Release Note

NICE Perform Release 3 - Service Pack 3 NiceLog High Density Logger

Note Number Release Date RN0510 May 2007

Revision History A0 Product Synopsis NiceLog High Density Logger Version 9.06.03.24 Service Pack 3 This note describes NiceLog High Density Logger version 9.06.03.24 Service Pack 3, and includes resolved issues, known issues and limitations, and installation instructions.

Contents
General Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Backward Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Known Issues and Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

EMEA Region APAC Region AMERICAS Region ISRAEL

(T) +972.9.775.3800 (T) +852.8338.9818 (T) 1.800.NICE.611 (T) 09.775.3333

(F) +972.9.775.3000 (F) +852.2802.1800 (F) +720.264.4012 (F) 09.775.3000

support@nice.com support.apac@nice.com support.americas@nice.com support_helpdesk@nice.com May 27, 2007 1 of 14

Information herein is proprietary information and trade secrets of NICE Systems Ltd. Copyright 2007 NICE Systems Ltd. All rights reserved.

General Description
This describes the latest version of NiceLog High Density Logger 9.06 (PCI).

Configurations Requiring this Version

This version must be implemented on all NiceLog High Density Loggers of version 9.01, 9.03 and 9.06 (PCI).

Compatibility
This version replaces all previous versions of NiceLog High Density Logger 9.06 PCI.

Environments
Operating Systems Support
High Density Logger and Interaction Capture Unit - Windows 2003. NiceCall Focus III - (Only for V8.9 environments) Windows XP and Windows 2003.

Backward Compatibility
Product NICE Applications Interaction Center Server - CLS NICE Storage Center From Version 9.10.3 9.13.04.11 9.10.2.16 To Version 9.10.3 9.13.04.11 9.10.2.16 Comments

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger General Description

May 27, 2007 2 of 14

New Features and Enhancements

No. 1. 2. 3. 4. 5. Product/ Component Backup Server Backup Server Logger Logger/ALI-IV Logger Description Supports Media Encryption. Log messages were added to describe operating system errors. Supports Media Encryption. Enables/disables caller ID and DTMF capture. The behavior of the service startup retry mechanism was changed. This prevents the service from waiting for CommMgr to finish the startup sequence, and only checks whether the process is alive. If the process failed for any reason other than on CreateProcess, try to restart CommMgr. 6. Logger The Loggers behavior when failing to connect to the CIM service was changed as the system tried to re-establish connection to the CIM service on the following errors:

7. 8. 9. 10. 11. Logger Logger/Encryption Logger/Installation Logger/Installation Logger/Installation

Problem connecting to System Administrator. Encryption was not configured. Problem creating a client connection. General failure.

A CIMConnect retry mechanism was added. Audio is captured and stored encrypted in the Logger database. The default user was changed from nice_admin to administrator. When the Logger installation prompts you to delete audio, you are prompted to backup AudBD to the network path. The CIM Service (encryption service) must always be installed. The System Administrator URL and Port are updated by the Logger encryption plugin. Enables loading configuration files from version 9.01/9.03 to MakeInst on 9.06 version.

12.

Logger/MakeInst

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger New Features and Enhancements

May 27, 2007 3 of 14

No. 13. 14.

Product/ Component Logger/SNMP NATI-II ISDN

Description Adds Crypto Information Manager module traps to the SNMP agent. An improved synchronization mechanism was introduced, which enables the NATI to better estimate the signal. As a result, the synchronization is faster. The signaling messages for PABX types that do not support signaling analysis (Philips, Mitel and Avaya Index) were discarded. The Avaya signaling analysis function for various inputs was strengthened. The signaling message length handling for all PABX types was changed.

15.

NATI-II MCVP FW

16. 17.

NATI-II MCVP FW NATI-II MCVP FW

Resolved Issues
Severity Summary for the Resolved Issues

Severity Showstopper Severe Medium Minor Total

Number of Issues 0 2 7 11 20

No 1. 2.

