE Supervision Reports
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Using the NICE Supervision Audit Trail
7. In the NICE Audit Trail window, click Users.
The Users window appears. Figure 3-4
Select Users window
8. In the Available Users column, select the users you want to include in your search, and click Add to add them to the Select these users for search column. Click OK. 9. In the NICE Audit Trail window, click Select Messages.
The Select Messages window appears. Figure 3-5
Select Messages Window
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Using the NICE Supervision Audit Trail
10. In the Message group types drop-down list, select a type of message group. In the Messages column, select message types you want to include in your search and click Add to add them to the Select these messages for search column.
You can add messages of different message groups by selecting a different message group type as many times as you want. 11. Click OK. You have now selected all the possible parameters to define the NICE Audit Trail
query. TIP: You can select one, two or all of the parameters to conduct the NICE Audit Trail query. It is not necessary to select all of them. 12. In the NICE Audit Trail window, click the Query button. The results of the query are
displayed in the NICE Audit Trail window. Figure 3-6
NICE Audit Trail Window Results
You can save the results of the NICE Audit Trail query in text form by clicking the Save button in the NICE Audit Trail window and then choosing the directory in which you want to keep the information. You can also print the results by clicking the Print button. 13. To perform a new query in the NICE Audit Trail window, click the New button.
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Creating a Channel Information Report
Creating a Channel Information Report Using the NICE Supervision application you can generate a report of all settings for each input channel in all supervised Loggers.
To create a channel information report: 1. Choose Channel Information in the Reports menu in the NICE Supervision window.
The Channel Information report window appears. Scroll right to view hidden columns. The first half of the report appears in the following figure: Figure 3-7
Channels Information Report Window
The following information is contained in the report: Logger
Logger number
Channel
Channel number and name
Recording
Whether or not the current input channel is recording
Channel Type
Analog, Digital, or VoIP
Compression Rate
ADPCM 16, ADPCM 32, ACA, G729A compression ratios or PCM (no compression)
Input Level
Input level (gain) from 0 to 25.5 dB or AGC (Automatic Gain Control)
Activity Detection
Activity Detector Type and Level
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Segment Creation On/Off Hook
Whether or not audio segment detection by on/off hook is currently active
Segment Creation DTMF
Whether or not audio segment creation by DTMF tones (touch-tone) is currently active
Segment Creation Activity
Whether or not audio segments are created based upon activity detection
Warning Tones
Whether or not an audible signal notifies a caller that a telephone conversation is being recorded
Alarm
Whether or not the activity statistics alarm is currently enabled
Minimum Alarm Statistics
If activity is detected which is less then the minimum setting, and the alarm is enabled, an alarm is sent
Maximum Alarm Statistics
If activity is detected which is more than the maximum setting, and the alarm is enabled, an alarm is sent
TIP: If N/A appears in the report, then the specified option is not installed, or the option has been disabled. 2. Click Print to print the report. -or-
Click Close to close the window and return to the NICE Supervision window.
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Creating Channels Statistics Alarms Reports
Creating Channels Statistics Alarms Reports Using the NICE Supervision application, you can create a report describing the alarms reported by each channel of all the supervised units. The Channels Statistic Alarms report shows the channel name, the Logger in which it is connected, whether it is currently recording or not, the type of channel it is and the compression it uses, as well as input level and activity detection.
To create a Channels Statistic Alarms report: 1. In Text View, click the row for the Logger you want to generate the report for. -or-
In Graphic View, click the icon for the Logger you want to generate the report for. 2. In the Reports menu, choose Channels Statistics Alarms.
The Channels Statistics Alarm window appears. Figure 3-8
Channel Statistics Alarm Window
3. Click Print to print the report in text format, or Close to go back to the NICE Supervision
window.
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Creating Call Activity Reports
Creating Call Activity Reports Using the NICE Supervision application you can create a call activity report that displays the quantity of calls recorded and total recording time based upon the time interval, Voice Logger(s), and input channels that you specify. The format of your report can be an area, column, line, or XY (Scatter) graph in regular or 3D format. You can also rotate a 3D graph so it is displayed at an angle that you prefer. Samples of each report type appear in Sample Call Activity Reports on page 109. NOTE: NiceLog Call Activity reports do not display information about incoming and outgoing calls that have not been recorded. To check the recording schedules for your Voice Loggers or other information, see Setting Up a System-Wide Recording Schedule on page 58.
Based upon the input channels and time interval you specify you can create a report with the following data: Calls
Duration
Percentage
Time *
Number of Calls per hour.
Total recording time in minutes per hour.
The percentage of total recording time per hour.
Channel **
The number of calls per input channel, (i.e., extension).
The total recording time in minutes per input channel.
The percentage of total recording time per input channel.***
* If you specify a time interval for the report that exceeds 24 hours, time units are expressed in days instead of hours.
** If multiple input channels are selected, the results for each input channel appear graphically side by side for each time unit, (days or hours). *** The total percentage calculated is 100% for each input channel selected. For example, if two input channels are selected the total percentage is 200%.
To create a Call Activity report, select the type of data that you want to appear on the X and Y axis and then specify the time interval for the reporting data that you selected.
To create a Call Activity report: 1. Choose Calls Activity in the Report menu of the NICE Supervision window.
The Activity Report window appears.
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Creating Call Activity Reports
Figure 3-9
Activity Report
2. Click the X axis drop-down list,
and select Time or Channel.
If you select Time and the time interval you specify is less than 24 hours, then the hours 00 - 23 are displayed on the bottom of the graph. If you select Time and you specify a time interval greater than 24 hours, then the days 01-30(1) are displayed on the bottom of the graph. Click the Y axis drop-down list, Percentage.
and select Calls, Duration, or
3. Select one or several input channels in the Channels drop-down list.
If you select Calls the number of calls is displayed along the left-hand side of the graph. If you select Duration the length of each call in minutes is displayed along the left-hand side of the graph. If you select Percentage the total percent of time that an input channel was recorded is displayed along the left-hand side of the graph. 4. Type Start Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours. 5. Type Stop Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours. 6. Click Create to create a report.
The report appears as a 3D column graph.
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Creating Call Activity Reports
Figure 3-10
3D Call Activity Report Window
In addition to the histogram which appears the total activity recorded in minutes, average call length, and total number of calls are also displayed.
Switching to Different Report Formats Once a report is created, the command buttons that appear on top of the Activity Report window can be used to change the report format. You can create a column, area, line, or XY (Scatter) graph in regular or 3-dimensional (3D) format. You can also rotate the 3D report that you create so that the graph appears at the angle that you prefer. The following control buttons are used to switch graph formats: Copy to the clipboard as a bitmap. The Type Gallery drop-down panel including icons that are used for changing the report graphic representation. Switch between 3D and 2D views. Rotate a chart in 3D view.
Show vertical grid lines. Show horizontal grid lines.
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Creating Call Activity Reports
Figure 3-11 Activity Report window, Type Gallery drop-down panel
See Sample Call Activity Reports on page 109 for examples of the report formats.
To switch report formats: 1. Create a report following the steps described in Creating Call Activity Reports on page 43. 2. Using the control buttons, select a format for the graph. 3. Click the 3D button to create a 3D report, or deselect the 3D button to create a regular report.
To rotate a 3D graph: 1. Create a report following the steps described in Creating Call Activity Reports on page 43. 2. Click the 3D button to create a 3D report.
The Rotate chart button becomes enabled. 3. Click the Rotate chart button.
The 3D View Properties window appears. Figure 3-12
Call Activity report - 3D View Properties Window
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Creating Call Activity Reports
IMPORTANT The 3D option must remain selected. Deselecting this option returns the graph to its 2-dimensional view. 4. To change the depth of the graph, use the slide bar 5. To rotate the entire graph, select Full 3D View.
The X Angle and Y Angle fields, and the circular picture above them become enabled:
•
Enter a number of degrees in the X Angle, and/or Y Angle fields. -or-
•
In the circular picture, click and drag the blue ball to move along the X-axis and/or the red ball to move along the Y-Axis.
6. To cause a shadow effect on the graph, select Shadows. 7. Click Apply, the graph that is currently displayed rotates according to the angles that you
specified. Your changes cannot be undone. 8. Click OK to close this window and save your changes.
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Creating a Standby Logger Statistics Report
Creating a Standby Logger Statistics Report NOTE: This option is available in NiceLog Systems where N+1 Redundancy is enabled.
Using NICE Supervision, you can create detailed reports about standby Loggers during a specific time period. IMPORTANT Recordings which are recorded on a Standby Logger cannot be monitored using the NICE Monitor application and cannot be played back using the NiceUniverse Evaluator application.
To create a Standby Logger Statistics Report: 1. In the Reports menu, choose Standby Logger Statistics.
The Standby Logger Statistics window appears. Figure 3-13
Standby Logger Statistics Window
2. In the Time Range area, choose a range of days in the From drop-down list. -or-
Choose Custom in the From drop-down box and enter the dates to query in the To and For drop-down lists. 3. Click the Query button. Chapter 3: NICE Supervision Reports
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Creating a Standby Logger Statistics Report
The Standby Logger Statistics results window appears. Figure 3-14
Standby Logger Statistics Window
The Standby Logger Statistics window columns display the following information about the Standby Logger: Spare ID
Name of the Standby Logger
Logger ID
Name of the NiceLog Logger
From Time
Start time of activity
To Time
End time of activity
Cause
Cause of the problem
Recording %
Percentage of audio recorded
Archiving %
Percentage of audio archived
4. To print the report, click the Print button. To save the report, click the Save button in the
Standby Logger Statistics window, and choose the directory in which you want to save it. 5. Click Cancel to clear the information on the window and begin a new query. -or-
Close the window.
