Database Installation Guide - NP - 3.2

NICE Perform®
Release 3.2
Databases Installation Guide
December 2010
385A0647-03 Rev. A4
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385A0647-03 Rev. A4
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Revision History
Databases Installation Guide
Revision Modification Date Description
A0 May 2009 • Added Quick Start (see Quick Start on page 27)
• Updated Installation procedures.
• Updated Uninstall procedures.
• Added nice_as_kpi to all references to
multidimensional databases.
• Added System Admin configuration procedures.
• Updated System Admin configuration procedures.
• Added Data Mart Troubleshooting chapter.
• Added Multi Data Hub Troubleshooting chapter.
• Updated Appendices B and D.
• Added references to SQL 2008.
A1 December 2009 • Updated list of mandatory requirements.

• Updated database installation procedures.
• Added updates to troubleshooting
• Updated graphics wherever applicable.
A2 February 2010 • Updated to reflect policy of installing all relational

databases.
• Updated the Quick Start.
A3 August 2010 • Updated DBSetup installation procedures.

• Updated database uninstall procedures.
• Updated the Quick Start.
• Added support for Windows 2008 R2 operating
systems.
• Updated Kerberos Delegation procedures.
• Added and updated database configuration
procedures.
• Updated the Summary Page appendix.
Revision Modification Date Description
A4 December 2010 • Updated database installation procedures (see

Installing the NICE Perform Database Suite
on page 39).
• Updated database configuration procedures (see
Defining Database Servers on page 57).
• Updated Data mart configuration procedures (see
Configuring the Data Mart Server on page 81).
Contents
1
Introduction 15
NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Database Names and Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Running Database Recovery Practice Sessions . . . . . . . . . . . . . . . . . . . . . . 18
Hardware and Software Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Guidelines for Installing Components on Windows Server 2008/Windows
Server 2008 R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Kerberos Delegation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Setting up the Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
About Windows (NT) Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Domain User Account for NICE Services . . . . . . . . . . . . . . . . . . . . . . . . 21
Domain User Account for SQL Services . . . . . . . . . . . . . . . . . . . . . . . . 22
Setting up the Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Reindex Job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Calculating Database Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Language Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Microsoft SQL Server Analysis Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Multidimensional Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Data Mart Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Enabling Display of NICE System Information in System Administrator . . . 25
2
Quick Start 27
Contents 7
NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

3
Installing the NICE Perform Database Suite 39
About the NICE Perform Database Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Installing the NICE Perform Database Suite Software . . . . . . . . . . . . . . . . . 41
Defining Kerberos Delegation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
4
Defining Database Servers 57
What is Database Server Configuration? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Which method of SQL Server Authentication is in use?. . . . . . . . . . . . . . . . 60
Defining a Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Managing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Indexing Reserved Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Changing Column Names - Using Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Activating/Deactivating Data Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Added Security for SQL Server Authentication - Changing Passwords . . . . 70
Changing the nice sa Login Password . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Changing a NICE Login Password for an Individual SQL Server . . . . . . 71
Removing Subscribers from Replication . . . . . . . . . . . . . . . . . . . . . . . . 73
Modifying a Database Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Deleting a Database Server Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Scheduling Database Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Guidelines for Restoring a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Running or Stopping a Database Backup Job . . . . . . . . . . . . . . . . . . . . . . . 79
5
Configuring the Data Mart Server 81
What is the Data Mart? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Data Mart Installation Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Single Data Hub Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Architecture for Multi Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Building the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Verify the Data Mart Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Contents 8

Define the Data Mart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Install the NICE Domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Link the Databases to the NICE Domains . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Define Data Mart Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Customizing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Modifying a Data Mart Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Creating a Customized Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Selecting Schedules for a Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Monitoring SQL Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Viewing Synchronization Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
What are the Data Mart Domains? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
6
Configuring the Multidimensional Databases 109
Configuring the Multidimensional Databases in the System
Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Defining Schedules for SQL Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Verifying Connection to the Multidimensional Databases . . . . . . . . . . . . . 116
7
Uninstalling Databases from the Database Suite 117
8
Troubleshooting: Databases 125
General Databases Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . 127
General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Checking the Windows Event Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Checking the SQL Server Error Logs and Events . . . . . . . . . . . . . . . . . . . . 128
Checking SQL Jobs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Checking the Connection to the NICE Perform Database Server . . . . . . . . 129
Checking the Database Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Checking for Missing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Checking Free Space in the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Contents 9

Verifying the Log on as a Service User Rights Assignment . . . . . . . . . . . . 132
Verifying the Service Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Verifying Domain Users Assigned to the User Rights Assignments . . . . . . 133
Checking the SQL Server Installation Folder . . . . . . . . . . . . . . . . . . . . . . . 135
Monitoring Performance Objects and Counters . . . . . . . . . . . . . . . . . . . . . 136
Checking for Performance Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Scanning the Disk for Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Changing the Database Passwords in SQL Authentication . . . . . . . . . . . . 139
Changing the nice sa Login Password . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Changing the nice Login Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Checking the Database Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Increasing the Size of a Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Checking Performance Using the NICE Performance Collector . . . . . . . . . 144
Defining Autogrowth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Verifying Database Space Using the NICE DBSpace Utility . . . . . . . . . . . . 148
9
Troubleshooting: Data Mart Server 155
General Data Mart Troubleshooting Flow . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Checking Free Space in the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Recreating Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Checking the Data Mart Database Version . . . . . . . . . . . . . . . . . . . . . . . . . 159
Checking Connectivity Between the Database and Data Mart Servers . . . 160
Checking a Data Mart Job Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
10
Troubleshooting: Multi Data Hub 163
General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Multi Data Hub Implications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Rule Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Business Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Contents 10

Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Quality Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Interactions Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Storage Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Checking Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Checking Replication in Multi Data-Hub Environments . . . . . . . . . . . . . . . 166
Troubleshooting Communication Problems between Primary and
Secondary Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Troubleshooting Database Structure Differences . . . . . . . . . . . . . . . . . . . . 168
Stopping Replication when Upgrading all Data Hubs . . . . . . . . . . . . . . . . . 168
Changing Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Enabling MSDTC to Function in Multi Site Environments. . . . . . . . . . . . . . 169
Tips for Troubleshooting Replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
A
Verifying Windows Authentication Security Settings 171
B
Establishing Access to the Multidimensional Databases 175
Verifying Connection to the Multidimensional Databases . . . . . . . . . . . . . 176
Defining Domain Users for the nice_as_kpi Database . . . . . . . . . . . . . . . . 179
Adding a Domain User to the Process Role . . . . . . . . . . . . . . . . . . . . . . . 179
Adding a Domain User to the View Role . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Defining Domain Users for the nice_as_my_universe Database . . . . . . . . 185
Defining Domain Users for the nice_as_text_analysis . . . . . . . . . . . . . . . . 187
Contents 11

C
Configuring Kerberos Delegation 189
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Verifying the SQL Server Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Verifying the SQL Port Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Configuring Kerberos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Configuring the Service Principal Name on the Active Directory . . . . . . . . 193
Disabling the Named Pipes Protocol on the SQL Server . . . . . . . . . . . . . . 195
Configuring Delegations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
D
Running the NICE DBSpace Utility 201
E
Enabling Microsoft SQL Server 2008/2008 R2 Analysis
Services 207
Enabling the SQL Server Analysis Services Service . . . . . . . . . . . . . . . . . 208
Defining the Local System Account in the nice_dw Database . . . . . . . . . . 211
F
Creating Domain Users and Updating Privileges 213
Setting up a Domain User Account on the Active Directory . . . . . . . . . . . . 214
Creating a Domain User Account on the Active Directory . . . . . . . . . . . . . 214
Assigning User Rights Assignments for the Domain User Account on the
Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Setting up the Domain User on the Domain Client . . . . . . . . . . . . . . . . . . . 221
Updating Privileges of the Domain User on the Domain Client . . . . . . . . . 224
Contents 12

G
Scheduling the ReIndex Job 227
H
Enabling Summary Page Display of NICE System Information 231
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Windows 2008 / Windows 2008 R2: Enabling Summary Page Display . . . 234
Adding the System Administrator User to Computers not in an Active
Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Windows 2003: Enabling Summary Page Display . . . . . . . . . . . . . . . . . . . . 244
Verifying the System Administrator User . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Installing WMI Windows Management Instrumentation . . . . . . . . . . . . . . . 249
Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . 257
Index 263
Contents 13

Blank page for double-sided printing.
1
Introduction
This manual describes the procedures for installing and configuring all NICE Perform databases
on their respective servers.
Contents
NICE Perform Site Installation Overview...................................................................... 16

Database Names and Descriptions............................................................................... 17
Running Database Recovery Practice Sessions ......................................................... 18
Hardware and Software Requirements ......................................................................... 18
Setting up the Servers ................................................................................................... 19
Reindex Job ....................................................................................................................23
Calculating Database Size ............................................................................................. 23
Language Settings ......................................................................................................... 24
Microsoft SQL Server Analysis Services ..................................................................... 24
Enabling Display of NICE System Information in System Administrator.................. 25
Chapter 1: Introduction 15

NICE Perform Site Installation Overview
NICE Perform Site Installation Overview

Prepare the machines
and
ensure that the site readiness activities were completed
successfully using the Site Readiness Tool
You are Here Install MS SQL Server and NICE Perform Databases
Install NICE Perform Applications and define in System Administrator
Legend: Connect one of the following:

Mandatory NiceLog High Density Logger
component - or -
Interaction Capture Unit (ICU)
- or -
Optional Branch Extensions Logger (BXL)
component - or -
NICE VoIP Logger
Integration DO NOT define in System Administrator!
dependant
Install VoIP Recording Gateway (VRG) and
define in System Administrator
Configure the NICE Interactions Center in the System Administrator

then install the NICE Interactions Center software
Configure and then Install CTI Integrations
Define Loggers in System Administrator
Define Channel Mapping in the System Administrator
Install Reporter Server and Import Packages
Install NICE IA Link Analysis Server

on the Data Mart Server
Install relevant optional components and define in System Administrator:

Content Analysis Telephony Services NiceScreen
NICE Storage Center Stream Server Desktop Analytics
Media Library
Install the latest approved Updates

See the latest approved Release Note
Install NICE Sentinel Server
Perform Required Installation and Acceptance Test Procedures
NOTE:
Refer to the Site Installation Workflow Guide for a detailed overview of the NICE Perform
site installation workflow.

Database Names and Descriptions
Database Names and Descriptions

The following tables list all the databases included in the NICE Perform Database Suite:
Table 1-1: Relational Databases

Database Description
nice_admin The Administration database. Contains information such as all
user/agent details, administrative settings, and privileges.
Information from the Users Administrator and System
Administrator are stored in this database.
nice_audit Contains a record of actions in the system for use by the Audit
Trail in Business Analyzer. For example, agent login and report
requests.
nice_ca Contains Audio Analysis information. Required for use with
Business Analyzer.
nice_crypto Serves as a repository for encryption keys for the NICE Key
Storage Manager (KSM) application.
nice_cti_analysis Contains information from your switch used by Business
Analyzer and not included in the nice_interactions database.
nice_dw Required for use with Data Mart.
nice_ib Required for use with Playback Organizer.
nice_interactions The Interactions database. Stores identifying information about
each interaction. For example, Start time and agent ID. The
actual recordings are stored on the Loggers. This database must
link to all the other databases for Query searches.
nice_pbs_data Required for use with the Playback Server.
nice_qa Required for use with Coaching and Clips in the Business
Analyzer.
nice_reporter Contains information for the Reporter.
nice_rule Contains information from the Rules Manager.
nice_screen_sense Required for use with ScreenSense.
nice_storage_center Required for use with Storage Center.
Table 1-2: Multidimensional Databases

nice_as_kpi Optional database for use with My Universe.
nice_as_my_universe Required for use with My Universe.
nice_as_text_analysis Required for use with ClearSight.

Running Database Recovery Practice Sessions
NOTE: The nice_as_my_universe, nice_as_text_analysis, and nice_as_kpi databases

are multidimensional databases, and therefore run on the SQL Server Analysis Services.
Running Database Recovery Practice Sessions

It is most highly recommended to make provision for backing up and restoring the nice databases
in case of system failure and/or natural disasters. Since the requirements vary from site to site, the
backup and restore methods likewise vary from site to site. Should a full system database recovery
be necessary, in many cases the procedures may be long and complicated.
In order to be prepared for such an event, and in order to facilitate the recovery procedures while
greatly increasing the likelihood that the recovery will be successful, it is therefore recommended
to run a full system database recovery practice session at least once every three months.
For assistance, contact NICE Systems Customer Service.
Hardware and Software Requirements

For the software and hardware requirements of the NICE Perform Database Server, and of all other
NICE Perform servers, refer to the NICE Perform Certified Servers Guide.
NOTE: The NICE Perform System Administrator includes a summary page that
displays the NICE product version and the installed Updates. For details see
Appendix H, Enabling Summary Page Display of NICE System Information
on page 231.
Guidelines for Installing Components on Windows Server 2008/Windows

Server 2008 R2
The Certified Servers Guide provides all Operating System support information. If the NICE
Perform component you are installing is supported on a Windows Server 2008 or Windows Server
2008 R2 Operating System, refer to the following manuals before installation:
• Microsoft Windows Server 2008 Configuration Guide
• Microsoft Windows Server 2008 R2 Configuration Guide
In a UAC On environment, special attention is required:
• Some components can be installed with UAC On, however specific security options will need
to be disabled temporarily.
• Some components cannot be installed with UAC On. For these components, UAC must be
turned off. When installation is complete, turn UAC back on.
The above manuals provide the following information per operating system:
• List of components itemizing which components require turning off UAC.
• Instructions for turning UAC off and turning it back on.

Setting up the Servers
• Instructions for disabling and re-enabling security options when working with UAC on.
Kerberos Delegation
When using Windows Authentication in a Multi Data Hub environment, or in a Distributed
environment in which there are two or more NICE Perform databases, evaluations are replicated
through Linked Servers. For replication of Evaluations data to succeed, you must define
Delegation for the Kerberos protocol.
For full details, see Appendix C, Configuring Kerberos Delegation on page 189.

The relational databases included in the NICE Perform Database Suite are usually installed on the
NICE Perform Database Server. However, if your site includes the Data Mart Server, you install
the nice_dw and nice_reporter relational databases and the nice_as_text_analysis,
nice_as_my_universe, and nice_as_kpi multidimensional databases on the Data Mart Server.
The following sections apply to all servers used for NICE Perform databases:
• About Windows (NT) Authentication (see page 19)
• Setting up the Microsoft SQL Server (see page 23)
About Windows (NT) Authentication

The NICE Perform Database Suite supports both SQL Authentication and Windows (NT)
Authentication. However, due to its superior security features, it is highly recommended to use
Windows Authentication.
NOTE: To successfully install the NICE Perform system, it is critical that you set up
Windows Authentication properly. For full details, see the Windows Authentication for
NICE Perform guide.
You will come across Windows Authentication configurations and definitions throughout
the entire NICE Perform installation. It is therefore recommended that you are familiar
with the procedures and contents of that guide before beginning to install the databases.
IMPORTANT
If your site includes any of the multidimensional databases, you must use Windows
Authentication for all servers.

When using Windows Authentication, you must first create domain user accounts for the
following domain users (also called NT Users or Operating System Users):
• Domain user account for NICE services
• Domain user account for SQL services
IMPORTANT
• Both domain user accounts must belong to the same domain.
• You must create these domain user accounts and assign all necessary configurations
before you install Microsoft SQL Server 2005/2008 or the NICE Perform databases.
• To create the domain users and/or assign the privileges required by NICE Systems, refer to
Appendix F, Creating Domain Users and Updating Privileges on page 213.
• The domain users must have full local administrator privileges.

Domain User Account for NICE Services

The domain user account for NICE Services is used to run all NICE services on the NICE Perform
Applications Server. It allows the NICE services to log on to the operating system and also to
allow the NICE services to interact with the NICE Perform Database Server.
To be sure the domain user for NICE Services is configured correctly, after installing the NICE
Applications, verify that the name of the domain and the domain user appear in the Log On As
column for each NICE service (see Figure 1-1).
Figure 1-1 Services Window - Applications Server
Log On As
Column
NICE Domain and

Services Domain User Account

Domain User Account for SQL Services

The domain user account for SQL Services is used to run the relevant SQL services and the SQL
Server Agent on the NICE Perform Database Server. It allows these services to log on to the
operating system, to access operating system resources, and in some configurations to access
remote resources.
To be sure the domain user for SQL Services is configured correctly, after installing the NICE
Database Suite, verify that the name of the domain and the domain user appear in the Log On As
column for the relevant SQL services (see Figure 1-2).
Figure 1-2 Services Window - Database Server
Log On As
Column
SQL Domain and

Services Domain User Account

Reindex Job
Setting up the Microsoft SQL Server

Although the default database for NICE Perform is Microsoft SQL Server 2008, all NICE Perform
databases run on both Microsoft SQL Server 2005 and SQL Server 2008; SQL Server 2000 is not
supported. You must, of course, install (or upgrade) the SQL Server before you can install the
NICE Perform databases.
For detailed SQL Server installation and configuration procedures, as well as other related
information, refer to the Microsoft SQL 2005 for NICE Perform or the Microsoft SQL 2008 for
NICE Perform guide.
Reindex Job
IMPORTANT
While the Reindex Table job is running, the NICE Perform Database Suite does not archive new
calls. Read the following section carefully.
The NICE Perform Database installation program automatically creates an SQL Server Agent job
called Reindex. This job is critical for maintaining proper system performance.
Since the NICE Perform Database Suite does not archive calls while the Reindex job is running,
the job is defined by default to run every Sunday morning at 02:00 (2 am), when activity at most
sites is quiet. If the default time is not suitable for the needs of your site, you must define a
different, more convenient time.
IMPORTANT
It is recommended to run the Reindex Table job once every week. To run the job less often will
have adverse effects on your system’s performance; you should not define the job to run less
than once a month.
If your site is in continuous use with no opportunity to run the Reindex Table job,
contact NICE Systems Customer Services.
NOTE: The running time of the Reindex Table job depends on both the size and amount
of activity on the site, and therefore varies from site to site.
To change the time the Reindex Table job is scheduled to run, see Appendix G, Scheduling the
ReIndex Job on page 227.
Calculating Database Size

NICE Systems provides an Excel spreadsheet named DatabaseSizeCalculator.xls that enables
you to determine the space required for each database in the NICE Perform Database Suite.

Language Settings
Language Settings
All NICE Perform servers must run on an English-language operating system. Workstations
(clients) may run on an English-language operating system or on any localized language approved
by NICE Systems.
Microsoft SQL Server Analysis Services

Before installing the NICE Perform multidimensional databases, you must first enable the SQL
Server 2005/2008 Analysis Services.
The NICE Perform multidimensional databases are required for the NICE Perform’s Interactions
Analytics feature as well as for the My Universe application.
You enable the SQL Analysis Services while installing SQL Server 2005/2008 using either the
NICE SQL Auto Setup or the standard manual installation. For full details refer to the Microsoft
SQL 2005 for NICE Perform or the Microsoft SQL 2008 for NICE Perform Guide.
In addition, you can also enable the SQL Analysis Services by defining the Start Mode of the SQL
Server Analysis Services service as Automatic (see Appendix E, Enabling Microsoft SQL
Server 2008/2008 R2 Analysis Services on page 207).
Only after enabling the SQL Analysis Services can you install the nice_as_kpi,
nice_as_text_analysis, and nice_as_my_universe databases on the SQL Analysis Services.
NOTE: You can install only one SQL Server 2005/2008 Analysis Services database on
one Server.
Multidimensional Databases
The nice_as_kpi, nice_as_text_analysis, and nice_as_my_universe databases are installed
on the SQL Server Analysis Services and are used in conjunction with the NICE Perform
ClearSight and My Universe applications. The multidimensional database cubes provides analytic
capabilities.
The multidimensional databases are the only databases that run on the SQL Server Analysis
Services
NOTE: The nice_as_kpi, nice_as_text_analysis and nice_as_my_universe
databases are the only databases in the NICE Perform Database Suite that are
multidimensional; all other databases are relational databases.

Enabling Display of NICE System Information in System Administrator
Data Mart Server

To improve system performance, especially in systems with very large databases, you install the
multidimensional databases together with the nice_as_kpi, nice_as_text_analysis, and
nice_as_my_universe databases on a dedicated server, called the Data Mart Server.
Therefore, in sites that include both the Database Server and the Data Mart Server, you must run
the NICE SQL Auto Setup twice, once on the Database Server, and once on the Data Mart Server.
However, you enable Analysis Services only on the Data Mart Server.
IMPORTANT
You must install NICE Reporter and the Data Mart Server on the same computer. You also
enable SQL Analysis Services and install the multidimensional databases on the this computer.
The installation of the nice_as_text_analysis database includes cubes for use with the following
languages:
• English
• French
• Spanish
Enabling Display of NICE System Information in System

Administrator
The NICE Perform System Administrator includes a summary page that displays system
information for each NICE Perform component. In order to display the information pertaining to
the NICE databases, you must change the DCOM and WMI security settings for each computer on
which NICE databases are installed. For details, see Appendix H, Enabling Summary Page
Display of NICE System Information on page 231.

