Troubleshooting Guide NIM 4.1 PDF

Troubleshooting Guide
Reference Guide
Release: NICEInteraction Management 4.1
Document Revision: B1
Distribution Status: Published
Publication Date: June 2015
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CONTENTS
1: Introducing NICEInteraction Management

Troubleshooting 35
Scope of this Guide 36
Software Version 36
What is included in this guide? 36
Sources of Information 44
Document Revision History 45
2: Using NICE Testing and Debug Tools 49

Gather Information 50
Preparing the Open Service Request Procedure Workflow 51
Submit an Open Service Request Procedure - Checklist 53
Open Service Request Procedure - Form to Submit 59
If a Problematic Scenario Occurs, What Should I Do? 68
Log File Paths 68
Setting Reporting Levels & Activating Debug Tools 70
Setting the Call Server, RCM, and Database Server Reporting Level 70
Setting Up the Events Spy 71
Setting Up the Events Spy to Receive Events 73
Searching for Events 75
Setting Up the CAPI Spy Plug-in 76
Changing CAPI Spy Tool Connection Details 80
Setting the Integration Log Reporting Levels 80
Setting Up the Debug Service 82
Setting Up the Ethereal Sniffer 87
Restarting the System and Running Problematic Scenario 88
Collecting Information 89
NICEInteraction Management 4.1

Troubleshooting Guide (B1) -3-
Table of Contents
Searching, Collecting, and Saving Events Spy Logs 89

Searching for Events 90
Saving Events in a Log File 90
Saving Current Events 91
Saving Selected Current Events 91
Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility 91
Collecting the Debug Service Files 93
Reset the System 95
Resetting the Call Server, RCM, and Database Server Reporting Levels 95
Resetting the Integration Log Reporting Levels 96
Resetting the Events Spy 97
Resetting the Debug Service 99
Connection Manager Monitor 102
Setting Up the Connection Manager Monitor 102
Managing the Connection Manager Monitor 106
Stopping the Connection Manager Monitor 107
Disconnecting the Connection Manager Monitor Client 107
Log Manager System 108
Using the Log Manager 108
Using the CTI Console Viewer 108
Log Manager Services 111
Using the Log Viewer 112
3: Enabling Summary Page Display of NICE System

Information 115
Overview 116
Common Terms 117
Windows 2008 / Windows 2008 R2: Enabling Summary Page Display 118
Adding the System Administrator User to Computers not in an Active Directory
Environment 118
Editing DCOM Permissions 123

Table of Contents
4: Playback Troubleshooting Flow 133

Gathering Information 135
Understanding the Playback Flow 136
General Troubleshooting Flow 138
Troubleshooting Playback Problem for All Calls 140
Troubleshooting Playback Problem for Specific Calls 142
Setting the Log Level in System Administrator 145
Setting the Log Level in the .Config File 146
Setting the Player Log Levels 148
Checking the Workstation Ports 150
Checking the File Versions 151
Checking the Locate Order 153
Checking the Storage Center 154
Troubleshooting Player Errors 155
Playback Logic Errors 155
Logger Errors 157
Storage Center Errors 158
Checking the Playback Logs 159
Sample Player Logs 160
Sample Log 160
Storage Center Disconnection Log 160
Storage Center with Playback Logic Log 162
Logger Disconnection Log 164
Checking the NiceScreen Logs 166
Example of Troubleshooting Using the Logs 167
PlaybackAdministration.txt 167
LocateLog.txt 169
Collecting the Server Logs Using the Log Collector Tool 172
Collecting the Client Logs Using Log Collector Tool 173
Copying the Playlist 174
Dumping the Client Memory 175
Understanding Playback Retrieval 176

Table of Contents
Other Troubleshooting 177

No Recording Was Found Message 177
Playback Fails and Message Appears After Delay 177
5: Archiving Troubleshooting Flow 179

General Archiving Troubleshooting Flow 180
Tape/DVD Archiving Troubleshooting 181
Media Library Troubleshooting 184
Backup Server Device Detection Troubleshooting 187
DVD-RAM Devices Not Detected 187
USB Tapes Not Detected 188
SCSI Tapes Not Detected 188
Other Backup Server Troubleshooting 189
Rule Engine Troubleshooting 190
Rule Engine Troubleshooting Flow 190
Checking that the Archiving Rule Inserts New Calls 190
Checking the Storage Center Rule Schedule 190
Checking the Rule Engine Log File for Errors 192
Checking that there is an Active Rule 192
Checking that the Rule Engine Generates Actions for Storage Center Rules 192
Verifying that the Rule Engine is Operating Normally 193
Verifying that the Rule Engine Service is Running 194
Verifying Event Provider Operation 194
Verifying Generator Operation 194
Verifying Executer Operation 195
Checking the Rule Engine Logs 195
Checking Database Size 196
Storage Center Troubleshooting 197
Storage Center Troubleshooting Workflow 197
Setting the Storage Center Log Level to DEBUG 199
Setting the Storage Area Management (SAM) Log Level to DEBUG 199

Table of Contents
Setting the Nice Storage Streaming Log Level to DEBUG 200

Checking for Archived Calls 200
Checking the Storage Retention and Deletion Values 202
Verifying that the Storage Center Database is Selected 202
Verifying Storage Center Capacity 202
Checking Storage Center Archiving Tables for Interaction Processing Status 203
Checking the Storage Center Logs 205
Checking the NICE Storage Streaming Logs 206
Checking the Player Logs for Storage Center Errors 206
Other Troubleshooting Issues 207
Archive File Path 207
Common Troubleshooting Issues 208
Archiving Failure: Multiple Network Interface Cards 208
Allowing Duplicate Archiving 209
Storage Center Does Not Archive Calls 210
Other Useful Tools 210
Verifying the Storage Center Installation 211
Installing 64-bit TSM Client Software 212
Verifying Playback from Storage Center Only 213
Troubleshooting Storage Unit Partitions 217
Troubleshooting Flow 218
Verifying Use of Partial Storage Partitions 218
Fixing Issues with Partial Storage Partitions 218
6: Multi Data Hub Troubleshooting Flow 221

Checking Connectivity 223
Troubleshooting Saving in a Multi Data Hub Environment 224
Changing Passwords 225
Enabling MSDTC to Function in Multi Data Hub Environments 226

Table of Contents
7: Channel Mapping Troubleshooting Flow 229

Open Case Procedures 230
Open Case Procedures: System Administrator Parameters (Interactions Center) 230
Open Case Procedures: RCM 231
Channel Mapping Troubleshooting Workflow 233
Identifying a Channel Mapping Problem 233
Verifying the Channel Mapping Configuration 235
Troubleshooting an Out of Memory Error 240
Troubleshooting Two Users Updating Channel Mapping Concurrently 241
Adding a New Agent 242
Troubleshooting Scenarios 244
Error Message Appears When Updating Configuration 244
A New or Modified Mapping Definition Does Not Work 245
New Channel Mapping Definitions are not Saved 245
Channel Mapping Does Not Work! 246
Channel Mapping in System Administrator Differs from what is in Effect 246
Channels Definitions: Logger does not Appear 247
Channels Definitions: Input Channels do not Appear 247
VoIP Mapping: Cannot Define Virtual Extensions 248
VoIP Mapping: Physical Switch Does not Appear 248
VoIP Mapping: Virtual Extensions 249
Deleting or Changing Logger, Switch, or Interactions Center Server Definitions 249
Reassigning a Logger to a Different Interactions Center Server 250
8: Applications Troubleshooting Flow 251

Workflow 252
Checking the Basics 254

Table of Contents
Troubleshooting Communications Failure 256

Troubleshooting Communications Failure with Importer or Reporter 257
Troubleshooting Login Issues with FIPS Encryption Enabled 259
Troubleshooting Secure Communication 261
Checking the Applications Server Services 263
Using NICE Services Configuration Manager 265
Solving Application Services User Rights Problem 265
Checking the Installation Files 268
Checking the Log Files 269
Setting the Log Level in the Config File 270
Checking the Logs 275
Solving Desktop Problems 278
Set Security Wizard Continues to Appear After Installation 278
Problem Occurs on One Workstation 278
Problem Occurs on All Workstations 281
Permissions Issue - Local Administrators Blocked from Specific File Path 282
Solving Set Security Wizard Hangs or Displays an Error 283
Set Security Manually Using Caspol 283
Verifying the Applications are Not Loaded under the Internet Zone 283
Configuring the Application Server as a Trusted Web Site 284
Checking Initialization Errors 285
Solving Applications Server Configuration Problem 285
Troubleshooting Remote Name Could Not be Resolved Error 285
Troubleshooting Unable to Connect to the Remote Server Error 286
Troubleshooting Serialization Problem 286
Solving Service Unavailable Error 286
IIS AppPool Problem 286
Non-Paged Pool Memory Leak Problem 289
Disabling Custom Errors 290
Solving ActiveX Control Error 290
Troubleshooting Application Access (Power Management Issue) 291

Table of Contents
Troubleshooting Application Access in a Cluster Environment 294

Setting the ToolTip Font 295
Troubleshooting Browser Problems Using Logs 298
Explorer Log (on the Client Machine) 298
Desktop Client Logs (on the Client Machine) 298
IIS - WWW Log File (on the Applications Server) 299
IIS - HTTPERR Log File (on the Applications Server) 300
Application Event Viewer (on the Applications Server) 300
Solving ActiveX Control Error on the Applications Server 302
Optimizing Client Server Performance 303
Optimizing Client Server Performance on Computers without Internet 306
Redirecting the Client Request to the Local Server 306
Modifying the Security Settings in the Internet Explorer 306
Solving Email Failure 309
Verifying the SMTP Service Installation and Configuration 309
Troubleshooting SMTP 312
Troubleshooting Crystal Reports 315
Using the Process Explorer Utility 317
Using the Desktop Tester 318
9: Database Troubleshooting 319

General Databases Troubleshooting Flow 321
General Considerations 322
Checking the Windows Event Viewer 323
Checking the SQL Server Error Logs and Events 324
Checking SQL Jobs 325
Checking the Connection to the Database Server 326
Checking the Database Connections 327
Checking for Missing Databases 328
Checking Free Space in the Database 329
Verifying the Log on as a Service User Rights Assignment 331

Troubleshooting Guide (B1) - 10 -
Table of Contents
Verifying the Service Account 331

Verifying Domain Users Assigned to the User Rights Assignments 332
Checking the SQL Server Installation Folder 334
Monitoring Performance Objects and Counters 335
Checking for Performance Problems 337
Scanning the Disk for Errors 340
Changing the Database Passwords in SQL Authentication 341
Changing the nice sa Login Password 341
Changing the nice Login Password 342
Checking the Database Backup 344
Increasing the Size of a Database 346
Checking Performance Using the NICE Performance Collector 347
Defining Autogrowth 350
Verifying Database Space Using the NICE DBSpace Utility 354
10: Customer Feedback Installation Troubleshooting

Flow 360
General Information 361
Troubleshooting Customer Feedback 364
Troubleshooting Flow Expanded 364
Troubleshooting - General Issues 364
Troubleshooting - DTMF Routing 365
Troubleshooting - CTI Info or Business Data Routing 368
Surveys and Interactions are not Properly Correlated 373
11: High Density Logger Troubleshooting Flow 374

General High Density Logger Troubleshooting Flow 375
Verifying the Logger Configuration 378
Generating a Build Content Report 379

Table of Contents
Checking Logger Initiation Failure 381

Setting the Debug Level 382
Using Bug Find to Check Logs 382
Checking for Logger Configuration Errors 387
Checking Logger Activity 390
Checking Map Errors 391
Checking RCM Issues 392
Synchronizing the Time 393
Testing the Logger COTS using the NICE Test Kit 394
Tests and Log File Locations in a Windows Environment 394
Tests and Log File Locations in a DOS Environment 396
Testing the NICE Boards using the NICE Test Kit 398
Testing the Logger using the NICE PST 399
Specifications 399
Shutting Down and Starting Up the Logger 400
Using the Nicelog Setup Too 401
12: VoIP Troubleshooting Flow 408

Isolating the VoIP Problem 410
Troubleshooting VoIP Problems 411
Troubleshooting the VoIP Logger LAN Connection 412
Using Logs to Check that a VoIP Logger is Configured to Receive RTP Packets 414
Checking the RTP Packets using the Sniffer 416
Troubleshooting Network and Environment Issues 418
Checking the CLS Exceptions 419
Checking Channel Mapping 420
Using the Sniffer 420
Troubleshooting N+1 427

Table of Contents
Troubleshooting VRA (VoIP Recording Agent) 430

mascm 431
Configuring after Replacing a NIC 431
Replacing a CISCO Phone 431
Troubleshooting a Packet Size Problem 431
Troubleshooting RTP Timestamp 432
Troubleshooting RDP Delay 433
Troubleshooting the Chain Not Found Error Message 434
Troubleshooting Active VoIP Integrations 436
Logger Could Not Connect to System Administrator 436
Debug Levels 437
Changing the Debug Levels for IPCapture 437
Changing the Debug Levels for the VoIP Logger 437
12: Troubleshooting VoIP_NICELog Voice Logger

Disconnection from the RCM 438
Identifying RCM Communication Problems on a Logger 439
Potential Root Causes and Resolution 442
Logger Performance 442
Description 442
Recommended Steps for Resolution 442
Interactions Center Server Performance 445
Description 445
Network Problems Between the Logger and the Interactions Center 445
Description 445
Logger Request Load Is Too High 449
Description 449
Troubleshooting Logger Server Performance 451

Table of Contents
Setting the Performance Counters 451

Analyzing the Performance Counters 452
13: NiceScreen Troubleshooting Flow 454

Understanding the Screen Recording Process 455
Screen Recording Overview 455
ScreenAgent Registration Process 456
Screen Recording Process 457
Screen Stop Recording Process 458
Screen Monitoring and Alarming Process 459
Troubleshooting NICE ScreenAgent 462
Quick Tips 462
Troubleshooting the ScreenAgent Registration Flow 463
MPCM SIP Messaging - Registration 467
MPCM SIP Messaging - Keep Alive 471
Troubleshooting a Specific NiceScreen Logger Problem 472
Troubleshooting Tasks 474
Checking the NICE Screen Capture Service 474
Checking the NiceScreen Logger Service Status 474
Checking the Configuration 475
Isolating the Problem Further 475
Checking the NiceScreen Logger Logs 476
Checking the ScreenCapture Logs 476
Checking the ScreenAgent Logs and Configuration File 477
Checking the RCM Logs 477
Checking the Call Server Logs 477
Checking the MPCM Logs 478
Checking the Agent Center Logs 478
Checking the Player Logs 479

Table of Contents
Checking the Call Status in the Database 479

Checking the Rule 479
Port List 482
Enabling SIP Stack Logs 482
Checking Antivirus Configuration 483
Verifying the ScreenAgent Configuration 485
Testing the ScreenAgent 485
Collecting Logs 487
Using CAPI Tester 487
Using MPCM Client Tester 488
Successful Screen Recording Sample Log Files 492
NICE ScreenAgent Problems 505
NiceScreen Logger Configuration Parameters 509
14: Interactions Center Troubleshooting 516

Interactions Center System Overview 517
Interactions Center Recording Data Flows 519
Interactions-based Call Recording Data Flow 519
Total Call Recording Data Flow 537
The Basics 554
Information Needed for All Cases 554
Opening a Case 555
Checking the SNMP Traps 561
Setting the Reporting Level 561
Checking the Interactions Center Configuration 562
Starting/Stopping the Interactions Center Services 562
Checking the Status of Interactions Center Components 563

Table of Contents
Troubleshooting using the Interactions Center Logs 565

Ports 566
Checking the Interactions Center Exceptions 568
Recording Troubleshooting 573
Recording Troubleshooting Flow 574
Troubleshooting Flow Details 576
Troubleshooting No New Calls in Business Analyzer 578
Troubleshooting Calls with Poor Audio 586
Troubleshooting Calls with Audio from Several Calls 587
Troubleshooting Integration Issues 588
Troubleshooting TRS Recordings 589
Special IC Files 597
SOAP Files 622
UniquePersistency File 622
Other Tools 623
RCM Information Dumper 623
Mappings Delta Reader 627
CAPI Tester 631
Performance Monitor (PerfMon) 634
AD Plus 639
Troubleshooting the Interactions Center 641
High-Level Interactions Center Troubleshooting 641
Problem - Voice is Not Recorded 641
Troubleshooting Common IC Exceptions 643
Exception 10 - Agent Log Off During the Call 644
Exception 12 - Voice Recording Failed 648
Exception 15 - Unmapped Voice Recording 652
Exception 34 - Invalid Call Time Report 657
Exception 35 - RCM Service Not Responding 660
Exception 37 - Failed to Record VoIP 662
Exception 41 - User ID is Missing 667
Troubleshooting Capture/Observer Errors 373, 379 and 380 674

Table of Contents
Capture Errors 678

Troubleshooting Network Disconnections 680
Check the Basics 680
Other Possible Causes: 681
Additional Information and Instructions for Escalation 681
Possible Workaround 681
Performance Counter for CPU Issues 682
List of Exceptions 684
VoIP Logger Troubleshooting Flow 697
Searching the Logger and Capture logs for CheckSniffingSuccess Result 697
Logger logs: 697
Capture Logs: 698
Search for the IP Address of the Channel 699
Using Wireshark Determine: Is There RTP from that IP Address? 702
Checking the network cables, link speed and TCP/IP configuration 702
Determining the Capture type 702
Examining and fixing routing problems (SIP based only) 703
Additional errors in the logs: 703
Passive VoIP 703
Observer-based recording 703
SIP based recording 705
15: Interaction Analytics Troubleshooting 710

System Overview 715
NICE Interaction Analytics Methodology 715
Interaction Analytics High Level General Workflow 719
Interaction Analytics System Layers 722
Main Files and Directories 723
Insight Manager 724

Table of Contents
ClearSight 724
Business Analyzer 725
My Universe 725
AA Search Controller 726
Lexicon Manager 726
NICE Text Analysis Server 727
NICE Text Mining Server 727
Content Analysis Server (CAS) 728
Reporter 729
Financial Trading Floor (FTF) Query Server 730
Notification Service 730
System Administrator 731
Understanding Interaction Analytics Category Prioritization 731
Category Prioritization Examples 732
Data Mart and Analysis Cube Jobs 733
Best Practices 735
Preliminary Troubleshooting Guidelines 735
Tools for Troubleshooting 736
Sentinel 737
Content Analysis Health Check Reports 741
Log Collector 744
Key Troubleshooting Indicators 746
Insight Manager 746
ClearSight 754
My Universe 757
Content Analysis Server (CAS) 757
Reporter 759
Basic Troubleshooting 761
Advanced Troubleshooting 780
Interaction Analytics Health Check Reports 780
Case 1: Using the Content Analysis Performance Report 780
Case 2: Using the Content Analysis Backlog Report 782

Table of Contents
Content Analysis Server 784

Insight Manager 789
Discovery Category Issues Common Outcome Problems 790
Monitor Category Common Outcome Problems 792
ClearSight 795
Lexicon Manager 796
Business Analyzer 796
Reporter 799
Databases 801
Troubleshooting Techniques 803
Changing Debugging Level in Configuration Files 803
Troubleshooting the Analysis Cube 804
Verifying Operation of Data Mart Jobs 804
Using Recreate Links to Verify Job Population Success 806
Troubleshooting Data Mart Jobs 807
Verifying Analysis Cube Operation 809
Manually Processing an Analysis Cube 812
Checking the Database Size 816
Setting SQL Trace 818
Collecting Memory Dumps 819
Detecting Additional Errors via the Windows Event Viewer 820
Tracing Analysis of an Interaction 821
Troubleshooting Reporter 825
16: Hot Topics Troubleshooting 828

Terms and Concepts 829
What are Hot Topics? 830
Information Flow 832
Solution Architecture 833
Interaction Collection Method 834

Table of Contents
Related Publications 837
17: Stream Server Troubleshooting 838

Stream Server Installation Error Messages 839
Error 1001: Install Windows Media Services Role 839
Error 1001: Install Desktop Experience 839
18: Text Capture Troubleshooting 841

General Text Capture Issues 842
Microsoft Exchange Servers 855
Microsoft Office Communications Server (OCS) 2007 R2 856
Actiance Vantage Server 857
BlackBerry Enterprise Server (BES) 860
Generic Interface 862
19: Media Encryption Troubleshooting 865

Troubleshooting Workflow 866
Changing the Logging Level 866
Checking Server Connections 867
Checking the SSL Installation on the IIS Server 867
Installing the SSL Diagnostics Component 867
Running the SSL Diagnostics Tool 875
Checking the Logger/ScreenAgent 877
Checking the SNMP Traps 877
Checking the KSM Status 877
Verifying the KSM is Functioning 878
Checking the Client-side Logs 880
Checking the Server-side Logs 880
Checking for Certificate Problems 881

Table of Contents
General Troubleshooting 884

Trap Messages 884
Trap Messages for CIM Module 884
Trap Messages for KSM Module 886
SAMS Log Messages 889
ScreenAgent Module Messages 889
Verifying the IIS User Permissions for the KSM Configuration 890
Using a Fully Qualified Domain Name instead of a Host Name 892
Data Not Entered in the nice_crypto Database 895
Screens Not Recorded 897
ScreenAgent Not Working Properly 897
Ensuring Connection between SQL Server and Applications Server 900
Installing the CA (root) Certificate on Vista Workstations 901
No Interaction Playback 901
(Vista) CIMService Not Functioning Properly 901
Error Message Connection to Cryptography Information Manager Failed 902
20: Media Interconnect Troubleshooting 903

Troubleshooting with Log Files 904
Verifying Metadata Status 905
21: Troubleshooting Database Migration from Version

8.9 907
Source Database Validation Warnings 908
Enabling Delta Migration 911
Data Migration Requirements 914
Site Prerequisite Details and Corrective Actions 914
Free Space for Backup Details and Corrective Actions 915
Interaction Prerequisites and Corrective Actions 916
Data Migration 919
Back Up NICE Databases Details 919

Table of Contents
Migrate Users Details 919

Migrate Interactions Details 920
Data Migration Validation 921
22: Database Migration Troubleshooting 923

Data Verification and Corrective Actions 924
Site Prerequisite Details and Corrective Actions 924
Distributed Transaction Coordinator Service and Corrective Actions 925
SQL Preconditions and Corrective Actions 926
Free Space for Details and Corrective Actions 927
Check Preparation Details and Corrective Actions 929
Data Mart Action Verification and Corrective Actions 930
Data Migration and Validation Corrective Actions 932
23: Troubleshooting with SRT 935

Before you Begin 936
Running the SRT in Troubleshooting Mode 937
Network Analysis Tests 957
Defining Clusters 964
24: SRT Test Results 971
25: TDM Logger Firewall Settings 1001
26: Alcatel-Lucent Troubleshooting 1005

NICE Interaction Management Troubleshooting 1006
Failure to Establish Connection to the Alcatel-Lucent CTI Server 1006
IP DR Link (VoIP) - Issues And Solutions 1006
TDM DR Link - Issues And Solutions 1010

Table of Contents
General 1010
No Activity on DR Link 1010
Cannot Intrude Device 1011
Alcatel-Lucent Testing and Debugging Tools 1012
Alcatel-Lucent TSAPI Client Tester Tool 1012
Monitoring Events 1012
Simulating an Alcatel-Lucent IP DR Link Connection 1016
Simulating an Alcatel-Lucent TDM DR Link Connection 1019
Genesys T-Server Test Tools 1023
Genesys Support Phone 1023
Log Builder Application 1027
27: Aspect Dialer Troubleshooting 1029

Problem 1 1029
Solution 1 1029
Problem 2 1029
Solution 2 1029
28: Avaya AACC Troubleshooting 1031

Failed to Establish Connection to the AACC (CCT) Server 1032
29: Avaya CVLAN Troubleshooting 1033

Open a Service Request 1034
Checking the Connection Manager Log 1035
Eliminating Missing Login Events 1036
Missing VDN Information in Database 1040
Checking for Unsuccessful Device Monitoring 1041
Configuring CTI Fields (Business Data) 1042
Checking a Connection Problem 1043
Checking Monitor End is Received 1047

Table of Contents
Checking ISDN Trunk Alerting Event 1048

Checking the Connection Manager and Driver Connection to the AES 1049
General AES Environment Troubleshooting Tips 1050
Client Cannot Connect to CVLAN Server 1053
CVLAN Dump Utility 1054
Checking for Collisions 1055
CVLAN Errors and System Errors 1056
CVLAN Errors 1056
System Errors 1059
30: Avaya DMCC Troubleshooting 1063

Avaya DMCC Dashboard Simulation 1064
Starting a DMCC Dashboard Application Session 1064
Validating the Session 1067
Getting the Device ID 1067
Validating Getting the Device Id 1068
Using Monitor 1070
Starting Monitor 1070
Validating Monitor 1071
Registering a Terminal 1071
Validating the Terminal Registration 1073
Successful Terminal Registration 1073
Failed Terminal Registration 1073
Service Observation 1073
DMCC Dashboard Troubleshooting 1075
General Solutions 1076
Register Failure Error Codes (DMCC) 1078
31: Avaya IP Mapper Troubleshooting 1081

SNMP/Push/RAS Troubleshooting 1082

Table of Contents
Configuring Avaya Push on Machines With More Than One NIC Card 1082
SMS Troubleshooting 1083
Troubleshooting the SMS CTI Link 1083
Simulating the SMS CTI Link 1083
SMS Verification Tests 1089
Testing Mapping in AES Versions Prior to 4.1 1090
Testing Mapping in AES Version 4.1 and Above 1094
(Optional) Simulating the CTI LInk with the Avaya Sms Monitor - By Editing the
Commands.xml File 1097
32: Avaya TSAPI Troubleshooting 1099

Missing Login/Logout Error 1101
Failed to Monitor Device 1103
Failed to Establish Connection to the Avaya AES Server 1104
Monitor End Event is Received 1105
Calls are Reported with Wrong Direction, or Phone Number is Missing 1106
Verifying Communication Between AES Server and AvayaSwitch 1107
Viewing Avaya Error Messages Documentation 1109
Upgrading the Avaya Client 1110
33: Cisco JTAPI Troubleshooting 1111

Collecting Information for JTAPI 1113
Setting Cisco JTAPI Client Log Files 1114
Using NICE JTAPI Monitor Debug Tool 1118
CUCM Troubleshooting 1128
Complete List of Lines not Appearing 1128
Call Park Scenarios Reported Incorrectly 1130
No Events Received for Specific Device 1131
No Recording Made (JTAPI Active Recording) 1134

Table of Contents
1: Verify Phone BIB Set On 1134

2: Verify System-Wide BIB Setting 1136
3: Verify Line Appearance 1136
4: Verify Recording Destination Address Number 1137
Events Not Received 1137
1. Verify nicecti User Configuration 1137
2. Verify BIB Settings (Active Recording) 1138
3. Verify Line Appearance (Active Recording) 1138
Extension Mobility Problems 1138
Verify Correct CUCM Configuration 1138
Verify CUCM Sends SIP Invite Messages to VRSP 1139
CUCM SIP Session Opens and Immediately Closes (TLS Troubleshooting) 1142
No Recording in Conference Scenarios (TLS Troubleshooting) 1142
VRSP Errors and SNMP Messages 1143
Log File Troubleshooting 1144
System Startup 1144
VRSP receives Profiles from JTAPI 1146
UDIs / DNs / UDIs + DNs Received by the VRSP 1148
VRSP/s in the RCM Log File 1148
(Total Recording) IP Capture Process Log File 1149
(Total Recording) SIP Message 1150
(Total Recording) Media Source Details 1150
(Total Recording) Getting SDP from the Request 1151
Total Recording: New Call Scenario 1152
CUCM SIP Invite to VRSP (VRSP Log Files) 1153
Communication between VRSP and CUCM 1154
RTP Streams are Received Using Wireshark 1156
(Secure Recording): IP Capture and SRTP 1157
Interaction-Based: New Call Scenario 1159
Call Server: Start Call Event Sent 1162
Ports, DN, UDI, Call ID in IP Capture Log File 1163
SIP Message 1163

Table of Contents
Media Source Details 1164

VRSP Receives SDP from VoIP Logger 1164
CUCM asks the VRSP for the SDP 1165
CUCM SIP Invite to VRSP in Wireshark 1166
RTP Streams Received (Wireshark) 1167
Secured Environments: IP Capture and SRTP 1168
Total Recording 1172
If No Invites Are Received 1172
Invites are Received and the VRSP Answers with Inactive 1172
Interaction-based Recording 1172
TLS Troubleshooting 1174
IP Capture Troubleshooting 1175
Certificate not Configured Correctly 1175
Security Mode Appears not Encrypted (Opening Session) 1175
SIP Port Usage 1176
34: Cisco TAPI Troubleshooting 1179

Collecting TAPI Information 1181
TAPI Debug Tools 1182
TAPIMonitor 1182
Setting Up TAPIMonitor 1182
Collecting Log Files 1187
Resetting TAPI 1187
TSP 1187
Collecting and Saving Log Files 1187
Resetting the TSP 1190
TAPI Troubleshooting 1192
No Lines Appear in TAPIMonitor 1192
TSP Status Certificate Unavailable (Secure Connections) 1196
Incorrect Reporting of Calls via the ACD (Hunt Pilot/Groups) 1196

Table of Contents
Incorrectly Reporting of Calls via the IVR 1200

Incorrect Reporting of Group PickUp Scenarios 1204
General CUCM Troubleshooting 1208
A Complete List of Lines does not Appear 1208
Call Park Scenarios are not Reported Correctly 1210
Receiving No Events for a Specific Device 1211
Receiving No Events for a Specific Device #2 1213
Receiving No Events for a Specific Device #3 1213
No Recording is Made (Cisco Active) 1214
1: Verify the Built In Bridge is Set to On on the Phone 1214
2: Verify the System-Wide Setting for the Built In Bridge is Set to On 1216
3: Verify the Line Appearance 1217
4: Verify the Recording Destination Address Number 1217
Events Are Not Received 1217
1. Verify the Configuration of the nicecti user 1218
2. Verify the Built In Bridge Settings (Cisco Active only) 1218
3. Verify the Line Appearance (Cisco Active Recording only) 1218
Extension Mobility Log In/Log Out Problems 1218
Total Recording Troubleshooting 1221
System Startup 1221
1.1: VRSP receives Profiles from TAPI 1223
1.2: UDIs / DNs / UDIs + DNs Received by the VRSP at Startup 1224
2.0: VRSP/s in the RCM Log File 1224
5.1: IP Capture Process Log File - VRSP, UDI, Logger IP & Port 1225
5.2: SIP Message 1226
5.3: Media Source Details 1227
5.4: Getting SDP from the Request 1228
5.5: IP Capture and SRTP 1228
Call - Total Recording 1231
6.1: CUCM SIP Invite to VRSP in the VRSP Log Files 1232
6.2: Communication between VRSP & CUCM 1233

Table of Contents
8.0: Using Wireshark to see that the RTP Streams are Received 1235
Total Troubleshooting Scenarios 1236
Interaction-Based Recording Troubleshooting 1238
System Startup 1238
1.1: VRSP receives Profiles from TAPI 1241
1.2: UDIs / DNs / UDIs + DNs Received by the VRSP at Startup 1242
2: VRSP/s in the RCM Log File 1242
3.1: Call Server Start Call Event Sent 1243
5.1:Troubleshooting Ports, DN, UDI and Call ID in IP Capture Log File 1244
5.2: SIP Message 1245
5.3: Media Source Details 1245
5.5: IP Capture and SRTP 1246
5.2: VRSP Receives the SDP from the VoIP Logger 1248
6.1: Start Record Request to a Specific Call ID 1249
6.2: Start Record Succeeded 1250
7.1: CUCM asks the VRSP for the SDP 1250
7.2: CUCM SIP Invite to VRSP in the Wireshark Trace 1251
8: Using Wireshark to see that the RTP Streams are Received 1253
Interaction-based Troubleshooting Scenarios 1254
CUCM SIP Session Opens and Immediately Closes 1256
No Recording in Conference Scenarios 1256
Error: Certificate is not Configured Correctly 1257
Opening Session - Security Mode does not Appear as Encrypted 1257
CUCM - Cisco Active Troubleshooting 1259
Ensure that the CUCM is Configured Correctly 1259
CUCM Sending SIP Invite Messages to VRSP 1260
Unified CCE Troubleshooting (Optional) 1263
No HCall was Found (ICM Active) 1263

Table of Contents
Preventing SIP Port Collisions 1266
35: Cisco ICM Troubleshooting 1267

CTITest Application 1268
Running the CTITest 1268
Verifying if the Peripheral is Online 1270
CTITest Procedures 1273
Connection Problems 1273
No Events 1273
Trunk-side Calls are not Recorded (Avaya CM / Aspect CallCenter) 1274
No/Wrong Agent Information 1274
No Business Data 1275
Additional Scenarios 1276
Incomplete Set of Events Received Using CTIOS 1276
Recordings of Wrong Agents 1276
If Line Operation Failed (ICM Active) 1276
Troubleshooting Mapping (Passive or Active) 1277
36: SIP Decoder/Skinny Troubleshooting 1279

Second Participant Cannot be Heard 1280
No CTI Events Received by CTI Driver from SIP Decoder/Skinny Interface 1282
37: Genesys T-Server Troubleshooting 1283

Genesys Tools 1284
Genesys CTI Monitor Application 1284
Configuring a Connection in the CTI Monitor Application 1284
Loading a Connection Configuration File into the CTI Monitor Application 1289
Saving a Connection Configuration File 1290
Monitoring Devices via the CTI Monitor Application 1291

Table of Contents
Description of Monitoring Information Displayed in the CTI Monitoring

Application 1293
Logs Builder Application 1294
Troubleshooting Scenario 1297
Obtaining IP Addresses to Record in a VoIP Environment 1300
38: Genesys SIP Server Using Active Recording

Troubleshooting 1301
System Startup: Total and Interaction-Based 1303
IP Capture Process Log File: VRSP, Logger IP & Port 1308
SIP Message 1308
Getting SDP from the Request 1309
Total Recording: New Call 1310
Communication between VRSP & Genesys 1311
Using Wireshark to see that the RTP Streams are Received 1313
Call Server Start Call Event Sent 1319
Troubleshooting Ports, DN, VRSP and Call ID in IP Capture Log File 1319
SIP Message 1320
VRSP Receives the SDP from the VoIP Logger 1321
Start Record Request to a Specific Call ID 1322
Start Record Succeeded 1322
Genesys Resource Manager Asks the VRSP for the SDP 1323

Table of Contents
Genesys Resource Manager SIP Invite to VRSP in the Wireshark Trace 1323
Using Wireshark to see that the RTP Streams are Received 1325
39: Nortel Passive Troubleshooting 1329

Troubleshooting Common Issues 1330
Exception Raised from CNortelCTILink 1330
Events Not Inserted into the Database 1330
Troubleshooting Total Recording 1331
IPCapture Log File 1331
Assign Ports for All Recording Channels 1331
Start Record Command 1331
Troubleshooting Tools 1333
Using the RTD SDK Connection Tester 1333
Using the Nortel Tester Tool 1334
Connecting to Symposium 1334
Monitor Request 1336
Stop Monitor Request 1337
Collecting Integration Specific Logs 1338
40: Avaya/Nortel CS1000 - Active DMSIP

Troubleshooting 1339
Exception Raised from CNortelCTILink 1340
Events Not Inserted into the Database 1340
RTP Does Not Arrive at the VoIP Logger 1340
Verify the Phones Duplication State on the PABX 1341
Verify the Phones Recording State on the PABX 1342
Verify the Phone Duplicates RTP on the Phone 1343

Table of Contents
IPCapture Log File 1344

Assign ports for All Recording Channels 1344
Start Record Command 1344
Start Forward Command to the Media Provider Controller (Observer) 1345
Successful Observation 1346
Logger and Media Provider Controller (Observer) Troubleshooting 1346
Media Provider Controller (Observer) Troubleshooting 1346
Media Provider Controller (Observer) Error Messages 1346
Using the RTD SDK Connection Tester 1349
Using the Nortel Tester Tool 1350
Connecting to Symposium 1350
Monitor Request 1352
Start Record Request 1353
Stop Record Request 1354
Stop Monitor Request 1355
RTP Session Listener 1356
Collecting Integration Specific Logs 1357

[This page intentionally left blank]
1
1:
Introducing NICEInteraction Management
Troubleshooting
This troubleshooting guide includes troubleshooting flows and procedures that are intended for use by
support staff and NICE support engineers.
Contents
Scope of this Guide 36
Sources of Information 44
Document Revision History 45

1: Introducing NICEInteraction Management Troubleshooting
Scope of this Guide
Scope of this Guide

Software Version
This troubleshooting guide is for NICEEngage 6.3.5.
What is included in this guide?

The following types of troubleshooting information are provided in this guide and other relevant NICE
guides:
Information about tools used to troubleshoot NICE components. See NICE Troubleshooting
Tools below.
Descriptions of the troubleshooting flows and procedures for NICE components. See NICE
Troubleshooting Procedures on page38.
Table 1-1: NICE Troubleshooting Tools
Troubleshooting Description For details, see:

Tool
Debug Tools Describes the NICE Testing and Debug Tools Using NICE Testing
and Debug Tools on
page49
Summary Page Describes how to enable the display, in the Enabling Summary
System Administrator, of a summary page that Page Display of NICE
shows the NICE product version and the System Information on
installed updates. page115
NICE Sentinel NICE Sentinel monitors NICE Interaction NICE Sentinel: User
Management and provides an effective alarm Guide
system that immediately identifies and reports on
malfunctions. In addition, NICE Sentinel offers a
convenient way to proactively supervise vital
system performance metrics, enabling you to
take action to prevent potential problems before
they occur.

Table 1-1: NICE Troubleshooting Tools (continued)

Tool
Health Check Health Check Reports display information about NICE Sentinel: User
Reports the recording and archiving patterns at your site. Guide
You can use Health Check Reports to analyze
system operation and identify potential problems
within critical system workflows.
Log Collector The Log Collector is an easy-to-use utility that Log Collector Guide
gathers the information from all your NICE
Interaction Management servers and local
workstation, in the form of reports, for easy
transference for analysis.
Site Readiness The Site Readiness Tool (SRT) verifies the Site Readiness Tool
Tool prerequisites required for successful new (SRT) Guide
installations of NICE Interaction Management
and NICE Perform eXpress. In addition, the SRT
verifies the prerequisites required for
successfully installing NICE Interaction
Management Servers and Clients and/or
upgrading or expanding NICE Interaction
Management servers. You can use the SRT to
troubleshoot NICE Interaction Management
environments and networks.
Agent Center The Agent Center Audit Analyzer (ACAA) is a Agent Center Audit
Audit Analyzer standalone, easy-to-use tool that analyzes log Analyzer
(ACAA) files and extracts cumulative information about
the different errors which were reported by
ScreenAgents.

Table 1-2: NICE Troubleshooting Procedures

Procedures
NICE Sentinel Describes some of the most common problems NICE Sentinel
Troubleshooting that may arise when using NICE Sentinel. Each Troubleshooting Guide
issue describes possible causes of the problem
and steps you can take to rectify them.
Playback Describes the playback flow and common Playback

Troubleshooting troubleshooting issues when playback is not Troubleshooting Flow
Flow functioning properly. on page133
Archiving Describes common troubleshooting issues for Archiving

Troubleshooting the various archiving methods and tools, Troubleshooting Flow
Flow including archiving to a tape or DVD, the Media on page179
Library, the Backup Manager, the Rule Engine
and the Storage Center.
Multi Data Hub Describes common troubleshooting tasks in a Multi Data Hub
Troubleshooting Multi Data Hub environment. Troubleshooting Flow
Flow on page221
Channel Mapping Includes a channel mapping troubleshooting Channel Mapping

Troubleshooting flow, as well as provides quick solutions for Troubleshooting Flow
Flow common problems you face when defining on page229
channel mapping.
Applications Contains a troubleshooting workflow for the Applications

Server NICE Interaction Management Applications Troubleshooting Flow
Troubleshooting Server, including solving Desktop problems and on page251
Flow troubleshooting Browser problems using Logs. A
list of the services, config and log files is also
provided.
Databases Includes procedures for troubleshooting NICE Database

Troubleshooting Database Server and Data Mart. These Troubleshooting on
Flow procedures must be perform only by authorized page319
personnel. For full assistance, contact NICE
Systems Customer Services.

Table 1-2: NICE Troubleshooting Procedures (continued)

Procedures
Customer Provides information that will aid the installer in Customer Feedback
Feedback understanding the Customer Feedback Installation
Installation workflow. Also provided is a workflow Troubleshooting Flow
Troubleshooting recommending how to proceed when on page360
Flow troubleshooting a Customer Feedback system.
High Density Contains troubleshooting tips and procedures for High Density Logger
Logger High Density Loggers. Troubleshooting Flow
Troubleshooting on page374
Flow
Interactions Includes a Interactions Center troubleshooting Interactions Center

Center workflow, Interactions-based call recording data Troubleshooting on
Troubleshooting flow, total call recording data flow, and other page516
Flow troubleshooting issues.
NiceScreen Lists some of the most common problems you NiceScreen

Troubleshooting may encounter with NiceScreen components, Troubleshooting Flow
Flow along with recommended solutions. on page454
Interaction Contains troubleshooting flows, procedures and Interaction Analytics

Analytics indicators that are intended for use by field Troubleshooting on
Troubleshooting engineers, support staff and NICE support page710
engineers in IHD, Tier 2 and up. This information
is only relevant for NIM version 4.1 with Update
Pack 24 or later
Hot Topics Contains a description of the Hot Topics Hot Topics

Troubleshooting solution, information flow, solution architecture, Troubleshooting on
as well as basic troubleshooting information. page828
VoIP Contains troubleshooting tips and procedures for VoIP Troubleshooting

Troubleshooting problems with VoIP. Flow on page408
Flow
Stream Server Describes troubleshooting procedures for the Stream Server

Troubleshooting Stream Server. Troubleshooting on
page838


Procedures
Text Capture Solutions are organized according to General Text Capture

Troubleshooting Text Capture issues, External Data Sources, Troubleshooting on
and Generic Interface. page841
Media Encryption Includes tables of trap messages and Media Encryption

Troubleshooting ScreenAgent Management System (SAMS) log Troubleshooting on
messages as well as common troubleshooting page865
issues.
Media Describes troubleshooting procedures for Media Media Interconnect

Interconnect Interconnect. Troubleshooting on
Troubleshooting page903
Troubleshooting Describes the details and corrective actions for Troubleshooting

Database the database validation and the migration Database Migration
Migration from process. from Version 8.9 on
Version 8.9 page907
Troubleshooting Describes the details and corrective actions for Database Migration
Database the migration process. Troubleshooting on
Migration from page923
NICE Perform
Troubleshooting Describes the procedure for running the SRT to Troubleshooting with
with SRT troubleshoot NICE environments and networks. SRT on page935
SRT Test Results Lists the recommended actions that you can SRT Test Results on
perform in order to remedy the deficiencies that page971
were discovered while running the SRT Tests.
TDM Logger Describes how to connect to a TDM Logger from TDM Logger Firewall
Firewall Settings the SRT while the Windows firewall is enabled. Settings on page1001
Alcatel-Lucent Describes troubleshooting the Alcatel-Lucent Alcatel-Lucent

Troubleshooting and Genesys environments, with solutions Troubleshooting on
including monitoring, testing and debugging tools page1005
which enable you to troubleshoot your site.


Procedures
Troubleshooting Describes troubleshooting procedures for the Aspect Dialer

Integration with integration with Aspect Dialers: Unison and Troubleshooting on
Aspect Dialers: Unified IP. page1029
Unison and
Unified IP
Avaya AACC Includes troubleshooting problem scenarios and Avaya AACC

Troubleshooting solution procedures for the Avaya AACC - AMS Troubleshooting on
SIP recording integration. page1031
Troubleshooting Describes troubleshooting procedures for the Avaya CVLAN

Integration with integration with Avaya CVLAN. Troubleshooting on
Avaya CVLAN page1033
Troubleshooting Describes troubleshooting procedures for the Avaya DMCC

Integration with integration with Avaya DMCC. Troubleshooting on
Avaya DMCC page1063
Troubleshooting Describes troubleshooting procedures for the Avaya IP Mapper

Integration with integration with Avaya IP Mappers. Troubleshooting on
Avaya IP Mappers page1081
Troubleshooting Describes troubleshooting procedures for the Avaya TSAPI

Integration with integration with Avaya TSAPI. Troubleshooting on
Avaya TSAPI page1099
Troubleshooting Describes CUCM and/or JTAPI troubleshooting Cisco JTAPI

Integration with problem scenarios and solutions for NICE Troubleshooting on
CUCM using Interactions Center and the CUCM integration. page1111
Passive
Recording
(JTAPI) or Active
Recording
(JTAPI)


Procedures
Troubleshooting Describes troubleshooting procedures for the Cisco TAPI

Integration with integration with Cisco Unified Communication Troubleshooting on
Cisco Unified Manager (TAPI - Passive) and Cisco Unified page1179
Communications Communication Manager (TAPI - IP Phone
Manager using Based Active Recording).
TAPI - Passive or
IP Phone Based
Active Recording
Troubleshooting Describes troubleshooting procedures for the Cisco ICM

Integration with integration with Cisco Unified Contact Center Troubleshooting on
Cisco Unified Enterprise (Passive). page1267
Contact Center
Enterprise -
Passive
Troubleshooting Describes troubleshooting procedures for the Cisco ICM

Integration with integration with Cisco Unified Contact Center Troubleshootin
Cisco Unified Enterprise (IP Phone Based Active Recording). g on page1267
Contact Center Cisco TAPI
Enterprise IP Troubleshootin
Phone Based g on page1179
Active Recording
Cisco Includes CUCM and/or TAPI troubleshooting

MediaSense TAPI problem scenarios and solution procedures for
Troubleshooting the NICE Interactions Center and the CUCM
integration.
Troubleshooting Describes troubleshooting procedures for the the SIP Decoder/Skinny

Integration with integration with Cisco Unified Communications Troubleshooting on
CUCM/CUCME Manager or Cisco Unified Communications page1279
using Skinny/SIP Manager Express and the Skinny Decoder
Decoder driver.
Genesys T-Server Provides troubleshooting scenarios and their Genesys T-Server

Troubleshooting solutions. Troubleshooting on
page1283


Procedures
Genesys SIP Includes troubleshooting for Genesys Active Genesys SIP Server
Communication scenarios and solution procedures for the NICE Using Active
Server Using Interactions Center and the Genesys SIP Recording
Active Recording Communication Server integration. Troubleshooting on
Troubleshooting page1301
Nortel Passive Describes how to troubleshoot common issues Nortel Passive

Troubleshootin and Total Recording issues with the Troubleshooting on
Avaya/Nortel CS 1000 Passive/TDM page1329
integration. It also provides information about
using troubleshooting tools.
Avaya/Nortel CS Describes how to troubleshoot common issues Avaya/Nortel CS1000

1000 - Active with the Avaya/Nortel CS 1000 Active DMSIP - Active DMSIP
DMSIP integration and Total Recording issues. It also Troubleshooting on
Troubleshooting provides information about troubleshooting tools page1339
for the Avaya/Nortel CS 1000 - Active DMSIP
integration.

Sources of Information
Sources of Information
There are several additional sources of information.
1. There are also over 150 Technical and User Guides on ExtraNICE (http://www.extranice.com)
Hardware Guides
History Release Notes
Installation Guides
Reference Guides
Release Notes
Switch/Driver Integration Guides
Upgrade/Migration Information
User Guides
2. The Maintenance Guide is especially useful and should be read together with this guide.
3. Internal (for NICE-use only) sources include:
Technical Documentation Team Site for technical documents in progress:
http://niceweb.nice.com/teamsite/PTUDOC_ENT/SitePages/Home.aspx
Tier 4 Team Site for tools and utilities: http://niceweb.nice.com/teams/Tier4_RD/default.aspx
Tier 3 Team Site: http://niceweb/sites/Tier3_CS/Tier3 working documents and
manuals/Forms/AllItems.aspx
Product Training Team Site: http://niceweb.nice.com/sites/ProductTraining_RD/default.aspx

Document Revision History

Revision Modification Date Description
A0 June 2011
A1 July 2011 Added the following sections:

Enabling Summary Page Display of NICE
System Information on page115
Playback Troubleshooting Flow on page133
Channel Mapping Troubleshooting Flow on
page229
Applications Troubleshooting Flow on page251
Customer Feedback Installation Troubleshooting
Flow on page360
Interactions Center Troubleshooting on page516
SIP Decoder/Skinny Troubleshooting on
page1279
A2 October 2011 Updated CAPI Tester information in Interactions

Center Troubleshooting on page516
Updated NiceScreen Troubleshooting Flow on
page454
Added the following sections:
Archiving Troubleshooting Flow on page179
High Density Logger Troubleshooting Flow
on page374
VoIP Troubleshooting Flow on page408
Stream Server Troubleshooting on page838
Media Interconnect Troubleshooting on
page903
A3 October 2012 Revamp of entire guide.

A4 January 2013 Added the following section: Hot Topics

Troubleshooting on page828
In the VoIP Troubleshooting Flow, updated
Troubleshooting VRA (VoIP Recording Agent) on
page430
Updated the NiceScreen Troubleshooting Flow:
Updated Checking Connectivity on page480
Added Checking Antivirus Configuration on
page483.
A5 February 2013 Under NiceScreen Troubleshooting Flow, updated

Quick Tips on page462
A6 February 2013 Added information about the Agent Center Audit

Analyzer to NICE Troubleshooting Tools on
page36
Under Archiving Troubleshooting Flow, added
Archive File Path on page207
Under NiceScreen Troubleshooting Flow, updated
Checking Antivirus Configuration on page483
A7 March 2013 Updated Hot Topics Troubleshooting on page828.

Under Archiving Troubleshooting Flow, updated
and added:
Setting the Storage Center Log Level to
DEBUG on page199
Setting the Storage Area Management (SAM)
Log Level to DEBUG on page199
Setting the Nice Storage Streaming Log
Level to DEBUG on page200
A8 May 2013 Updated VoIP Troubleshooting Flow (added

Debug Levels on page437)
A9 October 2013 Updated Checking the ScreenAgent Logs and

Configuration File on page477 (changed the log
level information under to change the ScreenAgent
log level).

B0 January 2015 Updated table under SRT Test Results on page971

(technical issues only)
B1 June 2015 Correction of command syntax Set Security Manually

Using Caspol on page283
Clarification that SMTP service should be installed on the
server where the reported is located Verifying the SMTP
Service Installation and Configuration on page309
Correction of changing the FIPS algorithm policy in the
registry files Troubleshooting Login Issues with FIPS
Encryption Enabled

2
Using NICE Testing and Debug Tools

2:
Use this chapter when you need to use NICE Testing and Debug Tools. Or, when you need to prepare an
Open Service Request.
Important!
Before approaching NICE Customer Support, go to the Summary Page and review the
components that have been installed at the site. For more information regarding the Summary
Page, see the System Administrator - Configuration Guide.
NOTE: The graphics in this chapter are used for example only.
This chapter is relevant for all integrations. If your integration does not have devices,
ignore all sections requesting device information.
Contents
Gather Information 50
Preparing the Open Service Request Procedure Workflow 51
Submit an Open Service Request Procedure - Checklist 53
Open Service Request Procedure - Form to Submit 59
If a Problematic Scenario Occurs, What Should I Do? 68
Setting Reporting Levels & Activating Debug Tools 70
Restarting the System and Running Problematic Scenario 88
Collecting Information 89
Reset the System 95
Connection Manager Monitor 102
Log Manager System 108

2: Using NICE Testing and Debug Tools
Gather Information
Gather Information
Important!
In the case of an Open Service Request (SR) Procedure, set ALL Reporting Level
checkboxes to the HIGHEST level.
When there are problems with the system, consider the following important issues first:
Is this a new installation? If yes, when was the installation performed?
Were there any changes to the environment that might have influenced the system? If yes, check
these changes first.
How often does the problem occur?
Is the problem reproducible? If yes, what were the steps? Make notes of these steps for NICE
Customer Support.
Were the Servers restarted? If yes, did this resolve the problem?
Are Professional Services in contact with you? It is important to mention this as your system may
have been customized.
Review the Summary Page and the Updates that have been installed at the site.
If the problems are not solved after you have reviewed all these issues, present NICE Customer
Support with this information and prepare an Open Service Request Procedure, see Open Service
Request Procedure - Form to Submit on page59.

Preparing the Open Service Request Procedure Workflow
Preparing the Open Service Request

Procedure Workflow
Use this workflow when you prepare the Open Service Request Procedure.

Preparing the Open Service Request Procedure Workflow

Submit an Open Service Request Procedure - Checklist
Submit an Open Service Request Procedure

- Checklist
The Open Service Request Procedure provides all traces of the problem/s and enables NICE Customer
Support to receive a complete picture of the situation.
Follow the guidelines below BEFORE you submit an Open Service Request Procedure.
TIP: It is important to make a note of your current debug tools settings BEFORE
activating the debug tools so that you can return your system to its original
configuration. Either:
Take screen-captures (<Alt> + <PrtSrn>) of your current settings
Note down your settings.
No Procedure Comments Page
1 Before You Do Anything... BEFORE you prepare the Open Service

Gather Information Request Procedure, have you done the
following?
Contacted NICE Support for
advice?
2 Shut down the system... IF advised to prepare an Open Service

Request Procedure, have you:
1. Shut down the system?
2. Backed up existing log files?
3. Cleared all log folders?
4. Made notes or taken screen-captures
of your current debug tool settings?

3 Activate the Reporting You now need to activate the following:

Levels & Debug tools
1. Call Server, RCM and Database page
Server Reporting Levels. 70
2. Events Spy
3. CAPI Spy page
71
4. Integration log Reporting Levels
page
5. Debug Service
76
6. Ethereal Sniffer
page
NOTE: Activate any relevant integration 80
specific tools, refer to the relevant chapter
page
in your manual.
82
page
87
4 Setup the Log Collector For details, see the Log Collector Guide.
5 Repeat the problematic Have you run the problematic

scenario... scenario with all the activated
debug tools listed above?
6 Collect the following

information
1. Prepare a list of devices -
page
using the Import/Export
59
branch, export a list of all
your devices to an XML
file. See the Import and
Export Guide.
2. Zip the Integrations folder
- navigate to Integration
Installation folder path.
Default path -
D:\Program Files\Nice
Systems\CTI.

3. Use the Log Collector to Include:

collect all the log files Integration Integration Installation
For details, see the Log folder path\Log.
Collector Guide. Default path:
IPC Integrations:
Systems\Interactions
Center\CTI\Log
Other Integrations:
Systems\CTI\Log
Call Server Interactions Center
folder path. Default path -
Center\Log
RCM Interactions Center folder
path. Default path - D:\Program
Files\Nice Systems\Interactions
Center\Log
Database Server Interactions
Center folder path. Default path -
Center\Log
VoIP Capture:
Windows 2003 -
C:\Documents and
Settings\All
Users\Application
Data\NICE
Systems\IPCapture\Log
Windows 2008 -
C:\ProgramData\NICE

VoIP Logger:
Windows 2003 -
C:\Documents and
Settings\All
Users\Application
Data\NICE
Systems\Logger\Log
Windows 2008 -
C:\ProgramData\NICE
Systems\Logger\Log
Voice Logger:
Windows 2003 -
C:\Documents and
Settings\All
Users\Application
Data\NICE
Systems\Logger\Log
Windows 2008 -
C:\ProgramData\NICE
Systems\Logger\Log
Summary Page log file:
On System Administrator: Under
Organization > Summary Page.
Click Save and save the log file to the
relevant location.
On Logger: Navigate to
D:\NTLogger\Logger\Config
Summary.doc.
NOTE: This is the Logger
configuration Summary log file. Click
Save and save the log file to the
relevant location. See below for the
relevant locations.

VoIP Capture:
Windows 2003 -
C:\Documents and
Settings\All
Users\Application
Data\NICE
Windows 2008 -
C:\ProgramData\NICE
Systems\IPCapture\Log VoIP
Logger:
Windows 2003 -
C:\Documents and
Settings\All
Users\Application
Data\NICE
Systems\Logger\Log
Windows 2008 -
C:\ProgramData\NICE
Systems\Logger\Log
Voice Logger:
Windows 2003 -
C:\Documents and
Settings\All
Users\Application
Data\NICE
Systems\Logger\Log
Windows 2008 -
C:\ProgramData\NICE
Systems\Logger\Log

4. Collect debug tool files. Include:

Events Spy: Integration page
Installation folder path. Default 89
path - D:\Program Files\Nice
Systems\CTI
CAPI Spy: Integration Installation
folder path. Default path -
D:\Program Files\Nice page
Systems\CTI 91
Debug Service: Integration
Installation folder path. Default
path - D:\Program Files\Nice
Systems\CTI page
93
NOTE: Collect the log files of any relevant

integration specific tools, refer to the
relevant chapter in your manual.
7 Reset the system to the

original settings you had
in Procedure 2
After you have run the Reset the:

problematic scenario/s, Call Server, RCM and Database page
remember to reset the system Server Reporting Levels 95
to the settings that you had
previously. Integration Reporting Levels
Events Spy page
Debug Service 96
NOTE: Reset any relevant integration page

specific tools, refer to the relevant chapter 97
in your manual. page
99
8 Complete the Open 1. Complete the Open Case Procedure - page

Service Request Procedure Form to Submit. 59
2. Zip all logs and send it to NICE.

Open Service Request Procedure - Form to Submit
Open Service Request Procedure - Form to

Submit
NOTE: Print out and complete this checklist before faxing it to NICE Customer
Support.
Verify that you have all the required information before you approach NICE Customer
Support.
No Relevant Information Complete With Your Information
1 Site Information
This section includes all the information regarding the problematic site.
Mark the checkbox when you have collected the following additional information.

Include:
Site name ______________________________
Telephony switch type ______________________________
PABX type ______________________________
Version of switch software - if ______________________________
relevant
Version of client software - if
relevant ______________________________
Version of PABX Server

______________________________
Version of NICE Interactions
Center plus the current service ______________________________
pack
Site configuration: ______________________________
For example, is there
more than 1 driver? ______________________________
How many Interactions ______________________________

Centers (CLSs) are there
on-site?
Recording environment used - ______________________________
Total or Interaction-based
Recording
______________________________
NICE Customer Support
contact persons name
______________________________
Sites contact persons name
Remote connection - details ______________________________
and availability
______________________________
Production hours (e.g. 24/7)
2 Problem Description:
This section includes a detailed description regarding the problematic site.
Mark each checkbox when you have collected the following additional information.

1. Include a detailed description of ______________________________

the problem and specific
scenarios that cause it, if ______________________________
relevant.
2. Mention whether the problem can ______________________________

be reproduced.
If so, does it happen all the time? ______________________________

3. Were there any changes to the ______________________________

environment that might have
influenced the system?
If yes, detail this.
______________________________

4. How often does the problem ______________________________

occur?
Detail its frequency or the
______________________________
percentage of the time that the
problem occurs?

5. Is this a new installation? ______________________________

Is it an upgraded installation? ______________________________
If upgraded, from what version ______________________________
was it upgraded?
______________________________
To what version was it upgraded?
6. Have Professional Services been

in contact with you?
Detail any customization that your
system may have had.

7. What steps are needed to

reproduce the problem?
8. Detail all the troubleshooting

steps performed before escalating
the Service Request to NICE
Customer Support.

3 Detail the following:

Call ID _______________________________
Scenario _______________________________
Time of call _______________________________
Devices involved in the _______________________________
problematic scenario and other
Resource information
A list of all resources ______________________________
4 1. Mark the checkbox when you

have collected the following
additional information.
IMPORTANT: These traces
MUST include the problematic
scenario.
The entire Integration
folder compressed as a
zip file, including the
Integration logs set at
HIGHEST Reporting
Level by selecting ALL
Reporting Level
checkboxes.
The Integration logs can be found in
the Integration Installation folder
path\Log.
Default path - D:\Program Files\Nice
Systems\CTI\Log.
Mark each checkbox when you have

included the log files.
IMPORTANT: These traces must
include the problematic scenario.

Log Collector
Call Server logs
RCM logs
Database Server logs - that show

the problem (exceptions,
information)
NICE Events Spy
CAPI Spy
Debug Service
Sniffer logs
Include all additional relevant

Integration specific log files.

If a Problematic Scenario Occurs, What Should I Do?
If a Problematic Scenario Occurs, What

Should I Do?
If you have problematic scenario/s with your NICE System, your first step should be to contact NICE
Customer Support and ask for advice. If told to restart the system, follow the procedure below.
To prepare an Open Service Request Procedure:

This procedure is performed so that you recreate the problematic scenario.
NOTE: Where possible, you are strongly advised to perform this procedure. It
enables you to run the problematic scenario with a clean system and clean log
files.
If NICE Customer Support advises you to prepare an Open Service Request Procedure, you should do the
following:
1. Shut down the system.
2. Back up existing log files.
3. Clear all log files.
Log File Paths

The log file paths for the various NICE components are listed in About the Logs
These are the log file paths for the various NICE components:
VoIP Capture
Windows 2003 - C:\Documents and Settings\All Users\Application Data\NICE
Windows 2008 - C:\ProgramData\NICE Systems\IPCapture\Log
VoIP Logger
Systems\Logger\Log
Windows 2008 - C:\ProgramData\NICE Systems\Logger\Log
Voice Logger
Systems\Logger\Log

Log File Paths
NICE Interactions Center

Interactions Center D:\Program Files\NICE Systems\Interactions Center\Log
Integration D:\Program Files\Nice Systems\CTI\Log
Debug Log Files

1. Events SPY - Saved to selected folder.
2. CAPI Spy - Saved to selected folder.
3. Debug Service - D:\Program Files\NICE Systems\CTI\Debug.
IMPORTANT
See Integration Specific Tools regarding the paths of Integration Specific tools.

Setting Reporting Levels & Activating Debug Tools
Setting Reporting Levels & Activating Debug

Tools
TIP: It is important to make a note of your current Reporting Levels and Debug
Tools settings before activating the debug tools so that you can return your
system to its original configuration. Either:
Take screen-captures (<Alt> + <PrtSrn>) of your current settings
Note down your settings.
After you have shut down the system and cleaned out all the log files, you need to set up the Log Collector.
For details, see the Log Collector Guide. Then, set the reporting levels of the Call Server, RCM, and
Database Server. Finally, you need to activate the relevant debug tools:
1. Setting the Call Server, RCM, and Database Server Reporting Level
2. Setting Up the Events Spy
3. Setting Up the CAPI Spy Plug-in
4. Setting the Integration Log Reporting Levels
5. Setting Up the Debug Service
6. Setting Up the Ethereal Sniffer
Important!
Set up any Integration specific tools that you may have. See the relevant chapter in your
manual.
Setting the Call Server, RCM, and Database Server

Reporting Level
Set the File
TIP:
For troubleshooting purposes, set the logs to the maximum size and maximum number
of log files.
reporting level to Debug for the various modules and services.
To set the reporting level:

1. In the Organization tree, navigate to Master Site > Interactions Center. Select the relevant NICE
Interactions Center.
2. Click the Report Level tab.

Setting Up the Events Spy
Figure 2-1: Interactions Center Report Level
3. Expand the Call Server.

a. Set the File reporting level to Debug.
b. Leave the default Event view setting at Fatal.
4. Expand the DBServer.
c. Set the File reporting level to Debug.
d. Leave the default Event view setting at Fatal.
5. Expand RCM.
e. Set the File reporting level to Debug.
f. Leave the default Event view setting at Fatal.
6. Click the Save button.

NICE Events Spy enables you to trace events that are not in NICE Interaction Management but were
received from the PABX, and then translated and transferred to the Connection Manager, enabling you to
detect bugs or malfunctions.
WARNING!
Using the NICE Events Spy can greatly increase the load on your system. The UseSpy
parameter default is therefore No. Using the NICE Events Spy and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.

The NICE Events Spy tool is part of the NICE Interaction Management CTI Integrations. Before setting up
the Events Spy to receive events, you first need to set up the Events Spy. After you define the Events Spy
in your system, you should set it up to receive events.
To set up the NICE Events Spy Tool:

1. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers.
Select the Connection Manager for which you want to set up the NICE Events Spy tool.
2. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.
Figure 2-2: Interfaces Tab
3. Double-click the UseSpy parameter. The Set Parameter Value window appears.

Setting Up the Events Spy to Receive Events
Figure 2-3: Set Parameter Value Window
4. From the Value drop-down list, select Yes and click OK.
5.
NOTE: If the Integration is running, you should restart the Integration Service
after setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.

You should set up the Events Spy so that you can receive events. Follow the procedure below.
To set up the NICE Events Spy to receive events:

1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\Program Files\NICE Systems\CTI). Double-click EventSpy.exe. The Events Spy window
appears.

Figure 2-4: Events Spy Window
2. Click Connect and Receive Events.
NOTE: The NICE Events Spy connects to NICEs System Administrator. This
may take a few seconds.
The Receive Events window appears.

Figure 2-5: Receive Events Window
3. Select the relevant interface and click OK. A message appears informing you that the Connection has
been successful. In the message, click OK.

Searching for Events
The Connect and Receive Events button is now replaced by Disconnect. The Events Spy begins to
receive events from the switch. The events are listed in the Event Type column of the Events Spy
window, see Figure 2-23.