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PART II - NICE Supervision Product Specific Capabilities
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4 Supervising Loggers NiceLog Voice Loggers and NiceCall Focus Voice Loggers are used to continuously and simultaneously record and archive audio from multiple sources. This chapter describes the NICE Supervision information that is provided for NiceLog Voice Loggers and NiceCall Focus Voice Loggers. NOTE: To supervise NiceCall Focus Voice Loggers you must define them as Loggers using the NICE Administrator application, and then perform self-tests and view configuration details for the NiceCall Focus Voice Logger as if it were a NiceLog Voice Logger.
Contents
Defining Logger Alarm Events ...................................................................................... 54 Viewing a Voice Logger’s Self-Test Results.................................................................55 Viewing Configuration Details for a Logger .................................................................56 Setting Up a System-Wide Recording Schedule ......................................................... 58 Uploading/Downloading Voice Logger Information ....................................................62 Managing the Loggers’ Clocks...................................................................................... 63 Centrally Configuring Logger Channel IDs .................................................................. 67 Viewing Debug Information ........................................................................................... 69 Reset Logger Mirroring Error ........................................................................................ 69 Resetting a Logger ......................................................................................................... 70 Shutting Down a Logger ................................................................................................ 70 Coldstarting a Logger .................................................................................................... 71
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Defining Logger Alarm Events
Defining Logger Alarm Events You specify which events trigger an alarm for the Loggers by marking the checkbox next to each event that appears in the Event List in the Supervision Options window. For more information, see Setting Up NICE Supervision Alarms on page 26. The following table lists the events that appear when you click the Logger tab in the Supervision Options window for NiceLog Voice Loggers and NiceCall Focus Voice Loggers: Event Type
Cause
Logger is not responding
A problem with a Logger’s communications.
Interface board failure
A problem occurring in a board (card).
Disk failure
A problem in a Logger’s hard disk.
Disk storage warning
The amount of available space on a Logger’s hard disk is below normal operating parameters.
Digital link failure
The digital link has been physically disconnected (e.g., loose connection, severed wire).
Digital link warning
A disruption in the digital link has been detected.
Input channel statistics
Activity that is higher or lower than the specified limits is detected on one or more input channels.
Automatic archiving failure
Automatic archiving operation is suspended due to hardware error.
Automatic archiving warning
Archiving device cannot continue automatic archiving due to operational condition (e.g., suspended, no tape).
Manual archiving and retrieval failure
Manual archiving or retrieval operation is suspended due to hardware error.
Manual archiving and retrieval warning
Archiving device cannot continue manual archiving or retrieval due to operational condition (e.g., no tape).
NOTE: The following events types are always set as alarm events, and cannot be changed:
• • •
Logger is not responding Interface board failure Disk failure
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Viewing a Voice Logger’s Self-Test Results
Viewing a Voice Logger’s Self-Test Results You can display the full results of the most recent self-test performed by a specific Voice Logger. It is recommended that you perform a self-test after correcting a problem to make sure that the problem has been resolved. When you perform a self-test, you receive a warning message, an error message, or a request to perform a specific task to resolve a current problem. The following components perform a self-test and report their current status:
•
Interface Boards: You receive a message that the board is OK, not responding, or a specific
software or communication error has occurred. NOTE: For a detailed list of error messages that might appear, see Voice Logger BIT Messages on page 92.
•
Disk Storage: You receive a message that the disk is OK, or a failure has occurred, or the
system files are corrupted.
•
Decks: You receive a message that each archiving device is OK, or an error message with a
recommended step to correct a problem.
To display the results of a Voice Logger’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Logger. 2. Click the Test button. -or-
Choose Test logger in the Supervision menu. -or-
Double-click a row (in Text view) or the picture of the Logger (in Graphic view) that has reported a warning (blue) or error (red) message. The self-test window appears, displaying the results of the selected Logger’s most current self-test. Figure 4-1
Logger Self-Test Window
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Viewing Configuration Details for a Logger
Viewing Configuration Details for a Logger You can view details about the Logger’s hardware and software configuration to help diagnose and resolve an equipment problem. When you view configuration details, information is displayed about the following Logger components:
•
Communication
Indicates the selected Logger’s address and the interface type used to access the Logger.
•
Boards (Cards)
Indicates how many of the following types of boards are installed in the selected Logger. NOTE: The possible available boards depends on the type of logger.
•
ALI - Supports up to 24 analog extension lines.
•
ALI4 - Supports up to 24 analog extension lines.
•
APA - Provides support for VOX (voice detection), variable speed playback, output AGC
and other audio processing features.
•
ADIF - Provides basic voice processing support. Up to eight ADIF cards can be installed
in a Logger.
•
ADIF3 - Provides basic voice processing support, variable speed playback, output AGC,
synchronized playback, external clock synchronization, alarm functions, and audio output. Only one ADIF3 can be installed in a Logger.
•
ADIF24 - Processes the analog audio from up to 24 analog input channels. Each ADIF-24 board corresponds to an ALI-24 board that interfaces with up to 24 analog audio sources.
•
BTAI2 - Provides interface support for 15 BT trunks.
•
ETAI - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
•
ETAI2 - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
•
LAF - Provides support for synchronized playback, external clock synchronization, alarm
functions and audio output.
•
NATI - Supports up to 24 TCM lines in Active (selective recording) and Passive (total
recording) interfacing to the NiceLog Logger.
•
NATI2 - Supports up to 24 digital TCM lines in Active and Passive modes.
•
ISAC2 - Bridges the Alliance MX SCx bus to the High Density Logger for the task of digital voice recording and playback.
•
UDA - Provides advanced compression of digital audio.
•
Analog N + 1 - Enables switching between Loggers in the event that Logger redundancy
is required.
•
Robif2 - Supports a digital chain. This configuration handles E1/T1 trunks, BT lines,
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Viewing Configuration Details for a Logger
•
Disk Storage
Indicates the maximum number of hours and maximum number of recordings that can be saved on the selected Logger’s hard disk.
•
Archive Decks
Indicates the number of decks installed in the selected Logger.
•
Advanced Processing
Indicates which advanced processing capabilities (e.g., VOX, variable speed playback) are available with the selected Logger.
•
Software Versions
Indicates Logger software versions installed in the selected Voice Logger.
To view a Logger’s hardware and software configuration details: 1. If the NICE Supervision window is in Text view, click the row of the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon of the desired Logger. 2. Click the Configuration button. -or-
Choose Logger configuration in the Supervision menu. -or-
Double-click a row (in Text view) for a Logger whose status is Test OK, or double-click a picture of a Logger (in Graphic view) for a Logger that is not colored red or blue (i.e., not reporting a warning or error message). The Logger Configuration window appears with the selected Logger’s ID and name in the title bar, and displays the Logger’s configuration details. Figure 4-2
Voice Logger Configuration Window
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Setting Up a System-Wide Recording Schedule
Setting Up a System-Wide Recording Schedule When you set up a weekly recording schedule in NICE Supervision, recording pauses and restarts at the times set in the recording schedule for all configured input channels in all of the supervised Loggers. In the recording schedule, you can set up either one continuous period of recording per day, or two periods of recording, separated by a pause. You can also define dates on which the system should not record inputs at all (e.g., weekends and holidays). NOTE: The NICE Supervision application must be running for the recording schedule to be in effect.
To set up a system-wide recording schedule: 1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu.
The Scheduled Recording window appears. Figure 4-3
Scheduled Recording Window
2. If you are updating the existing recording schedule, skip to step 3. -or-
If you are setting up the recording schedule for the first time, mark the Enable Scheduled Recording checkbox at the top of the window. -or-
If you are setting up a schedule for NiceCLS Working Hours, mark the Enable CLS Working Hours checkbox. NOTE: For more information, see Scheduling NiceCLS Working Hours on page 83.
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Setting Up a System-Wide Recording Schedule
3. In the Scheduled Recording window, the recording schedule is set up individually for each day
of the week. Click the tab for the day of the week that you wish to set up. Figure 4-4
Day-Of-Week Tab for Monday
4. Each tab consists of two areas: Period 1 and Period 2.
For a single, continuous recording period on the selected day:
•
Mark the Enable recording checkbox in the Period 1 area, and the Disable recording checkbox in the Period 2 area, and then set the start and stop times for recording in the From and To fields.
-or-
For two recording periods on a selected day, separated by a pause:
•
Mark the Enable recording checkbox in both the Period 1 and Period 2 areas, and then set the start and stop times for recording in the From and To fields for both periods. Between the time in the Period 1 To time, and the time in the Period 2 From time, recording is paused on all input channels in the supervised Voice Loggers.
-or-
For no recording on the selected day (e.g., weekends):
•
Mark the Disable recording checkbox in the Period 1 area.