2
Quick Start
Before beginning the procedures listed below, review the Introduction.

NOTE: The quick start workflow is intended to give a comprehensive overall picture of
the entire database installation and to enable you to keep track of your progress.
However, it is not a substitute for using this manual. The procedures in this manual give
not only detailed instructions, but also contain important information, notes, and
warnings. Failure to adhere to these instructions may cause the entire installation to fail!
No Procedure Comments Refer to...
1 If necessary, set up Recommended for all Release Windows

the Domain User 3.2 installations; required if you Authentication for
Accounts required for install the SQL Analysis NICE Perform Guide
using Windows Services.
Authentication.
2 Install Microsoft SQL Recommended to use the Microsoft SQL 2008

Server 2008 or SQL NICE Auto Setup. Must use for NICE Perform
Server 2005. Analysis Services if installing Guide
multidimensional databases. - or -
Microsoft SQL 2005
for NICE Perform
Guide
Chapter 2: Quick Start 27

Install the NICE Perform Release 3.2 Database Suite according to one of the
following scenarios:
• Distributed Deployment with Multidimensional Databases (for Interaction
Analytics) - see step 3A on page 28.
• Distributed Deployment with Relational Databases only - (Windows
Authentication) - see step 3B on page 30.
• Distributed Deployment with Relational Databases only - (SQL
Authentication) - see step 3C on page 32.
• Unified Server Deployment with Multidimensional Databases (for
Interaction Analytics) - see step 3D on page 34.
• Unified Server Deployment with Relational Databases only - (Windows
Authentication) - see step 3E on page 35.
• Unified Server Deployment with Relational Databases only - (SQL
Authentication) - see step 3F on page 36.
3A Distributed Deployment with Multidimensional Databases

(for Interaction Analytics)
NOTE:
• These procedures apply to the most common configuration; some sites may use
different configurations.
• Before beginning read carefully the “Important” on page 49.
1. Select database On Database Server select: Figure 3-3 on page 43

type. • Relational Databases
On Data Mart Server select:
• Relational Databases
• Multidimensional
Databases
2. Select Windows Required for Interaction Figure 3-4 on page 44

Authentication. Analytics.
3. Enter the Domain Use syntax: Figure 3-5 on page 45

User Account for Domain Account\User Account
the NICE Services
and for the SQL
Services.
4. Select Select one of the following: Figure 3-9 on page 48

environment. • Enterprise
• Compliance
• Compliance Hybrid

5. Select the Select all relational databases Figure 3-10

relational except for: on page 49
databases you • nice_dw
install on the
Database Server. • nice_reporter
6. Install relational You can define the size of each Figure 3-12
databases on the individual database. on page 51
Database Server.
7. Repeat steps 1 to
4 above for the
Data Mart Server.
8. Select the Select: Figure 3-14

relational • nice_dw on page 52
databases you
install on the Data • nice_reporter
Mart Server.
Data Mart Server.
10. Select the Install on Data Mart Server:

multidimensional • nice_as_kpi
databases you
install on the Data • nice_as_my_universe
Mart Server. • nice_as_text_analysis
11. Install the You can define the size of each

multidimensional individual database.
databases on the
Data Mart Server.
12. Continue with step 4 on page 37.

3B Distributed Deployment with Relational Databases only -

(Windows Authentication)
NOTE:

2. Select Windows Figure 3-4 on page 44

Authentication.

the NICE Services
and for the SQL
Services.

• Compliance

databases you • nice_dw
install on
Database Server.
4 above for the
Data Mart Server.
8. Select the Select: Figure 3-10

relational • nice_dw on page 49
databases to
install on Data • nice_reporter
Mart Server.

databases on individual database. on page 51
Data Mart Server.

3C Distributed Deployment with Relational Databases only -

(SQL Authentication)
NOTE:

2. Select SQL In a domain environment you Figure 3-6 on page 46

Authentication. must define a password in
accordance with the security
policy of that domain account.

• Compliance

databases to • nice_dw
install on the
Database Server.
3 above for the
Data Mart Server
7. Select relational Select: Figure 3-10

databases to • nice_dw on page 49
install on Data
Mart Server. • nice_reporter

databases on individual database. on page 51
Data Mart Server.

3D Unified Server Deployment with Multidimensional Databases

(for Interaction Analytics)
NOTE:
1. Select database Select: Figure 3-3 on page 43

• Multidimensional
Databases
2. Select Windows Required for Interaction Figure 3-4 on page 44

Authentication. Analytics.

the NICE Services
and for the SQL
Services.

• Compliance
5. Select relational Select all relational databases, Figure 3-10

databases to including nice_dw and on page 49
install. nice_reporter.
databases. individual database. on page 51
7. Select Install: Figure 3-14

multidimensional • nice_as_kpi on page 52
databases to
install. • nice_as_my_universe
• nice_as_text_analysis
8. Install You can define the size of each Figure 3-15

multidimensional individual database. on page 53
databases.

3E Unified Server Deployment with Relational Databases only -

(Windows Authentication)
NOTE:

2. Select Windows Figure 3-4 on page 44

Authentication.

the NICE Services
and for the SQL
Services.

• Compliance
5. Select relational Select all relational databases. Figure 3-10

databases to on page 49
install.

3F Unified Server Deployment with Relational Databases only -

(SQL Authentication)
NOTE:

2. Select SQL In a domain environment you Figure 3-6 on page 46

Authentication. must define a password in
accordance with the security
policy of that domain account.

• Compliance
4. Select relational Select all relational databases. Figure 3-10

databases to on page 49
install.

4 If necessary, configure Needed for evaluations when Configuring

Kerberos Delegations. using Windows Authentication Kerberos Delegation
in a Multi Data Hub on page 189
environment, or in a Distributed
environment in which there are
two or more NICE Perform
databases.
5 Install the NICE In a Distributed deployment NICE Perform

Perform Applications install on the NICE Perform Applications Suite
Suite. Applications Server. Installation Guide
6 Configure the Defining Database

relational databases Servers on page 57
on the System
Administrator.
7 Configure the Data Configuring the Data

Mart Server. Mart Server
on page 81
8 Configure the Applies only to systems using Configuring the

multidimensional the Analysis Services. Multidimensional
databases in the Databases in the
System Administrator. System
Administrator
on page 110
9 Verify connection to Applies only to systems using Verifying Connection

the multidimensional the Analysis Services. to the
databases. Multidimensional
Databases
on page 116

3
Installing the NICE Perform Database
Suite
This chapter describes the procedures for installing the NICE Perform Database Suite on the NICE
Perform Database Server.
Contents
About the NICE Perform Database Suite...................................................................... 40

Installing the NICE Perform Database Suite Software ................................................ 41
Defining Kerberos Delegation ....................................................................................... 55
Chapter 3: Installing the NICE Perform Database Suite 39

About the NICE Perform Database Suite
About the NICE Perform Database Suite

The NICE Perform Database Suite installation program installs the databases required in all
configurations of NICE Perform Release 3.2.
The NICE Perform Database Suite installation program installs the following relational databases:
• nice_admin
• nice_audit
• nice_ca
• nice-crypto
• nice_cti_analysis
• nice_dw
• nice_ib
• nice_interactions
• nice_pbs_data
• nice_qa
• nice_reporter
• nice_rule
• nice_screen_sense
• nice_storage_center
In addition, the NICE Perform Database Suite installation program installs the following
multidimensional databases:
• nice_as_kpi
• nice_as_text_analysis
• nice_as_my_universe
NOTE: For a description of each of the above databases, see Database Names and
Descriptions on page 17.

Installing the NICE Perform Database Suite Software
IMPORTANT
You must install the latest NICE Perform Database Suite Update Pack on the Database Server
and the Data Mart Server (if installed) after all the NICE Perform components are installed and
configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.
It is recommended to copy the NICE Perform Database Suite software from the NICE Perform
Database Suite Installation DVD to the Database Server and/or Data Mart Server and run it locally.
To install the NICE Perform Database Suite:

1. Insert the NICE Perform Release 3.2 Standard Software Package DVD in the DVD-ROM
drive.
2. Copy the Database Suite NICE Perform 3.2\Database 9.10.6.xxx folder to a convenient
place on your hard disk.
3. Navigate to the Database Suite NICE Perform 3.2\Database 9.10.6.xxx folder on your
hard disk and double-click DBSetup.msi.
The NICE Perform Database Suite Setup Wizard starts.
Figure 3-1 NICE Perform Database Suite Welcome Window
4. Click Next.
The Select Installation Folder window appears.

Figure 3-2 Select Installation Folder window
5. It is recommended to install the database on the D:\ drive; in the Folder field, change the drive
to D:\. If you want to install the database in any other folder, click Browse, and navigate to the
desired folder.
6. Click Next.
The installation program installs the files.
7. Upon completion, the Type of Database Installation window appears.

Figure 3-3 Type of Database Installation Window
8. To install both the relational and multidimensional databases on this server, select both SQL
Relational Databases and Multidimensional Databases and click Next.
-or-
• To install only relational databases on this server, select SQL Relational Databases and
click Next.
• To install only multidimensional databases on this server, select Multidimensional
Databases and continue with step 24 on page 51.
IMPORTANT
The SQL Server Analysis Services must be enabled in order to install the multidimensional
databases. For details, see Microsoft SQL Server 2005 for NICE Perform. or the Microsoft SQL
Server 2008 for NICE Perform Guide.
9. Click Next.
The SQL Server Connection Properties window appears.

Figure 3-4 SQL Server Connection Properties Window
10. In the Hostname/IP address field, enter the computer name or the IP address.
NOTE: If your site uses multi SQL instances, DO NOT use the (local) that appears by
default.
11. If you are using Windows Authentication, select Windows (NT) Authentication and
continue with step 12.
IMPORTANT
In order to use NICE Perform interaction Analytics, you must use Windows Authentication.
If you are using SQL Authentication, select SQL Server Authentication and continue with
step 13.
12. For Windows Authentication:
a. When you select Windows (NT) Authentication, your system uses domain users to
access the SQL Server. Therefore the Connect Using fields are disabled. Click Next.

b. Verify that NT Authentication is selected and enter the Windows logins as follows (for
more details regarding Windows Authentication, see About Windows (NT)
Authentication on page 19):
User The name of the domain account and the domain user account
on the Applications Server for whom you assigned “Log On As”
privileges for the Nice Services.
System Administrator The name of the domain account and the domain user account
on the Database Server for whom you assigned “Log On As”
privileges for the SQL Services.
IMPORTANT: You must enter the same Windows login user
name that you defined when installing the SQL Server.
IMPORTANT
Use only the following syntax:
dddd\uuuu
in which “dddd” is the name of the domain account and “uuuu” is the name of the domain user
account (Windows login).
NOTE: In certain hardened environments it may be necessary to create a domain user

with SQL “sysadmin” role privileges. See the Windows Authentication for NICE Perform
guide for further details.
c. Click Next and continue with step 14.

13. For SQL Authentication:

a. If you selected SQL Server Authentication, the default SQL instance appears in the
Server field. If you want to connect to an instance other than the default instance, type the
instance name in the Server field.
NOTE: To define an SQL instance other than the default instance, use either the local
host or the local server name using the following syntax:
(name)\nnnn
in which “nnnn” is the instance name.
b. Type your password in the Password field, and click Next.
NOTE: By default, the sa User password is blank. It is highly recommended to define

a unique sa User password for your site. However, if you did not define a unique sa
User password, leave the Password field blank.

c. Select SQL Authentication.

The User and System Administrator fields are disabled.
d. Click Next.
You are prompted to confirm that you indeed want to use SQL Authentication.
Figure 3-8 Prompt Window
e. To continue the database installation using SQL Authentication, click Yes.

14. The NICE Applications Suite window appears.

Figure 3-9 NICE Applications Suite Window
15. From Choose the Applications Suite drop-down list, select one of the following:
Enterprise Configures the relevant databases to be compatible with

Enterprise (Contact Center) environments.
Compliance Configures the relevant databases to be compatible with
Compliance Suite (Financial Trading Floor) environments.
Compliance Hybrid This environment is installed as a Version 8.x upgrade. The
Version 8.x database scheme is retained and the database runs
side by side with the NICE Perform database. The Applications
Suite is compatible to the Compliance Suite environment.
16. Click OK.

The Database Properties window appears.

Figure 3-10 Database Properties Window
IMPORTANT
If the Data Mart is installed on a dedicated server, you must make sure that the nice_dw and
nice_reporter relational databases are installed together with the nice_as_text_analysis,
nice_as_kpi, and nice_as_my_universe multidimensional databases on that dedicated Data
Mart Server. When the Data Mart is installed on a dedicated server, you therefore run the
installation procedures twice:
• You run them once on the Database Server to install the relational databases.
• You then run them on the dedicated Data Mart Server to install the nice_dw and
nice_reporter relational databases and the nice_as_text_analysis, nice_as_kpi, and
nice_as_my_universe multidimensional databases.
In a unified server (“all in one”) deployment, in which all the databases are located on the
database server, or whenever the Data Mart Server resides on the Database Server, you
run the installation procedures only once.

17. If your site is either a Single Data Hub or the Primary Data Hub of a Multi Data Hub
environment, select Single/Primary. Select Secondary only if your site is the Secondary
Data Hub of a Multi Data Hub environment.
18. Enter the path to the Data Files Location and the Log Files Location in the respective
fields. Verify that the databases you want to install are selected in the Database column.
NOTE:
• It is generally recommended to install the data files and the log files on the E:\ and
F:\ drives; install the data files on whichever drive is larger.
• If you have installed an earlier version of the NICE Perform Database Suite, the
installation program automatically detects the existing version and Upgrade
appears instead of Install in the Action column (see Figure 3-10 above). It is
recommended to upgrade the databases to the new version. However, if you do
not want to upgrade one or more databases, clear the corresponding checkbox.
19. Verify that the databases needed for your site are selected.
IMPORTANT
When selecting the databases to install, note the following:
• You must select all the databases, even if the components corresponding to those database
are not installed on your site. If you do not install all the databases, you may experience
configuration or upgrade issues.
• Note however, that in a distributed environment, you install the nice_dw and nice_reporter
databases on the Data Mart Server, and not on the Database Server.
20. If you want to modify the data size or the log size of one or more databases, continue with
step 21. Otherwise, continue with step 22.
21. To change the size of the data file or the log file for any of the databases, in the Database
Properties window:
a. Click the Modify Size button (see Figure 3-10 on page 49).
The Modify Size window appears.
Figure 3-11 Modify Size Window

b. Enter the desired data and/or log size for the selected database.
NOTE: NICE Systems strongly recommends that you define the size of the SQL log
file at least as 20% of the size of the SQL data file.
c. Click OK.
The Database Properties window reappears.
22. Click Next.
The Installation Progress window appears.
Figure 3-12 Installation Progress Window
23. Click Install.

The installation program installs the selected databases on the Database Server.
NOTE: Small databases usually take 10 to 15 minutes to install; large databases
could take several hours.
24. If you only selected SQL Relational Databases in the Type of Databases window above (see
Figure 3-3 on page 43), continue with step 26.
If you selected Multidimensional Databases, continue with step 25.
25. If you selected Multidimensional Databases, the Analysis Services Connection window
appears immediately after the relational databases have been fully installed.

Figure 3-13 Analysis Services Connection Window
a. Enter the computer name or the IP address of the server on which the SQL Analysis
Services is installed and click Next.
The Multidimensional Databases Details window appears.
Figure 3-14 Multidimensional Databases Details Window

IMPORTANT
Use only the following syntax:
dddd\uuuu
in which “dddd” is the name of the domain account and “uuuu” is the name of the domain user
account (Windows login).
b. In the Account field, enter the name of domain account and the domain account user used
by the NICE services for whom you assigned “Log On As” privileges to access the SQL
Analysis Services.
In the DM Name field, enter the computer name or the IP address of the Data Mart Server.
c. Select the databases you want to install on the Analysis Services, and click Next.
The Installation Progress window appears a second time.
Figure 3-15 Installation Progress Window
d. Click Install.
The installation program installs the selected databases on the SQL Analysis Services.
26. Upon completion, the Installation Complete window appears.

Figure 3-16 Installation Complete Window
27. Click Close to complete the database installation.

28. After installing the NICE Perform databases, restart the SQL Server.
IMPORTANT
• After completing the database installation, you must restart the SQL Server.
• Remember to install the latest NICE Perform Database Suite Update Pack on the Database
Server and the Data Mart Server (if installed) after all the NICE Perform components are
installed and configured. The Update Pack must be installed locally. See the NICE Update
Guide for installation details.
• If, for any reason, it should be necessary to uninstall any or all of the databases in the NICE
Perform Database Suite from the Database Server, use only the uninstall procedures
described in Chapter 7, Uninstalling Databases from the Database Suite on page 117.
TIP: After completing the installation, it is recommended to verify that all the
databases you selected in the Databases Properties window (see Figure 3-10
on page 49) appear in the database list in the SQL Server Management Studio.

Defining Kerberos Delegation
Defining Kerberos Delegation

For details, see Appendix C, Configuring Kerberos Delegation on page 189.

4
Defining Database Servers
The first step to configure your system is to define the Database Servers. You must install each
database on an SQL Server prior to defining it in the System Administrator. After all the databases
are defined, create links between the interaction database and the databases that reside on other
servers.
NICE Perform supports the following types of SQL security authentication:
• Windows Authentication - The SQL Server is authenticated using the Windows Login.
• SQL Authentication - The user defines a password when installing the SQL Database Server.
Contents
What is Database Server Configuration? ..................................................................... 58

Which method of SQL Server Authentication is in use? ............................................ 60
Defining a Database Server ........................................................................................... 61
Managing Databases ...................................................................................................... 65
Indexing Reserved Columns ...................................................................................... 66
Changing Column Names - Using Aliases .................................................................67
Activating/Deactivating Data Columns ....................................................................... 69
Added Security for SQL Server Authentication - Changing Passwords..................... 70
Modifying a Database Server Definition ..................................................................... 75
Deleting a Database Server Definition ....................................................................... 75
Scheduling Database Backup ....................................................................................... 76
Chapter 4: Defining Database Servers 57

What is Database Server Configuration?

Your system has several databases. Each database must be configured using the System
Administrator to be identified in the system.
The following is a list of databases that can be part of your system. Some databases are mandatory
and some are acquired as part of different available features.
The following tables list all the databases included in the NICE Perform Database Suite:
Table 4-1: Relational Databases

nice_admin The Administration database. Contains information such as all
user/agent details, administrative settings, and privileges.
Information from the Users Administrator and System
Administrator are stored in this database.
nice_audit Contains a record of actions in the system for use by the Audit
Trail in Business Analyzer. For example, agent login and report
requests.
nice_ca Contains Audio Analysis information. Required for use with
Business Analyzer.
nice_crypto Serves as a repository for encryption keys for the NICE Key
Storage Manager (KSM) application.
nice_cti_analysis Contains information from your switch used by Business
Analyzer and not included in the nice_interactions database.
nice_dw Required for use with Data Mart.
nice_ib Required for use with Playback Organizer.
nice_interactions The Interactions database. Stores identifying information about
each interaction. For example, Start time and agent ID. The
actual recordings are stored on the Loggers. This database must
link to all the other databases for Query searches.
nice_pbs_data Required for use with the Playback Server.
nice_qa Required for use with Coaching and Clips in the Business
Analyzer.
nice_reporter Contains information for the Reporter.
nice_rule Contains information from the Rules Manager.
nice_screen_sense Required for use with ScreenSense.
nice_storage_center Required for use with Storage Center.

Table 4-2: Multidimensional Databases

nice_as_kpi Optional database for use with My Universe.
nice_as_my_universe Required for use with My Universe.
nice_as_text_analysis Required for use with ClearSight.

Which method of SQL Server Authentication is in use?
Which method of SQL Server Authentication is in use?

Before you being defining a Database server, determine with which method of SQL security
authentication is used in your system.
NICE Perform supports the following types of SQL security authentication:
• Windows Authentication - The SQL Server is authenticated using the Windows Login.
• SQL Authentication - The user defines a password when installing the SQL Database Server.
To determine which authentication method is in use:

• In the Organization tree, select the Database Servers branch.
The Authentication Mode is displayed above the Database Server Name. It is disabled and is
for informative purposes only. The authentication method is determined during SQL Server
setup. However, the SQL Management Studio enables you to switch between SQL and
Windows Authentication even after installing the SQL Server. For details see the SQL Server
for NICE Perform Guide.

Defining a Database Server
To define the Database Server:

1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System
Administrator.
Figure 4-1 System Administrator
To add components in the System Administrator, you must work in Technician Mode.
2. From the Settings menu, select Technician Mode.
Figure 4-2 Technician Mode
3. In the Organization tree, select the Database Servers branch.

