Ncf III Install Reva2

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This product is covered by one or more of the following US patents:

360o View, Alpha, Customer Feedback, Dispatcher Assessment, Emvolve Performance Manager, Encorder, eNiceLink, Executive Connect, Executive Insight*, FAST, FAST alpha blue, FAST alpha silver, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision ALTO, NiceVision Harmony, NiceVision Mobile, NiceVision NVSAT, NiceVision PRO, Performix Technologies, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners.

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385A0579-01 Rev. A2

4,864,432

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5,937,029

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4,893,197

5,396,371

6,044,355

6,330,025

6,785,370

6,959,079

5,185,780

5,446,603

6,115,746

6,542,602

6,856,343

6,970,829

5,216,744

5,457,782

6,122,665

6,564,368

6,865,604

7,010,106

5,274,738

5,590,188

6,192,346

6,694,374

6,870,920

7,010,109

5,289,368

5,819,005

6,246,752

6,728,345

6,871,229

7,058,589

5,325,292

5,911,134

6,249,570

6,775,372

6,880,004

7,085,728

For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:

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Revision History

Revision Modification Date Description

A1 December, 2006 • Directory paths updated.

A2 January, 2007 • Logger dimensions updated (see Table 1-1: NiceCall Focus III Technical Specifications on page 13).

Blank page for double-sided printing.

Contents

NiceCall Focus III Installation and Configuration Guide (Rev. A2)

7

Contents

1Introducing NiceCall Focus III 11

Installation Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12NiceCall Focus III Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Technical Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

NiceCall Focus III Signal Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Recording Signal Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2Preparing the Site 19

Preinstallation Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Environmental Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Location Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Space Requirement Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Installing NiceCall Focus III . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Unpacking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Mounting NiceCall Focus III on a Rack . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Guidelines for Connecting the Ferrite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Power Up Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

NiceCall Focus III Power Supply Switches . . . . . . . . . . . . . . . . . . . . . . 27Uninterruptible Power Supply (UPS) . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

3Installing and Configuring NiceCall Focus III 29

Connecting Analog Input . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30High Impedance 2-wire Analog Telephone Interface . . . . . . . . . . . . . . . . . . 30

8 Contents


High Impedance 4-Wire Analog Telephone Interface . . . . . . . . . . . . . . . . . 31Non-Telephony Equipment Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Determining Cable Lengths for the Analog Interface . . . . . . . . . . . . . . . . . . 32Connecting Analog Input via an Open-leads Cable to NiceCall Focus III . . . 33ALI PCI Interface Board Pinouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

ALI PCI Interface Board Pinouts for 2-Wire Analog Input . . . . . . . . . . . . 34ALI PCI Interface Board Pinouts for 4-Wire Analog Input . . . . . . . . . . . . 35

Connecting an External Trigger to NiceCall Focus III . . . . . . . . . . . . . . . . . 37External Trigger Bracket Pinouts for External Trigger Input . . . . . . . . . . . . . 39

Connecting Digital Extension and ISDN Input . . . . . . . . . . . . . . . . . . . . . . . . 40Connecting Digital Extension or ISDN Input to NiceCall Focus III . . . . . . . . 41

Determining the Length of the Customer-Supplied Cable . . . . . . . . . . . 42NATI PCI Interface Board Pinouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Pinouts for Digital Extension Input . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Pinouts for ISDN Input . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Configuring NiceCall Focus III . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Mapping the Channels in the Logger Definition Tool . . . . . . . . . . . . . . . . . . 47Installing the Integration Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Running the AVAYA CDR Quick Setup . . . . . . . . . . . . . . . . . . . . . . . . . 50Running the Nortel CDR Quick Setup . . . . . . . . . . . . . . . . . . . . . . . . . . 51Running the VOX Quick Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

4Connecting NiceCall Focus III to its Environment 57

Connecting NiceCall Focus III to the Network . . . . . . . . . . . . . . . . . . . . . . . . 58Setting the Local Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Connecting NiceCall Focus III to the LAN . . . . . . . . . . . . . . . . . . . . . . . . . . 60Setting up NiceCall Focus III’s IP Address . . . . . . . . . . . . . . . . . . . . . . . . . 61Troubleshooting the LAN Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Troubleshooting Your Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Troubleshooting Speed Synchronization Failure . . . . . . . . . . . . . . . . . . 63Verifying the TCP/IP Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Defining the Trap Destination IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Defining the Site in System Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . 66

9 Contents


Customizing Network Backup for NiceCLS . . . . . . . . . . . . . . . . . . . . . . . . . . 67Defining a Backup Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Defining the Backup Devices in SQL Server Enterprise Manager . . . . . . . . 68

AConfiguring Workstations at the Site 71

Workstation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Workstation Installation Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Setting Up a Workstation IP Address. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Adding SNMP Service to the Workstation . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Installing the NICE Workstation Applications . . . . . . . . . . . . . . . . . . . . . . . . 78Installing Scenario Replay and Last Message Replay. . . . . . . . . . . . . . . . . . 80

BInstalling NiceCall Focus III From Scratch 81

System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Required Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Installation Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Installing and Configuring the NiceCall Focus III Software . . . . . . . . . . . . . 83Installation and Configuration Procedures at a Glance . . . . . . . . . . . . . . . . 83Installing Basic System Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Installing DirectX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Installing the LAN Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Installing the Audio Card Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Installing the Motherboard Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Installing the Graphic Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Installing the Adaptec Storage Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Installing the NICE Alarm Board Driver . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Updating the NICE Alarm Board Drivers in Windows . . . . . . . . . . . . . . 104Configuring the Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Adding Ports to the Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Unblocking the Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

10 Contents


TCP/UDP Ports Used by NICE Components . . . . . . . . . . . . . . . . . . . . 109Installing the SQL Server for NiceCall Focus III . . . . . . . . . . . . . . . . . . . . 111Installing the NiceLog Logger Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Installing NiceCLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Installing the NICE Inserter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Installing the NICE Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Installing the SNMP Manager Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Installing the SNMP Manager Console at a Glance . . . . . . . . . . . . . . . 124

Configuring Network Backup for NiceCLS . . . . . . . . . . . . . . . . . . . . . . . . . 126Define a New User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Configure the MSSQLServer Properties . . . . . . . . . . . . . . . . . . . . . . . . . . 128Define a Backup Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Define the Backup Devices in SQL Server Enterprise Manager . . . . . . . . 130Define a New SQL Job via Enterprise Management . . . . . . . . . . . . . . . . . 131Define the Stored Procedure for the Job . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Index 139

Chapter 1: Introducing NiceCall Focus III


11

1

Introducing NiceCall Focus III

NiceCall Focus III is a complete hardware and software standalone system in a desktop configuration, especially designed for organizations seeking a powerful and cost-effective recording solution. NiceCall Focus III enables total recording of calls, recording on demand, and realtime monitoring of agent and channel activity and calls. This manual is intended for use by personnel responsible for the installation of the NICE Systems NiceCall Focus III system.

12 Chapter 1: Introducing NiceCall Focus III


Installation Workflow

Installation WorkflowThe following workflow provides the basic steps involved in installing NiceCall Focus III at the site. Click a step and the corresponding instructions appear.

Figure 1-1 NiceCall Focus On-Site Installation Workflow

NOTE: This workflow assumes that the NiceCall Focus III hardware and software components have already been installed. For information about assembling the NiceCall Focus III hardware, see the NiceCall Focus III Hardware Guide. For information about installing the NiceCall Focus III software, see Installing NiceCall Focus III From Scratch on page 81.

Configure Additional Workstations Legend

OptionalprocedureInstall Scenario Replay

Configure the Driver

Mandatoryprocedure

Connect Audio Sources to NiceCall Focus III

Connect the NiceCall Focus III to the Environment

Define the Site via the Administrator’s Application

Prepare the Site



NiceCall Focus III Components

NiceCall Focus III Components NiceCall Focus III is built around an industrial PC/AT chassis with standard off-the-shelf and custom designed circuit boards, for tasks such as audio interfacing, signal processing and data storage management.

Technical Specifications

The NiceCall Focus III technical specifications are listed in the following table:

Table 1-1: NiceCall Focus III Technical Specifications

Environmental Requirements

• Operating Temperature: 5o- 35o C (41o - 95o F)

Optimal Operating Temperature: 18o - 21o C (64o - 70o F)

• Operating Relative Humidity: 20% - 80% non-condensing

Optimal Operating Relative Humidity: 45% - 50% non-condensing

• Storage Temperature: 0o C (32o F) to 50o C (122o F)

• Storage Humidity: 10% - 90% non-condensing

IMPORTANT: Working in the optimal range is necessary for long life expectancy. We do not recommend running the NiceCall Focus III outside the optimal range for long periods of time.

Electrical and Power Specifications

Three optional power supplies:

• Single phase AC input

• Hot swap redundant AC input

• Hot swap redundant DC input.

Single-Phase AC Input:

• Voltage AC: 100 - 240 % VAC

• Frequency: 50-60Hz Hz

• Steady State Current: 4/2 Amps max @ 110/220 VAC

• Power Supply: Single

• Active power factor correction

• Maximum inrush current: 65/125 Amps @ 110/220 VAC

Hot-swap redundant AC Input:

• Voltage AC: 100 - 240 % VAC

• Frequency: 50-60Hz Hz

• Steady State Current: 4/2 Amps max @ 110/220 VAC

• Power Supply: Hot-swappable redundant 1+1

• Active power factor correction

• Maximum inrush current (per module): 60/80 Amps @ 110/220 VAC

10±

3±

10±

3±




DC Input: • Voltage DC: -48VDC (-36VDC to -72VDC)

• Steady State Current: 8 Amps max @ -48VDC

• Power Supply: Hot swappable redundant 1+1

• Maximum inrush current: 20A @ -48VDC (cold start)

Heat Dissipation 1125 Btu/h maximum for full configuration

Chassis Physical Dimensions

Width: 19”Depth: 21.8“ including the handlesHeight: 7” - 4UWeight: Up to 55 lbs (25 kg) in full configuration

Recording Interfaces

• AnalogTelephone: High impedance - 2 wire (basic), 4 wire (optional). Low impedance - 2 wire (basic), 4 wire (optional).Radio/microphone: High/low impedance (optional) Summation of two 2-wire sources into one 2-wire channel (optional)

• Digital extension

• Alcatel - 683 Kbps

• Nortel Meridian - Active (Release 8.9), Nortel Norstar/BCM, NEC (Passive) - 512 Kbps

• Avaya, Siemens, Ericsson, Philips, Tadiran, Telrad, Tenovis (Bosch), Samsung, Ericsson BP250 - 384 Kbps

• Aspect, Matra - 256 Kbps

• Avaya INDeX, Mitel - 160 Kbps

• ISDN ST interface - 192 Kbps

Interface Components

• ALI PCI board - interfaces analog input

• NATI PCI board - interfaces digital extension and ISDN input

Audio Compression

• G.729a

• G.711

Recording Channels

Maximum number of recording channels per unit is interface dependent:

• Analog/Digital extensions - maximum 48 input channels

Table 1-1: NiceCall Focus III Technical Specifications (Continued)




Hard Disk Drives (Online storage)

• 250 GB hard disk capacities

• SATA interface

• Optional Hot Swap unit

• Optional RAID 1 with two drives - 250 GB capacity

• 50,000 channel hour storage - at 8 Kbps compression mode (basic configuration - G.729a)

NOTE: The storage space listed above applies to a 8 Kbps compression rate. Other compression formats include 64 Kbps, 6.3 Kbps, 5.3 Kbps.

Archiving Devices (Long-term storage)

• Up to two devices

• IDE (ATAPI) interface

• DVD-RAM - 9.4 GB media size, double-sided (2400 channel hours @ 8 Kbps compression rate)

• AIT-1T - 20/40 GB media size (4900/10200 channel hours @ 8 Kbps compression rate)

• AIT-1 Turbo

Internal Buses • PCI bus 32 bit @ 33 MHz, +3.3V I/O

• H.100 bus

• SATA

• IDE

• USB

Output Interface • Playback Over LAN

Up to 20 simultaneous outputs (unsynchronized).

• Playback through speakers. See Guidelines for Connecting the Ferrite on page 25.

