Integration With Genesys T-Server

NICE Perform
Release 3.2
Integration with Genesys T-Server

December 2010
385A0277-05 Rev. A2
Insight from Interactions
TM
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385A0277-05 Rev. A2
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Revision History
Integration with Genesys T-Server
Revision A0
Modification Date May 2009
Description
Added Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68. Added Outbound Dialer configuration. See Genesys T-Server Outbound Dialer Configuration on page 273. Minor changes. Added configuring business data in the CTI interface. Added information regarding Genesys Voice Platform SDK on page 42. Added limitations for Cisco UCM. See Cisco UCM Limitations on page 44. Added installation instructions for Windows 2008. See Installing the NICE CTI Integration Software on page 136. Added real-time driver plug-in configurations. See Configuring Real-Time Driver Plug-ins on page 237. Added additional interface parameters. See Additional Interface Parameters on page 256.
A1
December 2009
A2
December 2010
Blank page for double-sided printing.
Contents
1
Overview 15
NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Genesys T-Server Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Site Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Alcatel-Lucent OmniPCX Enterprise (4400) . . . . . . . . . . . . . . . . . . . . . . . . 19 Aspect Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Aspect Spectrum (Rockwell) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Avaya Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Cisco Unified Communications Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Ericsson MX-ONE (MD110) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Genesys SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 NEC NEAX/APEX/SV7000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Nortel Communications Server (CS) 1000 . . . . . . . . . . . . . . . . . . . . . . . . . 27 Siemens Hicom 300/300E/300H (International) . . . . . . . . . . . . . . . . . . . . . . 28 Siemens Hicom 300E (USA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Siemens HiPath 4000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Siemens OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Genesys T-Server Integration Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Key Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Genesys T-Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 NiceLog (Audio Logger) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 NiceScreen Logger (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 NICE Interactions Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Genesys T-Server Equipped with Avaya PBX . . . . . . . . . . . . . . . . . . . . . . . 34
Contents NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 7
Genesys T-Server Equipped with Aspect PBX . . . . . . . . . . . . . . . . . . . . . . 34 Genesys T-Server Equipped with Nortel PBX . . . . . . . . . . . . . . . . . . . . . . . 34 Genesys T-Server Equipped with Alcatel-Lucent PBX . . . . . . . . . . . . . . . . . 35 Genesys T-Server Equipped with NEC PBX . . . . . . . . . . . . . . . . . . . . . . . . 35 Genesys T-Server Equipped with Ericsson PBX . . . . . . . . . . . . . . . . . . . . . 35 Genesys T-Server Equipped with Siemens PBX . . . . . . . . . . . . . . . . . . . . . 36 Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX . . . . . . 36 Genesys T-Server Equipped with Genesys SIP Server . . . . . . . . . . . . . . . . 36 Genesys T-Server Equipped with Cisco Unified Communications Manager 37 Call Types and Features Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Supported Database Fields (CTI Fields) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Application Level Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Genesys Voice Platform SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Limitations and Special Behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Generic CTI Driver Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 General T-Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Alcatel-Lucent Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Aspect Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Avaya Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Cisco UCM Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Ericsson Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Nortel Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Siemens Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
2
Quick Starts to Configuring Genesys T-Server 47
Quick Start for Genesys T-Server Administrators . . . . . . . . . . . . . . . . . . . . . 48 Quick Start for NICE Perform Installers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
3
Genesys Switch Configuration 53
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Confirming the Switch DN Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Verifying the Genesys T-Server Configuration . . . . . . . . . . . . . . . . . . . . . . . 55 Checking Genesys T-Server Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Checking the Licenses using Genesys Configuration Manager . . . . . . . 55 Checking the Licenses using FlexLM License Manager . . . . . . . . . . . . . 56 Viewing the Genesys T-Server Switch TCP Link . . . . . . . . . . . . . . . . . . . . . 57 Checking the Genesys Redundancy Server Configuration. . . . . . . . . . . . . . 59 Viewing the Specific Switch Configurations . . . . . . . . . . . . . . . . . . . . . . . . . 61 Nortel Symposium Position Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Aspect Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Cisco Unified Communications Manager Configuration . . . . . . . . . . . . . . . . 63 Shared Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Extension Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Testing the Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Checking the Genesys T-Server Status and Configuration . . . . . . . . . . . . . 65 Testing the Device Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Enabling RTP Events in Cisco and Genesys SIP Configurations . . . . . . . . . 68
4
Configuring CTI Integrations for Genesys T-Server 73
Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Additional Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Defining Business Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Configuring Rejected Devices or Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Activating the Rejected Devices Real-time Plugin . . . . . . . . . . . . . . . . . 93 Mapping NEQT Numbers to Trunk Groups (Alcatel Only) . . . . . . . . . . . . . . 94 Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
5
Configuring Channel Mapping for Genesys 99
Overview for Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Passive VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Configuring Sources Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Active VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
6
Configuring Business Data - Additional CTI Data Fields 117
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Mapping Business Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Verifying Required Business Data Field Sizes and Keeping a Record . . . . 120 Verifying Available Optional ID Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 Choosing the Optional ID Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes 124 Creating a Reserved Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Mapping the Reserved Column to the Optional ID Field . . . . . . . . . . . . . . 129 Indexing Reserved Columns and Business Data Fields . . . . . . . . . . . . . . . 131
7
Installing the CTI Integration Software 135
Installing the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . . . 136
Enabling the Display of NICE System Information . . . . . . . . . . . . . . . . . . . 142 Maintaining the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . 143 Modifying the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 143 Repairing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 145 Removing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 146 Upgrading the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 148 Verifying the Version Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
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Using NICE Testing and Debug Tools 153
Gather Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Preparing the Open Service Request Procedure Workflow . . . . . . . . . . . . 155 Submit an Open Service Request Procedure - Checklist . . . . . . . . . . . . . . 156 Open Service Request Procedure - Form to Submit . . . . . . . . . . . . . . . . . . 160 Procedure 1: If a Problematic Scenario Occurs, What Should I Do? . . . . . 166 Log File Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Procedure 2: Setting Reporting Levels & Activating Debug Tools. . . . . . . 167 Setting Up the Log Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . 168 Setting the Call Server, RCM, and Database Server Reporting Level . . . . 179 Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Setting Up the Events Spy to Receive Events . . . . . . . . . . . . . . . . . . . 182 Searching for Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Setting Up the CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186 Changing CAPI Spy Tool Connection Details . . . . . . . . . . . . . . . . . . . 189 Setting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . 189 Setting Up the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Setting Up the Ethereal Sniffer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196 Procedure 3: Restarting the System and Running Problematic Scenario . 197 Procedure 4: Collecting Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . . . . 198 Optional: Prepare a List of Devices and Resources . . . . . . . . . . . . . . . . . 199 Searching, Collecting, and Saving Events Spy Logs . . . . . . . . . . . . . . . . . 201
Searching for Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201 Saving Events in a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 Saving Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 Saving Selected Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202 Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility . . . . . . 203 Collecting the Debug Service Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205 Procedure 5: Reset the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Resetting the Call Server, RCM, and Database Server Reporting Levels . 206 Resetting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . 208 Resetting the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209 Resetting the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210 Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213 Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 213 Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 218 Stopping the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . 218 Disconnecting the Connection Manager Monitor Client . . . . . . . . . . . . 218 Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Using the Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Using the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219 Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222 Using the Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
9
Genesys Testing and Debugging Tools 225
Genesys Support Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226 Logs Builder Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
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Genesys Troubleshooting 233
Obtaining IP Addresses to Record in a VoIP Environment . . . . . . . . . . . . . 234 Troubleshooting Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Contents NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
12
11
Configuring Real-Time Driver Plug-ins 237
Defining Media Correlation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238 Defining Field Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244 Defining Rejected Devices and Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
A
Genesys T-Server Additional Configuration Parameters 253
Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254 Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 254 Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255 Interface Connection Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255 Additional Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256 Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 259 Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 261 Switch Driver - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264 Driver Interface - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
B
Additional Interface Parameters for Genesys SIP and Genesys Cisco 271
C
Genesys T-Server Outbound Dialer Configuration 273
Outbound Dialer Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274 Configuring the Outbound Dialer in the Genesys T-Server . . . . . . . . . . . . 274
D
Installing NICE Perform Components with UAC On 277
Setting Security Options Before Installing the NICE Perform Component 278 Setting .exe Files to Run in Administrative Mode . . . . . . . . . . . . . . . . . . . . 281 Resetting Security Options After Installing the NICE Perform Component282 Configuring Security Options Before Modifying NICE Perform Component
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
Index
287
Contents NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
14
1
Overview
This guide describes the integration between the NICE Interactions Center and the Genesys T-Server.
IMPORTANT This guide provides technical information only. For detailed information regarding the availability of solutions and features, refer to the EIS full products price list and the Integration Description Document (IDD). In addition, you can contact your NICE regional sales engineer.
Contents
NICE Perform Site Installation Overview...................................................................... 16 Genesys T-Server Integration Workflow....................................................................... 17 Integration Description .................................................................................................. 18 Genesys T-Server Integration Architecture.................................................................. 32 Recording Solutions ...................................................................................................... 34 Call Types and Features Supported.............................................................................. 38 Supported Database Fields (CTI Fields)....................................................................... 40 Application Level Interface ............................................................................................ 42 Genesys Voice Platform SDK ........................................................................................ 42 Limitations and Special Behavior ................................................................................. 43
Chapter 1: Overview NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
15
NICE Perform Site Installation Overview
NICE Perform Site Installation Overview

Legend:
Mandatory component Optional component Integration dependant
Prepare the machines and ensure that the site readiness activities were completed successfully using the Site Readiness Tool Install MS SQL Server and NICE Perform Databases Install NICE Perform Applications and define in System Administrator Connect one of the following:
- or - or - or NiceLog High Density Logger Interaction Capture Unit (ICU) Branch Extensions Logger (BXL) NICE VoIP Logger
DO NOT define in System Administrator! Install VoIP Recording Gateway (VRG) and define in System Administrator Configure the NICE Interactions Center in the System Administrator then install the NICE Interactions Center software You are Here Configure and then Install CTI Integrations Define Loggers in System Administrator Define Channel Mapping in the System Administrator Install Reporter Server and Import Packages Install NICE IA Link Analysis Server on the Data Mart Server Install relevant optional components and define in System Administrator: Content Analysis Telephony Services NiceScreen Stream Server NICE Storage Center Screen Content Analysis Media Library Install the latest approved Updates Install NICE Sentinel Server Perform Required Installation and Acceptance Test Procedures
NOTE: See the Site Installation Workflow Guide for a detailed overview.
16
Genesys T-Server Integration Workflow
Genesys T-Server Integration Workflow

The workflow in this section describes the steps involved in integrating Genesys T-server with NICE Perform. Click a step. The corresponding instructions appear.
Legend:
Mandatory component (with link to procedure in this publication) Optional component An Genesys site engineer must be present during the installation to assist with this phase of the installation!
Genesys Switch Configuration
Configuring CTI Integrations for Genesys T-Server
Configuring Channel Mapping for Genesys
Configuring Additional CTI Fields (Business Data)
Installing the CTI Integration Software
Complete Entire NICE Perform Component Installation and Configuration
Install Latest Update Pack for Each NICE Perform Component
Congratulations! Your installation is complete!
17
Site Requirements
Site Requirements
Update Pack 3.2.18 includes the Genesys Voice Platform SDK. (For more about the Genesys Voice Platform SDK, see Genesys Voice Platform SDK on page 42.) Before installing this Update Pack, you must install .NET Framework 3.5 on the Interactions Center Server.
Integration Description
The sections below summarize the various Genesys T-Server integrations:
Alcatel-Lucent OmniPCX Enterprise (4400) Aspect Call Center Aspect Spectrum (Rockwell) Avaya Communication Manager Cisco Unified Communications Manager Ericsson MX-ONE (MD110) Genesys SIP Server NEC NEAX/APEX/SV7000 Nortel Communications Server (CS) 1000 Siemens Hicom 300/300E/300H (International) Siemens Hicom 300E (USA) Siemens HiPath 4000
18
Alcatel-Lucent OmniPCX Enterprise (4400)

Driver Switch Configuration Switch name and model Interface type Recording methods Alcatel-Lucent OMNIPCX Enterprise (4400) Genesys T-Server CTI
Station-side Trunk-side Passive RTP (phones with static IP addresses) Active RTP (via IP DR link)
Total, Interaction-based (for all recording methods)
Features CTI fields available for call search Number of business data fields available CTI fields supported by Call Flow Analysis
Free Seating, Compound Call See Supported Database Fields (CTI Fields) on page 40. Contact your site engineer for business data fields.
19
Aspect Call Center

Driver Switch Configuration Switch name and model Interface type Recording methods Aspect Call Center Genesys T-Server CTI
Station-side Trunk-side Passive RTP (phones with static IP addresses)
20
Aspect Spectrum (Rockwell)

Driver Switch Configuration Switch name Interface type Recording methods Aspect Spectrum (Rockwell) Genesys T-Server CTI
Station-side Trunk-side Static RTP (phones with static IP addresses)
Total, Interaction-based
21
Avaya Communication Manager

Driver Switch Configuration Switch name Interface type Recording methods Avaya Communication Manager Genesys T-Server CTI
Station-side Trunk-side Passive RTP (phones with static IP addresses) Active RTP (active VoIP recording - via DMCC server)
22
Cisco Unified Communications Manager

Driver Switch Configuration Switch name and model Interface type Recording Methods Cisco Unified Communications Manager Genesys T-Server CTI
Passive RTP (phones with static or dynamic IP addresses) Active RTP
23
Ericsson MX-ONE (MD110)

Driver Switch Configuration Switch name and model Interface type Recording Methods Ericsson MX-ONE (MD110) Genesys T-Server CTI
Station-side Passive RTP (phones with static IP addresses)
Compound Call See Supported Database Fields (CTI Fields) on page 40. Contact your site engineer for business data fields.
24
Genesys SIP Server

Driver Switch Configuration Switch name and model Interface type Recording Methods Passive RTP (phones with static or dynamic IP addresses) Features CTI fields available for call search Number of business data fields available CTI fields supported by Call Flow Analysis Total, Interaction-based (for all recording methods) Genesys SIP Server Genesys T-Server CTI
25
NEC NEAX/APEX/SV7000
Driver Switch Configuration Switch name and model SV7000 NEAX/APEX 2400/7400 ICS/MMX/IMS/IPX Interface type Recording Methods Genesys T-Server CTI
Station-side Trunk-side Matrix Trunk-side Passive RTP (phones with static IP addresses)
26
Nortel Communications Server (CS) 1000

Driver Switch Configuration Switch name Interface type Recording methods Nortel Communications Server (CS) 1000 Genesys T-Server CTI
Station-side Trunk-side Matrix Trunk-side Passive RTP (phones with static IP addresses) Active RTP (phones with dynamic IP addresses)
27
Siemens Hicom 300/300E/300H (International)

Driver Switch Configuration Switch name and model Interface type Recording methods Siemens Hicom 300, Siemens Hicom 300E, Siemens Hicom 300H Genesys T-Server CTI
Station-side Trunk-side
28
Siemens Hicom 300E (USA)

Driver Switch Configuration Switch name and model Interface type Recording methods Siemens Hicom 300E (USA) Genesys T-Server CTI
Station-side Trunk-side
29
Siemens HiPath 4000

Driver Switch Configuration Switch name and model Interface type Recording methods Siemens HiPath 4000 Genesys T-Server CTI
Station-side Trunk-side Passive RTP (phones with static IP addresses)
Total, Interaction-based
30
Siemens OpenScape
Driver Switch Configuration Switch name and model Interface type Recording Methods Passive RTP (phones with static or dynamic IP addresses) Features CTI fields available for call search Number of business data fields available CTI fields supported by Call Flow Analysis Total, Interaction-based (for all recording methods) Siemens OpenScape Genesys T-Server CTI
31
Genesys T-Server Integration Architecture

When NICE Perform is integrated with the Genesys T-Server, the NICE Interactions Center communicates with the switch as illustrated in the diagram below.
Figure 1-1 Genesys T-Server Integration
Agent Extensions
PABX CO Trunk Genesys T-Server
NiceLog Logger
NICE Interactions Center (with Genesys Client T-Library)
NMS LAN
Workflow
The NICE Interactions Center establishes connection with the Genesys T-Server. Then, the NICE Interactions Center software registers the agents extension with the T-Server and starts receiving calls and agent events. This type of client model receives all the calls and agent events that occur. The NICE Interactions Center maintains a process that reads the active QA schedule from the Interaction database:
1. If an agent will be recorded (according to one of the scheduler programs), the NICE
Interactions Center sends a recording command to the audio Logger (NiceLog) and to the screen Logger (NiceScreen).
2. If the returned status from both Loggers is OK, the NICE Interactions Center locks the audio
and screen data in the Loggers and stores the call details in the NICE Interactions Center.
3. The application can then query the database and perform a playback of the call. QA
applications can playback voice and screen and evaluate the call using pre-defined evaluation forms.
32
Key Components
Genesys T-Server
The Genesys T-Server is the core component of the Genesys suite. This is the component that manages the entire call flow at the Call Center, if it is configured as such. The Genesys T-Server can route calls within the PABX and perform other PABX-related tasks as well. The T-Server reports real-time CTI events to other applications in a call center, and acts as the CTI Server that is integrated with the NICE Interactions Center.
NiceLog (Audio Logger)

NiceLog is a powerful digital voice logging system. NiceLog Loggers can continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for immediate playback capability. Different Audio Loggers are available for the different recording methods (trunk, extension, VoIP).
NiceScreen Logger (optional)

The Screen Logger records agent screens and stores the data on its hard drive. The agent screen is sent from a proprietary application, which is installed on each agent workstation.
NICE Interactions Center

The NICE Interactions Center uses the Genesys T-Server interface (the T-Library) which acts as a client application that hooks into the Genesys T-Server. Through communication with the T-Server, the NICE Interactions Center software learns the call status, monitors call events and stores them in its databases. A user can then query its database, find a call and play it back. In addition, based on preconfigured settings, the NICE Interactions Center can determine whether or not a call will be recorded.
33
Recording Solutions
Recording Solutions
This section describes the different recording solutions available in each configuration.
Genesys T-Server Equipped with Avaya PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Avaya PBX, the following recording modes are available:
Extension-side recording - The NiceLog Logger connects directly to, and taps, the lines
which connect to the phone sets and the gateway. This connectivity is usually used for total recording.
Trunk-side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and interaction-based recording. The 16 high-order bits of attribute ThisTrunk contain the Trunk Group; and the 16 low-order bits of the attribute ThisTrunk contain the Trunk Number. NOTE: This recording mode is available only from the Genesys T-Server version 6.1.008-04 and higher. Lower versions of the T-Server do not send the trunk information; therefore the NICE Interactions Center cannot record on the trunk-side.
Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets.
This connectivity is used for Total Recording and Interaction-Based Recording.
Genesys T-Server Equipped with Aspect PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Aspect PBX, the following recording modes are available:
Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads the string and removes the T character as the Trunk Number, while the Trunk Group value is always 0Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.
Genesys T-Server Equipped with Nortel PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a Nortel PBX, the following recording modes are available:
Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines
34
Recording Solutions
Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk
attribute. The driver reads a long number and transforms it into a hexadecimal value.
Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.
Genesys T-Server Equipped with Alcatel-Lucent PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Alcatel-Lucent PBX, the following recording modes are available.
Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. NEQT numbers must be mapped to trunk group numbers. The trunk information (NEQT number) is sent through the OtherTrunk attribute. Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets.
Genesys T-Server Equipped with NEC PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the NEC PBX, the following recording modes are available.
Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads a long number and the three digits on the left side represent the trunk number. Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.
Genesys T-Server Equipped with Ericsson PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Ericsson PBX, the following recording mode is available.
Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets.
35
Recording Solutions
Genesys T-Server Equipped with Siemens PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Siemens PBX, the following recording modes are available:
Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute. Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.
Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Aspect Spectrum (Rockwell) PBX, the following recording modes are available:
Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute. Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets.
Genesys T-Server Equipped with Genesys SIP Server

IMPORTANT See Obtaining IP Addresses to Record in a VoIP Environment on page 234.
When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a SIP Server, the Passive VoIP recording mode is available. In Passive VoIP recording mode, the NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.
36
Recording Solutions
Genesys T-Server Equipped with Cisco Unified Communications Manager

IMPORTANT See Obtaining IP Addresses to Record in a VoIP Environment on page 234.
When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Cisco Unified Communications Manager, the following recording modes are available:
Active VoIP Recording: In Active VoIP Recording, audio packets are sent directly to the
NICE VoIP Loggers IP address, and there is no need for filtering. This connectivity is used for Total Recording and Interaction-Based Recording.
Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording.
37
Call Types and Features Supported

NOTE: For detailed information regarding the supported features for each configuration (switch version and interface version), refer to the EIS full products price list and the Integration Description Document (IDD).
The following call types and features are supported by NICE Perform.
Total Recording: Records all calls for all connected inputs. Interaction-based Recording
Selective Recording: Records selected calls based on filter criteria. QA: Enables administrators to evaluate calls (via NiceUniverse). ROD: Enables agents to record a call on-the-fly.
The Genesys driver supports the following call scenarios:

Simple internal/external calls: Records internal, inbound and outbound calls. Inbound/outbound calls to the xxx: The NICE Interactions Center enables users to specify calls to record according to a DNIS (Dialed Number Identification Service) number. Call Transfers: The following call transfer types are supported by the NiceLog System:
Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B. Consultation Calls: For example, agent A calls a customer, and then calls agent B.
Agent A then transfers the customer to agent B.

