Documente Academic
Documente Profesional
Documente Cultură
Release 3.1
Troubleshooting Guide
February 2009
385A0755-01 Rev. A2
®
Insight from Interactions TM
Information in this document is subject to change without notice and does not represent a
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All contents of this document are: Copyright © 2009 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,893,197 5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203
5,396,371 5,446,603 5,457,782 5,819,005 5,911,134 5,937,029 6,044,355
6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,252,946 6,252,947
6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,775,372 6,785,369
6,785,370 6,856,343 6,865,604 6,870,920 6,871,229 6,880,004 6,937,706
6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,058,589 7,085,728
7,203,655 7,240,328 7,305,082 7,333,445 7,346,186 7,383,199 7,386,105
7,436,887
360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder,
eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST
Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions,
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NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision
Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback
Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet
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385A0755-01 Rev. A2
For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: support@nice.com
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: support@nice.com
Feedback
2
Recording Troubleshooting Flow 37
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Checking Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
General Recording Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Troubleshooting Flow Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Troubleshooting Call Failures using Exceptions . . . . . . . . . . . . . . . . . . . . . 54
Troubleshooting No New Calls in Business Analyzer . . . . . . . . . . . . . . . . . . 59
Troubleshooting Calls with Poor Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Troubleshooting Calls with Audio from Several Calls . . . . . . . . . . . . . . . . . 67
Troubleshooting TRS Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Troubleshooting Integration Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
3
Playback Troubleshooting Flow 77
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Understanding the Playback Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
General Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Contents 7
4
Archiving Troubleshooting Flow 117
General Archiving Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Tape/DVD Archiving Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Contents 8
5
Multi Data Hub Troubleshooting Flow 141
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Multi Data Hub Implications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Rule Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Business Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Quality Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Contents 9
6
Media Encryption Troubleshooting Flow 151
Troubleshooting Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Changing the Logging Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Checking Server Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Checking the Logger/ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Checking the SNMP Traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Checking the KSM Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Verifying the KSM is Functioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Checking the Client-side Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Checking the Server-side Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Checking for Certificate Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Trap Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Trap Messages for CIM Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Trap Messages for KSM Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
SAMS Log Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
ScreenAgent Module Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Verifying the IIS User Permissions for the KSM Configuration . . . . . . . . . 164
Contents 10
7
Channel Mapping Troubleshooting Flow 177
Channel Mapping Troubleshooting Workflow . . . . . . . . . . . . . . . . . . . . . . 179
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Identifying a Channel Mapping Problem . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Verifying the Channel Mapping Configuration . . . . . . . . . . . . . . . . . . . . . . 181
Troubleshooting an Out of Memory Error . . . . . . . . . . . . . . . . . . . . . . . . . 183
Troubleshooting Two Users Updating Channel Mapping Concurrently . . . 184
Troubleshooting Saving in a Multi Data Hub Environment . . . . . . . . . . . . . 184
Adding a New Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Other Troubleshooting Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Open Case Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Open Case Procedures for System Administrator Parameters (CLS) . . . . 186
Open Case Procedures for the RCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Troubleshooting Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Error Message appears when Updating Configuration . . . . . . . . . . . . . . . 190
A New or Modified Mapping Definition Does Not Work . . . . . . . . . . . . . . . 191
New Channel Mapping Definitions are not Saved . . . . . . . . . . . . . . . . . . . 191
Channel Mapping does not Work! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Channel Mapping in System Administrator Differs from what is in Effect . . 192
Channels Definitions: Logger does not Appear . . . . . . . . . . . . . . . . . . . . . 192
Channels Definitions: Input Channels do not Appear . . . . . . . . . . . . . . . . 193
Source Definitions: Cannot define Virtual Extensions . . . . . . . . . . . . . . . . 193
Source Definitions: Physical Switch does not Appear . . . . . . . . . . . . . . . . 193
Dynamic Mapping: Screen Logger does not Appear . . . . . . . . . . . . . . . . . 194
Dynamic Mapping: Virtual Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Contents 11
8
Applications Troubleshooting Flow 197
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Checking the Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Troubleshooting a Communications Failure . . . . . . . . . . . . . . . . . . . . . . . . 202
Troubleshooting Communications Failure with Importer or Reporter . . . . 203
Checking the Applications Server Services . . . . . . . . . . . . . . . . . . . . . . . . 205
Using NICE Services Configuration Manager . . . . . . . . . . . . . . . . . . . . . . 206
Solving Application Services User Rights Problem . . . . . . . . . . . . . . . . . . 207
Checking the Installation Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Checking the Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Setting the Log Level in System Administrator . . . . . . . . . . . . . . . . . . . . . 209
Setting the Log Level in the Config File . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Checking the Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Solving Desktop Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Verifying the .NET Framework Versions . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Set Security Wizard Continues to Appear After Installation . . . . . . . . . . . . 218
Problem Occurs on One Workstation . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Problem Occurs on All Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Solving Set Security Wizard Hangs or Displays an Error . . . . . . . . . . . . . . 221
Set Security Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Set Security Manually Using Caspol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Solving Post Installation HTTP Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Verifying the Applications are Not Loaded under the Internet Zone . . . . . . 228
Configuring NICE Perform as a Trusted Web Site . . . . . . . . . . . . . . . . . . . 228
Checking NICE Perform Initialization Errors . . . . . . . . . . . . . . . . . . . . . . . 229
Solving Applications Server Configuration Problem . . . . . . . . . . . . . . . 229
Troubleshooting Remote Name Could Not be Resolved Error . . . . . . . 230
Troubleshooting Unable to Connect to the Remote Server Error . . . . . 230
Troubleshooting Serialization Problem . . . . . . . . . . . . . . . . . . . . . . . . 230
Contents 12
9
Databases Troubleshooting Flow 253
General Databases Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . 255
General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Checking the Windows Event Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Checking the SQL Server Error Logs and Events . . . . . . . . . . . . . . . . . . . . 256
Checking SQL Jobs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Checking the Connection to the NICE Perform Database Server . . . . . . . . 257
Checking the Database Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Checking for Missing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Contents 13
10
Customer Feedback Installation Troubleshooting Flow 291
General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
Troubleshooting Customer Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Troubleshooting Flow Expanded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Troubleshooting - General Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Troubleshooting - DTMF Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Troubleshooting - CTI Info or Business Data Routing . . . . . . . . . . . . . 298
Contents 14
11
High Density Logger Troubleshooting Flow 303
General High Density Logger Troubleshooting Flow . . . . . . . . . . . . . . . . . 304
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Checking the Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Verifying the Logger Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Generating a Build Content Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
Checking Logger Initiation Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
Setting the Debug Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Checking the Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Using Bug Find to Check Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Using Log Analyzer to Check Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Checking for Logger Configuration Errors . . . . . . . . . . . . . . . . . . . . . . . . . 314
Checking Logger Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Checking Map Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Checking RCM Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Synchronizing the Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Testing the Logger COTS using the NICE Test Kit . . . . . . . . . . . . . . . . . . . 318
Tests and Log File Locations in a Windows Environment . . . . . . . . . . . . . 318
Tests and Log File Locations in a DOS Environment . . . . . . . . . . . . . . . . 320
Testing the NICE Boards using the NICE Test Kit . . . . . . . . . . . . . . . . . . . . 320
Testing the Logger using the NICE PST. . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Shutting Down and Starting Up the Logger . . . . . . . . . . . . . . . . . . . . . . . . . 322
Shutting Down and Starting CLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Using the Nicelog Setup Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Other Troubleshooting Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Other Useful Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Contents 15
13
Interactions Center Troubleshooting Flow 355
Interactions Center Troubleshooting Workflow . . . . . . . . . . . . . . . . . . . . . 356
Interactions-based Call Recording Data Flow . . . . . . . . . . . . . . . . . . . . . . . 357
Interactions-based Call Recording Data Flow Details . . . . . . . . . . . . . . . . 358
Understanding the Total Call Recording Data Flow . . . . . . . . . . . . . . . . . . 360
Understanding the Total Call Recording Data Flow Details . . . . . . . . . . . . 361
Understanding the Screen Call Recording Data Flow . . . . . . . . . . . . . . . . . 363
Screen Call Recording Flow Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Contents 16
14
NMS Troubleshooting Flow 417
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Contents 17
15
Telephony Services Server Troubleshooting Flow 449
Troubleshooting Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
Gathering Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Checking the Telephony Services Server Configuration . . . . . . . . . . . . . . 452
Checking the Dialogic Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453
Contents 18
16
NiceScreen Troubleshooting Flow 489
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491
Isolating the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
Checking the NiceScreen Logger Service Status . . . . . . . . . . . . . . . . . . . 492
Checking the ScreenAgent Interactions Center Registration . . . . . . . . . . . 493
Checking the Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Checking SAMS for Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Contents 19
17
Storage Center Troubleshooting Flow 513
Common Troubleshooting Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514
Installation Freezes: SNMP Dependencies . . . . . . . . . . . . . . . . . . . . . . . . 514
Archiving Failure: Multiple Network Interface Cards . . . . . . . . . . . . . . . . . 515
Storage Center Is Not Communicating with the NMS . . . . . . . . . . . . . . . . 515
Verify SCLoader Service User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
Verify the SnmpAgent Object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 517
Verify the SNMP Service Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
Allowing Duplicate Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521
Storage Center Does Not Archive Calls . . . . . . . . . . . . . . . . . . . . . . . . . . 521
Other Useful Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
Verifying the Storage Center Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . 526
Implementing the Troubleshooting Workflow . . . . . . . . . . . . . . . . . . . . . . . 527
Verifying that the Storage Center Database is Selected . . . . . . . . . . . . . . 527
Verifying the Used and Free Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528
Gathering Storage Center Activity Statistics . . . . . . . . . . . . . . . . . . . . . . . 528
Contents 20
A
Collecting Information Using the Log Collector 537
What is the Log Collector? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538
What is a Component? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538
What is a Report? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539
FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . . . . 543
Collecting Information from Your Local Machine . . . . . . . . . . . . . . . . . . . . 550
Saving and Exporting Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
Importing Saved Reports for Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
Scheduling Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
Viewing Collected Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 560
Viewing and Saving Reports in other Applications . . . . . . . . . . . . . . . . . . 562
Reports Created with the Log Collector. . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Server-Side Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
General Server-Side Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Applications Suite Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564
Playback Telephony Services Server Reports . . . . . . . . . . . . . . . . . . . 566
Logger Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566
SQL Server Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
Interactions Center Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
Storage Center Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 567
Reporter Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 568
NiceScreen Logger Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 568
ScreenSense Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 568
Contents 21
B
Enabling Display of NICE System Information in System
Administrator 573
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574
Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575
Verifying the System Administrator User . . . . . . . . . . . . . . . . . . . . . . . . . . 576
Adding the System Administrator User to Computers not in an Active
Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 582
Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . 588
Contents 22
This troubleshooting guide includes troubleshooting flows and procedures that are intended for use
by support staff and NICE support engineers in Tier 1, 2 and 3. This guide does not include
procedures for Tier 4.
Contents
• VoIP Troubleshooting Flow: Contains troubleshooting tips and procedures for when you
experience a problem with VoIP.
• Collection Information Using the Log Collector: The Log Collector is an easy-to-use
utility that gathers the information from all your NICE Perform servers and local workstation,
in the form of reports, for easy transference for analysis.
Sources of Information
There are several additional sources of information.
1. There are also over 150 Technical and User Guides on ExtraNICE (http://www.extranice.com)
• Hardware Guides
• History Release Notes
• Installation Guides
• Reference Guides
• Release Notes
• Switch/Driver Integration Guides
• Upgrade/Migration Information
• User Guides
2. The NICE Perform Release 3.1 Maintenance Guide is especially useful and should be read
together with this guide.
3. Internal (for NICE-use only) sources include:
• Technical Documentation Team Site for technical documents in progress:
http://niceweb.nice.com/sites/Technical_Writers_Documents/default.aspx
• Tier 4 Team Site for tools and utilities:
http://niceweb.nice.com/teams/Tier4_RD/default.aspx
• Tier 3 Team Site: http://niceweb/sites/Tier3_CS/Tier3 working documents and
manuals/Forms/AllItems.aspx
• Product Training Team Site:
http://niceweb.nice.com/sites/ProductTraining_RD/default.aspx
3. Enter your User name and Password and click on Log On to ExtraNICE. The following
window appears.
4. Select Products > NICE Perform > NICE Perform Release 3.1. The following window
appears.
Figure 1-3 NICE Perform Release 3.1
This section contains troubleshooting tips and procedures for when you experience a problem with
recording.
Contents
Gathering Information
In order to narrow down the problem answer the following questions:
1. Is the recording TDM or VoIP?
2. For VoIP, is the recording environment passive or active?
3. For TDM, is the recording environment trunk-side, extension-side or observation?
4. Is the recording total or QM (interaction based)?
5. In a total recording environment is TRS configured?
6. Is the site N+1?
7. Is the recording summed or with speaker separation?
8. Is the channel mapping static or dynamic? If necessary export the channel mapping
definitions. See Exporting Channel Mapping Definitions in the Channel Mapping Guide.
9. Did the problem occur for a specific agent, group of agents or for all agents?
10. Which CTI integration and what version?
11. Check for exceptions by checking the tblExceptionXX table. See Checking Exceptions
on page 39.
Checking Exceptions
Query the database to see the exceptions. Most of the time exceptions are connected to recordings
and not directly to the interaction IDs. In order to see the connection between an exception and
interaction ID, query both the exception details and the related recording (which includes the
interaction ID).
Exception Short
ID Meaning Possible Cause Recommended Action
Description
1 Duplicate call start. Duplicate start of call – Problem with the driver or Check the driver or PABX.
another call with the same PABX reports. Collect the driver and CLS log files.
call key has started while this
call was open.
2 Maximum duration Call too long – the call was Either the call was longer than Check if the value of the Call Server
exceeded. open for more seconds than the parameters value, or there parameter op_MaxOpenCallDuration
the value of the registry is a problem with the driver or matches the length of calls in the site.
parameter PABX reports.
MaxOpenCallDuration and
was therefore forcibly
closed.
3 Call flushed while Call flushed – a flush The driver may have gone Check that the driver is up.
open. command was executed down and come up. Review the driver log files, look for
while the call was open. errors. If there is no error no action is
needed.
5 Call start not End call without start Problem with the driver or Check the driver or PABX.
reported. (Default Start Time). PABX reports. Review the driver log files, look for
Could be followed by reports errors. If there are errors, collect the
with exp02 because the start driver and CLS log files.
and end call reports have
different information.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
7 No available No available recording There are not enough voice Could be caused by unclosed
recording resource. resource. recording channels to meet recorded calls – check for exp02 calls.
the number of recording If there is a substantial amount of calls
requests in the site. with these exceptions, check RCM
logs for Logger disconnections
(Logger down) and if channels were
allocated after connection
reestablished with Logger.
8 Logger not Logger not responding. Problem with Logger or Check the Logger.
responding. connection to Logger. Check the network connectivity
between the Logger and the CLS.
Check the RCM logs.
9 Unspecified Unspecified recording Unknown failure cause. Collect the Integration and CLS log
recording failure. failure. Received from the RCM. files.
10 Agent logout during Agent logout during the call. Problem with the driver or Check if it is physically possible to
call. PABX call or logout reports. logout during a call.
Collect the Integration and CLS log
files.
11 Too many calls for MaxExtentionOpenCall - too The agent had more Check if the parameter value meets
agent/extension. many open calls for the same simultaneous open segments the requirements of the site.
agent/extension when
than the parameter value. Look for calls with exp02 to see if
compared to the
op_MaxCallPerExt registry Could be a problem with the there is a problem with the call reports.
parameter. driver or PABX call reports.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
12 Voice recording Voice recording failed. Error code received from the • Collect the Integration and CLS
failed. telephony server. If this log files.
appears as e12 check the
• Sub-exception 12 310 indicates
sub-exception ID for more
the Logger is down.
information.
• Sub-exception 12 1702 indicates
no VoIP audio due to a
configuration problem. This is
dependant on the VoIP
integration. Check the
configuration, the forwarding data
passed to the Capture (RCM
logs), the Capture logs, as well as
the forwarding device
configuration. For example, no
audio is received if no or the
wrong forwarding information is
passed to Capture, or if the audio
is not forwarded by the telephony
switch/forwarding device.
13 Screen Logger not Screen logger not Logger is down or network Check the NiceScreen Logger and
responding. responding. issue. ScreenAgent. Check the RCM logs for
errors when calling screen capture to
start record.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
14 Screen recording Screen recording failed. If this appears as e14, check • Sub-exception 14 1002 indicates
failed. the sub-exception ID for more an error was received during
information. screen recording. Either
ScreenAgent was disconnected
from the Interactions Center or
ScreenAgent recording failed.
Partial recording (up until the time
of the error) may be available.
• Sub-exception 14 4 indicates
there was an unspecified failure.
15 Unmapped voice Unmapped voice recording. Problem in the voice channel Switch the logs to DEBUG.
recording. configuration. Check channels configuration. See if
there is a mapping configured for this
call.
Check the RCM logs.
Check what the RCM received in the
Start request.
16 Unmapped screen Unmapped screen recording. The recording request was If the allocation mode is by IP address
recording. received with empty Station or then check if the agent logged in.
IP address (depends on the Check ports. Verify in RCM logs that
screen allocation mode). the start request for recording the
agent's screen contained the screen
agent's IP.
17 Voice recording retry. Recording voice succeeded May be a temporary failure on Check Logger for possible reasons for
only after retry (partial retry). the Logger. temporary failures.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
18 Call Server service Call Server was down during Call Server was down. Check reason for Call Server failure.
shutdown. the call. Collect CLS logs, event viewer and
CPU Performance Monitor.
20 Logger not The Logger did not respond Stop record command arrived No action is needed if there was
responding. to the start record command. before a response for the start indeed a short call; otherwise collect
record request arrived. This CLS and driver log files.
may occur for one of the If the request was for 2 medias, try to
following reasons: understand the recording problem with
• The call was very short (1 the first media.
or 2 seconds). Check the RCM logs.
• The request was for Check the Call Server logs.
2 medias.
• Success in both was
required (usually QA).
• One media failed
immediately.
• Stop record is sent for
both medias.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
23 Call start not Stop record without start Usually happens with very No action is needed if there was
reported. (screen or voice). short calls. indeed a short call; otherwise collect
The request was for 2 medias. CLS and driver log files.
Success in both was required If the request was for 2 medias, try to
(usually QA). One media understand the recording problem with
failed immediately. Stop the first media.
record was sent for both Check the RCM logs.
medias.
Check the Call Server logs.
Or may be an internal
problem.
24 Error in stop record Stop record with wrong ID. Usually happens with very No action is needed if there was
request. No start call request was short calls. indeed a short call; otherwise collect
found with this CLS Call ID. The request was for 2 medias. CLS and driver log files.
Success in both was required If the request was for 2 medias, try to
(usually QA). One media understand the recording problem with
failed immediately. Stop the first media.
record was sent for both Check the RCM logs.
medias.
Check the Call Server logs.
Or may be an internal
problem.
25 Too many requests Too many recording requests May occur due to a problem Collect CLS and driver log files.
for channel. for the same Logger and with the driver or PABX call Check the Call Server logs.
channel (more than 30). reports – calls are not closed.
26 RCM service down RCM was down during the RCM was down. Collect CLS logs, event viewer and
during call. call. CPU Performance Monitor.
Check the RCM logs.
Check the reason that the RCM went
down.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
27 Error on complete The contact started after its Problem in the driver or PABX Check the driver or PABX.
interaction start. segment. call or logout reports. Collect CLS and driver log files.
Check the RCM logs for a long period
in DEBUG mode.
28 No available No available recording Not enough Logger recording See if the configuration meets the site
recording resource. resource. channels. needs. If not change it.
The Resource Call Manager Bad resource management Collect CLS and driver log files.
cannot allocate more configuration. Restart RCM.
resources for this initiator. There maybe a problem with Check the RCM logs.
calls that are not closed and
Could be a problem with the driver or
therefore resources are not
PABX reports.
being freed up.
29 Error on complete Segment was open when the Could be a problem with the Check the driver or PABX.
interaction close. contact closed. drivers or PABX call reports. Collect CLS and driver log files.
30 Time Interval Block dummy call was Call Server restarted. Collect CLS log files.
recording aborted. closed due to a Call Server Check why Call Server was closed.
restart.
31 Client disconnect. Client was disconnected Client was disconnected. Collect CLS log files.
during the open block. Check why the client was
disconnected.
Check the Call Server logs.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
33 Stop on demand not Stop on demand was Stop on demand was No action required.
by initiator. performed on the interaction performed on the interaction
recording by a client who recording by a client who was
was not the recording not the recording initiator.
initiator.
34 Invalid call time Time field was changed by Call Server error. Illegal time Collect CLS log files.
report. the DB Server. Interaction parameters were reported. Check the Call Server logs.
was inserted with time value
lower then 1970. Stop time
was lower than start time.
35 RCM service not The Call Server received a RCM is too busy. Collect CLS logs, event viewer and
responding. timeout error on the request Internal RCM error. CPU Performance Monitor.
to the RCM. Check the RCM logs.
Event caused the RCM not to
respond, for example,
detected many Loggers
initializing.
36 Business data value String field was truncated by Business data length is Collect CLS and driver log files.
too long. the DB Server. Call Server incorrectly specified. Check the maximum business data
sent a string longer than length, change it in the DB and restart
allowed by the DB schema. the CLS.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
37 Failed to record VoIP. Failed to record. Audio not This usually results from a • Run a sniffer to check if packets
found in VoIP recording. failure to sniff VoIP packets by were coming in.
the Logger.
• Collect CLS and Logger log files.
After the Start command to
the Logger, the RCM waits 2.5 • Check for channel mapping
seconds and checks if the failures.
audio packets were received. • Check the RCM logs for the
allocated channel.
• Check the Capture logs.
38 Failed to update Update VoIP (which updates Occurs, for example, when Check that the device in the Update
VoIP data. the IP for an open request the update is for an VoIP sent from driver is mapped.
and its participant) sent by unmapped device or a closed
the Driver failed. request, or because the
update was not received by
the RCM.
39 Complete interaction Split Contact - Segments for Interaction Router could not No action required.
handled on multiple contact handled on more find mapped segment on the
servers. than one Interactions Center. Interactions Center that was
selected for the other open
segment under the same
contact.
40 Recording time Recording Time Mismatch – Problem with integration. Check the Call Server logs.
mismatch. recording time was out of call Calls may be reported late to
time range. the CLS when the system is
under stress.
Exception Short
ID Meaning Possible Cause Recommended Action
Description
41 Unknown Initiator. At the start of the call, the User is not defined under Ensure the user exists and is defined
initiator participant has no UserAdmin. in the DB.
User ID, that is, the User ID
was not found in the
UserAdmin Database.
c. Run a query, where XX is the period in which the exceptions occur, and YY is the
interaction ID:
SELECT * FROM tblExceptionXX
where iInteractionID = YY
b. Note the iLogger, iChannel and time of the recording. This will be used later to
troubleshoot the problem.
4. Depending on the type of recording make a note of the following information.
Table 2-1: Recording Type Information
Trunk/Digital Matrix Trunk number, time slot, Logger, as well as agent and
agent group (for interaction based recording)
Active VoIP (Service Virtual extension, extension associated with the virtual
Observation) extension, Logger, as well as agent and agent group (for
interaction based recording)
b. The following line indicates that the rule engine is checking if the call should be recorded:
18/07/08 16:04:38.317 DEBUG [Command Thread, 5680]:
RecordingDecisions::Selector: Recieved a call for decision: Agent_ID=179389,
Extension=25938, Switch_ID=25, Direction=0, Dnis=17209, Dialed_Num=,
CLI=7172472759 ,BusinessData=
c. One of the following lines appears after the rule check to see if the call matches any of the
active recording rules:
• If the call does not match any of the active recording rules:
18/07/08 16:04:38.317 DEBUG [Command Thread, 5680]: CALLSRVR: No
Recording Command Exist for AgentID 179389, Ext 25938
a. If the call does match one of the active recording rules:
18/07/08 15:58:34.662 INFO [Command Thread, 5680]: Start record Request
to RCM.
b. If the call is not recorded because it does not match one of the active rules, check in Rules
Manager that the Scheduler rule that is recording this agent or group of agents is valid and
active.
6. Connect to the Logger using the Remote Desktop and check if there are any errors (use mstsc
/console and not mstsc). See the High Density Logger Troubleshooting Flow. For the VoIP
Logger, also check the IPCaptureLog.sav file. This contains the first error in the current
session, or if there are no errors in the current session, the first error in the last session when an
error occurred. See the VoIP Troubleshooting Flow.