5. When you finish setting up one day’s schedule, click the tabs for other days, and then repeat
step 4 until you have set up the schedule for all the days of the week. 6. To specify dates on which the recording schedule should be suspended (e.g., holidays), click the Define Holidays button. The Holiday window appears, listing all of the holidays that have
already been defined for the recording schedule.
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Setting Up a System-Wide Recording Schedule
Figure 4-5
Holidays Window
7. In the Holidays window, click Add.
The Define Holiday window appears. Figure 4-6
Define Holiday Window
8. In the Define Holiday window, type the date of the holiday you wish to add, and the name of the holiday (e.g., Thanksgiving), and then click the Add button. The new holiday is listed in
the Holiday window. NOTE: The Holiday schedule is not automatically updated for each year. You should, therefore, define holidays for a few years in advance, or update the holiday schedule before the start of each new year. 9. If you need to delete a holiday in the list (e.g., if a holiday is incorrectly defined), in the Holiday window, click the row for the holiday you wish to delete, and then click Delete. -or-
Click Delete All to delete all of the listed holidays. 10. In the Holiday window, click OK. The Holiday window closes. Then, in the Scheduled Recording window, click OK. The recording schedule immediately goes into effect, and
remains active as long as the NICE Supervision application is active.
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Setting Up a System-Wide Recording Schedule
Disabling Scheduled Recording You can disable scheduled recording if the Loggers are not currently recording. If they are currently recording, you must manually stop recording before disabling scheduled recording. For more information about manually starting and stopping recording, see the NiceLog User’s Manual.
To disable Scheduled Recording: 1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu. The
Scheduled Recording window appears. 2. In the Scheduled Recording window, unmark the Enable Scheduled Recording checkbox, and then click OK.
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Uploading/Downloading Voice Logger Information
Uploading/Downloading Voice Logger Information NICE Supervision automatically uploads each Voice Logger’s configuration information (e.g., Logger name, input and output channel setup, Automatic Archiving setup) to files on the Supervision Station once every day (at midnight). In the event of Logger failure, simply download channel information. NICE Supervision downloads the most recent backup of the channel configuration to all the Loggers of the site. The following procedures describe how to manually upload Logger information.
To manually upload configuration information: 1. If you want to upload information from all supervised Loggers, choose Upload information in the Tools menu and in the Upload information submenu, choose From all loggers. -or-
If you want to upload information from a specific Logger, in the NICE Supervision window, click the Logger’s row or icon to select it, choose Upload information in the Tools menu, and in the Upload information submenu, choose From selected logger. The Supervision Station copies the current configuration information from all supervised Loggers or the selected Logger. 2. If you want to maintain a backup copy of the uploaded Logger configuration information, you
can copy the following files from the NICE Supervision program directory:
•
UPGRADE.DAT - contains the most recently uploaded information for all supervised
Loggers
•
UPGRLOG.DAT - contains the most recently uploaded information for the last selected
Logger
To download previously uploaded configuration information to one or all supervised Voice Loggers:
•
To download previously downloaded information:
•
To all supervised Loggers: Choose Download information in the Tools menu. In the Download information submenu, select To all loggers. The Supervision Station immediately copies the previously uploaded Logger configuration information to all of the corresponding Loggers.
•
To a specific Logger: Click the Voice Logger’s row or icon to select it, then choose Download information in the Tools menu. In the Download information submenu, select To selected logger. The Supervision Station copies the previously uploaded Logger configuration information to the selected Logger.
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Managing the Loggers’ Clocks
Managing the Loggers’ Clocks NICE Supervision enables the user to set the clocks of all the Loggers in the NiceLog system in synchronization or of a particular Logger in the System from the NICE Supervision Station.
Synchronizing all Logger Clocks NOTE: This is an optional feature and is not available at all sites.
For the recording schedule to be consistent in all Loggers, it is crucial that the time on each Logger is synchronized with the time on all other Loggers in the NiceLog system. If the Loggers in your NiceLog system are connected to a time source that is distributed by a LAF card in the Supervision Station, you can synchronize the clocks in all Loggers. The LAF Setup window allows you to determine how the time on the LAF card in the Supervision Station is set.
To synchronize all Voice Logger clocks: 1. In the Maintenance menu, choose LAF Setup.
The LAF Setup window appears. Figure 4-7
LAF Setup Window
2. Select one of the following LAF Options:
•
Internal - The time on the LAF card in the Supervision Station is set by the Supervision Station’s internal clock (which can be set by the user). After the LAF card is set, it continues to keep time and corrects the Supervision Station’s internal clock once every minute.
•
External - The time on the LAF card in the Supervision Station is continuously set by an
external clock. The Supervision Station’s internal clock is then set once every minute from its LAF card. Chapter 4: Supervising Loggers
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Managing the Loggers’ Clocks
•
DCF77 / NTP - The Supervision Station’s internal clock is automatically set from either
the DCF77 system or the NTP service over the LAN (only one will be available). The Supervision Station’s internal clock then sets the time on its LAF card. This is repeated once every minute. (This option is not available at all sites.) 3. Click OK.
All of the Loggers that are configured for using an external clock, are automatically synchronized. See Configuring the Logger’s Clock on page 64.
Configuring the Logger’s Clock The way a Logger’s clock is configured determines whether the clock can be set from an outside source. You may configure the Logger’s clock according to an external source, or an internal source.
To configure the Logger’s clock: 1. In the NICE Supervision window, click the row of the Logger for which you want to configure
the clock. 2. In the Maintenance menu, choose Configure Clock.
The Clock Configuration window appears. Figure 4-8
Clock Configuration Window
3. Select Use external clock to configure the Logger’s clock according to an outside source
(such as the Supervision Station, see Synchronizing all Logger Clocks on page 63). -or-
Select Use internal clock to set the Logger’s clock manually. For more information, see Setting the Logger’s Clock on page 64. 4. Click OK.
Setting the Logger’s Clock NICE Supervision allows you to set the logger’s time from the NICE Supervision Station. NOTE: Before you set the logger’s clock, the Internal option must be selected in the Configure Clock option of the Maintenance menu.
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Managing the Loggers’ Clocks
To set the Loggers clock: 1. In the NICE Supervision window, click the row of the Logger for which you want to set the
clock. 2. In the Maintenance menu, choose Set clock.
A confirmation message appears. Figure 4-9
Set Loggers Clock Window
3. Click Yes.
The Set Logger Time window appears. Figure 4-10
Set Logger Time window
4. In the Logger Time area, modify the time and/or date by selecting the current setting and
typing in the desired parameters. You may also modify the date by clicking the arrow of the Logger Time area of the window and choosing a date in the calendar that appears. 5. Click OK.
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Managing the Loggers’ Clocks
Adjusting Clocks for Daylight Savings Time The NiceLog system can perform the transition for daylight savings time for all of the Loggers in one single operation. NOTE: This is an optional feature and is not available at all sites.
To adjust for daylight savings time: 1. In the Maintenance menu, choose Change Daylight Saving.
The Daylight Saving window appears: Figure 4-11
Daylight Saving Window
2. Select an option to either add or subtract one hour. 3. Click OK.
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Centrally Configuring Logger Channel IDs
Centrally Configuring Logger Channel IDs Instead of logging in to the NiceLog Workstation application and individually configuring each input and output channel on each Logger, the NICE Supervision application enables you to centrally configure and modify the channel IDs for all Loggers in the NiceLog System. NOTE: For more information about configuring Loggers’ input channels using the NICE Administrator application, see the NICE Administrator’s Manual.
To modify the channel IDs for Voice Loggers in the NiceLog System: 1. Create a text file that lists the IDs to be assigned to each specific input or output channel of a
specific Logger. On the Supervision Station, start any text editor (e.g., Notepad), and create a new text file in the following format: [Logger#####] In#=Input Channel ID Text . . . In#=Input Channel ID Text Out#=Output Channel ID Text . . . Out#=Output Channel ID Text
Where:
•
##### in the Logger##### statements is a Logger’s serial number. You can create multiple Voice Logger sections in the file, each starting with a Logger##### statement.
•
# in each In# statement is the number of an input channel to be configured on the Voice
Logger specified at the top of the section. You can list all input channels that you wish to configure in the Voice Logger. The text following the = sign is the ID that you wish to assign to the channel.
•
# in each Out# statement is the number of an output channel to be configured on the Voice Logger specified at the top of the section. Starting directly under the last In# statement in each section, you can list all output channels that you wish to configure in the Voice Logger. The text following the = sign is the ID that you wish to assign to the channel.
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Centrally Configuring Logger Channel IDs
EXAMPLE: [Logger864] In1=Ext. 7563 In2=Ext. 7564 . . . In96=Ext. 7659 Out1=Speaker 1 Out2=Speaker 2 [Logger865] In1=Ext. 7660 In2=Ext. 7661 . . . In96=Ext. 7756 Out1=Speaker 1 Out2=Speaker 2
TIP: There is a template of this format in a text file named loadchan.upg in the NICE Supervision program directory. 2. Save the text file. 3. In the NICE Supervision window, choose Modify logger channel IDs from file in the Tools
menu. The Modify Logger Channel IDs window appears. Figure 4-12
Modify Logger Channel IDs Window
4. In the Modify Logger Channel IDs window, enter the path and file name of the text file that lists the channel IDs to be assigned. Then click OK.