Single Step Calls: For example, agent A calls a customer, and then transfers the call
to agent B. Agent A does not wait for agent B to answer the call. If Agent B is not available, the call is disconnected.
Conference Calls: NICE Interactions Center enables three-way conference call recording, including the following:
Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B. Consultation Calls: For example, agent A calls a customer, and then calls agent B.
Agent A then transfers the customer to agent B.

Agent Login/Logout: Agents can log in and out of stations using Agent IDs (free seating).
Calls are inserted into the NICE Interactions Center Calls database according to the Agent ID entered upon login. NiceLog can be commanded to record calls based on Agent IDs, and users can query calls using Agent IDs as search criteria.
NOTE: This feature should be supported by the PBX as well. In those cases where the PBX does not supply this information, the agents can login/logout using the Genesys Desktop application. The driver then receives this information from the Genesys T-Server.
Chapter 1: Overview NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 38
The Genesys driver supports the following features:
Compound ID: Enables tracking of a call from the beginning to the end. Connection ID tracking: Follows the call events according to the Genesys ConnectionID
parameter.
Redundancy: After a failure occurs, the Genesys driver tries to reconnect to the backup
T-Server automatically (and vice versa). Only one instance of the driver is running and is responsible for both T-Servers. The Genesys T-Server works in two redundancy modes:
Warm Standby: A backup T-Server starts if the primary T-Server fails. All the call events/requests that occurred during the failure are lost and the backup T-Server will handle all new call events/requests. Hot Standby: A backup T-Server starts if the primary T-Server fails. The backup
T-Server is fully synchronized with the primary T-Server and will handle the call events/requests when the failure occurred.
39
Supported Database Fields (CTI Fields)

The supported database fields can change depending on the CTI information supported by the switch and the switch configuration. If supported, Table 1-1: Supported Database Fields lists CTI data from the Genesys switch that is automatically entered into the NICE Interactions Center. From the Business Analyzer, this information can be queried for further analysis.
Table 1-1: Supported Database Fields Genesys Field Name Station Phone number Direction Call ID Connection ID UCID Agent ID DNIS Trunk Information User Data NICE Perform Database Fields nvcStation nvcPhoneNumber tiCallDirectionTypeID iPBXCallID Can be defined manually as User Data vcPBXUniversalCallInteractionID nvcAgentId DNIS vcTrunkGroup vcTrunkNumber (No default field since it is user defined) UNID Participant Agent ID Dialed Number Identification Service Participant Trunk Group Participant Trunk Number Description Participant Station Participant Phone Number Segment Call Direction Type ID Segment Switch Call ID
Additional CTI Fields (Business Data)

For Genesys integrations, the site engineer at the customers site has the additional CTI fields (business data) that must be configured. Get the following information from him/her for each additional CTI field (business data) field:
Name of the business data field on the CTI server. This field name be exactly the same as the name on the CTI server. It is case-sensitive. Description. (Optional) Alias name of the business data field. The alias name is the name of the business data field that appears in the Business Analyzer. It does not have to be the exact name that appears on the CTI server. Type. Number or Text. Maximum size of business data (bytes). Maximum size (bytes) that the business data could be. When mapping the business data to its ID in the nice_interactions database, you need to allow for more than this maximum size.
Chapter 1: Overview 40
NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
When you have this information from the site engineer, you need to calculate the:
Minimum number of bytes required to map the business data to its ID in the database. This value is always higher than the maximum size of the business data. Optional ID in the nice_interactions database to associate with the business data.
See Mapping Business Data on page 119 for detailed procedures in making these calculations and configuring the additional CTI fields (business data) for your site. After configuring the additional CTI fields, you need to define these fields in the CTI interface. See Configuring a New CTI Connection Step 17 on page 85 and Defining Business Data Fields on page 88.
41
Application Level Interface
Application Level Interface

Genesys T-Server supports the following:
Monitoring Devices: The driver sends monitor requests for the devices in the Monitored Devices list only. NOTE: Each DN that is monitored (recorded) by NICE Systems requires a license from Genesys.
Business Data Configuration: A CTI system can add data to the call segment via CTI desktop applications such as soft phones or Agent Desktop applications. To view this data in the NICE Interactions Center database, you must map these variables to the NICE Interactions Center variables. Business data can be a credit card number, transaction information, or any field defined specifically for this purpose.
The Genesys T-Server can be configured to send this information to its client applications. The User Data information is sent in the following format:
Key Name & Key Value
For example: Credit_Card_Number = 1234567 See Configuring Additional CTI Fields (Business Data) on page 117.
Genesys Voice Platform SDK

The integration between NICE Perform and the Genesys solution requires CTI communication between the NICE Interactions Center and Genesys T-Server. In order to receive CTI events from the telephony system, Genesys provided the T-Library SDK to third-party CTI applications such as NICE Perform.
T-Library SDK
PABX
T-Server
Interactions Center Server
From March 15, 2010, Genesys no longer supports the T-Library SDK. The Genesys Voice Platform SDK has replaced the T-Library SDK to provide CTI communication with the Genesys T-Server.
Voice Platform SDK
PABX
T-Server
Interactions Center Server
The Genesys Voice Platform SDK is installed with Update Pack 3.2.18 and above. In order to install it, .NET Framework 3.5 must be installed on the Interactions Center Server. See Site Requirements on page 18.
Chapter 1: Overview NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 42
Limitations and Special Behavior

This section describes the known limitations and special behavior when the Genesys driver is integrated into the environment.
Generic CTI Driver Limitations

This section describes the known CTI driver limitations.
Wrong direction in the following scenario: A customer calls a supervisor; the supervisor calls an agent and then transfers the call. The Generic driver cannot predict the direction of the call between the agent and the customer (if the call is Outgoing or Incoming) because the Generic driver does not know the direction of the first call (between the supervisor and the customer). The driver assigns this call as Outgoing by default.
General T-Server Limitations
In Transfer and Conference calls, the direction after the Transfer/Conference may be incorrect. This occurs because Genesys keeps the first call direction in all the segments of a complex call. For example: If a call starts as Internal and then the consultation phase is Outbound, then at times the Transfer/Conference is reported as Internal instead of Outgoing. In Blind Transfer/Conference calls to an unmonitored device, and if the target does not answer, the driver still opens a segment to the target device (if there is another party in the call that is being monitored). A dummy segment then appears in the database for the scenario.
NOTE: This occurs because Genesys sends established events only on the device that is answering. If the device that answers is unmonitored, the Genesys T-Server will not establish the event. Therefore, the Genesys driver establishes the call in all cases. When the other side closes the call, then the segment will be closed.
Alcatel-Lucent Limitations

Alcatel-Lucent OMNIPLX 4400 LX is not supported. The Alcatel-Lucent driver does not support T1 trunk-side recording, and only supports E1 trunk-side recording. There is a limitation when agent A1 calls agent A2, agent A2 does not answer and the call is diverted to agent A3, and then agent A1 blindly transfers the call to customer C1. The A3 OUT C1 report is missing from the database and the audio is not in the Compound call. The End Compound report appears when the call between agent A3 and customer C1 ends. Genesys switches the Originator and Destination DN when the transfer takes place.
43
There is a limitation when agent A1 calls customer C1 and then blindly transfers the call to agent A2 who does not answer, and the call is diverted to Agent A3 who answers. The End Compound report is missing from the database. The expected results are as follows:
A1 OUT C1, TS A1 OUT C1, D NOTE: The second Compound call is reported with direction INTRN, as there is no information re the device type.
Aspect Limitations

The availability of ANI and DNIS depends on the specific switch configuration. Aspect generates an Offered event with the same Call ID as the Transfer event. The following may therefore occur. An agent A1 calls a customer C1 and blindly transfers him to agent A2 (using CCT). Agent A2 talks to the customer. The call direction is recorded as IN, even though the direction of the first call is OUT. Analog extensions will not be recorded/
Avaya Limitations
There is a limitation when a customer calls monitored agent A1, and agent A1 presses the Park Call button and performs a consultation transfer to monitored agent A2. While agent A1 is connected to agent A2, agent A1 again presses the Park Call button. Agent A2 is disconnected from the call and agent A1 retrieves the connection to the external party. At this point call recording stops. There is no support for a bridged appearance, which is call appearance on a telephone that matches a call appearance on another telephone for the duration of a call.
Cisco UCM Limitations

Multiline is supported. When all the shared line devices are monitored, a monitored shared line is supported under the following limitations:
Cbarge is not used. Extension mobility is not used. Pickup Group is not used.
Ericsson Limitations
Free seating and Agent ID information is only supported on the MD110 MX-ONE when the DAC features are available on the MD110 MX-ONE and the CCA is installed too.
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Nortel Limitations
In Nortel switches with Meridian Link version 5C or Symposium Call Center 4.0 and higher, login information is sent by the Genesys T-Server when the agent manually logs into the phone. However, in earlier versions, the login information is not sent when the agent manually logs into the phone. In all versions, login information is sent by the Genesys T-Server when the agent logs into the phone using the Genesys SoftPhone. There is a limitation when agents A and B are on an internal call and either one of the agents transfers the call to either a customer or supervisor. Only the call between the two agents is reported, and there is a transfer flag. There is a limitation when agents A and B are on an internal call and either one of the agents initiates a conference call to either a customer or supervisor (C). The call from the agent to C is not reported. Agent A1 and customer or supervisor C1 are engaged in a call.There are several limitations when:
C1 transfers the call blind to another customer or supervisor C2, that is, without establishing a connection with C2. The call between A1 and C1 is only closed when the call with C2 is closed. Either A1 or C1 initiates a call transfer, speaks to a customer or supervisor C2 and then transfers the call. There is no transfer flag for the call between A1 and C1.
MEI Server issues:
The AutoClean process on the MEI server, which runs every day at midnight, may trigger a shutdown message. In Backup mode, when shutting down the MEI server, the TCP connection breaks. No shutdown message is sent to the driver.
Disabling the high-speed link may trigger a shutdown message.
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Siemens Limitations
A parked call to a supervisor is not supported, and after the park, the call will not be recorded. After the supervisor picks up the parked call, the call will not be recorded even if the other participant of the call is an agent. Trunk information is not always reported. The switch reports trunk information in the following events only:
outbound scenarios - networked reached events incoming scenarios - ringing events.

If the Genesys driver does not receive trunk information on these events from the T-Server, the trunks will not be recorded. For example: A customer calls a supervisor, and then the supervisor transfers the customer to an agent, the trunk information is not reported by Genesys.
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2
Quick Starts to Configuring Genesys T-Server
NOTE: These Quick Start workflows give a comprehensive overall picture of the Genesys T-Server configuration and enable you to keep track of your progress. However, they are not a substitute for using this manual. The procedures in this manual give not only detailed instructions, but also contain important information, notes, and warnings. Failure to adhere to these instructions may cause the entire configuration to fail!
This section includes two Quick Starts:
Quick Start for the Genesys T-Server administrator to prepare the switch for NICE Perform Quick Start for NICE Perform installers to integrate NICE Perform with the Genesys T-Server.
Contents
Quick Start for Genesys T-Server Administrators ....................................................... 48 Quick Start for NICE Perform Installers........................................................................ 50
Chapter 2: Quick Starts to Configuring Genesys T-Server NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
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Quick Start for Genesys T-Server Administrators

No 1 Procedure Confirm the configuration of the devices (DN). Verify the Genesys T-Server configuration. Comments Check that there are no events for specific devices. Refer to... Confirming the Switch DN Configuration on page 54 Checking Genesys T-Server Licenses on page 55 Viewing the Genesys T-Server Switch TCP Link on page 57 Checking the Genesys Redundancy Server Configuration on page 59 Viewing the Specific Switch Configurations on page 61
NICE Perform needs to have right to monitor licenses to monitor devices and agent seats. For Avaya, make sure that the TCP link information is the same as the CTI link for the MAPD card. Verify that the cti_ha_option parameter appears in the Genesys monitoring license.
Verify the TCP link.
(Site-dependent) Verify the Genesys Redundancy server configuration.
Verify switch specific configurations
You need to verify specific parameters for the following switches:

6 Test the Genesys link and device configuration.
Nortel Symposium Position Aspect Agent Cisco Unified Communications Manager
Testing the Genesys Configuration on page 65
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No 7
Procedure (Cisco Unified Communications Manager and Genesys SIP) Enable RTP events.
Comments In order to record in a VoIP environment without using CTI-activated active recording, you need to know the IP address. If the IP address of the IP phone is not static, you obtain the IP address from RTP events. In Genesys, these events are not reported by default. You configure the rtp-info-password parameter in order to enable RTP events.
Refer to... Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68
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Quick Start for NICE Perform Installers

No 1. Procedure Configure additional CTI fields (Business Data). Configure a new CTI connection for Genesys T-Server. Comments The available CTI fields change depending on the switch type. You need the following information: Refer to... Additional CTI Fields (Business Data) on page 40 Configuring a New CTI Connection on page 74
2.
IP address and port of the T-Server IP address and port of the warm or hot standby T-Server (if operating with redundancy) (Cisco Unified Communications Manager and Genesys SIP Server configurations) rtp-info-password parameter from the T-Server Properties window. See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68. Monitored devices User data (business data)

3. (Site dependent) Configure rejected devices or trunks. (Alcatel) Map NEQT number to Trunk groups. Configure the channel mapping.
Configuring Rejected Devices or Trunks on page 89 Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 94 Configuring Channel Mapping for Genesys on page 99
4.
5.
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No 6.
Procedure Install the CTI Integration software. (Site dependent) Enable display of NICE System information.
Comments
Refer to... Installing the CTI Integration Software on page 135
7.
If the CTI Integration software is not installed on the NICE Interactions Center server, you change the DCOM and WMI security settings on the machine where the CTI Integration software is installed.
Enabling the Display of NICE System Information on page 142
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3
Genesys Switch Configuration
IMPORTANT This chapter provides information for NICE Perform site engineers. The actual switch configuration is performed by the Genesys site engineer only.
Contents
Overview.......................................................................................................................... 54 Confirming the Switch DN Configuration..................................................................... 54 Verifying the Genesys T-Server Configuration ............................................................ 55 Checking the Genesys Redundancy Server Configuration........................................ 59 Viewing the Specific Switch Configurations ................................................................ 61 Testing the Genesys Configuration .............................................................................. 65 Enabling RTP Events in Cisco and Genesys SIP Configurations.............................. 68
Chapter 3: Genesys Switch Configuration NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
53
Overview
Overview
There are several procedures that must be followed to check the switch and Genesys T-Server configuration. These procedures apply to all the types of Genesys T-Server applications.
Confirming the Switch DN Configuration Verifying the Genesys T-Server Configuration Checking the Genesys Redundancy Server Configuration Viewing the Specific Switch Configurations Enabling RTP Events in Cisco and Genesys SIP Configurations
Confirming the Switch DN Configuration

The DNs or devices are configured in the Genesys Configuration Manager. It is useful to check this information if there are no events for specific devices. For switch-specific procedures, see Viewing the Specific Switch Configurations.
To check the DN configurations: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Switch > DNs.
A list of the configured DNs appears in the right-hand pane.

Figure 3-1 Genesys Configuration Manager - DNs
2. Verify that all the monitored DNs appear.
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Verifying the Genesys T-Server Configuration

It is important to check the following:
Checking Genesys T-Server Licenses Viewing the Genesys T-Server Switch TCP Link
Checking Genesys T-Server Licenses

To enable NICE System to monitor interactions in the Genesys T-Server environment, you must obtain right to monitor licenses from Genesys for monitoring devices and agent seats. The two types of monitoring licenses are:
tserver_tdn: Used for monitoring devices. T-Servers 7.0 and 7.1 require tserver_tdn licenses. From Release 7.2, T-Server does not require a tserver_tdn license in order to
operate.
tserver_sdn: Used for monitoring agent seats. All T-Servers from 7.00 require tserver_sdn
licenses.
NOTE: This monitoring license information is for reference only. For the most current information regarding Genesys licensing, contact Genesys directly.
These licenses enable NICE to monitor all available PABX devices (agent extension, positions, VDNs, ACD/Queue, IVR/VRU ports, other routing entities, and so on) and provide full support for CTI features, including compound call, tracking, call direction and trunk information. You must ensure that there are sufficient licenses as follows:
Checking the Licenses using Genesys Configuration Manager Checking the Licenses using FlexLM License Manager
Checking the Licenses using Genesys Configuration Manager

You can check the license information in the Genesys Configuration Manager.
To check the Genesys licenses: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click the required Genesys T-Server Application, and click Properties. 3. Select the Options tab. 4. Select license from the dropdown list.
The following window appears.
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Figure 3-2
Genesys Configuration Manager - Licenses
5. Verify that there are sufficient licenses.
Checking the Licenses using FlexLM License Manager

The FlexLM License Server enables you to check how many of these licenses have been issued and how many are in use when the Genesys T-Server Application is running.
To check the Genesys licenses: 1. Make sure that the Genesys T-Server is running. 2. In the LMTOOLs window, select the Server Status tab.
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Figure 3-3
LMTOOLS - Server Status
3. Verify that there are sufficient licenses. For example, in this example, you can monitor a total
of 200 DNs, of which 102 licenses are currently in use.
Viewing the Genesys T-Server Switch TCP Link

The Genesys T-Server is connected to the switch via a TCP link. For Avaya, this information should also be checked against the information configured on the switch end, which is the CTI link for the MAPD card.
To check the link-tcp: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click on the required Genesys T-Server Application, and click Properties. 3. Select the Options tab. 4. Select link-tcp from the dropdown list.
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Figure 3-4
Genesys Configuration Manager - TCP Switch Link
5. Check the following information in the window:
hostname: IP address of the switch link-number: Link number to the switch port: Port number used to communicate with the switch
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Checking the Genesys Redundancy Server Configuration

The Genesys T-Server works in a warm or hot standby redundancy mode. You configure this information when you create a new CTI Interface. See Configuring a New CTI Connection on page 74.
IMPORTANT Verify that the cti_ha_option parameter appears in the Genesys monitoring license. This parameter enables redundancy. See Checking Genesys T-Server Licenses on page 55.
To check the Genesys redundancy server configuration on the primary T-Server: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click on the required Genesys T-Server Application, and click Properties. 3. Select the Server Info tab.