7. For trunk-side recording:
a. Use the Functional Tester to check the trunk status.
b. If there is a problem with frame loss, trunk not synchronized, etc, use the NiceLog Setup
Tool to solve the problem. See the Using the Nicelog Setup Tool in the High Density
Logger Troubleshooting Flow.
8. For extension-side recording:
a. Make a call from the extension, speak and leave the call open.
b. Use the Functional Tester to check which channel has activity.
c. If the activity is on a channel different to that noted in Step 4, check the channel mapping.
d. If there is no activity, check the Logger. See to the High Density Logger Troubleshooting
Flow.
9. For VoIP recording:
a. Use the Functional Tester to check which channel has activity. If there is no channel
activity, the problem is most likely a VoIP Logger problem.
b. Use the sniffer to check the RTP packets. See Checking the RTP Packets Using the Sniffer
in the VoIP Troubleshooting Flow. If there are packets, check the sniffing NIC
configuration in the Logger IP tool.
c. If there are no packets, troubleshoot the network and environment. See the VoIP Logger
Troubleshooting Flow. In particular check:
• Passive VoIP: Check the mirroring and network topology.
• Active VoIP: Check that the NIC IP is routable from the source IP address, and verify
that the port intervals configured in the Logger IP Tool are open on the firewall for
UDP packets.
10. For Avaya DMCC active VoIP recording:
a. Check in the Observer logs that the virtual extension is registered to the correct extension.
b. If the correct extension was used, run the sniffer to check the packets.
c. If the correct extension was not used, check the configuration.
2. Check the NMS for trap 1023. To find the reason for the failure to insert the record, the
DBSrvr log files (on the Interactions Center in D:\program files\Nice
systems\Interactions Center\BIN\Log\DBServer.log.xxx.txt files) should be backed up
and sent to NICE Customer Support. The metadata for the Call might be inserted into the
database by the TRS (if it exists), but in order to ensure that this is the case, NICE Customer
Support should be consulted.
3. Check in the Driver window that calls are being sent to the CLS by looking for Establish
events.
13699296: [07/21/06 18:37:49]
13699296: DELIVERED TO APPLICATION:
13699296: MonitorCrossRefID 63
13699296: EstablishedEvent ::=
13699296: {
13699296: establishedConnection
13699296: {
13699296: callID 15008,
13699296: deviceID "5204",
13699296: devIDType 0
13699296: },
13699296: answeringDevice
13699296: {
13699296: deviceID "5204",
13699296: deviceIDType 55,
13699296: deviceIDStatus 0
13699296: },
13699296: callingDevice
13699296: {
13699296: deviceID "97228776",
13699296: deviceIDType 55,
13699296: deviceIDStatus 0
13699296: },
13699296: calledDevice
13699296: {
13699296: deviceID "1691",
13699296: deviceIDType 55,
13699296: deviceIDStatus 0
4. Check the Call Server log files (on the Interactions Center in D:\program files\Nice
systems\Interactions Center\BIN\Log\Call Server.log.xxx.txt files) for the call reported
event. For more information on troubleshooting using log files, see the NICE Interactions
Center Troubleshooting Flow.
• Insert Interaction to DB
InteractionData
***********
properties:
========
LocalStartTime = 17/02/2008 13:16:34 . LocalStopTime =
17/02/2008 13:16:39 . GMTStartTime = 17/02/2008 11:16:34 .
GMTStopTime = 17/02/2008 11:16:39 . OriginatorInteractionID =
11269314 .
members:
========
InteractionId : 11269314
interactionOriginalID : 11269314
Duration : 00:00:05
OpenReasonId : 128
CloseReasonId : 128
SwitchId : 1
InitiatorUserId : 10
QATypeId : False
InteractionTypeId : 2
RecordedTypeId : 0
TypeData :
CallInteractionData
***********
properties:
========
members:
========
PbxCallIndex : 11269314
CallDirectionTypeId : 1
CompoundId : 11269311
IsPlaybackCall : False
*********************
IsEvaluated : False
iMediaTypesId : 2
additionalDataCollection[0] : 1
participantsArray[0] :
ParticipantData
***********
properties:
========
members:
========
ParticipantId : 11269312
Station : 1
SwitchId : 1
IsFirstUser : True
IsInteractionInitiator : False
DeviceTypeId : 0
DeviceId : 0
ParticipantTypeId : 1
UserId : 10
*********************
participantsArray[1] :
ParticipantData
***********
properties:
========
members:
========
ParticipantId : 11269313
Station : 144
SwitchId : 0
IsFirstUser : False
IsInteractionInitiator : True
DeviceTypeId : 0
DeviceId : 0
ClientId : 0
ParticipantTypeId : 2
*********************
recordingsArray[0] :
RecordingData
***********
properties:
========
RecordingGMTStartTime = 17/02/2008 13:51:26 . RecordingGMTStopTime
= 17/02/2008 13:51:29 .
members:
========
Logger : 10225
Channel : 5
iMediaTypeId : 2
InitiatorTypeId : 64
InitiatorUserId : 0
RecordingSideTypeId : 3
RecordingRecordedTypeId : 3
RecordedParticipantId : 11269312
TimeDiff : -02:34:50.2600000
WrapupTime : 00:00:00
m_iTransientIndex : 0
*********************
recordingsArray[1] :
RecordingData
***********
properties:
========
RecordingGMTStartTime = 17/02/2008 13:51:26 . RecordingGMTStopTime
= 17/02/2008 13:51:29 .
members:
========
Logger : 10225
Channel : 5
iMediaTypeId : 2
InitiatorTypeId : 64
InitiatorUserId : 0
RecordingSideTypeId : 3
RecordingRecordedTypeId : 3
RecordedParticipantId : 11269313
TimeDiff : -02:34:50.2600000
WrapupTime : 00:00:00
m_iTransientIndex : 0
*********************
*********************
• Insert Contact (If Compound Ended)
ContactData
***********
properties:
========
GMTStartTime = 17/02/2008 11:16:34 . GMTStopTime = 17/02/2008
11:16:39 .
members:
========
ContactId : 11269311
Duration : 00:00:05
OpenReasonId : 256
CloseReasonId : 256
TransferSiteId : 0
TransferContactId : 0
RecordedTypeId : 0
QATypeId : False
DirectionTypeId : 1
IsEvaluated : False
iMediaTypesId : 2
InitiatorSwitchId : 1
InitiatorStation : 1
InitiatorUserId : 10
m_attachedInteractionInfo :
InteractionUpdatableData
***********
properties:
========
members:
========
m_interactionsInfo[0] :
InteractionUpdatableInfo
***********
properties:
========
InteractionId = 11269314 . QATypeId = False . IsOverwrite =
False .
members:
========
*********************
*********************
*********************
Chapter 2: Recording Troubleshooting Flow 63
5. Check the Call Server log files (on the Interactions Center in D:\program files\Nice
systems\Interactions Center\BIN\Log\DBServer.log.xxx.txt files) for the call inserted
event. For more information on troubleshooting using log files, see the NICE Interactions
Center Troubleshooting Flow.
d. Check the Compound ID for this call, by running the following query:
select iCompoundID from tblCallInteractionXX where iInteractionID = 'XXXX'
e. Check how many calls belong to the Compound ID, by running the following query:
select * from tblCallInteractionXX where iCompoundID = 'XXXX'
6. If there are multiple results it means that the compound was wrongly associated with other
calls. Focus on the first call and note the:
Chapter 2: Recording Troubleshooting Flow 67
4. Are there too many TRS calls? Continue with step 15.
5. If there are fewer calls than expected or no calls, check if the CLS/Driver was down for an
extended period while the Logger was recording.
6. If there are fewer calls than expected or no calls, check if the problem is related to specific
Loggers by checking the TRS Interaction Volume by Logger report. If it is a general problem,
continue with Step 9.
7. Check the connectivity between the Loggers and the Interactions Center:
a. Ping the Loggers and Interactions Center.
b. Check if Trap ID 1095 clsTRSFailed QueryLogger or 1096
clsTRSSucceededQueryLogger appears. For further details, see the NMS User's
Guide.
c. Check the TRS logs (on the Interactions Center in D:\program files\Nice
systems\Interactions Center\BIN\Log\TRS.log.xxx.txt files).
d. Check the Logger logs (in D:\NTLogger\logger\log\LogFilex.DAT). See the High
Density Logger Troubleshooting Flow.
8. Check if the problematic Loggers are associated with the same Interactions Center. If the
problem is related to a specific Interactions Center:
a. Check if the NICE CLS TRS service is started.
b. Check the TRS traps. For further details, see the NMS User's Guide.
1089 The TRS service is not running. Check the SNMP messages and
clsTRSisDown Interactions Center Module: the TRS log files and try to
TRS determine the reason that the
service is down.
Check if the service was closed
down manually.
1093 The TRS has failed to execute Check if the SQL Server is up
clsTRSFailed an SQL command. and running. Verify that the
toQueryCLS Interactions Center Module: server machine where the
DB TRS Interactions Center runs has
connection to the server machine
where the nice_interactions
database is installed. Analyze the
TRS log files.
11. Collect the relevant log files using Perform Mate including the Driver, Call Server, RCM,
TRS, DBServer and any problem Logger logs. See the High Density Logger Troubleshooting
Flow and NICE Interactions Center Troubleshooting Flow.
12. Collect the following data tables:
• tblInserterLoggers
IMPORTANT
Any change of parameters should be done ONLY in consultation with NICE Support.
d. For a list of the parameters see the NICE Interactions Center Troubleshooting Flow.
14. Check if the TRS parameters were modified:
a. In Audit Trail create and run the following advanced query.
b. Check if the parameter value has changed, and what the previous and new values are.
Figure 2-11 Audit Trail
16. Switch all log levels (CLS Server, Drivers and Loggers) back to what they were before you
started this troubleshooting procedure.
Contents
Gathering Information
Important issues to consider when troubleshooting for playback misfunction are:
• Is this a new installation? If yes, when was the installation executed?
• Were there any changes to the environment that might have affected the system? If yes, check
these changes first.
• How often does the problem occur?
• Can the problem be retraced? If yes, specify the steps.
• Were the Servers restarted? If yes, did this solve the problem?
1. The user selects an interaction in Business Analyzer (Client) and clicks Play.
2. The Business Analyzer (Client) sends the playback request to the Player.
3. The Player sends the playback request, including the call parameters (site ID, call ID, segment
or complete, user ID of users requesting playback, user ID of the agent to play back) to the
Playback Administration on the Applications Server.
4. The Playback Administration checks the privileges with the User Admin to ensure that the
user is allowed to playback the interaction.
5. The Playback Administration then gathers the interaction data from the Database Server:
• tblRecordingXX
• tblInteractionXX
• tblParticipantXX
4. If the problem is for all calls, see Troubleshooting Playback Problem for All Calls
on page 83.
5. If the problem is for specific calls only, see Troubleshooting Playback Problem for Specific
Calls on page 85
6. If the site is a Multi Data Hub environment:
• Check if the agent and the Logger are located in the same site and physical location.
• Try to playback the call locally. If this works, the problem is most likely a network issue,
for example, timeout, latency, and so on.
7. If you have N+1 or 1+1 the call may be recorded on a couple of Loggers:
• Check where the call is physically located in locatelog.txt. See Example of
Troubleshooting using the Logs on page 108.
• Set the Player Log Level. See Setting the Player Log Levels on page 90.
2. If other users can play back the calls on the same workstation when logging in, check the user
permissions in User Admininstration.
3. Is there anything unique about the calls? (for example, were they all recorded on the same
Logger, or at the same time, or are they recordings of the same agent or phone number).
4. If the problems relate to a specific remote Logger, check for Firewall or network issues, for
example DNS configuration. See High Density Logger Troubleshooting Flow on page 303.
5. If a No Recording Found Message appears for the calls in Player, check the Locate Order.
See Checking the Locate Order on page 94.
6. Check that the Storage Center is archiving. See Checking the Storage Center on page 95.
7. If an error message other than a No Recording Found message appears in the Player, see
Troubleshooting Player Errors on page 96.
8. Troubleshoot using the Playback Administration Service Logs. See Example of
Troubleshooting using the Logs on page 108.
9. If this is an encrypted environment, see Media Encryption Troubleshooting Flow
on page 151.
10. Submit information to NICE Customer Support:
• Dump the Client Memory. See Dumping the Client Memory on page 115.
• Copy the Playlist. See Copying the Playlist on page 114.
• Collect the Server Logs using the NICE Perform Logs Collector Tool. See Collecting
Information Using the Log Collector on page 537.
• Collect the Client Logs using the NICE Perform Logs Collector Tool. See Collecting
Information Using the Log Collector on page 537.
4. In the Master Level and File Level columns, note the current log level for Playback
Administration and Playback Locate.
5. In the Master Level and File Level columns, change the log level for Playback
Administration and Playback Locate to Debug.
6. After troubleshooting ensure that you reset these values according to the values you noted in
Step 4 on page 87.
WARNING
Failure to switch the log levels back to the default values might cause system problems due to a
performance overload.
Playback NiceApplications.Playback.Administration.Startup.exe.
Administration config
Loggers LocateService
PBResourceManager
IMPORTANT
Backup your .config files before editing them.
If you edit the configuration files, ensure that you use a plain text editor such as Notepad without
any options.
DO NOT use text wrap as this will corrupt your configuration file.
In any event, any change of configuration files should be done ONLY in consultation with NICE
Support!!!!.
7. Save and close the .config file. There is no need to restart the Applications Server.
8. After troubleshooting ensure that you reset these values according to the values you noted in
Step 5 on page 88.
WARNING
Failure to switch the log levels back to the default values might cause system problems due to a
performance overload.
IMPORTANT
Failure to switch the log levels back to the default values might cause system problems due to a
performance overload.
IMPORTANT
Failure to switch the log levels back to the default values might cause system problems due to a
performance overload.
• Specific Ports Range - a range between 1024 and 5000 (the minimum range is 11 ports.
For example, 2001 - 2011 inclusive).
3. If the NICE Playback Telephony Services service or the NICE Playback Streaming
service is installed, ensure that all the required NICE updates are installed. Check the
following version numbers:
• NiceApplications.Playback.Streaming.xxx.dll
• NiceApplications.Playback.Telephony Services.xxx.dll
Locate
Description Troubleshooting
Order
No Storage Do not search the Storage Center If there is a Storage Center and this is
Center (there is no Storage Center at the incorrectly configured the calls will not be
site). played back.
Before First, search the Storage Center You will not be able to playback
Source and then search the Loggers. If interactions that are not yet archived to the
Logger most of the interactions in your Storage Center if the Logger that they are
query results are stored on a stored on is down.
Storage Center, this will produce
faster results.
After Source First, search the Logger where You will not be able to playback
Logger the interaction was recorded and interactions that are not yet archived to the
then search the Storage Center. Storage Center if the Logger that they are
stored on is down.
Storage Search only the Storage Center You will not be able to playback
Center Only and not the Loggers. interactions that are not yet archived to the
Storage Center.
Customized You define which Loggers to If a Logger is missing from the customized
Order search, and in what order to order you will be unable to playback those
search them. interactions.
The source and spare Logger will
always be checked first, prior to
this customized order.
3. To further troubleshoot Storage Center problems, see Storage Center Troubleshooting Flow
on page 513.
OK 1 OK. None
Fail -1 General failure. Collect the Player logs and submit them
to NICE Customer Support. Refer to
Collecting the Client Logs using NICE
Perform Logs Collector Tool
on page 113.
Illegal -3 One or more of the input Collect the Player logs and submit them
parameter parameters has an invalid to NICE Customer Support. Refer to
value. Collecting the Client Logs using NICE
Perform Logs Collector Tool
on page 113.
Improper -4 The playback logic is not in a Collect the Player logs and submit them
mode proper mode to perform the to NICE Customer Support. Refer to
requested operation. Collecting the Client Logs using NICE
Perform Logs Collector Tool
on page 113.
End of -7 No more buffers are available Collect the Player logs and submit them
requested for the requested segments. to NICE Customer Support. See the
segment Collecting the Client Logs using NICE
Perform Logs Collector Tool
on page 113.
No packets -8 The segment exists but its Collect the Player logs and submit them
yet (for next requested buffer was not to NICE Customer Support. See
monitoring) found. Collecting the Client Logs using NICE
Perform Logs Collector Tool
on page 113.
Segment -9 The requested segment was Collect the Player logs and submit them
not found not found in the NiceScreen to NICE Customer Support. See
Logger or the Storage Center. Collecting the Client Logs using NICE
Perform Logs Collector Tool
on page 113.
Logger Errors
The following Logger errors may appear in the Player Logs.
Error
Description Action Required
No.
-9 Handler is invalid.
0 Operation successful.
1 Command failed.
Error
Description Action Required
No.
203 Audio Over LAN & Import: No free virtual The Logger has no free connections.
output channel. Each media uses a connection to the
Logger. To check this, wait a while and
then retry playing back the interaction.
Error
Description Action Required
No.
300007 The Storage Center failed to connect Check the Logger where the backup
to a backup device on a Logger. This device is located.
should not be considered an error if
there are no backup devices in the
site.
PlaybackAdministration.txt.x
Playback NiceApplications.PlaybackAdministration.SystemFramework.log
Administration PlaybackRM.txt.x
LocateLog.txt.x
Business NBA.log.
Analyzer NBADefault.log.
at NiceApplications.Playback.MediaSourceAPI.VoiceAPI.GetPacket(Boolean& lastPacket,
Boolean& active, Byte[]& audioBuffer, DateTime& startTime, DateTime& stopTime,
CompressionType& compression, Guid& guid, UInt32& actualDataPosition, UInt32&
actualDataSize)
at NiceApplications.Playback.Streaming.Nice.VoiceMMLServer.GetPacket()
2008-09-25 12:33:05,921 ERROR; [AudioBufferBase.FetchingThreadFunction] screen
GetNextPacket failed at
NiceApplications.Playback.Streaming.Nice.VoiceMMLServer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.AudioFetcher.GetPacket(Boolean&
fetchDone)
at NiceApplications.Playback.MediaServices.Logic.CompressedInBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.CompressedBuffer.Pop()
at NiceApplications.Playback.MediaServices.Logic.AudioBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.AudioBufferBase.FetchingThreadFunction()
2008-09-25 12:33:05,921 INFO ; [AudioBufferBase.FetchingThreadFunction] - m_state changed
to Seek
2008-09-25 12:33:05,921 ERROR; [MMLAPIBase.GetPacket] m_pbLogic.GetNextPacket failed
res = CONNECTIONFAILED
2008-09-25 12:33:05,921 INFO ; [VoiceMMLServer.GetPacket] - screen GetNextPacket failed
at NiceApplications.Playback.MediaSourceAPI.MMLAPIBase.GetPacket(Boolean& lastPacket,
Byte[]& data, tSecuredPacketParams& packetParams)
at NiceApplications.Playback.MediaSourceAPI.VoiceAPI.GetActivePacket(Boolean& lastPacket,
Byte[]& audioBuffer, DateTime& startTime, DateTime& stopTime, CompressionType&
compression, Guid& guid, UInt32& actualDataPosition, UInt32& actualDataSize)
at NiceApplications.Playback.MediaSourceAPI.VoiceAPI.GetPacket(Boolean& lastPacket,
Boolean& active, Byte[]& audioBuffer, DateTime& startTime, DateTime& stopTime,
CompressionType& compression, Guid& guid, UInt32& actualDataPosition, UInt32&
actualDataSize)
at NiceApplications.Playback.Streaming.Nice.VoiceMMLServer.GetPacket()
2008-09-25 12:33:05,921 ERROR; [AudioBufferBase.FetchingThreadFunction] screen
GetNextPacket failed at
NiceApplications.Playback.Streaming.Nice.VoiceMMLServer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.AudioFetcher.GetPacket(Boolean&
fetchDone)
at NiceApplications.Playback.MediaServices.Logic.CompressedInBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.CompressedBuffer.Pop()
at NiceApplications.Playback.MediaServices.Logic.AudioBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.AudioBufferBase.FetchingThreadFunction()
at NiceApplications.Playback.MediaServices.Logic.AudioFetcher.GetPacket(Boolean&
fetchDone)
at NiceApplications.Playback.MediaServices.Logic.CompressedInBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.CompressedBuffer.Pop()
at NiceApplications.Playback.MediaServices.Logic.AudioBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.AudioBufferBase.FetchingThreadFunction()
2008-09-25 12:43:38,843 INFO ; [AudioBufferBase.FetchingThreadFunction] - m_state changed
to Seek
2008-09-25 12:43:38,843 INFO ; [RenderVoiceMediaBase.OnAudioBufferError] - Got buffering
event while playing propogating event
2008-09-25 12:43:38,859 INFO ; [PlaybackController.OnBufferingEvent] - Controller got
Buffering event while playing or seeking 44
2008-09-25 12:43:38,859 INFO ; [PlaybackController.PlayFrom] - PlayFrom 9250
2008-09-25 12:43:38,859 INFO ; [PlaybackController.Seek] - Seek 9250
2008-09-25 12:43:38,890 INFO ; [RenderVoiceMediaBase.GetFreeSpaceSize] - playCursor
151948, LastPlayCursorPosition 135118
2008-09-25 12:43:38,890 INFO ; [RenderVoiceMediaBase.WriteAudioToDSBuffer] - MediaId 1
writeSize 16000 clentBufferLength 16000
2008-09-25 12:43:38,921 INFO ; [PBViewManager.OnBuffring] - [WMS] Buffering Started
2008-09-25 12:43:38,921 INFO ; [ExpandView.OnBuffring] - *** Not Gui thread using
this.Invoke ***
2008-09-25 12:43:38,921 INFO ; [AudioBufferBase.Seek] - Seek m_seekPosition=9250,
m_state=Working
2008-09-25 12:43:38,921 INFO ; [CompressedInBuffer.Seek] - Seek : 9250
2008-09-25 12:43:38,921 DEBUG; [VoiceServer.InternalJumpToPos] - JumpToPos Token 191
startTime 25/09/2008 09:45:13 404 StopTime 25/09/2008 09:47:04 403
PlaybackAdministration.txt
2008-08-24 09:59:04,479 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - : Start
PreparePlayListForInteractions
2008-08-24 09:59:04,479 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - : Create
play list items
LocateLog.txt
2008-08-24 09:59:04,651 [20] DEBUG; [LocateServiceServer.AddRequest] - ADDREQUEST:
Request id:23 LocateOrder = Custom start time: 7/17/2008 8:33:20 AM Milli: 893 stop time:
7/17/2008 8:33:43 AM Milli: 893 for RECORDING ID: 417 interactionId: 326924 serverId:30
siteId: 1
2008-08-24 09:59:04,651 [20] DEBUG; [LocateServiceServer.EnterCheckLoggerState] - The
request 23 for recording Id: 417 interactionId: 326924 serverId:30 siteId: 1 moved to
CheckLogger state
2008-08-24 09:59:04,667 [20] DEBUG; [LocateServiceServer.AddRequest] - ADDREQUEST:
Request id:24 LocateOrder = Custom start time: 7/17/2008 8:33:20 AM Milli: 893 stop time:
7/17/2008 8:33:43 AM Milli: 893 for RECORDING ID: 416 interactionId: 326924 serverId:30
siteId: 1
2008-08-24 09:59:04,667 [20] DEBUG; [LocateServiceServer.EnterCheckLoggerState] - The
request 24 for recording Id: 416 interactionId: 326924 serverId:30 siteId: 1 moved to
CheckLogger state
Chapter 3: Playback Troubleshooting Flow 110
NOTE: Collecting all the necessary information can speed up resolution of a support
case.
Element Description
Item Part of an interaction. There maybe multiple items in an interaction.
Stage Typically an item comprises one stage. An additional stage may be added by,
for example, a conference call.
Time The Start and End time of the stage (Year, Month, Day Hour, Minute, Second,
Millisecond).
Participant A participant in the interaction stage. There will usually be multiple participants.
This includes information:
• Media information including the media type (voice or screen), the media
original location (Logger ID and Channel ID) ,and the Logger token.
• Participant information, including Agent ID, User ID, and Device ID. No
participant information will appear for customers.
Other Troubleshooting
A No recording was found message could be related to activation of CTI Analysis in the
integration. Check the Playback Administration service log file as well as the Business Analyzer
service log file.
This chapter describes common troubleshooting issues for the various archiving methods used
with NICE Perform Release 3.1.
Contents
9. If necessary, use a cleaning media to clean the archiving drive. For a list of supported cleaning
media and how to clean the archiving device, see the Archiving Devices and Media Reference
Guide.
WARNING
If an archiving drive is accidentally cleaned with a spent cleaning cassette, the used-up cassette
will slowly contaminate the drive. The contamination can spread to the archiving medium. The
archiving medium can then contaminate a new archiving drive and cause it to fail.
