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Release 3.1
September 2008
385A0460-04 Rev. A1
®
Insight from Interactions TM
Information in this document is subject to change without notice and does not represent a
commitment on the part of NICE Systems Ltd. The systems described in this document are
furnished under a license agreement or nondisclosure agreement.
All information included in this document, such as text, graphics, photos, logos and images, is the
exclusive property of NICE Systems Ltd. and protected by United States and international
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Permission is granted to view and photocopy (or print) materials from this document for personal,
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information in this document, whether in electronic or hard copy form, without the express prior
written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted
copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author
attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright © 2008 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,893,197 5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203
5,396,371 5,446,603 5,457,782 5,819,005 5,911,134 5,937,029 6,044,355
6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,252,946 6,252,947
6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,775,372 6,785,369
6,785,370 6,856,343 6,865,604 6,870,920 6,871,229 6,880,004 6,937,706
6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,058,589 7,085,728
7,203,655 7,240,328 7,305,082 7,333,445 7,346,186 7,383,199 7,386,105
360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder,
eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST
Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions,
Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall,
NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE
SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision,
NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision
Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback
Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet
are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered
trademarks are the property of their respective owners.
Applications to register certain of these marks have been filed in certain countries, including Australia,
Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such
registrations have matured to registrations.
385A0460-04 Rev. A1
For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: support@nice.com
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: support_helpdesk@nice.com
For general information on NICE Systems products please contact your local distributor or the
nearest NICE Systems office:
Please send all queries, comments, and suggestions pertaining to this document to
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Please visit NICE at www.nice.com
Revision History
NiceScreen Installation Guide
2
Installing the NiceScreen Logger 19
NiceScreen Logger Installation Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Preparing the Server for NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . 21
Installing and Configuring SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Installing the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Configuring the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Installing the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Installing SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
NiceScreen Logger Log Severities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Installing and Using ScreenAgent Management System (SAMS) . . . . . . . . . 44
Installing SAMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Using SAMS Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
3
NICE ScreenAgent Installation 49
NICE ScreenAgent Installation Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
System Requirements for NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . 51
Contents 7
Contents 8
5
Scheduler Rules 129
Scheduler Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Choosing a Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Filters for Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . 133
Creating a Quality by Interaction Recording Plan . . . . . . . . . . . . . . . . . . . 134
Quality by Time Interval Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Creating a Quality by Time Interval Recording Plan . . . . . . . . . . . . . . . . . 139
Selective Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Filters for Selective/Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . 143
Creating a Selective Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Creating a Negative Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Defining a Recording Period: Recurrence . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Locating Interactions According to Recording Schedules . . . . . . . . . . . . . 159
Scheduling How To’s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Contents 9
B
Verifying NiceScreen System 169
Test Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Setting up a Test Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Verifying the NiceScreen Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Verifying the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Running a Self-Test on the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . 171
Verifying the NICE ScreenAgent Installations . . . . . . . . . . . . . . . . . . . . . . 172
Verifying the NICE Interactions Center Connection . . . . . . . . . . . . . . . . . . 172
Verifying NiceScreen Recording and Playback . . . . . . . . . . . . . . . . . . . . . . 173
Verifying Basic Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Screen Recording and Playback in NICE Monitor . . . . . . . . . . . . . . . . . . . 173
Recording and Playing Back the Current Call’s Screens . . . . . . . . . . . 173
Recording and Playing Back the Next Call’s Screens . . . . . . . . . . . . . 175
Recording and Playing Back All Calls’ Screens . . . . . . . . . . . . . . . . . . 176
Screen Monitoring in Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Verifying Monitoring Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Verifying Monitoring Screens and Voice . . . . . . . . . . . . . . . . . . . . . . . 178
Verifying Monitoring While Recording . . . . . . . . . . . . . . . . . . . . . . . . . 179
24 Hour Test for Sites with Multiple NiceScreen Loggers . . . . . . . . . . . . . 180
Testing Screen and Voice Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
C
NiceScreen Troubleshooting Flow 181
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Isolating the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Contents 10
D
Enabling Display of NICE System Information in System
Administrator 205
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Verifying the System Administrator User . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Adding the System Administrator User to Computers not in an Active
Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . 220
Index 225
Contents 11
Contents
Introducing NiceScreen
NiceScreen enables you to record and play back screen activity synchronized with its
corresponding voice recording. While NiceLog Voice Recording System records your call,
NiceScreen can record your screen simultaneously. NiceScreen recording is initiated in the RCM
(Resource Manager Console) in the NICE Interactions Center. Monitoring of real-time screen
activity and playback of stored screen data is performed using the NICE Perform Applications
Suite. Screen data can be played back, saved as an .asf file, or sent in an email with its
corresponding voice data.
This guide provides system requirements, and installation and configuration procedures for
NiceScreen.
NiceScreen Components
NiceScreen is comprised of the following components:
• NiceScreen Logger
NiceScreen Logger operates as a service which runs continuously on a dedicated server,
managing screen captures received from NICE ScreenAgents. It can be installed on any
user-supplied machine that meets system requirements. Each NiceScreen Logger can record
up to 250 input channels and play back up to 50 recordings simultaneously. You can install at
your site as many NiceScreen Loggers as necessary; each NiceScreen Logger maintains its
own storage system. Using System Administrator, you can configure different Loggers to
record screens from different workstations. The recording is controlled by NICE Interactions
Center.
The NiceScreen Logger installation involves installing the NiceScreen Logger software and
setting up the NiceScreen Logger’s storage system. The NiceScreen Storage System is an
integral part of the NiceScreen Logger, which can hold up to 500 GB.
NOTE: Specific recording and playback capabilities are determined by your site
configuration.
• Media encryption
• Selective application recording - enabling you to select applications to exclude/include in
the screen recording
• Screen Agent Management System (SAMS)
SAMS is a reporting tool for NICE ScreenAgents installed at the site. It enables logs and
debug information to be sent from all NICE ScreenAgents at the site to one central server.
NiceScreen Architecture
Figure 1-1 shows an example of a NiceScreen site configuration.
Figure 1-1 NiceScreen Site Configuration
NiceScreen
NICE Loggers + single
Interactions NiceLog installation of SAMS
Agent workstations NMS Center Loggers
with NICE ScreenAgent Server
LAN
Install NMS
NOTE:
Refer to the Site Installation Workflow Guide for a detailed overview of the NICE Perform
site installation workflow.
Define NiceScreen
Components in NICE Perform
Define Screen
Recording Schedule
Your NiceScreen
installation is complete!
Related Publications
Technical Documentation
This chapter describes how to install and set up the NiceScreen Logger.
Contents
Install SAMS
Define NiceScreen
Logger in NICE Perform
3. Select Management and Monitoring Tools. This component adds the SNMP service and
SNMP Traps service.
4. Click the Details button. The Management and Monitoring Tools window appears.
Configure as follows (for all servers except the Storage Center server):
a. Select Local System Account.
b. Then select Allow service to interact with desktop .
8. In the Community Name field, enter public (in lower case letters).
9. Define the IP address of the NMS server where trap messages will be sent, as follows:
a. In the Trap Destinations area, click Add.
b. In the displayed window, enter the IP address of the NMS server and click Add. The IP
address appears in the Trap Destinations area.
Confirm that:
• The Send authentication trap checkbox is clear.
• In the Accepted community names area, public appears with Read Only privileges.
11. Add admin as a Community Name with Read-Write privileges, as follows:
a. In the Accepted community names area, click Add. The SNMP Service Configuration
window appears.
Figure 2-8 SNMP Service Configuration Window
12. Select Accept SNMP packets from any host . (Localhost appears in the list.)
13. In the SNMP Service Properties window, click Apply. Then click OK.
14. Restart the SNMP service.
IMPORTANT
Before installing NiceScreen Logger:
• Ensure that you have administrative privileges for the computer being used.
• You must stop SNMP service.
During the installation procedure, you will need to provide the following information:
• Logger ID - We recommend using the SO number that comes with your NiceLog Logger
package, unique to the Logger you are installing. This ID number will appear in the NICE
Administrator application and in all references to this NiceScreen Logger.
NOTE: If, for whatever reason, you do not use the SO number, the Logger ID must be
numeric, with no spaces or special characters, and is limited to nine (9) digits.
• Location and size of the NiceScreen storage system - During the installation procedure, you
select storage location and define up to 500 GB of storage. Each location can be either a file or
unformatted partition.
3. Click Next.
The Information window appears.
Figure 2-10 Information Window
4. Click Yes.
5. To accept the default path, click Next. If you want to change the folder in which you install the
NiceScreen Logger, click Browse, navigate to the desired folder, and click Next.
The General NiceScreen Logger Parameters window appears.
Figure 2-12 General NiceScreen Logger Parameters Window
Sample
values
NOTE: The Datasystem folder will contain the metadata - information about the
screen storage. The amount of space required for the metadata is dependent on the
amount of storage space you define. Roughly 1% of the allocated storage space is
necessary for its metadata.
8. To accept the default path, click Next. if you want to change the folder in which you install
NiceScreen Data System, click Browse, navigate to the desired folder, and click Next.
You can select to store your screen data in a file or as data in an unformatted partition on your
hard drive. When you store your screen data to an unformatted partition, storage is faster.
When you store your screen data in files, you can back up the data.
NOTE: The unformatted option appears when you have an unformatted drive under the
MML.