Figure 3-5 Genesys Configuration Manager - Redundancy - Primary Server
4. Select the required Backup server from the Backup Server dropdown list. 5. Select the redundancy type from the Redundancy Type dropdown list. To check the Genesys redundancy server configuration on the backup T-Server: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click on the required Genesys T-Server Application, and click Properties. 3. Select the Server Info tab.
Chapter 3: Genesys Switch Configuration NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 59

Figure 3-6 Genesys Configuration Manager - Redundancy - Backup Server
4. Select the redundancy type from the Redundancy Type dropdown list. NOTE: The redundancy type can be Hot StandBy or Warm StandBy and both Genesys T-Servers must have the same redundancy type.
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Viewing the Specific Switch Configurations

There are configuration procedures that are specific to certain switch types. The following switch-specific configurations are described:
Nortel Symposium Position Configuration Aspect Agent Configuration Cisco Unified Communications Manager Configuration
Nortel Symposium Position Configuration

Extensions must be associated with ACD positions, and vice-versa, for the Nortel switch.
To check the position configurations: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Nortel Switch > DNs.
A list of the configured devices appears in the right-hand pane.

Figure 3-7 Genesys Configuration Manager - Nortel
2. Double-click on an ACD position.
A window appears, displaying the ACD position properties, including the associated extension.
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Figure 3-8
Genesys Configuration Manager - ACD Position Properties
3. Click Cancel to close the window. 4. Double-click on an extension.
A window appears, displaying the extension properties, including the associated ACD position.
Figure 3-9 Genesys Configuration Manager - Extension Properties
5. Click Cancel to close the window.
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Aspect Agent Configuration

Agent logins must be defined for the Aspect switch.
To check the agent configurations: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Aspect Switch > Agent Logins.
A list of the configured agent logins appears in the right-hand pane.

Figure 3-10 Genesys Configuration Manager - Aspect
2. Verify that all the monitored agents appear.
Cisco Unified Communications Manager Configuration

T-Server for Cisco Unified Communications Manager supports Shared Lines and Extension Mobility configurations. These configurations are described in this section. To check the Cisco Unified Communications Manager configuration, see page 64.
Shared Lines
The Cisco Unified Communications Manager configuration supports Shared Lines, which enables more than one agent to share one line. Incoming calls to Shared Lines arrive directly to the Shared Line DN. Configurations for Shared Line DNs are:
Using MAC address suffixes as a part of the DN number. Using user-friendly suffixes on multi-line IP phones with a unique DN on a second line.
Both configurations can be implemented simultaneously at the same site.
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Extension Mobility
T-Server for Cisco Unified Communications Manager supports Ciscos Extension Mobility (EM), which enables dynamically assigning an EM profile number to a different telephone set. DNs with an assigned EM profile number do not appear differently in the Genesys Configuration Manager. To view configured devices, see the procedure below.
To check the configured devices: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Cisco Switch > DNs.
A list of the configured devices appears in the right-hand pane.

Figure 3-11 Genesys Configuration Manager - Cisco Unified Communications Manager
Shared lines with MAC address
2. Verify that all the monitored DNs appear.
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Testing the Genesys Configuration

You can test the configuration as follows:
Checking the Genesys T-Server Status and Configuration Testing the Device Configuration
Checking the Genesys T-Server Status and Configuration

The Genesys Solution Control Interface (SCI) is used to start up, shut down and monitor the Genesys T-Server. You can use the SCI to check the T-Server logs and troubleshoot.
To test the Genesys T-Server link configuration: 1. In the Genesys Solution Control Interface, expand the tree and select the required Genesys
T-Server. The following window appears.

Figure 3-12 Genesys Solution Control Interface
2. Check the following key information:
Status: Whether the T-Server is started or stopped. Mode: Whether the T-Server is operating as the primary or backup server. Host: Name or IP address of the T-Server. For the primary and standby T-Server, you
define this value when you create a new CTI Interface (see Figure 3-9 on page 58).
Port: The T-Server port ID. This information is used in the windows described above. Backup Server: The standby server, if specified.
Testing the Device Configuration

The Genesys ActiveX Desktop Toolkit StarterApp enables you to connect to the Genesys T-Server and monitor extensions, perform agent login, get business data, initiate and answer calls, and so on. This StarterApp toolkit is located on the Genesys installation DVD.
To test a device: 1. Launch the Starter Application and select the Settings icon. 2. In the Connection tab, enter the T-Server Host and Port, and then click Connect.
Figure 3-13 Settings Window - Connection Tab
3. Select the DN tab.

Figure 3-14 Settings Window - DN Tab
4. Enter the Directory Number and Type, click Register and OK.
The DN is registered.
5. Open the Event Log.
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Figure 3-15
Event Log
6. Enter the extension number and click Dial.
Genesys StarterApp dials the designated number, and events are generated.
Figure 3-16 Genesys StarterApp
7. Expand the branches in the Event Log (Figure 3-15) to view the generated events.
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Enabling RTP Events in Cisco and Genesys SIP Configurations

(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 CUCM 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 Perform when configuring the RTP-Password parameter in the Genesys interface.
To enable RTP events: 1. In the Genesys Configuration Manager, expand the Configuration > Environment > Applications branch.
Figure 3-17 Environment Branch
2. In the right pane, double-click the relevant T-Server.

Figure 3-18
T-Server List
Double-click the relevant T-Server
The T-Server Properties window appears.

Figure 3-19 T-Server Properties Window
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3. Click the Options tab, and select TServer.

Figure 3-20 T-Server Properties Window - Options Tab
The TServer options appear.

Figure 3-21 T-Server Properties Window - Options Tab
4. Double-click rtp-info-password.
The Edit Option window appears.
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Figure 3-22
Edit Option Window
5. In the Option Value field, enter the rtp-info-password. 6. Click OK, and then click OK again to close the TServer Properties window.
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4
Configuring CTI Integrations for Genesys T-Server
This chapter describes the procedures for integrating Genesys T-Server with NICE Perform Release 3.2.
IMPORTANT You must install and configure Genesys T-Server before you configure the NICE Perform integration with it. See Genesys Switch Configuration on page 53.
Contents
Before you Begin ............................................................................................................ 74 SNMP Service Installation.......................................................................................... 74 Configuring a New CTI Connection .............................................................................. 74 Additional Configurations..............................................................................................88 Defining Business Data Fields ................................................................................... 88 Configuring Rejected Devices or Trunks.................................................................... 89 Activating the Rejected Devices Real-time Plugin............................................... 93 Mapping NEQT Numbers to Trunk Groups (Alcatel Only) ......................................... 94 Verifying the CTI Integration.......................................................................................... 96 Configuring Individual Components............................................................................. 97
Chapter 4: Configuring CTI Integrations for Genesys T-Server NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
73
Before you Begin
Before you Begin

Before you begin, ensure that the Genesys T-Server is installed and configured by a Genesys technician using the Configuration Management Environment (CME) or configuration files:
Configuration Management Environment (CME). The CME is an interface application that maintains the configuration of the Genesys suite. The following configuration parameters should be obtained from the CME or the configuration files:
IP address and port of the T-Server IP address and port of the warm or hot standby T-Server (if operating with redundancy) (Cisco Unified Communications Manager and Genesys SIP Server configurations) rtp-info-password parameter from the T-Server Properties window. See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68. Monitored devices User data (business data)
IMPORTANT The information listed above should be retrieved by the Genesys site engineer.
Ensure that the site has sufficient number of Genesys T-Server licenses. See Checking Genesys T-Server Licenses on page 55.
SNMP Service Installation

Before installing the integration software make sure that the SNMP Service is installed on your computer.
NOTE: All system components must also be associated with each other appropriately.
Configuring a New CTI Connection

NOTE: It is important that the Genesys site engineer is present during the installation.
The CTI Connection defines the actual CTI Server with which the system integrates. For every CTI Interface, a telephony switch is configured. This is the physical server on which the CTI Interface is installed. More than one interface may be installed on the same telephony switch, it is therefore important when configuring the CTI Interface that the correct telephony switch is defined.
74
The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is not suitable because of site considerations or other factors, configure the CTI Interface, the Connection Manager, and the Driver separately, as described in Configuring Individual Components on page 97. The CTI Connection wizard enables you to define the CTI Interface, the Connection Manager, and the Driver. Follow the procedure below.
IMPORTANT Before you begin, verify that the CLS is configured in the System Administrator.
To configure the CTI Connection: 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.
Figure 4-1 Technician Mode
2. In the Organization tree, select CTI Integrations.

Figure 4-2 CTI Integrations Selected
3. In the Details Pane, click -or-
From the Actions menu, select New CTI Connection.

Figure 4-3 Action Menu
The Set New CTI Connection Wizard starts.

Chapter 4: Configuring CTI Integrations for Genesys T-Server NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 75
Figure 4-4
Set New CTI Connection Wizard - Introduction
Progress bar through the Wizard
4. Click Next.
The CLS and Telephony Switch definitions window appears.

Figure 4-5 CLS and Telephony Switch Definitions Window
5. Click the Attach CTI to CLS drop-down list, and select the relevant CLS Server.
Chapter 4: Configuring CTI Integrations for Genesys T-Server NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 76
6. Click the Telephony Switch Type drop-down list, and select the telephony switch type at the site. In the example below, Ericsson is selected.
Figure 4-6 CLS and Telephony Switch Definitions Window - Selecting Ericsson
The telephony switch name appears in the Switch Name field.

IMPORTANT When working in multiple driver systems, each driver has to have its own physical switch ID number.
Continue as follows:

7.1.
To define a new telephony switch, see Step 7 on page 77. To select an existing switch, see Step 8 on page 78. Make sure that Define new telephony switch is selected.
Select Define New Telephony Switch
7. To define a new telephony switch, do the following:
7.2.
In the CLS Reporting Type drop-down list, select CTI or CDR, depending on which reporting type is supported by the switch.
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7.3.
(Optional) To disable advanced CLS Reporting options, click Advanced.
In the Agent Logon Mode area, clear the checkboxes to disable the following logon options:
To the same station again - allows agents to log in to the same workstation
more than once.

To more than one station - allows agents to log in to more than one
workstation.
To a station another agent is logged into - allows more than one agent to
log in to one workstation.

NOTE: It is recommended that you leave all three Agent Logon modes selected.
Continue with Step 9 on page 79. 8. To use an existing telephony switch, do the following:
7.4. 8.1.
Select Use existing Telephony Switch. A drop-down list of existing telephony switches appears. Click the drop-down list and select the relevant telephony switch.
CLS and Telephony Switch Definitions Window
8.2.
Figure 4-7
Select Use existing Telephony Switch
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Continue with Step 9 on page 79. 9. Click Next.

8.3.
The CTI Interface type window appears.

Figure 4-8 CTI Interface Type Window
In the Telephony Switch and CTI Interface Type area, make sure that Genesys is selected.
10. Click Next.
The CTI Interface information window appears.
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Figure 4-9
CTI Interface Information Window
In the Interface Connection Details area, all mandatory parameters appear in bold.
11. Enter the mandatory parameters described in Table 4-1 below by completing the following: 11.1.
In the Parameter column, double-click the parameter. The Switch Connection Parameter window appears.
Figure 4-10 Switch Connection Parameter window
11.2.
Enter or select the correct value, and click OK.
Table 4-1: Mandatory Parameters for Genesys T-Server Parameter SwitchAddress PortID Description Genesys T-Server IP address Genesys T-Server IP port ID
12. (Redundancy only) To configure the redundant Genesys T-Server, complete the following:
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12.1.
Clear the Show only required parameters checkbox. The UseRedundancyMechanism parameter appears.
Figure 4-11 Required Redundancy Parameters
Clear this checkbox
12.2.
Double-click UseRedundancyMechanism and select Yes from the Value drop-down list. The parameters to configure the secondary IP address and port appear.
Figure 4-12 Required Redundancy Parameters
Required Redundancy Parameters
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12.3.
Repeat Step 11 on page 80 for the secondary IP address and secondary port. (Cisco Unified Communications Manager and Genesys SIP Server configurations)
13.1.1. 13.1.2. 13.1.3. 13.1.4.
13. Do one of the following: 13.1.
Expand Additional Interface Parameters. Clear the Show only required parameters checkbox. Additional interface parameters appear. Double-click RTP-Password. The Set Parameter Value window appears. In the Value field, enter the value of the rtp-info-password parameter obtained from the Genesys T-Server. (See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68.)
13.2.
(Active Alcatel environments where agents are defined only in Genesys and not in Alcatel) 13.2.1. 13.2.2. 13.2.3. 13.2.4.
Expand Additional Interface Parameters. Clear the Show only required parameters checkbox. Additional interface parameters appear. Double-click AlcatelReportAgent. The Set Parameter Value window appears. In the Value field, enter No, and click OK.
13.3.
(All other integrations) Leave the default settings for the Additional Interface Parameters.
14. Click Next.
The Available Devices window appears.
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Figure 4-13
Available Devices Window
83
15. (Cisco Unified Communications Manager only) In the Import from area, click Switch and enter the relevant information regarding the AXL server. Click Import.
Figure 4-14 Available Devices Window - Cisco Unified Communications Manager
Fill in the relevant information and then click Import
16. Click Next.
The Optional Features window appears.
84
Figure 4-15
Optional Features Window
17. Continue as follows:
If you require none of the above options, continue with Step 18 on page 85. To define Business Data, select Business Data Fields Definition and continue with Defining Business Data Fields on page 88. If you require rejected devices or trunks, select Rejected Devices and continue with Configuring Rejected Devices or Trunks on page 89. If the telephony switch is Alcatel, select Trunk Group and continue with Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 94.
If you require Call Flow Analysis, select Call Flow Analysis. The Call Flow Analysis is automatically defined. Continue with Step 18 on page 85. 18. Click Next.
85
The Select a Connection Manager window appears.

Figure 4-16 Select a Connection Manager
Ports in Use
IMPORTANT If no Connection Manager currently exists in your site, this window does not appear.
To create a new Connection Manager, complete the following:
Select Create a new Connection Manager. From the Port drop-down list, select an available port that is not listed in the Ports in Use area.
To select an available Connection Manager, complete the following:

19. Click Next.
Select Select available Connection Manager. From the Port in use area, select the appropriate port.
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The Summary window appears.

Figure 4-17 Summary Window
20. Click Finish.
The new CTI Connection appears on the CTI Integrations - Summary tab.
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Additional Configurations
This section describes the following topics:
Defining Business Data Fields Configuring Rejected Devices or Trunks on page 89 Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 94 Defining Media Correlation on page 238 Defining Field Mapping on page 244
Additional configurations for customizing the CTI connections are:
Defining Business Data Fields

Business Data fields are dynamic, depending on the Genesys T-Server configuration. Ask the Genesys site engineer for more information regarding the specific Business Data that you can configure.
To define Business Data for Genesys T-Server: 1. Expand the Business Data Fields Definition area.
Figure 4-18 Business Data Fields Definition
2. Click Add.
The Add window appears.
88
Figure 4-19
Business Data Field Window - Add
3. Using the information provided by the Genesys site engineer, complete the following: 3.1. 3.2.
In the Name field, enter the parameter name. In the Type field, select one of the following:

3.3.
String Integer Binary
Click OK. The Business Data field appears in the list.
Configuring Rejected Devices or Trunks

When you have two parallel CTI integrations, such as a simple integration and a Dialer integration, you need to make sure that only the relevant devices or trunks are monitored for each integration. You can reject (filter out) the devices or trunks that are monitored in one integration so that they will not be monitored in the other integration.
IMPORTANT Activation of this Real-Time plugin only takes place after you select it in the Driver configuration, see Activating the Rejected Devices Real-time Plugin on page 93.
To configure Rejected Devices or Trunks: 1. In the Rejected Devices area, add the devices and trunks you need to filter from the
integration.
For rejected devices, enter the rejected device ID. For rejected trunks, enter the rejected trunks using the following formula:
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T/Trunk group number/#/Time slot

EXAMPLE:
To reject all trunks in Trunk Group 5, enter - T5#* To reject all trunks, enter - T*#* To reject trunk numbers 3 to 6 in trunk group 7, enter - T7#3, T7#4, T7#5 and T7#6
2. Continue with the relevant procedure:
To add rejected devices/trunks, select the relevant procedure:
To add a single rejected device/trunk, continue with Step 3 on page 90. To add a range of rejected devices/trunks, continue with Step 4 on page 91. To import a file of rejected devices/trunks, continue with Step 5 on page 91.
To search for a rejected device/trunk, continue with Step 6 on page 92. To delete rejected devices/trunks, continue with Step 7 on page 92.
Connection Manager Switches Configuration Window
Figure 4-20
3. To add a rejected device/trunk, click Add. The Add Rejected Device window appears.
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Figure 4-21
Add Rejected Device Window
In the Device field, enter the device number and click OK.
Add Range of Rejected Devices Window
4. To add a range of rejected devices, click Add Range. The Rejected Devices window appears.
Figure 4-22
Complete the information and click OK.

NOTE: You cannot add a range of rejected trunks using this method. You can, however, import a file with a list of rejected trunks.
5. To import a file of rejected devices/trunks, click Import.
The Import Rejected Devices List window appears.

Figure 4-23 Import Rejected Devices List Window
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Complete the information and click OK.

NOTE: Use this method to import a file of rejected trunks.
The rejected devices appear in the Devices list.

6. To search for a rejected device/trunk, click
The Search For Device window appears.

Figure 4-24 Search For Device Window
6.1. 6.2.
In the Device field, enter the device ID or trunk information. Click OK. .
7. To delete devices or trunks, select the devices or trunks that you want to delete and click NOTE: The devices and trunks are deleted with no warning message.
All rejected trunks and devices appear in the Devices list.

Figure 4-25 Rejected Devices
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8. If you are configuring the New CTI Connection wizard, continue with Step 18 on page 85. 9. After you have configured the New CTI Connection wizard, continue with Activating the
Rejected Devices Real-time Plugin on page 93.
Activating the Rejected Devices Real-time Plugin

Activation of this Rejected Devices Real-Time Plugin only takes place after you select it in the Driver configuration. Follow the procedure below.
To define rejected devices and trunks: 1. In the Organization tree, select CTI Integrations > Drivers > the relevant driver associated
with the Genesys T-Server. The selected driver definitions appears.

Figure 4-26 Driver General Information Window
2. Click the Interfaces tab.

Figure 4-27 Attach Driver Interfaces Window
Select the relevant CTI Interface
3. Select the relevant CTI Interface and click
.
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4. Expand Driver Real-time Plugins.

Figure 4-28 Driver Real-Time Plugins Area
Select Rejected Devices
5. Select Rejected Devices. 6. Click OK.
Mapping NEQT Numbers to Trunk Groups (Alcatel Only)

In the Alcatel integration, trunk information is reported in paired numbers, each comprised of the NEQT number and timeslot. To enable NICE Perform to receive complete CTI information, you must define the NEQT number and map it to a trunk group. The NEQT number is reported by the CTI Interface, and will be used by the RCM (Resource Call Manager) to map the call's audio.
TIP: You create the trunk group in System Administrator under Master Site > CLS Definitions > Channel Mapping. For information about this, see the Channel Mapping Guide. To map NEQT numbers to trunk groups: 1. Expand the Trunk Groups Definition Neqt area.
94
Figure 4-29
Trunk Groups Definition NEQT
2. Click Add.
The Trunk Group - Add window appears.