Communication Interfaces

Fast Ethernet 10/100/1000 Base TTCP/IP protocols

System Clock Synchronization

• NTP

Operating System

• Microsoft Windows XP Professional with the last released MS Service Pack certified by NICE Systems.





Compliance with Standards

Safety Standards:

• EN60950-1

• UL 60950-1, CAN/CSA-C22.2 No. 60950-1

• AS/NZS 60950-1, ACA TS001

• IEC 60950-1

• IS1121

EMC Standards:

• EN 55022

• EN 55024

• EN 61000-3-2

• EN 61000-3-3

• 47CFR, P15 Sub B

• ICES-003

• VCCI

• AS/NZS CISPR 22

• IS961 part 6 (CISPR 22)

Telecom Standards:

• TBR 21+ATAAB Advisory notes

• TIA/EIA-ISS-968 (previously 47CFR P68)

• JATE blue-book (A05-0054001 for analog interface)

• AS/ACIF S002:01

NOTE: • NiceCall Focus III complies with the essential requirements of the

EU directive RTTE 1999/5/EC-Radio and telecommunications terminal equipment.

• NiceCall Focus III complies with the CB scheme.

• EMC tests were performed according to Class A limitations.




NiceCall Focus III Signal Flow

NiceCall Focus III Signal Flow

Recording Signal Flow

Referring to Figure 1-2, the recording signal flow operates as follows:

1. The audio enters NiceCall Focus III via its interface board, which extracts the selected audio channels and performs front-end DSP operations (such as, Energy Detection).

2. The audio is transmitted via the PCI bus to the CPU. The CPU board receives the audio, compresses and then saves the audio on the hard disk drive, and gives operating commands to the interface boards.

3. The CPU archives the audio from the hard disk drive to the archiving device.

Figure 1-2 NiceCall Focus III Signal Flow

CPUhost

H.100 bus

Audio

LAN

PCI businput

NiceCall Focus III

Hard diskdrive

SATA

Archivingdevice

IDE

Interface boards



Related Publications

Related PublicationsTechnical Guides

• NiceLog High Density Logger Software Installation Guide

• NiceCall Focus III Hardware Guide

• NiceCLS Installation Guide 8.9

• NICE SNMP Manager Installation Guide 8.9

• NICE Scenario Replay Installation Guide

• NiceCall Focus III Hardware Guide

• NICE Workstation Applications Installation Guide 8.9

User Guides

• NiceCall Focus III Administrator’s Manual

• NiceCall Focus III User’s Manual

• NiceCall Focus III Supervision User’s Guide

• NICE Scenario Replay User’s Guide

Chapter 2: Preparing the Site


19

2

Preparing the Site

This chapter describes the general preparations you need to perform before starting the installation procedure.

Contents

Preinstallation Considerations......................................................................................20Environmental Considerations ...................................................................................21

Installing NiceCall Focus III ...........................................................................................23Unpacking ..................................................................................................................23Mounting NiceCall Focus III on a Rack ......................................................................23Guidelines for Connecting the Ferrite ........................................................................25Power Up Procedure..................................................................................................26

20 Chapter 2: Preparing the Site


Preinstallation Considerations

Preinstallation Considerations Following are considerations prior to installing NiceCall Focus III:

• Networking Considerations

If NiceCall Focus III, workstations, and a stand-alone Ethernet-TCP/IP network segment are supplied by NICE Systems, network information does not need to be gathered. However, if the customer supplies workstations and/or networking, you must verify that all of the listed networking requirements are met.

• Materials Inspection

Verify that all required NICE and third-party components are present, in the correct quantity, and without signs of damage.

• Environmental Considerations

The location of NiceCall Focus III must be determined before the system is installed. For more information, see Environmental Considerations on page 21.

• Power Supply. NiceCall Focus III includes one of three optional power supplies.

• AC Single - 400W full range power supply with power factor correction, 100 ~ 240V ±10%, 60/50 Hz (± 3Hz) single phase.

• AC Hot-Swap Redundant - 400W, hot-swappable, 1+1 redundant power supply with power factor correction, 100~240 VAC ±10%, 60/50Hz (± 3Hz). We recommend supplying two power supply inputs from two independent sources.

• DC Hot-Swap Redundant - 350W hot-swappable, provides telephony power supply input for -48V DC (-36V to -72V), 1+1 redundancy. We recommend supplying two power supply inputs from two independent -48V DC sources. Important: Verify that the input current to this power supply is provided through a 70A circuit breaker.

• UPS (Uninterruptible Power Supply). We highly recommend that each power supply unit be connected to a UPS (Uninterruptible Power Supply) system - 500VA minimum per unit, offline/online, not the interactive type (smart guard line interactive is acceptable).

For sites where PABX inputs will be recorded, it is recommended that the maximum UPS backup time equal that of the UPS system used for the site’s PABX.

IMPORTANT• If your site does not include a suitable UPS system, in the event of a power failure, vital

audio will not be recorded. In sites using a UPS system, the UPS system should be installed according to the instructions provided with the UPS components. A NiceLog reseller should install the UPS system only in sites where such an agreement is contractual. Otherwise, UPS systems should be installed only by qualified personnel contracted by the customer.

• Do not simultaneously power-up more than one machine at the same time. Power-up currents are significantly higher than steady-state currents!

• If other equipment is installed on the same rack, do not power up more than one machine simultaneously!




Environmental Considerations

Location Considerations

This section describes optimal location conditions for NiceCall Focus III:

• Unit racks must be installed as near as possible to the PABX.

• Do not position NiceCall Focus III in locations prone to excesses of heat or humidity, such as near heaters or heating system outputs, or in direct sunlight. Avoid positioning NiceCall Focus III in excessively damp or dry environments, as extremes of humidity can damage the unit’s internal components.

Conditions for NiceCall Focus III should be maintained as follows:

• Operating Temperature: 5o - 35o C (41o - 95o F)

Optimal Range: 18o - 21o C (64o - 70o F)

• Operating Relative Humidity: 20% to 80%

Optimal Range: 45% to 50%

• NiceCall Focus III must be installed in a clean, well-ventilated, air conditioned, room. If adequate ventilation is not provided, the unit can overheat.

• Do not position NiceCall Focus III near strong magnetic fields, such as near transformers, or other electrical equipment.

• Due to the sensitivity of the data that is handled by NiceCall Focus III, place the unit in a locked room to which only authorized personnel have access. And if possible, lock the rack to which the unit is mounted.

• Do not position NiceCall Focus III where people are likely to eat or drink, as liquids can damage the unit’s internal components.

• Do not position NiceCall Focus III in an area where people smoke.

• Dirt (e.g., dust particles, smoke) near NiceCall Focus III can cause damage. Do not position NiceCall Focus III near doors or walkways that are used frequently, on or close to the floor, or near any surfaces that tend to collect dust. Do not position the unit near printers or paper products that create dust.

• The room where NiceCall Focus III is located should be cleaned regularly. If the general environment is dirty, consider installing an air cleaning system.

• Avoid carpets and furnishings with synthetic materials, if possible, in the area where the NiceCall Focus III will be positioned. If static is likely to be a problem, place anti-static mats around the working area. Be careful when bringing objects near the unit, which can hold a large static charge; avoid unnecessary plastic or paper products in the area.

NOTE: Working in the optimal range is necessary for long life expectancy. We do not recommend running NiceCall Focus III outside the optimal range for long periods of time.




Space Requirement Guidelines

Each NiceCall Focus III unit is a rack-mountable unit, with the following dimensions:

• Width = 19" (480 mm).

• Depth = 21.8" (553 mm) including the handles.

• Height = 7" (180 mm), 4U.

• Weight - Up to 55 lbs (25 kg) in full configuration.

Each NiceCall Focus III unit can be installed in a standard 19" ventilated rack.

• Verify that the units can be installed so that the front and rear vents will not be blocked: allow approximately 4" (100 mm) of clearance in the front and rear of each unit.

• If the rack has doors, make sure that the doors have holes enabling cool air to pass through to the unit. Without holes, warm air from the rear of the unit could circulate and cause it to overheat.

• If the units are going to be rack-mounted, verify that there is a fixed shelf or fixed L-shaped rails for each unit to rest on.

• Verify that there is enough space in each rack for patch panels, cabling and/or other optional components that will be installed.



Installing NiceCall Focus III


Unpacking

Before you begin the installation process, unpack the shipment and check all parts against the packing list.

Verify that no parts were damaged in transit.

If NiceCall Focus III peripheral equipment is required, such as patch panels or signal coupling boxes, check that all their accessories are present.

Mounting NiceCall Focus III on a Rack

Before placing NiceCall Focus III in a permanent position, inspect it for physical signs of damage. If it appears that the chassis is damaged, contact your NICE Systems dealer. The unit’s permanent location must meet the requirements described in Environmental Considerations on page 21.

To install NiceCall Focus III on a 19" rack:

1. Carefully place the unit on a fixed shelf or fixed L-shaped rails in the 19" rack, supporting the box’s weight from the bottom of its chassis.

2. Verify that there is enough space in the rack for proper ventilation:

• In closed racks, leave at least 4” (100 mm) in the front and rear of the unit. In addition, verify that both front and rear doors have sufficient ventilation holes (distributed evenly on the surface of the doors).

• Leave at least 1U space between NiceCall Focus III and other machines in the rack.

3. Verify that there is enough space for patch panels, cables, and other rack-mounted units (for example, Ethernet hubs).

4. Screw the unit to the rack using the four mounting holes on the front panel of the chassis.

WARNINGAlways mount NiceCall Focus III using a fixed shelf or L-shaped rails. NiceCall Focus III must be supported from the bottom. The four screws used to fasten the unit to the front of the rack are not sufficient to bear the weight of the unit.

NOTE: Always use blank panels to fill all remaining empty front panel U-spaces in the rack. This arrangement ensures proper airflow. Using a rack without blank panels results in improper cooling that can lead to thermal damage.




Figure 2-1 Rear View of NiceCall Focus III - Ground Connection

Figure 2-2 NiceCall Focus III Mounted on a Fixed Shelf

NOTE: Before connecting input or power, you must ground NiceCall Focus III by connecting a ground cord to the chassis’s ground connection. See Figure 2-1.

Groundconnection

WARNINGDo not move the system while it is operating. Doing so may cause a malfunction. In addition, do not move the system while there is a media inside the archiving device.

Rack

NiceCall Focus III

Fixed ShelforL-Brackets




Guidelines for Connecting the Ferrite

The ferrite provides EMI (Electromagnetic) suppression as a shield bead, where effective resistive impedance is produced at high frequencies.

When your system includes speakers, to comply with EMC regulations, you must connect the ferrite as close as possible to the audio output connection. See Figure 2-3 and Figure 2-4.

Figure 2-3 Ferrite

Figure 2-4 Ferrite Connected to Speaker Cable

Ferrite attached asclose to connectoras possible




Power Up Procedure

Before you connect audio sources, ensure that:

• The chassis cover is completely closed and that there are no loose parts.

• All power switches are off.

To power up NiceCall Focus III:

1. Connect the power cable(s) to NiceCall Focus III, then to the power source.

2. Referring to NiceCall Focus III Power Supply Switches on page 27, turn on the power supply switch(es).

3. Press the NiceCall Focus III Power On button.

Figure 2-5 NiceCall Focus III - Front View

NOTE: • The Power On button turns off the power also.

• If the system shuts down as a result of a power shortage, or a disconnected power cable, once power is restored, NiceCall Focus III will restart on its own. However, when you voluntarily shut down the system via the Power On button, to start the system again, you must press the Power On button again.

Power Onbutton

Reset button




NiceCall Focus III Power Supply Switches

This section provides a picture of the three possible power supplies that may be installed on the NiceCall Focus III unit at your site. For details about the power supplies, see the NiceCall Focus III Hardware Guide.

Figure 2-6 NiceCall Focus III Rear - HG2-6400P Power Supply

Figure 2-7 NiceCall Focus Rear - MRW-6400P Power Supply

AC input

Power On/Offswitch

AC Input

Individual Switchpower supplyLED

Retaining screw




Figure 2-8 NiceCall Focus III Rear - DMRW-6350F Power Supply

Uninterruptible Power Supply (UPS)

In sites where the units need to be supported by a UPS system, verify that the UPS unit charges properly, and then connect each NiceCall Focus III to the UPS unit.