Click Next.
The Specify Absolute Path for the Storage File The Specify Unformatted Partition for Storage
window appears. window appears.
NiceScreen enables you to define one or When you select to store your screen data in
multiple storage files, according to your unformatted partitions, the NiceScreen
needs. Installation procedure knows which drive is
Before you continue, you need to know: unformatted and displays this drive
information in the Drive and Size fields.
• How much remaining storage space you
Note: If your computer has more than one
have on the disk.
unformatted drive, you will need to perform
• How many files you will want to create. this procedure for each drive.
To specify the path for the storage file, enter To specify an unformatted partition for
the absolute Path and Size of the storage file storage, keep the default Drive and Size, and
and click Next. click Next.
A confirm message appears asking if you would like to add more storage to the Logger.
Figure 2-16 Confirm Message
• If you completed defining the Logger’s storage space, click No and proceed to Step 10.
• If you want to define additional space for storage, click Yes. The Specify Storage Type
window (Figure 2-15 on page 34) appears once again. Repeat Step 9 until you complete
defining all storage space.
10. Review your configuration settings. To change settings, click Back and redefine settings. To
confirm settings, click Next.
The NiceScreen Logger Setup - InstallShield Wizard Complete window appears.
Figure 2-18 NiceScreen Logger Setup - InstallShield Wizard Complete Window
11. Select Start the Logger Service now, and click Finish.
Your NiceScreen Logger is now installed and running.
An icon is displayed in the computer’s tray, indicating that the NiceScreen Logger service
is active. When you point your cursor on the icon in the tray, a tooltip displays information
about NiceScreen Logger. When you click on the icon, status details are displayed.
See Figure 2-19 below.
NOTE: If for any reason the computer on which NiceScreen Logger is installed, stops
operating, the NiceScreen Logger service will automatically start again when the
computer restarts.
Figure 2-19 NiceScreen Logger Status Details (Example)
Currently Active Output Channels Number of channels actively playing back recorded
screens.
Auto Deletion High Threshold Auto Deletion begins when the percentage of recorded
files is higher than this percentage value.
Auto Deletion Low Threshold Auto Deletion stops when the percentage of recorded
files is lower than this percentage value.
Peak Recording Bandwidth Bandwidth peak of recorded screen data since the
NiceScreen Logger was started last.
Current Output Bandwidth Bandwidth currently used by screen data traffic which
is currently played back.
Peak Output Bandwidth Bandwidth peak of screen data which is played back
since the NiceScreen Logger was started last.
3. Click Next.
The License Agreement window appears.
4. Click Yes.
The Destination Folder window appears.
Figure 2-22 Destination Folder Window
5. Click Next.
The Setup Approve window appears.
6. Click Next.
The Setup Complete window appears.
Figure 2-24 Setup Complete Window
Decimal
Severity Bit Description
Value
• ..................... 11 Reserved.
To modify the bitmap value you must decide which severities to include, and then sum their
decimal values.
For example: DEBUG + INFO: 4 + 8 = 12
Standard Combinations
Installing SAMS
This section describes the procedure for installing SAMS. Once installed, SAMS automatically
starts running and will report system health of all NICE ScreenAgents and VRAs installed at the
site.
NOTE:
• It is best to install SAMS:
• On one of the NiceScreen Loggers at the site. If no NiceScreen Logger is
installed at the site, install SAMS on the same machine running NICE
Interactions Center.
• Prior to installing NICE ScreenAgents and VRAs.
• Do not install SAMS on the same machine as the VoIP Logger since both
applications are configured, by default, to use the same TCP Port number.
If you must install SAMS on the machine running the VoIP Logger, the SAMS TCP
port must be changed to a port that is not in use by other applications. Ask your
System Administrator for a list of free ports.
After updating the SAMS TCP port, the NICE ScreenAgents must be updated
accordingly.
To install SAMS:
1. In the machine running the NiceScreen Logger, insert the NICE Perform Enhanced SW
components DVD in the drive and navigate to the following location:
...\809A0150-61 - Capture Platform NICE Perform Release 3 Logger
9.06.04.28 SP4\Screen Agent Management System (SAMS)
9.10.02.08\Release
2. Double-click setup.exe.
3. Click Next.
The Select Installation Folder window appears.
Figure 2-26 Select Installation Folder Window
4. To accept the default path, click Next. If you want to change the folder, click Browse,
navigate to the desired folder, and click Next.
Chapter 2: Installing the NiceScreen Logger 45
5. Click Next.
A progress bar is displayed. Then the Installation Complete window appears.
Figure 2-28 Installation Complete Window
6. Click Close.
NOTE:
• The SAMS icon only appears in the tray when SAMS is actively running.
• SAMS can also be started and stopped via Windows Services - Start > Settings
> Control Panel > Administrative Tools > Services.
NICE ScreenAgent must be installed on all workstations whose screens are to be recorded, and
runs silently without user interaction. It can be installed on individual workstations or, in a thin
client environment, on a terminal server.
WARNING
Before installing NICE ScreenAgent for NICE Perform Release 3.1, you must uninstall any
NICE ScreenAgent installations from NICE Perform Release II and below.
Contents
Prepare machines
for NICE ScreenAgents
See Windows Vista: Configuring the Create Global Objects Privilege on page 162.
• DirectDraw Scraper capture method : Although Windows Vista supports the DirectDraw
Scraper capture method, when DirectDraw Scraper is used, Windows Vista disables the
Desktop Composition feature (Aero Glass).
• GDI Scraper capture method: Windows Vista fully supports the GDI Scraper capture
method. When GDI Scraper is used, the Desktop Composition feature (Aero Glass) remains
enabled.
NOTE:
• Specific URLs cannot be defined to be excluded from recording.
• URL capture: Microsoft Internet Explorer Versions 6 and 7 only are supported.
• The Selective Application Recording feature is supported by the Scraper capture
method only.
Screen saved
in color
Screen saved
in grayscale
Data Encryption
Screen data can be encrypted after it is captured and recorded via ScreenAgent. To support screen
data encryption, both NICE Perform and the ScreenAgent must be configured for encryption.
To support encryption in the ScreenAgent environment, you must install the following
components on each workstation:
• .NET 2.0
• A certificate authorizing the workstation to connect to the KSM Server
NOTE: Prior to installing NICE ScreenAgent, ensure that these components are
installed.
Registration Methods
IMPORTANT
• We recommend using the Unique Agent UserName as your registration method.
• Use Extension ID or Agent ID only if your site does not support unique Windows login.
• Ext/AgentId registration is not supported in a Citrix/Terminal Server environment.
Each time you add a new agent to NICE Perform, you must define the way in which this agent will
be identified. The way in which an agent is identified is called the registration method. During the
NICE ScreenAgent installation procedure, you must define the registration method used at your
site. NICE Perform offers the three following registration methods for identifying agents:
• Unique Agent UserName - the agent is identified by his or her Windows login ID (Windows
username). To use this method, the agent must have a unique Windows username.
This method must be used in the following environments:
• Branch site environment. See Branch Site Support on page 60.
• Terminal server environment. See Installing NICE ScreenAgent on a Terminal Server
on page 87.
• Extension ID - the agent is identified by his or her telephone extension. You can assign up to
eight (8) telephone extensions, each with a different switch ID, for each NICE ScreenAgent
installation.
• Agent ID - the agent is identified by an agent ID permanently assigned to his or her current
workstation.
For instructions on defining agents, see the Users Administrator Guide:Which Agent Identification
Should I Use.
PBX #2
NICE Interactions Center #2
NICE
ScreenAgent
Agent
Location #1 Location #2
PBX PBX
1 1
2 2
Data Center
3
NICE
ScreenAgent
1 The agent logs in to his or her phone. The agent is now registered at the local PBX.
2 The agent logs in to the thin client. The thin client opens a session with the Terminal
Server/Citrix server.
1
1
2 Sally Tom 2
3 3
Data Center
The agent is dynamically assigned a Terminal Server. A script, running on the Terminal Server,
derives the NICE Interactions Center IP Address/Host name at agent login. Since the location from
which the session is initiated is known, the NICE ScreenAgent is configured to register to only one
NICE Interactions Center.
1 Sally logs in to her phone. Sally is now registered at the local PBX.
2 • Sally logs in to the thin client. The thin client opens a session dynamically assigning
Terminal Server/Citrix server A.
• At login, the client script runs, deriving the IP Address/Host name of the NICE
Interactions Center of Sally’s geographical location and passes it on to the
ScreenAgent process.
• Sally from boston.com is identified with the Boston NICE Interactions Center.
• Tom logs in to the thin client. The thin client opens a session dynamically assigning
Terminal Server/Citrix server C.
• At login, the client script runs, deriving the IP Address/Host name of the NICE
Interactions Center of Tom’s geographical location and passes it on to the
ScreenAgent process.
• Tom from losangeles.com is identified with the Los Angeles NICE Interactions
Center.
3 The ScreenAgent process initializes, using the correct IP Address/Host name of the NICE
Interactions Center.
NAT/PAT
Secondary Branch: Boston
Sally John
172.20.0.1 172.20.0.2
Primary Branch
NICE
Interaction NiceScreen Applications
Center Logger server
Sally John
172.20.0.1 172.20.0.2
EXAMPLE:
Your site includes two secondary branches: Boston and Miami.