Following confirmation, the Supervision Station updates the channel IDs on each Logger that is listed in the NICE Supervision window and also in the Channel IDs file. NOTE: While the files are being updated, you might receive a message indicating that a Logger that is listed in the NICE Supervision window is not listed in the Channel IDs file or that a channel in the Channel IDs file is not defined in the corresponding Logger. In both cases, the updating process continues after you acknowledge the message. Chapter 4: Supervising Loggers
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Viewing Debug Information
Viewing Debug Information When instructed by your technical provider, you can view debug information for a connected Logger.
To view Debug information:
•
In the Maintenance menu, choose Debug. The Debug Log window appears. Figure 4-13
Debug Log Window
Reset Logger Mirroring Error When an error occurs in the Logger with RAID 1 or RAID 5 mirroring, an alarm is sent to NICE Supervision. This error message is generated until the Logger Mirroring Error option is manually disabled in the NICE Supervision application. When instructed by your technical provider, you can shut down the Logger Mirroring Error message by choosing Reset Logger Mirroring Error option in the Maintenance menu of the NICE Supervision window. NOTE: For more information about Logger Mirroring options, see the NiceLog System Installation Guide.
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Resetting a Logger
Resetting a Logger Resetting a Logger is a feature that enables the user to shut down and restart a NiceLog Logger without affecting the recordings that are stored in the Logger’s hard disk.
To reset a Logger from NICE Supervision: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to restart. 2. Choose Reset logger in the Maintenance menu. A message appears asking you to confirm
this procedure. 3. Click Yes. The Logger you chose is reset.
Shutting Down a Logger NICE Supervision enables you to shut down one or more Loggers from the NICE Supervision station. Shutting down a Logger does not affect the audio stored inside it.
To shutdown a Logger from NICE Supervision: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to shut down. 2. Choose Shutdown logger in the Maintenance menu. A message appears asking you to
confirm this procedure. 3. Click Yes on the confirmation message. The Logger you chose is shut down.
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Coldstarting a Logger
Coldstarting a Logger Coldstarting a Logger is a procedure that enables the user to delete all the calls that are stored in the specified Logger. NOTE: This option is only available if so specified during the setup of NICE Supervision.
To coldstart a Logger from NICE Supervision: 1. If the NICE Supervision window is in Text view, click the row for the desired Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to shut down. 2. Choose Coldstart logger in the Maintenance menu.
A message appears asking you to confirm this procedure. 3. Click Yes.
The Logger is coldstarted and all the audio recordings in it are deleted.
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5 Supervising Media Library Servers NOTE: This is an optional feature and is not available at all sites.
The NICE Media Library is an option that transparently and automatically maintains a central log of the contents of all media used to archive recorded audio and video. This option also includes a dedicated label printer. Multiple Media Label Printers can be installed across a LAN/WAN, provided they are connected to PCs running the Media Printer Server application. Each Logger can be set to print to a defined printer, according to your site requirements. For example, all Loggers in Rack 1 can be set to print to Media Label Printer 1. NOTE: For more information, see the NiceLog User’s Manual.
Contents
Defining Media Library Alarm Events ........................................................................... 74 Viewing a Media Library Server’s Self-Test Results....................................................75 Viewing Configuration Details for a Media Library Server ......................................... 76 Creating a Media Library Report ................................................................................... 77
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Defining Media Library Alarm Events
Defining Media Library Alarm Events You specify which events trigger an alarm by marking a check box next to each event that appears in the Event List in the Supervision Options window. The Media Library Alarm events appear when you click the Media Library tab in the Supervision Options window. For more information, see Managing NICE Supervision Alarms on page 25. The following table lists events that appear in the Supervision Options window for the NICE Media Library option. Event Type
Cause
Server is not responding
A problem occurring with a Media Library Server’s communications.
Disk failure
A problem occurring on a Media Library Server’s hard disk.
Printer failure
A problem occurring in a Media Library Server’s printer.
NOTE: Server is not responding is always set as an alarm event, and cannot be changed. For a list of all possible error and warning messages see Warning and Error Messages on page 91.
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Viewing a Media Library Server’s Self-Test Results
Viewing a Media Library Server’s Self-Test Results You can display the results of the most recent self-test performed by a Media Library Server to help diagnose a problem, or to verify that a problem has been resolved. The Media Library self-test includes the following information:
•
Disk Storage
Status of the hard disk that stores the NICE Media Library in the PC that runs the Media Library Server.
•
Printer
Status of the Media Label Printer connected to the NICE Media Library Server.
To display the results of a Media Library Server’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media Library Server. 2. Click the Test button. -or-
Choose Test Media Library in the Supervision menu. -or-
Double-click a row (in Text view) or a picture of a Media Library Server (in Graphic view) for a Media Library Server that has reported a warning (blue) or error (red) message. The Media Library Self-Test window appears, displaying the results of the selected Media Library Server’s most current self-test. Figure 5-1
Media Library Self-Test Window
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Viewing Configuration Details for a Media Library Server
Viewing Configuration Details for a Media Library Server You can view the details about a Media Library Server’s hardware and software configuration to help diagnose and resolve an equipment problem. The following types of information are displayed for Media Library Servers:
•
Communication
Indicates the selected Media Library Server’s address and the interface type used to access the Media Library Server.
•
Software Version
Indicates the software version of the Media Library Server.
To view a Media Library Server’s software configuration details: 1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media Library Server. 2. Click the Configuration button. -or-
Choose Media Library configuration in the Supervision menu. The Media Library Configuration window appears with the ID of the selected Media Library Server, and displaying the Media Library Server’s configuration details (described above).
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Creating a Media Library Report
Creating a Media Library Report Using the Media Library report, you can view Media cassettes in a selected Logger. The Media library report is available only when a Media Library server is installed.
To create a Media library report: 1. In the NICE Supervision window, choose Media Library in the Reports menu.
The Media Library window appears. Figure 5-2
NICE Media Library Window
2. Click All Loggers, or select a Logger in the drop-down list. 3. Click Create.
A list of Loggers matching the specified requirements is displayed.
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6 Supervising NiceCLS Servers NiceCLS provides a total system solution for continuous recording and archiving of telephone calls, and for multi-user playback of audio. NiceCLS supplements the capabilities of NiceLog Digital Voice Loggers by collecting detailed information from the PABX that is connected to the Voice Logger. This additional data enables NiceCLS to create more complete and detailed reports.
Contents
Defining NiceCLS Server’s Alarm Events .................................................................... 80 Viewing a NiceCLS Server’s Self-Test Results ............................................................ 81 Viewing Configuration Details for a NiceCLS Server .................................................. 82 Scheduling NiceCLS Working Hours............................................................................ 83
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Defining NiceCLS Server’s Alarm Events
Defining NiceCLS Server’s Alarm Events You specify which events trigger an alarm for NiceCLS Servers by marking a check box next to each event that appears in the Event List in the Supervision Options window. For more information, see Managing NICE Supervision Alarms on page 25. The following table lists events that appear when you click the NiceCLS tab in the Supervision Options window:
Event Type
Cause
Server is not responding
A problem occurring with a NiceCLS Server’s communications.
Switch failure
A problem occurring in the connection between the NiceCLS Server and the telephone switch.
Switch warning
A disruption in the connection between the NiceCLS Server and the telephone switch.
Database failure
A problem with the NiceCLS Calls Database.
Database warning
A problem in accessing the NiceCLS Calls Database.
Loggers failure
A problem in the connection between one or more Loggers and the NiceCLS Server.
Internal Error
NiceCLS software error.
NOTE: Server is not responding is always set as an alarm event, and cannot be changed.
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Viewing a NiceCLS Server’s Self-Test Results
Viewing a NiceCLS Server’s Self-Test Results You can display the results of the most recent self-test performed by a NiceCLS Server to help diagnose a problem, or to verify that a problem has been resolved. The NiceCLS Self-Test window displays the following information about the selected NiceCLS Server:
•
Server communication status
Status is either OK, or a failure message appears.
•
Calls database status
Displays the type and name of the calls database, and either OK or an error message.
•
Telephone switch database status
Displays the type and name of the telephone switch, and either OK or an error message.
To display the results of a NiceCLS Server’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired NiceCLS Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceCLS Server. 2. Click the Test button. -or-
Choose CLS Self-test in the Supervision menu. -or-
Double-click a row (in Text view) or a picture of a Logger (in Graphic view) for a Voice Logger that has reported a warning (blue) or error (red) message. The Self-Test window appears, displaying the results of the selected Voice Logger’s most current self-test. Figure 6-1
NiceCLS Self-Test Window
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Viewing Configuration Details for a NiceCLS Server
Viewing Configuration Details for a NiceCLS Server You can view details about a NiceCLS Server’s hardware and software configuration to help diagnose and resolve an equipment problem. When you view configuration details for a NiceCLS Server, information is displayed about the following NiceCLS components:
•
NiceCLS Server
•
NiceCLS Calls Database
•
Telephone switch connected to the NiceCLS Server
To view a NiceCLS Server’s hardware/software configuration details: 1. If the NICE Supervision window is in Text view, click the row for the NiceCLS Server. -or-
If the NICE Supervision window is in Graphic view, click the icon for the NiceCLS Server. 2. Click the Configuration button.
