All contents of this document are: Copyright 2008 NICE Systems Ltd. All rights reserved.

Transcription

1 NICE Perform Release 3.1 Insight from Interactions TM

2

3 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 2008 NICE Systems Ltd. All rights reserved. This product is covered by one or more of the following US patents: 4,893,197 5,185,780 5,216,744 5,274,738 5,289,368 5,396,371 5,446,603 5,457,782 5,819,005 5,911,134 6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,785,370 6,856,343 6,865,604 6,870,920 6,871,229 6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,203,655 7,240,328 7,305,082 7,333,445 7,346,186 5,325,292 5,937,029 6,252,946 6,775,372 6,880,004 7,058,589 7,383,199 5,339,203 6,044,355 6,252,947 6,785,369 6,937,706 7,085,728 7,386, o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, enicelink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations. 385A Rev. A0

4 For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center: EMEA Region: (Europe, Middle East, Africa) Tel: Fax: APAC Region: (Asia/Pacific) Tel: Fax: The Americas Region: (North, Central, South America) Tel: NICE-611 Fax: Israel: Tel: Fax: NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at 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: Fax: United Kingdom Tel: Fax: France Tel: +33-(0) Fax: +33-(0) North America Tel: Fax: Germany Tel: +49-(0) Fax: +49-(0) Hong-Kong Tel: Fax: Please send all queries, comments, and suggestions pertaining to this document to Please visit NICE at

5 Contents 1 Overview 11 NICE Perform Site Installation Overview Genesys T-Server Integration Workflow Integration Description Alcatel-Lucent OmniPCX Enterprise (4400) Aspect Call Center Aspect Spectrum (Rockwell) Avaya Communication Manager Cisco CallManager Ericsson MX-ONE (MD110) Genesys SIP Server NEC NEAX/APEX/SV Nortel Communications Server (CS) Siemens Hicom 300/300E/300H (International) Siemens Hicom 300E (USA) Siemens HiPath Genesys T-Server Integration Architecture Workflow Key Components Genesys T-Server NiceLog (Audio Logger) NiceScreen Logger (optional) NICE Interactions Center Recording Solutions Genesys T-Server Equipped with Avaya PBX Genesys T-Server Equipped with Aspect PBX Genesys T-Server Equipped with Nortel PBX Contents 5

6 Genesys T-Server Equipped with Alcatel-Lucent PBX Genesys T-Server Equipped with NEC PBX Genesys T-Server Equipped with Ericsson PBX Genesys T-Server Equipped with Siemens PBX Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX Genesys T-Server Equipped with Genesys SIP Server Genesys T-Server Equipped with Cisco CallManager Call Types and Features Supported Supported Database Fields Additional CTI Fields (Business Data) Application Level Interface Limitations and Special Behavior Generic CTI Driver Limitations General T-Server Limitations Alcatel-Lucent Limitations Aspect Limitations Avaya Limitations Ericsson Limitations Nortel Limitations Siemens Limitations Genesys Switch Configuration 41 Overview Confirming the Switch DN Configuration Verifying the Genesys T-Server Configuration Checking Genesys T-Server Licenses Checking the Licenses using Genesys Configuration Manager Checking the Licenses using FlexLM License Manager Viewing the Genesys T-Server Switch TCP Link Checking the Genesys Redundancy Server Configuration Viewing the Specific Switch Configurations Nortel Symposium Position Configuration Aspect Agent Configuration Contents 6

7 Cisco CallManager Configuration Shared Lines Extension Mobility Testing the Genesys Configuration Checking the Genesys T-Server Status and Configuration Testing the Device Configuration Configuring CTI Integrations for Genesys T-Server 57 Before you Begin SNMP Service Installation Configuring a New CTI Connection Additional Configurations Defining Business Data Fields Configuring Rejected Devices or Trunks Activating the Rejected Devices Real-time Plugin Mapping NEQT Numbers to Trunk Groups (Alcatel Only) Verifying the CTI Integration Configuring Individual Components Configuring Channel Mapping for Genesys 81 Overview for Channel Mapping Extension-Side Recording Configuring Channels Definition Configuring Sources Definition Configuring Static Mapping Trunk-Side Recording Configuring Channels Definition Configuring Sources Definition Configuring Static Mapping Passive VoIP Devices Configuring Channels Definition Configuring Sources Definitions Contents 7