Before you install the NICE ScreenAgents at your Boston branch, you open the agent.cfg file and
define boston as your IdentificationString value. You install NICE ScreenAgents using this
agent.cfg file.
Before you install the NICE ScreenAgents at your Miami branch, you open the agent.cfg file and
define miami as your IdentificationString value. You install NICE ScreenAgents using this
agent.cfg file.
See the last step in Creating a Master Setup Kit on page 64.
• Users Administrator
In Users Administrator, you must define the Agent identification for screen recording
value for each agent whose screens you will need to record. The Agent identification for
screen recording value associates each agent with a unique branch.
See Defining NiceScreen in NICE Perform on page 110.
• System Administrator: CLS Definitions > Channel Mapping > Sources Definition
In the CLS Channel Mapping Sources Definition list, you must define each agent’s IP address
with an associated Identification String value. Defining an Identification String value for each
agent’s IP address ensures that each IP address is uniquely identified with one branch only.
IMPORTANT
The branch identification for a given branch must be identical in all three locations -
agent.cfg file, Users Administrator, System Administrator.
Example: To represent your Boston secondary branch, you define boston in the three following
locations:
• agent.cfg file - the Identification String value
• Users Administrator - the Agent identification for screen recording value, defined for all
agents that log into this branch
• System Administrator - the Identification String value, for all IP addresses for NICE
ScreenAgents
NOTE:
• If a Master Setup Kit is missing parameter values, a silent Installation will fail.
• When you need to install NICE ScreenAgent in different Windows environments, a
unique Master Setup Kit may be needed for each environment.
• In the branch site environment, you must create a Master Setup Kit for each branch
at the site.
• When your site requires multiple Master Setup Kits, each agent.cfg file must be
saved in a separate installation folder.
• Certain site configurations may require additional customization to attain maximum
performance.
• By default, the NICE ScreenAgent installation will overwrite your workstation
wallpaper settings. To enable your workstations to retain their custom wallpaper
definitions, you must configure the EnableWallPaper configuration data parameter
in the agent.cfg file to 1 (Enable).
IMPORTANT
Before performing this procedure, ensure that you have at least 10 MB of free disk space.
1. Insert the NICE Perform Standard SW components DVD in a drive on your site network
and navigate to ...\809A1981-05 - Client Side Applications NICE Perform Release 3.1.
2. Copy the Screen Agent 9.10.03.18 folder to a convenient location on the network.
3. Navigate to ...\Screen Agent 9.10.03.18\SAConfigurationWizard and double-click
SAConfigurationWizard.exe.
The NICE ScreenAgent Configuration Wizard starts. The Interaction Center and SAMS
Network Addresses window appears.
Figure 3-6 NICE ScreenAgent Configuration Wizard Welcome Screen
5. Click Next.
The System Type window appears.
Figure 3-7 System Type Window
6. Select the type of system on which you will install NICE ScreenAgent.
NOTE: For a Citrix terminal server, specify the Citrix connection type that will be used
in the server.
NOTE: When using Reduction To Grayscale, only the Scraper capture method is
available.
Listed processes
area
9. To enable Selective Application recording, continue with Step 10, otherwise continue with
Step 11 on page 70.
10. (Optional) Select Enable Selective Application Recording and define filter options as
described below.
NOTE:
• You can define application processes to be either captured or excluded from
capture. However, URL addresses can only be defined to be captured; they cannot
be defined to be excluded from capture.
• Prior to defining URL addresses to be captured, a browser process must be defined.
• URL capture: Microsoft Internet Explorer Versions 6 and 7 only are supported.
• Click and browse to the application process you need to capture. Select the
process and click .
The application process appears in the listed processes area.
c. To define another application, repeat Step b of this procedure. You can specify up to five
(5) applications to capture or exclude from capture.
To specify URLs to capture:
a. Select Record the following.
b. To select the application process, enter the name of the application process of your
browser in the Processes text field.
c. Click .
The browser process appears in the listed processes area. The URL Addresses text fields
become active.
d. In a URL Addresses text field, enter a URL address.
The URL appears in the listed processes area.
e. To define another URL address to record, repeat Step b to Step d of this procedure. You
can specify up to five (5) URL addresses to capture.
EXAMPLE:
1. In the Processes text field, you type iexplore.exe. The URL Addresses text fields become
active.
2. In one of the URL Addresses text fields, you type http://www.nice.com. When screen recording
is active and http://www.nice.com is displayed on the screen, NICE ScreenAgent will record this
window.
NOTE:
• The default capture method is Hooking.
• Terminal Server/Citrix environment: The DirectDraw Scraper or GDI Scraper
capture method must be selected.
• Windows Vista environment: For guidelines on which capture method to select, see
the NiceScreen Installation Guide > ScreenAgent Capture Method Behavior in the
Windows Vista Environment.
• Reduction to Grayscale: The DirectDraw Scraper or GDI Scraper capture method
must be selected.
• Selective Application Recording: The DirectDraw Scraper or GDI Scraper capture
method must be selected.
14. To configure your site for media encryption, continue with Step 15, otherwise, continue with
Step 16.
15. (Optional) Do the following:
a. Select Encrypt the captured data.
b. Enter the System Administrator’s network address.
16. Click Next.
The Perform Silent Installation window appears.
17. To install NICE ScreenAgent via the Silent Installation method using the Unique Agent
Username for your registration method, select Perform silent installation with unique
agent username.
18. Click Next.
The Configuration File Description window appears.
19. In the Configuration file description field, enter a short description for your Master Setup
Kit.
20. Click Browse and navigate to the installation folder. Click Next.
The Configuration summary window appears.
NOTE: This following procedure applies to multiple branches. If your site is comprised
of one branch only, your Master Setup Kit is complete; skip this step.
IdentificationString value
c. Define an IdentificationString value for the secondary branch for which you will be
installing NICE ScreenAgent.
d. Save and close the file.
e. Repeat Step a to Step b of this procedure for each secondary branch at your site, saving
each agent.cfg file in a separate installation folder.
23. Proceed to installing NICE ScreenAgent. Select one of the following methods:
• NICE ScreenAgent Basic (Interactive) Installation on page 77
-or-
• NICE ScreenAgent Silent Installation on page 94
NOTE:
• Before installing NICE ScreenAgent, ensure that you have Administrator privileges
to the workstation(s) on which NICE ScreenAgent will be installed.
• Before you perform this procedure, make sure to create and save the Master Setup
Kit in the folder containing the NICE ScreenAgent installation.
During Master Setup Kit creation, you customize and save the following files:
• agent.cfg
• CaptureRuleConfig.xml (Selective Application Recording only)
3. Click Next.
The Choose Destination Location window appears.
Figure 3-17 Choose Destination Location Window
4. Accept the default path or click Browse to change the default location. Click Next.
The NICE ScreenAgent Setup program reads the Master Setup Kit (agent.cfg file) and
displays the NICE Interaction Center IP addresses or host names in the Interaction Center List
window.
NOTE: Every agent does not necessarily need to point to every NICE Interaction
Center associated with the site. The IP addresses of the NICE Interaction Centers
need to be defined according to the needs of your site configuration.
5. Verify that the network addresses or host names are correct and click Next.
The SAMS (Screen Agent Management System) Server Information window appears
displaying the SAMS Server IP address or host name that was predefined in the Master Setup
Kit (agent.cfg file).
Figure 3-19 SAMS Server Information Screen
6. Verify that the IP address or host name of SAMS is correct and click Next.
The Registration Method window appears.
Figure 3-20 Registration Method Window
NOTE:
• In the branch site environment, you must choose Unique Agent UserName as your
registration method.
NOTE: If you marked Use Agent ID instead of Extension in the Extension, AgentId
Info window, similar windows to the above are displayed, with Agent ID fields replacing
the Extension ID fields.
c. Click Next.
The Color Reduction to Grayscale window appears. Proceed to Step 9.
Figure 3-24 Color Reduction to Grayscale Window
Color Reduction to Grayscale captures screens using a grayscale. Using a grayscale, instead of
a color scale, significantly reduces the size of the captured data, improves data rate and lowers
CPU usage.
NOTE: Color Reduction to Grayscale requires using the Scraper capture method.
When you select Color Reduction to Grayscale, the capture method automatically
changes to Scraper.
10. Click Next.
The Data Encryption window appears. When previously predefined during Master Setup Kit
(agent.cfg file) creation, the System Administrator’s network address is displayed.
Figure 3-25 Data Encryption Window
11. (Optional) To enable your site to work with encrypted data, select Encrypt the captured
data. Type the System Administrator network address. Click Next.
The Review Settings window appears.
13. Select Yes, I want to restart my computer now and click Finish.
NOTE: If you select No, I will restart my computer later, NICE ScreenAgent will
not start until the next time you restart the workstation.
IMPORTANT
• Before you perform this procedure, make sure to create and save the Master Setup Kit (the
customized agent.cfg file) in the folder containing the NICE ScreenAgent installation. See
Creating a Master Setup Kit on page 64.
• To install NICE ScreenAgent on an agent workstation, follow instructions described in
Installing NICE ScreenAgent on an Agent Workstation on page 77.
• In the terminal server environment, you must use the Unique Agent UserName as the Agent
Registration method. See Registration Methods on page 55.