Product/ Component Backup Server Backup Server

Description The Backup Server failed to retrieve data when archiving in mirroring mode. When the RTS device status was ready to retrieve, the Backup Server did not recognize when the connection to RTS was lost.

Severity Minor Minor

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Resolved Issues

May 27, 2007 4 of 14

No 3. 4.

Product/ Component ETAI-II ETAI-II/ETAI-III

Description Enabling the Siemens DIUN configuration (Auto Siemens mode) resulted in a DSP error. FERS in the line created a problem when working with Siemens-DIUN configuration with MFAS frame format and no CRC. Energy status reported by the DSP was unstable for several channels, causing the recorded voice to be discontinuous. To solve synchronization problems, the FALC internal amplifier activation was changed. Activity statistics were not updated when the channel compression was muLaw. Did not perform a retry when the Logger start-as-aservice failed. MakeInst-Create ETAI2/ETAI3 T1 summated with 23/ 24 time slots failed (access violation). Support for digital On/Off hook was missing. When using software compression, the caller ID was not part of the session. H.100 termination was not reset in the initialization phase. Service pack installation did not set the time zone to GMT. Installation strings were rephrased. The message that appeared when clicking the Loggers shutdown icon, when running as a service, was rephrased. The ISDN caller ID was related to two sessions. The system type in the summary file was incorrect. The PBX list in the AUDHW file was incorrect. The ALI-IV external squelch indication was incorrect.

Severity Medium Medium

5.

ETAI-II/ETAI-III

Severe

6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

ETAI-III Logger Logger Logger Logger/API Logger/CID Logger/H100 Logger/ Installation Logger/ Installation Logger/ Installation Logger/ISDN Logger/MakeInst Logger/MakeInst Logger/MakeInst

Severe Minor Medium Medium Medium Medium Minor Minor Minor Minor

16. 17. 18. 19.

Minor Minor Minor Medium

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Resolved Issues

May 27, 2007 5 of 14

No 20.

Product/ Component RTS

Description After shutting down the RTS and launching it, retrieval from RTS failed.

Severity Minor

Known Issues and Limitations

No 1. 2. 3. 4. Product / Component Alarm Board ETAI-II ETAI-II Logger Description The watchdog reset and button reset indicators are not saved to EEPROM. If there is a power down, these indicators are reset. When the D-channel is inverted, the PRI D-channel extraction does not support PRI T1 trunks with AMI line coding. The PRI D-channel extraction is only supported for Q. 931 and Q.932 compliant trunks. With ADIF3 and UDA, calls in compression G729, which were recorded on two different channels, have an echo during synchronized playback. ISDN: The signaling On/Off-hook is only supported for PABX, which fully supports Q.931 and Q.932 standards. Thus, Avaya, which does not support the Q.932 hold procedure, cannot be configured to work with the signaling On/Off-hook mechanism. ISDN: Multiple MSNs are not allowed:

5.

NATI-II MCVP FW

6.

NATI-II MCVP FW

A terminal can be configured with only one MSN. This MSN must be unique: Different telephones cannot have the same MSN.

7.

NATI-II (Mitel) MCVP FW

Avaya Index: When the terminal ID is On-hook and the speaker is off, starting to dial and quickly pressing the first number does not generate a DTMF in the PCM. Therefore, the firmware recognizes the original DTMF. The fatal log message CommMgr_Startup: Connection to cryptography information manager failed might appear several times during Logger startup, indicating that the cryptographic service has not been started yet. This does not affect normal Logger operation after startup.

8.

Logger

9.

Backup Server/ RTS

Currently the Backup Server and RTS are not certified on Vista and do not function properly.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Known Issues and Limitations

May 27, 2007 6 of 14

Installation
Installation Requirements
IMPORTANT When installing the current Logger service pack, make sure that Windows Installer version 3.0 is installed before installing Microsoft .NET Framework 2.0. Microsoft .NET Framework 2.0 is required for identifying the Motherboard type.

