Nice Supervision

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Guide with errors in Nice 8,9.

Text of Nice Supervision

Version 8.9

Supervision User's Manual for NiceLog NiceCall Focus III NiceUniverse Compact

November 2005385A0073-20 Rev. A0

NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.

All contents of this document are: Copyright 2005 NICE Systems Ltd. All rights reserved.

This product is covered by one or more of the following US patents: 5.353.168 5.861.959 5.937.029 6.046.824 6.122.665 6.330.025 6.856.343 6.865.604 6.871.229 6.880.004

6.542.602

360o View, Agent@home, Executive Connect, Executive Insight*, Experience Your Customer, Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NiceCMS, NICE Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Perform, NICE Playback Organizer, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision, NiceVision Alto, NiceVision Harmony, NiceVision Mobile, NiceVision NVSAT, NiceVision Pro, NiceVision Virtual, NiceWatch, Renaissance, Scenario Replay, ScreenSense, Secure Your Vision, Tienna, 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. *in Australia only

385A0073-20 Rev. A0

For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: support@nice.com APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: support.apac@nice.com The Americas Region: (North, Central, South America) Tel: 1-800-NICE-611 Fax: +720-264-4012 email: support.americas@nice.com Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: support_helpdesk@nice.com

NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the instructions.

For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office:International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-31-80-30 Fax: +33-(0)1-41-31-80-49 North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_sales@nice.com Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800

Please send all queries, comments, and suggestions pertaining to this document to nicebooks@nice.com Please visit NICE at www.nice.com

ContentsAbout NICE Supervision 9Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 About this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

PART I - NICE Supervision General Capabilities

1Getting Started With NICE Supervision 15Starting NICE Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 NICE Supervision Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 NICE Supervision Window - Text View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 NICE Supervision Window - Graphic View . . . . . . . . . . . . . . . . . . . . . . . . . 20 NICE Supervision Window Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Changing Your NICE Supervision Password . . . . . . . . . . . . . . . . . . . . . . . . 21 Exiting the NICE Supervision Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2Managing NICE Supervision Alarms 25Setting Up NICE Supervision Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Setting Alarm and Faxing Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Setting Automatic Dialer Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Enabling and Disabling Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Responding to Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Manually Faxing Supervision Information . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

3NICE Supervision ReportsContents

35

Using the NICE Supervision Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365

NICE Supervision Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Creating a Channel Information Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Creating Channels Statistics Alarms Reports . . . . . . . . . . . . . . . . . . . . . . . . 42 Creating Call Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Switching to Different Report Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Creating a Standby Logger Statistics Report . . . . . . . . . . . . . . . . . . . . . . . . 48

PART II - NICE Supervision Product Specific Capabilities

4Supervising Loggers 53Defining Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Viewing a Voice Loggers Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . . . 55 Viewing Configuration Details for a Logger. . . . . . . . . . . . . . . . . . . . . . . . . . 56 Setting Up a System-Wide Recording Schedule . . . . . . . . . . . . . . . . . . . . . . 58 Disabling Scheduled Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Uploading/Downloading Voice Logger Information . . . . . . . . . . . . . . . . . . . 62 Managing the Loggers Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Synchronizing all Logger Clocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Configuring the Loggers Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Setting the Loggers Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Adjusting Clocks for Daylight Savings Time . . . . . . . . . . . . . . . . . . . . . . . . 66 Centrally Configuring Logger Channel IDs . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Viewing Debug Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Reset Logger Mirroring Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 Resetting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Shutting Down a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Coldstarting a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

5Supervising Media Library Servers 73Defining Media Library Alarm Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Viewing a Media Library Servers Self-Test Results . . . . . . . . . . . . . . . . . . . 75 Viewing Configuration Details for a Media Library Server . . . . . . . . . . . . . . 76 Creating a Media Library Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Contents 6

NICE Supervision Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

6Supervising NiceCLS Servers 79Defining NiceCLS Servers Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Viewing a NiceCLS Servers Self-Test Results . . . . . . . . . . . . . . . . . . . . . . . 81 Viewing Configuration Details for a NiceCLS Server . . . . . . . . . . . . . . . . . . 82 Scheduling NiceCLS Working Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

7Supervising NiceScreen Loggers 85Defining NiceScreen Logger Alarm Events . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Viewing a NiceScreen Logger Self-Test Results . . . . . . . . . . . . . . . . . . . . . . 87 Viewing Configuration Details for a NiceScreen Logger. . . . . . . . . . . . . . . . 88

PART III - Appendices

AWarning and Error Messages 91Voice Logger BIT Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 NiceCLS API Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 NICE Media Library BIT Messages . . . . . . . . . . . . . . . . . . . . . . . .