Figure 4-3 System Administrator, Database Servers Branch
4. From the Actions menu, select New Database Server. The Add Database Server Wizard
starts.

Figure 4-4 SQL Server Add Wizard
For SQL authentication,

the Security Settings area
is enabled
5. Enter the Database Server Name and the Host Name of the computer on which the
database is installed. In a multi-instance environment, enter also the SQL instance name using
the following syntax:
<host name>\<instance name>
6. For environments with Windows (NT) authentication, the Windows Login ID is used. You do
not have to supply a password.
-or-
For environments with SQL authentication, in the Security Settings area, enter the nicesa
password and the nice password of the SQL server.
7. Click OK.
The General tab of the Database Server details appears.

Figure 4-5 Database Server - General Tab
8. Select the databases that reside on this server.
9. Click Save .
The database sizes are shown.

Figure 4-6 Database Server - General Tab
10. For additional Database customization options, see Managing Databases on page 65.

Managing Databases
Managing Databases
Once the databases are installed and defined, you can do the following optional customizations to
enhance your system’s performance:
• Create Business Data fields with customized information. For example, customer account
number. See Business Data - Additional CTI Data Fields in the NICE Perform System
Administrator’s Guide.
• Increase speed when using customized columns as search criteria. See Indexing Reserved
Columns on page 66.
• Customize the column headings in other applications. See Changing Column Names - Using
Aliases on page 67.
• Lock/unlock data fields throughout the system. See Activating/Deactivating Data Columns
on page 69.
• For environments with SQL authentication, you can change SQL passwords. See Added
Security for SQL Server Authentication - Changing Passwords on page 70.

Managing Databases
Indexing Reserved Columns
NOTE: The system is installed with the indexes ready-for-use. Use this procedure
only when further customization is necessary.
Columns that are queried frequently can be given index values to increase query speed. You can
index any reserved column (both those that you created manually and those provided by the
system).
To index a reserved column:

1. In the Organization tree, select the Database Server on which the nice_interactions database is
installed and click the Reserved tab.
2. Select the required column and click Indexes. The Index Wizard starts.

Managing Databases
a. Click New. The New Index area is enabled.
b. Enter an Index Name and select the desired columns for that index.
TIP: The order of the columns affects the efficiency of the index. Use the Down and Up
buttons to prioritize selected columns.
c. To save this index entry and create another one, click Save and repeat Step b.
-or-
To save this index and close this window, click OK.
3. In the Database Details area, click Save .
Changing Column Names - Using Aliases
NOTE: The system is installed with Alias Column Names ready-for-use. Use this
procedure only when further customization is necessary.
All documentation refers to the predefined column names. You can change the names of any
column as needed.
Each column can be identified by two different names:
• A user-friendly column name that is predefined in the system. It is called the Alias Column
Name. You can customize this name as needed.
• An internal column name which is a combination of the table name and data name. This name
cannot be changed.

Managing Databases
Each database contains several tables with numerous fields (columns). To identify a column in
other applications such as the Business Analyzer or Playback Organizer, Rules Manager, and
Users Administrator, you would need to know the combination of its database, table name, and
internal column name. Internal column names are often duplicated between tables to unite bits of
information. The System Administrator comes with user-friendly column names for each field.
These user-friendly column names are known as Alias Column Names. Alias Column Names
appear as column headings in the Business Analyzer or Playback Organizer and wherever data
must be accessed directly by the user. You can customize the Alias Column Names by accessing
the Administrator database. The Columns tab is active for the Administration database only.
EXAMPLE:
Locate iAgentId in the Column Name column and define its Alias Column Name as
Agent ID. You will now see Agent ID wherever this field appears, such as in the Business
Analyzer or Playback Organizer and the Rules Manager.
To rename a Column:
1. In the Organization tree, select the Database Server on which the nice_admin database is
installed and click the Columns tab.
The Column Details appear.
2. Click a heading to sort the table and locate a column.

3. Enter your new, custom Alias Column Name over the previous one. Spaces and special
symbols are allowed. This field cannot be named “name” (the Alias “name” is already in
use by the system).
4. Click Save .
The new Alias Column Name will appear in other applications such as in the column
headings of the Business Analyzer, Monitor, and Playback Organizer.
NOTE: In order for the columns to appear in the Business Analyzer, Monitor, and Playback
Organizer, they must also be selected in the relevant places in each application.

Managing Databases
Activating/Deactivating Data Columns
NOTE: The system is installed with the data fields ready-for-use. Use this procedure
only when further customization is necessary.
Each data field can be activated or deactivated separately for viewing, editing, and querying
ability. Activating and deactivating data columns is done by accessing the Administrator database.
The Columns tab is only accessible for the Administration database.
To view/edit/query a data column in other applications,
• The user must be given privileges to view/edit/query the data via the Users Administrator.
• The column must be appropriately selected in the application. For example, in the Business
Analyzer and Playback Organizer, you display columns using the Preferences window.
To activate/deactivate data columns:

1. In the Organization tree, select the database server that includes the Administration database
and click the Columns tab.
2. Use the horizontal scroll bar to display the Viewable, Editable, and Queriable columns:
3. To allow view, edit, and query privileges to be granted for a column, select the appropriate
Viewable, Editable, and Queriable checkboxes.
4. Click Save .

Managing Databases
Added Security for SQL Server Authentication - Changing Passwords
IMPORTANT
This section is relevant only for systems using SQL authentication. See Which method of SQL
Server Authentication is in use? on page 60.
As a measure of added security, NICE Perform provides you with the ability to change the
passwords for your SQL server. There are two different levels of passwords.
nice sa login password - this password is of very high level and is for all SQL servers, at all sites.
In a Multi Data Hub environment, changing this password at one site automatically changes it for
all sites, provided that the System Administrator is running at the master site and at each secondary
site.
nice login password - this password can be changed separately for each SQL server. It is used to
access SQL database information.
These passwords are used internally. Changing them from time to time adds security to your
system. Both passwords are saved in each SQL server.
To change the nice sa login password, continue with Changing the nice sa Login Password
on page 70.
To change a nice login password for an individual SQL server, continue with Changing a NICE
Login Password for an Individual SQL Server on page 71.
Changing the nice sa Login Password

Use this procedure for sites using SQL Server authentication. See Which method of SQL
The nice sa login password is used internally to access all SQL servers. The nice sa login password
is stored on each SQL server. The nice sa login password must be identical for all SQL servers
defined at your site. In a Multi Data Hub environment, the nice sa login password must be
identical for all SQL servers at all sites.
Changing the nice sa login password requires only one procedure. In a Multi Data Hub
environment, changing this password at one site automatically changes it across all sites.
IMPORTANT
• The nice sa password is identical for all SQL servers defined at your site. In a Multi Data
Hub environment, the nice sa login password is identical for all SQL servers at all sites.
• If you change the nice sa login password, save it in a safe place. If you add additional SQL
servers, or define another site, you will need to use this same nice sa login password.
To change the nice sa login password:

1. In a Multi Data Hub environment, remove all subscribers from replication. See Removing
Subscribers from Replication on page 73. Then return to this procedure.

Managing Databases
2. In the Organization tree, select the Database Servers branch.
2. Select SQL Server Security
1. Select the Database

Servers branch
3. From the Actions menu, select SQL Server Security. The SQL Server Security window for
nice sa Login appears.
4. Enter the new NICE sa Password (twice). Maximum password length is 14.
-or-
To use a blank password, select Blank Password.
IMPORTANT
Leaving the Password field empty is not the same as a blank password. If you want the
password to be all blanks, select the Blank Password checkbox!
5. Click OK.
The nice sa password is changed for all SQL servers defined across all sites of your NICE
Perform system.
6. Restart the System Administrator service.
7. In a Multi Data Hub environment, resubscribe the servers.
Changing a NICE Login Password for an Individual SQL Server

Use this procedure for sites using SQL Server authentication. See Which method of SQL

Managing Databases
IMPORTANT
At the end of this procedure, you will be instructed to recreate the links between the sites
in the Data Mart! This is relevant for both single-site and for Multi Data Hub environments.
Each SQL server has its own nice login password. This is in addition to the nice sa login password.
It is used internally to access the SQL server. Changing the passwords of SQL servers where your
databases reside provides additional security to your system and data.
To change an SQL server password:

1. In the Organization tree, select the Database Servers branch and then select a Server.
2. Select SQL Server Security
1. Select a Server
2. From the Actions menu, select SQL Server Security. The SQL Server Security window for
Nice Login appears.

Managing Databases
3. Enter the new NICE Password (twice). Maximum password length is 14.
-or-
To use a blank password, select Blank Password.
IMPORTANT
Leaving the Password field empty is not the same as a blank password. If you want the
password to be all blanks, select the Blank Password checkbox!
4. Click OK.
5. In the Organization tree, expand the Data Mart branch, select the Data Mart and then click the
Sites tab. In a Multi Data Hub environment, do this on the Master Site only.
6. One at a time, select a site and click Recreate Links.

7. Restart the System Administrator service.
8. If Content Analysis or Screen Content Analysis services are installed, restart them now.
Removing Subscribers from Replication

Use this procedure for a Multi Data Hub environment with SQL Server authentication. When
changing the nice sa password for SQL server security, it is necessary to remove the Subscribers
from Replication.
NOTE: The Replication tab accessed in this procedure is active only on the Master
site and only for the Administrative database.

Managing Databases
To remove Subscribers from Replication:

1. On the Master site, expand the Master site branch and select the database server where the
Administrative database (nice_admin) is installed. Click the Replication tab.
2. Click . The Replication Remove Wizard appears.

Managing Databases
3. Select the servers where the password will be changed and click Uninstall. A message
window appears.
4. Click OK.
5. Return to Changing the nice sa Login Password on page 70.
Modifying a Database Server Definition

You can modify a database server definition using similar procedures as when you defined it.
To modify a Database Server definition:

1. In the Organization tree, select the Database Servers branch and then select a Server.
2. Modify the relevant fields. For details of available parameters, see Defining a Database
Server on page 61.
3. Click Save .
Deleting a Database Server Definition
WARNING
Uninstalling a component without deleting its definition can cause your NICE system to
malfunction.
Uninstalling a database server does not automatically remove its definition from your site. You
must delete the database server’s definition using the System Administrator.
It is recommended that you do this procedure before uninstalling the Database server so that you
do not temporarily leave invalid paths in your site configuration.
To delete a Database Server definition:

1. In the Organization tree, select the Database Servers branch and then select a server.
2. Click Delete .

Scheduling Database Backup

As part of the database installation process, SQL backup jobs are created and scheduled to run on a
regular basis. All files are backed up to an external tape (this is the default) or to a location on your
network. The backup jobs run as follows:
• NICE Full Backup - Backs up the complete database to a backup file. By default, this job is
scheduled to run every Saturday at 12:00 PM.
• NICE Differential Backup - Backs up the delta since the last Full backup. By default, this job
is scheduled to run every day, except Saturday, at 12:00 PM. Every time the job runs, the delta
from the last Full backup is appended to the backup file.
• NICE Log Backup (site specific): If your site includes Key Storage Management, data is
stored in the nice_crypto database. The nice_crypto database is set to full recovery mode with
a transaction log. The NICE Log Backup job backs up the nice_crypto database’s transaction
log. By default, this job is scheduled to run every hour.
You can modify the backup schedules or change the backup location to your network.
Guidelines for Changing a Backup Location
If you want to change the backup location to a remote destination on the network, follow these
guidelines:
• The location can be a local drive, however if the server fails, the backup file will be lost and
the database cannot be restored. Therefore we recommend choosing a remote destination on
the network.
• When defining a remote destination on the network, the location path must follow UNC
conventions. Type the full path to the location. Do not use a mapped drive.
• The SQL Server and the SQL Server Agent Service must have read/write privileges to the
remote destination. In a domain environment, the SQL Server service must run under a
domain user account with proper access privileges to the remote destination. To verify that the
SQL Server has proper access privileges, run the test in the Backup Destination window.
To modify backup schedules or location:

1. In the Database Servers branch, select a database. Then click the Backup tab. The Database
Backup Jobs appear.

Figure 4-7 Backup Tab
2. To change a backup job schedule, select a backup job and click Edit Schedule .
Figure 4-8 Backup Schedule Window
Mark the day(s) and specify the time for the backup to run. Then click .
3. To change the destination of the backup files, select a backup job and click Edit Job
Destination . The Backup Destination window appears.
Figure 4-9 Backup Destination Window
a. Select Disk/Network.

b. In the Location area, type the full path for the backup files. The location must be
accessible by the user running the SQL Server service.
c. If you are backing up to a remote destination, test the path: In the Test area, type the Login
ID and Password for the SQL server and click .
d. Click .
4. Click Save .
Guidelines for Restoring a Database

When restoring a database, follow these guidelines:
• Restore two jobs from the backup file - the Full Backup job and the last Differential Backup
job.
• The Full Backup job must be restored first.
EXAMPLE:
You want to restore the nice_admin database.
One Full Backup and two Differential Backup jobs ran.
1. In the Enterprise Manager, open the Restore database window.
2. Mark the Full Backup job and the last Differential Backup job.
3. In the First backup to restore field, choose the Full Backup job.
Restore the Full Backup first
Full Backup job
Last Differential Backup job

Running or Stopping a Database Backup Job

Database backup jobs are prescheduled to run at set intervals. You can run a backup job on a
one-time basis at any time, or you can cancel a backup job that is currently running.
You can also disable a schedule to prevent the backup job from running at its prescheduled time.
To run or disable a database backup job:

1. In the Database Servers branch, select a database. Then click the Backup tab. The Database
Backup Jobs appear.
Figure 4-10 Backup Tab
2. To run a backup job, select a backup job and click Start Job . The backup job begins
running. When the job is complete, its final status appears in the Last Run Outcome column.
3. To stop a backup job that is currently running, select the backup job and click Stop Job .
To disable a backup job’s schedule, select a backup job and click . The backup
job will not run again until it is enabled.
4. To enable a backup job’s schedule, select a backup job and click . The backup
job will run according to its next scheduled time.

5
Configuring the Data Mart Server
The NICE Perform Data Mart provides a robust, open access interface to information contained in
the NICE Perform system without any concern over potential impacts on real-time performance.
The NICE Perform system enables organizations to capture, analyze and act on insights gained
from the full range of customer interactions. The NICE Perform Data Mart serves as a centralized
repository for this information, providing a single, unified data source for reporting and data
access.
In an environment with more than one Data Hub (a Multi Data Hub environment), one Data Mart
is configured on the Primary Data Hub for the entire organization. It consolidates data from the
individual Data Hubs’ local databases. Since data from all the Data Hubs are stored in one central
database, users can run queries and reports that span all the Data Hubs. This provides users with
valuable information as they can analyze and compare data across the organization. This approach
allows a unified view of information across the entire operation from any NICE Perform
workstation, and it allows personnel from one Data Hub to see what is going on at another.
IMPORTANT
In a Multi Data Hub environment, the Data Mart must be installed at the Primary Data Hub, and
never on the Secondary Data Hub.
Data Mart is required wherever My Universe or Reporter are installed.

Since the Data Mart is a central repository of NICE database tables, see the Databases Installation
Guide for troubleshooting procedures.
Contents
What is the Data Mart? ................................................................................................... 82

Building the Data Mart.................................................................................................... 87
Customizing Schedules ................................................................................................. 96
Monitoring SQL Jobs ...................................................................................................102
Viewing Synchronization Details ................................................................................104
What are the Data Mart Domains? ..............................................................................106
Chapter 5: Configuring the Data Mart Server 81

What is the Data Mart?

The Data Mart is a central repository of NICE database tables. It is a read-only database which is
populated with data from specific NICE databases.
The Data Mart is a central repository of NICE database tables. It is a read-only database which is
populated with data from specific NICE databases.
The NICE Perform Data Mart automatically retrieves information from individual Data Hubs.
Data is structured into ‘domains’ corresponding to the various localized data sources in the NICE
Perform system. Once information is transferred into a data mart domain it is available for
reporting and retrieval by other systems.
When you build the Data Mart, you create domains to correspond with the databases that will store
their data in the Data Mart. Then you create links between the databases and their corresponding
domains. When an SQL job runs, the domains are populated with data from the corresponding
databases.
The Data Mart does not require a software installation. Building a Data Mart requires
configuration procedures in the System Administrator application to specific databases. The Data
Mart is built on the same host as all the NICE databases, or a separate, dedicated server.
Instructions for building the Data Mart are provided in this guide.
TIP: To avoid unnecessary workload on the Data Mart, we recommend that you install
only the domains that are required for the Applications or Reporter packages at the
Data Hub.
The Administration domain must always be installed.
See Install the NICE Domains on page 90 for details.
In a Multi Data Hub environment, you must select which databases in each Data Hub should be
linked to the corresponding domains in the Data Mart. See Architecture for Multi Data Hubs
on page 85.
The Data Mart has three default schedules, as follows:
• Population Schedule: Determines when the domains in the Data Mart are populated with data
from the NICE databases. The default is every hour between 5:00 AM and 11:00 PM.
• Retention schedule: Determines when data which passed the Retention period is deleted. The
default is once a day at 1:00 AM.
The value for the Retention period states how long the data must remain in the Data Mart. The
default is 18 months.
• Reindex Schedule: Determines when the Data Mart rebuilds indexes for each domain. The
default is every Saturday at 2:00 AM.
You can modify a default schedule or create a new schedule for a specific domain via the System
Administrator application. See Customizing Schedules on page 96.

Workflow
When you build the Data Mart, you must follow these steps:
1. Verify that the nice_dw database resides on one SQL Server. See Verify the Data Mart
Installation on page 87.
2. Define a name for the Data Mart and select the SQL Server where the nice_dw database
resides. See Define the Data Mart on page 88.
3. Install NICE domains in the Data Mart. This builds the structure of the Data Mart. See Install
the NICE Domains on page 90.
4. Determine which databases will be linked to domains in the Data Mart. In a Multi Data Hub
environment, this step must be repeated per Data Hub. Link the Databases to the NICE
Domains on page 92.
5. (optional) To use NICE Perform’s Interaction Analytics feature, My Universe, or KPI, see
Multidimensional Database Configuration for Interactions Analytics and My Universe
on page 264.
Customization Options
After you build the Data Mart, you can customize it as follows:
• Modify SQL job properties. See Define Data Mart Properties on page 94.
• Modify the number of days the Transfer Log is retained. See Define Data Mart Properties
on page 94.
• Determine the displayed user name formats. See Define Data Mart Properties on page 94.
• Determine the SNMP thresholds. See Define Data Mart Properties on page 94.
• Modify a default schedule. See Modifying a Data Mart Schedule on page 97.
• Create a new schedule. See Creating a Customized Schedule on page 99.

Data Mart Installation Guidelines

The Data Mart database (nice_dw) must be installed on an SQL server. For details on installing
databases, see the Database Server Installation Guide.
How much space does the Data Mart require on the SQL server?
NICE provides an Excel spreadsheet named DatabaseSizeCalculator.xls. This file lists the
space requirement for databases at one Data Hub. To determine the required space required for the
Data Mart, multiply the Data Mart value defined in the file by the number of Data Hubs.
Single Data Hub Architecture

In a single Data Hub environment, one Data Mart is configured.
The Data Mart can reside on its own server or on the Database server.
In Data Hubs that include the Reporter, the Reporter database and the Data Mart must be installed
on the same server.
During the configuration of the Data Mart, you must link the databases to their corresponding
domains.
The following schematic displays a representation of Single Data Hub architecture.
Figure 5-1 Single Data Hub Architecture
Applications NICE Databases Data Mart

Server Reporter Database
1 The Applications Server writes information to the NICE databases.
2 The Data Mart is populated with data from the NICE databases at defined
schedules (based on the Population Schedule SQL jobs).
How is Information Transferred?

In a single Data Hub environment, information is transferred as follows:
• When a user runs a report, the Applications Server retrieves information directly from the Data
Mart. This enables the Reporter/My Universe to return results quickly and efficiently.
• When a user runs a Business Analyzer query, the Applications Server queries the NICE
databases - not the Data Mart.
• When a user runs a customized OLAP query (Online Analytic Processing), the system queries
the Data Mart directly.

Architecture for Multi Data Hubs

In an environment consisting of several Data Hubs, only one Data Mart should be installed for the
entire organization. The Data Mart must be installed at the Primary Data Hub.
The Data Mart can reside on its own server or on the Database server.
In Data Hubs that include the Reporter, the Reporter database (for the local Data Hub) and the
Data Mart must be installed on the same server.
In Data Hubs that include Multidimensional databases, the Multidimensional databases and the
Data Mart must be installed on the same server.
The following schematic displays a representation of Multi Data Hubs.
Figure 5-2 Multi Data Hub Architecture
2
Applications NICE Databases Data Mart
Server Reporter
Database
1 1
Applications Applications
Server Server
NICE Databases NICE Databases
1 In each Data Hub, the Applications Server writes information to the NICE
databases.
2 The Data Mart is populated with data from the NICE databases from each Data
Hub at defined schedules (based on the Population Schedule SQL jobs).