Verify that NiceCall Focus III starts up properly when connected to the UPS unit.

See UPS requirements on page 20.

DC Input

Individual Switchpower supply LED

-48VDC input cable

Retainingscrew

Chapter 3: Installing and Configuring NiceCall Focus III


29

3

Installing and Configuring NiceCall Focus III

This chapter describes the procedures for connecting audio input channels and configuring NiceCall Focus III.

Contents

Connecting Analog Input ...............................................................................................30High Impedance 2-wire Analog Telephone Interface .................................................30High Impedance 4-Wire Analog Telephone Interface.................................................31Non-Telephony Equipment Interface..........................................................................32Determining Cable Lengths for the Analog Interface .................................................32Connecting Analog Input via an Open-leads Cable to NiceCall Focus III ..................33ALI PCI Interface Board Pinouts ................................................................................34Connecting an External Trigger to NiceCall Focus III ................................................37External Trigger Bracket Pinouts for External Trigger Input .......................................39

Connecting Digital Extension and ISDN Input .............................................................40Connecting Digital Extension or ISDN Input to NiceCall Focus III .............................41NATI PCI Interface Board Pinouts..............................................................................44

Configuring NiceCall Focus III.......................................................................................47Mapping the Channels in the Logger Definition Tool..................................................47Installing the Integration Driver ..................................................................................50

30 Chapter 3: Installing and Configuring NiceCall Focus III


Connecting Analog Input

Connecting Analog Input This section provides information about the following topics:

• High Impedance 2-wire Analog Telephone Interface

• High Impedance 4-Wire Analog Telephone Interface

• Non-Telephony Equipment Interface

• Determining Cable Lengths for the Analog Interface

• Connecting Analog Input via an Open-leads Cable to NiceCall Focus III

• ALI PCI Interface Board Pinouts

• Connecting an External Trigger to NiceCall Focus III

• External Trigger Bracket Pinouts for External Trigger Input

High Impedance 2-wire Analog Telephone Interface

The 2-wire analog telephone interface is used for a parallel or bridged connection to existing telephone lines for monitoring and/or recording applications. The interconnection is established either before the PABX on the external lines, or after the PABX on the internal extensions.

Figure 3-1 provides a schematic illustration of NiceCall Focus III’s high-impedance 2-wire interface.

Figure 3-1 ALI PCI Interfacing 2-Wire Analog Input

1

24

ALI PCI board

Interface 1

Interface 24

DigitalBus (H100)

Analogto

Digital

ALI PCI board




Referring to Figure 3-1, NiceCall Focus III interfaces 2-wire analog input using the ALI PCI board. The ALI PCI board can interface up to 24 2-wire analog lines. Each NiceCall Focus III unit can hold up to two (2) ALI PCI interface boards. Therefore, each unit can provide recording for up to 48 2-wire analog lines.

For a list of the pinouts for the 2-wire interface, see ALI PCI Interface Board Pinouts on page 34.

High Impedance 4-Wire Analog Telephone Interface

The 4-wire interface is used for interconnection with telephone lines where one pair of wires carries one direction of the conversation and the other pair carries the other direction of the conversation. The 4-wire interface implements analog summation of both TX and RX lines into a single channel.

Figure 3-2 provides a schematic illustration of NiceCall Focus III’s high-impedance 4-wire interface.

Figure 3-2 ALI PCI Interfacing 4-Wire Analog Input

Referring to Figure 3-2, the NiceCall Focus III interfaces 4-wire analog input using the ALI PCI board. Each ALI PCI board can interface up to 12 RX, TX pairs. The wires are interfaced sequentially, which means that the RX and TX pairs for line 1 are interfaced first, then the RX and TX pairs for line 2, etc. Each NiceCall Focus III unit can hold up to four (4) ALI PCI interface boards, and provide recording for up to 48 4-wire analog lines.

For a list of the pinouts for the 4-wire interface, see ALI PCI Interface Board Pinouts on page 34.

NOTE: When connecting certain digital extensions from a panel on the PABX or from telephone sets with proprietary digital protocols, you can use commercially available D/A converters (can be purchased from NICE Systems) to convert each digital extension to a 2-wire analog input. Continue installation for normal 2-wire analog inputs.

RX1, TX1

ALI PCI board

Interface 1

Interface 12

DigitalBus (H100)

Analogto

Digital

ALI PCI board

RX12, TX 12




Non-Telephony Equipment Interface

The ALI PCI board can be used for recording non-telephony equipment such as microphones, radio receivers and other similar equipment. You need to configure the board for high impedance or as 600 ohm termination according to the non-telephony equipment specifications. To configure the ALI PCI board for 600 ohm, close jumpers JP5-JP28. To configure the ALI PCI board for high impedance, leave jumpers JP5-JP28 open.

Depending on your equipment, you then connect the input as you would connect the 2-wire or 4-wire analog input (described above).

Determining Cable Lengths for the Analog Interface

This section describes the required cable lengths for the analog interface.

Referring to Figure 3-3, for optimal performance, the combined distances between the PABX and the Punch Down Block (KRONE) and the Punch Down Block and NiceCall Focus III (x + z) should not exceed 300 meters (or 1000 ft).

In addition, the combined distances between each telephone and the Punch Down Block and the Punch Down Block and NiceCall Focus III (y + z) should not exceed 300 meters (or 1000 ft).

Figure 3-3 Cable Lengths for the Analog Interface

NiceCall Focus III

Punch Down Block (KRONE)

PABXPhone

X Y

Z

x z+ 300m≤y z+ 300m≤

Recommended cablelengths are as follows:

(1000 ft)(1000 ft)




Connecting Analog Input via an Open-leads Cable to NiceCall Focus III

You terminate the open-leads cable on the NiceCall Focus III side with a 50-pin male connector. The 50-pin male connector is then plugged into the connector on the ALI PCI board on the rear panel of NiceCall Focus III. Each ALI PCI board in the unit can receive up to 24 analog inputs.

Figure 3-4 provides an illustration of an open-leads cable connected to NiceCall Focus III.

Figure 3-4 ALI PCI Board Interfacing an Open-leads Cable

ALI PCI Interface Board Pinouts on page 34 describes which pins on the ALI PCI board correspond to the input channels on NiceCall Focus III.

NOTE: • The 50-pin male connector must be a straight connector! A right-angle connector is not

compatible with the chassis.For cable-type specifications, see the NiceCall Focus III Hardware Guide.

• If the open-leads cable was purchased from NICE Systems, each pair of wires is labeled for a channel number. The cable colors are according to TELCO 50-pin standard.

• Each time you connect a cable to NiceCall Focus III, write down to which ALI PCI board the cable is connected.

Open Leads Cable

NiceCall Focus III

Open leads from PABX

Use a straight connector! A right-angleconnector is not compatible with the NiceCall Focus III chassis.

50-pin maleconnector

ALI PCI board

Analoginput

Punch Down Block(KRONE)




To connect an open-leads cable:

1. Referring to ALI PCI Interface Board Pinouts on page 34, wire each open-leads cable (colors according to TELCO 50-pin standard).

2. Referring to Figure 3-4 on page 33, connect each open-leads cable to a NiceCall Focus III ALI PCI board. Tag the cables.

ALI PCI Interface Board Pinouts

This section provides the ALI PCI interface board pinouts for the 2-wire and 4-wire analog interface.

ALI PCI Interface Board Pinouts for 2-Wire Analog Input

The following table provides pinout information for the ALI PCI board interfacing 2-wire analog input.

Table 3-1: Pinouts to Eight ALI PCIs in a Unit - 2-Wire Analog Input

PinsALI PCI Board Number and Input Channels

1st ALI PCI 2nd ALI PCI

1/26 1 25

2/27 2 26

3/28 3 27

4/29 4 28

5/30 5 29

6/31 6 30

7/32 7 31

8/33 8 32

9/34 9 33

10/35 10 34

11/36 11 35

12/37 12 36

13/38 13 37

14/39 14 38

15/40 15 39

16/41 16 40




ALI PCI Interface Board Pinouts for 4-Wire Analog Input

The following table provides pinout information for the ALI PCI board interfacing 4-wire analog input.

17/42 17 41

18/43 18 42

19/44 19 43

20/45 20 44

21/46 21 45

22/47 22 46

23/48 23 47

24/49 24 48

Table 3-1: Pinouts to Eight ALI PCIs in a Unit - 2-Wire Analog Input (Continued)


1st ALI PCI 2nd ALI PCI

IMPORTANTWhen connecting your input to NiceCall Focus III, do not mix the TX and RX pairs! For example, referring to the table below, you can connect the TX pair from the first line to either 1+26 or to 2+27, but you must not connect this pair to 1+2 or to 26+27.

Table 3-2: Pinouts to Eight ALI PCIs in a Unit - 4-Wire Analog Input


1st ALI PCI 2nd ALI PCI 3rd ALI PCI 4th ALI PCI

1/262/27

1+2 25+26 49+50 73+74

3/284/29

3+4 27+28 51+52 75+76

5/306/31

5+6 29+30 53+54 77+78

7/328/33

7+8 31+32 55+56 79+80

9/3410/35

9+10 33+34 57+58 81+82




11/3612/37

11+12 35+36 59+60 83+84

13/3814/39

13+14 37+38 61+62 85+86

15/4016/41

15+16 39+40 63+64 87+88

17/4218/43

17+18 41+42 65+66 89+90

19/4420/45

19+20 43+44 67+68 91+92

21/4622/47

21+22 45+46 69+70 93+94

23/4824/49

23+24 47+48 71+72 95+96

Table 3-2: Pinouts to Eight ALI PCIs in a Unit - 4-Wire Analog Input (Continued)


1st ALI PCI 2nd ALI PCI 3rd ALI PCI 4th ALI PCI




Connecting an External Trigger to NiceCall Focus III

You can connect an external trigger device (not supplied by NICE Systems) to an external trigger bracket which connects to the ALI PCI board installed in NiceCall Focus III. Referring to Figure 3-5, you connect the external trigger device to an external trigger input bracket via a cable with a 25-pin connector.

External Trigger Bracket Pinouts for External Trigger Input on page 39 describes which pins on the external triggering bracket correspond to the input channels on NiceCall Focus III.

Figure 3-5 External Trigger Input Bracket and ALI PCI Board

External

input brackettrigger

ALI PCIboard

25-pin connector

NiceCall Focus III

Not in use

to external trigger cable




To connect an external recording trigger to an ALI PCI board:

• Connect a 25-pin connector to the external trigger bracket.

IMPORTANTTo trigger recording on a channel, you must connect its associated pin on the trigger bracket to the ground (pin #13). When a channel’s pin on the trigger bracket is disconnected (floating), recording will not be triggered. See the following diagram.

External trigger bracket

Triggerdevice

1

2

25

13

13

24

NOTE: In the NICE System Administrator application channels setup, external recording triggering is set by selecting “External” for Activity Detection. For details, see the NICE System Administrator’s Manual: Setting Up Audio Input Channels: Audio Activity Parameters.




External Trigger Bracket Pinouts for External Trigger Input

Table 3-3: External Trigger Bracket Pinouts for External Trigger Input

Pin # Logger Input Channel

1 1

2 3

3 5

4 7

5 9

6 11

7 13

8 15

9 17

10 19

11 21

12 23

13 GND

14 2

15 4

16 6

17 8

18 10

19 12

20 14

21 16

22 18

23 20

24 22

25 24



Connecting Digital Extension and ISDN Input

Connecting Digital Extension and ISDN Input Digital extension and ISDN input interface NiceCall Focus III using the NATI PCI board for passive digital recording. The following digital extension interfaces are supported: Nortel, NEC, Avaya (Lucent), Ericsson, Phillips, Siemens, Tadiran, Telrad, Aspect, Alcatel, and Matra.

Digital Extension Input

Each NATI board interfaces up to 24 digital extensions. Each terminal line is a 2-wire loop at a line rate of 512 Kbps (Nortel, NEC), 384 Kbps (Avaya, Ericsson, Phillips, Siemens, Tadiran, Telrad), 682.7 Kbps (Alcatel), or 256 Kbps (Aspect, Matra).