Figure 4-30 Trunk Group - Add Window
2.1.
In the Neqt number, Number of neqt to add, and Trunk Group fields, enter the values. You obtain these values from the Alcatel-Lucent switch. For more information, see the Integration with Alcatel-Lucent guide. Click OK.
2.2.
3. Click Next to continue to selecting a Connection Manager. See Figure 4-16 on page 86.
95
Verifying the CTI Integration
Verifying the CTI Integration

This procedure describes how to verify that all the relevant system components have been attached.
To verify that all system components have been attached: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations and select CTI Integrations. 2. Click the Diagram tab.
A diagram of the Avaya PC integration appears.

Figure 4-31 CTI Integrations Diagram
NOTE: This diagram only displays the connection layout. IT DOES NOT notify you if the connection between the different components is established or not!
96
Configuring Individual Components

The recommended CTI Integration workflow configures the complete CTI connection using the New CTI Connection wizard (see Configuring a New CTI Connection on page 74). If this wizard is not suitable due to site considerations or other factors, you must configure each component individually. The table below (Table 4-2: Individual CTI Components) provides you with the relevant path for each individual components wizard, in the System Administrator application.
IMPORTANT Make sure that you have the required prerequisite information for each wizard before you begin. See the table below for this information.
Table 4-2: Individual CTI Components Wizard CTI Interface Required Information Path Select CTI Integrations > CTI Interfaces. Then, from the Actions menu, select New CTI Interface.
IP Address and port of the T-Server IP address and port of the warm or hot standby T-Server, if redundancy is used Monitored devices Recording Method The name of the Connection Manager Default port number - 62094 The IP address or Host Name where the Connection Manager is installed Reporting levels for all messages, if different from the defaults If any Connection Manager parameters need to be defined, their names and values The CTI Interfaces that are connected to the Connection Manager and any parameters and their values that might need to be customized.

Connection Manager
Select CTI Integrations > Connection Managers. Then, from the Actions menu, select New Connection Manager.
97
Table 4-2: Individual CTI Components (Continued) Wizard Driver Required Information Path Select CTI Integrations > Drivers. Then, from the Actions menu, select New Driver.
The name of the driver The IP address or Host Name where the driver is installed The NICE Interactions Center servers connected to the driver Reporting levels for all messages, if different from the defaults If any driver parameters need to be defined, their names and values The CTI Interface that will be connected to the driver
For detailed information, see the System Administrators Guide.
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5
Configuring Channel Mapping for Genesys
This chapter describes the procedures required to configure the channel mapping. Select the relevant channel-mapping method according to your required recording type.
Contents
Overview for Channel Mapping ...................................................................................100 Extension-Side Recording ...........................................................................................101 Configuring Channels Definition...............................................................................101 Configuring Sources Definition.................................................................................102 Configuring Static Mapping ......................................................................................103 Trunk-Side Recording ..................................................................................................104 Configuring Channels Definition...............................................................................104 Configuring Sources Definition.................................................................................105 Configuring Static Mapping ......................................................................................106 Passive VoIP Devices ...................................................................................................107 Configuring Sources Definitions...............................................................................109 Configuring Static Mapping ...................................................................................... 110 Configuring Dynamic Mapping ................................................................................. 110 Active VoIP Devices...................................................................................................... 112 Configuring Channels Definition............................................................................... 112 Configuring Sources Definition................................................................................. 113 Configuring Static Mapping ...................................................................................... 115 Configuring Dynamic Mapping ................................................................................. 115
Chapter 5: Configuring Channel Mapping for Genesys NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
99
Overview for Channel Mapping
Overview for Channel Mapping

This chapter describes the procedures required to configure the channel mapping:
Channels Definition Sources Definition Static Mapping Dynamic Mapping
To define channel mapping: 1. Define Logger Channels
All Audio Loggers must be defined in the Channels Definition branch of the Channel Mapping definition. When defining the Loggers channels, the definitions you make in the System Administrator must be identical to the configuration of the Logger! Determine the information below about the Logger before proceeding! The Logger types are the available channels in time slots from the trunks that are to be recorded. Logger types are listed in the System Administrator Guide.
2. Define Sources
Sources are two device data types, or workstation data definition to be recorded on the Logger. Each Source must be defined in the Sources Definition branch of the Channel Mapping definition.
3. Map Channels to Sources
Depending on the types of channels and sources, this is done using either Static or Dynamic mapping.
4. Update the CLS
The CLS must be updated with the new definitions. System Administrator Guide.
100
Extension-Side Recording
When the source of the recording is extension-side, follow the below procedures. See the Channel Mapping Guide for detailed procedures.
Configuring Channels Definition

To configure Channels Definition: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition.
Figure 5-1 Channels Definition Branch
2. In the Channels Definition section, click the relevant logger. 3. In the Update Channel Details window, define the Channels.
Figure 5-2 Update Channel Details Window
Select Plain (Total) or Time Selective (Interaction-based)
3.1.
From the Recording Type drop-down list, select the relevant recording type:

3.2.
Plain (Total Recording) Time Selective (Interaction-based Recording)
From the Summation Support drop-down list, select the relevant settings:
If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes.
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If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.)
3.3.
(Optional) If your site requires Inserter Support, in the Inserter Support drop-down list, select Yes.
NOTE: Inserter Support is only applicable for Plain (Total-Recording) channels.
4. Click
to save all changes.

until you have completed all
NOTE: Do not click the update configuration button the channel mapping procedures.
5. Proceed to configure source definitions, see Configuring Sources Definition on page 102.
Configuring Sources Definition

To configure Sources Definition: 1. In the Organization tree, expand the Sources Definition branch. 2. Define the Sources, either using the Wizard
Figure 5-3 Source Type Selection Window
or manually
Select Extension
3. Click

4. Proceed to configure source definitions, see Configuring Static Mapping on page 103.
102
Configuring Static Mapping

To configure Static Mapping: 1. In the Organization tree, expand the Static Mapping branch. 2. Define Static Channel Mapping. Follow the standard Static Mapping procedures. NOTE: Extensions cannot be mapped using Dynamic Mapping. 3. After defining the channels and attaching the sources, click Save. 4. Click the
Figure 5-4
button. This updates the CLS Server with the new mapping definitions.
Update Configuration
Update Configuration button
Save button
103
Trunk-Side Recording
When the source of the recording is trunk-side, following the below procedures. See the Channel Mapping Guide for detailed procedures.

Figure 5-6 Update Channel Details Window
Select Plain (Total Recording) or Time Selective (Interaction-based Recording) or Digital Matrix
3.1.
From the Recording Type drop-down list, select the relevant recording type:

3.2.
Plain (Total Recording) Time Selective (Interaction-based Recording) Digital Matrix
From the Summation Support drop-down list, select the relevant settings:
If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes.
Chapter 5: Configuring Channel Mapping for Genesys
104
If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.)
3.3.
NOTE: Inserter Support is only applicable for Plain (Total Recording) channels.
4. Click


To configure Sources Definition: 1. In the Organization tree, expand the Sources Definition branch. 2. Define the Sources (the trunks) either using the Wizard
or manually
Select Trunk
3. Click

4. Proceed to configure source definitions, see Configuring Static Mapping on page 106.
105

NOTE: Plain (Total Recording) or Time Selective (Interaction-based Recording) recording channels cannot be mapped using Dynamic Channel mapping.
To configure Static Mapping: 1. In the Organization tree, expand the Static Mapping branch. 2. Define Static Channel Mapping. Follow the standard Static Mapping procedures. 3. After defining the channels and attaching the sources, click Save. 4. Click the
Figure 5-8
Save button
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Passive VoIP Devices

There are two types of Passive VoIP Device recording channels:
Total Recording (Plain)- uses Static Mapping Selective Recording (Interaction-based) - uses either Static Mapping or Dynamic Mapping NOTE: When both Total Recording and Interaction-based Recording are required, you can configure them at the same time.
Total-Recording Workflow Selective (Interaction-based) Recording Workflow
Channels Definition
Channels Definition
Sources Definition
Sources Definition
OR Static Mapping Static Mapping Dynamic Mapping
To record Passive VoIP Devices, follow the below procedures. See the Channel Mapping Guide for detailed procedures.

To define channels definition: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition.
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Figure 5-10
Update Channel Details Window
Select Passive VoIP
3.1. 3.2.
From the Recording Type drop-down list, select Passive VoIP. For Total Recording:

3.3.
In the Number of Total Passive VoIP Channels field, enter the relevant number of channels. In the Number of Selective Passive VoIP Channels field, enter 0. In the Number of Total Passive VoIP Channels field, enter 0. In the Number of Selective (Interaction-based) Passive VoIP Channels field, enter the relevant number of channels. If the source needs to be summed, select No. If the logger was set to record Rx and Tx, select Yes.
For Selective Recording:

3.4.
Speaker Separation Support depends on the Logger configuration:

3.5.
4. Click

5. Proceed to configure source definitions, see Configuring Sources Definitions on page 109.
108
Configuring Sources Definitions

To configure Sources Definition: 1. In the Organization tree, expand the Sources Definition branch. 2. Define the Sources in one of the following ways: 2.1.
Import source definitions directly from the Integrations (Switches):

2.1.1. 2.1.2.
Expand the relevant Sources attached to physical Switch. Click and run the Import from Integrations wizard.
Figure 5-11 Update Channel Details Window - Import from Integrations
Import from Integrations
-or2.2.
Define sources that are attached to a physical switch using either the Wizard manually .
or
NOTE: You enter a static or dynamic IP address for each device.

3. Click

109
4. Proceed to configure static mapping, Configuring Static Mapping on page 110, or dynamic
mapping, Configuring Dynamic Mapping on page 110.

NOTE: Total-Recording must be mapped using Static Mapping.
Figure 5-13
Save button
Configuring Dynamic Mapping

NOTE: Interaction-based recording can be mapped either by Static Mapping or Dynamic Mapping.
To configure Dynamic Mapping: 1. In the Organization tree, expand the Dynamic Mapping branch. 2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures. 3. After defining the channels and attaching the sources, click Save. 4. Click the
110
Figure 5-14
Save button
111
Active VoIP Devices
Active VoIP Devices

There are three types of Active VoIP Device recording channels:
Total Recording by Device Selective by Device Selective by Call NOTE: When both Total Recording and Interaction-based Recording are required, you can configure them at the same time.
Total-Recording By Device Workflow

Channels Definition
Selective By Call Workflow

Channels Definition
Selective By Device Workflow

Channels Definition
Sources Definition
Sources Definition
Sources Definition
OR Static Mapping Dynamic Mapping Static Mapping Dynamic Mapping
To record Active VoIP Devices, following the below procedures. See the Channel Mapping Guide for detailed procedures.

112
Active VoIP Devices
Figure 5-16
Update Channel Details Window
Select Active VoIP
3.1. 3.2. 3.3. 3.4. 3.5.
From the Recording Type drop-down list, select Active VoIP. In the Number of Total Active VoIP Channels by Device field, enter the relevant number of channels. In the Number of Selective Active VoIP Channels by Call field, enter the relevant number of channels. In the Number of Selective Active VoIP Channels by Device field, enter the relevant number of channels.
Speaker Separation Support depends on the Logger configuration:

3.6.
If the source needs to be summed, select No. If the logger was set to record Rx and Tx, select Yes.
4. Click


To configure Sources Definition: 1. In the Organization tree, click the Sources Definition branch. 2. Define the Sources in one of the following ways:
Chapter 5: Configuring Channel Mapping for Genesys NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 113
Active VoIP Devices
2.1.
Import source definitions directly from the Integrations (Switches):

2.1.1. 2.1.2.
Expand the relevant Sources attached to physical Switch. Run the Import from Integrations wizard.
Figure 5-17 Update Channel Details Window - Wizard
Import from Integrations
-or2.2.
Create source definitions either using the Wizard

or manually
Select Active VoIP
3. Click

4. Proceed to configure static mapping, Configuring Static Mapping on page 115, or dynamic
mapping, Configuring Dynamic Mapping on page 115.
114
Active VoIP Devices

NOTE:
Total by Device recording channels cannot be mapped using Dynamic Channel Mapping and must be mapped by Static Mapping. Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or by Dynamic Mapping. For Dynamic Mapping, see Configuring Dynamic Mapping on page 115.
Figure 5-19
Save button
Configuring Dynamic Mapping

NOTE:
Selective (Interaction-based) by Call recording channels cannot be mapped using Static Channel Mapping and must be mapped by Dynamic Mapping. Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or Dynamic Mapping. For Static Mapping, see Configuring Static Mapping on page 115.
To configure Dynamic Mapping: 1. In the Organization tree, expand the Dynamic Mapping branch. 2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures. 3. After defining the channels and attaching the sources, click Save.
115
Active VoIP Devices
4. Click the
Figure 5-20
Save button
116
6
Configuring Business Data - Additional CTI Data Fields
You can customize your sites database by including additional CTI data fields that are available from your switch but are not automatically included in the nice_interactions database. These additional CTI data fields are referred to as Business Data in NICE Perform.
Contents
Overview........................................................................................................................ 118 Mapping Business Data ............................................................................................... 119 Indexing Reserved Columns and Business Data Fields...........................................131
6: Configuring Business Data - Additional CTI Data Fields NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
117
Overview
Overview
To define Business Data from the additional CTI Data fields, you will need to know the exact parameter names of each business data field, as well as their type and actual size. See Chapter One Introduction - Business Data (Additional CTI Fields) for details. Each business data field from the CTI Server requires a specific amount of storage space. The business data fields are passed through the Optional fields to the nice_interactions database. NICE Perform has a set number of Optional fields, each with its own fixed size.
IMPORTANT When calculating the size required for Business Data fields, remember that one character in the business data field requires one byte of space in the database except for systems using Unicode. In systems using Unicode, one character in the business data field requires two bytes of space in the database.
Before you create and map the business data fields, verify that the available Optional fields are equal to or larger than the actual business data field size detailed in Chapter One Introduction Business Data (Additional CTI Fields).
NOTE: If the Reserved Column or Optional ID field size are smaller than the actual business data field, data will be truncated!
If one or more of the Business data fields are frequently queried, you can increase the query speed by adding an index to the column. See Indexing Reserved Columns and Business Data Fields on page 131. After configuring business data, the business data values can be displayed in the Business Analyzer. Each business data field will be represented by one column in the Business Analyzer. To view this column, the user must choose it from the Preferences window.
118
Mapping Business Data

When mapping Business Data, you perform the following procedures in the order they appear:
1. Verifying Required Business Data Field Sizes and Keeping a Record on page 120 2. Verifying Available Optional ID Fields on page 121 3. Choosing the Optional ID Fields on page 122 4. Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes
on page 124
5. Creating a Reserved Column on page 126 6. Mapping the Reserved Column to the Optional ID Field on page 129.
119
Verifying Required Business Data Field Sizes and Keeping a Record

Before you configure Business Data fields, it is vital that you verify the required Business Data field sizes for your site. This information is provided in Chapter One Introduction - Business Data (Additional CTI Fields), which lists the exact Business Data field names, their actual maximum sizes, their types, and usually a Minimum value to be entered in the Size field in the Business Data window.
WARNING Business Data fields cannot be modified or deleted from the nice_interactions database once they have been configured and you can only configure a specific name once.
Example: For the XYZ Integration, there are three business data fields that you want to map. For this scenario, write down the relevant information that you need to map Queue.
Minimum Size Needed for Actual/ Mapping. Write down the Maximum Defined in New Optional ID Size of Data Business Data Numbers here (bytes) Window (bytes)
Exact Name of Business Data Field on CTI Server
Description
Alias Name (Business Analyzer column)
Type
Queue
ACD (Hunt)
Queue
Text
50
80
See Choosing the Optional ID Fields on page 122.
NumInQueue CustomerNumb er
Text Number
11 4
To verify Business Data for your site and to keep a record: 1. Use the table in Chapter One Introduction - Business Data (Additional CTI Fields) to extract
the relevant Business Data field information for your site.

2. Write down the exact business data field names, their types, and the actual/maximum size
information of the relevant Business Data fields.

3. Continue with Verifying Available Optional ID Fields.
120
Verifying Available Optional ID Fields

Before you map your Business Data, it is important to verify which Optional ID fields are already in use, as there is a limited number of Optional IDs available of each size. Optional ID fields cannot be used more than once. Example: In our scenario, you check which Optional IDs are already mapped. The CLS Business Data window shows that the CallType business data field was already mapped to its Optional ID field. Write down that Optional ID number 8 is already in use.
Figure 6-1 Business Data - Optional ID Fields in Use
Verify which Optional ID fields are in use. Here, only Optional ID field 8 is in use.
To verify available Optional ID fields: 1. Verify that you are in Technician Mode. 2. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > CLS Servers and select your NICE Interactions Center (CLS Server). 3. Click the Business Data tab. In the CLS Business Data area, a list of all defined business
data fields appears. See Figure 6-1 on page 121. In the Size column, the sizes of the business data fields that were already defined in the Reserved Column in the nice_interactions database appear. In the Optional column, the Optional ID field numbers already assigned appear. All business data fields that have not had an Optional ID assigned appear with N/A in this column.
4. Verify which Optional ID fields are in use and which are available. Write down the Optional
ID fields that are already in use, because Optional ID numbers cannot be used more than once.
5. Continue with Choosing the Optional ID Fields on page 122.
121
Choosing the Optional ID Fields

When choosing Optional ID fields, you can select any Optional ID field number that is not already in use, provided it is the correct size. If the Minimum Size column does not appear in the table in Chapter One Introduction - Business Data (Additional CTI Fields), follow the procedure here carefully in calculating the minimum size for your business data field.
IMPORTANT When calculating the size required for Business Data fields, remember that one character in the business data field requires one byte of space in the database except for systems using Unicode. In systems using Unicode, one character in the business data field requires two bytes of space in the database.
There are 32 Optional ID fields available.