Choose CLS configuration in the Supervision menu. -or-
Double-click a row (in Text view) for a NiceCLS Server whose status is Test OK, or doubleclick a picture of a NiceCLS Server (in Graphic view) for a Logger that is not colored blue (warning) or red (error message). The CLS Configuration window appears, displaying the ID of the selected NiceCLS Server in the title bar. Figure 6-2
NiceCLS Configuration Window
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Scheduling NiceCLS Working Hours
3. Click one of the tabs in the NiceCLS Configuration window to view the configuration details
for one of the following components: Server
Describes the selected NiceCLS Server, including the server’s name, address, software version, the number of NiceCLS Servers and input channels handled by the server, the number of calls databases it serves, and the number of switches that send data to the server.
Database
Describes the calls database(s) served by the selected NiceCLS Server. Currently no data is provided.
Switch
Describes the telephone switch(es) that send data to the selected NiceCLS Server, including the type and name of the switch(es), the NiceCLS driver version that supports the switch(es), and the number of data ports on the switch that send data to the server.
Scheduling NiceCLS Working Hours The start and stop times for receiving information from the PABX to the NiceCLS database are set the same way that you set up a weekly recording schedule for NiceLog Voice Loggers. In order to receive data from the PABX you must mark the Enable CLS Working Hours checkbox in the Scheduled Recording window. You can set up your working hours schedule so that you receive data in one continuous period or two periods per day divided by a pause. For more information about setting a schedule, see Setting Up a System-Wide Recording Schedule on page 58.
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7 Supervising NiceScreen Loggers The NiceScreen Logger enables recording of agent screen activity.
Contents
Defining NiceScreen Logger Alarm Events.................................................................. 86 Viewing a NiceScreen Logger Self-Test Results.......................................................... 87 Viewing Configuration Details for a NiceScreen Logger ............................................ 88
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Defining NiceScreen Logger Alarm Events
Defining NiceScreen Logger Alarm Events You specify which events trigger an alarm by marking a checkbox next to each event that appears in the Event List in the Supervision Options window. For more information, see Setting Up NICE Supervision Alarms on page 26. The following table lists events that appear in the Supervision Options window for the NiceScreen Logger option. Event Type
Cause
Logger is not responding
A problem occurring with a Logger’s communications.
Screen Logger Error
Error message sent by the NiceScreen Logger.
Screen Logger Warning
Warning message sent by the NiceScreen Logger.
NOTE: For a list of all possible error and warning messages, see Appendix A, Warning and Error Messages on page 91.
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Viewing a NiceScreen Logger Self-Test Results
Viewing a NiceScreen Logger Self-Test Results You can display the results of the most recent self-test performed by a NiceScreen Logger to help diagnose a problem, or to verify that a problem has been resolved. The NiceScreen Logger self-test includes the following information:
•
NiceScreen Logger Status
Status is either OK, or a failure message appears.
•
Status
•
Free Disk Space: The amount of free space on the NiceScreen Logger.
•
Free Kept Space: The amount of free kept space on the NiceScreen Logger.
•
Number of current active agents: The number of agent stations currently active.
•
Number of current recorded agents : The number of agents currently recorded.
•
Number of current playbacks: The number of playback currently being performed.
To display the results of a NiceScreen Logger’s most current self-test: 1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen Logger. 2. Click the Test button. -or-
Choose Test Screen Logger in the Supervision menu. -or-
Double-click a row (in Text view) or a picture of a NiceScreen Logger (in Graphic view) for a NiceScreen Logger that has reported a warning (blue) or error (red) message. The Screen Logger self test window appears, displaying the results of the selected NiceScreen Logger’s most current self-test. Figure 7-1
Screen Logger Self-Test Window
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Viewing Configuration Details for a NiceScreen Logger
Viewing Configuration Details for a NiceScreen Logger You can view the details about a NiceScreen Logger’s configuration to help diagnose and resolve an equipment problem. The following types of information are displayed for NiceScreen Loggers:
•
Communication: Indicates the selected NiceScreen Logger’s address and the interface type
used to access the NiceScreen Logger.
•
Maximum Recording Agents: The maximum number of agents that the NiceScreen Logger
can record.
•
Maximum Playback: The maximum number of playbacks that can be performed.
•
Synchronized Voice Logger ID: The ID of voice Logger used for synchronization.
•
Software Version: Indicates the software version of the NiceScreen Logger.
To view a NiceScreen Logger’s software configuration details: 1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger. -or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen Logger. 2. Click the Configuration button. -or-
Choose Screen Logger configuration in the Supervision menu. The Screen Logger Configuration window appears with the ID of the selected NiceScreen Logger, and displaying the NiceScreen Logger’s configuration details. Figure 7-2
NiceScreen Logger Configuration Window
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PART III - Appendices
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A Warning and Error Messages This section provides a list of all warning and error messages that can appear in the NICE Supervision window. These messages can be generated by supervised NiceLog or NiceCall Focus Voice Loggers, NiceCLS Servers, NiceScreen Loggers and Library Servers. Each message is accompanied by a description of the recommended course of action to be taken if the message appears. Messages are listed according to name of the event. The events are listed in the tabs of the Supervision Options window (described in Chapter 2). Communication errors and internal errors are listed in this appendix, but do not appear in the Alarm events area of the Supervision Options window. Supervision messages are be grouped as follows: Message Numbers
Category
Begins on...
Voice Logger BIT Messages
page 92
1000 - 1999
NiceCLS API Error Messages
page 102
2000 - 2099
NICE Media Library BIT Messages
page 106
2100 - 2199
NiceScreen Logger BIT Messages
page 107
2200 - 2299
TIM BIT Messages
page 108
2300 - 2399
AMU Messages
page 108
600 - 999
NOTE: Archiving media is used to describe all types of recording media, among them DAT and DVD.
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Voice Logger BIT Messages
Voice Logger BIT Messages The following messages can be generated by a NiceLog Voice Logger. Voice Logger BIT Messages Message Number
Message Text
Recommended Action
601
ADIF board
Shut down or reset Logger.
602
ADIF board
Shut down or reset Logger.
603
ADIF board
Shut down or reset Logger.
604
ADIF board
Shut down or reset Logger.
605
ADIF board
Shut down or reset Logger.
606
ADIF board
Shut down or reset Logger.
607
APA board
Shut down or reset Logger.
608
APA board
Shut down or reset Logger.
609
APA board
Shut down or reset Logger.
610
Internal Error
Call NICE customer support.
611
System files corrupted
Some of the audio may be lost. Call NICE customer support.
612
Data files corrupted
Some of the audio may be lost. Call NICE customer support.
613
Logger was not properly shut down
Shut down or reset Logger.
614
Free space on disk is only
Unlock or Delete recordings.
615
No DAT for Retrieval <deck no.>
Insert archiving media or Quit Retrieval.
616
No DAT for Manual Archiving <deck no.>
Insert archiving media or Quit Manual.
617
No DAT for Automatic Archiving (deck <deck no.>)
Insert archiving media.
618
Automatic Archiving suspended - Busy for Retrieval
Quit Retrieval.
619
Automatic Archiving suspended - Busy for Manual
Quit manual archiving.
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
620
Too many recordings - retrieval not completed (deck <deck no.>)
Unlock recordings, and activate automatic deletion.
621
Retrieval aborted (deck <deck no.>) - disk was full
Unlock recordings, and activate automatic deletion.
622
Invalid DAT format (deck <deck no.>)
Eject the archiving media.
623
Drive failure - deck <deck no.>
Reset the deck. Eject button in Deck window changes to Reset.
624
Internal failure with deck <deck no.>
Reset the deck. Eject button in Deck window changes to Reset.
625
Cannot append to this DAT (deck <deck no.>)
Eject and replace archiving media.
626
Defective DAT in deck <deck no.>
Eject and replace archiving media.
627
DAT in deck <deck no.> is Write-Protected
Eject and replace archiving media or remove the write protection.
628
No data in DAT in deck <deck no.>
Eject and replace archiving media.
629
Data in DAT is too recent (deck <deck no.>)
Eject and replace archiving media.
630
Data on DAT in deck <deck no.> from another Logger
Eject and replace archiving media.
631
DAT was manually ejected from deck <deck no.>
Eject the archiving media.
632
Drive failure - deck <deck no.>
Reset the deck. Eject button in Deck window changes to Reset.
633
Failure in hard disk
Some of the audio may be lost. Call NICE Customer support.
634
ADIF digital board
Check digital link wires.
635
ADIF digital board
Check digital link wires.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
636
ADIF digital board
Check digital link wires.
637
ADIF digital board
Check digital link wires.
638
ADIF board
Check digital link wires.
639
Automatic Archiving suspended for Retrieval
Quit Retrieval.
640
Automatic Archiving suspended - Busy for Manual
Quit manual archiving.
641
LAF board
Shut down or reset Logger.
642
LAF board
Shut down or reset Logger.
643
LAF board
Shut down or reset Logger.
644
LAF board
Shut down or reset Logger.
645
LAF board
Shut down or reset Logger.
646
LAF board
Shut down or reset Logger.
647
Deck <deck no.> is dirty and must be cleaned.
Clean the archiving media deck.
648
Deck <deck no.> should be cleaned.