3. Click Next.
The Choose Destination Location window appears. The Destination Folder area displays the
default location where the application files will be copied.
5. Verify that the IP addresses or host names of the NICE Interactions Centers are correct, and
click Next.
The SAMS (Screen Agent Management System) Server Information window appears
displaying the SAMS Server IP address or host name that was predefined in the Master Setup
Kit (agent.cfg file).
Figure 3-31 Terminal Server - SAMS Server Information Window
6. Verify that the IP address or host name of the SAMS Server is correct, and click Next.
The Terminal Server Installation Wizard detects your terminal server type.
• If you are installing NICE ScreenAgent on a Citrix server, Figure 3-32 appears. Proceed
to Step 7 on page 90.
• If you are installing NICE ScreenAgent on all other terminal servers, Figure 3-33 appears.
Proceed to Step 9 on page 91.
8. Click Next.
The Color Reduction to Grayscale window appears.
NOTE: Color Reduction to Grayscale requires using the Scraper capture method.
When you select Color Reduction to Grayscale, the capture method automatically
changes to Scraper.
11. (Optional) To enable your site to work with encrypted data, do the following:
a. Select Encrypt the captured data.
b. Enter the System Administrator network address.
c. Click Next.
The Review Settings window appears.
Figure 3-35 Terminal Server - Review Settings Window
• The Registration Method - the method that ScreenAgent uses to register each agent in
the NICE Interaction Center. You need to choose between Unique Agent User Name,
Extension, or Agent ID, depending on the way in which the agent is defined at the site.
NOTE: The NICE ScreenAgent installation requires separate Master Setup Kits for
installing NICE ScreenAgent on agent workstations and terminal servers.
NOTE: Restart is not required after installing NICE ScreenAgent on a terminal server.
TIP: The way in which an agent is identified is called the Registration Method.
TIP: -NICE_SHUT can be added to the command line running the Silent Installation.
EXAMPLE:
H:\ScreenAgent\Master\Disk1\Setup.exe -NICE_SHUT
NOTE: Terminal Servers must use the Unique Agent Username Registration Method.
To perform the Silent Installation for the Unique Agent Username Registration Method:
1. Type the following command line:
Setup.exe
EXAMPLE:
H:\ScreenAgent\Master\Disk1\Setup.exe
2. For Windows 2000, XP, or Vista, restart all agent workstations using this script:
-NICE_SHUT
NOTE: The installation program searches for the required information in the
sequence given below. If it is not found, the Extension/Agent ID window appears on
all Agent workstations and the installation fails.
2. Save the file as Ext.cfg in the same folder as the NICE ScreenAgent Setup.exe file.
NOTE: Extension IDs and Agent IDs must be saved in separate files.
NOTE: Make sure to include the complete path to your Master Setup Kit, for example,
H:\ScreenAgent\Master\Disk1\Setup.exe
4. For Windows 2000, XP, or Vista, restart all agent workstations as follows:
-NICE_SHUT
EXAMPLE:
Assume that a contact center has three workstations, named WS_1, WS_2, and WS_3. Their
extensions are 1201, 1207, and 1209 respectively. All use SwitchId 1.
The Ext.cfg file will look like this:
[Association]
WS_1=E1201,S1
WS_2=E1207,S1
WS_3=E1209,S1
WARNING
Editing values directly in the registry can cause your system to malfunction and should
only be done by qualified personnel.
NOTE: Changing values directly in the registry will not change the values in your
Master Setup Kit.
NOTE: The tables in this section list all possible parameters. Your actual files may
vary depending upon site configuration.
AuthenticationKeySize Key size used for authentication. Possible values = 128, 192, 256
Default value = 128
DebugPath The path that the ScreenAgent Windows 2000, Windows XP,
Windows 2003 Server - C:\Documents
application uses to store the log file.
and Settings\All Users\Application
This parameter is effective only Data\Nice\Screen
when EnableLogFile=1. Agent\COMMON_APPDATA
Windows Vista -
C:\ProgramData\Nice\Screen
Agent\COMMON_APPDATA
EncryptionKeySize Controls the key size used for Possible values = 128, 192, 256
encryption. Default = 256
LogFileSize Size of each file (in MB) that is created 1 MB - Minimum (default)
by the ScreenAgent application to store See NumOfLogFiles below.
debug messages.
Note: Ensure that C: drive has
NOTE: This parameter is only enough available space to store
effective when EnableLogFile=1. the defined log files.
ThreadPriority Sets the thread priority for the Scraper 0 - Below normal
capture method. 1 - Normal (default)
2 - High
The following five parameters exist only for NICE ScreenAgent installed on agent
workstations (NOT for Terminal Servers):
The following parameter is only for NICE ScreenAgent installed on a Terminal Server. It is
present in the agent.cfg file but not in the Registry.
The following parameter appears only in the Registry and only after installation. It is not
present in the agent.cfg file.
AgentID1 The Agent ID that identifies the agent sitting in a specific None
. location. You can define up to 8 AgentIDs. A corresponding
Switch must be defined for each AgentID.
.
NOTE When you define AgentID, you cannot define
.
telephone extension numbers.
AgentID8
Ext1 The extension number of the telephone associated with this None
. computer. You can define up to 8 extensions. A
corresponding Switch must be defined for each Extension.
.
NOTE When you define telephone extension numbers,
.
you cannot define AgentID.
Ext8
Switch1 The SwitchID of the PABX switch to which the AgentID or None
. telephone extension is connected.
. NOTE A corresponding SwitchID must be defined for
each Agent ID or telephone extension.
.
Switch 8
IMPORTANT
You can uninstall NICE ScreenAgent silently by using the NICE ScreenAgent Uninstall program
and your deployment application.
To enable NiceScreen to be fully integrated with NICE Perform, all NiceScreen components must
be defined. This chapter describes how to define NiceScreen components in NICE Perform.
NOTE: Before you perform the procedures in this section, ensure that:
• NICE Perform is installed at the site.
See Applications Suite Installation Guide.
• NICE Interactions Center (CLS) and a CTI interface (switch) are defined in the
System Administrator.
See System Administrator’s Guide.
Contents
IMPORTANT
• The Agent identification for screen recording value represents the branch at which the
agent logs in. This ensures that each agent is uniquely identified, even when several agents
have the same name.
Ensure that:
• You define the correct branch for each agent’s Agent identification for screen
recording value.
• Each Agent identification for screen recording value defined in Users Administrator
is identical to the Identification String value defined in the Master Setup Kit (agent.cfg
file).
• If your site does not have branches, the Agent identification for screen recording value
must be left blank.
EXAMPLE:
Two agents defined at this site are called Sally Brown. One agent called Sally Brown is located
in Boston. The other agent called Sally Brown is located in Miami. The Agent identification for
screen recording value for Sally Brown in Boston is defined as boston.The Agent identification
for screen recording value for Sally Brown in Miami is defined as miami.
Each Sally Brown will be uniquely identified in this NiceScreen branch site environment.
To add or edit components in the System Administrator, you must work in Technician Mode.
2. From the Settings menu, select Technician Mode.
Figure 4-2 Technician Mode
NOTE: After you complete defining NiceScreen Logger in System Administrator, if your
site is configured for selective recording, you must define a recording schedule in Rules
Manager.
See Scheduler Rules on page 129. Or, for more comprehensive information about
Rules Manager, see Rules Manager Guide.
• If your license key is on a file, click From File. The Licenses window appears.
In the License Key list, locate and double-click your license key. The NiceScreen Logger
Server License window reappears with the relevant serial number and license key. Click
OK.
-or-
• If your license key is not on file, type the Serial Number and License Key for the
NiceScreen Server and click OK.
The Define Screen Logger Server window appears.
Figure 4-5 Define Screen Logger Server Window
Server Name Use a descriptive name. This name appears as the Logger name in the
Organization tree and is used for identifying the Screen Logger elsewhere in
the System Administrator.
Host Name/IP Type the computer name or IP address of the Screen Logger.
Address
Port The port on the switch to which the Screen Logger is connected. The default
port is automatically displayed. If you know that this port is already in use,
you can change the port.
6. You can change the log report level to receive more detailed reports:
a. Click the Global tab. The Log Configuration appears.
Figure 4-7 Log Configuration
b. From the Report Mode menu, select Normal Mode or Verbose Mode.
Report Mode controls logging severity. Verbose Mode will generate logs in greater detail.
7. Click Save .
8. Add the new Screen Logger to the NICE Interactions Center (CLS) definition:
a. In the Organization tree, expand CLS Definitions > CLS Servers and select a CLS
server.
b. Click the Loggers tab. The newly defined NiceScreen Logger is listed under Available
Loggers.
c. Select the Logger and click . Your NiceScreen Logger is now listed as an Attached
Logger.
d. Click Save .
9. Add the new Screen Logger to the NMS monitored list:
a. In the Organization tree, expand Network Management System and select an NMS.
Click the Monitored Server tab.
b. Select the Associated Resource running NiceScreen Logger, select Monitor Server and
click Save .
10. Proceed to Confirming the Channels Definition List on page 116.
To confirm that the NiceScreen Logger appears in the Channels Definition list:
1. Verify that you completed Defining the NiceScreen Logger on page 113.
2. In the Organization tree, expand your Master Site and navigate to CLS Definitions >
Channel Mapping > 1. Channels Definitions .