8 Configuring Static Mapping Configuring Dynamic Mapping Active VoIP Devices Configuring Channels Definition Configuring Sources Definition Configuring Static Mapping Configuring Dynamic Mapping Configuring Additional CTI Fields (Business Data) 99 Accessing Genesys Switch Information (Business Data) Installing the CTI Integration Software 105 Installing the NICE CTI Integration Software Maintaining the NICE CTI Integration Software Modifying the NICE CTI Integration software Repairing NICE CTI Integration software Removing NICE CTI Integration software Upgrading the NICE CTI Integration software Verifying the Version Number Troubleshooting 121 Open Case Procedure Editing Reporting Levels Troubleshooting Testing and Debugging Tools 127 Genesys Support Phone Logs Builder Application NICE Debug Service Setting Up the NICE Debug Service Contents 8

9 Accessing the NICE Debug Service NICE Events Spy Setting up the NICE Events Spy Receiving Events Saving Events Saving Events in a Log File Saving Current Events Saving Selected Current Events Setting up the SimCTILink Tool Sending Events Connection Manager Monitor Setting up the Connection Manager Monitor Managing the Connection Manager Monitor A Genesys T-Server Configuration Parameters 153 Reporting Levels Logger Parameters for Instant Callback Connection Manager - Additional Parameters Connection Manager - Interface Parameters Switch Driver - Additional Parameters Driver Interface - Additional Parameters Index 165 Contents 9

10 Blank page for double-sided printing.

11 1 Overview This guide describes the integration between the NICE Interactions Center and the Genesys T-Server. This integration is relevant for the following versions: Genesys T-Server: Version through 7.6. Redundant Genesys T-Server: Version through 7.6 NICE Perform Release 3.1 IMPORTANT This guide provides technical information only. For detailed information regarding the availability of solutions and features, refer to the EIS full products price list and the Integration Description Document (IDD). In addition, you can contact your NICE regional sales engineer. Contents NICE Perform Site Installation Overview...12 Genesys T-Server Integration Workflow...13 Integration Description...14 Genesys T-Server Integration Architecture...27 Recording Solutions...29 Call Types and Features Supported...32 Supported Database Fields...34 Application Level Interface...35 Limitations and Special Behavior...36 Chapter 1: Overview 11

12 NICE Perform Site Installation Overview NICE Perform Site Installation Overview Legend: Mandatory component Optional component Integration dependant Prepare Machines Install MS SQL Server 2005 and NICE Perform Databases Install NICE Perform Applications and define in System Administrator Connect one of the following: NiceLog High Density Logger - or - Interaction Capture Unit (ICU) - or - NICE VoIP Logger and define in System Administrator Install VoIP Recording Gateway (VRG) and define in System Administrator Configure the NICE Interactions Center in the System Administrator then install the NICE Interactions Center software You are Here Configure and then Install CTI Integrations Define Channel Mapping in the System Administrator Install NICE IA Link Analysis Server on the Data Mart Server Install NMS and define in System Administrator Install relevant optional components and define in System Administrator: Audio Analysis NICE Storage Center Media Library Telephony Services Stream Server NiceScreen ScreenSense Reporter Server Install the latest approved NICE Update Perform Required Installation and Acceptance Test Procedures NOTE: See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow. Chapter 1: Overview 12

13 Genesys T-Server Integration Workflow Genesys T-Server Integration Workflow The workflow in this section describes the steps involved in integrating Genesys T-server with NICE Perform. Click a step. The corresponding instructions appear. Legend: Mandatory component (with link to procedure in this publication) Optional component An Genesys site engineer must be present during the installation to assist with this phase of the installation! Genesys Switch Configuration Configuring CTI Integrations for Genesys T-Server Configuring Channel Mapping for Genesys Configuring Additional CTI Fields (Business Data) Installing the CTI Integration Software Chapter 1: Overview 13

14 Integration Description The sections below summarize the various Genesys T-Server integrations: Alcatel-Lucent OmniPCX Enterprise (4400) Aspect Call Center Aspect Spectrum (Rockwell) Avaya Communication Manager Cisco CallManager Ericsson MX-ONE (MD110) Genesys SIP Server NEC NEAX/APEX/SV7000 Nortel Communications Server (CS) 1000 Siemens Hicom 300/300E/300H (International) Siemens Hicom 300E (USA) Siemens HiPath 4000 Integration Description Chapter 1: Overview 14

