Nice Supervision

Version 8.
Supervision
User's Manual
for
NiceLog
NiceCall Focus III
NiceUniverse Compact
November 2005
385A0073-20 Rev. A0
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385A0073-20 Rev. A0
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Contents
About NICE Supervision 9
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
PART I - NICE Supervision General Capabilities
1
Getting Started With NICE Supervision 15
Starting NICE Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
NICE Supervision Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
NICE Supervision Window - Text View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
NICE Supervision Window - Graphic View . . . . . . . . . . . . . . . . . . . . . . . . . 20
NICE Supervision Window Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Changing Your NICE Supervision Password . . . . . . . . . . . . . . . . . . . . . . . . 21
Exiting the NICE Supervision Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2
Managing NICE Supervision Alarms 25
Setting Up NICE Supervision Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Setting Alarm and Faxing Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Setting Automatic Dialer Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Enabling and Disabling Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Responding to Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Manually Faxing Supervision Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3
NICE Supervision Reports 35
Using the NICE Supervision Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Contents 5
NICE Supervision User’s Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact
Creating a Channel Information Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Creating Channels Statistics Alarms Reports . . . . . . . . . . . . . . . . . . . . . . . . 42
Creating Call Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Switching to Different Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Creating a Standby Logger Statistics Report . . . . . . . . . . . . . . . . . . . . . . . . 48
PART II - NICE Supervision Product Specific Capabilities
4
Supervising Loggers 53
Defining Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Viewing a Voice Logger’s Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . . . 55
Viewing Configuration Details for a Logger. . . . . . . . . . . . . . . . . . . . . . . . . . 56
Setting Up a System-Wide Recording Schedule . . . . . . . . . . . . . . . . . . . . . . 58
Disabling Scheduled Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Uploading/Downloading Voice Logger Information . . . . . . . . . . . . . . . . . . . 62
Managing the Loggers’ Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Synchronizing all Logger Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Configuring the Logger’s Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Setting the Logger’s Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Adjusting Clocks for Daylight Savings Time . . . . . . . . . . . . . . . . . . . . . . . . 66
Centrally Configuring Logger Channel IDs . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Viewing Debug Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Reset Logger Mirroring Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Resetting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Shutting Down a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Coldstarting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
5
Supervising Media Library Servers 73
Defining Media Library Alarm Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Viewing a Media Library Server’s Self-Test Results . . . . . . . . . . . . . . . . . . . 75
Viewing Configuration Details for a Media Library Server . . . . . . . . . . . . . . 76
Creating a Media Library Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Contents 6
6
Supervising NiceCLS Servers 79
Defining NiceCLS Server’s Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Viewing a NiceCLS Server’s Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . 81
Viewing Configuration Details for a NiceCLS Server . . . . . . . . . . . . . . . . . . 82
Scheduling NiceCLS Working Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
7
Supervising NiceScreen Loggers 85
Defining NiceScreen Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Viewing a NiceScreen Logger Self-Test Results . . . . . . . . . . . . . . . . . . . . . . 87
Viewing Configuration Details for a NiceScreen Logger. . . . . . . . . . . . . . . . 88
PART III - Appendices
A
Warning and Error Messages 91
Voice Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
NiceCLS API Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
NICE Media Library BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
NiceScreen Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
TIM BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
AMU Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
B
Sample Call Activity Reports 109
Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
3D Column Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Area Graph. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
3D Area Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
3D Scatter Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Contents 7
3D Line Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Glossary 115
Index 125
Contents 8
About NICE Supervision
Introduction
Welcome to NICE Supervision, an easy-to-use Microsoft Windows-based software application
that provides the convenience of supervising all NICE components from one Supervision window.
The following products are monitored by NICE Supervision: NiceLog Loggers,
NiceCall Focus III, Media Library Servers, NiceCLS Databases, NiceScreen Loggers and
NiceUniverse Compact.
This manual describes the monitoring capabilities of NICE Supervision. For more information
about the NICE products that are monitored by Supervision see the Nice Query/Monitor User’s
Manual, NiceUniverse User’s Manual, NICE Reporter User Manual.
You can perform the following functions using NICE Supervision for all of your supervised NICE
products:
• Identify alarm conditions
• Set up alarm notification procedures, including triggering an audible alarm, faxing a message,
and sending a pre-recorded message to a pager or answering service
• Respond to warning and error messages
• View current status and configuration details for all NICE supervised units
• View an audit trail of all reported events, alarms and error messages
• Generate reports of status and configuration information for each NICE supervised unit
NICE Supervision also enables the System Administrator to connect directly to Loggers to
perform additional configuration and reporting functions.
About this Manual
About this Manual

This manual describes how to set up and respond to NICE Supervision alarms, and how to perform
system functions that are available with NICE Supervision for individual NICE products. This
manual is divided into the following parts:
PART I - NICE Supervision General Capabilities
Chapter 1 - Getting Started With NICE Supervision
Explains how to start and exit NICE Supervision, how to change your password, and how to use
the NICE Supervision window tools and options.
Chapter 2 - Managing NICE Supervision Alarms
Describes how to define alarm conditions and notification procedures, how to respond to alarms,
and enable and disable alarms for NICE supervised units.
Chapter 3 - NICE Supervision Reports
Provides instructions on how to search for, display and print system events using the NICE Audit
Trail, and how to generate system reports that are unique to NiceLog Loggers.
PART II - NICE Supervision Product Specific Capabilities
Chapter 4 - Supervising Loggers
Describes the alarm events, configuration details and self-test results. Explains how to set up a
system-wide recording schedule, synchronize system-wide Logger clocks, Coldstart, Restart and
Shutdown Loggers, and centrally configure Logger Channel IDs.
Chapter 5 - Supervising Media Library Servers
Describes the alarm events, configuration details, and self-test results and reports that are unique to
Media Library Servers.
Chapter 6 - Supervising NiceCLS Servers
Describes the alarm events, configuration details and self-test results that are unique to NiceCLS
Servers.
Chapter 7 - Supervising NiceScreen Loggers
Describes the configuration details and self-test results that are unique to NiceScreen Loggers.
10
About this Manual
Appendix A - Warning and Error Messages
Lists the warning and error messages that can appear in the NICE Supervision Station for each
NICE product.
Appendix B - Sample Call Activity Reports
Lists sample call activity reports that can be created for NiceLog Loggers.
11
Blank page for double-sided printing.
PART I - NICE Supervision General
Capabilities
This page is left intentionally blank for double-sided printing.
1
Getting Started With NICE Supervision
NICE Supervision is an easy-to-use software application that provides the convenience of

monitoring all NICE components from one NICE Supervision window. In the NICE Supervision
window you can set up alarms, respond to alarms, perform self-tests and view current
configuration information.
This chapter describes NICE Supervision installation, starting NICE Supervision, and the features
that are available in the NICE Supervision window.
IMPORTANT
The installation procedure for NICE Supervision, is found in the NiceLog Workstations
Applications Installation Guide.
Contents
Starting NICE Supervision ............................................................................................. 16

NICE Supervision Window............................................................................................. 18
NICE Supervision Window - Text View ...................................................................... 18
NICE Supervision Window - Graphic View ................................................................ 20
NICE Supervision Window Toolbar ............................................................................ 21
Changing Your NICE Supervision Password ............................................................. 21
Exiting the NICE Supervision Application.................................................................... 23
Chapter 1: Getting Started With NICE Supervision 15
Starting NICE Supervision

The NICE Supervision application should always be active. When NICE Supervision is active, the
screen saver on the Supervision Station is disabled. If the NICE Supervision application quits
unexpectedly (e.g., because of a power failure), restart the application immediately. If a copy of
the NICE Supervision program icon is in the StartUp group, the NICE Supervision application
automatically restarts when you restart Windows.
If you do need to exit from the Supervision application, you will be prompted for a password.
To start the NICE Supervision application:

1. In the Start menu, choose NICE Supervision in the NICE program group.
The Login Supervision window appears.
Figure 1-1 Login Supervision Window
2. Type your NICE Supervision Login name and Password in the appropriate fields and click
OK.
NOTE: For more information about logging in to NICE applications, see the NICE
Administrator’s Manual.
The NICE Supervision window appears.
Figure 1-2 NICE Supervision Window - Text View
Menu Bar
Toolbar
Status Bar
NICE Supervision Window

The NICE Supervision window displays information about the current operational status of all of
the NICE components that the logged-in user is authorized to access throughout the NiceLog
System.
Any combination of the components is called your “NiceLog System.” The components that
appear in the NICE Supervision window are called “supervised units.” The person that administers
NICE Supervision is called the NiceLog System Administrator.
You can switch the NICE Supervision window between two different views: Text view and
Graphic view.
NICE Supervision Window - Text View

When the NICE Supervision window is in Text view, a table lists the most recent message for each
supervised unit. Messages include a warning, a notification that an error has occurred, or a
message requesting that a task be performed (e.g., replacement of a Logger’s archiving media
because it is full).
To switch the NICE Supervision window to Text view:

• In the NICE Supervision window, choose Text in the View menu.
Figure 1-3 NICE Supervision Window - Text View
When the NICE Supervision window is in Text view, each row displays information for a
specific Logger or other supervised unit.
• To sort Loggers and Servers according to their name or Number ID, from the View menu,
select Sort.
NOTE: NiceLog Voice Loggers and NiceCall Focus Voice Loggers are referred to as
Loggers in the unit column. If you have NiceLog or NiceCall Focus installed, use the
name column to help identify each Logger.
The following columns of information appear for each supervised unit:
• Unit Unit types include: (This is a partial list, given as an example)

Logger Voice Logger, NiceScreen Logger, NiceCall Focus Voice Logger
CLS NiceCLS Server
MEDIALIB Media Library Server
• Name Name that the NICE System Administrator assigns to each supervised unit.
• Alarm Graphically represents the alarm status for each supervised unit. When an alarm is
disabled, fax notification, or notification by an audible alarm no longer occurs.
This usually means that the alarm has already been acknowledged and corrective
measures are being taken.
The alarm icons are:
Alarm is detected and the alarm is enabled.
Alarm is detected and the alarm is disabled.
Blank No alarm is detected and the alarm is enabled.

No alarm is detected and the alarm is disabled.
• Status
Message indicating the current status of each supervised unit.
Each supervised unit continuously performs a self-test on its internal hardware and software. If
the self-test indicates that the supervised unit is operating normally, then Test OK appears. If
the self-test indicates a problem in the supervised unit, a warning, error or notification
message is displayed. All possible warning and error messages are listed in Appendix A,
Warning and Error Messages on page 91.
• Deck 1/Deck 2
(For NiceLog Voice Loggers only.) Status of the specified deck in the Logger, as follows:
• nn% free Amount of available space on the archiving medium that is currently loaded
in the drive when the cassette or MO is performing Automatic Archiving.
• Automatic Deck is set for Automatic Archiving, but no medium is currently loaded.
• Manual Archiving medium is set for Manual Archiving.
• Retrieval Archiving medium set for Retrieval.
• Not Used Deck is not in use.
• Disk Free Percentage of filled hard disk space on the Logger. (For NiceLog Voice
Loggers and NiceCall Focus Voice Loggers.)
TIP: Use the horizontal scroll bar to view hidden columns.
NICE Supervision Window - Graphic View

When the NICE Supervision window is in Graphic view the current operational status of each
supervised unit is displayed graphically.
To switch the NICE Supervision window to Graphic view:

1. In the NICE Supervision window, choose Graphic in the View menu.
The NICE Supervision window appears in Graphic view.
Figure 1-4 NICE Supervision Window - Graphic View
• To sort Loggers and Servers according to their name or Number ID, from the View menu,
select Sort.
In the Graphic view, each supervised unit in the NiceLog System is represented by an icon that is
labeled with the unit’s number and name as follows:
NiceLog Voice Logger
NICE Media Library Database
NiceCLS Database
If NICE Supervision detects that one of the supervised units has generated a warning or error
message, the icon for the specific supervised unit turns red. Icons that indicate that the unit is
reporting a warning message are colored blue. You can double-click a red or blue icon to view the
supervised unit’s current self-test results.
Above each icon, the supervised unit’s alarm status is represented by one of the alarm icons.
For more information about alarm icons, see NICE Supervision Window - Graphic View
on page 20.
NICE Supervision Window Toolbar

You can click command buttons in the toolbar to access some of the most frequently performed
NICE Supervision operations. In both Text and Graphic views, the NICE Supervision window
toolbar contains the following command buttons:
Test Displays the results of the most current self-test for the supervised
unit selected in the NICE Supervision window.
Configure Display information about the supervised unit selected in the NICE
Supervision window.
Alarm Enables or disables the NICE Supervision alarm for the supervised
unit selected in the NICE Supervision window.
Options Opens the Supervision Options window, used to set up alarms and
define notifications procedures for the NICE supervised units.
Changing Your NICE Supervision Password

It is recommended that you change your password to prevent unauthorized users from accessing
the system. Passwords can be changed only once a day.
The new password that you enter must be an alphanumeric string between 5 to 10 characters with
the following restrictions:
• It is not one of the last three passwords used

• There are no spaces
• There is no letter that appears three times in the password
• The password is not the user name or user ID
• The password is not a word that appears in a separate ASCII file in the definition directory
NOTE: For a list of passwords that are not allowed, contact your NiceLog System
Administrator.
To change your NICE Supervision password:

1. In the NICE Supervision window, choose Change Password in the File menu.
The Change Password window appears.
Figure 1-5 Change Password Window
2. Type a password in the New Password field, and then type it again in the Confirm
Password field.
3. Click OK.
The new password will be required the next time you start NICE Supervision.
Exiting the NICE Supervision Application
Exiting the NICE Supervision Application

Since the NICE Supervision application is responsible for controlling system-wide functions, it is
recommended that you keep it running at all times. If necessary, however, you can exit the
application (e.g., for workstation software upgrades).
To exit NICE Supervision:

1. In the NICE Supervision window, choose Exit in the File menu.
The Logout Supervision window appears.
Figure 1-6 Logout Supervision Window
2. In the Logout Supervision window, type your NICE Supervision password, and then click OK.
The NICE Supervision application closes.
2
Managing NICE Supervision Alarms
Events that occur in supervised units that require the urgent attention of the NICE Supervisor can
trigger an alarm in the Supervision station. The NICE Supervisor can specify which types of
events should be considered alarm events, and how alarm notification will occur.
After an alarm has been triggered the NICE Supervisor can disable the alarm, view the self-test
results and configuration details of a component, and then take corrective action. Once the
problem is resolved the alarm is enabled so that the Supervisor can be notified of new system
problems.
This chapter describes the steps involved in defining alarms, setting up alarm notification and
responding to alarms.
The product specific chapters describe alarm events, self-test results and configuration details that
are unique to each NICE product.
Contents
Setting Up NICE Supervision Alarms ........................................................................... 26

Setting Alarm and Faxing Parameters ....................................................................... 28
Setting Automatic Dialer Parameters ......................................................................... 30
Enabling and Disabling Alarms..................................................................................... 31
Responding to Alarms ................................................................................................... 32
Manually Faxing Supervision Information ................................................................... 33
Chapter 2: Managing NICE Supervision Alarms 25
Setting Up NICE Supervision Alarms

Setting up NICE Supervision alarms include:
• Scheduling how frequently self-test results appear in the NICE Supervision window
• Defining which events trigger an alarm
• Specifying which alarm events trigger the fax option or automatic dialer option
• Defining how alarms are displayed in the NICE Supervision window
NOTE: The test interval that you specify also determines how often the event log is
updated. Too frequent reporting of self-test results, (continuous or every 5 minutes)
may cause a negative impact on performance.
To set up NICE Supervision alarms:

1. In the NICE Supervision window, click the Options button.
-or-
Choose Options in the Supervision menu.
The Options window appears.
Figure 2-1 Options Window
NOTE: A separate tab appears for each unit type that is currently installed at your
site. The possible tab names are Logger, Media Library, Screen Logger, or CLS.
2. Click the Test interval field.

3. Choose None in drop-down list to disable test result reporting.
-or-
Choose Continuous if you would like the test results reported immediately after the previous
request for test results is completed.
-or-
Select 5, 10, 15, 20, 30 or 60 to specify the number of minutes between the reporting of
self-test results.
4. Click the tab for the supervised unit type whose alarms you want to specify, if you have
multiple types of supervised units in your NiceLog System.
5. Mark the checkbox in the Alarm column for each listed event that you want to trigger an
alarm.
6. Mark the checkbox in the Fax column for each listed event that you want to send a fax. (The
Fax option must be installed in the Supervision station and enabled in the Fax Setup window.)
For more information, see Setting Alarm and Faxing Parameters on page 28.
7. Mark the checkbox in the Dialer column for each listed event that you want a phone number
dialed when an alarm is detected. (The Automatic Dialer option must be installed in the
Supervision station and enabled in the Dialer Setup window).
For more information, see Setting Automatic Dialer Parameters on page 30.
8. Mark the Beep checkbox if you want to hear a beep when an alarm is detected.
9. Mark the Show application as topmost window checkbox if you want the Supervision
window to appear as the front window when an alarm is detected.
10. Mark the Activate alarm device checkbox if you want an audible alarm activated at the
Supervision station every time that an alarm is detected. (The Supervision Relay Board option
must be installed in the Supervision station.)
11. In the SNMP Options area, mark Enable SNMP to work with SNMP.
SNMP (Simple Network Management Protocol) is a TCP/IP protocol used to manage and
control IP gateways and the networks to which they are attached.
NICE SNMP information is displayed using the HP OpenView application installed on the
NICE Supervision workstation.
12. Click OK.
Your changes are saved immediately.
Setting Alarm and Faxing Parameters
NOTE:
• This is an optional feature and is not available at all sites.
• Only events that have the alarm checkbox marked, trigger an alarm in the NICE
Supervision Station.
You can specify for each alarm event and each NICE product type, (for example, Voice Loggers)
whether to fax an alarm message automatically when an alarm is detected. You can set fax
parameters to specify your modem type and port, the information that appears on your fax header,
four destination telephone numbers, and the frequency between retries if the fax transmission is
unsuccessful.
The fax parameters that you define are used when faxes are sent automatically and when you fax
information about NICE supervised units manually to your distributor or local NICE office.
For more information about how to specify which alarms automatically send a fax, see Setting Up
NICE Supervision Alarms on page 26.
For more information about sending faxes manually, see Manually Faxing Supervision
Information on page 33.
To set NICE Supervision Fax parameters:

1. In the NICE Supervision window, choose Fax setup in the Supervision menu.
The Fax Setup window appears.
Figure 2-2 Fax Setup Window
2. Mark the Fax enable checkbox in the Hardware Options area to enable automatic faxing
from the Supervision Station.
3. In the Fax drop-down list in the Hardware Options area, select the type of modem that is
installed in the Supervision Station.
4. In the Port drop-down list in the Hardware Options area, select the communications port
that is connected to the installed modem.
5. Mark the Send detailed information checkbox in the Advanced Fax Options area if you
want faxes to include Configuration details and self-test results for all the supervised units in
your NiceLog System.
-or-
Keep the checkbox blank if you want the faxes that are automatically sent when alarms are
detected to include only the information that is currently displayed in the NICE Supervision
window.
NOTE: This parameter does not affect faxes that are sent manually.
6. Mark the Send cover page checkbox if you want the information contained in the Source
Information fields included in the header that appears at the top of each page.
7. Enter the number of redial attempts if a fax is not successfully received.
8. Enter the Minimum minutes between transmissions for each redial attempt.
9. Enter the Company name that you want to appear in the header for each fax in the Source
Information area.
10. Enter the Phone number that you want to appear in the header for each fax that is sent in the
Source Information area.
11. Enter the Fax number that you want to appear in the header for each fax that is sent in the
Source Information area.
12. Enter up to four different destination fax numbers in the Destination Information area.
These are the telephone numbers for the faxes that you wish to receive the faxed information.
If you need to enter an additional digit (e.g., 9) to send from an internal telephone system,
enter two or three commas between the digit and the rest of the number. Each comma
represents a two-second pause, which instructs the modem to wait for the outside line to be
accessed.
13. Click OK.
Setting Automatic Dialer Parameters

Alarm events can trigger the NICE Supervision application to activate an external automatic dialer
(supplied by the customer) in sites where the Alarm Relay Board option is installed.
NOTE: This is an optional feature and is not available at all sites.
For more information on how to specify which Logger events trigger the Optional Dialer, see
Setting Up NICE Supervision Alarms on page 26.
The dialer connected to the Supervision Station designates the number that the dialer will dial and
the operations that are performed when an alarm event occurs. These functions are not controlled
by the NICE Supervision application.
To set up Supervision dialer parameters:

1. In the NICE Supervision window, choose Dialer setup in the Supervision menu.
The Dialer Setup window appears.
Figure 2-3 Dialer Setup Window
Mark the Dialer enable checkbox to activate the external dialer.

2. Specify the Minimum minutes between transmissions in the event that the previous
attempt to connect was not successful.
3. Specify the Maximum seconds for dialing or the number of seconds NICE Supervision
should remain connected to the dialed number before deactivating the dialer. Set this value to
an interval that is long enough to support the features that you will use on the connected dialer
(e.g., numeric messaging, voice messaging).
4. Click OK.
Enabling and Disabling Alarms
Enabling and Disabling Alarms

The NiceLog System Administrator can enable or disable the NICE Supervision alarm for each
individual supervised unit. NICE Supervision only reports alarms if the event is specified as an
alarm in the Supervision window. This alarm, which may be a PC beep or external alarm device in
the Supervision Station, remains active until the alarm event has been resolved or the alarm has
been disabled.
You can choose to disable an alarm if you need to resolve a system problem that may take an
extended period of time. If an additional alarm is detected Supervision sends an alarm fax message
and activates an automatic dialer if the appropriate checkboxes were selected for this event.
For more information about enabling alarms, see Setting Up NICE Supervision Alarms
on page 26.
Once the problem has been handled and resolved, it is important that you enable the NICE
Supervision alarm for the supervised unit so that you can be alerted of any future alarm events in
that specific unit.
To enable or disable the alarm for a supervised unit:

1. If the NICE Supervision window is in Text view, click the row for the supervised unit whose
alarm you wish to enable or disable.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired unit.
2. Click the Alarm button.
-or-
Choose Enable/Disable alarm in the Supervision menu. This menu command toggles
between Enable alarm and Disable alarm, depending on the alarm status of the selected
unit.
The alarm icon for the selected unit changes accordingly to reflect a new alarm status. Icons
and their status are described on page 19.
Responding to Alarms
Responding to Alarms
In both Graphic and Text view (described earlier), an alarm icon indicates that a supervised unit
has reported an alarm event:
It is recommended that you perform the following steps to respond to a NICE Supervision alarm.
1. Check the NICE Supervision window to see if there are other events reported that may
have an impact on the current error. Remember that the NICE Supervision window displays
only the most recent message that has been reported by each supervised unit. If you want to
view all events use the NICE Audit Trail.
For more information, see Chapter 3 - NICE Supervision Reports on page 35.
2. View the supervised unit’s most current self-test results if the nature of a problem
condition is not yet evident. Since a supervised unit may report more than one message at a
time to NICE Supervision, the results of the supervised unit’s self-test list all warning and
error messages currently reported. Since these messages may include basic instructions on
how to resolve the reported situation, viewing all of them (instead of only the most recent one
in the NICE Supervision window) can help to clarify the course of action that must be taken to
diagnose and handle a problem condition.
For more information about performing self-tests, see Chapters 4,5,6 and 7 in this Manual.
3. View the supervised unit’s current hardware/software configuration to diagnose a
problem condition in a Logger or other supervised unit.
4. Disable the NICE Supervision alarm for the specific unit if an alarm event in a supervised
unit activates the NICE Supervision alarm until the situation is resolved. You can do this if you
do not expect the event to be resolved immediately and you do not want the alarm to remain
active for an extended period of time.
NOTE: When the alarm is disabled for a specific unit, any new alarm event that is
detected from this specific unit will not activate the NICE Supervision alarm. However,
the alarm event might still send a fax or a dialer message (if these options are
installed and enabled).
5. View the NICE Supervision Events Log to analyze recent and previous messages that have
been reported by each supervised unit. This may assist you in understanding previous
conditions that might have led to the current problem detected in a supervised unit.
6. Connect to NiceCLS Server if you have CLS installed and you need further information
about a NiceCLS Server’s status.
7. If you are unable to resolve a reported situation based on the information provided by the
NICE Supervision application, contact your NICE technical support provider. You may be
requested to fax a report of the NiceLog System.
For more information, see Manually Faxing Supervision Information on page 33.
8. Once a problem has been resolved in a supervised unit, view the results of the supervised
unit’s most current self-test. This way, you can verify that all previously reported warning and
error messages have been resolved.
9. If the NICE Supervision alarm is disabled for a supervised unit, enable it so that you can be
alerted of any future alarm events in the unit.
Manually Faxing Supervision Information

When your are working to diagnose a problem you may be asked to fax the current self-test results
or the configuration details of the supervised units in your NiceLog System. You have the
following options when you manually send fax information:
• Send self-test results that appear in the Supervision window.
• Send a detailed report of configuration details and self-test results for all supervised units.
NOTE: When you manually fax NICE Supervision information, it is sent only to the
single destination number that you specify manually, and not to the four numbers
specified in the Fax Setup window. For more information see Setting Alarm and
Faxing Parameters on page 28.
To manually fax information about supervised units:

1. In the NICE Supervision window, choose Send fax in the Tools menu.
2. To send displayed messages for all supervised units, choose one of the following commands
from the Send fax submenu.
• System information
To send only displayed messages for all supervised units.
The Send Information window appears.
Figure 2-4 Send Information Window
• Detailed information
To send a detailed configuration and self-test report for all supervised units.
The Send Detailed Information window appears.
Figure 2-5 Send Detailed Information Window
3. Type the fax number of the fax receiver that you wish to receive the message or report. If you
need to enter a digit (e.g., 9) to send from an internal telephone system, type commas between
the digit and the rest of the number to instruct the fax/modem to wait for the outside line to be
accessed. Each comma you type represents a two-second pause.
4. Click OK. The fax is sent according to the parameters set in the Fax Setup window.
For more information see Setting Alarm and Faxing Parameters on page 28.
3
NICE Supervision Reports
The NICE Supervision application includes reports that display system-wide automatic archiving
schedules, channel setup information, and call activity for your NiceLog System.
The NICE Supervision Audit Trail option records all events that are reported by NICE components
on a long-term basis. You can query for that information, and then save and print the results in text
format.
NiceLog has additional reporting capabilities that enable you to query a specific event for one or
several Loggers and to display call activity over variable time periods in two-dimensional or
three-dimensional graphs.
NOTE: In addition, NICE Supervision enables you to create Media Library reports.
For more information, see Creating a Media Library Report on page 77.
Contents
Using the NICE Supervision Audit Trail........................................................................ 36

Creating a Channel Information Report........................................................................ 40
Creating Channels Statistics Alarms Reports ............................................................. 42
Creating Call Activity Reports ....................................................................................... 43
Switching to Different Report Formats ....................................................................... 45
Creating a Standby Logger Statistics Report .............................................................. 48
Chapter 3: NICE Supervision Reports 35
Using the NICE Supervision Audit Trail

Audit Trail is a new feature in the NICE Supervision application that enables the user to query the
database for error messages, system events and logger activity, based on any or all of the following
parameters:
• Date/Time Range of days and time for the query.
• Servers All the NiceLog Loggers, NiceCLS Servers and Media Library servers
that you want to include in the search.
• Users All the users defined in the database of the NiceLog system that is being
used.
• Message type Error messages from all the supervised units, user activities (such as login
and password modification) and system event messages.
NOTE: For more information about defining servers and users in a NiceLog System,
see the NICE Administrator’s Manual.
To run a query in the NICE Supervision Audit Trail:

1. In the Tools menu, choose Audit Trail.
The NICE Audit Trail window appears.
Figure 3-1 NICE Audit Trail Window
2. Click the Time Range tab in the NICE Audit Trail window and fill in the date and time range
of your query as follows:
• In the From drop-down list, choose the range of days.