You can also search for events.
To search for events:

1. In the Find field, enter any event that you want to find.
2. Press <Enter>.
3. The events appear in the Find/Marked areas.

Setting Up the CAPI Spy Plug-in
Figure2-1 Events Spy Window - Find

The CAPI Spy enables you to monitor all messages sent by the CTI driver to the Interactions Center (Call
Server). Examination of these messages enables you to pinpoint whether the problem is in the CTI driver or
in the Interactions Center (Call Server).
CAPI Spy has two main components:
CAPI Spy Plug-in
CAPI Spy Utility
The CAPI Spy plug-in is one of the standard CTI driver plug-ins. You set it up in the System Administrator.
Only selected plug-ins are executed by the CTI driver.
To set up the CAPI Spy Plug-in:

1. In the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Click the relevant
driver.
2. Click the Interfaces tab.

Figure 2-7: Drivers > Interfaces Tab
3. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure. The
Driver - Interface Configuration window appears.
Figure 2-8: Driver - Interface Configuration Window
4. Expand Driver Real-Time Plugins.
Important!
You can select CAPI Spy once and then leave it selected, as it has no negative impact on the
system.

Figure 2-9: Driver Real-Time Plugins Area
5. Select the CAPI Spy checkbox and click OK.
NOTE: It is highly recommended that CAPI Spy be the last entry in the Driver Real-
Time Plugins list. This enables you to see any changes that may have come about
because of other plugins.
You can change the order of the plug-ins by clicking the arrows.
After you select or clear the CAPI Spy checkbox, you must restart the driver before the
change will take effect.
6. Click the General tab and expand Additional Driver Parameters. The Additional Driver
Parameters area displays.

Figure 2-10: Additional Driver Parameters Area
7. Define the CAPI Spy parameters according to the following table:
Parameter Name Description Default

Value
CAPISpyServerPort Port to which the CAPI Spy connects. 7002

NOTE: You should not change the value of
this parameter unless there is another third
party application that uses this port.
If the value is changed, restart the driver.
Then configure the CAPI Spy application to
connect to the new port. See Changing
CAPI Spy Tool Connection Details on the
next page.
CAPISpyMessageQueueSize Size of message queue in CAPI Spy server. 50

NOTE: Be careful about setting this to a
higher value as it can slow driver
performance.
8. Click Save .

Changing CAPI Spy Tool Connection Details
Changing CAPI Spy Tool Connection Details

The CAPI Spy connects by default to the localhost CTI driver on the 7002 port. When port 7002 is used by
another third party application, you can change the port. See Setting Up the CAPI Spy Plug-in on
page76.
To change the CAPI Spy tool connection details:

1. From the Connect menu, select Change connection details. The Connection Details window
appears.
Figure 2-11: Connection Details Window
2. Enter the Driver IP Address and the Driver Spy port.

3. Click OK.
NOTE: You can also monitor CAPI messages from a different host. In this case, enter
the IP address of the remote machine. This can seriously overload the network and
should be avoided if possible.
Setting the Integration Log Reporting Levels

The Log Manager creates log message files and/or sends information to the CTI Console Viewer and the
Event Log according to the predefined Reporting Level filter.
WARNING!
Reporting Levels may be helpful for troubleshooting. However, making changes to the
Reporting Levels can greatly add to the load on your system. Changing Reporting Levels
should therefore be done only by authorized personnel and in conjunction with NICE Customer
Support.
You can set the Reporting Levels in any of the integration branches e.g. Connection Manager, Driver, Key
Manager, or Media Provider Controller.
If necessary, you can also manage the size of the log files, the amount of disk space dedicated to them,
and the number of days you wish to keep log files.

Setting the Integration Log Reporting Levels
Important!
In the case of an Open Service Request, select the Use Debug reporting level checkbox.
If you have two Connection Managers, remember to set the Reporting Levels for both of them.
To set the Reporting Levels:

1. You can set the Reporting Level in any of the branches, see the examples below:
In the Organization tree, expand Master Site > CTI Integrations > Connection Managers
and click the relevant Connection Manager. In the Connection Manager Details area,
expand Connection Manager Reporting Level.
In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver
General Information area, expand Driver Reporting Level.
Figure 2-12: Reporting Level Area
2. To set the debug reporting level, select Use Debug reporting level.
NOTE: It is highly recommended that you do not change the settings of the
default reporting levels. Changing reporting levels should be done only by
authorized personnel and in conjunction with NICE Customer Support.
3. Click Save .
4. Restart the NICE Integration Log Services.

Setting Up the Debug Service

The Debug Service enables you to gather data critical for solving problems stemming from the transfer of
events between the switch and the Connection Manager.
The Debug Service enables NICE Customer Support to reproduce problematic scenarios.
WARNING!
Using the Debug Service can greatly increase the load on your system. The
DebugServiceMode parameter default is therefore Idle. Using the Debug Service and
changing the parameters should be performed only by authorized personnel and in conjunction
with NICE Customer Support.
NOTE: To avoid confusion with any Debug Service files from previous
sessions, it is highly recommended to delete all existing Debug Service file(s)
before activating the Debug Service.
To set up the Debug Service to Record:

Select the Connection Manager for which you want to set up the Debug Service.
NOTE: The parameters that appear here will differ according to your integration.

3. Double-click the DebugServiceMode parameter. The Set Parameter Value window appears.
4. From the Value drop-down list, select RECORD and click OK.
IMPORTANT
DEBUG mode is to be used only by NICE System personnel in lab environments.
5. The RecordingMode, DebugFilesFldr and AvailableDiskQuota parameters appear.

Figure 2-15: Configure Connection Manager - Interface Parameters Area
6. Double-click the RecordingMode parameter. The Set Parameter Value window appears.
7. Consult the table below when setting the RecordingMode:
Relevant Integration Description Required Value
Most integrations Synchronization of the Asynchronous

requests and responses by the
InvokeID is defined by the
switch.
Integrations that do not follow this rule:
Generic SIP No synchronization is Flat

Mapper performed. File format is not
Skinny enforced, i.e. the CTI link
decides on the debug file
SIP Decoder
format itself.
(Cisco and Avaya)
TAPI No synchronization is Simple

performed.

Relevant Integration Description Required Value
Integrations that do not use the Debug Service:

NOTE: For all these integrations, do not change any of the default settings for the Debug
Service parameters.
Avaya AACC Leave all default settings.
Avaya SMS Leave all default settings.
Cisco MediaSense and Leave all default settings.

MediaSense (CUBE CTI
only)
JTAPI Leave all default settings.
IMM Leave all default settings.
IPC integrations Leave all default settings.
Mobile Recording Leave all default settings.
Push Leave all default settings.
RT VOX Leave all default settings.
SIPREC Leave all default settings.
SNMP Leave all default settings.
8. Define the other Debug Service parameters according to the following table:
Parameter Name Description Default Value
DebugFilesFldr Defines the folder in which the files created by the Debug
Debug Service are saved.
NOTE:
It is highly recommended to delete the
contents of the Debug folder before
activating the Debug Service.
The files are saved in binary format.
AvailableDiskQuota Defines the maximum size allowed on the hard disk 300
for the Debug file you defined in the
DebugFilesFldr above.
The value is defined in MB.

9. Before you can activate the Debug Service, you must first stop the Services.
a. Click Start > Run. The Run window appears.
b. In the Open field, enter services.msc and click OK. The Services window appears.
Figure 2-16: Services Window
c. Select the Nice Integration Dispatch Service and double-click. The Nice Integration Dispatch
Service Properties window appears.
d. In the Service status area, click Stop. The Service status changes to Stopped.
e. Click OK.
10. To activate the Debug Service after you have defined the above parameters, close the Connection
Manager process in the NICE Interactions Center.
The Debug Service is activated when the Dispatch Service automatically restarts the Connection
Manager process.
11. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr above.
For each debug session, the Debug Service automatically creates four debug files:

Setting Up the Ethereal Sniffer
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
Where xxxxxxxxxx is the unique debug session identifier. The folder to which the above files are
transferred is located in D:\Program Files\NICE Systems\CTI\Debug (default), or in the location you
defined in the DebugFilesFldr parameter above.
Important!
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.
Important!
After you have sent off the Open Service Request, you need to return the Debug Service to its
original status. See Resetting the Debug Service.
Setting Up the Ethereal Sniffer

Use the Ethereal Sniffer when troubleshooting Active VoIP integrations.
Setup the Ethereal to run on the NICE Interactions Center. It is very important for troubleshooting the traffic
on the NIC, as the Sniffer allows you to see the SIP messages between the NICE Interactions Center and
the PABX, especially the Invite message at the beginning of each call.
To troubleshoot using the Ethereal sniffing tool:
1. Run the Ethereal Sniffer.
2. Capture the traffic of the Interactions Center NIC while performing a call.
3. In the Filter field, type SIP.

Restarting the System and Running Problematic Scenario
Restarting the System and Running

Problematic Scenario
You now need to restart the system and run the problematic scenario/s.

Collecting Information
Collecting Information
When preparing the Open Service Request Procedure you need to collect the following information:
1. Information from the NICE Interaction Management servers. Use the Log Collector to collect the log
files. For details, see the Log Collector Guide.
2. Debug tool log files, see:
Searching, Collecting, and Saving Events Spy Logs below
Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility on page91
Collecting the Debug Service Files on page93
Important!
Remember to include any log files created by your integration specific tools. See the section
on the relevant integration tool.
3. Zip the Integrations folder - D:\Program Files\NICE Systems\CTI.

Remember to include the following log files listed inAbout the Logs if relevant for your site configuration:
VoIP Capture
VoIP Logger
Systems\Logger\Log
Voice Logger
Systems\Logger\Log
NICE Interactions Center:
Interactions Center D:\Program Files\NICE Systems\Interactions Center\Log
Integration D:\Program Files\NICE Systems\CTI\Log
Searching, Collecting, and Saving Events Spy Logs

NICE Events Spy enables you to search for specific events within your Events log file, see Searching for
Events.
NICE Events Spy also enables you to collect and save event log files in one of the following ways:
Create and save events in an active log file, see Saving Events in a Log File on the next page.

Save all current events, see Saving Current Events on the facing page.
Save selected current events, see Saving Selected Current Events on the facing page.

This option enables you to search for specific events within your Events log file. Follow the procedure
below.
To search for events:

1. In the Find field, enter any event that you wish to find.
2. Press <Enter>.
A list of the relevant events appears in the Find area.
3. When you want to hide the find results, click Hide Find/Mark window.
Saving Events in a Log File

This option enables you to create a log file that saves all events from the time you create the file until you
close it.

Saving Current Events
To save events in a log file:

1. From the File menu, select Log to File.
The Save as window appears.
2. Save the file in any convenient location.
NOTE: To view the contents of any of the log files you created, from the File
menu, click Open Log File.
The Log to File on the File menu now appears with a checkmark next to it.
3. When you want to stop logging to a file, select Log to File again.
Saving Current Events

This option enables you to create a file in which you can save all events that currently appear in the Events
column.
To save current events:

1. From the File menu, select Save All.
Saving Selected Current Events

This option enables you to create a file, in which you can save selected events from the list that currently
appear in the Events column.
To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.
2. From the File menu, select Save Selected.
Collecting and Viewing CAPI Spy Files Using the

CAPI Spy Utility
NICE Systems provides a utility for viewing the CAPI Spy messages in XML format.
To set up the CAPI Spy utility:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\Program Files\NICE Systems\CTI). Double-click CAPISpy.exe. The CAPI Spy window appears.

Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility
Figure 2-18: CAPI Spy Window
2. From the Connect menu, select Connect to CTI Driver.

After the CAPI CTI driver and the CAPI Spy utility are connected, the CAPI Spy starts displaying
CAPI messages.

Collecting the Debug Service Files
Figure 2-19: CAPI Spy Window Displaying Messages
NOTE: If the connection is not successful, an error message appears. Contact NICE
Customer Support.
If the connection is dropped, an error message appears. To reconnect the connection, from the
Connect menu, select Connect to CTI Driver.

NICE Systems provides a utility for viewing the Debug Service files. You then send the four Debug files to
NICE Customer Support.
To access the Debug Service files:

D:\Program Files\NICE Systems\CTI).
2. In the Tools folder, double-click IntegrationFileSplitter.exe.
The Integration File Splitter window appears.
3. Drag and drop the Debug files into the File Details area.
The Debug files and the debug session identifier numbers appear in the File Details area.
4. When necessary, you can open and view the contents of the .dbg files.

Important!
Make sure that you send to NICE Customer Support the four debug files that correspond to
the debug session ID number.

Reset the System
Reset the System

After you have run the problematic scenario and sent the relevant log files and the Open Service Request
Procedure checklist to NICE Customer Support, you need to reset the various tools to their original
settings. See your notes regarding these settings.
See:
Resetting the Call Server, RCM, and Database Server Reporting Levels
Resetting the Integration Log Reporting Levels
Resetting the Events Spy
Resetting the Debug Service
Resetting the Call Server, RCM, and Database Server

Reporting Levels
Reset the File reporting level to its original setting. See the notes that you made before you changed these
settings.
TIP:
For troubleshooting purposes, set the logs to the maximum size and maximum number
of log files.

1. Verify that you are working in Technician mode.
2. In the Organization tree, select Interactions Center. Select the relevant NICE Interactions Center.
3. Click the Report Level tab.

Figure 2-20: Interactions Center Report Level
4. Expand the Call Server and set the File reporting level to its original setting.
5. Expand the DBServer and set the File reporting level to its original setting.
6. Expand RCM and set the File reporting level to its original setting.
NOTE:
Currently the Screen reporting level category is not available, although it appears on the
screen. Changing this field has no effect on the system.

Reset the Integration log files to their original onsite settings.
To reset the Integration log files:

1. Reset the Reporting Level in all the branches that you raised to Use Debug reporting level to its
original setting.
For example:
In the Organization tree, expand Master Site > CTI Integrations > Connection Managers
and click the relevant Connection Manager. In the Connection Manager Details area,
expand Connection Manager Reporting Level.
In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver
General Information area, expand Driver Reporting Level.

Figure2-2 Connection Manager Reporting Level Area
2. Clear Use Debug reporting level.

3. Click Save.
4. Restart NICE Integration Log Services.

After you submit your Open Service Request Procedure, reset the Events Spy to its original onsite
settings.
To reset the Events Spy:

1. Verify that you are working in Technician mode.
Select the Connection Manager for which you want to set up the NICE Events Spy tool.

Figure2-3 Interfaces Tab
4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Figure2-4 Set Parameter Value Window
5. From the Value drop-down list, select No and click OK.

NOTE: If the Integration is running, you should restart the Integration Service
after setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.

After sending the Debug files to NICE Customer Support, return the system to its original configuration.
To reset the Debug Service to Idle:

Select the Connection Manager for which you want to reset the Debug Service.
3. Double-click the DebugServiceMode parameter.

The Set Parameter Value window appears.

4. From the Value drop-down list, select Idle and click OK.
5. Restart the Services.
a. Click Start > Run. The Run window appears.
b. In the Open field, enter services.msc and click OK. The Services window appears.

c. Select and double-click Nice Integration Dispatch Service. The Nice Integration Dispatch
Service Properties window appears.
d. In the Service status area, click Start. The Service status changes to Started.
e. Click OK.

Connection Manager Monitor
Connection Manager Monitor

The NICE Connection Manager Monitor tool enables you to view the contents of the Connection Managers
tables. It also enables you to verify if:
Devices are monitored
Monitored devices are filtered
and
Displays the loaded CTI links
Displays connected clients.
Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a client. It
then receives events in addition to monitoring devices, enabling you to conduct simple tests without
running a driver.
This section includes:
Setting Up the Connection Manager Monitor
Managing the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.
Important!
IPC Integrations do NOT support use of the Connection Manager Monitor.
To set up Connection Manager Monitor:

D:\Program Files\NICE Systems\CTI. Double-click ConnectionManagerMonitor.exe. The
Connection Manager Monitor window appears.

Figure 2-25: Connection Manager Monitor Window
2. From the Monitor menu, select Connect. The Select Connection Manager window appears.
Figure 2-26: Select Connection Manager Window
3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect.
Click OK. The Connection Manager Monitor displays the contents of the Connection Manager tables.

Figure 2-27: Connection Manager Window - Tables
4. From the Client menu of the Connection Manager Monitor window, select Connect. The Select
Connection Manager window appears.
Figure 2-28: Connection Manager Window - Client Menu
5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect.
Click OK.
After the Connection Manager Monitor establishes connection to the desired Connection Manager, the
Monitor, Stop Monitor, and Disconnect options in the Client menu become enabled. The Client
connection appears in the Clients area.

Figure 2-29: Connection Manager Monitor - Client Connection in Clients Area
6. From the Client menu, select Monitor. The Monitor Device window appears.
Figure 2-30: Monitor Device Window
a. In the Device ID field, enter the Device ID number of the Connection Manager to which you want
to connect.
b. In the Switch ID field, enter the Switch ID number.
c. From the Device Type drop-down list, select the appropriate device type.

d. Click Monitor. The response appears in the Output area.

Figure 2-31: Output Area
Important!
The Connection Manager Monitor window does not continuously refresh the data displayed in
the window; it only displays the data current at the time you establish the connection. To
update the data displayed in the window, click Update.
7. Click Update. The new Client appears in the Client Device Requests area.
Figure 2-32: Connection Manager Monitor - Client Device Requests Area

This section includes the following topics:

Stopping the Connection Manager Monitor

Disconnecting the Connection Manager Monitor Client.
IMPORTANT
IPC Integrations do NOT support use of the Connection Manager Monitor.

This procedure describes how to stop the Connection Manager Monitor when it is functioning as a client.
To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The Stop
Monitor Device window appears.
Figure 2-33: Stop Monitor Device Window
2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.
3. Click Stop Monitor. The response appears in the Output area.
Disconnecting the Connection Manager Monitor Client

This procedure describes how to disconnect the Connection Manager Monitor when it is functioning as a
client.
To disconnect the Connection Manager Monitor Client:

From the Client menu of the Connection Manager Monitor window, select Disconnect.
The Client connection of the Connection Manager no longer appears in the Clients area and in the
Client Device Requests area.

Log Manager System
Log Manager System

The Log Manager system logs all significant system activity and maintains a log of all data, enabling you to
view the history of all relevant system activity.
The Log Manager system has the following main components:
Log Manager
CTI Console Viewer
Log Manager Services
Log Viewer
Using the Log Manager

The Log Manager creates log message files and/or sends information to the CTI Console Viewer, the log
file, and the Event Log according to the predefined Reporting Level filter.
For more information regarding defining Reporting Levels, see Setting the Integration Log Reporting
Levels on page80.
Using the CTI Console Viewer

The CTI Console Viewer enables real-time log tracking of the screens of all integration components
installed on the local machine. This application replaces the Console windows in the Reporting Level of the
integration process, and provides the user with filtering capability.
CTI Console Viewer has a separate window for each integration process. You can view and filter an event,
as well as change the Reporting Level. You cannot do this in the System Administrator. Files are saved
automatically in the Log Manager and can be viewed afterwards in the Log Viewer.
Figure 2-34: CTI Console Viewer

Opening the CTI Console Viewer

Follow the procedure below.
To open the CTI Console viewer:

Double-click the icon in the system tray.
Figure 2-35: System Tray
Right-click the icon, and select Open NICE CTI Console Viewer.
To open a specific integration process window:

From the NICE CTI Console Viewer window, select the relevant integration process.
Figure 2-36: NICE CTI Console Viewer
A log window opens and the integration modules installed on the local machine are listed. (This list is
updated when you add/remove any integration modules in the NICE System Administrator.)

Figure 2-37: CTI Log Window
NOTE: These Reporting Levels are only relevant for the CTI Console.
WARNING!
Reporting Levels may be helpful for troubleshooting. However, making changes to the
Reporting Levels can greatly add to the load on your system. Changing Reporting Levels
should therefore be done only by authorized personnel and in conjunction with NICE
Customer Support.
Filtering Messages
You can filter messages in any of the following manners:
Reporting Clear the checkboxes of the Reporting Levels that are irrelevant
Level: (message importance).
Module Clear the checkboxes of any modules that are irrelevant.
name:
Thread ID: Clear the checkboxes of any Thread IDs that are irrelevant.
Resetting the Filter
To reset the filter:

Click the Reset Filter button.

The filter in Module Name and Thread ID is reset, and all the messages are printed. (The Reset filter
option does not affect the reporting level).
Figure 2-38: Reset Filter
Managing the CTI Console Viewer
To clear the screen of messages:

Click the Clear Screen button.
All the messages are cleared from the screen.
To open the last log file:

Click the Open last log file button.
The current log file with Log Viewer opens (see Log Viewer section). You can see log messages from
the specific modules in real-time as they are displayed.
To change console size and color:

1. From the Options menu, select Console size.
Figure 2-39: Options Menu
When the log window is filled with the maximum number of messages, the top rows are automatically
deleted.
2. From the Options menu, select Change color.
a. Select a background color.
b. Select a color for each reporting level.

The Log Managers second module can be found in Services. It consists of the following Log Manager
related service - Nice Integration Log Services

Using the Log Viewer
WARNING!
You should not change any values in the Registry. All changes should be made through the
System Administrator application and be done only by authorized personnel and in
conjunction with NICE Customer Support.

The Log Viewer enables you to view the log files and to filter them. You can keep several logs open at the
same time.
Filtering Logs
You can filter the logs according to the following criteria:
Reporting Level: Clear the Reporting Levels that are irrelevant.
Date - Time Range: Select the appropriate time range.
Module name: Clear any modules that are irrelevant.
Thread ID: Clear any thread IDs that are irrelevant.
Message: Type any relevant message.
To filter a log file:

1. In the NICE Interactions Center, navigate to the Tools folder (the default location is D:\Program
Files\NICE Systems\CTI\Tools).
2. Double-click LogViewer.exe. The Log Viewer window appears.
3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.
4. In the Filter area, select the relevant filter options.
Figure 2-40: Log Viewer Window
5. Click Filter.
The filtered logs appear in the Log Viewer window.
6. To save the filtered log file for future reference, from the File menu, select Save as. The Save as
window appears.
7. Name the filtered log file appropriately.

Searching Logs
The Log Viewer enables you to search for specific text within a specific column or within all columns. The
Log Viewer remembers past searches.
To search for a specific text value:

1. From the File menu, select Find. The Find window appears.
Figure 2-41: Find Window
2. Click the In column drop-down list and select the relevant search basis.
3. Click Find.

3
3:
Enabling Summary Page Display of NICE
System Information
IMPORTANT
Not all NICE components are supported by all of the systems described here!
To verify which systems are supported for NICE components, see the relevant Certified
Servers Guide.
Contents
Overview 116
Common Terms 117
Windows 2008 / Windows 2008 R2: Enabling Summary Page Display 118

3: Enabling Summary Page Display of NICE System Information
Overview
Overview
The System Administrator includes a summary page that displays the NICE product version and the
installed Updates. See the System Administrator - Configuration Guide for more information.
Figure 3-1: 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 applications are installed on the Applications Server.
This section describes 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 3-1:
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 below.
2. Edit the DCOM permissions to enable the remote launch and remote activation of WMI queries. For
details see, Editing DCOM Permissions on page123.
IMPORTANT
These procedures must be repeated on each Recording Machine!
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.
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.

Adding the System Administrator User to Computers not in an Active Directory Environment
Figure 3-2: Server Manager Window
2. In the left-hand pane, navigate to Server Manager > Configuration > Local Users and Groups >
Users.

Figure 3-3: Server Manager - Local Users and Groups
3. In the left pane, right-click Users and select New User.

Figure 3-4: New User
The New User window appears.

Figure 3-5: 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.

Editing DCOM Permissions
Figure 3-6: Server Manager Window - New User

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 3-7: Active Directory Message
The Component Services window appears.

Figure 3-8: 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 3-9: My Computer Properties Window
5. Click the COM Security tab.

Figure 3-10: COM Security Tab
6. In the Launch and Activation Permissions area, click Edit Limits.

The Launch and Activation Permission window appears.
Figure 3-11: Launch and Activation Permission Window
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.

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 3-12: Select Users or Groups Window
b. In the Enter the object names to select area, enter the name of the System Administrator user.
c. Click Check Names. The domain and user name appears.
d. Click OK. The Launch and Activation Permission window reappears.

Figure 3-14: Launch and Activation Permission Window
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 3-14):
Remote Launch
Remote Activation
11. Click OK.
The Properties window, displaying the COM Security tab, reappears.

Figure 3-15: COM Security Tab
12. In the Access Permissions area, click Edit Limits.

The Access Permission window appears.
Figure 3-16: 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.

If the name of the System Administrator user does not appear, do the following:
a. Click Add. The Select Users or Groups window appears.
b. In the Enter the object names to select area, enter the name of the System Administrator user.
c. Click Check Names. The domain and user name appears.
d. Click OK.
The Access Permission window reappears.

Figure 3-19: Access Permission Window
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 3-19):
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.

4
Playback Troubleshooting Flow

4:
This section describes the playback flow and common troubleshooting issues when playback is not
functioning properly.
Contents
Understanding the Playback Flow 136
Troubleshooting Playback Problem for All Calls 140
Troubleshooting Playback Problem for Specific Calls 142
Setting the Log Level in the .Config File 146
Setting the Player Log Levels 148
Checking the Workstation Ports 150
Checking the File Versions 151
Checking the Locate Order 153
Checking the Storage Center 154
Troubleshooting Player Errors 155
Logger Errors 157
Storage Center Errors 158
Checking the Playback Logs 159
Sample Player Logs 160
Example of Troubleshooting Using the Logs 167
Collecting the Server Logs Using the Log Collector Tool 172
Collecting the Client Logs Using Log Collector Tool 173
Copying the Playlist 174
Dumping the Client Memory 175

4: Playback Troubleshooting Flow
Understanding Playback Retrieval 176


Gathering Information
Important issues to consider when troubleshooting for playback misfunction are:
Is this a new installation? If yes, when was the installation executed?
Were there any changes to the environment that might have affected the system? If yes, check
Can the problem be retraced? If yes, specify the steps.
Were the Servers restarted? If yes, did this solve the problem?

Understanding the Playback Flow

The Playback Flow is described in the chart and procedure below.
Figure 4-1: Playback Flow
1. The user selects an interaction in Business Analyzer (Client) and clicks Play.
2. The Business Analyzer (Client) sends the playback request to the Player.
3. The Player sends the playback request, including the call parameters (site ID, call ID, segment or
complete, user ID of users requesting playback, user ID of the agent to play back) to the Playback
Administration on the Applications Server.
4. The Playback Administration checks the privileges with the User Admin to ensure that the user is
allowed to playback the interaction.
5. The Playback Administration then gathers the interaction data from the Database Server:
tblRecordingXX
tblInteractionXX
tblParticipantXX
tblContacXX for complete calls
6. The Playback Administration uses tblRecordingXX to locate where the interaction is stored based on
the locate order.

NOTE: Recordings with Recording Type = Not Recorded are ignored.
7. The Playback Administration gathers the locate results.

8. The Playback Administration builds the playlist (xml) for each located media, including the start and
end times and where the media is stored.
9. The playlist is sent to the Player. If the playlist contains no medias, the user receives a No recordings
were found message. See Understanding Playback Retrieval on page176 for an explanation of this
message.
10. The NICE Player eliminates any redundant medias according to the participants.
11. The NICE Player/Stream Server fetches the media from the Loggers and/or Storage Center, and plays
the call.

General Troubleshooting Flow

General troubleshooting is described in the flowchart and procedures below.
Figure 4-2: Troubleshooting Flow
1. What method of playback are you using?

Playing back to an extension.
Playing back directly from the Logger or Storage Center, that is, with a direction connection
between the Player and the Logger or Storage Center.
Playing back via a Stream Server. See Choosing a Stream Server Configuration in the System
Administrator - Configuration Guide.

2. If your problem is playing back to an extension, see Playback Telephony Server Services
Troubleshooting.
3. Is the problem playing back a specific call or all calls?
4. If the problem is for all calls, see Troubleshooting Playback Problem for All Calls on the next
page.
5. If the problem is for specific calls only, see Troubleshooting Playback Problem for Specific Calls
on page142
6. If the site is a Multi Data Hub environment:
Check if the agent and the Logger are located in the same site and physical location.
Try to playback the call locally. If this works, the problem is most likely a network issue, for
example, timeout, latency, and so on.
7. If you have N+1 or 1+1 the call may be recorded on a couple of Loggers:
Check where the call is physically located in locatelog.txt. See Example of
Troubleshooting Using the Logs on page167.

Troubleshooting Playback Problem for All Calls
Troubleshooting Playback Problem for All

Calls
Troubleshooting playback problems for all calls is described in the flowchart and procedures below.
Figure 4-3: Troubleshooting Flow for Playing Back All Calls
If the problem is for all calls:

1. Set the appropriate log level:

Troubleshooting Playback Problem for All Calls
Set the Log Level in the System Administrator. Setting the Log Level in System
Administrator on page145.
Set the Log Level in the Config File. See Setting the Log Level in the .Config File on
page146.
Set the Player Log Level. See Setting the Player Log Levels on page148.
2. Check that the Applications Server and Database Servers are up. See Applications
Troubleshooting Flow on page251 and .Database Troubleshooting on page319
3. Check the time synchronization between the Applications Server and Database Server.
4. If playing back over a WAN, check if there is a latency problem or communication errors.
5. If other users can play back the calls on the same workstation when logging in, check the user
permissions in the Users Administrator application.
6. If you can play back the calls when logged-in to a different workstation, check the workstation
connectivity and also check workstation problems. See Solving Desktop Problems on page278.
7. In System Administrator, check the range of the workstation ports, and ensure that these ports are
open. See Checking the Workstation Ports on page150.
8. On the Applications Server, check for a conflict between the NICE updates in the ServerBin and
ClientBin folders. See Checking the File Versions on page151.
9. If a No Recording Found message appears for the calls in the Player, check the Locate Order. See
Checking the Locate Order on page153.
10. Check that the Storage Center is archiving. See Checking the Locate Order on page153 and
Checking the Storage Center on page154.
11. If an error message other than No Recording Found message appears in the Player, see
Troubleshooting Player Errors on page155.
12. Troubleshoot using the Playback Administration Service Logs. See Example of Troubleshooting
Using the Logs on page167.
13. Submit information to NICE Customer Support:
Dump the Client Memory. See Dumping the Client Memory on page175.
Copy the Playlist. See Copying the Playlist on page174.
Collect the Server Logs using the NICE Interaction Management Logs Collector Tool. See the
Log Collector Guide.
Collect the Client Logs using the NICE Interaction Management Logs Collector Tool. See the

Troubleshooting Playback Problem for Specific Calls
Troubleshooting Playback Problem for

Specific Calls

Figure 4-4: Troubleshooting Flow for Playing Back Specific Calls

If the problem is for specific calls:

1. Set the appropriate log level:
Set the Log Level in the System Administrator. See Setting the Log Level in System
Administrator on the facing page.
Set the Log Level in the Config File. See Setting the Log Level in the .Config File on
page146.
Set the Player Log Level. See Setting the Player Log Levels on page148.
2. If other users can play back the calls on the same workstation when logging in, check the user
permissions in User Administration.
3. Is there anything unique about the calls? (for example, were they all recorded on the same Logger, or at
the same time, or are they recordings of the same agent or phone number).
4. If the problems relate to a specific remote Logger, check for Firewall or network issues, for example
DNS configuration. See High Density Logger Troubleshooting Flow on page374.
5. If a No Recording Found Message appears for the calls in Player, check the Locate Order. See
6. Check that the Storage Center is archiving. See Checking the Storage Center on page154.
7. If an error message other than a No Recording Found message appears in the Player, see
Troubleshooting Player Errors on page155.
8. Troubleshoot using the Playback Administration Service Logs. See Example of Troubleshooting
Using the Logs on page167.
9. Submit information to NICE Customer Support:
Dump the Client Memory. See Dumping the Client Memory on page175.
Copy the Playlist. See Copying the Playlist on page174.
Collect the Server Logs using the NICE Interaction Management Logs Collector Tool. See the
Collect the Client Logs using the NICE Interaction Management Logs Collector Tool. See the

Setting the Log Level in System Administrator
Setting the Log Level in System

Administrator
To set the log level in System Administrator:
1. In System Administrator, verify that you are working in Technician mode: In the Organization tree,
select Organization. Then mark the Technician Mode checkbox and click Save.
2. In the Organization tree, select Applications > Configurations > General.
3. Select the Logs Level tab.
Figure 4-5: Logs Level Tab
4. In the Master Level and File Level columns, note the current log level for Playback Administration
and Playback Locate.
5. In the Master Level and File Level columns, change the log level for Playback Administration and
Playback Locate to Debug.
6. After troubleshooting ensure that you reset these values according to the values you noted in Step 4.
WARNING
Failure to switch the log levels back to the default values might cause system problems due to
a performance overload.

Setting the Log Level in the .Config File

Each of the components on the Applications Server has .config files stored in the following folder:
<Application Server Installation Path>\ServerBin\.
Playback NiceApplications.Playback.Administration.Startup.exe.config
Administration
Loggers LocateService
PBResourceManager
IMPORTANT !
Backup your .config files before editing them.
If you edit the configuration files, ensure that you use a plain text editor such as Notepad
without any options.
DO NOT use text wrap as this will corrupt your configuration file.
In any event, any change of configuration files should be done ONLY in consultation with
NICE Support!!!!.
To set the log level in the .config file:

1. Navigate to <Application Server Installation Path>\ServerBin\.
2. In Notepad, open the relevant .config file.
3. Expand the <log4net> section.
4. Expand the required logger name sections (<logger name="NiceApplications.Playback">, <logger
name="LocateService"> and <logger name="PBResourceManager">).
5. Note the values in both Level and Threshold.
6. Set the debug level, by changing the values on both Level and Threshold to be defined as ALL.

Figure 4-6: Log Levels in the .config File
7. Save and close the .config file. There is no need to restart the Applications Server.
8. After troubleshooting ensure that you reset these values according to the values you noted in Step 5.
WARNING

Setting the Player Log Levels

You need to set the Player log level in System Administrator and in the
NiceApplications.Playback.GUI.exe.config file to enables playback logic logging. For further information,
see Troubleshooting Player Errors on page155.
To set the Player log levels:

1. To set the Player log levels in System Administrator:
a. Verify that you are working in Technician mode.
b. In the Organization tree, select Playback > Player Settings.
c. Click the Log Level tab.
Figure 4-7: Log Level Tab
d. Note the current Log Level setting.

e. Set the Log Level to Debug.
f. Logout and then login for the change to take effect.
g. After troubleshooting ensure that you reset these values according to the values you noted in Step
d.
IMPORTANT
To create a log file of the playback logic errors:

1. To create a log file of the playback logic errors in the NiceApplications.Playback.GUI.exe.config
config file:
a. Set the EnablePBLogicLog value to true:

<add key="EnablePBLogicLog" value="true" />

b. In the Registry Editor, navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Nice
Systems\PBLogic\Log, and note the values of the MMLClient_LogLevel and the PBLogic_
LogLevel.
c. Set the MMLClient_LogLevel and PBLogic_LogLevel to 0 for maximum details.
Figure 4-8: Registry Key
d. After troubleshooting ensure that you reset these values.

Set the EnablePBLogicLog value to false.
In the Registry Editor, reset the MMLClient_LogLevel and PBLogic_LogLevel values
according to the values you noted in Step b.
IMPORTANT

Checking the Workstation Ports
Checking the Workstation Ports

The settings apply to all Workstations!
To check the Workstation ports:

1. In System Administrator, navigate to Applications > Configurations > General.
2. Expand the Workstation Settings area. Then select as follows:
Random Ports - all ports on each workstation must be open.
Specific Ports Range - a range between 1024 and 5000 (the minimum range is 11 ports. For
example, 2001 - 2011 inclusive).

Checking the File Versions

On the Applications Server, check for a mismatch between the NICE updates in the ServerBin folder
(contains binaries and DLL files for server-based applications) and the ClientBin folder (contains the
binaries and DLL files needed by clients).
To check the file versions:

1. Browse to D:\Program Files\Nice Systems\Applications\ServerBin.
2. Check the NiceApplications.Playback.xxx.dll version numbers:
a. In Explorer, right-click on Name, and select More.
Figure 4-9: Choose Details Window
b. Select File Version and check OK.

c. Check the file version numbers against the D:\Program Files\Nice
Systems\Applications\ClientBin.

3. If the NICE Playback Telephony Services service or the NICE Playback Streaming service is
installed, ensure that all the required NICE updates are installed. Check the following version numbers:
NiceApplications.Playback.Streaming.xxx.dll
NiceApplications.Playback.Telephony Services.xxx.dll

Checking the Locate Order
Checking the Locate Order

The Locate Order is the order in which all storage media are searched when a query is run. If your site is
installed with a Storage Center, you can select to search the Storage Center before the Loggers when
running a query. If most of the interactions in your query results are stored on a Storage Center, this will
produce faster results.
Locate Order can also be defined per Location. If a user is defined on a location which has a Locate Order
defined, the locate order of the Location takes precedence over the locate order defined for the site and is
used.
For more information on the logs, Example of Troubleshooting Using the Logs on page167.
Locate Order Description Troubleshooting
No Storage Do not search the Storage Center If there is a Storage Center and this is
Center (there is no Storage Center at the incorrectly configured the calls will not be
site). played back.
Before Source First, search the Storage Center You will not be able to playback interactions
Logger and then search the Loggers. If that are not yet archived to the Storage
most of the interactions in your Center if the Logger that they are stored on
query results are stored on a is down.
Storage Center, this will produce
faster results.
After Source First, search the Logger where the You will not be able to playback interactions
Logger interaction was recorded and then that are not yet archived to the Storage
search the Storage Center. Center if the Logger that they are stored on
is down.
After All Search all the Voice Loggers and

Loggers then search the Storage Center.
Storage Search only the Storage Center You will not be able to playback interactions
Center Only and not the Loggers. that are not yet archived to the Storage
Center.
Customized You define which Loggers to If a Logger is missing from the customized
Order search, and in what order to search order you will be unable to playback those
them. interactions.
The source and spare Logger will
always be checked first, prior to
this customized order.

Checking the Storage Center
Checking the Storage Center

Check if the Storage Center is archiving the calls.
To check the Storage Center:

1. Check the directories on the Storage Center to check if the calls are archiving there.
2. Check the archiving to the Storage Center.
a. In Reporter, import the Health Checks Report template.
b. Run the Archiving Coverage Report.
c. Check the Archiving Coverage per Storage Center View.
Figure 4-10: Archiving Coverage Report

Troubleshooting Player Errors
Troubleshooting Player Errors

The player errors are recorded in the Player log files, *.txt, in %APP_DATA%\NicePlayer\Release3.
There are various types of errors that may occur in the Player:
Playback errors
Logger errors
Storage Center errors
Playback Logic Errors

The following playback logic errors may appear in the Player Logs. These errors have the
MMLAPIBase.PbLogicLog prefix.
Error No. Description Action Required
OK 1 OK. None
Fail -1 General failure. Collect the Player logs and submit them to
NICE Customer Support. Refer to
Collecting the Client Logs Using Log
Collector Tool on page173.
Illegal -3 One or more of the input Collect the Player logs and submit them to
parameter parameters has an invalid NICE Customer Support. Refer to
value. Collecting the Client Logs Using Log
Improper -4 The playback logic is not in a Collect the Player logs and submit them to
mode proper mode to perform the NICE Customer Support. Refer to
requested operation. Collecting the Client Logs Using Log
Connection -5 Failed to connect to (or Check the connectivity to the Storage

failed disconnect from) the Center or the NiceScreen Logger.
NiceScreen Logger or the
Troubleshoot the Storage Center or
Storage Center. NiceScreen
NiceScreen Logger.
Loggers are sometimes
referred to as Multi Media
Loggers (MML).

Playback Logic Errors
Error No. Description Action Required
End of -7 No more buffers are available Collect the Player logs and submit them to
requested for the requested segments. NICE Customer Support. See the
segment Collecting the Client Logs Using Log
No packets -8 The segment exists but its Collect the Player logs and submit them to
yet (for next requested buffer was not NICE Customer Support. See Collecting
monitoring) found. the Client Logs Using Log Collector
Tool on page173.
Segment -9 The requested segment was Collect the Player logs and submit them to
not found not found in the NiceScreen NICE Customer Support. See Collecting
Logger or the Storage Center. the Client Logs Using Log Collector
Tool on page173.

Logger Errors
Logger Errors
The following Logger errors may appear in the Player Logs.
Error Description Action Required

No.
-9 Handler is invalid.
-1 Communication failure. Failed to connect to the Logger. To check

this, ping the Logger from the client, and
check any Firewall settings between the
Logger and client.
0 Operation successful.
1 Command failed.
11 Invalid parameter, for example, invalid tag.
12 Token does not exist.
57 Not enough resources for playback.
200 Audio Over LAN & Import: Invalid token
201 Audio Over LAN & Import: DB error or

record aborted.
203 Audio Over LAN & Import: No free virtual The Logger has no free connections. Each
output channel. media uses a connection to the Logger. To
check this, wait a while and then retry
playing back the interaction.

Storage Center Errors
Storage Center Errors

The following Storage Center errors may appear in the Player Logs.

No.
300007 The Storage Center failed to connect to Check the Logger where the backup device
a backup device on a Logger. This is located.
should not be considered an error if there
are no backup devices in the site.
300008 The Storage Center did not archive or it See:

had an error in the locate flow. Checking the Locate Order on
page153
Checking the Storage Center on
page154
Setting the Player Log Levels on
page148.

Checking the Playback Logs
Checking the Playback Logs

The server log files are found in the <Application Server Installation Path>\ServerBin\ folder unless
specified otherwise.
Playback PlaybackAdministration.txt.x
Administration
NiceApplications.PlaybackAdministration.SystemFramework.log
PlaybackRM.txt.x
LocateLog.txt.x
Business NBA.log.
Analyzer
NBADefault.log.

Sample Player Logs
Sample Player Logs

Sample Log
2008-07-31 13:39:15,781 DEBUG; [MMLAPIBase.PbLogicLog] - DebugInfo - CNMLApi : CNMLApi :
NML_ReleaseBuffer() - Released buffer context 20000004. [Issued by component] [ThreadId 12144,
ErrorCode 0]
2008-07-31 13:39:15,781 DEBUG; [MMLAPIBase.PbLogicLog] - DebugInfo - CNMLApi : CNMLApi :
NML_ReleaseBuffer() - Released buffer context 20000004. [Issued by component] [ThreadId 12144,
ErrorCode 0]
2008-07-31 13:39:15,781 DEBUG; [MMLAPIBase.PbLogicLog] - DebugInfo - LogicImp : LogicImp : [I]
GetNextPacket() - Got Packet (pContext=536870916, Type=0, Size=4096,
TimeTag=29941032.3332150528, Flags=0, HeaderSize=24, DataSize=4096 [ThreadId 12144, ErrorCode
0]
GetNextPacket() - Got Packet (pContext=536870916, Type=0, Size=4096,
TimeTag=29941032.3332150528, Flags=0, HeaderSize=24, DataSize=4096 [ThreadId 12144, ErrorCode
0]
GetNextPacket() - Got Packet (PacketGUID=0-0-0-0-0-0-0-0-0-0-0-0-0-0-0-0, MACSize=0, PacketMAC=)
[ThreadId 12144, ErrorCode 0]
GetNextPacket() - Got Packet (PacketGUID=0-0-0-0-0-0-0-0-0-0-0-0-0-0-0-0, MACSize=0, PacketMAC=)
[ThreadId 12144, ErrorCode 0]
2008-07-31 13:39:15,781 DEBUG; [MMLAPIBase.PbLogicLog] - DebugInfo - LogicImp : LogicImp :
<<GetNextPacket() [Duration = 16 msec] [ThreadId 12144, ErrorCode 0]
2008-07-31 13:39:15,781 DEBUG; [MMLAPIBase.PbLogicLog] - DebugInfo - LogicImp : LogicImp :
<<GetNextPacket() [Duration = 16 msec] [ThreadId 12144, ErrorCode 0].
Storage Center Disconnection Log

2008-09-25 12:33:05,250 INFO ; [ExpandView.OnTmrScaleTick] - Position: 32515
2008-09-25 12:33:05,906 ERROR; [MMLAPIBase.GetPacket] m_pbLogic.GetNextPacket failed res =
ConnectionFailed
2008-09-25 12:33:05,921 INFO ; [VoiceMMLServer.GetPacket] - screen GetNextPacket failed at
NiceApplications.Playback.MediaSourceAPI.MMLAPIBase.GetPacket(Boolean& lastPacket, Byte[]&
data, tSecuredPacketParams& packetParams)

Storage Center Disconnection Log
at NiceApplications.Playback.MediaSourceAPI.VoiceAPI.GetActivePacket(Boolean& lastPacket, Byte[]

& audioBuffer, DateTime& startTime, DateTime& stopTime, CompressionType& compression, Guid&
guid, UInt32& actualDataPosition, UInt32& actualDataSize)
at NiceApplications.Playback.MediaSourceAPI.VoiceAPI.GetPacket(Boolean& lastPacket, Boolean&
active, Byte[]& audioBuffer, DateTime& startTime, DateTime& stopTime, CompressionType&
compression, Guid& guid, UInt32& actualDataPosition, UInt32& actualDataSize)
at NiceApplications.Playback.Streaming.Nice.VoiceMMLServer.GetPacket()
2008-09-25 12:33:05,921 ERROR; [AudioBufferBase.FetchingThreadFunction] screen GetNextPacket
failed at NiceApplications.Playback.Streaming.Nice.VoiceMMLServer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.AudioFetcher.GetPacket(Boolean& fetchDone)
at NiceApplications.Playback.MediaServices.Logic.CompressedInBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.CompressedBuffer.Pop()
at NiceApplications.Playback.MediaServices.Logic.AudioBuffer.GetPacket()
at NiceApplications.Playback.MediaServices.Logic.AudioBufferBase.FetchingThreadFunction()
2008-09-25 12:33:05,921 INFO ; [AudioBufferBase.FetchingThreadFunction] - m_state changed to Seek
ConnectionFailed

Storage Center with Playback Logic Log
2008-09-25 12:33:05,921 ERROR; [CommonViewManager.ErrorOccurred] ErrorOccurred, description:

SCREEN_SERVER_SCREEN_FAILED_TO_GET_NEXT_PACKET
2008-09-25 12:33:05,921 DEBUG; [CommonViewManager.DisableCloseForms] - >>DisableCloseForms

2008-09-25 12:58:41,218 WARN ; [MMLAPIBase.PbLogicLog] - Warning -
MMLPoint::SendBlockingMsgToChannel : timeout expired. ChannelId(1), Opcode(203) [ThreadId 5464,
ErrorCode 0]
ErrorCode 0]
MMLPoint::SendBlockingMsgToChannel : error detected while waiting. ChannelId(1), Opcode(203),
lastError(553648143) [ThreadId 5464, ErrorCode 0]
2008-09-25 12:58:41,218 FATAL; [MMLAPIBase.PbLogicLog] FatalError - PlaybackPoint::GetBuffer :
SendSyncCommandToChannel failed. Channel id(1) [ThreadId 5464, ErrorCode 0]
2008-09-25 12:58:41,218 FATAL; [MMLAPIBase.PbLogicLog] FatalError - CNMLApi : CNMLApi : NML_
GetBuffer() - NMLAPI_PB_GetBuffer() returned 0,0.GetLastError returned 0 [ThreadId 5464, ErrorCode 0]
2008-09-25 12:58:41,218 ERROR; [MMLAPIBase.PbLogicLog] Error - CNMLApi : CNMLApi :
ConnectionFailureCallback() - Disconnection occured for ClientHandle a86860. [ThreadId 5964, ErrorCode
0]
ConnectionFailed
2008-09-25 12:58:41,218 ERROR; [MMLAPIBase.PbLogicLog] Error - CNMLApi : CNMLApi :
ConnectionFailureCallback() - Disconnection occured for ClientHandle a86860. [ThreadId 5964, ErrorCode
0]


ErrorCode 0]
ErrorCode 0]

Logger Disconnection Log

ConnectionFailed

2008-09-25 12:43:38,828 INFO ; [RenderVoiceMediaBase.WriteAudioToDSBuffer] - MediaId 3 writeSize
16000 clentBufferLength 16000
2008-09-25 12:43:38,843 ERROR; [LoggerPBAPI880.GetNextPacketFromLogger] NC_StreamFetchData
failed res = -16
2008-09-25 12:43:38,843 ERROR; [VoiceServer.GetPacket] GetPacket error VOICE_SERVER_
CONNECTION_FAILURE
2008-09-25 12:43:38,843 ERROR; [AudioBufferBase.FetchingThreadFunction] Fetch data failed at
NiceApplications.Playback.Streaming.Nice.VoiceServer.GetPacket()

2008-09-25 12:43:38,843 INFO ; [RenderVoiceMediaBase.OnAudioBufferError] - Got buffering event while
playing propogating event
2008-09-25 12:43:38,859 INFO ; [PlaybackController.OnBufferingEvent] - Controller got Buffering event
while playing or seeking 44
2008-09-25 12:43:38,859 INFO ; [PlaybackController.PlayFrom] - PlayFrom 9250
2008-09-25 12:43:38,859 INFO ; [PlaybackController.Seek] - Seek 9250
2008-09-25 12:43:38,890 INFO ; [RenderVoiceMediaBase.GetFreeSpaceSize] - playCursor 151948,
LastPlayCursorPosition 135118
2008-09-25 12:43:38,921 INFO ; [PBViewManager.OnBuffring] - [WMS] Buffering Started
2008-09-25 12:43:38,921 INFO ; [ExpandView.OnBuffring] - *** Not Gui thread using this.Invoke ***
2008-09-25 12:43:38,921 INFO ; [AudioBufferBase.Seek] - Seek m_seekPosition=9250, m_
state=Working
2008-09-25 12:43:38,921 INFO ; [CompressedInBuffer.Seek] - Seek : 9250
2008-09-25 12:43:38,921 DEBUG; [VoiceServer.InternalJumpToPos] - JumpToPos Token 191 startTime
25/09/2008 09:45:13 404 StopTime 25/09/2008 09:47:04 403
2008-09-25 12:43:38,937 INFO ; [AudioBuffer.GetPacket] - Poped:Packet: Media 1, Time 25/09/2008
09:45:22.120-25/09/2008 09:45:26.210, Position 8716-12806 (=4090ms), Data 4090by (=4090ms), Active
2008-09-25 12:43:38,937 ERROR; [LoggerPBAPI880.StartPlayback] AUD_AudioOverLAN_Ex failed res
= -1
2008-09-25 12:43:38,937 INFO ; [VoiceServer.InternalJumpToPos] - AUD_AudioOverLAN_Ex failed at
NiceApplications.Playback.MediaSourceAPI.LoggerPBAPI880.StartPlayback(Int32 token, DateTime
startTime, DateTime endTime)
at NiceApplications.Playback.Streaming.Nice.VoiceServer.InternalJumpToPos(DateTime startTime)
2008-09-25 12:43:38,937 ERROR; [VoiceServer.InternalJumpToPos] JumpToPos error VOICE_
SERVER_START_OVER_LAN_FAILED
2008-09-25 12:43:38,937 DEBUG; [AudioProcessing.DecodePacket] - DecodePacket, startPos=9250,
endPos=110999, packetStartPos=8716, packetEndPos=12806
2008-09-25 12:43:38,937 INFO ; [RenderVoiceMediaBase.Seek] - AUD_AudioOverLAN_Ex failed at
NiceApplications.Playback.Streaming.Nice.VoiceServer.InternalJumpToPos(DateTime startTime)
at NiceApplications.Playback.Streaming.Nice.MediaDataServerBase.JumpToPos(Int64 ticks)
at NiceApplications.Playback.MediaServices.Logic.AudioFetcher.MediaServerSeek(Int64 position)

Checking the NiceScreen Logs
at NiceApplications.Playback.MediaServices.Logic.AudioFetcher.StartFetch(Int64 position)
at NiceApplications.Playback.MediaServices.Logic.CompressedInBuffer.SetPosition(Int64 position,
Boolean& isWorking)
at NiceApplications.Playback.MediaServices.Logic.CompressedInBuffer.Seek(Int64 position)
at NiceApplications.Playback.MediaServices.Logic.CompressedBuffer.Seek(Int64 position)
at NiceApplications.Playback.MediaServices.Logic.AudioBufferBase.Seek(Int64 position)
at NiceApplications.Playback.MediaServices.Logic.RenderVoiceMediaBase.Seek(Int64 position)
2008-09-25 12:43:38,937 INFO ; [OutputDS.RenderVoiceSeekCallback] - RenderVoiceSeekCallback stat
= VOICE_SERVER_START_OVER_LAN_FAILED
2008-09-25 12:43:38,953 INFO ; [AudioBuffer.GetPacket] - Poped:Packet: Media 1, Time 25/09/2008
09:45:26.210-25/09/2008 09:45:30.300, Position 12806-16896 (=4090ms), Data 4090by (=4090ms), Active
Checking the NiceScreen Logs

Settings for your NiceScreen Logger are stored in the MMLogger.cfg configuration file located in the
NiceScreen Logger installation directory. LogFile_Path indicates the location of the NiceScreen log files.
The logs are located in the installation folder, by default in:
D:\Programs Files\Nice Systems\Multimedia Logger.
To check the NiceScreen Logs:
Review the NiceScreen Logger logs (logfileXX.log).

Example of Troubleshooting Using the Logs
Example of Troubleshooting Using the Logs

This section includes sample logs useful for troubleshooting playing back an interaction. For further
information on the playback process, see Understanding the Playback Flow on page136.
To Troubleshoot using the Logs:

1. In PlaybackAdministration.txt (see PlaybackAdministration.txt below), search for:
a. Start PreparePlayListForInteractions: This indicates the start of the playback process.
b. Locate Results: Check if the locate process succeeded. In this example two parts of the call are
located.
c. RecordingId:XXX: This indicates the recording ID for each part of the call.
d. Build media per participant: This indicates the start of the media building process (per media).
e. New Voice Media start or New Screen Media start: This indicates that the interaction has been
located and that the media has been built. If the locate succeeded, but the media is missing, it
could indicate a timing problem on the client.
2. If the locate failed, open LocateLog.txt (see LocateLog.txt on page169) and search for:
a. AddRequest recording Id: XXX: This indicates that a locate request for a recording was
initiated.
b. StorageCenterLocator.LocateRecordingCallback Operation Result = 0: A zero (0)
indicates that the recording was located on the Storage Center. A value other than zero (0)
indicates that the part of the call is missing from the Storage Center.
c. with result Found: This indicates that the locate process was successful.
d. with result NotFound: This indicates that the locate process was not successful. This may
indicate a time difference between the Interactions Center and Logger, or the Interactions Center
and Applications Server. Refer to TN0752: Windows Network Time Protocol Configuration.
This note provides procedures for configuring the Windows Network Time Protocol on NICE
servers.
e. If there are Storage Center errors, see the Storage Center Logs to establish the reason for the
error. Review the Storage Center Logs. By default, the log files are stored in the same directory
where the Storage Center is running. The default log file names are:
StorageCenterLog.log
StorageCenterLog1.log through StorageCenterLog100.log
PlaybackAdministration.txt
2008-08-24 09:59:04,479 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - : Start
PreparePlayListForInteractions

PlaybackAdministration.txt
2008-08-24 09:59:04,479 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - : Create play list

items
2008-08-24 09:59:04,479 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - : Bring segments
from db for requested calls
2008-08-24 09:59:04,479 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - query url:
zandberg:62074
2008-08-24 09:59:04,620 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - : Build stages for
interactions using Analyzer class
2008-08-24 09:59:04,620 DEBUG; [PlayListManager.BuildPlayItemsForInteractions] - : Create play media
2008-08-24 09:59:04,620 DEBUG; [PlayListManager.CreatePlayMedia] - : prepare locate requests
2008-08-24 09:59:04,620 DEBUG; [PlayListManager.CreatePlayMedia] - Add locate requests for call 0
2008-08-24 09:59:04,620 INFO ; [Participant.BuildRecordings] - Added another recordings: 417 for the
participant ID 11
2008-08-24 09:59:04,635 DEBUG; [PBAdminServer.GetServerIdOfLogger] - GetServerIdOfLogger
took:00:00:00
2008-08-24 09:59:04,635 INFO ; [Participant.BuildRecordings] - Added another recordings: 416 for the
participant ID 13
2008-08-24 09:59:04,651 DEBUG; [PBAdminServer.GetServerIdOfLogger] - GetServerIdOfLogger
took:00:00:00.0156250
2008-08-24 09:59:04,651 DEBUG; [PlayListManager.CreatePlayMedia] - : run Locate
2008-08-24 09:59:04,651 DEBUG; [PBAdminServer.GetLoggersOnSite] - GetLoggersOnSite took:
00:00:00
00:00:00
00:00:00
00:00:00
2008-08-24 09:59:04,698 DEBUG; [LocateManager.LocateFinished] - Locate callback recieved 0
2008-08-24 09:59:04,698 INFO ; [LocateManager.LocateFinished] - Locate Callback Request 0 Times:
633518804008930000, 633518804238930000
2008-08-24 09:59:04,729 DEBUG; [LocateManager.LocateFinished] - Locate callback recieved 1
2008-08-24 09:59:04,729 INFO ; [LocateManager.LocateFinished] - Locate Callback Request 0 Times:
633518804008930000, 633518804238930000
2008-08-24 09:59:04,729 DEBUG; [PlayListManager.CreatePlayMedia] - Locate Request took:
00:00:00.0781250

LocateLog.txt
2008-08-24 09:59:04,729 DEBUG; [PLAY LISTM ANAGER.WRITELOCATERESULTS TOTRACE] - :LOCATE

RESULTS 2008-08-24 09:59:04,729 DEBUG; [P LAYL ISTMANAGER .WRITELOCATERESULTST OTRACE] -
LOGGER ID :1722315 CHANNEL ID:49 TOKEN :0 O FFLINEMEDIA NUMBER :0 DEVICENUMBER :0
ISPARTIAL :F ALSE RECORDINGS: INTERACTION I D:326924 R ECORDINGID :417 SERVER ID:30 SITE ID:1/ N
2008-08-24 09:59:04,729 DEBUG; [PLAY LISTM ANAGER.WRITELOCATERESULTS TOTRACE] -
LOGGER ID :1722315 CHANNEL ID:19 TOKEN :0 O FFLINEMEDIA NUMBER :0 DEVICENUMBER :0
ISPARTIAL :F ALSE RECORDINGS: INTERACTION I D:326924 R ECORDINGID :416 SERVER ID:30 SITE ID:1/ N
2008-08-24 09:59:04,729 DEBUG; [PlayListManager.CreatePlayMedia] - : Build media per participant
2008-08-24 09:59:04,729 INFO ; [PlayListManager.BuildMediaForParticipant] - Building Media: Stage
Times : 7/17/2008 8:33:20 AM, 7/17/2008 8:33:43 AM Locate Times:
633518804008930000,633518804238930000
2008-08-24 09:59:04,729 DEBUG; [PlayListManager.BuildMediaForParticipant] - : New Voice Media start
2008-08-24 09:59:04,729 INFO ; [PlayListManager.BuildMediaForParticipant] - Building Media: Stage
Times : 7/17/2008 8:33:20 AM, 7/17/2008 8:33:43 AM Locate Times:
633518804008930000,633518804238930000
2008-08-24 09:59:04,729 DEBUG; [PlayListManager.BuildMediaForParticipant] - : New Voice Media start
2008-08-24 09:59:04,729 DEBUG; [PlayListManager.CreatePlayMedia] - : Finish CreatePlayMedia
2008-08-24 09:59:04,729 DEBUG; [PlayListManager.PreparePlayListForInteractions] - : Build xml
document
2008-08-24 09:59:04,729 DEBUG; [PlayListManager.PreparePlayListForInteractions] - : Return PlayList
LocateLog.txt
2008-08-24 09:59:04,651 [20] DEBUG; [LocateServiceServer.AddRequest] - AddRequest: Request id:23
LocateOrder = Custom start time: 7/17/2008 8:33:20 AM Milli: 893 stop time: 7/17/2008 8:33:43 AM Milli:
893 for recording Id: 417 interactionId: 326924 serverId:30 siteId: 1
2008-08-24 09:59:04,651 [20] DEBUG; [LocateServiceServer.EnterCheckLoggerState] - The request 23
for recording Id: 417 interactionId: 326924 serverId:30 siteId: 1 moved to CheckLogger state
2008-08-24 09:59:04,667 [20] DEBUG; [LocateServiceServer.AddRequest] - AddRequest: Request id:24
LocateOrder = Custom start time: 7/17/2008 8:33:20 AM Milli: 893 stop time: 7/17/2008 8:33:43 AM Milli:
893 for recording Id: 416 interactionId: 326924 serverId:30 siteId: 1
2008-08-24 09:59:04,667 [20] DEBUG; [LocateServiceServer.EnterCheckLoggerState] - The request 24
for recording Id: 416 interactionId: 326924 serverId:30 siteId: 1 moved to CheckLogger state
2008-08-24 09:59:04,667 [STP SmartThreadPool Thread #31] DEBUG;
[StorageCenterLocator.OriginalLocate] - Locate calls Storage Center: zandberg:30003 recordings: Id: 417
interactionId: 326924 serverId:30 siteId: 1
2008-08-24 09:59:04,667 [STP SmartThreadPool Thread #31] INFO ;
[StorageCenterLocator.OriginalLocate] - Call LocateRecording for Storage Center: zandberg:30003
recordings: Id: 417 interactionId: 326924 serverId:30 siteId: 1

LocateLog.txt

[StorageCenterLocator.OriginalLocate] - Locate calls Storage Center: zandberg:30003 recordings: Id: 416
interactionId: 326924 serverId:30 siteId: 1
2008-08-24 09:59:04,698 [14] INFO ; [StorageCenterLocator.LocateRecordingCallback] - Got locate
callback for recording 1;30;326924;417 Operation Result = 0
[StorageCenterLocator.OriginalLocate] - Locate for recording 1;30;326924;417 returned with 1 results
[LocateServiceServer.HandleState] - The request 23 for recording Id: 417 interactionId: 326924 serverId:30
siteId: 1 finished state CheckLogger with result Found
[LocateServiceServer.SendLocateFinishedCallback] - FinishLocate for recording Id: 417 interactionId:
326924 serverId:30 siteId: 1 Results: Request id:23 results number: 1 results: source: SC start time:
7/17/2008 8:33:20 AM Milli: 893 stop time: 7/17/2008 8:33:43 AM Milli: 893
[LocateServiceServer.SendLocateFinishedCallback] - Locate callback called with times:
633518804008930000, 633518804238930000
[LocateServiceServer.SendLocateFinishedCallback] - Finish request Avail: 499 Active999
2008-08-24 09:59:04,698 [STP SmartThreadPool Thread #32] INFO ;
[StorageCenterLocator.OriginalLocate] - Call LocateRecording for Storage Center: zandberg:30003
recordings: Id: 416 interactionId: 326924 serverId:30 siteId: 1
[StorageCenterLocator.OriginalLocate] - Locate for recording 1;30;326924;416 returned with 1 results
[LocateServiceServer.HandleState] - The request 24 for recording Id: 416 interactionId: 326924 serverId:30
siteId: 1 finished state CheckLogger with result Found
[LocateServiceServer.SendLocateFinishedCallback] - FinishLocate for recording Id: 416 interactionId:
326924 serverId:30 siteId: 1 Results: Request id:24 results number: 1 results: source: SC start time:
7/17/2008 8:33:20 AM Milli: 893 stop time: 7/17/2008 8:33:43 AM Milli: 893
[LocateServiceServer.SendLocateFinishedCallback] - Locate callback called with times:
633518804008930000, 633518804238930000
[LocateServiceServer.SendLocateFinishedCallback] - Finish request Avail: 499 Active999

LocateLog.txt

2008-08-20 19:02:56,620 [8860] INFO ; [STORAGE CENTER LOCATOR.L OCATERECORDINGCALLBACK] -
ERROR WHEN LOCATE RECORDING 1;26;239481090;4323375 OPERATION RESULT = 300008
[StorageCenterLocator.OriginalLocate] - Locate for recording 1;26;239481090;4323375 returned with 0
results
2008-08-20 19:02:56,620 [STP SmartThreadPool Thread #7] DEBUG; [LocateServiceServer.HandleState]
- The request 7 for recording Id: 4323375 interactionId: 239481090 serverId:26 siteId: 1 finished state
StorageCenterLocate with result NotFound
2008-08-20 19:05:52,077 [8860] INFO ; [StorageCenterLocator.LocateRecordingCallback] - Error when
locate recording 1;26;253423018;4569139 Operation Result = 300007
[StorageCenterLocator.OriginalLocate] - Locate for recording 1;26;253423018;4569139 returned with 0
results
[LocateServiceServer.HandleState] - The request 70 for recording Id: 4569139 interactionId: 253423018
serverId:26 siteId: 1 finished state StorageCenterLocate with result NotFound

Collecting the Server Logs Using the Log Collector Tool
Collecting the Server Logs Using the Log

Collector Tool
The Log Collector Tool collects all relevant playback information at one click of a button. This information
includes all configuration parameters and all playback related log files. This information can be saved and
used when opening or escalating cases. For more information, see the Log Collector Guide.