15 Integration Description Alcatel-Lucent OmniPCX Enterprise (4400) Driver Switch Configuration Switch name and model Interface type Alcatel-Lucent OMNIPCX Enterprise (4400) Genesys T-Server CTI Recording methods Station-side Total, Interaction-based (for all recording methods) Trunk-side Passive RTP (phones with static IP addresses) Active RTP (via IP DR link) Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 15

16 Integration Description Aspect Call Center Driver Switch Configuration Switch name and model Interface type Aspect Call Center Genesys T-Server CTI Recording methods Station-side Total, Interaction-based (for all recording methods) Trunk-side Passive RTP (phones with static IP addresses) Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 16

17 Integration Description Aspect Spectrum (Rockwell) Driver Switch Configuration Switch name Interface type Aspect Spectrum (Rockwell) Genesys T-Server CTI Recording methods Station-side Total, Interaction-based Trunk-side Static RTP (phones with static IP addresses) Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 17

18 Integration Description Avaya Communication Manager Driver Switch Configuration Switch name Interface type Avaya Communication Manager Genesys T-Server CTI Recording methods Station-side Total, Interaction-based (for all recording methods) Trunk-side Passive RTP (phones with static IP addresses) Active RTP (active VoIP recording - via DMCC server) Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 18

19 Integration Description Cisco CallManager Driver Switch Configuration Switch name and model Interface type Cisco CallManager Genesys T-Server CTI Recording Methods Passive RTP (phones with static IP addresses) Total, Interaction-based (for all recording methods) Active RTP Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 19

20 Integration Description Ericsson MX-ONE (MD110) Driver Switch Configuration Switch name and model Interface type Ericsson MX-ONE (MD110) Genesys T-Server CTI Recording Methods Station-side Total, Interaction-based (for all recording methods) Passive RTP (phones with static IP addresses) Features CTI fields available for call search Number of business data fields available Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 20

21 Integration Description Genesys SIP Server Driver Switch Configuration Switch name and model Interface type Genesys SIP Server Genesys T-Server CTI Recording Methods Passive RTP (phones with static IP addresses) Total, Interaction-based (for all recording methods) Active RTP Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 21

22 Integration Description NEC NEAX/APEX/SV7000 Driver Switch Configuration Switch name and model Interface type SV7000 NEAX/APEX 2400/7400 ICS/MMX/IMS/IPX Genesys T-Server CTI Recording Methods Station-side Total, Interaction-based (for all recording methods) Trunk-side Matrix Trunk-side Passive RTP (phones with static IP addresses) Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 22

23 Integration Description Nortel Communications Server (CS) 1000 Driver Switch Configuration Switch name Nortel Communications Server (CS) 1000 Interface type Genesys T-Server CTI Recording methods Station-side Total, Interaction-based (for all recording methods) Trunk-side Matrix Trunk-side Passive RTP (phones with static IP addresses) Active RTP (phones with dynamic IP addresses) Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 23

24 Integration Description Siemens Hicom 300/300E/300H (International) Driver Switch Configuration Switch name and model Interface type Siemens Hicom 300, Siemens Hicom 300E, Siemens Hicom 300H Genesys T-Server CTI Recording methods Station-side Total, Interaction-based (for all recording methods) Trunk-side Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 24

25 Integration Description Siemens Hicom 300E (USA) Driver Switch Configuration Switch name and model Interface type Siemens Hicom 300E (USA) Genesys T-Server CTI Recording methods Station-side Total, Interaction-based (for all recording methods) Trunk-side Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 25

26 Integration Description Siemens HiPath 4000 Driver Switch Configuration Switch name and model Interface type Siemens HiPath 4000 Genesys T-Server CTI Recording methods Station-side Total, Interaction-based Trunk-side Passive RTP (phones with static IP addresses) Features CTI fields available for call search Number of business data fields available Free Seating, Compound Call See Supported Database Fields on page 34. Contact your site engineer for business data fields. CTI fields supported by Call Flow Analysis Chapter 1: Overview 26

27 Genesys T-Server Integration Architecture Genesys T-Server Integration Architecture When NICE Perform is integrated with the Genesys T-Server, the NICE Interactions Center communicates with the switch as illustrated in the diagram below. Figure 1-1 Genesys T-Server Integration Agent Extensions PABX CO Trunk Genesys T-Server NiceLog Logger NICE Interactions Center (with Genesys Client T-Library) NMS LAN Workflow The NICE Interactions Center establishes connection with the Genesys T-Server. Then, the NICE Interactions Center software registers the agent s extension with the T-Server and starts receiving calls and agent events. This type of client model receives all the calls and agent events that occur. The NICE Interactions Center maintains a process that reads the active QA schedule from the Interaction database: 1. If an agent will be recorded (according to one of the scheduler programs), the NICE Interactions Center sends a recording command to the audio Logger (NiceLog) and to the screen Logger (NiceScreen). 2. If the returned status from both Loggers is OK, the NICE Interactions Center locks the audio and screen data in the Loggers and stores the call details in the NICE Interactions Center. 3. The application can then query the database and perform a playback of the call. QA applications can playback voice and screen and evaluate the call using pre-defined evaluation forms. Chapter 1: Overview 27