Table 6-1: Optional ID Fields Optional ID Field Numbers 3, 4, 9, 10, 11, 12 1, 2, 13, 14, 15, 16 7, 8 5, 6, 17, 18, 19, 20, 21, 22 23, 24, 25, 26, 27, 28, 29, 30 31, 32 Actual Size (bytes) in Optional ID Field Int 231 20 30 40 80 120 Minimum Size (bytes) in Size Field in New Business Data Window N/A 20 30 40 80 120
Type
Number Text Text Text Text Text
Example: In our scenario, you verified the following information regarding Queue: Queue has an Actual/
Maximum Size of 50 bytes and its Type of Business Data field is Text.
Queue requires an Optional ID field that is 80 bytes in size. Any of the Optional ID field numbers between 23 and 30 can be used. They are all unmapped. (Only Optional ID field 8 was previously mapped.) Write down Optional ID field number 23 in the relevant column in the row for Queue.
122
Mapping Business Data Minimum Size Needed for Actual/ Mapping. Maximum Defined in New Size of Data Business Data (bytes) Window (bytes)
Exact Name of Business Data Field on CTI Server
Description
Alias Name (Business Analyzer column)
Type
Write down the Optional ID Numbers here
Queue
ACD (Hunt)
Queue
Text
50
80
23
To choose the Optional ID fields: WARNING Set the Business Data fields to values greater than the actual data size (see the table in Chapter One Introduction - Business Data (Additional CTI Fields)) otherwise calls will be truncated! 1. For Text Business Data fields only: a.
In the table in Chapter One Introduction - Business Data (Additional CTI Fields), in the Actual Size column, review the maximum byte size for each Business Data field your site requires.
b. Then, using Table 6-1:Optional ID Fields on page 122, from the Minimum Size (bytes) in Size Field in New Business Data Window column, select a size that is equal to or
larger than the Business Datas required actual size. Business Data fields of Number Type do not require a Minimum Size.
2. For All Business Data fields: a.
In the Optional ID Field Numbers column, select any number that has not been mapped for the relevant Minimum Size. (You wrote down all numbers already mapped in Step 4 on page 121.) If you have more than two Business Data fields that require Optional ID fields of 120 bytes, see Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes on page 124.
b. Write down the selected Optional ID field number next to the relevant Business Data
field.
3. Continue with the relevant procedure:
If your integration requires more than two Optional ID fields of 120 bytes in size, see Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes on page 124 For all other Integrations, see Creating a Reserved Column on page 126.
123
Optional: Integrations Requiring More Than Two Optional ID Fields of 120 Bytes
Some integrations may require more than two fields with a minimum size of 120 bytes. However, as there are only two Optional ID fields of this size, this issue is resolved by calculating how many actual characters are needed for the Business Data fields on the PABX. Example: Our XYZ scenario also has three fields that require a minimum size of 120 bytes: CallerName, ConnectedName and CalledName. There are only two fields available of this size. The site is not running a Unicode system. Perform the following steps:
Count the exact number of characters required by each of these business data fields on the PABX. ConnectedName was found to require only 75 characters on the switch. The other two business data fields were found to require 100 characters each. In the Minimum Value column for CallerName and CalledName, highlight the size of 120 bytes. In the Minimum Value column for ConnectedName, cross out the size 120 bytes and write 80 bytes instead.
Alias Name (Business Analyzer column) Minimum Size Needed for Actual/ Write down Mapping. Maximum the Optional Defined in New Size of Data ID Numbers Business Data (bytes) here Window (bytes)
Exact Name of Business Data Field Description on CTI Server
Type
Queue NumInQueue CustomerNumber CallerName ConnectedName CalledName
ACD (Hunt)
Queue
Text Text Number
50 11 4 100 100 100
80
23
Caller Name
Text Text Text
120 120 80 120
Follow the procedure below.

To calculate the size required for Business Data fields: 1. If you have three or more Business Data fields that require a minimum size of 120 bytes in the Size field, count the number of characters that has been assigned to each of these business data
fields on the PABX. (Frequently, the required actual size is much larger than the size that the PABX really uses.)
124
When calculating the size that the PABX uses, use the following rules:
One character in a Business Data field is equivalent to one byte in the database. In a Unicode system, one character in a Business Data field is equivalent to two bytes in the database.
2. For the two business data fields that require the largest number of characters, circle their 120 byte size requirement in the Minimum Value column. 3. For the remaining business data fields on the PABX that do not exceed 80 bytes, write 80 in the Minimum Size column. WARNING You must ensure that the data sent to this Business Data field does not exceed 80 bytes as any data sent over this size will be truncated! 4. Continue with Creating a Reserved Column.
125
Creating a Reserved Column

For each business data field required by your site, create a Reserved Column in the nice_interactions database. Use the information that you prepared in the previous procedure, see Choosing the Optional ID Fields on page 122.
WARNING Set the business data fields to values greater than the actual data size (see Chapter One Introduction - Business Data (Additional CTI Fields)) otherwise calls will be truncated! After completing this step, you cannot change the allotted storage space for the data or delete the created business data field!
Example: In our XYZ scenario, in the New Business Data window, you define a Reserved Column with the
Column Name - Queue, the Alias Name - Queue, the Column Type - Text and the Size - 80.
The size 80 is greater than the actual required size of the data field. It matches in size the Optional ID field previously noted down.
Figure 6-2 New Business Data Window
To create a Reserved Column: 1. In the Organization tree, select Site > Database Servers. Then select the database server where the nice_interactions database is installed and click the Reserved tab.
The Reserved Column Details appear.
126
Figure 6-3
Reserved Column Details
Reserved Tab
Click Add
2. Click Add. The New Business Data window appears. See Figure 6-2 on page 126. 3. Complete the following information using the information in Chapter One Introduction -
Business Data (Additional CTI Fields):

Column Name
Enter the name of the new field. This must be identical to the Business Data field name on the CTI Server.
Alias Name
Enter a meaningful name as the Alias Name appears in other applications. For example, the name you enter in the Alias Name field appears in the Business Analyzer.
Column Type
Select the relevant format for the new field. Columns defined as DateTime cannot be used for business data.
Size
If you select Number as the Column Type, you do not need to specify a size. If you selected Text as the Column Type, specify a Size. Select 20, 30, 40, 80, or 120 according to the Optional field sizes that you already decided to use.
WARNING Set the business data fields to values greater than the actual data size (see Chapter One Introduction - Business Data (Additional CTI Fields)) otherwise calls will be truncated! After completing this step, you cannot change the allotted storage space for the data or delete the created business data field! 4. Click Create.
6: Configuring Business Data - Additional CTI Data Fields NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 127
The newly defined business data field is added to the nice_interactions database and appears in the Reserved Column Details area.
Figure 6-4
Reserved Column Details Area
New Reserved Column
5. Repeat steps 1 - 4 for each additional business data field that your site requires. 6. Continue with Mapping the Reserved Column to the Optional ID Field.
128
Mapping the Reserved Column to the Optional ID Field

After you have created the Reserved Column for the Business Data field, you now need to map it to an Optional ID field. You have already written down which Optional IDs you are going to use, see Choosing the Optional ID Fields on page 122. Example: In our XYZ scenario, navigate to the CLS Business Data area. You are now going to map Queue to its Optional ID field 23. Queue appears in the Column Name list with the Size 80. The Optional column appears as N/A. Double-click Queue. The Map Optional window appears. Use the Optional ID number that you noted down, and in the New Optional ID field, select 23.
Figure 6-5 Map Optional Window
To map the Reserved Column to the Optional ID field: 1. In the Organization tree, select CLS Definitions > CLS Servers > Interactions Center (CLS) Server Name. Then click the Business Data tab.
The CLS Business Data details appear. The additional business data fields that you created in the Reserved Columns appear in this list, see Creating a Reserved Column on page 126.
Figure 6-6 Business Data Tab
New business data field added in Reserved Column
2. Double-click a Column Name, or select it and click Edit
The Map Optional window appears. See Figure 6-5 on page 129.
This is where you map the Reserved Column to the Optional ID field.
IMPORTANT Ensure that you select the New Optional ID that you have already noted down and that is of the relevant size. All Optional IDs that are equal to or smaller than the Reserved Column size are displayed. Do NOT select a size that is smaller than the Reserved Column size! 3. In the New Optional ID field, select the number of the Optional ID field that you wrote down
and that is the correct size for your business data, see Choosing the Optional ID Fields on page 122.
4. Click OK. 5. Repeat steps 1 - 4 for each business data field that your site requires and for which you have already created a Reserved Column field, see Creating a Reserved Column on page 126. 6. Click Save
7. Restart the Nice Interactions Center Service and the Nice NBA Service. 8. If necessary, open the Users Administrator application and provide the relevant users with
permission to access the new data fields. See the Users Administrator Guide for details.
9. In the relevant applications, display/access data as necessary. For example, in the Business
Analyzer, use the Preferences window to display new fields.

10. If one or more of these business data field (Column) are frequently queried, you can increase
query speed by adding a index to the column, see Indexing Reserved Columns and Business Data Fields on page 131.
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Indexing Reserved Columns and Business Data Fields

NICE Perform includes all necessary indexes required for existing Reserved Columns. Business Data (Reserved Columns) that are queried frequently can be given index values to increase query speed. If you need to index a Business Data field that you have mapped, use the procedure below. You can index any Reserved Column (both those that you created manually and those provided by the system).
To index a reserved column: 1. In the Organization tree, select the Database Server on which the nice_interactions database is installed and click the Reserved tab.
Figure 6-7 Reserved Column Details Area
2. Click Indexes. The Index Wizard starts.
131
Figure 6-8
Index Wizard
3. Click New. The New Index area is enabled.

Figure 6-9 Index Wizard
4. In the Index Name field, enter a meaningful name for the Index. 5. In the Available Columns list, select the business data field/s that you want to attach for that
index.
Only select the business data fields that are queried frequently. The new Business Data index is created and appears in the Current Indexes area.
6. You can attach more than one business data field to the same Index, provided you select them
all at the same time. Indexes cannot be deleted.

Index with two business data fields attached to it
133
7. The order of the columns affects the efficiency of the index. In the Available Columns list, click Down and Up to prioritize the selected business data fields.
Click Up or Down to change the order of the Business data fields.
8. To save this index entry and create another one, click Save and repeat Steps 3-8. -or-
To save this index and close this window, click OK.

9. In the Database Details area, click Save
134
7
Installing the CTI Integration Software
You install the CTI Integration software after configuring the Genesys T-Server, as described in Configuring CTI Integrations for Genesys T-Server on page 73.
Contents
Installing the NICE CTI Integration Software..............................................................136 Maintaining the NICE CTI Integration Software .........................................................143 Modifying the NICE CTI Integration software ...........................................................143 Repairing NICE CTI Integration software .................................................................145 Removing NICE CTI Integration software ................................................................146 Upgrading the NICE CTI Integration software..........................................................148 Verifying the Version Number...................................................................................152
Chapter 7: Installing the CTI Integration Software NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
135
Installing the NICE CTI Integration Software

After configuring the Genesys switch, you install the CTI Integration software on the NICE Interactions Center.
NOTE:
Install the CTI Integration software only after configuring the Genesys switch. After completing the installation or upgrade, do not install Update Packs for the Interactions Center. See the Important note on page 142 for more details.
For a site with an existing CTI Integration software installed:
If you already have a version of the NICE CTI Integration software installed, you may perform any of the following procedures:
To add, modify, or remove the NICE CTI Integration software, see Maintaining the NICE CTI Integration Software on page 143. To upgrade the NICE CTI Integration software, see Upgrading the NICE CTI Integration software on page 148. To view the version number, see Verifying the Version Number on page 152.
IMPORTANT If this integration supports Windows Server 2008, follow the relevant Windows Server 2008 procedures below. See the Certified Servers Guide for Windows Server 2008 support information.
To install the CTI Integration software: 1. On machines running Windows Server 2008 only, verify that the User Account Control (UAC) is set to On and that the Security Option Settings are configured according to the
procedure in the Microsoft Windows Server 2008 Configuration Guide.

2. In the Interactions Center Server, insert the NICE Perform 3.2 Standard Software Package
DVD.
3. Navigate to \CTI Interactions Suite NP R3.2, and copy the Interactions Center Drivers 9.13.0.3 folder to your local hard drive. 4. From its location on your local hard drive, open the Interactions Center Drivers 9.13.0.3 folder, and do one of the following:
Windows Server 2003: Double-click Setup.exe. Windows Server 2008: Right-click the Setup.exe file, and select Run as
administrator.
The NICE Perform CTI Wizard starts.
136
Figure 7-1
NICE Perform - CTI Setup Wizard
The Welcome window to the CTI Integration setup appears.

Figure 7-2 NICE Perform CTI - InstallShield Welcome Window
5. Click Next.
The Choose Destination Location window appears.
137
Figure 7-3
Choose Destination Location Window
6. To change the default installation path, click Browse and select the required path. In the Choose Folder window, click OK. 7. Click Next. The Select Integrations window appears.
Figure 7-4 Select Integrations Window
Expand the integration
Select Genesys
8. Expand the relevant integration, and select Genesys. 9. Click Next.
The System Administrator Server Location window appears.
138
Figure 7-5
System Administrator Server Location Window
Type the System Administrator service location Port number 62070 appears by default.
The associated Port number (62070) appears by default. 10. In the Hostname/IP address field, enter the location of the System Administrator service. 11. Click Next. The Log On window appears.
Figure 7-6 Log On Window
Select the relevant option:
To configure for a network user account, (default setting) continue with Step 12 on page 139.
-or-
12.1.
To configure for a local system account, continue with Step 13 on page 140. In the This Account field, enter the domain\user.
Chapter 7: Installing the CTI Integration Software 139
12. For a network user account:
12.2. 12.3.
In the Password field, enter the password. Continue with Step 14.
Log On Window
13. For a Local System Account, select Local System Account. Continue with Step 14.
Figure 7-7
14. Click Next. The Start Copying Files window appears.

Figure 7-8 Start Copying Files Window
15. Click Install. The Setup Status window appears and the installation begins.
140
Figure 7-9
Setup Status Window
The InstallShield Wizard Complete window appears.

Figure 7-10 InstallShield Wizard Complete Window
16. Click Finish. The Integration package is installed. 17. (Avaya DMCC configuration only) To enable Single-Step Conference recording mode, the PassOriginalCallID must be changed to Yes. See the description of PassOriginalCallID
on page 268.
18. (Cisco Interaction-based Active recording only) In the switch driver interface, the PassOriginalCallID must be changed to Yes. See the description of PassOriginalCallID
on page 268.
19. (To use the non-supported T-Library SDK) You need to add the LoadLegacyCtiLink parameter to the interface and define it as Yes. For background information about the SDKs,
see Genesys Voice Platform SDK on page 42.

19.1.
Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.
19.2. 19.3. 19.4. 19.5. 19.6. 19.7. 19.8. 19.9.
Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration. The Driver General Information area appears. Click the Interfaces tab, and select the relevant CTI interface. Click Configure. The Driver - Interface Configuration window appears (Figure A-14 on page 267). Click Add. The Add New window appears. In the Name field, enter LoadLegacyCtiLink. This value is case-sensitive. Enter it exactly as it appears here. In the Value field, enter Yes. Click OK. Restart the Interactions Center server.
IMPORTANT Do not install the CTI Update Pack at this point. After NICE Perform is completely installed and configured, install the CTI Update Pack locally. When you install the NICE CTI Update Pack, do the following: 1. Stop all NICE services and the SNMP service. 2. Install the CTI Update Pack. 3. Start all NICE services and the SNMP service.
Enabling the Display of NICE System Information

The System Administrator includes a summary page that displays the NICE product version and the installed Updates. This summary page is generated by accessing the product information from the machines that are part of 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 machine in the NICE system. If the CTI Integration software is not installed on the same machine as the NICE Interactions Center server, you need to change the DCOM and WMI security settings on the machine where the CTI Integration software is installed. For complete documentation, see the Enabling Display of NICE System Information appendix in the NICE Interactions Center Installation Guide.
142
Maintaining the NICE CTI Integration Software

When necessary, you can modify, repair, or remove the NICE CTI Integration software. Select the relevant procedure:
Modifying the NICE CTI Integration software Select this to change the type of integration. Repairing NICE CTI Integration software Select this to repair the NICE CTI integration installation. It automatically reinstalls the existing CTI integration software as it is currently setup.
Removing NICE CTI Integration software Select this to remove the NICE CTI integration installation.
Modifying the NICE CTI Integration software

You use the Modify option to change the integration type. Follow the procedure below to modify the NICE CTI Integration software.
To modify the NICE CTI Integration software: 1. From the Control Panel, select Add or Remove Programs.
Figure 7-11 Add or Remove Programs Window
2. Select NICE Perform Release 3.2 - CTI 9.13.0.3 and click Change/Remove.
The Welcome - CTI Setup window appears.

Chapter 7: Installing the CTI Integration Software NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 143
Figure 7-12
Welcome Window - Modify, Repair or Remove
3. Select Modify. 4. Click Next.
Follow the instructions to modify the software.
144
Repairing NICE CTI Integration software

You use the Repair option to repair the NICE CTI Integration installation. Follow the procedure below to repair the NICE CTI Integration software.
To repair the NICE CTI Integration software: 1. From the Control Panel, select Add or Remove Programs.
Figure 7-13 Add or Remove Programs Window
2. Select NICE Perform Release 3.2 - CTI 9.13.0.3, and click Change/Remove.

Figure 7-14 Welcome Window - Modify, Repair or Remove
145
3. Select Repair. 4. Click Next.
Follow the instructions to repair the software.
Removing NICE CTI Integration software

You use the Remove option to remove the NICE CTI Integration installation. Follow the procedure below to remove the NICE CTI Integration software.
To remove the NICE CTI Integration software: 1. From the Control Panel, select Add or Remove Programs.
Figure 7-15 Add or Remove Programs
2. Select NICE Perform Release 3.2 - CTI 9.13.0.3 and click Change/Remove.
146

Figure 7-16 Welcome Window - Modify, Repair or Remove
3. Select Remove. 4. Click Next.
Follow the instructions to remove the software.
147
Upgrading the NICE CTI Integration software

When you need to install the upgrade of the latest NICE CTI Integration software, follow the procedure below.
To upgrade the NICE CTI Integration software: 1. In the Interactions Center Server taskbar, right-click the NICE CTI Console Viewer, and select Exit. 2. In the Interactions Center Server, insert the NICE Perform 3.2 Standard Software Package
DVD.
3. Navigate to \CTI Interactions Suite NP R3.2, and copy the Interactions Center Drivers 9.13.0.3 folder to your local hard drive. 4. From its location on your local hard drive, open the Interactions Center Drivers 9.13.0.3 folder, and double-click Setup.exe.
The NICE Perform CTI Wizard starts.

Figure 7-17 NICE Perform - CTI Setup Wizard
148
Figure 7-18
NICE Perform CTI - InstallShield Welcome Window
5. Click Next.
The Log On window appears.

Network user account configuration
Select the relevant option:
To configure for a network user account, (default setting) continue with Step 6 on page 149.
-or-
6.1. 6.2. 6.3.
To configure for a local system account, continue with Step 7 on page 150. In the This Account field, enter the domain\user. In the Password field, enter the password. Continue with Step 8 on page 150.
6. For a network user account:
7. For a Local System Account, select Local System Account.

Local user account configuration
8. Click Next.
The Setup Status window appears and the upgrade installation begins.
Figure 7-21 Setup Status Window
The InstallShield Wizard Complete window appears asking whether you would like to restart your computer now.
150
Figure 7-22
Setup Status Window
9. Select the desired option:
Yes, I want to restart my computer now -orNo, I will restart my computer later
10. Click Finish.
151
Verifying the Version Number

You can verify the CTI Integration installation version number from Add or Remove Programs.
To verify the CTI Integration installation version number: 1. From the Control Panel, select Add or Remove Programs. 2. Select NICE Perform Release 3.2 - CTI 9.13.0.3.
Figure 7-23 Add or Remove Programs
Click here to verify CTI version number
3. Click Click here for Support Information.
The Support Info window appears.