The Loggers that are attached to one CLS only are listed. Channels that are configured as input
channels in the Channels tab of the Logger definition are displayed and can be mapped.
3. Verify that the newly defined NiceScreen Logger appears in the list of Loggers.
NOTE: The Agent Identification value must be identical to the Agent identification for
screen recording value defined in Users Administrator, and the Identification String
value defined in the Master Setup Kit in NICE ScreenAgent (the agent.cfg file).
7. Click OK.
8. The NICE ScreenAgent you defined appears in Sources Definition list.
Figure 4-11 Sources Definition List
9. Click Save.
4. Click Next.
Figure 4-13 Create Sources Wizard - Source Type Selection Window
EXAMPLE:
Your agent workstation IP addresses are defined in a sequential series between 172.21.17.105
and 172.21.17.154. You define the First IP field as shown above.
• Agent Identification (branch site configuration only) - Type a value that represents the
branch at which these NICE ScreenAgents are installed.
NOTE:
• In the terminal server environment, define the First Port value as 3020.
• The Agent Identification value must be identical to the Agent identification for
screen recording value defined in Users Administrator, and the Identification String
value defined in the Master Setup Kit in NICE ScreenAgent (the agent.cfg file).
7. Click Next.
The Amount of IP Addresses Ports window appears.
• Ports Amount - Type the number of ports used by the NICE ScreenAgents.
NOTE:
• If you are defining NICE ScreenAgents for the terminal server environment, define
these values as shown here:
• Number of sources - Type 1.
• Ports Amount - Type the number of NICE ScreenAgents installed at the site.
• If you are defining one source only (one NICE ScreenAgent), use the Add new
source option. .
9. Click Next. The Summary window appears.
EXAMPLE:
First IP: 172.20.0.2
First Port: 2102
Agent Identification: miami
IP address 172.20.0.2 is associated with the secondary branch site miami.
Number of Sources: 10
Ports Amount: 1
IP address associated
with an Identification String
Sources definition area
7. Select a Logger ID and click . All of the NiceScreen Logger’s channels appear in the
Channels area.
Figure 4-20 Channels Pool - NiceScreen Logger Channels
8. Click Save .
2. In the Organization tree, select CLS Definitions > Channel Mapping > 4. Dynamic
Mapping. Click the Sources Pools tab.
Figure 4-21 Dynamic Mapping - Sources Pools Tab
7. In the Sources area, click Add sources to the pool . The Add Sources to Pool window
appears.
Figure 4-24 Add Sources to Pool Window
8. From the Physical Switch ID drop-down menu, select a switch ID. Then select all the IP
addresses that correspond to the NICE ScreenAgents you need to include in the pool.
IMPORTANT
The pool must include all IP addresses of all the agents whose screens need to be recorded.
10. Proceed to Attaching the Channels to the Sources Pools on page 127.
2. In the Organization tree, select CLS Definitions > Channel Mapping > 4. Dynamic
Mapping. Click the Attach/Detach tab.
3. Select the CLS ID on which the pools are defined. The pools appear in the lists of Unmapped
Pools.
Figure 4-25 Attach/Detach Tab
To view the details of both pools, select the Channels/Sources Pool combination and click
Details. The Pools Details window appears. Click the Channels or Sources tab to view details.
6. Click Save .
The Mapping Details window appears.
Figure 4-27 Mapping Details Window
EXAMPLE:
Create a Scheduler rule to record the voice portion only of all interactions on line 4444 that
occurred on Sunday for the New Accounts group.
IMPORTANT
• Rules that are deleted cannot be reactivated, edited, or viewed.
Contents
Scheduler Overview
IMPORTANT
All recording schedules run according to the local time where they were defined.
EXAMPLE:
The clock at location A, where you are creating a schedule, is defined as GMT 0. You define a
schedule to run from 9:00 - 10:00 a.m. The schedule is running at location B, whose time is
GMT +1. At location B, recording will be between 10:00 - 11:00 a.m. (this is actually
9:00 - 10:00 a.m. at the location where it was defined).
Scheduler rules are used to initiate the recording of interactions. You can set up recording
schedules according to any information that is available before the interaction begins, such as,
direction (incoming, outgoing, or internal), the number dialed to reach the contact center, the time
of the interaction, and more.
Interactions recorded as a result of a Quality recording plan are tagged as QM for evaluation.
Each recording schedule can be set up to select interactions for recording according to the
following criteria:
• Interactions handled by all or by specific agents or groups. (Filter criteria)
• The direction of the interaction or how it entered the contact center. (Filter criteria)
• Time scope and weekly schedule during which the interactions occur. (Recurrence and
Sampling criteria)
• The number or percentage of interactions to be recorded during the scheduled times.
(Sampling criteria)
EXAMPLE:
Create a recording schedule to record all incoming interactions handled by the New Accounts
group from a specific contact center number on Saturdays and Sundays.
As an interaction is recorded, a tag is added to the interaction record identifying which recording
schedule(s) initiated the recording. Using NICE Perform applications, you can search for
interactions according to the schedule(s) that initiated their recording.
The types of recording plans you can create depends on you site configuration. Sites are
configured either for Quality or for Selective recording.
Quality recording plans record interactions according to the schedules and criteria you define.
These recordings are marked as QM for evaluation.
Selective recording plans record interactions that match the filter criteria that you define.
Additionally, Negative recording plans allow you to exclude interactions that would otherwise be
recorded by a different recording plan. Negative recording plans take precedence over other
recording plans.
A Total Recording environment is a different type of environment where all interactions are
recorded. In this environment, use Scheduler rules to:
• Select interactions for evaluation in the Business Analyzer; Interactions recorded using a
Quality recording plan are marked as QM for evaluation.
• Exclude selected interactions; Create a Negative schedule. For example, exclude all inbound
interactions before 7 a.m.
Recording
When to use it Continue with...
Plan
EXAMPLE:
Record all interactions to and from the New Accounts group.
NOTE: In Recurrence, you define the total time period during which recording takes
place. In Sampling, you define how to break up this time period; as one cycle or
many timeframes.
For details and examples, see Defining a Recording Period: Recurrence
on page 156.
Dialed In
The contact center’s number that was dialed by the caller (DNIS). A contact center can have more
than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and
18001234555.
Phone Number
The caller’s phone number (ANI). This field is available only from specific switches.
VDN
The internal path (direction) by which the interaction is routed after it enters the contact center.
This field is available only from specific switches. Use this to filter incoming interactions.
Segment Switch ID
Participant Department
Trunk Label
Switch information that identifies the trunk through which the call was routed.
Segment Type ID
0 = Unknown 8 = Chat
2 = CTI 32 = Block
3 = TRS 64 = Vox
Device Type ID
0 = Unknown 3 = Microphone
1 = Handset 4 = Reinjection
2 = Speaker
New
5. Select Quality Recording Plan and Interaction, then click OK. The rule details for a QM
Recording Plan by Interaction appears.
Figure 5-3 Rule Details for a QM Recording Plan by Interaction
IMPORTANT
A rule must both be within its Lifetime and Active to run.
7. In the Recurrence area, define a recording period (this is a required field). Click Edit.
8. In the Recording Parameters area, define the type of media to record. Click Edit.
TIP: For Screen recordings, you can specify Screen wrap-up. This causes the screen
recording to continue past the end of the interaction.
This extra time period often shows the agent processing the information received from
the caller during the interaction, after the interaction with the caller was terminated. If the
agent receives another interaction during this time, the screen activity in the wrap-up
time is stopped.
EXAMPLE:
The filter criteria are set to record only Agent Tom’s calls. You select Record all segments
following a matched segment. Agent Tom receives a call and transfers the call to Agent Sue.
Both segments of the call are recorded. (Agent Tom’s segment and Agent Sue’s segment.)
The same call is received by Agent Tom and transferred to Agent Sue. This time, you select
Record Segments that match filter. Only Agent Tom’s segment is recorded.
Only those fields for which you have query privileges appear.
For a description of filter options, see Filters for Quality by Interaction Recording Plans
on page 133.
For instructions on how to use the filter, see Filtering Interactions: Selecting Interactions
for Rules on page 112.
10. In the Sampling area, define how many interactions, for each agent defined in the filter, are
recorded during each recording period. Click Edit.
a. Select a Sampling Method. For descriptions, see Cycle vs. Timeframe on page 156.
Percentage is a random selection of interactions for the period defined in Recurrence.
b. Define Sampling Details. Indicate the number of interactions to be recorded per
timeframe, cycle, or according to percentage.
c. To record consecutive interactions, select Record consecutively. (This option is not
available for percentage sampling.)
EXAMPLE:
You want to record 5 interactions during each timeframe. It is not important when the first
interaction occurs, however you want to record the 4 interactions that occur immediately
following it. This allows you to determine the agent’s immediate actions after an interaction.
Select Randomly per timeframe, enter Record 5 Interactions, and select Record consecutively.
EXAMPLE:
Record all screen activity between 6:00 a.m. and 8:00 a.m.
• Filter - Which interactions to select for recording according to agents and/or groups. At least
one agent or group is required. You can only select agents/groups/fields for which you have
query privileges.
• Sampling - The length of each interval and how many intervals are recorded during each
Recurrence period. Also, whether to consider the recurrence period as one cycle or many
timeframes. This field contains a default value - 10 interactions per agent for each timeframe.