10. Test the archiving drive using the NICE Test Kit.
a. If you do not have the NICE Test Kit you can download it from ExtraNICE > Services >
Diagnostic Utilities.
b. See the General High Density Logger Troubleshooting Flow on page 304 and the
NICE Test & Recovery Kit User Manual.
c. Use the following tests that run under Windows:
Backup Sony AIT & Checking SONY AIT Root:\Programs\SONY Tape Tool
DDS Tape Tool IDE Backup Devices. for Windows\S.N.dat
Firmware Upgrade for S.N indicates the tape serial
SONY IDE & SCSI number
9. Check the location of the printer sensors and check the label cartridge in the printer.
10. Use the test button on the printer to print a test label.
11. The following are the relevant Media Library tables:
• Nice_admin.tblMLibLoggers
Correct
Wrong
b. Navigate to Windows Settings > Security Settings > Local Policies > Security
Options, and check that the following Policy is disabled: Devices: Restrict CD-ROM
access to locally logged on user only.
NOTE:
• In the Storage Center troubleshooting flow on page 126, SC refers to Storage
Center, as a matter of convenience.
• The main steps for troubleshooting the NICE Storage Center are detailed below. The
1. Set the log level to debug. See Setting the Log Level to DEBUG on page 128.
2. Check if the system is recording.
3. Check if the Storage Center is archiving any calls (See Checking for Archived Calls
on page 129):
• In Business Analyzer run a query and check if the calls are archived.
• Physically check on the Storage Center where the files are archived.
• Use Storage Center Investigator to check the archiving.
• Use Reporter and run the Archiving Coverage Report.
4. If the system is not archiving any calls:
a. Check the connectivity between the Storage Center and Loggers, the Storage Center and
Database Server and the Storage Center and Rule Engine (located on the Applications
Server).
b. Check that the Storage Center ports are open. See the Server Hardening Guide.
c. Check the relevant services on the (for further information on service, see the
Maintenance Guide):
• Check the Storage Center services: LogService, Nice Storage Streaming Service, and
Nice Storage Center Service.
• Check the rule services on the Applications Server: Nice Rule Engine service and
Nice RulesManager Service.
• Check the Nice Playback Administration service.
• Check the SQL Services on the Database Server.
d. Check that active storage rules are defined. In Rules Manager, click Storage and check the
storage rules.
e. Check the storage deletion and retention values. See Checking the Storage Retention
and Deletion Values on page 133.
f. Verify that the Storage Center Database is selected. See Verifying that the Storage
Center Database is Selected on page 133.
g. Check if there is a space problem. See Verifying the Used and Free Space on page 133.
h. Check the Storage Unit maximum threshold configured in System Administrator. See
Verifying the Storage Unit Threshold on page 134.
i. If you need to define more storage space, add another quota unit (under the quota group)
and restart the Storage Center. The Storage Center swaps to the next quota. There is no
need to create a new rule, as this can lead to calls not being archived (from the previous
rule).
j. Check that all the required updates are installed.
k. Check the Locate Order. See Checking the Locate Order on page 94.
l. Check the Playback logs. See Example of Troubleshooting using the Logs on page 108.
m. For playback problems, see the General Troubleshooting Flow on page 81.
5. If the system is not archiving specific calls, check for a pattern and establish which calls are
not being archived:
a. Calls from a specific Logger. See the General High Density Logger Troubleshooting
Flow on page 304 or the VoIP Troubleshooting Flow on page 329.
b. Calls which meet certain criteria, for example, long calls (these may be regarded as
personal calls and excluded via a rule). In this case, update the rule.
c. Calls from new agents. In this case, update the rule.
d. Calls from new extensions. In this case, update the rule.
e. Calls from extensions that have been changed. In this case, update the rule.
6. Check that the storage rule inserts calls. See Checking that the Archiving Rule Inserts New
Calls on page 135.
7. Troubleshoot the storage rules. See Troubleshooting the Archiving Rule on page 135.
8. Check the archiving table in the database. See Checking the Storage Center Archiving
Tables on page 137.
9. Check the relevant logs. See Checking the Storage Center Logs on page 138, Checking the
Nice Storage Streaming Service Logs on page 139, and Checking the Player Logs for
Storage Center Errors on page 139.
2. Change the log level in Nice Storage Streaming Service log files to DEBUG.
a. Navigate to the Nice Storage Streaming Service storage directory and open
Nice.Storage.StorageStreaming.StorageStreamingHost.exe.
b. In the Nice Storage Streaming Service configuration file, change the log Filter attribute to
DEBUG.
c. Save the Nice Storage Streaming Service configuration file.
2. Check the folders on the Storage Center to see if files have been written:
a. The Storage Center contains Storage Groups which are a logical grouping of one or more
Storage Units. Each time you create an archiving rule (via the Rules Manager), you
associate the rule with a Storage Group. The a Storage Unit contains either:
• Directory Per Day: Creates subdirectories under the defined directory path (for each
day of the year).
• Multiple Directories: Creates subdirectories under the defined directory path (based
on the destination type). Files are written to the subdirectories in a cyclic manner:
When one subdirectory reaches full capacity, files are written to the next subdirectory.
b. In the example below, recordings are archived in Directory Per Day storage units,
organized by server name\task name\archiving date.
3. Use Storage Center Investigator to check the archiving. See Using the Storage Center
Investigator on page 109.
4. Check the archiving to the Storage Center. In Reporter, run the Archiving Coverage Report,
and check the Archiving Coverage per Storage Center view.
3. Select a Storage Center or one of its storage areas. The Status window appears.
Maximum Threshold
tblRELocalRuleSchedule.dtLastRunTime
FROM tblRELocalRuleSchedule INNER JOIN
tblREStorageCenterRule ON tblRELocalRuleSchedule.iScheduleID =
tblREStorageCenterRule.iScheduleID
WHERE (tblREStorageCenterRule.iStatus = 1)
A section of the tblREStorageCenterRule table appears below, showing the format of the date
fields.
ID Status Action
0 Not archived yet to Storage Center Check if the Storage Center service is up
file system. and check the Storage Center log files.
ID Status Action
5 Archiving failed to Storage Center Check the Storage Center log files.
file system.
6 Call deletion from Storage Center Check the Storage Center log files.
file system failed.
7 Call was not found in the Logger. Check why the call is not found in the
Logger
ID Status Action
4 Call deleted from ESM. Check the Storage Center log files.
6 Call was not found in the Logger. Check the Storage Center log filesr
Owner Thread ID
2. Track the task snapshots in the log files. Each task snapshot details the current tasks and the
number of elements distributed among Loggers.
Task Name Task ID Rule ID
3. Ensure that the logs do not contain errors relating to the Storage Center startup process.
4. To collect the logs, use the Log Collector. See the Collecting Information Using the Log
Collector on page 537 for further information.
Error
Description Action Required
No.
300007 The Storage Center failed to connect to a Check the Logger where the backup
backup device on a Logger. This should device is located.
not be considered an error if there are no
backup devices in the site.
300008 The Storage Center did not archive or it See the Playback Troubleshooting
had an error in the locate flow. Flow on page 77.
This chapter describes common troubleshooting issues when employing a Multi Data Hub with
NICE Perform Release 3.1.
Contents
Gathering Information
Important issues to consider are:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
Database
• The Admin, Interaction, Audit and Rule databases are mandatory on all Data Hubs.
• The nice_interactions databases are not replicated across Data Hubs.
System Administrator
• Administration updates are blocked when the Primary Data Hub is not available.
• The login mechanism will check login token on all Data Hubs. Users will belong to a specific
Data Hub.
Rule Engine
• All rules are replicated from the Master Data Hub to the Secondary Data Hubs.
• Each local rule engine will handle the local rules.
• Storage Center rules are an exception as they are all stored only on the Master Data Hub. This
means that all Data Hubs operate using the same Storage Center rules.
Business Analyzer
• Public, private and saved items are replicated between all Data Hubs.
• User preferences are local.
• Running a query on Multi Data Hubs:
• The Unified Query engine queries the local Data Hub.
• Each remote Data Hub with agents from the query filter will be also queried.
• All results will be combined into one result.
• Locate
• The Unified Query service will connect all relevant Locate services in all Data Hubs.
• The Locate process looks only in the local Data Hub according to the locate order.
Playback
• Each Data Hub has its own Media Server.
• One or more Playback Servers can be configured in each Data Hub.
Monitor
• User preferences are saved on the local Data Hub.
• Monitor will subscribe to events to the local CLS or remote Monitor service.
Quality Management
• All QM objects (Evaluations, Coaching Packages, Calibrations and Clips) will be saved in the
user's local Data Hub.
• Evaluations on remote calls will be replicated to the remote Data Hubs.
• Form definitions are replicated to all remote servers.
My Universe
• Preferences are stored locally.
Interaction Server
• All recording rules are replicated.
• Only handles local Integrations.
Storage Center
• Tasks are read from the Master Data Hub only.
• Archiving can be done from all Data Hubs.
Checking Connectivity
Check connectivity between sites (PING using IP address and hostname).
Checking Replication
Use the following methods to check replication in Multi Data Hub environments.
NOTE: Only those updates that were installed using an Update Pack appear in the
tblDatabaseHotFix table; updates that were installed manually do not appear.
7. When a Multi Data Hub environment is upgraded, replication should be removed during the
procedures. After the upgrade has been completed, create the replication again. Then test that
the replication is functioning properly.
Troubleshooting Replication
In most problems that deal with replication, the Primary Data Hub is usually updated with
information. If there is a problem updating the Primary Data Hub, the replication itself will not
begin and the problem lies elsewhere. It is therefore important to first verify that the Primary Data
Hub has been updated and only then start troubleshooting replication problems.
NOTE: It is very important not to make "manual" changes to the Secondary Data Hubs
as these will be overwritten when the data is replicated from the Primary Data Hub.
NOTE: You must bring down communication between all the Data Hubs when
upgrading.
Changing Passwords
If the nicesa user password is changed, the replication agents will indicate that the password is not
valid and the replication will not work and must be recreated.
Other Troubleshooting
• A replication error Cannot insert explicit value for identity column in table
'tblColumnInfo' appears. This occurs if the subscription table tblColumnInfo.iColumnId
identity is set to true. To solve the problem set the identity value to False.
• If there is a problem with replication, submit the following log file to NICE Customer Support:
Program Files\NICE Systems\
Applications\ServerBin\NiceApplications.SystemAdministrator.Host.exe.log
This chapter includes tables of trap messages and ScreenAgent Management System (SAMS) log
messages as well as common troubleshooting issues.
Contents
Troubleshooting Workflow
If you experience a problem with Media Encryption follow the steps below to isolate the problem.
1. Change the logging level to ALL. See Changing the Logging Level on page 153.
2. On the Key Storage Manager (KSM), check the connectivity between the Applications Server
and the Database. See Checking Server Connections on page 153.
3. Verify the connectivity between the Logger/ScreenAgent and the KSM on the Applications
Server by pinging the Applications Server.
4. Verify the connectivity between the KSM on the Applications Server and the Cryptographic
Database by pinging the SQL Server which has the NICE Cryptographic Database
(nice_crypto).
5. Use Telnet to check that the Logger/ScreenAgent can reach the Applications Server on port
443.
6. Check the Logger/ScreenAgent. See Checking the Logger/ScreenAgent on page 153.
7. Check the KSM status. See Checking the KSM Status on page 154.
8. If the KSM status is FAILED, verify that the KSM is functioning properly. See Verifying the
KSM is Functioning on page 154.
9. Check the CIM trap messages. See Checking the SNMP Traps on page 154.
10. Check the KSM trap messages. See Checking the SNMP Traps on page 154.
11. Check the client-side logs. See Checking the Client-side Logs on page 156.
12. Check the server-side logs. See Checking the Server-side Logs on page 156.
13. Check for certificate problems. See Checking for Certificate Problems on page 157.
Gathering Information
Important issues to consider are:
1. Is this a new installation? If yes, when was the installation performed?
2. Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
3. How often does the problem occur?
4. Is the problem reproducible? If yes, what were the steps?
5. Were the Servers restarted? If yes, did this resolve the problem?
6. Check if the CimClinet, CimHistory and CimKSM files exist in the C:\document and
settings\all users\application data\Nice\CryptoInfo folder on the Logger/ScreenAgent.
The size of the CimKSM file is 0 KB. If the CimKSM file is not 0 KB, then there is a problem
with the connection between the Logger and the KSM.
4. Click Test to check the KSM status. If the status is Failed, verify that the KSM is functioning
properly. See Verifying the KSM is Functioning on page 154.
NOTE: If you did not replace the name of the local host with the KSM machine name,
the following window appears:
Make sure that you click No. (If you click Yes, the verification process is skipped.)
c. Select Encrypt contents to secure data. If you receive the following error, this
indicates a problem with the site certificate.
Trap Messages
Trap Messages for CIM Module
6143 Cryptographic The file attribute is read only. Change the attribute of the
Information Manager files to read/write.
cannot save encryption The path is C:\Documents
data to a persistent file. and Settings\All
Users\Application
Data\Nice\CryptoInfo.
6145 Encryption is not The encryption is not yet Check the entire encryption
configured in the configured in the system. The components and check that
system. KSM is not yet configured. the KSM is configured
properly.
6146 The Customer has no There is no certificate installed Install the CA root in client
valid certificate for on the client machine. machine.
encryption. (Make sure that the CA is
installed both on current
user and on the local
machine.)
6147 SystAdmin URL There is no SysAdmin in the Run the client installation
registry key is empty. registry – it was not provided in and set the SysAdmin URL.
the client installation.
6148 KSM URL does not The SysAdmin URL is not Check the SysAdmin
exist in the System aware of the KSM URL, database for the KSM URL.
Administrator. therefore when asked for the
KSM URL it returned null.
6149 There is no license for The encryption feature does Check that there is license
encryption in the not exist in the client site. for encryption for the client.
system.
6150 The Logger login token The login token against Check the version of the
is not valid. SysAdmin is invalid probably SysAdmin DLLs in the CIM
because of mismatch between Server - check that this is
DLLs in the CIM server and in the correct version.
the SysAdmin.
5202 The database The database certificate is Call NICE Support Services.
certificate is missing. Therefore, no
missing/corrupted: data encryption or decryption of the
cannot be encrypted data is possible.
encrypted/decrypted.
5206 Database master key Restore procedure of the Check in the nice_crypto
cannot be opened: data database was incomplete: the database, security,
cannot be database master key was not certificate folder, that the
encrypted/decrypted. restored correctly. certificate exists.
Notify NICE Support
Services.
5208 Duplicated GUID was A GUID that already exists. Notify NICE Support
stored to the database. Services.
5209 Failed while writing The KSM failed to write to the Use the Media Encryption
Cryptographic backup file. This could happen branch in order to test the
Information to file. if the KSM application pool user KSM status. KSM also tries
does not have privileges to the to create a file in the
EncryptionBackUpFiles folder. EncryptionBackUpFiles
folder.
5211 Failed while reading a. The KSM failed reading the a. Verify that the KSM
Cryptographic backup file. This could application pool user
Information from file. happen if the KSM has read privileges to
application pool user does the
not have privileges to the EncryptionBackUpFiles
EncryptionBackUpFiles folder.
folder. b. Check which user
b. Can also happen if the file encrypted the file, by
was written and encrypted right-clicking the file >
by a different user (The Properties. Then in the
KSM application pool user General tab, click
was replaced). Advanced > Details.
If the user is not the
current KSM application
pool user, change it to
the user who encrypted
the file, and wait for the
file’s content to be
written to the database.
Problem connecting Network, Server is Verify server is up, IP is ScreenAgent will record
to KSM down, wrong IP, etc. correct, etc. with encryption.
Problem connecting Network, Server is Verify server is up, IP is ScreenAgent will retry until
to SysAdmin down, wrong IP, etc. correct, etc. the operation succeeds.
Encryption not Encryption is not Configure Encryption. ScreenAgent will retry until
configured configured in the operation succeeds
SysAdmin
SysAdmin URL does Enter the SysAdmin URL ScreenAgent will retry until
not exist in the registry. the operation succeeds.
KSM URL does not Enter the KSM URL in the ScreenAgent will retry until
exist registry. the operation succeeds.
No certificate on the Certificate was not Install certificate. ScreenAgent will record
machine installed on the with encryption.
workstation.
• EncryptionBackupFiles folder
• WebService folder
IMPORTANT : Make sure that all permissions are also inherited by sub-folders.
IMPORTANT : Ping the Database Server using the FQDN to verify that it can connect in this
manner before changing the host name.
The FQDN is displayed in the Full computer name field of the Computer Name tab in the
System Properties window. (Right-click My Computer and select Properties to open the
System Properties window.)
To use an FQDN for the KSM Web service and SQL Server:
1. Ping the Database Server using the FQDN to verify that it can connect in this way.
2. From the System Administrator application, expand the Master Site (Primary Data Hub)
branch and select Applications > Application Servers > <name of server where the Key
Storage Manager is installed>.
3. In the Host Name/IP Address field of the Key Storage Manager (KSM), enter the FQDN
instead of the host name.
4. Restart the CIM service on all Loggers and ScreenAgents.
5. Select Database Servers.
The Database Server screen appears.
6. In the Host Name/IP Address field of the SQL database, enter the FQDN instead of the host
name.
7. Restart the SQL Server.
NOTE:
By default, the CryptoInfoData.1.txt file is located at the following path:
...\Program Files\NICE Systems\Applications\KeyStorageManager\WebService\
EncryptionBackupFiles
3. Click Details.
4. The user who originally encrypted the file appears in the Data Recovery Agents For This
File As Defined By Recovery Policy area.
5. If the original user is different than the current user, configure the Key Storage Manager server
with the original user.
6. Restart IIS.
7. Wait for the nice_crypto database to access the CryptoInfoData.1.txt file.
8. Change the original user back to the current user.
Renewing Certificates
Instead of renewing certificates, you need to issue new certificates for the SQL Server and IIS.
To check ScreenAgent:
1. Check if the CIMService.exe service is running.
2. Verify that CIMService.exe service has Local System Account privileges.
3. Verify that the service has privileges to write to the disk.
4. Verify that there is enough space on the disk.
5. Check if the CimClinet, CimHistory and CimKSM files exist in the C:\document and
settings\all users\application data\Nice\CryptoInfo folder on the workstation. The size of
the CimKSM file is 0 KB.
6. Check in the Event Viewer if there are any CIMService error messages. An error with
Source: EFS and Description: EFS recovery policy contains invalid recovery
certification indicates a problem with the site certificate.
c. Select Encrypt contents to secure data. If you get the following error this indicates a
problem with the site certificate.
To ensure a connection between the SQL Server and the Applications Server:
1. Ping the SQL Server from the Applications Server to get its FQDN in the Applications Server.
2. If the FQDN in the Applications Server differs from the FQDN in the SQL certificate, add the
FQDN of the SQL Server to the DNS.
The connection between the SQL Server and the Applications Server is ensured.
This section provides quick solutions for common problems you face when defining Channel
Mapping. The procedures in this section are designed for the seasoned user who is familiar with
the NICE Perform system and the System Administrator application. The procedures in this
section are designed to be directly solve the problem at hand. For complete instructions on using
the System Administrator, see the System Administrator’s Guide.
Contents
Gathering Information
Important issues to consider are:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
For a trunk-side recording environment, add the participant trunk group and participant
trunk number columns in Business Analyzer, and verify which trunk groups and trunk
numbers were assigned to the interactions. Check the mapping for these trunks.
2. Check for a Channel Mapping problem in the logs:
a. Generate a simple test call.
b. Verify that you can see the call in the Interactions Center RCM log files. See the
Interactions Center Installation Guide
3. Check for a Channel Mapping problem by querying the database for Channel Mapping
exceptions:
a. Query the tblInteractionCatalog table to check over what period the calls occur.
b. Get all the exceptions relating to interactions:
SELECT * FROM tblExceptionXX, tblInteractionXX
WHERE
tblExceptionXX.iInteractionID = tblInteractionXX.iInteractionID
c. Get all exceptions relating to recordings:
SELECT * FROM tblExceptionXX, tblRecordingXX
WHERE
tblExceptionXX.iRecordingID = tblRecordingXX.iRecordingID
d. Check the vcExceptionDetail field in tblException.
4. Check for a Channel Mapping problem by checking for exceptions in Business Analyzer.
Select the interaction and click on the Exceptions tab in the Details pane.
• Recording Type: Plain, Time Selective, Dynamic Matrix, Passive VoIP or Active VoIP
5. If you are using dynamic Channel Mapping a recording may fail if there is an attempt to
record more calls simultaneously that there are assigned channels. Depending on your system
you can:
• Buy more channels.
• Ensure in your dynamic mappings that all sources are mapped to more than one Logger.
• For QA recording, try to change your rule percentage/timing.
6. Verify that all ACDs (Hunt Groups), IVRs, and Pickup Groups participating in the call are
mapped to Logger channels.
7. Check that the mapping details match the Logger configuration in the Logger summary file
(\NTLOGGER\CONFIG\summary.txt), for example, total versus interaction-based
recording, the Logger summation support definition (Summed or Co-PABX/Stereo), and so
on.
8. Use the Functional Tester to verify that the channel definitions on the Logger match the
devices that were mapped to the channels, for example, summation and in the mapping and in
the Logger Channel Mapping import file. See the High Density Logger Troubleshooting Flow
and the Channel Mapping Guide for Importing Mapping Definitions.
9. Depending on the integration, check that the mapping is according to the extension number,
MAC #, Device Unique Identifier (DUI) or IP address.
10. Verify that the mapping configuration was updated to the CLS. See the Channel Mapping
Guide.
NOTE: It may take up to 10 minutes for the RCM to apply the configuration when there
are many mappings and Logger channels.
11. Check the RCM logs to verify that the mapping configuration was successfully updated to the
Loggers:
• Check that the mappings have been applied, and that all the relevant change commands
have been sent to the Loggers.
• Search for ERROR/WARN/Exception messages during the execution of the
configuration changes. Otherwise, the only way you will find the errors is when the
mapping does not work, or specific changes are not applied, and you may lose
recordings as a result.
c. Click Dump .
The atomic save (described in Troubleshooting Two Users Updating Channel Mapping
Concurrently on page 184) in a Multi Data Hub environment relies on the Primary Data Hub
being up.
2. In System Administrator > Channel Mapping (for further information, see the relevant
Integration Guide):
a. Define Logger channels
b. Define sources
c. Map channels to sources
d. Update the Interactions Center
3. In the Users Administrator:
a. Add the new agent. See Adding a New User in the Users Administrator Guide.
b. Add the agent to the relevant group. See Adding Group Members in the Users
Administrator Guide.
c. If required, give the user privileges. See Profile Privileges in the Users Administrator
Guide.
4. In the Rules Manager, ensure that the new agent is covered by any relevant rules, for
example, if the agent will be recorded according to a Scheduler rule, or whether the
interactions of the agent’s group will be archived according to Storage rule.
5. Make a test call:
a. Monitor the test call.
b. If the test call does not appear in the Monitor, there may be a CTI Server to Driver
problem, Driver to CLS problem or Interactions Center process problem. See the
Recording Troubleshooting Flow.
c. If the test call appears in Monitor, try to ROD the test call.
d. If the test call is not recorded, check the mapping.
• DO NOT save the files in Unicode as this will cause the System Administrator to crash on
startup.
• In any event, any change of configuration files should be done ONLY in
consultation with NICE Customer Support!!!!
• A backup copy of the nice_admin database (located on the computer where the database is
installed)
• Please point to the relevant times in the logs when the problem can be seen in the logs. Quote
the lines if you can.
• Provide a screenshot of an error if one is displayed.
• Provide Performance Counters of SysAdmin process:
• Private Bytes
• Threads
• Handles
• % CPU
• Page Faults/Sec
• All performance counters under the .Net Memory Category.
• In case of Out Of Memory issues, please provide dump of SysAdmin process.
• In case of Online Configuration Update issues, please also provide full Interactions Center
Logs.
• Provide any other relevant data, for example, memory usage or screen shots.
• Actual behavior
• Actions taken
• Provide specific examples and call details (for example, Interaction ID, Segment ID,
extension number, Agent number, time of the call, relevant DB Records for the call).
• If the issue occurs in specific call scenarios, describe the scenario.
• Does the issue occur in a specific type of call? (for example, only internal calls)
• Complete log files, in debug level (located on the Interactions Center computer, under NICE
Systems > Interactions Center > Log):
• Call Server.log.*.txt
• RCM.log.*.txt
• Complete log files, in debug level, of drivers attached to the Interactions Center.