-or-
• Choose Customized from the drop-down list, and in the From and To fields use the
arrows to specify a range of days and hours.
3. Click the Advanced tab in the NICE Audit Trail window.
The Advanced tab becomes activated.
Figure 3-2 NICE Audit Trail Window - Advanced Tab
4. If you want to specify one or more servers for the query, click the Servers button.
The Select Servers window appears.
Figure 3-3 Select Servers Window
5. In the Available Servers column, select the NiceLog, NiceCall Focus, NICE Media Library
and NiceCLS servers you want to include on your search, and click Add to add them to the
Select these servers for search column.
6. Click Clear to delete checked servers or OK to add the selected servers to the query.
7. In the NICE Audit Trail window, click Users.

The Users window appears.
Figure 3-4 Select Users window
8. In the Available Users column, select the users you want to include in your search, and click
Add to add them to the Select these users for search column. Click OK.
9. In the NICE Audit Trail window, click Select Messages.
The Select Messages window appears.
Figure 3-5 Select Messages Window
10. In the Message group types drop-down list, select a type of message group. In the
Messages column, select message types you want to include in your search and click Add to
add them to the Select these messages for search column.
You can add messages of different message groups by selecting a different message group type
as many times as you want.
11. Click OK. You have now selected all the possible parameters to define the NICE Audit Trail
query.
TIP: You can select one, two or all of the parameters to conduct the NICE Audit Trail
query. It is not necessary to select all of them.
12. In the NICE Audit Trail window, click the Query button. The results of the query are
displayed in the NICE Audit Trail window.
Figure 3-6 NICE Audit Trail Window Results
You can save the results of the NICE Audit Trail query in text form by clicking the Save
button in the NICE Audit Trail window and then choosing the directory in which you want to
keep the information. You can also print the results by clicking the Print button.
13. To perform a new query in the NICE Audit Trail window, click the New button.
Creating a Channel Information Report

Using the NICE Supervision application you can generate a report of all settings for each input
channel in all supervised Loggers.
To create a channel information report:

1. Choose Channel Information in the Reports menu in the NICE Supervision window.
The Channel Information report window appears. Scroll right to view hidden columns. The
first half of the report appears in the following figure:
Figure 3-7 Channels Information Report Window
The following information is contained in the report:

Logger Logger number
Channel Channel number and name
Recording Whether or not the current input channel is recording
Channel Type Analog, Digital, or VoIP
Compression Rate ADPCM 16, ADPCM 32, ACA, G729A compression ratios or PCM
(no compression)
Input Level Input level (gain) from 0 to 25.5 dB or AGC (Automatic Gain
Control)
Activity Detection Activity Detector Type and Level
Segment Creation Whether or not audio segment detection by on/off hook is currently
On/Off Hook active
Segment Creation Whether or not audio segment creation by DTMF tones (touch-tone)
DTMF is currently active
Segment Creation Whether or not audio segments are created based upon activity
Activity detection
Warning Tones Whether or not an audible signal notifies a caller that a telephone
conversation is being recorded
Alarm Whether or not the activity statistics alarm is currently enabled
Minimum Alarm If activity is detected which is less then the minimum setting, and the
Statistics alarm is enabled, an alarm is sent
Maximum Alarm If activity is detected which is more than the maximum setting, and
Statistics the alarm is enabled, an alarm is sent
TIP: If N/A appears in the report, then the specified option is not installed, or the
option has been disabled.
2. Click Print to print the report.

-or-
Click Close to close the window and return to the NICE Supervision window.
Creating Channels Statistics Alarms Reports
Creating Channels Statistics Alarms Reports

Using the NICE Supervision application, you can create a report describing the alarms reported by
each channel of all the supervised units.
The Channels Statistic Alarms report shows the channel name, the Logger in which it is connected,
whether it is currently recording or not, the type of channel it is and the compression it uses, as
well as input level and activity detection.
To create a Channels Statistic Alarms report:

1. In Text View, click the row for the Logger you want to generate the report for.
-or-
In Graphic View, click the icon for the Logger you want to generate the report for.
2. In the Reports menu, choose Channels Statistics Alarms.
The Channels Statistics Alarm window appears.
Figure 3-8 Channel Statistics Alarm Window
3. Click Print to print the report in text format, or Close to go back to the NICE Supervision
window.
Creating Call Activity Reports

Using the NICE Supervision application you can create a call activity report that displays the
quantity of calls recorded and total recording time based upon the time interval, Voice Logger(s),
and input channels that you specify. The format of your report can be an area, column, line, or XY
(Scatter) graph in regular or 3D format. You can also rotate a 3D graph so it is displayed at an
angle that you prefer.
Samples of each report type appear in Sample Call Activity Reports on page 109.
NOTE: NiceLog Call Activity reports do not display information about incoming and
outgoing calls that have not been recorded. To check the recording schedules for your
Voice Loggers or other information, see Setting Up a System-Wide Recording
Schedule on page 58.
Based upon the input channels and time interval you specify you can create a report with the
following data:
Calls Duration Percentage
Number of Calls per Total recording time in The percentage of total

Time *
hour. minutes per hour. recording time per hour.
The number of calls per The total recording time The percentage of total
Channel ** input channel, (i.e., in minutes per input recording time per input
extension). channel. channel.***
* If you specify a time interval for the report that exceeds 24 hours, time units are expressed in days instead of
hours.
** If multiple input channels are selected, the results for each input channel appear graphically side by side for
each time unit, (days or hours).
*** The total percentage calculated is 100% for each input channel selected. For example, if two input channels
are selected the total percentage is 200%.
To create a Call Activity report, select the type of data that you want to appear on the X and Y axis
and then specify the time interval for the reporting data that you selected.
To create a Call Activity report:

1. Choose Calls Activity in the Report menu of the NICE Supervision window.
The Activity Report window appears.
Figure 3-9 Activity Report
2. Click the X axis drop-down list, and select Time or Channel.

If you select Time and the time interval you specify is less than 24 hours, then the hours
00 - 23 are displayed on the bottom of the graph. If you select Time and you specify a time
interval greater than 24 hours, then the days 01-30(1) are displayed on the bottom of the graph.
Click the Y axis drop-down list, and select Calls, Duration, or

Percentage.
3. Select one or several input channels in the Channels drop-down list.
If you select Calls the number of calls is displayed along the left-hand side of the graph. If you
select Duration the length of each call in minutes is displayed along the left-hand side of the
graph. If you select Percentage the total percent of time that an input channel was recorded is
displayed along the left-hand side of the graph.
4. Type Start Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours.
5. Type Stop Date and Time and the start time as an hour from 00 - 24. The minutes are grayed
out because the system accepts only full hours.
6. Click Create to create a report.
The report appears as a 3D column graph.
Figure 3-10 3D Call Activity Report Window
In addition to the histogram which appears the total activity recorded in minutes, average call
length, and total number of calls are also displayed.
Switching to Different Report Formats

Once a report is created, the command buttons that appear on top of the Activity Report window
can be used to change the report format. You can create a column, area, line, or XY (Scatter) graph
in regular or 3-dimensional (3D) format. You can also rotate the 3D report that you create so that
the graph appears at the angle that you prefer.
The following control buttons are used to switch graph formats:
Copy to the clipboard as a bitmap.
The Type Gallery drop-down panel including icons that are used for changing the
report graphic representation.
Switch between 3D and 2D views.
Rotate a chart in 3D view.
Show vertical grid lines.
Show horizontal grid lines.
Figure 3-11 Activity Report window, Type Gallery drop-down panel
See Sample Call Activity Reports on page 109 for examples of the report formats.
To switch report formats:

1. Create a report following the steps described in Creating Call Activity Reports on page 43.
2. Using the control buttons, select a format for the graph.
3. Click the 3D button to create a 3D report, or deselect the 3D button to create a regular report.
To rotate a 3D graph:
1. Create a report following the steps described in Creating Call Activity Reports on page 43.
2. Click the 3D button to create a 3D report.
The Rotate chart button becomes enabled.
3. Click the Rotate chart button.
The 3D View Properties window appears.
Figure 3-12 Call Activity report - 3D View Properties Window
IMPORTANT
The 3D option must remain selected. Deselecting this option returns the graph to its
2-dimensional view.
4. To change the depth of the graph, use the slide bar

5. To rotate the entire graph, select Full 3D View.
The X Angle and Y Angle fields, and the circular picture above them become enabled:
• Enter a number of degrees in the X Angle, and/or Y Angle fields.
-or-
• In the circular picture, click and drag the blue ball to move along the X-axis and/or the
red ball to move along the Y-Axis.
6. To cause a shadow effect on the graph, select Shadows.
7. Click Apply, the graph that is currently displayed rotates according to the angles that you
specified. Your changes cannot be undone.
8. Click OK to close this window and save your changes.
Creating a Standby Logger Statistics Report
NOTE: This option is available in NiceLog Systems where N+1 Redundancy is

enabled.
Using NICE Supervision, you can create detailed reports about standby Loggers during a specific
time period.
IMPORTANT
Recordings which are recorded on a Standby Logger cannot be monitored using the NICE
Monitor application and cannot be played back using the NiceUniverse Evaluator application.
To create a Standby Logger Statistics Report:

1. In the Reports menu, choose Standby Logger Statistics.
The Standby Logger Statistics window appears.
Figure 3-13 Standby Logger Statistics Window
2. In the Time Range area, choose a range of days in the From drop-down list.
-or-
Choose Custom in the From drop-down box and enter the dates to query in the To and For
drop-down lists.
3. Click the Query button.
The Standby Logger Statistics results window appears.
Figure 3-14 Standby Logger Statistics Window
The Standby Logger Statistics window columns display the following information about the
Standby Logger:
Spare ID Name of the Standby Logger
Logger ID Name of the NiceLog Logger
From Time Start time of activity
To Time End time of activity
Cause Cause of the problem
Recording % Percentage of audio recorded
Archiving % Percentage of audio archived
4. To print the report, click the Print button. To save the report, click the Save button in the
Standby Logger Statistics window, and choose the directory in which you want to save it.
5. Click Cancel to clear the information on the window and begin a new query.
-or-
Close the window.
PART II - NICE Supervision Product
Specific Capabilities
4
Supervising Loggers
NiceLog Voice Loggers and NiceCall Focus Voice Loggers are used to continuously and
simultaneously record and archive audio from multiple sources. This chapter describes the NICE
Supervision information that is provided for NiceLog Voice Loggers and NiceCall Focus Voice
Loggers.
NOTE: To supervise NiceCall Focus Voice Loggers you must define them as Loggers
using the NICE Administrator application, and then perform self-tests and view
configuration details for the NiceCall Focus Voice Logger as if it were a NiceLog Voice
Logger.
Contents
Defining Logger Alarm Events ...................................................................................... 54

Viewing a Voice Logger’s Self-Test Results.................................................................55
Viewing Configuration Details for a Logger .................................................................56
Setting Up a System-Wide Recording Schedule ......................................................... 58
Uploading/Downloading Voice Logger Information ....................................................62
Managing the Loggers’ Clocks...................................................................................... 63
Centrally Configuring Logger Channel IDs .................................................................. 67
Viewing Debug Information ........................................................................................... 69
Reset Logger Mirroring Error ........................................................................................ 69
Resetting a Logger ......................................................................................................... 70
Shutting Down a Logger ................................................................................................ 70
Coldstarting a Logger .................................................................................................... 71
Chapter 4: Supervising Loggers 53
Defining Logger Alarm Events
Defining Logger Alarm Events

You specify which events trigger an alarm for the Loggers by marking the checkbox next to each
event that appears in the Event List in the Supervision Options window.
For more information, see Setting Up NICE Supervision Alarms on page 26.
The following table lists the events that appear when you click the Logger tab in the Supervision
Options window for NiceLog Voice Loggers and NiceCall Focus Voice Loggers:
Event Type Cause
Logger is not A problem with a Logger’s communications.

responding
Interface board failure A problem occurring in a board (card).