NOTE: In Recurrence, you define the total time period during which recording takes
place. In Sampling, you define how to break up this time period; as one cycle or
many timeframes.
For details and examples, see Defining a Recording Period: Recurrence
on page 156.
New
3. Select Quality Recording Plan and Time Interval. Then click OK.
The rule details for a QM Recording Plan by Time Interval appear.
NOTE: A rule must both be within its Lifetime and Active to run.
5. In the Recurrence area, define a recording period (this is a required field). Click Edit.
Only those fields for which you have query privileges appear.
For instructions on how to use the filter, see Filtering Interactions: Selecting Interactions
for Rules on page 112.
NOTE: Quality by Time Interval recording plans can only be filtered according to agents
or groups. The filter must include at least one agent or group.
8. In the Sampling area, define how many intervals are recorded during each recording period.
Click Edit.
a. Select a Sampling Method. For descriptions, see Cycle vs. Timeframe on page 156.
(Activity Time is the complete Lifetime of the rule as defined in the General area. See
Step 4.)
b. Define Sampling Details. Indicate the length and number of intervals to be recorded per
period.
EXAMPLE:
Recording 10 intervals of 5 minutes each will result in a total of 50 minutes recorded per agent.
The time periods selected to start recording are dispersed throughout the predefined recording
period (timeframe, cycle, or activity time).
EXAMPLE:
Record all interactions between 5:00 p.m. and midnight.
NOTE: Recording Parameters are not defined. Selective Recording records only
voice recordings.
Dialed In
The contact center’s number that was dialed by the caller (DNIS). A contact center can have more
than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and
18001234555.
Phone Number
The caller’s phone number (ANI). This field is available only from specific switches.
Participant Department
Trunk Label
(CTI) switch information that identifies the trunk through which the call data was channeled.
VDN
The internal path (direction) by which the interaction is routed after it enters the contact center.
This field is available only from specific switches. Use this to filter incoming interactions.
Segment Switch ID
Segment Type ID
Device Type ID
New
3. Select Selective Recording Plan and click OK. The rule details for a Selective Recording
Plan appear.
Figure 5-13 Rule Details for a Selective Recording Plan
Selective recording plans are Voice only. Recording Parameters cannot be edited.
4. In the General area,
a. Enter the Rule Name and a brief Description.
b. Select Rule Lifetime starting and ending dates for the rule.
c. Select the Active Rule checkbox only when you are ready for the rule to run. At this time,
the rule will be validated (permissible filters, etc.).
NOTE: A rule must both be within its Lifetime and Active to run.
5. In the Recurrence area, define a recording period (this is a required field). Click Edit.
Only those field for which you have query privileges appear.
a. Click General, and in the Call Direction area, select the direction of the interactions as
follows:
Inbound - Customer to Agent.
Outbound - Agent to Customer.
Internal - Agent to Agent.
b. Click Agents.
The criteria for selecting agents’ interactions becomes available.
Editing fields
Expressions
field
• Select a Field from the drop-down list. For a description of filter options, see the
table Operators - Values Description on page 148.
• Select an Operator from the drop-down list. The available Operators change
depending on the selected Field.
• Select a Value. See Operators - Values Description on page 148 for a description
of the Operators and Values.
NOTE: Filters that were defined in the General and Agents tabs will also appear in the
Expressions tab after the filter is saved.
<> In the Value field, enter a value. Interactions whose total hold
count are not 0
> In the Value field, enter a value. Interactions whose total hold
count are greater than 10
< In the Value field, enter a value. Interactions whose total hold
count are less than 10
Values List In the Value field, enter several Interactions whose total hold
values - use commas to separate count are 1 or 2 or 3
each value.
Predefined From the List Items area, select a Note: Items that appear in this
List Items predefined list. list are defined in the Lists
Editor
EXAMPLE:
You have a selective recording plan that records all incoming calls. You do not want to include
the extension in the employee lounge. Create a negative recording plan to exclude all calls to
that extension.
NOTE: Sampling and Recording Parameters are not relevant for Negative
recording plans.
New
3. Select Negative Recording Plan and click OK. The rule details for a Negative Recording
Plan appear.
Figure 5-20 Rule Details for a Negative Recording Plan
NOTE: A rule must both be within its Lifetime and Active to run.
5. In the Recurrence area, define a recording period (this is a required field). Click Edit.
For instructions, see Defining a Recording Period: Recurrence on page 156. Negative
recording plans can only be scheduled for daily or weekly recurrence. They cannot be
scheduled for monthly recurrence.
6. In the Filter area, define a filter for selecting interactions not to be recorded. Click Edit.
Only those field for which you have query privileges appear.
a. Click General, and in the Call Direction area, select the direction of the interactions as
follows:
Inbound - Customer to Agent.
Editing fields
Expressions
field
• Select a Field from the drop-down list. For a description of filter options, see
Filters for Selective/Negative Recording Plans on page 143.
• Select an Operator from the drop-down list. The available Operators change
depending on the selected Field.
• Select a Value. See Operators - Values Description on page 154 for a description
of the Operators and Values.
NOTE: Filters that were defined in the General and Agents tabs will also appear in the
Expressions tab after the filter is saved.
Values List In the Value field, enter several values Interactions whose total
- use commas to separate each value. hold count are 1 or 2 or 3
Predefined From the List Items area, select a Note: Items that appear in
List Items predefined list. this list are defined in the
Lists Editor
When you define the time period during which a schedule runs, the entire time defined for the
schedule is known as a cycle. Each time recording begins is a new timeframe. The sample
Schedule shown has one cycle, and 10 timeframes (From 6:00 a.m. to 9:00 a.m. 5 times a week
and from 5:00 p.m. to 10:00 p.m. 5 times a week - Recording is started 10 times per week.) In the
Sampling area of your Schedule definition you specify whether the number of interactions are
selected per timeframe or per cycle.
EXAMPLE:
The Schedule Recurrence shown shows a weekly recurrence schedule. It has ten timeframes: From
6:00 a.m. until 9:00 a.m. and from 5:00 p.m. until 10 p.m., from Monday through Friday. The
entire schedule is one cycle.
If Sampling is for 10 interactions per cycle, then 10 interactions will be recorded per week.
If Sampling is for 10 interactions per timeframe, then 100 interactions will be recorded per week.
(10 interactions for each timeframe.)
Figure 5-24 Scheduler Recurrence Example
Cycle
Timeframes
EXAMPLE:
You want to record ten interactions. You want five Interactions recorded between 8:00 a.m. and
12:00 p.m. and then five more between 12:00 p.m. and 5:00 p.m.
Solution: Create two identical schedules with Sampling by Time intervals. Make one Schedule for
8:00 a.m. to 12:00 p.m. and the second for 12:00 p.m. to 5:00 p.m.
(Creating one schedule for 8:00 a.m. to 5:00 p.m. will not guarantee the required distribution.)
2. Select Daily, Weekly, or Monthly. The Schedule Timeframes area changes accordingly.
3. In the Schedule Timeframes area select timeframes using the following guidelines.
• Adjacent time segments connect to become one timeframe. To have adjacent timeframes
behave separately (i.e., repeat Sampling within each separate timeframe), you must
create separate Schedule Rules for each timeframe.
EXAMPLE:
You select 8:00 a.m. to 10:00 a.m., and then select 10:00 a.m. to 5:00 p.m. These two blocks of
time are automatically connected and become 8:00 a.m. to 5:00 p.m.
If you are selecting recordings per cycles, this is fine.
If you are selecting recordings per timeframe, and want these as two separate timeframes, you
must create two separate schedules.
• To create more than one timeframe, click and drag the mouse over one area, then release
the mouse and click and drag the mouse over another area. Each block of time must
encompass the same range for all selected days.
Figure 5-27 Multiple Timeframes Selected
4. Click .
To locate interactions:
1. Open the relevant NICE Perform application and create an Advanced Query.
2. In the Advanced Query window, click Free Expressions.
3. In the Field list, scroll down and expand tblRecordingxx. Then scroll down and select
Recording Program ID.
4. In the Value field, enter the name of the recording schedule.
Figure 5-30 Advanced Query
Contents
To add the Create Global Objects privilege to the Windows Group Policy:
1. From the Start menu, select Run.
2. In the Run window, enter gpedit.msc. Click OK.
The Group Policy window appears.
3. Select Computer Configuration > Windows Settings > Security Settings > Local
Policies > User Rights Assignment.
Figure A-1 User Rights Assignment Group Policy
• Object name: Click Check Names and select the users or group of users who will be
running NICE ScreenAgent.
7. Click OK.
The selected group of users is now included in the Local Security Setting list in the Create
Global Objects Properties window.
8. Click OK.
The selected group of users is now allocated the privilege to Create Global Objects in the
Windows Group Policy.
Figure A-5 Group Policy Window
IMPORTANT
Before performing the procedures described here, you must install NICE ScreenAgent. See
NICE ScreenAgent Basic (Interactive) Installation on page 77 or NICE ScreenAgent Silent
Installation on page 94.
When running NICE ScreenAgent on a Citrix Server using Published Application mode, you must
configure your server as described in this section.
Supported Citrix Servers:
• Citrix Presentation Server 4.0, 4.5
Overview
Published Application mode is a Citrix Server feature that enables the site administrator to publish
a specific application to a group of users. In this environment, when a remote user connects to the
Citrix Server, a session is created and the published application runs inside the session.