Collecting the Client Logs Using Log Collector Tool
Collecting the Client Logs Using Log

Collector Tool
Use the Log Collector to collect the Player and ScreenAgent Log files. For more information, see the Log
Collector Guide.
Player:
All *.txt; *.comments; *config; *.xml files from %APP_DATA%\NicePlayer\Release3 directory.
ScreenAgent:
All *.* files from directory specified by the Common AppData registry key.
NOTE: Collecting all the necessary information can speed up resolution of a

support case.

Copying the Playlist
Copying the Playlist

The playlist is built each time an interaction is played, and the previous playlist is overwritten.
The playlist.xml comprises several elements.
Element Description
Item Part of an interaction. There maybe multiple items in an interaction.
Stage Typically an item comprises one stage. An additional stage may be added by, for
example, a conference call.
Time The Start and End time of the stage (Year, Month, Day Hour, Minute, Second,
Millisecond).
Participant A participant in the interaction stage. There will usually be multiple participants.
This includes information:
Media information including the media type (voice or screen), the media
original location (Logger ID and Channel ID), and the Logger token.
Participant information, including Agent ID, User ID, and Device ID. No
participant information will appear for customers.
ContactKey Included only if this is a complete call.
To copy the playlist:

1. If you have a problem playing back an interaction, copy the following file immediately and submit it to
NICE Customer Support:
<Installation Folder>\NICE Player\temp\Playlist.xml
2. For further information on troubleshooting using the playlist, see Troubleshooting Player Errors on
page155.

Dumping the Client Memory
Dumping the Client Memory

If requested to by NICE Customer Support, you may need to dump the client memory. Do this using
ADPlus, a Windows debugging tool that starts the CDB debugger and executes a set of debugger
commands to gather information. For more information regarding ADPlus, see
http://support.microsoft.com/kb/286350.
To Dump the Client Memory:

1. Copy the debug tools directory onto the client machine (C:\Program Files\Debugging Tools for
Windows\). Alternatively, connect a USB Flash drive to the problematic machine and run the dump
command from the USB Flash drive.
2. Identify the process ID:
a. Run Internet Explorer. You should only have one Internet Explorer window open.
b. In Windows Task Manager, click the Processes tab.
c. From View > Select Columns.
d. Select PID (Process Identifier) and click OK.
e. Note the Internet Explorer Process ID.
3. From the Debugging Tools for Windows directory or USB Flash drive, run the following command:
adplus -hang -p XXXX -quiet
The dump is created in the Debugging Tools for Windows directory. To specify an output path
use the -o option.
If the process throws a fatal exception and then terminates, replace the -hang option with the -
crash option. This takes the dump before the process terminates.
If any question dialogs appear during the dump process, click OK.
4. The cdb.exe command window appears, and the dump process starts.
5. The command window closes when the dump is finished and the results are saved in a file with the
format <Mode>_Date_<Date> _Time_<Time>, for example: Hang_Mode__Date_12-27-2005__
Time_17-37-1919.
6. Verify that this is the date and time that you took the dump, ZIP the entire directory (take into account
that the file can be large), and mail or FTP it to NICE Customer Support.

Understanding Playback Retrieval
Understanding Playback Retrieval

When you cannot play back a recording from the Business Analyzer application and receive the error There
are no recordings to retrieve, you need to verify that the Media Library and Storage Center are installed.
If they are not installed, you can retrieve the entire storage media that includes the specific recording from
the Backup Manager.

Other Troubleshooting
No Recording Was Found Message
A No recording was found message could be related to activation of CTI Analysis in the integration.
Check the Playback Administration service log file as well as the Business Analyzer service log file.
Playback Fails and Message Appears After Delay

Symptom
Playback does not occur, and the playback failure message appears after a delay.
Cause
Player tries to play back a recording three times before displaying the error message. This re-try
mechanism appears in the Player log files.
Search the log files to confirm that Player tried to play back the recording before displaying an error
message.
To troubleshoot:
1. Depending on the playback source, search the Player log files to verify that Player tried three times to
play back the recording before issuing an error message. For more information on collecting the log
files, see Collecting the Client Logs Using Log Collector Tool on page173.
2. When the playback source is MML, search for:
Examples of Connection Retry Strings
ScreenServer.InternalConnect ScreenServer.Connect: StartTime retry no. 1
ScreenAPI.Connect m_pbLogic.StartOutgoingSession failed res = ConnectionFailed

NiceApplications.Playback.Utils.PlaybackExceptions: StartOutGoingSession of MML
failed:
ScreenServer.InternalJumpToPos Jump to pos failed on retry 1

Examples of Failure Strings
ScreenServer.InternalConnect Too Many Attempts to connect to Screen logger. (3 retries)
| PlaybackController.OnSeekDoneEvent Error in seek - max retries reached, status =

MML_SERVER_FAILED_TO_CONNECT
3. When the playback source is a Voice Logger, search for:

Playback Fails and Message Appears After Delay

NiceApplications.Playback.Utils.PlaybackExceptions: cannot connect to logger
LoggerAPIWrapper.ConnectToLogger NC_ConnectLoggerWithKnownVersion failed res

= -1
VoiceServer.GetPacket GetPacket error VOICE_SERVER_CONNECTION_FAILURE try 1
VoiceServer.GetPacket Jump to pos INSIDE GetPacket - failed on retry 1

MediaDataServerBase.HandleFailedAttempt Maximum connection attempts reached,
last error was
| VoiceServer.InternalConnect Too Many Attempts to connect to voice logger.

4. When the playback source is Storage Center, search for:
VoiceMMLServer.GetPacket GetPacket error on retry 1, SC_SERVER_FAILED_TO_
GET_NEXT_PACKET
VoiceMMLServer.ConnectToLogger MMLServer.Connect: StartTime retry no 1
MMLAPIBase.Connect m_pbLogic.ConnectToServer failed res = ConnectionFailed

NiceApplications.Playback.Utils.PlaybackExceptions: Cannot connect to storage
center:
MediaDataServerBase.HandleFailedAttempt Maximum connection attempts reached,
last error was

5
Archiving Troubleshooting Flow

5:
This section describes common troubleshooting issues for the various archiving methods and tools used
with NICE Performance, including archiving to a tape or DVD, the Media Library, the Backup Manager, the
Rule Engine and the Storage Center.
Contents
General Archiving Troubleshooting Flow 180
Tape/DVD Archiving Troubleshooting 181
Media Library Troubleshooting 184
Backup Server Device Detection Troubleshooting 187
Other Backup Server Troubleshooting 189
Rule Engine Troubleshooting 190
Storage Center Troubleshooting 197

5: Archiving Troubleshooting Flow
General Archiving Troubleshooting Flow
General Archiving Troubleshooting Flow

Which archiving activity are you troubleshooting?
1. If your problem is archiving online to a Logger, see the High Density Logger Troubleshooting Flow
on page374 and VoIP Troubleshooting Flow on page408.
2. If your problem is archiving to tape or DVD, see Tape/DVD Archiving Troubleshooting on the facing
page.
3. If your problem is with the Media Library, see Media Library Troubleshooting on page184.
4. If your problem is with the Backup Server, see Backup Server Device Detection Troubleshooting
on page187.
5. If your problem is archiving to Storage Center:
a. First check that the Rule Engine is functioning correctly, as described in Rule Engine
Troubleshooting Flow on page190.
b. If the Rule Engine is ok, perform Storage Center troubleshooting, as described in Storage Center
Troubleshooting on page197.
6. Organizing the archiving media at a site with Media Library. The Media Library assigns sequential
numbers to the cassettes, and the Media Library printer prints labels automatically.

Tape/DVD Archiving Troubleshooting

See the Backup Configuration Guide and Archiving Devices and Media Reference Guide for further
information.
To troubleshoot tape/DVD archiving:

1. View the status of the drive:
a. Log in to the NICE Interaction Management Applications Suite.
b. From the Accessories menu, select Backup Manager.
c. Double-click the NiceLog icon .

d. Select a Logger. Logger details (Server Name, Logger ID, Host/IP Address and Backup Mode)
appear in the Logger Details area; device information (if media is loaded) appears in the Devices
Information area including:
Device Assignment shows the current operation taking place: Automatic Archiving,
Retrieval, Retrieve while Archiving, Manual Archiving, Erase.
Device Status shows the current status: Loading, Empty, Ejecting, Retrieving,
Suspended.
e. In the Device Information area, select a row representing a device.
f. Click the Device Info button on the Backup Manager toolbar.

The Device Info window appears.
Figure 5-1: Device Info Window
2. Ensure that there is a media in the drive.

3. Check that the retention period of the media has not expired yet.
4. Check that the media was closed properly and is valid for usage in append mode.
5. Ensure that the media is not full or write protected.
6. Ensure that the media version is supported. For a list of the supported media, see the Archiving
Devices and Media Reference Guide.
7. Verify that the archiving device can be viewed as a drive.
8. Verify that the correct driver is installed for the archiving device. See Archiving Devices Driver
Installation in the Archiving Devices and Media Reference Guide.
9. If necessary, use a cleaning media to clean the archiving drive. For a list of supported cleaning media
and how to clean the archiving device, see the Archiving Devices and Media Reference Guide.
WARNING
If an archiving drive is accidentally cleaned with a spent cleaning cassette, the used-up
cassette will slowly contaminate the drive. The contamination can spread to the archiving
medium. The archiving medium can then contaminate a new archiving drive and cause it to
fail.
10. Test the archiving drive using the NICE Test Kit.
a. If you do not have the NICE Test Kit you can download it from ExtraNICE > Services >
Diagnostic Utilities.
b. See the General High Density Logger Troubleshooting Flow on page375 and the NICE Test
& Recovery Kit User Manual.
c. Use the following tests that run under Windows:
Table 5-1:
Test/Operation Test Description Log File Location
Backup Sony AIT & Checking SONY AIT Root:\Programs\SONY Tape Tool
DDS Tape Tool IDE Backup Devices. for Windows\S.N.dat
Firmware Upgrade for S.N indicates the tape serial number
SONY IDE & SCSI
Backup Test DVD Creating a Test DVD No log file.

Creator Application
Backup DVD Read & Checking DVD Drives Root:\Programs\BurnInTest\BIT_

Verify log*.log

d. Use the following tests that run under DOS:
Table 5-2:
Backup SONY AIT & Checking SONY AIT Root:\Programs\SONY\NTAU\*.ana

DDS Test (SCSI) & DDS SCSI Backup
Devices
Root:\Programs\SONY\Ship\*.abc

Media Library Troubleshooting

See the Backup Configuration Guide.
To troubleshoot Media Library:

1. Verify that all Media Library Loggers appear in the Media Library window as Active =1.
Figure 5-2: Media Library Window
2. If automatic archiving is not working, try to archive manually.

3. If cannot print labels because of archiving issues using the Backup Server, see Tape/DVD Archiving
4. Check that all the required updates are installed.
5. Check if the Media Library is not printing labels for one or more of the Loggers.
6. Check the Media Library printer status and which Loggers are associated to a specific Media Library
printer:
a. In System Administrator, in the Organization tree, select Media Library Servers and select the
required Media Library Server.
b. Selected the required Media Library printer.
c. Check the Printer Status in the General tab.
d. Click the Loggers tab.
e. Check which Loggers are associated to the Media Library Printer.
7. Check the network connection between the Media Server and the affected Loggers.

8. Check that the printer is plugged in and online.

9. Check the location of the printer sensors and check the label cartridge in the printer.
10. Use the test button on the printer to print a test label.
11. The following are the relevant Media Library tables:
Nice_admin.tblMLibLoggers
nice._admin.tblSystemResources includes all defined Media Library Loggers with iLoggerId
(iLoggerid must be = iResouseId from tblSystemResources)
Nice_interaction.tblMLCassestes describes cassettes that Media Library created labels for.
Nice_interaction.tblMLChannels describes for a given tape the channels and times.
Nice_interaction.tblMLLog is the Media Library log.
12. In System Administrator, navigate to Applications > Configurations > Locate Settings and check
that Storage Center is configured for locating and check the Locate Order. For more information, see
13. Increase the reporting level for the NICE Playback Administration service, which includes the Locate
service and Storage Center service.
14. Check the Locate and Storage Center log files at the following paths:
Default Locate service log file: C:\Program
Files\NiceSystem\Applications\ServerBin\Locate.log
Storage Center log file: C:\ProgramData\NICE Systems\Storage
Center\StorageCenterLog.log
a. Check that the StorageCenterLog.log does not contain error messages related to the Storage
Center startup process.
b. Check that the Locate.log reflects the correct locate process for off-line call playback:
A locate request for a specific InteractionID is received.
The NICE Playback Administration service (locate) checks the source Logger and returns
Result NotFound.
The NICE Playback Administration service (locate) checks the rest of the Loggers and
returns Result NotFound.
The NICE Playback Administration service (locate) checks the Storage Center and returns
Result OfflineFound.
The NICE Playback Administration service (locate) activates RetrieveServiceSystem and
gets a list of tape drives.
If one or several interactions are not online, the Retrieval Wizard appears. See Retrieving
Recordings of Interactions in the System Administrator - Configuration Guide.

15. Ensure that the NICE Storage Center Service and Nice Storage Streaming Service
(PlaybackServiceSC) are running (Note: A site using the Media Library must have the NICE Storage
Center to enable retrieval of recordings.)

Backup Server Device Detection Troubleshooting
Backup Server Device Detection

Troubleshooting
The Backup Server uses DVD-RAM devices, USB tapes, or SCSI tapes to back up data. This section
troubleshoots how to enable detection of each of these backup methods:
DVD-RAM Devices Not Detected below
USB Tapes Not Detected on the next page
SCSI Tapes Not Detected on the next page
DVD-RAM Devices Not Detected

Follow the procedure below when the Backup Server does not detect DVD-RAM devices.
To troubleshoot DVD-RAM devices not detected by the Backup Server:

1. Check that the hardware connections of the DVD-RAM devices are correctly attached.
2. Navigate to Control Panel > System, and click the Hardware tab. Click the Device Manager button
to open the Device Manager. Check that the DVD-RAM devices are listed.
3. Navigate to Control Panel > Add or Remove Programs and check that the WriteDVD! application
appears in the list of installed programs.
4. Restart the computer.
5. From My Computer, check that a removable device appears for each DVD-RAM device installed on
the Backup Server.
6. From the Device Manager (Control Panel > System > Hardware > Device Manager), check that
the name of each DVD drive includes a specific identifier.
Figure 5-3: DVD Drive Name with Identifier
7. If the Logger is installed as a service:

USB Tapes Not Detected
a. From the Start menu of the Backup Server machine, select Run and enter gpedit.msc. The Group
Policy window appears.
b. Navigate to Windows Settings > Security Settings > Local Policies > Security Options, and
check that the following Policy is disabled: Devices: Restrict CD-ROM access to locally
logged on user only.
USB Tapes Not Detected

Follow the procedure below when the Backup Server does not detect USB tapes.
To troubleshoot USB tapes not detected by the Backup Server:

1. Check that certified drivers are installed for the USB tapes.
2. Additional installed backup devices prevent the detection of USB tapes. Check that no DVD-RAM
devices or SCSI/IDE tapes are connected to the Backup Server.
SCSI Tapes Not Detected

Follow the procedure below when the Backup Server does not detect SCSI tapes.
To troubleshoot SCSI tapes not detected by the Backup Server:

Installed DVD-RAM devices prevent the detection of SCSI tapes. Check that no DVD-RAM
devices are connected to the Backup Server.

Other Backup Server Troubleshooting
Other Backup Server Troubleshooting

If an error occurs in the DVD, do not restart the Logger before ejecting the archiving media from all
DVD drives in the system.
Before performing a DVD device assignment change, such as from auto-archiving to retrieval or
vice versa, ensure that the Logger's front panel doors are fully open because the DVD tray will
automatically eject after the assignment change. Failing to do so can cause errors in the Logger.
When browsing in the My Computer folder, do not browse in the removable disk drives or CD
drives as this might cause an interruption in the Logger archiving operation.

Rule Engine Troubleshooting
Rule Engine Troubleshooting

Rule Engine troubleshooting includes the following:
A workflow to use for Rule Engine troubleshooting: Rule Engine Troubleshooting Flow below
Steps to verify that the Rule Engine is working properly without any backlogs or failures: Verifying
that the Rule Engine is Operating Normally on page193.
NOTE: NICE Sentinel currently cannot detect Rule Engine failures, so these
verification steps should be performed regularly to ensure that the Rule Engine
still functions properly if you apply more than 20 rules.
Rule Engine Troubleshooting Flow

When there are Rule Engine issues or problems archiving to the Storage Center, you should perform Rule
Engine troubleshooting according to the following flow:
1. Checking that the Archiving Rule Inserts New Calls below
2. Checking the Storage Center Rule Schedule below
3. Checking the Rule Engine Log File for Errors on page192
4. Checking that there is an Active Rule on page192
5. Checking that the Rule Engine Generates Actions for Storage Center Rules on page192
6. Verifying that the Rule Engine is Operating Normally on page193
If you perform the flow above and find that the Rule Engine is operating correctly but there are still archiving
problems, continue with the Storage Center Troubleshooting Workflow on page197.
Checking that the Archiving Rule Inserts New Calls

Check whether the Rule Engine inserts new calls by checking the Storage Center view
vwScLastElements in the nice_storage_center database for the relevant calls. Query the Start and Stop
Times of the last interaction to see whether new interactions were inserted.
Checking the Storage Center Rule Schedule

In the nice_storage_center database, check the Storage Center rule schedule in the tblSchRuleConfig
table (see Figure 5-4). Verify that the dtNewestCallsInsertedGmtDate column is updated.
If the Rule Engine inserts calls and the dtNewestCallsInsertedGmtDate column is updated, the problem
is in the Storage Center. Continue with the Storage Center Troubleshooting Workflow on page197.
If the Rule Engine does not insert calls or the dtNewestCallsInsertedGmtDate column is not updated,
continue with Checking the Rule Engine Log File for Errors on page192.

Checking the Storage Center Rule Schedule
Figure 5-4: tblSchRuleConfig
The tblSchRuleConfig table displays the following information about the Storage Center rules:
Column Description
iRuleConfigID Rule ID
iDatabaseID Database (site) the rule applies to
iStorageGroupID Storage location where calls are archived
nvcRuleName Rule name
iESMID ESM
vcSpecificStorageCenterIDs Storage Center the rule applies to

Values can be a specific Storage Center ID or ALL,
meaning it applies to all Storage Centers
iForceDeleteDays When Force Delete should be done
iRetentionDays Call retention period
vcWorkingDays On which working days the SC uses this rule

Values can be numbers 1-7, where 1 is Sunday, separated
by |
For example, 1|2|3|4|5|6|7| indicates the rule runs 7 days
per week
tiWorkingWindowGmtStartHour Hour of day (GMT) that rule starts working
tiDurationHours Work duration in hours
tiDeleteMethod Whether secure delete should be used
dtNewestCallsInsertedGmtDate Date and time (GMT) of the last call inserted in this rule
tiRuleConfigType Rule type

Value can be ForceDelete (1) or Regular Archiving rule (0)

Checking the Rule Engine Log File for Errors
Checking the Rule Engine Log File for Errors

Check whether any errors appear in the Rule Engine log file. The log file is the RuleEngine.txt file located
in the Applications ServerBin folder.
Checking that there is an Active Rule

Check that there is an Active Rule in the Rule Manager, and check its schedule.
Checking that the Rule Engine Generates Actions for

Storage Center Rules
To check that the Rule Engine generates actions for the Storage Center
Rules
1. Run the following query:
SELECT *
FROM tblREStorageCenterAction
2. Check the Start time, Stop time and interaction ids in the results of the query.
3. If the table does not fill up, check that the Event Providers collect the interactions by running the
following query:
SELECT *
FROM tblRECallServerEvent
Check that the results contain calls that are not archived.
a. If the table does not contain the calls, the error may be in the Event Collection step. Call the
NICE Customer Services.
b. If the interaction is in the Event table, the problem may be in the Generation step.
The reason could be one of the following:
The Generation Query takes a long time and does not complete because of timeout. Check
the log for errors regarding Rule Firing.
Some rules created problems. Query the top 200 records in the tblREQuantum table and
check if there are records with iQuantumStatusCode 129. This indicates that there were
skipped timeframes (meaning that no calls are passing to the Storage Center).
c. The problem could be in the Execution step:
In a Multi Data Hub environment, the secondary Rule Engine Log file may contain the following
message:
[StorageCenterExecuter.OnProcessWorkItem] Failed to execute Storage Center action
System.Data.SqlClient.SqlException: The operation could not be performed because the OLE
DB provider 'SQLOLEDB' was unable to begin a distributed transaction.

Verifying that the Rule Engine is Operating Normally
[OLE/DB provider returned message: New transaction cannot enlist in the specified
transaction coordinator.]
OLE DB error trace [OLE/DB Provider 'SQLOLEDB' ITransactionJoin::JoinTransaction returned
0x8004d00a].
It may be that the Microsoft Distribute Transaction Coordinator (MSDTC) is not configured
properly.
Storage Center rules require that the MSDCT works correctly. This can be checked by performing
the following command:
BEGIN TRANSACTION
SELECT * FROM
nice_rule_link.nice_admin.dbo.tblSystemResource
COMMIT
If the command fails, MSDTC must be fixed. See Enabling MSDTC to Function in a Multi Data
Hub Environment.
d. In a Multi Data Hub environment, the problem could be in the Rules Manager behavior.
Rules defined by the Rules Manager are relevant for all sites unless otherwise specified in the rule.
The Rules definitions are written to the Master site and are replicated to all secondary sites.
Verifying that the Rule Engine is Operating Normally

This section describes how to verify that the Rule Engine is working properly without any backlogs or
failures. If all verification is successful, the Rule Engine is functioning correctly and does not suffer from
any performance issues.
This verification must be performed before creating more than 20 rules, which is the maximum number of
recommended rules. Exceeding 20 rules may affect Rule Engine performance. If the site requires more
than 20 rules, the Rule Engine should be monitored more closely.
NOTE: NICE Sentinel currently cannot detect Rule Engine failures, so these
verification steps should be performed regularly to ensure that the Rule Engine
still functions properly if you apply more than 20 rules.
Following are the steps required to verify that the Rule Engine is functioning correctly:
1. Verifying that the Rule Engine Service is Running on the next page
2. Verifying Event Provider Operation on the next page
3. Verifying Generator Operation on the next page
4. Verifying Executer Operation on page195
5. Checking the Rule Engine Logs on page195
6. Checking Database Size on page196

Verifying that the Rule Engine Service is Running
Verifying that the Rule Engine Service is Running

Begin by verifying that the Rule Engine service is up and running.
Verifying Event Provider Operation

The Event Provider is the Rule Engine component that retrieves the data from the various sources in NICE
Interaction Management (for example interactions, evaluations, and so on). If the Event Provider opens a
backlog, this will prevent proper functioning of the rest of the Rule Engine.
To verify Event Provider operation:

1. Execute the Stored Procedure spReMonitoring query (under the Nice Rule database) using the
following command:
execute spReMonitoring -1, '<year>-<month>-<day> <time>, '<year>-<month>-<day> <time>'
where the first date and time is the current local day and time in the Rule Engine machine and the
second date and time is the same as the first, plus 1 hour. For example:
execute spReMonitoring -1, '2011-04-17 08:54:30.000', '2011-04-17 09:54:30.000'
The Rule Engine status in the last hour is displayed as result.
2. In the Event Providers section, check the time displayed in the Last Stop Time column, in the Call
Server Provider Row. The time displayed in this cell should be close to the UTC time at which the
last call was performed at the site. If the Last Stop Time is more than 10 to 15 minutes later than the
last call UTC time, it indicates an Event Provider backlog.
Verifying Generator Operation

The Generator component is in charge of the filtering process. After the Event Provider retrieves the data
the Generator processes it. The Generator filters the data according to the rules, using a database query.
The more rules defined in the Rules Manager, the larger the query will be. If the query is too large, it can
encounter database timeouts and fail. When too many queries fail in a row the Generator can open a
backlog.
To verify Generator operation:

following command:
2. In the Generator Quantum section, check the following in the three Generation type rows (one row for
each Generation type):

Verifying Executer Operation
a. Verify that the value in the Previous Quantum Status column is either No events to process or Rule
Firing Completed Successfully.
b. Verify that the time in the Last Quantum End Time column is no more than 10 minutes earlier than the
Applications Server local time. If it is, it means that the Generator has a backlog in addition to an
Event Provider backlog.
3. Execute the following query on the Rule Engine data base:
select *
from tblREQuantum
where iQuantumStatusCode=129
The results count should be 0. If not, it means that the Rule Engine encountered an error within the last
week from which it could not recover, and eventually missed calls.
Verifying Executer Operation

The Executer component is responsible for delivering the filtered data to its final location, such as the
Storage Center tables.
To verify Event Provider operation:

following command:
2. In the Executer section, there are three or four rows (one for each Rule type). The value in the Total
actions treated successfully by Executer column in these rows specifies the number of treated
interactions. Verify that this value matches your expectations for the last hour, which is the report time
frame.
Checking the Rule Engine Logs

Check the Rule Engine logs for repeating errors and verify that the Nice Vacuum Backward Rules job
has not failed.
The Rule Engine log file can contain errors, but it should not contain repeating errors, such as errors that
reappear every minute. Errors such as SQL Timeout exception or SQL Deadlock victim exception may
appear occasionally.
Since the past rule vacuum is managed by a job, the logs will not reflect errors in its process. Verify that the
Nice Vacuum Backward Rules job works properly (i.e. has not failed).

Checking Database Size
To check the Rule Engine logs:

1. Open the RuleEngine.txt file, which is located in the Applications ServerBin folder.
2. Check whether any repeating errors, i.e. errors that occur every minute, appear in the file.
3. Check whether the Nice Vacuum Backward Rules job works properly (i.e. has not failed).
Checking Database Size

The Rule Engine database (nice_rule database) size should be approximately 4 to 10 GB or less. More
importantly, the size should be constant in the long term. It can change every day due to the Vacuum
operation but the change should be relatively small (up to 1/7 of the database size) and should not rise
constantly. If the database size exceeds 10 GB and keeps growing, it should raise a red flag.
To check the database size:

Enter the following command:
select round(SUM(a.total_pages * 8192 / 1024.),0)/1024 as sizeInMB
FROM nice_rule.sys.partitions p
JOIN nice_rule.sys.allocation_units a
ON p.partition_id = a.container_id
The database size in MB is displayed.

Storage Center Troubleshooting
Storage Center Troubleshooting

Storage Center troubleshooting includes the following:
A detailed workflow for troubleshooting Storage Center issues: Storage Center Troubleshooting
Workflow below
A detailed explanation of the archive file path: Archive File Path on page207
Procedures for troubleshooting common Storage Center issues: Common Troubleshooting
Issues on page208
A flow to verify that the Storage Center installation is successful: Verifying the Storage Center
Installation on page211
Instructions for ensuring that a 64-bit system functions with TSM client software: Installing 64-bit
TSM Client Software on page212
Details about how to verify playback from the Storage Center: Verifying Playback from Storage
Center Only on page213
Storage Center Troubleshooting Workflow
Table 5-3:
Step Description
1 Verify that the Rule Engine is performing correctly. See the Rule Engine
2 Set the Nice Storage Streaming log level to Debug. See Setting the Nice Storage
Streaming Log Level to DEBUG on page200. Also set the level for the Prepare logs
and the SAM logs.
3 Check if the system is recording.
4 Check if the Storage Center is archiving any calls. See Checking for Archived Calls on
page200. If the system is not archiving any calls, see step 5. If the system is not
archiving specific calls, see step 6.
5 Check if the system is rebuilding. This may take between several hours and days.

Table 5-3: Storage Center Troubleshooting Workflow (continued)
Step Description
5 If the system is not archiving any calls:

1. Check the connectivity between the Storage Center and Loggers, the Storage Center
and Database Server and the Storage Center and Rule Engine (located on the
Applications Server).
2. Check that the Storage Center ports are open. See the Server Hardening Guide.
3. Check the relevant services (for further information on services, see the Maintenance
Guide):
a. Check the Storage Center services: LogService, Nice Storage Streaming
Service, and Nice Storage Center Service.
b. Check the rule services on the Applications Server: Nice Rule Engine service
and Nice RulesManager Service.
c. Check the Nice Playback Administration service.
d. Check the SQL Services on the Database Server.
4. Check that active storage rules are defined. In Rules Manager, click Storage and
check the storage rules.
5. Verify that the Storage Center Database is selected. See Verifying that the Storage
Center Database is Selected on page202.
6. Check if there is a space problem. See Verifying Storage Center Capacity on
page202.
7. Check that all the required updates are installed.
8. Check the Playback logs. See Example of Troubleshooting Using the Logs on
page167.
9. For playback problems, see the Playback Troubleshooting Flow on page133.

Setting the Storage Center Log Level to DEBUG
Table 5-3: Storage Center Troubleshooting Workflow (continued)
Step Description
6 If the system is not archiving specific calls, check for a pattern and establish which calls
are not being archived:
1. Calls from a specific Logger. See the General High Density Logger
Troubleshooting Flow on page375 or the VoIP Troubleshooting Flow on
page408.
2. Calls that meet certain criteria, for example, long calls (these may be regarded as
personal calls and excluded via a rule). In this case, update the rule.
3. Calls from new agents. In this case, update the rule.
4. Calls from new extensions. In this case, update the rule.
5. Calls from extensions that have been changed. In this case, update the rule.
6. Calls which are under a rule for a specific Storage Center group.
7 Check the archiving tables in the database. See Checking Storage Center Archiving
Tables for Interaction Processing Status on page203.
8 Check the relevant logs. See Checking the Storage Center Logs on page205,
Checking the NICE Storage Streaming Logs on page206, and Checking the Player
Logs for Storage Center Errors on page206.
Setting the Storage Center Log Level to DEBUG

Change the level of the Storage Center log files to DEBUG..
To set the log level in Storage Center log files to DEBUG:

Open the registry, HKEY_LOCAL_MACHINE\SOFTWARE\Nice systems\Setup\NICE Storage
Center\Site\ and change LogLevel from to 3 (default) to 4.
Setting the Storage Area Management (SAM) Log Level to

DEBUG
Change the level of the SAM log files to DEBUG.
To set the log level in SAM log files to DEBUG:

1. Navigate to <D>:\Program files\NICE Systems\Storage Center and open
storagecenter.LogserviceWrapperConfiguration.xml.
2. Search for the LogLevelFilter, and change DEBUG from 0 to "1".
3. Save the SAM configuration file.

Setting the Nice Storage Streaming Log Level to DEBUG
Setting the Nice Storage Streaming Log Level to DEBUG

Change the level of the Nice Storage Streaming log files to DEBUG.
To set the log level in Nice Storage Streaming log files to DEBUG:
1. Navigate to <D>:\Program files\NICE Systems\Storage Center\Nice Playback Service SC and
open Nice.Storage.StorageStreaming.StorageStreamingHost.exe.
2. In the Nice Storage Streaming configuration file, change the parameter logFilter from INFO (default)
to DEBUG.
3. Save the Nice Storage Streaming configuration file.
Checking for Archived Calls

You can check if calls are archived by running a query in Business Analyzer.
To check for archived calls:

1. Run a query in Business Analyzer to check which segments were archived. For example, Segment -
Last 7 days.
2. Click Preferences .
3. In the Table View area, move the Voice Archive Status and Screen Archive Status columns from
the Available Columns to the Selected Columns list box.

Checking for Archived Calls
Figure 5-5: Checking Archived Calls
4. Click Save. The icon indicates a segment that is not archived.

Figure 5-6: Archive Status

Checking the Storage Retention and Deletion Values
Checking the Storage Retention and Deletion Values

The Storage retention value is the number of retention days for the files in the Storage Group, meaning the
number of days that the recordings must remain in the Storage Group. By default, there is no mandatory
retention. The retention value is usually set to the amount of days that the site is obligated to save
recordings. The maximum retention period depends on the site DB retention (if a data warehouse is used).
When you define a storage rule, you can define a value for Force Deletion, meaning that files archived by a
specific rule will be deleted after a certain number of days.
The Force Deletion value of the rule takes preference!
The group Retention value is a more general definition; the archiving rule Force Deletion value is specific to
a group of archived files.
Verifying that the Storage Center Database is Selected

In the System Administrator, check that the Storage Center database is selected.
To verify that the Storage Center database is selected:

1. In System Administrator, in the Organization tree, browse to Master Site > Database Servers and
select your Database Server.
2. In the General tab, check that the nice_storage_center database is selected in the Databases on
this SQL Server area.
Figure 5-7: Database Servers Window - General Tab
Verifying Storage Center Capacity

Check the capacity of the Storage Center servers and storage areas.

Checking Storage Center Archiving Tables for Interaction Processing Status
To verify Storage Center capacity:

1. In System Administrator, in the Organization tree, browse to Storage > Storage Groups.
2. Select the relevant Group.
The Storage Group Details window appears and displays the storage capacity.
Figure 5-8: Storage Group Details Window
Checking Storage Center Archiving Tables for Interaction

Processing Status
As interactions are processed by the Storage Center, they move through the Storage Center tables
according to the flow below.
NOTE: The interactions can be in any of the tables described below, depending
on the Storage Center processing stage. At the final stage, they will be in
tblStorageCenterXX.
You should check each step in this flow to verify if the interactions were archived successfully and identify
problems that arose during the archiving process:
1. Archiving to Storage Center starts with the archiving rule. When the archiving rule runs, it determines
which calls to archive and enters the interactions in tblSCNewElementsQ. If the interactions have not
been added to this table, there is likely a problem with the Rule Engine. See Rule Engine
2. Check that Storage Center moved the interactions from tblNewElementsQ to
tblProcessingElementsQ. The interactions are moved in groups of up to 500.
3. In tblProcessingElementsQ, check the value in the iFsArchiveClass column. If the value is 5,
archiving failed - check the logs in C:\ProgramData\NICE System\StorageCenterLogs and
C:\ProgramData\NICE System\StorageCenterSam for more information. For details about the
meaning of other values in the iFsArchiveClass column and the recommended action for each, see
iFSArchiveClass Value Descriptions on the next page. The Storage Center will try to

Checking Storage Center Archiving Tables for Interaction Processing Status
NOTE: If you are archiving to an ESM, check the values in the

iEsmArchiveClass column. For details about the values and the recommended
actions for each, see iEsmArchiveClass Value Descriptions on the facing
page.
4. archive this interaction again after a period. After several retries (which is a configurable value), the
interaction is marked as XX.
5. Check that the Storage Center moved the interactions to tblStorageCenterXX (XX = current set). This
is after the retries. This occurs when the Storage Center finishes processing the interactions.
6. To check the final status of the interactions, check the value in the iFsArchiveClass column in
tblStorageCenterXX. If the value is 2, archiving was successful. If the value is 5, archiving failed -
check the logs in C:\ProgramData\NICE System\StorageCenterLogs and C:\ProgramData\NICE
System\StorageCenterSam for more information. For details about the meaning of other values in the
iFsArchiveClass column and the recommended action for each, see iFSArchiveClass Value
Descriptions below.
NOTE: If you are archiving to an ESM, check the values in the

iEsmArchiveClass column. For details about the values and the recommended
actions for each, see iEsmArchiveClass Value Descriptions on the facing
page.
Table 5-4:
iFSArchiveClass Value Descriptions
ID Status Recommended Action
1 Started archiving to file system Check the Storage Center log files
2 Finished archiving to file system Everything is OK
5 Failed to archive to file system Check the Storage Center log files
6 Logger could not be used
7 Call was not found in the Logger Check why the call was not found in the
Logger
9 Call archived to file system and

waiting to be deleted from source

Checking the Storage Center Logs
Table 5-5:
iEsmArchiveClass Value Descriptions
ID Status Recommended Action
0 Not yet archived to ESM Check if the Storage Center service is up and
check the Storage Center log files
1 Started archiving to ESM Check the Storage Center log files
2 Finished archiving to ESM Everything is OK
5 Failed to archive to ESM Check the Storage Center log files
Checking the Storage Center Logs

1. Review the Storage Center logs. By default, the log files are stored in C:\ProgramData\NICE
System\StorageCenterLogs and C:\ProgramData\NICE System\StorageCenterSam. On
Windows Server 2003 the files are under the C:\Documents and Settings\All users\Application
Data\NICE Systems folder.
2. You should check the logs in both locations. If the SAM is active the log file is located in the Log folder.
If not, it is located in the Archive (zip folder). The default log file names are:
StorageCenterLog.log
StorageCenterLog1.log through StorageCenterLog100.log
Figure 5-9: Storage Center Logs
3. Track the rule snapshots in the log files. Each task snapshot details the current rules and the number of
elements distributed among Loggers.
4. Ensure that the logs do not contain errors relating to the Storage Center startup process.
5. To collect the logs, use the Log Collector.

Checking the NICE Storage Streaming Logs
Checking the NICE Storage Streaming Logs

You check the NICE Storage Streaming logs to verify that playback performed from Storage Center is
successful.
By default, the log files are stored in the following directory, depending on the running Operating System:
Windows Server 2008: C:\ProgramData\NICE Systems\StorageStreaming
Windows Server 2003: C:\Documents and Settings\All users\Application Data\NICE
Systems\StorageStreaming
NOTE: Both paths (C:\ProgramData\ and C:\Documents and Settings\All

users\Application Data\) are OS variables that can be changed in customer
environments.
The following procedure lists the text strings you need to find in the Nice Storage Streaming logs in order to
verify that playback from the Storage Center was successful.
To check the Nice Storage Streaming logs:

1. Search for the text ERR:, and verify that it does not appear in the log file.
2. Search for the text StartOutgoingSessionEvent, and verify that it appears.
3. Search for the text OpenSession, and verify that it appears.
4. In the same row as the OpenSession text, verify that Result=OK appears.
5. Search for the text StartStreamingPackets, and verify that it appears.
6. Search for the text StopOutgoingSessionEvent, and verify that it appears.
7. Search for the text StopStreamingPackets, and verify that it appears.
Checking the Player Logs for Storage Center Errors

The player errors are recorded in the Player log files, in *.txt format, in %APP_
DATA%\NicePlayer\Release3. The following Storage Center errors may appear in the Player logs.

No.
300007 The Storage Center failed to connect to a Check the Logger where the backup
backup device on a Logger. This should not device is located.
be considered an error if there are no
backup devices in the site.

Other Troubleshooting Issues

No.
300008 The Storage Center did not archive or it had See the Playback Troubleshooting
an error in the locate flow. Flow on page133.

If the Storage Center is not communicating with the Sentinel, see the Storage Center Installation
Guide. Perform the following verification tests to ensure that all the objects are configured properly:
Verify Nice Storage Center Service User
Verify the SnmpAgent Object
Verify the SNMP Service Settings
If interactions are not being archived on a Storage Center server with multiple active network
interface cards, check that the Storage Center IP address defined in the System Administrator is
the primary network connection. For more details, see the Storage Center Installation Guide.
If there are non-archived calls in the Storage Center tables, use the Storage Center Investigator to
check if the iRuleID of the calls is still active. Storage Center will not archive calls that belong to an
inactive rule. In this case, change the iRuleID to an active one.
Archive File Path

The path for archived files is made up of the following parameters :
Storage Name and Unit Name - These are are derived when creating a new storage unit in
Storage branch of the System Administrator.
Site Name - This is the name of the site on which the archived calls were recorded.
Database ID - This is the resource ID (from tblSystemResource) on which the archived calls were
recorded.
Year/Month /Day - This refers to the date of the recording.
Storage Center Name - This refers to the Storage Center that archived the call as it appears in the
storage branch of the System Administrator.
Cluster ID- This refers to the number that is generated automatically by the Storage Center when a
new cluster is created.
The path looks like this:
\\<Storage Name>\<Unit Name>\<Site Name>\<Database ID>\Year>\<Month>\<Day>\Storage
Center Name>\<Cluster ID>
For example:
\\Storage\Unit1\NIMapp\48\2013\01\31\WestStorageCenter\10589

Common Troubleshooting Issues
Common Troubleshooting Issues

This section describes the following common troubleshooting issues:
Archiving Failure: Multiple Network Interface Cards below
Allowing Duplicate Archiving on the facing page
Storage Center Does Not Archive Calls on page210
Other Useful Tools on page210
Archiving Failure: Multiple Network Interface Cards

If interactions are not being archived, check if the Storage Center server has multiple active network
interface cards. If the Storage Center server has more than one active network interface card, the Storage
Center IP address defined in the System Administrator must be the primary network connection.
To check the network connections of the Storage Center:

1. From the Settings menu, select Network Connections. The Network Connections window appears.
2. From the Advanced menu, select Advanced Settings. The Advanced Settings window appears.

Allowing Duplicate Archiving
Figure 5-10: Advanced Settings Window
3. Verify that the first connection is defined with the IP address of the Storage Center server.
4. If the first connection is not defined with the IP address of the Storage Center server, change the order
of the connections (using the Up/Down arrows), or change the IP address of the first connection to the
IP address of the Storage Center server.
Allowing Duplicate Archiving

By default, an interaction can only be archived one time. If an interaction matches the filter for several
rules, the interaction will be archived according to the first rule that runs. It will not be archived again when
other rules run.
You can change this policy so that an interaction may be archived per rule. In this scenario, an interaction
may be archived multiple times - each time the interaction matches a running rule filter. This is configured
via the Rule Engine configuration file.
To allow multiple archiving:

1. Navigate to the following directory: Program Files\Nice Systems\Applications\Server Bin.

Storage Center Does Not Archive Calls
2. Open the NiceApplications.RuleEngine.Service.exe.config file.

3. Navigate to the following key: AllowDuplicateArchiving
4. Change the value to True. (The default is False.)
Storage Center Does Not Archive Calls

Perform the following check sequence:
1. Verify that the Rule Engine is performing correctly, as described in the Rule Engine Troubleshooting
Flow on page190.
2. If the Rule Engine is ok, check the Storage Center tables for the interaction processing status, as
described in Checking Storage Center Archiving Tables for Interaction Processing Status on
page203.
Other Useful Tools

Run NMFExplorer.exe. The NMF Explorer utility provides NMF file analysis and enables you to:
Group packets by type in tree view
View full packet details
Save as AUD Format
Play a file using NICE Media Player

Verifying the Storage Center Installation
Figure 5-11: NMF Explorer Utility
Verifying the Storage Center Installation

After installing Storage Center, verify that it was installed properly by generating a call from a Logger and
then playing it back.
To verify Storage Center installation:

1. Configure and install Storage Center.
2. Restart the Storage Center.
3. Create a new storage group and unit in the System Administrator.
4. Create a new rule that generates a call from the Logger in .nmf format and plays the call back in the
Business Analyzer.
5. Open the logs for the Storage Center, Storage Center Sams, and Storage Streaming and verify that no
errors occurred.
6. Verify that the following services are enabled and running:
LogService

Installing 64-bit TSM Client Software
NICE Storage Prepare service

Nice Storage Streaming Service
Nice Storage Center Service
Figure 5-12: Verify Services
7. If the installation was not successful, continue to Storage Center Troubleshooting Workflow on
page197.
8. Continue to Verifying Playback from Storage Center Only on the facing page.
Installing 64-bit TSM Client Software

Storage Center does not always function properly when a 64-bit TSM client is installed. TSM provides a
software client installation that solves this problem by installing the following 32-bit DLLs on a 64-bit
system:
TSMapi.dll
DSMntapi.dll
TSMutil1.dll
To ensure proper Storage Center functioning, you need to complete the following:
1. Download the installation software from the following link:
ftp://service.boulder.ibm.com/storage/tivoli-storage-
management/patches/client/v5r5/Windows/x64/v551/5.5.1.10-TIV-TSMBAC-WinX64.exe
2. Extract the software and run it.

3. Select the Custom setup type.

Verifying Playback from Storage Center Only
4. In the Custom Setup window, click the red X next to Client API (32-bit) Runtime Files and select
This feature will be installed on local hard drive.
5. Install the software.

6. Verify that the DLLs listed above are installed at the following path: C:\Windows\SysWOW64

Verifying playback from the Storage Center entails the following main steps:
Verify that the Storage Center is archiving properly.
Configure NICE Interaction Management to locate interactions in the Storage Center only.
From Business Analyzer, playback an archived interaction from the Storage Center.
For details, see the procedure below.
To verify playback from Storage Center only:

1. Complete Verifying the Storage Center Installation on page211.
2. In the System Administrator, change the Locate Settings to locate interactions in the Storage Center
only, as follows:

IMPORTANT
When you change the Locate Settings, playback is temporarily discontinued while the
Playback Service restarts. Only perform this procedure at times when playback can be
interrupted.
a. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.
Figure 5-13: Technician Mode
b. Navigate to Master Site > Applications > Configurations > Locate Settings.
Figure 5-14: Locate Settings
c. Note the original settings in order to change them back in Step 4.

d. In the Locate Options area, select Search Storage Center only.

Figure 5-15: Locate Settings - Search Storage Center Only
The Storage Center list appears.

e. Click Add. The Available Storage Centers window appears listing all defined Storage Center servers
that were not yet added to the Locate Order list.
Figure 5-16: Available Storage Centers Window
f. Select one or several Storage Center servers and click OK. The servers appear in the list.
g. Click Save .
The Playback Service restarts and registers the new Locate Settings.

NOTE: When the Playback Service is restarting, playback is temporarily

stopped.
3. From the Business Analyzer application, query for archived calls. See the Business Analyzer Guide for
more detailed information.
a. Edit or create a query.
The Advanced Query window appears.
Figure 5-17: Advanced Query Window
b. In the Recording Properties area, select Yes for Voice and Screen.
c. Click Save & Run.
d. In the query results in the Business Analyzer, select an interaction and select the Recording tab. If the
icon appears, the interaction was not successfully archived.

Troubleshooting Storage Unit Partitions
Figure 5-18: Business Analyzer - Recording Tab
e. In the query results in the Business Analyzer, select and play back an interaction. If playback is
not successful, select another interaction until you find one from the Storage Center.
f. Verify in the Playback Service logs that the playback was performed from Storage Center. See
Checking the NICE Storage Streaming Logs on page206.
4. To change the Locate Settings back to their original settings, repeat Step 2 but use the original Locate
Settings in Step d.
Troubleshooting Storage Unit Partitions

Storage units can be configured to either use entire partition or part of the partition. The best practice is for
storage units to use the entire partition in order to ensure maximal system performance and ongoing
storage. When storage units uses part of the partition, the actual size of the unit in the file system might not
match the size of the unit in the Storage Center database (). When this occurs, the Storage Center stops
archiving since it is waiting for the updated size of the storage unit. This calculation can take days,
depending on the size of the unit.
This section describes how to troubleshoot partial partitions in order to avoid this issue or to fix it when it
occurs.

Troubleshooting Flow
Table 5-6:
Troubleshooting Workflow for Storage Unit Partitions
Step Description
1 Verify that the reason that the reason for archiving failure is a partial partition in the
storage unit. See Verifying Use of Partial Storage Partitions below.
2 Can the storage unit be changed to use the entire partition? If yes, see step 3. If no, see
step 4.
3 If the storage unit can be changed to use the entire partition, edit the definition of the
storage unit to use the entire partition. See the Storage section of the System
Administrator - Configuration Guidefor details on updating storage definitions.
4 If the storage unit cannot be changed to use the entire partition, to avoid waiting for the
updated file size of the storage unit, manually rebuild the file that includes this
information. See Fixing Issues with Partial Storage Partitions below.
Verifying Use of Partial Storage Partitions

You can verify that archiving has stopped as a result of issues related to the partial storage partition by
checking the following:
All Storage Centers stopped archiving at the same time.
The Storage Center log has stopped updating.
In the SAM log, the following lines appear regarding the FileBasedAccumulator:
Figure 5-19: SAM Log when Partial Storage Partition Exists
Fixing Issues with Partial Storage Partitions

When the storage unit size in the file system does not match the storage unit size in the storage center
database, Storage Center attempts to update the database with the correct size. This information is saved
in the accumulator calculator (ACM) file, which is saved in the directory of the storage unit.

To fix issues with partial storage partitions, you edit the ACM file with the correct size of the storage unit
and then delete the Rebuild file, which is also located in the storage unit directory.
To fix issues with partial storage partitions:

1. Navigate to the storage unit in the file system, and find the size of the unit in the Size on disk field.
Figure 5-20: Correct Size of Storage Unit in General Properties Tab
2. In the storage unit directory, open the latest ACM directory. If there is not an ACM directory, create
one.

Figure 5-21: ACM Directories
3. Open the latest ACM directory, and create an ACM file with the name of the Storage Center and the file
extension ACM.
Figure 5-22: New ACM File
4. Open the newly created ACM file and enter the byte size of the storage unit according to the Size on
disk value found in Step 1.
Figure 5-23: ACM File with Byte Size of Storage Unit
5. Delete the Rebuild file from the storage unit directory.

Figure 5-24: Rebuild File

6
Multi Data Hub Troubleshooting Flow

6:
This section describes common troubleshooting tasks in a Multi Data Hub environment.
Contents
Changing Passwords 225
Enabling MSDTC to Function in Multi Data Hub Environments 226

6: Multi Data Hub Troubleshooting Flow
Important issues to consider are:
Is it a clean installation or an upgrade? If it is an upgrade then:
From what version was it upgraded (Release 3.1, 3.2 or 3.5)?
Was the system before the upgrade a Multi Data Hub environment or a single site (additional
site(s) was added during expansion after upgrade)?
How many Data Hubs are included in the system?
What are the package types for each site?
Were any of the site expanded (components added or removed) after initial installation?
Is it possible to gather SRT and NPS information (Logs from NPSAgents, NPSManager and SRT
machine, exported site from SRT, etc.)?
What are OS version and SQL version on each server?
What type of SQL authentication is used on all SQL servers?
Was the latest patch applied? For all components?
Was RHT used to rename Hosts\IP\FQDN? If yes, for which server(s)?
Are the servers in a Domain or Workgroup? If mixed, describe details.
Is the problem reproducible? If yes, what were the steps?
Were the servers restarted? If yes, did this resolve the problem?

Checking Connectivity
Check connectivity between sites (PING using IP address and hostname).
Use the telnet command to check port availability between sites.
Check whether firewalls and antivirus programs block incoming/outgoing connections.

Troubleshooting Saving in a Multi Data Hub Environment
Troubleshooting Saving in a Multi Data Hub

Environment
In a Multi Data Hub environment, some of the information in nice_admin is replicated. If replication is down,
you will be unable to save in System Administrator.

Changing Passwords
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 Data Hub Environments
Enabling MSDTC to Function in Multi Data

Hub 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 and the registry
keys are different, there may be other reasons for the failure. See TN0676 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.
NOTE: If N servers (where SQL is installed) have the same MSTDC registry
key, then it should be changed on N-1 servers.

A replication error Cannot insert explicit value for identity column in table 'tblColumnInfo'
appears. This occurs if the subscription table tblColumnInfo.iColumnId identity is set to true. To
solve the problem set the identity value to False.
If there is a problem with replication, submit the following log file to NICE Customer Support:
Program Files\NICE Systems\
Applications\ServerBin\NiceApplications.SystemAdministrator.Host.exe.log

7
Channel Mapping Troubleshooting Flow

7:
This section provides quick solutions for common problems you can face when defining Channel Mapping.
The procedures in this section are designed for the seasoned user who is familiar with the NICE
Performance system and the System Administrator application. The procedures in this section are
designed to directly solve the problem at hand. For complete instructions on using the System
Administrator, see the System Administrator - Configuration Guide.
Contents
Open Case Procedures 230
Channel Mapping Troubleshooting Workflow 233

7: Channel Mapping Troubleshooting Flow
Open Case Procedures
Open Case Procedures

This section tells you what information to provide if you need to send a problem to NICE Customer Support
for the following:
Open Case Procedures: System Administrator Parameters (Interactions Center)
Open Case Procedures: RCM
Open Case Procedures: System Administrator

Parameters (Interactions Center)
Data to be provided in Interactions Center Parameters (Interactions Center server branch) case reports,
when contacting Customer Support:
Details regarding System configuration:
Exact Interactions Center release, service pack, and installed Updates
Any special site configuration, for example, Multi Data Hubs
Problem description:
Expected behavior
Actual behavior
Actions taken
Is the problem related to a specific configuration (such as a specific integration or mapping
type) or does it effect all configurations?
Does the problem reoccur after restarting the System Administrator or browser?
Is there a work around?
Are there also problems with additional parameters, such as Integrations parameters, Loggers
parameters, DB Server parameters.
Provide specific examples and details
Complete log files, in debug level from the server (located on the computer where the Interactions
Center sits, under NICE Systems > Applications> ServerBin)
NiceApplications.CLSPlugin.log.*.txt
A backup copy of the nice_admin database (located on the computer where the database is
installed)
Please point to the relevant times in the logs when the problem can be seen in the logs. Quote the
lines if you can.
Provide a screenshot of an error if one is displayed.
Provide Performance Counters of SysAdmin process:
Private Bytes

Threads
Handles
% CPU
Page Faults/Sec
All performance counters under the .NET Memory Category.
In case of Out Of Memory issues, please provide dump of SysAdmin process.
In case of problems applying configuration changes, please also provide full Interactions Center
Logs.
Provide any other relevant data, for example, memory usage or screen shots.

Data to be provided in RCM case reports, when contacting customer support:
Details regarding System configuration:
Exact Interactions Center release, service pack and NICE Updates (Update Packs) installed
Details of all Loggers configured to each Interactions Center: version, capture type, number of
channels, recording method, GMT and local time of the Logger.
Mapping details for each Logger attached to the Interactions Center:
Total/Interaction Based
Recording method of Logger channels (for example, Passive VoIP, DMCC, Nortel DMS,
Digital Matrix)
Type of Sources and their number
Static/Dynamic Mapping
Connection between Logger and Interactions Center (LAN/WAN). If WAN, please indicate
Bandwidth and Latency.
N+1 chain details (when relevant)
Details from CTI plug-in on the drivers and the type of interfaces (for example, Avaya TSAPI,
Genesys, CISCO ICM etc.).
Site's SBC/Gateway topology (when relevant).
Number of ScreenAgents reporting to the Interactions Center (when relevant)
Call Rate on the Interactions Center Machine
Work hours of agents mapped to the Interactions Center, including peak hours (for example, hours
of shifts, 24/7)
Problem description:
Expected behavior
Actual behavior

Actions taken
Provide specific examples and call details (for example, Interaction ID, Segment ID, extension
number, Agent number, time of the call, relevant DB Records for the call).
If the issue occurs in specific call scenarios, describe the scenario.
Does the issue occur in a specific type of call? (for example, only internal calls)
Complete log files, in debug level (located on the Interactions Center computer, under NICE
Systems > Interactions Center > Log):
Call Server.log.*.txt
RCM.log.*.txt
Complete log files, in debug level, of drivers attached to the Interactions Center.
Complete log files of Loggers (including capture logs) attached to the Interactions Center.
All RCM configuration backup files found under NICE Systems > Interactions Center > Loggers
Files found under NICE Systems > Interactions Center > bin
RCM.log.Persistency.soap
RCM.exe.config
Please point to the relevant times in the logs when the problem can be seen in the logs. Quote the
lines if you can.
Provide the following database tables in CSV format (query from before the time the problem
occurred, preferably overlapping with the time in the provided logs):
nice_interactions
tblInteraction
tblRecording
tblParticipant
tblException
nice_admin
Channel Mapping tables
The following Performance Counters of the RCM.Exe process:
Private Bytes
Threads
Handles
% CPU
Page Faults / Sec
All Performance Counters under the .NET Memory Category.
Provide any other relevant data, for example, the users included, memory usage, screen shots.

Channel Mapping Troubleshooting Workflow
Channel Mapping Troubleshooting Workflow

If you experience a problem with Channel Mapping follow the steps below to isolate the problem.
Gathering Information below
Identifying a Channel Mapping Problem below
Verifying the Channel Mapping Configuration on page235
Troubleshooting an Out of Memory Error on page240
Troubleshooting Two Users Updating Channel Mapping Concurrently on page241
Troubleshooting Saving in a Multi Data Hub Environment on page242
Adding a New Agent on page242
Other Troubleshooting Issues on page243
Identifying a Channel Mapping Problem

Check whether the problem is a Channel Mapping problem using one of the following methods.
To identify a Channel Mapping problem:

1. Check for a Channel Mapping problem using Record On Demand (ROD):
a. Generate a simple test call.
b. In the Monitor application, verify that you can see the test call. If the call does not appear, see the
Recording Troubleshooting Flow and the Clean Installation without Clusters.
c. If the test call appears in Monitor, try to ROD the test call. If the test call is not recorded, check the
mapping.
In a trunk-side recording environment, add the participant trunk group and participant trunk number
columns to Business Analyzer, and verify which trunk groups and trunk numbers were assigned to
the interactions. Check the mapping for these trunks.
2. Check for a Channel Mapping problem in the logs:

Identifying a Channel Mapping Problem
a. Generate a simple test call.

b. Verify that you can see the call in the Interactions Center RCM log files. See the Clean Installation
without Clusters
3. Check for a Channel Mapping problem by querying the database for Channel Mapping Exceptions:
a. Query the tblInteractionCatalog table to check over what period the calls occur.
b. Get all the Exceptions relating to interactions:
SELECT * FROM tblExceptionXX, tblInteractionXX
WHERE
tblExceptionXX.iInteractionID = tblInteractionXX.iInteractionID
c. Get all Exceptions relating to recordings:
SELECT * FROM tblExceptionXX, tblRecordingXX
WHERE
tblExceptionXX.iRecordingID = tblRecordingXX.iRecordingID
d. Check the vcExceptionDetail field in tblException.
4. Check for a Channel Mapping problem by checking for Exceptions in Business Analyzer. Select the
interaction and, in the Details pane, click the Exceptions tab.
No Exception Possible Cause Recommended Action
15 Unmapped Problem in the voice Switch the logs to DEBUG. Check channels
voice channel configuration. configuration. See if there is a mapping configured
recording. for this call. Check the RCM logs. Check what the
RCM received in the Start request.
16 Unmapped The recording request If the allocation mode is by IP address, then check
screen was received with if the agent logged in. Check ports. Verify in RCM
recording. empty Station or IP logs that the start request for recording the agent's
address (depends on screen contained the ScreenAgent's IP.
the screen allocation
mode).
5. In case of an unmapped channel, check for the source of the problem:

a. In Channel Mapping, check if the unmapped source exists.
b. Run the Mappings Delta Reader and check whether or not the mapping appears there.
c. Run the RCM Information Dumper and check if the mapping exists there.

Verifying the Channel Mapping Configuration

Channel Mapping configuration depends on the following:
Recording Mode: Total or Interaction-based.
Recording Type:
Recording Type Description
Plain This is Total Recording. All channels are being

recorded all the time.
Time Selective Records only when an interaction is in progress,

according to instructions from the Interactions
Center. records all channels but can be paused
Digital Matrix Recordings are performed from a pool of channels

that are used as needed.
Screen Records screen interactions from Workstations

where the Screen Agent is installed
IPC A special integration that supports failovers in

recording devices.
Total Active VoIP by device A recording type where all the voice packets sent to
the VoIP Logger's IP address are recorded.
Selective Active VoIP by device A recording type where voice packets identified by
Device ID sent to the VoIP Logger's IP address are
recorded.
Selective Active VoIP by call A recording type where voice packets identified by
Call ID sent to the VoIP Logger's IP address are
recorded.
Selective Active VoIP by call and device A recording type where voice packets identified by
both Call ID and Device ID sent to the VoIP Logger's
IP address are recorded.
Note: This is relevant for Cisco only.
Total Passive VoIP A recording type where all the voice packets sniffed
by the VoIP Logger's IP address are recorded.
Selective Active VoIP A recording type where voice packets identified

according to defined rules sent to the VoIP Logger's
IP address are recorded.

Mapping Type: Static or Dynamic

Recording Method:
Recording Method Description
Extension-side recording The Logger is connected to individual extensions
Trunk-side recording The Logger is connected to the trunk
Turret The Logger is connected to the turret
Screen The Logger is connected to the screen
To verify the Channel Mapping configuration:

1. Check if changes were made to the site without making the necessary changes to the Channel
Mapping configuration, for example:
If this change was made... Do the following...
Logger was reinstalled 1. Detach the Logger.

2. Reconfigure the Logger in the plug-in
3. In the System Administrator Organization
tree, select the Channel Mapping branch to
refresh the mapping and to ensure that the
system identified the fact that the Logger
was detached.
4. Attach the Logger.
5. Re-define the channel mapping.
Channels were changed 1. Detach the Logger.

was detached.
4. Attach the Logger.

If this change was made... Do the following...
Capture type was changed. 1. Detach the Logger

was detached.
4. Attach the Logger
Changes were made to the monitored devices in Update the channel mapping according to the
the System Administrator without reflecting the new configuration.
changes in Channel Mapping.
For Avaya DMCC, changes were made to 1. Delete the existing channel mapping
virtual extensions without remapping all
2. Create new channel mapping
sources.
A change was made to an N+1 chain (for 1. Delete the existing channel mapping
example, a Logger was added to a chain, all the
2. Create new channel mapping
Loggers in the chain were converted to 1+1, and
so on) without reflecting the changes in the
Channel Mapping.
3. After performing any of the above, update the Interactions Center with the new configuration. Under
Integration Root Node, click Apply.
4. For recording methods, verify the following:
For this Recording Method... Verify the following...
Extension-side recording 1. Channel definition (Recording type = Plain or Time

Selective, Summation Support and Inserter Support).
2. Source definition (extensions).
3. Static Channel Mapping definition.

Trunk-side recording If the call was recorded but with the wrong voice or silence,
the trunk may be mapped to the wrong Logger channel.
Verify that the mapping matches the physical connection to
the Loggers.
1. Channel definition (Recording type = Plain, Time
Selective or Digital Matrix, Summation Support and
Inserter Support).
2. Source definition (trunks).
3. For Plain or Time Selective channels, static Channel
Mapping definition.
4. For Digital Matrix channels, dynamic Channel Mapping
definition (digital matrix sources cannot be mapped
statically to sources).
Screen Recording 1. Channel definition (recording type = Total/Selective

Passive VoIP
2. Source definition - passive VoIP sources
3. Dynamic mapping only
Passive VoIP Device 1. Channel definition (Recording type = Total passive

VoIP/Selective Passive VoIP)
2. Source definition passive VoIP sources.
3. For Total Passive VoIP Channels - static mapping
4. For Selective Passive VoIP Channels - either static or
dynamic mapping
Passive VoIP Gateway 1. Channel definition (Recording type = Total passive

VoIP/Selective Passive VoIP)
2. Source definition Passive VoIP gateways.
3. For total passive VoIP channels - Static
4. For Selective Passive VoIP channels - Static / Dynamic

Active VoIP Device 1. Channel definition (Recording type = Total Active VoIP
by device/Selective Active VoIP by device / Selective
Active VoIP by call/ Selective Active VoIP by call and
by device)
2. Source definition Active VoIP sources.
3. For Total Active VoIP by device/Selective Active VoIP
by device channels - Static
4. For Selective Active VoIP by call/ Selective Active VoIP
by call and by device) VoIP channels - Dynamic
Active VoIP Gateway 1. Channel definition (Recording type = Total Active VoIP
by device/Selective Active VoIP by device / Selective
Active VoIP by call/ Selective Active VoIP by call and
by device)
2. Source definition Active VoIP sources.
3. For Total Active VoIP by device/Selective Active VoIP
by device channels - Static
4. For Selective Active VoIP by call/ Selective Active VoIP
by call and by device) VoIP channels - Dynamic
5. When using dynamic Channel Mapping, a recording may fail if there is an attempt to record more
calls simultaneously that there are assigned channels. To check if this is the case, do one of the
following:
a. In the Business Analyzer, check for Exceptions. Select the interaction and, in the Details pane,
click the Exceptions tab. Check for exp007 - not enough channels).
b. Check in the RCM log files.
If this is the case, depending on your system you can:
Buy more channels.
Ensure in your dynamic mappings that all sources are mapped to more than one Logger.
For QA recording, try to change your rule percentage/timing.
6. Check that the mapping details match the Logger configuration in the Logger summary file
(\NTLOGGER\CONFIG\summary.doc), for example, total versus interaction-based recording, the
Logger summation support definition (Summed or Co-PABX/Stereo), and so on.
7. Depending on the integration, check that the mapping is according to the extension number, MAC #,
Device Unique Identifier (DUI) or IP address.