How is Information Transferred?

When a user generates a report, the Applications Server retrieves information directly from the
Data Mart. This enables the Reporter to return results from all the Data Hubs so that users can
compare information between Data Hubs. Since all the information is stored in the Data Mart, the
Reporter is not dependent on the network and is not overloading network resources each time a
report runs.
The information in the Data Mart is updated each time the Population Schedule SQL job runs.
Therefore, when a user generates a report, the results display the information reflecting the last
time the Data Mart was updated - not real-time information.

Building the Data Mart

In the Data Hub, build one Data Mart to store data from the NICE databases in one central
database. When defining the Data Mart, you must perform the following steps:
• Verify the Data Mart Installation: Verify that the nice_dw database resides on one SQL
Server.
• Define the Data Mart: Name the Data Mart and select the SQL Server where the nice_dw
database resides.
• Install the NICE Domains: Build the domains in the Data Mart.
• Link the Databases to the NICE Domains: Define which databases in each Data Hub will be
linked to the corresponding domains in the Data Mart.
• Define Data Mart Properties: Define SQL job properties, transfer log properties, SNMP alert
properties and the displayed format of all user names.
Verify the Data Mart Installation

Verify that the nice_dw database resides on the SQL Server.
If the Data Mart is was not installed with the other databases, it will be necessary to run the
Database Setup. For details, see the Database Server Installation Guide.
To verify the Data Mart installation:

Administrator.
To add or edit components in the System Administrator, you must work in Technician Mode.
3. In the Organization tree, expand the Database Servers branch.
4. Select the SQL Server where the Data Mart was installed and verify that the nice_dw
database is selected for that server.
Figure 5-3 Database Servers - Databases in this SQL Server
NOTE: In a Financial Trading Floor environment, the nice_IB database may also be
installed.

Define the Data Mart

Define one instance of the Data Mart in your Data Hub. The Data Mart must be defined on the
same SQL server where the nice_dw database resides.
In a Multi Data Hub environment, the Data Mart must be defined in the Primary Data Hub.
IMPORTANT
After the Data Mart is defined and the domains are installed (see Install the NICE Domains
on page 90), it is strongly recommended that you do not delete the Data Mart database or the
Data Mart definition in System Administrator.
To define the Data Mart:

Administrator.
To add or edit components in the System Administrator, you must work in Technician Mode.
3. In the Organization tree, expand the Primary Data Hub branch and select the Data Marts
branch.
IMPORTANT
In a Multi Data Hub organization, this procedure must be completed using the Primary Data
Hub, not one of the Secondary Data Hubs!
4. From the Actions menu, select New Data Mart. The Add Data Mart Wizard starts.
Figure 5-4 Data Mart Add Wizard
5. Enter a name for the Data Mart.

6. From the Database Server drop-down list, select the Database (SQL) server where the Data
Mart resides.
7. Click OK. The Data Mart name appears below the Data Marts branch in the Organization tree.
The General tab of the Data Mart appears in the Details pane.

Figure 5-5 System Administrator - Data Repository, General Tab

Install the NICE Domains

Determine which NICE domains will be installed in the Data Mart. The Administration domain
must be installed. All other domains are optional.
Install those domains that are required for My Universe and for specific Reporter packages, as
follows:
Application/Package Name Required Domain
My Universe Administration, Interaction, NIF, QM
Quality Optimization Audio Analysis
Reporter: User Admin Package Administration

This domain must always be installed!
Reporter: QM Package QM
Reporter: Coaching Reports QM
Reporter: Feedback (NIF) Package Interaction, NIF, QM
Reporter: Audio Analysis Package Interaction, Audio Analysis
Reporter: ScreenSense Package Interaction, ScreenSense, QM, NIF, CTI
Reporter: CTI Package Interaction, QM, NIF, CTI
Reporter: Interactions Classification Package Interaction, Rule
Reporter: Interaction Playback Requests IB

Package
After the domains are installed, you can:

• Modify their job schedules as needed. See Customizing Schedules on page 96.
• View the complete lists of tables and columns.
To install the domains:

1. From the Data Marts branch, select the defined Data Mart.
2. Click the Domains tab.
Figure 5-6 System Administrator - Data Repository, Domains Tab
3. Click New > NICE Domains. The Install NICE Domains window appears.

Figure 5-7 Install NICE Domains
4. Select the checkboxes for each domain that will be installed in the Data Mart. You must select
the Administration domain.
NOTE: In a Financial Trading Floor environment, the IB domain may also be

installed.
5. Click Install. The domains are installed one by one and the progress bar displays the
installation process.
6. Click Close when the installation is completed. The installed domains appear in the Domains
tab.
Figure 5-8 Installed Domains
IMPORTANT
After the Data Mart is defined and the domains are installed (see Install the NICE Domains
on page 90), it is strongly recommended that you do not delete the Data Mart database or the
Data Mart definition in System Administrator.

Link the Databases to the NICE Domains

Determine which domains should be populated with data from the corresponding databases.
Linking Domains in a Multi Data Hub Environment
In a Multi Data Hub environment, link the databases to their corresponding domains, one Data
Hub at a time.
The Administration and Rules domains can be linked to corresponding databases from one Data
Hub only (usually the Primary Data Hub). After you link these domains to databases in one Data
Hub, the system does not allow you to link the domains to databases in other Data Hubs.
All other domains can be linked to databases from all Data Hubs.
To link the domains to the databases at a Data Hub:

1. From the Data Marts branch, select the defined Data Mart.
2. Click the Sites tab.
Figure 5-9 System Administrator - Data Repository, Sites Tab
3. In the Organization Site Domains area, select a Data Hub.

Select a Data Hub
Select the databases
4. In the Domains area (the bottom area), select the databases that should be linked to the
corresponding Data Mart domains for the selected Data Hub.
5. Repeat this procedure for each Data Hub.
6. Click Save .
After the domains are linked, you can expand a Data Hub to view the domains that will be
populated.
TIP:
• To redefine the links, click Recreate Links and repeat this procedure again.
• If NICE passwords to a database were changed, click Recreate Links and repeat
this procedure again.

Define Data Mart Properties

The Data Mart has default properties which can be customized for your Data Hub, as follows:
Properties You can define:
SQL Job The number of times a job will retry to run after a failure
The retry interval
The path to the job’s log file
Transfer Log Maximum number of days the data is retained. After this value passes,
the data is deleted.
SNMP Alerts Determine thresholds for the following alerts:

• Database Free Space Warning alert
• Database Free Space Error alert
• Database Log Space Error alert
To define Data Mart properties:

1. In the Data Marts branch, select the defined Data Mart.
2. Click the Options tab.
Figure 5-12 System Administrator - Data Repository, Options Tab
3. In the SQL Job Properties area, define the following:

In the Max Retry Attempts field, enter the number of times a job will retry to run after a
failure occurs.
In the Retry Interval field, enter the number of minutes that the system will wait before
retrying to run a job.

In the Job Log File Path field, browse to the folder where the log file will be stored.
4. In the Transfer Log Properties area, enter the maximum number of days that the Transfer
Log will be retained. After this number of days pass, the data is deleted from the log.
5. In the SNMP Alert Properties area, enter the threshold for each alert. After this threshold is
exceeded, and your site has an NMS installed, a trap is sent to the NMS.
6. Click Save .

Customizing Schedules
The Data Mart provides three default schedules for the domains. These schedules reflect three
SQL jobs.
• Population schedule: Determines when the domains are populated with data from the
corresponding databases. The default is every hour between 5:00 AM and 11:00 PM.
• Retention schedule: Determines when data which passed the Retention value is deleted. The
default is once a day at 1:00 AM.
The Retention value states how long the data must remain in the Data Mart. The default is 18
months.
• Reindex schedule: Determines when the Data Mart rebuilds indexes for each domain. The
default is once a week - on Saturday at 2:00 PM.
These three schedules are applied to all domains except the Administration and Rules domain.
These domains require the Population schedule only.
You can customize a domain’s schedules in several ways:
• You can modify one of the default schedules. All the domains that are associated with the
schedule will be affected by the change. See Modifying a Data Mart Schedule on page 97.
IMPORTANT
Before modifying a Data Mart Population schedule, take into consideration potential implications.
For example, in an environment with a large volume of calls, decreasing the amount of times per
day that the schedule is run may cause a serious backlog. In this case, the Data Mart will not be
up to date and will cause reports to display data not up to date.
• You can create a customized schedule and apply the schedule to one or several domains. See
Creating a Customized Schedule on page 99 and Selecting Schedules for a Domain
on page 100.
IMPORTANT
The default retention schedule for each domain is 550 days (18 months). When configuring the
Data Mart for live Data Hubs that are older than 550 days, you must extend the retention value
for each domain (except the Administration and Rule domains) to a value that exceeds the
amount of time that data is currently stored in the databases.
After the jobs run and the data is merged, you can change the retention value back to a value
that matches the retention policy at the Data Hub.
For example, the database at your Data Hub already contains 3 years of data. Therefore,
change the retention value to a value greater than 1080 days.
See Selecting Schedules for a Domain on page 100.

Modifying a Data Mart Schedule

When you modify the properties of a schedule, all domains associated with the schedule are
affected by this change.
To modify a schedule:
2. Click the Schedules tab.
Figure 5-13 System Administrator - Data Repository, Schedules Tab
3. Double-click a schedule (or select a schedule and click Edit ). The Schedule Details
window appears.
Figure 5-14 Schedule Details
4. In the Recurring Details area, define how often the action occurs.
If you select Daily: Define how often the action occurs.
If you select Weekly: Define how often the action occurs and the days of the week on which it
will occur.
If you select Monthly: Define how often the action occurs and on which days it will occur.
5. In the Daily Frequency area, define how often within a day the action occurs.

6. In the Duration area, define the start date and end date. You can select No end date to keep
the action open-ended.
7. Click OK.

Creating a Customized Schedule

In addition to the three default schedules, you can create new, customized schedules. Later, you
can apply a new schedule to a domain. See Selecting Schedules for a Domain on page 100.
To create a customized schedule:

2. In the Schedules tab, click Add.
-or-
In the Domains tab, double-click a domain. In the Domain Wizard, click New Schedule.
3. The Schedule Details window appears.
Figure 5-15 Schedule Details
Define as follows:
a. Name the schedule.
b. Define schedule properties. See Modifying a Data Mart Schedule on page 97.
c. Click OK.
4. To apply the schedule to a domain, see Selecting Schedules for a Domain on page 100.

Selecting Schedules for a Domain

All domains (except the Administration and Rules domains have three default schedules -
Population, Retention and Reindex. (The Administration and Rules domains require a
Population schedule only.) If you created additional, customized schedules, you can apply
different schedules to a specific domain.
IMPORTANT
When defining a Retention value for a domain, keep in mind:
• The Administration and Rules domain do not require a retention value. Enter 0 in the
Retention field.
• For all other domains, define a retention value greater than 0. If you enter 0 in the
Retention field, data is not retained in the domain at all!
• When configuring the Data Mart for live Data Hubs that are older than 550 days, you must
extend the retention value for each domain (except the Administration and Rule domains)
to a value that exceeds the amount of time that data is currently stored in the databases.
After the jobs run a sufficient number of times for the Data Mart to be up to date, you can
then change the retention value back to a value that matches the retention policy at the Data
Hub. See Viewing Synchronization Details on page 104 for further instructions.
To create a customized schedule for a domain:

2. In the Domains tab, double-click a domain (or select a domain and click Edit ). The
Domain Wizard window appears.
Figure 5-16 Domain Wizard

3. To create a new customized schedule, click New Schedule and create a new schedule. See
Creating a Customized Schedule on page 99.
4. In the Commands area, select a schedule from the drop-down list of schedules. This list
includes all new schedules.
5. To define a new Retention value, change the number of days in the field. This means
that each time the Retention job runs, it will delete data that is older than the Retention value.
For all domains other than Administration and Rules, define a retention value greater than 0.
If you enter 0 in the Retention field, data is not retained in the domain at all!
6. Click OK.

Monitoring SQL Jobs
Monitoring SQL Jobs

You can view details about each SQL job in the Monitor tab. In addition, you can start/stop a job
or enable/disable a job.
To view the SQL jobs:

1. In the Data Marts branch, select the Data Mart.
2. Click the Monitor tab.
Figure 5-17 System Administrator - Data Repository, Monitor Tab
3. To view the job history of one SQL job, select the job. The job step details appear in the
History area.
Figure 5-18 System Administrator - Data Repository, Monitor Tab, History
TIP: Click Refresh to update the history information.

Monitoring SQL Jobs
To start/stop a job
• Select a job in the SQL Jobs area and click Start Job or Stop Job.
To enable/disable a job
• Select a job in the SQL Jobs area and click Enable or Disable.

Viewing Synchronization Details

In the Logs tab, you can view details about each log, including the last sync time. In addition, you
can view detailed transfer history per log including the number of rows that were populated per
table.
To view synchronization details:

1. In the Data Marts branch, select the Data Mart.
2. Click the Logs tab. You can sort the list according to column headings.
Figure 5-19 System Administrator - Data Repository, Logs Tab
The Synchronization Details area displays a list of each log with the following information:
• Link Name: The Data Hub from which the data was imported.
• Domain: The domain from which the data was imported.
• Table: The table from which the data was imported.
• Sync Date: The date when the data was imported.
• Last Sync Value: The number/date of the last value that was imported.
3. To view detailed transfer data, double-click a log. The Transfer Data History area displays
transfer data for each row in a table.

Figure 5-20 System Administrator - Data Repository, Logs Tab

What are the Data Mart Domains?

The NICE Perform Data Mart consists of nine data domains. Domains associated with optional
NICE Perform solutions are only created in the Data Mart when that solution is installed. Domains
containing information that is not required for reporting or export to other systems may optionally
be removed from the Data Mart to reduce data storage requirements.
The following table provides information on the content of the NICE Data Mart domains and their
associated remote NICE databases:
NOTE: Mandatory domains are indicated by an asterisk (*).
Name Description Remote Data Source
* Administration Contains system administrative nice_admin

information on users, agents, groups,
profiles and access privileges.
* Audio Analysis Contains results of interactions nice_ca

analyzed for word spotting, emotion
levels and talk-overs, and transcriptions
of interactions.
Audit Contains audit trail information on user nice_audit

activities indicating what actions were
performed, who performed them and
when.
* CTI Contains information on CTI events for nice_cti_analysis

interactions such as hold time, transfer
count, duration, etc.
IB Contains data pertaining to Playback nice_ib

Organizer
* Interaction Contains information on captured nice_interactions

interactions including participants,
related interactions, exceptions,
recording details and custom rules.
NIF Contains customer feedback surveys nice_pbs_data

and responses.
Quality Management Contains evaluation scores, forms and nice_qa

(QM) coaching packages.
* Rule Contains the scoring, storage, analysis nice_interactions

and classification rules used by the
system.

Name Description Remote Data Source
ScreenSense Contains information on captured nice_screen_sense

screen events including event
description, time, source and value.
Storage Center Contains data pertaining to archived nice_storage_center

voice interactions.

6
Configuring the Multidimensional
Databases
After installing the nice_as_text_analysis, nice_as_my_universe, and the nice_as_kpi

multidimensional databases, you must configure them in the NICE Perform System Administrator.
NOTE: Before configuring the nice_as_text_analysis, nice_as_my_universe, and
nice_as_kpi databases, you must first set up and configure the Data Mart in the NICE
Perform System Administrator. For full details see Chapter 5, Configuring the Data
Mart Server on page 81.
Contents
Configuring the Multidimensional Databases in the System Administrator........... 110

Verifying Connection to the Multidimensional Databases........................................ 116
Chapter 6: Configuring the Multidimensional Databases 109

Configuring the Multidimensional Databases in the System Administrator
Configuring the Multidimensional Databases in the System

Administrator
If you want to use NICE Perform’s Interactions Analytics feature, you must first do the following:
• Enable the SQL Analysis Services. You enable the SQL Analysis Services when you install
SQL Server 2005 or SQL Server 2008 using either the NICE SQL Auto Setup or the standard
Microsoft manual installation. You can also enable SQL Analysis Services after installing the
SQL Server by defining the SQL Analysis Services as a service. For details, see the Microsoft
SQL Server 2005 for NICE Perform or Microsoft SQL Server 2008 for NICE Perform Guide.
• Install the multidimensional databases. NICE uses the nice_as_text_analysis, the
nice_as_my_universe, and the nice_as_kpi multidimensional databases. These databases
are installed on the SQL Server 2005 or SQL Server 2008 Analysis Services and are used in
conjunction with the NICE Perform ClearSight and My Universe applications respectively.
Multidimensional databases use cubes to provide analytic capabilities. You install the
nice_as_text_analysis, nice_as_my_universe, and nice_as_kpi databases on the Data
Mart Server.
NOTE:
• You can install only one Analysis Services database on one Data Mart Server.
• The nice_as_text_analysis, nice_as_my_universe, and nice_as_kpi databases
are the only databases in the NICE Perform Database Suite that are
multidimensional databases; all other databases are relational databases.
To configure the multidimensional databases in the System Administrator:

Administrator.
Figure 6-1 System Administrator
To add components in the System Administrator, you must work in Technician Mode.
Figure 6-2 Technician Mode
3. In the Organization Tree, navigate to Master Site > Data Marts.

Figure 6-3 System Administrator - Organization Tree
4. Select your Data Mart Server. From the right-click menu select Add Analysis Server.
Figure 6-4 Right-click Menu
The New Analysis Server Wizard appears.

Figure 6-5 New Analysis Server Wizard

5. Enter the following information:

a. In the Analysis Server Name field, enter a name for your Analysis Services.
b. In the Analysis Server Location field, enter the Data Mart Server name or the Data
Mart Server IP address.
NOTE: You can change the Analysis Server name or location at any time.
6. Click OK.
The Analysis Server Identity window appears displaying the new Analysis Services database.
Figure 6-6 System Administrator - General Tab
7. The Cubes area lists the cubes used in the multidimensional databases.
NOTE: The Last Process Date column will remain empty until the first time the
Analysis Services cubes are populated.

Figure 6-7 System Administrator - Monitor Tab
9. The SQL Jobs area lists the name(s) of the SQL job(s) that populate/repopulate the Analysis
Services cubes.
The functions of the buttons located in the SQL Jobs area are as follows:
Button Name Function
Refresh button Refreshes the display of the Monitor window.
Disable button Disables/enables the selected SQL job.
Run button Starts the selected SQL job.
Stop button Stops the selected SQL job.
Schedule button Enables you to define schedules for the

selected SQL job (see Defining Schedules for
SQL Jobs below).
The SQL Job History area displays a list of the jobs that were previously run.

Defining Schedules for SQL Jobs
To define schedules for SQL jobs:

1. In the Organization Tree, navigate to Master Site > Data Marts, and select the server on
which the Analysis Service is located.
Figure 6-8 System Administrator - Monitor Tab
Schedule
Button
3. Click the Schedule button.
The Edit Schedule window appears.

Figure 6-9 Edit Schedule Window

4. Make the desired changes and click OK.
NOTE: The default settings for the SQL jobs are as follows:
• Process KPI Daily schedule - every day at 22:00 (10:00 PM).
• Process KPI Hourly schedule - every hour beginning at 06:30.
• Nice AS Process My Universe - every four hours beginning at 05:30 AM.
• Nice AS Process Text Analysis - every day at 02:00 AM.

Verifying Connection to the Multidimensional Databases
IMPORTANT
You can only verify connection between the multidimensional databases and the NICE Perform
Applications after you have installed and configured the NICE Perform Applications.
If you installed any of the NICE Perform multidimensional databases, it is highly recommended to
verify that the NICE Perform Applications are able to connect to the multidimensional databases,
even though the Database Installation program was completed successfully, and even if they are
both installed on the same server.
Therefore, after installing and configuring the NICE Perform Applications, try to establish
connection between the NICE Perform Applications and the multidimensional databases. If you
are unable to establish connection, you must define the domain user roles in the Analysis Services
Management Studio.
Detailed procedures for verify connection and for defining domain user roles are described in
Appendix B, Establishing Access to the Multidimensional Databases on page 175.