28 Key Components Genesys T-Server Integration Architecture Genesys T-Server The Genesys T-Server is the core component of the Genesys suite. This is the component that manages the entire call flow at the Call Center, if it is configured as such. The Genesys T-Server can route calls within the PABX and perform other PABX-related tasks as well. The T-Server reports real-time CTI events to other applications in a call center, and acts as the CTI Server that is integrated with the NICE Interactions Center. NiceLog (Audio Logger) NiceLog is a powerful digital voice logging system. NiceLog Loggers can continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for immediate playback capability. Different Audio Loggers are available for the different recording methods (trunk, extension, VoIP). NiceScreen Logger (optional) The Screen Logger records agent screens and stores the data on its hard drive. The agent screen is sent from a proprietary application, which is installed on each agent workstation. NICE Interactions Center The NICE Interactions Center uses the Genesys T-Server interface (the T-Library) which acts as a client application that hooks into the Genesys T-Server. Through communication with the T-Server, the NICE Interactions Center software learns the call status, monitors call events and stores them in its databases. A user can then query its database, find a call and play it back. In addition, based on preconfigured settings, the NICE Interactions Center can determine whether or not a call will be recorded. Chapter 1: Overview 28

29 Recording Solutions Recording Solutions This section describes the different recording solutions available in each configuration. Genesys T-Server Equipped with Avaya PBX When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Avaya PBX, the following recording modes are available: Extension-side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and interaction-based recording. The 16 high-order bits of attribute ThisTrunk contain the Trunk Group; and the 16 low-order bits of the attribute ThisTrunk contain the Trunk Number. NOTE: This recording mode is available only from the Genesys T-Server version and higher. Lower versions of the T-Server do not send the trunk information; therefore the NICE Interactions Center cannot record on the trunk-side. Genesys T-Server Equipped with Aspect PBX When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Aspect PBX, the following recording modes are available: Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads the string and removes the T character as the Trunk Number, while the Trunk Group value is always 0. Genesys T-Server Equipped with Nortel PBX When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a Nortel PBX, the following recording modes are available: Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute. The driver reads a long number and transforms it into a hexadecimal value. Chapter 1: Overview 29

30 Genesys T-Server Equipped with Alcatel-Lucent PBX Recording Solutions When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Alcatel-Lucent PBX, the following recording modes are available. Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. NEQT numbers must be mapped to trunk group numbers. The trunk information (NEQT number) is sent through the OtherTrunk attribute Genesys T-Server Equipped with NEC PBX When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the NEC PBX, the following recording modes are available. Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherDN attribute. The driver reads a long number and the three digits on the left side represent the trunk number. Genesys T-Server Equipped with Ericsson PBX When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with the Ericsson PBX, the following recording mode is available. Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Genesys T-Server Equipped with Siemens PBX When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Siemens PBX, the following recording modes are available: Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute. Chapter 1: Overview 30

31 Recording Solutions Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with an Aspect Spectrum (Rockwell) PBX, the following recording modes are available: Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines which connect to the phone sets and the gateway. This connectivity is usually used for total recording. Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually used for total and selective recording. The trunk information is sent through the OtherTrunk attribute. Genesys T-Server Equipped with Genesys SIP Server When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a SIP Server, the Passive VoIP recording mode is available. In Passive VoIP recording mode, the NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording. Genesys T-Server Equipped with Cisco CallManager When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with a Cisco CallManager, the following recording modes are available: Active VoIP Recording: In Active VoIP Recording, audio packets are sent directly to the NICE VoIP Logger s IP address, and there is no need for filtering. This connectivity is used for Total Recording and Interaction-Based Recording. Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total Recording and Interaction-Based Recording. Chapter 1: Overview 31