Clean the archiving media deck.
649
ISDN board
Shut down or reset Logger.
650
ISDN board
Shut down or reset Logger.
651
ISDN board
Check digital link wires.
652
Automatic Archiving suspended
Finish or stop retrieval operation. Make sure that there is archiving media inserted.
653
Access to DAT in deck <deck no.> is denied
Eject and replace the archiving media.
654
MASC board (board
Shut down or reset Logger.
655
MASC board
Shut down or reset Logger.
656
MASC board
Shut down or reset Logger.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
657
MASC board
Shut down or reset Logger.
658
6DAT- hardware error
Shut down or reset Logger.
659
Automatic archiving suspended for Erase DAT
Shut down or reset Logger.
660
NTCM digital board <no> - Error
Check digital link wires.
661
NTCM digital board <no> - Error
Check digital link wires.
662
One of the power supplies is damaged
Check power supplies.
663
NORTEL_VTG board
Restart the Logger and call NICE Customer Support.
664
NORTEL_VTG board
Restart the Logger and call NICE Customer Support.
665
Locked space on disk is
Delete calls or recordings.
666
RTS is not responding
Call NICE Customer Support.
667
One of the DAT cassettes in the 6DAT autoloader is malfunctioning
Replace DAT cassettes in the 6DAT autoloader.
668
VICO board
Call NICE Customer Support.
669
VICO board
Call NICE Customer Support.
670
Mirror device error
Call NICE Customer Support.
671
ETAI board
Shut down or reset Logger.
672
ETAI board
Check switch trunk connection.
673
ETAI board
Shut down or reset Logger.
674
ETAI board
Shut down or reset Logger.
675
NATI board
Shut down or reset Logger.
676
NATI board
Shut down or reset Logger.
677
NATI board
Shut down or reset Logger.
678
NATI board
Shut down or reset Logger.
679
ISDN board
Shut down or reset Logger.
680
ISAC boards - Logger critical error
Shut down or reset Logger.
681
ISAC boards
Call NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
682
ISAC boards
Check PBX digital line wires.
683
ISAC boards
Check PBX digital line wires.
684
ISAC boards
Check PBX digital line wires.
685
ISAC boards
Check PBX digital line wires.
686
ISAC boards
Check PBX digital line wires.
687
ISAC boards
Check PBX digital line wires.
688
Error: Call Administrator Now! Checksum error in Logger Files
Call your Administrator NOW!
690
Archiving finished on deck <deck no.>. Open the door and replace the media to continue Automatic Archiving
691
Cannot eject DVD from deck <deck no.>. Open the door and try again
692
Waiting for BSRV restart (new RTS device was added/removed)
693
Connection to RTS failed
694
Cannot add RTS device (device number is occupied)
695
General backup error on deck <deck no.>. For more information open Backup Application
696
The media in the device <device no.> cannot be used anymore (load count is exceeded)
697
DBM initialization error
A critical problem occurred in the Logger database initialization. Call NICE Customer Support.
698
Driver initialization error
A problem occurred in the hardware initialization. Check configuration fits hardware. Check hardware and cabling.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
699
General hardware critical error
Contact NICE Customer Support
700
Low statistics alarm on
Check Activity Detection threshold.
701
<nos> input channels are not responding
Check physical connection of input channel.
702
ROB malfunction
1. Restart the Logger. 2. Call NICE Customer Support.
703
Disk is full
Unlock or delete recordings.
704
NORTEL_VTG board <no> - Initialization failed
1. Restart the Logger.
NORTEL_VTG board <no> - Synchronization to switch failed
1. Restart the Logger.
Hardware failure at one input channel
1. Check the cables connected to the video camera.
705
706
2. Call NICE Customer Support.
2. Call NICE Customer Support.
2. Call NICE Customer Support. 707
Hardware failure at input channels
1. Check the cables connected to the video cameras. 2. Call NICE Customer Support.
708
Hardware failure at one output channel
1. Check the cables connected to the monitor. 2. Call NICE Customer Support.
709
Hardware failure at output channels
1. Check the cables connected to the monitors. 2. Call NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number 710
Message Text
Recommended Action
No signal at one input channel
1. Check the cables connected to the video camera. 2. Call NICE Customer Support.
711
No signal at input channels
1. Check the cables connected to the video cameras. 2. Call NICE Customer Support.
712
One of the DAT cassettes in the 6DAT autoloader is malfunctioning
Replace DAT cassettes in the 6DAT autoloader.
713
No more locked space on Disk
Unlock or delete recordings.
714
Locked space on disk is low
Unlock or delete locked recordings.
715
High Statistics Alarm: On <no.> input channel(s)
716
ROB power off
730
Dongle was not initialized
731
Dongle was already initialized
732
Dongle device not supported
733
Dongle initializing failed - function not supported
734
Connection to Dongle failed
735
Dongle initializing failed - Network error occurred
736
No device available for Dongle
737
Dongle initializing failed - Wrong parameter occurred
738
Dongle initializing failed - HL-Server not API version
739
Dongle initializing failed - error on memory allocation
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
740
Dongle initializing failed loading HLVDD.DLL failed
750
ISAC2 boards - Logger critical error
Shut down or reset Logger.
751
ISAC2 board
Call NICE Customer Support.
752
ISAC2 board
Check PBX digital link wires.
753
ISAC2 board
Check PBX digital link wires.
754
ISAC2 board
Check PBX digital link wires.
755
ISAC2 board
Check PBX digital link wires.
756
ISAC2 board
Check PBX digital link wires.
757
ISAC2 board
Check PBX digital link wires.
760
ADIF3 board
Call NICE Customer Support.
761
ADIF3 board
Call NICE Customer Support.
762
ADIF3 board
Call NICE Customer Support.
763
ADIF3 board
Call NICE Customer Support.
764
ADIF3 board
770
DLI board
Shut down and reset Logger.
771
DLI board
Shut down and reset Logger
772
VoIP Driver initialization error
A problem occurred in the ExternalCap initialization. Check ExternalCap configuration.
773
DLI Driver initialization error
A problem occurred in the DLI initialization. Check the DLI configuration, hardware, and cabling.
800
Process Board Error
Contact NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
801
TLI Board Error
Contact NICE Customer Support.
802
FLI Board Error
Contact NICE Customer Support.
803
LAF Board Error
Contact NICE Customer Support.
804
APA Board Error
Contact NICE Customer Support.
805
Failure in Hard Disk
Contact NICE Customer Support.
806
Disk Storage is Full
Check that Automatic Deletion is running properly.
808
Internal Error
Contact NICE Customer Support.
809
Hardware Error
Contact NICE Customer Support.
810
DAT Media Failure
Contact NICE Customer Support.
811
DAT is write-protected
Remove the protection so that the Logger may write on the archiving media.
812
No init header
Replace the archiving media.
813
Data on DAT is too recent
Contact NICE Customer Support.
814
Cannot append to DAT
Contact NICE Customer Support.
815
DAT was manually ejected
Contact NICE Customer Support.
816
No DAT for automatic archiving
Insert archiving media into the deck.
817
Automatic archiving suspended
Contact NICE Customer Support.
818
System Configuration Error
Contact NICE Customer Support.
Appendix A: Warning and Error Messages
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Voice Logger BIT Messages
Voice Logger BIT Messages (Continued) Message Number
Message Text
Recommended Action
820
Improper Logger shut down
Contact NICE Customer Support.
821
Database consistency changed
Contact NICE Customer Support.
822
BTAI2 board
Contact NICE Customer Support.
823
BTAI2 board
Shutdown or reset Logger.
824
BTAI2 board
Check switch trunk connection.
825
BTAI2 board
Restart the Logger and contact NICE Customer Support.
826
BTAI2 board
Contact NICE Customer Support.
827
ETAI2 board
Restart the Logger and contact NICE Customer Support.
828
ETAI2 board
Check switch trunk connection.
829
ETAI2 board
Restart the Logger and contact NICE Customer Support.
830
ETAI2 board
Contact NICE Customer Support.
831
UDA board
Contact NICE Customer Support.
832
UDA board
Restart the Logger and contact NICE Customer Support.
833
UDA board
Restart the Logger and contact NICE Customer Support.
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages NiceCLS API Error Messages Message Number
Message Text
Recommended Action
1000
Internal - Software restart failure
Shut down and restart the NiceCLS server.
1100
Driver failed due to an exception.
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1200
Driver failed due to user termination.
The Dispatch process should re-activate the driver without user intervention. If it does not: 1. Restart the NiceCLS. 2. Call NICE Customer Support.
1300
Driver not synchronized.
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1301
Too Many Unprocessed Reports
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1302
No Reports Recently Received
1. Restart the NiceCLS. 2. Call NICE Customer Support.
1303
1304
No Reports Recently Received From Ports:
1. Restart the NiceCLS.
Internal - Unable to Open Data Port
1. Restart the NiceCLS.
2. Call NICE Customer Support.
2. Call NICE Customer Support. 1305
Internal - Unable to Open Data Ports:
1. Restart the NiceCLS. 2. Call NICE Customer Support.
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1401
No connection to CTI server
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1402
CTI server stream failure
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1403
CTI-FAILURE: ‘Universal Failure Conf’ event.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1404
CTI-FAILURE: ‘Universal Failure’ event.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1405
CTI-FAILURE: No Response from Telephony Server.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1406
CTI-FAILURE: ‘Monitor End’ and ‘Network Not Obtainable’ events.