Disk failure A problem in a Logger’s hard disk.
The amount of available space on a Logger’s hard disk is below
Disk storage warning
normal operating parameters.
The digital link has been physically disconnected (e.g., loose
Digital link failure
connection, severed wire).
Digital link warning A disruption in the digital link has been detected.
Input channel Activity that is higher or lower than the specified limits is detected
statistics on one or more input channels.
Automatic archiving Automatic archiving operation is suspended due to hardware error.
failure
Automatic archiving Archiving device cannot continue automatic archiving due to

warning operational condition (e.g., suspended, no tape).
Manual archiving and Manual archiving or retrieval operation is suspended due to
retrieval failure hardware error.
Manual archiving and Archiving device cannot continue manual archiving or retrieval due to
retrieval warning operational condition (e.g., no tape).
NOTE: The following events types are always set as alarm events, and cannot be
changed:
• Logger is not responding
• Interface board failure
• Disk failure
Viewing a Voice Logger’s Self-Test Results
Viewing a Voice Logger’s Self-Test Results

You can display the full results of the most recent self-test performed by a specific Voice Logger. It
is recommended that you perform a self-test after correcting a problem to make sure that the
problem has been resolved.
When you perform a self-test, you receive a warning message, an error message, or a request to
perform a specific task to resolve a current problem.
The following components perform a self-test and report their current status:
• Interface Boards: You receive a message that the board is OK, not responding, or a specific
software or communication error has occurred.
NOTE: For a detailed list of error messages that might appear, see Voice Logger BIT
Messages on page 92.
• Disk Storage: You receive a message that the disk is OK, or a failure has occurred, or the
system files are corrupted.
• Decks: You receive a message that each archiving device is OK, or an error message with a
recommended step to correct a problem.
To display the results of a Voice Logger’s most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Logger.
2. Click the Test button.
-or-
Choose Test logger in the Supervision menu.
-or-
Double-click a row (in Text view) or the picture of the Logger (in Graphic view) that has
reported a warning (blue) or error (red) message.
The self-test window appears, displaying the results of the selected Logger’s most current
self-test.
Figure 4-1 Logger Self-Test Window
Viewing Configuration Details for a Logger

You can view details about the Logger’s hardware and software configuration to help diagnose and
resolve an equipment problem. When you view configuration details, information is displayed
about the following Logger components:
• Communication
Indicates the selected Logger’s address and the interface type used to access the Logger.
• Boards (Cards)
Indicates how many of the following types of boards are installed in the selected Logger.
NOTE: The possible available boards depends on the type of logger.
• ALI - Supports up to 24 analog extension lines.
• ALI4 - Supports up to 24 analog extension lines.
• APA - Provides support for VOX (voice detection), variable speed playback, output AGC
and other audio processing features.
• ADIF - Provides basic voice processing support. Up to eight ADIF cards can be installed
in a Logger.
• ADIF3 - Provides basic voice processing support, variable speed playback, output AGC,
synchronized playback, external clock synchronization, alarm functions, and audio output.
Only one ADIF3 can be installed in a Logger.
• ADIF24 - Processes the analog audio from up to 24 analog input channels. Each ADIF-24
board corresponds to an ALI-24 board that interfaces with up to 24 analog audio sources.
• BTAI2 - Provides interface support for 15 BT trunks.
• ETAI - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
• ETAI2 - Provides an interface for 16 summed E1/T1 trunks on a digital patch panel.
• LAF - Provides support for synchronized playback, external clock synchronization, alarm
functions and audio output.
• NATI - Supports up to 24 TCM lines in Active (selective recording) and Passive (total
recording) interfacing to the NiceLog Logger.
• NATI2 - Supports up to 24 digital TCM lines in Active and Passive modes.
• ISAC2 - Bridges the Alliance MX SCx bus to the High Density Logger for the task of
digital voice recording and playback.
• UDA - Provides advanced compression of digital audio.
• Analog N + 1 - Enables switching between Loggers in the event that Logger redundancy
is required.
• Robif2 - Supports a digital chain. This configuration handles E1/T1 trunks, BT lines,
analog lines, as well as proprietary digital extensions.
• Disk Storage
Indicates the maximum number of hours and maximum number of recordings that can be
saved on the selected Logger’s hard disk.
• Archive Decks
Indicates the number of decks installed in the selected Logger.
• Advanced Processing
Indicates which advanced processing capabilities (e.g., VOX, variable speed playback) are
available with the selected Logger.
• Software Versions
Indicates Logger software versions installed in the selected Voice Logger.
To view a Logger’s hardware and software configuration details:

1. If the NICE Supervision window is in Text view, click the row of the desired Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon of the desired Logger.
2. Click the Configuration button.
-or-
Choose Logger configuration in the Supervision menu.
-or-
Double-click a row (in Text view) for a Logger whose status is Test OK, or double-click a
picture of a Logger (in Graphic view) for a Logger that is not colored red or blue (i.e., not
reporting a warning or error message).
The Logger Configuration window appears with the selected Logger’s ID and name in the title
bar, and displays the Logger’s configuration details.
Figure 4-2 Voice Logger Configuration Window
Setting Up a System-Wide Recording Schedule

When you set up a weekly recording schedule in NICE Supervision, recording pauses and restarts
at the times set in the recording schedule for all configured input channels in all of the supervised
Loggers. In the recording schedule, you can set up either one continuous period of recording per
day, or two periods of recording, separated by a pause. You can also define dates on which the
system should not record inputs at all (e.g., weekends and holidays).
NOTE: The NICE Supervision application must be running for the recording schedule
to be in effect.
To set up a system-wide recording schedule:

1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu.
The Scheduled Recording window appears.
Figure 4-3 Scheduled Recording Window
2. If you are updating the existing recording schedule, skip to step 3.

-or-
If you are setting up the recording schedule for the first time, mark the Enable Scheduled
Recording checkbox at the top of the window.
-or-
If you are setting up a schedule for NiceCLS Working Hours, mark the Enable CLS Working
Hours checkbox.
NOTE: For more information, see Scheduling NiceCLS Working Hours on page 83.
3. In the Scheduled Recording window, the recording schedule is set up individually for each day
of the week. Click the tab for the day of the week that you wish to set up.
Figure 4-4 Day-Of-Week Tab for Monday
4. Each tab consists of two areas: Period 1 and Period 2.

For a single, continuous recording period on the selected day:
• Mark the Enable recording checkbox in the Period 1 area, and the Disable recording
checkbox in the Period 2 area, and then set the start and stop times for recording in the
From and To fields.
-or-
For two recording periods on a selected day, separated by a pause:
• Mark the Enable recording checkbox in both the Period 1 and Period 2 areas, and then
set the start and stop times for recording in the From and To fields for both periods.
Between the time in the Period 1 To time, and the time in the Period 2 From time,
recording is paused on all input channels in the supervised Voice Loggers.
-or-
For no recording on the selected day (e.g., weekends):
• Mark the Disable recording checkbox in the Period 1 area.
5. When you finish setting up one day’s schedule, click the tabs for other days, and then repeat
step 4 until you have set up the schedule for all the days of the week.
6. To specify dates on which the recording schedule should be suspended (e.g., holidays), click
the Define Holidays button. The Holiday window appears, listing all of the holidays that have
already been defined for the recording schedule.
Figure 4-5 Holidays Window
7. In the Holidays window, click Add.

The Define Holiday window appears.
Figure 4-6 Define Holiday Window
8. In the Define Holiday window, type the date of the holiday you wish to add, and the name of
the holiday (e.g., Thanksgiving), and then click the Add button. The new holiday is listed in
the Holiday window.
NOTE: The Holiday schedule is not automatically updated for each year. You should,
therefore, define holidays for a few years in advance, or update the holiday schedule
before the start of each new year.
9. If you need to delete a holiday in the list (e.g., if a holiday is incorrectly defined), in the
Holiday window, click the row for the holiday you wish to delete, and then click Delete.
-or-
Click Delete All to delete all of the listed holidays.
10. In the Holiday window, click OK. The Holiday window closes. Then, in the Scheduled
Recording window, click OK. The recording schedule immediately goes into effect, and
remains active as long as the NICE Supervision application is active.
Disabling Scheduled Recording

You can disable scheduled recording if the Loggers are not currently recording. If they are
currently recording, you must manually stop recording before disabling scheduled recording.
For more information about manually starting and stopping recording, see the NiceLog User’s
Manual.
To disable Scheduled Recording:

1. In the NICE Supervision window, choose Scheduled Recording in the Tools menu. The
Scheduled Recording window appears.
2. In the Scheduled Recording window, unmark the Enable Scheduled Recording checkbox,
and then click OK.
Uploading/Downloading Voice Logger Information
Uploading/Downloading Voice Logger Information

NICE Supervision automatically uploads each Voice Logger’s configuration information (e.g.,
Logger name, input and output channel setup, Automatic Archiving setup) to files on the
Supervision Station once every day (at midnight). In the event of Logger failure, simply download
channel information. NICE Supervision downloads the most recent backup of the channel
configuration to all the Loggers of the site.
The following procedures describe how to manually upload Logger information.
To manually upload configuration information:

1. If you want to upload information from all supervised Loggers, choose Upload information
in the Tools menu and in the Upload information submenu, choose From all loggers.
-or-
If you want to upload information from a specific Logger, in the NICE Supervision window,
click the Logger’s row or icon to select it, choose Upload information in the Tools menu,
and in the Upload information submenu, choose From selected logger.
The Supervision Station copies the current configuration information from all supervised
Loggers or the selected Logger.
2. If you want to maintain a backup copy of the uploaded Logger configuration information, you
can copy the following files from the NICE Supervision program directory:
• UPGRADE.DAT - contains the most recently uploaded information for all supervised
Loggers
• UPGRLOG.DAT - contains the most recently uploaded information for the last selected
Logger
To download previously uploaded configuration information to one or all supervised

Voice Loggers:
• To download previously downloaded information:
• To all supervised Loggers:
Choose Download information in the Tools menu. In the Download information
submenu, select To all loggers.
The Supervision Station immediately copies the previously uploaded Logger
configuration information to all of the corresponding Loggers.
• To a specific Logger:
Click the Voice Logger’s row or icon to select it, then choose Download information in
the Tools menu. In the Download information submenu, select To selected logger.
The Supervision Station copies the previously uploaded Logger configuration information
to the selected Logger.
Managing the Loggers’ Clocks

NICE Supervision enables the user to set the clocks of all the Loggers in the NiceLog system in
synchronization or of a particular Logger in the System from the NICE Supervision Station.
Synchronizing all Logger Clocks
For the recording schedule to be consistent in all Loggers, it is crucial that the time on each Logger
is synchronized with the time on all other Loggers in the NiceLog system. If the Loggers in your
NiceLog system are connected to a time source that is distributed by a LAF card in the Supervision
Station, you can synchronize the clocks in all Loggers.
The LAF Setup window allows you to determine how the time on the LAF card in the Supervision
Station is set.
To synchronize all Voice Logger clocks:

1. In the Maintenance menu, choose LAF Setup.
The LAF Setup window appears.
Figure 4-7 LAF Setup Window
2. Select one of the following LAF Options:

• Internal - The time on the LAF card in the Supervision Station is set by the Supervision
Station’s internal clock (which can be set by the user). After the LAF card is set, it
continues to keep time and corrects the Supervision Station’s internal clock once every
minute.
• External - The time on the LAF card in the Supervision Station is continuously set by an
external clock. The Supervision Station’s internal clock is then set once every minute from
its LAF card.
• DCF77 / NTP - The Supervision Station’s internal clock is automatically set from either
the DCF77 system or the NTP service over the LAN (only one will be available). The
Supervision Station’s internal clock then sets the time on its LAF card. This is repeated
once every minute. (This option is not available at all sites.)
3. Click OK.
All of the Loggers that are configured for using an external clock, are automatically
synchronized. See Configuring the Logger’s Clock on page 64.
Configuring the Logger’s Clock

The way a Logger’s clock is configured determines whether the clock can be set from an outside
source. You may configure the Logger’s clock according to an external source, or an internal
source.
To configure the Logger’s clock:

1. In the NICE Supervision window, click the row of the Logger for which you want to configure
the clock.
2. In the Maintenance menu, choose Configure Clock.
The Clock Configuration window appears.
Figure 4-8 Clock Configuration Window
3. Select Use external clock to configure the Logger’s clock according to an outside source
(such as the Supervision Station, see Synchronizing all Logger Clocks on page 63).
-or-
Select Use internal clock to set the Logger’s clock manually. For more information, see
Setting the Logger’s Clock on page 64.
4. Click OK.
Setting the Logger’s Clock

NICE Supervision allows you to set the logger’s time from the NICE Supervision Station.
NOTE: Before you set the logger’s clock, the Internal option must be selected in the
Configure Clock option of the Maintenance menu.
To set the Loggers clock:

1. In the NICE Supervision window, click the row of the Logger for which you want to set the
clock.
2. In the Maintenance menu, choose Set clock.
A confirmation message appears.
Figure 4-9 Set Loggers Clock Window
3. Click Yes.
The Set Logger Time window appears.
Figure 4-10 Set Logger Time window
4. In the Logger Time area, modify the time and/or date by selecting the current setting and
typing in the desired parameters.
You may also modify the date by clicking the arrow of the Logger Time area of the window
and choosing a date in the calendar that appears.
5. Click OK.
Adjusting Clocks for Daylight Savings Time

The NiceLog system can perform the transition for daylight savings time for all of the Loggers in
one single operation.
To adjust for daylight savings time:

1. In the Maintenance menu, choose Change Daylight Saving.
The Daylight Saving window appears:
Figure 4-11 Daylight Saving Window
2. Select an option to either add or subtract one hour.