32 Call Types and Features Supported Call Types and Features Supported NOTE: For detailed information regarding the supported features for each configuration (switch version and interface version), refer to the EIS full products price list and the Integration Description Document (IDD). The following call types and features are supported by NICE Perform. Total Recording: Records all calls for all connected inputs. Interaction-based Recording Selective Recording: Records selected calls based on filter criteria. QA: Enables administrators to evaluate calls (via NiceUniverse). ROD: Enables agents to record a call on-the-fly. The Genesys driver supports the following call scenarios: Simple internal/external calls: Records internal, inbound and outbound calls. Inbound/outbound calls to the xxx: The NICE Interactions Center enables users to specify calls to record according to a DNIS (Dialed Number Identification Service) number. Call Transfers: The following call transfer types are supported by the NiceLog System: Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B. Consultation Calls: For example, agent A calls a customer, and then calls agent B. Agent A then transfers the customer to agent B. Single Step Calls: For example, agent A calls a customer, and then transfers the call to agent B. Agent A does not wait for agent B to answer the call. If Agent B is not available, the call is disconnected. Conference Calls: NICE Interactions Center enables three-way conference call recording, including the following: Blind Calls: For example, agent A calls a customer, and then transfers the customer to agent B, without establishing a connection with agent B. Consultation Calls: For example, agent A calls a customer, and then calls agent B. Agent A then transfers the customer to agent B. Agent Login/Logout: Agents can log in and out of stations using Agent IDs (free seating). Calls are inserted into the NICE Interactions Center Calls database according to the Agent ID entered upon login. NiceLog can be commanded to record calls based on Agent IDs, and users can query calls using Agent IDs as search criteria. NOTE: This feature should be supported by the PBX as well. In those cases where the PBX does not supply this information, the agents can login/logout using the Genesys Desktop application. The driver then receives this information from the Genesys T-Server. Chapter 1: Overview 32

33 The Genesys driver supports the following features: Compound ID: Enables tracking of a call from the beginning to the end. Call Types and Features Supported Connection ID tracking: Follows the call events according to the Genesys ConnectionID parameter. Redundancy: After a failure occurs, the Genesys driver tries to reconnect to the backup T-Server automatically (and vice versa). Only one instance of the driver is running and is responsible for both T-Servers. NOTE: The Redundancy feature is supported on a project-based commitment only. The Genesys T-Server works in two redundancy modes: Warm Standby: A backup T-Server begins working if the primary T-Server fails. All the call events/requests that occurred during the failure are lost and the backup T-Server will handle all new call events/requests. Hot Standby: A backup T-Server begins working if the primary T-Server fails. The backup T-Server is fully synchronized with the primary T-Server and will handle the call events/requests when the failure occurred. Chapter 1: Overview 33

34 Supported Database Fields Supported Database Fields The supported database fields can change depending on the CTI information supported by the switch and the switch configuration. If supported, Table 1-1: Supported Database Fields lists CTI data from the Genesys switch that is automatically entered into the NICE Interactions Center. From the Business Analyzer, this information can be queried for further analysis. Table 1-1: Supported Database Fields Genesys Field Name NICE Perform Database Fields Description Station nvcstation Participant Station Phone number nvcphonenumber Participant Phone Number Direction ticalldirectiontypeid Segment Call Direction Type ID Call ID ipbxcallid Segment Switch Call ID Connection ID Can be defined manually as User Data UCID vcpbxuniversalcallinteractionid UNID Agent ID nvcagentid Participant Agent ID DNIS DNIS Dialed Number Identification Service Trunk Information User Data vctrunkgroup vctrunknumber (No default field since it is user defined) Participant Trunk Group Participant Trunk Number Additional CTI Fields (Business Data) You customize your site s database by including CTI data that is available from your switch and is not automatically entered into the NICE Interactions Center. In the System Administrator, you define a new data field (Reserved Column) for the additional CTI data you want to include. You then map each Reserved Column to a corresponding Optional ID, according to the size (bytes) of the CTI data from the switch. To configure the additional CTI fields, see Configuring Additional CTI Fields (Business Data) on page 99. Chapter 1: Overview 34

35 Application Level Interface Application Level Interface Genesys T-Server supports the following: Monitoring Devices: The driver sends monitor requests for the devices in the Monitored Devices list only. NOTE: Each DN that will be monitored (recorded) by the NICE Systems requires a license from Genesys. In Service Observation (by device) and Single Step Conference (by call) DMCC recording, each virtual device that will be configured in the CTI and will be filtered by the driver requires a license from Genesys as well. Business Data Configuration: A CTI system can add data to the call segment via CTI desktop applications such as soft phones or Agent Desktop applications. To view this data in the NICE Interactions Center database, you must map these variables to the NICE Interactions Center variables. Business data can be a credit card number, transaction information, or any field defined specifically for this purpose. The Genesys T-Server can be configured to send this information to its client applications. The User Data information is sent in the following format: Key Name & Key Value For example: Credit_Card_Number = See Configuring Additional CTI Fields (Business Data) on page 99. Chapter 1: Overview 35