Troubleshooting an Out of Memory Error
In the RecordStart Request, check if the received parameters are the same as the mapping
parameters. If not, this could be the reason for the failure.
8. Verify that the mapping configuration was updated to the Interactions Center. Under Integration Root
Node, click Apply.
For more information, see the Channel Mapping Guide.
NOTE: In environments where there are many Logger channels and mappings, It
may take up to 10 minutes for the RCM to apply the configuration.
9. Use the RCM Information Dumper to check the RCM logs and verify that the mapping configuration
was successfully updated to the Loggers. If you want to check that the mappings are correct, use
RCM Information Dumper. If you see there was a call but it wasn't recorded, look in the logs. Look if
there was an error and compare with the mapping information from the RCM Information Dumper. See
RCM Information Dumper on page623.
Check that the mappings have been applied, and that all the relevant change commands have
been sent to the Loggers.
Search for ERROR/WARN/Exception messages during the execution of the configuration
changes. Otherwise, the only way you will find the errors is when the mapping does not work or
when specific changes are not applied, and you may lose recordings as a result.
Troubleshooting an Out of Memory Error

An Out of Memory error appears in System Administrator while defining Channel Mapping (that is, Internet
Explorer is connected to the Applications Server). The System Administrators memory consumption
increases after many configuration changes.
NOTE: The out of memory error does not necessarily indicate a problem with
Channel Mapping and can also be caused by other elements of the System
Administrator.
To troubleshoot an Out of Memory error:

1. On the Applications Server, in the Task Manager, click the Processes tab and check the memory
usage for NICE System Administrator (NiceApplications.SystemAdministrator.Host.exe).
2. On the client workstation, in the Task Manager, click the Processes tab and check the memory usage
for iexplore.exe.
3. Check the performance counters:
a. In the Run window enter perfmon.
b. Click Add.
c. For each counter (Processor, Memory, Private Bytes, Threads, Handles,% CPU, Page Faults /
Sec), do the following:

Troubleshooting Two Users Updating Channel Mapping Concurrently
From the Performance Object list, select the Object.

If enabled, select All instances.
Select Select counters from list.
Select a counter and then click Add.
d. Click Close.
e. Click View Report, monitor the results and check for irregularities.
4. On the Applications Server, create a memory dump file:
a. Navigate to [NICE Performance installation folder]\NICE Applications\Tools.
b. Double-click NICE Services Configuration Manager.exe.
c. Select the SystemAdminService.
d. Click Dump .
e. Click Yes. The Browse For Folder window appears.

f. Select the folder that will contain the memory dump files and click OK. Memory dump files are
created.
5. On the client workstation, create a dump file using the ADPlus utility.
6. Restart the Applications Server.
7. Re-launch Internet Explorer.
Troubleshooting Two Users Updating Channel

Mapping Concurrently
Prior to NICE Perform Release 3.2, in the unlikely event of two users simultaneously updating the Channel
Mapping configuration, the changes saved by the second user did not take into account the first users
changes, resulting in a potential conflict.
In NICE Interaction Management Release 4.1, a message appears informing the second user that their
changes will be discarded. The Channel Mapping configuration will reload, and the second user may then
make the required Channel Mapping configuration changes. This is called an atomic save.

Troubleshooting Saving in a Multi Data Hub Environment
Troubleshooting Saving in a Multi Data Hub

Environment
In a Multi Data Hub environment, some of the information in nice_admin is replicated. If replication is
down, you will be unable to save in System Administrator.
Note: This affects all the branches in System Administrator, not only Channel Mapping.
The atomic save (described in page 241) in a Multi Data Hub environment relies on the Primary Data Hub
being up.
Adding a New Agent

You may need to add a new agent.
To add a new agent:

1. If required, for TDM Loggers, connect the audio input. For further information, see the Clean Installation
without Clusters and System Administrator - Configuration Guide.
2. In the System Administrator, under the Channel Mapping branch (for further information, see the
relevant Integration Guide):
a. Define Logger channels
b. Define sources
c. Map channels to sources
d. Update the Interactions Center
3. In the Users Administrator:
a. Add the new agent. See Adding a New User in the Users Administrator Guide.
b. Add the agent to the relevant group. See Adding Group Members in the Users Administrator
Guide.
c. If required, give the user privileges. See Profile Privileges in the Users Administrator Guide.
4. In the Rules Manager, ensure that the new agent is covered by any relevant rules, for example, if the
agent will be recorded according to a Scheduler rule, or whether the interactions of the agents group
will be archived according to Storage rule.
5. Make a test call:
a. Monitor the test call.
b. If the test call does not appear in the Monitor, there may be a CTI Server to Driver problem, Driver
to Interactions Center problem, or Interactions Center process problem. See the Recording
Troubleshooting Flow.
c. If the test call appears in Monitor, try to ROD the test call.

d. If the test call is not recorded, check the mapping and, using the RCM Information Dumper and
Mappings Delta Reader tools, check that the Interactions Center was updated with the new
configuration.

If you edit the configuration files:
Ensure that you use a plain text editor such as Notepad without any options.
DO NOT save the files in Unicode as this will cause the System Administrator to crash on startup.
In any event, any change of configuration files should be done ONLY in consultation
with NICE Customer Support!!!!

Troubleshooting Scenarios
Troubleshooting techniques are provided for the following issues which can occur when your system is up
and running.
Error Message Appears When Updating Configuration below
A New or Modified Mapping Definition Does Not Work on the facing page
New Channel Mapping Definitions are not Saved on the facing page
Channel Mapping Does Not Work! on page246
Channel Mapping in System Administrator Differs from what is in Effect on page246
Channels Definitions: Logger does not Appear on page247
Channels Definitions: Input Channels do not Appear on page247
VoIP Mapping: Cannot Define Virtual Extensions on page248
VoIP Mapping: Physical Switch Does not Appear on page248
VoIP Mapping: Virtual Extensions on page249
Deleting or Changing Logger, Switch, or Interactions Center Server Definitions on page249
Reassigning a Logger to a Different Interactions Center Server on page250
Error Message Appears When Updating Configuration

Scenario:
When you apply the configuration changes, you receive an error message indicating that the update was
unsuccessful, as follows:
clsdemo1 failed to be notified. Check that CLS Monitor service is up and there are no network
problems. Then try again.
To check if the Interactions Center was updated with the channel mapping
definitions:
Use the RCM Information Dumper (see RCM Information Dumper on page623) or the Mappings Delta
Reader (see Mappings Delta Reader on page627).
Solution 1:
1. Check the Network connection between the Applications Server and the Interactions Center.
2. Check the status of the Interactions Center Monitor service on the Interactions Center.
3. Under Integration Root Node, click Apply.
Solution 2:
Only if Solution 1 fails, do the following:

A New or Modified Mapping Definition Does Not Work
1. Restart the following:

RCM
TRS Service
In Media Provider Controller Manager (MPCM - FLM) environments, restart the Call Server
2. Under Integration Root Node, click Apply.
If neither solution works:

Contact a higher tier. Provide the following information: logs and nice_admin database.
A New or Modified Mapping Definition Does Not Work

Scenario:
You add and/or modify Channel Mapping definitions. Under Integration Root Node, you click Apply. One
or more of the new or modified mapping definitions does not work.
definitions:
Use the RCM Information Dumper (see RCM Information Dumper on page623) or the Mappings Delta
Reader (see Mappings Delta Reader on page627).
Solution:
1. Stop the NICE Interactions Center RCM service.
2. Delete all RCM persistency files located under the Interactions Center/Loggers folder.
3. Restart the NICE Interactions Center RCM service.
If the solution does not work:

Escalate to a higher tier, providing the logs and the nice_admin database.
New Channel Mapping Definitions are not Saved

If you click Save and your changes do not appear to be saved, the following may have occurred:
Another user was updating Channel Mapping definitions at the same time that you were and clicked Save
first.
The Failed to save channel mapping Interactions Center details window appears with the following
message:
Data has been modified by another client. Channel Mapping will be reloaded.
What to do:
1. Refresh the screen to see the new changes.

Channel Mapping Does Not Work!
2. Recreate your changes.
If the solution steps 1 and 2 do not work:

Try restarting the System Administrator.
Important!
If you restart the System Administrator, the system will stop working for a few minutes until
the System Administrator is back on line. Do not perform this before obtaining customer
approval.
If restarting the System Administrator does not solve the problem or if customer approval cannot be
obtained, escalate the issue to a higher tier, providing the logs and the nice_admin database.
Channel Mapping Does Not Work!

When you define Channel Mapping and save your definitions, they are saved only in the Channel Mapping
plug-in interface. The system remains unaware of the changes until you apply the changes.
definitions:
Use the RCM Information Dumper (see RCM Information Dumper on page623) or the Mappings
Delta Reader (see Mappings Delta Reader on page627).
To update the Interactions Center with the changes:

Under Integration Root Node, click Apply. If you get an error, see Error Message Appears
When Updating Configuration on page244
For more information, see the Channel Mapping Guide.
See also New Channel Mapping Definitions are not Saved on the previous page.
If the solution does not work:

If the channel mapping still does not work, escalate to a higher tier, providing the logs and the nice_admin
database.
Channel Mapping in System Administrator Differs

from what is in Effect
Scenario:
You open the System Administrator application and view the Channel Mapping definitions. They appear to
be different from what you know to be currently running.

Channels Definitions: Logger does not Appear
Cause:
Changes were made to the Channel Mapping definitions in the System Administrator and saved. However,
the configuration updates were not applied, so therefore the Interactions Center was not updated and the
new Channel Mapping definitions were not applied.

Scenario 1
Loggers in the Channels Definition branch are identified by their Logger ID, not by the Logger name that
appears in the Organization tree. Verify that you are searching for the Logger ID.
Logger IDs are defined during Logger installation.
To determine the Logger ID:

1. In the System Administrator, expand the Loggers branch and select the Logger.
2. The Logger ID appears in the General tab of the Logger definition.
Scenario 2
If the Logger is attached to more than one Interactions Center server, then it will not appear in the Channel
Definition window. If the Logger is not attached to an Interactions Center server, then attach it now.
To attach a Logger to an Interactions Center server:

1. In the System Administrator, click the Loggers branch and define the Logger.
2. Click the Channels tab to check that input channels are defined.
3. Under the Channel Mapping branch, select the Logger Attachment branch.
4. In the row for the new Logger, select the Interactions Center that you want to attach to the Logger from
the Interactions Center dropdown list.
5. For Screen Loggers, you cannot edit channel details. However, you must open their definition and click
Save.
Channels Definitions: Input Channels do not Appear

To display input channels:
1. In the System Administrator, expand the Loggers branch and select the Logger.
2. Click the Channels tab and move the input channels to the Configured Input Channels list.
3. Save the Logger definition.

VoIP Mapping: Cannot Define Virtual Extensions
5. In the row for the relevant Logger, select the Interactions Center that you want to detach from the
Logger from the Interactions Center dropdown list. (All mapping in the Channel Mappings branch will
be removed.)
7. In the row for the new Logger, select the Interactions Center that you want to attach to the Logger from
the Interactions Center dropdown list.
VoIP Mapping: Cannot Define Virtual Extensions

When working with Virtual Extensions, the Location of both the Logger and the Connection Manager
must be identified using the same method: either by IP Address or by Host Name. If there is a problem, the
active Logger will not be displayed in the VoIP Mapping wizard.
To verify that the Observers Connection Manager and its corresponding

Logger are configured with the same location in the same method:
1. In the System Administrator, expand the CTI Integrations branch and then expand the Connection
Manager branch. Select the required Connection Manager and check the location.
2. Expand the Loggers branch, select the Logger and check its defined location.
3. If the locations are not the same, update the incorrect location to the correct location. If the locations
are not defined using the same method (IP address or Host Name), update the configuration as
required
4. Save the changes.
VoIP Mapping: Physical Switch Does not Appear

Scenario:
A Physical Switch is present in the CTI Integrations, but does not appear in the VoIP Mapping wizard.
Solution:
If you are sure that the switch should appear in the sources section, verify the following:
Attach the Interactions Center to the Driver.
Attach the Driver to the Connection Manager.
Attach the Interface to the Connection Manager.
To attach a Physical Switch:

1. Define the Physical Switch on a CTI Interface:
a. Expand the CTI Integrations branch and click the CTI Interfaces branch.
b. From the Actions menu, select New CTI Interface.
c. Define the new Interface with the Physical Switch.

VoIP Mapping: Virtual Extensions
2. Attach the Interface to a Connection Manager:

a. Expand the CTI Integrations branch and then expand the Connection Manager branch. Select a
Connection Manager.
b. Click the Interfaces tab and attach the Interface (physical switch).
3. Attach the Interactions Center server to the Driver.
a. Expand the CTI Integrations branch and then expand the Drivers branch. Select a Driver.
b. In the General tab, expand the Attach Interactions Center section.
c. Attach the Interactions Center server to the Driver.
4. Attach the Driver to the Connection Manager.
a. Expand the CTI Integrations branch and then expand the Drivers branch. Select a Driver.
b. Click the Interfaces tab and select the Physical Switch/Connection Manager.
VoIP Mapping: Virtual Extensions

If you receive an error message such as the following when creating a new mapping, verify that the number
of Virtual Extensions is greater than or equalto the number of Channels in the Channels Pool:
ChannelPool 1 cannot be attached to SourcePool 1, since there are not enough virtual
extensions for the requested mapping under the give switch for the loggers observer.
Confirm that the Location of both the Logger and the Connection Manager are identified using the same
method: either by IP Address or by Host Name.
Deleting or Changing Logger, Switch, or Interactions

Center Server Definitions
Channel Mappings are dependant upon the Logger, Switch, and Interactions Center server definitions
made in the System Administrator. Changing or deleting attachments from a switch to a Interactions
Center server or from a Interactions Center server to a Logger, affect the recordings once the RCM is
restarted, in the following ways.
If you... Then...
Delete a Logger definition All channel definitions and mapping configurations for
that Logger are deleted.
Source definitions remain.
Detach a Logger from an Interactions
Center

Reassigning a Logger to a Different Interactions Center Server
If you... Then...
Delete a switch definition All Source definitions and mapping configurations for
that switch are deleted.
Channel definitions remain.
Detach an Interactions Center from a
driver
Delete an Interactions Center definition All mapping configurations for that Interactions
Center are deleted.
All Channel definitions for Loggers that were
attached to the Interactions Center are deleted.
All Source definitions for switches to which the
Interactions Center was attached remain.
Attach a Logger to a second Interactions The Loggers Channel Mapping channel definitions and
Center after the Loggers channels have mapping configurations are deleted.
been defined and mapped.
To update Channel Mapping definitions, see the Channel Mapping Guide.
Reassigning a Logger to a Different Interactions

Center Server
To move a Logger from one Interactions Center to another, you must change its assignment in the System
Administrator. Then you can attach the Logger to the new Interactions Center and continue. These steps
are outlined in the following procedure.
To attach a Logger to a different Interactions Center server:

1. Expand a Data Hub and select Channel Mapping > Logger Attachment.
2. In the row for the relevant Logger, select the Interactions Center that you want to attach to the Logger
from the Interactions Center dropdown list.
3. Click Save .
4. Define VoIP Mapping for the Logger following the regular VoIP Mapping procedures.

8
Applications Troubleshooting Flow

8:
This section contains troubleshooting workflow for the Application Server, including solving desktop
problems and troubleshooting browser problems using logs. A list of the services, config and log files is
also provided.
Contents
Workflow 252
Troubleshooting Communications Failure 256
Troubleshooting Communications Failure with Importer or Reporter 257
Troubleshooting Login Issues with FIPS Encryption Enabled 259
Troubleshooting Secure Communication 261
Checking the Applications Server Services 263
Checking the Installation Files 268
Checking the Log Files 269
Solving Desktop Problems 278
Troubleshooting Browser Problems Using Logs 298
Solving ActiveX Control Error on the Applications Server 302
Optimizing Client Server Performance 303
Optimizing Client Server Performance on Computers without Internet 306
Solving Email Failure 309
Troubleshooting Crystal Reports 315
Using the Process Explorer Utility 317
Using the Desktop Tester 318

8: Applications Troubleshooting Flow
Workflow
Workflow
If you experience a problem with the Applications Server follow the steps below to isolate the problem.
Figure 8-1: Applications Server Troubleshooting Workflow


Checking the Basics
Checking the Basics

For Applications Server problems, check the following:
1. Troubleshoot a Communication Failure (see Troubleshooting Communications Failure on
page256)
2. Check the Applications Server Services (see Checking the Applications Server Services on
page263)
Use NICE Services Configuration Manager (see Using NICE Services Configuration
Manager on page265)
Solve Application Services User Rights Problem (see Solving Application Services User
Rights Problem on page265)
3. Check the Installation Files (see Checking the Installation Files on page268)
4. Check the Logs (see Checking the Log Files on page269)
5. Solve Desktop Problems
Verify that the correct version of .NET Framework and applicable Updates are installed. See
the Certified Servers Guide.
Solve Set Security Wizard Continues to Appear After Installation (see Set Security Wizard
Continues to Appear After Installation on page278)
Solve Set Security Wizard Hangs or Displays an Error (see Solving Set Security Wizard
Hangs or Displays an Error on page283)
Set Security Manually Using Caspol (see Set Security Manually Using Caspol on page283)
Verify the Applications are Not Loaded under the Internet Zone (see Verifying the
Applications are Not Loaded under the Internet Zone on page283)
Configure the Application Server as a Trusted Web Site (see Configuring the Application
Server as a Trusted Web Site on page284)
Check Initialization Errors (see Checking Initialization Errors on page285)
Solve Service Unavailable Error (see Solving Service Unavailable Error on page286)
Disable Custom Errors (see Disabling Custom Errors on page290)
Solve ActiveX Control Error (see Solving ActiveX Control Error on page290)
Troubleshoot Application Access (Power Management Issue) (see Troubleshooting
Application Access (Power Management Issue) on page291)
Troubleshoot Login Failure in a Cluster (see Troubleshooting Application Access in a
Cluster Environment on page294)
6. Troubleshoot Browser Problems Using Logs
Explorer Log (on the Client Machine) (see Explorer Log (on the Client Machine) on
page298)

Checking the Basics
Desktop Client Logs (on the Client Machine) (see Desktop Client Logs (on the Client
Machine) on page298)
IIS - WWW Log File (on the Applications Server) (see IIS - WWW Log File (on the
Applications Server) on page299)
IIS - HTTPERR Log File (on the Applications Server) (see IIS - HTTPERR Log File (on the
Applications Server) on page300)
Application Event Log File (on the Applications Server) (see Application Event Viewer (on
the Applications Server) on page300)
7. Solve ActiveX Control Error on the Applications Server (see Solving ActiveX Control Error on the
Applications Server on page302)
8. Solving Email Failure (see Solving Email Failure on page309)
9. Troubleshoot Crystal Reports (see Troubleshooting Crystal Reports on page315)
10. Optimizing Client Server Performance (see Optimizing Client Server Performance on page303)
11. Optimizing Client Server Performance on Computers without Internet (see Optimizing Client Server
Performance on Computers without Internet on page306)
WARNING
Manually modifying registry settings can cause your system to malfunction. This procedure
should only be done by qualified personnel.
IMPORTANT
Back up your config files before editing them.
NICE Support!

Troubleshooting Communications Failure

If you ping the server and it responds, but the communications failure persists, you may have a problem
with the fully qualified domain name.
To identify the problem:

Ping the server, using its fully qualified name: <ServerName>.<Domain Name>. In order to
resolve this, the FQDN should either be resolved by the DNS (requires assistance of IT) or added
to the hosts file (C:\WINDOWS\system32\drivers\etc\hosts).

Troubleshooting Communications Failure with Importer or Reporter

with Importer or Reporter
NOTE: This procedure applies only to systems that use the Language Pack.
If your system uses a Language Pack, there may be a conflict between the Applications Server and the
Importer and/or Reporter Packages features. To prevent such conflicts, you must configure the
Applications Server to apply the language settings to the default user profile.
For more information, see NICE Perform Release 3.5 Applications Language Pack.
To configure the language settings:

1. From the Start menu, select Control Panel. Then double-click Regional and Language Options.
The Regional and Language Options window appears.
2. Click the Advanced tab.
Figure 8-2: Regional and Language Options Window - Advanced Tab
3. In the Reserved accounts area, click Copy to reserved accounts.

The Regional and Language Settings window appears.

Troubleshooting Communications Failure with Importer or Reporter
Figure 8-3: Regional and Language Settings Window
4. Select Default user account. Then click OK.

5. In the Default user account settings area, select Apply all settings to the current user account
and to the default user profile.
When you select the checkbox, the Change Default User Settings window appears.
Figure 8-4: Change Default User Settings Window
6. Click OK to accept the changes.

The Regional and Language Options window reappears.
7. Click OK to close the Regional and Language Options window.
NOTE: If, after changing the language settings, you open the Regional and
Language Options window again, the checkbox appears not selected. However,
the language settings have been changed and are in effect despite the fact that
the checkbox is cleared.
8. Restart your computer.

Troubleshooting Login Issues with FIPS Encryption Enabled
Troubleshooting Login Issues with FIPS

Encryption Enabled
When the Federal Information Processing Standard (FIPS) encryption is enabled, logging in to the system
fails, and the following error appears in the desktop log file:
Warning ; [PerformWrapper.ResolveLastUsedApplication] - There were errors
while loading last used application. using desktop as default
This implementation is not part of the Windows Platform FIPS validated
cryptographic algorithms.
To resolve this issue, it is necessary to change the FIPS algorithm policy in the registry files.
To change the FIPS algorithm policy in the registry files:

1. From the Registry Editor, navigate to:
For Windows XP and 2003: HKEY_LOCAL_MACHINE > SYSTEM > CurrentControlSet >
Control > Lsa.
For Windows 2008 and higher: HKLM > System > CurrentControlSet > Control > Lsa >
FIPSAlgorithmPolicy > Enabled
Figure 8-5: Lsa Registry Keys - fipsalgorithmpolicy
2. Find the DWORD key fipsalgorithmpolicy, and set this value to 0.

Troubleshooting Login Issues with FIPS Encryption Enabled
Figure 8-6: Edit DWORD Value Window - fipsalgorithmpolicy
3. Navigate back to HKEY_LOCAL_MACHINE > SYSTEM.

Figure 8-7: Control Sets in the SYSTEM Directory
4. In each control set in the registry, change the fipsalgorithmpolicy value by completing the following:
a. Navigate to Control > Lsa.
b. Find the DWORD key fipsalgorithmpolicy, and set this value to 0.

Troubleshooting Secure Communication

When working with secure communication you may get an error that a server cannot connect to WCF
components. To resolve this issue, it is necessary to configure the HTTP2 and TCP 2 ports using the
values that appear in the database.
This process is not applicable to the ports configured on the System Administrator. These are:
System Administrator
User Administrator
Agents Center Service
RecordingAgnostic MCS
To update the ports:

1. Connect to your operational database using SQL Server.
2. Navigate to the nice_admin database.
3. Select the tlbSystemResource table.
4. Scroll down the list to identify vcResourceNames that have port values in the iWCFHttpPort and
iWCFTcpPort columns. For example, Media Collection Server.
NOTE: Do NOT look at System Administrator, User Administrator, Agents Center
Service or RecordingAgnostic MCS as these are configured in the System
Administrator.
Figure 8-8: Database Ports
5. Use the port values values from this table to set the ports on the required server (vcLocation). For
further instructions, refer to the Digital Certificates Guide.

Figure 8-9: Edit DWORD Value Window - fipsalgorithmpolicy

Checking the Applications Server Services

The following services run on the Applications Server:
NICE AA Search Controller: The Audio Analysis Search Controller host.
NICE Agent Center: Monitors and reports on the status of the agents, and supplies the
configuration to all Agents in the site.
NICE Audit Trail Service: Runs the Audit Trail, logging all user and server operations and
functions to the relevant database (nice_audit).
NICE Coaching Server: Manages all Coaching activity that is created by supervisors and
evaluators that is delivered to Agents (via "My Universe").
NICE Evaluations Form Server: Creates evaluation forms and the evaluations themselves, as
well as runs the Form Designer and Evaluator.
NICE FTF Query Server: Performs queries for open calls and manages workflow play privileges
and requests.
NICE Integration Dispatch Service: Launches and maintains NICE Integration processes such
as CTIDriver, Connection Manager, Key Manager, etc.
NICE Integration Log Services: Collects Level Dumper, Log Retention and Performance Counter
Traces.
NICE Interactions Center Core: Acts as the entrance gate for the CLS with regard to Interactions
/ Logins reporting, keeps the Interactions / Logins state, reports events to NICE modules, and
manages the flows among CLS components.
NICE Interactions Center DBSrvr: Manages the Interactions database and inserts interactions
and contacts into it.
NICE Interactions Center Monitor: Reports failover/OK messages to the session controller.
NICE Interactions Center RCM: Responsible for allocation and management of recording
resources.
NICE Interactions Center TRS: Inserts missing calls into the CLS database by connecting
recording gaps and logger sessions.
NICE Investigations Server: Manages and performs investigation and categorization tasks.
NICE IP Phone Applications: Server side component that performs IP phone operations.
NICE Logging Service: Service dedicated to internal logging.
NICE Media Provider Control Manager: Online repository for forwarding devices.
NICE MML Tray Icon Service: NICE MML Tray Icon Service.
NICE Monitor Server: Performs playback and monitoring of interactions in real time.
NICE Multimedia Logger Service: NICE Multimedia Logger Service.

NICE MyUniverse: Manages the My Universe application, and is responsible for collecting the
required information and displaying the relevant components, based on settings defined by them,
and/or their managers.
NICE NBA: Performs queries and SQL operations for all query applications.
NICE Notification Service: Generates notifications for performance.
NICE Deployment Manager Setup Agent: Agent for NICE Deployment Manager.
NICE Playback Administration: Manages administrative tasks for the NICE player.
NICE Playback Streaming: Ensures that the media is delivered to the NICE Player (according to
the configuration in the System Administrator).
NICE Retention Service: Performs retention update operations.
NICE Rule Engine: Reads all defined rules from the database, ensures that the rules run at the
defined times, and notifies the relevant unit that needs to run the rule (Storage Center, Audio
Analysis, and soon) with details of what to do.
NICE Rules Manager Service: Manages the writing and updating of rules in the database.
NICE Storage Center Service: Performs long-term archiving of interactions.
NICE Storage Prepare: NICE Storage Prepare service.
NICE Storage Streaming Service: Plays back the Storage Center file.
NICE System Administrator: The main Applications Server service that controls the login
process to NICE applications. If this service is not running, users will be unable to login.
If the NICE Reporter is running on the Applications Server, the following services will also be running:
NICE Reporter Engine: Executes reports and allows the Reporter application to run.
NICE Reporter Scheduler: Searches the DB for any active report schedules and, at the
scheduled times, sends a request to the Reporter Engine to run the report(s).
Crystal Report Application Server: Must be running on the Reporter server. This is a third-party
program used as the underlying reporting technology.
NOTE:
The NICE Reporter usually runs on the Data Mart.
To solve services problems:

Use NICE Services Configuration Manager (see Using NICE Services Configuration Manager
on the facing page)
Solve Application Services User Rights Problem (see Solving Application Services User
Rights Problem on the facing page)

Using NICE Services Configuration Manager
Using NICE Services Configuration Manager

The NICE Services Configuration Manager enables you to manage the services on the Applications
Server.
Figure 8-10: NICE Services Configuration Manager
To configure the NICE Services Configuration Manager to run on startup:

1. Copy a shortcut from Applications\Tools\Nice Services Configuration Manage\NICE Services
Configuration Manager.exe to C:\Documents and Settings\Administrator\Start
Menu\Programs\Startup.
2. Right-click the Shortcut to Nice Services Configuration Manager shortcut link and select
Properties.
3. From the Run drop-down list, select Minimize.
4. Click OK.
Solving Application Services User Rights Problem

A service may not start if the user does not have Log on as a service rights.
To solve the problem:

1. To check which user is running the service, use the NICE Services Configuration Manager or right-
click My Computer > Manage > Services and Applications > Services, select Properties and
click the Log On tab.

Figure 8-11: Properties Window
2. Open Control Panel > Administrative Tools > Local Security Policy.
3. Expand Local Policies > User Rights Assignment > Log on as a service.
4. Verify that user used to run the service has this permission.

Figure 8-12: Local Security Settings

Checking the Installation Files
Checking the Installation Files

The files are typically installed on the D:\ partition of the Applications Server, located under D:\Program
Files\Nice Systems\Applications.
Sub-folders include:
Applications SNMP Agent: Contains the binaries of the Apps SNMP Agent.
Assemblies: Contains COM wrappers for many applications.
Client Side Applications: Contains all installations files for client side applications (Player, ROD,
setsecurity.exe and so on).
ClientBin: Contains the binaries and DLL files needed by clients.
ComDLL: Contains Com-enabled DLL.
Custom Errors: Contains customized error pages that are presented in case of specific failures
(configured as part of IIS configuration).
Desktop: Contains, among other things, ASPX files for the login page.
KeyStorageManager: Contains the Key Storage Manager Web service assemblies and log files.
NICE_Help: Contains help files for the web applications suite.
Resources: Contains various scripts and icons that are using in deployment time / runtime.
SecureLogin: Contains the Binaries of the Secured Login Service (configured in the IIS and used
in AD configuration).
ServerBin: Contains binaries and DLL files for server-based applications.
SystemAdministrator.ValidationWS: Contains the binaries of the ValidationWS Service
(configured in the IIS and used in an integration that was developed with Performix).
Tools: Contains tools used by installers and NICE customer support.
Transform: Contains the XSLT files used to upgrade the configuration files of the Application
services (during system upgrade).
XmlApplication: Contains the binaries of the IP Phone Application.

Checking the Log Files
Checking the Log Files

The configuration and log files for each application are found in either (or both) the ServerBin, and
ClientBin folder, together with the binary files.
Set the Log Level in the Config File (see Setting the Log Level in the Config File on the next
page)
Set the Log Level in System Administrator (Setting the Log Level in System Administrator
below)
Check the Logs (see Checking the Logs on page275)
Setting the Log Level in System Administrator

To set the log level in System Administrator:
click Organization. Then select the Technician Mode checkbox and click Save.
2. In the Organization tree, select Applications > Configurations > General. Click the Logs Level tab.
Figure 8-13: System Administrator, Applications Logs Levels
3. Set the Master Level and File Level to Debug.

4. After troubleshooting ensure that you reset these values.

Setting the Log Level in the Config File
WARNING
Failure to do so may cause system problems due to a performance overhead.

Each of the components on the Applications Server has config files in the following folder:
<Applications Server Installation Path>\ServerBin\.
Each config file includes a <log4net> section with several loggers:
Figure 8-14: Applications Server config file
Each Logger includes several appendices, that is, the types of log file output:
Figure 8-15: Log files
Configuration Files per Component

Component S Configuration File

A*
Application Y NiceApplications.SystemAdministrator.Host.exe.config
Messages
<logger name="NiceApplications.ApplicationMessages">
Audio Y NiceApplications.SystemAdministrator.Host.exe.config
Analysis
<logger name="NiceApplications.AudioAnalysis">
branch
(System
Administrator)
Audio Y NiceApplications.AASearchController.Host.exe.config
Analysis
Search
Controller
Audit Trail Y NiceApplications.AuditTrail.Host.exe.config
Branches Y NiceApplications.SystemAdministrator.Host.exe.config
<logger name="NiceApplications.Branches">
Business NiceApplication.UnifiedQuery.host.exe.config
Analyzer
Coaching Y NiceApplications.CoachingTool.Host.exe.config
NiceApplications.CoachingTool.Host.vshost.exe.config
Encryption Y NiceApplications.SystemAdministrator.Host.exe.config
Plugin
<logger name="NiceApplications.EncryptionPlugin">
Evaluation Y NiceApplications.EvaluationForms.Host.exe.config
Forms
FTF Query Y NiceApplications.FTFQuery.Host.exe.config
Importer Y NiceApplications.SystemAdministrator.Host.exe.config
<logger name="NiceApplications.Importer">
Insight Y NiceApplications.Investigations.Host.exe.config
Manager
(Investigation
s)


A*
Interactions NiceApplications.SystemAdministrator.Host.exe.config
Server Plugin
<logger name="NiceApplications.CLSPlugin">
IP Phone Y IPPhoneTester.exe.config
Tester
License Y NiceApplications.SystemAdministrator.Host.exe.config
Manager
<logger name="NiceApplications.LicenseManager">
Lists Editor Y NiceApplications.SystemAdministrator.Host.exe.config

<logger name="NiceApplications.ListsEditor">
Location NiceApplications.SystemAdministrator.Host.exe.config
Service
<logger name="NiceApplications.LocationService">
Locator NiceApplications.UnifiedQuery.LocateService.LocateServiceHost.exe.co
nfig
Loggers Plugin NiceApplications.SystemAdministrator.Host.exe.config

<logger name="NiceApplications.LoggersPlugin">
Media Server NiceApplications.Playback.MediaServer.Startup.exe.config

Relevant to
SP3 only
Monitor NiceApplications.Monitor.Server.ServerStartup.exe.config
NiceApplications.Monitor.Server.ServerStartup.exe.config
MyUniverse Y NiceApplications.MyUniverse.Host.exe.config
NiceApplications.MyUniverse.Server.ServerStartup.exe.config
Playback NiceApplications.Playback.Administration.Startup.exe.config
Administration
Playback NiceApplications.Playback.Streaming.Encoder.exe.config
Streaming
NiceApplications.Playback.Streaming.Startup.exe.config


A*
Playback NiceApplications.SystemAdministrator.Host.exe.config
branch
<logger name="NiceApplications.PlaybackPlugin">
(System
Administrator)
Retention Y NiceApplications.RetentionService.Host.exe.config
Service
Rule Engine Y NiceApplications.RuleEngine.Service.exe.config
Rules Y NiceApplications.RulesManager.Host.exe.config
Manager
Storage NiceApplications.SystemAdministrator.StorageCenterPlugins.
Center branch config
(System
Administrator)
Summary Y NiceApplications.SystemAdministrator.Host.exe.config
Page
<logger name="NiceApplications.SummaryPage">
System Y NiceApplications.SystemAdministrator.Host.exe.config
Administrator
<logger name="NiceApplications.SystemAdministrator">
System Y NiceApplications.SystemAdministrator.Host.exe.config
Administrator
<logger name="NiceApplications.SystemAdminSNMP">
SNMP
Users Y NiceApplications.SystemAdministrator.Host.exe.config
Administrator
<logger name="NiceApplications.UsersAdministrator">
IMPORTANT
Backup your config files before editing them.
NICE Support!!!!.

To set the log level in the config file:

1. Navigate to <Applications Server Installation Path>\ServerBin\.
2. In Notepad, open the relevant .config file. See Log File Config Files (see Setting the Log Level in
System Administrator on page269).
3. Expand the <log4net> section.
4. Expand the required logger name section.
Figure 8-16: Log file
5. Set the debug level, by changing the values on both Level and Threshold to be defined as ALL.
6. Save and close the config file. There is no need to restart the Applications Server.
7. After troubleshooting ensure that you reset these values.
WARNING
Failure to do so may cause system problems due to performance overhead.

Checking the Logs
Checking the Logs

The server log files are found in the <Applications Server Installation Path>\ServerBin\ folder unless
specified otherwise.
Component Log File
Analytics NiceApplications.ClearSightApp.txt
Application NiceApplications.ApplicationMessages.log
Messages
Audio Analysis NiceApplications.AAPlugin.log

branch (System
Administrator)
Audio Analysis AASearchController.log

Search
Controller
Audit Trail AuditTrailLog.txt

AuditTrailDefaultLog.txt
Branches NiceApplications.SystemAdministrator.Branches.log
Business NBA.log
Analyzer
NBADefault.log
Coaching CoachingHostLog.txt
Encryption NiceApplications.EncryptionPlugin.log
branch (System
Administrator)
Evaluation EvaluationFormsLog.txt
Forms
FTF Query NiceApplications.FTFOpenCalls.Log

NiceAppliactions.FTFQuery.Log
Importer NiceApplications.Importer.log
Insight Manager NiceApplications.InvestigationsApp.txt

(Investigations)

Checking the Logs
Component Log File
Interactions NiceApplications.CLSPlugin.log
Center - CLS
branch (System
Administrator)
IP Phone Tester XmlAppsHost.log

XmlAppDefaultLog.txt
License NiceApplications.LicenseManager.log
Manager
List Editor NiceApplications.ListsEditor.log
Location Service NiceApplications.LocationService.log
Locator Locator.log
Loggers branch LoggersPlugin.log

(System
Administrator)
Media Server MediaServer.txt

Relevant to SP3
only
Monitor MonitorLog.txt
monitorDefaultLog.txt
MyUniverse MyUniverseApp.txt
MyUniverse MyUniverseBasicPlugin.txt
Playback PlaybackAdministration.txt
Administration
NiceApplications.PlaybackAdministration.SystemFramework.log
PlaybackRM.txt
LocateLog.txt
Playback NiceApplications.Workflow.Log
Organizer

Checking the Logs
Component Log File
Playback NiceApplications.PlaybackStreaming.SystemFramework.log
Streaming
PlaybackStreaming.txt
Playback branch NiceApplications.PlaybackPlugin.log

(System
Administrator)
Reporter ReporterBin\ReporterManager.txt
ReporterBin\ReporterEngine.txt
ReporterBin\ReporterSchedulerLog.txt
The Reporter application also includes logs within the application itself. The
log provides information regarding the execution of reports. You can also
export it to csv format.
To view the Reporter logs:
1. In Reporter, click Administration.
2. Click Log.
3. Click Export to save the log files as a csv file.
Retention RetentionService.log
Service
Rule Engine RuleEngine.ActionQueue.txt

RuleEngine.SystemFramework.txt
RuleEngine.txt
Rules Manager NiceApplications.RulesManager.Host.exe.log
Summary Page NiceApplications.SummaryPage.log
System NiceApplications.SystemAdministrator.Host.exe.log
Administrator
NiceApplications.SystemAdministrator.SystemFramework.log
System NiceApplications.SystemAdministrator.SNMP.log
Administrator
SNMP
Users Admin NiceApplications.UsersAdmin.log

Solving Desktop Problems
Solving Desktop Problems

There are several types of Desktop problems:
Verify that the correct version of .NET Framework and applicable Updates are installed. See the
Certified Servers Guide.
Solve Set Security Wizard Continues to Appear After Installation (see Set Security Wizard
Continues to Appear After Installation below)
Solve Set Security Wizard Hangs or Displays an Error (Solving Set Security Wizard Hangs or
Displays an Error on page283)
Set Security Manually Using Caspol (see Set Security Manually Using Caspol on page283)
Verify the Applications are Not Loaded under the Internet Zone (see Verifying the Applications
are Not Loaded under the Internet Zone on page283)
Configure the Application Server as a Trusted Web Site (see Configuring the Application Server
as a Trusted Web Site on page284)
Check Initialization Errors (see Checking Initialization Errors on page285)
Solve Service Unavailable Error (see Solving Service Unavailable Error on page286)
Enable Custom Errors (see Disabling Custom Errors on page290)
Solve ActiveX Control Error (see Solving ActiveX Control Error on page290)
Troubleshoot Application Access (Power Management Issue) (see Troubleshooting Application
Access (Power Management Issue) on page291)
Ensure that Unicode ToolTips are displayed correctly, by configuring the workstation to support
Unicode characters (See Setting the ToolTip Font on page295).
Set Security Wizard Continues to Appear After

Installation
After installation, when opening applications in the browser the Set Security page appears even though the
SetSecurity.exe application was run.
This section describes the following scenarios:
Problem Occurs on One Workstation below
Problem Occurs on All Workstations on page281
Permissions Issue - Local Administrators Blocked from Specific File Path on page282
Problem Occurs on One Workstation

If this happens on one workstation this may be because:
.NET Framework is not installed.
Applications are running under the internet zone

If .NET Framework is installed, check if the Applications work when running Desktop Tester (this runs the
Applications without using the browser). For more information, see Using the Desktop Tester on
page318. If the Applications work when running Desktop Tester but do not work in the browser, possible
causes include:
SetSecurity.exe was run with the wrong URL
There is a problem with the browser download cache not been refreshed.
The browser is running with the correct version of .NET. See the Certified Servers Guide.
To solve the problem for one workstation:

1. If you see the following error when running SetSeurity.exe, install the .NET Framework by typing
http://ServerName/Nice in Internet Explorer. You will be prompted to download .NET.
Figure 8-17: Application Error
2. Check if the Applications are running under the internet zone. See Verifying the Applications are
Not Loaded under the Internet Zone on page283.
3. On the Workstation, run SetSecurity.exe with the correct URL. Verify that the URL you entered is the
same one used in the browser.
4. Clear the browser download cache:
a. Close all open Internet Explorer Browser windows. If these are left open, an error may occur when
clearing the cache.
b. Right-click on the Internet Explorer icon, click Properties (in Internet Explorer 7.0 click Internet
Properties and then click Delete), click Delete Files and then click OK.
Open the Run window and run gacutil.exe -cdl.

c. Verify that Download cache deleted successfully appears. If an error occurs, ensure that all
browser windows are closed, and repeat Step b.

Figure 8-18: Visual Studio
TIP:
gacutil.exe can be found in either of the following locations:
C:\WINDOWS\Microsoft.NET\Framework\<.NET version>
C:\Program Files\NICE Systems\Applications\Tools
You can drag-and-drop the file into the Run window.
d. In Internet Explorer enter the URL again. Verify that you are entering the server name correctly.
(URL format is: http://ServerName/Nice).
5. Verify/set the security manually. See Set Security Manually Using Caspol on page283.
6. See the Certified Servers Guide for the correct version of .NET. Then verify that the correct version of
.NET is installed on the machine:
a. Open C:\Program Files\Internet Explorer\iexplore.exe.config and check that the
<supportedRuntime version= /> is not commented out.
<configuration>
<startup>

<appender name="RollingLogFileAppender"
type="log4net.Appender.RollingFileAppender">
<param name="Threshold" value="ALL" />
IMPORTANT
After all logs have been collected, set the logging level back to its original value.
Checking Server Connections

You can check on the KSM whether the files were sent to the SQL Server database. If the folder contains
files, this indicates a connection problem between the Applications Server and the SQL Server database.
To check the Applications Server to Database connection:

On the KSM, check the EncryptionBackupFiles folder located at the following path: ...\<location of
applications>\KeyStoreManager\WebService\EncryptionBackupFiles. If this folder contains
files, this indicates a problem with the connection between the Applications Server and the SQL
Server database.
Checking the SSL Installation on the IIS Server

You can check that the SSL is properly installed on the IIS Server by means of the SSL Diagnostics
component of the Microsoft IIS Diagnostics Toolkit. You can download the toolkit installation at the
following link: http://www.microsoft.com/downloads/details.aspx?familyid=9BFA49BC-376B-4A54-95AA-
73C9156706E7&displaylang=en
This section describes installing the SSL Diagnostics component and then running it.
Installing the SSL Diagnostics Component

In the IIS Diagnostics Toolkit, you only need to install the SSL Diagnostics component.
To install the SSL Diagnostics component:

1. Download the toolkit installation file at the link given in Checking the SSL Installation on the IIS
Server above.

2. Double-click iisdiag.msi.
The Open File - Security Warning window appears.
Figure 19-1: Open File - Security Warning Window
3. Click Run.
The IIS Diagnostics Toolkit wizard starts.

Figure 19-2: IIS Diagnostics Toolkit Wizard
4. Click Next.
The End-User License Agreement window appears.
Figure 19-3: End-User License Agreement Window
5. Select I accept the terms in the License Agreement, and click Next.

The Customer Information window appears.

Figure 19-4: Customer Information Window
6. Click Next.
The Choose Setup Type window appears.

Figure 19-5: Choose Setup Type Window
7. Select Custom, and click Next.

The Custom Setup window appears.

Figure 19-6: Custom Setup Window
8. Except for SSL Diagnostics 1.0, click the arrow on each component, and select Entire feature will be
unavailable.
Except for SSL Diagnostics 1.0, all components appears with an X.

9. Click Next.
The Ready to Install window appears.

Figure 19-9: Ready to Install Window
10. Click Install.

The installation proceeds, and the IIS Diagnostics Toolkit wizard is completed.

Running the SSL Diagnostics Tool
Figure 19-10: Wizard Completed
11. Click Finish to exit the wizard.

When you run the SSL Diagnostics tool, a report is generated that notifies you whether or not problems
exist regarding the SSL connection.
To run the SSL Diagnostics tool:

1. From the Start menu, navigate to All Programs > IIS Diagnostics (32bit) > SSL Diagnostics >
SSL Diagnostics 1.1.
SSL Diagnostics 1.1 starts, and a report is generated.
2. Check the report. Errors in the SSL connection appear with a red exclamation point .

Figure 19-11: Errors in SSL Diagnostics Report
Figure 19-12: No Errors in SSL Diagnostics Report

Checking the Logger/ScreenAgent
Checking the Logger/ScreenAgent

You need to verify that the encryption services are running properly on the Logger/ScreenAgent.
To check the Logger/ScreenAgent:

1. On the Logger/ScreenAgent, verify that the LogService located in C:\Program Files\Common
Files\Nice\LogService\Bin\LogSysSrvr.exe is running.
2. Verify that the CIMService.exe service is running.
3. Verify that CIMService.exe service has Local System Account privileges.
4. Verify that the service has privileges to write to the disk.
5. Verify that there is enough space on the disk.
6. Check if the CimClinet, CimHistory and CimKSM files exist in the C:\document and settings\all
users\application data\Nice\CryptoInfo folder on the Logger/ScreenAgent. The size of the CimKSM
file is 0 KB. If the CimKSM file is not 0 KB, then there is a problem with the connection between the
Logger and the KSM.

In the SNMP Console, view the events generated by the CIM and KSM.
See the NMS User's Guide or Trap Messages on page884 for a list of the trap messages and
recommended actions.
Checking the KSM Status

To check the KSM status:
1. In the navigation bar, click Accessories, and select System Administrator.
2. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.
3. In the Organization tree, select Security > Media Encryption.

Verifying the KSM is Functioning
Figure 19-14: KSM Status
4. Click Test to check the KSM status. If the status is Failed, verify that the KSM is functioning properly.
See Verifying the KSM is Functioning below.

When you cannot connect to the KSM, you do not know if the problem lies with the KSM or with the client
machine. In this procedure, you verify that the KSM is functioning properly.
To verify if KSM functions properly:

1. On the KSM server, navigate to IIS > Web Sites > Default Web Site > KSMWebService.
2. In the right pane, right-click KSMService.asmx and select Browse.
The Internet Explorer opens.
3. In the Address field, change the URL address to: https://<KSM machine
name >/KSMWebService/KSMService.asmx.
If the following screen appears, then the problem is probably with the client workstation.

Figure 19-15: Server Error

Checking the Client-side Logs
NOTE: If you did not replace the name of the local host with the KSM machine
name, the following window appears:
Make sure that you click No. (If you click Yes, the verification process is skipped.)
Checking the Client-side Logs

Check the following client-side logs:
Nice Player
<Drive>:\Documents and Settings\Administrator\Local Settings\Application
Data\NicePlayer\Release3\NicePlayer.txt
Logger/ScreenAgent
<Drive>:\Documents and Settings\All Users\Application
Data\Nice\Log\CryptoInfoManagerLogExceptions.log
Encryption
<Drive>:\Documents and Settings\Administrator\Local Settings\Application
Data\NICE\EncryptionPluginClientLog.txt
Checking the Server-side Logs

Check the following server-side logs:
KSM

Checking for Certificate Problems
C:\Program Files\NICE
Systems\Applications\KeyStorageManager\WebService\KeyStorageManager.txt
Encryption
C:\ Program Files\NICE Systems\Applications\ServerBin\NiceApplications.EncryptionPlugin.log

The certificates might have expired.
To check for certificate problems:

1. Check with your certification authority if your certificates have expired.
2. On the Applications Server, check in the IIS log files (KeyStorageManager.txt.x) for the following type
of error:
ERROR: [SNMP.RegistrateToTheSNMPConnector] SnmpConnector: New
SNMPConnectorObject was added to the connector.
This indicates a problem with the site certificate. Check for other errors as well.
3. On the Logger/ScreenAgent, check in the Event Viewer if there are any CIMService error messages.
In the Source EFS and Description areas, the following error indicates a problem with the site
certificate.
An error with Source: EFS and Description: EFS recovery policy contains invalid recovery
certificate.

Figure 19-16: Certificate Error
4. On the Logger/ScreenAgent, check the properties of the CryptoInfo folder:

a. Go to C:\Documents and Settings\All Users\Application Data\CryptoInfo, right-click the
CryptoInfo folder and select Properties.
b. Select Advanced. The Advanced Attributes window appears.

c. Select Encrypt contents to secure data. If you receive the following error, this indicates a
problem with the site certificate.
Figure 19-18: Error Applying Tributes
5. Remove the existing certificate for the SQL server, and issue a new certificate for it. See Digital
Certificate Usage with NICE Perform Security Solutions in a separate guide.
6. Remove the existing certificate for the IIS and then issue a new certificate for the it.

General Troubleshooting
General Troubleshooting
This section includes the following troubleshooting information:
Trap Messages below
SAMS Log Messages on page889
Verifying the IIS User Permissions for the KSM Configuration on page890
Using a Fully Qualified Domain Name instead of a Host Name on page892
Data Not Entered in the nice_crypto Database on page895
Screens Not Recorded on page897
ScreenAgent Not Working Properly on page897
Ensuring Connection between SQL Server and Applications Server on page900
Installing the CA (root) Certificate on Vista Workstations on page901
No Interaction Playback on page901
Trap Messages
Trap Messages for CIM Module
Table 19-1:
Trap No. Trap Cause Action
6141 Cryptographic There is no certificate. (This Install CA root on the

Information Manager trap will be sent with the no machine.
cannot connect to KSM. certificate trap).
Check the KSM.
There is a problem in the KSM
Check the DB of the
(not running).
SysAdmin for the KSM URL
The KSM URL obtained from see that its valid.
the System Administrator is
invalid.
6142 Cryptographic There is no connection to the Check that the SysAdmin is

Information Manager System Administrator. up.
cannot connect to
System Administrator URL is Install the client machine
System Administrator.
invalid. once again and change the
SysAdmin URL.

Trap Messages for CIM Module
Table 19-1: (continued)
6143 Cryptographic The file attribute is read only. Change the attribute of the
Information Manager files to read/write.
cannot save encryption The path is C:\Documents
data to a persistent file. and Settings\All
Users\Application
Data\Nice\CryptoInfo.
6144 Cryptographic There is probably a problem in

Information Manager is the initialization (such as
not initialized. encryption not configured). This
trap will be sent together with
another trap.
6145 Encryption is not The encryption is not yet Check the entire encryption
configured in the configured in the system. The components and check that
system. KSM is not yet configured. the KSM is configured
properly.
6146 The Customer has no There is no certificate installed Install the CA root in client
valid certificate for on the client machine. machine.
encryption.
(Make sure that the CA is
installed both on current user
and on the local machine.)
6147 SystAdmin URL There is no SysAdmin in the Run the client installation and
registry key is empty. registry it was not provided in set the SysAdmin URL.
the client installation.
6148 KSM URL does not The SysAdmin URL is not Check the SysAdmin
exist in the System aware of the KSM URL, database for the KSM URL.
Administrator. therefore when asked for the
KSM URL it returned null.
6149 There is no license for The encryption feature does not Check that there is license for
encryption in the exist in the client site. encryption for the client.
system.
6150 The Logger login token The login token against Check the version of the
is not valid. SysAdmin is invalid probably SysAdmin DLLs in the CIM
because of mismatch between Server - check that this is the
DLLs in the CIM server and in correct version.
the SysAdmin.

Trap Messages for KSM Module

5200 Cannot establish a a. Database is down. a. Start the database.

secure connection
b. Connection problem to the b. Verify that the connection
between Key Storage
database. to the database is OK
Manager and the
(using the Query
database. c. Secure connection problem
Analyzer).
to the database: no CA root
installed on the KSM c. Check that there is a CA
machine, problem with the root installed on the KSM
SQL certificate. machine. Verify that there
is a certificate assigned
to the SQL service and
that it is valid.
5201 Secure connection Fixes the above trap.

between Key Storage
Manager and database
was established
successfully.
5202 The database certificate The database certificate is Call NICE Support Services.
is missing/corrupted: missing. Therefore, no
data cannot be encryption or decryption of the
encrypted/decrypted. encrypted data is possible.
5203 The database certificate Fixes the above trap.

is valid: data can be
encrypted/decrypted.

5204 Cannot establish a a. Remote KSM machine is a. Start the machine.

secure connection to down.
remote Key Storage
b. No connection to the
Manager. b. Verify that the connection
remote KSM machine.
to the remote machine is
c. Remote KSM web service OK.
is unavailable.
c. Use the Media
d. There is no CA root Encryption branch in
installed on the local KSM order to test the
machine. connection to the remote
KSM.
d. Verify that there is a CA
root installed on the local
KSM machine. Also, use
the Media Encryption
branch from the local
KSM machine in order to
test the connection to the
remote KSM.
5205 Secure connection to Fixes the above trap.

remote Key Storage
Manager was
established
successfully.
5206 Database master key Restore procedure of the Check in the nice_crypto
cannot be opened: data database was incomplete: the database, security, certificate
cannot be database master key was not folder, that the certificate
encrypted/decrypted. restored correctly. exists.
Notify NICE Support
Services.
5207 Database master key Fixes the above trap.

opened successfully.
5208 Duplicated GUID was A GUID that already exists. Notify NICE Support
stored to the database. Services.
KSM module is up. The KSM web service is up.

5209 Failed while writing The KSM failed to write to the Use the Media Encryption
Cryptographic backup file. This could happen if branch in order to test the
Information to file. the KSM application pool user KSM status. KSM also tries
does not have privileges to the to create a file in the
EncryptionBackUpFiles folder. EncryptionBackUpFiles
folder.
5210 Succeeding in writing Fixes the above trap.

Cryptographic
Information to file.
5211 Failed while reading a. The KSM failed reading the a. Verify that the KSM
Cryptographic backup file. This could application pool user has
Information from file. happen if the KSM read privileges to the
application pool user does EncryptionBackUpFiles
not have privileges to the folder.
EncryptionBackUpFiles
b. Check which user
folder.
encrypted the file, by
b. Can also happen if the file right-clicking the file >
was written and encrypted Properties. Then in the
by a different user (The General tab, click
KSM application pool user Advanced > Details.
was replaced). If the user is not the
current KSM application
pool user, change it to the
user who encrypted the
file, and wait for the files
content to be written to
the database.
5212 Succeeded in reading Fixes the above trap.

Cryptographic
Information from file.

SAMS Log Messages
SAMS Log Messages

ScreenAgent Module Messages
Message. Cause Action ScreenAgent Behavior
Problem to connect to CIM Error ScreenAgent will retry until

server the operation succeeds.
Server not initialized CIM Error ScreenAgent will retry until

the operation succeeds
Problem connecting Network, Server is Verify server is up, IP is ScreenAgent will record
to KSM down, wrong IP, etc. correct, etc. with encryption.
Problem connecting Network, Server is Verify server is up, IP is ScreenAgent will retry until
to SysAdmin down, wrong IP, etc. correct, etc. the operation succeeds.
Encryption not Encryption is not Configure Encryption. ScreenAgent will retry until
configured configured in the operation succeeds
SysAdmin
Client is not CIM Error - ScreenAgent will retry until

connected the operation succeeds
Problem to create CIM Error - ScreenAgent will retry until

client connection the operation succeeds.
Problem in client CIM Error - ScreenAgent will retry until

connection the operation succeeds.
SysAdmin URL does Enter the SysAdmin URL ScreenAgent will retry until
not exist in the registry. the operation succeeds.
KSM URL does not Enter the KSM URL in the ScreenAgent will retry until
exist registry. the operation succeeds.
Problem saving CIM Error - ScreenAgent will retry until

Crypto to file the operation succeeds.
No license for No encryption license If the site is to be an ScreenAgent will record

encryption in site in the System. encryption site, install a without encryption.
license. If the site is not an
encryption site, reinstall
the ScreenAgent with no
encryption.

Verifying the IIS User Permissions for the KSM Configuration
Message. Cause Action ScreenAgent Behavior
No certificate on the Certificate was not Install certificate. ScreenAgent will record
machine installed on the with encryption.
workstation.
Verifying the IIS User Permissions for the KSM

Configuration
If there is an error when configuring the KSM, you need to verify that the appropriate permissions are
granted to the IIS user for the following folders:
Temp folder
EncryptionBackupFiles folder
WebService folder
IMPORTANT : Make sure that all permissions are also inherited by sub-folders.
To verify IIS user identity permissions:

1. Open the C:\Windows\Temp folder.
2. Click the Security Tab.
The following window appears.

Verifying the IIS User Permissions for the KSM Configuration
Figure 19-19: Temp Properties Window
3. Select the group or user names of the current IIS user.

4. In the Permissions for Administrators area, verify that the following permissions are selected in the
Allow column:
Read & Execute
Read
Write
5. Click OK.
6. Navigate to the
...\<locationofapplications>\KeyStoreManager\WebService\EncryptionBackupFiles folder and
repeat Step 2 and Step 3.
7. In the Permissions for Administrators area, verify that the Full Control permission is selected in the
Allow column.

Using a Fully Qualified Domain Name instead of a Host Name
8. Navigate to the ...\<location of applications>\KeyStoreManager\WebService\WebService folder and

repeat Step 2 and Step 3.
9. In the Permissions for Administrators area, verify that the Full Control permission is selected in the
Allow column.
Using a Fully Qualified Domain Name instead of a

Host Name
If the IIS and SQL certificates require a Fully Qualified Domain Name (FQDN), you need to ensure that all
calls to the KSM Web service and connections to the Database Server are made through the FQDN, as
opposed to through the host name.

IMPORTANT : Ping the Database Server using the FQDN to verify that it can connect
in this manner before changing the host name.
The FQDN is displayed in the Full computer name field of the Computer Name tab in the
System Properties window. (Right-click My Computer and select Properties to open the
System Properties window.)
To use an FQDN for the KSM Web service and SQL Server:
1. Ping the Database Server using the FQDN to verify that it can connect in this way.
2. From the System Administrator application, expand the Master Site (Primary Data Hub) branch and
select Applications > Application Servers > <name of server where the Key Storage Manager is
installed>.
The Application Server Services screen appears.

Figure 19-20: Application Server Services
3. In the Host Name/IP Address field of the Key Storage Manager (KSM), enter the FQDN instead of the
host name.
4. Restart the CIM service on all Loggers and ScreenAgents.
5. Select Database Servers.
The Database Server screen appears.

Data Not Entered in the nice_crypto Database
Figure 19-21: Database Server Screen
6. In the Host Name/IP Address field of the SQL database, enter the FQDN instead of the host name.
7. Restart the SQL Server.

Sometimes the data in the CryptoInfoData.1.txt file is not entered as expected into the nice_crypto
database. This happens if the current KSM user is not the user who originally encrypted the file. In this
procedure, we do the following:
Verify the identify of the original user who encrypted the file
Change the KSM user back to the original user in order to access the file
Change the original KSM user back to the current KSM user
To enter data from CryptoInfoData.1.txt file into the nice_crypto database:

1. Right-click the CryptoInfoData.1.txt file, and select Properties.
NOTE:
By default, the CryptoInfoData.1.txt file is located at the following path:

...\ProgramFiles\NICESystems\Applications\KeyStorageManager\WebService\En
cryptionBackupFiles

2. On the General tab, click Advanced.

The Advanced Attributes window appears.
3. Click Details.
The Encryption Details window appears.
Figure 19-23: Encryption Details Window
4. The user who originally encrypted the file appears in the Data Recovery Agents For This File As
Defined By Recovery Policy area.
5. If the original user is different than the current user, configure the Key Storage Manager server with the
original user.
6. Restart IIS.
7. Wait for the nice_crypto database to access the CryptoInfoData.1.txt file.

Screens Not Recorded
8. Change the original user back to the current user.
Screens Not Recorded

At times, screens are not recorded when encryption is enabled, and the following error message appears:
CCimHelper: GenerateCryptoInfo failed. Retrying...: Problem saving Crypto to file. state = -
4&gt.
In this case, the Antivirus software is interfering with screen recording.
ScreenAgent Not Working Properly

ScreenAgent is not working properly, and the following appears in the ScreenAgent log file:
EVENT: 28/03/07 14:07:08:276 CCimHelper:GenerateCryptoInfo failed. Retrying...: Problem
saving Crypto to file. state = -4; Context = (3464).
This problem may occur if the CimClinet, CimHistory and CimKSM files are missing from the
C:\document and settings\all users\application data\Nice\CryptoInfo folder on the workstation.
This problem occurs as a result of a Windows EFS (Encrypting File System) configuration issue. The
certificate must be renewed.
To check ScreenAgent:
1. Check if the CIMService.exe service is running.
2. Verify that CIMService.exe service has Local System Account privileges.
3. Verify that the service has privileges to write to the disk.
4. Verify that there is enough space on the disk.
5. Check if the CimClinet, CimHistory and CimKSM files exist in the C:\document and settings\all
users\application data\Nice\CryptoInfo folder on the workstation. The size of the CimKSM file is 0
KB.
6. Check in the Event Viewer if there are any CIMService error messages. An error with Source: EFS
and Description: EFS recovery policy contains invalid recovery certification indicates a problem
with the site certificate.

Figure 19-24: Event Properties
7. Check if there are any error messages in the SAMS log.

8. Check the CryptoInfo folder properties:
a. Right-click on the CryptoInfo folder and select Properties.
b. Click Advanced.

Figure 19-25: Advanced Attributes
c. Select Encrypt contents to secure data. If you get the following error this indicates a problem
with the site certificate.

Ensuring Connection between SQL Server and Applications Server
Figure 19-26: Error Applying Attributes
9. Renew the certificate as described in Digital Certificate Usage with NICE Perform Security Solutions
in a separate guide.
Ensuring Connection between SQL Server and

Applications Server
Sometimes the FQDN of the SQL Server in the SQL certificate differs from the FQDN configured in the
Applications Server. When this is the case, the following error message appears in the log file:
The certificate's CN name does not match the passed value.
To correct this problem, you need to make sure that the FQDN of the SQL Server and its assigned FQDN
in the System Administrator are the same.
To ensure a connection between the SQL Server and the Applications

Server:
1. Ping the SQL Server from the Applications Server to get its FQDN in the Applications Server.

Installing the CA (root) Certificate on Vista Workstations
2. If the FQDN in the Applications Server differs from the FQDN in the SQL certificate, add the FQDN of
the SQL Server to the DNS.
The connection between the SQL Server and the Applications Server is ensured.
Installing the CA (root) Certificate on Vista

Workstations
See the Workstation Setup Guide for information regarding installing the CA (root) certificate on Vista
workstations.
No Interaction Playback
In order to play back interactions, two options regarding access privileges need to be selected in the IIS. If
these options are not selected, the following error message appears: Unable to decrypt the interaction,
and interactions are not played back.
To ensure interaction playback:

1. Navigate to IIS > Web Sites > Default Web Site > KSMWebService.
2. Right-click and select Properties.
3. Click the Directory Security tab.
4. In the Authentication and access control area, click Edit.
5. In the Authenticated access area, select the Windows Integrated Authentication check box.
6. Select the Enable anonymous access check box.
7. Click OK twice.
(Vista) CIMService Not Functioning Properly

Symptom
ScreenAgent log reports Problem connecting to SysAdmin, and the KSMUrl registry key is not created.
Cause
The specific domain policies of the site do not allow access to the cryptoinfo folder.
Solution
1. Create a domain user with Read/Write permissions to the cryptoinfo folder.
2. Restart the CIMService.

Error Message Connection to Cryptography Information Manager Failed
Error Message Connection to Cryptography

Information Manager Failed
Make sure the KSMUrl is set to the path of the KSM. For example,
https://server.domain.com/KSMWebService/KSMService.asmx

20
Media Interconnect Troubleshooting

20:
This section contains some guidelines for troubleshooting Media Interconnect connections.
See the relevant troubleshooting section:
For troubleshooting from log files, see Troubleshooting with Log Files on the next page.
For troubleshooting metadata, see Verifying Metadata Status on page905.
Contents
Troubleshooting with Log Files 904
Verifying Metadata Status 905

20: Media Interconnect Troubleshooting
Troubleshooting with Log Files
Troubleshooting with Log Files

You can troubleshoot task failure by reviewing the log files.
NOTE: You must also verify which metadata was successfully imported to the NICE Interaction
Management 4.1 system, see Verifying Metadata Status on the facing page.
The default paths to the log files are as follows:
NOTE: The default paths may have been changed by the NICE Installer.
For the Media Collection server log:
Navigate to
D:\Program Files\NICE Systems\RecordingAgnosticMcs.
The relevant log file is: NiceApplications.PlatformAgnostic.MediaCollectionServer.log
Configuration File: NiceApplications.PlatformAgnostic.MediaCollectionServer.exe.config
For the Media Adapter log:
Navigate to
D:\Program Files\NICE Systems\RecordingAgnosticMediaAdapter
The relevant log file is: NiceApplications.PlatformAgnostic.MediaAdapter.log
Configuration File: NiceApplications.PlatformAgnostic.MediaAdapter.exe.config

20: Media Interconnect Troubleshooting
Verifying Metadata Status
Verifying Metadata Status

If the task fails, verify which interaction metadata was successfully imported to the External Source
branch.

21
21:
Troubleshooting Database Migration from
Version 8.9
This section describes the details and corrective actions for the database validation and the migration
process.
Contents
Source Database Validation Warnings 908
Data Migration Requirements 914
Data Migration 919
Data Migration Validation 921

21: Troubleshooting Database Migration from Version 8.9
Source Database Validation Warnings

This section describes the database validation warnings that can be resolved before proceeding to
database migration as well as common errors that require NICE support.
The table below describes common errors and warnings that appear during the database validation.
Verification step Error message Recommended action
Checking that all Error message Database is corrupted. You cannot

mandatory columns proceed with database migration.
are present in the
Zip the log files, export the final Pre-
table structure of the
Upgrade Tool Report, and send this
populated sets
information to NICE support
Checking that all sets
have the same
schema
Checking the version Expected result: <displays Update the source system to the
of the source system the supported system supported version of NiceLog
versions> System/NiceUniverse 8.9 or of NICE
Perform 3.1/3.2/3.5, as indicated in the
Actual result: <displays the
Expected result field. Make sure that
current system version>
the latest Hot Fixes or Update Packs
are applied.