• Complete log files of Loggers (including capture logs) attached to the Interactions Center.
• All RCM configuration backup files found under NICE Systems > Interactions Center >
Loggers
• Files found under NICE Systems > Interactions Center > bin
• RCM.log.Persistency.soap
• RCM.exe.config
• Please point to the relevant times in the logs when the problem can be seen in the logs. Quote
the lines if you can.
• Provide the following database tables in CSV format (query from before the time the problem
occurred, preferably overlapping with the time in the provided logs):
• nice_interactions
• tblInteraction
• tblRecording
• tblParticipant
• tblException
• nice_admin
• Channel Mapping tables
• The following Performance Counters of the RCM.Exe process:
• Private Bytes
• Threads
• Handles
• % CPU
Troubleshooting Scenarios
Troubleshooting techniques are provided for the following issues which can occur when your
system is up and running.
Error Message appears when Updating Configuration
A New or Modified Mapping Definition Does Not Work
New Channel Mapping Definitions are not Saved
Channel Mapping does not Work!
Channel Mapping in System Administrator Differs from what is in Effect
Channels Definitions: Logger does not Appear
Channels Definitions: Input Channels do not Appear
Source Definitions: Cannot define Virtual Extensions
Source Definitions: Physical Switch does not Appear
Dynamic Mapping: Screen Logger does not Appear
Dynamic Mapping: Virtual Extensions
Deleting or Changing Logger, Switch, or CLS Definitions
Procedure for Reassigning a Logger to a Different CLS
Scenario:
You click Update Configuration and receive an error message, similar to the one below, that
update was unsuccessful.
Solution 1:
1. Check the Network connection between the Applications Server and the Interactions Center.
2. Check the status of the CLS Monitor service on the Interactions Center.
3. Click Update Configuration again.
Solution 2:
Scenario:
You add and/or modify Channel Mapping definitions. Then you click Update Configurations.
One or more of the new or modified mapping definitions does not work.
IMPORTANT
Some configurations require that you restart the RCM to complete the update process. For a
complete list, see the Channel Mapping Guide.
Solution:
What to do:
1. Refresh the screen to see the new changes.
2. Recreate your changes.
See also Channel Mapping does not Work! on page 191.
Scenario:
You open the System Administrator application and view the Channel Mapping definitions. They
appear to be different from what you know to be currently running.
Cause:
Changes were made to the Channel Mapping definitions in the System Administrator and saved.
However, Update Configuration was not applied, so therefore the Interactions Center was not
updated and the new Channel Mapping definitions were not applied.
Scenario 1
Loggers in the Channels Definition branch are identified by their Logger ID, not by the Logger
name that appears in the Organization tree. Verify that you are searching for the Logger ID.
Logger IDs are defined during Logger installation.
Scenario 2
If the Logger is attached to more than one CLS, then it will not appear in the Channel Definition
window. If the Logger is not attached to a CLS, then attach it now.
Scenario:
A Physical Switch is present in the CTI Integrations, but does not appear in the Sources definition
branch.
Solution:
Scenario:
A Screen Logger in your Data Hub does not appear in the Dynamic Mapping branch.
Solution:
Screen Loggers do not need to be defined in the Sources branch. However, you must open their
definition and click Save.
If you... Then...
Delete a Logger definition All channel definitions and mapping configurations for that
-or- Logger are deleted.
Detach a Logger from a CLS Source definitions remain.
Delete a switch definition All Source definitions and mapping configurations for that
-or- switch are deleted.
Detach a CLS from a driver Channel definitions remain.
If you... Then...
Delete a CLS definition • All mapping configurations for that CLS are deleted.
• All Channel definitions for Loggers that were attached to
the CLS are deleted.
• All Source definitions for switches to which the CLS was
attached remain.
Attach a Logger to a second The Logger’s Channel Mapping channel definitions and
CLS after the Logger’s mapping configurations are deleted.
channels have been defined
and mapped.
IMPORTANT
Wait 10 minutes before continuing with this procedure!
7. Select CLS Definitions > CLS Server. Then select the new CLS server and click the
Loggers tab.
8. Move the Logger from the Available Loggers list to the Attached Loggers list. Then click
Save .
9. Select CLS Definitions > Channel Mapping.
10. Define Channel Mapping for the Logger following the regular Channel Mapping procedures.
This section contains troubleshooting workflow for the NICE Perform Application Server,
including solving Desktop problems and troubleshooting Browser problems using Logs. A list of
the services, config and log files is also provided.
Contents
Workflow........................................................................................................................198
Gathering Information ..................................................................................................199
Checking the Basics ....................................................................................................200
Troubleshooting a Communications Failure..............................................................202
Troubleshooting Communications Failure with Importer or Reporter ....................203
Checking the Applications Server Services...............................................................205
Checking the Installation Files ....................................................................................208
Checking the Log Files ................................................................................................209
Solving Desktop Problems ..........................................................................................217
Troubleshooting Browser Problems Using Logs ......................................................237
Solving ActiveX Control Error on the Applications Server ......................................241
Optimizing Client Server Performance .......................................................................242
Optimizing Client Server Performance on Computers without Internet..................244
Solving Email Failure ...................................................................................................246
Troubleshooting Crystal Reports ................................................................................250
Using the Process Explorer Utility..............................................................................251
Using the Desktop Tester.............................................................................................252
Workflow
If you experience a problem with the Applications Server follow the steps below to isolate the
problem.
Gathering Information
Important issues to consider are:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
WARNING
Manually modifying registry settings can cause your system to malfunction. This procedure
should only be done by qualified personnel.
IMPORTANT
Back up your config files before editing them.
If you edit the configuration files, ensure that you use a plain text editor such as Notepad without
any options.
DO NOT use text wrap as this will corrupt your configuration file.
In any event, any change of configuration files should be done ONLY in consultation with NICE
Support!
NOTE: This procedure applies only to NICE Perform systems that use the Language
Pack.
If your NICE Perform system uses a Language Pack, there may be a conflict between the
Applications Server and the Importer and/or Reporter Packages features. To prevent such
conflicts, you must configure the Applications Server to apply the language settings to the default
user profile.
3. In the Default user account settings area, select Apply all settings to the current user
account and to the default user profile.
When you select the checkbox, the Change Default User Settings window appears.
NOTE: If, after changing the language settings, you open the Regional and Language
Options window again, the checkbox appears not selected. However, the language
settings have been changed and are in effect despite the fact that the checkbox is
cleared.
• NICE Monitor Server: Handles all ROD and monitor requests, and communicates with the
Interactions Center (directly to the Call Server).
• NICE Audit Trail Service: Runs the Audit Trail, logging all user and server operations and
functions to the relevant database (nice_audit).
• NICE Coaching Server: Manages all Coaching activity that is created by supervisors and
evaluators that is delivered to Agents (via "My Universe").
• NICE MyUniverse: Manages the My Universe application, and is responsible for collecting
the required information and displaying the relevant components, based on settings defined by
them, and/or their managers.
• NICE Media Server: Relevant to SP3 only. Fetches media from the Loggers and Storage
Center. See the Storage Center Troubleshooting Flow.
• NICE Playback Resource Manager: Relevant to SP3 and SP4 only. Manages the state of
each of the ICB (Instant Callback) resources, for example, ports configured for ICB, and so
on, and displays an error if no resources available. See the Playback Telephony Server
Troubleshooting Flow.
• NICE Playback Administration: Relevant to SP4 and 3.1. Builds the play list. In SP4,
replaces the NICE Media Server. In 3.1 this service incorporates the NICE Playback Resource
Manager service and NICE Locate service functionality.
• NICE Playback Streaming: Relevant to SP4 and 3.1 only. Ensures that the media is
delivered to the NICE Player (according to the configuration in the System Administrator).
• NICE Evaluations Form Server: Creates evaluation forms and the evaluations themselves,
as well as runs the Form Designer and Evaluator.
If the NICE Reporter is running on the Applications Server, the following services will also be
running:
• NICE Reporter Engine: Executes reports and allows the Reporter application to run.
• NICE Reporter Scheduler: Searches the DB for any active report schedules and, at the
scheduled times, sends a request to the Reporter Engine to run the report(s).
• Crystal Report Application Server: Must be running on the Reporter server. This is a
third-party program that NICE Perform uses as its underlying reporting technology.
NOTE:
The NICE Reporter usually runs on the Data Mart.
2. Open Control Panel > Administrative Tools > Local Security Policy.
3. Expand Local Policies > User Rights Assignment > Log on as a service.
4. Verify that user used to run the service has this permission.
• Desktop: Contains, among other things, ASPX files for the login page.
• Client Side Applications: Contains all installations files for client side applications (Player,
ROD, setsecurity.exe and so on).
• KeyStorageManager: Contains the Key Storage Manager Web service assemblies and log
files.
WARNING
Failure to do so may cause system problems due to a performance overhead.
Each Logger includes several appendices, that is, the types of log file output:
Application Y NiceApplications.SystemAdministrator.Host.exe.config
Messages <logger name="NiceApplications.ApplicationMessages">
Branches Y NiceApplications.SystemAdministrator.Host.exe.config
<logger name="NiceApplications.Branches">
Business NiceApplication.UnifiedQuery.host.exe.config
Analyzer
Coaching Y NiceApplications.CoachingTool.Host.exe.config
NiceApplications.CoachingTool.Host.vshost.exe.config
Importer Y NiceApplications.SystemAdministrator.Host.exe.config
<logger name="NiceApplications.Importer">
Interactions NiceApplications.SystemAdministrator.Host.exe.config
Server Plugin <logger name="NiceApplications.CLSPlugin">
Locator NiceApplications.UnifiedQuery.LocateService.LocateServiceHost.
exe.config
Monitor NiceApplications.Monitor.Server.ServerStartup.exe.config
NiceApplications.Monitor.Server.ServerStartup.exe.config
MyUniverse Y NiceApplications.MyUniverse.Host.exe.config
NiceApplications.MyUniverse.Server.ServerStartup.exe.config
Playback NiceApplications.Playback.Administration.Startup.exe.config
Administration
Relevant to SP4 and
3.1 only
Playback NiceApplications.Playback.ResourceManager.RMServerStartup.e
Resource xe.config
Manager
Relevant to SP3 and
SP4 only
Playback NiceApplications.Playback.Streaming.Encoder.exe.config
Streaming NiceApplications.Playback.Streaming.Startup.exe.config
Relevant to SP4
and 3.1 only.
Retention Y NiceApplications.RetentionService.Host.exe.config
Service
System Y NiceApplications.SystemAdministrator.Host.exe.config
Administrator <logger name="NiceApplications.SystemAdministrator">
System Y NiceApplications.SystemAdministrator.Host.exe.config
Administrator <logger name="NiceApplications.SystemAdminSNMP">
SNMP
Users Y NiceApplications.SystemAdministrator.Host.exe.config
Administrator <logger name="NiceApplications.UsersAdministrator">
IMPORTANT
Backup your config files before editing them.
If you edit the configuration files, ensure that you use a plain text editor such as Notepad without
any options.
DO NOT use text wrap as this will corrupt your configuration file.
In any event, any change of configuration files should be done ONLY in consultation with NICE
Support!!!!.
5. Set the debug level, by changing the values on both Level and Threshold to be defined as
ALL.
6. Save and close the config file. There is no need to restart the Applications Server.
7. After troubleshooting ensure that you reset these values.
WARNING
Failure to do so may cause system problems due to performance overhead.
Analytics NiceApplications.ClearSightApp.txt
Application NiceApplications.ApplicationMessages.log
Messages
Branches NiceApplications.SystemAdministrator.Branches.log
Business NBA.log
Analyzer NBADefault.log
Coaching CoachingHostLog.txt
Encryption NiceApplications.EncryptionPlugin.log
branch (System
Administrator)
Evaluation EvaluationFormsLog.txt
Forms
Importer NiceApplications.Importer.log
Insight NiceApplications.InvestigationsApp.txt
Manager
(Investigations)
Interactions NiceApplications.CLSPlugin.log
Center - CLS
branch (System
Administrator)
License NiceApplications.LicenseManager.log
Manager
Location NiceApplications.LocationService.log
Service
Locator Locator.log
Monitor MonitorLog.txt
monitorDefaultLog.txt
MyUniverse MyUniverseApp.txt
MyUniverse MyUniverseBasicPlugin.txt
Playback PlaybackAdministration.txt
Administration NiceApplications.PlaybackAdministration.SystemFramework.log
Relevant to SP4
PlaybackRM.txt (3.1 only)
and 3.1 only
LocateLog.txt (3.1 only)
Playback ResourceManagerDefaultLog.txt
Resource ResourceManagerLog.txt
Manager
Relevant to SP3
and SP4 only
Playback NiceApplications.Workflow.Log
Organizer
Playback NiceApplications.PlaybackStreaming.SystemFramework.log
Streaming PlaybackStreaming.txt
Relevant to SP4
and 3.1 only
Playback NiceApplications.PlaybackPlugin.log
branch (System
Administrator)
Reporter ReporterBin\ReporterManager.txt
ReporterBin\ReporterEngine.txt
ReporterBin\ReporterSchedulerLog.txt
The Reporter application also includes logs within the application itself.
The log provides information regarding the execution of reports. You can
also export it to csv format.
To view the Reporter logs:
1. In Reporter, click Administration.
2. Click Log.
3. Click Export to save the log files as a csv file.
Retention RetentionService.log
Service
System NiceApplications.SystemAdministrator.Host.exe.log
Administrator NiceApplications.SystemAdministrator.SystemFramework.log
System NiceApplications.SystemAdministrator.SNMP.log
Administrator
SNMP
2. Check if the Applications are running under the internet zone. See Verifying the Applications
are Not Loaded under the Internet Zone on page 228.
3. On the Workstation, run SetSecurity.exe with the correct URL. Verify that the URL you
entered is the same one used in the browser.
4. Clear the browser download cache:
a. Close all open Internet Explorer Browser windows. If these are left open, an error may
occur when clearing the cache.
b. Right-click on the Internet Explorer icon, click Properties (in Internet Explorer 7.0
click Internet Properties and then click Delete), click Delete Files and then click OK.
-or-
Open the Run window and run gacutil.exe -cdl.
c. Verify that Download cache deleted successfully appears. If an error occurs, ensure
that all browser windows are closed, and repeat Step b.
TIP:
gacutil.exe can be found in either of the following locations:
C:\WINDOWS\Microsoft.NET\Framework\<.NET version>
C:\Program Files\NICE Systems\Applications\Tools
You can drag-and-drop the file into the Run window.
d. In Internet Explorer enter the URL again. Verify that you are entering the server name
correctly. (URL format is: http://ServerName/Nice).
5. Verify/set the security manually. See Set Security Manually on page 222 or Set Security
Manually Using Caspol on page 224.
6. From Release 3.1:
a. Verify that .NET 2.0 is installed on the machine.
NOTE:
The iexplore.exe.config file typically does not exist. This is not a problem.
c. Either update the file and remove the commenting, or delete the file.
6. Click OK.
7. Click OK.
8. No restart is required.
IMPORTANT
If there is more than one version of .NET Framework installed on your computer, be careful to
select the relevant .NET Framework version.
2. In the tree, navigate to the following branch: Runtime Security Policy > Machine > Code
Groups > All_Code > NICE Perform Code Group.
3. Right-click NICE Perform Code Group and click New.
5. Click Next.
6. From the Choose the condition type for this code group drop-down list, select Site.
7. In the Site name field, enter a relevant name.
8. Click Next.
NOTE:
If there is more than one version of .NET Framework is installed on your computer, run
this script for each version.
• The machine is not configured to work with ASP.NET 2.0 (from NICE Perform Release 3.1)
e. Click OK.
f. Click Next.
2. From NICE Perform Release 3.1, verify that ASP.NET 2.0 is configured on the IIS:
a. Select Start > Settings > Control Panel>Administrative Tools>Internet
Information Services (IIS) Manager.
b. In the tree, right-click Web Sites > Default Web Site, and select Properties.
c. Click the ASP.NET tab.
d. Ensure that the ASP.NET version is set to 2.0.50727. If not, select 2.0.50727.
e. Click OK.
f. If the ASP.NET tab is missing from the properties window, or the ASP.NET version
drop-down list does not include version 2.0.50727, the ASP.NET for .NET
Framework 2.0 is not configured. In this case, register ASP.NET 2.0 on the IIS:
• Open the command window (Select Start > Run… then enter cmd in the Open field
and click OK).
• In the command window, navigate to the .Net framework 2.0 directory, located
under windows installation dir in the following path:
C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727
• Type aspnet_regiis.exe -i and press <Enter>. The system will install the
ASP.NET 2.0 and register it on the IIS.
• Wait until the command finishes, go back to the IIS manager and make sure that the
ASP.NET tab is added and version 2.0 has been selected on the combo box (as
mentioned above).
Verifying the Applications are Not Loaded under the Internet Zone
Verify that the NICE Perform application is not loaded under the Internet zone on your Internet
Explorer window.
To verify the applications are not loaded under the Internet zone:
1. Log in to NICE Perform.
2. Verify that Local Intranet or Trusted appears in the right side of the status bar (and not
Internet).
4. In the Add this Web site to the zone field, enter your server name in the following format:
http://ServerName
5. Click Add.
6. Clear the Require Server verification checkbox.
7. Click OK.
Chapter 8: Applications Troubleshooting Flow 228
8. Restart your computer, open Internet Explorer window, and enter the URL again. Verify that
you are entering the server name correctly. (URL format is: http://Server Name/Nice).
• Non-Paged Pool Memory Leak Problem (see Non-Paged Pool Memory Leak Problem
on page 233)
c. Clear Enable rapid-fail protection (this should only be used for an interim period until
the source of the problem is identified).
5. Click OK.
3. Click Properties.
4. In the General tab, click Configure, and then click the Power Management tab.
5. Click the Power Management tab and clear all checkboxes. (This is the first location to
check. Some NICs might not have this tab.)
6. Click the Advanced tab. Browse through the Property list and determine if there is a property
for power management. Disable it. (This is the second location to check. Some NICs do not
have a property for power management listed here.)
7. Click OK.
NOTE:
This path may contain hidden folders.
Desktop DesktopLog.txt
2. Right-click on the Default Web Site, select Properties and click the Web Site tab.
-or-
Select Start > Settings > Control Panel > Administrative Tools > Event Viewer.
2. Check for the following types of errors:
• W3SVC worker process errors, for example, ASP.NET reports an unhealthy status
Deadlock detected.
• .NET runtime errors, for example, FatalExecutionEngineException.
• ASP.NET errors, for example, side-by-side not supported within single AppPool and
ASP.NET state server communication errors.
• To check for a problem with the IIS AppPool, identify logon issues by looking for
W3SVC Warnings under System .
WARNING
Manually modifying registry settings can cause your system to malfunction. This procedure
should only be done by qualified personnel.
Setting Value
3. Click OK.
2. On the General tab, in the Temporary Internet files area, click Settings.
• In the Temporary Internet files folder area, in the Amount of disk space to use field,
enter 100.
4. Click OK.
5. Click the Advanced tab.
6. Browse to the Security section and clear Empty Temporary Internet Files folder when
browser is closed.
7. Click OK.
127.0.0.1 crl.verisign.com
127.0.0.1 CSC3-2004-
crl.verisign.com
NOTE: The server names may change if VeriSign updates their server names.
3. Browse to the Security section and clear Check for publisher's certificate revocation.
NOTE:
Clearing Check for publisher's certificate revocation has a security impact as the
revocation phase is skipped and is not recommended.
4. Click OK to close the Internet Options window.
b. In the General tab, in the IP address drop-down list, confirm that (All Unassigned) is
selected.
c. Click the Access tab. Then click Relay and select All except the list below.
d. Click OK.
f. Verify that:
• The Fully-qualified domain name is defined correctly.
• The Smart host text field displays the name of the SMTP server of your organization,
in the format MyExchange.Domain.com.
g. Click OK.
Troubleshooting SMTP
Check that the SMTP logging is enabled and review the logs.
To troubleshoot SMTP:
1. In the Event Viewer, look for SMTP service messages under the Application Log and for
relevant messages under the Security Log.
2. Navigate to the following folder and verify that it does not contain any email messages:
C:\Inetpub\mailroot\Queue.
3. If there are email messages in this folder, this is due to either the SMTP configuration, or an
antivirus issue (known issue). To remedy the antivirus issue, for example, for Norton
AntiVirus:
a. From the Start menu, select Programs > Symantec Client Security > Symantec
Antivirus > Configure > Internet Email Auto Protect.
4. From the Start menu, select Run. In the Run window, enter inetmgr.
5. Right-click Default SMTP Virtual Server and select Properties.
7. Select Turn on DEP for all programs and services except those I select.
8. Select crystalras.exe.
9. Click OK to close the Performance Options window.
10. Click OK to close the System Properties window.
This chapter describes some of the most common problems that may arise during and after
installing the NICE Perform databases, and offers probable solutions.
IMPORTANT
These procedures must be perform only by authorized personnel. For full assistance, contact
NICE Systems Customer Services.
Contents
General Considerations
Before attempting to troubleshoot any database problems, it is advisable to consider the issues
listed below. These will better enable you to analyze your problems and determine if the issues are
indeed related to the database.
• Is this a new installation or an upgrade of an existing system?
• For new installations, when was the installation performed? How long after the
installation did the problems appear?
• For upgrades, when was the upgrade performed? Did the problems arise before or after the
upgrade?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur? Are the circumstances similar?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
1. In the System Administrator, navigate to Master Site > Database Servers > Databases and
verify that all five mandatory databases are selected:
• nice_admin
• nice_audit
• nice_ca
• nice_interactions
• nice_rule
2. In addition, verify that all the optional databases that are supposed to be installed at your site
are also selected.
-or-
3. Right-click the database and select Reports > Standard reports > Disk usage. The usage is
displayed graphically and indicates both the Data files and the Log files separately.
-or-
4. Use the Nice DBSpace utility to check the database space (see Using the NICE DBSpace
Utility on page 278).
-or-
5. In the NICE System Administrator, navigate to Master Site > Database Servers >
Databases and select each database to see the used and free space percentages.
-or-
6. Use Nice DBSpace to check the database space.
4. The domain account and the domain user appear in the This Account field.
3. All domain users defined with Log on as a service policy are listed. Verify that the domain
user that appears in Figure 9-2 appears in the list.
-or-
2. In Windows Explorer:
a. Navigate to the SQL Server installation folder.
b. In the right-click menu, select Properties.
c. Click the General tab.
d. Click Advanced.
Figure 9-6 Advanced Attributes Window
Object Counters
Processor %Processor Time
Memory Pages/sec
PhysicalDisk %Disk Time
Avg Disk Queue Length
Avg Disk Write Queue Length
Avg Disk Read Queue Length
Disk Read/sec
Disk Write/sec
SQL Server:BufferManager Buffer catch hit ratio
Page life expectancy
SQL Server:MemoryManager SQL Cache Memory
Total Server Memory
a. From the Performance Object drop-down list, select the object listed in the table.
b. Select Select counters from list and select the counter corresponding to that object in
the table above.
c. Select All instances if it is enabled.
d. Click Add.
The object you selected is added to the Performance chart.
4. Click Close.
k. Select Greater than or equal to and enter a value. A value of 1000 milliseconds, for
example, would cause the filter to show only those queries that take longer than one
second to run.
l. Remain in the Events Selection tab of the Trace Properties window, and scroll up to
Security Audit.
m. Clear Audit Login and Audit Logout.
n. Click Run to run the trace.
The SQL Server Profiler enables you to view the trace data. Only information satisfying
the filter is captured.
-or-
2. To check consistency and integrity for different tables and databases, in the SQL Query
Analyzer, run the following commands:
a. To check database consistency, run the following query using the following syntax:
dbcc checkdb (database name).
b. To check the tables, run the following query using the following syntax:
dbcc checktable (table name).
c. To check table index fragmentation, run the following query using the following syntax:
dbcc showcontig (<table name>) with all_indexes.
Verify that the value for Scan Density [Best Count:Actual Count] is greater than 60%.
-or-
3. Use Nice Performance Collector to check the performance. See Checking Performance
Using the NICE Performance Collector on page 274.
NOTE: Only those updates that were installed using an Update Pack appear in the
tblDatabaseHotFix table; updates that were installed manually do not appear.
-or-
7. When a Multi Data Hub environment is upgraded, the replication is automatically removed
during the procedures. After the upgrade has been completed, create the replication again.
Then test that the replication is functioning properly.
-or-
3. Check if the source of the problem is the cassette as follows:
a. Check that there is a DAT/AIT cassette in the tape drive.
b. Check that the cassette is not in write-protect mode.
c. Check that the cassette is not corrupted.