3. Click OK.
Centrally Configuring Logger Channel IDs

Instead of logging in to the NiceLog Workstation application and individually configuring each
input and output channel on each Logger, the NICE Supervision application enables you to
centrally configure and modify the channel IDs for all Loggers in the NiceLog System.
NOTE: For more information about configuring Loggers’ input channels using the
NICE Administrator application, see the NICE Administrator’s Manual.
To modify the channel IDs for Voice Loggers in the NiceLog System:
1. Create a text file that lists the IDs to be assigned to each specific input or output channel of a
specific Logger.
On the Supervision Station, start any text editor (e.g., Notepad), and create a new text file in
the following format:
[Logger#####]
In#=Input Channel ID Text
.
.
.
In#=Input Channel ID Text
Out#=Output Channel ID Text
.
.
.
Out#=Output Channel ID Text
Where:
• ##### in the Logger##### statements is a Logger’s serial number. You can create
multiple Voice Logger sections in the file, each starting with a Logger##### statement.
• # in each In# statement is the number of an input channel to be configured on the Voice
Logger specified at the top of the section. You can list all input channels that you wish to
configure in the Voice Logger. The text following the = sign is the ID that you wish to
assign to the channel.
• # in each Out# statement is the number of an output channel to be configured on the Voice
Logger specified at the top of the section. Starting directly under the last In# statement in
each section, you can list all output channels that you wish to configure in the Voice
Logger. The text following the = sign is the ID that you wish to assign to the channel.
EXAMPLE:
[Logger864]
In1=Ext. 7563
In2=Ext. 7564
.
.
.
In96=Ext. 7659
Out1=Speaker 1
Out2=Speaker 2
[Logger865]
In1=Ext. 7660
In2=Ext. 7661
.
.
.
In96=Ext. 7756
Out1=Speaker 1
Out2=Speaker 2
TIP: There is a template of this format in a text file named loadchan.upg in the NICE
Supervision program directory.
2. Save the text file.

3. In the NICE Supervision window, choose Modify logger channel IDs from file in the Tools
menu.
The Modify Logger Channel IDs window appears.
Figure 4-12 Modify Logger Channel IDs Window
4. In the Modify Logger Channel IDs window, enter the path and file name of the text file that
lists the channel IDs to be assigned. Then click OK.
Following confirmation, the Supervision Station updates the channel IDs on each Logger that
is listed in the NICE Supervision window and also in the Channel IDs file.
NOTE: While the files are being updated, you might receive a message indicating that
a Logger that is listed in the NICE Supervision window is not listed in the Channel IDs
file or that a channel in the Channel IDs file is not defined in the corresponding
Logger. In both cases, the updating process continues after you acknowledge the
message.
Viewing Debug Information
Viewing Debug Information

When instructed by your technical provider, you can view debug information for a connected
Logger.
To view Debug information:

• In the Maintenance menu, choose Debug.
The Debug Log window appears.
Figure 4-13 Debug Log Window
Reset Logger Mirroring Error

When an error occurs in the Logger with RAID 1 or RAID 5 mirroring, an alarm is sent to NICE
Supervision. This error message is generated until the Logger Mirroring Error option is manually
disabled in the NICE Supervision application.
When instructed by your technical provider, you can shut down the Logger Mirroring Error
message by choosing Reset Logger Mirroring Error option in the Maintenance menu of the
NICE Supervision window.
NOTE: For more information about Logger Mirroring options, see the NiceLog
System Installation Guide.
Resetting a Logger
Resetting a Logger
Resetting a Logger is a feature that enables the user to shut down and restart a NiceLog Logger
without affecting the recordings that are stored in the Logger’s hard disk.
To reset a Logger from NICE Supervision:

-or-
If the NICE Supervision window is in Graphic view, click the icon for the Logger you want to
restart.
2. Choose Reset logger in the Maintenance menu. A message appears asking you to confirm
this procedure.
3. Click Yes. The Logger you chose is reset.
Shutting Down a Logger

NICE Supervision enables you to shut down one or more Loggers from the NICE Supervision
station. Shutting down a Logger does not affect the audio stored inside it.
To shutdown a Logger from NICE Supervision:

-or-
shut down.
2. Choose Shutdown logger in the Maintenance menu. A message appears asking you to
confirm this procedure.
3. Click Yes on the confirmation message. The Logger you chose is shut down.
Coldstarting a Logger
Coldstarting a Logger
Coldstarting a Logger is a procedure that enables the user to delete all the calls that are stored in
the specified Logger.
NOTE: This option is only available if so specified during the setup of NICE
Supervision.
To coldstart a Logger from NICE Supervision:

-or-
shut down.
2. Choose Coldstart logger in the Maintenance menu.
A message appears asking you to confirm this procedure.
3. Click Yes.
The Logger is coldstarted and all the audio recordings in it are deleted.
5
Supervising Media Library Servers
The NICE Media Library is an option that transparently and automatically maintains a central log
of the contents of all media used to archive recorded audio and video. This option also includes a
dedicated label printer.
Multiple Media Label Printers can be installed across a LAN/WAN, provided they are connected
to PCs running the Media Printer Server application. Each Logger can be set to print to a defined
printer, according to your site requirements. For example, all Loggers in Rack 1 can be set to print
to Media Label Printer 1.
NOTE: For more information, see the NiceLog User’s Manual.
Contents
Defining Media Library Alarm Events ........................................................................... 74

Viewing a Media Library Server’s Self-Test Results....................................................75
Viewing Configuration Details for a Media Library Server ......................................... 76
Creating a Media Library Report ................................................................................... 77
Chapter 5: Supervising Media Library Servers 73
Defining Media Library Alarm Events
Defining Media Library Alarm Events

You specify which events trigger an alarm by marking a check box next to each event that appears
in the Event List in the Supervision Options window. The Media Library Alarm events appear
when you click the Media Library tab in the Supervision Options window.
For more information, see Managing NICE Supervision Alarms on page 25.
The following table lists events that appear in the Supervision Options window for the NICE
Media Library option.
Event Type Cause
Server is not responding A problem occurring with a Media Library Server’s communications.
Disk failure A problem occurring on a Media Library Server’s hard disk.
Printer failure A problem occurring in a Media Library Server’s printer.
NOTE: Server is not responding is always set as an alarm event, and cannot be
changed. For a list of all possible error and warning messages see Warning and Error
Messages on page 91.
Viewing a Media Library Server’s Self-Test Results
Viewing a Media Library Server’s Self-Test Results

You can display the results of the most recent self-test performed by a Media Library Server to
help diagnose a problem, or to verify that a problem has been resolved.
The Media Library self-test includes the following information:
• Disk Storage
Status of the hard disk that stores the NICE Media Library in the PC that runs the Media
Library Server.
• Printer
Status of the Media Label Printer connected to the NICE Media Library Server.
To display the results of a Media Library Server’s most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media
Library Server.
-or-
Choose Test Media Library in the Supervision menu.
-or-
Double-click a row (in Text view) or a picture of a Media Library Server (in Graphic view) for
a Media Library Server that has reported a warning (blue) or error (red) message.
The Media Library Self-Test window appears, displaying the results of the selected Media
Library Server’s most current self-test.
Figure 5-1 Media Library Self-Test Window
Viewing Configuration Details for a Media Library Server
Viewing Configuration Details for a Media Library Server

You can view the details about a Media Library Server’s hardware and software configuration to
help diagnose and resolve an equipment problem. The following types of information are
displayed for Media Library Servers:
• Communication
Indicates the selected Media Library Server’s address and the interface type used to access the
Media Library Server.
• Software Version
Indicates the software version of the Media Library Server.
To view a Media Library Server’s software configuration details:

1. If the NICE Supervision window is in Text view, click the row for the desired Media Library
Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired Media
Library Server.
-or-
Choose Media Library configuration in the Supervision menu.
The Media Library Configuration window appears with the ID of the selected Media Library
Server, and displaying the Media Library Server’s configuration details (described above).
Creating a Media Library Report
Creating a Media Library Report

Using the Media Library report, you can view Media cassettes in a selected Logger. The Media
library report is available only when a Media Library server is installed.
To create a Media library report:

1. In the NICE Supervision window, choose Media Library in the Reports menu.
The Media Library window appears.
Figure 5-2 NICE Media Library Window
2. Click All Loggers, or select a Logger in the drop-down list.

3. Click Create.
A list of Loggers matching the specified requirements is displayed.
6
Supervising NiceCLS Servers
NiceCLS provides a total system solution for continuous recording and archiving of telephone
calls, and for multi-user playback of audio. NiceCLS supplements the capabilities of NiceLog
Digital Voice Loggers by collecting detailed information from the PABX that is connected to the
Voice Logger. This additional data enables NiceCLS to create more complete and detailed reports.
Contents
Defining NiceCLS Server’s Alarm Events .................................................................... 80

Viewing a NiceCLS Server’s Self-Test Results ............................................................ 81
Viewing Configuration Details for a NiceCLS Server .................................................. 82
Scheduling NiceCLS Working Hours............................................................................ 83
Chapter 6: Supervising NiceCLS Servers 79
Defining NiceCLS Server’s Alarm Events
Defining NiceCLS Server’s Alarm Events

You specify which events trigger an alarm for NiceCLS Servers by marking a check box next to
each event that appears in the Event List in the Supervision Options window.
For more information, see Managing NICE Supervision Alarms on page 25.
The following table lists events that appear when you click the NiceCLS tab in the Supervision
Options window:
Event Type Cause
Server is not responding A problem occurring with a NiceCLS Server’s communications.
Switch failure A problem occurring in the connection between the NiceCLS Server
and the telephone switch.
Switch warning A disruption in the connection between the NiceCLS Server and the
telephone switch.
Database failure A problem with the NiceCLS Calls Database.
Database warning A problem in accessing the NiceCLS Calls Database.
Loggers failure A problem in the connection between one or more Loggers and the
NiceCLS Server.
Internal Error NiceCLS software error.
NOTE: Server is not responding is always set as an alarm event, and cannot be
changed.
Viewing a NiceCLS Server’s Self-Test Results
Viewing a NiceCLS Server’s Self-Test Results

You can display the results of the most recent self-test performed by a NiceCLS Server to help
diagnose a problem, or to verify that a problem has been resolved.
The NiceCLS Self-Test window displays the following information about the selected NiceCLS
Server:
• Server communication status
Status is either OK, or a failure message appears.
• Calls database status
Displays the type and name of the calls database, and either OK or an error message.
• Telephone switch database status
Displays the type and name of the telephone switch, and either OK or an error message.
To display the results of a NiceCLS Server’s most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired NiceCLS Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceCLS
Server.
-or-
Choose CLS Self-test in the Supervision menu.
-or-
Double-click a row (in Text view) or a picture of a Logger (in Graphic view) for a Voice
Logger that has reported a warning (blue) or error (red) message.
The Self-Test window appears, displaying the results of the selected Voice Logger’s most
current self-test.
Figure 6-1 NiceCLS Self-Test Window
Viewing Configuration Details for a NiceCLS Server
Viewing Configuration Details for a NiceCLS Server

You can view details about a NiceCLS Server’s hardware and software configuration to help
diagnose and resolve an equipment problem. When you view configuration details for a NiceCLS
Server, information is displayed about the following NiceCLS components:
• NiceCLS Server
• NiceCLS Calls Database
• Telephone switch connected to the NiceCLS Server
To view a NiceCLS Server’s hardware/software configuration details:

1. If the NICE Supervision window is in Text view, click the row for the NiceCLS Server.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the NiceCLS Server.
Choose CLS configuration in the Supervision menu.
-or-
Double-click a row (in Text view) for a NiceCLS Server whose status is Test OK, or double-
click a picture of a NiceCLS Server (in Graphic view) for a Logger that is not colored blue
(warning) or red (error message).
The CLS Configuration window appears, displaying the ID of the selected NiceCLS Server in
the title bar.
Figure 6-2 NiceCLS Configuration Window
Scheduling NiceCLS Working Hours
3. Click one of the tabs in the NiceCLS Configuration window to view the configuration details
for one of the following components:
Server Describes the selected NiceCLS Server, including the server’s name, address,
software version, the number of NiceCLS Servers and input channels handled
by the server, the number of calls databases it serves, and the number of
switches that send data to the server.
Database Describes the calls database(s) served by the selected NiceCLS Server.
Currently no data is provided.
Switch Describes the telephone switch(es) that send data to the selected NiceCLS
Server, including the type and name of the switch(es), the NiceCLS driver
version that supports the switch(es), and the number of data ports on the switch
that send data to the server.
Scheduling NiceCLS Working Hours

The start and stop times for receiving information from the PABX to the NiceCLS database are set
the same way that you set up a weekly recording schedule for NiceLog Voice Loggers. In order to
receive data from the PABX you must mark the Enable CLS Working Hours checkbox in the
Scheduled Recording window.
You can set up your working hours schedule so that you receive data in one continuous period or
two periods per day divided by a pause.
For more information about setting a schedule, see Setting Up a System-Wide Recording Schedule
on page 58.
7
Supervising NiceScreen Loggers
The NiceScreen Logger enables recording of agent screen activity.
Contents
Defining NiceScreen Logger Alarm Events.................................................................. 86