ISDN Input

Each NATI board interfaces up to 12 ISDN ST interface (4-wire) lines at a line rate of 192 Kbps. Up to two terminals can be connected to each line, enabling the NATI board to interface up to 24 extensions.

This section provides information about the following topics:

• Connecting Digital Extension or ISDN Input to NiceCall Focus III

• NATI PCI Interface Board Pinouts




Connecting Digital Extension or ISDN Input to NiceCall Focus III

Passive digital recording is mainly used for total or all channel recording of digital extensions. High impedance tapping is implemented.

When implementing passive digital recording, a passive coupler is required. This ensures that the connection to NiceCall Focus III does not interfere with the digital phone set or switch. Recording is implemented either by energy detection or signaling.

Referring to Figure 3-6, installation cable connections are as follows:

• Cable A provides the connection between the Punch Down Block (KRONE) and the passive coupler. This is an open-leads cable terminated on one end by a 50-pin female connector. It can be used for up to 24 digital extension channels. NICE supplies a 2-meter long (maximum length allowed) cable for this purpose.

• Cable B provides the connection between the passive coupler and NiceCall Focus III. This customer-supplied cable must be terminated at both ends by 50-pin male connectors. This too can be used for up to 24 digital extension channels.

For guidelines in determining the maximum length of this cable, see Determining the Length of the Customer-Supplied Cable on page 42.

For cable type specifications, see NiceCall Focus III Hardware Guide.

Figure 3-6 Recording Digital Extensions via a Passive Coupler (Example)

NiceCall Focus III

Passive coupler

MALEMALEFEMALE

Cable B Cable-A

Punch Down Block

NATI PCIboard

50-pin Centronics cable(Customer-Supplied)

Open-Leads2m Cable (6 ft)

PABX

(KRONE)




Determining the Length of the Customer-Supplied Cable

Referring to Figure 3-7, the greater the length of L1 + L2, the shorter L3 must be. Or, the greater the combined distances between the telephone and the PABX, the closer NiceCall Focus III should be to the Punch Down Block (KRONE).

Figure 3-7 Cable Distances for the Digital Extension Interface

Maximum recommended distances are as follows:

For example, at a site using the Nortel switch, if the distance between the Punch Down Block (KRONE) and the PABX (L1) is 200m (650 ft), and the distance between the Punch Down Block and the telephone (L2) is 500m (1650 ft), then the distance between the Punch Down Block and NiceCall Focus III (L3) can be up to 100m (300 ft). However, if the distance between the Punch Down Block and the PABX (L1) is 100m (300 ft), and the distance between the Punch Down Block and the telephone (L2) is 400m (1300 ft), the distance between the Punch Down Block and NiceCall Focus III (L3) can be up to 200m (650 ft).

• Nortel, Avaya (Lucent), Siemens, Phillips, Tadiran, Telrad interfaces

L1 + L2 + L3 < 800m (2600 ft)

L3 < 200m (650 ft)

• Ericsson, Aspect, Alcatel, NEC, Matra, ISDN interfaces

L1 + L2 + L3 < 700m (2300 ft)

L3 < 200m (650 ft)

PABXL1 L2

L3

Passive

Punch Down Block (KRONE)

NATI PCI board

coupler

NICE-supplied2-meter open leadscable




To connect passive digital connections to a NATI PCI board:

1. Install NiceCall Focus III on the rack. See Installing NiceCall Focus III on page 23.

2. Connect the open-leads from the NICE-supplied open-leads 2 meter length cable to the Punch Down Block (KRONE).

In Figure 3-6 this is depicted as Cable A.

3. Connect the 50-pin connector from the NICE-supplied open-leads 2 meter length cable (Cable A) to the passive coupler. See Figure 3-6.

4. Using the customer-supplied cable, connect one end of the cable to the passive coupler. Then connect the other end to the NATI board in NiceCall Focus III.

In Figure 3-6 this is depicted as Cable B.

5. Connect all NATI boards by repeating the previous steps.

For information about the NATI board pinouts, see Table 3-4: Pinouts to Four NATI PCIs in a Unit - Digital Extension Input on page 44 or Table 3-5: Pinouts to Four NATI PCIs in a Unit - ISDN Input on page 45.




NATI PCI Interface Board Pinouts

This section provides the pinouts for digital extension and ISDN input.

Pinouts for Digital Extension Input

The following table provides pinout information for the NATI PCI board interfacing digital extension input.

Table 3-4: Pinouts to Four NATI PCIs in a Unit - Digital Extension Input

PinsNATI PCI Board Number and Input Channels

1st NATI PCI 2nd NATI PCI

1/26 1 25

2/27 2 26

3/28 3 27

4/29 4 28

5/30 5 29

6/31 6 30

7/32 7 31

8/33 8 32

9/34 9 33

10/35 10 34

11/36 11 35

12/37 12 36

13/38 13 37

14/39 14 38

15/40 15 39

16/41 16 40

17/42 17 41

18/43 18 42

19/44 19 43

20/45 20 44

21/46 21 45

22/47 22 46

23/48 23 47




Pinouts for ISDN Input

The following table provides pinout information for the NATI PCI board interfacing ISDN input.

24/49 24 48

Table 3-4: Pinouts to Four NATI PCIs in a Unit - Digital Extension Input (Continued)


1st NATI PCI 2nd NATI PCI

IMPORTANTWhen connecting your input to the NiceCall Focus III, do not mix the TX and RX pairs! For example, referring to the table below, you can connect the TX pair from the first line to either 1+26 or to 2+27, but you must not connect this pair to 1+2 or to 26+27.

Table 3-5: Pinouts to Four NATI PCIs in a Unit - ISDN Input


1st NATI PCI 2nd NATI PCI 3rd NATI PCI 4th NATI PCI

1/262/27

1+2 25+26 49+50 73+74

3/284/29

3+4 27+28 51+52 75+76

5/306/31

5+6 29+30 53+54 77+78

7/328/33

7+8 31+32 55+56 79+80

9/3410/35

9+10 33+34 57+58 81+82

11/3612/37

11+12 35+36 59+60 83+84

13/3814/39

13+14 37+38 61+62 85+86

15/4016/41

15+16 39+40 63+64 87+88

17/4218/43

17+18 41+42 65+66 89+90




19/4420/45

19+20 43+44 67+68 91+92

21/4622/47

21+22 45+46 69+70 93+94

23/4824/49

23+24 47+48 71+72 95+96

Table 3-5: Pinouts to Four NATI PCIs in a Unit - ISDN Input (Continued)


1st NATI PCI 2nd NATI PCI 3rd NATI PCI 4th NATI PCI



Configuring NiceCall Focus III


Mapping the Channels in the Logger Definition Tool

In the Logger Definition Tool, you configure the input channels based on the recording type used at the site.

You can access the Logger Definition Tool in two ways:

• Independently via the Server Controller

• By running the NiceCLS Configuration Wizard

To map the channels in the Logger Definition Tool:

1. From the Start menu, choose Programs, NiceCLS Server 8.9, NiceCLS Server Controller to open the NiceCLS Server Controller window.

2. To open the Logger Definition Tool independently: From the Configuration menu, choose Logger Definition Tool.

-or-Run the Configuration Wizard: From the Configuration menu, choose Configuration Wizard.

3. In the Station column, type the station number that is physically connected to the channel. The configuration must be mapped to reflect the physical connections of extensions to channels in NiceCall Focus III.

4. From the File menu, choose Build Map File.

An input channel map file is created in the path defined in the accs_api.ini file, with the name x.map (where x is the serial number for which the file is generated).

5. Restart the Channel Server to apply the channel parameters.

NOTE: When two switches are installed at the site, you must define the Switch ID manually.




The table below shows the Logger Definition Tool configuration for each recording type.

Table 3-6: Logger Definition Tool Configuration

Recording Type Configuration

Extension-Side Recording - one switch

In the Station column, type the station number that is physically connected to the channel. The configuration must be mapped to reflect the physical connections of extensions to channels in NiceCall Focus III.




Extension-Side Recording - two switches

In the Station column, type the station number that is physically connected to the channel. The configuration must be mapped to reflect the physical connections of extensions to channels in NiceCall Focus III.NOTE: When you have two switches at the site, you must define the Switch ID manually.

Table 3-6: Logger Definition Tool Configuration (Continued)

Recording Type Configuration




Installing the Integration Driver

The driver must be configured via the Driver Quick Setup. You can access the Quick Setup in two ways:

• Via the Server Controller

• From the NiceCLS Configuration Wizard - The Driver Quick Setup is the last procedure of the NiceCLS Configuration Wizard.

The following Quick Setups are provided for the drivers that are compatible with NiceCall Focus III:

• Running the AVAYA CDR Quick Setup on page 50

• Running the Nortel CDR Quick Setup on page 51

• Running the VOX Quick Setup on page 53

Running the AVAYA CDR Quick Setup

To run the Avaya CDR Quick Setup:

1. From the Server Controller Switch menu, choose Switch Driver Setup > Avaya CDR Driver Setup.

-or-Run the Configuration Wizard. The Driver Quick Setup appears as the last procedure in the wizard.

The Avaya CDR Driver Setup Welcome window appears.

2. Click Next. The following window appears.

IMPORTANTWhen you have two or more switches installed at your site, each Switch ID must be unique. When the two switches include an Avaya or Nortel switch in addition to a VOX switch, the Nortel or Avaya switch is primary and its Switch ID must be defined as 1. When VOX switches only are installed at the site, VOX Switch IDs must be allocated serially (that is, 1, 2, etc.) according to the number of switches installed at the site.

IMPORTANTIf you have multiple drivers in the site, you must configure each driver, one by one by running the entire Quick Setup for each driver. Each time you run the Quick Setup, select a different driver and configure its parameters.




Figure 3-8 Avaya CDR Quick Setup - Driver Parameters

3. Configure as follows:

a. In the Driver to Configure field, choose the number of this installation.

b. Choose the network parameters according to the site’s network configuration.

4. Click Apply. A confirmation message appears.

5. Click Finish.

Running the Nortel CDR Quick Setup

To run the Nortel CDR Quick Setup:

1. From the Server Controller Switch menu, choose Switch Driver Setup > Nortel CDR Driver Setup.


The Nortel CDR Driver Setup Welcome window appears.

TIP: Click Check COM to verify that the connection to the COM port is successful.

IMPORTANTIf you have multiple drivers in the site, you must configure each driver, one by one by running the entire Quick Setup for each driver. Each time you run the Quick Setup, select a different driver and configure its parameters.





Figure 3-9 Nortel CDR Quick Setup - Driver Port Settings


a. In the Switch ID field, choose the number of this installation.

b. Choose the network parameters according to the site’s network configuration.

c. In the Events Reporting Mode field, choose which kind of events should be sent to the Call Server: CDR, CTI or both.


Figure 3-10 Nortel CDR Quick Setup - Position - Extension Settings




5. In each row, map the agent ACD line to the extension PBX line.

If you want the agent positions to be reported to the Call Server (rather than the extensions), check the Translate Extension to Position checkbox.

6. Click Finish.

Running the VOX Quick Setup

When configuring the VOX driver, you must choose the Logger Sessions NiceCLS working mode.

To run the VOX Quick Setup:

1. From the Server Controller Switch menu, choose Switch Driver Setup > VOX Driver Setup.


The VOX Driver Setup Welcome window appears.

Figure 3-11 VOX Quick Setup - Welcome Window

2. Click Next. The Driver Working Mode window appears.

IMPORTANTIf you have multiple drivers in the site, you must configure each driver, one by one by running the entire Quick Setup for each driver. Each time you run the Quick Setup, select a different switch ID and configure its parameters.




Figure 3-12 VOX Quick Setup - Driver Working Mode Window

3. Select the Logger Sessions working mode.

4. Click Next. The Switch ID Definition window appears.

Figure 3-13 VOX Quick Setup - Switch ID Definition Window

Type the switch ID number and click Add To List.

5. Click Next. The Loggers List window appears.

NOTE: Every cycle (usually 5 minutes) the driver queries the NiceCall Focus III session database for all the sessions from the last query. Then, for each session, the driver creates a call and inserts it into the CAPI.

TIP: You can check the Switch ID defined in the Logger Definition Tool as follows:• Open the Logger Definition Tool.

• From the Edit menu, choose Switches. The Switch Configuration window appears showing the Switch ID.