Preparing your Citrix Published Application environment to run NICE ScreenAgent involves:
1. Adding the NICE ScreenAgent Process to the Group Policy Login Script. See page 166.
To enable screen recording in the Published Application environment, the NICE ScreenAgent
process must be running in the session it is required to record. To run NICE ScreenAgent in all
sessions, the NICE ScreenAgent process must be launched every time a new session is
generated. You do this by adding the NICE ScreenAgent process to the group policy user’s
login script.
2. Verifying the Citrix Configuration. See page 168.
This procedure verifies that NICE ScreenAgent will run properly on your Citrix Server using
Published Application mode.
Adding the NICE ScreenAgent Process to the Group Policy Login Script
This section describes how to add the NICE ScreenAgent process to the Citrix Server’s group
policy login script. Adding the NICE ScreenAgent process to the group policy login script
configures the Citrix Server to launch the NICE ScreenAgent process every time a Published
Application session is created. This will enable you to perform screen recording during all
generated sessions.
This procedure needs to be performed on the Citrix Server or on the Site Domain Controller.
NOTE: Before you perform this procedure, ensure that NICE ScreenAgent has
already been installed.
See NICE ScreenAgent Basic (Interactive) Installation on page 77 or NICE
ScreenAgent Silent Installation on page 94.
To add the NICE ScreenAgent process to the group policy login script:
1. From the Start menu, select Run.
2. In the Run window, enter gpedit.msc. Click OK.
The Group Policy window appears.
3. Select User Configuration > Windows Settings > Scripts (Logon/Logoff).
Figure A-6 Scripts (Logon/Logoff)
4. Double-click Logon.
The Logon Properties window appears.
Figure A-7 Logon Properties Window
5. Click Add.
The Add a Script window appears.
Figure A-8 Add a Script Window
6. In the Script Name field, enter the path to the NICE ScreenAgent process.
7. In the Script Parameters field, enter -wait.
8. Click OK. To close the Logon Properties window, click OK.
9. Close the Group Policy application.
After you complete installing the NiceScreen Loggers and NICE ScreenAgents at your site, you
must test each NiceScreen Logger using the procedures in this chapter. If you have more than one
NiceScreen Logger installed at your site, you must perform an additional 24 hour test.
Contents
Test Requirements........................................................................................................170
Setting up a Test Site ...............................................................................................170
Verifying the NiceScreen Installation..........................................................................171
Verifying the NiceScreen Logger..............................................................................171
Verifying the NICE ScreenAgent Installations ..........................................................172
Verifying the NICE Interactions Center Connection .................................................172
Running a Self-Test on the NiceScreen Logger .......................................................171
Verifying NiceScreen Recording and Playback .........................................................173
Screen Recording and Playback in NICE Monitor ...................................................173
Screen Monitoring in Monitor ...................................................................................177
24 Hour Test for Sites with Multiple NiceScreen Loggers ........................................180
Testing Screen and Voice Recordings .....................................................................180
Test Requirements
To perform the tests in this chapter, you must be configured as a user in the system with full access
to NICE Interactions Center and administrative privileges for the following NICE Web
applications:
• System Administrator
• Users Administrator
• Rules Manager
• Business Analyzer
• Monitor
3. Click the Settings button . In the • The Record column displays the
Screen icon , indicating the screen
Settings window, select Screen as
your Recording Media. Click Save is being recorded.
.
4. In the Folders pane, select the group
that includes the agent whose activity
you want to record.
5. In the Details pane, select the agent
whose media you want to record.
Ensure that he or she is on the phone
(indicated by this icon ).
12. In the Results pane, double-click the • NICE Player opens and plays the
recorded screen’s details. recorded screen.
9. In the NICE Perform applications • The Results pane displays the Screen
suite, open Business Analyzer.
icon in the Type column, and other
10. Define an Advanced Query in which recording details are displayed for the
the Date/Time, Timeframe includes recorded screen.
the time you recorded the screen
(steps 1-8 above). Then select Call
Profile > Media > Screen Only.
12. In the Results pane, double-click the • NICE Player opens and plays the
recorded screen’s details. recorded screen.
9. In the NICE Perform applications • The Results pane displays the Screen
suite, open Business Analyzer.
icon in the Type column, and other
10. Define an Advanced Query in which recording details are displayed for all
the Date/Time, Timeframe includes the recorded screens.
the time you recorded screen activity
(steps 1-8 above). Then select Call
Profile > Media > Screen Only.
12. In the Results pane, double-click a • NICE Player opens and plays the
recorded screen’s details. recorded screen.
6. Click Monitor .
6. Click Monitor .
Contents
Overview........................................................................................................................183
Isolating the Problem ...................................................................................................184
Gathering Information ..............................................................................................184
Checking the NiceScreen Logger Service Status ....................................................184
Checking the ScreenAgent Interactions Center Registration...................................185
Checking the Configuration......................................................................................186
Checking SAMS for Errors .......................................................................................187
Isolating the Problem Further...................................................................................188
Checking the NiceScreen Logs................................................................................188
Checking the ScreenAgent Logs..............................................................................189
Checking the RCM Logs ..........................................................................................189
Checking the Call Server Logs.................................................................................189
Checking the Call Status in the Database ................................................................189
Checking the Rule....................................................................................................189
Checking the Naming Resolution.............................................................................190
Checking Connectivity..............................................................................................191
Verifying the ScreenAgent Configuration .................................................................192
Testing the ScreenAgent ..........................................................................................192
Overview
If you experience a problem with Screen recording follow the steps below to isolate the problem:
Figure C-1 Workflow Diagram
2. Point your cursor to the icon in the tray, a tooltip displays information about NiceScreen
Logger. When you click on the icon, status details are displayed. For further details on the
information, see Table 2-1 on page 37.
Figure C-2 Logger Status Details
3. On the computer where the NiceScreen Logger is installed check that mmloggersvc.exe is
an active process running on the computer. If not, the installation may have failed.
5. Click Refresh. The ScreenAgents that were registered to the Interactions Center appear in the
list. If a ScreenAgent is not registered, it will not appear in this list and will not be recorded.
To check SAMS:
1. Check that the SAMS service is running. If the service is not running select Start > Settings
> Control Panel > Administrative Tools > Services, and start the service.
2. Ensure that SAMS has been installed properly (see Installing SAMS on page 44).
3. Once the SAMS service is running, the SAMS Server icon is displayed in the computer's
system tray .
4. To start the SAMS Report, right-click the SAMS Server icon and select Start.
5. Messages are sent to the SAMS Report console window.
Figure C-5 SAMS Report
All messages sent to the SAMS Report console window display the following parameters:
• Date and time message was sent
• Severity level - From least to most severe: Debug, Info, Warn, Fatal, Bug, Event
• Name of the component that sent the message (for example, SA - for ScreenAgent)
• IP address and port number or host name of the machine from which the message was sent
• Report type:
• Install - message report success/failure
• Uninstall - message report success/failure
5. Verify that Screen is selected, check all the Rule Filter tabs and verify that the filter does not
exclude the required screen interactions.
Checking Connectivity
Perform connectivity checks.
To check connectivity:
1. Check that port 30100 is open for incoming communication on the NiceScreen Logger server.
2. Check that port 2010 is open for incoming communication on the NICE Interactions Center
server.
3. Check that port 2001 is open for incoming communication on the NICE SAMS server.
4. Verify the NAT/PAT connectivity and configuration:
a. The services must be accessed by fully qualified machine names; a DNS service should be
available to allow names resolution.
b. For a NAT/PAT environment, verify that useMachineName is set to True in the
configuration file for each service.
IMPORTANT Any change of configuration files should be performed ONLY in consultation with
NICE Support!
5. The ScreenAgent process uses arbitrary ports to communicate with the ScreenLogger,
Interactions Center and SAMS Server. Verify that outgoing communication is not blocked
from the ScreenAgent workstations.
6. Check that the following ports are open.
Port List
3. Click the Settings button. In the Settings window, select Screen as your Recording
5. Select an agent who is logged in and on the phone. (Indicated by this icon ).
6. Click Monitor . The Screen icon should appear in the Monitor column.
7. NICE Player opens and plays the agent's screen. If there is a recording problem, the relevant
error will appear. Use this reason to resolve the recording failure.
IMPORTANT
• DO NOT use text wrap as this will corrupt your configuration file.
• Any change of configuration files should be done ONLY in consultation with NICE Support!!!!
• The Expansion Tool is an internal utility which enables you to expand the number of input
channels and/or the amount of storage capacity of the NiceScreen Logger. The Expansion
Tool performs the necessary modification and adjustment to the NiceScreen Logger data
system and configuration file while preserving the existing metadata. For further details, see
the NiceScreen Expansion Tool Guide.
IMPORTANT
This tool should only be used in consultation with NICE Support!!!!
• Run LogCollector.exe on the workstation to gather the Player log, Playlist, Screen Log and
any other selected files. The files will be collected in the C:\Program Files\NICE
Systems\NICE Player\temp folder. After a full day of collecting the logs, zip the directory
and send the zip file to NICE Technical Support.