Viewing a NiceScreen Logger Self-Test Results.......................................................... 87
Viewing Configuration Details for a NiceScreen Logger ............................................ 88
Chapter 7: Supervising NiceScreen Loggers 85
Defining NiceScreen Logger Alarm Events
Defining NiceScreen Logger Alarm Events

You specify which events trigger an alarm by marking a checkbox next to each event that appears
in the Event List in the Supervision Options window. For more information, see Setting Up NICE
Supervision Alarms on page 26.
The following table lists events that appear in the Supervision Options window for the
NiceScreen Logger option.
Event Type Cause
Logger is not responding A problem occurring with a Logger’s communications.
Screen Logger Error Error message sent by the NiceScreen Logger.
Screen Logger Warning Warning message sent by the NiceScreen Logger.
NOTE: For a list of all possible error and warning messages, see Appendix A,
Warning and Error Messages on page 91.
Viewing a NiceScreen Logger Self-Test Results
Viewing a NiceScreen Logger Self-Test Results

You can display the results of the most recent self-test performed by a NiceScreen Logger to help
diagnose a problem, or to verify that a problem has been resolved.
The NiceScreen Logger self-test includes the following information:
• NiceScreen Logger Status
Status is either OK, or a failure message appears.
• Status
• Free Disk Space: The amount of free space on the NiceScreen Logger.
• Free Kept Space: The amount of free kept space on the NiceScreen Logger.
• Number of current active agents: The number of agent stations currently active.
• Number of current recorded agents : The number of agents currently recorded.
• Number of current playbacks: The number of playback currently being performed.
To display the results of a NiceScreen Logger’s most current self-test:

1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen
Logger.
-or-
Choose Test Screen Logger in the Supervision menu.
-or-
Double-click a row (in Text view) or a picture of a NiceScreen Logger (in Graphic view) for a
NiceScreen Logger that has reported a warning (blue) or error (red) message.
The Screen Logger self test window appears, displaying the results of the selected NiceScreen
Logger’s most current self-test.
Figure 7-1 Screen Logger Self-Test Window
Viewing Configuration Details for a NiceScreen Logger
Viewing Configuration Details for a NiceScreen Logger

You can view the details about a NiceScreen Logger’s configuration to help diagnose and resolve
an equipment problem. The following types of information are displayed for NiceScreen Loggers:
• Communication: Indicates the selected NiceScreen Logger’s address and the interface type
used to access the NiceScreen Logger.
• Maximum Recording Agents: The maximum number of agents that the NiceScreen Logger
can record.
• Maximum Playback: The maximum number of playbacks that can be performed.
• Synchronized Voice Logger ID: The ID of voice Logger used for synchronization.
• Software Version: Indicates the software version of the NiceScreen Logger.
To view a NiceScreen Logger’s software configuration details:

1. If the NICE Supervision window is in Text view, click the row for the desired NiceScreen
Logger.
-or-
If the NICE Supervision window is in Graphic view, click the icon for the desired NiceScreen
Logger.
-or-
Choose Screen Logger configuration in the Supervision menu.
The Screen Logger Configuration window appears with the ID of the selected NiceScreen
Logger, and displaying the NiceScreen Logger’s configuration details.
Figure 7-2 NiceScreen Logger Configuration Window
A
Warning and Error Messages
This section provides a list of all warning and error messages that can appear in the NICE
Supervision window. These messages can be generated by supervised NiceLog or NiceCall Focus
Voice Loggers, NiceCLS Servers, NiceScreen Loggers and Library Servers. Each message is
accompanied by a description of the recommended course of action to be taken if the message
appears.
Messages are listed according to name of the event. The events are listed in the tabs of the
Supervision Options window (described in Chapter 2).
Communication errors and internal errors are listed in this appendix, but do not appear in the
Alarm events area of the Supervision Options window. Supervision messages are be grouped as
follows:
Message Numbers Category Begins on...
600 - 999 Voice Logger BIT Messages page 92
1000 - 1999 NiceCLS API Error Messages page 102
2000 - 2099 NICE Media Library BIT Messages page 106
2100 - 2199 NiceScreen Logger BIT Messages page 107
2200 - 2299 TIM BIT Messages page 108
2300 - 2399 AMU Messages page 108
NOTE: Archiving media is used to describe all types of recording media, among
them DAT and DVD.
Appendix A: Warning and Error Messages 91
Voice Logger BIT Messages

The following messages can be generated by a NiceLog Voice Logger.
Message
Message Text Recommended Action
Number
601 ADIF board <board no.> not responding Shut down or reset Logger.
602 ADIF board <board no.> firmware not loaded Shut down or reset Logger.
603 ADIF board <board no.> - IO failure Shut down or reset Logger.
604 ADIF board <board no.> - DPR failure Shut down or reset Logger.
605 ADIF board <board no.> - no interrupts Shut down or reset Logger.
606 ADIF board <board no.> Self-Test failed Shut down or reset Logger.
607 APA board <board no.> not responding Shut down or reset Logger.
608 APA board <board no.> DSP firmware loading Shut down or reset Logger.
error
609 APA board <board no.> DSP Self-Test failed Shut down or reset Logger.
610 Internal Error Call NICE customer support.
611 System files corrupted Some of the audio may be

lost. Call NICE customer
support.
612 Data files corrupted Some of the audio may be

lost. Call NICE customer
support.
613 Logger was not properly shut down Shut down or reset Logger.
614 Free space on disk is only <amount>% Unlock or Delete recordings.
615 No DAT for Retrieval <deck no.> Insert archiving media or Quit
Retrieval.
616 No DAT for Manual Archiving <deck no.> Insert archiving media or Quit
Manual.
617 No DAT for Automatic Archiving (deck <deck Insert archiving media.
no.>)
618 Automatic Archiving suspended - Busy for Quit Retrieval.

Retrieval
619 Automatic Archiving suspended - Busy for Quit manual archiving.

Manual
Voice Logger BIT Messages (Continued)
Message
Number
620 Too many recordings - retrieval not completed Unlock recordings, and
(deck <deck no.>) activate automatic deletion.
621 Retrieval aborted (deck <deck no.>) - disk Unlock recordings, and
was full activate automatic deletion.
622 Invalid DAT format (deck <deck no.>) Eject the archiving media.
623 Drive failure - deck <deck no.> Reset the deck. Eject button in
Deck window changes to
Reset.
624 Internal failure with deck <deck no.> Reset the deck. Eject button in
Reset.
625 Cannot append to this DAT (deck <deck no.>) Eject and replace archiving
media.
626 Defective DAT in deck <deck no.> Eject and replace archiving
media.
627 DAT in deck <deck no.> is Write-Protected Eject and replace archiving
media or remove the write
protection.
628 No data in DAT in deck <deck no.> Eject and replace archiving
media.
629 Data in DAT is too recent (deck <deck no.>) Eject and replace archiving
media.
630 Data on DAT in deck <deck no.> from another Eject and replace archiving
Logger media.
631 DAT was manually ejected from deck Eject the archiving media.
<deck no.>
632 Drive failure - deck <deck no.> Reset the deck. Eject button in
Reset.
633 Failure in hard disk <disk ID> Some of the audio may be
lost. Call NICE Customer
support.
634 ADIF digital board <board no.> E1 - Framing Check digital link wires.
error
635 ADIF digital board <board no.> E1 - Remote Check digital link wires.
Alarm Indication (RAI)
Message
Number
636 ADIF digital board <board no.> E1 - Loss of Check digital link wires.
Synchronization (LOS)
637 ADIF digital board <board no.> E1 - Alarm Check digital link wires.
Indication Signal (AIS)
638 ADIF board <board no.> No Signal (NOS) Check digital link wires.
639 Automatic Archiving suspended for Retrieval Quit Retrieval.
640 Automatic Archiving suspended - Busy for Quit manual archiving.

Manual
641 LAF board <board no.> not responding Shut down or reset Logger.
642 LAF board <board no.> firmware not loaded Shut down or reset Logger.
643 LAF board <board no.> initialization failed Shut down or reset Logger.
644 LAF board <board no.> configuration failure Shut down or reset Logger.
645 LAF board <board no.> specified time does Shut down or reset Logger.
not exist
646 LAF board <board no.> loss of Shut down or reset Logger.
synchronization
647 Deck <deck no.> is dirty and must be cleaned. Clean the archiving media
deck.
648 Deck <deck no.> should be cleaned. Clean the archiving media
deck.
649 ISDN board <board no.> - command failed Shut down or reset Logger.
650 ISDN board <board no.> - initialization failed Shut down or reset Logger.
651 ISDN board <board no.> - Self-Test failed Check digital link wires.
652 Automatic Archiving suspended Finish or stop retrieval

operation.
Make sure that there is
archiving media inserted.
653 Access to DAT in deck <deck no.> is denied Eject and replace the
archiving media.
654 MASC board (board <board no.>) – Shut down or reset Logger.
initialization failed
655 MASC board <board no.> – switch failed Shut down or reset Logger.
656 MASC board <board no.> – Self-Test failed Shut down or reset Logger.
Message
Number
657 MASC board <board no.> – framing error Shut down or reset Logger.
658 6DAT- hardware error Shut down or reset Logger.
659 Automatic archiving suspended for Erase DAT Shut down or reset Logger.
660 NTCM digital board <no> - Error Check digital link wires.
661 NTCM digital board <no> - Error Check digital link wires.
662 One of the power supplies is damaged Check power supplies.
663 NORTEL_VTG board <board no.> - Restart the Logger and call
Initialization failed NICE Customer Support.
664 NORTEL_VTG board <board no.> - Restart the Logger and call
Synchronization to switch failed NICE Customer Support.
665 Locked space on disk is <board no.> % Delete calls or recordings.
666 RTS is not responding Call NICE Customer Support.
667 One of the DAT cassettes in the 6DAT Replace DAT cassettes in the
autoloader is malfunctioning 6DAT autoloader.
668 VICO board <board no.> - initialization failed Call NICE Customer Support.
669 VICO board <board no.> - Error Call NICE Customer Support.
670 Mirror device error Call NICE Customer Support.
671 ETAI board <board no.> - initialization failed Shut down or reset Logger.
672 ETAI board <board no.> - line (trunk) error Check switch trunk
connection.
673 ETAI board <board no.> - switch error Shut down or reset Logger.
674 ETAI board <board no.> - DSP error Shut down or reset Logger.
675 NATI board <board no.> - initialization failed Shut down or reset Logger.
676 NATI board <board no.> - channel(s) error Shut down or reset Logger.
677 NATI board <board no.> - switch to MVP error Shut down or reset Logger.
678 NATI board <board no.> - DSP(s) error Shut down or reset Logger.
679 ISDN board <board no.> - channel(s) error Shut down or reset Logger.
680 ISAC boards - Logger critical error Shut down or reset Logger.
681 ISAC boards <board no.> - Hardware error Call NICE Customer Support.
Message
Number
682 ISAC boards <board no.> - Selected clock Check PBX digital line wires.
error PBX digital link wires
683 ISAC boards <board no.> - Dataline error Check PBX digital line wires.
684 ISAC boards <board no.> - Right clock error Check PBX digital line wires.
685 ISAC boards <board no.> - Left clock error Check PBX digital line wires.
686 ISAC boards <board no.> - Right frame Check PBX digital line wires.
synchronization error
687 ISAC boards <board no.> - Left frame Check PBX digital line wires.
688 Error: Call Administrator Now! Checksum Call your Administrator NOW!
error in Logger Files
690 Archiving finished on deck <deck no.>. Open

the door and replace the media to continue
Automatic Archiving
691 Cannot eject DVD from deck <deck no.>.

Open the door and try again
692 Waiting for BSRV restart (new RTS device

was added/removed)
693 Connection to RTS failed
694 Cannot add RTS device (device number is

occupied)
695 General backup error on deck <deck no.>. For

more information open Backup Application
696 The media in the device <device no.> cannot

be used anymore (load count is exceeded)
697 DBM initialization error A critical problem occurred in

the Logger database
initialization.
Call NICE Customer Support.
698 Driver initialization error A problem occurred in the

hardware initialization.
Check configuration fits
hardware.
Check hardware and cabling.
Message
Number
699 General hardware critical error Contact NICE Customer

Support
700 Low statistics alarm on <n> input channels. Check Activity Detection
threshold.
701 <nos> input channels are not responding Check physical connection of
input channel.
702 ROB malfunction 1. Restart the Logger.