Figure 7-24 Add or Remove Programs - Support Info Window
Version number
4. Verify the version number. 5. Click Close to close the Add or Remove Programs.
Chapter 7: Installing the CTI Integration Software NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 152
8
Using NICE Testing and Debug Tools
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 Administrators 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 .......................................................................................................154 Preparing the Open Service Request Procedure Workflow .....................................155 Submit an Open Service Request Procedure - Checklist .........................................156 Open Service Request Procedure - Form to Submit .................................................160 Procedure 1: If a Problematic Scenario Occurs, What Should I Do? ......................166 Procedure 2: Setting Reporting Levels & Activating Debug Tools..........................167 Procedure 3: Restarting the System and Running Problematic Scenario ..............197 Procedure 4: Collecting Information...........................................................................197 Procedure 5: Reset the System...................................................................................206 Connection Manager Monitor ......................................................................................213 Log Manager System ...................................................................................................219
Chapter 8: Using NICE Testing and Debug Tools NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
153
Gather Information
Gather Information
IMPORTANT In the case of an Open Service Request (SR) Procedure, set all File Reporting Levels of Integration components - CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level by selecting ALL Reporting Level checkboxes.
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 page 160.
154
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.
155
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 -orNote down your settings.
No 1
Procedure
Before You Do Anything... Gather Information
Comments
BEFORE you prepare the Open Service Request Procedure, have you done the following?
Page
2 Shut down the system...
Contacted NICE Support for advice?
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?
Activate the Reporting Levels & Debug tools
You now need to activate the following: 1. Call Server, RCM and Database Server Reporting Levels. 2. Events Spy 3. CAPISpy 4. Integration log Reporting Levels 5. Ethereal Sniffer NOTE: Activate any relevant integration specific tools, refer to the relevant chapter in your manual.
179 180 186 189 196
Setup the Log Collector
168
156
No 5
Procedure
Repeat the problematic scenario...
Comments
Page
Have you run the problematic scenario with all the activated debug tools listed above?
Collect the following information 1. Prepare a list of devices export a list of all your devices to a text file. NOTE: Only relevant if your NICE integration enables support of devices. 2. Zip the Integrations folder navigate to Integration Installation folder path. Default path - D:\Program Files\Nice Systems\CTI.
199
157
No
Procedure
3. Use the Log Collector to collect all the log files. Include:
Comments
Page 198
Integration Integration Installation folder path\Log. Default path Call Server Interactions Center folder path. Default path D:\Program Files\Nice Systems\Interactions 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 D:\Program Files\Nice Systems\Interactions Center\Log Logger D:\NTLogger\Logger\Log VoIP Logger D:\NTLogger\VoIPCapture\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: Under D:\NTLogger\Logger\Config Summary.doc. Click Save and save the log file to the relevant location.
158
No
Procedure
4. Collect debug tool files. Include:
Comments
Page
Events Spy: Integration Installation folder path. Default path - D:\Program Files\Nice Systems\CTI CAPI Spy: Integration Installation folder path. Default path D:\Program Files\Nice Systems\CTI
201
203
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 problematic scenario/s, remember to reset the system to the settings that you had previously. Reset the:
Call Server, RCM and Database Server Reporting Levels Integration Reporting Levels Events Spy
206 208 209
NOTE: Reset any relevant integration specific tools, refer to the relevant chapter in your manual. 8 Complete the Open Service Request Procedure 1. Complete the Open Case Procedure - Form to Submit. 2. Zip all logs and send it to NICE.
160
159
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, see Submit an Open Service Request Procedure - Checklist on page 156.
No 1
Relevant Information
Site Information
Complete With Your 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)
______________________________ ______________________________ ______________________________ ______________________________ ______________________________
160
No 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?
______________________________ ______________________________
161
No
3. Were there any changes to the environment that might have influenced the system? If yes, detail this.
Complete With Your Information ______________________________
______________________________
4. How often does the problem occur? Detail its frequency or the percentage of the time that the problem occurs?
______________________________
______________________________
162
No
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?
Complete With Your Information ______________________________ ______________________________ ______________________________ ______________________________
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?
163
No
8. Detail all the troubleshooting steps performed before escalating the Service Request to NICE Customer Support.
Detail the following:
Call ID Scenario Time of call Devices involved in the problematic scenario and other Resource information A list of all resources
_______________________________ _______________________________ _______________________________ _______________________________
______________________________
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.
Chapter 8: Using NICE Testing and Debug Tools NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 164
No
2. 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
Sniffer logs
Include all additional relevant Integration specific log files.
165
Procedure 1: If a Problematic Scenario Occurs, What Should I Do?
Procedure 1: 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

These are the log file paths for the various NICE components:
NICE Interactions Center
Interactions Center D:\Program Files\NICE Systems\Interaction Center\Log Integration
Debug Log Files 1. Events SPY - Saved to selected folder. 2. CAPI SPY - Saved to selected folder. IMPORTANT See Integration Specific Tools regarding the paths of Integration Specific tools.
166
Procedure 2: 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 -orNote 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, see Setting Up the Log Collector on page 168. 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 Ethereal Sniffer
IMPORTANT Set up any Integration specific tools that you may have. See the relevant chapter in your manual.
167
Setting Up the Log Collector

Your NICE Perform system is composed of many components such as Loggers, servers, and applications. They can be installed on one or several different machines. The Log Collector has the ability to collect all pertinent information generated by each component, in the form of reports, to assist in evaluating and troubleshooting your system.
NOTE: For the most up-to-date information and for more detailed information, see the Log
Collector Guide.
Getting Started
Verify that there is at least 1 GB of free space for the local working folder to store reports. Reports will not be saved if enough free space is not available. If necessary, change the location for the reports. Verify that .NET Framework 2.0 is installed on the machine. To ensure proper report collection, you must either disable the UAC (where applicable) on all target machines, or enable the Administrator user account and configure it with a password on all target machines.
The Log Collector does not require installation. Simply copy the Log Collector folder, including all of its subfolders, to your hard drive and you are ready to go!
Collecting Information from NICE Perform Servers

The Log Collector scans your NICE Perform system configuration using two different techniques:
Read from Database - you define the location of the SQL server on which your NICE
Perform databases reside. Based on this information, the Log Collector locates all NICE Perform components and relevant information stored on all machines.
Add Manually - you select one server and select only those components whose data you want
to collect.
To collect information from all NICE Perform Servers: 1. Open the Log Collector: 1.1. Copy the Log Collector folder to your local hard drive. 1.2. Double-click NiceApplications.LogCollector.exe to start the Log Collector. This can
take several seconds. The NICE Perform Log Collector appears.
168
Figure 8-1
NICE Perform Log Collector
Selection Area
Reports
Problem Category Tree
Collection Log Progress Bar
2. If Server Reports is not the current view, select Server Reports.
3. For most sites, you should connect to a server to allow automatic discovery of all
components. Continue with Step 4.

-or-
For very large sites, you can manually add only selected components. Continue with Step 5.
4. To connect to a server for automatic discovery, do the following: 4.1. Click Read From Database
The SQL Server Credentials window appears.
169
Figure 8-2
SQL Server Credentials Window
4.2. Enter the Hostname or IP address for the SQL Server where the nice_admin database
resides.
NOTE: In a Multi Data Hub environment, use the SQL server of the Primary Data Hub. 4.3. Select the proper connection method the SQL server supports. SQL Server User
connection is recommended.
NOTE: If you select Different Windows User, enter the Windows User name and password under which the SQL Server Service runs. This User must be defined on the machine on which Log Collector runs and must have privileges to run queries on the nice_admin database. 4.4. To generate only the Site Information Report, without server or client reports, select Collect Site Information Report Only. 4.5. Click OK.
The Log Collector runs a discovery task. A list of all the machines on each site, the components on each machine, and the reports that can be collected from each component appears in the Server Reports area. The Log Collector automatically identifies the NICE Perform release installed at the site and presents only reports that are relevant to that release.
170
Figure 8-3
Server Reports
4.6. Expand a branch to see all potential reports. NOTE: The SIC report is mandatory and is always collected.
171
Figure 8-4
Server Reports - Selection
Components Reports Component Reports
4.7. Select the required Problem Category(s). 5. If your site is very large, you should use the manual option. Do the following:
,
It is recommended to use the manual selection method only in the following scenarios:
The SQL server is down. There is no available network connection to the SQL server. A component which was installed but was not yet configured, or configured incorrectly in
the NICE Perform System Administrator.
NOTE: The SIC report is not collected using this method. 5.1. Click Add Manually
.
Chapter 8: Using NICE Testing and Debug Tools 172
The Choose Component window appears.

Figure 8-5 Choose Component window
5.2. Enter the Host Name or IP Address of the Server where the components reside. 5.3. If the SQL server is installed on a different server, select Use dedicated SQL Server.
Then enter its host name or IP address.

5.4. Select components from the list. Then click OK.
The selected components appear under the new branch, Data Hub:Undefined.
173
Figure 8-6
Server Reports - Undefined
Data Hub: Undefined
6. Click Start
to start collection now or click Schedule Collection
to start collection at
a later time. The Server Credentials window appears.
174
Figure 8-7
Server Credentials Window

Click here to test all the connections in a bulk
Click here to fill the entire table with the same values
Click here to test the server connection before collecting logs
7. In the Machine Credentials area, select one of the following types of Authentication for
each machine listed:
Current Windows User Different Windows User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one row, and then click Copy Credentials to fill the entire table with the same values. 8. In the SQL Server Credentials area, select one of the following types of Authentication for
each machine listed:
Current Windows User Different Windows User (enter a Password and Domain (optional) for the user) SQL User (enter a Password for the user - Domain is disabled)
TIP: You can enter the information (Authentication or Password and Domain) in one row, and then click Copy Credentials to fill the entire table with the same values. 9. In the Logs Time Frame and Data Time Frame fields, define the logs and data time frames
to avoid collecting excessive data.

10. Before beginning to collect reports, you must verify the connectivity to all the servers listed in both the Machine Credentials and the SQL Server Credentials areas. To verify the connectivity, select All Connections from the drop-down list, and click Test All Connections.
175
The connectivity status of each server is displayed as follows:
Green - Connectivity has been successfully established. Yellow - Connectivity has been successfully established but one or more of the servers credentials you entered are not valid. Red - Connectivity has not been established due to network issues. NOTE: After correcting connectivity issues, you can choose to retest only those servers that had credential or network problems by selecting either Only Wrong Credentials or Only Failed Connections from the drop-down list and then clicking Test All Connections.
11. Click Collect. The Collection begins.

Figure 8-8 Server Reports Results
176
12. Upon completion, Collection Finished appears in the Progress Bar.
The results are indicated as follows:
Successful collection is indicated by a green check mark Unsuccessful collection is indicated by a red X
orange circle . .
No data was found for the defined time frame (report not collected) is indicated by an
The Collection Log area shows the status of collected reports. To clear the Collection Log area, select File > Clear Log.
13. Double-click a report that completed successfully in the Server Reports list to see its
contents in the right pane. Each report appears in a separate tabbed page.
NOTE:
If you double-click a report that was unsuccessful or was not selected for collection, the Log Collector will run again for that report only, and try to locate its information and create a report. You cannot view the SIC report in the Log Collector User Interface.The only SIC output is the Excel file, which you create using the Export feature.
177
Figure 8-9
Server Tabbed Page Output
178
Setting the Call Server, RCM, and Database Server Reporting Level
Set the File reporting level to Debug for the various modules and services.
TIP: For troubleshooting purposes, set the logs to the maximum size and maximum number of log files.
To set the reporting level: 1. Verify that you are working in Technician mode. 2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant NICE
Interactions Center (CLS Server).

3. Click the Report Level tab.
Figure 8-10 CLS Report Level
4. Expand the Call Server. 4.1. Set the File reporting level to Debug. 4.2. Leave the default Event view setting at Fatal. 5. Expand the DBServer. 5.1. Set the File reporting level to Debug. 5.2. Leave the default Event view setting at Fatal. 6. Expand RCM. 6.1. Set the File reporting level to Debug. 6.2. Leave the default Event view setting at Fatal. 7. For Integrations requiring TRS support, expand TRS. 7.1. Set the File reporting level to Debug. 7.2. Leave the default Event view setting at Fatal.
8. If you change the Debug level, restart the following services: Nice Interactions Center service, Nice Cls Monitor service and where relevant the Nice TRS service. 9. Click Save
Setting Up the Events Spy

NICE Events Spy enables you to trace events that are not in NICE Perform 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 Perform 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. Verify that you are working in Technician mode. 2. 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.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.
Figure 8-11 Interfaces Tab
Double-click UseSpy Chapter 8: Using NICE Testing and Debug Tools NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 180
4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Figure 8-12 Set Parameter Value Window
5. From the Value drop-down list, select Yes and click OK. The SpyMailSlotName appears in
the parameters list.

6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.
7. In the Value field, enter the name of the mailslot that you want to use in conjunction with
NICE Events Spy:
This can be any name. This name is later used in the Events Spy tool to connect to this specific Connection
Manager.
8. Click OK. The updated parameter value appears in the Parameter list.
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Figure 8-14
Configure Connection Manager - Interface Parameters Section
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.
Setting Up the Events Spy to Receive Events

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.
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Figure 8-15
Events Spy Window
Events Column
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 8-16 Receive Events Window
3. Select the relevant interface and click OK.
A message appears informing you that the Connection has been successful.
4. In the message, click OK.
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 8-17.
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Figure 8-17
Events Spy Window
Searching for Events

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.
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Figure 8-18
Events Spy Window - Find

Enter the event you want to find
Events appear here
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Setting Up the CAPI Spy Plug-in

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. Verify that you are working in Technician mode. 2. In the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Click the
relevant driver. 3. Click the Interfaces tab.

Figure 8-19 Drivers > Interfaces Tab
4. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure.
The Driver - Interface Configuration window appears.
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Figure 8-20
Driver - Interface Configuration Window
5. Expand Driver Real-Time Plugins. IMPORTANT You can select CAPISpy once and then leave it selected, as it has no negative impact on the system.
Figure 8-21 Driver Real-Time Plugins Area
Click the arrows to change the order.
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6. Select the CAPISpy checkbox and click OK. NOTE: It is highly recommended that CAPISpy 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 CAPISpy checkbox, you must restart the driver before the change will take effect. 7. Click the General tab and expand Additional Driver Parameters. The Additional Driver Parameters area displays.
Figure 8-22 Additional Driver Parameters Area
8. Define the CAPI Spy parameters according to the following table: Parameter Name CAPISpyServerPort Description Port to which the CAPI Spy connects. 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 Default Value 7002
CAPI Spy Tool Connection Details on page 189.

CAPISpyMessageQueueSize Size of message queue in CAPI Spy server. NOTE: Be careful about setting this to a higher value as it can slow driver performance. 9. Click Save 50
.
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 page 186.
To change the CAPI Spy tool connection details: 1. From the Connect menu, select Change connection details. The Connection Details
window appears.
Figure 8-23 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. in the Connection Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or in the New Driver wizards when you initially set up the driver. By default, Reporting Levels are defined for the following:
File - reports to the Log file located in the Integrations installation folder Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed under the Control Panel > Administrative Tools.
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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.
IMPORTANT In the case of an Open Service Request, set all File Reporting Levels of Integration components - CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level by selecting ALL Reporting Level checkboxes. If you have two Connection Managers, remember to set the Reporting Levels for both of them.
To set the Reporting Levels: 1. Verify that you are working in Technician mode. 2. 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 Reporting Level.
-or-
In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.
Driver Reporting Level Area
Click Edit
Figure 8-24
3. Select the desired row and click Edit
. The Set Reporting Level window appears.
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Figure 8-25
Set Reporting Level Window
4. Select the checkboxes for the reporting levels you want to include and click OK. 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. 5. In the relevant log field, type the new setting and click Save
Setting Up the Ethereal Sniffer

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. 4. Click Apply.
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Procedure 3: Restarting the System and Running Problematic Scenario
Procedure 3: Restarting the System and Running Problematic Scenario

You now need to restart the system and run the problematic scenario/s.
Procedure 4: Collecting Information

When preparing the Open Service Request Procedure you need to collect the following information:
1. Information from the NICE Perform servers. Use the Log Collector to collect the log files. See
Collecting Information from NICE Perform Servers on page 198.

2. Debug tool log files, see:
Searching, Collecting, and Saving Events Spy Logs on page 201 Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility on page 203
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:

NICE Interactions Center:
Interactions Center D:\Program Files\NICE Systems\Interaction Center\Log Integration
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Collecting Information from NICE Perform Servers

The Log Collector gathers information from all the NICE Perform servers and local workstations. It presents this information in the form of reports. When reports are created, they are stored in a temporary location on your workstation.
NOTE: Some types of reports, such as log files and configuration files, can also be opened using other applications and then saved. For information regarding viewing the Log Collector reports, see the Log Collector Guide.
Reports are stored in a temporary location on your workstation from which you can export them. Failed reports placeholders will be copied to maintain the Reports tree structure. Reports not marked to run will not be copied to the export file.
To export reports: 1. Click File > Export.
The Browse for Folders window appears.

2. Browse to the folder in which you want to save the output ZIP files. 3. Click OK.
The client and server reports are saved in one ZIP file.
NOTE:
The files in which the reports are saved use the following syntax: LCReports[<Date> <Time>].zip SIC reports are saved in a separated ZIP file, and use the following syntax: LCSICReports[<Date> <Time>].zip In order to save disk space, the raw data (that is, the non-compressed reports) is deleted either after exporting reports or removing the report nodes from the server reports tree. You can hide the Log Collector by clicking the Hide to Tray icon Collector continues to run in the background. ; the Log
For further information regarding the Log Collector, see the Log Collector Guide.
NOTE: Reports that were unsuccessful cannot be rerun from the Import Reports list.
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Optional: Prepare a List of Devices and Resources

Export a list of all your devices and resources (the type of devices and resources will vary according to your specific integration) to a text file and then attach it together with the other files for NICE Customer Support. Follow the procedure below.
IMPORTANT Not all NICE Perform integrations require you to configure devices. If you do NOT configure devices in your CTI Connection wizard, you do not need to perform this procedure. Continue with Searching, Collecting, and Saving Events Spy Logs on page 201.
To export the devices to a text file: 1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces > relevant CTI Interface. The selected CTI Interface
definition appears.
2. Click the Devices tab and expand Available Devices.
Figure 8-26 CTI Interface Definition - Devices Tab
3. Click Export to file.
The Export Available Devices List window appears.
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Figure 8-27
Export Available Devices List Window
4. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space or a Tab increment. 5. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type will appear in the txt file:
Device Delimiter Device Type Delimiter UniqueID (that is, first the device number followed by the device type, followed by the Unique Device ID where this is relevant), Device Type Delimiter Device Delimiter UniqueID (that is, first the device type
followed by the device number, followed by the Unique Device ID where this is relevant).
6. Click the Export file to browse button and browse to the relevant location where you want to
save the exported file. The Save as window appears.

7. In the File name field, enter the files name. 8. Click OK. The devices listed in the CTI Interface are save in a .txt file.
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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 page 202. Save all current events, see Saving Current Events on page 202. Save selected current events, see Saving Selected Current Events on page 202.
Searching for Events

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.

Figure 8-28 Events Spy Window
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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.
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.

2. Save the file in any convenient location.
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.

3. Save the file in any convenient location.
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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.
Figure 8-29 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.
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Figure 8-30
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.
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Procedure 5: 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 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.
To set the reporting level: 1. Verify that you are working in Technician mode. 2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant NICE
Interactions Center (CLS Server).

3. Click the Report Level tab.
Figure 8-31 CLS 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.
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Resetting the Integration Log Reporting Levels

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 the Highest Reporting Level.
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 Reporting Level.
-or-
In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.
Driver Reporting Level Area
Click Edit
Figure 8-32
2. Select File and click Edit

Figure 8-33
. The Set Reporting Level window appears.
Set Reporting Level Window
3. Clear the checkboxes of the Reporting Levels that you included and click OK. 4. In the relevant log field, type the new setting and click Save
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Resetting the Events Spy

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. 2. 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.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.
Figure 8-34 Interfaces Tab
Double-click UseSpy
4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
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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.
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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
Setting Up the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.
To set up Connection Manager Monitor: 1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is . Double-click ConnectionManagerMonitor.exe. The Connection Manager Monitor window
appears.
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Figure 8-36
Connection Manager Monitor Window
2. From the Monitor menu, select Connect. The Select Connection Manager window appears.
Figure 8-37 Select Connection Manager Window
Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect
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.
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Figure 8-38
Connection Manager Window - Tables
4. From the Client menu of the Connection Manager Monitor window, select Connect. The
Select Connection Manager window appears.