-or-
4. Connect to the SQL Server Management Studio:
a. Navigate to SQL Server Agent > Jobs.
b. Select the desired job and select View History in the right-click menu.
-or-
5. Run the job again:
a. Right-click the job and select Start Job.
b. Wait until the job finishes and check if the backup succeeded.
-or-
6. Check if the source of the problem is the tape driver:
• Open the operating system backup program and try to backup a file to the tape drive. If
you succeed, the tape driver is working properly and the reason for the failure is not the
tape.
-or-
7. Connect to the SQL Server Management Studio:
a. Select the nice_admin database.
b. In the right-click menu select Tasks > Back Up.
c. Configure the destination to be a local file on the hard disk and try to backup the database.
If the backup succeeds, then the problem is not in the database.
-or-
8. Verify that the total database space used does not exceed the cassette capacity, as indicated in
the following table:
Cassette Type Capacity
DAT DDS2 4 GB
DAT DDS3 12 GB
DAT DDS4 20 GB
AIT1 35 GB
AIT2 50 GB
DAT72 72 GB
DVD Panasonic 9576 9.4 GB (double-sided)
5. In the Initial Size column, click inside the cell for either the data file or the log file.
6. Enter the desired size for the database.
7. Click OK.
4. In the SQL Server field, enter the SQL Server name or the IP Address.
5. Select the authentication method you are using.
6. Click Get Data/Log Drive.
The program automatically detects the location of the data and log files and enters them in the
respective fields.
7. In the Destination Folder field, define a location for the files which the Nice Performance
Collector creates.
8. In the schedule area, define a start and stop time.
9. Click Start.
Two files are created, one for counters and one for SQL Profiler.
Defining Autogrowth
To define autogrowth:
1. Open the Microsoft SQL Server Management Studio.
2. Under Databases, select the database for which you want to define the autogrowth.
Figure 9-14 Microsoft SQL Server Management Studio
Autogrowth
Parameters
Buttons
5. In the Autogrowth column, select either the Data file or the Log file and click the
corresponding Autogrowth Parameters button.
6. The Change Autogrowth window appears.
Figure 9-16 Change Autogrowth Window
IMPORTANT
You must run the DBSpace utility locally. Therefore, before running the DBSpace utility, you must
copy it to the NICE Perform server(s) on which the NICE Perform databases are installed.
Database Status
Area
4. In the SQL Server field, enter the SQL Server name or the IP Address, or select the SQL
Server from the drop-down list.
Select either Use Windows Authentication or Use SQL Authentication. If you selected
SQL Authentication, enter your SQL Server Login name and the SQL Server password in the
Login and Password fields respectively.
6. In the Data/Log tab, select either Data to see the status of the SQL Server data files or Log to
see the status of the SQL Server log files.
The DBSpace utility displays the following:
Area Status
Low Space Databases Lists all databases in which the amount of free space
is less than 20%, and the percentage of the remaining
free space.
Drive Status Area Displays the amount of used space (displayed in blue)
and free space (displayed in green) on the drive on
which either the Data files or the Log files are located.
Databases Status Area Displays the amount of used space (displayed in blue)
and free space (displayed in green) in each database
in the NICE Perform Database Suite. The status of
each database is displayed both as a table and a
graph.
TIP: Use the scroll bar under the table to display the
portion of the table not visible.
NOTE: The DBSpace utility does not display the status of the databases in real time.
To refresh the display, click the Connect button.
10. The Predict table gives an estimate of how much time remains until each of the listed tables
reaches full capacity. The calculations are based on the parameters listed at the top of each
column.
11. Click the Activity tab.
12. In the Refresh Rate drop-down box select the desired number of seconds and click the Start
button.
To see the most relevant connections of any of the databases, click the desired database. To see
all the connections of that database click the Show All button.
IMPORTANT
You must run the DBAgnose utility locally. Therefore, before running the DBAgnose utility, you
must copy it to the NICE Perform server(s) on which the SQL Server is installed.
3. In the SQL Server field, enter the SQL Server name or the IP Address, or select the SQL
Server from the drop-down list.
Select either NT Authentication or SQL Authentication. If you selected SQL
Authentication, enter your SQL Server Login name and the SQL Server password in the
Login name and Password fields respectively.
5. The DBAgnose utility displays the status of each SQL Server configuration.
IMPORTANT
Some of the displayed configurations may not be applicable to the database migration, and you
may be able to successfully conclude the migration procedures despite some warning or even
error messages. For details or assistance contact NICE Systems Customer Services.
NOTE: You can save the results by clicking the Save Results button. You can then
print them out or email them to NICE Systems Customer Services.
TIP: For a detailed description of each configuration, place your cursor at the beginning
of the row; a pop-up window appears displaying the details of that configuration.
Recreating Links
This section provides a review of some information that will aid the installer in understanding the
Customer Feedback workflow.
Also provided is a workflow recommending how to proceed when troubleshooting a Customer
Feedback system.
Contents
General Information
The following information is made available to help the installer troubleshoot the NICE Customer
Feedback system. For additional tips, see Troubleshooting Customer Feedback on page 294.
For NICE Customer Feedback to function properly, certain information must be made available
from the PBX.
To bind a call to a survey, the Telephony Services must receive a call event from the CLS (CAPI).
In order to receive the events, the Feedback extensions must be monitored by the drivers.
In most cases, the Telephony Services uses the Compound ID of the call to identify its previous
segments (segments that have the same Compound ID). It then binds the survey to one of
segments, choosing either the first or last segment, according to the Feedback configuration in the
System Administrator.
For Avaya Automatic Routing, the Telephony Services cannot use the Compound ID since the
Feedback call and the previous calls have different Compound ID values. In this case, the
Telephony Services uses the Avaya UCID value to bind the calls. It is important that the PBX
reports the UCID to the driver and that the CLS reports the UCID in its events table.
Environment Setup
• By Call Data - in the Surveys tab of the Telephony Services > Server > Feedback branch,
surveys must be attached to a DTMF for Avaya Automatic Routing or the DNIS number for
Manual Transfer.
Figure 10-2 System Administrator - Feedback Branch, Surveys Tab
1 Surveys are not The survey was done correctly. In the Database table Make sure there is an agent defined
assigned to an agent in tblPbsNifSurveyResult there are values in the in the Users Administrator, and that
the Business Analyzer iCompundID and iInteractionID, however the iUserID field the agent identity (agent ID or
Feedback. is set to -99. extension number) matches the
parameters of the call that preceded
the survey.
In the following line, taken from the
log, the agent should be either
associated with extension 40005 or
agent ID 46149:
INFO ; [CapiServer.HandleEvent] – internal
participant: agentId=’46149’
IsInteractionInitiator=False PhoneNum=40005
UniqueDeviceID=
2 An error message The call will be disconnected by the Telephony Services and A prompt file is missing. A new
“Prompt file is missing” there will be a new record for the survey in the database. prompt file must be recorded using
is played at the The value of fltSurveyScore field depends on the total weight the Prompt Recorder.
beginning of, or during of the questions answered. If the total weight is above the
a survey. minimum weight, the actual score will be saved. Otherwise, the
value will be -1.
3 Surveys can be viewed A record exists in the database table The UCID is not reported to the driver
in the Business tblPbsNIfSurveyResult. The iCompoundID field contains a by the PBX. The PBX should be
Analyzer Feedback, value but the nvcUCID, iInteractionID and iUserID are configured to pass this value.
but they are not empty.
attached to any Furthermore, a search for interaction in the
interactions. vwCallInteraction with the iCompoundID value returns an
interaction which has a blank
vcPBXUniversalCallInteractionID.
4 Surveys can be A record of the call appears in the database table The Feedback extensions are not
viewed in the tblPbsNifSurveyResult. However the fields nvcDNIS, nvcUCID, monitored by the driver. In this case
Business iCompoundID, iInteractionId, iUserID and iSwitchID have no CAPI event is received by the
Analyzer empty values. Telephony Services.
Feedback, but The following messages can be found in the Telephony Services log: The Feedback extensions should be
they are not INFO ; [CFBasicActivity.OnHasNextQuestion] – Line[1] Quit questions loop added to the monitored devices list in
attached to any … the Integrations branch of the
interactions. WARN ; [TelephonyManagerService.GetCapiInformation] – Line[1] No CAPI System Administrator application.
interaction was found
5 Surveys can be A record of the call appears in the database table Feedback ports are configured in the
viewed in the tblPbsNifSurveyResult. However, the fields nvcDNIS, nvcUCID, Telephony Services branch of the
Business iCompoundID, iInteractionId, iUserID and iSwitchID have System Administrator with an
Analyzer empty values. incorrect extension number.
Feedback, but The following messages can be found in the Telephony Services log
they are not at the start of the survey:
attached to any INFO ; [CapiServer.HandleEvent] – Received event:
interactions. CLS_START_CALL_EVENT
INFO ; [CapiServer.HandleEvent] – internal participant: agentId=’46150’
IsInteractionInitiator=False PhoneNum=40008 UniqueDeviceID=
The following messages can be found in the Telephony Services log
at the end of the survey:
INFO ; [CFBasicActivity.OnHasNextQuestion] – Line[1] Quit questions loop
…
WARN ; [TelephonyManagerService.GetCapiInformation] – Line[1] No CAPI
interaction was found
The phone number in the log file (in this case 40008) is not the
extension number configured in the System Administrator for the line
(in this case 1).
6 Survey is not The call is routed to the Telephony Services but the server The Telephony Services cannot find
loaded. Feedback immediately hangs up the call. There is no record of the call in the the received DTMF in the System
call is immediately database. In the log file the following lines will appear: Administrator’s configuration.
disconnected. INFO ; [TelephonyManagerService.GetSurveyIdByLoadInfo] – Line[2] Get survey ID In Avaya Automatic Routing, the
by load information [Load by DTMF] received DTMF is the VDN that
INFO ; [TelephonyManagerService.GetSurveyIdByLoadInfo] – Line[2] DTMF initiates the Feedback call.
sequence 48016
INFO ; [TelephonyManagerService.GetSurveyIdByLoadInfo] – Line[2] No survey
A DTMF routing should be added to
ID was found the Survey Assignments tab of the
Feedback branch in the System
Administrator with the received
DTMF sequence.
7 Survey is not After the call was transferred to the Feedback extension, there is The Feedback extensions are not
loaded. silence for 15-20 seconds and then the line is disconnected. No data monitored by the driver. In this case a
Feedback call was saved in the database. CAPI event is not received by the
is In the log, CAPI information is not received: Telephony Services.
disconnected The Feedback extensions should be
INFO ; [CFMainWF.OnIsCtiInfoLoadType] – Line[1] Survey load type is
after more than CTI_INFORMATION added to the monitored devices list in
15 seconds. … the Integrations branch of the System
INFO ; [TelephonyManagerService.GetCapiInformation] – Line[1] Wait for CAPI start Administrator.
call, 15 seconds left
INFO ; [TelephonyManagerService.GetCapiInformation] – Line[1] Wait for CAPI start call,
14 seconds left
…
INFO ; [TelephonyManagerService.GetCapiInformation] – Line[1] Wait for CAPI start call,
1 seconds left
WARN ; [TelephonyManagerService.GetCapiInformation] – Line[1] No CAPI
interaction was found
8 Survey is not After the call was transferred to the Feedback extension, there is If CAPI events are constantly received
loaded. silence for 15-20 seconds and then the line is disconnected. No data but for a different extension, the
Feedback call was saved in the database. Feedback ports are configured in the
is In the log, CAPI information is received, but not used. Telephony Services plug-in with a
disconnected wrong extension number.
In the log below, the CAPI reports calls for extension 40005, while the
after more than
Telephony Services configuration specifies that extension 40008 is
15 seconds.
used in this line (line 1):
INFO ; [CapiServer.HandleEvent] – Received event: CLS_START_CALL_EVENT
INFO ; [CapiServer.HandleEvent] – internal participant: agentId=’46149’
IsInteractionInitiator=False PhoneNum=40005 UniqueDeviceID=
…
[continued on next page...]
9 Survey is not After the call is transferred to the Feedback extension it is immediately No survey is configured for the CTI
loaded. disconnected. No data was saved in the database. information or the Business Data of
Feedback call In the log below, the survey should be loaded by DNIS. A call, the call.
is immediately previously received from the CAPI, is found with DNIS 40005, but there A CTI information or Business Data
disconnected. is no routing configured in the System Administrator for this DNIS routing should be added to the Survey
value: Assignments tab in the Feedback
INFO ; [TelephonyManagerService.GetCapiInformation] - Line[1] Wait for CAPI start call, branch of the System Administrator
15 seconds left with the received information.
INFO ; [TelephonyManagerService.GetCapiInformation] - Line[1] Found CAPI
interaction ID 300895
INFO ; [TelephonyManagerService.GetSurveyIdByLoadInfo] - Line[1] Get survey ID by
load information [Load by DNIS]
INFO; [TelephonyManagerService.GetSurveyIdByLoadInfo] - Line[1] interaction
information Extension 40005, SwitchId 1, CompoundId 300889, InteractionId 300895,
DNIS 40005, UCID 00001062561213527869, Phone number T6255#1, VDN,
IsTransferInteraction True
INFO ; [TelephonyManagerService.GetSurveyIdByLoadInfo] - Line[1] No survey ID
was found
10 After a survey In Manual Transfer, after the agent transferred the call and the survey Both Manual Transfer and Automatic
ends another was completed, the customer hears once again the survey prompts Routing are used. The agent first
survey starts in from the beginning. transfers the customer to the
the customer’s Also, in the database there are two surveys with the same Feedback extension. When the
call. CompoundID and nvcUCID. Feedback session ends, the VDN
transfers the customer to another
extension.
Only one of the methods should be
used. Either the Automatic Routing
will be disabled, or the agent will stop
using the Manual Transfer.
This chapter contains troubleshooting tips and procedures for High Density Loggers.
Contents
Gathering Information
Important issues to consider are:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
3. In the Options area, select the required log files, and in the Destination Folder field, enter a
Destination Folder for the Content Report.
Figure 11-3 Log File and Destination Folder Options
Errors
2. In the Search String field, enter - logger. This is part of the string --logger is up and
running- indicates that the Logger started up.
Figure 11-9 Bug Find - “Logger is up and running” String
3. For a FATAL error, check which component name is listed after FATAL:. The example below
shows a DBM fatal error start, indicating a problem with the database.
2. In the Search String field, enter the string you want to find in the logs.
3. Add log files to Log Analyzer in the following ways:
• Drag and drop log files into the Log Analyzer window.
• Click Add , and browse to each log file you want to add.
4. Click Search to start searching the logs.
Log Analyzer searches the logs, and the Search button changes to Stop.
Figure 11-12 Log Analyzer Searching Logs
EXAMPLE:
11 ; Min Errors: Max Frame Length - Error 0 - LOS (Loss of sync) - in order to report this
error, the error must occur every time the line is checked.
2 4 ; Min Errors: Max Frame Length - Error 2 - UBAL (PBX terminal balance error) - in order to
report this error, the error must occur at least twice in 4 checks.
Board Error
ALI4 ALI4_CheckAllBoards: Board has real error, <Board, Stream, Error Index,
Error Count, Frame Length>
ETAI2 ETAI2_CheckAllBoards: Board has real error, <Board, Line, Error Index,
Error Count, Frame Length>
ETAI3 real error, <Board, Stream/Line, Error Index, Error Count, Frame Length>
BTAI2 BTAI2_CheckAllBoards: Board has real error, <Board, Line, Error Index,
Error Count, Frame Length>
NATI2 NATI2_CheckAllBoards: Board has real error, <Board, Stream, Error Index,
Error Count, Frame Length>
Where:
Parameter Description
Error Count The number of times the board checked the line and an error occurred in
the current window of checks.
Frame The length of the frame in which the errors were counted.
Length
2. For example, error message 4 20 1 1 1 indicates a critical problem that is reported even if
there is only one error out of one check:
• Board = 4
• Line on Board = 20
• Error Count = 1
• Frame Length = 1
This error may indicate a signal that is too low and require an amplifier or active coupler.
A real error is reported when the error rate is greater than or equal to that specified by the
parameters:
WARN: NATI2_CheckAllBoards: Board has real error
This is followed by another error when the error rate drops below that specified by the
parameters:
WARN: NATI2_CheckAllBoards: Board error was reset
When the Capture driver does not find all the hardware boards the following log message
appears:
System_Init: Failed to find all boards. <0,0>.
From Logger 9.06 SP5, a warning message appears while waiting for all boards to be found:
System_Init: Wating for all boards to be found by Pnp. This may take several
minutes... <SafeCounter,0>
SafeCounter indicates the number of tries to find the boards. The maximum number of retries
is 60 with an interval of 10 seconds, that is, the plug and play manager has 10 minutes to locate
the NICE boards.
IMPORTANT
This tool should only be used in consultation with NICE Support.
NOTE: Loggers clock should not be modified while the Logger is running. Modify the
time with NTP only.
Live Update (Web) Update the NICE Test Kit No log file.
Table 11-1: Test and Log File Locations in a Windows Environment (Continued)
HDD Maxtor (IDE & Checking Maxtor IDE & Root:\Programs\HDD Maxtor - NICE Disk
SATA) SATA Hard Drives Tool for Windows
Backup Sony AIT & Checking SONY AIT IDE Root:\Programs\SONY Tape Tool for
DDS Tape Tool Backup Devices. Windows\S.N.dat
Firmware Upgrade for S.N indicates the tape serial number
SONY IDE & SCSI
• Monitor Telephone Side: Checks the signal on the telephone side (for live monitoring).
• Monitor PBX Side: Checks the signal on the PBX side (for live monitoring).
• Record and Play: Records the channel for a few seconds of signal, and then plays it back.
• Manual Archiving: (If archiving device is connected). Archives a call and retrieves it from
the backup device.
Specifications
• Suitable for use with the following Loggers: NiceLog Logger, High Density Logger, NiceCall
Focus, ICU and MIRRA IV.
• Compatible with the following PABXs: Analog, E1, T1, BT, Nortel, Norstar, Lucent, Siemens,
Nec, Philips, Ericsson, Aspect, Alcatel. (The PST is ready to add any new PABXs).
• Testing time per channel of between 5 and 60 seconds.
• Supports up to two NATI boards, two ALI boards, one ETAI board and one BTAI board
(future use).
2. From the Start menu, select Shutdown Logger. All of the modules, except for the VL Snmp
Agent, will shutdown. You can either close the VL Snmp Agent manually, or ignore it. If you
are not rebooting the Operating System, do not close the SNMP Agent.
-or-
Stop the NiceLog service.
3. To start the Voice Logger either:
• Reboot the Windows operating system and let the system startup automatically.
• Select Start > Programs > NiceLog Server > Monitor LOG or Start > Programs >
Startup > Monitor LOG.
• Start the NiceLog service.
The Voice Logger starts up and all of the Voice Logger modules appear in the Windows
Taskbar. When the Voice Logger is completely started up, it plays the 7-note couplet "Shave
and a Haircut, Two Bits."
NOTE: If you close the VL Snmp Agent, but do not reboot the Windows operating
system, then you must restart the Windows SNMP.
1. On the Interactions Center, double-click the icon in the task bar, and then in the
Interaction Server Service Manager, click Stop NICE CLS.
-or-
Stop the NICE CLS service.
2. Shut down Windows normally.
2. Click GENERAL.
Figure 11-15 GeneralForm Window
3. From the Pcm Mode list, select A_law or U_law, and then click OK.
4. To modify the ETAI settings, click ETAI.
5. Make the necessary changes (typically Frame Format) and click OK.
6. Click OTHERS, and select LMOP if you have a High Density Logger, or Alarm Board if you
have NiceCall Focus III or ICU.
• If you do not have the Perfmon Counter Logs Creator, follow the procedure below to
collect the Performance Monitor logs:
a. From the Start menu, select Run.
b. In the Open field, enter perfmon and click OK.
c. In the new window (on the left hand side), under Console Root > Performance Logs &
Alerts, right-click Counter Logs and select New Log Settings.
d. In the new window, enter in a suitable filename and click OK.
e. In the new window, in the General tab, click Add Objects, and select the Use local
computer counter settings option. In the Performance Objects list, add all the
processes that are relevant to the Logger and click Close.
f. The file is saved in the path specified in the General tab.
This section contains troubleshooting tips and procedures for when you experience a problem with
VoIP.
Contents
Gathering Information
Important issues to consider are:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
If you see that the physical connection between the Logger and the LAN is down (the LED on the
NIC is off), you must check the hardware at the site.
This procedure enables you to check and configure your speed synchronization. Optimally, the
Logger's speed and duplex should be configured to 100 Full Duplex.
NOTE:
This property name may vary, depending on the LAN chipset.
6. Change the value as follows:
• If your site is using a hub, set the Duplex Mode to 100 Half Duplex or 10 Half Duplex
(depending on the hub at the site).
• If your site is using a network switch, set the Duplex Mode to 100 Full Duplex.
TIP: If the connection still fails, gradually reduce Duplex Mode to 100 Half Duplex, then
10 Full Duplex, then 10 Half Duplex.
7. Verify the connection speed by checking the speed on the switch/hub, or on the Network
Adapter LEDs.
8. If connectivity still fails:
a. Reset the switch/hub port.
b. Check that the switch/hub configuration (speed and Duplex) matches the Network
Interface Card configuration.
9. If you still have a problem, contact NICE Customer Service for further assistance.
Using Logs to Check that the VoIP Logger is Configured to Receive RTP
Packets
The VoIP Logger Capture log files are located in D:\NTLogger\VOIPCapture\Logs:
• IPCapture.<#>.log
EXAMPLE:
You have 4 log files. Their names are shown as follows:
IPCapture.1.log, IPCapture.2.log, IPCapture.3.log,IPCapture.4.log
• IPCapture.sav: Contains the first error in the current session, or if there are no errors in the
current session, the first error in the last session when an error occurred.
• IPCapture.crash: Exists when the Logger or Capture process crashes, that is when the
session was not closed.
The VoIP Logger log files are located in:
D:\NTLogger\Logger\Logs
NOTE:
If you open a support case, zip all the log files in the D:\NTLogger\VOIPCapture\Logs
and D:\NTLogger\Logger\Logs folders.
To use logs to check that VoIP Logger is configured to receive RTP packets:
1. Search for the commands that configure the channel for recording.
Figure 12-1 Commands
NOTE:
The Channel number is different from the Logger channel and the channel mapping
number.
Dir=Both indicates recording in both directions - Incoming (Rx) and Outgoing (Tx).
In the log in Figure 12-2 on page 335, Dir=0 indicates Incoming (Rx), and Dir=1
indicates Outgoing (Tx).
NOTE:
The port number is important for Gateway-based recording. In the log file, the port
number is the second parameter in the ADDR attribute, after the colon (:).
3. Check that the channel was configured successfully (per direction requested). The Logger now
starts to sniff for RTP packets from this IP address and port, in the direction specified.
Figure 12-2 Channel Configured Successfully
4. If the VoIP Logger is configured to start sniffing for RTP packets use the sniffer to check the
RTP packets. See Checking the RTP Packets using the Sniffer.
NOTE:
The Interactions Center pauses and resumes channels and for selective recording this
may cause a problem.
b. For selective-recording, there may be a problem with the IP addresses received from the
Interactions Center. See Using Logs to Check that the VoIP Logger is Configured to
Receive RTP Packets on page 334.
c. Check the CLS exceptions. See Checking the CLS Exceptions on page 339.
3. To capture all the traffic on the network adapter, click Start next to the required network
adapter to start capturing.
4. To filter while capturing:
a. In the Wireshark Capture Interfaces window, click Options next to the required network
adapter.
b. Check that the IP address is correct.
Figure 12-6 Wireshark Capture Options
c. Select Decode.
d. In the Transport tab, select UDP both port(s) as RTP.
e. Click OK.
8. To analyze a stream:
a. From the Statistics menu, select RTP > Show All Streams.
Figure 12-9 Wireshark RTP Streams
9. To save the voice (G.711) for playback in a third-party player, click Save payload. This
enables you to check whether voice quality issues are related to the network or to the NICE
system.
10. Check for jitter.
11. It may sometimes be necessary to manually check a softphone stream (Wireshark may not
report the correct number of expected packets). Typically in this case the playback will not be
clear. This requires you to calculate the expected number of packets for the duration of the call
and compare it to the actual number of packets received.
Figure 12-11 Softphone Stream
g. Calculate the duration of the RTP packet, that is, Payload / (Codec Size/msec).
See the following examples:
h. Calculate the number of packets per second: 1000/Duration of the RTP packet, for
example, 1000/20=50 packets per second.
