RN0510_Voice_Logger_9-06-03-24-SP3

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

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

ContentsGeneral Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Backward Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

New Features and Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Known Issues and Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Note Number RN0510

Release Date May 2007

Revision History A0

Product NiceLog High Density Logger Version 9.06.03.24 Service Pack 3

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

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

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

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

Compatibility

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

Environments

Operating Systems Support

• High Density Logger and Interaction Capture Unit - Windows 2003.

• NiceCall Focus III - (Only for V8.9 environments) Windows XP and Windows 2003.

Backward Compatibility

Product From Version To Version Comments

NICE Applications 9.10.3 9.10.3

Interaction Center Server - CLS 9.13.04.11 9.13.04.11

NICE Storage Center 9.10.2.16 9.10.2.16

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

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New Features and Enhancements

No. Product/Component Description

1. Backup Server Supports Media Encryption.

2. Backup Server Log messages were added to describe operating system errors.

3. Logger Supports Media Encryption.

4. Logger/ALI-IV Enables/disables caller ID and DTMF capture.

5. Logger The behavior of the service startup retry mechanism was changed.This prevents the service from waiting for CommMgr to finish the startup sequence, and only checks whether the process is alive.If the process failed for any reason other than on CreateProcess, try to restart CommMgr.

6. Logger The Logger’s behavior when failing to connect to the CIM service was changed as the system tried to re-establish connection to the CIM service on the following errors:

• Problem connecting to System Administrator.

• Encryption was not configured.

• Problem creating a client connection.

• General failure.

7. Logger A CIMConnect retry mechanism was added.

8. Logger/Encryption Audio is captured and stored encrypted in the Logger database.

9. Logger/Installation The default user was changed from nice_admin to administrator.

10. Logger/Installation When the Logger installation prompts you to delete audio, you are prompted to backup AudBD to the network path.

11. Logger/Installation The CIM Service (encryption service) must always be installed. The System Administrator URL and Port are updated by the Logger encryption plugin.

12. Logger/MakeInst Enables loading configuration files from version 9.01/9.03 to MakeInst on 9.06 version.

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

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Resolved IssuesSeverity Summary for the Resolved Issues

13. Logger/SNMP Adds Crypto Information Manager module traps to the SNMP agent.

14. NATI-II ISDN An improved synchronization mechanism was introduced, which enables the NATI to better estimate the signal. As a result, the synchronization is faster.

15. NATI-II MCVP FW The signaling messages for PABX types that do not support signaling analysis (Philips, Mitel and Avaya Index) were discarded.

16. NATI-II MCVP FW The Avaya signaling analysis function for various inputs was strengthened.

17. NATI-II MCVP FW The signaling message length handling for all PABX types was changed.

No. Product/Component Description

Severity Number of Issues

Showstopper 0

Severe 2

Medium 7

Minor 11

Total 20

No Product/Component Description Severity

1. Backup Server The Backup Server failed to retrieve data when archiving in mirroring mode.

Minor

2. Backup Server When the RTS device status was ready to retrieve, the Backup Server did not recognize when the connection to RTS was lost.

Minor

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

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3. ETAI-II Enabling the Siemens DIUN configuration (Auto Siemens mode) resulted in a DSP error.

Medium

4. ETAI-II/ETAI-III FERS in the line created a problem when working with Siemens-DIUN configuration with MFAS frame format and no CRC.

Medium

5. ETAI-II/ETAI-III Energy status reported by the DSP was unstable for several channels, causing the recorded voice to be discontinuous.

Severe

6. ETAI-III To solve synchronization problems, the FALC internal amplifier activation was changed.

Severe

7. Logger Activity statistics were not updated when the channel compression was muLaw.

Minor

8. Logger Did not perform a retry when the Logger start-as-a-service failed.

Medium

9. Logger MakeInst-Create ETAI2/ETAI3 T1 summated with 23/24 time slots failed (access violation).

Medium

10. Logger/API Support for digital On/Off hook was missing. Medium

11. Logger/CID When using software compression, the caller ID was not part of the session.

Medium

12. Logger/H100 H.100 termination was not reset in the initialization phase.

Minor

13. Logger/Installation

Service pack installation did not set the time zone to GMT.

Minor


Installation strings were rephrased. Minor


The message that appeared when clicking the Logger’s shutdown icon, when running as a service, was rephrased.

Minor

16. Logger/ISDN The ISDN caller ID was related to two sessions. Minor

17. Logger/MakeInst The system type in the summary file was incorrect. Minor

18. Logger/MakeInst The PBX list in the AUDHW file was incorrect. Minor

19. Logger/MakeInst The ALI-IV external squelch indication was incorrect. Medium


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

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Known Issues and Limitations

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

Minor


No Product / Component Description

1. Alarm Board The watchdog reset and button reset indicators are not saved to EEPROM. If there is a power down, these indicators are reset.