You want to verify if a remote You need to check that no secondary capture driver was
control application is installed on installed by the remote-control application. To do so follow
the workstation the following steps:
1. Enter the Registry (use RegEdit)
2. Examine the value of the “\Device\Video0” key
located in the following hive path:
HKEY_LOCAL_MACHINE\\HARDWARE\\DEVICE
MAP\\VIDEO.
ScreenAgent installation fails and Manually remove all ScreenAgent related files as follows:
regular uninstallation procedures 1. Make sure ScreenAgent is down (use
fail ScreenAgentTester)
2. Delete the ScreenAgent folder from the workstation’s
hard disk.
3. Open the Workstation registry and delete the
following keys:
• Before deleting this key, write down the string value of
AppGUID.
HKEY_LOCAL_MACHINE\Software\NICE
Systems\NICE Screen.
Search for the key that matches the string from the
AppGUID key. When located, delete the key.
ScreenAgent fails to load Change the order in which the ScreenAgent loads.
To do this:
• Increase the WaitForActivate parameter in the Agent
registry file. See page 104.
There is a slow-down in general Make the following changes in ScreenAgent registry. See
performance of the workstation on page 97.
• Set the CaptureMethod to Scraper in the Agent
registry file. See page 99.
• Set the CompressionLevel to 1 in the Agent registry
file. See page 99.
• Lower the workstation’s screen resolution/color depth.
• Set EnableAnimation=0, EnableFullDrag=0,
EnableScreenSaver=0, and EnableWallPaper=0 in
the Agent registry file. See page 104.
• Obtain and install the latest display drivers.
• Scraper CaptureMethod only: Lower Thread Priority
to 0 (Below Normal). See page 104.
The Data Rate is too high • Lower the workstation’s screen resolution/color depth.
• Set EnableAnimation=0, EnableScreenSaver=0,
and EnableWallPaper=0 in the Agent registry file.
See page 104.
• Set EnableFullDrag=1 in the Agent registry file. See
page 104.
• Set CompressionLevel=2 in the Agent registry file.
See page 99.
• Increase the value of CacheSize in the Agent registry
file. See page 99.
• Set CaptureMethod=1 (Hooking) in the Agent
registry file. See page 99. In most cases, the Scraper
method produces more data than the Hooking
method, but there are exceptions to this rule, therefore
it is advisable to check this per workstation.
The ScreenAgent disconnects • Make adjustments for a high data rate (see the
due to a high data rate previous item in this list)
• Increase RecBuffSize in the Agent registry file. See
page 103.
• Increase the interval between two consecutive
KeyFrames: increases MinTimeBetweenKF in the
Agent registry file. See page 102.
The following message appears This message indicates that the Capture component did
when you start the workstation: not successfully load.
Capture layer initialization failed. • Increase the timeout of WaifForActivate in the Agent
Application is aborting. If you are registry file. See page 104.
after installation restart the
• Check for conflicts with the Display Driver or other
computer.
application that is preventing ScreenAgent to load the
Capture component.
You need to change the scraping • Change CaptureMethod in the Agent registry file.
method used by the Scraper See page 99.
capture method.
WARNING
Do not edit values in the MMLogger.cfg file. Editing values directly in the MMLogger.cfg
file can cause your system to malfunction!
The following table lists the parameters contained in the MMLogger.cfg file:
General
Concurrency
File
File_Page_Size_In_Kb Part of the file which the Logger retains in Default = 128
memory, called cache quantum or page.
Usually the Logger reads/writes a whole
page from/to disk. This value should not
exceed the file size. A large page size
improves I/O operation performance but
utilizes a lot of computer memory.
Storage
Storage This section lists all the storage portions used by NiceScreen
Logger.
The number on the right side of the equal sign (=) indicates
the order in which this portion is used for Logger storage.
Each portion (file and partition), must be listed here with its
ordinal number.
Example:
STORAGE_PORTION_1 = 1
STORAGE_PORTION_2 = 2
Note: You can define your own storage portion name, but
you must then use this same name to configure the Storage
Portion parameters (path+size). See below.
Data System
Auto Deletion
Channels
Memory Cache
Memory Allocation
Communication
Logs to Screen
Logs to File
Number_Of_LogsFiles Default = 5
Publisher General
Contents
Overview........................................................................................................................206
Common Terms.............................................................................................................207
Verifying the System Administrator User...................................................................208
Adding the System Administrator User to Computers not in an Active Directory
Environment..................................................................................................................210
Editing DCOM Permissions .........................................................................................214
Setting Security Permissions through the WMI Control...........................................220
Overview
The System Administrator includes a summary page that displays the NICE product version and
the installed Updates. See the System Administrator Guide for more information.
Figure D-1 Summary Page in the System Administrator
Version
Update
This summary page is generated by accessing the product information from the computers in the
NICE system. In order to access this product information, the System Administrator user needs to
be included in the DCOM and WMI security settings on each computer in the NICE system. The
System Administrator user is the user associated with the Nice SystemAdministrator service.
This association is defined when NICE Perform applications are installed on the Applications
Server. To verify the identity of this user, see Verifying the System Administrator User
on page 208.
In this appendix, we describe how to change the security settings to enable the System
Administrator user to access information on these computers.
Workflow
The workflow differs slightly depending on whether or not you are working in an Active Directory
environment.
1. Verifying the System Administrator User. To verify the identity of the System
Administrator user, you check which user is associated with the Nice SystemAdministrator
service.
2. (Not Active Directory Environment Only) Adding the System Administrator User to
Computers not in an Active Directory Environment. The System Administrator user needs
to be included on all computers in the NICE system. If you are not working in an Active
Directory environment, you need to add this user through the Control Panel, if necessary.
3. Editing DCOM Permissions. You edit the DCOM permissions to enable the remote launch
and remote activation of WMI queries.
4. Setting Security Permissions through the WMI Control. By means of the WMI Control,
you set security permissions that enable the System Administrator user to remotely access
NICE system information.
Common Terms
Some common Microsoft terms used in this appendix are listed in the table below.
Term Meaning
WMI Namespace Each WMI namespace has a security descriptor, which allows each
namespace to have unique security settings that determine who has
access to the namespace data and methods.
NOTE: In an Active Directory environment, verify that the domain name of the System
Administrator user is the same domain as that of the computer, or is a trusted domain.
User Name
IMPORTANT
Before starting this procedure, obtain the user name and password of the System Administrator
user. See Verifying the System Administrator User on page 208 to obtain the user name.
4. Expand System Tools > Local Users and Groups > Users.
A list of existing local users appears in the right pane.
Figure D-7 Local Users List
5. Verify that the System Administrator user appears in the list. If the user does not appear,
proceed to Step 6.
6. Right-click the Users directory, and then select New User.
• Password and Confirm Password: Enter the password for the System Administrator
user.
8. Clear the User must change password at next logon check box.
9. Click Create.
The System Administrator user appears in the list in the left pane.
10. Proceed to Editing DCOM Permissions on page 214.
IMPORTANT
Before you begin this procedure, you need the System Administrator user name.
Right-click
My Computer
7. In the Group or user names area, verify that the name of the System Administrator user
appears, and proceed to Step 9.
8. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:
a. Click Add.
The Select Users, Computer, or Groups window appears.
Appendix D: Enabling Display of NICE System Information in System Administrator 216
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names.
The user name and domain name appear.
d. Click OK.
The Launch Permission window (Figure D-15 on page 216) reappears.
9. In the Group or user names area, select the System Administrator user.
10. In the Permissions for <User> area, in the Allow column, select Remote Launch and
Remote Activation, and then click OK.
Figure D-17 Launch Permission Window
12. In the Group or user names area, verify that the name of the System Administrator user
appears, and proceed to Step 14.
13. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:
a. Click Add.
The Select Users, Computer, or Groups window appears.
Figure D-19 Select Users, Computer, or Groups Window
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names.
The user name and domain name appear.
d. Click OK.
The Access Permission window (Figure D-18 on page 218) reappears.
14. In the Group or user names area, select the System Administrator user.
15. In the Permissions for <User> area, do the following:
• Verify that Local Access is selected.
• Select Remote Access.
Figure D-20 Security Limits Window
3. Right-click the WMI Control (Local) icon, and then click Properties.
The WMI Control (Local) Properties window appears.
5. Click Security.
The Security for ROOT\DEFAULT window appears.
6. In the Group or user name area, verify that the name of the System Administrator user
appears, and proceed to Step 8.
7. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:
a. Click Add.
The Select Users, Computer, or Groups window appears.
Figure D-26 Select Users, Computer, or Groups Window
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names.
The user name and domain name appear.
d. Click OK.
The Security for ROOT\DEFAULT window (Figure D-25 on page 222) reappears.
8. In the Group or user names area, select the System Administrator user.
9. In the Permissions for <User> area, in the Allow column, select Execute Methods and
Remote Enable.
Figure D-27 Security for ROOT\DEFAULT Window
10. Click OK, and then close the Windows Management Infrastructure (WMI) window
(Figure D-22 on page 220).
Index 225
Index 226
T V
terminal server VDN filters for Rules Manager
interactive ScreenAgent installation 87 Schedules 133, 143
Total Recording plan schedules 130
troubleshooting
ScreenAgent 195
W
workflow
Trunk Label, Rules Manager Scheduler 143 NICE ScreenAgent 50
NiceScreen installation 17
NiceScreen Logger installation 20
Index 227