See the following examples:
i. Calculate the expected number of packets: Duration of the Call in seconds x Number
of Packets per second, for example, 13x50=650 packets.
j. If there exists a deviation of 50 packets per minute or greater between the number of
expected and actual packets, this could be due to a problem in the media provider, for
example, the phone, PBX, etc.
EXAMPLE:
A USB headset can cause such a deviation, since soft phones tend to generate a time drift.
If, after checking the media provider, there still exists a deviation of 50 packets per minute
or greater between the number of expected and actual packets, open a case with NICE
support.
Troubleshooting N+1
When a normal Logger goes down and the spare Logger takes over the sequence of events can be
viewed in the log files.
Spare Logger
The spare Logger determines that something happened to the normal Logger and notes that the
normal Logger failed to report heartbeats.
27/07/2008 12:31:42.507 WARN: AUD_NPlus1SW_CheckNormalLoggers: Logger
failed to report heartbeats. <LoggerHostID,0> 1 0 [ThreadID=3952]
The spare Logger starts the switching process.
27/07/2008 12:31:42.507 INFO: SpareLoggerThreadProc: spare logger is in the
process of switching state. <OverridingLoggerID,0> 1 0 [ThreadID=3952]
The spare Logger is going to take over the function of Logger number <X>, where <X>is the
position of the normal Logger in the N+1 chain, and not the Logger number in System
Administrator.
27/07/2008 12:31:42.507 INFO: EVTA1020 Nplus1: Spare logger identified Normal
switching from logger no. 1 [ThreadID=3952]
27/07/2008 12:31:42.507 INFO: AUD_SetQuietBuffsToSwitchFromFax got num
of buffers 16 0 [ThreadID=3952]
The current configuration on the spare Logger is queried.
27/07/2008 12:31:42.507 INFO: VoIPDrvr.VoIP_GetChannelConfiguration :
Log Channel : 1 0 [ThreadID=3952]
27/07/2008 12:31:42.507 INFO: VoIPDrvr.VoIP_GetChannelConfiguration :
Log Channel : 2 0 [ThreadID=3952]
27/07/2008 12:31:42.507 INFO: VoIPDrvr.VoIP_GetChannelConfiguration :
Log Channel : 3 0 [ThreadID=3952]
The channels on the spare Logger are configured according to the masc view of the normal
Logger.
27/07/2008 12:31:43.007 INFO: SetVoipDMascConnections: Finished
configuring all channels. 0 0 [ThreadID=3952]
The spare Logger is now overriding Logger number <X>, and the switching process is over.
27/07/2008 12:31:43.007 INFO: EVTA1021 Nplus1: Spare logger is
overriding logger no. 1 - 5629 [ThreadID=3952]
The spare Logger is emulating the normal Logger, but with all channels started.
27/07/2008 12:31:43.007 INFO: Spare starts recording audio of logger : 1
5629 [ThreadID=3952]
The channels that should not be recording are stopped. Note that this works as designed, and that
no buffers were been recorded for the channels that are stopped.
27/07/2008 12:31:43.007 WARN: AudMgr Nplus1StopRecord stopping the
channels. <Status,0> 0 0 [ThreadID=3952]
NOTE:
In the event of a brutal failure in Active VoIP environments, the spare Logger may need
resources that are still in use by the normal Logger, for example, in Avaya DMCC the
Virtual Extensions may still view themselves as in use by the normal Logger. These
resources are released after a timeout period. After this short period the channels that
could not be configured initially will be recovered.
Normal Logger
An error is reported, for example, after the sniffing network card is disconnected. This error
appears both in the Logger log file, as well as the Capture log file. The time to report this error is
now only 10 seconds (in previous versions it might take up to 2 minutes).
27/07/2008 12:32:12.291 ERR: NormalLoggerThreadProc: Received a capture
critical error event 0 0 [ThreadID=4452]
The normal Logger tries to stop the channels and release the resources, and the spare Logger starts
to take over immediately.
27/07/2008 12:32:12.291 INFO: EVTA1010 Nplus1: Normal logger switching
audio to spare due to Manual Switch [ThreadID=4452]
27/07/2008 12:32:12.291 WARN: AudMgr NormalLoggerThreadProc Audio has
been switched 0 0 [ThreadID=4452]
27/07/2008 12:32:12.291 WARN: AudMgr NormalLoggerThreadProc perform
switching to spare 0 0 [ThreadID=4452]
27/07/2008 12:32:12.291 WARN: AudMgr NormalLoggerThreadProc stopping the
channels 0 0 [ThreadID=4452]
27/07/2008 12:32:12.291 WARN: AudMgr NormalLoggerThreadProc
ExternalCapture!! 0 0 [ThreadID=4452]
27/07/2008 12:32:12.291 INFO: VoIPDrvr.VoIP_StopRecord : Log Channel : 1
0 [ThreadID=4452]
27/07/2008 12:32:12.291 INFO: EVTA0101 Record Stop On Channel [1,1]
[ThreadID=4452]
27/07/2008 12:32:12.291 WARN: AudMgr Nplus1StopRecord stopping the
channels. <Status,0> 0 0 [ThreadID=4452]
27/07/2008 12:32:12.978 INFO: EVTA0751 AUM_AudioImport stop on input
channel 1 with token number 1 [ThreadID=4520]
27/07/2008 12:32:13.025 INFO: DMA: DM_RecordProcessOnChannel- Stop
record 1 0 [ThreadID=4424]
IMPORTANT
After the normal Logger resumes its normal functioning, it MUST be restarted. The spare Logger
does not need to be restarted.
In this example if the phone uses 30 millisecond packets the timestamp should be incremented by
8 x 30 =240. Instead the timestamp is incremented by only 8, indicating a problem. This causes the
Capture to mishandle the packets.
Example 2:
After about a minute a call starts to drift and the IPCapture generates errors and starts beeping. In
this case the problem was caused by a specific soft phone with USB headset.
Cause
There are several different parameters and system configurations that could cause such delays.
Some are related to the network configuration and others to the RDP version installed on either the
client or the server.
1. The order of Network Providers in the registry could be incorrect. The key to be checked is
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\NetworkProvider\Ord
er. The default order is "RDPNP,LanmanWorkstation,WebClient". Note that in Vista clients
(prior to SP1) there is a bug and the order is not as stated above (when installing Vista SP1
from a clean installation this bug is fixed). RDPNP should be the first provider in the list
(before the LanmanWorkstation).
2. In RDP version 6.0, a network query is launched during the connection attempt (which does
not happen in RDP version 5.x). If a WINS server is configured on the client, and this server
does not respond, the query will time out. As a result, the server waits for a response from the
client and this causes the symptoms as described above.
Solution
In general, the Remote Desktop Connection could affect both the client and the server, causing
delays and process starvation.
Verify the following to solve the delays:
1. The registry key stated above
(HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\NetworkProvider\Ord
er) is set to the default order ("RDPNP,LanmanWorkstation,WebClient").
2. If using RDP version 6.0 make sure all network configurations (for example, WINS servers)
are available.
NOTE: For more in depth information on normal and spare Loggers in a chain, see
“Resiliency and N+1” in the System Administrator’s Guide.
The “Chain not found” error message appears when the normal Loggers in the chain do not have
the same multicast IP address as the spare Logger.
Each chain has a unique multicast IP address, and all the Loggers in the chain (spare and normal)
share this same multicast IP address.
c. In the Multicast Group IP field, enter the multicast IP address for the chain. This IP
address is the same for each Logger in the chain.
d. In the Chain ID field, enter a Chain ID for the Logger.
TIP: Note the Chain ID for each Logger so that you can reconstruct these IDs when you
recreate the chain in Step 4 on page 353.
e. Click Save and Close.
f. Restart the NICE VoIP Logger Service.
g. Repeat Step a through Step f for each Logger in the chain. When repeating Step d, make
sure that you enter the Chain ID correctly. The Chain ID of each normal Logger increases
by 1 for each additional Logger in the chain. The spare Logger is the last Logger in the
chain and has the highest Chain ID.
4. Create a new chain with the Loggers you configured in Step 3 on page 352. See “Resiliency
and N+1” in the System Administrator’s Guide.
This section contains troubleshooting tips and procedures for when you experience a problem with
the NICE Interactions Center.
Contents
c. The RecordingDecisions answers the Call Server as to whether the second media should
be stopped.
d. The Call Server sends a Stop Record request to the RCM for the second media.
17. The CTI Server sends a CTI event to the Driver.
18. The Driver sends an End Call event to the Call Server.
19. The Call Server checks if the calls are recorded in its internal database.
20. The Call Server sends a Stop Record event request to the RCM.
21. The RCM returns the stop request information with the recording status of the call to the Call
Server.
22. The RCM sends a Stop Record event to the Logger.
23. The Logger stops recording the call.
24. The Call Server updates the call details including the stop time and removes this call from
Calls_CT.
25. The Call Server sends an Insert Interaction event request to the DBServer (this is based on
having a Start and Stop message for the same call Interaction ID).
26. The Call Server sends an Insert Contact request to the DBServer including data about nested
interactions.
27. The Call Server sends a Stop Call (with recording information) event to the Client.
28. The DBServer inserts the interaction into the SQL Database on the Database Server.
d. The Call Server sends a Stop Record request to the RCM for the second media.
16. The CTI Server sends a CTI event to the Driver.
17. The Driver sends an End Call event to the Call Server.
18. The Call Server checks if the calls are recorded in its internal database.
19. The Call Server sends a Stop Record event request to the RCM.
20. The RCM returns the stop request information with the recording status of the call to the Call
Server.
21. The Logger stops recording the call.
22. The Call Server updates the call details including the stop time and removes this call from
Calls_CT.
23. The Call Server sends an Insert Interaction event request to the DBServer (this is based on
having a Start and Stop message for the same call Interaction ID).
24. The Call Server sends an Insert Contact request to the DBServer including data about nested
interactions.
25. The Call Server sends a Stop Call (with recording information) event to the Client.
26. The DBServer inserts the interaction into the SQL Database on the Database Server.
c. The Call Server updates an internal table (Calls_CT) with the call details, that is, with the
start time, agent details, extension number, and so on.
5. The Call Server sends a Start Record event request (including all participants) to the RCM
for voice and per participant.
6. The RCM returns channel allocation information to the Call Server (Synchronous Answer)
including the Logger #, Logger channel and time information.
7. The RCM sends the Logger a Start Recording command (voice).
8. The Call Server updates Calls_CT with the recording details, including the Logger #, Logger
channel, Logger start time, and so on.
9. Screen: The Call Server sends a Start Record event request to the RCM for screen media.
10. Screen: The RCM returns channel allocation information to the Call Server (Synchronous
Answer).
11. Screen: The RCM calls the Capture Control DLL which calls the ScreenAgent.
12. Screen: The ScreenAgent starts recording.
13. The Call Server sends a Start Call event to the Client, for example, Monitor (the client must
be registered for these type of events according to the Agent or Station and switch).
14. The Logger records the call.
15. The Logger returns a Recording Succeeded/Failed event to the RCM.
16. The RCM returns an Asynchronous Response to the Call Server. In interactions-based
recording, the real call start time is returned here. The call start time is the time that RCM
received a response from the Logger that it has started recording, normalized to the Logger
local time.
17. The RCM sends an Audio Check command to the Logger 2.5 seconds (configurable) after the
Asynchronous Response is sent to the Call Server.
18. Screen: The ScreenAgent returns an Asynchronous Response to the RCM.
19. Screen: The RCM returns an Asynchronous Response to the Call Server.
20. The Call Server sends a Start Record event to the Client, for example, Monitor (the client
must be registered for these type of events according to the Agent or Station and switch).
21. For VoIP configurations only, the RCM waits a configured amount of time and performs an
audio check with the VoIP Logger. If the Logger has not received any audio packets from the
beginning of the call, an asynchronous Record Failure event is sent to the Call Server.
22. Screen: If there is a problem, the ScreenAgent returns an Asynchronous Recording Error
to the RCM.
23. Screen: If the screen recording fails:
a. The RCM reports a Record Failure request to the Call Server.
b. The Call Server asks RecordingDecisions if the voice should be stopped.
c. The RecordingDecisions answers the Call Server as to whether the voice should be
stopped.
d. The Call Server sends a Stop Record request to the RCM for the voice.
24. The CTI Server sends a CTI event to the Driver.
25. The Driver sends an End Call event to the Call Server.
26. The Call Server checks if the calls are recorded in its internal database.
27. The Call Server sends a Stop Record event request to the RCM.
28. The RCM returns the stop request information with the recording status of the call to the Call
Server.
29. The RCM sends a Stop Record event to the Logger (voice and screen).
30. The Logger stops recording the call.
31. Screen: The Call Server sends a Stop Record request to the RCM for screen recording.
32. Screen: The RCM sends a Stop Record request to the ScreenAgent.
NOTE:
Screen: If a screen wrap-up time is defined, that is, the total amount of time (in seconds)
it takes for the agent to wrap-up the interaction, the RCM waits for this period before
sending the request.
33. Screen: The ScreenAgent returns an Asynchronous Response to the RCM.
34. The Call Server updates the call details including the stop time and removes this call from
Calls_CT.
35. The Call Server sends an Insert Interaction event request to the DBServer (this is based on
having a Start and Stop message for the same call Interaction ID).
NOTE:
Screen: For screen recording with a wrap-up time defined, the Call Server does NOT
wait before sending the Insert Interaction event, it simply uses the wrap-up time to
calculate the call stop time.
This means that if a screen recording problem occurs during the wrap-up time, there will
be no indication of the problem in the database and no exceptions will be thrown. You
will simply not be able to playback the screen recording to the end.
If screen is still recording in the wrap-up time, and the agent answers a new call, the
screen wrap-up recording will be stopped. The Call Server will update the stop time in
the database with the actual wrap-up time.
36. The Call Server sends an Insert Contact request to the DBServer including data about nested
interactions.
37. The Call Server sends a Stop Call (with recording information) event to the Client.
38. The DBServer inserts the interaction into the SQL Database on the Database Server.
Gathering Information
Important issues to consider are:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
RecordingDecisions
Data to be provided in RecordingDecisions case reports, when contacting customer support:
• Details regarding System configuration:
• Exact Interactions Center release and service pack
• Number of Interactions Centers on sites
• Any special site configuration, for example e.g., Multi Data Hubs, cluster
• Total/QA
• Number of rules configured
• Number of users on site
• Problem description:
• Relevant rules defined
• Expected behavior
• Actual behavior
• Actions taken
• Provide specific examples and call details (for example, Interaction ID, Segment ID,
Extension number, Agent number).
• Complete log files, in debug level (located on the computer where the Interactions Center sits,
under NICE Systems > Interactions Center > Log)
• Call Server.log.*.txt
• NiceCls.RecordingDecisions.*.log.*.txt
• Please point to the relevant times in the logs when the problem can be seen in the logs. Quote
the lines if you can.
• Provide the following database tables in CSV format:
• nice_rule
• tblSchedule
• tblScheduleActivation
• tblRERuleondition
• tblReRuleConditionItem
• nice_interactions
• Sched_Programs_Recording_Count
• nc_general
• Provide any other relevant data, for example, the users included, memory usage, screen shots.
Call Server
Data to be provided in Call Server case reports, when contacting customer support:
• Details regarding System configuration:
• Exact Interactions Center release and service pack
• Number of Interactions Centers on sites
• Any special site configuration, for example e.g., Multi Data Hubs, cluster
• Total/QA
• Problem description:
• Expected behavior
• Actual behavior
• Actions taken
• Provide specific examples and call details (for example, Interaction ID, Segment ID,
Extension number, Agent number).
• Complete log files, in debug level (located on the computer where the Interactions Center sits,
under NICE Systems > Interactions Center > Log)
Appendix 13: Interactions Center Troubleshooting Flow 367
• Call Server.log.*.txt
• Please point to the relevant times in the logs when the problem can be seen in the logs. Quote
the lines if you can.
• Provide database query results, regarding problematic time frame or problematic interaction
ID/contact ID, from the following database tables:
• tblInteraction
• tblCallInteraction
• tblContact
• tblContactInteraction
• tblParticipant
• tblRecordign
• tblExceptionXX
• Provide any other relevant data, for example, the users included, memory usage, screen shots.
DB Server
Data to be provided in DB Server case reports, when contacting customer support:
• Details regarding System configuration:
• Exact Interactions Center release and service pack
• Number of Interactions Centers on sites
• Any special site configuration, for example e.g., Multi Data Hubs, cluster
• Total/QA
• Problem description:
• Expected behavior
• Actual behavior
• Actions taken
• Provide specific examples and call details (for example, Interaction ID, Segment ID,
Extension number, Agent number).
• Provide the number and size of persistent queue files.
• Complete log files, in debug level (located on the computer where the Interactions Center sits,
under NICE Systems > Interactions Center > Log)
• DB Server.log.*.txt
• Please point to the relevant times in the logs when the problem can be seen in the logs. Quote
the lines if you can.
• In the case of an SQL time-out, provide a list of running times for all SQL jobs on the
Interaction database.
• Provide any other relevant data, for example, the users included, memory usage, screen shots.
TRS
Data to be provided in TRS case reports, when contacting customer support:
• Details regarding System configuration:
• Exact Interactions Center release and service pack
• Number of Interactions Centers on sites
• Any special site configuration, for example e.g., Multi Data Hubs, cluster
• Total/QA
• Problem description:
• Expected behavior
• Actual behavior
• Actions taken
• Provide specific examples and call details (for example, Interaction ID, Segment ID,
Extension number, Agent number).
• Complete log files, in debug level (located on the computer where the Interactions Center sits,
under NICE Systems > Interactions Center > Log)
• TRS.log.*.txt
• Please point to the relevant times in the logs when the problem can be seen in the logs. Quote
the lines if you can.
• Provide any other relevant data, for example, the users included, memory usage, screen shots.
• Provide the exact time of the recording that should or should not be inserted by the TRS.
• Provide the tblRecordingXX database query results, regarding the problematic time frame.
RCM
Data to be provided in RCM case reports, when contacting customer support:
• Details regarding System configuration:
• Exact Interactions Center release, service pack and NICE Updates installed.
• Details of all Loggers configured to each Interactions Center: version, capture type,
number of channels, recording method, GMT and local time of the Logger.
• Mapping details for each Logger attached to the Interactions Center:
• Total/Interaction Based
• Recording method of Logger channels (for example, Passive VoIP, DMCC, Nortel
DMS, Digital Matrix)
• Type of Sources and their number
• Static/Dynamic Mapping
• Connection between Logger and Interactions Center (LAN/WAN). If WAN, please
indicate Bandwidth and Latency.
• N+1 chain details (when relevant)
• Details from CTI plug-in on the drivers and the type of interfaces (for example, Avaya TSAP,
Genesys, CISCO ICM etc).
• Site's SBC / Gateway topology (when relevant).
• Number of ScreenAgents reporting to the Interactions Center (when relevant)
• Call Rate on the Interactions Center Machine
• Work hours of agents mapped to the Interactions Center, including peak hours (for example,
hours of shifts, 24/7)
• Problem description:
• Expected behavior
• Actual behavior
• Actions taken
• Provide specific examples and call details (for example, Interaction ID, Segment ID, extension
number, Agent number, time of the call, relevant DB Records for the call).
• If the issue occurs in specific call scenarios, describe the scenario.
• Does the issue occur in a specific type of call? (for example, only internal calls)
IMPORTANT
Before sending log files for RCM, trigger RCM to dump the full internal state to the log file the
logs, by running the RCM Information Dumper. See Running the RCM Information Dumper
on page 376.
• Complete log files, in debug level (located on the computer where the Interactions Center sits,
under NICE Systems > Interactions Center > Log):
• Call Server.log.*.txt
• RCM.log.*.txt
• Complete log files, in debug level, of drivers attached to the Interactions Center.
• Complete log files of Loggers (including capture logs) attached to the Interactions Center.
• All RCM configuration backup files found under NICE Systems > Interactions Center >
Loggers
• Files found under NICE Systems > Interactions Center -> bin
• RCM.log.Persistency.soap
• RCM.exe.config
• Please point to the relevant times in the logs when the problem can be seen in the logs. Quote
the lines if you can.
• Provide the following database tables in CSV format (query from before the time the problem
occurred, preferably overlapping with the time in the provided logs):
• nice_interactions
• tblInteraction
• tblRecording
• tblParticipant
• tblException
• nice_admin
• Channel mapping tables
• The following Performance Counters of the RCM.Exe process:
• Private Bytes
• Threads
• Handles
• % CPU
• Page Faults / Sec
• All Performance Counters under the .Net Memory Category.
• Provide any other relevant data, for example, the users included, memory usage, screen shots.
NOTE: For NiceScreen Logger and ScreenAgent problems, see the NiceScreen
Troubleshooting Flow.
2. In the Organization tree, select CLS Definitions > CLS Server. Click the Report Level tab.
NOTE:
Currently the Screen reporting level category is not available, although it appears on the
screen. Changing this field has no effect on the system.
4. Set the File to Debug.
3. Select the required service and click to start the service, or click to stop the service.
NOTE: For all-in-one sites, before proceeding ensure that the NICE Applications
Suite’s instance of the NICE Services Configuration Manager tool is not already
running.
To check the components status with the NICE Services Configuration Manager:
• From the Start menu, select Programs> Nice Systems > Interactions Center > Tools >
Nice Services Configuration Manager.
The NICE Services Configuration Manager window appears.
Figure 13-7 NICE Services Configuration Manager Window
Under the State column the status should state Running for the following:
• NICE CLS
• NICE CLS Monitor
• NICE CLS TRS
NOTE: The Technical CLS API Programmer's Reference Guide may be useful when
analyzing the log files.
Figure 13-9 Interactions Center Log Files
2. Check the rules. If necessary delete and recreate the Scheduler rules.
3. The Logger is not mapped correctly (switch 2, trunk 202, trunk group 3), and therefore the
voice recording fails.
4. Check the mapping.
Example 2
Checking Ports
Check that the required ports are open.
To check connectivity:
Check that the following ports are open.
Proto Destination
Port Source(Client) Service Description
col (Server)
CTI (drivers)
TCP 62050 Call Server on CAPI integrations CLS API Control of system
NICE Interactions recording.
Center
TCP 62055 DB Server on NICE Call Server on NICE .NET Passing requests to
Interactions Center Interactions Center Remoting insert/update
(HTTP) interactions and
contacts to/in the
database.
TCP 62059 CLS SNMP Agent All CLS processes on .NET Passing notifications
(part of SNMP.exe the NICE Interactions Remoting for SNMP traps from
service) on NICE Center (HTTP) CLS processes to
Interactions Center CLS SNMP Agent.
TCP 62069 RCM on NICE Call Server on NICE .NET Handling recording
Interactions Center Interactions Center Remoting requests from Call
(HTTP) Server.
Proto Destination
Port Source(Client) Service Description
col (Server)
SNMP Service on
Playback Server
SNMP Service on
Voice/VoIP Logger
SNMP Service on
NiceScreen Logger
SNMP Service on
Storage Center
VoIP Recording
Gateway
4. Modify the required parameter. For example, if you get an Internal Call Server Table is Full
error:
6. Click .
-or-
Stop the NICE CLS service.
7. Shut down Windows normally.
2. To start the NICE CLS service, press on the NICE Services Configuration Manager
window (see Figure 13-13),
-or-
3. Start the NICE CLS service.
IMPORTANT
Any change of configuration files should be done ONLY in consultation with NICE Support.
• For NiceScreen Logger and ScreenAgent problems, see the NiceScreen Troubleshooting
Workflow.
• During a NICE Perform installation of CLS 9.13.04.11, the following message appears after
entering the CLS login credentials, “Input string was not in a correct format”. The installation
fails. Set the regional settings of the CLS to English.
• The NICE Perform application receives messages with "NICE CLS Error Code 20" when
trying to start ROD under monitor modules. The system stops recording audio or screens.
Check that there is a sufficient number of TSAPI licenses.
• In the event of a change in configuration, restart the relevant service.
• When running RemonitorApplication.exe, an error appears “Failed To create remonitor
event”. This utility is designed for use in an Avaya Integration only.
• If you are doing your mapping in System Administrator (and not manually using a file):
• In CLS Definitions > CLS Servers, select a CLS Server.
• Click the Configuration tab and click RCM.
• Validate that the Read Mapping from File parameter value is set to No.
• The MaxHistoryLengthHours parameter can also be used (see Fine-tuning the CLS Server
Configuration Parameters on page 411):
• If the customer wants to insert older calls this parameter can be increased.
• When retrieving calls from a tape backup to a Logger and then using TRS to insert the
calls into the database.