Looking for duplicated Expected result: 0 Background Information:

extensions and agent
Actual result: <displays the The NICE Pre-Upgrade Tool only
IDs
number of duplications> migrates the user information for agents
that have unique identifiers. When the
user information is duplicated for
several agents, only the user
information for the first agent will be
migrated. This does not affect recorded
calls.
To avoid this issue:
Update the user information and/or
delete unused users before migrating
the databases.
To find the first fifty users that are
duplicated, see the following
verifications in the NICE Pre-Upgrade
Tool Report:
Getting information regarding
duplicated extensions - TOP 50
duplicated agent IDs - TOP 50

Looking for the Expected result: 0 Background Information:

incomplete user
Actual result: <displays the When the first name, last name or the
details (First Name,
number of users with OS login is missing from the user
Last Name, OS Login)
incomplete user details> information, the NICE Pre-Upgrade Tool
inserts the default value Migration in
the place of the missing information.
Update the user information details
before the database migration.
To find the users who are missing
information, see the following
verification in the NICE Pre-Upgrade
Tool Report:
incomplete user details (First Name,
Last Name, OS Login) - TOP 50
Verifying that network Set NICE_CLS_CALLS_ Background Information:

paths are used by XXXX contains local paths:
When interactions are located on a local
Storage Center True
Storage Center path, NICE Interaction
Management 4.1 cannot playback these
interactions.
In the source system, the path used by
Storage Center Version 8.9 for archived
calls must include the server name of
the computer on which the calls are
archived, whether the calls are archived
locally or on the network. For example,
instead of C:\archive, use
\\server1\archive.

Enabling Delta Migration
Verifying that source Expected result: True Background Information:

server supports delta
Actual result: False When the Delta migration needs to run a
migration to x64 SQL
query on a 32-bit linked server from a
Server
64-bit server, the required procedure is
sp_tables_info_rowset_64. This
procedure is a 64-bit procedure, so it is
not installed on the 32-bit linked server.
The Delta migration cannot run.
Run the instcat.sql script that is
supplied as part of SP4 on the SQL
Server 2000 instance. See Enabling
Delta Migration below.

When performing a Delta migration to NICE Interaction Management with SQL 2005/2008 64-bit, it is
necessary to run the Instcat.sql script on the SQL 2000 server. By default, the Instcat.sql script is located
at the following path:
...\SQL_8.9_autosetup\SQL_2000_auto_setup_8.8_&_8.9\CLS_8.8_&_8.9\8.90.1.0\
Sql2000sp\install
To enable Delta migration:

1. On the SQL 2000 server, complete the following to start the SQL Server Management Studio:
a. From the Start menu, navigate to Start > Programs > Microsoft SQL Server > Query Analyzer.
The Connect to SQL Server window appears.

Figure 21-1: Connect to SQL Server Window
b. In the SQL Server field, enter the IP address or host name of the Version 8.9 SQL Server.
c. In the Connect using area, select SQL Server authentication. By default the Login name is sa, and
the Password is left blank.
d. If the SQL Server authentication was changed from the default, enter the Login name and Password.
e. Click OK.
The SQL Server Management Studio window appears.

Figure 21-2: Connect to SQL Server Window
2. On the SQL 2000 Server, navigate to the Instcat.sql script. By default, it is located at the following
path: ...\SQL_8.9_autosetup\SQL_2000_auto_setup_8.8_&_8.9\CLS_8.8_&_8.9\8.90.1.0\
Sql2000sp\install
3. Do one of the following:
Open the Instcat.sql script, and then copy and paste its contents into the SQL Server
Management Studio window.
Drag the Instcat.sql script, and drop it into the SQL Server Management Studio window.
4. Press F5 to execute this script.

Data Migration Requirements
Data Migration Requirements

This section describes the details and corrective actions for the following data migration requirements:
Site Prerequisite Details and Corrective Actions below
Free Space for Backup Details and Corrective Actions on the facing page
Interaction Prerequisites and Corrective Actions on page916
Site Prerequisite Details and Corrective Actions

This section describes the steps and corrective actions in the Site Prerequisite process.
Figure 21-3: Site Prerequisite Details
Table 21-1:
Site Prerequisite Steps and Corrective Actions
Step Corrective Action for Warning or Error
Verifying the version of the SQL server for the The version of the target SQL server must be
target database SQL 2008. Earlier versions cause an error.
Verifying the version of the source database The source database must be Version 8.9 SP5.

Free Space for Backup Details and Corrective Actions
Table 21-1: Site Prerequisite Steps and Corrective Actions (continued)
Verifying the version of the target database The target database must be NICE Interaction
Management.
Verifying the collation of the source and target Double-click this step to open the message
databases regarding the warning.
Verifying the name of the target SQL server The name of the target SQL server must be valid
and not null.
Stopping SQL Server Agent --
Free Space for Backup Details and Corrective Actions

This section describes the steps and corrective actions in the Free Space for Backup process.
Figure 21-4: Free Space for Backup Details

Interaction Prerequisites and Corrective Actions
Table 21-2:
Free Space for Backup Steps and Corrective Actions
Verifying available free disk space on [defined Double-click this step to open the message
backup folder] to back up databases [nice_ regarding which databases do not have enough
admin, nice_interactions, nice_rule, nice_ available free disk space. The message
storage_center, nice_qa, nice_dw, nice_ indicates the amount of free space that is
reporter]. required and how much is currently available.
1. At the Backup Path, do one of the
following:
Free up more disk space, as
indicated in the message from this
step.
Create a different path.
2. At the default path of the SQL Server, free
up enough space to restore the nice_cls
database, as indicated in the message from
this step.
3. Confirm that there is enough space for the
log file. The required space for the log file is
15% of the database size.
4. Click Repeat to run this verification again.
(The Next button changes to Repeat.)

This section describes the steps and corrective actions in the Interaction Prerequisites process.
If errors occur, after completing the corrective action, click Repeat to run these verifications again. (The
Next button changes to Repeat.)

Figure 21-5: Interaction Prerequisites Details

Table 21-3:
Interaction Prerequisites Details and Corrective Actions
Verifying the free disk space in the Interactions Double-click this step to open the message
database regarding this step. The message indicates the
amount of free space that is required and how
Verifying the free disk space in the Interactions much is currently available.
log Complete the following:
1. Connect to the Microsoft SQL Server.
Verifying the free disk space in the Storage
Center database 2. Navigate to the appropriate database, and
right-click it.
Verifying the free disk space in the Storage 3. Select Properties > Files and increase the
Center log database size to the required amount, as
indicated in the message from this step.
Verifying the free disk space in the Data Mart 4. Confirm that there is enough space for the
database corresponding log file. The required space
for the log file is 15% of the database size.
Verifying the free disk space in the Data Mart
log
Verifying that the Interaction tables are empty Collect logs and send them to your support
representative. See the Maintenance Guide for
Verifying that enough sets exist in the target more information about collecting logs.
database
Verifying that interaction dates are valid

Data Migration
Data Migration
This section describes the details of data migration:
Back Up NICE Databases Details below
Migrate Users Details below
Migrate Interactions Details on the next page
Back Up NICE Databases Details

If errors occur when backing up NICE databases, you can restart the migration process. If the errors
occurred while restoring the databases, you can continue from the database restoration. See Upgrade from
NiceLog System/NiceUniverse 8.9 to Release 4.1. You then make the necessary corrections as identified
in the log files, and start the migration process again.
Migrate Users Details

If errors occur when migrating user details, the migration fails. You collect logs and send them to your
support representative. See the Maintenance Guide for more information about collecting logs. After
identifying the problems, you roll back the databases.See Upgrade from NiceLog System/NiceUniverse
8.9 to Release 4.1. You then make the necessary corrections as identified in the log files, and start the
migration process again.
When warnings occur, the migration succeeds, but there are implications. User Migration Warnings
and Corrective Actions below describes these warnings. When warnings occur, collect logs and send
them to your support representative. See the Maintenance Guide for more information about collecting logs.
Table 21-4: User Migration Warnings and Corrective Actions
Message Occurs when...
Not all user information migrated successfully. The security settings or the user profile did not
migrate.
The default password was applied to some Existing password could not be decrypted or
users. was the same as the users name. (first name,
last name or login name). The default password
is Nice1234. This password must be changed
after the first login.

Migrate Interactions Details
Table 21-4: User Migration Warnings and Corrective Actions (continued)
Message Occurs when...
Some user parameters were changed. First name, last name, or OS login was
missing. In the NICE Interaction
Management database, the last name
given is Migration.
Login name already exists in the NICE
Interaction Management database.
Login name is changed to be unique.
{0} agents identities out of {1} migrated Occurs when some of the agent identities
successfully. Agent identity includes Agent ID (Agent ID or extension) did not migrate. After the
or extension. migration is complete, review the log files and
correct the users in the User Administration
Some agent identities might not have migrated. application.
Migrate Interactions Details

If errors occur when migrating interactions, the migration fails. You collect logs and send them to your
support representative. See the Maintenance Guide for more information about collecting logs. After
identifying the problems, you roll back the databases. See Upgrade from NiceLog System/NiceUniverse

Data Migration Validation
Data Migration Validation

If errors occur when validating data migration, the migration fails. You collect logs and send them to
your support representative. See the Maintenance Guide for more information about collecting logs. After
identifying the problems, you roll back the databases. See Upgrade from NiceLog System/NiceUniverse

22
Database Migration Troubleshooting

22:
This section describes the details and corrective actions for the migration process.
Contents
Data Verification and Corrective Actions 924
Data Migration and Validation Corrective Actions 932

22: Database Migration Troubleshooting
Data Verification and Corrective Actions
Data Verification and Corrective Actions

This section describes the details and corrective actions for the verification stage of the data migration
process:
Site Prerequisite Details and Corrective Actions below
Distributed Transaction Coordinator Service and Corrective Actions on the facing page
SQL Preconditions and Corrective Actions on page926
Free Space for Details and Corrective Actions on page927
Check Preparation Details and Corrective Actions on page929
Data Mart Action Verification and Corrective Actions on page930
Site Prerequisite Details and Corrective Actions

This section describes the steps and corrective actions in the Site Prerequisite process.
Figure 22-1: Site Prerequisite Details

Distributed Transaction Coordinator Service and Corrective Actions
Table 22-1:
Site Prerequisite Steps and Corrective Actions
Stopping SQL Server Agent
Verifying external connections
Verifying the version of the SQL server for the When migrating to a new machine, the version
target database of the target SQL Server must be SQL 2008.
Earlier versions cause an error.
Verifying the version of the source database The source database must be one of the
following, depending on the NICE Perform
release:
NICE Perform Release 3.1 Update
Pack 24 and up
Pack 18 and up
Pack 8 and up
Verifying the version of the target database The target database must be NICEInteraction
Management
Verifying the collation of the source and target Double-click this step to open the message
databases regarding the warning.
Verifying the collation of the Data Mart database
Verifying authentication mode
Saving recovery model
Starting SQL Server Analysis service
Distributed Transaction Coordinator Service and

Corrective Actions
This section describes the steps and corrective actions in the Distributed Transaction Coordinator Service
process.

SQL Preconditions and Corrective Actions
Figure 22-2: Distributed Transaction Coordinator Service
Table 22-2:
Generic Actions Prerequisites and Corrective Actions
DTC service prerequisites The step fails when the service is down.
On the local machine, navigate to the Services
window, and start the Distributed Transaction
Coordinator service.

This section describes the steps and corrective actions in the SQL Preconditions process.

Free Space for Details and Corrective Actions
Figure 22-3: SQL Preconditions
Table 22-3:
Verifying the sqlcmb utility is installed and

activated.
Verifying the NICE Migration Application is

running on the target machine.
Verifying SQL Authentication for defined users. Define the operating system (OS) users that
access the SQL Server.

This section describes the steps and corrective actions in the Free Space for process.

Figure 22-4: Free Space for Details

Check Preparation Details and Corrective Actions
Table 22-4:
Free Space for Steps and Corrective Actions
Verifying available free disk space on [defined Double-click this step to open the message
folder] to back up databases [list of databases] regarding which databases do not have enough
available free disk space. The message
indicates the amount of free space that is
required and how much is currently available.
1. At the Path, do one of the following:
Free up more disk space, as
indicated in the message from this
step.
Create a different path.
2. At the default path of the SQL Server, free
up enough space to restore the NICE
database, as indicated in the message from
this step.
3. Confirm that there is enough space for the
log file. The required space for the log file is
15% of the database size.
Check Preparation Details and Corrective Actions

This section describes the steps and corrective actions in the Check Preparation Condition process.

Data Mart Action Verification and Corrective Actions
Figure 22-5: Check Preparation Details
Table 22-5:
Check Preparation Condition and Corrective Actions
Checking free space to increase database size

This section describes the steps and corrective actions in the Data Mart Action Verification process.

Figure 22-6: Data Mart Action Verification Details
Table 22-6:
Verifying the site is configured for Data Mart In the System Administrator > Data Marts
population branch, configure the Data Mart. See the
System Administrator - Configuration Guide for
more information.

Data Migration and Validation Corrective Actions
Data Migration and Validation Corrective

Actions
This section describes the corrective actions during the data migration and validation stages.
Figure 22-7: Data Migration and Validation Stages
When errors occur during the Back up NICE databases and Restore NICE databases steps, you
restart the migration process.
If errors occur during the Data Migration and Validation stages, the migration fails. You collect logs
and send them to your support representative. See the Maintenance Guide for more information about
collecting logs. After identifying the problems, you roll back the databases. You then make the necessary
corrections as identified in the log files, and start the migration process again.
If warnings occur during the Data Migration stage, the migration succeeds, but there are
implications. Migration Warnings and Corrective Actions on the facing page describes these warnings.

Table 22-7:
Migration Warnings and Corrective Actions
Process Message Occurs when...
Migrate users, privileges and settings Not all user The security settings or the
information user profile did not migrate.
migrated
successfully.
The default Existing password could not be

password was decrypted or was the same as
applied to some the users name. (first name,
users. last name or login name). The
default password is Nice1234.
This password must be
changed after the first login.
Some user First name, last name,

parameters were or OS login was
changed. missing. In the
NICEInteraction
Management database,
the last name given is
Migration.
Login name already
exists in the
NICEInteraction
Management database.
Login name is changed
to be unique.
{0} agents identities Occurs when some of the

out of {1} migrated agent identities (Agent ID or
successfully. Agent extension) did not migrate.
identity includes After the migration is complete,
Agent ID or review the log files and correct
extension. the users in the User
Administration application.
Some agent
identities might not
have migrated.

Table 22-7: Migration Warnings and Corrective Actions (continued)
Process Message Occurs when...
Migrate NBA queries Update The NICE applications are on a

Investigation different machine than the
Settings NICE databases.
Failed to load the
current
Investigations
service
configuration. The
configuration values
will be set to default
values.

23
Troubleshooting with SRT

23:
This section describes the procedure for running the SRT to troubleshoot NICE environments and
networks.
At the end of this procedure, a report will be produced with recommendations for troubleshooting your
system.
Contents
Before you Begin 936
Running the SRT in Troubleshooting Mode 937
Network Analysis Tests 957
Defining Clusters 964

23: Troubleshooting with SRT
Before you Begin
Before you Begin

When you run the SRT in Troubleshooting mode, you will be initiating a new SRT Session. You will not
receive an SRT Session from your NICE Project Team prior to this run.
The SRT must be installed on a server with access to the operational database and to all servers.
Before starting the SRT, have ready the following:
The Hostname and credentials of the server where the databases are installed.
Credentials (username, password, domain) of all servers being tested. The host names of these
servers will be discovered automatically.
It is recommended to also test a sampling of workstations. For example, one workstation set up
for an agent, one workstation set up for a supervisor, and so on. Prepare the hostname and
credentials for each workstation.
Example: If screens are not being recorded as expected, add a workstation that has ScreenAgent
installed.
If the NICE Interaction Management servers are located in a domain environment, the SRT should
be started on a machine from this domain (this is to avoid issues with resolving hostnames).
Names of the user accounts for the NICE services, NICE Administrator and the SQL services, and
the anonymous login for the IIS Server.

Running the SRT in Troubleshooting Mode

The Site Readiness Tool (SRT) can be downloaded from ExtraNICE or from the NICE Software Download
Center. Always download the latest version.
IMPORTANT
You must unzip the Site Readiness Tool folder. Running the SRT from an encrypted file
system folder (EFS) will fail.
If you have recently downloaded the Site Readiness Tool (for Installation, Maintenance, Upgrade, or
Clusters), you do not need to download it again. You can use the same version. In this case, begin with
Step 2.
To download the Site Readiness Tool software:

1. Download the latest SRT as follows:
a. Confirm that your machine meets the requirements to run the SRT.
b. Navigate to the Site Readiness Tool folder on ExtraNICE:
http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B
y%20Tool%20Type.aspx
c. Select the latest Site Readiness Tool zip file.
d. Download and extract the Site Readiness Tool zip file to the designated machine.
2. Open the Site Readiness Tool folder and double-click SRT.exe.
NOTE: If a UAC warning window appears, click Yes to run as Administrator.
The Site Readiness Tool wizard starts.

Figure 23-1: Site Readiness Tool - Welcome Window
3. Click Next.
The Start window appears.

Figure 23-2: Start Window
TIP: To undo changes and return the SRT Session to the state when it was last saved, click Back until
you reach the Start window. Then select Reload Session and click Next.
4. Select Start a new session. Then click Next.
The Company and Customer Point of Contact Information window appears.

Figure 23-3: Company and Customer Point of Contact Information Window
5. The Company and Customer Point of Contact Information appears in the Session Summary Reports.
Complete this information. Then click Next.
The Work Mode window appears.

Figure 23-4: Work Mode Window
WARNING
Do not select New Site mode! Running the SRT in New Site mode while your NICE system
is running may prevent the recording of some interactions.
6. In the Work Mode area, select Troubleshooting.

7. (Optional) To enable the SRT to analyze problems with the customer network environment such as
high latency, low bandwidth and other such tests, select Perform Network Analysis Tests.
Best Practice:
Test all servers and network connections, not only the problem areas. A problem in one area might
manifest itself elsewhere. For example, a problem with the storage server might really be a
communication issue.
8. To troubleshoot a workstation, you must select Perform Network Analysis Tests, you do not have to
actually perform the Network Analysis Tests.
9. In the Operational Database Details area, enter the Hostname of the server where the databases are
installed.
10. Select one of the following:
Current Windows User - The user that is currently logged on to this machine, where the SRT
is running, has permission to connect to the machine where the databases are installed.

Different Windows User - The user that is currently logged on to this machine does not have
permission to connect to the machine where the databases are installed. Enter valid user
credentials.
SQL Authenticate User - Enter the credentials for the sa user.
11. Click Next.
The Environment window appears.
Figure 23-5: Environment Window
In Troubleshooting mode, the Application Package is always Custom.

In order to discover all servers and components, you must define the environment as described in the
following steps.
Best Practice:
Test all servers and network connections, not only the problem areas. A problem in one area might
manifest itself elsewhere. For example, a problem with the storage server might really be a
communication issue.

12. If applicable, select SQL Farm and/or High-End Database.

Figure 23-6: Environment Window - Select SQL Farm
13. If you have a Cluster environment, and/or Multi Data Centers (MDC), in the Clusters and MDC area,
select one or both of the following:
Cluster configuration
MDC configuration
Figure 23-7: Environment Window - Clusters and MDC
14. If you selected Perform Network Analysis Tests, you can add additional servers. Define their
components in the next window.
These servers can also be servers from a different Data Hub. As such, the Network Analysis Tests is
a powerful tool for also testing across different Data Hubs.
Example: Add your Active Directory server to test connections between the Active Directory and
your NICE system.
15. Click Next.
16. If you selected Cluster configuration, then the Clustering window appears. Continue with Defining
Clusters on page964.
The Server & Client Configuration window appears.

Figure 23-8: Server & Client Configuration Window
Each server at your site is discovered and listed. You must enter credentials for each.
17. To enter the same credentials for all servers, do the following:
a. Select the first server in the list and enter User Name and Password.
b. Click Copy Credentials.
a. In the User Name field, enter the name of the administrative user on the machine (server or client
workstation.
Important!
The user you enter must have administrative privileges.
If the target machine user belongs to a domain, use the following syntax:
domain\username
For a workgroup, enter the username, without a prefix.
18. On the Servers tab, click Select All to select all the servers in the list. Then click Test Connectivity.

As part of testing connectivity, the SRT automatically installs and launches the SiteReadiness Tool
Agent (SRTA.exe) on each server in order to perform SRT tests on each server.
TIP: If any of the machines failed connectivity, click the indicator icon to the left of
the the machine name to view connectivity details.
If you make any changes to your system, return to Step 18 and test connectivity
again.
If you cannot resolve the issues, contact your NICE Project Team.
19. Click Next.

The Site Map window appears.

Figure 23-9: Site Map Window
20. The information in this window is read-only. Review the contents. If necessary, you can click Back
and make changes. Then click Next.
The Installation Configuration window appears.
Figure 23-10: Installation Configuration Window

21. To change the location or partition of selected files, do the following:

a. In the User Defined Paths area, select the Type of files and the Server of the new location. Then
click Add.
The Partition Selection window appears.
b. Select a partition and click OK.
The new partition definition appears in the list.
Figure 23-11: User-Defined Paths
22. If there is more than one SQL Server Instance, then in the SQL Server Instances area, the database
name appears. Select the Data Mart SQL Instance from the list.
Figure 23-12: SQL Server Instances

23. Click Next.

The Security window appears.
Figure 23-13: Security Window
24. Default User Names appear for each of the following. If necessary, you can change these names. You
must enter a valid password for each. Note that only applicable services are enabled. If a service is
disabled, you do not need to enter a user name and password.
In a domain environment, the format for User Name is Domain\User Name. Example: domain\johns
In a workgroup environment, the format for User Name is User Name. Example: johns
NICE Services user - The user under which all the NICE components will run. This user is
also used by the relevant components to connect to the Database.
Text Capture user - The user under which all NICE components using text capture will run.
This is often the same as the NICE Services user, in which case, you can select the
checkbox. Text Capture components include Chat, Email, etc.
NICE Administrator login user - The Windows (NT) login used by the system administrator
role to connect to the Database.
SQL Services user - The user under which the SQL Server services will run. If you have a
designated user account for the SQL Services user, enter this designated user account.

Note: In SQL authentication, if you do not have a designated user account for the SQL Services
user, select the SQL Auto Setup creates admin user checkbox. The SQL Auto Setup will create
a designated user for this purpose.
Sentinel Services user - The user under which the Sentinel services will run.
Anonymous logon for IIS Server user - This is applicable for Release 3.2 and 3.5 only, and
only on a Windows 2003 operating system.
Database SQL Credentials - If the site uses SQL authentication, then this field will be
enabled. Enter the credentials for the Database Server.
Data Mart SQL Credentials - If the site uses SQL authentication, then this field will be
enabled. Enter the credentials for the Data Mart Server.
25. Click Validate Credentials.
26. Click Next.
The Recording Integrations window appears.
Figure 23-14: Recording Integrations Window
27. Do not make any changes in this window. Click Next.

The Tests window appears.

Figure 23-15: Tests Window
28. If you are running Network Analysis Tests only, click Next and continue with Network Analysis
Tests on page957.
29.

NOTE: The SRT runs the tests based on the default ports used in the NICE
System. However, in some sites, due to configuration considerations, some of
the port numbers may have been changed. In such cases, you must update the
SRT to use the new port numbers. To update port numbers, do the following:
a. Expand Network Requirements.
b. Scroll down to the relevant row, then double-click the Port number and enter a new
Port number.
c. Press Enter. A Warning window appears. Click OK.
30. To run all tests on all servers, continue with Step 33.
Best Practice:
Best Practice is to always run all tests on all servers. When troubleshooting, one server might seem to
have a problem, when in fact, the root cause of the problem originates on another server, in another
place within your system.
31. To bypass all tests for a server, clear the checkbox for that server.
Figure 23-16: Server Not Being Tested
Example: You do not want to run any tests on the server where NICE Sentinel is installed. Clear
the checkbox next to the this server.
32. To bypass only some tests for a server, click the server in the Servers list, then clear the checkbox for
the tests to be skipped. The checkbox for the server remains selected, since some tests will still be run
for that server.
IMPORTANT! When you bypass some tests, they are bypassed only for the selected server. To
bypass a test for more than one server, select each server separately.

Figure 23-17: Deselect Some Tests
Example: You want to bypass the Partitioning Requirements test for all servers. One at a time,
click a server in the Servers list, then clear the Partitioning Requirements checkbox. If you have 5
servers, you will be doing this 5 times.
33. Click Run Tests. The SRT runs. This process takes several minutes.
The SRT begins running the selected tests. The progress of the tests is displayed in the progress
indicator at the bottom of the window.
Some tests cannot be performed while the NICE system is running. In this case, a warning message
appears.
Figure 23-18: Run Tests - Warning
34. If the Warning message appears, select one of the following options:
Option What will happen
Abort Select this option to abort running all tests.

Option What will happen
Retry Select this option if the user has decided that the system can be stopped.
Before selecting Retry, the user must manually stop ALL of the NICE
Services and SQL services on all of the machines specified in the left
pane (servers and clients).
Selecting this option runs all the SRT tests.
Ignor Select this option if the NICE system cannot be stopped. By selecting this
e option, the SRT will clear the Network Requirements and CTI
Requirements Tests from all of the selected servers so as not to interfere
with recording.
35. After completion, you can access each sub-category to analyze the results.
Figure 23-19: Test Results - View Details
To view details regarding a test, click the arrow to expand the test.
Note: (For Network Requirements tests only) To view additional details on the Network
Requirements tests, after expanding the relevant test, mouse-over the test row.

Figure 23-20: Test Results - View Additional Network Requirements Test Details
36. In addition, for each test within the sub-category, you can also compare the actual results with those
required by NICE Systems. To do this, click Details.
Figure 23-21: Test Results - View Sub-category Details
In some virtual environments, such as VMware, Hyper-V and so on, technical limitations prevent some
tests from returning valid test results. In such cases, the test result status is Warning.
Figure 23-22: Test Results - Warning
After running the tests, you can produce reports of the test results.
37. Click Next.
The Site Readiness Report appears in a standard report window inside the SRT window.

Figure 23-23: Report Results Window
The report is automatically saved in PDF and in Excel format in the same folder as the SRT.exe file:
...\<SRTFiles>\Reports
Figure 23-24: Report Location
NOTE: In PDF or Microsoft Word format, information in collapsed areas will not be accessible. If
you will be using one of these formats, expand the areas that you need, and save the file again. In
Microsoft Excel format, all information is available and links are active.
38. To review reports:
a. In the left-hand pane, expand the tree and navigate to Site Readiness Report > Report
Summary > Test Summary as shown below.
In this part of the report, you have a graphic view of all tests results.

Figure 23-25: Reports Window - Pie Chart
TIP: There are several links on this page and throughout the report. Click a link to drill-down for
more detailed information.
39. Proceed as follows:
If you selected Perform Network Analysis Tests, click Next and continue with Network
Analysis Tests on the facing page.
If you did not select Perform Network Analysis Tests, click Exit to close the SRT.
NOTE: When you Exit the SRT, the following message may appear. Click Yes.

Network Analysis Tests

In Troubleshooting mode, you can also select Network Analysis Tests for additional network tests.
NOTE: Network Analysis Tests are not included in the standard network tests
that are defined in the SRT and that appear in the Tests page.
Network Analysis Tests enable the SRT to analyze problems with the customer network environment such
as high latency, low bandwidth and other such tests.
Example: A customer may be experiencing multiple exceptions related to screen recording.
Normally, performing network tests (such as latency, jitter and packet loss) would require running
various command scripts manually, and would involve changing your physical location from
machine to machine to see the test progress and results.
By using the SRT Network Analysis Tests, these test can be done automatically and from one
geographical location.
Implications on Customer Network:

For the latency, jitter and packet loss results, the SRT executes a standard ping for each selected
link.
This ping is executed at the frequency defined by the user in the Network Analysis Configuration
window (default is 3 seconds).
Notes:
Running the ping test should not load the customer network or cause recording issues.
If ping and/or ICMP is blocked in the network, the customer must remove this blockage for the
SRTAgents on all the target machines to allow this test to run successfully.
For the bandwidth result, the SRT transfers a 30 MB file for the (single) selected link.
This transfer is executed at the frequency defined by the user in the Network Analysis Configuration
window (default is 60 minutes).
To run Network Analysis Tests:

1. Network Analysis Tests are part of the complete SRT Troubleshooting process. To run Networks
Analysis Tests, first complete Running the SRT in Troubleshooting Mode on page937, making
sure to select Perform Network Analysis Tests, in Step 7.
When you click Next in the Reports window or in the Tests window (if you are not also performing
standard system tests), the Network Analysis - Configuration window appears.

Figure 23-26: Network Analysis - Configuration Window
2. To link servers, between which you perform Network Analysis tests, do as follows:
a. In the From list, select a server. The Network Analysis tests will be initiated from this server.
b. In the To list, select one or several servers.
c. Click Add.
The linked servers are added to the Selected links area.
Figure 23-27: Selected Links List
d. To add additional linked servers, repeat steps Step a to Step c as many times as necessary.
e. To view the components installed on a machine in the From or To columns, you must mouse-over
the machine.
3. To remove linked servers, select the linked server, then click Remove.

4. To define tests scheduling of the selected linked servers, in the Selected links area select the link,
then in the Scheduling area, do as follows:
Figure 23-28: Scheduling Area
To determine how often the test will run on the network, enter a value in the field Runevery
<value> seconds. The value you enter determines the network sample interval, for the
latency, jitter and packet loss results.
To determine within a defined timeframe, enter a value (between 24 - 72 hours) in the For
<value> hours fields. This value determines the entire duration of the Network Analysis test.
For Example: Run every 3 seconds for 24 hours.
5. To run bandwidth tests, select the Run bandwidth test checkbox and enter a value to determine how
often the bandwidth test will run.
For Example: Run bandwidth test every 60 minutes.
NOTE:
You can test the bandwidth of only one link at a time.
If you do not select Run bandwidth test, you can create up to 50 linked servers.
Bandwidth test can only run on links with machines which were selected in the
From list are the local machine where SRT runs.
6. To define the tests threshold, in the Threshold area, select Validate threshold.
Defining thresholds is useful when there is a suspicion that the network has connectivity issues that
might result in exceptional jitter, packet loss or bandwidth values.
The user sets the thresholds and the Network Analysis Tests results discover whether and how these
thresholds are crossed.
Figure 23-29: Threshold Area

a. In the Packet loss field, enter a percentage of packet loss.

b. In the Jitter field, enter a value.
c. In the Bandwidth area, enter a value.
d. Click Update threshold. The threshold settings are updated to the selected linked server.
7. Repeat Step 4 through Step 6 above for each additional linked server.
8. Click Next.
The Network Analysis Tests window appears.
Before you run the Network Analysis Tests, you must verify that:
Machine configurations and the Network Analysis scheduling and thresholds are set
correctly. You will not be able to navigate away from this window once you click Run
Tests.
The SRT and the SRTAgent on the target machines are not shut down.
Figure 23-30: Network Analysis Tests Window
9. Click Run Tests to start running network tests on the selected linked servers. The tests will run
according to the scheduling configured in the previous window.

Figure 23-31: Network Analysis Tests Running
Once an hour, the Latest Hourly Network Analysis Results table is updated with latest results.
You will not be able to view results before the hour is complete, although the tests are still
running.
To view a list of each hourly result from the beginning of the testing session, select the relevant
link in the Link Results History drop-down list. The results appear in the Link Results History
table.
If any of the test results crossed one of the thresholds that was set, the result appears in red.
The timer on the progress bar displays the remaining time for the tests.
10. To stop the tests before the scheduled time is complete, click Stop Tests.
11. When the tests are completed, the progress bar has a solid green line. Click Next.
The Report Test Results window appears.

Figure 23-32: Report Test Results Window
In the Report Test Results window, scroll to review the Network Analysis Tests summary,
with details on each linked server.
If any of the test results crossed one of the thresholds that was set, that result appears in red.
Click Detailed Results File to open a CSV file, containing all the test results. You can print
and save the file.
12. Click Exit to close the SRT.

NOTE: When you Exit the SRT, the following message may appear. Click Yes.

Defining Clusters
Defining Clusters
In a Cluster environment, you must define the clusters in the Clustering window.
To define clusters:
1. Complete Running the SRT in Troubleshooting Mode on page937 until Step 16.
The Clustering window appears.
Figure 23-33: Clustering Window
2. To define a cluster, do the following:

a. Click New.
The Add a Cluster area becomes enabled.

Defining Clusters
Figure 23-34: Add a Cluster Area
b. Complete the following information:

Microsoft Cluster Name - The Microsoft Cluster name.
Figure 23-35: Failover Cluster Manager after Cluster Installation - Microsoft Cluster Name
Username - A user with administrative rights on the cluster target machine. In a domain
environment, enter the full domain name. Example: Domain\User
Password - The users password. This field is case-sensitive.
c. Select the Cluster Type:
Local - Both nodes use the same subnet. This requires one virtual IP address.
Multi-Site - Each node uses a different subnet. This requires two virtual IP addresses.

Defining Clusters
d. Click Connect.
e. If the following Warning message appears, click OK.
Figure 23-36: Cluster Warning Message
The cluster is added to the Managed Clusters list.

Figure 23-37: Managed Clusters List
3. To define a component on the cluster, select the Cluster. Then in the Clustered Components area,
click New.
The Clustered Components area become enabled.

Defining Clusters
Figure 23-38: Clustered Components Area
In this section, you supply IP Addresses and Group Names that will be used as resources during
creation of the group cluster. Screenshots show the cluster definition of a Multi-Site cluster.
4. Complete the following information:
Component - Select the component to be installed on the cluster. This should be supplied by
your NICE Project Team.
Group name - A default name appears. You can change this name. This name must be a
unique name within the cluster. The Group Name shown in Figure 23-39 does not appear until
after installation.
Figure 23-39: Failover Cluster Manager after Cluster Installation - Group Name
Group Virtual Name - Enter the name of the client access point in the cluster. The Group
Virtual Name shown in Figure 23-40 does not appear until after installation.

Defining Clusters
Figure 23-40: Failover Cluster Manager after Cluster Installation - Group Virtual Name
Primary node - Select the primary node.

Group Virtual IP - The IP address of the primary subnet. This IP address is being defined now
and must be dedicated for this use. Do not use this IP address for other purposes. The Group
Virtual IP shown in Figure 23-41 does not appear until after installation.
Figure 23-41: Failover Cluster Manager after Cluster Installation - Group Virtual IP
Secondary node - Select the secondary node.

Group secondary virtual IP - In a Multi-Site cluster, this is the IP address of the secondary
subnet. This IP address is being defined now and must be dedicated for this use. Do not use
this IP address for other purposes. The Group Secondary Virtual IP shown in Figure 23-42 does
not appear until after installation.
Figure 23-42: Failover Cluster Manager after Cluster Installation - Group Secondary Virtual IP
5. Click Add.
The component is added to the Components list for the cluster.

Defining Clusters
Figure 23-43: Clustering Window
You must connect to all clusters. In the Managed Clusters list, italics indicate an unconnected
cluster.
6. To add another component to the same cluster, repeat from Step 3.
7. To add another cluster, repeat from Step 2.
8. Click Next.
The Server & Client Configuration window appears.

Defining Clusters
Figure 23-44: Server & Client Configuration Window
Each node at your site is discovered and listed. You must enter credentials for each.
9. Return to Step 17 in Running the SRT in Troubleshooting Mode.

24
SRT Test Results

24:
The SRT performs many different tests that discover site problems/deficiencies, which must be solved prior to the actual NICE installation.
This section lists the recommended actions that you can perform in order to remedy the deficiencies that were discovered while running the SRT
Tests.

24: SRT Test Results
Table 24-1: Recommended Actions for SRT Tests
Test Category Test Name Description Expected Recommended Action Comments

Results in case of failure
Description
Security Security.UserRights Validates user The username Use the Local security
accounts for the for the specified policy (secpol.msc)
specified privilege privilege. and/or the Domain policy
plug-ins to grant
Windows User rights for
the specified user
according to NICE
security permissions
requirements (see the
SRT Expected Results
values).
Security Security.UserAccountControl Validates the value The actual Validate the UAC
for the specified UAC value must be Enabled/Disabled status
policy name equal to the in Windows 2008 User
expected value. Account Control for the
specified user.

Table 24-1: Recommended Actions for SRT Tests (continued)

Description
Security Security.ServiceLogOnAccount Validates the account The actual Use Windows

under which the value must be services.msc plugin to
specified service equal to the set the NICE services'
runs expected value. user accounts according
to NICE security
permissions
values).
Security Security.RegistryPermissions Validates the registry The actual Use Regedit utility to set
key on specified value must be the specified user's
permissions for equal to the Registry settings on
specified user expected value. NICE servers according
to NICE security
permissions
values).


Description
Security Security.NtfsPermissions Validates the The actual Validate that the

NtfsPath on specified value must be specified user's NTFS
permissions for a equal to the permissions on NICE
specified user expected value. servers folders are set
according to NICE
values).


Description
Security Security.LocalGroupMembers Validates that Nice user Use the Local users and
expected users Groups plug-in to add a
belong to the specified user to a
specified group specified User Group
according to NICE
values).
Go to: Computer
Management > Local
Users and Groups >
Groups, for the relevant
group, add the user.
Security Security.SQL.IsNTUserSysadmin Validates that NT Sentinel user The specified user

user is SQL Server should be added in the
Sysadmin SQL Server as a
sysadmin.


Description
SW SW.WindowsComponents.IsInstalled Validates the TRUE Install missing Windows

specified Windows Components.
components installed
Go to: Control Panel >
Add or Remove
Programs > Windows
Components.
SW SW.WinInstaller.Version Validates the The actual Install the Windows

Windows Installer value must be Installer version which
version larger than the meets NICE
min value. requirements (see the
value for this test).
SW SW.WMP.Version Verifies installed The actual Install the Windows

Windows Media value must be Media Player version
Player version larger than the which meets NICE
min value. requirements (see the
SRT expected value for
this test).


Description
SW SW.Service.StartModeAndState Validates a start The actual Use Windows

mode and current value must be services.msc plug-in to
state of the service equal to the check the NICE services
expected value. current state and to set
the NICE services start
mode according to NICE
values).
SW SW.Screen.Resolution Verifies the screen The actual Adjust NICE servers

resolution value must be screen resolution
equal to the according to NICE
expected value. requirements (see the
values).
Go to: Display Properties
> Settings.


Description
SW SW.SQL.TypeVersion Validates the SQL The actual Make sure the installed
Type and Version value must be SQL server edition and
one of the version meet NICE
options in the requirements (see the
list. SRT Expected Results
values).
SW SW.SQL.Server Validates the SQL None N/A Collect only

Server Name test
SW SW.SQL.ConnMethod Validates the SQL None Use the SQL Collect only
Connectivity method Management studio to test
NT Authentication or validate and set the SQL
SQL Authentication connectivity method and
Authentication type
according to NICE
requirements.


Description
SW SW.OS.UpdatesBlackList Updates that should The actual Uninstall the Microsoft

not be installed. value must not KB updates which
be one of the caused the failure (see
options in the the SRT Expected
list. Results values).
Go to:
Control Panel >
Add or Remove
Programs.
In Windows
2008/7 go to
Control Panel >
Windows
Updates >
Installed
Updates.
See the latest Technical
Notes for Microsoft
Security Bulletins in
ExtraNICE


Description
SW SW.OS.Updates Validates the All expected Install the missing

Operating System updates must Microsoft KB updates
updates be installed. (see the SRT Expected
Results values).
See the latest Technical
Notes for Microsoft
Security Bulletins in
ExtraNICE:
In Windows 2008/7 go to
Control Panel >
Windows Updates >
Install Updates.
SW SW.OS.Language Validates the The actual Use the Operating

Operating System value must be System of the specified
language equal to the Language (see the SRT
expected value. Expected Results
values).


Description
SW SW.OS.Locale Regional settings- The actual In the Control Panel, Used

standards and value must be change the Regional currently by
formats equal to the settings- standards and Sentinel
expected value. formats according to the only.
requested value.
SW SW.OS.FullName Collects the full The actual Install one of the

Operating System value must be Operating System
name including one of the versions in the list or use
edition, service pack options in the a different machine with
and platform list. the same Operating
System installed on it.
SW/HW HW.System.VirtualizationCompatibility Verifies whether the The expected Use a different

specified component value must be environment (one that is
supports or does not equal to the one supported by NICE).
support the specified of the actual
virtual environment values.
(HyperV, VMWare
etc.)


Description
SW SW.MDAC.Version Validates that the The actual Install the required

MDAC version is value must be MDAC version.
according to NICE larger than the
requirement (or min value.
newer).
SW SW.IE.Version Validates that the The actual Install the required

Internet Explorer value must be Internet Explorer version.
version is according larger than the
to NICE requirement min value.
(or newer).
SW SW.Features.IsInstalled Validates the All Roles and Use Windows 2008

specified Windows Features must Roles and Features plug-
Features or Roles are pass (be in to add missing Roles
installed installed). and Features (see the
values).


Description
SW SW.DotNet.VersionPlusSP Verifies that the .NET The actual Install the required .NET
Framework version value must be Framework version and
and related SP is larger than the SP.
according to NICE min value.
requirement (or
newer).
SW SW.ApplicationPool.Managed Verifies the .NET The actual Configure the proper

RuntimeVersion Application Pool value must be .NET Framework
managed runtime one of the Version for an
version options in the Application Pool
list.
SW SW.DC.OSVersion Verifies current The actual Install the proper OS.

domain controller value must be
operating system one of the
version options in the
list.
SW SW.FS.CiscoJTAPIFileExists Verifies if The expected Properly install the

CiscoJTAPI file value must be CiscoJTAP.I
exists equal to the
actual value.


Description
SW SW.FS.CiscoJTAPIFolderExists Verifies if The expected Properly install the

CiscoJTAPI folder value must be CiscoJTAPI.
exists equal to the
actual value.
SW SW.FS.FolderExists Verifies if folder The expected Something wrong with

exists value must be the relevant
equal to the configuration. The
actual value possible reason is an
application or component
was not installed
properly.
SW SW.IE.ActiveScripting Verifies the 'Active The expected Configure the 'Active

Scripting' property of value must be Scripting' property in
Internet Explorer equal to the Internet Explorer.
actual value.
SW SW.IIS.DefaultWebSite Verifies that the The expected Configure the default

Default Web Site is value must be web site properly.
called 'Default Web equal to the
Site' actual value.


Description
SW SW.Net.SharedFolders Verifies if network The expected Configure the OS to have

shares exist values must be open administrative
in the list of shares ADMIN$and
actual values. IPC$.
SW SW.NICE.MinimalComponent Verifies minimal The actual If the component version

VersionForUpgrade component version value must be is less than minimal then
supported by NDM not less than first manually upgrade
for upgrade. the min value. the component to the
minimal version.
SW SW.NICE.SentinelInstallationPath Verifies for install The actual The component should

location for Sentinel value must be installed/reinstalled.
exist.
SW SW.NICE.SentinelRulesValidation Verifies for Rules The expected Reconfigure the rules

Validation for value must be accordingly to the list
Sentinel equal to the from the error
actual value. description.
SW SW.OS.NonUnicodePrograms Verifies language for The expected Configure the OS

Language non-Unicode value must be language for non-
programs equal to the Unicode programs.
actual value.


Description
SW SW.Product.IsInstalled Verifies if the The expected Install the product.

specified software values must be
product installed in the list of
actual values.
SW SW.SQL.DatabaseCollation Verifies SQL The expected Configure the SQL

Database collation values must be database collation.
in the list of
actual values.
SW SW.SQL.ServerNameEquals Verifies that The expected Make SQL server name

NetworkName @@SERVERNAME value must be and the network name of
equals the network equal to the the server equal.
name of the server actual value.
SW SW.SQL.ServiceBroker Verifies SQL Server The expected Configure SQL Server to

Service Broker value must be support the
default state for new equal to the ServiceBroker feature.
databases actual value.
SW SW.SQL.SSRS Verifies Reporting The expected Start the service or

Services Web value must be install/reinstall the
Service URL equal to the SSRS.
Accessible actual value.


Description
SW SW.System.Virtualization Gets machine The expected Install/reinstall the

Compatibility virtualization values must be component on the proper
compatibility in the list of virtual environment.
actual values.
Partitioning HW.Partition.Summary Verifies file system, Size x, format Create the partitions
Requirements total disk size, free (FS NTFS) according to the
disk space, RAID specifications of the
array index and level required deployment.
to which a disk
To do this: Right-click
belongs
My Computer > Manage
> Storage > Disk
Management.
Partitioning HW.RemoteSQLPartition. Verifies free disk Size X Create the partitions

Requirements Summary space through the according to the
SQL instance specifications of the
required deployment.
To do this: Right-click
My Computer > Manage
> Storage > Disk
Management.


Description
HW HW.System.FullName Collects machine None N/A Collect only

vendor and model test
HW HW.NIC.Speed Tests the minimal The actual Set the NIC's speed
speed of all NICs value must be according to the
larger than the requirement
min value.
To do this: Adapter's
Properties > General >
Configure > Advanced >
Link Speed & Duplex.
HW HW.NIC.Count The number of NICs The actual Use a machine with the
installed in the value must be required number of NICs,
system larger than the or add NICs to the
min value. machine being tested.
HW HW.NIC.DuplexMode Network Interface Full Set the NIC's Duplex

Duplex Mode Mode according to the
requirement.
To do this: Adapter's
Properties > General >
Configure > Advanced >
Link Speed & Duplex.


Description
HW HW.CPU.CountAndSpeed According to the The following Use a CPU with the

CPU manufacturer, product: required specifications.
tests whether the "Logical CPU
An example for logical
combination of actual units * CPU
CPU units: In a Dual
number of logical speed" of the
CPU Quad Core system,
CPUs and speed actual CPU
there are 8 logical units.
addresses the specifications
minimal must be equal
requirements. or higher to the
same product
of the expected
value,
corresponding
to the
manufacturer.


Description
HW HW.CPU.Misc According to the The actual Use a CPU with the

CPU manufacturer, CPU L2 cache required specifications.
tests whether the size and FSB
combination of actual rate must be
L2 cache size and equal or higher
FSB rate addresses to the same
the minimal specifications
requirements. of the expected
value,
corresponding
to the
manufacturer.
HW HW.CPU.ClockSpeed CPU clock speed, The actual Use a CPU with the
MHz value must be required specifications
larger than the (clock speed).
min value.
HW HW.CdRom.Exists Verifies CD/DVD The expected Install the CD/DVD drive

existence value must be in the machine.
equal to the
actual value.


Description
HW HW.CPU.CoreCount CPU core count The expected Use a CPU with the
value must be required specifications.
less or equal to
the actual
value.
HW HW.CPU.FullName CPU full name None N/A Collect only

test
HW HW.RAM.Size Verifies memory The expected Expand the RAM size on

(RAM) size, GB value must be the machine.
less or equal to
the actual
value.
HW HW.System.InfoCollector Generates file for The expected Verify .NET 4 is installed

Voice Biometrics value must be
license equal to the
actual value.


Description
Communication Test Test communication passed Check firewall

between two sockets settings on both
sides. If the
firewall settings
exist, configure
firewall rules to
allow the required
communication.
Check if a 3rd
Party application
binds the target
port. If it does,
the SRT report
specifies the
application. You
can either change
the
NICEInteraction
Management
component port
or the 3rd Party
application port.


Description
Check for general

communication
limitations, such
as NAT/PAT.
Ask the site
network
administrator to
resolve them.


Description
CTI Connect to PBX Test connection to Connection Verify that the

PBX. Established parameters are
correct.
Check for general
communication
limitations. If
there are any,
ask the site
network
administrator to
resolve them.
If the error is
"validate ext.
Client", check
the client
installation.


Description
CTI Monitor Devices Verify that the PBX Monitor Check that the
accepts a Monitor Succeeded extension is
request. valid.
The device monitor Check that the
test is relevant for the extension is not
following CTIs: blocked. If it is,
contact an
Genesys T-
administrator.
Server
Cisco TAPI
Cisco ICM
Avaya TSAPI
Avaya SMS
Nortel CCMS
Alcatel
TSAPI


Description
CTI Connect to Nortel CCMS RTD SDK Tests the connection Connection Check the client
to the PBX via the Established credentials.
client with the given Check that the
credentials. If the test client is installed.
fails, the test checks
if the client is
installed.
CTI Avaya SMS - Device to IP For each device IP address Verify that the
(extension) verify its input parameters
IP address. are correct.
Contact an
administrator.


Description
CTI Avaya DMCC - Monitor, Register, Intrude Verify that all the Monitor Verify input
devices receive CTI succee parameters.
events, and that it is ded
Verify extensions
possible to intrude to Registe are valid.
the extension. r
succee
ded
Intrude
succee
ded
Monitoring Monitoring.General.Performance Collect Remote The expected The counters should be

Requirements Counter Performance value must be created accordingly to
Counters equal to the the NICE Sentinel:
actual value. Installation and
Configuration Guide.
Monitoring Monitoring.SNMP.Accepted Verifies that SNMP The expected The Accepted

Requirements Community Accepted value must be Community name must
Community name is equal to the be configured on the
well configured actual value. server.


Description
Monitoring Monitoring.SNMP.Compare Verifies that SNMP The expected Align the known IP and
Requirements KnownIPtoSNMPrespondedIP responded IP value must be the responded IP.
address is a known equal to the
machine address actual value.
Monitoring Monitoring.SNMP.ExtensionAgents Verifies that SNMP The expected Configure the SNMP
Requirements Extension Agents are value must be extensions agents.
well configured equal to the
actual value.
Monitoring Monitoring.SNMP.Permitted Verifies that The expected Configure the Permitted

Requirements Managers Permitted Managers value must be Managers list properly.
list is well configured equal to the
actual value
Monitoring Monitoring.SNMP.SNMPget Verifies that SNMP The expected Configure the SNMP
Requirements response is returned value must be Agent properly.
from the SNMP agent equal to the
actual value.


Description
Monitoring Monitoring.SNMP.SNMPservice Verifies that 'Allow The expected Configure the service
Requirements InteractWithDesktop service to interact value must be properly.
with desktop' option equal to the
in SNMP service is actual value.
disabled
Monitoring Monitoring.SNMP.Trap Verifies that SNMP The expected Configure the Trap
Requirements Destination Trap Destination is value must be Destination properly.
well configured equal to the
actual value.

25
TDM Logger Firewall Settings

25:
The following procedure describes how to connect to a TDM Logger from the SRT while the Windows
firewall is enabled.
To enable the Windows Firewall on a TDM Logger:

1. Define ports 8085 and 135 as TCP Ports as follows:
Set the Scope for Any computer
Figure 25-1: Change Scope Window
Verify that File and Printer Sharing are enabled

25: TDM Logger Firewall Settings
Figure 25-2: Windows Firewall Settings
2. Ensure that the user account on SRT machine is a local administrator on the TDM Logger.
NOTE: If the user account on SRT machine is not an administrator on the TDM Logger, but the
user account has Remote Enable permission on the TDM Logger, then the user must also be given
DCOM Remote Launch and Remote Activation privileges on the TDM Logger by running
Dcomcnfg.exe at the command prompt.
3. On the TDM Logger, allow for remote administration as follows:
a. From the Start menu, open the Run window and enter gpedit.msc.
b. Navigate to: Local Computer Policy > Computer Configuration > Administrative Templates
> Network > Network Connections > Windows Firewall.
c. If the Logger is in the domain, then double-click Domain Profile. Otherwise, double-click
Standard Profile.
d. Click Windows Firewall: Allow remote administration exception.
e. From the Action menu, select Properties.
f. Click Enable, and then click OK.
4. Set Local security policy as follows:
a. The Network security setting: LAN Manager authentication level Properties should not be
under the level:
Send NTLMv2 response only\refuse LM & NTLM (all other levels are ok)

b. Verify that the UAC (User Account Control) is configured as described in the Microsoft
Windows 2008/2008 R2 Configuration Guides.

26
Alcatel-Lucent Troubleshooting
26:
This section describes some of the problems that might occur in:
The NICE Interaction Management environment, with possible solutions. Go to page 1006.
The Alcatel-Lucent environment, with solutions including monitoring, testing and debugging tools
which enable you to troubleshoot your site. Go to page 1012.
The Genesys environment, with solutions for further analysis by simulating monitoring, viewing
events and creating log files. Go to page 1023.
Contents
NICE Interaction Management Troubleshooting 1006
Alcatel-Lucent Testing and Debugging Tools 1012
Genesys T-Server Test Tools 1023

26: Alcatel-Lucent Troubleshooting
NICE Interaction Management Troubleshooting
NICE Interaction Management

Troubleshooting
This section describes some of the issues that might occur in the NICE Interaction Management
environment, with their possible solutions.
Failure to Establish Connection to the Alcatel-Lucent

CTI Server
Problem
The driver cannot open a connection to the CTI Server.
Solution
1. Check the physical and network connections.
2. Check whether the Alcatel-Lucent OTS is running.
3. Verify that the connection string is correct
Important!
Verify that the connection string in System Administrator has no leading or trailed space
characters.
4. Verify the connectivity using the Alcatel-Lucent TSAPI Client Tester Tool on page1012.
5. If IP DR Link solution is used, also verify the following:
a. Verify on the PABX that only one client is connected.
b. Verify on the PABX that the client server name is specific.
c. Make sure that during the CTI Interface configuration, the UseDRLink value was changed to Yes.
IP DR Link (VoIP) - Issues And Solutions

Below is a table that lists IP DR Link issues that might occur, with their solutions.

Table 26-1:
Issue Problem Solution
CTI events: Unable to monitor Verify Alcatel licenses:

Extensions/ Extension/Agent ID using the
Lock 130: The value must be set to 1.
Agent ID CSTA client. The following error
Monitoring messages appear: Lock 334: Maximum concurrent IP devices
Issues- recorded.
REQUEST
License INCOMPATIBLE WITH
Issues. OBJECT
OBJECT MONITOR
LIMIT EXCEEDED
Possible causes of the problem:
Alcatel License issue:
No CSTA license.
Too many devices to
monitor.

Table 26-1: IP DR Link (VoIP) - Issues And Solutions (continued)
CTI events: The following error messages Simulate the CSTA monitor using the Alcatel
Extensions/ appear: TSAPI client, as follows:
Agent IDs REQUEST 1. Connect to the server.
Monitoring INCOMPATIBLE WITH
Issues. 2. Send an Escape Register Request (value 11
OBJECT: The station is
for NICE Systems, value 234 for others.)
not supported by CSTA
3. Monitor one IP Touch set.
4. Send an IP request:
The initial IP DR Link
connection setup failed. a. Navigate to: CSTA Application> Voice
Services > Start IP Recording.
b. Click the field.
The Start Ip Recording screen appears.
c. Register the required values in the relevant

fields.
d. Click OK.
Check the result of each action. Should a problem
occur, an error message, for example, Security
Violation, will appear.

Recording Logger does not start properly. Check the MPC configuration:
Request MPC must be launched when VOIP Logger
Issue. starts up.
Check the MPC connection to the OTS:
MPC should connect to the Alcatel switch at
initialization.
Recording Alcatel switch returns an error SECURITY VIOLATION:

Request message to an MPC recording Recording is not authorized on this station.
Issue. request (observer logs in the CTI Check the Record Authorization flag.
Events viewer).
If error occurs at the start-up phase, it
The following error messages means that a DR Link connection already
appear: exists. Stop TSAPI service and restart from
SECURITY VIOLATION scratch.
REQUEST IP recording is not supported for the
INCOMPATIBLE WITH following example reasons:
OBJECT The station is not an IP Touch Series8.
The licenses are not present.
IP recorder is not declared in the
OmniPCX Enterprise database
REQUEST INCOMPATIBLE WITH OBJECT:

Monitor the station.
Support the station by CSTA.
Open the IP DR Link session.
Support IP recording.
Recording No recording is possible, although Network issue: Check firewalls or delay on the
Request no error messages appear. network.
Issue. Exception E12 1702 no audio on
Change the following parameter on the RCM:
request.
Check that audio delay values are between 2500 -
5000.

TDM DR Link - Issues And Solutions
Recording No recording is possible, although Reset all phones!

Request no error messages appear.
Issue.
Exception E12 1702 no
audio on request.
In OmniPCX Enterprise
R8.0, the modification of
this parameter is not
dynamically taken into
account by the devices.
TDM DR Link - Issues And Solutions

Below are TDM DR Link issues that might occur, with their solutions.
General
Important!
NEVER delete the MascMap.Ext file from the configuration directory. This file will not be
regenerated!
No Activity on DR Link
Problem
No activity on the DR Link.
Solution
Do the following:
1. Verify that the logger and Media Provider logs StartForward command succeeded.
2. Check that the correct PCM2 board is connected.
3. Reset the PCM2 board.
4. Unplug and Plug in the PCM2 board.

Cannot Intrude Device
Cannot Intrude Device

Problem
Device out of service.
Device busy.
Solution
For details, see the Alcatel-Lucent OmniPCX Active Integration Guide, Troubleshooting Guide.

Alcatel-Lucent Testing and Debugging Tools
Alcatel-Lucent Testing and Debugging Tools

This section provides monitoring, testing and debugging tools which enable you to troubleshoot your site.
Use the different tools to help you isolate problems.
Alcatel-Lucent TSAPI Client Tester Tool

The main purposes of this tool is to monitor events reported by Alcatel-Lucent OTS to NICE Systems.
Monitoring Events
To monitor events reported by Alcatel-Lucent OTS to NICE Systems:
1. Run the Alcatel-Lucent TSAPI Client Tester tool. From Start > Programs > Alcatel TSAPI, select
cstatst32.exe.
NOTE: Before you can run the cstatst32.exe file, make sure the Alccsta.cfg file is updated. See
the Alcatel-Lucent OmniPCX Active Integration Guide Installation of Alcatel TSAPI Premium
Server.
The CSTA application window appears.
Figure 26-1: CSTA Application Window
2. From the Send Message menu, select Connect Server.

Monitoring Events
The Connect Server window appears.

Figure 26-2: Connect Server Window
Important!
If the Alcatel-Lucent server access is protected by a user name and password, you should
obtain them from an Alcatel-Lucent Engineer, and fill in the user name and password
parameters accordingly.
3. Click OK.
4. From the Options menu, select Enable Events File.
Events are stored in ..\ProgramFiles\Alcatel-Lucent\TSAPI Client\Cstatst32\events.txt.

Monitoring Events
Figure 26-3: CSTA Application - Events File
5. To clear the log file of past events, click Options > Clear Events File.
6. From the Escape/Maintenance menu, select Escape service register request.
Figure 26-4: CSTA Application - Escape Service Register Request
The Escape Service Register Request window appears.

Monitoring Events
Figure 26-5: Escape Service Register Request window
7. In the Service VersionID field, enter the value 11.

8. From the Send Message menu, click Monitor Device to monitor all the Extensions/Agents that are
relevant to the problematic scenarios.
Figure 26-6: CSTA Application - Monitor Device
The Monitor Device window appears.

Simulating an Alcatel-Lucent IP DR Link Connection
Figure 26-7: Monitor Device window
9. In the Device ID field, enter the Device ID and click OK.

10. Simulate the problematic scenario.
11. Attach the events.txt file to the case scenario (located in: ...\Program Files\Alcatel-Lucent\TSAPI
Client\Cstatst32\events.txt).

The main purposes of this tool is to simulate a IP DR Link connection with all related recording requests.
To simulate the IP DR link connection and the recording request:

1. Repeat steps Step 1 through Step 7 from the procedure To monitor events reported by Alcatel-
Lucent OTS to NICE Systems: on page1012.
2. Make a call from a monitored device.
3. From the Voice Services menu, select Start IP Recording.

Figure 26-8: CSTA Application - Start IP Recording
The Start Recording window appears.

Figure 26-9: Start IP Recording Window
4. In the Recorded Device field, enter the Device/Agent ID that you want to record.
5. In the Logger Ip Address field, enter the IP address of the Logger as defined in the PABX.
6. In Port1 and Port2 fields, enter random ports.
7. Click OK.
A positive confirmation appears.
If a problem occurs, a security violation message or other error messages appear. For examples of
error messages, see IP DR Link Connection - CSTA Error Messages below.
IP DR Link Connection - CSTA Error Messages

Below are examples of error messages that may appear:
Security Violation
This message is generated after a Start IP Recording command (recording request).
Origin 1: Recording not authorized on this station (check the Record Authorization flag).
Origin 2: If occurs during the start-up phase, it can mean a DR Link connection already exists (stop
the TSAPI service to restart from scratch).

Simulating an Alcatel-Lucent TDM DR Link Connection
Origin 3: IP recording not supported (the station is not an IP Touch Series 8, the licenses are not
present, and the VoIP Logger IP address is not declared in the OmniPCX Enterprise database).
Request Incomplete With Object
This message is generated after a Start IP recording request command.
Origin 1: The station is not monitored.
Origin 2: The station is not supported by CSTA.
Origin 3: The IP DR Link session is not open (Escape service register request 11).
Origin 4: IP recording is not supported.
Object Monitor Limit Exceeded
This message is generated after a Start Monitoring request command.
Origin 1: The initial setup of IP DR Link connection failed.
Origin 2: Too many devices are being monitored (default value is 1000): return to ACTIS to increase
the value.
PABX Incidents
Thee following incidents can occur (available through incvisu command) if the link between the application
and the OmniPCX disappear (application stops, link problem, and so on):
4018 CSTAINC2_FINISH: the connection is closed (exit received from host)
4029 CSTAINC2-EXIT: CSTA server exit (link problem, critical error, etc...)

The main purposes of this tool is to simulate a TDM DR Link connection with all related recording requests.
To simulate the TDM DR link connection and the recording request:

1. Repeat steps Step 1 through Step 7 from the procedure To monitor events reported by Alcatel-
Lucent OTS to NICE Systems: on page1012.
2. Make a call from a monitored device.
3. From the Voice Services menu, select Start Listening (NICE).

Figure 26-10: CSTA Application - Start Listening (NICE)
The Start Listening (NICE) window appears.

Figure 26-11: Start Listening (NICE) Window
4. In the Listened Device field, enter the Device/Agent ID that which you want to listen.
5. In the PCM Cristal Number field, enter the shelf number.
6. In PCM Coupler Number field, enter the board number.
7. In PCM Time Slot field, enter the DR Link number (between 1-30 as defined in the user declaration).
8. Click OK.
A positive confirmation appears.
If a problem occurs, a security violation message or other error messages appear. For examples of
error messages, see TDM DR Link Connection - CSTA Error Messages below.
TDM DR Link Connection - CSTA Error Messages

Below are examples of error messages that may appear:
Security Violation
This message is generated after a Start Listening (recording request) command.
Origin 1: Recording not authorized on this station (check the Record Authorization flag).
Origin 2: Invalid PCM parameters (check the location of the PCM/Z30 board)

Origin 3: If this occurs at the start-up phase, it can mean a DR Link connection already exists (stop
the TSAPI service to restart from scratch).
Request Incompatible With Object

This message is generated after a Start Listening request command.
Origin 1: The station is not monitored.
Origin 2: The station is not supported by CSTA.
Origin 3: The DR Link session is not open.
Object Monitor Limit Exceeded

This message is generated after a Start Monitoring request command
Origin 1: The initial setup of DR Link connection failed
Origin 2: Too many devices are being monitored (default value is 1000): come back to ACTIS to
increase the value.

Genesys T-Server Test Tools
Genesys T-Server Test Tools

Use the following tools to connect to the Genesys T-Server for further analysis by simulating monitoring,
viewing events and creating log files.
Genesys Support Phone

The Genesys Support Phone is a Genesys simulator that serves as an effective analysis tool enabling you
to connect to the T-Server, monitor stations and view events. You can also view the telephony requests
from the T-Server.
TIP: Since the Soft Phone enables you to see all the events that are reported in
the T-Server (without the NICE Interactions Center), you can use this tool to
analyze whether the Genesys driver is behaving as expected. In addition, use
this tool to observe and test whether the DS-1 extensions can observe properly.
To use the Genesys Support Phone:

1. Double-click the TestPhone.exe file to launch the application. The Genesys Support Phone window
appears.
2. Click the Connection tab.
Figure 26-12: Dynamic Phone - Connection Tab
3. In the Host and Port fields, enter the IP address and port of the T-Server.

4. Click the Register tab.

Figure 26-13: Dynamic Phone - Register Tab
5. In the DN field, enter the device number that you want to monitor and click Register. The device
number is added to the list box in the bottom right corner.
6. To view an event log, click the Log tab.

Figure 26-14: Dynamic Phone - Log Tab
All the T-Server events appear for the monitored device; including the requests from the T-Server, the
responses of the T-Server and the unsolicited events on the monitored devices.
TIP: You can save the log to a file by clicking the tool.
7. To simulate an observation, click the Telephony tab.