Figure 3-14 VOX Quick Setup - Loggers List Window

Select the NiceCall Focus III machine and move it to the Selected Loggers list box.

6. Click Next. The Additional Parameters window appears.

Type the interval (in milliseconds) of each session. This value must be greater than 180,000.

Figure 3-15 VOX Quick Setup - Additional Parameters Window

7. Click Finish.


Chapter 4: Connecting NiceCall Focus III to its Environment


57

4

Connecting NiceCall Focus III to its Environment

This chapter explains how to connect NiceCall Focus III to its environment.

Contents

Connecting NiceCall Focus III to the Network .............................................................58Setting the Local Time................................................................................................58Connecting NiceCall Focus III to the LAN..................................................................60Setting up NiceCall Focus III’s IP Address.................................................................61Troubleshooting the LAN Connection ........................................................................63

Defining the Trap Destination IP Address....................................................................65

Defining the Site in System Administrator...................................................................66

Customizing Network Backup for NiceCLS .................................................................67Defining a Backup Folder...........................................................................................67Defining the Backup Devices in SQL Server Enterprise Manager .............................68

58 Chapter 4: Connecting NiceCall Focus III to its Environment


Connecting NiceCall Focus III to the Network

Connecting NiceCall Focus III to the NetworkNiceCall Focus III is connected to the Ethernet LAN by physically connecting the unit to an available port on an Ethernet switch or hub, using UTP (Unshielded Twisted Pair) cabling.

LAN interface is on-board the CPU. Speeds of 10 Mbps and 100 Mbps are available.

Setting the Local Time

To set the local time in Microsoft Windows XP:

1. From the Start menu, choose Settings, Control Panel. In the Control Panel, double-click the Date and Time icon.

2. Click the Date & Time tab and set the correct date and time for your time zone.

3. Click the Time Zone tab.

• Set the time zone according to your site location.

• Uncheck Automatically adjust clock for daylight saving changes.

Figure 4-1 Date and Time Properties Window - Time Zone Tab

4. Click the Internet Time tab and uncheck Automatically synchronize with an Internet Time Server.

NOTE: Unless requested otherwise by the dealer, NiceCall Focus III will not arrive at the site with its actual IP address predefined. You will need to define the IP address on site.




Figure 4-2 Date and Time Properties Window - Internet Time Tab

5. Click OK.




Connecting NiceCall Focus III to the LAN

Before connecting NiceCall Focus III to the LAN, ensure that your site has:

• One or more Ethernet switches or hubs, with at least the same number of available ports as there are NiceCall Focus III units and PCs to be connected to the network.

• For each Ethernet switch or hub, one power cable and outlet.

• For each NiceCall Focus III unit, one Ethernet UTP cable.

To connect NiceCall Focus III to the LAN:

1. Configure the IP address.

See Setting up NiceCall Focus III’s IP Address on page 61.

2. Using your system administrator’s guidance, connect NiceCall Focus III to the LAN as described here:

a. Connect one end of the UTP cable to the RJ-45 jack on the unit’s CPU (rear panel).

b. Connect the other end of the UTP cable to an available port on the Ethernet switch or hub.

3. Verify that NiceCall Focus III is physically connected to the network.

NOTE: Since the network software is running on NiceCall Focus III, the Link LED on the switch or hub should now light up.If connectivity problems arise, see Troubleshooting the LAN Connection on page 63.




Setting up NiceCall Focus III’s IP Address

This section provides instructions for setting the IP address in Windows XP.

To set NiceCall Focus III’s IP address in Windows XP:

1. From the Start menu, choose Settings, Network Connections.

The Network Connections window appears.

Figure 4-3 Network Connections Window

2. Right-click Local Area Connection and choose Properties from the displayed menu.

The Local Area Connection Properties window appears.

IMPORTANT• When your site uses a domain network configuration, the NiceCall Focus III login username

must be included in the Administrator's group in the Domain Controller.

• The unit’s IP address and settings must be supplied by your system administrator.

Local area connection




Figure 4-4 Local Area Connection Properties Window

3. In the components area, mark the Internet Protocol (TCP/IP) option.

4. Select Show icon in notification area when connected.

5. Click Properties.

The Internet Protocol Properties window appears.

Figure 4-5 Internet Protocol (TCP/IP) Properties Window

6. Select Use the following IP address and type the IP address, Subnet mask and Default gateway in the appropriate fields.




• To define additional IP parameters (such as DNS and WINS parameters), click the Advanced button. Define parameters as needed, and click OK.

7. Click OK.

8. In the Local Area Connection Properties window (see Figure 4-4), click OK to end the procedure.

Troubleshooting the LAN Connection

This section provides procedures for:

• Troubleshooting Your Hardware

• Troubleshooting Speed Synchronization Failure

• Verifying the TCP/IP Configuration

Troubleshooting Your Hardware

If you see that the physical connection between NiceCall Focus III and the LAN is down (the LED on the NIC is off), you must check the hardware at the site.

To troubleshoot your hardware:

• Check the physical connection between NiceCall Focus III or NiceCLS and the switch or hub by checking the following hardware along the path:

• Network adapter

• Cable

• Switch/hub

• LAN outlet (if one exists)

Troubleshooting Speed Synchronization Failure

This procedure enables you to check and configure your speed synchronization. Optimally, NiceCall Focus’s speed and duplex should be configured to 100 Full Duplex.

To troubleshoot your speed sychronization:

1. On the desktop, right-click My Network Places. From the drop-down menu, choose Properties.

2. Right-click Local Area Connection and choose Properties.

3. Click Configure.

4. Click the Advanced tab.




5. Select the Property called Link Speed & Duplex, or Connection Type, or Media Type.

6. Change the value as follows:

• If your site is using a hub, set the Duplex Mode to 100 Half Duplex or 10 Half Duplex (depending on the hub at the site).

• If your site is using a network switch, set the Duplex Mode to 100 Full Duplex.

7. Verify the connection speed by checking the speed on the switch/hub, or on the Network Adapter LEDs.

8. If connectivity still fails:

a. Reset the switch/hub port.

b. Check that the switch/hub configuration (speed and Duplex) matches the Network Interface Card configuration.

Verifying the TCP/IP Configuration

To verify the TCP/IP configuration:

• Check that the following TCP/IP properties correspond with your system administrator’s site definitions:

• IP address

• Subnet mask

• Default gateway

• DNS server address

• WINS server address

NOTE: This property name may vary, depending on the LAN chipset.

TIP: If the connection still fails, gradually reduce Duplex Mode to 100 Half Duplex, then 10 Full Duplex, then 10 Half Duplex.



Defining the Trap Destination IP Address

Defining the Trap Destination IP Address

To enable NiceCall Focus III to send traps to the SNMP Manager Console, you must define the IP address of the trap destination on NiceCall Focus III.

To define the trap destination IP address:

1. From the Control Panel, choose Administrative Tools > Services. The Services window appears.

2. Right-click SNMP Service and choose Properties. The SNMP Service Properties window appears. Click the Traps tab.

Figure 4-6 SNMP Service Properties Window - Traps Tab

3. In the Community Name field, type public and click Add to list.

4. In the Traps Destinations area, click Add.

5. In the displayed window, type the IP address or computer name of the SNMP Manager Console server at the site. Then click Add.

6. Click OK to close the SNMP Services window. Then restart SNMP Service.

The IP address is now listed in the Trap Destinations area. For more information about configuring SNMP Service, see SNMP Manager Installation Guide.

IMPORTANTThis section describes how to define the trap destination only. For complete instructions on configuring SNMP Service, see SNMP Manager Installation Guide.



Defining the Site in System Administrator

Defining the Site in System AdministratorAfter NiceCall Focus III is installed at your site, you must define the NICE components in the System Administrator application.

The following workflow describes the steps involved in configuring your site. Refer to the NiceCall Focus III Administrator’s Guide for details.

Define the Site Name

Define the NiceCall

Define the NiceCLS Server

Define the Users

Focus III Voice Recorder

(installed on NiceCall Focus III)

Define the Groups

Media Library? Define the Media Library

Manually / Using the Uploader



Customizing Network Backup for NiceCLS

Customizing Network Backup for NiceCLS If the NiceCall Focus III unit at your site does not include a backup device for the NiceCLS database, you must define a shared folder on another station on the network to enable backup to this station. This configuration enables the two NiceCLS databases (nice_cls and nice_audit) to be backed up daily to a shared folder on a networked station.

Customizing your network backup for NiceCLS involves:

• Defining a Backup Folder

• Defining the Backup Devices in SQL Server Enterprise Manager

Defining a Backup Folder

Defining a backup folder involves:

• Creating the NiceDbBackup user (with password nicecti) on a networked station. The NiceDbBackup user does not have to be a member of the Administrators group.

• Creating a new folder called DbBackup. Then, you need to enable full sharing permissions for the NiceDbBackup user. This location must have at least 18 GB of free hard disk space.

To define a backup folder:

1. On the networked station, create a folder and name it DbBackup.

2. Enable full control for the NiceDbBackup user as shown here:

a. Right-click on the folder and choose Sharing and Security.

b. In the Sharing tab, mark the Share this folder radio button.

c. Click Permissions and allow Full Control permissions for the NiceDbBackup user.

d. Click the Security tab and assign Full Control permissions for the NiceDbBackup user.

e. Click OK.

NOTE: This procedure provides customization instructions only. If you need to configure network backup from scratch, see Configuring Network Backup for NiceCLS on page 126.




Defining the Backup Devices in SQL Server Enterprise Manager

This section explains how to define the backup devices in the SQL Server Enterprise Manager.

To define backup devices:

1. From the Start menu, choose SQL Server>Enterprise Management.

Figure 4-7 SQL Server Enterprise Manager Window

2. Define two new backup devices (one for nice_audit_remote and one for nice_cls_remote), as follows:

a. Right-click the Management/Backup branch and choose New Backup Device. The New Device window appears.

b. In the Name field, type nice_cls_remote.

c. Select the File Name radio button. In the File Name field, browse to the shared folder on the network.

d. Click OK.

e. Repeat this process for nice_audit_remote.

See Figure 4-8.

IMPORTANTYou must use nice_cls_remote and nice_audit_remote as your backup device names! If you do not use these names, backup will not work properly.




Figure 4-8 New Backup Device Window


Appendix A: Configuring Workstations at the Site


71

A

Configuring Workstations at the Site

NiceCall Focus III enables you to install the NICE applications (Query, Monitor, Administrator and SNMP Manager) to additional workstations on the LAN. You can then access the NiceCall Focus III from these workstations.

Contents

Workstation Requirements ............................................................................................72

Setting Up a Workstation IP Address ...........................................................................74

Adding SNMP Service to the Workstation....................................................................77

Installing the NICE Workstation Applications..............................................................78

Installing Scenario Replay and Last Message Replay ................................................80

IMPORTANTIf your site uses the Scenario Replay application, you must install it on a separate workstation. See Installing Scenario Replay and Last Message Replay on page 80.

72 Appendix A: Configuring Workstations at the Site


Workstation Requirements


Hardware Requirements

The following hardware configuration is required for each PC that will run NICE applications:

• IBM, or compatible PC, with a Pentium 233 MHz CPU or higher

• RAM:

• Free disk space:

• If the Media Library Server will run on the workstation: 200 MB for NICE applications

• All other workstations: 50 MB for NICE applications

• One CD ROM disk drive (for software installation)

• 14” or larger SVGA monitor

• Graphic card supporting 256 colors with a resolution of 800 x 600 or better

• Desktop mouse, or compatible pointing device

• LAN card (Ethernet or Token-ring)

• One available COM port is required for the Media Label Printer option

Software Requirements

Verify that the following software is installed and configured in each workstation before the NICE applications are installed:

• Microsoft Windows 98 or Millennium

-or-Microsoft Windows NT 4.0 (Workstation or Server) and Service Packs 5 or 6

-or-Microsoft Windows 2000 Professional

-or-Microsoft Windows XP

• Windows Internet Explorer 4.01 with Service Pack 2 or higher

• Windows NT 4.0: 64 MB

• Windows 2000: 128 MB




Workstation Installation Workflow

Setting up a workstation running NICE application involves the following steps:

1. Prepare the workstation based on Workstation Requirements on page 72.

2. Workstations running Media Library or SNMP Manager only: Define a fixed IP address on the workstation.

See Setting Up a Workstation IP Address on page 74.