Figure 8-39 Connection Manager Window - Client Menu
Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect
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.
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Figure 8-40
Connection Manager Monitor - Client Connection in Clients Area
Client connection
6. From the Client menu, select Monitor. The Monitor Device window appears.
Figure 8-41 Monitor Device Window
6.1.
In the Device ID field, enter the Device ID number of the Connection Manager to which you want to connect.
6.2. In the Switch ID field, enter the Switch ID number. 6.3. From the Device Type drop-down list, select the appropriate device type. 6.4. Click Monitor. The response appears in the Output area.
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Figure 8-42
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 8-43 Connection Manager Monitor - Client Device Requests Area
New Client
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Managing the Connection Manager Monitor

This section includes the following topics:
Stopping the Connection Manager Monitor Disconnecting the Connection Manager Monitor Client
Stopping 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 8-44 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.
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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 page 189.
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 8-45 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.

Log Manager System
Figure 8-46
System Tray
Select CTI icon
-or-
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 8-47 NICE CTI Console Viewer
Connection Manager
Dispatch
CTI Driver
Media Provider Controller
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 8-48 CTI Log Window
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Log Manager System
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 Level: Clear the checkboxes of the Reporting Levels that are irrelevant
(message importance).
Module name: Thread ID:
Clear the checkboxes of any modules that are irrelevant. Clear the checkboxes of any Thread IDs that are irrelevant.
Resetting the Filter To reset the filter: NOTE: The filter is applied to new messages. It does not affect old messages.
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 8-49 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.
Log Manager System
To change console size and color: 1. From the Options menu, select Console size.
Figure 8-50 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. 2.1. Select a background color. 2.2. Select a color for each reporting level.
Log Manager Services

The Log Managers second module can be found in Services. It consists of two Log Manager related services:
Nice Integration Log Retention Nice Integration Reporting Level Dumper
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.
Using the Log Viewer

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.
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Log Manager System
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 8-51 Log Viewer Window
Click Filter
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 8-52 Find Window
2. Click the In column drop-down list and select the relevant search basis. 3. Click Find.
9
Genesys Testing and Debugging Tools
This chapter describes the testing tools that enable troubleshooting driver configuration problems.
Contents
Genesys Support Phone ..............................................................................................226 Logs Builder Application .............................................................................................230
Chapter 9: Genesys Testing and Debugging Tools NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
225
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 Soft Phone: 1. Double-click the TestPhone.exe file to launch the application. The Genesys Support Phone
window appears.
2. Click the Connection tab.
Figure 9-1 Dynamic Phone - Connection Tab
In the Host and Port fields, enter the IP address and port of the T-Server.
3. Click the Register tab.
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Figure 9-2
Dynamic Phone - Register Tab
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.
4. To view an event log, click the Log tab.
Figure 9-3 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 5. To simulate an observation, click the Telephony tab. tool.
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Figure 9-4
Dynamic Phone - Telephony Tab
In this tab you can simulate an observation, as follows:

5.1. 5.2. 5.3. 5.4.
In the DN field, enter the DS-1 extension. In the Destination field, enter the observed station. Click Make. A call is simulated. Click the Log tab to view the results of this simulation.
Dynamic Phone - Data Tab
6. To attach business data to the call, click the Data tab.

Figure 9-5
Credit: 111.111.1
6.1.
Right-click on the User Data list box (in the middle of the tab). The Key Value string window appears.
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Figure 9-6
Key Value String Window
Credit 111.111.11
6.2. 6.3.
In the displayed window, enter the user data information and click OK. The User Data is added to the User Data list box. Click Attach Data.
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Logs Builder Application

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 9-7 Example of the Config.ini File for Logs Builder
4. Double-click GenesysMonitorApp.exe.
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The Command Line window appears and summarizes the parameters by which the logs were built.
Figure 9-8 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
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10
Genesys Troubleshooting
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
Troubleshooting Scenarios .........................................................................................235
Chapter 10: Genesys Troubleshooting NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
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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 Perform when configuring the RTP-Password parameter in the Genesys interface. See Enabling RTP Events in Cisco and Genesys SIP Configurations on page 68 and Step 13.1 on page 82.
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Troubleshooting Scenarios
This section provides troubleshooting scenarios and their solutions.
Table 10-1: Troubleshooting Solutions Problem Connection failure Description The driver prints the following message: GenesysStream::Connect -TOpenSErver Ex failure Warning messages appear (in green) during the Monitor Device process. The driver prints the following warning message: GenesysStream::SyncSendReque st get_device_type failed. T-Server message: API operation not supported Solution Check that the IP address and IP port are configured correctly in the Switch Details window of the Generic Quick Setup. The driver is trying to query the T-Server about the type of the extension (such as DN or Queue). If the T-Server cannot accommodate the request, the driver assumes the default value (regular extension). This message can be ignored. Monitor Device problem The driver prints one of the following messages: GenesysStream::SyncSendReque st-monitor_device failed. T-Server message: Invalid origination or destination address Check the following:
Make sure that the agent extensions are properly configured in the Drivers branch in 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 System Administrator do not include any invisible characters, such as spaces or tabs.
235
Table 10-1: Troubleshooting Solutions (Continued) Problem Monitor Device problem Description GenesysStream::SyncSendReque st-monitor_device failed. T-Server message: No more licenses Solution Make sure that the number defined in the T-Server for the parameter num_of_licenses is more than the number of agents to monitor. This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (Station). This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (State Connect). Install the most updated driver version and Support Pack.
Suspicious Error messages appear in the drivers screen.
The driver prints the following warning message: GenesysStream::SyncSendReque st- get_device_type failed. T-Server message: One of the required parameters is missing
Suspicious Error messages appear in the drivers screen.
The driver prints the following warning message: GenesysStream::SyncSendReque st- get_device_state failed. T-Server message: One of the required parameters is missing
In a Nortel configuration: Get ffff in the Trunk field.
Get ffff string appears in the Trunk field of the database.
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11
Configuring Real-Time Driver Plug-ins
The NICE solution for sites sometimes require customizing the driver.
Contents
Defining Media Correlation ..........................................................................................238 Defining Field Mapping ................................................................................................244 Defining Rejected Devices and Trunks.......................................................................248
Chapter 11: Defining CTI Integrations NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
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Defining Media Correlation

Media Correlation is used on site where you have two CTI Interfaces attached to the same recording system and where the recording and the CTI information are taken from two different sources:
The CTI information is received from a CTI server, either a TDM or VoIP PABX. The Media Location is received from another link (usually a SIP Trunk).
The Media Correlation Plugin enables you to match the Media Location interface information with the CTI interface information so that you are able to record from the SIP trunk location.
NOTE: You should perform activation of Media Correlation only if you have been advised to do so by a NICE Solution Engineer.
To define Media Correlation: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. Configure the first CTI Interface using the CTI Connection wizard. 3. Configure the second CTI Interface using the CTI Interface wizard. 4. Connect the second CTI Interface to the Connection Manager of the first CTI Interface: a.
In the Connection Manager branch, select the first CTI Interface. From the Available Interfaces list, select the second CTI Interface. and move it to the Attached Interfaces list.
Select the relevant Available CTI Interface
b. Click the Interfaces tab. c.
d. Click the
5. In the Organization tree, select Master Site > CTI Integrations > Drivers > the Driver of
the Interface that supplies the Media Location e.g. SIP Trunk.
238
a.
Click the Interfaces tab.
b. Select the relevant CTI Interface and click c.
Expand Driver Real-time Plugins.
Select Media Correlation
d. Select Media Correlation. The Media Correlation section appears in the
Driver-Interface Configuration window.

Note: This has to be selected on both interfaces - both the interface suppling the CTI
information and the interface supplying the Media Location.

IMPORTANT Configuration of the parameters in the Media Correlation Plugin section should be done ONLY on the interface that supplies the CTI information and NOT on the interface that supplies the Media Location. e.
Click OK.
Chapter 11: Defining CTI Integrations 239
6. Click Save. 7. In the Organization tree, select Master Site > CTI Integrations > Drivers > the Driver that
supplies the CTI information.

a.
Select Media Correlation
d. Select Media Correlation. The Media Correlation section appears in the
Driver-Interface Configuration window.

Note: This has to be selected on both interfaces - both the interface suppling the CTI
information and the interface supplying the Media Location.

8. Expand Media Correlation Plugin. IMPORTANT Configuration of the parameters in the Media Correlation Plugin section should be done ONLY on the interface that supplies the CTI information and NOT on the interface that supplies the Media Location.
Chapter 11: Defining CTI Integrations NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 240
Set the parameters
9. Double-click the Media Location Switch ID. The Media Location Switch ID window
appears.
10. From the drop-down list, select the relevant Media Location and click OK.
The selected Media Location Interface appears in the Value field.

11. Double-click the CTI Switch ID. The CTI Switch ID window appears.
12. From the drop-down list, select the relevant CTI Interface and click OK.
The selected CTI Interface appears in the Value field.

13. Double-click Matching Mode. The Matching Mode window appears.
14. Select the relevant matching mode and click OK.
NOTE: Select All if you want all the Matches in the Match column to be met for the Media Correlation to be successful. Select One if it is enough that one of the Matches in the Match column is met for Media Correlation to be successful.
The selected Matching Mode appears in the Value field.
Click Add
242
15. You can now add the Matches, click Add. The Match Values window appears.
a.
From the Media Location Parameter drop-down list, select the relevant Media Location parameter. If there are business data fields that need to be matched:
b. From the CTI Parameter drop-down list, select the relevant matching CTI parameter. c.
From the Business Data Field > Media Location Parameter drop-down list, select the relevant Media Location parameter. From the Business Data Field > CTI Parameter drop-down list, select the relevant matching CTI parameter.
d. Click OK.
16. Click OK. 17. Click Save.
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Defining Field Mapping

Field Mapping enables the capture of one field or a part of a field and the placement of this information in another field. Field Mapping is used for extracting simple business data from complicated business data.
NOTE: You should perform activation of Field Mapping only if you have been advised to do so by a NICE Solution Engineer.
To define Field Mapping: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode. 2. In the Organization tree, select Master Site > CTI Integrations > Drivers > the relevant Driver. a.
Select Field Mapping
244
d. Select Field Mapping. The Field Mapping section appears in the Driver-Interface
Configuration window.
3. Expand Field Mapping.
Click Add
a.
To add field mapping, click Add. The Create New Field Mapping window appears.
b. In the Define a source field area, from the Field Type drop-down list, select the relevant
field type. Field types are:
CAPI Field - Fixed list of fields as follows: CallID, CalledIn, UniversalCallID Business Data Fixed Value
Chapter 11: Defining CTI Integrations 245
c.
The relevant Define a source field area appears. name.

NOTE: If you select CAPI Field, you can only select fields that display in the Field Name list.
d. In the Field Name field, enter a name in the Field Name field or select the relevant field
e.
If you selected Business Data, select the relevant length type:

f.
If you selected Fixed length, continue with Step f. If you selected Dynamic length, continue with Step g.
If you selected Fixed length area: in the Start Index field, enter the relevant Start Index.
NOTE: Indicate the number of characters that should be counted to the first character of the value.
In the Length field, enter the required length.

NOTE: Indicate the values number of characters.
Enter relevant Start Index Enter required length
g. If you selected Dynamic length area: in the Starts from field, enter the relevant
expression from which the name starts.

NOTE: If the name appears at the beginning of a string, leave the Starts from field blank.
In the Ends with field, enter the expression with which the name ends. If the name appears more than once, in the Appearance field enter which numbered appearance you want to use.
Enter the expression from which the name starts Enter the expression with which the name ends Enter the numbered appearance that you want to use
NOTE: If the name appears at the end of a string, leave the Ends with field blank.
246
h. In the Define a destination field area, from the Field Type drop-down list, select the
relevant field type.

i.
In the Field Name field, enter a name in the Field Name field or select the relevant field name.
NOTE: If you select CAPI Field, you can only select fields that display in the Field Name list. If you select Business Data, the Field Name that you enter here should be the
one that is defined in the Database Servers.
j.
Click OK. The new Field Mapping appears in the Source list.
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Defining Rejected Devices and Trunks

You can add monitoring for rejected devices and trunks. Follow the procedure below.
To define rejected devices and trunks: 1. Verify that you are in Technician mode: From the Settings menu, select Technician Mode.
2. Select CTI Integrations > Drivers > Driver Name. The driver definitions appears.
3. Click the Interfaces tab.
248
4. Select the relevant CTI Interface and click Configure or double-click the selected CTI
Interface.
5. Expand Driver Real-time Plugins.
Click the arrows to change the order
6. Select Rejected Devices. 7. Expand Rejected Devices.
You can add both devices and trunks in this section.

To add/import/edit/delete/search for rejected devices/trunks, follow the relevant procedure:

Procedures for Managing Rejected Devices To Do Add a single rejected device 1. Click appears. 3. Click OK. . The Add Rejected Devices window Procedure
2. In the Device field, enter the device number.
Add a range of rejected devices
1. Click . The Add Range Rejected Devices window appears. 2. In the Start at Device Number field, enter the number of the first rejected device. 3. In the Number of devices to add field, enter the number of rejected devices. 4. Click OK. Note: You cannot add a range of rejected trunks using this method. However, you can import a file with a list of rejected trunks.
Import rejected devices from a file
1. Click . The Import Rejected Devices List window appears. 2. Complete the information. 3. Click OK. The rejected devices/trunks appear in the Devices list.
Delete rejected devices
Select the device that you want to delete and click .
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Procedures for Managing Rejected Devices (Continued) To Do Search for a rejected device Procedure 1. Select the device that you want to search for and click . The Search For Device window appears.
2. In the Device field, enter the device ID information. 3. Click OK.
Deleting rejected devices
Select the devices or trunks that you want to delete and click Delete. Note: The devices and trunks are deleted with no warning message.
All rejected trunks and devices appear in the Devices list.
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A
Genesys T-Server Additional Configuration Parameters
The chapter describes additional parameters that are not included in the standard configuration flow. You access these parameters when you edit an existing configuration or when you configure individual components of the CTI.
Contents
Reporting Levels ..........................................................................................................254 Logger Parameters for Instant Callback.....................................................................254 Interface Parameters ....................................................................................................255 Connection Manager - Additional Parameters...........................................................259 Connection Manager - Interface Parameters .............................................................261 Switch Driver - Additional Parameters .......................................................................264 Driver Interface - Additional Parameters ....................................................................267
Appendix A: Genesys T-Server Additional Configuration Parameters NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
253
Reporting Levels
Reporting Levels
The Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter. See Setting the Integration Log Reporting Levels on page 189 for more information.
Logger Parameters for Instant Callback

When configuring Instant Callback, the following parameters must be set in the Logger.
For T1 Instant Callback Parameter Name IDLE signaling Seize signaling Seize acknowledge signaling Call-answer signaling Clear forward signaling Clear backward signaling Wink signaling For E1 Instant Callback Parameter Name IDLE signaling Seize signaling Seize acknowledge signaling Call-answer signaling Clear forward signaling Clear backward signaling Wink signaling Value $D $5 $5 $5 $D $D $D Value $2 $E $E $E $2 $2 $2
254
Interface Parameters
You can add or edit the following parameters for the CTI Interface.
Interface Connection Details on page 255 Additional Interface Parameters on page 256
Interface Connection Details

You configure Interface Connection Details for the CTI Interface when you edit an existing CTI Interface.
To edit the Interface Connection Details parameters: 1. In the System Administrator, in the Organization tree, select [Master Site] > CTI Integrations > CTI Interfaces. 2. Select the relevant Genesys CTI Interface and click the Connection tab. 3. Expand Interface Connection Details.
Figure A-1 Interface Connection Details Area
The following parameters appears.

Parameter Name SwitchAddress PortID UseRedundancyMechanism SecondarySwitchAddress SecondaryPortID ApplicationName Description IP address of the TServer TCP port of the TServer Determines whether or not redundancy is supported IP address of the secondary TServer TCP port of the secondary TServer Application name (in the TServer)
255
Default Value
Parameter Name TServerName ApplicationPassword SecondaryApplicationName SecondaryTServerName SecondaryApplicationPassword
Description Name of the TServer Connection password to the TServer Application name (in the secondary TServer) Name of the secondary TServer Connection password to the secondary TServer
Default Value
4. Double-click the row of the parameter you want to edit.
The Switch Connection Parameter window appears.

Figure A-2 Switch Connection Parameter Window
5. In the Value field, enter the desired value. 6. Click OK.
Additional Interface Parameters

Configure or edit the Additional Switch parameters following the procedure below.
To configure or edit the Additional Switch parameters: 1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces. 2. Select the relevant Genesys interface. 3. Click the Connection tab, and expand the Additional Switch Parameters area.
256
Figure A-3 Additional Switch Parameters Window
The following predefined additional parameters appear.

Parameter SSCObserveMode DisableDeviceQueries StopOnLinkDown Description Defines the Single-Step-Conference observation mode. If device queries are not supported by TServer, they need to be disabled. Determines whether the link is stopped and then restarted on LinkDisconnectedEvent. When set to No, the driver only flushes open calls. Reverse UCID value before translation. Set to Yes when the enable-ucid-swap parameter is set to True on the T-Server. Maximal length of internal device. -1 is unlimited. Mask of fixed fields to be exported as business data. Select the fields you need to use. (Applies to active Alcatel environments where agents are defined only in Genesys and not in Alcatel) Enables recording in active environments. Set to No when the agents log in directly to the Genesys T-Server (not the Alcatel PABX). Default Value Passive No No
ReverseUcid
No
MaxStationLength FixedDataMask
-1 0
AlcatelReportAgent
Yes
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Parameter (Continued) ADDP
Description Keep Alive connection between the client and the TServer. Genesys recommends using ADDP (Advanced Disconnection Detection Protocol). If set to Yes, the ADDP is used. If set to No, the Keep Alive connection from NICE Perform is active instead of the ADDP.
Default Value Yes
4. If accessing from the wizard, clear Show only required parameters. 5. Double-click the row of the relevant parameter. The Driver Additional Parameter window
appears.
Figure A-4 Driver Additional Parameter Window
6. In the Value field, enter the desired value. 7. Click OK.
258
Connection Manager - Additional Parameters

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the CTI Interface Additional Parameters or create new ones.
You configure additional switch parameters for the Connection Manager when you:
Edit an existing Connection Manager (see page 260). Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 97).
Figure A-5 General Information Window
The following predefined additional parameters appear:

NOTE: You can also create and add additional parameters by clicking the Add button. Default Value 10000 10000 100
Parameter Name MaxClientDeviceRequests MaxClientRequests MaxClients
Description Defines the maximum number of device requests the Connection Manager can handle. Defines the maximum number of client requests the Connection Manager can handle. Defines the maximum number of clients that can be attached to the Connection Manager.
259
Parameter Name MaxMonitoredDevices
Description Defines the maximum number of monitored devices up to which the Connection Manager can handle. For example, if the value is 1000, the Connection Manager can handle 999 monitored devices. Defines the maximum number of CTI links the Connection Manager can handle.
Default Value 10000
MaxSwitchIdToCTILinkEntries
10
To edit additional switch parameters for the Connection Manager: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.
Figure A-6 Technician Mode
2. Expand Master Site > CTI Integrations > Connection Managers, and select the
Connection Manager you are using for Logger Activity Detection. The General and Interfaces tabs appear.
Figure A-7 General and Interfaces Tabs of the Connection Manager
3. Expand the Additional Parameters area (Figure A-5 on page 259). 4. Double-click the row of the relevant parameter.
The Set Parameter Value window appears.