Figure 26-15: Dynamic Phone - Telephony Tab
In this tab you can simulate an observation, as follows:

a. In the DN field, enter the DS-1 extension.
b. In the Destination field, enter the observed station.
c. Click Make. A call is simulated.
d. Click the Log tab to view the results of this simulation.
8. To attach business data to the call, click the Data tab.
Figure 26-16: Dynamic Phone - Data Tab
a. Right-click in the User Data list box (in the middle of the tab). The Key Value string window
appears.

Log Builder Application
Figure 26-17: Key Value String Window
b. In the displayed window, enter the user data information and click OK. The User Data is added to
the User Data list box.
c. Click Attach Data.

The Logs Builder application (Genesys Monitor application) connects to the Genesys T-Server and dumps
all the CTI events received from the T-Server into log files.
To install the Logs Builder:

1. Extract the GenesysMonitorApp.zip file into a newly created directory.
2. Check that the following files appear in the directory:
common_md.dll
tlib_md.dll
config.ini
MonitorAppReadMe.txt
GenesysMonitorApp.exe
3. The config.ini file contains the parameters that Logs Builder uses to generate log files. Edit the
parameters as described in the MonitorAppReadMe.txt file.

Figure 26-18: Example of the Config.ini File for Logs Builder
4. Double-click GenesysMonitorApp.exe.
The Command Line window appears and summarizes the parameters by which the logs were built.
Figure 26-19: Logs Builder Command Line
Two files are created in the directory:

CtiText.log: Textual description of the events received by the Logs Builder.
CtiBinary.log: Binary description of the events received by the Logs Builder.

27
Aspect Dialer Troubleshooting

27:
The following are the troubleshooting scenarios and their solutions.
Problem 1
In Aspect Dialer version 6.5 and before, only one connection can be established by the CTI link.
Solution 1
Upgrade to a higher version of Aspect Dialer.
Problem 2
Extension side cannot be recorded when the Aspect CallCenter is not installed in Aspect Dialer and Aspect
CallCenter switch environement.
Solution 2
Install Aspect CallCenter driver.

28
Avaya AACC Troubleshooting

28:
This chapter includes troubleshooting problem scenarios and solution procedures for the Avaya AACC -
AMS SIP recording integration.
TIP:
If you need to send a problem to NICE Customer Support, prepare all the necessary
information.
Contents
Failed to Establish Connection to the AACC (CCT) Server 1032

28: Avaya AACC Troubleshooting
Failed to Establish Connection to the AACC (CCT) Server
Failed to Establish Connection to the AACC

(CCT) Server
Problem
The driver cannot open a connection to the switch.
The following text appears in the Connection Manager log:
ERROR - AvayaCCTWSConnectionLayer | GetUserService - Exception caught:
System.ServiceModel.EndpointNotFoundException: There was no endpoint
listening at http://10.187.104.188:9080/SOAOICCT/services/UserService
that could accept the message. This is often caused by an incorrect
address or SOAP action.qqqqq See InnerException, if present, for more
details. ---> System.Net.WebException: The remote server returned an
error: (404) Not Found.
Solution
Change the AACC port, as the default AACC port 9080 is not available and may be in use by another
resource on the AACC server.
To resolve the problem:

1. Verify that the new port is available.
2. On the AACC server, change the AACC server port to a value other than 9080.
3. Configure the new AACC server port in the CTI Interface Connection parameters Restart the driver.

29
Avaya CVLAN Troubleshooting

29:
This section provides troubleshooting scenarios and their solutions.
TIP: If you need to send a problem to Customer Support at NICE, prepare all
the necessary information.
See Open a Service Request on the next page.
Contents
Checking the Connection Manager Log 1035
Eliminating Missing Login Events 1036
Checking for Unsuccessful Device Monitoring 1041
Configuring CTI Fields (Business Data) 1042
Checking a Connection Problem 1043
Checking Monitor End is Received 1047
Checking ISDN Trunk Alerting Event 1048
Checking the Connection Manager and Driver Connection to the AES 1049
General AES Environment Troubleshooting Tips 1050
Client Cannot Connect to CVLAN Server 1053
CVLAN Dump Utility 1054
Checking for Collisions 1055
CVLAN Errors and System Errors 1056

29: Avaya CVLAN Troubleshooting
Open a Service Request

See Preparing the Open Service Request Procedure Workflow in the Using NICE Testing and Debug
Tools chapter in the Troubleshooting Guide.

Checking the Connection Manager Log
Checking the Connection Manager Log

Locate the error on the Connection Manager Log. This should provide you with an understanding of the error
that occurred. The error is either reported with an associated cause, or as an error number.
See Managing the Connection Manager Monitor in the Using NICE Testing and Debug Tools chapter in the
To locate the error on the Connection Manager log, follow the procedure Using the Log Viewer in the Using
NICE Testing and Debug Tools chapter in the Troubleshooting Guide.

Eliminating Missing Login Events

Problem
Supervisors cannot monitor Agents that are logged into the phone; this is observed by viewing the
tester/maintenance /agent login tables, and checking if the agent is in the tables.
If the agent exists, it means that login event information was sent, but that the application did not receive
the events. That is, the Interactions Center Server did not receive login events from the agent in real-time.
The reason that the Interactions Center Server did not receive login events from the agent in real-time may
be that the ACD number/s was not added to the monitored list of the driver.
Solution
To solve this issue, you need to ensure that the ACD number/s (hunt group extension number/s) are added
to the monitored list of the driver (the driver monitors the ACDs in order to get agent activity events).
NOTE: During startup, when the driver initializes, the driver queries the Call
Server for monitored devices. For each device that is currently logged in to the
switch, the driver creates a Login event. The driver sends these Login events to
the Call Server. There are no corresponding Logout events for these Login
events. This is the normal behavior of the driver.
To monitor and configure the ACD (hunt) number:

1. In the Organization tree, navigate to CTI Integrations > Drivers, and select the relevant Avaya CM
driver.
The selected Drivers details appear, showing the General tab details as default.

Figure 29-1: Driver - General Tab

The Attach CTI Interfaces area is displayed.
Figure 29-2: Driver - Interfaces Tab
3. In the Attach CTI Interfaces area, select the relevant CTI Interface check box for the Driver you want
to define/edit.
NOTE:
When you select the checkbox for the CTI Interface, the checkbox for the
corresponding Connection Manager automatically becomes selected as well.
You cannot select the checkbox of the Connection Manager by itself.
4. Double-click the relevant interface.
Select the relevant interface and click Configure.

The Driver - Interface Configuration window appears.

5. Expand Monitor Devices.

The Monitor Devices area becomes available.

Figure 29-4: Monitor Devices Window
6. Select the ACD number from the list of Available Devices, and using the arrows, move it to the
Monitored Devices area.
7. Click OK.
8. In the Attach CTI Interfaces area, click Save.

Missing VDN Information in Database

Problem:
In the nice interactions database, the VDN column remains empty.
Solution:
1. Add the VDN number to the monitored devices list.
2. Check if the VDN information is reported in the CalledDevice or LastRedirection field.
To do this:
1. To add the VDN number to the monitored devices list:
a. Verify that you are working in Technician mode: From the Settings menu, select Technician
Mode.
b. In System Administrator, in the Organization tree, under Master Site > CTI Integrations, expand
CTI Interfaces.
c. Select the relevant CTI Interface, and click the Devices tab.
d. Expand the Available Devices area, and click Add.
e. Add the VDN number.
f. Click OK and Save.
2. Check if the VDN information is reported in the Called Device field in the Delivered or Established
events:
Run NICE SPY and check for the fields in the delivered or start events.

Checking for Unsuccessful Device Monitoring
Checking for Unsuccessful Device

Monitoring
A device was not monitored successfully.
1. Check the switch connectivity (see Checking a Connection Problem on page1043).
2. Locate the error on the Connection Manager Log (see Checking the Connection Manager Log on
page1035).
3. Check that there are no other processes (other CTI Servers or applications) monitoring the device, by
asking the customer if they are running other applications.
4. Check that the device status on the switch is in-service.
Figure 29-6: Device Monitoring - General Status

Configuring CTI Fields (Business Data)
Configuring CTI Fields (Business Data)

You customize your sites database by including CTI data that is available from your switch and is not
automatically entered into the NICE Interactions Center.
In the System Administrator, you define a new data field (Reserved Column) for the additional CTI data you
want to include. You then map each Reserved Column to a corresponding Optional ID, according to the
size (bytes) of the CTI data from the switch.

Checking a Connection Problem

If Avaya CVLAN has a connection problem it may be due to a change on the switch. You will need to check
for an Avaya CVLAN client software version problem (see the IntegrationsDescriptionDocument (IDD).
To check a connection problem:

1. Restart the AES twice. If the driver log shows a CVLAN client version mismatch, install the correct
Avaya CVLAN client software version (see the Switch-Side Preparation Guide).
2. Restart the Interactions Center.
4. Check if the CVLAN interfaces and CVLAN clients that are configured on the AES server exist. To do
this:
a. In the OAM, go to CTI Admin on AES Server > Administration > CTI Link Admin > CVLAN
Links.
Figure 29-7: Avaya CVLAN Links
b. Select the required CTI link and click Edit Client.

Figure 29-8: Avaya CVLAN - Edit Clients
c. Verify that the clients exist.

5. Check the ASAI-IP link. To do this, go to the ACM and run the command status aesvcs cti.

Figure 29-9: Avaya AES Status - CTI Link
6. Verify that the AES is communicating with the switch. To do this:

a. In the OAM, navigate to Status and Control > Switch Conn Summary.
b. Verify that the Conn Status is Talking.
7. Verify that the CVLAN link is communicating. To do this:
a. Click Per Service Connection Details.
b. Check that the Connection State for the link is Talking.
8. Verify that the IP address of the AES for client connectivity is defined (the IP address of one network
card).
The client connectivity cannot be defined as Any (meaning any network card). CVLAN does not
support the option Any.
To do this:
a. In the OAM, navigate to Administration > Local IP.
b. Check Client Connectivity.
NOTE: When a site is configured with two separate NIC, the two IP addresses
could appear here. One IP is configured to reside on the NIC designated for the
Switch connection and the other IP is configured to reside on the NIC designated
for the Client connection. Ensure that you select the correct IP address.
9. Verify host connectivity. To do this:

a. In the OAM, navigate to Utilities > Ping Host.

b. In the Host/IP field, enter the IP address of the C-LAN board, and click Ping.
If the ping is successful, the system displays a message indicating a packet size and packet
count.
10. Locate the error on the Connection Manager Log (see Checking the Connection Manager Log on
page1035).
This should provide you with an understanding of the error that occurred. The error is either reported
with an associated cause or as an error number.

Checking Monitor End is Received
Checking Monitor End is Received

Problem:
The Monitor End event is received in the NMS when the CVLAN Interface configured on the AES server
cannot receive events for a specific device (Event Monitor End Received). This usually indicates that a
device was deleted in the switch or a CVLAN Interface configured on the AES server failure occurred.
Solution:
1. Check the device configuration in the switch.
2. Check that the CVLAN Interface configured on the AES server is running. To do this:
b. Click Per Service Connection Details.
c. Check that the Connection State for the link is Talking.

Checking ISDN Trunk Alerting Event
Checking ISDN Trunk Alerting Event

Problem:
A trunk with PRI facility (ISDN Trunk), the Alerting Event will contain (#####).
Solution:
Once the call is connected, the value can be updated if the trunk or facility is properly administered.

Checking the Connection Manager and Driver Connection to the AES
Checking the Connection Manager and

Driver Connection to the AES
Problem:
NICE Connection Manager failed to open a connection to the Avaya CVLAN server.
Solution:
The CVLAN Client IP is configured on the CVLAN server. Therefore, if trying to connect via the DHCP IP,
the server will not accept the client.
1. To resolve this, the client must use the static IP address to connect to the server.
2. In the event that the Connection Manager has more than one NIC card, the static IP network card must
be set as the default network card.

General AES Environment Troubleshooting Tips
General AES Environment Troubleshooting

Tips
In an AES environment, verify the following details when troubleshooting communication problems.
1. Verify the AES version in the site. See the Integrations Description Document (IDD).
2. Verify that the AES is communicating with the switch.
b. In the Conn State column, verify that the switch status shows Talking.
Figure 29-10: OAM: Switch Connections Summary
3. Verify that the CVLAN link is communicating.
a. Click . The Per Service Connection

Details appear.

Figure 29-11: OAM: Per Service Connections Details
4. Verify that the IP address of the AES for client connectivity is defined (the IP address of one network
card). The client connectivity cannot be defined as Any (meaning any network card). CVLAN does not
support the option Any.
Figure 29-12: OAM: Local IP
could appear here. One IP address is configured to reside on the NIC
designated for the Switch connection and the other IP address is configured to
reside on the NIC designated for the Client connection. Ensure that you select
the correct IP address.

5. Verify host connectivity as follows:

a. From the menu bar, click Ping host. The Ping Host/IP page appears.
Figure 29-13: Avaya OAM - Ping Host/IP Page
b. In the Host/IP field, type the IP address of the CLAN board and click Ping. If the ping is
successful, the system displays a message indicating a packet size and packet count.

Client Cannot Connect to CVLAN Server
Client Cannot Connect to CVLAN Server

Verify that the IP address of the CVLAN for client connectivity is defined (the IP address of one
network card). The client connectivity cannot be defined as Any (meaning any network card).
CVLAN does not support Any.
could appear here. One IP address is configured to reside on the NIC
designated for the Switch connection and the other IP address is configured to
reside on the NIC designated for the Client connection. Ensure that you select
the correct IP address.
Figure29-1 OAM: Local IP

CVLAN Dump Utility
CVLAN Dump Utility

The CVLAN Dump Utility saves the output from the CVLAN Interface and is used to check the server
connection as well as specific information flows. The utility should only be used for a few devices.
Prerequisites
Before running the CVLAN Dump Utility, verify:
CVLAN Client version 4.2.2 is installed.
The IP address of the machine where the CVLAN Dump Utility is running, is registered on the AES
server.
To use the CVLAN Dump Utility:

1. In the command line, enter the following commands:
CVLanDumpUtility.exe -i <CVLAN Server IP address> -p <CVLAN Server port
number> -s <CVLAN signal> -f <device file name>
(<device file name> where the file contains the devices that should be monitored by the utility)
Example:
CVLanDumpUtility.exe i 100.99.99.1 -p 9999 s signal01 f
devices.txt
Where:
2. Press Enter.
The CVLAN Dump Utility connects to a non-secure connection for port number 9999, and a secure
connection for any other port number, that is defined in the Avaya switch.
The CVLAN Dump Utility creates 3 files in the local directory:
CtiText.log: Text file containing the CVLAN outputs.
CtiBinary.log: Binary file containing the CVLAN outputs.
ApplicationLog.log: CVLAN Dump Utility outputs.

Checking for Collisions
Checking for Collisions

If Avaya CVLAN is experiencing collisions in the network, this may be caused by the DLG board using 100
Half and not 100 Full.
To check for collisions:

1. Verify that the board on the Interactions Center is not generating any errors and is connecting at 100
Full.
2. Ask Avaya to force the DLG board in the switch to 100 Full.

CVLAN Errors and System Errors
CVLAN Errors and System Errors

This section describes CVLAN errors. In addition, in case of a CVLAN error NICE supplies the system
error as well (for example, operation system errors).
Example:
In case of CVLAN error following information will be displayed by the LogManager:
Error - CAvayaCVLanCTILink::Poll - Failed to polling events from switch. (asai_rcv return value is -1).
CVLan error is -12, ERRNO value is: No error, Terminate link...
CVLAN Errors
CVLAN Error Value Description
C_NOENT -1 No such file or directory. This value is set when

the file passed to asai_open() does not exist. This
will also be returned by CVLAN, when the
machine name cannot be found.
C_BADCHAR -2 Unknown or improper context for a characteristic.

This value is set when an invalid characteristic is
passed to either
asai_set_env() or asai_get_env().
C_BADCHARVAL -3 Characteristics value is invalid. This value is set

when asai_set_env() is passed an invalid
number of servers, or a bad type of server.
C_BADCLUSTID -4 The Cluster_ID (also known as sao_id) is invalid

for the given stream. This value is set when
asai_send() is passed an initiating request
with an ID that matches an existing SAO, or when
it passes a noninitiating request with an ID that
matches no existing SAO.
C_BADFD -5 File descriptor was not returned by asai_open()or

has already been closed. This value is set when
the file descriptor passed to asai_close(),
asai_get_env(), asai_rcv(),
asai_send(), or asai_set_env() is invalid
possibly because it had been closed previously.

CVLAN Errors
C_BADFLOW -6 Communications are flow controlled. This value is

set in asai_rcv() if there was no message
pending when it was called and the stream was
opened in no-delay mode. Also, asai_send()
will set this value when it cannot send a message.
C_BADFLAG -7 An invalid value was given for the asai_open() flags
C_SYSER -8 ASAI service error. This error is set in asai_

close(), asai_rcv(), and in asai_errval()
whenever an error is
detected in the operation of the ASAI Application
Entity.
C_SERVEX -9 Service is being provided by another application.

This error is set in asai_set_env() whenever
it has been passed a service that another
Application Process is already providing.
C_BADNODE -10 Node is not available. This error is set in asai_

set_env() whenever it has been passed a
Node ID that has no communication path.
C_INTR -11 A system call was interrupted by a signal. This

error is set in all ASAI functions whenever an
external event causes a function to return before
the operation requested could be performed.
C_OSER -12 A system call failed. This error is set in all ASAI
functions whenever a failure in the operating
system causes a function to return before the
operation requested could be performed
C_BADMSG -13 A corrupt message was received on the given

stream. This error is set in asai_send() and
asai_rcv()
whenever a malformed message was read from a
stream. It is recommended that the stream be
closed as soon as possible.

CVLAN Errors
C_BADLNG -14 The send or receive buffer is too small for the
capability. This error is set in asai_send() and
asai_rcv()
whenever the buffer size passed is too small. The
same message will be returned by the next asai_
rcv().
C_UNCAP -15 Cannot send an unknown capability. This error is

set in asai_send() whenever an invalid
capability is found in the user buffer.
C_BADPMATCH -16 The request has a missing or invalid matching

parameter. This error is set in asai_send() and
asai_rcv()
whenever a mandatory parameter is missing or
when two parameters are used inconsistently. For
example, the values in the capability and primitive
type parameters must match; an initiating
capability with an acknowledgment type is an
error. When returned by asai_rcv(), this error
indicates that a message has been lost.
C_BADVALUE -17 The request has an invalid parameter. This error is

set in asai_send() whenever a parameter has
an invalid value. Typically, this will result from
using a definition not meant for the parameter
being set.
C_TOOBIG -18 A variable length field pointed to by a parameter

was too big. This error is set in asai_send()
whenever the user request cannot be sent
because of protocol limitations. This may be the
result of using variable length strings such as
extensions that contain too many characters.
C_ACTIVE -19 The stream has active associations. This error is

set in asai_set_env() whenever an attempt to
change the Node ID cannot be performed because
currently SAOs exist.

System Errors
C_INVALID_CLIENT -20 This error is returned by a CVLAN server, when a

client cannot be validated, that is, its IP address is
not administered on the MAPD.
C_LINKDOWN -21 This error is returned by a CVLAN server to notify

the application that the ASAI has been taken out of
service by the administrator.
C_NOTCVLAN -22
C_NOPERM -23 This error is set in asai_send() whenever the

application is not allowed to send this
message.Or asai_set_env() whenever Client
does not have permission to be heartbeat server
C_SSL_INIT_FAILED -24
C_SSL_CONNECT_FAILED -25
C_SSL_FQDN_MISMATCH -26
System Errors
Constant System Error Message Value
EPERM Operation not permitted 1
ENOENT No such file or directory 2
ESRCH No such process 3
EINTR Interrupted function 4
EIO I/O error 5
ENXIO No such device or address 6
E2BIG Argument list too long 7
ENOEXEC Exec format error 8

System Errors
EBADF Bad file number 9
ECHILD No spawned processes 10
EAGAIN No more processes or not enough memory or maximum nesting 11

level reached
ENOMEM Not enough memory 12
EACCES Permission denied 13
EFAULT Bad address 14
EBUSY Device or resource busy 16
EEXIST File exists 17
EXDEV Cross-device link 18
ENODEV No such device 19
ENOTDIR Not a directory 20
EISDIR Is a directory 21
EINVAL Invalid argument 22
ENFILE Too many files open in system 23
EMFILE Too many open files 24
ENOTTY Inappropriate I/O control operation 25
EFBIG File too large 27
ENOSPC No space left on device 28
ESPIPE Invalid seek 29
EROFS Read-only file system 30
EMLINK Too many links 31
EPIPE Broken pipe 32
EDOM Math argument 33

System Errors
ERANGE Result too large 34
EDEADLK Resource deadlock would occur 36
EDEADLOCK Same as EDEADLK for compatibility with older Microsoft C 36

versions
ENAMETOOLONG Filename too long 38
ENOLCK No locks available 39
ENOSYS Function not supported 40
ENOTEMPTY Directory not empty 41
EILSEQ Illegal byte sequence 42
STRUNCATE String was truncated 80


any options. DO NOT use text wrap as this will corrupt your configuration file.
In any event, any change of configuration files should be done only in consultation with NICE
Support!!!!
See Setting Up the Events Spy in the Using NICE Testing and Debug Tools chapter in this
guide for more detailed information on NICE Testing and Debugging Tools.

30
Avaya DMCC Troubleshooting

30:
This section describes troubleshooting guidelines for identifying problems at the site.
Contents
Avaya DMCC Dashboard Simulation 1064
DMCC Dashboard Troubleshooting 1075
General Solutions 1076
Register Failure Error Codes (DMCC) 1078

30: Avaya DMCC Troubleshooting
Avaya DMCC Dashboard Simulation
Avaya DMCC Dashboard Simulation

The Avaya DMCC Dashboard enables you to simulate the processes that the NICE DMCC driver is
required to perform. This tool is important for debugging and troubleshooting. If this tool fails to do any
operations, the NICE DMCC driver will probably fail as well. In addition, this tool can facilitate in identifying
issues in either the Avaya or the NICE side.
The Avaya DMCC Dashboard simulates the following processes:
Starting an application session
Getting a device ID for a virtual extension
Monitoring a virtual extension
Registering a virtual extension (Terminal)
Performing Observation
NOTE: The Avaya Dashboard described in this section is a pre-GA version,

therefore, its user interface may change in the future.
Starting a DMCC Dashboard Application Session

Opening a DMCC Dashboard Session
To open a DMCC Dashboard session:

1. Open the DMCC Dashboard.

Figure 30-1: DMCC Dashboard
2. Hold your mouse over the Start Application Session button. All Start Application Session mandatory
fields appear highlighted in blue.
TIP: Holding the mouse over any action button will highlight its relevant
mandatory fields.
See Figure 30-2.

Figure 30-2: DMCC Dashboard - Start Application Session
3. Define mandatory fields as follows:
DMCC IP Enter the AES IP address.

DMCC Socket For a secure connection, define 4722.
For an unsecure connection, define 4721.
NOTE: Port 4722 is the default port available on the AES. If you
need to work in unsecured mode, port 4721 must be opened in
the AES.
Secure Socket Mark this option, only if you selected port 4722 in the DMCC Socket
field.
DMCC login Enter the AES user name.
DMCC Password Enter the AES password for the defined user name.
Session Name Leave the default value.
Session Duration Leave the default value.

Validating the Session
Requested Virtual extensions: Select 3.1.

Protocol Multiple Registration: Select 4.1.
4. Click Start Application Session.

5. Proceed to Validating the Session below.
Validating the Session

You can validate whether an application session opened successfully by checking the following fields:
Session Ids
XML To/From DMCC
Events
A Successful Session
A successful session is indicated when these fields display the following values:
Session Ids A session ID is displayed.
XML To/From Incoming XML from the DMCC server with

DMCC StartApplicationSessionPosRespopns and with a session Id are
displayed.
Events Start Application Session Response with the session ID is displayed.
A Failed Session
A failed session is indicated when these fields display the following values:
Session Ids
XML To/From Incoming XML from DMCC displays

DMCC StartApplicationSessionNegResponse, indicating that the open session
failed.
The XML content contains the reason for the session creation failure.
Events Start Application Session Response with the session Id.
Getting the Device ID

Holding your mouse over Get Dev. ID highlights the relevant mandatory fields for getting the device ID.

Validating Getting the Device Id
Figure 30-3: DMCC Dashboard - Get the Device ID
The mandatory fields are:
Extension Virtual extension: Enter a virtual extension.

Multiple Registration: Enter an observed extension.
Switch Name Enter the symbolic name.
IMPORTANT
Leave the Switch IP Interface field blank!
To get the device ID:

1. Enter values, as described above, in the mandatory fields.
2. Click Get Dev. ID.

The Device Ids and XML To/From DMCC fields indicate whether you succeeded in getting the device Ids.

Success in Getting the Device Id

Success in getting the device Id is indicated when these fields show the following:
Device Ids A string displaying information about the defined device.

XML To/From DMCC Incoming XML from DMCC with GetDeviceIdResponse with the
successfully created device Id for that virtual extension.
Events The get device id response displaying the device Id.
TIP: The device Id format is as follows:

Extension:SymbolicName:CLanIP
Example:
Virtual extension: 43424
Symbolic/Switch name: Avaya4MS1
The CLAN: 192.168.241.64
The device Id will look like this: 43424:Avaya4MS1:192.168.241.64:0
Failure in Getting the Device Id

Failure in getting the device Id is indicated when these fields show the following:
Device Ids No information is displayed.

XML To/From DMCC There is an exception in the XML To/From DMCC field, indicating a
failure in getting a device Id for that virtual extension.
Events An exception is displayed.
TIP: To review the failure description: Check the XML received from the DMCC
server under the message tag at the beginning of the exception XML.

Using Monitor
Using Monitor
Starting Monitor
Holding the mouse over Start Monitors highlights all the Monitor virtual extension mandatory fields in light
blue.
Figure 30-4: DMCC Dashboard - Start Monitors
Phone/Media/Call Leave default events.

Information Events
Device Id Virtual extension: Select a virtual extension.

Multiple Registration: Select an observed extension.
To start Monitor:
1. In the Device Ids field, select a virtual extension.
2. Click Start Monitors.

Validating Monitor
Validating Monitor
Success in Monitoring Virtual Extensions
Success in validating monitor is indicated when these fields show the following:
Monitor Ids Three (3) monitor keys are displayed for the same virtual extension
for Device, Media, and Call Information.
XML To/From DMCC An incoming MonitorStartResponse XML from DMCC with the
monitor key is displayed.
Events Three (3) Start Monitor Response messages from the DMCC are
displayed.
Failure to Monitor Virtual Extensions

Failure to monitor is indicated when these fields show the following:
Monitor Ids No monitor keys are displayed for the defined virtual extension.
XML To/From DMCC An incoming XML exception from the DMCC server is displayed.
Events An exception is displayed.
Registering a Terminal
Holding the mouse over Register Terminal highlights all the mandatory fields for registering a terminal in
light blue.

Registering a Terminal
Figure 30-5: DMCC Dashboard - Register Terminal
Password Enter the password of the virtual extension (usually 1234).

Force Login Leave the default value.
Media Control Select Client Mode.
Codec Select the supported codec.
Device Id Select a virtual extension.
RTP IP Addr Enter the IP address of the computer to which you need to send the
RTP.
RTP Port Enter the port of the computer to which you need to send the RTP.
RTCP IP Addr Enter the same IP address as the RTP IP address.
RTCP port Enter the same port number as the RTP Port.
Dependency Mode Enter Dependent.
(Multiple Registration
only)

Validating the Terminal Registration
To register a terminal
1. Enter values, as described above, in the mandatory fields.
2. Click Register Terminal.
Validating the Terminal Registration

When validating the terminal, see the relevant procedure:
Successful Terminal Registration
Failed Terminal Registration
Successful Terminal Registration

When the terminal registration succeeds, the following occurs:
1. A Register Terminal Response XML message from the DMCC server is displayed in the XML To/From
DMCC field.
2. A Register Terminal Response XML message from the DMCC server is displayed in the Events field.
3. Events from the registered virtual extension will arrive. The events are displayed in the Events and
XML To/From DMCC fields.
WARNING!
Make sure you didnt get an exception XML message in the Events or XML To/From DMCC
fields.
Failed Terminal Registration

If the terminal registration fails, the following occurs:
1. The Register Terminal Response XML from the DMCC server displays registration failure messages in
the XML To/From DMCC field.
2. The Events field displays the reason for the registration failure.
3. The Register Terminal button remains enabled.
4. Events from this terminal will not arrive.
Service Observation
After you successfully complete Registering a Terminal on page1071, you can simulate Service
Observation.
To simulate Service Observation:

1. In the number pad, enter the following:

Service Observation
The observation code

The number of the extension which you want to perform Service Observation.
NOTE: To stop Service Observation, click On Hook.
Example:
The observation code is *19 and you want to observe extension 43022.
To simulate Service Observation, after completing registration, in the number pad, press
*1943022.
The RTP stream will arrive to the defined IP address and Port that you defined previously in
the RTP IP Addr. and Port fields during the registration process.
TIP: There exist several RTP applications that can capture and play back RTP
back in the local computer, for example, RTPTester and JMStudio.

DMCC Dashboard Troubleshooting
DMCC Dashboard Troubleshooting

Problem 1: Registration Reject reason: resourceUnavailable
When trying to register a terminal, the following exception is displayed:
Registration Reject reason: resourceUnavailable
Shared control denied because the DCP phone is out of service
Solution
Before clicking the Register Terminal button, the correct Media Control mode may not have been
selected. To properly highlight Client Mode in blue, it must be clicked with the mouse.
Problem 2: Certain fields cannot be edited because they are grayed out.
Solution
Clear the Auto enable/disable fields in the top center of the DMCC Dashboard application.

General Solutions
General Solutions
Problem Description Solution
Virtual The virtual extension/Multiple Check the error code reported by the
extension/Multiple Registration device failed to Register Failure response in the
Registration device register. Connection Manager. For a list of errors
registration failure and their descriptions, see Register
with a generated Failure Error Codes (DMCC) on
error. page1078.
Connection failure The Connection Manager fails The AES network card configuration is
to connect to the Avaya defined as Any. To enable the system, a
DMCC Service on AES. specific AES network card must be
defined.
Virtual extension The virtual extensions fail to This could be due to one of the following
registration failure register. problems:
The AES firewall may be enabled
and therefore blocking the DMCC
registration requests from
reaching the C-LAN. You need to
disable the firewall or open the
relevant ports.
The symbolic name was not
configured correctly.
The IP port configuration on AES
is set to Any instead of ETH +
AES IP.

General Solutions
Single Step The virtual extension registers This is due to one of the following:
Conference failure successfully. The virtual extensions on AES
Service Observation is may not be defined in the same
performed as a test and this group as the actual extensions. In
succeeds. Single Step Conference, the
virtual extensions on AES must
be defined in the same group as
the extensions that are observed
via Single Step Conference.
The TSAPI service and/or TSAPI
licenses are not enabled on AES.
These licenses are required for
DMCC SSC, regardless of CTI
connectivity.
Single Step The Unexpected CSTA error Make sure that the Auto Exclusion setting
Conference failure code: 18 for the SSC request is cleared for all observed extensions.
appears.

Register Failure Error Codes (DMCC)

This section provides a list of error codes with a brief description of each. Use this table to troubleshoot
your system.
Table 30-1:
Error Error Name Description

Code
3000 INCORRENT_PASSWD_LOGIN Indicates that a bad password/DeviceID

combination was sent in the register request.
3001 INVALID_EXTENSION Indicates if a non-existent extension on the

switch was specified.
3002 EXTENSION_IN_USE Indicates that a the phone/extension is already

registered on the switch and the ForceLogin
option was set to False. ForceLogin allows a
phone/extension to be registered even if it is
already registered.
3003 LIMIT_OF_CMAPI_PHONES_REACHED Indicates that the limit of allowed CMAPI

(DMCC) softphones has been reached.
Contact Avaya to purchase more IP_API
licenses.
3004 LIMIT_OF_IP_PHONE_LICENSES_ Indicates that the limit of allowed IP phones

REACHED has been reached. Contact Avaya to purchase
more IP_API licenses.
3005 CMAPI_NOT_LICENSED_ON_SWITCH Appears if the license file indicates that no IP_

API licenses have been purchased. Contact
Avaya for a new license.
3006 STATION_911SETTINGS_INVALID Indicates that the 911 registration parameters

did not match the 911 settings of the station on
the switch.
3007 NOT_SOFTPHONE_ENABLED Indicates that the station administration for the

specified extension is not valid for softphone
use. Only certain set types are supported and
they must be softphone enabled.

Error Error Name Description

Code
3008 SHARED_CONTROL_NOT_SUPPORTED Indicates that the shared control device is not

DCP nor an IP phone with a speaker.
3009 SHARED_CNTRL_INVALID_EXTENSION Indicates that the shared control device is out

of service.
3010 ACCESS_CODE_INVALID Indicates that the device access code is

incorrect.
3011 CALL_NOT_PRESENT Indicates that the call is not present on the

switch, but is on device.
3012 INVALID_STATE Indicates that the device is in the wrong state.
3013 INVALID_TERMINAL Indicates that the device is an invalid terminal

type.
3014 RESOURCE_UNAVAILABLE Indicates that the resources are too busy, or

reached their limit.
EXAMPLE:
Below is sample code from the Connection Manager with error code 3014:
________________________________________
04/01/10 17:31:06.653 | DEBUG | 12D4 | AvayaCMAPICTILink # 0 | Received message: InvokeID 119 -

Message : <?xml version="1.0" encoding="UTF-8"?>
<RegisterTerminalResponse xmlns="http://www.avaya.com/csta"><device><ns1:deviceIdentifier
xmlns:ns1="http://www.ecma-international.org/standards/ecma-323/csta/ed3" typeOfNumber="other"
mediaClass="voice"
bitRate="constant">52197:Avaya5:192.168.240.167:0</ns1:deviceIdentifier></device><code>
3014</code><reason>Registration Reject reason: resourceUnavailable
Shared control denied because the DCP phone is out of service</reason></RegisterTerminalResponse>
________________________________________
04/01/10 17:31:06.653 | DEBUG1 | 12D4 | AvayaCMAPICTILink # 0 | Message with InvokeID 119 of type
2011 received from AES.
________________________________________

04/01/10 17:31:06.653 | WARNING | 554 | AvayaCMAPICTILink # 0 |

AvayaCMAPIErrorHandler::GetErrorTypeByRegisterCode - Unknown registration error received. Error
code: 3014

31
Avaya IP Mapper Troubleshooting

31:
This section describes how to troubleshoot problems that occur with Avaya IP Mappers.
Contents
SNMP/Push/RAS Troubleshooting 1082
SMS Troubleshooting 1083

31: Avaya IP Mapper Troubleshooting
SNMP/Push/RAS Troubleshooting
SNMP/Push/RAS Troubleshooting
To configure Avaya Push on machines with more than one (1) NIC card, see page 1082.
For the Push Monitor Tester, contact NICE Customer Support.
See also Using NICE Testing and Debug Tools in the Troubleshooting Guide.
Configuring Avaya Push on Machines With More Than

One NIC Card
An important setting in the Push Mapper configuration is updating the CTI machines IP as SETTPSLIST
and SET SUBSCRIBELIST machines in the Avaya phones settings 46XXsetting.txt file.
The machine IP is configured in the 46XXsetting.txt file in both the following files:
SET TPSLIST (which are legal IP's which receive push requests).
SET SUBSCRIBELIST (which is the IP that gets the .XML address files, with location to send IP
and DN information).
When using machines with more than one NIC (in other words, more than one IP), in some scenarios the
machine may open a socket for connecting to the phone and then send the push request using one IP, and
open and receive phone responses using another IP.
Solution
1. From the TFTP Server, open the 46XXsetting.txt file.
2. Search for, then configure all possible IP's as both SET TPSLIST and SET SUBSCRIBELIST, as
shown in Figure 31-1.
Note: Verify that the IP address are configured in all occurrences where SET TPLSLIST appears in the
file, as it may be used on more that one occasion. For Example: For different phone models.
Figure 31-1: Push Interface Settings - Configure IPs as SET TPSLIST and SET SUBSCRIBELIST

SMS Troubleshooting
SMS Troubleshooting
For SMS troubleshooting, select according to your needs:
Troubleshooting the SMS CTI Link below.
For testing the SMS service on the AES machine, use the Avaya SMS Web Interface Test
Application Page on the AES machine. See page 1084.
For testing the Mapping flow, including the SMS Link handler component (SMSHandler),
network connectivity and firewalls, use the SMS monitor on the Driver machine page 1086.
SMS Verification Tests on page1089.
Troubleshooting the SMS CTI Link

If the Avaya SMS CTI link does not function correctly, you must:
1. First check that the local host is connected to the network and that you can reach the SMS host.
2. Then, verify that the Avaya SMS is installed and configured correctly. To do this you need to simulate
the SMS CTI link. There are two available tools to simulate the SMS CTI Link:
Avaya SMS Web Interface Test Application Page. This is a Web-based Avaya
troubleshooting tool that is located on the Avaya AES server.
Simulating the CTI LInk with the Avaya Sms Monitor . This is an Avaya SMS CTI link
troubleshooting tool developed by NICE Systems.
Before using the Sms Monitor, you must configure the InitApplication.xml file.
The Sms Monitor tests the following:
The same parameters as the Avaya SMS Web Interface Test Application Page.
The SMSHandler, which is the NICE DLL that connects between the System
Management Service and the Avaya SMS CTI link.
Before you begin, ensure that the InitApplication.xml file and the Commands.xml file are
located in NICE Systems\CTI\AvayaSmsCTILink\Config folder.
See also Using NICE Testing and Debug Tools in the Troubleshooting Guide.
Simulating the SMS CTI Link

This section explains how to simulate the SMS CTI link by means of the following tools:
Avaya SMS Web Interface Test Application Page on the next page
Simulating the CTI LInk with the Avaya Sms Monitor on page1086
The main difference between the Avaya Sms Monitor testing tool and the Avaya SMS Web Interface Test
Application Page, is the Avaya SMS web interface only tests Avaya SMS functionality but the Avaya Sms
Monitor also tests the smsHandler.

The smsHandler is the connector between the System Management Service and the Avaya SMS CTI
link.
Avaya SMS Web Interface Test Application Page

In order to test interactions with the System Management Service, use Avaya SMS web interface test
page.
To access the Avaya SMS web interface test page:

1. Go to http://<sms hostname >/sms/sms_test.php. The .php web page opens.
NOTE: If the web page does not display, this may be a problem with the SMS
configuration.
If you get an error message, follow the instructions.

Figure 31-2: Avaya SMS Web Interface Test Page
2. Complete the relevant information using the following guidelines:
Table 31-1:
Field Name Enter the following...
OSSI Login ID Username for the Communication Manager.

Field Name Enter the following...
Password Password for the Communication Manager.
Model Station
Operation List
Objectname
Qualifier count 5
Fields *
3. Click .
4. The test result appears in the Response area.
Below is an example where the test connection succeeded.
Below is an example where the test connection failed.
Simulating the CTI LInk with the Avaya Sms Monitor

Another tool that can be used to test interactions with the System Management Service is the Avaya Sms
Monitor.
Before running the Avaya Sms Monitor application configure the following .XML files:
(Mandatory) InitApplication.xml file (see page 1087).
(Optional) Commands.xml file (see page 1097).

NOTE: Verify that the InitApplication.xml file and the Commands.xml file are
located in NICE Systems\CTI\AvayaSmsCTILink\Config folder.
To configure the InitApplication.xml file:

1. Navigate to NICE Systems\CTI\AvayaSmsCTILink\Config folder.
2. Right-click InitApplication.xml, and select Properties.
3. Verify that Read-Only is not selected.
4. Open the file in Notepad, and edit the SMS Connection parameters properties as follows:
Parameter Value
Timeout Verify that the value is 30000.

The value is in milliseconds.
This is the timeout for SMS web service requests.
Url URL of the System Management Service.

Example:
http://<SMS Host Name>/<IP
Address>/sms/SystemManagementService.php
Edit the URL to include the SMS host name/IP address.
Mode BASIC_AUTHORIZATION
Do not change this value!
Username Login user of the Avaya Communication Manager.

Example: mylogin@cmserveraddress
Password Password for the Communication Manager.
Figure 31-3 is an example of the InitApplication.xml file.

Figure 31-3: InitApplication.xml File Window
5. Save the InitApplication.xml file.

Load and results parameters which consist of the following:
SMS Commands file name (optional).
Log fie name and whether to write to this file (optional).
Results file name and whether to write to this file (optional).
The Commands.xml file should include the commands you want to load into the system.
Figure 31-4: Commands.xml File Window
Advanced Sms Monitor Options

If you want to define and then run several commands sequentially, you can use the Avaya Sms Monitor
advanced options in the following way:
Load new configured commands .
Run the configured command either one by one or in a series .
Run the currently displayed command .

Enter a command manually.
Choose to write to the Log file or to the Results file .

SMS Verification Tests
See Sms Monitor - Commands Window below.

Figure 31-5: Sms Monitor - Commands Window
SMS Verification Tests

In AES versions prior to 4.1 (not including AES 4.1), it is possible to test the mapping of only one
IP address at a time.
See Testing Mapping in AES Versions Prior to 4.1 on the next page.
In AES versions after 4.1, you can specify a range of IP addresses to map. There is no limit to the
number of IP addresses.
See Testing Mapping in AES Version 4.1 and Above on page1094.

Testing Mapping in AES Versions Prior to 4.1

When the Avaya AES version is prior to 4.1, you select one specific IP address to test by means of the
IPAddressUsage command.
The IPAddressUsage command ignores the alphanumeric extension format. For example, if the extension
is 593-0001, then the IPAddressUsage output will be 5930001. The Qualifier field is the IP address since
the IPAddressUsage command simulates the SMS CTI driver operation. In normal operation in AES
Versions Prior to 4.1, the SMS CTI driver loops through the IP range and sends this command for each IP
address.
Use one of the following tests to verify the mapping in AES Versions Prior to 4.1:
Using the Avaya SMS Web Interface Test Application Page below.
Using the Avaya Sms Monitor Test on page1092.
Using the Avaya SMS Web Interface Test Application Page

The procedure in this section uses the SMS Web interface to test the IP address mapping to extensions.
To test the mapping in AES versions prior to 4.1 with the SMS Web
Interface:
1. Go to http://<SMS host name >/sms/sms_test.php. The .php web page opens. Avaya SMS
configuration.
1. Web Interface Test Page


OSSI Login ID: Enter the username for the Communication Manager.
Password: Enter the password for the Communication Manager.
Model: Enter IPAddressUsage.
Operation: Enter list.
Objectname: Leave this field blank.
Qualifier: IP address to test.
Fields: Enter 0A100.
3. Click .
4. In the Response area, the extension number appears.

Below is an example where the test connection failed.
Using the Avaya Sms Monitor Test

The procedure in this section uses the Sms Monitor to test the IP address mapping to extensions.
To test the mapping in AES versions prior to 4.1 with the Sms Monitor:
1. In the NICE Systems\CTI\AvayaSmsCTILink directory, double-click SmsMonitorGui.exe to start
the Sms Monitor.
The Sms Monitor appears.

Figure 31-6: Sms Monitor - Map Single IP Address to Extension
2. Enter the parameters as follows. Note that the parameters are case sensitive! Enter them in the same
case listed below:
Model: Enter IPAddressUsage
Operation: Enter list
Qualifier: Enter the IP address to test
Fields: Enter 0A100
3. Click Execute Current Command.
If the CTI Link is installed and configured correctly, in the Command Result area, the extension
number appears.

Testing Mapping in AES Version 4.1 and Above

The RegisteredIPStations command supports the alphanumeric extension format. For example, if the
extension is 593-0001, the RegisteredIPStations output will be 593-0001.
It is possible to query 50 devices at a time. The SMS CTI Driver correlates the IP addresses with the
configured range. If the IP address exists, it sends a mapping event. In this test, the test results display the
IP address with the correlating extension.
Use one of the following tests to verify the mapping in AES Versions Prior to 4.1:
Using the Avaya SMS Web Interface Test Application Page below.
Using the Avaya Sms Monitor Test on page1096
Using the Avaya SMS Web Interface Test Application Page

The procedure in this section uses the SMS Web interface to test the IP address mapping to extensions in
AES Version 4.1 and above.
To test the mapping in AES Version 4.1 and above with the SMS Web
Interface:
1. Go to http://<SMS host name >/sms/sms_test.php. The .php web page opens.
configuration.

Figure 31-7: Avaya SMS Web Interface Test Page

OSSI Login ID: Enter the username for the Communication Manager.
Password: Enter the password for the Communication Manager.
Model: Enter RegisteredIPStations.
Objectname: Leave this field blank.
Qualifier: Enter ext 0 count 50.
Fields: Enter Station_Extension|Station_IP_Address|Product_ID. To include more than
one field in the Fields parameter, enter the relevant fields separated by a divider (|) without
spaces between the fields.
3. Click .
4. In the Response area, the first 50 extension numbers appear.
5. To test the next 50 extensions, in the Qualifier field, enter the extension from which you want to start
counting the next 50 extensions. For example, if last device in the array was 10050, then in the
Qualifier field, enter ext 10050 count 50.
6. Click .
7. In the Response area, the next 50 extension numbers appear.
8. Repeat Step 5 and Step 6 until you have finished testing the necessary extensions.

Using the Avaya Sms Monitor Test

The procedure in this section uses the Sms Monitor to test the IP address mapping to extensions in AES
Version 4.1 and above.
To test the mapping in AES Version 4.1 and above with Sms Monitor:
1. In the NICE Systems\CTI\AvayaSmsCTILink directory, double-click SmsMonitorGui.exe to start
the Sms Avaya Monitor Test.
Figure 31-8: Sms Monitor - Map Single IP Address to Extension
2. Enter the parameters as follows. Note that the parameters are case sensitive! Enter them in the same
case listed below:
Model: Enter RegisteredIPStations.

(Optional) Simulating the CTI LInk with the Avaya Sms Monitor - By Editing the Commands.xml File
Qualifier: Enter ext 0 count 50.

Fields: Enter Station_Extension|Station_IP_Address|Product_ID. To include more than
one field in the Fields parameter, enter the relevant fields separated by a divider (|) without
spaces between the fields.
In the Command Result area, the extension number and the correlating IP address of the first 50
extensions appear.
4. To test the next 50 extensions, in the Qualifier field, enter the extension from which you want to start
counting the next 50 extensions. For example, if last device in the array was 10050, then in the
Qualifier field, enter ext 10050 count 50.
6. In the Command Result area, the next 50 extension numbers appear.
7. Repeat Step 4 and Step 5 until you have finished testing the necessary extensions.
(Optional) Simulating the CTI LInk with the Avaya

Sms Monitor - By Editing the Commands.xml File
To configure the Commands.xml file:
1. Navigate to NICE Systems\CTI\AvayaSmsCTILink\Config folder.
2. Right-click Commands.xml, and select Properties.
3. Verify that Read-Only is not selected.
4. Open the file in Notepad, and edit the properties as follows:
NOTE: To include more than one field in the Fields parameter, enter the relevant
fields separated by a divider (|) without spaces between the fields.

(Optional) Simulating the CTI LInk with the Avaya Sms Monitor - By Editing the Commands.xml File
Table 31-2:
Values in Commands.xml File
Model Operation Objectname Qualifier Fields
Station list Leave blank! count 5 Extension|Type
IPAddressUsage list <IP address to 01A00

test>
RegisteredIPStations list ext 0 count 50 Station_

Extension|Station_
IP_Address|Product_
ID
See below for an example of the Commands.xml file.

Figure 31-9: Commands.xml File Window

32
Avaya TSAPI Troubleshooting

32:
TIP: If you need to send a problem to NICE Systems Customer Services at

NICE, prepare all the necessary information. See Open a Service Request on
the next page.
Contents
Missing Login/Logout Error 1101
Failed to Monitor Device 1103
Failed to Establish Connection to the Avaya AES Server 1104
Monitor End Event is Received 1105
Calls are Reported with Wrong Direction, or Phone Number is Missing 1106
Verifying Communication Between AES Server and AvayaSwitch 1107
Viewing Avaya Error Messages Documentation 1109
Upgrading the Avaya Client 1110

32: Avaya TSAPI Troubleshooting

See Preparing the Open Service Request procedure in the Using NICE Testing and Debug Tools chapter in
the Troubleshooting Guide.

Missing Login/Logout Error
Missing Login/Logout Error
Important!
During startup, when the driver initializes, the driver queries the Avaya CT/AES TSAPI Server
monitored devices. For each device that is currently logged in to the switch, the driver creates
a Login event. The driver sends these Login events to the Call Server. There are no
corresponding Logout events for these Login events. This is the normal behavior of the driver.
Problem:
The CLS Server did not receive login or logout events from the agent in real-time.
Solution:
Monitor the ACD number (hunt group extension number). Add the ACD number to the nicecti group of
monitored devices.
In an AES environment, configure as follows:
IMPORTANT
An Avaya System Administrator is responsible for all procedures in the Avaya environment.
All procedures in the Avaya environment are by recommendation only!
1. Log in to OAM.
2. In the Devices window, add the ACD number to the list of devices.


Problem:
In the nice interactions database, the VDN column remains empty.
Solution:
1. Add the VDN number to the monitored devices list.
2. In a CT server environment, check if the VDN information is reported in the Called Device field in the
Delivered or Established events.
3. In an AES server environment, check if the VDN information is reported in the distributingVDN field in
the private data.
4. Using the Avaya Exerciser, verify if the device type is VDN (for details, see Avaya Exerciser in the
Using NICE Testing and Debug Tools chapter in the Troubleshooting Guide).
In an AES environment, configure as follows:
IMPORTANT
An Avaya System Administrator is responsible for all procedures in the Avaya environment.
All procedures in the Avaya environment are by recommendation only!
1. Log in to OAM.
2. In the Devices window, add the VDN number to the list of devices.

Failed to Monitor Device
Failed to Monitor Device

Problem:
A device was not monitored successfully.
Solution:
First, run the Avaya Exerciser tool to isolate if the problem is a switch installation problem or a driver
configuration problem. See the Avaya Exerciser in the Using NICE Testing and Debug Tools chapter in the
Troubleshooting Guide).
If the Exerciser does not succeed in monitoring the device, contact the appropriate Avaya
personnel.
If the Exerciser succeeds in monitoring the device, then troubleshoot the driver configuration.
Now, analyze the information. Heres How:
1. Check that the monitored devices group is created and includes all monitored devices.
See the Switch-Side Preparation Guide.
2. Check that the number of associated monitored devices does not exceed the maximum monitored
devices defined for the specific device.
3. Locate the error in the Avaya error list. This list is divided into categories; thereby providing you with an
understanding of the type of error that occurred. See Viewing Avaya Error Messages
Documentation on page1109.

Failed to Establish Connection to the Avaya AES Server
Failed to Establish Connection to the Avaya

AES Server
Problem:
The driver cannot open a connection to the switch.
Solution:
2. Check if the CT client exists.
3. Check if the Avaya CT/AES TSAPI server is running.
4. Locate the error in the Avaya error list. This list is divided into categories; thereby providing you with an
understanding of the type of error that occurred. See Viewing Avaya Error Messages
Documentation on page1109.
5. Check that the TSAPI Client version is correct.
NOTE: TSAPI Client 6.1 must be installed.
To do this:
a. Navigate to Start > Programs > Avaya AE Services > TSAPI Client, and click TSAPI Client
Readme.
The TSAPI Client Readme.TXT file opens.
Figure 32-1: TSAPI Client Readme.TXT File
The version number is at the top of the TXT file page.

6. If the TSAPI version is not correct, continue with Upgrading the Avaya Client on page1110.
NOTE: To determine if the source of the problem is in the Avaya or in the NICE
system, use the Avaya Exerciser tool (see Avaya Exerciser in the Using NICE
Testing and Debug Tools chapter in the Troubleshooting Guide).

Monitor End Event is Received
Monitor End Event is Received

Problem:
The Monitor End event is received when the Avaya AES Server cannot receive events for a specific
device. This usually indicates that a device was deleted in the switch or a Avaya AES Server failure
occurred.
Solution:
1. Check the device configuration in the switch.
2. Check that the Avaya AES Server is running.

Calls are Reported with Wrong Direction, or Phone Number is Missing
Calls are Reported with Wrong Direction, or

Phone Number is Missing
Problem:
Calls are reported as Tandem or outgoing in the CallServer, although the calls are normal incoming
calls from a customer to an agent.
The phone number is missing from the call.
Solution:
1. The parameter MaxLenOfInternalDevice from the Avaya TSAPI CTI Interface plug-in may not contain
the correct value.
This parameter should contain the maximum length of the agents extensions, the default value is 6. In
case the site agents extension value is higher than 6, you should update this parameter respectively,
otherwise the agents extensions will be reported as type trunk instead of station and the direction of
the call will be wrong.
2. Check the parameters TreatType20As and TreatType40As from the Avaya TSAPI CTI Interface plug-
in in the System Administrator.
The device type 20 is considered as Trunk by default, and device type 40 is considered as Station by
default.
If in the customer site the agents extensions are reported with device type 20, they will be recognized
as trunk and not station and the direction will be wrong. In this case you should update this parameter
from trunk to station in the system administrator. The same procedure should be repeated for the
TreatType40 parameter.
NOTE: See the Avaya Exerciser in the Using NICE Testing and Debug Tools
chapter in the Troubleshooting Guide to determine as what types the agents
extensions are being reported.
In Avaya terminology, type 20 is IMPLICIT_PUBLIC and type 40 is IMPLICIT_
PRIVATE.

Verifying Communication Between AES Server and AvayaSwitch
Verifying Communication Between AES

Server and AvayaSwitch
In an AES environment, verify the following details when troubleshooting communication problems.
1. Verify the AES version in the site. See the Integrations Description Document (IDD).
2. Verify that the AES is communicating with the switch.
b. In the Conn State column, verify that the switch status shows Talking.
Figure 32-2: OAM: Switch Connections Summary
3. Verify that the TSAPI link is communicating.
a. Click . The Per Service Connection

Details appear.

Verifying Communication Between AES Server and AvayaSwitch
Figure 32-3: OAM: Per Service Connections Details

Viewing Avaya Error Messages Documentation
Viewing Avaya Error Messages

Documentation
You can view Avayas online documentation to view a comprehensive list of operation error messages in
the TSAPI Programmers Reference. These messages can help you troubleshoot problems.
To view a PDF file of the Avaya error messages documentation:

1. Open a PDF file of the Avaya Programmers Reference manual, by clicking on the link
http://support.avaya.com/elmodocs2/AES/4.2/02-300544_i4.pdf
2. In the Avaya Programmers Reference PDF, search for ACSUniversalFailureConfEvent to view the
list of error values.

Upgrading the Avaya Client
Upgrading the Avaya Client

In case of an upgrade to NICE Interaction Management Release 4.1, where the Avaya Client version6.x or
lower is installed on the machine, follow the next steps:
1. Uninstall the previous client.
2. Delete the files ATTPRV32 and CSTA32 from the system32 folder.
3. Install the AES 6.1 Avaya Client.

33
Cisco JTAPI Troubleshooting

33:
This section includes the following CUCM and/or JTAPI troubleshooting problem scenarios and solutions
for NICE Interactions Center and the CUCM integration:
For required JTAPI debug information, see Collecting Information for JTAPI on page1113.
For Cisco JTAPI client log files configuration information, see Setting Cisco JTAPI Client Log
Files on page1114 and Using NICE JTAPI Monitor Debug Tool on page1118.
For CUCM troubleshooting, see CUCM Troubleshooting on page1128.
For VRSP error codes and messages for the NICE Interactions Center and the CUCM integration,
see VRSP Errors and SNMP Messages on page1143.
For troubleshooting through the provision of a flow of log files, see Log File Troubleshooting on
page1144
For troubleshooting scenarios, see Troubleshooting Scenarios on page1172
For IP Capture troubleshooting, see IP Capture Troubleshooting on page1175
For SIP Port Usage on page1176
NOTE: The figures in this section show the UniqueDeviceID (SEP and MAC addresses). If your
channel-mapping is based on DN, the DN will appear instead of the UniqueDeviceIDs.
NOTE: For troubleshooting purposes, it is important to know the flow of

information within the Cisco active recording solution.
If you have problems on the NICE side, follow the flow of information from the System
Startup until the end, verifying your log files at each step. Go to Cisco Passive
Recording - JTAPI (and ICM) or Cisco Active Recording - JTAPI and ICM.
TIP:
If you need to report a problem to NICE Customer Support, prepare all the necessary
information.
Remember to include all debug logs with the Open Service Request that you send to NICE
Customer Support.
Contents

33: Cisco JTAPI Troubleshooting
Collecting Information for JTAPI 1113

Setting Cisco JTAPI Client Log Files 1114
Using NICE JTAPI Monitor Debug Tool 1118
CUCM Troubleshooting 1128
Log File Troubleshooting 1144
SIP Port Usage 1176

Collecting Information for JTAPI
Collecting Information for JTAPI

When preparing the Open Service Request Procedure for JTAPI, collect the following information:
Additional debug tool log files:
JTAPI: See Setting Cisco JTAPI Client Log Files on the next page.
Remember to include the following log files:
VoIP Capture
VoIP Logger
Systems\Logger\Log
Interactions Center Server D:\Program Files\NICE Systems\Interactions Center\Log
SIP Log - D:\Program Files\NICE Systems\CTI\Log
Summary Page:
Summary Page - <Applications Server Installation Path>\ServerBin\
NiceApplications.SummaryPage.log

Setting Cisco JTAPI Client Log Files

The CUCM JTAPI Preferences can be used for troubleshooting. Here, you define the reporting level of the
Cisco JTAPI logs and the log destination folder on the Interactions Center machine.
NOTE: Remember to include all logs with the Open Service Request that you send to NICE
Customer Support.
To configure CUCM JTAPI Preferences:

1. On the machine where the JTAPI Client is installed, navigate to Programs > JTAPI Tools.
2. In the JTAPITools folder, right-click the jtprefs.bat file and select Run as administrator.

Figure 33-1: NICE JTAPI Monitor Window
The Cisco Unified Communications Manager Jtapi Preferences window appears.

3. In the JTAPI Tracing tab, select all Trace Levels and Debug Levels.
Figure 33-2: JTAPI Tracing Tab
4. Click the Log Destination tab. Then, in the Log File Settings area, set the following:
Maximum Number of Log Files as 50
Maximum Log file size as 20
In the Path field, enter C:\CiscoJTAPIlogs.
Leave the other default settings.

Figure 33-3: Log Destination Tab
5. Click OK.
6. Repeat the problematic scenario.
7. Navigate to C:\CiscoJTAPIlogs and zip the relevant log file directories and send them to NICE
Customer Support together with all other relevant log files and the completed Open Service Request
Procedure checklist.
8. Click OK.
Continue with Using NICE JTAPI Monitor Debug Tool on the next page.

Using NICE JTAPI Monitor Debug Tool

NOTE: Remember to include all logs with the Open Service Request that you send to NICE
Customer Support.
Prerequisites
Before the NICE JTAPI Monitor tool can be used for troubleshooting, verify that the correct version
of Cisco JTAPI Client has been installed on the Interactions Center machine. For more information,
see the relevant switch-side guide:
CUCM using Passive Recording (JTAPI, TAPI & ICM) - Switch-Side Preparation
CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) - Switch-Side Preparation
To configure the JTAPI Monitor tool:

1. On the Interactions Center machine, navigate to <CTI Folder>\ProxyCTILink\Jars.
2. Double-click Run-NICE JTAPI Monitor.bat. In the JTAPIMonitor window, enter the following
information to connect to the Cisco CTI Manager:
Parameter Value
CUCM IP Server IP address of the CTI Manager service
User Name CUCM Application user ID
Password Password of the CUCM Application user

3. Click Start Monitor.

If the correct connection information was entered, a message appears indicating that the connection
was successful.
Figure 33-6: Succeeded to Connect Message
4. To see a list of devices, scroll down to the Print Device List section. A list of devices that are
configured for the CUCM Application user appear under this message.

Figure 33-7: Print Device List Area
5. To view event traffic, press <CTRL + End>. Event traffic appears at the end of list. If calls made on
site, the event appears as EVENT_INIT. Use the table below to interpret the events.
Property Description Example
CallID CallID(18561294)
Connection Participants Each connection describes a

participant in a call, for
example:
DN DN(1059)
MAC address (SEP) SEP

(SEP000B5FAAB3AE)

Property Description Example
AgentName: The AgentName()

Extension Mobility
Profile user name
Type: Station/Trunk TYPE: STATION(1)
Indicates whether this IsMonitored(true)

extension is monitored.
(Possible values:
true/false).
XRefci: ConnectionID XRefCi(18343378)

(for active recording
only)
Figure 33-8: Event Information
6. To perform a search: In the Search field, type the relevant string. To search from the top of the file
down, click Search Down. To search from the bottom of the file up, click Search Up.

Figure 33-9: Perform a Search
7. To make a call from within JTAPI Monitor:

a. In the Make Call panels From area, from the DN list, select the relevant DN which will be used to
make the call.
Figure 33-10: Selecting the Device to Make the Call
b. In the Make Call panels From area, from the SEP list, select the MAC address of a device.

Figure 33-11: Selecting the MAC Address
c. In the Make Call panels To area, from the To list, select the DN that you want to call.

Figure 33-12: Selecting the DN to Call
d. In the Make Call panels Answering area, from the SEP list, select the SEP (Physical device)
that you want to answer the call.

Figure 33-13: Selecting the SEP to Answer the Call
e. Click Answer.

Figure 33-14: Make Call Area - Answer
The events associated with the call appear in the window.

Figure 33-15: Make Call Area - Answer
8. To save the events to a file, click Save To File. In the Save window, in the File Name field enter a
meaningful file name. Click Save.
9. Zip all log files and send them to NICE Customer Support.

CUCM Troubleshooting
CUCM Troubleshooting
The following CUCM troubleshooting scenarios are included:
Complete List of Lines not Appearing below
Call Park Scenarios Reported Incorrectly on page1130
No Events Received for Specific Device on page1131
No Recording Made (JTAPI Active Recording) on page1134
Events Not Received on page1137
Extension Mobility Problems on page1138
Verify Correct CUCM Configuration on page1138
Verify CUCM Sends SIP Invite Messages to VRSP on page1139
CUCM SIP Session Opens and Immediately Closes (TLS Troubleshooting) on page1142
No Recording in Conference Scenarios (TLS Troubleshooting) on page1142
Complete List of Lines not Appearing

Scenario: After installing and configuring the Cisco JTAPI Client, you run NICE JTapi Monitor.bat.
However, a complete list of lines does not appear.
Solutions: See the following:
1. Verify the JTAPI Client configuration. Go to Cisco Passive Recording - JTAPI (and ICM) or Cisco
Active Recording - JTAPI and ICM
2. If a Succeeded to Connect message appears and there are still no lines: Verify that a single
DN/Extension Mobility profile which is associated with the CUCM Application User is logged in.
3. If a DN/Extension Mobility profile is logged in, but no lines appear, go to Resetting the CTI service on
the CUCM cluster below.
Resetting the CTI service on the CUCM cluster

Follow this procedure to reset the CTI service on the CUCM cluster.
To reset the CTI service on the CUCM cluster:

1. From the Navigation drop-down list, select Cisco Unified Serviceability and click Go.
Figure 33-16: Navigation Drop-down List

Complete List of Lines not Appearing
2. Login to Cisco Unified Serviceability. From the Tools menu, select Control Center - Feature
Services.
3. In the Select Server area, from the Server drop-down list, select the server where the CTI service is
installed.

Call Park Scenarios Reported Incorrectly
Figure 33-18: Select Server Area
4. Click Go.
5. In the CM Services area, select Cisco CTIManager and click Restart.
Call Park Scenarios Reported Incorrectly

NOTE: This is relevant for JTAPI passive and active integrations only.
Scenario: Call Park scenarios are reported incorrectly.
Solution: Ensure that the Call Park numbers are attached to your nicecti user.
To ensure that all Call Park numbers are attached to the nicecti user:
In the CUCM, ask the Cisco site engineer to verify that all Call Park numbers, attached to the
nicecti user, appear in the Permissions Information area.

No Events Received for Specific Device
Figure 33-19: Permissions Information Area
If the Call Park numbers do not appear in the Permissions Information area, ask the Cisco site
engineer to verify the Groups and Roles.
See Defining a Cisco Application User (nicecti user) in the relevant guide:
CUCM using Active Recording (JTAPI, TAPI, ICM, Genesys) Switch-Side Preparation.

If you have performed all the required configuration for the Application User and still receive no events are
received for a specific device, follow the procedure below.
To enable control of devices from the CTI:

1. From the Device menu, select Phone.
Figure 33-20: Device Menu
The Find and List Phones window appears.

Figure 33-21: Find and List Phones Window
2. In the Find Phone where area, enter the information for the phone/s that you want to record.
3. Click Find. The Find and List Phones window appears.
The Phone Configuration window appears.
Figure 33-22: Phone Configuration Window
4. In the Device Information area, select Allow Control of Device from CTI.