3. Workstations running SNMP Manager only: Install SNMP Service.

See Adding SNMP Service to the Workstation on page 77.

4. Install the NICE workstation applications.

See Installing the NICE Workstation Applications on page 78.

5. Install Scenario Replay and Last Message Replay (optional).

See Installing Scenario Replay and Last Message Replay on page 80.



Setting Up a Workstation IP Address


If a workstation is to be connected to the customer’s existing LAN, then the PC must be assigned a unique IP address that does not conflict with other devices on the customer’s LAN. In addition, the subnet mask must be set according to the customer’s network to which the PC is connected.

If the NiceCall Focus III and additional workstations are on separate networks connected via a router, then the router’s IP address must be set on each PC that is to be used as a workstation. Even if a PC is already network-connected, the dealer must set the router’s IP address in the TCP/IP configuration file.

To set the IP address:

1. From the Start menu, select Settings, Network and Dial-up Connections.

The Network and Dial-up Connections window appears.

Figure A-1 Network and Dial-up Connections Window

2. Right-click on Local Area Connection and select Properties from the displayed menu.

The Local Area Connection Properties window appears.

IMPORTANTThis procedure only needs to be performed if Media Library or SNMP Manager is installed on the workstation. If Media Library or SNMP Manager are not installed on the workstation, the workstation’s IP address can be dynamic.




Figure A-2 Local Area Connection Properties Window

3. In the components area, select the Internet Protocol (TCP/IP) option.

Then, click Properties.

The Internet Protocol Properties window appears.




Figure A-3 Internet Protocol (TCP/IP) Properties Window

4. Select Use the following IP address and type the IP address, subnet mask and default gateway in the appropriate fields.

Click OK.

5. In the Local Area Connection Properties window (see Figure A-2), click OK to end the procedure.

TIP: To define additional IP parameters (such as DNS and WINS parameters), click the Advanced button. Define parameters as needed, and click OK.

IMPORTANTLocate the nicelog.ini file. Open the file and check that the IP address is identical to the correct address already configured for Microsoft Windows. If not, change it to the correct address.



Adding SNMP Service to the Workstation

Adding SNMP Service to the WorkstationThis procedure only needs to be performed when you have SNMP Manager installed on the workstation.

To add SNMP services to a workstation:

1. On the Windows desktop, right-click the Network Neighborhood and choose Properties.

The Network window appears.

2. Click the Services tab.

3. In the Services tab, click Add. The Select Network Service window appears.

4. Select SNMP Services from the list.

5. Insert the SQL Server CD into the CD drive and click OK.

The installation program searches for the required fields and installs the service.

IMPORTANTWhen you install SNMP service after installing the operating system, after performing this procedure, you must reinstall the latest operating system Service Pack.



Installing the NICE Workstation Applications

Installing the NICE Workstation ApplicationsThis section provides instructions for installing the following NICE applications:

• NICE Administrator

• NICE Query

• NICE Monitor

To install the NICE applications:

1. Insert the NICE applications installation CD into the workstation’s CD drive and access the NICE applications files.

2. From the Run window, type F:\setup (where F: represents the CD-ROM drive) and click OK.

-or-Browse to the Setup folder and click the setup.exe file.

The Welcome window appears.

Figure A-4 Welcome Window

3. Click Next.

4. Follow the instructions displayed in each window.

• Type your name, the company name and the application serial number in the Name, Company and Serial fields.

• Enter the destination folder for the installation files.

The Select Components window appears.



Installing the NICE Workstation Applications

Figure A-5 Select Components Window

5. Mark the applications (Administrator, Query, and Monitor) and click Next.

6. In the displayed window, enter the path to the destination folder where the system files will be stored.

7. Click Next. The Data Source Name window appears.

Figure A-6 Data Source Name Window

8. Type the full IP address of NiceCall Focus III and click Next.

9. Follow the instructions in the remaining installation windows.

10. At the end of the wizard, click Finish.

The NICE application files are installed. This process takes several minutes.



Installing Scenario Replay and Last Message Replay

Installing Scenario Replay and Last Message ReplayThe Scenario Replay application enables users to locate and listen to recordings of calls and transmissions. The installation must take place on a workstation connected to the LAN.

Before installing the software, check that the workstation meets the hardware and software requirements. Then, install the software and verify that recordings can be played. See the Scenario Replay Installation Guide.

IMPORTANTA sound blaster is required on the workstation.

Appendix B: Installing NiceCall Focus III From Scratch


81

B

Installing NiceCall Focus III From Scratch

NiceCall Focus III arrives at the site after all its software has been installed. However, if for any reason you need to reinstall the software, this section provides guidelines and instructions on how to do this.

Contents

System Requirements ....................................................................................................82

Installing and Configuring the NiceCall Focus III Software........................................83

Configuring Network Backup for NiceCLS.................................................................126

82 Appendix B: Installing NiceCall Focus III From Scratch


System Requirements

System Requirements

Required Software

• Windows XP + Service Pack 2

• Microsoft SQL Server 2000 Desktop Edition, SP3A

• NiceLog Logger Version 9.03

• NiceCLS Server Version 8.9

• NICE Applications Version 8.9

Installation Guidelines

• NiceCLS Server software must be installed before you install NICE applications.

• When configuring IP addresses for different components, do not use the local host address (127.0.0.1). Always use the machine’s full IP address.

• After installation, locate the following registry key and remove the KillNTVDMTime parameter.

HKEY_LOCAL_MACHINE\ SOFTWARE\NICECTI\SYSTEM\DISPATCH

• The Windows XP display settings must be set to 16 million colors.

• When NiceCall Focus III is installed from scratch and/or the NiceCall Focus III database is deleted (manually or by Log Init), you must reboot the machine after NiceCall Focus III finishes building its database.

• After you install the NiceCall Focus III software and the NICE applications, you may need to perform the following procedure to enable the queries to function:

If you define an SQL password via the NiceCLS Server Controller, you must also perform the following procedure:

a. Open NICE Administrator.

b. Double-click on the NiceCLS branch.

The following message appears:

c. Type the password that you defined in the SQL installation and click OK.

If you do not perform this step, Scenario Replay and NICE Query will be unable to run a query successfully.



Installing and Configuring the NiceCall Focus III Software


Installation and Configuration Procedures at a Glance

To install and configure the NiceCall Focus III software:

1. Install Windows XP + Service Pack 2.

2. Create disk partitions as follows:

Drive C - 15 GB NTFS

Drive D - 30 GB NTFS

Drive E - the remaining hard disk volume

Figure B-1 Disk Partitions (Example)

IMPORTANTBefore installing NiceCall Focus III software, verify that:

• All hardware components have been installed correctly and are all connected.

• BIOS software is configured.

• RAID only: The RAID array is configured.

NOTE: If your system includes a RAID Controller:

• Ensure to define an array before performing the procedures described here.

• You can only install the operating system using a Ghost image.




3. Configure the following local parameters:

• Machine Name

• Machine IP

• Time Zone

• Local Security Policy

• User accounts and automatic login

4. Install SNMP Service.

To install SNMP Service:

a. From the Start menu, select Settings > Control Panel > Add or Remove Programs.

b. Click Add/ Remove Windows Components. The Windows Components Wizard starts.

c. Select Management and Monitoring Tools and click Next. A message appears prompting you to insert the Windows CD.

d. Click OK. SNMP Service installed. The Wizard Complete window appears.

e. Click Finish.

5. Install the following drivers:

• DirectX 9.0. See Installing DirectX on page 87.

• LAN adapter. See Installing the LAN Adapter on page 90.

Configure the LAN. See Connecting NiceCall Focus III to the Network on page 58.

• Chipset. See Installing the Motherboard Driver on page 93

• Audio card. See Installing the Audio Card Driver on page 92

• Graphic card. See Installing the Graphic Driver on page 96.

See Installing Basic System Drivers on page 87.

6. RAID only: Install Adaptec Storage Manager and verify RAID status.

See Installing the Adaptec Storage Manager on page 98.

7. Run Windows XP updates. When complete, disable Windows Updates.

8. Install Alarm Board:

• Install the Alarm Board software.

• In Windows, update Alarm Board USB driver and Alarm Board driver.

See Installing the NICE Alarm Board Driver on page 102.

9. Configure the firewall.

See Configuring the Firewall on page 106.

10. Install antivirus program and run live-update.




11. Install SQL Server for NiceCall Focus III. Then install its Hot Fix.

See Installing the SQL Server for NiceCall Focus III on page 111.

12. Install NiceLog Logger Version 9.03.

See Installing the NiceLog Logger Software on page 117

13. In Windows, update the drivers for the NICE interface boards.

14. Configure SNMP Agent.

• Allow Agent to interact with desktop.

• Configure the trap destination.

See Defining the Trap Destination IP Address on page 65.

15. Install NiceCLS:

a. Install NiceCLS Version 8.9.

b. Install NiceCLS Version 8.9 with the latest Service Pack. Do not restart when prompted.

c. Stop the following services: AudTrail32, Nplus1, SNMP.

d. Install NiceCLS Hot Fix for NiceCall Focus III.

e. Restart the machine.

f. Install NiceCLS Integration 8.9 with the latest Service Pack.

See NiceCLS Installation Guide Version 8.9.

16. Optional: Install NICE Inserter.

17. Install NICE Applications Version 8.9 with the latest Service Pack. Install the Hot Fix.

See Installing the NICE Applications on page 121.

18. Define the site in System Administrator.

See Defining the Site in System Administrator on page 66.

19. Start the Voice Logger components.

IMPORTANTWhen configuring IP addresses for different components do not use the local host address (127.0.0.1). Always use the machine’s full IP address.

IMPORTANTWhen installing NiceCall Focus III from scratch and/or the NiceCall Focus III database is deleted (manually or by Log Init), you must reboot the machine after NiceCall Focus III finishes building its database.




20. Run the NiceCLS Configuration Wizard.

a. Run the Switch Driver Setup.

b. Configure the Input Channels using the Logger Definition Tool.

c. Customize the Calls Database (optional).

21. Start the NiceCLS Manager.

22. Install the SNMP Manager Console and, if needed, the latest Service Pack.

See Installing the SNMP Manager Console on page 123.




Installing Basic System Drivers

The driver installation procedures described in this procedure are accessed from the Supermicro Drivers & Tools installation.

This section describes the following installation procedures:

• Installing DirectX

• Installing the LAN Adapter

• Installing the Audio Card Driver

• Installing the Motherboard Driver

• Installing the Graphic Driver

• Updating the NICE Alarm Board Drivers in Windows

Installing DirectX

To install DirectX:

1. From the Supermicro Drivers & Tools installation, click Microsoft DirectX 9.0.

Figure B-2 Supermicro Drivers & Tools

IMPORTANTMake sure you install the latest driver version!

NOTE: We recommend restarting the machine after installing each driver.




The Microsoft DirectX License license agreement window appears.

Figure B-3 Microsoft DirectX License Agreement Window

2. Select I accept the agreement and click Next. The DirectX Setup window appears.

Figure B-4 DirectX Setup Window




3. Click Next.

The DirectX installation runs.

The Installation Complete window appears.

Figure B-5 Installation Complete Window

4. Click Finish.




Installing the LAN Adapter

To install the LAN Adapter:

1. From the Supermicro Drivers & Tools installation, click Build driver diskettes and manuals.


The Supermicro Build Driver Diskette window appears.

Figure B-7 Supermicro Build Driver Diskette Window




2. Click Make. A message appears informing you to make sure that there is a diskette in the floppy drive. Since NiceCall Focus III does not have a floppy drive, ignore this message.

Figure B-8 Build Driver Diskette Message

3. Click OK. The Intel PRO Network Connections window appears.

Figure B-9 Intel PRO Network Connections Window

4. Click Install Base Driver. A message appears.

Figure B-10 Install Base Driver Message

5. Click OK. The message Installing network drivers...Please wait. is displayed. When installation is complete, click Exit.




Installing the Audio Card Driver

To install the audio card driver:

1. Run the Realtek AC97 Audio wizard. The Welcome window appears.

Figure B-11 Realtek AC97 Audio Setup Wizard

2. Click Next. A progress bar appears indicating that the driver is being installed. When installation is complete, the Wizard Complete window appears.