2. Call NICE Customer
Support.
703 Disk is full Unlock or delete recordings.
704 NORTEL_VTG board <no> - Initialization 1. Restart the Logger.

failed 2. Call NICE Customer
Support.
705 NORTEL_VTG board <no> - Synchronization 1. Restart the Logger.

to switch failed 2. Call NICE Customer
Support.
706 Hardware failure at one input channel 1. Check the cables

connected to the video
camera.
Support.
707 Hardware failure at input channels 1. Check the cables

cameras.
Support.
708 Hardware failure at one output channel 1. Check the cables

connected to the monitor.
Support.
709 Hardware failure at output channels 1. Check the cables

connected to the monitors.
Support.
Message
Number
710 No signal at one input channel 1. Check the cables

camera.
Support.
711 No signal at input channels 1. Check the cables

cameras.
Support.
712 One of the DAT cassettes in the 6DAT Replace DAT cassettes in the
autoloader is malfunctioning 6DAT autoloader.
713 No more locked space on Disk Unlock or delete recordings.
714 Locked space on disk is low Unlock or delete locked

recordings.
715 High Statistics Alarm: On <no.> input

channel(s)
716 ROB power off
730 Dongle was not initialized
731 Dongle was already initialized
732 Dongle device not supported
733 Dongle initializing failed - function not

supported
734 Connection to Dongle failed
735 Dongle initializing failed - Network error

occurred
736 No device available for Dongle
737 Dongle initializing failed - Wrong parameter

occurred
738 Dongle initializing failed - HL-Server not API

version
739 Dongle initializing failed - error on memory

allocation
Message
Number
740 Dongle initializing failed loading HLVDD.DLL

failed
750 ISAC2 boards - Logger critical error Shut down or reset Logger.
751 ISAC2 board <board no.> - Hardware error Call NICE Customer Support.
752 ISAC2 board <board no.> - Selected clock Check PBX digital link wires.
error
753 ISAC2 board <board no.> - Dataline error Check PBX digital link wires.
754 ISAC2 board <board no.> - Right clock error Check PBX digital link wires.
755 ISAC2 board <board no.> - Left clock error Check PBX digital link wires.
756 ISAC2 board <board no.> - Right frame Check PBX digital link wires.
757 ISAC2 board <board no.> - Left frame Check PBX digital link wires.
760 ADIF3 board <board no.> - DSP error Call NICE Customer Support.
761 ADIF3 board <board no.> - Timing and control Call NICE Customer Support.
FPGA error
762 ADIF3 board <board no.> - Adpcm FPGA Call NICE Customer Support.
error
763 ADIF3 board <board no.> - Hardware error Call NICE Customer Support.
764 ADIF3 board <board no.> - External clock

synchronization problem
770 DLI board <board no.> - communication error Shut down and reset Logger.
771 DLI board <board no.> - channel(s) error Shut down and reset Logger
772 VoIP Driver initialization error A problem occurred in the

ExternalCap initialization.
Check ExternalCap
configuration.
773 DLI Driver initialization error A problem occurred in the DLI

initialization.
Check the DLI configuration,
hardware, and cabling.
800 Process Board Error Contact NICE Customer

Support.
Message
Number
801 TLI Board Error Contact NICE Customer

Support.
802 FLI Board Error Contact NICE Customer

Support.
803 LAF Board Error Contact NICE Customer

Support.
804 APA Board Error Contact NICE Customer

Support.
805 Failure in Hard Disk Contact NICE Customer

Support.
806 Disk Storage is Full Check that Automatic

Deletion is running properly.
808 Internal Error Contact NICE Customer

Support.
809 Hardware Error Contact NICE Customer

Support.
810 DAT Media Failure Contact NICE Customer

Support.
811 DAT is write-protected Remove the protection so

that the Logger may write on
the archiving media.
812 No init header Replace the archiving media.
813 Data on DAT is too recent Contact NICE Customer

Support.
814 Cannot append to DAT Contact NICE Customer

Support.
815 DAT was manually ejected Contact NICE Customer

Support.
816 No DAT for automatic archiving Insert archiving media into

the deck.
817 Automatic archiving suspended Contact NICE Customer

Support.
818 System Configuration Error Contact NICE Customer

Support.
Message
Number
820 Improper Logger shut down Contact NICE Customer

Support.
821 Database consistency changed Contact NICE Customer

Support.
822 BTAI2 board <board no.> - DSP <no.> error Contact NICE Customer
Support.
823 BTAI2 board <board no.> - initialization failed Shutdown or reset Logger.
824 BTAI2 board <board no.> - line (trunk) error Check switch trunk
connection.
825 BTAI2 board <board no.> - Matrix error Restart the Logger and
contact NICE Customer
Support.
826 BTAI2 board <board no.> - FPGA error Contact NICE Customer
Support.
827 ETAI2 board <board no.> - error Restart the Logger and
Support.
828 ETAI2 board <board no.> - line error Check switch trunk
connection.
829 ETAI2 board <board no.> - matrix error Restart the Logger and
Support.
830 ETAI2 board <board no.> - DSP error Contact NICE Customer
Support.
831 UDA board <board no.> - DB <no.> DSP error Contact NICE Customer
Support.
832 UDA board <board no.> Matrix critical error Restart the Logger and
Support.
833 UDA board <board no.> error Restart the Logger and
Support.
NiceCLS API Error Messages
Message
Number
1000 Internal - Software restart failure Shut down and restart the
NiceCLS server.
1100 Driver failed due to an exception. 1. Restart the NiceCLS.

Support.
1200 Driver failed due to user termination. The Dispatch process should
re-activate the driver without
user intervention.
If it does not:
1. Restart the NiceCLS.
Support.
1300 Driver not synchronized. 1. Restart the NiceCLS.

Support.
1301 Too Many Unprocessed Reports 1. Restart the NiceCLS.

Support.
1302 No Reports Recently Received 1. Restart the NiceCLS.

Support.
1303 No Reports Recently Received From Ports: 1. Restart the NiceCLS.

<Port no.(s)> 2. Call NICE Customer
Support.
1304 Internal - Unable to Open Data Port 1. Restart the NiceCLS.

Support.
1305 Internal - Unable to Open Data Ports: <Port 1. Restart the NiceCLS.
no.(s)> 2. Call NICE Customer
Support.
NiceCLS API Error Messages (Continued)
Message
Number
1401 No connection to CTI server Check the network

connection from NiceCLS to
the Telephony Server or
check if the Telephony Server
is running.
1402 CTI server stream failure Check the network

is running.
1403 CTI-FAILURE: ‘Universal Failure Conf’ event. Check the network

is running.
1404 CTI-FAILURE: ‘Universal Failure’ event. Check the network

is running.
1405 CTI-FAILURE: No Response from Telephony Check the network

Server. connection from NiceCLS to
is running.
1406 CTI-FAILURE: ‘Monitor End’ and ‘Network Not Check the ASAI link between
Obtainable’ events. the Telephony Server and the
Switch.
1407 CTI-FAILURE: Failure opening connection to Check the network

the Telephony Server. connection from NiceCLS to
is running.
1408 Failed to monitor device. Check if your switch has

enough licenses for
monitoring.
1447 Server Internal failure (%ID) Contact NICE Customer

Support
Message
Number
1448 Logger communication failure (with Logger Check communication with

%ID) Logger(s)
1449 Invalid Logger Clock (<n> seconds difference Check Logger(s) Clock.
with Logger <Logger no.>
1450 Service observation failure. Check for conflict of

observations on the same
extension or agent.
1451 No available channels – all recording Check if your recording

channels are in use. program is configured
correctly.
1452 Communication problem with Logger Check voice Logger network

connectivity.
1453 Failed to monitor DSN – unable to record. Check channels

configuration.
1454 All NiceCLS processed restarted due to The NiceCLS Dispatch is

excess of process failures restarting the processed
automatically. If the problem
persists, check each
process’s reported messages
for more information.
1455 All NiceCLS processed restarted due to lack The NiceCLS Dispatch is
of memory restarting the processed
automatically. If the problem
persists, check each
process’s reported messages
for more information.
1470 Overflow in Call Database Insertion Queue. Check the SQL server is
running and the NiceCLS
database insertion is working.
1471 Too many ongoing open calls. Check CDR/CTI link and
NiceCLS driver for missing
End of Call events.
1472 Agent logon table overflow Call NICE Customer Support.
1485 Overload of CPU/Memory in one of the The NiceCLS Dispatch is

NiceCLS processes restarting the process
automatically.
Message
Number
1486 Network problems (external and cluster- Check that network

internal) connections to the Cluster are
configured properly.
1487 Disk writing and mirroring problems. Check that the disk’s array is
connected properly and its
power supply is turned on.
1500 L2 maximum locked calls limit has been Wait or unlock some calls if
reached more L2 locks are needed
1501 Oldest calls were auto-deleted regardless of Make sure you remove old
evaluated state calls
1502 Lock/Unlock request received but call was not Run Query again. Call might
found on Logger have been manually deleted
1600 Internal Failure Call NICE Customer Support.
1601 Internal - Not responding Call NICE Customer Support.
1602 Internal - Not running Call NICE Customer Support.
1700 NiceCLS configured to work in Log Debug Change logging level to

mode. warning or error.
1800 Connection to database failure Call NICE Customer Support.
1801 Database backup failure Call NICE Customer Support.
1802 Database backup failure Call NICE Customer Support.
1803 Insertion rate too high Call NICE Customer Support.
1804 Internal - database is full Call NICE Customer Support.
1805 Internal - log is full Call NICE Customer Support.
1806 NiceCLS detects that calls are arriving from The NiceCLS database
the Secondary CLS only server is initiating a takeover.
Check later that the driver
and the call server are up and
functioning properly on the
Secondary CLS.
1807 Database Internal Failure (%ID) Call NICE Customer Support.
NICE Media Library BIT Messages
Message
Number
1808 Backup failure (%ID) Insert/replace tape.
1810 NiceCLS Dispatch went down unintentionally NiceCLS Redundancy

Manager is restarting the
Dispatch automatically.
1811 A passive client of the NiceCLS Redundancy NiceCLS Redundancy

Manager initiated a takeover Manager is initiating a
takeover.
1900 Mirror - Disk failure Call NICE Customer Support.
1901 Mirror - Initiating started Call NICE Customer Support.
1902 Mirror - Dirty shut down Call NICE Customer Support.
1903 Mirror - Missing disk Call NICE Customer Support.
1911 Mirror – failure Call NICE Customer Support.
Message
Number
2000 Error: Hard disk failure Call NICE Customer Support.
2001 Error: Hard disk is full Call NICE Customer Support.
2002 <amount> printers out of <amount> are not Check connection between
responding Label Printer and NICE
Supervision Station. Call
NICE customer support.
2003 Error: Database is corrupted Call NICE Customer Support.
NiceScreen Logger BIT Messages
NiceScreen Logger BIT Messages
Message
Number
2100 Screen Logger is not responding 1. Check that the Screen

Logger is running.
2. Ask the network
administrator to check that
the network is OK
2101 Hard disk error Call NICE Customer Support.
2102 There are < no.> ungenerated key frames 1. If the system is loaded and
you can’t start recording
because there are too many
key frames, the data rate is
too high. Stop recording, and
allow the key frame feature to
run.
2. Check that the key frame
generator exists.
2103 Time synchronization with voice Logger failed 1. Check that the Logger
address in the Screen Logger
is correct.
2. Check that the Logger is
powered up.
3. Ask the network
administrator to check that
the network is OK.
Support.
2104 Warning: There are <no.> ungenerated Key 1. If the system is loaded and
Frames you can’t start recording
because there are too many
key frames, the data rate is
too high. Stop recording, and
allow the key frame feature to
run.
2. Check that the key frame
generator exists.
TIM BIT Messages
TIM BIT Messages
TIM BIT Messages
Message
Number
2200 TIM is not responding Call NICE Customer Support
2205 Dialogic board %d - Port %d - Error Call NICE Customer Support
2206 Logger <Logger no.> is not responding Call NICE Customer Support
AMU Messages
AMU Messages
Message
Number
2300 Error: ADIF Board - Self -Test failed Call NICE Customer Support
2301 Error: APA Board - Self-Test failed Call NICE Customer Support
2302 Error: MSC board - Self-Test failed Call NICE Customer Support
2303 Error: Initialization failed Call NICE Customer Support
B
Sample Call Activity Reports
Using the NICE Supervision application you can create a call activity report that displays the
quantity of calls recorded and total recording time based upon the time interval, Logger(s), and
input channels that you specify. The format of your report can be an area, column, line, or XY
(Scatter) graph in two-dimensional or three-dimensional format.
This appendix includes sample activity reports.
For more information about what is displayed in an activity report, see Creating Call Activity
Reports on page 43.
Contents
Column Graph............................................................................................................... 110