5. Enter the new value in the Value field. 6. Click OK.
260
Connection Manager - Interface Parameters

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the Connection Manager Additional Parameters or create new ones.
You configure Connection Manager interfaces when you:
Edit an existing Connection Manager (see page 262). Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 97).
Figure A-8 Connection Manager Interfaces Window

NOTE: You can also create and add additional parameters by clicking the Add button. Default Value IDLE
Parameter Name DebugServiceMode
Description Defines the mode of the Debug service. Use one of the following:
IDLE: Use when operating the system as normal. RECORD: Records the message trace. DEBUG: Inserts recorded messages.
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Parameter Name (Continued) DllName
Description The name of the DLL that contains the CTI Link translator. This DLL is dynamically installed when you define a new Connection Manager. Defines the Keep Alive Interval time. The value is defined in seconds. Defines how the driver treats the link in a multi-link configuration. Defines if the Connection Manager reports link events to the NICE Events Spy tool. See Setting Up the Events Spy on page 180.
Default Value read-only
KeepAliveInterval LoadDllOneTimeOnly UseSpy
30 Yes No
To edit interface parameters for the Connection Manager: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.
2. Expand Master Site > CTI Integrations > Connection Managers, and select the
Connection Manager you are using for Logger Activity Detection. The Connection Manager Details appear.
Figure A-10 General and Interfaces Tabs of the Connection Manager
3. Click the Interfaces tab, and select the interface you are using for the Connection Manager.
The interface parameters of the Connection Manager appear. (Figure A-8 on page 261).
262
4. Double-click the row of the relevant parameter.

263
Switch Driver - Additional Parameters

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones.
You configure the additional parameters of the switch Driver when you:
Edit an existing Driver (see page 265). Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 97).
General Information Window
Figure A-11

NOTE: You can also create and add additional parameters by clicking the Add button. Default Value No
Parameter Name AlwaysConnectToLocalCLS
Description Determines whether the driver should always connect to CLS on the local machine regardless of the actual CLS address. Can be useful when working with the CLS as a cluster. Host name of the Call Table. Port number of the Call Table. Size of message queue in CAPI Spy server.
CallTableHost CallTablePort CAPISpyMessageQueueSize
localhost 7272 50
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Parameter Name CAPISpyServerPort DelayBetweenStartFailed LinksInSeconds MaxCallDurationSec
Description Port to which the CAPI SPY application connects. Defines the amount of time before the driver reconnects to the CTI link following a failure. The value is defined in seconds. Defines the maximum time the driver allows a call to last until it is automatically disconnected. The value is defined in seconds. Defines the number of times the driver attempts to send a command to the CAPI following a failure. Defines the maximum number of calls in the concurrent call buffer. Trigger for failover notification in a multiple CLS environment.
Default Value 7002 30
7200
MaxCapiCommandRetries
MaxNumberOfCalls NotifyFailoverOnAllCLSFailure Only
5000 No
Yes: Failover notification only when the connection to all CLSs is down. No: Failover notification when any connection to a CLS is down.
To edit additional parameters for the switch Driver: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.
2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys
integration. The Driver General Information area appears.
265
Figure A-13
Driver General Information of the Switch Driver
3. Expand the Additional Driver Parameters area (Figure A-11 on page 264). 4. Double-click the row of the relevant parameter.

266
Driver Interface - Additional Parameters

WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones.
You configure the interface of the switch Driver when you:
Edit an existing Driver (see page 269). Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 97).
Additional Driver Switch Parameters
Figure A-14
NOTE: You can also create and add additional parameters by clicking the Add button.
Parameter Name ActivityAgentMode BackedUpInterfaceID CTIRequestRetries
Description Determines the Agent Activity mode for the interface. Interface ID of the CTI link in line for backup. Number of times to initiate the same CTI request.
Default Value Standard 0 2
267
Parameter Name (Continued) DHCP (Genesys SIP and Cisco Only)
Description (VoIP only) Determines whether to wait for RTP events. With static IP addresses, waiting is not necessary. With Passive VoIP, select Yes. With Active VoIP, select No.
Default Value Yes
EnableFlushCalls FailedMonitoredThreadMinutes Delay GetLinkStatusRetries LinkIsSecondary MilliDelayBetweenCTIRequest s MilliDelayBetweenGetLinkStatu sRequests PassOriginalCallID
Determines whether to flush open calls when initializing a connection. Time in minutes to wait before activating a thread to monitor devices that the link failed to monitor. Number of times to initiate the same Get Link Status request. In a multi-link configuration, defines how the driver treats the link. Time in milliseconds to wait between CTI requests. Time in milliseconds to wait between Get Link Status requests. Determines whether to give the call ID of the switch as opposed to the Genesys call ID. NOTE:
Yes 10
4 No 100 5000 No
(Avaya DMCC) Select Yes to enable Single-Step Conference recording mode. (Cisco Active Interaction Based Recording) Select Yes. No <machine dependent> 3000 Yes
SaveOriginalMapDevice StateMachineDllName TimeOut WaitForTX
When mapping, determines whether to report the original source device. Specifies the name of the state machine assembly. Time in milliseconds to wait for a link response to a request. (VoIP only) Determines whether to wait for RX and TX to start recording an interaction. If No is selected, recording starts with RX.
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To edit additional parameters for the switch Driver: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.
2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys
integration. The Driver General Information area appears.

Figure A-16 Driver General Information of the Switch Driver
3. Click the Interfaces tab, and select the relevant CTI interface.
Figure A-17 Attach CTI Interfaces Area
4. Click Configure.
The Driver - Interface Configuration window appears (Figure A-14 on page 267).
5. Double-click the row of the relevant parameter.

Appendix A: Genesys T-Server Additional Configuration Parameters NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 269
270
B
Additional Interface Parameters for Genesys SIP and Genesys Cisco
The section describes additional interface parameters that are not included in the standard configuration flow for Genesys SIP and Genesys Cisco.
To view additional interface parameters for the Genesys SIP configuration: 1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces. 2. Select the Genesys SIP interface. 3. Click the Connection tab, and expand the Additional Interface Parameters area.

Table B-1: Additional Interface Parameters Parameter SSCObserveMode Description Defines the Single-Step-Conference observation mode. If device queries are not supported by TServer, they need to be disabled. Determines whether the link is stopped and then restarted on LinkDisconnectedEvent. When set to No, the driver only flushes open calls. The RTP password value that is used to get RTP events. This value is the rtp-info-password parameter from the T-Server Properties window. Default Value Passive
DisableDeviceQueries
No
StopOnLinkDown
No
RTP-Password
N/A
Appendix B: Additional Interface Parameters for Genesys SIP and Genesys Cisco NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
271
Table B-1: Additional Interface Parameters Parameter (Continued) MaxStationLength FixedDataMask Description Maximal length of internal device. -1 is unlimited. Mask of fixed fields to be exported as business data. Select the fields you need to use. Default Value -1 0
Appendix B: Additional Interface Parameters for Genesys SIP and Genesys Cisco NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
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C
Genesys T-Server Outbound Dialer Configuration
The chapter describes how to configure the Outbound Dialer in the Genesys T-Server. With this configuration, the Outbound Dialer calls the client, and then the agent receives this call that is initiated by the Outbound Dialer.
Contents
Outbound Dialer Overview ..........................................................................................274 Configuring the Outbound Dialer in the Genesys T-Server......................................274
Appendix C: Genesys T-Server Outbound Dialer Configuration NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
273
Outbound Dialer Overview
Outbound Dialer Overview

The Outbound Dialer configuration is part of the Genesys T-Server. With this configuration, the following steps occur:
1. The Outbound Dialer calls a client. 2. The client is connected to an agents line, and the agents line rings with an incoming call. 3. The agent answers the call and speaks to the client.
Configuring the Outbound Dialer in the Genesys T-Server

You configure the Outbound Dialer by means of the Genesys T-Server Configuration Manager. In this configuration, you verify the name of the T-Server, check the licenses, and verify that the OCServer is installed and listed on the Connections tab.
To configure the Outbound Dialer in the Genesys T-Server: 1. Start Configuration Manager. 2. In the Configuration tree, navigate to Environment > Applications > Outbound.
Figure C-1 Outbound Folder
The contents of the Outbound folder appear.

Appendix C: Genesys T-Server Outbound Dialer Configuration NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 274
3. Right-click OCServer, and select Properties.
The Properties window appears.

Figure C-2 OCServer Properties Window
4. Click the Connections tab.

Figure C-3 Connections Tab
5. Write down the name of the Genesys T-Server, and click Cancel. 6. From the Genesys T-Server, check the licenses as described in Checking Genesys T-Server
Licenses on page 55.

7. In the Configuration Manager, repeat Step 2 on page 274 to view the Outbound folder.
Appendix C: Genesys T-Server Outbound Dialer Configuration NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 275
8. Right-click OCManager, and select Properties.
The Properties window appears.

Figure C-4 OCManager Properties Window
9. Click the Connections tab.

Figure C-5 OCManager Properties Window
10. Verify that the OCServer is listed in the Connections tab. 11. Click OK.
Appendix C: Genesys T-Server Outbound Dialer Configuration NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
276
D
Installing NICE Perform Components with UAC On
Verify if the NICE Perform component that you are about to install can be installed with UAC on, see Installing NICE Perform Components in Windows Server 2008 Environments on page 14. Then follow the procedures below:
1. Setting Security Options Before Installing the NICE Perform Component. 2. Install all NICE Perform components that can be installed with UAC on. If the NICE Perform
component has an .exe file, see Setting .exe Files to Run in Administrative Mode.
3. Resetting Security Options After Installing the NICE Perform Component.
Contents
Setting Security Options Before Installing the NICE Perform Component .............278 Setting .exe Files to Run in Administrative Mode .....................................................281 Resetting Security Options After Installing the NICE Perform Component............282 Configuring Security Options Before Modifying NICE Perform Component Installation.....................................................................................................................285
Chapter D: Installing NICE Perform Components with UAC On NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
277
Setting Security Options Before Installing the NICE Perform Component

Before you install NICE Perform components on a Windows Server 2008, follow the procedure below to configure the Security Options.
IMPORTANT After all NICE Perform applications have been installed, return the Windows Server 2008 Local Security Option settings to their original settings. See Configuring Security Options After NICE Perform Component Installation.
In this procedure, you will define the following:

Policy User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode User Account Control: Detect application installations and prompt for elevation Set to... Elevate without prompting Disabled
To configure Security Options before installing NICE Perform components: 1. From the Start menu, open the Run window and enter secpol.msc. Click OK.
Figure D-1 Run Window
The Local Security Policy window appears.

Figure D-2 Local Security Policy Window
2. From the Security Settings tree, expand Local Policies and select Security Options.
Chapter D: Installing NICE Perform Components with UAC On NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 278
3. In the Policies list, scroll down to User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode.
4. Double-click User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode. The Properties window appears.
279
Figure D-5 Properties Window
5. From the drop-down list, select Elevate without prompting and click OK. The Local
Security Policy window reappears. 6. In the Policies list, double-click User Account Control: Detect application installations and prompt for elevation. The Properties window appears.
7. Select Disabled and click OK. The Local Security Policy window reappears. 8. Close the Local Security Policy window. 9. If your NICE Perform component has an .exe installation file, see Setting .exe Files to Run in
Administrative Mode on page 281.

Chapter D: Installing NICE Perform Components with UAC On NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2) 280
Setting .exe Files to Run in Administrative Mode
Setting .exe Files to Run in Administrative Mode

If the NICE Perform component supports Windows Server 2008 and has an .exe installation file, the NICE .exe should be run in Administrative mode.
IMPORTANT After all NICE Perform applications have been installed, return the Windows Server 2008 Security Option settings to their original state. See Configuring Security Options After NICE Perform Component Installation.
To run NICE Perform .exe files:
Right-click the .exe file and select Run as administrator.

Figure D-7 Installations Window
281
Resetting Security Options After Installing the NICE Perform Component

After all NICE Perform applications have been installed, return the Windows Server 2008 Local Security Option settings to their original settings. Follow the procedure below to reconfigure the Security Options. In this procedure, you will define the following:
Policy User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode User Account Control: Detect application installations and prompt for elevation Set to... Prompt for consent Enabled
To reconfigure Security Options after installing NICE Perform components: 1. From the Start menu, open the Run window and enter secpol.msc. Click OK.
Figure D-8 Run Window
The Local Security Policy window appears.

2. From the Security Settings tree, expand Local Policies and select Security Options.
282
3. In the Policies list, scroll down to User Account Control: Behavior of the elevation prompt for administrators in Admin Approval Mode.
4. Double-click it. The Properties window appears.
283
5. From the drop-down list, select Prompt for consent and click OK. The Local Security
Policy window reappears. 6. In the Policies list, double-click User Account Control: Detect application installations and prompt for elevation. The Properties window appears.
7. Select Enabled and click OK. The Local Security Policy window reappears. 8. Close the Local Security Policy window.
284
Configuring Security Options Before Modifying NICE Perform Component Installation
Configuring Security Options Before Modifying NICE Perform Component Installation

Each time you modify your NICE Perform component installation, you should set the Security Options. See:
1. Setting Security Options Before Installing the NICE Perform Component on page 278. 2. When necessary, see Setting .exe Files to Run in Administrative Mode on page 281.
This is required whenever you modify, remove, or update your installation.

NOTE: You do NOT need to do these steps when running the NICE Perform Update Packs.
On completion of your modification of the installation, see Resetting Security Options After Installing the NICE Perform Component on page 282.
285
Index
A
ACD positions Nortel Symposium 61 Alcatel OmniPCX Enterprise integration specifications 19 Aspect agent configuration 63 Aspect Call Center integration specifications 20 Aspect Spectrum integration specifications 21 automatic discovery 169 Avaya Communication Manager integration specifications 22 business data 118 indexing 131 integration specifications 24 error messages troubleshooting 236 Events Spy defining SpyMailSlot Name parameter 181 defining the UseSpy parameter 181, 209
F G
features supported 38 Genesys Configuration Manager 55 Genesys Support Phone 226 Genesys T-Server checking status and configuration 65 description 33 testing device configuration 66 indexing reserved columns 131 Instant Callback Logger parameters 254 Integration installation 136 integration architecture workflow 32 installation workflow 17 specifications 18 Interaction Center description 33
B C
call types supported 38 call types and features, supported 38 Channel-Mapping Extension-side Recording workflow 101 connection failure troubleshooting 235 Connection Manager additional parameters 259 interface parameters 261 CTI Interface configuration wizard 74 database fields, supported 40 databases indexes 131 DN configuration confirming 54 driver interface additional parameters 267
Ericsson MX-ONE
licenses checking Genesys T-Server 55 using FlexLM License Manager 56 using Genesys Configuration Manager 55 limitations Alcatel 43 Aspect 44 Avaya 44 CTI driver 43 Ericsson 44
Index 287
Nortel 45 Siemens 46 T-Server 43 Logger parameters for Instant Callback 254 Logger, see NiceLog Logger or NiceScreen Logger Logs Builder Application 230
using for business data 118 Rockwell see Aspect Spectrum
machine credentials 175 monitor device problem troubleshooting 235, 236 NEC APEX integration specifications 26 NEC NEAX integration specifications 26 NEC SV7000 integration specifications 26 NICE Interaction Center description 33 NiceLog Logger description 33 NiceScreen Logger description 33 Nortel Communications Server integration specifications 27 Nortel error troubleshooting 236 Nortel Symposium ACD positions 61 optional ID field 118
Server Reports automatic discovery 169 manually adding 169 SIC reports generating 170 Siemens Hicom International integration specifications 28 Siemens Hicom USA integration specifications 29 Siemens HiPath integration specifications 30 SpyMailSlot Name parameter 181 SQL server credentials 170 switch DN definitions confirming 54 switch driver additional parameters 264
O P R
TCP link viewing 57 tools Genesys Support Phone 226 Logs Builder Application 230 troubleshooting connection failure 235 error messages 236 monitor device problem 235, 236 Nortel error 236 warning messages 235 trunk workflow 104 UseSpy parameter 181, 209 warning messages troubleshooting 235 workflow integration 17 passive VoIP device 107 trunk 104
passive VoIP device workflow 107 recording solutions 34 redundancy checking Genesys configuration 59 reporting levels configuring 254 reserved columns indexing 131
U W
Index NICE Perform Release 3.2: Integration with Genesys T-Server (Rev. A2)
288

Integration With Genesys T-Server - NP - 3.2

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NICE Perform

Insight from Interactions

Modification Date May 2009

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NICE Perform Site Installation Overview

NICE Perform Site Installation Overview

Genesys T-Server Integration Workflow

Genesys T-Server Integration Workflow

Genesys Switch Configuration

Configuring CTI Integrations for Genesys T-Server

Configuring Channel Mapping for Genesys

Configuring Additional CTI Fields (Business Data)

Installing the CTI Integration Software

Complete Entire NICE Perform Component Installation and Configuration

Install Latest Update Pack for Each NICE Perform Component

Congratulations! Your installation is complete!

Alcatel-Lucent OmniPCX Enterprise (4400)

Total, Interaction-based (for all recording methods)

Aspect Call Center

Station-side Trunk-side Passive RTP (phones with static IP addresses)

Total, Interaction-based (for all recording methods)

Aspect Spectrum (Rockwell)

Station-side Trunk-side Static RTP (phones with static IP addresses)

Avaya Communication Manager

Total, Interaction-based (for all recording methods)

Cisco Unified Communications Manager

Passive RTP (phones with static or dynamic IP addresses) Active RTP

Total, Interaction-based (for all recording methods)

Ericsson MX-ONE (MD110)

Station-side Passive RTP (phones with static IP addresses)

Total, Interaction-based (for all recording methods)

Genesys SIP Server

Total, Interaction-based (for all recording methods)

Nortel Communications Server (CS) 1000

Total, Interaction-based (for all recording methods)

Siemens Hicom 300/300E/300H (International)

Total, Interaction-based (for all recording methods)

Siemens Hicom 300E (USA)

Total, Interaction-based (for all recording methods)

Siemens HiPath 4000

Station-side Trunk-side Passive RTP (phones with static IP addresses)

Genesys T-Server Integration Architecture

Genesys T-Server Integration Architecture

PABX CO Trunk Genesys T-Server

NICE Interactions Center (with Genesys Client T-Library)

Genesys T-Server Integration Architecture

NiceLog (Audio Logger)

NiceScreen Logger (optional)

NICE Interactions Center

Genesys T-Server Equipped with Avaya PBX

This connectivity is used for Total Recording and Interaction-Based Recording.

Genesys T-Server Equipped with Aspect PBX

Genesys T-Server Equipped with Nortel PBX

Genesys T-Server Equipped with Alcatel-Lucent PBX

This connectivity is used for Total Recording and Interaction-Based Recording.

Genesys T-Server Equipped with NEC PBX

Genesys T-Server Equipped with Ericsson PBX

This connectivity is used for Total Recording and Interaction-Based Recording.

Genesys T-Server Equipped with Siemens PBX

Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX

This connectivity is used for Total Recording and Interaction-Based Recording.

Genesys T-Server Equipped with Genesys SIP Server