• A problem may arise from a feature called "silent whisper". The whisper is a sound bite that is
played to the agent to make them aware what type of call is coming through for example,
sales, fraud, and so on, before they are connected to the customer. If this feature is not fully
configured and there is silence for several seconds at the beginning of the call when the call is
connected, that is, there is no sound bite configured, no audio packets are sent through to the
NICE system and recording fails. If you ROD the call after the silenced part of the call, the call
is recorded. In order to compensate this gap of silence change the CheckforAudioDelay
RCM parameter to 7000 ms. For RTP sniffing, this is the period in milliseconds that the RCM
waits after starting a call before checking for audio availability on the Logger.
Contents
Workflow........................................................................................................................418
Gathering Information ..................................................................................................419
Troubleshooting NMS...................................................................................................420
Client-Side Troubleshooting........................................................................................421
Server-Side Troubleshooting.......................................................................................427
Changing the System Administrator Server Name ...................................................445
Checking for a CAClient Serialization Issue ..............................................................445
Other Troubleshooting Issues.....................................................................................445
Using the NMSUtil Tool ................................................................................................446
Workflow
If you experience a problem with the NMS follow the steps below to isolate the problem.
Figure 14-1 Troubleshooting Workflow
Gathering Information
Important issues to consider are:
• Is this a new installation?
If yes, when was the installation performed?
• Were any changes done to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
Troubleshooting NMS
NOTE: Some of the procedures include instructions that can also be executed using
NMSUtil. This tool is available on the Tier 4 Team Site. See Using the NMSUtil Tool
on page 446.
For NMS problems see the following:
1. Client-Side Troubleshooting:
a. Pinging the Monitored Server on page 421
b. Checking the SNMP Service Configuration on page 421
c. Verifying that SNMP Agent is Sending Traps on page 425
d. Repairing the SNMP Service on page 425
e. Reinstalling the NICE Agents on page 426 (not recommended for production sites)
2. Server-Side Troubleshooting
a. Collecting the System Log Files on page 427
b. Checking the NMS Services on page 428
c. Checking the Trap Mechanism on page 435
d. Checking the MIB File on page 439
3. Checking Polling Timeout Errors on page 440
4. Troubleshooting Scenarios
• Scenario 1: Monitored Server Does Not Appear in the 2D Map on page 442
• Scenario 2: Drilldown Fails in the 2D Map on page 442
• Scenario 3: Only Some Agents are Reporting on page 442
• Scenario 4: There are No Traps in the Console on page 442
• Scenario 5: No Email Notifications Are Received on page 443
5. Changing the System Administrator Server Name on page 445
6. Checking for a CAClient Serialization Issue on page 445
Client-Side Troubleshooting
In cases where specific agents or monitored servers do not send traps, the problem most likely is a
client-side problem. See the following:
• Pinging the Monitored Server on page 421
• Checking the SNMP Service Configuration on page 421
• Verifying that SNMP Agent is Sending Traps on page 425
• Repairing the SNMP Service on page 425
8. Confirm that:
• The Send authentication trap checkbox is not selected.
• In the Accepted community names area, public appears with READ ONLY privileges
and admin appears with READ-WRITE privileges.
IMPORTANT
If your site uses customized community names, you must change public and admin to the
appropriate community name.
9. Ensure that Accept SNMP packets from any host is selected (localhost appears in the list.)
This lists the various agents that are loaded when the SNMP service loads, and the Data
column indicates the location of the agent key registry.
11. Navigate to the agent key to view the location of the agent DLL.
Figure 14-6 Registry Editor - Agent Key
12. Verify that the DLL is in this folder, that it is the latest version and that it is not corrupt. If
necessary, consult with NICE Support.
IMPORTANT
Reinstalling the NICE Agents must be done ONLY in consultation with NICE Support. This is
NOT recommended for production sites.
Accusys RAID Install separately from the NiceCall Focus III software.
SQL Agent to monitor the SQL See Installing the OS/SQL Agent (Optional)
Appendix, in the NMS Installation Guide, for further
details.
Telephony Services Server and Telephony Services Server and Stream Server have
Stream Server separate SNMP Agents that can be removed and
reinstalled without harming the Telephony Services
Server and Stream Server installations.
NMS Script Agent See Installing the SNMP Script Agent, in the NMS
Installation Guide, for further details.
Server-Side Troubleshooting
If none of the SNMP Agents or monitored servers are able to send traps, the problem may be
located on the NMS server. See the following:
• Collecting the System Log Files on page 427
• Checking the NMS Services on page 428
• Checking the Trap Mechanism on page 435
• Checking the MIB File on page 439
NOTE:
You can also use the NMSUtil for some of these checks. See Using the NMSUtil Tool
(where available).
2. If necessary, restart the CA-Unicenter service. The following message may appear:
Figure 14-11 CA-Unicenter Services Error Message
3. If this message appears, the caunint user password must be updated. The CA-Unicenter
service is run under the caunint user which is created automatically during the NMS
installation.
Update the caunint user password as follows:
a. Right-click My Computer and select Manage. The Computer Management window
appears.
b. Right-click caunint and select Set Password. The Set Password for caunint warning
message appears.
Figure 14-13 Set Password for caunint Warning Message
2. When the Unicenter TND Agent Technology service starts up, it starts up a number of other
AWServices. Check the status of the AWServices:
a. Open the command prompt.
3. If any of the sub-services are not active, stop and restart the AWServices as follows:
a. In the command prompt, type awservices stop and press <Enter>.
b. Type awservices start and press <Enter>.
Raw Trap
Basic
Formatting
Formatted Based
on NICE MIB File
Raw Trap:
b. Either wait a few moments, or cause a malfunction in the system to initiate the sending of
a trap. To cancel the capture operation, press <Ctrl> + C.
c. If a trap is sent from the SNMP agent it is displayed (this is the raw and unformatted trap
before it is captured by the DSM). If nothing is displayed, no trap was received on the
server-side.
d. If the raw trap is displayed, but the trap is not visible in the Console, it means that the
DSM is not handling the trap, or that it has not been formatted properly. This may be due
to a NICE Trap Formatting service problem (See Checking the SNMP Nice Trap
Formatter Service on page 434), or due to a problem with the MIB file resulting in the
raw event not being processed.
2. To check whether the traps are being formatted by the DSM (indicated by the NICE_TRAP
prefix), enable the NICE_TRAP filter in the EM Console.
a. In the EM Console, select Config > Settings.
b. Click the Filters tab.
c. Disable all the filters.
d. Click OK.
e. Check if the traps arrive in pairs, once with the NICE_TRAP prefix, and once with a
TrapId.
Figure 14-23 Paired Trap IDs
f. If the NICE_TRAP trap arrives without a matching TrapId trap, check the SNMP Nice
Trap Formatter service (see Checking the SNMP Nice Trap Formatter Service
on page 434).
3. To view the OID nodes (all NICE objects start with: 1.3.6.1.4.1.3167) and verify they exist on
the client, use the following commands:
awwalk -h [computer name/IP] -o OID(node)
awget - h [computer name/IP] -o OID(leaf)
Figure 14-24 Viewing the OID Nodes
NOTE: The MIB file should NOT be updated onsite as this may cause the loss of traps
onsite.
Troubleshooting Scenarios
Scenario 1: Monitored Server Does Not Appear in the 2D Map
1. In the User Administrator, verify that you are working in Technician mode: From the Settings
menu, select Technician Mode.
Figure 14-29 Technician Mode
To change the host name of the server where the System Administrator resides:
1. On the NMS Server, open Windows Explorer.
2. Navigate to <Installation Drive>\TND\BIN.
3. Open the file NiceApplications.CAClient.Host.exe.config.
4. In the following line, change the server name to the new name.
IMPORTANT
Any change of configuration files should be done ONLY in consultation with NICE Support.
1. Run Snmp Util After selecting this option another Check if the NMS server is
window opens with the SNMP receiving any traps from the
Utility. If you see activity on the monitored servers.
window, the NMS server is
receiving SNMP messages.
2. Check awservices Checks if the NMS services are If none of the SNMP Agents or
status up and running. If the services monitored servers are able to
are not running, select option 3 to send traps, check the status of
restart the services. the Unicenter TND Agent
Technology Service.
3. Start NMS Starts the NMS services. Stop and start the services when
services the Unicenter TND Agent
Technology Service sub-services
are not active.
5. Run awwalk Checks if the SNMP agents on a To check the trap mechanism
monitored server are running or and view the OID nodes.
not. Enter either the host name or
IP address.
6. Ping Monitored Allows you to ping the monitored Check when specific agents or
Server server and check communication monitored servers do not send
between the NMS and monitored traps.
servers. Enter either the host
name or IP address.
7. Reset DSM Resets the NMS engine. When you have critical timeout
Engine errors and you modify the
pollTimeout and need to restart
the services.
8. Clean Sadmin Cleans the admin settings for This should be done ONLY in
NMS. consultation with NICE
Support!!!!
Contents
Troubleshooting Workflow
If you encountered any problems with your Telephony Services Server, following the steps
described in this workflow will enable you to isolate and properly identify the problem.
Gathering Information
Important issues to consider are:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
4. Select your Telephony Services Server and verify that it is correctly defined.
IMPORTANT
This procedure is not relevant to the Diva analog interface.
IMPORTANT
This procedure is not relevant to the Diva analog interface.
3. Check that the extensions are connected to the Dialogic board on the correct ports.
4. Dialogic JCT PCIExpress board only : There may be a Power Budgeting issue.
Certain PCI Express boards include a built-in power management feature. If the installed
Dialogic SR 6 software does not support the power management PCI Express board feature,
the board may not start correctly, or may start but will fail to recognize the star (*) key, and
errors will appear. Upgrading the software will not remedy this problem.
Solution
Power Budgeting Jumper P3 is comprised of a three-pin jumper which determines the way in
which the board responds to the system power budgeting feature.
The Power Budgeting Jumper P3 can be configured in one of the two following ways:
If Power Budgeting is not implemented: The Dialogic JCT PCIExpress board must be
plugged into a x4 or higher slot with the P3 jumper in position 1-2 (power budgeting ignored).
If Power Budgeting is implemented: A Dialogic JCT PCIExpress board can be plugged
into a x1 slot but the P3 jumper must be in position pins 2-3 (power budgeting adhered to).
TIP:
• When using the HP DL380 G5 Dialogic board, set the jumper on pins 1 and 2,
causing power budgeting to be ignored. When this jumper is set on the default pins
(2,3) the board may not have power, preventing the board from starting.
• Ensure that the latest software is installed.
For more information about this issue, see P3 Jumper Settings for Dialogic® PCI Express Boards.
5. For each Dialogic board, check that the SW100 switch is set to the required ID number.
6. If more than one Dialogic board is installed, check the H100 cable connections. The first
connector on the H100 cable must be connected to board ID 0, and the last connector on the
H100 cable must be connected to the last Dialogic board.
7. Check that the Dialogic board is placed correctly into the slot.
8. Move the Dialogic board to a different slot.
9. Use the ISDIAG Utility to check the E1 or T1 trunks. See Using the ISDIAG Utility
on page 461.
10. Check that the Dialogic boards have been configured correctly according to the type of board.
11. Use the Dialogic Voice Demo to test the channel, check that you can record and playback
WAV and VOX files, and test that you can get digits from the extension. See Testing the
Extension Using the Dialogic Voice Demo on page 464.
12. Test the lines from the patch panel with an analog phone and from the Y-Cable with a
telephone butt set.
13. Try to configure and test one port at a time.
14. Verify the pinouts.
15. Check the Dialogic board using the Universal Dialogic Diagnostics Utility. See Using the
Universal Dialogic Diagnostics Utility on page 470.
Certain PCI Express boards include a built-in power management feature. If the installed
Dialogic SR 6 software does not support the power management PCI Express board feature,
the board may not start correctly, or may start but will fail to recognize the star (*) key, and
errors will appear. Upgrading the software will not remedy this problem.
Solution
Power Budgeting Jumper P3 is comprised of a three-pin jumper which determines the way in
which the board responds to the system power budgeting feature.
The Power Budgeting Jumper P3 can be configured in one of the two following ways:
If Power Budgeting is not implemented: The Dialogic JCT PCIExpress board must be
plugged into a x4 or higher slot with the P3 jumper in position 1-2 (power budgeting ignored).
If Power Budgeting is implemented: A Dialogic JCT PCIExpress board can be plugged
into a x1 slot but the P3 jumper must be in position pins 2-3 (power budgeting adhered to).
TIP:
• When using the HP DL380 G5 Dialogic board, set the jumper on pins 1 and 2,
causing power budgeting to be ignored. When this jumper is set on the default pins
(2,3) the board may not have power, preventing the board from starting.
• Ensure that the latest software is installed.
For more information about this issue, see P3 Jumper Settings for Dialogic® PCI Express Boards.
5. For each Dialogic board, check that the SW100 switch is set to the required ID number.
6. If more than one Dialogic board is installed, check the H100 cable connections. The first
connector on the H100 cable must be connected to board ID 0, and the last connector on the
H100 cable must be connected to the last Dialogic board.
7. Check that the Dialogic board is placed correctly into the slot.
8. Move the Dialogic board to a different slot.
9. Use the ISDIAG Utility to check the E1 or T1 trunks. See Using the ISDIAG Utility
on page 461.
10. Check that the Dialogic boards have been configured correctly according to the type of board,
that is, Digital T1 or Digital E1.
11. For Digital E1 or T1 ISDN PRI trunks, check the switch configuration. The configuration
varies according to the type of switch integration.
12. Test the lines from the patch panel with an analog phone and from the Y-Cable with a
telephone butt set.
13. Try to configure and test one port at a time.
14. Verify the pinouts.
15. Check the Dialogic board using the Universal Dialogic Diagnostics Utility. See Using the
Universal Dialogic Diagnostics Utility on page 470.
IMPORTANT
This procedure troubleshoots Dialogic digital trunk boards only.
This procedure confirms that the Dialogic board and the trunk are properly connected.
In this procedure, you enter a telephone extension from your site. The program dials the telephone
extension and the telephone rings.
Before you begin, you will need the following:
• The location of the isdiag.exe file.
• A telephone extension connected to your site.
• The trunk connected from the switch to the Logger.
WARNING
If any of the values are not set to zero, check that both the Dialogic board and the switch
are configured correctly.
Extension number
3. Start the VoiceDemo application by selecting Start > Programs > Dialogic Service >
Demos > Voice > Voice Demo.
The Dialogic Voice Demo Application appears.
3. Start the VoiceDemo application by selecting Start > Programs > Dialogic Service >
Demos > Voice > Voice Demo.
The Dialogic Voice Demo Application appears.
3. Click Continue.
A warning message appears.
4. Click Yes.
The Universal Intel Dialogic Diagnostics window appears.
Figure 15-31 Universal Intel Dialogic Diagnostics Window
5. Select the board you need to test and click Specify Tests.
The Specify Tests window appears.
7. If any failure occurs, a new screen appears displaying information about the failed board. To
view the details about the failed board, click Details.
8. Click Done.
To troubleshoot line connections using the NICE Playback Telephony Layer Tester:
1. Navigate to ...\NICE Telephony Services\bin and double-click
NiceApplications.Playback.TelephonyServices.TelLayer.GuiTester.exe.
The NICE Playback Telephony Layer Tester appears.
Figure 15-34 NICE Playback Telephony Layer Tester Main Window
Detected resources
3. IP lines only: If you need to test IP lines, in the Telephony Configuration and IP
Configuration areas, enter the relevant information.
4. Click Init Telephony.
The available lines are displayed.
Figure 15-36 NICE Playback Telephony Layer Tester - Available Lines
Available lines
5. Select one or more lines or click Create All Lines. The selected lines become available for
testing.
NOTE: When testing IP lines, to confirm connectivity, you only need to test one line.
When testing analog lines, we recommend testing all available lines.
9. To play a recorded call, in the Play area, click Browse and select a WAV file to play. Then
click Play.
The selected file plays. The NICE Playback Telephony Layer Tester displays a message
indicating that the file played successfully.
Figure 15-39 NICE Playback Telephony Layer Tester - File Played Successfully
3. In the Organization tree, expand your site and select Playback > Telephony Services.
Figure 15-42
4. Select a Telephony Services Server, select the Log Level tab, and from the Log Level
dropdown, select Debug.
5. Click Save .
Checking Ports
Check the required ports are open.
To check connectivity:
1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System
Administrator.
2. From the Settings menu, select Technician Mode.
3. In the Organization tree, expand your site and select Playback > Telephony Services.
4. Select a Telephony Services Server, select the General tab, and check the HTTP and TCP
ports:
3. On the workstation:
a. Copy RemotingClientTester.exe and ClientRemotingPortTester.dll to the
workstation.
b. Double-click RemotingClientTester.exe.
c. In the From field, enter the lower port range, and in the To field, enter the upper port
range. This can be done in batches of 500 ports, in the range of 1024 to 5000. If the
system is configured to use specific port ranges (as shown in step 1), use the relevant port
ranges.
d. Click Run.
5. If a number of ports fail, this indicates a communication problem between the server and
client.
IMPORTANT
If a switch does not require a dial plan, select Empty Prefix when defining it. Do not leave dial
plan definitions as Disabled!
Contents
Overview........................................................................................................................491
Isolating the Problem ...................................................................................................492
Gathering Information ..............................................................................................492
Checking the NiceScreen Logger Service Status ....................................................492
Checking the ScreenAgent Interactions Center Registration...................................493
Checking the Configuration......................................................................................494
Checking SAMS for Errors .......................................................................................494
Isolating the Problem Further...................................................................................496
Checking the NiceScreen Logs................................................................................496
Checking the ScreenAgent Logs..............................................................................496
Checking the RCM Logs ..........................................................................................497
Checking the Call Server Logs.................................................................................497
Checking the Call Status in the Database ................................................................497
Checking the Rule....................................................................................................497
Checking the Naming Resolution.............................................................................498
Checking Connectivity..............................................................................................498
Verifying the ScreenAgent Configuration .................................................................500
Testing the ScreenAgent ..........................................................................................500
Other Troubleshooting Issues ..................................................................................501
Overview
If you experience a problem with Screen recording follow the steps below to isolate the problem:
Figure 16-1 Workflow Diagram
2. Point your cursor to the icon in the tray, a tooltip displays information about NiceScreen
Logger. When you click on the icon, status details are displayed.
Figure 16-2 Logger Status Details
3. On the computer where the NiceScreen Logger is installed check that mmloggersvc.exe is
an active process running on the computer. If not, the installation may have failed.
Chapter 16: NiceScreen Troubleshooting Flow 492
5. Click Refresh. The ScreenAgents that were registered to the Interactions Center appear in the
list. If a ScreenAgent is not registered, it will not appear in this list and will not be recorded.
6. Perform the following checks based on the outcome:
• If there are no agents logged in, there may be a network problem. Check the network
connectivity and the ports. See Checking Connectivity on page 498.
Chapter 16: NiceScreen Troubleshooting Flow 493
• If the agents that are not being recorded do not appear in the list:
• Check the agent workstation where ScreenAgent is installed and screenagent.exe is
running.
• Check that the particular workstation is configured correctly. See Checking the
Configuration on page 494.
• Check the particular workstation for a port blockage See Checking Connectivity
on page 498.
7. Check the SAMS logs. See Checking SAMS for Errors on page 494.
8. Search the ScreenAgent logs in order to identify problems with regards to registration to the
Interactions Center. See Checking the ScreenAgent Logs on page 496.
according to severity. From least to most severe, severity is as follows: Debug, Info, Warn, Fatal,
Bug, and Event. By default, the SAMS threshold is set to Fatal. This means that status with a
severity of Fatal, Bug, or Event will be displayed in the SAMS Report console.
To check SAMS:
1. Check that the SAMS service is running. If the service is not running select Start > Settings
> Control Panel > Administrative Tools > Services, and start the service.
2. Ensure that SAMS has been installed properly.
3. Once the SAMS service is running, the SAMS Server icon is displayed in the computer's
system tray .
4. To start the SAMS Report, right-click the SAMS Server icon and select Start.
5. Messages are sent to the SAMS Report console window.
Figure 16-5 SAMS Report
All messages sent to the SAMS Report console window display the following parameters:
• Date and time message was sent
• Severity level - From least to most severe: Debug, Info, Warn, Fatal, Bug, Event
• Name of the component that sent the message (for example, SA - for ScreenAgent)
• IP address and port number or host name of the machine from which the message was sent
• Report type:
• Install - message report success/failure
• Uninstall - message report success/failure
• Startup - information report
• Shutdown - information report
• Online - message sent while ScreenAgent is running
• Message content
6. Check the SAMSReport.log file to review the status information that is no longer displayed
in the SAMS Report console. The file is in the SAMS installation folder:
C:\Program Files\Nice Systems\SAMS Server\SAMSServerLog.
In NICE Perform Release 3 Service Pack 4 and above, the logs are located in different folders
depending on the Operating System. For Windows 2000, Windows XP, Windows 2003 Server the
logs are in C:\Documents and Settings\All Users\Application Data\Nice\Screen Agent. For
Windows Vista the logs are in C:\ProgramData\Nice\Screen Agent.
5. Verify that Screen is selected, check all the Rule Filter tabs and verify that the filter does not
exclude the required screen interactions.
Checking Connectivity
Perform connectivity checks.
To check connectivity:
1. Check that port 30100 is open for incoming communication on the NiceScreen Logger server.
2. Check that port 2010 is open for incoming communication on the NICE Interactions Center
server.
3. Check that port 2001 is open for incoming communication on the NICE SAMS server.
4. Verify the NAT/PAT connectivity and configuration:
a. The services must be accessed by fully qualified machine names; a DNS service should be
available to allow names resolution.
b. For a NAT/PAT environment, verify that useMachineName is set to True in the
configuration file for each service.
IMPORTANT Any change of configuration files should be performed ONLY in consultation with
NICE Support!
5. The ScreenAgent process uses arbitrary ports to communicate with the ScreenLogger,
Interactions Center and SAMS Server. Verify that outgoing communication is not blocked
from the ScreenAgent workstations.
6. Check that the following ports are open.
Port List
3. Click the Settings button. In the Settings window, select Screen as your Recording
5. Select an agent who is logged in and on the phone. (Indicated by this icon ).
6. Click Monitor . The Screen icon should appear in the Monitor column.
7. NICE Player opens and plays the agent's screen. If there is a recording problem, the relevant
error will appear. Use this reason to resolve the recording failure.
IMPORTANT
• DO NOT use text wrap as this will corrupt your configuration file.
• Any change of configuration files should be done ONLY in consultation with NICE Support!!!!
• The Expansion Tool is an internal utility which enables you to expand the number of input
channels and/or the amount of storage capacity of the NiceScreen Logger. The Expansion Tool
performs the necessary modification and adjustment to the NiceScreen Logger data system
and configuration file while preserving the existing metadata. For further details, see the
NiceScreen Expansion Tool Guide.
IMPORTANT
This tool should only be used in consultation with NICE Support!!!!
• Run LogCollector.exe on the workstation to gather the Player log, Playlist, Screen Log and
any other selected files. The files will be collected in the C:\Program Files\NICE
Systems\NICE Player\temp folder. After a full day of collecting the logs, zip the directory
and send the zip file to NICE Technical Support.
You want to verify if a remote You need to check that no secondary capture driver was
control application is installed on installed by the remote-control application. To do so follow
the workstation the following steps:
1. Enter the Registry (use RegEdit)
2. Examine the value of the “\Device\Video0” key
located in the following hive path:
HKEY_LOCAL_MACHINE\\HARDWARE\\DEVICE
MAP\\VIDEO.
ScreenAgent installation fails and Manually remove all ScreenAgent related files as follows:
regular uninstallation procedures 1. Make sure ScreenAgent is down (use
fail ScreenAgentTester)
2. Delete the ScreenAgent folder from the workstation’s
hard disk.
3. Open the Workstation registry and delete the
following keys:
• Before deleting this key, write down the string value of
AppGUID.
HKEY_LOCAL_MACHINE\Software\NICE
Systems\NICE Screen.
Search for the key that matches the string from the
AppGUID key. When located, delete the key.
ScreenAgent fails to load Change the order in which the ScreenAgent loads.
To do this:
• Increase the WaitForActivate parameter in the Agent
registry file.
The Data Rate is too high • Lower the workstation’s screen resolution/color depth.
• Set EnableAnimation=0, EnableScreenSaver=0,
and EnableWallPaper=0 in the Agent registry file.
• Set EnableFullDrag=1 in the Agent registry file.
• Set CompressionLevel=2 in the Agent registry file.
• Increase the value of CacheSize in the Agent registry
file.