Figure B-12 Wizard Complete Window

3. Choose Yes, I want to restart my computer now and click Finish.




Installing the Motherboard Driver

1. From the Supermicro Drivers & Tools installation, click Intel 865G/865PE/865P chipset INF files.


The Chipset Software Installation Utility window appears.

Figure B-14 Chipset Software Installation Utility Window




2. Click Next. The License Agreement appears.

Figure B-15 License Agreement

3. Click Yes. Readme information appears.

Figure B-16 Readme Information




4. Click Next. A progress bar appears indicating that the chipset application is being installed. When complete, the Wizard Complete window appears.

Figure B-17 Wizard Complete Window





Installing the Graphic Driver

To install the graphic driver:

1. Run the Intel Graphics Media Accelerator driver installation. The Welcome window appears.

Figure B-18 Intel Graphics Media Accelerator Driver Welcome Window


Figure B-19 Intel Graphics Media Accelerator Driver License Agreement




3. Click Yes. An message appears informing you that the driver is being installed. Then the Installation Complete window appears.

Figure B-20 Intel Graphics Media Accelerator Driver Installation Complete Window





Installing the Adaptec Storage Manager

For information about installing, configuring, and maintaining RAID, see NiceCall Focus III Hardware Guide: Adaptec Serial ATA RAID.

To install the Adaptec Storage Manager:

1. Insert the driver CD and wait for the autorun to start the installation. If this does not occur, browse the CD and double-click autorun.exe.

The installation wizard for Adaptec Storage Manager starts.

Figure B-21 Adaptec Storage Manager Installation Wizard

NOTE: The Adaptec Storage Manager only needs to be installed on systems with RAID.





Figure B-22 License Agreement

3. Click Yes. the Install SNMP Support window appears.

Figure B-23 Install SNMP Support




4. Select No, do not install SNMP support and click Next. The Choose Destination Location window appears.

Figure B-24 Choose Destination Location Window

5. Click Next. The Wizard Complete window appears.

Figure B-25 Wizard Complete




6. Click Finish. The InstallShield Wizard Complete Window appears.

Figure 3 InstallShield Wizard Complete Window

7. Select Yes, I want to restart my computer now. Click Finish.

Adaptec Storage Manager is now installed.




Installing the NICE Alarm Board Driver

To install the NICE Alarm Board driver:

1. Run the Alarm Board setup. The Alarm Board installation wizard starts.

Figure B-1 Alarm Board Setup Wizard

2. Click Next. The Select Installation Folder window appears.

Figure B-2 Select Installation Folder Window




3. To change the installation path, click Browse and choose a new location. Click Next. The Confirm Installation window appears.

Figure B-3 Confirm Installation Window

4. Click Next. A progress bar appears indicating that the alarm board driver is being installed. Then the Installation Complete window appears.

Figure B-4 Confirm Installation Window

5. Click Close.




Updating the NICE Alarm Board Drivers in Windows

You need to update two drivers to enable the NICE Alarm Board to operate.

To update the NICE Alarm Board drivers in Windows:

1. Open the Device Manager. (To open the Device Manager: From the Control Panel, choose Administrative Tools > Computer Management > System Tools > Device Manager.)

2. Right-click USB Device and select Update Driver. The Hardware Update Wizard appears.

Figure B-5 Hardware Update Wizard

3. Choose No, not this time and click Next.

Figure B-6 Install Software for a USB Device




4. Choose Install from a list or specific location and click Next.

Figure B-7 Search and Installation Options

5. Mark Search for the best driver in these locations. Check Search removable media.

6. Check Include this location in the search. Browse to C: Program Files\Nice Systems\Nice Alarm Board.

7. Click Next. A message appears informing you that the software you are installing has not passed the Windows Logo testing. Click Continue Anyway. A message appears indicating that the software in being installed. When installation is complete, the Completing Hardware Update Wizard window appears.

Figure B-8 Completing the Hardware Update Wizard

8. Click Finish.




9. To update the second NICE Alarm Board driver, open the Device Manager (from the Control Panel choose Administrative Tools > Computer Management > System Tools > Device Manager).

10. From the Universal Serial Bus Controllers list, right-click ALARM BOARD and choose Update Driver.

11. Follow steps 3-8. The NICE Alarm Board installation is now complete.

Configuring the Firewall

Windows XP Service Pack 2 provides the following enhanced security features:

• A built-in firewall

• Enhanced security for Internet Explorer

• Checks for a valid signature of programs during installation

By default, a firewall closes all ports to incoming network packets. To enable the NiceCall Focus III components to communicate with one another, you need to open specific ports. For instruction on defining NICE ports, see Adding Ports to the Firewall on page 107.

In addition, sometimes when an application runs for the first time, a warning message appears asking if you want to unblock the application. Unblocking an application will automatically add its name to the firewall Exceptions List. Other times, you will have to add the application manually to the firewall Exceptions List. See Unblocking the Firewall on page 109.




Adding Ports to the Firewall

To add ports to the firewall:

1. From the Start menu, select Settings > Control Panel > Windows Firewall.

The Windows Firewall window appears.

2. Ensure that On (recommended) is selected.

3. Click the Exceptions tab.

The Exceptions tab appears as shown below. File and Printer Sharing and Remote Assistance appear selected.

NOTE: Ensure that Display a notification when Windows Firewall blocks a program is selected.




Figure B-9 Windows Firewall Window

4. Click Add Port. The Add a Port window appears.

Figure B-10 Add a Port Window

5. Referring to TCP/UDP Ports Used by NICE Components on page 109, add a port used by a NICE component. Click OK.

6. Repeat step 5 for all NICE ports.




Unblocking the Firewall

When certain applications run for the first time, a warning message appears asking if you want to unblock the application. Clicking Unblock will add the application to the firewall Exceptions List, enabling you to run the application.

See Figure B-11.

Figure B-11 Windows Security Alert

TCP/UDP Ports Used by NICE Components

NOTE: Although this section provides one firewall unblock example only (ScreenAgent), a similar Windows Security Alert message appears when NICE Supervision, Media Library, Printer Server run for the first time.

Table 1: TCP/UDP Ports Used by NiceCLS Server

Port Used By

TCP

2050 CAPI (Can be configured to use other ports as well.)

1433 Database

UDP

2005 Status Server

2002 Output manager

4387 Lock manager

34462 Lock manager




Table 2: TCP/UDP Ports Used by NiceCall Focus III Voice Recorder

Port Used By

TCP

2011 NiceCom

TCP

2001 NiceCom

UDP

2000 Nicecom

2012

Table 3: TCP/UDP Ports Used by Media Library

Port Used By

UDP

2000

Table 4: TCP/UDP Ports Used by Printer Server

Port Used By

UDP

2006

Table 5: TCP/UDP Ports Used by Storage Center

Port Used By

TCP

7200




Installing the SQL Server for NiceCall Focus III

Installing the SQL Server for NiceCall Focus III involves running the SQL Server installation for NiceCall Focus III, then running its Hotfix.

To install the SQL Server for NiceCall Focus III

1. Run the SQL Server for NiceCall Focus III installation. The following message appears.

Figure B-12 Microsoft .NET Framework 1.1 Setup Window

2. Click Yes. The Microsoft .NET Framework 1.1 license agreement appears.

Figure B-13 Microsoft .NET Framework 1.1 License Agreement

IMPORTANTBefore installing SQL Server, ensure that partitions have been defined on the hard disk drive. See Installation and Configuration Procedures at a Glance on page 83.




3. Click Install. A progress bar appears indicating that .NET is being installed. Then a message appears informing you that the .NET Framework 1.1 installation is complete. The SQL installation starts.

Figure B-14 SQL Server Confirmation

4. Type settings as shown in Figure B-14 and click Install. The SQL installation runs. The Tasks List window appears.

Figure B-15 Tasks List




The following message appears informing you that the SQL Autosetup has completed.

Figure B-16 Tasks List

5. Click Yes. A message appears informing you that you need to install an SQL hotfix.

Figure B-17 Information Window

6. Click OK and restart the computer.

To install the SQL Server Hotfix:

1. From the installation source, double-click the following file:

SQL2000-KB810185-8.00.0873-ENU.exe

The SQL Hotfix Installer Welcome window appears.

Figure B-18 SQL Hotfix Installer Welcome Window





Figure B-19 SQL Hotfix Installer Welcome Window

3. Check I accept the licensing terms and conditions and click Next. The Instance to Update window appears.

Figure B-20 Instance to Update Window




4. Accept the default Instance and click Next.

Figure B-21 Authentication Mode Window

5. Mark SQL Server Authentication and type the Server Authentication password. Click Next. The Ready to Install window appears.

Figure B-22 Ready to Install Window




6. Click Install. A progress bar appears indicating that the Hotfix is being installed.

Figure B-23 Hotfix Progress Window

7. When the installation completes, the Hotfix Complete window appears.

Figure B-24 Hotfix Complete Window

8. Click Finish. Restart the computer.




Installing the NiceLog Logger Software

To install the NiceLog Logger software:

1. Run the NiceLog Logger Version 9.03 PCI Setup Program. The Welcome window appears.

Figure B-25 NiceLog Logger Version 9.03 PCI Setup Program Welcome Window

2. Click Next. The Select Logger Type window appears.

Figure B-26 Select Logger Type Window




3. Select NiceCall Focus III and click Next. The Voice Logger SNMP Agent window appears.

Figure B-27 Voice Logger SNMP Agent Window

4. Click Next. You are now requested to insert the configuration diskette.

Figure B-28 Configuration Diskette Window

5. Browse to the location where the configuration files are saved and click OK. A progress bar appears indicating that the Logger configuration is currently being copied. Then an information window appears informing you that the Logger’s audio files will now be created.





6. Click OK. A message appears informing you that the software that you are installing has not passed the Windows Logo testing to verify its compatibility with Windows XP.


7. Click Continue Anyway. An Information window appears providing guidelines for configuring SNMP Service.





8. Configure SNMP Service as described in Figure B-31 and click OK. The Voice Logger SNMP Agent Setup window appears.

Figure B-32 Voice Logger SNMP Agent Setup Window

9. Click Next. A warning message appears informing you that a read-only file has been detected.

10. Click Yes. The Maintenance Complete window appears.

Figure B-33 Maintenance Complete Window

11. Click Finish. A Setup Complete message appears asking if you want to reboot the machine.

12. Click Yes. Your NiceLog Logger is now installed.




Installing NiceCLS

Install NiceCLS Server as described in the NiceCLS Server Installation Guide Version 8.9.

Installing the NICE Inserter

NICE Inserter is a NICE Systems application used in conjunction with NiceCall Focus III, the NiceCLS Server, and NICE Storage Center. It ensures complete archiving and retrieval of all calls by NICE Storage Center.

NICE Inserter scans and compares the databases of the NiceCLS Server and NiceCall Focus III and detects instances in which archived calls are either incomplete or missing altogether. It then inserts the details of those calls in a special field in the NiceCLS Server database. When NICE Storage Center performs the next scheduled task, it automatically reads this field and thus detects and archives all the previously incomplete or missing calls.

NICE Inserter also writes to a Log file located at C:\NICECTI\Log.

The NICE Inserter installation program installs NICE Inserter on the NiceCLS Server and automatically updates the necessary configuration on the NICE Storage Center. See NICE Inserter Installation Guide 8.9 for instructions.

Installing the NICE Applications

This section provides instructions for installing the following NICE applications:

• NICE Administrator

• NICE Query

• NICE Monitor

To install the NICE applications:

1. Insert the NICE applications installation CD into the workstation’s CD drive and access the NICE applications files.

IMPORTANTThe NICE Scenario Replay application must be installed on a workstation, and not on the NiceCall Focus III unit.




2. From the Run window, type F:\setup (where F: represents the CD-ROM drive) and click OK.

-or-Browse to the Setup folder and click the setup.exe file.

The Welcome window appears.

Figure B-34 Welcome Window

3. Click Next.

4. Follow the instructions displayed in each window.

• Type your name, the company name and the application serial number in the Name, Company and Serial fields.

• Enter the destination folder for the installation files.