Check the ASAI link between the Telephony Server and the Switch.
1407
CTI-FAILURE: Failure opening connection to the Telephony Server.
Check the network connection from NiceCLS to the Telephony Server or check if the Telephony Server is running.
1408
Failed to monitor device.
Check if your switch has enough licenses for monitoring.
1447
Server Internal failure (%ID)
Contact NICE Customer Support
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1448
Logger communication failure (with Logger %ID)
Check communication with Logger(s)
1449
Invalid Logger Clock (
Check Logger(s) Clock.
1450
Service observation failure.
Check for conflict of observations on the same extension or agent.
1451
No available channels – all recording channels are in use.
Check if your recording program is configured correctly.
1452
Communication problem with Logger
Check voice Logger network connectivity.
1453
Failed to monitor DSN – unable to record.
Check channels configuration.
1454
All NiceCLS processed restarted due to excess of process failures
The NiceCLS Dispatch is restarting the processed automatically. If the problem persists, check each process’s reported messages for more information.
1455
All NiceCLS processed restarted due to lack of memory
The NiceCLS Dispatch is restarting the processed automatically. If the problem persists, check each process’s reported messages for more information.
1470
Overflow in Call Database Insertion Queue.
Check the SQL server is running and the NiceCLS database insertion is working.
1471
Too many ongoing open calls.
Check CDR/CTI link and NiceCLS driver for missing End of Call events.
1472
Agent logon table overflow
Call NICE Customer Support.
1485
Overload of CPU/Memory in one of the NiceCLS processes
The NiceCLS Dispatch is restarting the process automatically.
Appendix A: Warning and Error Messages
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NiceCLS API Error Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1486
Network problems (external and clusterinternal)
Check that network connections to the Cluster are configured properly.
1487
Disk writing and mirroring problems.
Check that the disk’s array is connected properly and its power supply is turned on.
1500
L2 maximum locked calls limit has been reached
Wait or unlock some calls if more L2 locks are needed
1501
Oldest calls were auto-deleted regardless of evaluated state
Make sure you remove old calls
1502
Lock/Unlock request received but call was not found on Logger
Run Query again. Call might have been manually deleted
1600
Internal Failure
Call NICE Customer Support.
1601
Internal - Not responding
Call NICE Customer Support.
1602
Internal - Not running
Call NICE Customer Support.
1700
NiceCLS configured to work in Log Debug mode.
Change logging level to warning or error.
1800
Connection to database failure
Call NICE Customer Support.
1801
Database backup failure
Call NICE Customer Support.
1802
Database backup failure
Call NICE Customer Support.
1803
Insertion rate too high
Call NICE Customer Support.
1804
Internal - database is full
Call NICE Customer Support.
1805
Internal - log is full
Call NICE Customer Support.
1806
NiceCLS detects that calls are arriving from the Secondary CLS only
The NiceCLS database server is initiating a takeover. Check later that the driver and the call server are up and functioning properly on the Secondary CLS.
1807
Database Internal Failure (%ID)
Call NICE Customer Support.
Appendix A: Warning and Error Messages
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NICE Media Library BIT Messages
NiceCLS API Error Messages (Continued) Message Number
Message Text
Recommended Action
1808
Backup failure (%ID)
Insert/replace tape.
1810
NiceCLS Dispatch went down unintentionally
NiceCLS Redundancy Manager is restarting the Dispatch automatically.
1811
A passive client of the NiceCLS Redundancy Manager initiated a takeover
NiceCLS Redundancy Manager is initiating a takeover.
1900
Mirror - Disk failure
Call NICE Customer Support.
1901
Mirror - Initiating started
Call NICE Customer Support.
1902
Mirror - Dirty shut down
Call NICE Customer Support.
1903
Mirror - Missing disk
Call NICE Customer Support.
1911
Mirror – failure
Call NICE Customer Support.
NICE Media Library BIT Messages NICE Media Library BIT Messages Message Number
Message Text
Recommended Action
2000
Error: Hard disk failure
Call NICE Customer Support.
2001
Error: Hard disk is full
Call NICE Customer Support.
2002
Check connection between Label Printer and NICE Supervision Station. Call NICE customer support.
2003
Error: Database is corrupted
Call NICE Customer Support.
Appendix A: Warning and Error Messages
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NiceScreen Logger BIT Messages
NiceScreen Logger BIT Messages Voice Logger BIT Messages Message Number 2100
Message Text
Recommended Action
Screen Logger is not responding
1. Check that the Screen Logger is running. 2. Ask the network administrator to check that the network is OK
2101
Hard disk error
Call NICE Customer Support.
2102
There are < no.> ungenerated key frames
1. If the system is loaded and you can’t start recording because there are too many key frames, the data rate is too high. Stop recording, and allow the key frame feature to run. 2. Check that the key frame generator exists.
2103
Time synchronization with voice Logger failed
1. Check that the Logger address in the Screen Logger is correct. 2. Check that the Logger is powered up. 3. Ask the network administrator to check that the network is OK. 4. Call NICE Customer Support.
2104
Warning: There are <no.> ungenerated Key Frames
1. If the system is loaded and you can’t start recording because there are too many key frames, the data rate is too high. Stop recording, and allow the key frame feature to run. 2. Check that the key frame generator exists.
Appendix A: Warning and Error Messages
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TIM BIT Messages
TIM BIT Messages TIM BIT Messages Message Number
Message Text
Recommended Action
2200
TIM is not responding
Call NICE Customer Support
2205
Dialogic board %d - Port %d - Error
Call NICE Customer Support
2206
Logger
Call NICE Customer Support
AMU Messages AMU Messages Message Number
Message Text
Recommended Action
2300
Error: ADIF Board - Self -Test failed
Call NICE Customer Support
2301
Error: APA Board - Self-Test failed
Call NICE Customer Support
2302
Error: MSC board - Self-Test failed
Call NICE Customer Support
2303
Error: Initialization failed
Call NICE Customer Support
Appendix A: Warning and Error Messages
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B Sample Call Activity Reports Using the NICE Supervision application you can create a call activity report that displays the quantity of calls recorded and total recording time based upon the time interval, Logger(s), and input channels that you specify. The format of your report can be an area, column, line, or XY (Scatter) graph in two-dimensional or three-dimensional format. This appendix includes sample activity reports. For more information about what is displayed in an activity report, see Creating Call Activity Reports on page 43.
Contents
Column Graph............................................................................................................... 110 3D Column Graph ......................................................................................................... 110 Area Graph .................................................................................................................... 111 3D Area Graph .............................................................................................................. 111 Scatter Graph ................................................................................................................ 112 3D Scatter Graph .......................................................................................................... 112 Line Graph..................................................................................................................... 113 3D Line Graph ............................................................................................................... 113
Appendix B: Sample Call Activity Reports
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Column Graph
Column Graph Figure B-1 Column Graph
3D Column Graph Figure B-2 3D Column Graph
Appendix B: Sample Call Activity Reports
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Area Graph
Area Graph Figure B-3 Call Activity Area Graph
3D Area Graph Figure B-4 3D Call Activity Area Graph
Appendix B: Sample Call Activity Reports
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Scatter Graph
Scatter Graph Figure B-5 XY (Scatter) Graph
3D Scatter Graph Figure B-6 3D Scatter Graph
Appendix B: Sample Call Activity Reports
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Line Graph
Line Graph Figure B-7 Line Graph
3D Line Graph Figure B-8 3D Line Graph
Appendix B: Sample Call Activity Reports
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Blank page for double-sided printing.
Glossary 6DAT DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for Automatic Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus a single DAT deck installed.
ACA Advanced Compression Algorithm. Optional audio compression rate, implemented with the TDA CCA.
Activity Detector Mechanism in the Logger that determines, based on user-defined parameters, when audio that should be recorded (activity) is being received on an input channel.
Activity Rate Measures detected activity, according to the specified activity detection parameters, versus time. An activity rate of 50% means that the channel was active half of the time.
Activity Refers to audio that causes an input channel to start recording. Activity is differentiated from silence by the Activity Detector.
ADPCM Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol. ADPCM 16 compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.
AGC Automatic Gain Control. Input AGC increases the quality of recorded audio by averaging the volume of source audio as it is recorded. Output AGC increases the quality of playback audio by averaging the volume of recorded audio that is playing back.
Glossary
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Agent Agents are personnel in a call center that make or answer telephone calls.
Agents View NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT Advanced Intelligent Technology. Magnetic 8 mm. tape cassette on which recorded audio can be stored for long-term archiving. AIT cassettes store up to 25 GB of data.
Alarm event Any event that might occur in a supervised unit that causes the NICE Supervision Station to activate an alarm.
Alarm Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.
ANI Automatic Number Identification (Incoming calls). See CLI.
API Application Programming Interface.
Archiving deck Drive mechanism in the Logger used for archiving and retrieval of recorded audio to various archiving media. A Logger can be equipped with either one or two decks.
Archiving Process of copying recorded audio files to archiving media, such as DAT or DVD, for long-term storage.