7
Uninstalling Databases from the Database
Suite
This chapter describes the procedures for uninstalling one or more of the databases in the NICE
Perform Database Suite databases.
IMPORTANT
• Relational Databases - when uninstalling the NICE Perform relational databases, use only
the procedures described in this chapter; DO NOT uninstall the relational databases via the
SQL Server Management Studio.
• Multidimensional Databases - you can uninstall the NICE Perform multidimensional
databases directly from the SQL Management Studio by selecting the database and
selecting Delete from the right-click menu, or use the uninstall procedures described in this
chapter.
• The uninstall program allows you to uninstall one or more NICE Perform databases.
However, in order to maintain database integrity, it is highly recommended to always
uninstall all NICE Perform databases.
WARNING
When you uninstall one or more of the databases, you lose all data archived in that database
(see detailed Warning on page 119).
For installation procedures, see Chapter 3, Installing the NICE Perform Database Suite
on page 39.
Chapter 7: Uninstalling Databases from the Database Suite 117

To uninstall NICE Perform Database Suite database(s):
1. In the Start menu, select Settings > Control Panel > Add/Remove Programs .
The Add/Remove Programs window appears.
Figure 7-1 Add/Remove Programs Window
2. Select NICE Database Suite, and click the Remove button.

The Add/Remove Programs - Confirmation window appears.
Figure 7-2 Add/Remove Programs - Confirmation Window
3. Click Yes.
The NICE Database Suite - Uninstall Type window appears.

Figure 7-3 NICE Database Suite - Uninstall Type Window
NOTE: The option you select in the above window will affect only the database(s) you
select to uninstall in the Database Properties window (see Figure 7-6 and step 9
on page 122).
4. If you want to remove the contents of the database and the database itself, select Complete
removal of NICE Databases.
If you want to uninstall only the DBSetup software but not the database itself, select
non-removal of NICE Databases.
WARNING
When you select Complete removal of NICE Databases, the uninstall program deletes the
contents of the selected database and the actual database itself. If you want to uninstall only
the DBSetup software but leave the database itself intact, you must select non-removal of
NICE Databases.
5. Click Next.
The Type of Database window appears.

Figure 7-4 Type of Database Window
6. To uninstall one or more of the relational databases, select SQL Relational Databases.
NOTE: To uninstall one or more of the NICE Perform multidimensional databases, you
can select the database in the SQL Management Studio and select Delete from the
right-click menu, or select the Multidimensional Databases checkbox and delete the
databases using this uninstall program.
7. Click OK.

8. Select either Windows (NT) Authentication or SQL Server Authentication.

a. If you selected Windows (NT) Authentication, the Connect Using fields are disabled.
Click Next.
b. If you selected SQL Server Authentication, the default SQL instance appears in the
Server field. If you want to connect to an instance other than the default instance, type the
instance name in the Server field.
Type your password in the Password field, and click Next.
NOTE: If you did not define a unique sa User password, leave the Password field
blank.
The Databases Properties window appears.

Figure 7-6 Databases Properties Window
9. Select the database(s) you want to uninstall and click Next.
IMPORTANT
In order to maintain database integrity, it is highly recommended to always uninstall all NICE
Perform databases.
If any of the processes connected to the database(s) you selected to uninstall are running, the
Running Processes window appears (see Figure 7-7 and step 10). If there are no running
processes, the uninstall program continues with step 12.

Figure 7-7 Running Processes Window
List of Applications
Currently
Connected to the
Selected Database
10. The Running Processes window lists applications currently connected to the selected database,
as in Figure 7-7 above. You must disconnect all applications that appear in the Running
Processes window before running the uninstall program.
To disconnect a connected application, select the application and click the Kill Connection
button.
WARNING
If you run the uninstall program while an application is connected to the selected database(s),
the uninstall program will not completely uninstall the database(s); you must then find and delete
the remaining components manually.
11. Click Next.

12. The Uninstall Progress window appears.

Figure 7-8 Uninstall Progress Window
13. Click Uninstall.

You are prompted to confirm uninstalling the databases.
14. Click Yes.
The uninstall program deletes the selected database(s).
15. Upon completion, the Successfully Completed window appears. Click OK.
NOTE: It is recommended to verify that all the NICE Perform databases were deleted
from the SQL Server. If any databases were not deleted, remove them manually.

8
Troubleshooting: Databases
This chapter describes some of the most common problems that may arise during and after
installing the NICE Perform databases, and offers probable solutions.
IMPORTANT
These procedures must be perform only by authorized personnel. For full assistance, contact
NICE Systems Customer Services.
Contents
General Databases Troubleshooting Flow .................................................................127

General Considerations ...............................................................................................128
Checking the Windows Event Viewer .........................................................................128
Checking the SQL Server Error Logs and Events .....................................................128
Checking SQL Jobs......................................................................................................129
Checking the Connection to the NICE Perform Database Server ............................129
Checking the Database Connections .........................................................................129
Checking for Missing Databases ................................................................................130
Checking Free Space in the Database ........................................................................131
Verifying the Log on as a Service User Rights Assignment.....................................132
Checking the SQL Server Installation Folder.............................................................135
Monitoring Performance Objects and Counters........................................................136
Checking for Performance Problems .........................................................................137
Scanning the Disk for Errors .......................................................................................139
Changing the Database Passwords in SQL Authentication .....................................139
Chapter 8: Troubleshooting: Databases 125

Checking the Database Backup ..................................................................................142
Increasing the Size of a Database...............................................................................143
Checking Performance Using the NICE Performance Collector ..............................144
Defining Autogrowth ....................................................................................................146
Verifying Database Space Using the NICE DBSpace Utility......................................148

General Databases Troubleshooting Flow
General Databases Troubleshooting Flow

If you experience a problem with databases, the following workflow lists the steps to isolate the
problem. Each step in the workflow is a section in this chapter.
Figure 8-1 General Databases Troubleshooting Flow

General Considerations
Before attempting to troubleshoot any database problems, it is advisable to consider the issues
listed below. These will better enable you to analyze your problems and determine if the issues are
indeed related to the database.
• Is this a new installation or an upgrade of an existing system?
• For new installations, when was the installation performed? How long after the
installation did the problems appear?
• For upgrades, when was the upgrade performed? Did the problems arise before or after the
upgrade?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur? Are the circumstances similar?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
Checking the Windows Event Viewer

In is often recommended to look for errors in the Windows Event Viewer. I/O errors are the most
common when dealing with read/write errors to and from the database.
NOTE: These error messages are also displayed in the SQL Server Log files, as
described in the next section.
Checking the SQL Server Error Logs and Events

You can use the Log File Viewer to check the SQL Server Agent logs, SQL Server error logs and
Windows event logs.
To check the SQL Server Error Logs and Events:

1. Connect to the SQL Server Management Studio.
2. Navigate to your SQL Server 2005/2008 instance.
3. Navigate to Management > SQL Server Logs.
4. Double click on any of the log files.
5. Use the Export, Search, and Filter options as required.

Checking SQL Jobs
Checking SQL Jobs

Use the SQL Server to check that jobs are configured correctly and that they run properly.
To check SQL jobs:

1. In the SQL Server Management Studio, navigate to SQL Server Agent > Jobs.
2. Verify that the job durations are reasonable (may vary from job to job).
3. Verify that numerous jobs have not been configured to run at the same time. This is especially
relevant for sites in which numerous jobs run during off-hours.
4. Verify the job outcome, as a job may be successful even if internal steps have failed.
5. Check the job history to verify if all previous jobs have run successfully. Failed jobs are
identified by an error icon .
Checking the Connection to the NICE Perform Database

Server
Check the connection to the Database Server making sure you use the name configured on the
NICE Applications Server.
To check the connection to the NICE Database Server:

1. On the Applications Server, ping the Database Server using the host name and IP address.
-or-
2. On the Applications Server:
a. Navigate to D:\Program Files\NiceSystems\Applications\ServerBin.
b. In the NiceApplications.SystemAdministrator.Host.exe.config file, search for
SystemFramework.DataAccess.ConnectionString value=<DB Server Name> .
This is the Database Server name defined in the application.
c. Ping the Database Server using this name.
Checking the Database Connections

Use the SQL Server to check the database connections listed below.
To check the database connections:

1. In the SQL Server Management Studio navigate to Management > Activity Monitor.
2. In the right-click menu select View Process.

Checking for Missing Databases
3. Check the Activity Monitor as follows:

a. Scroll to the Blocked By and Blocking columns. Any non-zero value in these two
columns indicates an error (a deadlock).
b. Each row in this list represents a database connection. Verify that no database has
excessive connections.
4. Filter the Activity Monitor for blocked processes as follows:
a. Click the Filter button.
b. Specify a filter with Blocking Type = Blocked.
c. Click Apply filter, and then click OK.
Checking for Missing Databases

You can check for missing databases using either the System Administrator or the SQL Server.
To check for missing databases using the System Administrator:
NOTE: It is recommended not to work in Technical Mode in order to prevent making

unintentional changes to the database configuration.
1. In the System Administrator, navigate to Master Site > Database Servers > Databases and
verify that all five mandatory databases are selected:
• nice_admin
• nice_audit
• nice_ca
• nice_interactions
• nice_rule
2. In addition, verify that all the optional databases that are supposed to be installed at your site
are also selected.
To check for missing databases using the SQL Server:

1. Connect to the SQL Management Studio.
2. In the Object Explorer, navigate to Databases and verify that the mandatory and optional
databases are listed and that the tables for each one contains data.

Checking Free Space in the Database

Check to see if the size of the database is sufficient. There are several ways to check the free space
in the NICE Perform databases.
To check free database space:

1. Check the NMS alarms.
-or-
a. Navigate to Databases and select the relevant database.
b. From the right-click menu select Properties.
c. In the General page check Space available.
NOTE: The space available relates to the free space of the entire database, and does
not distinguish between the sizes of the Data files and the Log files.
-or-
3. Right-click the database and select Reports > Standard reports > Disk usage. The usage is
displayed graphically and indicates both the Data files and the Log files separately.
-or-
4. Use the Nice DBSpace utility to check the database space (see Verifying Database Space
Using the NICE DBSpace Utility on page 148).
-or-
5. In the NICE System Administrator, navigate to Master Site > Database Servers >
Databases and select each database to see the used and free space percentages.


Verifying the Log on as a Service User Rights Assignment
Figure 8-2 NICE System Administrator
-or-
6. Use Nice DBSpace to check the database space.

If a service does not start, make sure your user has the Log on as a service User Right
Assignment.
There are two steps:
• Verifying the Service Account (see page 132)
• Verifying Domain Users Assigned to the User Rights Assignments (see page 133)
Verifying the Service Account
To verify the service account:

1. In the Computer Management window, open the Services window, and select the service that
you cannot access.
2. From the right-click menu select Properties.
The Properties window appears.
3. Click the Log On tab.

Figure 8-3 MSSQLSERVER Properties Window
4. The domain account and the domain user appear in the This Account field.
Verifying Domain Users Assigned to the User Rights Assignments
To verify domain users assigned to the User Rights Assignments:

1. In the Control Panel navigate to Administrative Tools > Local Security Policy > User
Right Assignments, and select Log on as a service.

Figure 8-4 Local Security Settings Window
2. From the right-click menu select Properties.

The Log on as a service Properties window appears.

Checking the SQL Server Installation Folder
Figure 8-5 Log on as a service Properties Window
Domain User for NICE Services

Used in the Example in Chapter 1
Domain User for SQL Services

Used in the Example in Chapter 1
3. All domain users defined with Log on as a service policy are listed. Verify that the domain
user that appears in Figure 8-3 appears in the list.
Checking the SQL Server Installation Folder

If there are SQL I/O problems, verify if the SQL software may be installed on a compressed folder.
To check the SQL Server installation folder:

• In Windows Explorer:
a. Navigate to the SQL Server installation folder.
b. In the right-click menu, select Properties.
c. Click the General tab.
d. Click Advanced.

Monitoring Performance Objects and Counters
Figure 8-6 Advanced Attributes Window
e. Ensure that Compress contents to save disk space is not selected.
Monitoring Performance Objects and Counters

You can use the Performance Monitor to check the activity on the SQL Server.
To monitor performance objects and counters:

1. In the Run window enter perfmon and click OK.
The Performance window appears.
2. Click the Add button .

3. For each object listed in the table below, do the following:
Object Counters
Processor %Processor Time
Memory Pages/sec
PhysicalDisk %Disk Time
Avg Disk Queue Length
Avg Disk Write Queue Length
Avg Disk Read Queue Length
Disk Read/sec
Disk Write/sec

Checking for Performance Problems
Object Counters
SQL Server:BufferManager Buffer catch hit ratio
Page life expectancy
SQL Server:MemoryManager SQL Cache Memory
Total Server Memory
a. From the Performance Object drop-down list, select the object listed in the table.
b. Select Select counters from list and select the counter corresponding to that object in
the table above.
c. Select All instances if it is enabled.
d. Click Add.
The object you selected is added to the Performance chart.
4. Click Close.
5. Click the View Report button .

6. Check the results for irregularities.

You can check for performance problems in several ways.
To check for performance problems:

1. Use SQL Profiler to run a trace:
a. In the Start menu, select Programs > Microsoft SQL Server > Performance Tools >
SQL Server Profiler.
b. In the File menu, click New Trace.
c. Connect to the computer on which the SQL Server is installed.
The Trace Properties dialog box appears.
d. In the Use The Template name drop-down list, select TSQL.
e. Click the Events Selection tab.
f. Select Show all events and Show all columns.
g. Scroll down to the TSQL.

h. Ensure that the following events are selected:

• SQL:BatchStarting
• SQL:StmtCompleted.
• SQL:StmtStarting
i. For each of these event classes, click Column Filters.
The Edit Filter window appears.
Figure 8-7 Edit Filter Window
j. Select the Duration filter.

k. Select Greater than or equal to and enter a value. A value of 1000 milliseconds, for
example, would cause the filter to show only those queries that take longer than one
second to run.
l. Remain in the Events Selection tab of the Trace Properties window, and scroll up to
Security Audit.
m. Clear Audit Login and Audit Logout.
n. Click Run to run the trace.
The SQL Server Profiler enables you to view the trace data. Only information satisfying
the filter is captured.
-or-
2. To check consistency and integrity for different tables and databases, in the SQL Query
Analyzer, run the following commands:
a. To check database consistency, run the following query using the following syntax:
dbcc checkdb (database name).
b. To check the tables, run the following query using the following syntax:
dbcc checktable (table name).

Scanning the Disk for Errors
c. To check table index fragmentation, run the following query using the following syntax:
dbcc showcontig (<table name>) with all_indexes.
Verify that the value for Scan Density [Best Count:Actual Count] is greater than 60%.
-or-
3. Use Nice Performance Collector to check the performance. See Checking Performance
Using the NICE Performance Collector on page 144.
Scanning the Disk for Errors
To scan the disk for errors:

1. On the SQL Server, run a disk scan on the drives where the data and log files are located.
2. Select the drive, and from the right-click menu select Properties.
3. Click the Tools tab, and then click Check Now.
Changing the Database Passwords in SQL Authentication

It is generally recommended to change the user passwords after installation. You can change the
passwords after the DBSetup installation, after completing the entire site installation, or in a live
production system. Since passwords are kept in several places, you must update the password
using the System Administrator to ensure that the passwords are updated in all these locations.
There are two passwords:
• nice sa - this password the same privileges as the Microsoft SQL Server sa user, and is used
for the following tasks:
• Changing passwords
• Replication
• Linking servers (such as Data Mart)
The nice sa password must be identical across all SQL Servers.
• nice - this password is used as a connection string for all NICE applications to the database.
You can use a different nice password for each SQL Server.
The nice and nice sa passwords are stored in encryption in the tblDbPassword table in the
nice_admin database.
The nice password is also stored in encryption in the System Administrator configuration file.

Figure 8-8 System Administrator Configuration File
Changing the nice sa Login Password

IMPORTANT
• You must work in Technician Mode to change the password.
• You must remove all replication before changing the password.
To change the nice sa login password:

1. In the System Administrator, under Master Site select Database Servers.
2. From the Actions menu, select SQL Server Security.
The SQL Server Security window for nice sa login appears.
Figure 8-9 SQL Server Security Window for nice sa Login
Make Sure You are in the

Security Window for
nice sa Login
3. Enter and confirm the new password.

4. To use a blank password, select Blank Password.
5. Click OK.
The password is changed on all SQL Servers in both the Primary and the Secondary Data
Hubs.

Changing the nice Login Password

IMPORTANT
• You must work in Technician Mode to change the password.
• You must remove all replication before changing the password.
To change the nice login password:

1. In the System Administrator, under Master Site > Database Servers, select the database
server on which you want to change the password.
2. From the Actions menu, select SQL Server Security.
The SQL Server Security window for nice login appears.
Figure 8-10 SQL Server Security Window for nice Login
Make Sure You are in the

Security Window for
Nice Login
3. Enter and confirm the new password.

4. To use a blank password, select Blank Password.
5. Click OK.
The password is changed on this SQL Server only.
NOTE:
• It may take up to one minute for the configuration file to be updated; do not use the
new password during this time.
• If your site includes the Data Mart server, you must recreate links. For details see
the NICE Perform System Administrator’s Guide.

Checking the Database Backup
Checking the Database Backup

You can check the database backup in System Administrator.
To check the database backup:

1. In System Administrator, navigate to Master Site > Database Servers:
a. Select the desired database and click the Backup tab.
b. Verify that all backup jobs are predefined and that there no errors in the Status column.
-or-
2. Connect to the SQL Server Management Studio:
a. Navigate to SQL Server Agent > Jobs.
b. If an error icon appears in the Differential Backup job or the Full Backup job, it indicates
that the last database backup job has failed.
-or-
3. Check if the source of the problem is the cassette as follows:
a. Check that there is a DAT/AIT cassette in the tape drive.
b. Check that the cassette is not in write-protect mode.
c. Check that the cassette is not corrupted.
-or-
a. Navigate to SQL Server Agent > Jobs.
b. Select the desired job and select View History in the right-click menu.
-or-
5. Run the job again:
a. Right-click the job and select Start Job.
b. Wait until the job finishes and check if the backup succeeded.
-or-
6. Check if the source of the problem is the tape driver:
• Open the operating system backup program and try to backup a file to the tape drive. If
you succeed, the tape driver is working properly and the reason for the failure is not the
tape.
-or-

Increasing the Size of a Database

a. Select the nice_admin database.
b. In the right-click menu select Tasks > Back Up.
c. Configure the destination to be a local file on the hard disk and try to backup the database.
If the backup succeeds, then the problem is not in the database.
-or-
8. Verify that the total database space used does not exceed the cassette capacity, as indicated in
the following table:
Cassette Type Capacity
DAT DDS2 4 GB
DAT DDS3 12 GB
DAT DDS4 20 GB
AIT1 35 GB
AIT2 50 GB
DAT72 72 GB
DVD Panasonic 9576 9.4 GB (double-sided)
Increasing the Size of a Database
To increase the size of a database:

2. Under Databases, select the database for which you want to increase the size.
3. From the right-click menu, select Properties.
4. Select the Files page.

Checking Performance Using the NICE Performance Collector
Figure 8-11 Database Properties Window - Files Page
5. In the Initial Size column, click inside the cell for either the data file or the log file.
6. Enter the desired size for the database.
7. Click OK.
Checking Performance Using the NICE Performance

Collector
This tool can also be found on the Tier 4 Team Site. Ensure that you are using the newest version
which also supports SQL Server 2005. This tool collects SQL Profiler and Performance Monitor
traces.
To check performance using the NICE Performance Collector:

1. On the NICE Database Server, navigate to
Program Files\Nice Systems\Applications\Tools\Performance Collector.
2. Double-click Nice Performance Collector.exe.
3. The Nice Performance Collector window appears.

Checking Performance Using the NICE Performance Collector
Figure 8-12 NICE Performance Collector
4. In the SQL Server field, enter the SQL Server name or the IP Address.
5. Select the authentication method you are using.
6. Click Get Data/Log Drive.
The program automatically detects the location of the data and log files and enters them in the
respective fields.
7. In the Destination Folder field, define a location for the files which the Nice Performance
Collector creates.
8. In the schedule area, define a start and stop time.
9. Click Start.
Two files are created, one for counters and one for SQL Profiler.

Defining Autogrowth
Defining Autogrowth
Beginning with Release 3.2, autogrow is now defined as the default setting for all NICE Perform
databases. If a database reaches its maximum defined capacity, autogrow will grow the data files
by 10%; the log files are not affected. This can avoid unwanted loss of data. The effects on system
performance are usually minimal.
IMPORTANT
• Autogrow continues to grow the database until the disk space for that drive is full. It is
therefore important to closely monitor database space at all times; it is recommended to use
NICE Sentinel.
• Autogrow is intended as a precaution only; it does not take the place of proper database size
design.
• Depending on a site’s configurations, autogrowth may impact performance; it is therefore
recommended to make changes to autogrowth settings only in coordination with Customer
Services.
To define autogrowth:
1. Open the Microsoft SQL Server Management Studio.
2. Under Databases, select the database for which you want to define the autogrowth.
Figure 8-13 Microsoft SQL Server Management Studio

Defining Autogrowth
3. In the right-click menu select Properties.