3D Column Graph ......................................................................................................... 110
Area Graph .................................................................................................................... 111
3D Area Graph .............................................................................................................. 111
Scatter Graph ................................................................................................................ 112
3D Scatter Graph .......................................................................................................... 112
Line Graph..................................................................................................................... 113
3D Line Graph ............................................................................................................... 113
Appendix B: Sample Call Activity Reports 109
Column Graph
Column Graph
Figure B-1 Column Graph
3D Column Graph
Figure B-2 3D Column Graph
Area Graph
Area Graph
Figure B-3 Call Activity Area Graph
3D Area Graph
Figure B-4 3D Call Activity Area Graph
Scatter Graph
Scatter Graph
Figure B-5 XY (Scatter) Graph
3D Scatter Graph
Figure B-6 3D Scatter Graph
Line Graph
Line Graph
Figure B-7 Line Graph
3D Line Graph
Figure B-8 3D Line Graph
Glossary
6DAT
DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for
Automatic Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus
a single DAT deck installed.
ACA
Advanced Compression Algorithm. Optional audio compression rate, implemented with the TDA
CCA.
Activity Detector
Mechanism in the Logger that determines, based on user-defined parameters, when audio that
should be recorded (activity) is being received on an input channel.
Activity Rate
Measures detected activity, according to the specified activity detection parameters, versus time.
An activity rate of 50% means that the channel was active half of the time.
Activity
Refers to audio that causes an input channel to start recording. Activity is differentiated from
silence by the Activity Detector.
ADPCM
Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol.
ADPCM 16 compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.
AGC
Automatic Gain Control. Input AGC increases the quality of recorded audio by averaging the
volume of source audio as it is recorded. Output AGC increases the quality of playback audio by
averaging the volume of recorded audio that is playing back.
Glossary 115
Agent
Agents are personnel in a call center that make or answer telephone calls.
Agents View
NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT
Advanced Intelligent Technology. Magnetic 8 mm. tape cassette on which recorded audio can be
stored for long-term archiving. AIT cassettes store up to 25 GB of data.
Alarm event
Any event that might occur in a supervised unit that causes the NICE Supervision Station to
activate an alarm.
Alarm
Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated
on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.
ANI
Automatic Number Identification (Incoming calls). See CLI.
API
Application Programming Interface.
Archiving deck
Drive mechanism in the Logger used for archiving and retrieval of recorded audio to various
archiving media. A Logger can be equipped with either one or two decks.
Archiving
Process of copying recorded audio files to archiving media, such as DAT or DVD, for long-term
storage.
Glossary 116
Audio Segment
Specific term for a length of audio that is created when audio is recorded from a start time to a
stop time that are defined by parameters that are customized for your NiceLog System.
CDR
Call Details Reports.
Channel
A transmission path between two points. It is usually the smallest subdivision of a transmission
system by means of which a single type of communications service is provided. It is also referred
to as a line.
Channels Mode
NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI
Calling Line Identity. See ANI.
Client
A computer which accesses files or other services from a second computer called a server. Some
processing may take place on the client machine but generally the server handles most of the
information processing.
CLS
Call Logging System.
Coldstart Logger
To restart the NiceLog Logger and delete its stored audio.
Connected Logger
The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the
NiceLog Workstation application.
Glossary 117
CTI
Computer Telephony Integration. CTI is a term used for connecting a computer (single
workstation or file server) on a local area network (LAN) to a telephone switch (usually a PBX or
ACD) for the purpose of adding enhanced routing.
Typically it means the exchange of information between the telephony system and the host
computer for smart handling of call routing.
DAT cassette
Digital Audio Tape cassette. Magnetic 4 mm. tape cassette on which recorded audio can be
stored for long-term archiving. DDS-2 DAT cassettes can store up to 4 GB, while DDS-3 DAT
cassettes store up to 12 GB.
DCF77
The DCF77 board is an optional card installed in the NICE Supervision Station to receive code
from an external DCF77 system in Western Europe.
DDI
Direct Dialing in Number
DID
Direct Inward Dialing
DNIS
Dialed Number Identification Service. Destination telephone number dialed by the incoming
caller. An example is the last digits of a 1-800 telephone number.
DTMF Recording on Demand

An option that enables you to control recording on your personal extension by entering pre-
defined codes using your TouchTone telephone.
DTMF (Dual-Tone Multi-Frequency)

Describes digits dialed on a TouchTone telephone. DTMF digits dialed by a caller can be
recorded with audio on the NiceLog Logger.
Glossary 118
DVD
Digital Video Disc. Optical disc technology using two-sided media to digitally store information.
Energy Detector
Type of Activity Detector based on average volume of the audio signal on the input channel.
Free Seating
Free seating allows the agent to sit at different location with a different extension at each work
session.
G729A
Advance Compression Algorithm. Optional audio compression rate, implemented with the UDA
card.
Input Channel
Physical input on the Logger used to connect an audio source to the Logger.
Local Sound Card

Sound card, or multimedia card (e.g., Soundblaster) installed in the PC where you perform
playback. Required to play audio through the PC speaker via the LAN.
Logger
NiceLog Voice Logger. The basic unit of the NiceLog Digital Voice Logging System. Controlled by
the NiceLog workstation applications, the Logger performs audio recording, playback, retrieval,
archiving, and other operations.
Magneto Optical disk (MO)

Storage device that uses a laser to store information on a magnetic surface.
Maximum activity rate

Percentage of audio activity detected on the input channel during the specified time period
(typically 1 hour).
Glossary 119
Media Label Printer
Optional label printer dedicated to the NICE Supervision Station, which prints ID labels for
archiving media that are ejected from the archiving deck(s) in each Logger in the NiceLog Digital
Voice Logging System.
Media Library
Optional feature which keeps track of archiving media, and controls the Media Label Printer.
Media Mirroring
Optional feature which performs archiving of the same recorded audio to two archiving media
concurrently.
Minimum activity rate

Percentage of audio activity detected on the input channel during the specified time period
(typically 72 hours.)
Monitoring
Listening to audio as it is being received by an input channel in a Logger.
NICE Supervision Station

PC that runs the NICE Supervision application.
NICE Administrator application

Software application supplied with the NiceLog Digital Voice Logging System. Used only by the
NiceLog System Administrator to define NiceLog user IDs and configure Loggers.
NICE Supervision application

Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise
system-wide Logger events in multi-Logger NiceLog Systems.
NICE Query application

Windows-based software application that enables NiceLog users to quickly find, retrieve and play
audio segments that are stored on any Logger or archiving media created in the NiceLog System.
Glossary 120
NiceLog System Administrator
NiceLog user defined automatically when the NiceLog workstation software is installed. The
NiceLog System Administrator has full access to all Loggers, channels, and NiceLog
applications. The only user who can login to the NICE Administrator application.
NiceLog Digital Voice Logging System

System used for the recording, playback, and archiving of audio from multiple sources.
Comprised of one or more Loggers, and control software.
NTP
Network Time Protocol. A protocol for synchronizing the clocks on hosts on a network to that of a
single master time-keeper.
Output channel
Physical output on the Logger to which an audio output device is attached to enable playback of
recorded audio and monitoring of audio as it is received by the Logger.
Output device
Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to
an output channel on the Logger. Audio from playback or monitoring is reproduced through the
output device connected to the selected output channel.
PCM
A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback
Reproduction of recorded audio on an output device.
Position
Logical grouping of multiple input channels which represents the input devices (e.g., headset,
handsets) that are physically located at a single seat or position. Input channels can be displayed
grouped in positions in the NICE Query application.
Pre-defined Selective Recording

An option that enables you to sum multiple devices to one input channel of a Logger.
Glossary 121
Random Monitoring
NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for
quality assurance.
Recording on Demand
An option that enables you to click on an icon in the Recording on Demand window in order to
stop and start recording for your own extension.
Recording
• The process of storing audio from an audio source (i.e., a telephone or radio) on the hard
disk of a Logger.
• A unit of recorded audio. The audio that is recorded on a single input channel between the
time the recording process is started on the channel and the time it is stopped.
Reproducer
PC in which one or two decks are installed to enable retrieval of archived audio from archiving
media to a NiceLog Logger. A Reproducer PC with two decks can also be used for media
duplication.
Retrieval
The process of copying archived audio from archival media to the hard disk of the connected
Logger, for the purpose of playback.
RTS (Remote Tape Server)

A server containing archiving decks and operating remotely with a Logger over a dedicated Fast
Ethernet LAN.
Self-Test
BIT (Built-In Test) performed periodically by each Logger to check the status of its various
hardware components and software operations.
SNMP
TCP/IP protocol used to manage and control IP gateways and the networks to which they are
attached.
Glossary 122
Supervised unit
Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE
Supervision window.
Supervisor
Person in charge of administrating NICE Supervision.
sysadm
User ID of the NiceLog System Administrator.
TDA (Texas Instruments DSP Array)

A card which enables high-audio compression rates. See ACA.
Threshold
The maximum level of noise in the channel before it is considered Active. The default value is
49.
Transcription
An option that enables you to open a Word document and to control playback while transcribing a
recording.
Trunk Side
Trunk side connections connect the system to other switching systems.
Trunk
A communications line between two switching systems. A tie trunk connects PABXs. Central
Office trunks connect a PABX to the switching system at the central office.
UDA
A card which enables high-audio rates. See G729A.
VOX
An optional type of Activity Detector that recognizes the characteristics of human speech in input
signals and rejects noise.
Glossary 123
Index
A Activity detection 40
list of 19
Compression rate 40
Configuration
ADIF card 56
Media Library Server 76
ADIF3 card 56
NiceCLS 82
Alarm
screen logger 88
icons 19
Configuring
Alarm events
a logger’s clock 64
defining 54
Logger Channel IDs 67
Alarms
disabling 30, 31
enabling 30, 31
Media Library 74
D Daylight Savings Time 66
NiceCLS 80 DCF77 63
responding to 32 Debug
screen Logger 86 viewing debug information 69
setup 26 Disabling
status icons 31 alarms 31
Audit Trail 36
Automatic dialer
setting 27
setup 30
E Enabling
alarms 31
Error messages 91
B Board types 56
ETAI card 56
ETAI2 card 56
BTAI2 card 56 Exiting NICE Supervision 23
C Card types 56
F Faxing
Channel ID detailed information 33
configuring 67 Supervision information manually 33
Channel Information system information 33
creating report 40 Formats
Channels Statistics Alarms changing in reports 45
creating report 42
Clocks
configuring 64
Daylight Savings Time 66
G Graphic view 20
setting the logger’s clock 64
synchronizing 63
Coldstarting 71
Columns
I Icons
Index 125
alarm 19 Setup 58
alarms 31 Reports
toolbar 21 Audit Trail 36
Call Activity 43
Channel Information 40
L LAF
Channelsstatistics alarms 42
Media Library 77
card 56 Standby Logger Statistics 48
setup 63 switching formats 45
Logger Reset Logger Mirroring Error 69
coldstarting 71 Resetting a logger 70
resetting 70 Responding to alarms 32
shutting down 70
Logger information
downloading 62
uploading 62
S Scheduled Recording
Logger Mirroring Error disabling 61
resetting 69 Screen Logger
Login 16 alarm events 86
Logout 23 configuration details 88
self-test 87
Segment creation
M Media Library activity 41
DTMF 41
alarm events 74 On/Off Hook 41
report 77 Self-test
Self-Test 75 minutes between reports 27
server configuration details 76 viewing results 55
Setup
N NATI card 56
automatic dialer parameters 30
of alarms 26
recording schedule 58
NiceCLS
Shutdown 70
alarm events 80
SNMP options
configuration details 82
enable 27
self-test 81
Sorting the displayed list 18, 20
Supervising 79
Standby Logger Statistics
working hours 58, 83
creating report 48
NTP 63
Starting the application 16
Supervised units 18
P Parameters
Supervision window 18
grahic view 20
automatic dialer 30 text view 18
Password toolbar 21
changing 21 Synchronizing Logger clocks 63
R Recording
T Text view 18
and holidays 60
and weekends 59
Recording schedule U UDA card 56
Index 126
User ID 16
W Warning messages 91
Working Hours
NiceCLS 83
Index 127

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Version 8.

This product is covered by one or more of the following US patents:

APAC Region: (Asia/Pacific)

The Americas Region: (North, Central, South America)

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

International Headquarters-Israel North America

PART I - NICE Supervision General Capabilities

PART II - NICE Supervision Product Specific Capabilities

PART III - Appendices

About this Manual

PART I - NICE Supervision General Capabilities

Chapter 1 - Getting Started With NICE Supervision

Chapter 2 - Managing NICE Supervision Alarms

Chapter 3 - NICE Supervision Reports

PART II - NICE Supervision Product Specific Capabilities

Chapter 4 - Supervising Loggers

Chapter 5 - Supervising Media Library Servers

Chapter 6 - Supervising NiceCLS Servers

Chapter 7 - Supervising NiceScreen Loggers

PART III - Appendices

Appendix A - Warning and Error Messages

Appendix B - Sample Call Activity Reports

NICE Supervision is an easy-to-use software application that provides the convenience of

Starting NICE Supervision ............................................................................................. 16

Chapter 1: Getting Started With NICE Supervision 15

Starting NICE Supervision

To start the NICE Supervision application:

Figure 1-1 Login Supervision Window

The NICE Supervision window appears.

Chapter 1: Getting Started With NICE Supervision 16

Figure 1-2 NICE Supervision Window - Text View

Chapter 1: Getting Started With NICE Supervision 17

NICE Supervision Window

NICE Supervision Window - Text View

To switch the NICE Supervision window to Text view:

Figure 1-3 NICE Supervision Window - Text View

Chapter 1: Getting Started With NICE Supervision 18

• Unit Unit types include: (This is a partial list, given as an example)

The alarm icons are:

Alarm is detected and the alarm is enabled.

Alarm is detected and the alarm is disabled.

Blank No alarm is detected and the alarm is enabled.

• Manual Archiving medium is set for Manual Archiving.

Chapter 1: Getting Started With NICE Supervision 19

• Retrieval Archiving medium set for Retrieval.

• Not Used Deck is not in use.

TIP: Use the horizontal scroll bar to view hidden columns.

NICE Supervision Window - Graphic View

To switch the NICE Supervision window to Graphic view:

Figure 1-4 NICE Supervision Window - Graphic View

Chapter 1: Getting Started With NICE Supervision 20

NiceLog Voice Logger

NICE Media Library Database

NICE Supervision Window Toolbar

Changing Your NICE Supervision Password

Chapter 1: Getting Started With NICE Supervision 21

• It is not one of the last three passwords used

To change your NICE Supervision password:

Figure 1-5 Change Password Window

Chapter 1: Getting Started With NICE Supervision 22

Exiting the NICE Supervision Application

To exit NICE Supervision:

Figure 1-6 Logout Supervision Window

Chapter 1: Getting Started With NICE Supervision 23