To verify that Windows Installer version 3.0 and Microsoft .NET Framework 2.0 are installed: 1. In the Start menu, choose Settings > Control Panel > Add or Remove Programs.

The Add or Remove Programs window appears.

2. Verify that the names of both of the above-mentioned programs appear in the Programs list. 3. If one or both names are missing, install the corresponding program(s).

Installation Instructions
Clean Installation
To perform a clean installation: 1. Insert the NICE Perform Capture Platform distribution CD in the Logger. On the CD, open the Logger folder and run setup.exe. 2. Follow the instructions on the screen to perform the installation. (You will need the MakeInst

configuration disk to complete the installation.) For further information, see the NICE Logger Software Installation Guide.

Upgrade from Previous Service Pack

Upgrade Preparations

To perform upgrade preparations: 1. Before you start the Service Pack installation, make sure that the SNMP service is stopped.

If the SNMP service is stopped, proceed to Step 5. If the SNMP service is not stopped, perform the following steps to stop the service manually.
2. From the Start menu select Run.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 7 of 14

The Run window appears.

3. Type services.msc and click OK.

The SNMP Services window appears.

4. Right-click SNMP Services and click Stop the service. The SNMP Service stops. 5. Shut down the Logger and make sure that all the Logger processes are closed.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 8 of 14

To upgrade from previous service pack: NOTE: If the installed version is NiceCall Focus III or Interaction Capture Unit with Alarm Board, see Technical Note TN0712, SP2 and Fatal Messages with Alarm Board in NCFIII 9.03/9.06 and ICU 9.06. 1. Insert the NICE Perform Capture Platform distribution CD in the Logger. On the CD, open the Logger folder and run setup.exe.

The NiceLog InstallShield Wizard starts.

2. Click Next.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 9 of 14

The Voice Logger 9.06 PCI window appears.

3. In the Voice Logger 9.06 PCI window, do the following: a.

In the Service/Desktop logger area, select either Install Logger as a Service or Install Logger as a Desktop Application as required.

WARNING On Voice Loggers with a DVD as a backup device, install the Logger as a Desktop application.

b. In the Installation Type area, do one of the following:

To upgrade the Logger Software and update the binaries only, select Install SP Update binaries only. To reinstall the Logger Software and update the binaries and configuration files, select Reinstall Logger - Update binaries and configuration. Click Browse to navigate to and select the configuration files. If you select this option, then in the Data Base Options area, select either Preserve the database (Audio, Archiving and Settings) or Delete the database (Audio, Archiving and Settings) as required.

WARNING If you select Delete the database (Audio, Archiving and Settings), the database will be permanently deleted - this causes terminal loss of data. 4. Click Next.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 10 of 14

The Voice Logger SNMP Agent Setup window appears.

5. Click Next.

The following Voice Logger SNMP Agent Setup information message appears.

NOTE: This message lists the SNMP Agent installation steps. For installation instructions, see the NMS 3.1 Installation Guide. 6. Read the message and then click OK.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 11 of 14

The Voice Logger SNMP Agent Setup - Maintenance Complete window appears.

7. Click Finish.

If you are upgrading High Density Logger, proceed to Step 11. If you are upgrading NiceCall Focus III or Interaction Capture Unit, the following Alarm Relays setup message appears.

8. Ensure that no Alarm Relays applications are running, and then click OK.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 12 of 14

The InstallShield Wizard for AlarmRelays starts.

9. Click Next.

The following Software Installation warning message appears.

10. Click Continue Anyway.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 13 of 14

11. The Voice Logger installation completed window appears.

12. Select Yes, I want to restart my computer now, and click Finish. The V9.06m Logger is

upgraded.

Updates
For the latest available updates (Hot Fixes), please contact your support.

Rollback and Uninstall

Rollback to Previous Service Pack
To roll back an installed version, uninstall the Logger Software and reinstall the previous version of the Logger Software.

Uninstall
To uninstall Logger Software, contact your support.

RN0510: NICE Perform Release 3 - Service Pack 3, NiceLog High Density Logger Installation

May 27, 2007 14 of 14