4. In the Select a Page area, select Files.
Figure 8-14 Database Properties Window
Autogrowth
Parameters
Buttons
5. In the Autogrowth column, select either the Data file or the Log file and click the
corresponding Autogrowth Parameters button.
6. The Change Autogrowth window appears.
Figure 8-15 Change Autogrowth Window

Verifying Database Space Using the NICE DBSpace Utility
7. To enable autogrowth, select Enable Autogrowth.

-or-
To disable autogrowth, clear Enable Autogrowth.
8. If you enabled autogrowth:
a. Under File Growth select either In Percent or In Megabytes and select the desired
parameter from the corresponding drop-down box.
b. Under Maximum File Size select either Restricted File Growth and choose the desired
parameter from the corresponding drop-down box, or select Unrestricted File Growth.
9. Click OK.
The parameters you defined appear in the Autogrowth column of the Properties window.

The DBSpace utility enables you to verify database space usage and to monitor its status.
DBSpace offers the following features:
• Indicates databases that have less than 20% space available.
• Shows the used and free disk space for each database.
• Shows the used and free disk space for data and log files.
• Shows all tables in each database and their current status.
• Predicts the approximate number of days that remain until the tables reach full capacity.
IMPORTANT
You must run the DBSpace utility locally. Therefore, before running the DBSpace utility, you must
copy it to the NICE Perform server(s) on which the NICE Perform databases are installed.
To run the DBSpace utility:

1. Copy the DBSpace utility from the NICE Perform Applications Server to any convenient
location on the NICE Perform server.
2. Extract the files from the Nice DBspace.zip file.
3. In the folder containing the extracted files, double-click Nice DBspace.exe.
The Nice DBSpace window appears.

Figure 8-16 Nice DBSpace Window - Data/Log Tab

SQL Server Low Space
Connection Databases
Area Area
Database Status
Area
4. In the SQL Server field, enter the SQL Server name or the IP Address, or select the SQL
Server from the drop-down list.
Select either Use Windows Authentication or Use SQL Authentication. If you selected
SQL Authentication, enter your SQL Server Login name and the SQL Server password in the
Login and Password fields respectively.
NOTE: For SQL Authentication only:

By default, the sa Login password is blank. It is highly recommended to define a unique
sa Login password for your site. However, if you did not define a unique sa Login
password, leave the Password field blank.
5. Click the Connect button.

The Database Status area is populated.

6. In the Data/Log tab, select either Data to see the status of the SQL Server data files or Log to
see the status of the SQL Server log files.
The DBSpace utility displays the following:
Area Status
Low Space Databases Lists all databases in which the amount of free space
is less than 20%, and the percentage of the remaining
free space.
Drive Status Area Displays the amount of used space (displayed in blue)
and free space (displayed in green) on the drive on
which either the Data files or the Log files are located.
Databases Status Area Displays the amount of used space (displayed in blue)
and free space (displayed in green) in each database
in the NICE Perform Database Suite. The status of
each database is displayed both as a table and a
graph.
TIP: Use the scroll bar under the table to display the
portion of the table not visible.
NOTE: The DBSpace utility does not display the status of the databases in real time.
To refresh the display, click the Connect button.
7. Click the Tables tab.

Figure 8-17 Nice DBSpace Window - Tables Tab
8. From the Databases drop-down list, select the desired database.

The Tables list displays all the tables in that database and the status of each table.
To display fragmentation details, double-click the desired table. The fragmentation details
appear in the Fragmentation area.
9. Click the Predict tab.

Figure 8-18 Nice DBSpace Window - Predict Tab
10. The Predict table gives an estimate of how much time remains until each of the listed tables
reaches full capacity. The calculations are based on the parameters listed at the top of each
column.
11. Click the Activity tab.

Figure 8-19 Nice DBSpace Window - Activity Tab
12. In the Refresh Rate drop-down box select the desired number of seconds and click the Start
button.
To see the most relevant connections of any of the databases, click the desired database. To see
all the connections of that database click the Show All button.

9
Troubleshooting: Data Mart Server
IMPORTANT
Contents
General Data Mart Troubleshooting Flow...................................................................156

Checking Free Space in the Database ........................................................................157
Recreating Links...........................................................................................................158
Checking the Data Mart Database Version .................................................................159
Checking Connectivity Between the Database and Data Mart Servers ...................160
Checking a Data Mart Job Failure ...............................................................................160
Chapter 9: Troubleshooting: Data Mart Server 155

General Data Mart Troubleshooting Flow
General Data Mart Troubleshooting Flow

If you experience a problem with the Data Mart, the following workflow lists the steps to isolate
the problem. Each step in the workflow is a section in this chapter.
Figure 9-1 Data Mart Troubleshooting Flow


Check to see if the size of the database is sufficient. There are several ways to check the free space
in the NICE Perform databases.
To check free database space:

1. Check the NMS alarms.
-or-
a. Navigate to Databases and select the relevant database.
b. From the right-click menu select Properties.
c. In the General page check Space available.
NOTE: The space available relates to the free space of the entire database, and does
not distinguish between the sizes of the Data files and the Log files.
-or-
3. Right-click the database and select Reports > Standard reports > Disk usage. The usage is
displayed graphically and indicates both the Data files and the Log files separately.
-or-
4. Use the Nice DBSpace utility to check the database space (see Verifying Database Space
Using the NICE DBSpace Utility on page 148).
-or-
5. In the NICE System Administrator, navigate to Master Site > Database Servers >
Databases and select each database to see the used and free space percentages.


Recreating Links
Figure 9-2 NICE System Administrator
-or-
6. Use Nice DBSpace to check the database space.
Recreating Links
To recreate links to the Data Mart:

1. In the System Administrator, expand the Master Site > Data Marts and select the required
Data Mart server.
2. Click the Sites tab.

Checking the Data Mart Database Version
Figure 9-3 Data Marts - Sites Tab
3. Click Recreate Links.
Checking the Data Mart Database Version

Ensure that the database version is the same on all sites.
To check the Data Mart database version:

• Verify that the database version in the tblDatabaseDetails table of each database is identical.
Figure 9-4 tblDatabaseDetails

Checking Connectivity Between the Database and Data Mart Servers
Checking Connectivity Between the Database and Data

Mart Servers
The Data Mart adds the Database Server as a linked server. It is crucial that these two servers can
communicate with one another.
To check connectivity between the Database and Data Mart servers:

1. In the SQL Server Management Studio expand the Security > Linked Servers branch.
Figure 9-5 Linked Servers Branch
2. From the Data Mart server, ping the Database Server.
Checking a Data Mart Job Failure
To check a Data Mart job failure:

1. Check for error messages in Windows Event Viewer.
-or-
2. Check for error messages in the SQL log files.
-or-
3. Check the job history to see which step failed and why. This isolates the problematic domain
or problematic communication with the database.
a. In System Administrator, expand the Master Site > Data Marts and select the required
Data Mart server.
b. Click the Monitor tab.
c. In the SQL Jobs area, select the required job. The job steps are detailed in the History
area.

Checking a Data Mart Job Failure
Figure 9-6 Monitor Tab

10
Troubleshooting: Multi Data Hub
IMPORTANT
Contents
General Considerations ...............................................................................................164

Multi Data Hub Implications.........................................................................................164
Checking Connectivity .................................................................................................166
Checking Replication in Multi Data-Hub Environments............................................166
Troubleshooting Communication Problems between Primary and Secondary Data
Hubs...............................................................................................................................167
Troubleshooting Database Structure Differences .....................................................168
Stopping Replication when Upgrading all Data Hubs ...............................................168
Changing Passwords ...................................................................................................168
Enabling MSDTC to Function in Multi Site Environments ........................................169
Tips for Troubleshooting Replication .........................................................................169
Chapter 10: Troubleshooting: Multi Data Hub 163

Before attempting to troubleshoot any database problems, it is advisable to consider the issues
listed below. These will better enable you to analyze your problems and determine if the issues are
indeed related to the database.
• Is this a new installation or an upgrade of an existing system?
• For new installations, when was the installation performed? How long after the
installation did the problems appear?
• For upgrades, when was the upgrade performed? Did the problems arise before or after the
upgrade?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur? Are the circumstances similar?
• Is the problem reproducible? If yes, what were the steps?
• Were the Servers restarted? If yes, did this resolve the problem?
Multi Data Hub Implications

A Multi Data Hub system has site implications that affect the different system components.
Changes in the components are all done automatically with no user intervention or configuration.
Database
• The nice_admin, nice_interactions, nice_audit, and nice_rule databases are mandatory on all
Data Hubs.
• The nice_interactions databases are not replicated across Data Hubs.
System Administrator
• Administration updates are blocked when the Primary Data Hub is not available.
• The login mechanism checks login token on all Data Hubs.
• Users belong to a specific Data Hub.
Rule Engine
• All rules are replicated from the Primary Data Hub to the Secondary Data Hubs.
• Each local rule engine handles the local rules.
• However, Storage Center rules are an exception as they are all stored only on the Master Data
Hub. Therefore, all Data Hubs operate using the same Storage Center rules.

Multi Data Hub Implications
Business Analyzer
• Public, private and saved items are replicated between all Data Hubs.
• User preferences are local.
• Running a query on Multi Data Hubs:
• The Unified Query engine queries the local Data Hub.
• Each remote Data Hub with agents from the query filter are also queried.
• All results are combined into one result.
• The Unified Query service connects all relevant Locate services in all Data Hubs.
• The Locate process looks only in the local Data Hub according to the locate order.
Playback
• Each Data Hub has its own Media Server.
• One or more Playback Servers can be configured in each Data Hub.
Monitor
• User preferences are saved on the local Data Hub.
• Monitor will subscribe to events to the local CLS or remote Monitor service.
Quality Management
• All Quality Management (QM) objects (such as Evaluations, Coaching Packages, Calibrations
and Clips) are saved in the user’s local Data Hub.
• Evaluations on remote calls will be replicated to the remote Data Hubs.
• Form definitions are replicated to all remote servers.
My Universe
• Preferences are stored locally.
Interactions Center
• All recording rules are replicated.
• Only local integrations are handled.
Storage Center
• Tasks are read from the Master Data Hub only.
• Archiving can be done from all Data Hubs.

Checking Connectivity
Checking Connectivity
Check connectivity between sites by pinging the server using the IP address and/or hostname.
Checking Replication in Multi Data-Hub Environments

Use the following methods to check replication in Multi Data Hub environments:
NOTE:
• If you want to make any changes to the database schema of replicated or
un-replicated tables, you must first shut down the replication for that site.
• When running the replication, the created scripts and log files are saved in
Documents and Settings\[System Admin User]\Application Data.
To check replication in multi data hub environments:

1. In the NICE System Administrator, verify that the replication is defined using only the
machine names.
-or-
2. Check the connectivity between the Primary and Secondary Data Hubs.
-or-
3. Connect to the SQL Server Management Studio. In the Object Explorer, navigate to
Replication and check if there are components with an error.
-or-
4. In the NICE System Administrator navigate to Master Site > Database Servers >
Databases and click the Replication tab. Verify that no errors appear in the Status column.
-or-
5. If the Primary and Secondary Data Hubs have different database structures, replication will
fail at those specific points. To ensure that the replicated data is identical, run tests on all
data hubs to ensure that additional information (such as business data or any external additions
such as PS solutions) can be accessed from different sites.
-or-
6. Verify that the identical version of the NICE Perform Database and the same updates are
installed on all sites. Check the following tables in the nice_admin database:
a. The database version appears in the tblDatabaseDetails table.

Troubleshooting Communication Problems between Primary and Secondary Data Hubs
Figure 10-1 tblDatabaseDetails Table
b. The version of the updates appears in the tblDatabaseHotFix table.

Figure 10-2 tblDatabaseHotFix Table
NOTE: Only those updates that were installed using an Update Pack appear in the
tblDatabaseHotFix table; updates that were installed manually do not appear.
-or-
7. When upgrading a Multi Data Hub environment, the replication is automatically removed
during the procedures. After the upgrade has been completed, create the replication again.
Then test that the replication is functioning properly.
Troubleshooting Communication Problems between

Primary and Secondary Data Hubs
Secondary Data Hubs are read only. All updates are written to the Master Data Hub and replicated
to the Secondary Data Hub.
• If there is a communication problem between the Primary and Secondary Data Hubs, data
updates on the Secondary Data Hub will not take effect. These data updates will not be stored
locally and will have to be completed manually once the communication problems have been
resolved.
• If a Secondary Data Hub is currently disconnected from the Master Data Hub, updates from
other Data Hubs will not be seen. Since all information is stored in the distribution database on
the Master Data Hub, these data updates will automatically be completed once the Data Hub is
connected again.

Troubleshooting Database Structure Differences
Troubleshooting Database Structure Differences

Database structure between Data Hubs may vary in different ways, such as names, number of
fields, field type, field length, additional or fewer tables. If a Master Data Hub and Secondary Data
Hub have different database structures the replication will fail at those specific points.
NOTE: It is very important not to make “manual” changes to the Secondary Data Hubs
as these will be overwritten when the data is replicated from the Primary Data Hub.
To check the database structure:

• To ensure that the data is identical, run tests on all Data Hubs to ensure that additional
information (such as business data or any external additions such as Professional Services
solutions) can be accessed from the different Data Hubs.
For example, an error from the Nice DW Population Schedule job may indicate a problem in
the tblReservedXX tables (which contains the business data fields).
Stopping Replication when Upgrading all Data Hubs

Upgrades must be applied to all Data Hubs simultaneously. An upgrade can be an Update or
Update Pack. Since upgrades may cause a change within the SQL structure, it is important to
remove the replication before implementing the upgrade.
NOTE: You must stop communication between all the Data Hubs when upgrading.
To stop replication when upgrading all data hubs:

1. Remove the replication prior to the upgrade. The replication should be stopped to all Data
Hubs, even those Data Hubs that are not being upgraded.
2. Once the upgrade is complete, create the replication again.
3. Test the site operation.
Changing Passwords
If the nicesa user password is changed, the replication agents will indicate that the password is not
valid and the replication will not work and must be recreated.
To change nicesa password in Multi Data Hub environment:

1. Remove the replications.
2. Change the nicesa password.
3. Recreate the replications

Enabling MSDTC to Function in Multi Site Environments
Enabling MSDTC to Function in Multi Site Environments

The SQL Server uses Microsoft Distribute Transaction Coordinator (MSDTC) to execute
distributed transactions. MSDTC will not function properly in an environment where the two
servers are using the same Windows OS image, for example where the ‘Ghost’ program is used to
copy the Windows image to the disk. The reason for the problem is that both servers that are
installed from the same image have an identical key in the MSTDC section in the SQL registry. If
the distributed transaction fails even when the registry keys are different, refer to Technical Note
0676 Enabling Microsoft Distribute TransactionCoordinator (MSDTC) to Function in Multi Site
Environments. This note describes how to fix the problem without re-installing the entire system.
Tips for Troubleshooting Replication

• In most instances, the Master database is updated with information. If there is a problem
updating the Master database, the replication itself will not begin. This indicates that the
problem lies elsewhere. It is therefore important to first verify that the Master database is
being updated properly, and only then start troubleshooting replication problems.
• Replication works with the Machine Name only.
• Any change to the database scheme of replicated or un-replicated tables requires that the
replication be shut down for that site.
• In a Multi Data Hub environment, some of the information in nice_admin is replicated. If
replication is down, you cannot save in System Administrator.
• If the replication error Cannot insert explicit value for identity column in table
'tblColumnInfo' appears, it indicates that the subscription table tblColumnInfo.iColumnId
identity is set to true. Set the identity value to false.
• If you are unable to solve problems with replication, submit the following log file to NICE
Systems Customer Services
Program Files\NICE Systems\Applications\ServerBin\
NiceApplications.SystemAdministrator.Host.exe.log

A
Verifying Windows Authentication Security
Settings
After completing the installation of the NICE Perform system, use the following procedure to
verify that Windows Authentication has been defined and configured according to the
requirements of NICE Perform.
To verify Windows Authentication security settings:

1. On the NICE Perform Application Server, open the following configuration file:
Program Files\NICE Systems\Applications\ServerBin\
NiceApplications.SystemAdministrator.Host.exe.config
2. Scroll down to <ApplicationConfiguration> (see Figure A-1).
Appendix A: Verifying Windows Authentication Security Settings 171

Figure A-1 NiceApplications.SystemAdministrator.Host.exe.config
3. Under <ApplicationConfiguration>, verify that the value for Integrated Security is

“SSPI” for the following two strings, as is Figure A-2:
• SystemFramework.DataAccess.ConnectionString
• SystemFramework.DataAccess.MasterConnectionString

Figure A-2 NiceApplications.SystemAdministrator.Host.exe.config
Value
Must be
“SSPI”
The value “SSPI” indicates that Windows Authentication is properly defined for use with NICE
Perform. If “SSPI” does not appear, it may be due to a number of reasons. Check your
configurations and definitions; if necessary contact NICE Systems Customer Services.

B
Establishing Access to the
Multidimensional Databases
After installing the NICE Perform multidimensional databases, and after installing and
configuring the NICE Perform Applications, it is highly recommended to verify that the NICE
Perform Applications are able to connect to the multidimensional databases.
If you are unable to establish connection, you must define the domain user roles in the Analysis
Services Management Studio.
Contents
Verifying Connection to the Multidimensional Databases........................................176

Defining Domain Users for the nice_as_kpi Database..............................................179
Defining Domain Users for the nice_as_my_universe Database.............................185
Defining Domain Users for the nice_as_text_analysis .............................................187
Appendix B: Establishing Access to the Multidimensional Databases 175


You perform the following verification procedures on the server on which the multidimensional
databases are installed.
To verify access to the multidimensional databases:

1. In the Start menu, navigate to Programs > Microsoft SQL Server 2008 > SQL Server
Management Studio.
2. Right-click SQL Server Management Studio and select Run as.
Figure B-1 Start Menu
3. The Run As window appears.

Figure B-2 Run As Window
4. Select The following user.

5. From the User name drop-down list, select the domain user associated with the NICE
services in the NICE Perform Applications.
6. Click OK.
The Connect to Server window appears.
Figure B-3 Connect to Server Window
7. In the Server type drop down list, select the Analysis Service database to which you want to
connect, and click Connect.
If the Management Studio opens, it indicates that the NICE Perform Applications are able to
connect to the multidimensional databases.
However, if connection fails, the following error message appears:
Figure B-4 Connect to Server - Error Message

If you are unable to establish connection between the NICE Perform Applications and the
multidimensional databases, you must define the domain user roles in the Analysis Services
Management Studio for each of the multidimensional databases:
• nice_as_kpi Database
To define the domain user roles for the nice_as_kpi database, see Defining Domain Users for
the nice_as_kpi Database on page 179.
• nice_as_my_universe Database
To define the domain user roles for the nice_as_my_universe database, see Defining Domain
Users for the nice_as_my_universe Database on page 185.
• nice_as_text_analysis Database
To define the domain user roles for the nice_as_text_analysis database, see Defining Domain
Users for the nice_as_text_analysis on page 187.

Defining Domain Users for the nice_as_kpi Database

Defining domain users for the nice_as_kpi database includes the following procedures:
• Adding a Domain User to the Process Role (see page 179)
• Adding a Domain User to the View Role (see page 184)
Adding a Domain User to the Process Role
To add a domain user to the process role:

The SQL Server Management Studio appears.
Figure B-5 SQL Server Management Studio Window
2. Navigate to Databases > nice_as_kpi > Roles > process.

3. In the right-click menu select Properties.
The Edit Role - Process window appears.
4. In the Select a Page area, select Membership .

Figure B-6 Edit Role - Process Window
5. Click the Add button.

The Select Users or Groups window appears.
Figure B-7 Select Users or Groups Window
6. Click the Locations button.

The Locations window appears.

Figure B-8 Locations Window
7. Select the domain associated with the NICE services on the NICE Perform Applications
Server and click OK.
The Select Users or Groups window reappears.
8. Click the Advanced button.
The Select Users or Groups window expands.
9. Click the Find Now button.
A list of domain users for the domain you selected is displayed in the Search Results field.

Figure B-9 Select Users or Groups Window - Search Results Area
10. Select the domain user associated with the NICE Applications Services, and click OK.
The Select Users or Groups window reappears displaying the domain user.
Figure B-10 Select Users or Groups Window
11. Click OK.

The Edit Role - Process window reappears displaying the domain user.

Figure B-11 Edit Role - Process Window
12. Click OK.

Adding a Domain User to the View Role

After adding a domain user to the Process Role of the nice_as_kpi database, you must also add a
domain user to the View Role.
To add a domain user to the view role:

2. Navigate to Databases > nice_as_kpi > Roles > view.

3. Repeat steps 3 through 11 in the previous section (Adding a Domain User to the Process
Role on page 179).

Defining Domain Users for the nice_as_my_universe Database
Defining Domain Users for the nice_as_my_universe

Database
After defining the domain user for the Process and View roles in the nice_as_kpi database, you
define the Process and View roles in the nice_as_my_universe database.