The Select Components window appears.

Figure B-35 Select Components Window




5. Mark the applications (Administrator, Query, and Monitor) and click Next.

6. In the displayed window, enter the path to the destination folder where the system files will be stored.

7. Click Next. The Data Source Name window appears.

Figure B-36 Data Source Name Window

8. Type the full IP address of NiceCall Focus III and click Next.

9. Follow the instructions in the remaining installation windows.

10. At the end of the wizard, click Finish.

Installing the SNMP Manager Console

The NICE SNMP Manager is installed on the NiceCall Focus III or on a dedicated server. In the SNMP Manager Console, you can view traps generated by the Operating System, the SQL Server, and the RAID Controller, if you have RAID. To enable the viewing of these traps, you must install the OS/SQL agents on the NiceCall Focus III.

For detailed instructions on installing the SNMP Manager Console, see the NICE SNMP Manager Installation Guide. Below is a summary:

NOTE: The NICE application files are installed. This process takes several minutes.

NOTE: When installing NICE Applications 8.9 for the first time, you must run the Hot Fix that deletes the nicelog.sys file from the Windows/system32/drivers directory. This Hot Fix resolves registry conflicts.




Installing the SNMP Manager Console at a Glance

To install the SNMP Manager Console:

1. Install the SNMP service on the workstation.

2. Configure the SNMP service and define the trap destination using NiceCall Focus III’s full IP address.

Figure B-37 SNMP Service Proprieties Window - Traps Tab

3. Install the SNMP Manager software.

NOTE: When you configure the SNMP service, you must type the community name. The default name is public.You can define a different community name in the Security tab and then type that name in the Traps tab.




4. Restart the computer. The NICE SNMP Manager window appears.

Figure B-38 NICE SNMP Manager Window

5. Install SNMP Manager SP3.

6. Restart the computer.

7. After the SNMP Manager Console is installed, install the CA SNMP Agent (System Agent, SQL Agent, and RAID Agent).

IMPORTANTBefore installing the SNMP Agent, you must end the Hook.exe process: Via the Task Manager, find the Hook.exe process (in the Processes tab) and click End Process.The SNMP Agent must be installed on logical drive C.See NICE OS/SQL Monitoring Agent Installation Guide for details.



Configuring Network Backup for NiceCLS

Configuring Network Backup for NiceCLS If the NiceCall Focus III unit at your site does not include a backup device for the NiceCLS database, then a folder on the network must be configured to enable backup to another station in the network. This configuration enables the two NiceCLS databases (nice_cls and nice_audit) to be backed up daily to a shared folder on a networked station.

The following procedures must be performed:

1. Define a New User

2. Configure the MSSQLServer Properties

3. Define a Backup Folder

4. Define the Backup Devices in SQL Server Enterprise Manager

5. Define a New SQL Job via Enterprise Management

6. Define the Stored Procedure for the Job

Define a New User

On NiceCall Focus III, define a new user with the following properties:

• Username: NiceDbBackup

• Password: nicecti

You need to configure the password not to expire and ensure that the user cannot change it. In addition, the user must be a member of the Administrators group

To define a new user:

1. From the Control panel, select Administrative Tools>Computer Management. The Computer Management window appears.

IMPORTANTThis procedure must be performed for the following systems:

• Systems with only one backup device

• Systems with two backup devices - but both devices are used for NiceCall Focus III backup (such as mirroring or channelization).




2. Double-click the Local Users and Groups. Right-click Users and select New User. The New User window appears.

Figure B-39 New User Window

3. Define the new user as follows:

a. In the User name field, type NiceDbBackup.

b. In the Password fields, type Nicecti.

c. Mark User cannot change password.

d. Mark Password never expires.

e. Click Create.

4. Associate the new user with the Administrators group, as follows:

a. In the Users branch, right-click on NiceDbBackup. The Properties window appears.

b. Click the Members of tab.

c. Click Add and choose the Administrators group.

d. Click OK.




Configure the MSSQLServer Properties

Configure the MSSQLSERVER service to log-on as NiceDbBackup. At the end of this procedure, restart the computer.

To configure the MSSQLServer service:

1. From the Control panel, select Administrative Tools>Services. The Services window appears.

2. Right-click on MSSQLSERVER and choose properties. The MSSQLSERVER Properties window appears.

3. Click the Log On tab.

Figure B-40 MSSQLSERVER Properties Window


a. Select This Account and type \NiceDbBackup.

b. In the Password fields, type nicecti.

c. Click OK.

5. Restart the computer.




Define a Backup Folder

Defining a backup folder involves:

• Creating the NiceDbBackup user (with password nicecti) on a networked station. The NiceDbBackup user does not have to be a member of the Administrators group.

• Creating a new folder called DbBackup. Then, you need to enable full sharing permissions for the NiceDbBackup user. This location must have at least 18 GB of free hard disk space.

To define a backup folder:

1. On the networked station, create a folder and name it DbBackup.

2. Enable full control for the NiceDbBackup user as shown here:

a. Right-click on the folder and choose Sharing and Security.

b. In the Sharing tab, mark the Share this folder radio button.

c. Click Permissions and allow Full Control permissions for the NiceDbBackup user.

d. Click the Security tab and assign Full Control permissions for the NiceDbBackup user.

e. Click OK.




Define the Backup Devices in SQL Server Enterprise Manager

This section explains how to define the backup devices in the SQL Server Enterprise Manager.

To define backup devices:

1. From the Start menu, choose SQL Server>Enterprise Management.

Figure B-41 SQL Server Enterprise Manager Window

2. Define two new backup devices (one for nice_audit_remote and one for nice_cls_remote), as follows:

a. Right-click the Management/Backup branch and choose New Backup Device. The New Device window appears.

b. In the Name field, type nice_cls_remote.

c. Select the File Name radio button. In the File Name field, browse to the shared folder on the network.

d. Click OK.

e. Repeat this process for nice_audit_remote.

See Figure B-42.

IMPORTANTYou must use nice_cls_remote and nice_audit_remote as your backup device names! If you do not use these names, backup will not work properly.




Figure B-42 New Backup Device Window

Define a New SQL Job via Enterprise Management

In this procedure, define a new SQL job as follows:

• Job named FullNetworkDatabaseBackup.

• Assign the owner of the job: sa

• Define a backup schedule for the job - to backup daily at 1 AM.

To define a new SQL job:

1. In the Enterprise Manager, right-click the Management/SQL ServerAgent/Jobs branch.

Figure B-43 Enterprise Manager Tree - Jobs Branch




2. Choose New Job. The New Job Properties window appears.

Figure B-44 New Job Properties Window - General Tab


a. In the Name field, type FullNetworkDatabaseBackup.

b. In the Owner field, type sa.

4. Click the Steps tab. In the Steps tab, click New Step. The New Job Step window appears.

Figure B-45 New Job Step - General Tab





a. In the Step name field type Step1.

b. In the Command field, type sp_FullNetworkDatabaseBackup.

6. Click the Advanced tab.

Figure B-46 New Job Step - Advanced Tab

Configure as follows:

a. On success Action: Choose Quit the job reporting success

b. Retry attempts: Type 3

c. Retry Interval: Type 60

d. On failure: Choose Quit the job reporting failure (default option).

7. Click OK. The New Job Properties window reappears with the steps defined in the Steps tab.




8. Click the Schedules tab. In the Schedules tab, click New Schedule. The New Job Schedule window appears.

Figure B-47 New Schedule Window

9. Configure the schedule as follows:

a. In the Name field, type Schedule1.

b. Choose Recurring.

c. Click Change to choose the backup schedule. The Edit Recurring Job Schedule window appears.

Figure B-48 Edit Recurring Job Schedule Window




d. Define the schedule as follows:

• Select Daily.

• Occurs once at 1: 00 AM

10. Click OK. The new schedule appears in the New Job Properties - Schedules tab.

Figure B-49 New Job Properties - Schedules Tab

11. Click OK to save the new job.

12. Verify that the new job should appears in the Management/SQLServerAgent/Jobs branch.

Figure B-50 Enterprise Manager - Jobs Branch - New Jobs




Define the Stored Procedure for the Job

In this procedure, define the backup procedure for the job via Enterprise Manager.

• To create a backup database for Nice_CLS

• To create a backup database for Nice_AUDIT

To define the stored procedure for the job:

1. In the Enterprise Manager, right-click the Databases/Master/Stored Procedures branch.

2. Choose New Stored Procedures. The Stored Procedure Properties window appears.

3. Type the following text:

See Figure B-51 and Figure B-52.

CREATE PROCEDURE sp_FullNetworkBackup AS

BACKUP DATABASE [nice_cls] TO [nice_cls_remote] WITH INIT, NAME = N'nice_cls backup', SKIP , STATS = 10, NOFORMAT DECLARE @i INT

select @i = position from msdb..backupset where database_name='nice_cls'and type!='F' and backup_set_id=(select max(backup_set_id) from msdb..backupset where database_name='nice_cls')

RESTORE VERIFYONLY FROM [nice_cls_remote] WITH FILE = @i

BACKUP DATABASE [nice_audit] TO [nice_audit_remote] WITH INIT , NAME = N'nice_audit backup', SKIP , STATS = 10, NOFORMAT

select @i = position from msdb..backupset where database_name='nice_audit'and type!='F' and backup_set_id=(select max(backup_set_id) from msdb..backupset where database_name='nice_audit')

RESTORE VERIFYONLY FROM [nice_audit_remote] WITH FILE = @i

GO




Figure B-51 Stored Procedure Properties Window (1)

Figure B-52 Stored Procedure Properties Window (2)

4. Click OK.

5. Verify that the new procedure (sp_FullNetworkBackup) appears in the Databases/Master/Stored Procedures branch,


Index


139

Index

AAdaptec Storage Manager 98alarm board

installing the driver 102updating the driver in Windows 104

analog interface2-wire telephone 304-wire telephone 31connecting open-leads cable to NCF III 33recommended cable lengths 32

applications, NICEinstalling on NCF III 121installing on the workstation 78

audio inputdigital passive mode 41external trigger device 37high impedance 2-wire analog telephone 30high impedance 4-wire analog telephone 31non-telephony equipment 32

Avaya CDRrunning the quick setup 50

Bbackup

configuring for NiceCLS 126

Cchannels

mapping for one switch 48mapping for two switches 49

clock synchronization 15

Ddigital extension interface

connecting passive mode 41

Eenvironment

location considerations 21requirements 13space requirement guidelines 22troubleshooting LAN connection 63

extension-side recordingmapping channels for one switch 48mapping channels for two switches 49

external trigger device interfaceconnecting 37

Ffirewall

adding ports 107configuring 106TCP/UDP ports 109unblocking 109

IInserter, NICE

installing 121integration driver

installing 50interfaces, see audio inputIP address

setting on the workstation 74

LLAN , See networkLast Message Replay 80location considerations 21

MMonitor

installing 78, 121

Index


140

Nnetwork

connecting NCF III 60troubleshooting the connection 63

NiceCLSconfiguring backup 126installing 121

NiceLog Loggerinstalling 117

NMSdefining trap destination 65

non-telephony equipment 32Nortel CDR

running the quick setup 51

Oopen-leads

connecting to NCF III 33operating system 15

QQuery

installing 78, 121

Rrequirements

environment 13system 82workstation 72

SSATA RAID

installing the Adaptec Storage Manager 98Scenario Replay 80signal flow, recording 17SNMP Manager

installing 123SNMP Service

adding to the workstation 77

specificationsarchiving 15audio compression 14communication interface 15electrical and power 13environment requirements 13hard disk drive 15heat dissipation 14interface components 14internal buses 15operating system 15output interface 15physical dimensions 14recording interfaces 14space requirement guidelines 22system clock synchronization 15

SQL Serverinstalling 111

standards, compliance with 16System Administrator

configuring the site 66installing 78, 121

system driversinstalling basic 87installing DirectX 87installing the alarm board driver 102installing the audio card driver 92installing the graphic driver 96installing the LAN adapter 90installing the motherboard driver 93

system requirements 82

TTCP/UDP ports 109trap destination

defining 65

VVOX

running the quick setup 53

Wworkstation

adding SNMP Service 77installation workflow 73requirements 72setting IP address 74

Documents

Ncf III Install Reva2