2. ETAI-II When the D-channel is inverted, the PRI D-channel extraction does not support PRI T1 trunks with AMI line coding.

3. ETAI-II The PRI D-channel extraction is only supported for Q. 931 and Q.932 compliant trunks.

4. Logger With ADIF3 and UDA, calls in compression G729, which were recorded on two different channels, have an echo during synchronized playback.

5. NATI-II MCVP FW

ISDN: The signaling On/Off-hook is only supported for PABX, which fully supports Q.931 and Q.932 standards. Thus, Avaya, which does not support the Q.932 hold procedure, cannot be configured to work with the signaling On/Off-hook mechanism.

6. NATI-II MCVP FW

ISDN: Multiple MSNs are not allowed:

• A terminal can be configured with only one MSN.

• This MSN must be unique: Different telephones cannot have the same MSN.

7. NATI-II (Mitel) MCVP FW

Avaya Index: When the terminal ID is On-hook and the speaker is off, starting to dial and quickly pressing the first number does not generate a DTMF in the PCM. Therefore, the firmware recognizes the original DTMF.

8. Logger The fatal log message CommMgr_Startup: Connection to cryptography information manager failed might appear several times during Logger startup, indicating that the cryptographic service has not been started yet.This does not affect normal Logger operation after startup.

9. Backup Server/RTS

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

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

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InstallationInstallation Requirements

To verify that Windows Installer version 3.0 and Microsoft .NET Framework 2.0 are installed:

1. In the Start menu, choose Settings > Control Panel > Add or Remove Programs.

The Add or Remove Programs window appears.

2. Verify that the names of both of the above-mentioned programs appear in the Programs list.

3. If one or both names are missing, install the corresponding program(s).

Installation Instructions

Clean Installation

To perform a clean installation:

1. Insert the NICE Perform Capture Platform distribution CD in the Logger. On the CD, open the Logger folder and run setup.exe.

2. Follow the instructions on the screen to perform the installation. (You will need the MakeInst configuration disk to complete the installation.)

For further information, see the NICE Logger Software Installation Guide.

Upgrade from Previous Service Pack

Upgrade Preparations

To perform upgrade preparations:

1. Before you start the Service Pack installation, make sure that the SNMP service is stopped.

If the SNMP service is stopped, proceed to Step 5.

If the SNMP service is not stopped, perform the following steps to stop the service manually.

2. From the Start menu select Run.

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


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The Run window appears.

3. Type services.msc and click OK.

The SNMP Services window appears.

4. Right-click SNMP Services and click Stop the service.The SNMP Service stops.

5. Shut down the Logger and make sure that all the Logger processes are closed.


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To upgrade from previous service pack:

1. Insert the NICE Perform Capture Platform distribution CD in the Logger. On the CD, open the Logger folder and run setup.exe.

The NiceLog InstallShield Wizard starts.

2. Click Next.

NOTE: If the installed version is NiceCall Focus III or Interaction Capture Unit with Alarm Board, see Technical Note TN0712, SP2 and Fatal Messages with Alarm Board in NCFIII 9.03/9.06 and ICU 9.06.


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The Voice Logger 9.06 PCI window appears.

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

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

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

• To upgrade the Logger Software and update the binaries only, select Install SP - Update binaries only.

• To reinstall the Logger Software and update the binaries and configuration files, select Reinstall Logger - Update binaries and configuration. Click Browse to navigate to and select the configuration files.

If you select this option, then in the Data Base Options area, select either Preserve the database (Audio, Archiving and Settings) or Delete the database (Audio, Archiving and Settings) as required.

4. Click Next.

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

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


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The Voice Logger SNMP Agent Setup window appears.

5. Click Next.

The following Voice Logger SNMP Agent Setup information message appears.

6. Read the message and then click OK.

NOTE: This message lists the SNMP Agent installation steps. For installation instructions, see the NMS 3.1 Installation Guide.


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

7. Click Finish.

If you are upgrading High Density Logger, proceed to Step 11.

If you are upgrading NiceCall Focus III or Interaction Capture Unit, the following Alarm Relays setup message appears.

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


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The InstallShield Wizard for AlarmRelays starts.

9. Click Next.

The following Software Installation warning message appears.

10. Click Continue Anyway.


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11. The Voice Logger installation completed window appears.

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

Updates

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

Rollback and Uninstall

Rollback to Previous Service Pack

To roll back an installed version, uninstall the Logger Software and reinstall the previous version of the Logger Software.

Uninstall

To uninstall Logger Software, contact your support.

Documents

RN0510_Voice_Logger_9-06-03-24-SP3