2. Navigate to Databases > nice_as_my_universe > Roles > process.

3. Repeat steps 3 through 11 in the section Adding a Domain User to the Process Role
on page 179.

Defining Domain Users for the nice_as_my_universe Database

2. Navigate to Databases > nice_as_my_universe > Roles > View.

on page 179.

Defining Domain Users for the nice_as_text_analysis

After defining the domain user for the Process and View roles in the nice_as_my_universe
database, you define the Process and View roles in the nice_as_text_analysis database.

2. Navigate to Databases > nice_as_text_analysis > Roles > process.

on page 179.


2. Navigate to Databases > nice_as_text_analysis > Roles > view.

on page 179.

C
Configuring Kerberos Delegation
NOTE: The procedures described in this Appendix are identical for SQL Server 2005
and or SQL Server 2008.
Contents
Overview........................................................................................................................190
Verifying the SQL Server Protocol ...........................................................................191
Verifying the SQL Port Number................................................................................192
Configuring Kerberos...................................................................................................193
Configuring the Service Principal Name on the Active Directory .............................193
Disabling the Named Pipes Protocol on the SQL Server.........................................195
Configuring Delegations ..............................................................................................197
Appendix C: Configuring Kerberos Delegation 189

Overview
Overview
Requirements
Before configuring the SQL Server to use the Kerberos protocol, your system must meet the
following requirements:
IMPORTANT
These procedures apply only to environments using Windows Authentication; you cannot
configure Kerberos protocol when using SQL Authentication.
• You must install the Operating System Resource Kit on the Domain Controller.
• The Domain Function Level on the Domain Controller must be set to Windows Server 2003.
WARNING
Be aware that this process is irreversible, and if not done properly may severely impact the
systems connected to this Active Directory.
THEREFORE, THIS PROCEDURE MUST BE PERFORMED ONLY BY AUTHORIZED AND
QUALIFIED PERSONNEL.
Also note that after raising the Domain Function Level to Windows Server 2003, you cannot
introduce any domain controllers that are running versions of Windows earlier than Windows
Server 2003 into that domain. This applies to the forest functional level as well.
• All SQL Servers must be part of the same domain.
-or-
If the SQL Servers are in different domains, these two domains must be configured as a
two-way trust.
• An SPN (Service Principal Name) must be defined for each SQL Server. Each service that
uses Kerberos authentication must have an SPN to enable clients to identify that service on the
network. The SPN is registered in the Active Directory under either a Computer account or a
User account.
• The time clock of each SQL Server must be synchronized with that of the Active Directory. To
synchronize the SQL Server, run the following command:
net time/set \\<Domain Controller hostname>

Overview
Verifying the SQL Server Protocol

Use the following procedure to verify which protocol is currently configured for your server:
To verify the SQL Server protocol:

1. Open the SQL Management Studio on the SQL Server installed on the Primary Data Hub.
2. Connect to SQL Server on the Secondary Data Hub.
3. Run the following query:
select auth_scheme from sys.dm_exec_connections where session_id=@@spid
The protocol currently configured for your server appears in the Results area.
Figure C-1 SQL Management Studio
4. If the NTLM protocol appears, you must configure Kerberos for both the SQL Server and for
the Active Directory. Continue with Configuring Kerberos on page 193.
If the Kerberos protocol appears, continue with Configuring Delegations on page 197.

Overview
Verifying the SQL Port Number

The default port number of the SQL Server is 1433. However, since you must enter the actual port
number of the SQL Server when configuring Kerberos Delegation, it is recommended to verify the
port number before beginning.
To verify the SQL port number:

1. In the SQL Server Configuration Manager, navigate to SQL Server Network Configuration
> Protocols for Master > TCP/IP, and right-click Properties.
The TCP/IP Properties window appears.
Figure C-2 TCP/IP Properties Window
2. Scroll down to IPAll > TCP Port.

3. The SQL Port number appears in the right-hand column.

Configuring Kerberos
Configuring the SQL Server includes the following procedures:
• Configuring the Service Principal Name on the Active Directory (see page 193)
• Disabling the Named Pipes Protocol on the SQL Server (see page 195)
Configuring the Service Principal Name on the Active Directory
IMPORTANT
• Verify that the Operating System Resource Kit is installed on the Domain Controller.
• Make sure you run the commands listed in this section on the Active Directory.
• The following commands are case sensitive.
• You must run this set of commands for each SQL Server in the Multi Data Hub environment
(see the example below).
Log on to the Active Directory, and run the following set of commands:
• setspn.exe -A MSSQLSvc/<Fully_Qualified_Domain Name>:<port>
<Domain\DomainUserAccountForSQLServer>
• setspn.exe -A MSSQLSvc/<ServerHostName>:<port>
<Domain\DomainUserAccountForSQLServer>
NOTE: Leave spaces (not an underscore) as follows:

• between setspn.exe and the dash
• between the A and MSSQLSvc
• between the port number and the domain

EXAMPLE:
Let’s say we have a Primary Data Hub and two Secondary Data Hubs, where:
• Name of SQL Server on the Primary Data Hub - Master_DB
• Name of SQL Server on the first Secondary Data Hub - Secondary1_DB
• Name of SQL Server on the second Secondary Data Hub - Secondary2_DB
• Name of the Domain - Domain
• Name of the domain user account for the SQL Server - SQLUser
• Port number - 1433
You therefore run six commands (three sets of two commands), all on the Active Directory, as
follows:
• setspn.exe -A MSSQLSvc/Master_DB.domain.com:1433 Domain\SQLUser
• setspn.exe -A MSSQLSvc/Master_DB:1433 Domain\SQLUser
• setspn.exe -A MSSQLSvc/Secondary1_DB.domain.com:1433 Domain\SQLUser
• setspn.exe -A MSSQLSvc/ Secondary1_DB:1433 Domain\SQLUser
• setspn.exe -A MSSQLSvc/ Secondary2_DB.domain.com:1433 Domain\SQLUser
• setspn.exe -A MSSQLSvc/ Secondary2_DB:1433 Domain\SQLUser

Disabling the Named Pipes Protocol on the SQL Server
To disable the Named Pipes protocol on the SQL Server:

1. On the Master site, open the SQL Server Configuration Manager using the following path:
Start > Programs > Microsoft SQL Server > Configuration Tools > SQL Server
Configuration Manager.
The SQL Server Configuration Manager window appears.
Figure C-3 SQL Server Configuration Manager Window
2. Under SQL Server Network Connection, select the SQL instance.

A list of protocols appears in the right-hand pane.

Figure C-4 SQL Server Configuration Manager Window
3. Double-click Named Pipes.

The Named Pipes Properties window appears.
Figure C-5 Named Pipes Properties Window
4. Change the value of Enabled to No and click OK.

Configuring Delegations
5. Run the following command:

gpupdate /force
6. Reboot the computer
7. Repeat these procedures for each SQL Server in the Multi Data Hub environment.
Upon completion, it is recommended to run a query to verify that the Kerberos protocol is
currently configured for your server. For details, see Verifying the SQL Server Protocol
on page 191.
To configure Kerberos Delegation:

1. In the Control Panel, select Administrative Tools > Active Directory Users and
Computers, and select the domain account.
2. Under the domain account, select Computers.
Figure C-6 Active Directory Users and Computers Window
3. Double-click the SQL Server located on the Primary Site.

The Properties window appears.
4. Click the Delegation tab.

Figure C-7 Properties Window - Delegation Tab
5. Select Trust this computer for delegation to specified services only, and then select
Use Kerberos only.
The Add Services window appears.
Figure C-8 Add Services Window

7. Click the Users or Computers button.

The Select Users or Computers window appears.
Figure C-9 Select Users or Computers Window
8. Click the Advanced button to browse for the domain user account.
-or-
In the Enter the Object Names to Select field, enter the name of the domain user account
for the SQL services and click the Check Names button.
The program automatically checks the validity of the user name you entered. If the name is
valid, it appears in the Enter the Object Names to Select field.
9. Click OK.
All the services (that is, the SPNs) on all the servers in the domain that apply to the domain
user account defined in step 8 appear in the Add Services window.
Figure C-10 Add Services Window
10. Select only those SPNs defined for the SQL Servers in the Multi Data Hub environment, and
click OK.
The Properties window reappears listing the selected SPNs.

11. Click OK.

12. Repeat steps 3 to 11 for each SQL Server in the Multi Data Hub environment.
13. After performing the above procedures on all the SQL Servers, return to the Active Directory
Users and Computers window and select Users.
Figure C-11 Active Directory Users and Computers Window
14. Double-click the same Domain Account User for the SQL services that you defined in step 8.
15. Repeat steps 3 to 11.
16. Reboot all the SQL Servers in the Multi Data Hub environment.

D
Running the NICE DBSpace Utility
The DBSpace utility enables you to verify database space usage and to monitor its status.
DBSpace offers the following features:
• Indicates databases that have less than 20% space available.
• Shows the used and free disk space for each database.
• Shows the used and free disk space for data and log files.
• Shows all tables in each database and their current status.
• Predicts the approximate number of days that remain until the tables reach full capacity.
IMPORTANT
You must run the DBSpace utility locally. Therefore, before running the DBSpace utility, you must
copy it to the NICE Perform server(s) on which the NICE Perform databases are installed.
To run the DBSpace utility:

1. On the NICE Perform Applications Server, navigate to the Tools > Nice DBspace.
2. In the Nice DBspace folder, double-click Nice DBspace.exe.
The Nice DBSpace window appears.
Appendix D: Running the NICE DBSpace Utility 201

Figure D-1 Nice DBSpace Window - Data/Log Tab
SQL Server Low Space
Connection Databases
Area Area
Database Status
Area
3. In the SQL Server field, enter the SQL Server name or the IP Address, or select the SQL
Server from the drop-down list.
Select either Use Windows Authentication or Use SQL Authentication. If you selected
SQL Authentication, enter your SQL Server Login name and the SQL Server password in the
Login and Password fields respectively.
NOTE: For SQL Authentication only:

By default, the sa Login password is blank. It is highly recommended to define a unique
sa Login password for your site. However, if you did not define a unique sa Login
password, leave the Password field blank.
4. Click the Connect button.

The Database Status area is populated.

5. In the Data/Log tab, select either Data to see the status of the SQL Server data files or Log to
see the status of the SQL Server log files.
The DBSpace utility displays the following:
Area Status
Low Space Databases Lists all databases in which the amount of free space
is less than 20%, and the percentage of the remaining
free space.
Drive Status Area Displays the amount of used space (displayed in blue)
and free space (displayed in green) on the drive on
which either the Data files or the Log files are located.
Databases Status Area Displays the amount of used space (displayed in blue)
and free space (displayed in green) in each database
in the NICE Perform Database Suite. The status of
each database is displayed both as a table and a
graph.
TIP: Use the scroll bar under the table to display the
portion of the table not visible.
NOTE: The DBSpace utility does not display the status of the databases in real time.
To refresh the display, click the Connect button.
6. Click the Tables tab.

Figure D-2 Nice DBSpace Window - Tables Tab
7. From the Databases drop-down list, select the desired database.

The Tables list displays all the tables in that database and the status of each table.
To display fragmentation details, double-click the desired table. The fragmentation details
appear in the Fragmentation area.
8. Click the Predict tab.

Figure D-3 Nice DBSpace Window - Predict Tab
9. The Predict table gives an estimate of how much time remains until each of the listed tables
reaches full capacity. The calculations are based on the parameters listed at the top of each
column.
10. Click the Activity tab.

Figure D-4 Nice DBSpace Window - Activity Tab
11. In the Refresh Rate drop-down box select the desired number of seconds and click the Start
button.
To see the most relevant connections of any of the databases, click the desired database. To see
all the connections of that database click the Show All button.

E
Enabling Microsoft SQL Server 2008/2008
R2 Analysis Services
Microsoft SQL 2008/2008 R2 Analysis Services runs as a Microsoft Window service. Therefore,
to enable the Analysis Services, you define the Analysis Services service.
Contents
Enabling the SQL Server Analysis Services Service ................................................208

Defining the Local System Account in the nice_dw Database................................. 211
Appendix E: Enabling Microsoft SQL Server 2008/2008 R2 Analysis Services 207

Enabling the SQL Server Analysis Services Service

If you did not select the Use Analysis Services checkbox during installation, you must enable the
SQL Server Analysis Services service.
To enable the SQL Server Analysis Services service:

1. In the Computer Management, navigate to Computer Management > Services and
Applications > SQL Server Configuration Manager > SQL Server Services, and select
SQL Server Analysis Services (MSSQLSERVER).
Figure E-1 Computer Management Window
2. Right-click SQL Server Analysis Services (MSSQLSERVER), and select Properties.

The SQL Server Analysis Services (MSSQLSERVER) Properties window appears.

Figure E-2 SQL Server Analysis Services (MSSQLSERVER) Properties Window
3. Click the Service tab.

The SQL Server Analysis Services - Service tab appears.
Figure E-3 SQL Server Analysis Services - Service Tab

4. Select Start Mode. Click the drop-down arrow and select Automatic.
Figure E-4 SQL Server Analysis Services - Service Tab
5. Click OK.
If the Logon account of the Analysis Services is not a local administrator, you must define reading
privileges in that account for the nice_dw database (see Defining the Local System Account in
the nice_dw Database on page 211).

Defining the Local System Account in the nice_dw Database
Defining the Local System Account in the nice_dw

Database
If the Logon account of the Analysis Services is not a local administrator, you must define reading
privileges in that account for the nice_dw database.
To define the Local System account in the nice_dw database:

1. On the computer on which the nice_dw database is installed, open the SQL Server
Management Studio.
2. Under Databases, select the nice_dw database.
Figure E-5 SQL Server Management Studio
3. In the right-click menu, select Properties.

4. Click the Permissions page.

Defining the Local System Account in the nice_dw Database
Figure E-6 Database Properties Window - Permissions Page
5. In the Connect row, select Grant.

6. Click OK.

F
Creating Domain Users and Updating
Privileges
Before installing the NICE Perform Database Suite, you must first create two domain users, one
for NICE services and one for SQL services.
This appendix describes how to create the domain users and assign the necessary privileges.
NOTE: Domain users for NICE Perform must meet the following requirements:
• The domain user must have Administrator privileges for the local machine.
• The domain user must be a member of the local Administrator’s Group.
Contents
Setting up a Domain User Account on the Active Directory ....................................214

Setting up the Domain User on the Domain Client....................................................221
Updating Privileges of the Domain User on the Domain Client ...............................224
Appendix F: Creating Domain Users and Updating Privileges 213

Setting up a Domain User Account on the Active Directory
IMPORTANT
Since you create two domain user accounts, you must perform the procedures in this section
twice, once for the domain user account for NICE services and once for the domain user account
for SQL services.
First, you set up domain user accounts for the NICE services and for the SQL services on the
Active Directory. There are two steps:
• Creating a Domain User Account on the Active Directory (see page 214)
• Assigning User Rights Assignments for the Domain User Account on the Active
Directory (see page 217)
Creating a Domain User Account on the Active Directory

First you create a domain user account on the Active Directory.
To create a domain user account on the Active Directory:

1. In the Control Panel, select Administrative Tools and double-click Active Directory Users
and Computers.
2. Under Active Directory Users and Computers, select the domain in which you want to
create the domain user, and select Users.

Figure F-1 Active Directory Users and Computers Window
3. In the right-click menu, select New > User.

The New Object - User Name window appears.
Figure F-2 New Object - User Name Window

4. Enter the First and Last names in the respective fields.
NOTE: The First Name field is required; the Last Name field is optional.
In the User Logon Name field, define the Logon Name for this user.
5. Click Next.
The New Object - User Password window appears.
Figure F-3 New Object - User Password Window
6. Enter and confirm a password for this user.
NOTE: Use a strong and restricted password.
Select User cannot change password and Password never expires. DO NOT select the
other two options.
7. Click Next.
The New Object - Finished window appears.

Figure F-4 New Object - Finished Window
8. Click Finish.
The user you defined appears in the list of users.
Assigning User Rights Assignments for the Domain User Account on the
Active Directory
After creating the domain user account on the Active Directory, you assign the necessary User
Rights Assignments for that domain user account.
To assign User Rights Assignments for the domain user account:

1. In the Control Panel, select Administrative Tools and double-click Domain Security
Policy.
The Default Domain Security Settings window appears.
2. Under Security Settings, select Local Policies > User Rights Assignment.

Figure F-5 Default Domain Security Settings Window
3. Double-click the Log on as a service policy.

The Log on as a Service Properties window appears.

Figure F-6 Log on as a Service Properties Window
4. Verify that the Define These Policy Settings checkbox is selected, and click the Add User
or Group button.
The Add User or Group window appears.
Figure F-7 Add User or Group Window
5. Click the Browse button.

The Select Users, Computers, or Groups window appears.

Figure F-8 Select Users, Computers, or Groups Window
6. In the Enter the Object Names to Select field, enter the name of the user for whom you
want to assign this User Right Assignment.
7. Click the Check Names button.
8. Click OK.
The program attaches the domain user account as the Log on as a Service Properties window
reappears.
9. Click Apply, and then click OK.
10. Repeat steps 3 to 9 for the policies listed in the following table:
Domain User Accounts for Nice Services

Domain User Account
and for SQL Services*
(When Using SQL Authentication)
(When Using Windows Authentication)
• Log on as a service • Log on as a service
• Log on as a batch job • Log on as a batch job
• Act as part of the operating system
• Create a token object
• Manage auditing and security log
• Replace a process level token
* Kerberos protocol requires that all these policies are assigned to all services using Windows
Authentication.

Setting up the Domain User on the Domain Client
IMPORTANT
You must also perform the procedures in this section twice, once for NICE services and once for
SQL services, on all the NICE Perform domain clients.
After you have created the two domain user accounts on the Active Directory, you must add them
to the Administrators group on the domain client. This allows those domain user accounts to have
local administrative rights on the domain client.
NOTE: Log in to the domain client via any domain user that belongs to the local
Administrator Group.
To set up the domain user on the domain client:

1. In the Control Panel, select Administrative Tools > Computer Management.
2. Under System Tools, select Local Users and Groups > Groups.
Figure F-9 Computer Management Window
3. Double-click Administrators.
The Administrators Properties window appears.

Figure F-10 Administrators Properties Window

The Select Users, Computers, or Groups window appears.
Figure F-11 Select Users, Computers, or Groups Window
5. In the Enter the object names to select field, enter the name of the domain user account
you want to assign to this Group.

6. Click the Check Names button.

NOTE: Verify that the user appears as a fully qualified domain name, that is, that the
name appears in the following syntax:
• nnnn@domain name.com, in which “nnnn” is the User Name.
7. Click OK.
The program attaches the domain user account to the local Group as the Administrators
Properties window reappears.
8. Click Apply, and then click OK.

Updating Privileges of the Domain User on the Domain Client
Updating Privileges of the Domain User on the Domain

Client
If any of the configurations of the domain user are changed on the Active Directory, you must
update the domain user on the domain client. To do so, use these procedures.
To update privileges of the domain user on the domain client:

1. In the Run window, type cmd and click OK.
The Windows\System32\cmd.exe window appears.
Figure F-12 Windows\System32\cmd.exe Window
2. At the cursor, type the following exactly as it appears in Figure F-13:

gpupdate /force

Updating Privileges of the Domain User on the Domain Client
3. Press Enter.
The system updates the defined privileges for the domain user.
4. Verify that User Policy Refresh has completed and Computer Policy Refresh has
completed appear in the window, as in Figure F-14.

G
Scheduling the ReIndex Job
The SQL Server Agent Reindex job is critical for maintaining proper system performance;
however, the NICE Perform Database Suite does not archive calls while the Reindex job is
running. Therefore, this job is defined by default to run every Sunday morning at 02:00 (2 am),
when there is no activity at most sites.
If this time is not suitable for the needs of your site, you must define a different, more convenient
time. This appendix describes the procedures for changing the scheduled time for running the
ReIndex job.
To schedule the ReIndex job:

2. Under the SQL Server, navigate to SQL Server Agent > Jobs, and select Nice ReIndex.
Appendix G: Scheduling the ReIndex Job 227

Figure G-1 SQL Server Management Studio
3. In the right-click menu, select Properties.

The Job-Properties - Nice ReIndex window appears.
4. Select the Schedules page.

Figure G-2 Job-Properties - Nice ReIndex - Schedules Page
5. Click the Edit button.

The ReIndex Schedule window appears.

Figure G-3 ReIndex Schedule Window
6. In the Frequency and Daily Frequency areas, select the desired days and time respectively.
7. Click OK.