Figure 33-23: Phone Configuration Window - Allow Control of Device from CTI
5. Click Save.
6. If events are still not received from this specific device, go to 2. Receiving No Events for a Specific
Device below.
2. Receiving No Events for a Specific Device

If there is still a problem after following the procedure in No Events Received for Specific Device on
page1131, ask the Cisco site engineer to verify that this device is associated with the Application User
and not an End User.
See CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) - Switch-Side Preparation.
If the problem continues, see 3. Receiving No Events for a Specific Device below.
3. Receiving No Events for a Specific Device

After verifying the following:
1. Allow Control of Device from CTI is selected. See No Events Received for Specific Device on
page1131.
2. Device is associated with the Application User/End User. See 2. Receiving No Events for a
Specific Device above.
If there are still no events received for a specific device, reset the Cisco CTIManager Service. Follow
the procedure below.
To reset the CTIManager Service:

1. Navigate to the Cisco Unified Serviceability window.
2. From the Tools menu, select Control Center - Feature Services.

No Recording Made (JTAPI Active Recording)
Figure 33-24: Control Center - Feature Services
3. For the relevant server, reset the relevant Cisco CTIManager.
No Recording Made (JTAPI Active Recording)

NOTE: This troubleshooting is relevant for all Cisco active recording with JTAPI integrations.
In this scenario, there are events but no recording occurs. This can be caused by a few scenarios:
1: Verify Phone BIB Set On below
2: Verify System-Wide BIB Setting on page1136
3: Verify Line Appearance on page1136
4: Verify Recording Destination Address Number on page1137
1: Verify Phone BIB Set On

The system-wide setting for the Built In Bridge only operates if the individual phone setting is set to Use
Default. If either the On/Off setting is set on an individual phone, this setting overrides the system-wide
setting. It is important to verify the problematic phones Built in Bridge settings.

1: Verify Phone BIB Set On
To verify the Built In Bridge settings on a phone:

2. In the Find and List Phones window that appears, enter the information for the phone/s that you want to
record in the Find Phone where field. Click Find. The Find and List Phones window appears with a
list of relevant phones.
3. Select the relevant phone. The Phone Configuration window appears.

2: Verify System-Wide BIB Setting
4. In the Device Information area, ensure that the Built In Bridge is set to On. If the Built In Bridge is
set to Use Default, verify the system-wide settings. Go to 2: Verify System-Wide BIB Setting
below.
2: Verify System-Wide BIB Setting

For recording to take place, the Built In Bridge has to be set to On on a system-wide level. Verify the
Global Settings for the Built In Bridge. Follow the procedure below.
To verify the system-wide setting for the Built In Bridge

1. Ask the Cisco site engineer to check that the Built In Bridge is set to On on a system-wide level. See
CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) - Switch-Side Preparation.
2. If there is still no recording, see 3: Verify Line Appearance below.
3: Verify Line Appearance

Verify that the Recording Option and the Recording Profile on the Directory Number configuration
page is set correctly.

4: Verify Recording Destination Address Number
To verify the Recording Option and Profile:

1. Ask the Cisco site engineer to verify the following procedure: Associating Recording Profile with
Recorded Device Number and Selecting the Recording Method in the CUCM using Active Recording
(JTAPI, TAPI, ICM & Genesys) - Switch-Side Preparation.
2. If there is still no recording, see 4: Verify Recording Destination Address Number below.
4: Verify Recording Destination Address Number

Verify the Recording Destination Address number is correct. Follow the procedure below.
To verify the Recording Destination Address number:

1. Ask the Cisco site engineer to verify the Recording Destination Address number.
Figure 33-28: Recording Profile Configuration Window - CUCM 8
NOTE: The graphic above is relevant for CUCM version 8. For all other versions, refer to your Cisco
site engineer.
2. Run the sniffer on the Interactions Center machine.
3. On a phone, dial the Recording Destination Address number.
4. On the sniffer, you should see a SIP Invite message coming from one of the Call Manager servers in
the cluster. The SIP Invite message should contain details regarding the phone. Normal behavior on
the side of Cisco indicates that the Cisco system is functioning and configured correctly.
5. If a recording problem still exists, look for a problem on the NICE side of the integration.
Events Not Received

If your site is experiencing problems when receiving events, review the following scenario/s:
1. Verify nicecti User Configuration

Ask the Cisco site engineer to verify that the nicecti user is configured as an Application User and not as
an End User.
For more information, see the relevant guide:
CUCM using Active Recording (JTAPI, TAPI, ICM, Genesys) Switch-Side Preparation

2. Verify BIB Settings (Active Recording)
2. Verify BIB Settings (Active Recording)

Ask the Cisco site engineer to verify that the Built In Bridge is set to On, go to:
1: Verify Phone BIB Set On on page1134
2: Verify System-Wide BIB Setting on page1136
3. Verify Line Appearance (Active Recording)

Verify that the Line Appearance is correct, go to 3: Verify Line Appearance on page1136.
Extension Mobility Problems

NOTE: This is relevant for CUCM passive and active recording with JTAPI CTI.
If your site is experiencing extension mobility login/logout problems, ask your Cisco site engineer to verify
that the nicecti user is configured as an Application User and not as an End User.
For more information, see the relevant guide:
CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) - Switch-Side Preparation.
Verify Correct CUCM Configuration

The following procedure ensures that the CUCM is configured correctly for active recording. Ask the Cisco
site engineer for the Route Pattern number configured in the CUCM. For information regarding Route
Patterns, see CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) - Switch-Side Preparation.
To ensure that the CUCM is configured correctly:

1. Install the Ethereal Sniffer or Wireshark Sniffer on the NICE Interactions Center machine. (This should
be the machine where the VRSP is installed.)
2. Run the Sniffer and capture the traffic of the Interactions Center NIC while performing a call.
4. Place a call from the telephone that is being monitored to the Route Pattern number that is configured
in the Route Pattern.
5. On the telephone, you receive a fast busy tone. (This is the normal response.)
6. On the sniffer, you receive SIP Invite messages from the CUCM IP Address.
If you receive SIP Invite messages, this indicates that the flow is correct: the Route Pattern is going to
the Route List, which is going to the Route Group, which is going to the SIP Trunk.

Verify CUCM Sends SIP Invite Messages to VRSP
Figure 33-29: Sniffer Showing Correct Flow

You can troubleshoot the VRSP and verify that the VRSP is receiving the Invite messages from the
CUCM. You do this by checking if the two SIP Invite messages (Rx and Tx) from the CUCM IP address
are received at the beginning of a call.
The two messages that should arrive from the CUCM at the beginning of each call are:
Invite from CUCM
OK with SDP as a reply from the VRSP
These indicate that the CUCM has been configured correctly for this integration.
To verify SIP Invite messages via the Ethereal sniffing tool:
2. Run the Sniffer and capture the traffic of the Interactions Center NIC while performing a call.
4. Click Apply. The calls with their Invite messages should appear. Look for the packet sent between the
CUCM and the NICE Interactions Center showing the Invite SIP command seen below.

Figure 33-30: Invite from the CUCM - Shows Normal Behavior

Figure 33-31: OK from VRSP with SDP - Shows Normal Behavior

CUCM SIP Session Opens and Immediately Closes (TLS Troubleshooting)
NOTE: If the calls and Invite messages do not appear, there is a problem on the Cisco side. Work
with the Cisco site engineer to correct the problem.
CUCM SIP Session Opens and Immediately Closes

(TLS Troubleshooting)
If you are working in a secured environment and the CUCM SIP session immediately opens and closes,
verify that SRTP is selected in the CUCM. In this case, the BYE messages from the CUCM will have a
Reason (SIP) Header with the following value:
Q.850 ;cause=47
To verify that SRTP is selected:

1. On the CUCM, in the Trunk Configuration area, verify that SRTP Allowed is selected.
Figure 33-33: Device Information Area - SRTP Allowed
No Recording in Conference Scenarios (TLS

Troubleshooting)
In the situation where the Media Provider Controller SessionTimerSessionExpires parameter is
incorrectly configured with a value that is less than the MinSE in the CUCM (the default is 1800), the
system will fail to record the conference scenario.
Solution:
In the Media Provider Controller, set the SessionTimerSessionExpires parameter value to 1800.
NOTE: In VRSP redundancy, verify this setting on both the primary and secondary VRSP.

VRSP Errors and SNMP Messages

Consult the following for VRSP error codes or SNMP messages:
VRSP Error Codes below
VRSP SNMP Messages below
VRSP Error Codes

The following error codes appear on the VRSP during the NICE Interactions Center and the CUCM
integration with Cisco IP phones:
Error Code Short

Description
400 Bad request The VRSP cannot parse the Invite messages from the
VoIP Logger or the CUCM.
404 Not found The CUCM or VoIP Logger sends Invite messages for
a device that does not appear in the list of Recording
Profiles.
503 Service The VRSP receives an error code from the JTAPI
Unavailable interface for a Start Record Request.
VRSP SNMP Messages

The following VRSP SNMP messages can appear during the NICE Interactions Center and the CUCM
SNMP Message
FSP is up VRSP is up.
FSP is down VRSP is down.
CTI Manager crash The VRSP tries to communicate with the JTAPI server
during Interaction-based recording.
Configuration is missing A parameter in the configuration is missing.
Infrastructure failures
FSP internal errors For example, SIP stack errors.

Log File Troubleshooting
Log File Troubleshooting

If you suspect that your troubleshooting problems stem from the NICE side of the integration, follow the
flow of information from the beginning of system startup until the end.
Verify your log files at each step:
System Startup below
Total Recording: New Call Scenario on page1152
Interaction-Based: New Call Scenario on page1159
System Startup
Figure 33-34 and Figure 33-35 show the startup call flows for Total and Interaction-based recording in the
Cisco JTAPI Active recording integration. System Startup on the facing page provides additional details
about this flow.
NOTE: The links within the table are to relevant log files. Use them for troubleshooting purposes.
For new call scenario call flows, see:
Interaction-Based: New Call Scenario on page1159
Total Recording: New Call Scenario on page1152
Figure 33-34: Interaction-based Recording System Startup

System Startup
Figure 33-35: Total Recording System Startup
Table 33-1:
System Startup
No. Description Troubleshooting Scenario
VRSP receives Profiles from

JTAPI on the next page
1. VRSP acquires the UDI, DN, and Recording
option from the CTI Manager via JTAPI. UDIs / DNs / UDIs + DNs
Received by the VRSP on
All the extensions that the VRSP acquires can
page1148
be viewed in the NICE JTAPIMonitor.bat.
NOTE: DNs that are added during runtime to
physical devices that appear in the nicecti
user will also be added to the VRSP.
2. RCM reads the forwarding devices (VRSP VRSP/s in the RCM Log File on
addresses) from the System Administrator page1148
(CTI Integration).

VRSP receives Profiles from JTAPI
Table 33-1: System Startup (continued)
3. The following steps only occur in Total

recording:
The RCM allocates channels per device and
passes the device information and the
forwarding device (VRSP) to the IP Capture.
The IP Capture in the VoIP Logger allocates

two ports for each UDI. (Total Recording) IP Capture
4.
The following information is delivered to the IP Process Log File on page1149
Capture process in the VoIP Logger: UDI
and/or DN, VRSP IP address.
The IP Capture in the VoIP Logger sends the (Total Recording) SIP Message on
forwarding command to the VRSP. This SIP page1150
5.
Message consists of a complete list of: (Total Recording) Media Source
UDI Details on page1150
VoIP Logger IP address (Total Recording) Getting SDP
from the Request on page1151
ports
Codecs.

These are the extensions that the VRSP sees on startup. Use this to verify that all lines recorded are set to
Automatic Call Recording Enabled. To see how this fits into the overall flow, see Total Recording:
New Call Scenario on page1152.
NOTE: You can also see these extensions in the NICE JTAPIMonitor.bat.
To troubleshoot the VRSP log files:

Navigate to D:\Program Files\NICE Systems\CTI\Log. The following extensions that have been
acquired from JTAPI as seen in the VRSP appears.
14/04/13 11:41:49.131 | DEBUGDetail | 1414 | RCI - Recording Handler |
AnalyzeGetDeviceListResponse - Build Device List .
DN:2061 DeviceName:SEP001121FF713F recordingProfile:eAutomaticInvocation


DN:2071 DeviceName:SEP0017E0AE4693 recordingProfile:eAutomaticInvocation
________________________________________
DN:2056 DeviceName:SEP001CC0308677 recordingProfile:eNoRecording
DN:2022 DeviceName:SEP001F9EADD274 recordingProfile:eAutomaticInvocation
________________________________________
DN:200012345678 DeviceName:SEP000C29754664 recordingProfile:eNoRecording
________________________________________
DN:2042 DeviceName:SEPC471FE909263 recordingProfile:eNoRecording
DN:2005 DeviceName:SEP001C58F9D301 recordingProfile:eAutomaticInvocation
________________________________________
DN:200112345678 DeviceName:SEP000C291E1B1D recordingProfile:eNoRecording
________________________________________
DN:2050 DeviceName:SEP7071BC833462 recordingProfile:eNoRecording
DN:200212345678 DeviceName:SEP0011099CA7B6 recordingProfile:eNoRecording
You can also see this in the NICE JTAPI Monitor.
Figure 33-36: Extensions Acquired from JTAPI as Seen in the NICE JTAPI Monitor

UDIs / DNs / UDIs + DNs Received by the VRSP
UDIs / DNs / UDIs + DNs Received by the VRSP

To see how this fits into the overall flow, see Total Recording onpage364.
In a JTAPI active environment (JTAPI is the primary CTI Interface), the devices that appear in the log file
are either UDIs, or DNs, or UDIs and DNs. When ICM is the primary CTI Interface, only DNs appear.
In JTAPI active recording, this is an example of the information that the VRSP holds at the end of the
initialization phase:
DN UDI Recording Option
52000 SEP001E4AF1A8CC Automatic Invocation
52001 SEP001E4AF1A8CD Automatic Invocation
52002 SEP001E4AF1A8CD Automatic Invocation
52003 SEP001E4AF127F8 Automatic Invocation
52010 SEP001E4AF12D5C Automatic Invocation
The following appears in the VRSP log file:

27/03/13 09:30:33.475 | DEBUGDetail | 3D08 | RCI - Recording Handler |
DN:2051 DeviceName:SEP005056010B95 recordingProfile:eAutomaticInvocation
________________________________________
DN:2057 DeviceName:SEP005056010C83 recordingProfile:eAutomaticInvocation
________________________________________
DN:2128 DeviceName:SEP7071BCB05518 recordingProfile:eAutomaticInvocation
__________________________________
VRSP/s in the RCM Log File

To troubleshoot the VRSP/s from the RCM log files:

1. Navigate to D:\Program Files\NICE Systems\Interactions Center\Log.
2. Verify the information in the RCM log file.

(Total Recording) IP Capture Process Log File
Figure 33-37: RCM Log File
NOTE: You can troubleshooting the following from the RCM log file:
If the RCM UseMappedForwardingDevices is defined as Yes.
Then, the following two lines appear:
21/09/09 12:07:06.716 | INFO | RCM Main, 6500 | RCM | switch id: 2
This means that the Switch ID 2 has the following attached forwarding device.
21/09/09 12:07:06.716 | INFO | RCM Main, 6500 | RCM | forwarding
device: <FA FD="FSP@172.22.2.34:5061" FD_Ver="Ver_2"/>
This is the forwarding device that the RCM should use for devices with switch ID 2. The VRSPs IP
address and port display here. For more information, see Configuring the RCM section in the
Integration with CUCM using Active Recording (JTAPI & ICM) guide.
If the RCM UseMappedForwardingDevices is defined as No, then the RCM will not use any
VRSP even if it is defined in the CTI Integrations.
Verify that the RCM UseMappedForwardingDevices is defined as Yes and that the RCM
receives the forwarding device IP address and port (in this case two lines appear with the
switch ID information and the VRSP IP address and port). If the RCM log file does not include
this information, there is a problem in the configuration and you should contact NICE Customer
Support.
(Total Recording) IP Capture Process Log File

This log file includes information regarding the VRSP, UDI, Logger IP, and port. To see how this fits into
the overall flow, see Total Recording System Startup on page1145
NOTE: UDIs only appear in a JTAPI Active environment.
In a JTAPI active recording environment, after the VoIP Logger has sent the forwarding command to the
VRSP, the VRSP contains the following information:

(Total Recording) SIP Message
UDI
SEP1 Logger IP, Rx Port, Codecs
SEP1 Logger IP, Tx Port, Codecs
To troubleshoot the VRSP, UDI, Logger IP and Port from the IP Capture
log file:
Navigate to the following path: D:\program files\nice systems\Logs
(Total Recording) SIP Message

The Invite from the IP Capture to VRSP as it appears in the VRSP log file shows the Invite SIP message
with the IP address and port of the VRSP.
It also shows the following information regarding the Invite message:
IP address and port of the IP Capture from whom the Invite message was received
IP address and port of the VRSP to whom the Invite message was sent
Figure 33-38: VRSP Log File (Total example)
(Total Recording) Media Source Details

The devices are now added to the Forwarding Device. The DN and UDI (JTAPI Active only) are added
separately.

(Total Recording) Getting SDP from the Request
Figure 33-39: ICM Active - VRSP Log File (Interaction-based example)
Figure 33-40: JTAPI Active - VRSP Log File (Interaction-based example)
(Total Recording) Getting SDP from the Request

To troubleshoot the DN, UDI (for JTAPI Active only), Logger IP, Port, and
Codec Sets from the VRSP log file:
Navigate to D:\Program Files\NICE Systems\CTI\Log.
Figure 33-41: VRSP Log File
Codes for Codec sets:

0 - G711 (PCM MU-Low)
8 - G711 (PCM A-Low)
18 - G729

Total Recording: New Call Scenario
4 - G723
9 - G722
Total Recording: New Call Scenario

Figure 33-42 shows the Total call flow in the Cisco JTAPI active recording integration. Total Recording -
New CAll Scenario below provides additional details about this flow.
NOTE: The links within the table are to relevant log files. Use them for troubleshooting purposes.
Figure 33-42: New Call Scenario - Total
Table 33-2:
Total Recording - New CAll Scenario
# Description Troubleshooting Scenario
The Start Call event arrives via JTAPI.

1.
2. In parallel, the CUCM asks the VRSP for the CUCM SIP Invite to VRSP (VRSP
SDP (VoIP Logger IP address, ports, and Log Files) on the facing page
Codecs) of the UDI that needs to be recorded. Communication between VRSP
This is an Invite SIP message. and CUCM on page1154

CUCM SIP Invite to VRSP (VRSP Log Files)
Table 33-2: Total Recording - New CAll Scenario (continued)
3. CUCM instructs the agent phone to send two

RTP streams (Rx and Tx) to the VoIP Logger
IP address and ports.
RTP Streams are Received Using

Wireshark on page1156
4. The phone sends two RTP streams to the
VoIP Logger IP address and ports.
(Secure Recording): IP Capture

and SRTP on page1157
5. An update is sent from the VRSP to the IP
Capture with the real cryptographic keys:
CUCM SIP Invite to VRSP (VRSP Log Files)

The CUCM SIP Invite message can be found in the VRSP log files.
To troubleshoot from the CUCM SIP Invite Message in the VRSP log files:

Communication between VRSP and CUCM
Figure 33-43: CUCM SIP Invite Message in the VRSP Log File

To see how this fits into the overall flow, see Total Recording: New Call Scenario on page1152. You
can troubleshoot the VRSP on the CUCM by checking if two SIP Invite messages (Rx and Tx) from the
CUCM IP address are received at the beginning of a call.
The two messages that arrive from the CUCM, and which you should expect to see at the beginning of
each call are:
Invite from CUCM


To receive SIP Invite messages via the Ethereal/Wireshark sniffing tool:
1. Install the Ethereal Sniffer or Wireshark Sniffer on the Interactions Center machine. (This should be the
machine where the VRSP is installed.)
5. Click Apply. Look for the packet going between the CUCM and the NICE Interactions Center showing
the Invite SIP command seen below.
Figure 33-44: Invite from the CUCM

RTP Streams are Received Using Wireshark
Figure 33-45: OK from VRSP with SDP
IMPORTANT
There are times that the SDP sees the attribute a=inactive.
In this case, the VoIP Logger IP displayed is 127.0.0.1.
When this occurs, there is no matching SDP for the media source in the VRSP. This means
that the Invite from the IP Capture did not arrive.
Investigate why this occurred.
RTP Streams are Received Using Wireshark

You can see through the RTP streams in the Ethereal/Wireshark sniffer that the RTP streams go from the
device to the VoIP Logger.
To receive RTP packets via the Ethereal/Wireshark sniffing tool:

(Secure Recording): IP Capture and SRTP
4. In the Filter field, type rtp.

Figure 33-46: Wireshark Log File

For each call, the VRSP initiates update messages which contain encryption keys for that call.
To troubleshoot the SRTP Encryption Messages from the IP Capture

process log file:
1. Navigate to the following path: D:\program files\nice systems\Logs
2. For sites using SRTP encryption, when the session opens, the security mode used is encrypted.
Figure 33-47: IP Capture Opens Session with VRSP with Crypto Keys (Total example)
Here, the VRSP receives an Invite from IP Capture in a secure environment.

Figure 33-48: VRSP Receives Invite from IP Capture Log File (Total example)
Here, the CUCM sends an Invite to VRSP in a secure environment.

Figure 33-49: CUCM Sends Invite to VRSP - VRSP Log File (Total example)
The VRSP sends an OK to CUCM in a secure environment.

Figure 33-50: VRSP Sends OK to CUCM - VRSP Log File (Total example)
Here, the VRSP sends an update to the IP Capture in a secure environment.

Interaction-Based: New Call Scenario
Figure 33-51: VRSP Sends Update to IP Capture - VRSP Log File (Total example)
IP Capture receives the cryptographic keys - Secure Environment

Figure 33-52: IP Capture Receives Crypto Keys - IP Capture Log File (Total example)
IP Capture decrypts the call - Secure Environment

Figure 33-53: IP Capture Decrypts Call - IP Capture Log File (Total example)
3. If using SRTP encryption and the certificate is not configured correctly, an error message appears:
Error: Failed to match packet to session.

Figure 33-54 shows the Interaction-based call flow in the Cisco JTAPI active recording integration.
Interaction-based Recording - New Call Scenario on page1161 provides additional details about this
flow. Use the links below for troubleshooting purposes.
In a JTAPI active recording environment, an example of the information that the VRSP holds at the end of
the initialization phase appears in VRSP Information - End of Initialization on the next page:

Table 33-3:
VRSP Information - End of Initialization
52000 SEP001E4AF1A8CC Automatic Call Recording Enabled
52001 SEP001E4AF1A8CD Automatic Call Recording Enabled
52002 SEP001E4AF1A8CD Automatic Call Recording Enabled
52003 SEP001E4AF127F8 Automatic Call Recording Enabled
52010 SEP001E4AF12D5C Automatic Call Recording Enabled
Figure 33-54: Interaction-based Environment - New Call Scenario

Table 33-4:
Interaction-based Recording - New Call Scenario
1. The Start Call event arrives at the NICE Call Server: Start Call Event
Interactions Center via JTAPI. Sent on the next page
2. The RCM forwards the UDI, DN, VRSP IP

address and Call ID information to the VoIP
Logger.
The RCM allocates channels according to the
UDI and/or DN and Call ID.
NOTE: For ICM Active, there is no UDI.
IMPORTANT: Verify that the relevant Recording
Type is used for active mapping: Interaction
Based By Call And Device.
3. The IP Capture in the VoIP Logger allocates two Ports, DN, UDI, Call ID in IP
ports for each UDI, DN, VRSP, Call ID. Capture Log File on page1163
The VoIP Logger sends the forwarding command SIP Message on page1163
to the VRSP (DN@SEP + VoIP Logger IP Media Source Details on
address + Ports + Call ID). page1164
VRSP Receives SDP from VoIP
Logger on page1164
For SRTP environments only: The IP Capture

sends the forwarding command over a secure
connection (TLS). For each call, the VRSP
initiates update messages which contain
encryption keys for that call.

Call Server: Start Call Event Sent
Table 33-4: Interaction-based Recording - New Call Scenario (continued)
4. CUCM asks the VRSP for the VoIP Logger IP CUCM asks the VRSP for the
address and ports of the UDI to be recorded. SDP on page1165
CUCM SIP Invite to VRSP in
Wireshark on page1166
5. The VRSP sends the VoIP Logger SDP to the

CUCM.
The CUCM instructs the phone to send two RTP

streams to the VoIP Logger IP address, ports and
6.
codecs.
7. RTP (Rx and Tx) is sent from the agent phone to RTP Streams Received
the VoIP Logger. (Wireshark) on page1167
Call Server: Start Call Event Sent

To see how this fits into the overall flow, see Figure 33-54. The first Interaction-based recording scenario is
described in New Call in the relevant Cisco Active integration guideInteraction-based Recording
onpage367. When this scenario finishes, the NICE Interactions Center acting as Controller contains the
following information:
UDI DN
SEP1 2000 VRSP1
You can view the Start Call event in the Call Server log file.
To troubleshoot from the Call Server log file:

Navigate to D:\Program Files\NICE Systems\Interactions Center\Log.

Ports, DN, UDI, Call ID in IP Capture Log File
Figure 33-55: Call Server Start Call Event Log File
Ports, DN, UDI, Call ID in IP Capture Log File

To see how this fits into the overall flow, see Figure 33-54.
After the RCM forwards the UDI, DN, VRSP, Call ID, and the allocated channel number information to the
VoIP Logger, the IP Capture process on the VoIP Logger allocates two ports for each UDI, DN, VRSP and
Call ID entry.
The VoIP Logger then sends the forwarding command, containing a Session Description Protocol (SDP),
to the VRSP (DN@SEP, VoIP Logger IP address, Ports, and Call ID.
NOTE: There are situations where the IP Capture sends just the DN + CallID.
At this stage, the VRSP contains the following information:
Table 33-5:
Key Call ID
DN@SEP Call ID Logger IP, Rx Port
DN@SEP Call ID Logger IP, Tx Port
In this log file, you can see the IP Capture in the VoIP Logger allocating two ports for each UDI, DN,
VRSP, and the Call ID.
To troubleshoot from the IP Capture log file:

Navigate to the following path: D:\program files\nice systems\Logs
SIP Message
with the IP address and port of the VRSP. It also shows the following information regarding the Invite
message:

Media Source Details

The devices are now added to the Forwarding Device. The DN and UDI are added separately.
Figure 33-57: VRSP Log File (Interaction-based example)
VRSP Receives SDP from VoIP Logger

To see how this fits into the overall flow, see Figure 33-54.
At the end of the previous step, the VRSP contains the following information:
Table 33-6:
SDP from VoIP Logger
Key Call ID SDP Value

Logger IP, Rx and Tx Port
52003@ SEP001E4AF127F8 29360489 10.39.36.20, 3957, 3958
You can see from this log file the following information:

CUCM asks the VRSP for the SDP
VoIP Loggers Capture NIC IP address

Ports (Rx and Tx)
Codec Sets
To troubleshoot the VRSP receiving the SDP from the IP Capture in VRSP
log file:
CUCM asks the VRSP for the SDP

To see how this fits into the overall flow, see Figure 33-54. This SIP Invite message is sent twice:
Rx farend
Tx nearend
To troubleshoot the SIP Invite message from the VRSP log file:

CUCM SIP Invite to VRSP in Wireshark
CUCM SIP Invite to VRSP in Wireshark

You can troubleshoot the VRSP on the CUCM by checking if two SIP Invite messages (Rx and Tx) from
the CUCM IP address are received at the beginning of a call. The two messages that arrive from the
CUCM, and which you should expect to see at the beginning of each call are:
Invite from CUCM

RTP Streams Received (Wireshark)
To receive SIP Invite messages via the Ethereal sniffing tool:

4. In the Filter field, type SIP. Click Apply. Look for the packet going between the CUCM and the NICE
Interactions Center showing the Invite SIP command seen below.
There are cases where the SDP sees the attribute a=inactive. In this case, the displayed VoIP Logger
IP is 127.0.0.1.
When this occurs, there is no matching SDP for the media source in the VRSP. This means that the
Invite from the IP Capture did not arrive.
RTP Streams Received (Wireshark)


Secured Environments: IP Capture and SRTP
To receive RTP packets via the Ethereal/Wireshark sniffing tool:

4. In the Filter field, type rtp. Click Apply. Look for the packet going between the CUCM and the NICE
Interactions Center showing the Invite SIP command seen below.

For each call, the VRSP initiates update messages containing encryption keys for that call.

process log file:
1. Navigate to the following path: D:\program files\nice systems\Logs
2. When using SRTP encryption, when the session opens the security mode used is seen to be
encrypted.

Figure 33-62: IP Capture Opens Session with VRSP with Crypto Keys (Interaction-based Example)
a. VRSP Receives Invite from IP Capture.

Figure 33-63: VRSP Receives Invite from IP Capture Log File (Interaction-based Example)
b. VRSP invokes StartRecord request in JTAPI.

Figure 33-64: VRSP is invoking StartRecord request in VRSP Log File (Interaction-based Example)
c. CUCM sends Invite to the VRSP.

Figure 33-65: CUCM Sends Invite to the VRSP - VRSP Log File
d. VRSP responds with cryptographic keys to the CUCM.

Figure 33-66: VRSP responds with cryptographic keys to CUCM - VRSP Log File
e. VRSP receives success response from JTAPI.

Figure 33-67: VRSP Receives Success Response from JTAPI - VRSP Log File
f. VRSP sends update to IP Capture.

Figure 33-68: VRSP Sends Update to IP Capture - VRSP Log File
g. IP Capture receives the cryptographic keys.

Figure 33-69: IP Capture Receives Crypto Keys - IP Capture Log File
h. IP Capture decrypts the call.

Figure 33-70: IP Capture Decrypts Call - IP Capture Log File

Review the following troubleshooting scenarios according to your recording environment:
Total Recording below
Interaction-based Recording below
Total Recording
Use the following Total recording troubleshooting scenarios when necessary:
If No Invites Are Received below
Invites are Received and the VRSP Answers with Inactive below
If No Invites Are Received

Scenario: In the Total recording environment, no Invites were received.
Solution: Check the CUCM configuration according to the guidelines recommended in this book. See the
relevant procedure in the CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) - Switch-Side
Preparation.
Invites are Received and the VRSP Answers with Inactive

Scenario: In the Total recording environment, Invites were received, but the VRSP answers that the SDP
is Inactive (a=inactive and the IP address is 127.0.0.1).
Solution: In Total recording, this indicates that the Invite has not been received from the IP Capture. This
can occur for the following reasons:
The devices have not been configured in the channel mapping.
The IP Capture log file should contain the forwarding attributes and the device/s.
If the devices do not appear in the IP Capture log file, verify that the RCM is configured correctly,
i.e. UseMappedForwardingDevices is set as Yes.
Interaction-based Recording
Use the following Interaction-based recording troubleshooting scenarios when necessary:

Figure 33-71: Interaction-based Recording Troubleshooting Flow

TLS Troubleshooting
TLS Troubleshooting
Troubleshoot the TLS connection using the following:
CUCM SIP Session Opens and Immediately Closes (TLS Troubleshooting) on page1142
No Recording in Conference Scenarios (TLS Troubleshooting) on page1142

IP Capture Troubleshooting
Troubleshoot the following IP Capture error messages that occur in a SRTP environment:
Certificate not Configured Correctly below
Security Mode Appears not Encrypted (Opening Session) below
Certificate not Configured Correctly

If the certificate is not configured correctly, or is not valid, or cannot be found an error message appears.
SIPComm::TlsManager::InitializeTLSManager Initializing TLS Manager
28/02/2010 09:11:47.417 | WARNING | 6 | SIPCommunicator |
SIPComm::CertificateHandler::GetCertificateFromStore Certificate not
found. Serial=
SIPComm::TlsManager::InitializeTLSManager Failed to get certificate and
key
SIPComm::SIPStackMgr::CreateSIPStack Failed to create stack. TLS
Initialization failure
SIPComm::SIPStackMgr::StackThread Failed to create SIP stack.
SIPComm::SIPStackMgr::StackThread Exit Stack thread
SIPComm::SIPStackMgr::InitializeStackMgr Stack thread was not
initialized.
SIPComm::CommunicatorMgr::InitializeCommunicatorManager Failed to create
stack.
Security Mode Appears not Encrypted (Opening

Session)
In the SIP Opening session message, the SecurityMode should appear as Encrypted:
1) 25/02/2010 11:31:32.355 | INFO | 11 | SIPIntegration |
SecurityMode=Encrypted,ForwardDeviceUri=voip-
test7@172.22.56.58,ProtocolVersion=Ver_
1,MediaSource=DEV=172.22.56.58,Direction=Incoming,TargetIP=172.22.48.13,
TargetPort=4747,Participants 2

SIP Port Usage
SIP Port Usage

There are several NICE components which use SIP communication:
VoIP Logger
VRSP
To prevent SIP port collisions, the values of the SIP listening ports for some of these components need to
have the following settings:
VoIP Logger 5064
VRSP 5060
IMPORTANT
If you are doing a clean installation and not an upgrade, these values are automatically
entered.
What other components need to know this port information?

Figure 33-72: SIP Ports Call Flow (Total Recording)

SIP Port Usage
Figure 33-73: SIP Ports Call Flow (Interaction-Based Recording)
SIP Log Troubleshooting

The SIP Log can be found here: D:\Program Files\NICE Systems\CTI\Log.
It is updated every few hours.

34
Cisco TAPI Troubleshooting

34:
This section includes CUCM and/or TAPI troubleshooting problem scenarios and solution procedures for
the NICE Interactions Center and the CUCM integration, including TAPI debug tool procedures. It also
includes troubleshooting for Cisco Active scenarios and solution procedures for the NICE Interactions
Center and the CUCM integration. The Cisco Active troubleshooting is through the provision of a flow of log
files.
VRSP troubleshooting error codes and messages are also provided for the NICE Interactions Center and
the CUCM integration in an Active Recording environment.
NOTE: The figures in this section show the UniqueDeviceID (SEP and MAC addresses). If your
channel-mapping is based on DN, the DN will appear instead of the UniqueDeviceIDs.
TIP:
information.
Customer Support. See Using NICE Testing and Debug Tools on page49.
Contents
Collecting TAPI Information 1181
TAPI Debug Tools 1182
TAPI Troubleshooting 1192
General CUCM Troubleshooting 1208
CUCM - Cisco Active Troubleshooting 1259

34: Cisco TAPI Troubleshooting
Unified CCE Troubleshooting (Optional) 1263


Collecting TAPI Information
Collecting TAPI Information

When preparing the Open Service Request Procedure for TAPI, you need to collect the following additional
information:
Additional debug tool log files, see:
Collecting Log Files on page1187
Collecting and Saving Log Files on page1187
Remember to include the following log files:
VoIP Capture
VoIP Logger
Systems\Logger\Log
Interactions Center Server D:\Program Files\NICE Systems\Interactions Center\Log
SIP Log - D:\Program Files\NICE Systems\CTI\Log
Summary Page:
Summary Page - <Applications Server Installation Path>\ServerBin\
NiceApplications.SummaryPage.log

TAPI Debug Tools
TAPI Debug Tools

The tools described in this section are integration specific for TAPI passive and active recording.
IMPORTANT
Remember to use the relevant Debug Service configuration for TAPI!
When setting up the Debug Service for TAPI, you should set the RecordingMode to Simple.
You should not use the Asychronous and Semi_Sychronous modes.
This information is only relevant when configuring TAPI Passive and TAPI Active.
ICM Active uses the standard Debug Service settings.
See Using NICE Testing and Debug Tools on page49 for more information.
The following additional debug tools are available for TAPI:

TAPIMonitor below
TSP on page1187
IMPORTANT
Customer Support. See Using NICE Testing and Debug Tools on page49 in the
TAPIMonitor
Follow the relevant procedure:
Setting Up TAPIMonitor below
Collecting Log Files on page1187
Resetting TAPI on page1187
Setting Up TAPIMonitor
The TAPIMonitor enables you to see the events occurring from the Cisco TSP. You can view the lines that
are open and see the events on those lines.
NOTE: This tool should only be used for debugging purposes when you are
instructed to do so by the NICE Customer Support.
Before opening an Open Service Request Procedure, set up the TAPIMonitor to run as a debug tool. You
should perform open line for a specific Directory Number (DN) and recreate the problematic call scenario.

You can also use the TAPIMonitor to verify that the Directory Numbers (DNs) are being monitored. In this
case too, you should perform open line.
Remember to send the TapiMonitor.exe log file when you open the Service Request.
Important!
When running TAPIMonitor as a debug tool, it is highly recommended that you stop the NICE
Integration Dispatch Service. If you cannot stop it for operational reasons, contact NICE
Customer Support.
To run the TAPIMonitor as a debug tool:

1. In the NICE Interactions Center, navigate to the TAPIMonitor.exe application (the default location is
D:\Program Files\NICE Systems\CTI\TAPICTILink).
2. Run the TAPI monitor application. A window appears with the connection details. For examples of a
successful connection, see the relevant integration:
Cisco active recording configurations, see .
3. Verify all extensions appear in the Line Address column.
Figure 34-1: TAPIMonitor.exe in Cisco Active Integrations - Verify all Extensions appear
4. In the TAPIMonitor.exe window, enter one of the lines of the phone devices. Press <Enter>. For
examples, Line 16 or 17, see the relevant integration:
Cisco active recording configurations, see .
Example:
Type 317 and press <Enter> to monitor DN 6100 on the physical device with the MAC
address SEP0015F97E28D8 for an Open Line.
5. Make a phone call from one device to another.

Example:
For line 16, use device 6007 that is on the device with the MAC Address - SEP000E38679072.
6. If you configured your system for security (SRTP), verify that a padlock icon appears on the
phones screen. (NOTE: This is for internal calls or external secured calls.)
7. Verify that the TAPIMonitor.exe window displays all of the information for the call coming from the
switch, including when relevant the SRTP keys for this session.
Figure 34-2: TAPI Active - TAPIMonitor.exe - Successful Connection Example

8. Relevant for Cisco active recording: Verify that all the monitored devices appear and that their
Recording modes also appear. This was configured in the CUCM. If there are problems, consult the
Cisco site engineer.
NOTE: You can also see the host name (SEP + MAC address) for each device.
This can be useful for future troubleshooting.
9. Perform the scenario and verify that events are received.

Figure 34-3: Example - Verify the Events are Received
After you have verified the connection, the TSP Client is able to monitor the devices configured in the
CUCM and receive the relevant information required to decrypt the call packets and to allow proper
recordings.
NOTE: You can view all information regarding the TAPIMonitor results in the
TAPIMonitor.txt file - Nice Systems\CTI\TAPICTILink.

10. To monitor all lines in this list, type -OAL and press <Enter>.
Figure 34-4: Monitor All Lines
11. Exit the program after the scenario is completed.

12. Navigate to D:\Program Files\NICE Systems\CTI\TAPICTILink.
Figure 34-5: TAPIMonitor Folder
13. Zip the files and send the TAPIMonitor.txt file to NICE Customer Support together with all other
debugs required in the Open Service Request, see:
Using NICE Testing and Debug Tools on page49 in the Troubleshooting Guide.
Collecting TAPI Information on page1181

Collecting Log Files
TAPI Debug Tools on page1182
Collecting Log Files

You should send the TAPIMonitor files to NICE Customer Support.
To collect the TAPIMonitor files:

1. In the NICE Interactions Center, navigate to the Nice Systems\CTI\TAPICTILink folder. (The default
location is D:\Program Files\NICE Systems\CTI\\TAPICTILink).
2. Zip the files and send them to NICE Customer Support.
Resetting TAPI
No reset is required for the TAPIMonitor. Remember to close the application when you have finished
debugging the system.
TSP
Follow the relevant procedure:
Collecting and Saving Log Files below
Resetting the TSP on page1190
Collecting and Saving Log Files

The TSP Log files are very useful for troubleshooting purposes. You should send these files together with
the other log files.
Before you repeat the scenario for troubleshooting purposes, you should delete existing log files. You then
need to set up the TSP for troubleshooting, repeat the problematic scenario, zip the log files for sending to
NICE Customer Support, and then return the TSP to its original settings.
To collect and save TSP log files:

1. Navigate to C:\Temp and delete all existing TSP log directories.
2. Navigate to Start > Programs > CiscoTAPI > Cisco TAPI Configuration. The CiscoConfig
window appears.

Figure 34-6: CiscoConfig Window
3. In the list, select CiscoTSP001.tsp and click Configure. The Cisco Unified Communications
Manager TSP window appears.
a. Click the Trace tab.

Figure 34-7: CUCM TSP Window - Trace Tab
IMPORTANT
Consider the available free disk space on the relevant drive before setting your File Size and
No. of files fields.
b. In the File Size field, enter 500. (This value is in MB.)

c. In the No. of files field, enter 20.
Example:
In the example above, the available disk space required will be:
500 x 20 = 10 GB.
d. Select Detailed.
e. Select the CTI Trace and TSPI Trace checkboxes.

Resetting the TSP
f. Leave the default directory setting as C:\Temp.

g. Click OK.
4. Repeat the problematic scenario.
5. Navigate to C:\Temp and zip the relevant log file directories and send them to NICE Customer Support
together with all other relevant log files and the completed Open Service Request Procedure checklist.
6. After sending the Open Service Request Procedures log files, reset the TSP to its original settings,
see Resetting the TSP below.
Resetting the TSP

After sending the TSP log files to NICE Customer Support, return the system to its original configuration.
To access and save TSP log files:

1. Navigate to Start > Programs > CiscoTAPI > Cisco TAPI Configuration. The CiscoConfig
window appears.
Figure 34-8: CiscoConfig Window
2. In the list, select CiscoTSP001.tsp and click Configure. The Cisco Unified Communications
Manager TSP window appears.
a. Click the Trace tab.

Resetting the TSP
Figure 34-9: CUCM TSP Window - Trace Tab
3. In the File Size field, enter 10.

4. In the No. of files field, enter 1.
5. Select Error.
6. Clear the CTI Trace and TSPI Trace checkboxes. (Only the TSP Trace checkbox should be
selected.)
7. Click OK.

TAPI Troubleshooting
TAPI Troubleshooting
Review the relevant NICE Interaction Management troubleshooting scenarios:
No Lines Appear in TAPIMonitor below
TSP Status Certificate Unavailable (Secure Connections) on page1196
Incorrect Reporting of Calls via the ACD (Hunt Pilot/Groups) on page1196
Incorrectly Reporting of Calls via the IVR on page1200
Incorrect Reporting of Group PickUp Scenarios on page1204
No Lines Appear in TAPIMonitor

Figure 34-10: TAPIMonitor - No Lines Appear
If no lines appear in the TAPIMonitor, troubleshoot this problem using the scenarios below:
Scenario 1: While you are configuring the TSP client (see Figure 34-11), you try
to run the TAPIMonitor.
Solution: Finish configuring the TSP client and then run TAPIMonitor.

Figure 34-11: Scenario 1
Scenario 2: Parameters in the TSP Client Are Not Configured Properly

If one of the parameters in the TSP client are not configured properly, then no lines appear in the
TAPIMonitor.
Solution: Verify the following parameters:

user name
password
IP address
Scenario 3: Problem of Connectivity

If there is a problem of connectivity from the NICE Interactions Center to the CUCM, then no lines appear
in the TAPIMonitor.
Solution: Perform all normal connectivity tests e.g. ping the CUCM, firewall, etc.
Scenario 4: No Devices were Configured on the CUCM

If no devices were configured on the CUCM, then no lines appear in the TAPIMonitor.
Solution: Ask the Cisco site engineer to verify that all relevant devices are configured on the CUCM in the
nicecti user.
Scenario 5: TSP Client does Not Appear

If the TSP client does not appear under the Phones and Modems Options window, then no lines appear in
the TAPIMonitor.
Solution: You need to add the TSP client.
To add the TSP client:

1. Navigate to Start > Settings > Control Panel > Phone and Modem Options. The Phone and
Modem Options window appears.
2. Click Advanced.

Figure 34-12: Phone and Modem Options Window - Advanced Tab
3. Click Add.
Figure 34-13: Phone and Modem Options Window - Advanced Tab

TSP Status Certificate Unavailable (Secure Connections)
4. Select the relevant Cisco TSP client. Click Add. The selected TSP client appears in the Phone and
Modem Options window.
5. Click Configure and verify that it is configured properly.
TSP Status Certificate Unavailable (Secure

Connections)
NOTE: This is only relevant for TAPI passive and active recording integrations using secured
connections.
Scenario: In the Security tab, the TSP Status certificate is not available.
Solution: Ask the Cisco site engineer for a new authorization string. Select Fetch Certificate and try to
fetch the certificate again. Then, reboot. If this doesnt work, reboot the CTI server.
Incorrect Reporting of Calls via the ACD (Hunt

Pilot/Groups)
IMPORTANT
This is relevant for TAPI passive and active recording only.
Scenario: Calls via the ACD (Hunt Pilot/Groups) are reported incorrectly.
Solution: Ensure that all Hunt Pilot/Groups are configured in the devices as ACDs.
To ensure that calls via the ACD are reported properly:

1. Verify that you are working in Technician Mode.
2. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI
Interfaces. Select the relevant CTI Interface and click the Devices tab.
3. Expand Available Devices.
4. Verify that the ACD numbers are in the list.

Incorrect Reporting of Calls via the ACD (Hunt Pilot/Groups)
Figure 34-14: Available Devices Area
5. If the ACD number is missing: Click Add. The Available Device window appears.

Figure 34-15: Available Device Window

a. Enter the Device number and select ACD as the Device Type.
b. Complete the window and click OK.
c. Click the Save button.
6. In System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations >
Drivers. Select the relevant Driver.
8. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click Configure. The
Driver - Interface Configuration window appears.
9. Expand Monitor Devices.

Incorrectly Reporting of Calls via the IVR
a. Verify that the ACD numbers are in the Monitored Devices list.
b. If the ACD number is missing: Select the ACD number from the Available Devices list and move
it to the Monitored Devices area.
10. Click OK. Click the Save button.
IMPORTANT
This is relevant for TAPI passive and active recording only.
Scenario: Calls via the IVR are not reported correctly.

Solution: Ensure that all CTI ports are listed in the Controlled Devices list in the Devices Information
area for your user.
Additionally, they should be configured in the Monitor Devices area as IVRs.
To ensure that CTI ports are reported properly:

1. In the CUCM, ask the Cisco site engineer to verify that all CTI ports are attached to your nicecti user
in the Controlled Devices list in the Devices Information area.

If devices do not appear in the Controlled Devices list, ask the Cisco site engineer to verify the
device configuration. See Defining the Device Association - Telephones and CTI Ports in the
relevant guide:
Figure 34-18: Device Information Area
NOTE: The graphic above is from CUCM version 8. Other CUCM versions may appear slightly
different.
2. Ensure that the CTI ports are configured as IVRs in the Monitor Devices area.
a. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations >
CTI Interfaces. Select the relevant CTI Interface and click the Devices tab.
b. Expand Available Devices.
c. Verify that the relevant IVR numbers (CTI ports) are in the list.
3. If the IVR number (CTI port) is missing: Click Add. The Available Device window appears.
a. Enter the Device number and select IVR as the Device Type.


c. Click .
4. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations >
a. Click the Interfaces tab. In the Attach CTI Interfaces area, select the relevant Interface checkbox
and click Configure.
b. In the Driver - Interface Configuration window that appears, expand Monitor Devices.
a. Verify that the IVR numbers are in the Monitored Devices list.
b. If the IVR number is missing: Select the IVR number from the Available Devices list and move it
to the Monitored Devices area. Click OK.

Incorrect Reporting of Group PickUp Scenarios
5. Click .
IMPORTANT
This is relevant for TAPI CTI passive and active recording only.
Scenario: Group PickUp scenarios are reported incorrectly.

Solution: Ensure that all PickUp Group numbers are configured in the Monitor Devices area as PickUp
Groups.
To ensure that all PickUp Group numbers are configured as PickUp

Groups:
1. Ensure that the PickUp Group numbers are configured as PickUp Groups in the Monitor Devices
area.
a. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations >
CTI Interfaces. Select the relevant CTI Interface and click the Devices tab.
b. Expand Available Devices.
c. Verify that the relevant PickUp Group numbers are in the list.
2. If the PickUp Group is missing: Click Add. The Available Device window appears.
a. Enter the Device number and select PickUp Group as the Device Type.


3. Click .
4. In System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations >
5. Click the Interfaces tab. In the Attach CTI Interfaces area, select the relevant Interface checkbox and
click Configure.
6. In the Driver - Interface Configuration window that appears, expand Monitor Devices.
a. Verify that the PickUp Group numbers are in the Monitored Devices list.
b. If the PickUp Group number is missing: Select the PickUp Group number from the Available
Devices list and move it to the Monitored Devices area.

c. Click OK. Click .

General CUCM Troubleshooting
General CUCM Troubleshooting

Review the relevant CUCM scenarios:
A Complete List of Lines does not Appear below
Call Park Scenarios are not Reported Correctly on page1210
Receiving No Events for a Specific Device on page1211
A Complete List of Lines does not Appear

Scenario: After installing and configuring the Cisco TSP, you run TapiMonitor.exe. However, a complete
list of lines does not appear.
Solution: Reboot the computer. The Telephony Service must be synchronized with the CUCM. For this to
happen, the computer must be rebooted. See the following section, Resetting the CTI service on the
CUCM cluster below.
Resetting the CTI service on the CUCM cluster

Follow this procedure to reset the CTI service on the CUCM cluster.
To reset the CTI service on the CUCM cluster:

1. From the Navigation drop-down list, select Cisco Unified Serviceability and click Go.
2. Login to Cisco Unified Serviceability.


A Complete List of Lines does not Appear
4. In the Select Server area, from the Server drop-down list, select the server where the CTI service is
installed.

Call Park Scenarios are not Reported Correctly
Figure 34-29: Select Server Area
5. Click Go.
6. In the CM Services area, select Cisco CTIManager and click Restart.
Call Park Scenarios are not Reported Correctly

NOTE: This is relevant for TAPI passive and active recording integrations only.
Scenario: Call Park scenarios are not reported correctly.
Solution: Ensure that the Call Park numbers are attached to your nicecti user.
To ensure that all Call Park numbers are attached to the nicecti user:
Ask the Cisco site engineer to verify in the CUCM, that all Call Park numbers are attached to your
nicecti user appear in the Permissions Information area.

Receiving No Events for a Specific Device
Figure 34-30: Permissions Information Area
If the Call Park numbers do not appear in the Permissions Information area, ask the Cisco site
engineer to verify the Groups and Roles.
See Defining a Cisco Application User (nicecti user) in CUCM using Active Recording (JTAPI,
TAPI, ICM & Genesys) - Switch-Side Preparation.

If you have performed all the required configuration for the Application User and you still receive no events
for a specific device, follow the procedure below.
To enable control of device from CTI:


2. In the Find Phone where area, enter the information for the phone/s that you want to record. Click
Find. The Phone Configuration window appears.
3. In the Device Information area, select Allow Control of Device from CTI.

Receiving No Events for a Specific Device #2
Figure 34-34: Phone Configuration Window - Allow Control of Device from CTI
4. Click Save. If you still receive no events from this specific device, see Receiving No Events for a
Specific Device #2 below.

IMPORTANT
If there is still a problem after you have performed the configuration above, ask the Cisco site
engineer to verify that this device is associated with the Application User and not an End
User as recommended by Cisco.
See the CUCM using Active Recording (JTAPI, TAPI, ICM, Genesys) Switch-Side
Preparation.
If the problem continues, see Receiving No Events for a Specific Device #3 below.

If you have verified that Allow Control of Device from CTI is selected and that the device is associated
with the Application User/End User and you are still receiving no events for a specific device, you should
reset the Cisco CTIManager Service.
To reset the CTIManager Service:

1. Navigate to the Cisco Unified Serviceability window.

No Recording is Made (Cisco Active)
Figure 34-35: Control Center - Feature Services
3. For the relevant server, reset the relevant Cisco CTIManager.
No Recording is Made (Cisco Active)

NOTE: This troubleshooting is relevant for Cisco active integrations (both TAPI and ICM).
This scenario is when you have events but no recording occurs. This can be caused by a few scenarios:
1: Verify the Built In Bridge is Set to On on the Phone below
2: Verify the System-Wide Setting for the Built In Bridge is Set to On on page1216
3: Verify the Line Appearance on page1217
4: Verify the Recording Destination Address Number on page1217
1: Verify the Built In Bridge is Set to On on the Phone

The system-wide setting for the Built In Bridge only operates if the individual phone setting is set to Use
Default. If either the On/Off setting is set on an individual phone, this overrides the system-wide setting.
You should verify the problematic phones settings.

1: Verify the Built In Bridge is Set to On on the Phone
To verify the Built In Bridge settings on a phone:


2. In the Find Phone where area, enter the information for the phone/s that you want to record. Click
Find. The Phone Configuration window appears.

2: Verify the System-Wide Setting for the Built In Bridge is Set to On
3. In the Device Information area, ensure that the Built In Bridge is set to On.
4. If the Built In Bridge is set to Use Default, verify the system-wide settings. See 2: Verify the
System-Wide Setting for the Built In Bridge is Set to On below.
2: Verify the System-Wide Setting for the Built In Bridge is

Set to On
For recording to take place, the Built In Bridge has to be set to On on a system-wide level. Verify the
Global Settings for the Built In Bridge. Follow the procedure below.
To verify the system-wide setting for the Built In Bridge

1. Ask the Cisco site engineer to check that the Built In Bridge is set to On on a system-wide level. See
Defining the Built In Bridge on a System-Wide Level in the CUCM using Active Recording (JTAPI,
TAPI, ICM & Genesys) - Switch-Side Preparation.
2. If there is still no recording, see 3: Verify the Line Appearance on the facing page.

3: Verify the Line Appearance
3: Verify the Line Appearance

Verify that the Recording Option and the Recording Profile on the Directory Number configuration
page is set correctly.
To verify the Recording Option and Profile:

1. Ask the Cisco site engineer to verify the following procedure: Using the Associating Recording Profile
with Recorded Device Number and Selecting the Recording Method procedure in the CUCM using
Active Recording (JTAPI, TAPI, ICM, Genesys) Switch-Side Preparation.
2. If there is still no recording, see 4: Verify the Recording Destination Address Number below.
4: Verify the Recording Destination Address Number

Verify the Recording Destination Address number is correct. Follow the procedure below.
To verify the Recording Destination Address number:

1. Ask the Cisco site engineer to verify the Recording Destination Address number.
Figure 34-39: Recording Profile Configuration Window - CUCM 8
NOTE: The graphic above is relevant for CUCM version 8. For all other versions, refer to your Cisco
site engineer.
2. Run the sniffer on the Interactions Center machine.
3. On a phone, dial the Recording Destination Address number.
4. On the sniffer, you should see a SIP Invite message coming from one of the Call Manager servers in
the cluster. The SIP Invite message should contain details regarding the phone. Normal behavior on
the side of Cisco indicates that the Cisco system is functioning and configured correctly.
5. If a recording problem still exists, look for a problem on the NICE side of the integration.
Events Are Not Received

If your site is experiencing problems when receiving events, go through the following scenario/s:

1. Verify the Configuration of the nicecti user
1. Verify the Configuration of the nicecti user

Ask the Cisco site engineer to verify that the nicecti user is configured as an Application User and not as
an End User. For more information, see CUCM using Active Recording (JTAPI, TAPI, ICM, Genesys)
Switch-Side Preparation.
2. Verify the Built In Bridge Settings (Cisco Active only)

Ask the Cisco site engineer to verify that the Built In Bridge is set to On, see:
1: Verify the Built In Bridge is Set to On on the Phone on page1214
2: Verify the System-Wide Setting for the Built In Bridge is Set to On on page1216
3. Verify the Line Appearance (Cisco Active Recording

only)
Verify that the Line Appearance is correct, see 3: Verify the Line Appearance on the previous page.
Extension Mobility Log In/Log Out Problems

IMPORTANT
This is relevant for Cisco TAPI passive and active recording only.
If your site is experiencing extension mobility login/logout problems, ask your Cisco site engineer to verify
that the nicecti user is configured as an Application User and not as an End User. For more information,
see the relevant guide:
CUCM using Passive Recording - Switch-Side Preparation Guide.
CUCM using Active Recording (JTAPI, TAPI, ICM, Genesys) Switch-Side Preparation


Consult the following for VRSP error codes or messages:
VRSP Error Codes
VRSP SNMP Messages

information within the Cisco active recording solution.
Startup until the end, verifying your log files at each step. See:
Total Recording Troubleshooting on page1221.
Interaction-Based Recording Troubleshooting on page1238.
VRSP Error Codes

The following error codes appear on the VRSP during the NICE Interactions Center and the CUCM
Table 34-1:
VRSP Error Codes
Error Code Short

Description
VoIP Logger or the CUCM.
404 Not found The CUCM or VoIP Logger sends Invite messages for
a device that does not appear in the list of Recording
Profiles.
503 Service The VRSP receives an error code from the TAPI
Unavailable interface for a Start Record Request.
VRSP SNMP Messages

The following VRSP SNMP messages can appear during the NICE Interactions Center and the CUCM

Table 34-2:
VRSP SNMP Messages
SNMP Message
FSP is up VRSP is up.
FSP is down VRSP is down.
CTI Manager crash The VRSP tries to communicate with the TAPI server
during Interaction-based recording.
Infrastructure failures

Total Recording Troubleshooting
IMPORTANT
If you suspect that your troubleshooting problems stem from the NICE side of the integration,
follow the flow of information from the beginning of System Startup until the end verifying your
log files at each step.
System Startup
Figure 34-40: System Startup

System Startup
Table 34-3:
System Startup - Total Recording
1.1: VRSP receives Profiles from

TAPI on the facing page
VRSP acquires the UDI, DN, and Recording
option from the CTI Manager via TAPI. 1.2: UDIs / DNs / UDIs + DNs
Received by the VRSP at Startup
You can view all the extensions that the VRSP
on page1224
acquires in the TAPIMonitor.exe.
RCM reads the forwarding devices (VRSP 2.0: VRSP/s in the RCM Log File
addresses) from the System Administrator on page1224
(CTI Integration).
NOTE: Continue as follows:

For Interaction-based recording, see Interaction-Based Recording Troubleshooting on
page1238
For Total recording, see System Startup, see System Startup - Total Recording Only below
Table 34-4:
System Startup - Total Recording Only
The RCM allocates channels per device and

passes the device information and the
forwarding device (VRSP) to the IP Capture.

1.1: VRSP receives Profiles from TAPI
Table 34-4: System Startup - Total Recording Only (continued)
The IP Capture in the VoIP Logger allocates

two ports for each UDI and VRSP entry.
The following information is delivered to the IP
Capture process in the VoIP Logger: UDI
and/or DN, VRSP IP address.
The IP Capture in the VoIP Logger sends the 5.1: IP Capture Process Log File -
forwarding command to the VRSP. This SIP VRSP, UDI, Logger IP & Port on
Message consists of a complete list of: page1225
UDI 5.2: SIP Message on page1226
VoIP Logger IP address 5.3: Media Source Details on
page1227
ports
5.4: Getting SDP from the
Codecs.
Request on page1228

These are the extensions that the VRSP sees on startup.
To see how this fits into the overall flow, see Call - Total Recording on page1231.
NOTE: You can also see these extensions in the TAPIMonitor.exe.

Figure 34-41: Extensions Acquired from TAPI as Seen in the VRSP (FSP)
You can also see this in the TAPIMonitor:

1.2: UDIs / DNs / UDIs + DNs Received by the VRSP at Startup
Figure 34-42: Extensions Acquired from TAPI as Seen in the TAPIMonitor
1.2: UDIs / DNs / UDIs + DNs Received by the VRSP at

Startup
NOTE: UDIs will only appear in a TAPI Active environment. In a TAPI active environment, you can
see either UDIs or DNs or UDIs and DNs. In an ICM Active environment, you will see just DNs.
In TAPI Active, this is an example of the information that the VRSP holds at the end of the initialization
phase:
Table 34-5:
52000 SEP001E4AF1A8CC Application Invocation
52001 SEP001E4AF1A8CD Application Invocation
52003 SEP001E4AF127F8 Application Invocation
52010 SEP001E4AF12D5C Automatic Recording
2.0: VRSP/s in the RCM Log File


1. Navigate to D:\Program Files\NICE Systems\NICE CLS\Log.

5.1: IP Capture Process Log File - VRSP, UDI, Logger IP & Port

address and port display here.
For more information, see Interactions Center Configuration section in the Cisco Active integration
guide.
If the RCM UseMappedForwardingDevices is defined as No, then the RCM will not use the
Support.
5.1: IP Capture Process Log File - VRSP, UDI, Logger IP &

Port
NOTE: UDIs will only appear in a TAPI Active environment.
In a TAPI Active environment, after the VoIP Logger has sent the forwarding command to the VRSP, the
VRSP contains the following information:

5.2: SIP Message
Table 34-6:
UDI
To troubleshoot the VRSP, UDI, Logger IP and Port from the IP Capture
process log file:
Navigate to C:\Program Data\Nice system\IPCapture\Log.
Figure 34-44: IP Capture Log File
5.2: SIP Message

IP address and port of the VRSP (FSP) to whom the Invite message was sent

5.3: Media Source Details
Figure 34-45: VRSP Log File (Total example)

The devices are now added to the Forwarding Device. The DN and UDI (TAPI Active only) are added
separately.
Figure 34-46: ICM Active - VRSP Log File (Interaction-based example)

5.4: Getting SDP from the Request
Figure 34-47: TAPI Active - VRSP Log File (Interaction-based example)
5.4: Getting SDP from the Request

To troubleshoot the DN, UDI (for TAPI Active only), Logger IP, Port, and
Codec Sets from the VRSP log file:

18 - G729
4 - G723
9 - G722
5.5: IP Capture and SRTP



process log file:
1. Navigate to C:\Program Data\Nice system\IPCapture\Log.
If using SRTP encryption, when the session opens, you should see that the security mode used is
encrypted.
Figure 34-49: IP Capture Opens Session with VRSP with Crypto Keys (Total example)
VRSP Receives Invite from IP Capture in Secure Environment

Figure 34-50: VRSP Receives Invite from IP Capture Log File (Total example)
CUCM sends Invite to VRSP in Secure Environment

Figure 34-51: CUCM Sends Invite to VRSP - VRSP Log File (Total example)
VRSP sends OK to CUCM in Secure Environment

Figure 34-52: VRSP Sends OK to CUCM - VRSP Log File (Total example)
VRSP sends update to IP Capture in secure environment

Figure 34-53: VRSP Sends Update to IP Capture - VRSP Log File (Total example)
IP Capture receives the cryptographic keys - Secure Environment

Figure 34-54: IP Capture Receives Crypto Keys - IP Capture Log File (Total example)
IP Capture decrypts the call - Secure Environment

Figure 34-55: IP Capture Decrypts Call - IP Capture Log File (Total example)

Call - Total Recording
Call - Total Recording

Figure 34-56: Total Recording
Table 34-7:
Total Recording
The Start Call event arrives via TAPI. 6.1: CUCM SIP Invite to VRSP in
the VRSP Log Files on the next
In parallel, the CUCM asks the VRSP for the
page
SDP (VoIP Logger IP address, ports, and
Codecs) of the UDI that needs to be recorded. 6.2: Communication between
This is an Invite SIP message. VRSP & CUCM on page1233
CUCM instructs the agent phone to send two

RTP streams (Rx & Tx) to the VoIP Logger IP
address and ports.
The phone sends two RTP streams to the 8.0: Using Wireshark to see that
VoIP Logger IP address and ports. the RTP Streams are Received on
page1235

6.1: CUCM SIP Invite to VRSP in the VRSP Log Files
6.1: CUCM SIP Invite to VRSP in the VRSP Log Files

The CUCM SIP Invite message can be found in the VRSP log files.
To troubleshoot from the CUCM SIP Invite Message in the VRSP log files:
Navigate to D:\NICECTI\Integration\Log
Figure 34-57: CUCM SIP Invite Message in the VRSP Log File

6.2: Communication between VRSP & CUCM

You can troubleshoot the VRSP on the CUCM by checking if two SIP Invite messages (Rx & Tx) from the
each call are:
Invite from CUCM

Figure 34-58: Invite from the CUCM

8.0: Using Wireshark to see that the RTP Streams are Received
IMPORTANT
8.0: Using Wireshark to see that the RTP Streams are

Received

Total Troubleshooting Scenarios

5. Click Apply. Look for the packet going between the Cisco IP phone and the NICE IP Capture (Logger)
showing the RTP streams seen below.
Total Troubleshooting Scenarios


Solution: Check the CUCM configuration according to the guidelines recommended in this book. See the
relevant procedure in the CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) - Switch-Side
Preparation.


can be for the following reasons:
The devices have not been configured in the channel mapping.