• Set CaptureMethod=1 (Hooking) in the Agent
registry file. In most cases, the Scraper method
produces more data than the Hooking method, but
there are exceptions to this rule, therefore it is
advisable to check this per workstation.
The ScreenAgent disconnects • Make adjustments for a high data rate (see the
due to a high data rate previous item in this list)
• Increase RecBuffSize in the Agent registry file.
• Increase the interval between two consecutive
KeyFrames: increases MinTimeBetweenKF in the
Agent registry file.
The following message appears This message indicates that the Capture component did
when you start the workstation: not successfully load.
Capture layer initialization failed. • Increase the timeout of WaifForActivate in the Agent
Application is aborting. If you are registry file.
after installation restart the
• Check for conflicts with the Display Driver or other
computer.
application that is preventing ScreenAgent to load the
Capture component.
You need to change the scraping • Change CaptureMethod in the Agent registry file.
method used by the Scraper
capture method.
WARNING
Do not edit values in the MMLogger.cfg file. Editing values directly in the MMLogger.cfg
file can cause your system to malfunction!
The following table lists the parameters contained in the MMLogger.cfg file:
General
Concurrency
File
File_Page_Size_In_Kb Part of the file which the Logger retains in Default = 128
memory, called cache quantum or page.
Usually the Logger reads/writes a whole
page from/to disk. This value should not
exceed the file size. A large page size
improves I/O operation performance but
utilizes a lot of computer memory.
Storage
Storage This section lists all the storage portions used by NiceScreen
Logger.
The number on the right side of the equal sign (=) indicates
the order in which this portion is used for Logger storage.
Each portion (file and partition), must be listed here with its
ordinal number.
Example:
STORAGE_PORTION_1 = 1
STORAGE_PORTION_2 = 2
Note: You can define your own storage portion name, but
you must then use this same name to configure the Storage
Portion parameters (path+size). See below.
Data System
Auto Deletion
Channels
Memory Cache
Memory Allocation
Communication
Logs to Screen
Logs to File
Number_Of_LogsFiles Default = 5
Publisher General
This chapter describes common troubleshooting issues and how to verify that the Storage Center
was properly installed. It also includes a troubleshooting workflow to solve various issues.
Contents
3. Verify that the first connection is defined with the IP address of the Storage Center server.
4. If the first connection is not defined with the IP address of the Storage Center server, change
the order of the connections (using the Up/Down arrows), or change the IP address of the first
connection to the IP address of the Storage Center server.
3. Right-click the SCLoader Service and select Properties. The SCLoader Properties window
appears.
4. Click the Log On tab. Verify that This account is selected and that the correct username
appears in the field.
The next steps verify that the SnmpAgent object and SNMP Service both log on using the same
account.
3. Navigate to Components Services > Computers > My Computer > DCOM Config.
9. In the Configuration Permissions area, click Edit. The Change Configuration Permissions
window appears.
10. Verify that the user belongs to the Administrators Group with Full Control Permission.
11. Click OK to close the SnmpAgent Object Properties window. Then exit the application.
4. Click the Log On tab. Verify that the This account field contains the same username as the
Storage Center uses for logon.
Check the Storage Center tables, tblStorageCenterXX in the nice_interactions of the relevant
calls to see whether the Rule Engine inserts new calls:
• Query on iArchiveID to see if it increases, and check the last interactions Start and Stop times.
When the time of the last interaction is known, you can tell whether new interactions were
inserted.
• If the Rule Engine inserts calls, the problem is in the Storage Center.
Check that there is an Active Rule in the Rule Manager, and check its schedule.
In the nice_rule database, check the next schedule time of the Storage Center rule by running the
following query:
SELECT tblREStorageCenterRule.nvcRuleName,
tblRELocalRuleSchedule.iScheduleID,
tblRELocalRuleSchedule.dtNextScheduleTime,
tblRELocalRuleSchedule.dtLastRunTime
FROM tblRELocalRuleSchedule INNER JOIN
tblREStorageCenterRule ON tblRELocalRuleSchedule.iScheduleID =
tblREStorageCenterRule.iScheduleID
WHERE (tblREStorageCenterRule.iStatus = 1)
A section of the tblREStorageCenterRule table appears below, showing the format of the
date fields.
Check that the Rule Engine generates actions for the Storage Center Rules by running the
following query:
SELECT *
FROM tblREStorageCenterAction
Check the Start time, Stop time and interaction ids in the results of the query.
If the table does not fill up, check that the Event Providers collect the interactions:
Run the query:
SELECT *
FROM tblRECallServerEvent
Check that the results contain calls that are not archived.
• If the table does not contain the calls, the error may be in the Event Collection step. Call
the NICE Customer Services.
• If the interaction is in the Event table, the problem may be in the Generation step.
The reason could be one of the following:
a. The Generation Query takes a long time and does not complete because of timeout.
Maybe there are missing indexes. See the Database Administrator.
b. The rule has problems with the file name mask and the post process of the Storage
Center rule, stored procedure spREStorageCenterRulePostProcessing, failed.
Check that the File name mask is not empty by running the following query:
SELECT nvcRuleName, iRuleId, nvcDescription, iStatus,
nvcFileNameMask
FROM tblREStorageCenterRule
Check that nvcFileNameMask is not empty for the required rule.
• The problem could be in the Execution step:
In a Multi Data Hub environment, the secondary Rule Engine Log file may contain the
following message:
[StorageCenterExecuter.OnProcessWorkItem] Failed to execute Storage Center action
System.Data.SqlClient.SqlException: The operation could not be performed because the
OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction.
[OLE/DB provider returned message: New transaction cannot enlist in the specified
transaction coordinator. ]
OLE DB error trace [OLE/DB Provider 'SQLOLEDB' ITransactionJoin::JoinTransaction
returned 0x8004d00a].
It may be that the Microsoft Distribute Transaction Coordinator (MSDTC) is not
configured properly.
Storage Center rules require that the MSDCT works correctly. This can be checked by
performing the following command:
BEGIN TRANSACTION
SELECT * FROM nice_rule_link.nice_admin.dbo.tblSCTasks
COMMIT
If the command fails, MSDTC must be fixed. See Enabling MSDTC to Function in a Multi
Data Hub Environment.
• In a Multi Data Hub environment, the problem could be in the Rules Manager behavior.
Rules defined by the Rules Manager are relevant for all sites.
The Rules definitions are written to the Master site and are replicated to all secondary
sites.
If the Rule Engine inserts new calls into tblStorageCenterXX, the archiving rule is probably
correct and the problem is in the Storage Center. In this case continue with Checking the Storage
Center Archiving on page 531. If there are no new calls, continue with Troubleshooting the
Archiving Rule on page 529.
FROM tblREStorageCenterAction
2. In the query results, check the start time, stop time and interaction IDs.
3. If the table does not fill up, check that the Event Providers collect the interactions by running
the query:
SELECT *
FROM tblRECallServerEvent
4. Check that the results contain calls that are not archived.
• If the table does not contain the calls, the error can be in the Event Collection step. Call the
NICE Customer Services.
• If the interaction is in the Event table, the problem can be in the Generation step. The
reason could be one of the following:
• The Generation Query takes a lot of time and does not complete because of timeout.
Maybe there are missing indexes. See the Database Administrator.
• The rule has problems with the file name mask and the post process of the Storage Center
rule. The database function spREStorageCenterRulePostProcessing failed. Check
that the File name mask is not empty by running the following query:
SELECT nvcRuleName, iRuleId, nvcDescription, iStatus,
nvcFileNameMask
FROM tblREStorageCenterRule
Check that nvcFileNameMask is not empty for the required rule.
• The problem could be in the Execution step. In a Multi Data Hub environment, the
secondary Rule Engine Log file can contain the following message:
[StorageCenterExecuter.OnProcessWorkItem] Failed to execute Storage Center action
System.Data.SqlClient.SqlException: The operation could not be performed because the
OLE DB provider 'SQLOLEDB' was unable to begin a distributed transaction.
[OLE/DB provider returned message: New transaction cannot enlist in the specified
transaction coordinator.]
OLE DB error trace [OLE/DB Provider 'SQLOLEDB' ITransactionJoin:JoinTransaction
returned 0x8004d00a].
• It is possible that the Microsoft Distribute Transaction Coordinator (MSDTC) is not
configured properly. Storage Center rules require that the MSDTC works correctly. This
can be checked by performing the following command:
BEGIN TRANSACTION
SELECT * FROM nice_rule_link.nice_admin.dbo.tblSCTasks
COMMIT
If the command fails, MSDTC must be fixed.
• In a Multi Data Hub environment, the problem could be in the Rules Manager behavior.
Rules defined by the Rules Manager are relevant for all sites. The Rules definitions are
written to the Master site and are replicated to all Secondary Data Hubs.
• 7 - Call was not found in the Logger. Check why the call is not found in the Logger.
Owner Thread ID
3. Track the task snapshots in the log files. Each task snapshot details the current tasks and the
number of elements distributed among Loggers.
Task Name Task ID Rule ID
IMPORTANT
When you change the Locate Settings, playback is temporarily discontinued while the Playback
Service restarts. Only perform this procedure at times when playback can be interrupted.
a. Verify that you are working in Technician mode: From the Settings menu, select
Technician Mode.
f. Select one or several Storage Center servers and click OK. The servers appear in the list.
g. Click Save .
The Playback Service restarts and registers the new Locate Settings.
3. From the Business Analyzer application, query for archived calls. See the Business Analyzer
Guide for more detailed information.
a. Edit or create a query.
b. Select Call Profile, and in the Archiving area, select Archived for Voice and Screen.
c. Click Save & Run.
The archived interactions are listed in Business Analyzer. This list includes interactions
stored in the Storage Center as well as other locations. Since we defined the Locate
Settings to occur only in the Storage Center, not all these interactions will play back.
d. Play back an interaction. If playback is not successful, select another interaction until you
find one from the Storage Center.
e. Verify in the Playback Service logs that the playback was performed from Storage Center.
See Checking the Nice Storage Streaming Service Logs on page 532.
4. To change the Locate Settings back to their original settings, repeat Step 2 but use the original
Locate Settings in Step d.
Each NICE Perform server and application stores vast amounts of information that proves useful
for analyzing and troubleshooting a system.
Introducing the Log Collector! The Log Collector is an easy-to-use utility that gathers the
information from all your NICE Perform servers and local workstation, in the form of reports, for
easy transfer for analysis.
The Log Collector is compatible with all versions of NICE Perform Release 3, Service Pack 4 and
higher.
The Log Collector does not require an installation process. Simply copy the Log Collector files to
your hard drive and you are ready to go!
Contents
What is a Component?
A component is a functional unit of your NICE Perform system from which information can be
collected for troubleshooting procedures. Each component can produce several reports. Examples
of components are:
• ScreenSense
• Playback Server
• SQL Server
Figure A-1 Components
Components
What is a Report?
A report is a piece of information retrieved by the Log Collector for a specific component. A
report is the lowest level in the Log Collector Reports tree. Examples of reports are:
• System Administrator logs
• ScreenSense configuration
Figure A-2 Reports
Component
Reports
FAQs
Can I select what information to collect?
Yes
The Log Collector has a discovery phase where all information that can potentially be
collected is listed. You can select to exclude items from your collection.
Can I specify a time frame for information collected in each report?
No
Currently, the Log Collector has a predefined time frame for each report. This is internal and
can differ for each report. This time frame cannot be modified.
Example: A report has a time frame for one month. You run the report on February 1.
Information will be collected from January 1 until February 1. If you run the report again on
February 15, information will be collected from January 15 until February 15.
Can I preschedule more than one collection?
Yes
To schedule repeated collections, or separate collections for Clients and for Servers (or for
selected components), start another instance of the Log Collector. Each instance of the Log
Collector runs as a separate application and you can specify a separate schedule in each.
Note that the first set of reports will be overwritten by the second set of reports. To avoid
losing the first set of reports, save the first set before the next run of the Log Collector.
Can I export the collected reports to be opened on a different machine?
Yes
To transport collected reports from one machine to another, create an Export file. Then import
the file on the new machine.
Where are the reports saved?
Reports are automatically saved to a temporary location on your local machine. You cannot
change this location. The reports will automatically be overwritten the next time that Log
Collector is run. To save reports, create an Export file. You can also save selected files by
opening them in another application and then saving.
Limitations
The following limitations are currently in effect:
• The Packages report (in the Applications Suite section) fails when run on NICE Perform
Release 3, Service Pack 4.
• If the SQL is down, the Automatic Discovery (Read from Database) option does not work.
Reports must be selected manually.
• ClearSight reports are produced only when the system is configured for NT authentication.
• The Log Collector can only connect to Loggers which are installed as services. Loggers which
are installed as processes cannot be polled for reports.
• The Log Collector saves its reports in your local temp folder. You must verify that there is at
least 1 GB of free space on the local temp folder to store reports. Reports will not be saved if
enough free space is not available.
• The temporary location for all Log Collector reports cannot be changed. Reports are saved in
your local temp folder until they are exported to another location or overwritten by another run
of the Log Collector.
• Reports which are not exported to another location, will be automatically overwritten at the
time of the next run (scheduled or manual).
• When you use the Open With Viewer option to open a report, Log Collector opens the report
from its source (from the server), not from the copy it saved locally. Thus the contents of the
report seen might differ from the contents of the saved report.
Getting Started
Verify that there is at least 1 GB of free space on the local temp folder to store reports. Reports will
not be saved if enough free space is not available. The temporary location for reports cannot be
changed.
The Log Collector does not require an installation process. Simply copy the Log Collector files to
your hard drive and you are ready to go!
Figure A-3 Log Collector Application Files
Selection
Area
Reports
Collection
Log
Progress
Bar
3. You can connect to a server to allow automatic discovery of all components. Continue with
Step 4.
-or-
You can manually add only selected components. Continue with Step 5.
-or-
You can do both.
4. To connect to a server for automatic discovery, do the following:
a. Click Read From Database . The SQL Server Credentials window appears.
b. Enter the Hostname or IP address for the SQL Server where the NICE Perform
databases reside.
c. Select SQL Server connection credentials.
d. Click OK.
Log Collector runs a discovery task and fills the Server Reports list with all the
information components that can be collected from your NICE Perform servers and
connected Data Hubs.
Figure A-7 Server Reports
e. Expand a branch to see all potential reports. Clear the checkbox of any report not currently
needed.
Appendix A: Collecting Information Using the Log Collector 545
If you leave an item selected that is not installed (i.e., you leave ScreenSense selected and
ScreenSense is not installed), it will appear as an error after the collection is run.
Figure A-8 Server Reports - Selection
Component
Reports
Component
Reports
b. Enter the Host Name or IP Address of the Server where the components reside.
c. If the SQL server is installed on a different server, select Use dedicated SQL Server.
Then enter its host name or IP address.
d. Select components from the list. Then click OK.
The selected components appear under the new branch, Data Hub:Undefined.
Figure A-10 Server Reports - Undefined
Data Hub:Undefined
6. Click Start to start collection now or click Schedule Collection to start collection at
a later time (see Scheduling Collection on page 558).
The Server Credentials window appears.
Figure A-11 Server Credentials Window
7. In the Machine Credentials area, select one of the following types of Authentication:
• Current Windows User
• Different Windows User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row then click Copy Credentials to fill the entire table with the same values.
8. In the SQL Server Credentials area, select one of the following types of Authentication:
• Current Windows User
• Different Windows User (enter a Password and Domain (optional) for the user)
• SQL User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row then click Copy Credentials to fill the entire table with the same values.
10. When the collection is complete, you will see the following results:
11. Double-click a report that completed successfully in the Server Reports list to see its
contents in the right pane. Each report appears in a separate tabbed page. For tips on viewing
more than one report at a time, see Viewing Collected Reports on page 560.
NOTE: If you double-click a report that was unsuccessful or was not selected for
collection, the Log Collector will run again, for that report only, and try to locate its
information and create a report.
Figure A-13 Server Tabbed Page Output
12. To save reports or to prepare them for shipping, export them as follows:
a. Click File > Export. The Save As window appears.
b. Enter a name for the zipped file and browse to a location. Then click Save.
All Client and Server reports are saved in one zipped file.
The new zipped file can be imported into the Log Collector on a different machine for
viewing.
Selection
Area
Reports
Collection
Log
Progress
Bar
All information that the Log Collector can potentially collect from your local machine appears
under the Machine LOCALHOST branch. This includes machine settings and NICE
applications.
5. Expand the Machine LOCALHOST branch to see all potential reports. Clear the checkbox of
any report not currently needed.
If you leave an item selected that is not on your machine (i.e., you leave Player selected and
Player is not installed), it will appear as an error after the collection is run. The information
found on your machine will be collected and saved in the form of separate reports.
Component
Reports
Component
Reports
6. Click Start to start collection now or click Schedule Collection to start collection at
a later time (see Scheduling Collection on page 558).
Figure A-18 Client Reports Results
7. When the collection is complete, you will see the following results:
All Successful reports will be exported. Failed reports will be copied to maintain the Reports tree
structure. Reports not marked to run will not be copied to the export file.
Figure A-20 Reports Exported
Create Export file from: Export file after reimporting:
Server Reports
Client Reports
3. Expand the branches in the Imported Reports list. Then double-click a report to view it in the
right-hand pane. Each report appears in a separate tabbed page. For tips on viewing more than
one report at a time, see Viewing Collected Reports on page 560.
NOTE: Reports that were unsuccessful cannot be rerun from the Import Reports list.
Scheduling Collection
The Log Collector can be prescheduled to create reports at a predetermined time. Each instance of
the Log Collector can be scheduled for one run. To schedule repeated collections, or separate
collections for Clients and for Servers (or for selected components), start the Log Collector
application again.
• Different Windows User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row then click Copy Credentials to fill the entire table with the same values.
5. In the SQL Server Credentials area, select one of the following types of Authentication:
• Current Windows User
• Different Windows User (enter a Password and Domain (optional) for the user)
• SQL User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row, then click Copy Credentials to fill the entire table with the same values.
6. Click Schedule.
7. The Log Collector window is minimized and a tray icon appears in the Notification area of
your desktop until the time when the Log Collector runs.
Figure A-23 Notification Area with Log Collector Icon
When the scheduled time arrives, Log Collector runs and the Log Collector window opens
with the results.
TIP: To cancel the collection before it runs, right-click the Log Collector icon and select
Cancel Scheduling.
If you click a report tab, the report will be highlighted in the Reports tree.
a. Click a tab and hold down the left mouse button until the directional indicator appears.
b. Drag the mouse to the directional indicator and select a location for the tabbed page.
The split screen appears.
Figure A-26 Tabbed Pages Split Screen
4. If you have many tabbed pages opened, use the dropdown list to switch between pages.
Figure A-27 Tabbed Pages Dropdown List
Server-Side Reports
The following sets of server-side reports are available from each of your Data Hubs. You can
select a whole group of reports or individual reports.
General Server-Side Reports
Applications Suite Reports
Playback Telephony Services Server Reports
Logger Reports
SQL Server Reports
Interactions Center Reports
Storage Center Reports
Reporter Reports
NiceScreen Logger Reports
ScreenSense Reports
Stream Server Reports
Business Services Framework (BSF) Server Reports
CTI Integrations Reports
Media Library Reports
Audio Analysis Reports
VRG Reports
MPCM (Media Provider Controller Manager) Reports
RTS Reports
ClearSight Categories Collects number of transcribed and not transcribed calls for
each category
ClearSight Topics Collects information about Top 20 topics for each category
Playback Telephony Services Collects the chart from Playback Telephony Services Server
Report Charts reports
Logger Reports
Logger Reports
Voice Logger SNMP Registry Collects Voice SNMP Agent registry under
HKLM\SOFTWARE\NICE Systems\VoiceLoggerSnmpAgent
VoIP CIM Service Registry Collects VoIP Logger CIMService registry under
HKLM\SYSTEM\CurrentControlSet\SERVICES\CIMService
Reporter Reports
Reporter Reports
ScreenSense Reports
ScreenSense Reports
VRG Reports
VRG Reports
RTS Reports
RTS Reports
Client-Side Reports
The following sets of client-side reports are available from your local machine. You can select a
whole group of reports or individual reports.
General Client-Side Reports
Player Reports
ScreenAgent Reports
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IE Local Machine Settings Gets Internet Explorer settings for Local Machine zone
IE Trusted Sites Settings Gets Internet Explorer settings for Trusted Sites zone
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ScreenAgent Reports
Contents
Overview........................................................................................................................574
Common Terms.............................................................................................................575
Verifying the System Administrator User...................................................................576
Adding the System Administrator User to Computers not in an Active Directory
Environment..................................................................................................................578
Editing DCOM Permissions .........................................................................................582
Setting Security Permissions through the WMI Control...........................................588
Overview
The System Administrator includes a summary page that displays the NICE product version and
the installed Updates. See the System Administrator Guide for more information.
Figure B-1 Summary Page in the System Administrator
Version
Update
This summary page is generated by accessing the product information from the computers in the
NICE system. In order to access this product information, the System Administrator user needs to
be included in the DCOM and WMI security settings on each computer in the NICE system. The
System Administrator user is the user associated with the Nice SystemAdministrator service.
This association is defined when NICE Perform applications are installed on the Applications
Server. To verify the identity of this user, see Verifying the System Administrator User
on page 576.
In this appendix, we describe how to change the security settings to enable the System
Administrator user to access information on these computers.
Workflow
The workflow differs slightly depending on whether or not you are working in an Active Directory
environment.
1. Verifying the System Administrator User. To verify the identity of the System
Administrator user, you check which user is associated with the Nice SystemAdministrator
service.
2. (Not Active Directory Environment Only) Adding the System Administrator User to
Computers not in an Active Directory Environment. The System Administrator user needs
to be included on all computers in the NICE system. If you are not working in an Active
Directory environment, you need to add this user through the Control Panel, if necessary.
3. Editing DCOM Permissions. You edit the DCOM permissions to enable the remote launch
and remote activation of WMI queries.
4. Setting Security Permissions through the WMI Control. By means of the WMI Control,
you set security permissions that enable the System Administrator user to remotely access
NICE system information.
Common Terms
Some common Microsoft terms used in this appendix are listed in the table below.
Term Meaning
WMI Namespace Each WMI namespace has a security descriptor, which allows each
namespace to have unique security settings that determine who has
access to the namespace data and methods.
NOTE: In an Active Directory environment, verify that the domain name of the System
Administrator user is the same domain as that of the computer, or is a trusted domain.
User Name
IMPORTANT
The System Administrator user cannot be Local System. The Local System user cannot be
granted the correct permissions for all the machines in the system. If the System Administrator
user is Local System, you need to change it to another user.
IMPORTANT
Before starting this procedure, obtain the user name and password of the System Administrator
user. See Verifying the System Administrator User on page 576 to obtain the user name.
4. Expand System Tools > Local Users and Groups > Users.
A list of existing local users appears in the right pane.
5. Verify that the System Administrator user appears in the list. If the user does not appear,
proceed to Step 6.
• Password and Confirm Password: Enter the password for the System Administrator
user.
8. Clear the User must change password at next logon check box.
9. Click Create.
The System Administrator user appears in the list in the left pane.
10. Proceed to Editing DCOM Permissions on page 582.
IMPORTANT
Before you begin this procedure, you need the System Administrator user name.
Right-click
My Computer
7. In the Group or user names area, verify that the name of the System Administrator user
appears, and proceed to Step 9.
8. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:
a. Click Add.
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names.
The user name and domain name appear.
d. Click OK.
The Launch Permission window reappears.
9. In the Group or user names area, select the System Administrator user.
10. In the Permissions for <User> area, in the Allow column, select Remote Launch and
Remote Activation, and then click OK.
12. In the Group or user names area, verify that the name of the System Administrator user
appears, and proceed to Step 14.
13. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:
a. Click Add.
The Select Users, Computer, or Groups window appears.
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names.
The user name and domain name appear.
d. Click OK.
The Access Permission window reappears.
14. In the Group or user names area, select the System Administrator user.
15. In the Permissions for <User> area, do the following:
3. Right-click the WMI Control (Local) icon, and then click Properties.
5. Click Security.
6. In the Group or user name area, verify that the name of the System Administrator user
appears, and proceed to Step 8.
7. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:
a. Click Add.
The Select Users, Computer, or Groups window appears.
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names.
The user name and domain name appear.
d. Click OK.
The Security for ROOT\DEFAULT window reappears.
8. In the Group or user names area, select the System Administrator user.
9. In the Permissions for <User> area, in the Allow column, select Execute Methods and
Remote Enable.
10. Click OK, and then close the Windows Management Infrastructure (WMI) window.