H
Enabling Summary Page Display of NICE
System Information
IMPORTANT
Not all NICE components are supported by all of the operating systems described here!
To verify which operating systems are supported for NICE components, see the Certified Servers
Guide.
Contents
Overview........................................................................................................................232
Common Terms.............................................................................................................233
Windows 2008 / Windows 2008 R2: Enabling Summary Page Display ...................234
Adding the System Administrator User to Computers not in an Active Directory
Environment .............................................................................................................234
Editing DCOM Permissions......................................................................................237
Windows 2003: Enabling Summary Page Display.....................................................244
Verifying the System Administrator User..................................................................244
Adding the System Administrator User to Computers not in an Active Directory
Environment .............................................................................................................246
Installing WMI Windows Management Instrumentation ...........................................249
Editing DCOM Permissions......................................................................................251
Setting Security Permissions through the WMI Control ...........................................257
Appendix H: Enabling Summary Page Display of NICE System Information 231

Overview
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 H-1 Summary Page in the System Administrator
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.
In this appendix, we describe how to change the security settings to enable the System
Administrator user to access information on these computers.

Common Terms
Common Terms
Some common Microsoft terms used in this appendix are listed in the table below.
Table H-1: Common Microsoft Terms
Term Meaning
COM Component Object Model. COM is a platform-independent, distributed,

object-oriented system for creating binary software components that can
interact.
DCOM Distributed Component Object Model. DCOM is a protocol that enables

software components to communicate directly over a network.
WMI Windows Management Instrumentation. WMI is the Microsoft

implementation of Web-based Enterprise Management (WBEM), which is
an industry initiative to develop a standard technology for accessing
management information in an enterprise environment. Remote WMI
connections are made through DCOM.
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.

Windows 2008 / Windows 2008 R2: Enabling Summary Page Display
Windows 2008 / Windows 2008 R2: Enabling Summary

Page Display
IMPORTANT
These procedures must be repeated on each Recording Machine!
In these procedures, you will be doing the following:

1. Add a new System Administrator user through the Control Panel. This user will not use Local
System as its Log On. For details see, Adding the System Administrator User to
Computers not in an Active Directory Environment on page 234.
2. Edit the DCOM permissions to enable the remote launch and remote activation of WMI
queries. For details see, Editing DCOM Permissions on page 237.
IMPORTANT
These procedures must be repeated on each Recording Machine!

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.
To add the System Administrator user to a computer:

1. On the Recording Machine desktop, right-click the Computer icon and select Manage.
The Server Manager window appears.

Figure H-2 Server Manager Window
2. In the left-hand pane, navigate to Server Manager > Configuration > Local Users and
Groups > Users.
Figure H-3 Server Manager - Local Users and Groups
3. In the left pane, right-click Users and select New User.

Figure H-4 New User
The New User window appears.

Figure H-5 New User
4. Complete the fields as follows:

a. User name: Enter the user name exactly as it appears in the Services window on the
Application Server.
b. Full name: Enter first name and last name of the user.
c. Description: (Optional) Enter text describing the System Administrator user.
d. Password and Confirm Password: Enter the password for the System Administrator
user.
5. Clear the User must change password at next logon checkbox.
6. Click Create.
The user is created and the window clears itself.
7. Click Close to close the New User window.

A new system administrator user appears in the list in the right pane.
Figure H-6 Server Manager Window - New User
System
Administrator
User
Editing DCOM Permissions

You edit the DCOM permissions to enable the remote launch and remote activation of WMI
queries.
IMPORTANT
• Before you begin this procedure, you need the System Administrator user name.
• The System Administrator user cannot be Local System. The Local System user cannot be
granted the correct permissions for all the machines in the system. If the System
Administrator user is Local System, you need to change it to another user.
To edit DCOM permissions:

1. Open the Run window and enter dcomcnfg. Click OK.
2. If the Active Directory messages appears, click OK.
Figure H-7 Active Directory Message

The Component Services window appears.

Figure H-8 Component Services Window
3. Navigate to Console Root > Component Services > Computers > My Computer.
4. Right-click My Computer and select Properties.
The My Computer Properties window appears.
Figure H-9 My Computer Properties Window
5. Click the COM Security tab.

Figure H-10 COM Security Tab
Launch and Activation Permissions
Click Edit Limits
6. In the Launch and Activation Permissions area, click Edit Limits.

The Launch and Activation Permission window appears.
Figure H-11 Launch and Activation Permission Window
System Administrator User
7. Verify that the name of the System Administrator user appears in the Group or user names
area.
8. If the name of the System Administrator user appears, proceed to Step 9.
-or-
If the name of the System Administrator user does not appear, do the following:
a. Click Add. The Select Users or Groups window appears.

Figure H-12 Select Users or Groups Window
Enter System Administrator

User
Click Check Names
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names. The domain and user name appears.
Domain and User name
d. Click OK. The Launch and Activation Permission window reappears.

Figure H-14 Launch and Activation Permission Window
Select Remote Launch
Select Remote Activation
9. In the Group or user names area, select the System Administrator user.

10. In the Permissions for <User> area, select the Allow column for the following (see
Figure H-14):
• Remote Launch
• Remote Activation
11. Click OK.
The Properties window, displaying the COM Security tab, reappears.
Access Permissions
Click Edit Limits
12. In the Access Permissions area, click Edit Limits.

The Access Permission window appears.

Figure H-16 Access Permission Window
13. Verify that the name of the System Administrator user appears in the Group or user names
area.
14. If the name of the System Administrator user appears, proceed to Step 15.
-or-
If the name of the System Administrator user does not appear, do the following:
a. Click Add. The Select Users or Groups window appears.
Enter System Administrator

User name
Click Check Names
Administrator user.
c. Click Check Names. The domain and user name appears.

Domain and User name
d. Click OK.
The Access Permission window reappears.
Verify Local Access Selected

Select Remote Access
15. In the Group or user names area, select name of the System Administrator user.
16. In the Permissions for <User> area, do the following (see Figure H-19):
a. Verify that Local Access is selected.
b. Select Remote Access.
17. Click OK to close the Access Permission window.
The My Computer Properties window reappears.
18. Click OK to close the My Computer Properties window.

Windows 2003: Enabling Summary Page Display

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. Installing WMI Windows Management Instrumentation. You install WMI in order to
access management information.
4. Editing DCOM Permissions. You edit the DCOM permissions to enable the remote launch
and remote activation of WMI queries.
5. 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.
Verifying the System Administrator User

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. If you need to verify the identity of the System Administrator user, you check
which user is associated with the Nice SystemAdministrator service.
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.
To verify the System Administrator user:

1. On the Applications Server, click Start, and then select Run.
The Run window appears.
Figure H-20 Run Window
2. In the Open field, enter services.msc, and click OK.

The Services window appears.

Figure H-21 Services Window
3. In the Name column, find Nice SystemAdministrator.

4. Verify the name in the Log On As column.
Figure H-22 Nice SystemAdministrator in Services Window
User Name
This name is the user name of the System Administrator.

IMPORTANT
The System Administrator user cannot be Local System. The Local System user cannot be
granted the correct permissions for all the machines in the system. If the System Administrator
user is Local System, you need to change it to another user.

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.
IMPORTANT
Before starting this procedure, obtain the user name and password of the System Administrator
user. See Verifying the System Administrator User on page 244 to obtain the user name.
To add the System Administrator user to a computer:

1. From the Start menu, select Control Panel.
The Control Panel appears.
Figure H-23 Control Panel

2. In the Name column, double-click Administrative Tools.

The Administrative Tools window appears.
3. Double-click Computer Management.
The Computer Management window appears.
Figure H-24 Computer Management Window
4. Expand System Tools > Local Users and Groups > Users.
A list of existing local users appears in the right pane.
Figure H-25 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.
Figure H-26 New User
The New User window appears.

Figure H-27 New User
7. Complete the fields as follows:

a. User name: Enter the user name exactly as it appears in the Services window on the
Applications Server. See Verifying the System Administrator User on page 244.
b. Full name: Enter the first name and last name of the user.
c. Description: (Optional) Enter text describing the System Administrator user.
d. Password and Confirm Password: Enter the password for the System Administrator
user.

8. Clear the User must change password at next logon checkbox.

9. Click Create. The System Administrator user appears in the list in the left pane.
10. Proceed to Installing WMI Windows Management Instrumentation on page 249.
Installing WMI Windows Management Instrumentation
In order to install WMI:

1. From the Start menu, select Settings > Control Panel > Add or Remove Programs .
The Add or Remove Window Programs window appears.
2. Select Add/Remove Windows Components.
The Windows Components Wizard window appears.
Figure H-28 Windows Components Wizard
3. Select Management and Monitoring Tools, and click Details.

The Management and Monitoring Tools window appears.

Figure H-29 Management and Monitoring Tools Window
4. Select WMI Windows Installer Provider.

5. Click OK.
The Windows Components Wizard (Figure H-28 on page 249) reappears.
6. Click Next.
You are prompted to insert a disk to continue the installation.
Figure H-30 Insert Disk
7. Click OK.
The Locate File window appears.
8. Browse to the i386 folder, and select the MSI.MF file.

Figure H-31 Locate File Window
9. Click Open.
The installation process begins.
Upon completion of installation, the Windows Components Wizard window (Figure H-28
on page 249) reappears.
10. Select Finish.
Editing DCOM Permissions

You edit the DCOM permissions to enable the remote launch and remote activation of WMI
queries.
IMPORTANT
• Before you begin this procedure, you need the System Administrator user name.
• The System Administrator user cannot be Local System. The Local System user cannot be
granted the correct permissions for all the machines in the system. If the System
Administrator user is Local System, you need to change it to another user.
To edit DCOM permissions:

1. From the Start menu, select Run.
2. In the Open field, enter DCOMCNFG, and then click OK.

The Component Services window appears.

3. In the Console Root tree, expand Component Services > Computers.

Right-click
My Computer
4. Right-click My Computer and select Properties.

The My Computer Properties window appears.

Figure H-35 My Computer Properties Window
5. Click the COM Security tab.

6. In the Launch and Activation Permissions area, click Edit Limits.

The Launch Permission window appears.

Figure H-37 Launch Permission Window
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.
Figure H-38 Select Users, Computer, or Groups Window
Administrator user.
c. Click Check Names.
The user and domain name appears.
d. Click OK.
The Launch Permission window (Figure H-37 on page 254) reappears.

10. In the Permissions for <User> area, in the Allow column, select Remote Launch and
Remote Activation, and then click OK.
Figure H-39 Launch Permission Window
The COM Security tab (Figure H-36 on page 253) reappears.

11. In the Access Permissions area, click Edit Limits.
The Access Permission window appears.
12. In the Group or user names area, verify that the name of the System Administrator user

a. Click Add.
Administrator user.
The user name and domain name appear.
d. Click OK.
The Access Permission window (Figure H-40 on page 255) reappears.
15. In the Permissions for <User> area, do the following:
a. Verify that Local Access is selected.
b. Select Remote Access.

Figure H-42 Security Limits Window
Verify Local Access Selected

Select Remote Access
16. Click OK.

The COM Security tab (Figure H-36 on page 253) reappears.
17. Click OK to close the My Computer Properties (Figure H-35 on page 253) window.
18. Proceed to Setting Security Permissions through the WMI Control on page 257.
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.
To set security permissions through the WMI Control:

1. From the Start menu, select Run.
2. In the Open field, enter wmimgmt.msc, and then click OK.

The Windows Management Infrastructure (WMI) window appears.

Figure H-44 Windows Management Infrastructure (WMI) Window
Right-click WMI Control
3. Right-click the WMI Control (Local) icon, and then click Properties.
The WMI Control (Local) Properties window appears.
Figure H-45 WMI Control (Local) Properties Window
4. Expand Root, and select the DEFAULT namespace.

5. Click Security.
The Security for ROOT\DEFAULT window appears.
Figure H-47 Security for ROOT\DEFAULT Window
6. In the Group or user name area, verify that the name of the System Administrator user
a. Click Add.

Administrator user.
The user and domain name appears.
d. Click OK.
The Security for ROOT\DEFAULT window (Figure H-47 on page 259) reappears.
9. In the Permissions for <User> area, in the Allow column, select Execute Methods and
Remote Enable.
10. Click OK.

The Windows Management Infrastructure (WMI) window reappears.

Figure H-50 Windows Management Infrastructure (WMI) Window
11. Right-click the WMI Control (Local) icon, and then click Properties.
The WMI Control (Local) Properties window appears.
12. Expand Root, and select the CIMV2 namespace.

13. Repeat Step 5 to Step 12.

14. Close the Windows Management Infrastructure (WMI) window (Figure H-50 on page 261).

Index
A monitoring SQL jobs 102
overview 82
about Windows Authentication 19
Act as part of the operating system properties 94
defining for the domain user 220 workflow 87
Active Directory data mart
assigning privileges to the domain user recreating links 73
account 217 Data Mart Server 25
creating a domain user account 214 database servers
setting up domain user account 214 defining 58, 61
Administration database deleting a definition 75
defining 67 modifying a definition 75
alias column names SQL security 70, 71
defining 67 database size
Analysis Services 24 calculating 23
defining the local system account 211 Database Suite
enabling the service 208 defining domain users 213
architecture 84, 85 databases
Audio Analysis 17, 58 checking backup 142
Autogrowth checking connections 129
defining 146 defining 58
defining Administration 67
C increasing the size 143
indexes 66
calculating database size 23
checking free space in the database 157 running practice recovery sessions 18
columns troubleshooting 125, 155
activating and deactivating 69 DatabaseSizeCalculator.xls spreadsheet 23
using alias names 67 domain client
Create a token object policy setting up domain user 221
defining for the domain user 220 updating privileges to domain user 224
domain user
D assigning privileges 171
creating 213
data columns, see columns
data files defining for nice_as_kpi database 179
modifying the size 50 defining for nice_as_my_universe
Data Mart 157 database 185
architecture for multi Data Hub 85 defining for nice_as_text_analysis
architecture for single Data Hub 84 database 187
customizing 83 setting up on domain client 221
defining 88 updating privileges 213, 224
domain overview 106 verifying User Rights Assignments 133
installing 87 domain user account
installing domains 90 assigning privileges on the Active
linking to databases 92 Directory 217
Index 263

creating on Active Directory 214 checking missing databases 130
for NICE services 21 checking performance 137
for SQL services 22 checking SQL jobs 129
setting up on Active Directory 214 checking the installation folder 135
domains error logs and events 128
installing 90 instances 46, 121
linking databases 92 multi instances syntax 46
overview 106 scanning the disk 139
setting up 23
E Microsoft SQL Server 2008 143
encryption Analysis Services 24
encryption keys 17, 58 changing passwords in SQL
Authentication 139
I checking database connections 129
increasing the size of a database 143 checking free database space 131
indexing reserved columns 66 checking missing databases 130
installations checking SQL jobs 129
Microsoft SQL Server 2008 23 checking the installation folder 135
NICE Perform Database Suite 41 error logs and events 128
site overview 16 instances 46, 121
instances multi instances syntax 46
multi instances syntax 46 scanning the disk 139
setting up 23
K Multi Data Hub environment
Key Storage Manager application 17, 58 troubleshooting 163
Multi Data-Hub environment
L checking replication 166
links multidimensional databases
recreating to the Data Mart Server 158 about 24
local system account configuring in System Administrator 110
defining 211 establishing connection with the Applications
log files Server 175
modifying the size 50 verifying connection with the Applications
recommended size 51 Server 176
Log on as a batch job policy
defining for the domain user 220 N
Log on as a service NICE DBSpace utility 148
defining for the domain user 218, 220 NICE KSM application 17, 58
verifying 132 nice login password
login changing 141
nice password 71 NICE Perform ClearSight
nice sa password 70 use with nice_as_text_analysis database 24
NICE Perform Data Mart Server
M installing the Update Pack 41
Manage auditing and security log policy NICE Perform Database Server 25
defining for the domain user 220 checking the connection to 129
Microsoft SQL Server 2005 143 installing the Update Pack 41
Analysis Services 24 NICE Perform Database Suite 19
changing passwords in SQL calculating size of the databases 23
Authentication 139 checking free database space 131
checking database connections 129 defining Windows SQL Authentication 46
checking free database space 131 installing the software 41
Index 264

modifying size of database 50 nice_storage_center database
multidimensional databases 17, 59 description 17, 58
relational databases 17, 58 NT Authentication
servers used for 19 see Windows Authentication
troubleshooting 125, 155
using the Data Mart Server 25 P
NICE Performance Collector 144 password
nice sa login password changing in SQL Authentication 139
changing 140 SQL server 70, 71
NICE services Playback Server 17, 58
defining domain users 213 process role
domain user account 21 adding domain user in the nice_as_kpi
nice_admin database database 179
description 17, 58 adding domain user in the
nice_as_kpi database 24, 25, 110 nice_as_my_universe database 185
configuring in System Administrator 110 adding domain user in the
defining domain users 179 nice_as_text_analysis database 187
description 17, 59
nice_as_my_universe database 24, 25, 110 R
configuring in System Administrator 110 recreating links 73
defining domain users 185 Reindex Job 23
description 17, 59 scheduling 227
nice_as_text_analysis database 19, 24, 25, 110 Replace a process level token policy
configuring in System Administrator 110 defining for the domain user 220
defining domain users 187 replication
description 17, 59 checking 166
nice_audit database requirements
description 17, 58 hardware 18
nice_ca database software 18
description 17, 58 reserved columns
nice_crypto database indexing 66
description 17, 58 Rules Manager 17, 58
nice_cti_analysis database
description 17, 58 S
nice_dw database sa password 46, 149, 202
defining the local system account 211 service account
description 17, 58 verifying 132
nice_ib database site installation overview 16
description 17, 58 SQL Authentication
nice_interactions database changing passwords 139
description 17, 58 defining 46
nice_pbs database entering definitions during database
description 17, 58 installation 46, 47
nice_qa database SQL jobs
description 17, 58 checking 129
nice_reporter database Data Marts 102
description 17, 58 defining schedules 114
nice_rule database SQL security, System Administrator 70, 71
description 17, 58 SQL servers, see database servers
nice_screen_sense database SQL services
description 17, 58 defining domain users 213
domain user account 22
Index 265

System Administrator 110
configuring the multidimensional
U
Update Pack
databases 110 NICE Perform Database Suite 41
configuring the nice_as_kpi database 110 User Rights Assignments
configuring the nice_as_my_universe verifying domain users 133
database 110 verifying Log on as a service 132
configuring the nice_as_text_analysis
database 110
database configuration 58
V
view role
adding domain user in the nice_as_kpi
T database 184
troubleshooting 125, 155 adding domain user in the
checking database backup 142 nice_as_my_universe database 186
checking database connections 129 adding domain user in the
checking free database space 131 nice_as_text_analysis database 188
checking free space in the Data Mart
database 157 W
checking missing databases 130 Windows Authentication
checking performance 137, 144 about 19
checking replication 166 domain users 20
checking SQL jobs 129 entering definitions during database
checking the connection to the Database installation 44, 45
Server 129 establishing connection between the
checking the installation folder 135 multidimensional databases and the
Data Mart flow 156 Applications Server 175
general considerations 128 usage of 19
monitoring performance objects and verifying connection between the
counters 136 multidimensional databases and the
Multi Data Hub environment 163 Applications Server 176
scanning the disk 139 verifying security settings 171
SQL error logs 128 verifying User Rights Assignments 133
SQL events 128 Windows Event Viewer
verifying Log on as a service 132 checking 128
verifying the service account 132 workflow
Windows Event Viewer 128 Data Mart 87
Index 266

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NICE Perform®

Databases Installation Guide

APAC Region: (Asia/Pacific)

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

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

International Headquarters-Israel North America

Revision Modification Date Description

A1 December 2009 • Updated list of mandatory requirements.

A2 February 2010 • Updated to reflect policy of installing all relational

A3 August 2010 • Updated DBSetup installation procedures.

A4 December 2010 • Updated database installation procedures (see

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

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

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform Site Installation Overview

Install NICE Perform Applications and define in System Administrator

Legend: Connect one of the following:

Configure the NICE Interactions Center in the System Administrator

Configure and then Install CTI Integrations

Define Loggers in System Administrator

Define Channel Mapping in the System Administrator

Install Reporter Server and Import Packages

Install NICE IA Link Analysis Server

Install relevant optional components and define in System Administrator:

Install the latest approved Updates

Install NICE Sentinel Server

Perform Required Installation and Acceptance Test Procedures

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Database Names and Descriptions

Table 1-1: Relational Databases

Table 1-2: Multidimensional Databases

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NOTE: The nice_as_my_universe, nice_as_text_analysis, and nice_as_kpi databases

Running Database Recovery Practice Sessions

Hardware and Software Requirements

Guidelines for Installing Components on Windows Server 2008/Windows

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Setting up the Servers

About Windows (NT) Authentication

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Domain User Account for NICE Services

NICE Domain and

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Domain User Account for SQL Services

SQL Domain and

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Setting up the Microsoft SQL Server

Calculating Database Size

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Microsoft SQL Server Analysis Services

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Data Mart Server

Enabling Display of NICE System Information in System

NICE Perform ® Release 3.2: Databases Installation Guide (Rev A4)

Before beginning the procedures listed below, review the Introduction.

No Procedure Comments Refer to...