Interaction-Based Recording Troubleshooting
Interaction-Based Recording
Troubleshooting
IMPORTANT
follow the flow of information from the beginning of System Startup until the end.
Verifying your log files at each step.
System Startup
Figure 34-61: System Startup

System Startup
Table 34-8:
Interaction-based Recording - System Startup
1.1: VRSP receives Profiles from

TAPI on page1241
VRSP acquires the UDI, DN, and Recording
option from the CTI Manager via TAPI. 1.2: UDIs / DNs / UDIs + DNs
Received by the VRSP at Startup
You can view all the extensions that the VRSP
on page1242
acquires in the TAPIMonitor.exe.
RCM reads the forwarding devices (VRSP 2: VRSP/s in the RCM Log File on
(CTI Integration).
Figure 34-62: Interaction-based Recording - Flow of Information through the Log Files

System Startup
Table 34-9:
The Start Call event arrives at the NICE 3.1: Call Server Start Call
Interactions Center via TAPI. Event Sent on page1243
The RCM forwards the UDI, DN, VRSP IP Interaction-Based Recording

address and Call ID information to the VoIP Troubleshooting on page1238
Logger.
The RCM allocates channels according to the
UDI and/or DN and Call ID.
NOTE: For ICM Active, there is no UDI.
IMPORTANT: Verify that the Observation by
Call + Device checkbox for channel mapping is
selected.
The IP Capture in the VoIP Logger allocates two 5.1:Troubleshooting Ports, DN,
ports for each UDI, DN, VRSP, Call ID. UDI and Call ID in IP Capture
Log File on page1244
The VoIP Logger sends the forwarding command
to the VRSP (DN@SEP + VoIP Logger IP 5.2: VRSP Receives the SDP
address + Ports + Call ID). from the VoIP Logger on
page1248
For SRTP environments only: The IP Capture

sends the forwarding command over a secure
connection (TLS). For each call, the VRSP
initiates update messages which contain
encryption keys for that call.
VRSP sends a Start record request via a TAPI 6.1: Start Record Request to a
command to the CTI Manager. Specific Call ID on page1249
6.2: Start Record Succeeded on
page1250

Table 34-9: Interaction-based Recording (continued)
CUCM asks the VRSP for the VoIP Logger IP 7.1: CUCM asks the VRSP for
address and ports of the UDI to be recorded. the SDP on page1250
7.2: CUCM SIP Invite to VRSP
in the Wireshark Trace on
page1251

These are the extensions that the VRSP sees on startup.
NOTE: You can also see these extensions in the TAPIMonitor.exe.

Figure 34-63: Extensions Acquired from TAPI as Seen in the VRSP
You can also see this in the TAPIMonitor:

Figure 34-64: Extensions Acquired from TAPI as Seen in the TAPIMonitor

1.2: UDIs / DNs / UDIs + DNs Received by the VRSP at Startup
1.2: UDIs / DNs / UDIs + DNs Received by the VRSP at

Startup
NOTE: UDIs will only appear in a TAPI Active environment. In a TAPI Active environment, you can
see either UDIs or DNs or UDIs and DNs. In an ICM Active environment, you will see just DNs.
In a TAPI Active environment, this is an example of the information that the VRSP holds at the end of the
initialization phase:
Table 34-10:
52000 SEP001E4AF1A8CC Application Invocation
52003 SEP001E4AF127F8 Application Invocation
52010 SEP001E4AF12D5C Automatic Recording
2: VRSP/s in the RCM Log File


1. Navigate to D:\Program Files\NICE Systems\NICE CLS\Log.

3.1: Call Server Start Call Event Sent

Support.
3.1: Call Server Start Call Event Sent

To see how this fits into the overall flow, see System Startup on page1238.
When this scenario finishes, the NICE Interactions Center acting as Controller, contains the following
information:
Table 34-11:
UDI DN
SEP1 2000 VRSP1

Navigate to D:\Program Files\NICE Systems\NICECLS\Log.

5.1:Troubleshooting Ports, DN, UDI and Call ID in IP Capture Log File
5.1:Troubleshooting Ports, DN, UDI and Call ID in IP

Capture Log File
After the RCM forwards the UDI, DN, VRSP, Call ID, and the allocated channel number information to the
VoIP Logger, the IP Capture process on the VoIP Logger allocates two ports for each UDI, DN, VRSP and
Call ID entry.
The VoIP Logger then sends the forwarding command, containing a Session Description Protocol (SDP),
to the VRSP (DN@SEP, VoIP Logger IP address, Ports, and Call ID.
NOTE: There are situations where the IP Capture sends just the DN + CallID.
Table 34-12:
Key Call ID
DN@SEP Call ID Logger IP, Rx Port
DN@SEP Call ID Logger IP, Tx Port
In this log file, you can see the IP Capture in the VoIP Logger allocating two ports for each UDI, DN,
VRSP, and the Call ID.

Navigate to C:\Program Data\Nice system\IPCapture\Log.

5.2: SIP Message
5.2: SIP Message

with the IP address and port of the VRSP (FSP).

The devices are now added to the Forwarding Device. The DN and UDI are added separately.



process log file:
1. Navigate to C:\Program Data\Nice system\IPCapture\Log.
a. If using SRTP encryption, when the session opens, you should see that the security mode used is
encrypted.
Figure 34-70: IP Capture Opens Session with VRSP with Crypto Keys (Interaction-based Example)
b. VRSP Receives Invite from IP Capture.

Figure 34-71: VRSP Receives Invite from IP Capture Log File (Interaction-based Example)
c. VRSP invokes StartRecord request in TAPI.

Figure 34-72: VRSP is invoking StartRecord request in VRSP Log File (Interaction-based Example)
d. CUCM sends Invite to the VRSP.

Figure 34-73: CUCM Sends Invite to the VRSP - VRSP Log File
e. VRSP responds with cryptographic keys to the CUCM.

Figure 34-74: VRSP responds with cryptographic keys to CUCM - VRSP Log File
f. VRSP receives success response from TAPI.

Figure 34-75: VRSP Receives Success Response from TAPI - VRSP Log File
g. VRSP sends update to IP Capture.

5.2: VRSP Receives the SDP from the VoIP Logger
Figure 34-76: VRSP Sends Update to IP Capture - VRSP Log File
h. IP Capture receives the cryptographic keys.

Figure 34-77: IP Capture Receives Crypto Keys - IP Capture Log File
i. IP Capture decrypts the call.

Figure 34-78: IP Capture Decrypts Call - IP Capture Log File
5.2: VRSP Receives the SDP from the VoIP Logger


6.1: Start Record Request to a Specific Call ID
Table 34-13:

Logger IP, Rx & Tx Port
52003@ SEP001E4AF127F8 29360489 10.39.36.20, 3957, 3958
Ports (Rx & Tx)
Codec Sets
log file:
Figure 34-79: TAPIMonitor Log File
6.1: Start Record Request to a Specific Call ID

After the Start Record Command Flow of Information - Non-Secure Configuration (see the relevant Cisco
Active integration guide)takes place, the Start Call Request (via TAPI) appears in the Connection Manager
log files.
To troubleshoot the Start Record Request from the Connection Manager

log file:

6.2: Start Record Succeeded
Figure 34-80: Connection Manager Log File
6.2: Start Record Succeeded

The log file below shows the Start Record succeeded.
However, if the recording of the call failed, the following steps should be taken:
1. Check the SIP Trunk using the Ethereal sniffer
2. Check that the IP Captures request contains the current DN, UDI and CallID.
3. Check the Privacy parameter in the CUCM.
To troubleshoot the Start Record Succeeded from the Connection

Manager log file:
7.1: CUCM asks the VRSP for the SDP

This SIP Invite message is sent twice:
Rx farend
Tx nearend

7.2: CUCM SIP Invite to VRSP in the Wireshark Trace

You can troubleshoot the VRSP on the CUCM by checking if two SIP Invite messages (Rx & Tx) from the
each call are:
Invite from CUCM

5. Click Apply.
6. Look for the packet going between the Cisco IP phone and the NICE IP Capture (Logger) showing the
RTP streams seen below.

8: Using Wireshark to see that the RTP Streams are Received
IMPORTANT
There are cases where the SDP sees the attribute a=inactive.
In this case, the displayed VoIP Logger IP is 127.0.0.1.
8: Using Wireshark to see that the RTP Streams are

Received

Interaction-based Troubleshooting Scenarios
5. Click Apply.
6. Look for the packet going between the CUCM and the NICE Interactions Center showing the Invite
SIP command seen below.



TLS Troubleshooting
TLS Troubleshooting
Troubleshoot the TLS connection using the following:
No Recording in Conference Scenarios

If you are working in a secured environment and the CUCM SIP session immediately opens and closes,
verify that SRTP is selected in the CUCM.
In this case, the BYE messages from the CUCM will have a Reason (SIP) Header with the following value:
Q.850 ;cause=47
To verify that SRTP is selected:

1. On the CUCM, in the Trunk Configuration area, verify that SRTP Allowed is selected.
Figure 34-87: Device Information Area - SRTP Allowed
No Recording in Conference Scenarios

In the situation where the Media Provider Controller SessionTimerSessionExpires parameter is
incorrectly configured with a value that is less than the MinSE in the CUCM (the default is 1800), the
system will fail to record the conference scenario.
Solution:
In the Media Provider Controller, set the SessionTimerSessionExpires parameter value to 1800.
NOTE: In VRSP redundancy, verify this setting on both the primary and secondary VRSP.

Troubleshoot the following IP Capture error messages that occur in a SRTP environment:
Error: Certificate is not Configured Correctly
Opening Session - Security Mode does not Appear as Encrypted
Error: Certificate is not Configured Correctly

If the certificate is not configured correctly, or is not valid, or cannot be found an error message appears.
SIPComm::TlsManager::InitializeTLSManager Initializing TLS Manager
28/02/2010 09:11:47.417 | WARNING | 6 | SIPCommunicator |
SIPComm::CertificateHandler::GetCertificateFromStore Certificate not
found. Serial=
SIPComm::TlsManager::InitializeTLSManager Failed to get certificate and
key
SIPComm::SIPStackMgr::CreateSIPStack Failed to create stack. TLS
Initialization failure
SIPComm::SIPStackMgr::StackThread Failed to create SIP stack.
SIPComm::SIPStackMgr::StackThread Exit Stack thread
SIPComm::SIPStackMgr::InitializeStackMgr Stack thread was not
initialized.
SIPComm::CommunicatorMgr::InitializeCommunicatorManager Failed to create
stack.
Opening Session - Security Mode does not Appear as

Encrypted
In the SIP Opening session message, the SecurityMode should appear as Encrypted:

Opening Session - Security Mode does not Appear as Encrypted
1) 25/02/2010 11:31:32.355 | INFO | 11 | SIPIntegration |

SecurityMode=Encrypted,ForwardDeviceUri=voip-
test7@172.22.56.58,ProtocolVersion=Ver_
1,MediaSource=DEV=172.22.56.58,Direction=Incoming,TargetIP=172.22.48.13,
TargetPort=4747,Participants 2

CUCM - Cisco Active Troubleshooting
CUCM - Cisco Active Troubleshooting

If you are experiencing problems with your NICE Interactions Center and the CUCM integration, consult
the following troubleshooting problem scenarios and solution procedures:
Ensure that the CUCM is Configured Correctly
CUCM Sending SIP Invite Messages to VRSP on the next page
Ensure that the CUCM is Configured Correctly

The following procedure ensures that the CUCM is configured correctly.
Ask the Cisco site engineer for the Route Pattern number configured in the CUCM. For information
regarding Route Patterns, see the CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) -
Switch-Side Preparation.
To ensure that the CUCM is configured correctly:

2. Run the Sniffer. Capture the traffic of the Interactions Center NIC while performing a call.
4. Place a call from the telephone that is being monitored to the Route Pattern number that is configured
in the Route Pattern.
5. On the telephone, you receive a fast busy tone. (This is the normal response.)
6. On the sniffer, you receive SIP Invite messages from the CUCM IP Address.
If you receive SIP Invite messages, this indicates that the flow is correct: the Route Pattern is going to
the Route List, which is going to the Route Group, which is going to the SIP Trunk.

CUCM Sending SIP Invite Messages to VRSP

You can troubleshoot the VRSP and verify that the VRSP is receiving the Invite messages from the
CUCM. You do this by checking if the two SIP Invite messages (Rx & Tx) from the CUCM IP address are
received at the beginning of a call.
The two messages that should arrive from the CUCM at the beginning of each call are:
Invite from CUCM
To verify SIP Invite messages via the Ethereal sniffing tool:
2. Run the Sniffer.
5. Click Apply.
The calls with their Invite messages should appear.

6. Look for the packet sent between the CUCM and the NICE Interactions Center showing the Invite SIP
command seen below.
Figure 34-89: Invite from the CUCM - Shows Normal Behavior
Figure 34-90: OK from VRSP with SDP - Shows Normal Behavior

NOTE: If the calls and Invite messages do not appear, there is a problem on the
Cisco side. Work with the Cisco site engineer to correct the problem.

Unified CCE Troubleshooting (Optional)
Unified CCE Troubleshooting (Optional)

If you are experiencing problems with your NICE Interactions Center and the ICM integration, consult the
following troubleshooting problem scenarios and solution procedures:
No HCall was Found (ICM Active) below
If Line Operation Failed (ICM Active) on the next page
No HCall was Found (ICM Active)

Scenario: When using the VRSP and ICM for Interaction-based recording, no calls are recorded and the
message No HCall was found appears.
Solution: Navigate to NICE System Administrator > CTI Integrations > Drivers > relevant Driver.
Verify that the ForceTapiCallId has been set.
To verify that ForceTapiCallId has been set:

1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations >
Drivers. Select the relevant Cisco IP-Phone Based Driver. The General tab of the selected Driver
appears.
3. Select the relevant Interface checkbox and click Configure. The Driver - Interface Configuration
window appears.

4. Expand Additional Driver Switch Parameters.

Figure 34-94: Additional Driver Parameters Area
5. Verify that the ForceTapiCallId parameter is present.

6. If Line Operation Failed (ICM Active)
Scenario: The message line operation failed appears on a device.

Solution: Check the configuration of the SIP Trunk and Recording Profile.
To ensure that the Recording Profile and SIP Trunk are properly
configured:
1. Ask the Cisco site engineer to verify that the SIP Trunk has been properly configured. See
configuration information in the CUCM using Active Recording (JTAPI, TAPI, ICM & Genesys) -
Switch-Side Preparation Guide.
2. Ask the Cisco site engineer to verify that the Recording Profile has been properly configured.
3. If both the SIP Trunk and Recording Profile are properly configured and you are still not receiving all
device attributes, check your channel mapping configurations.

Preventing SIP Port Collisions

Why do I need to know this?
There are several NICE components which communicate over the SIP trunk:
VoIP Logger
VRSP
VoIP Logger 5064
VRSP 5060
IMPORTANT
entered.

Figure 34-95: SIP Ports

The SIP Log can be found in:
D:\Program Files\NICE Systems\CTI\Log.

35
Cisco ICM Troubleshooting

35:
This section provides guidelines for using the CTITest application as an effective analysis tool. This tool is
provided by Cisco and enables you to troubleshoot the Cisco side of your site.
Contents
CTITest Application 1268
CTITest Procedures 1273
Additional Scenarios 1276
Troubleshooting Mapping (Passive or Active) 1277

35: Cisco ICM Troubleshooting
CTITest Application
CTITest Application
Ciscos CTITest application displays different CTI events depending on your configuration of the CTITest
application.
The CTITest is attached to the CTI server via a socket connection. (The Connection Manager connects in
the same way.) It then displays either all the events that occur on the switch (all events bridge) or only the
events that pertain to a single desktop (client mode).
If you have a problem with the Connection Manager or CTI Driver, you can check whether the same
problem occurs in the CTITest application. If the problem occurs in the CTITest application as well, then
the source of the problem is probably from the switch installation. If the problem does not occur in the
CTITest application, then the source of the problem is probably in the Connection Manager or the CTI
Driver configuration.
Running the CTITest

To run the CTITest follow the procedures below.
NOTE: Request the CTITest.exe and lcrmsgs.dll from your Cisco site
engineer.
To run the Cisco ICM CTILink:

1. Copy the CTITest.exe and Icrmsgs.dll to the NICE Interactions Center.
2. Double-click CTITest.exe to open the CTITest application. The following window appears.

Running the CTITest
Figure 35-1: CTITest.exe Window
To display all the events from the PG:

1. Type the following lines:
a. config /hostA [primary PG IP] /portA [primary PG port number]
Press <Enter>.
b. config /hostB [secondary PG IP] /portB [secondary PG port number]
Press <Enter>.
c. config /version [CG/CTIOS]
Press <Enter>.
d. config /service 0x00000016
Press <Enter>.
e. Trace /msgs
Press <Enter>.
2. Optional: If you want to save the data into binary mode, type the capture command as follows:
capture /file [file name] /maxsize [maximum size of the file]
If the capture fails, type:

Verifying if the Peripheral is Online
capture /maxsize 100000000 (or another big number)

until it succeeds.
3. Type open and press <Enter>.
To close the capture:

Type close and press <Enter> or close the application.

You can verify if the peripheral is online. Follow the relevant procedure below.
To verify if the peripheral is online (CTIServer):

1. Double-click CTITest.exe to open the CTITest application.
2. Run the CTITest application and connect to the relevant IP address and port of the CTIServer.

Figure 35-2: CTITest Window - PG
3. Verify the Peripheral ID and its status.
To verify if the peripheral is online (CTIOS):

1. Double-click CILTest.exe to open the CILTest application.
2. Run the CILTest application and connect to the relevant IP address and port of the CTIOS.

Figure 35-3: CILTest Window
3. Verify the Peripheral ID and its status.

CTITest Procedures
CTITest Procedures
This section describes troubleshooting procedures for the NICE Interactions Center and the Cisco Unified
Communications Manager environment. Troubleshooting is performed using the CTITest application, see
CTITest Application on page1268.
NOTE: For the following problems, use the CTITest application for a preliminary
test. In most cases, this will indicate the source of the problem.
Connection Problems
Connection Manager cannot connect to the CTI server
This problem is relevant for all CTI Server ICM integrations:
CTITest Analysis:
Try to connect to the CTI Server.
If the CTITest application connects properly, the problem is in the Connection Manager interface
configuration. Review the Connection Manager Monitor in the Using NICE Testing and Debug Tools
section in the Troubleshooting Guide and verify that the Connection Manager interface is configured
correctly.
If the CTITest.exe application cannot connect, the problem is in the CTI Server.
NOTE: Contact the Cisco site engineer.
No Events
Connection Manager does not receive events
This problem is relevant to all CTI Server ICM integrations.
CTITest Analysis:
Run the CTITest application and check if it receives events.
If you receive events through the CTITest.exe application, the problem is in the configuration. Review
Configuring a CTI Connectionin the relevant integration guide and verify that the Connection Manager
interface is configured correctly.
If you are not receiving events through the CTITest application, the problem is in the CTI server. The
Cisco/Avaya site engineer should first check if the agents are logged in and are in Ready status. The
site engineer should then check if the devices are properly defined in the Cisco ICM/Avaya
environment.

Trunk-side Calls are not Recorded (Avaya CM / Aspect CallCenter)
Extension is monitored, but cannot record

This problem is relevant for Cisco ICM with CUCM only. In this scenario, the RTP_START_EVENT is not
received.
Solution:
Verify that the Agent is logged in to this monitored extension.
Trunk-side Calls are not Recorded (Avaya CM /

Aspect CallCenter)
In this scenario, the problem is that incoming and/or outgoing calls are not being recorded This is relevant
for Avaya or Aspect ICM integrations, incoming and/or outgoing calls are not being recorded when the
NICE Logger connects to the trunks.
CTITest Analysis:
Verify that the CTI server passes all needed information and that the information is correct.
Solution:
For incoming calls:
The Cisco ICME CTI Link refers to the CallingDeviceID in the CALL_DELIVERED_EVENT and the
CALL_ESTABLISHED_EVENT. Verify that these are correct.
For outgoing calls:
The switch driver refers to the TrunkUsedDeviceID in the CALL_REACHED_NETWORK_EVENT.
Verify that these are correct.
The CallingDeviceID and TrunkUsedDeviceID are decimal numbers. To calculate the Trunk Group
and Trunk Member, the Cisco ICME CTI Link converts the decimal number to a 32-bit binary number.
The most significant 17 bits are the Trunk Group and the least significant 15 bits are the Trunk Member.
Example:
If the CallingDeviceID is 65557, converting this number to binary will return the
following number 00000000000000010000000000010101. The most significant 17
bits are 00000000000000010 (Trunk Group 2) and the least significant 15 bits are
000000000010101 (Trunk Member 21)
No/Wrong Agent Information

This problem is relevant for all CTI Server ICM integrations: The Agent ID does not appear in the call
information.
CTITest Analysis:
Make a specific problematic call and verify that the AGENT_STATE_EVENT related to the call
contains the proper information.

No Business Data
No Business Data
NOTE: This is relevant for the following integrations: ICM passive recording, ICM active recording,
Cisco MediaSense with ICM CTI, and ICM with Avaya.
The problem is relevant for all CTI Server ICM integrations. The relevant business data field does not
appear in the call information.
NOTE: For Cisco ICM with Avaya CM, CTI events are received independently of Agent activity. This can
be seen in BEGIN_CALL_EVENT and CALL_DATA_UPDATE_EVENT events.
CTITest Analysis:
Business Data fields need to be accurately defined, otherwise information will not be transferred
correctly.
First, verify that the Business Data field you are looking for is exactly the one that you see in the
CTITest application. You can view this data in BEGIN_CALL_EVENT or CALL_DATA_UPDATE_
EVENT events.
Solution:
If the data does not appear, consult the Cisco site engineer for further explanation.
If you can see the data, review business data configuration in the CTI Connection wizard in the
relevant integration guide and the Configuring Business Data (Optional) chapter in the same guide
to verify if the data is correctly defined in the System Administrator.

Additional Scenarios
Additional Scenarios
Review the following additional ICM scenarios and their solutions:
Incomplete Set of Events Received Using CTIOS below
Recordings of Wrong Agents below
If Line Operation Failed (ICM Active) below
Incomplete Set of Events Received Using CTIOS

If your site is using CTIOS and you receive an incomplete set of events, verify the server registry key has
been changed to the following value:
[HKLM\Cisco Systems\CTIOS\Server\CallObject\MinimizeEventArgs = 0"
Recordings of Wrong Agents

The problem: After playing some calls, the recording seems to be of the wrong agents.
Analysis:
Recheck that all agent definitions and connections are correct. This is particularly important in
cases where the problem is with the trunk side recordings. Sometimes, the mapping of the trunks is
incorrect and causes this problem.
If Line Operation Failed (ICM Active)

If you are experiencing problems with your NICE Interactions Center and the ICM integration, review the
following scenarios and solution procedures:
Scenario: The message line operation failed appears on a device.
Solution: Check the configuration of the SIP Trunk and Recording Profile.
To ensure that the Recording Profile and SIP Trunk are properly
configured:
1. Ask the Cisco site engineer to verify that the SIP Trunk has been properly configured. See
configuration information in the CUCM using Active Recording (JTAPI, TAPI, ICM, Genesys) Switch-
Side Preparation.
2. Ask the Cisco site engineer to verify that the Recording Profile has been properly configured.
3. If both the SIP Trunk and Recording Profile are properly configured and you are still not receiving all
device attributes, check your channel mapping configurations.

Troubleshooting Mapping (Passive or Active)
Troubleshooting Mapping (Passive or

Active)
Scenario: In the System Administrator, the channel mapping information does not appear.
Solution: In ICM, you cannot see CTI events if you are not logged in as an agent. Verify that you have
logged in as an agent.
To verify that you have logged-in as an agent:

You can login to the ICM as an agent in one of two ways:
In the Cisco Agent Desktop application
Press the IP Phone Services button on the hard phone.

36
SIP Decoder/Skinny Troubleshooting

36:
This chapter includes SIP Decoder/Skinny troubleshooting problem scenarios and solution procedures for
the NICE Interactions Center and the SES or CUCM / CUCME integration.
TIP:
If you need to send a problem to NICE Customer Support, prepare all the necessary
information.
Contents
Second Participant Cannot be Heard 1280
No CTI Events Received by CTI Driver from SIP Decoder/Skinny Interface 1282

36: SIP Decoder/Skinny Troubleshooting
Second Participant Cannot be Heard
Example:
A1 talks with two people: A2 and a customer.
Problem
These conversations need to be recorded on two channels.
Conference
1. A1 calls C.
2. A1 presses <Conference>.
3. A1 calls A2.
A2 cannot be heard in the conference.
Consult Transfer
1. A1 calls C.
2. A1 presses <Transfer>.
3. A1 calls A2.
A2 cannot be heard in the Consult Transfer stage.
In both these situations, since A1 talks with A2, and A1 is already recorded on channel X, the RCM does
not record it on channel Y too. The problem is that A1 is recorded only through port 1.
Solution
To solve this issue, change the RCM configuration for RecordOnlyBestParticipant to No.
To change the RCM configuration:

1. On the NICE Interactions Center, navigate to Master Site > Interactions Center > relevant NICE
2. Click the Configuration tab.

Figure 36-1: Configuration Tab
3. Expand RCM.
4. Double-click RecordOnlyBestParticipant and change the setting to No.
5. Click the Save button.

No CTI Events Received by CTI Driver from SIP Decoder/Skinny Interface
No CTI Events Received by CTI Driver from

SIP Decoder/Skinny Interface
Problem
If the CTI integration does not receive any CTI events from the SIP Decoder/Skinny Interface, follow the
procedure below:
Verifying the Network Configuration
In order for the SIP Decoder/Skinny integration to capture the signaling packet between the SES or CUCM
/ CUCME and the endpoints, verify the network configuration is correctly configured.
To verify the network configuration:
1. For the network configuration to capture the signalling packets between the SES or CUCM / CUCME
and the endpoints, it should be configured in one of the following ways:
Both the driver and the IP Phones should be connected on the same hub (less common)
The switch should be configured to mirror the traffic. Verify this with your Site Engineer.
2. Verify that the network adapter configuration conforms to Selecting Network Adapters in the relevant
integration guide.

37
Genesys T-Server Troubleshooting

37:
This section provides troubleshooting scenarios and their solutions. Some of the troubleshooting
procedures described in this section must only be undertaken by the Site Manager.
Contents
Genesys Tools 1284
Troubleshooting Scenario 1297
Obtaining IP Addresses to Record in a VoIP Environment 1300

37: Genesys T-Server Troubleshooting
Genesys Tools
Genesys Tools
Genesys CTI Monitor Application
The Genesys CTI Monitor Application is a Genesys simulator that serves as an effective analysis tool
enabling you to connect to the T-Server, monitor stations and view events. You can also view the
telephony requests from the T-Server
TIP: Since the Genesys CTI Monitor Application enables you to see all the
events that are reported in the T-Server (without the NICE Interactions Center),
you can use this tool to analyze whether the Genesys driver is behaving as
expected. In addition, use this tool to observe and test whether the DS-1
extensions can observe properly.
To use the Genesys CTI Monitor Application, you must first configure the connection parameters. These
include the T-server IP address and port, the list of devices to be monitored, and the log file name and
location. Optionally, you can add a secondary T-Server, a client, an application password, and an RTP
password.
You can configure a connection in one of the following ways:
Configure the connection settings from within the CTI Monitor Application. See Configuring a
Connection in the CTI Monitor Application below.
Load a connection configuration file into the CTI Monitor Application. See Loading a Connection
Configuration File into the CTI Monitor Application on page1289.
NOTE: Only an INI or XML configuration file can be loaded.
You can save a connection configuration as an XML file, which you can then load to the CTI Monitor
Application at any time. See Saving a Connection Configuration File on page1290.
After a connection is configured, you can use the CTI Monitor Application to monitor all of the devices in the
configured connection. See Monitoring Devices via the CTI Monitor Application on page1291.
For details about the monitoring information that the CTI Monitor Application displays, see Description of
Monitoring Information Displayed in the CTI Monitoring Application on page1293.
Configuring a Connection in the CTI Monitor Application

You can configure a new connection or modify configured connection parameters from within the Genesys
CTI Monitor Application.
NOTE: Connection configuration parameters are not encrypted and are therefore
visible to anyone who accesses the CTI Monitor Application.

To configure a new connection or modify an existing connection:

1. Double-click the GenesysSimpleMonitorApp.exe file to launch the application. The Genesys CTI
Monitor Application window appears.
Figure 37-1: CTI Monitor Application Window
2. Select Connect from the Connect drop-down list. The Connect window appears.

Figure 37-2: CTI Monitor Application - Connect Window
3. In the Host and Port fields, enter the IP address and port of the primary T-Server.
4. In the Devices field, click . The Device Collection Editor window appears.

Figure 37-3: CTI Monitor Application - Device Collection Editor Window
5. To add a single device, click Add. The Add Device window appears.
Figure 37-4: CTI Monitor Application - Add Device Window
a. In the DN field, enter the device number as it is registered in the CME.

b. From the AddressType drop-down menu, select the type of device.
c. Click OK. The device is added to the list in the Device Collection Editor Window.

d. Click OK to close the Device Collection Editor Window.

6. To add a range of devices, click Add Range. The Add Devices Range window appears.
Figure 37-5: CTI Monitor Application - Add Devices Range Window
a. In the FromDN field, enter the first device number in the range.
b. In the ToDN field, enter the last device number in the range.
c. From the AddressType drop-down menu, select the type of device.
d. Click OK.
The device range is added to the list in the Device Collection Editor Window.
e. Click OK to close the Device Collection Editor Window.
7. In the FileName field, click and then navigate to and select the log file.
8. (Optional) To add a secondary T-Server, do the following:
a. Expand the Optional fields, and then expand the Secondary T-Server address fields.
b. In the Host and Port fields, enter the IP address and port of the secondary T-Server.
9. (Optional) To add a client, do the following:
a. Expand the Optional fields.
b. In the ClientName field, enter the name of the client.
NOTE: This is the client name that is defined on the client side, which is used to
identify the application in the T-Server logs.
10. (Optional) To add an application password, do the following:


Loading a Connection Configuration File into the CTI Monitor Application
a. In the Application Password field, enter the application password.

11. (Optional) To add an RTP password, do the following:
a. In the RtpPassword field, enter the RTP password.
NOTE: An RTP Password is required to receive IP information when connected

to a Genesys-Cisco or Genesys-SIP server.
12. Click OK. The CTI Monitor Application establishes the connection and displays monitoring
information. For details about the information displayed, see Description of Monitoring Information
Displayed in the CTI Monitoring Application on page1293.
Loading a Connection Configuration File into the CTI

Monitor Application
If you have a saved connection configuration file in either INI or XML format, you can load it into the CTI
Monitor Application. The loaded connection configuration paramteres are then used to establish a
connection.
To load a connection configuration file:


Saving a Connection Configuration File
2. Select Load configuration from the Connect drop-down list.

3. Navigate to the saved configuration file, select it, and click Open.
4. Click OK. The CTI Monitor Application establishes the connection and displays monitoring
information. For details about the information displayed, see Description of Monitoring Information
Displayed in the CTI Monitoring Application on page1293.
Saving a Connection Configuration File

After you configure a connection, you can save the connection configuration parameters as an XML
configuration file.
TIP: Saved connection configuration files can be uploaded to the Genesys

CTI Monitor Application. See Loading a Connection Configuration File
into the CTI Monitor Application on the previous page.

Monitoring Devices via the CTI Monitor Application
To save a connection configuration file:

2. Click .
3. Define the file name and location, and then click Save. The configuration file is saved.

To monitor devices via the CTI Monitor Application:

2. Click .
The CTI Monitor Application establishes the connection and displays monitoring information. For
details about the information displayed, see Description of Monitoring Information Displayed in
the CTI Monitoring Application on the facing page.
N- If there is no configured connection, you must first configure the connection

O- parameters or load a saved connection configuration file. See Configuring a
T- Connection in the CTI Monitor Application on page1284 and Loading a
Connection Configuration File into the CTI Monitor Application on
E
page1289.

Description of Monitoring Information Displayed in the CTI Monitoring Application
Description of Monitoring Information Displayed in the CTI

Monitoring Application
After a connection is established (see Monitoring Devices via the CTI Monitor Application on
page1291), the Genesys CTI Monitor Application displays monitoring information in the following two tabs:
The Status tab displays the status of the connection and the monitored devices.
Figure 37-9: CTI Monitor Application - Status Tab
The CTI Traces tab displays all T-Server events for the monitored device(s), including the
requests from the T-Server, the responses of the T-Server and the unsolicited events on the
monitored devices.

Logs Builder Application
Figure 37-10: CTI Monitor Application - CTI Traces Tab
NOTE: The information displayed in the CTI Traces tab is saved in the log file
defined in the connection configuration parameters.

The Logs Builder application (Genesys Monitor application) connects to the Genesys T-Server and dumps
all the CTI events received from the T-Server into log files.
To install the Logs Builder:

1. Extract the GenesysMonitorApp.zip file into a newly created directory.
2. Check that the following files appear in the directory:
common_md.dll
tlib_md.dll

config.ini
MonitorAppReadMe.txt
GenesysMonitorApp.exe
3. The config.ini file contains the parameters that Logs Builder uses to generate log files. Edit the
parameters as described in the MonitorAppReadMe.txt file.
Figure 37-11: Example of the Config.ini File for Logs Builder
4. Double-click GenesysMonitorApp.exe.
The Command Line window appears and summarizes the parameters by which the logs were built.
Figure 37-12: Logs Builder Command Line

Two files are created in the directory:

CtiText.log: Textual description of the events received by the Logs Builder
CtiBinary.log: Binary description of the events received by the Logs Builder

Troubleshooting Scenario
Table 37-1:
Troubleshooting Solutions
Connection failure The driver prints the following message: Check that the IP address and
IP port are configured correctly
GenesysStream::Connect -
in the Switch Details window
TOpenSErver Ex failure
of the Generic Quick Setup.
Warning messages The driver prints the following warning The driver is trying to query the
appear (in green) message: T-Server about the type of the
during the Monitor extension (such as DN or
GenesysStream::SyncSendRequest
Device process. Queue).
get_device_type failed. T-Server
message: API operation not If the T-Server cannot
supported accommodate the request, the
driver assumes the default
value (regular extension).
This message can be
ignored.

Table 37-1: Troubleshooting Solutions (continued)
Monitor Device The driver prints one of the following Check the following:
problem messages: Make sure that the
GenesysStream::SyncSendRequest- agent extensions are
monitor_device failed. T-Server properly configured in
message: Invalid origination or the Drivers branch in
destination address System Administrator.
Make sure that all the
devices are properly
configured in the
Genesys configuration
(CME or Tserver.cfg
file) located on the
Genesys CTI host.
Make sure that the
extensions configured
in the Drivers branch in
do not include any
invisible characters,
such as spaces or
tabs.
Monitor Device GenesysStream::SyncSendRequest- Make sure that the number

problem monitor_device failed. T-Server defined in the T-Server for the
message: No more licenses parameter num_of_licenses
is more than the number of
agents to monitor.
Suspicious Error The driver prints the following warning

This is probably caused by the
messages appear in message: fact that the driver is trying to
the drivers screen. query the T-Server for a device
GenesysStream::SyncSendRequest-
that does not exist.
get_device_type failed. T-Server
message: One of the required This message can be ignored,
parameters is missing since the driver assumes the
default value (Station).

Table 37-1: Troubleshooting Solutions (continued)
Suspicious Error The driver prints the following warning

This is probably caused by the
messages appear in message: fact that the driver is trying to
the drivers screen. query the T-Server for a device
GenesysStream::SyncSendRequest-
that does not exist.
get_device_state failed. T-Server
message: One of the required This message can be ignored,
parameters is missing since the driver assumes the
default value (State Connect).
In a Nortel Get ffff string appears in the Trunk Install the most updated driver
configuration: field of the database. version and Support Pack.
Get ffff in the Trunk
field.

Obtaining IP Addresses to Record in a VoIP Environment
Obtaining IP Addresses to Record in a VoIP

Environment
(For Cisco Unified Communications Manager and Genesys SIP configurations only)
In order to record in a VoIP environment without using CTI activated active recording, you need to know the
IP address and, at times, the port of the RTP stream associated with the calls audio.
If the IP address of the IP phone is not static, such as with DHCP, you obtain the IP address from CTI
events. The events that contain the IP address and port information are called RTP events. In Genesys,
RTP events are only available in the Cisco CM and Genesys SIP configurations. These events are not
reported by default.
In order to enable RTP events, you need to configure the rtp-info-password parameter on the Genesys T-
Server and then use this value in NICE Interaction Management when configuring the RTP-Password
parameter in the Genesys interface. See the relevant Genesys Active - Switch-Side Preparation, the
Enabling RTP Events in Cisco and Genesys SIP section.

38
38:
Genesys SIP Server Using Active Recording
Troubleshooting
This section includes troubleshooting for Genesys Active scenarios and solution procedures for the NICE
Interactions Center and the Genesys SIP Server integration.
This section provides troubleshooting through the provision of a flow of log files.
VRSP troubleshooting error codes and messages are also provided for the NICE Interactions Center and
the Genesys SIP Server integration in an Active Recording environment.
TIP:
information.
Remember to include all debug logs with the Open ServiWorkstation Setup Guidece
Request that you send to NICE Customer Support.
NOTE: For general Genesys troubleshooting, see Genesys T-Server

Contents
System Startup: Total and Interaction-Based 1303

38: Genesys SIP Server Using Active Recording Troubleshooting

Consult the following for VRSP error codes or messages:
VRSP Error Codes
VRSP SNMP Messages

information within the Genesys Active Recording solution.
Startup until the end. See:
Total Recording: New Call on page1310.
Interaction-Based Recording Troubleshooting on page1316.
VRSP Error Codes

The following error codes appear on the VRSP during the NICE Interactions Center and the Genesys SIP
Server:
Error Code Short

Description
VoIP Logger or the SIP Communication Server.
503 Service The VRSP receives an error code from the Genesys
Unavailable SIP CTI interface for a Start Record Request.
VRSP SNMP Messages

The following VRSP SNMP messages can appear during the NICE Interactions Center and the Genesys
SIP Server:
SNMP Message
FSP is up VRSP is up
FSP is down VRSP is down

System Startup: Total and Interaction-Based

This section includes call flows for system startup. Steps 1 and 2 are the same for Total and Interaction-
based recording. Steps 3 to 5 are relevant for Total recording only.
Figure 38-1: Interaction-based Recording System Startup
Figure 38-2: Total Recording System Startup

Table 38-1:
System Startup
The VRSP acquires all extension numbers

from the Genesys Configuration Server. For
each one of these extensions, the VRSP
saves the following data in its memory:
Device Number (DN)
Recording mode: Full-time recording
(Total) or Selective recording
(Interaction-based)
Genesys Configuration Management will also
be added to the VRSP.
RCM reads the forwarding devices (VRSP VRSP/s in the RCM Log File on
(CTI Integration).

In Total recording only, there is a flow of

information between the RCM, the VoIP
Logger, and the VRSP.
NOTE: This whole procedure occurs
even before the first phone call, i.e. the
VRSP already holds the information
about all VoIP Logger channels and
their corresponding media sources
before the first call is made. So, when
a new call starts, the VRSP that acts
like a SIP Proxy, will be ready to reply
to the SIP Communication Server with
all the necessary information.
On initiation of one of the components or after
changes in the channel mapping, the RCM
forwards the DN and the VRSP address (in
redundancy, there are 2 VRSP addresses) to
the VoIP Logger.
In Total recording only, the IP Capture process

on the VoIP Logger allocates two ports for
each DN and VRSP entry.

In Total recording only, the IP Capture process

on the VoIP Logger sends the forwarding
command (SIP message) to the VRSP. This
command contains a Session Description
Protocol (SDP) which consists of the DN,
VoIP Logger IP addresses, ports, and Codecs.
NOTE: When redundancy is used,
there are 2 VRSP addresses.
In redundancy only, the Primary VRSP
accepts the SIP Message (Invite) and the
Secondary VRSP rejects it.

IMPORTANT

1. Navigate to D:\Program Files\NICE Systems\Interaction Center\Log.
For more information, see the Interaction Center Configuration section in the Genesys SIP Server
Using Active Recording guide.

IP Capture Process Log File: VRSP, Logger IP & Port
Support.
IP Capture Process Log File: VRSP, Logger IP & Port

In a Genesys Active environment, after the VoIP Logger has sent the forwarding command to the VRSP,
the VRSP contains the following information:
DN
Ext1 Logger IP, Rx Port, Codecs
Ext1 Logger IP, Tx Port, Codecs
Ext2 Logger IP, Rx Port, Codecs
Ext2 Logger IP, Tx Port, Codecs
To troubleshoot the VRSP, Logger IP, and Port from the IP Capture
process log file:
1. Verify the information appearing in the IP Capture log, navigate to the relevant location:
For sites using Windows Server 2008: C:\ProgramData\NICE Systems\IPCapture\Log
For sites using Windows Server 2003: C:\Documents and Settings\All Users\Application
Data\NICE Systems\IPCapture\Log
SIP Message

The devices are now added to the Forwarding Device. The DNs for each stream are added separately.

Getting SDP from the Request
Getting SDP from the Request

To troubleshoot the DN, Logger IP, Port, and Codec Sets from the VRSP
log file:

18 - G729
4 - G723
9 - G722

Total Recording: New Call
Total Recording: New Call

Figure 38-5: Total Recording
Table 38-2:
Total Recording
The Start Call event arrives via T-Lib and the

call is reported to the NICE Interactions
Center.

Communication between VRSP & Genesys
Table 38-2: Total Recording (continued)
The SIP Communication Server asks the Communication between VRSP &
VRSP for the SDP (VoIP Logger IP address, Genesys below
ports and Codecs) of the DN that need to be
recorded. It does this by sending an Invite SIP
message. There is one Invite message which
holds two media descriptors, one for Rx and
one for Tx.
The VRSP sends the SDP to Genesys. (This

is a 200 OK SIP message.)
The Agent sends the RTP to Genesys.
The Customer sends the RTP to Genesys.
The SIP Communication Server instructs the Using Wireshark to see that the
Media Server to send two RTP streams to the RTP Streams are Received on
VoIP Logger IP address, ports, and codecs. page1313

You can troubleshoot the VRSP on the Genesys SIP Server by checking if the SIP Invite message
(according to the media descriptors Rx & Tx) from the Genesys Resource Manager are received at the
beginning of a call.
The messages that which you should expect to see at the beginning of each call) are:
Invite from Genesys Resource Manager
These indicate that Genesys has been configured correctly for this integration.

5. Click Apply.
6. Look for the packet going between the Genesys Resource Manager and the NICE Interactions Center
showing the Invite SIP command seen below.
Figure 38-6: Invite from the Genesys Resource Manager

Using Wireshark to see that the RTP Streams are Received
IMPORTANT
Using Wireshark to see that the RTP Streams are

Received
Media Server to the VoIP Logger.
To receive RTP messages via the Ethereal/Wireshark sniffing tool:


4. In the Filter field, type RTP.
5. Click Apply.
6. Look for the packet going between the Media Server and the NICE IP Capture (Logger) showing the
RTP streams seen below.

Solution: Check the Genesys configuration according to the guidelines recommended in this book. See
the relevant procedure in the Genesys SIP Server using Active Recording - Switch-Side Preparation.

can be for the following reasons:
The devices have not been mapped in the Channel Mapping.


Interaction-Based Recording
Troubleshooting
IMPORTANT
Figure 38-9: Interaction-based Recording - Flow of Information through the Log Files

Table 38-3:
The Start Call event arrives at the NICE Call Server Start Call Event
Interactions Center via T-Lib. Sent on page1319
RCM sends an Allocate Channel command to Using Wireshark to see that the
the Logger updating it with DN, VRSP IP, call ID. RTP Streams are Received on
page1325
The IP Capture in the VoIP Logger allocates two Troubleshooting Ports, DN,
ports for each DN, VRSP, Call ID. VRSP and Call ID in IP
Capture Log File on page1319
The VoIP Logger sends the forwarding command VRSP Receives the SDP from
to the VRSP (DN + VoIP Logger IP address + the VoIP Logger on page1321
Ports + Call ID).
VRSP sends a Start record request via the T-Lib. Start Record Request to a
Specific Call ID on page1322
Start Record Succeeded on
page1322
The Genesys Resource Manager asks the VRSP Genesys Resource Manager
for the VoIP Logger IP address and ports of the Asks the VRSP for the SDP on
DN to be recorded. page1323
Genesys Resource Manager
SIP Invite to VRSP in the
Wireshark Trace on page1323

Table 38-3: Interaction-based Recording (continued)
VRSP responds to Genesys with a SIP 200 OK

message that contains the SDP with Logger IP
and allocated ports.
RTP (Rx & Tx) is sent from the Media Server to Using Wireshark to see that
the VoIP Logger. the RTP Streams are
Received on page1325

To see how this fits into the overall flow, see Total Recording: New Call on page1310.

1. Navigate to D:\Program Files\NICE Systems\Interaction Center\Log.

Call Server Start Call Event Sent
For more information, see Configuring the RCM chapter in the relevant Cisco Active integration
guide
Support.
Call Server Start Call Event Sent

To see how this fits into the overall flow, see Interaction-based Recording - Flow of Information
through the Log Files on page1316.
The first Interaction-based Recording scenario is described in the Genesys SIP Active Integration Guide
When this scenario finishes, the NICE Interactions Center acting as Controller, contains the following
information:
DN
2000 VRSP1

Navigate to D:\Program Files\NICE Systems\Interaction Center\Log.
Troubleshooting Ports, DN, VRSP and Call ID in IP

Capture Log File
To see how this fits into the overall flow, see Interaction-Based Recording Troubleshooting on
page1316.

SIP Message
After the RCM forwards the DN, VRSP, Call ID, and the allocated channel number information to the VoIP
Logger, the IP Capture process on the VoIP Logger allocates two ports for each DN, VRSP and Call ID
entry.
The VoIP Logger then sends the forwarding command which includes a Session Description Protocol
(SDP) detailing the VoIP Logger IP address and ports. The forwarding command also includes DN and Call
ID to the VRSP.
Key Call ID
DN Call ID Logger IP, Rx Port
DN Call ID Logger IP, Tx Port
In this log file, you can see the IP Capture in the VoIP Logger allocating two ports for each DN, VRSP, and
the Call ID.

Navigate to D:\NTLogger\VoIPCapture\Log.
SIP Message


The devices are now added to the Forwarding Device request.
VRSP Receives the SDP from the VoIP Logger


Logger IP, Rx & Tx Port
52003 29360489 10.39.36.20, 3957, 3958

Start Record Request to a Specific Call ID
Ports (Rx & Tx)
Codec Sets
log file:
Figure 38-15: TAPIMonitor Log File
Start Record Request to a Specific Call ID

After the Start Record Command Flow of Information - Non-Secure Configuration (see the Genesys SIP
Active Integration Guide) takes place, the RequestPrivateService request appears in the Connection
Manager log files.
Start Record Succeeded

The log file below shows the Start Record succeeded.
However, if the recording of the call failed, the following steps should be taken:
1. Check the SIP Trunk using the Ethereal sniffer
2. Check that the IP Captures request contains the current DN and CallID.
To troubleshoot the Start Record Succeeded from the Connection

Manager log file:

Genesys Resource Manager Asks the VRSP for the SDP
Genesys Resource Manager Asks the VRSP for the

SDP
This SIP Invite message includes:
Rx farend
Tx nearend
Genesys Resource Manager SIP Invite to VRSP in

the Wireshark Trace
You can troubleshoot the VRSP on the Resource Manager by checking if the SIP Invite message
(including Rx & Tx) from the Resource Manager IP address is received at the beginning of a call.
The messages that arrive at the beginning of each call are:
Invite from Genesys Resource Manager
These indicate that Genesys has been configured correctly for this integration.
5. Click Apply.
6. Look for the packet going between the Media Server and the NICE IP Capture (Logger) showing the
SIP Invite message seen below.

Genesys Resource Manager SIP Invite to VRSP in the Wireshark Trace

Using Wireshark to see that the RTP Streams are Received
IMPORTANT
There are cases where the SDP sees the attribute a=inactive.
In this case, the displayed VoIP Logger IP is 127.0.0.1.
Using Wireshark to see that the RTP Streams are

Received
Media Server to the VoIP Logger.
To receive RTP streams via the Ethereal/Wireshark sniffing tool:
4. In the Filter field, type RTP.
5. Click Apply.
6. Look for the packet going between the Resource Manager and the NICE Interactions Center showing
the Invite RTP flow seen below.



Why do I need to know this?
There are several NICE components which communicate over the SIP trunk:
VoIP Logger
VRSP
VoIP Logger: 5064
VRSP: 5060
IMPORTANT
entered.

Figure 38-21: SIP Ports

The SIP Log can be found in:
D:\Program Files\NICE Systems\CTI\Log.

39
Nortel Passive Troubleshooting

39:
This section describes how to troubleshoot common issues and Total Recording issues with the
Avaya/Nortel CS1000 Passive/TDM integration. It also provides information about using troubleshooting
tools.
Contents
Troubleshooting Total Recording 1331

39: Nortel Passive Troubleshooting
Troubleshooting Common Issues

This section describes how to troubleshoot common issues with the Avaya/Nortel CS1000 Passive/TDM
integration.
Exception Raised from CNortelCTILink

Problem
In the Avaya/Nortel CS1000 driver screen, the following message appears in red:
CTILink #x: An Exception has been raised from CNortelCTILink::Connect
Cause
1. Incorrect IP address: if you fail to ping the correct Symposium IP address, this error occurs.
2. Incorrect Port ID - the Port ID should be 3000.
3. Problems with the network.
Solution
Test the connection using the Nortel Tester tool application, see Using the Nortel Tester Tool on
page1334.
Events Not Inserted into the Database

Problem
On a specific extension, events are not inserted into the Database.
Cause
1. This device is not in the Monitored Devices list.
2. This device is in the Devices list.
3. Switch configuration.
Solution
Check the configurations.

Troubleshooting Total Recording
Troubleshooting Total Recording

IPCapture Log File
To access the IPCapture log file, follow the procedure below.
To troubleshoot from the IPCapture log file:

Navigate to D:\NTLogger\VoIPCapture\Log
Assign Ports for All Recording Channels

The following graphic shows how the ports are assigned for all recording channels.
Figure 39-1: IPCapture Log File - Assign ports for All Recording Channels
Start Record Command

The Start record command is done for both recording methods (Total and Interaction-based). The port
should be in listening mode. The following graphic shows the Start Record command for the Rx and Tx
logical channels.

Figure 39-2: IPCapture Log File - Start Record Command

Troubleshooting Tools
This section describes the following troubleshooting tools for the Avaya/Nortel CS1000 integration for
Active (DMSIP) recording:
Using the RTD SDK Connection Tester below
Using the Nortel Tester Tool on the next page
Collecting Integration Specific Logs on page1338
Using the RTD SDK Connection Tester

The RTD SDK Connection Tester checks the connection with AACC/CCMS.
To use the RTD SDK Connection Tester:

1. Run the RTD SDK Connection Tester. The LLSymposiumTest window appears.
Figure 39-3: LLSymposium Test Window
2. In the LLSymposiumTest window:

a. In the Server IP field, enter the AACC/CCMS server IP.
b. In the User ID field, enter the RTD user name.
c. In the Password field, enter the password.
d. Click Connect. The result appears in the Return Value area.

Using the Nortel Tester Tool

The purpose of this tool is to simulate interaction between the Nortel Symposium interface and the
Avaya/Nortel CS1000 integration.
The tool allows you to send different types of requests and to receive responses and unsolicited events. All
received events and responses are translated and printed and saved in the log file if chosen as an option. In
addition, the Nortel Tester allows checking the RTP session activity by listening to given IP addresses and
ports.
If required, the tool saves the log to a file.
NOTE: For the purpose of debugging, it is possible to save a log that appears in
the log window to file. The log lines are saved only after choosing this option, and
cannot be performed retroactively.
When the application has registered successfully, you can send the following:
1. Monitor Request
2. Stop Monitor Request
NOTE: The above order is recommended (and correct), but you can also send
the requests in a different order.
Connecting to Symposium
In order to send requests the Nortel Tester connects to Symposium.
To connect to Symposium:
1. In the Nortel Tester window, from the Connection menu, select Connect.

Figure 39-4: Nortel Tester Window
The Connect window appears.

Figure 39-5: Connect Window
2. Enter the Symposium IP address in the Symposium IP field.

3. Enter the port number in the Nortel switch port field.
4. Click Connect.

Monitor Request
The Nortel Tester opens the TCP connection with Symposium and attempts to register the application,
by sending application registration requests and checking the responses. It continues to do this, until it
succeeds.
You can see this flow in the Nortel Tester window.
NOTE: : The Nortel Tester prints to the log window, the sent/received message
following its translation.
5. From the File menu, select Save to log file in order to be able to collect log files.
Monitor Request
This message lets the Nortel Tester register specified Directory Numbers (DNs) in order to receive its CTI
events. Perform this procedure from the Monitor window.
To send a Monitor Request:

1. Select Monitor > Start Monitor. The Monitor window appears.

Stop Monitor Request
Figure 39-7: Monitor Window
2. Enter the device number in the Device Number field.

3. Select the device type from the Device Type drop-down list.
4. If you want to receive TNs in monitor response that are required for Start Record request, select DMS
support.
5. If you are interested in multiple appearances of the same device number, select Multiple
Appearance. If selected, the tester now receives Monitor responses and unsolicited events for all the
appearances of the device type.
6. Click OK.
If the monitor request succeeded, the device is added to the Device Tracking table (in the log window).
Figure 39-8: Device Tracking Table

This stops the device from receiving events.
To perform a Stop Monitor request:

1. Select Monitor > Stop Monitor. The Stop Monitor window appears.

Collecting Integration Specific Logs
Figure 39-9: Stop Monitor Window
2. Enter the device number, or select it, from the Choose device drop-down list.
The Device Type drop-down list is filled automatically.
3. Click OK.
IMPORTANT
Include a zip file of your Nortel Tester log files when submitting an Open Service Request.
These should be log files that include the problematic scenario.

40
40:
Avaya/Nortel CS1000 - Active DMSIP
Troubleshooting
This section describes how to troubleshoot common issues with the Avaya/Nortel CS1000 Active DMSIP
integration and Total Recording issues. It also provides information about troubleshooting tools for the
Avaya/Nortel CS1000 - Active DMSIP integration.
Contents

40: Avaya/Nortel CS1000 - Active DMSIP Troubleshooting

This section describes how to troubleshoot common issues with the Avaya/Nortel CS1000 Active DMSIP
integration.
Exception Raised from CNortelCTILink

Problem
In the Avaya/Nortel CS1000 driver screen, the following message appears in red:
CTILink #x: An Exception has been raised from CNortelCTILink::Connect
Cause
1. Incorrect IP address: if you fail to ping the correct Symposium IP address, this error occurs.
2. Incorrect Port ID - the Port ID should be 3000.
3. Problems with the network.
Solution
Test the connection using the Nortel Tester tool application, see Using the Nortel Tester Tool on
page1350.
Events Not Inserted into the Database

Problem
On a specific extension, events are not inserted into the Database.
Cause
1. This device is not in the Monitored Devices list.
2. This device is in the Rejected Devices list.
3. Switch configuration.
Solution
Check the configurations.
RTP Does Not Arrive at the VoIP Logger

There can be a few reasons that RTP does not arrive to the VoIP Logger:

Verify the Phones Duplication State on the PABX
The NIC in the NICE VoIP Logger that was selected for receiving the RTP stream (voice) has to be
configured with a valid IP address.
Problems of routing with network (Firewall).
Phone is not sending the RTP, see Verify the Phones Duplication State on the PABX and
Verify the Phones Recording State on the PABX.
Verify the Phones Duplication State on the PABX

You can verify the phones duplication state. Follow the procedure below.
To verify the phones duplication:

1. On the PABX, press <Ctrl> + p +d + t.
2. In the PDT shell of a CS, type the following:
pdt> symload # except for CPP CS
pdt> su
3. Run the crShowCRParam command:
4. -> crShowCRParam (all the requested TNs appear)
-> crShowCRParam [TN in Hex] (Prints only the number of the TN in Hex)
The TN represents the extension number and will be supplied by the Avaya/Nortel Site Engineer.
Example:
crShowCRParam [0x6406] (This is a TN in Hex.)
NOTE: The command is case sensitive.

If you execute the command without TN, you will receive a complete list of all the
phones in duplicate state.
In this example, the phone is programmed with the VoIP Loggers IP address and ports.

Verify the Phones Recording State on the PABX
Figure 40-1: Run crShowCRParam
Verify the Phones Recording State on the PABX

To verify the Phones recording state on the PABX:
1. Make a call.
2. During the call, on the PABX, run crShowCRParam.
3. Verify that the underRecording equals 1. (1 indicates that the phone sends the RTP stream.)
)
NOTE: If underRecording equals 0, the phone is NOT sending the RTP.

In this case, double-check that all the latest Avaya/Nortel Software Updates and hot
fixes are installed. If the problem persists, open a case with Avaya Customer Support.
In this example, the phone currently duplicates the voice.

Verify the Phone Duplicates RTP on the Phone
Figure 40-2: Run crShowCRParam
Verify the Phone Duplicates RTP on the Phone

You can verify using the Nortel Tester tool that the phone duplicates the RTP on the phone.
To verify that the phone duplicates the RTP on the phone:

1. Using the Nortel Tester, perform the following steps:
a. Monitor a request, see Monitor Request on page1352.
b. Start a recording request, see Start Record Request on page1353.
c. Check if media is received in the destination by listening to the host, see RTP Session Listener
on page1356.
2. Make a call.
The RTP Session Listener will show if the RTP is being duplicated.


IPCapture Log File
To access the IPCapture log file, follow the procedure below.
To troubleshoot from the IPCapture log file:

Navigate to D:\NTLogger\VoIPCapture\Log
Assign ports for All Recording Channels

The following graphic shows how the ports are assigned for all recording channels.
Figure 40-3: IPCapture Log File - Assign ports for All Recording Channels

The Start record command is done for both recording methods (Total/Interaction-based). The port should
be in listening mode. The following graphic shows the Start Record command for the Rx and Tx logical
channels.

Start Forward Command to the Media Provider Controller (Observer)
Figure 40-4: IPCapture Log File - Start Record Command
Start Forward Command to the Media Provider Controller

(Observer)
The following graphic shows the Start Forward command to the Media Provider Controller (Observer).
Figure 40-5: IPCapture Log File - Start Forward Command

Successful Observation
Successful Observation
The following graphic shows the response from the Observer - the duplication request has been sent
successfully.
Figure 40-6: IPCapture Log File - Successful Observation
Logger and Media Provider Controller (Observer)

Troubleshooting
Media Provider Controller (Observer) Troubleshooting
You can view the monitoring status of each device in the Media Provider Controller from the
ObserverHost.log file. There are three possible types of status:
Idle: This is the initial state or the state that occurs after Monitor failure.
Monitored: Shows failure in recording.
Recording: Shows the phone is in a recording state.
Figure 40-7: ObserverHost Log File - Successful Observation
Media Provider Controller (Observer) Error Messages

The following error messages exist for the Media Provider Controller (Observer):

Temporary Error: The Media Provider Controller resends the duplication request (Recover - Stop and
Start). You can configure the time interval.
Example:
When (for some reason) the IP phone was already in a recording state because of another
application, the Start Record request from Nortel Link fails with reason 13639 (x3547).
The Nortel Link starts Recover, sends Stop Record, and then Start Record again. This time
the response will be positive.
Fatal Error: The Media Provider Controller does NOT resend the duplication request. The only reason for
Fatal Error is 13633 (x3541) The DN is not configured on supported terminal. This usually means
that this DN is not set on the IP phone.
Media Provider Controller (Observer) Error Codes

The following Media Provider Controller (Observer) error codes exist. In the log file, only the Decimal
representation of the error code is seen.
Table 40-1:
Hex Decimal Description
2005 8197 The set is not an AST set. This feature is only supported for AST
sets.
2007 8199 Feature could not be invoked.
200C 8204 Set is maintenance busy.
3509 13577 DN is not acquired by the requesting application.
3516 13590 Feature cannot be invoked on a PABX set.
200E 8206 Set already in desired state.
3538 13624 Start/Stop Call Recording Filter Bitmap not set.
3539 13625
3540 13632 User_ID (TN+DN combination) is not valid.
3541 13633 The DN is not configured on supported terminal.
3542 13634 VTN is not registered with any IP hardware.

Hex Decimal Description
3543 13635 The set is configured with ICRD CLS.
3544 13636 One or many mandatory recording IE is/are missing.
3545 13637 The requested user is an IVR ACD agent.
3546 13638 The B1/B2 IE is in invalid format.
3457 13639 The content of first and second SFI Start Record Request on this
TN do not match.
In the example below, the phone is not even registered to the PABX. This error occurs frequently with
Softphones, when the Softphone software does not run.
Figure 40-8: ObserverHost Log File - Error Example #3542

This section describes the following troubleshooting tools for the Avaya/Nortel CS1000 integration for
Active (DMSIP) recording:
Using the RTD SDK Connection Tester below
Using the Nortel Tester Tool on the next page
Collecting Integration Specific Logs on page1357
Using the RTD SDK Connection Tester

The RTD SDK Connection Tester checks the connection with AACC/CCMS.
To use the RTD SDK Connection Tester:

1. Run the RTD SDK Connection Tester. The LLSymposiumTest window appears.
Figure 40-9: LLSymposium Test Window
2. In the LLSymposiumTest window:

a. In the Server IP field, enter the AACC/CCMS server IP.
b. In the User ID field, enter the RTD user name.
c. In the Password field, enter the password.
d. Click Connect. The result appears in the Return Value area.


The purpose of this tool is to simulate interaction between the Nortel Symposium interface and the
Avaya/Nortel CS1000 integration.
The tool allows you to send different types of requests and to receive responses and unsolicited events. All
received events and responses are translated and printed and saved in the log file if chosen as an option. In
addition, the Nortel Tester allows checking the RTP session activity by listening to given IP addresses and
ports.
If required, the tool saves the log to a file.
NOTE: For the purpose of debugging, it is possible to save a log that appears in
the log window to file. The log lines are saved only after choosing this option, and
cannot be performed retroactively.
When the application has registered successfully, you can send the following:
1. Monitor Request
2. Start Record Request
3. Stop Record Request
4. Stop Monitor Request
5. RTP Session Listener
NOTE: The above order is recommended (and correct), but you can also send
the requests in a different order.
In order to send requests the Nortel Tester connects to Symposium.
To connect to Symposium:
1. In the Nortel Tester window, from the Connection menu, select Connect.

The Connect window appears.

Figure 40-11: Connect Window
2. Enter the Symposium IP address in the Symposium IP field.

3. Enter the port number in the Nortel switch port field.
4. Click Connect.

Monitor Request
The Nortel Tester opens the TCP connection with Symposium and attempts to register the application,
by sending application registration requests and checking the responses. It continues to do this, until it
succeeds.
You can see this flow in the Nortel Tester window.
NOTE: : The Nortel Tester prints to the log window, the sent/received message
following its translation.
5. From the File menu, select Save to log file in order to be able to collect log files.
Monitor Request
This message lets the Nortel Tester register specified Directory Numbers (DNs) in order to receive its CTI
events. Perform this procedure from the Monitor window.
To send a Monitor Request:

1. Select Monitor > Start Monitor. The Monitor window appears.

Start Record Request
Figure 40-13: Monitor Window
2. Enter the device number in the Device Number field.

3. Select the device type from the Device Type drop-down list.
4. If you want to receive TNs in monitor response that are required for Start Record request, select DMS
support.
5. If you are interested in multiple appearances of the same device number, select Multiple
Appearance. If selected, the tester now receives Monitor responses and unsolicited events for all the
appearances of the device type.
6. Click OK.
If the monitor request succeeded, the device is added to the Device Tracking table (in the log window).
Figure 40-14: Device Tracking Table
Start Record Request

To perform a Start Record request:
1. Select Record > Start Record. The Start Record window appears.

Stop Record Request
Figure 40-15: Start Record Window
2. Select the device from the Choose device drop-down list.

The Device Type and TN fields are filled automatically with the correct data, according to the device
you have chosen, but can be changed if required.
The Media destination IP, RX port and TX port are filled automatically by the local IP address and
ports, but can be changed if required.
3. Click OK.
If the record request is successful, the device info is updated in the Device Tracking table (see Figure
40-14).
Stop Record Request

Send a stop record request for a specific device.
To send a stop record request:

1. Select Record > Stop Record. The Stop Record window appears.

Figure 40-16: Stop Record Window
The Device Type drop-down list and device TN field are filled automatically, but can be changed if
required.
3. Click OK.

This stops the device from receiving events.
To perform a Stop Monitor request:

1. Select Monitor > Stop Monitor. The Stop Monitor window appears.

RTP Session Listener
Figure 40-17: Stop Monitor Window
The Device Type drop-down list is filled automatically.
3. Click OK.
RTP Session Listener

This option allows you to check if media is received in the destination, by listening to the host. Perform this
procedure using the RTP Session window.
To start the RTP Session Listener:

1. In the Media Destination IP field, enter the IP address or leave the default (the local IP address).
2. Click Start.

Figure 40-18: RTPSession Window
When there is an activity in ports, received packets are printed to the sub-windows.
This session runs simultaneously with the main application and can be opened at any time during the
tester lifetime. The user may also open more than one window and listen to several different ports and
IPs.
IMPORTANT
Include a zip file of your Nortel Tester log files when submitting an Open Service Request.
These should be log files that include the problematic scenario.

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9: Database Troubleshooting 319

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11: High Density Logger Troubleshooting Flow 374

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12: VoIP Troubleshooting Flow 408

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