Glossary
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Audio Segment Specific term for a length of audio that is created when audio is recorded from a start time to a stop time that are defined by parameters that are customized for your NiceLog System.
CDR Call Details Reports.
Channel A transmission path between two points. It is usually the smallest subdivision of a transmission system by means of which a single type of communications service is provided. It is also referred to as a line.
Channels Mode NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI Calling Line Identity. See ANI.
Client A computer which accesses files or other services from a second computer called a server. Some processing may take place on the client machine but generally the server handles most of the information processing.
CLS Call Logging System.
Coldstart Logger To restart the NiceLog Logger and delete its stored audio.
Connected Logger The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the NiceLog Workstation application.
Glossary
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CTI Computer Telephony Integration. CTI is a term used for connecting a computer (single workstation or file server) on a local area network (LAN) to a telephone switch (usually a PBX or ACD) for the purpose of adding enhanced routing. Typically it means the exchange of information between the telephony system and the host computer for smart handling of call routing.
DAT cassette Digital Audio Tape cassette. Magnetic 4 mm. tape cassette on which recorded audio can be stored for long-term archiving. DDS-2 DAT cassettes can store up to 4 GB, while DDS-3 DAT cassettes store up to 12 GB.
DCF77 The DCF77 board is an optional card installed in the NICE Supervision Station to receive code from an external DCF77 system in Western Europe.
DDI Direct Dialing in Number
DID Direct Inward Dialing
DNIS Dialed Number Identification Service. Destination telephone number dialed by the incoming caller. An example is the last digits of a 1-800 telephone number.
DTMF Recording on Demand An option that enables you to control recording on your personal extension by entering predefined codes using your TouchTone telephone.
DTMF (Dual-Tone Multi-Frequency) Describes digits dialed on a TouchTone telephone. DTMF digits dialed by a caller can be recorded with audio on the NiceLog Logger.
Glossary
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DVD Digital Video Disc. Optical disc technology using two-sided media to digitally store information.
Energy Detector Type of Activity Detector based on average volume of the audio signal on the input channel.
Free Seating Free seating allows the agent to sit at different location with a different extension at each work session.
G729A Advance Compression Algorithm. Optional audio compression rate, implemented with the UDA card.
Input Channel Physical input on the Logger used to connect an audio source to the Logger.
Local Sound Card Sound card, or multimedia card (e.g., Soundblaster) installed in the PC where you perform playback. Required to play audio through the PC speaker via the LAN.
Logger NiceLog Voice Logger. The basic unit of the NiceLog Digital Voice Logging System. Controlled by the NiceLog workstation applications, the Logger performs audio recording, playback, retrieval, archiving, and other operations.
Magneto Optical disk (MO) Storage device that uses a laser to store information on a magnetic surface.
Maximum activity rate Percentage of audio activity detected on the input channel during the specified time period (typically 1 hour).
Glossary
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Media Label Printer Optional label printer dedicated to the NICE Supervision Station, which prints ID labels for archiving media that are ejected from the archiving deck(s) in each Logger in the NiceLog Digital Voice Logging System.
Media Library Optional feature which keeps track of archiving media, and controls the Media Label Printer.
Media Mirroring Optional feature which performs archiving of the same recorded audio to two archiving media concurrently.
Minimum activity rate Percentage of audio activity detected on the input channel during the specified time period (typically 72 hours.)
Monitoring Listening to audio as it is being received by an input channel in a Logger.
NICE Supervision Station PC that runs the NICE Supervision application.
NICE Administrator application Software application supplied with the NiceLog Digital Voice Logging System. Used only by the NiceLog System Administrator to define NiceLog user IDs and configure Loggers.
NICE Supervision application Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise system-wide Logger events in multi-Logger NiceLog Systems.
NICE Query application Windows-based software application that enables NiceLog users to quickly find, retrieve and play audio segments that are stored on any Logger or archiving media created in the NiceLog System.
Glossary
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NiceLog System Administrator NiceLog user defined automatically when the NiceLog workstation software is installed. The NiceLog System Administrator has full access to all Loggers, channels, and NiceLog applications. The only user who can login to the NICE Administrator application.
NiceLog Digital Voice Logging System System used for the recording, playback, and archiving of audio from multiple sources. Comprised of one or more Loggers, and control software.
NTP Network Time Protocol. A protocol for synchronizing the clocks on hosts on a network to that of a single master time-keeper.
Output channel Physical output on the Logger to which an audio output device is attached to enable playback of recorded audio and monitoring of audio as it is received by the Logger.
Output device Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to an output channel on the Logger. Audio from playback or monitoring is reproduced through the output device connected to the selected output channel.
PCM A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback Reproduction of recorded audio on an output device.
Position Logical grouping of multiple input channels which represents the input devices (e.g., headset, handsets) that are physically located at a single seat or position. Input channels can be displayed grouped in positions in the NICE Query application.
Pre-defined Selective Recording An option that enables you to sum multiple devices to one input channel of a Logger. Glossary
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Random Monitoring NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for quality assurance.
Recording on Demand An option that enables you to click on an icon in the Recording on Demand window in order to stop and start recording for your own extension.
Recording
•
The process of storing audio from an audio source (i.e., a telephone or radio) on the hard disk of a Logger.
•
A unit of recorded audio. The audio that is recorded on a single input channel between the time the recording process is started on the channel and the time it is stopped.
Reproducer PC in which one or two decks are installed to enable retrieval of archived audio from archiving media to a NiceLog Logger. A Reproducer PC with two decks can also be used for media duplication.
Retrieval The process of copying archived audio from archival media to the hard disk of the connected Logger, for the purpose of playback.
RTS (Remote Tape Server) A server containing archiving decks and operating remotely with a Logger over a dedicated Fast Ethernet LAN.
Self-Test BIT (Built-In Test) performed periodically by each Logger to check the status of its various hardware components and software operations.
SNMP TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached.
Glossary
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Supervised unit Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE Supervision window.
Supervisor Person in charge of administrating NICE Supervision.
sysadm User ID of the NiceLog System Administrator.
TDA (Texas Instruments DSP Array) A card which enables high-audio compression rates. See ACA.
Threshold The maximum level of noise in the channel before it is considered Active. The default value is 49.
Transcription An option that enables you to open a Word document and to control playback while transcribing a recording.
Trunk Side Trunk side connections connect the system to other switching systems.
Trunk A communications line between two switching systems. A tie trunk connects PABXs. Central Office trunks connect a PABX to the switching system at the central office.
UDA A card which enables high-audio rates. See G729A.
VOX An optional type of Activity Detector that recognizes the characteristics of human speech in input signals and rejects noise. Glossary
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Index A
B C
Activity detection 40 ADIF card 56 ADIF3 card 56 Alarm icons 19 Alarm events defining 54 Alarms disabling 30, 31 enabling 30, 31 Media Library 74 NiceCLS 80 responding to 32 screen Logger 86 setup 26 status icons 31 Audit Trail 36 Automatic dialer setting 27 setup 30
list of 19 Compression rate 40 Configuration Media Library Server 76 NiceCLS 82 screen logger 88 Configuring a logger’s clock 64 Logger Channel IDs 67
D
E
Board types 56 BTAI2 card 56
Card types 56 Channel ID configuring 67 Channel Information creating report 40 Channels Statistics Alarms creating report 42 Clocks configuring 64 Daylight Savings Time 66 setting the logger’s clock 64 synchronizing 63 Coldstarting 71 Columns
F
G I
Daylight Savings Time 66 DCF77 63 Debug viewing debug information 69 Disabling alarms 31
Enabling alarms 31 Error messages 91 ETAI card 56 ETAI2 card 56 Exiting NICE Supervision 23
Faxing detailed information 33 Supervision information manually 33 system information 33 Formats changing in reports 45
Graphic view 20
Icons Index
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alarm 19 alarms 31 toolbar 21
L
LAF card 56 setup 63 Logger coldstarting 71 resetting 70 shutting down 70 Logger information downloading 62 uploading 62 Logger Mirroring Error resetting 69 Login 16 Logout 23
Setup 58 Reports Audit Trail 36 Call Activity 43 Channel Information 40 Channelsstatistics alarms 42 Media Library 77 Standby Logger Statistics 48 switching formats 45 Reset Logger Mirroring Error 69 Resetting a logger 70 Responding to alarms 32
S
M Media Library alarm events 74 report 77 Self-Test 75 server configuration details 76
N
P R
NATI card 56 NiceCLS alarm events 80 configuration details 82 self-test 81 Supervising 79 working hours 58, 83 NTP 63
Parameters automatic dialer 30 Password changing 21
Recording and holidays 60 and weekends 59 Recording schedule
T U
Scheduled Recording disabling 61 Screen Logger alarm events 86 configuration details 88 self-test 87 Segment creation activity 41 DTMF 41 On/Off Hook 41 Self-test minutes between reports 27 viewing results 55 Setup automatic dialer parameters 30 of alarms 26 recording schedule 58 Shutdown 70 SNMP options enable 27 Sorting the displayed list 18, 20 Standby Logger Statistics creating report 48 Starting the application 16 Supervised units 18 Supervision window 18 grahic view 20 text view 18 toolbar 21 Synchronizing Logger clocks 63
Text view 18
UDA card 56 Index
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User ID 16
W Warning messages 91 Working Hours NiceCLS 83
Index
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