36 Limitations and Special Behavior Limitations and Special Behavior This section describes the behavior and limitations of each switch when the Genesys driver is integrated into the environment. Generic CTI Driver Limitations This section describes the known CTI driver limitations. Wrong direction in the following scenario: A customer calls a supervisor; the supervisor calls an agent and then transfers the call. The Generic driver cannot predict the direction of the call between the agent and the customer (if the call is Outgoing or Incoming) because the Generic driver does not know the direction of the first call (between the supervisor and the customer). The driver assigns this call as Outgoing by default. General T-Server Limitations In Transfer and Conference calls, the direction after the Transfer/Conference may be incorrect. This occurs because Genesys keeps the first call direction in all the segments of a complex call. For example: If a call starts as Internal and then the consultation phase is Outbound, then at times the Transfer/Conference is reported as Internal instead of Outgoing. In Blind Transfer/Conference calls to an unmonitored device, and if the target does not answer, the driver still opens a segment to the target device (if there is another party in the call that is being monitored). A dummy segment then appears in the database for the scenario. NOTE: This occurs because Genesys sends established events only on the device that is answering. If the device that answers is unmonitored, the Genesys T-Server will not establish the event. Therefore, the Genesys driver establishes the call in all cases. When the other side closes the call, then the segment will be closed. Alcatel-Lucent Limitations Alcatel-Lucent OMNIPLX 4400 LX is not supported. The Alcatel-Lucent driver does not support T1 trunk-side recording, and only supports E1 trunk-side recording. There is a limitation when agent A1 calls agent A2, agent A2 does not answer and the call is diverted to agent A3, and then agent A1 blindly transfers the call to customer C1. The A3 OUT C1 report is missing from the database and the audio is not in the Compound call. The End Compound report appears when the call between agent A3 and customer C1 ends. Genesys switches the Originator and Destination DN when the transfer takes place. Chapter 1: Overview 36

37 Limitations and Special Behavior There is a limitation when agent A1 calls customer C1 and then blindly transfers the call to agent A2 who does not answer, and the call is diverted to Agent A3 who answers. The End Compound report is missing from the database. The expected results are as follows: A1 OUT C1, TS A1 OUT C1, D Aspect Limitations The availability of ANI and DNIS depends on the specific switch configuration. Aspect generates an Offered event with the same Call ID as the Transfer event. The following may therefore occur. An agent A1 calls a customer C1 and blindly transfers him to agent A2 (using CCT). Agent A2 talks to the customer. The call direction is recorded as IN, even though the direction of the first call is OUT. Analog extensions will not be recorded/ Avaya Limitations There is a limitation when a customer calls monitored agent A1, and agent A1 presses the Park Call button and performs a consultation transfer to monitored agent A2. While agent A1 is connected to agent A2, agent A1 again presses the Park Call button. Agent A2 is disconnected from the call and agent A1 retrieves the connection to the external party. At this point call recording stops. Ericsson Limitations Free seating and Agent ID information is only supported on the MD110 MX-ONE when the DAC features are available on the MD110 MX-ONE and the CCA is installed too. Nortel Limitations NOTE: The second Compound call is reported with direction INTRN, as there is no information re the device type. In Nortel switches with Meridian Link version 5C or Symposium Call Center 4.0 and higher, login information is sent by the Genesys T-Server when the agent manually logs into the phone. However, in earlier versions, the login information is not sent when the agent manually logs into the phone. In all versions, login information is sent by the Genesys T-Server when the agent logs into the phone using the Genesys SoftPhone. There is a limitation when agents A and B are on an internal call and either one of the agents transfers the call to either a customer or supervisor. Only the call between the two agents is reported, and there is a transfer flag. Chapter 1: Overview 37

38 Limitations and Special Behavior There is a limitation when agents A and B are on an internal call and either one of the agents initiates a conference call to either a customer or supervisor (C). The call from the agent to C is not reported. Agent A1 and customer or supervisor C1 are engaged in a call.there are several limitations when: C1 transfers the call blind to another customer or supervisor C2, that is, without establishing a connection with C2. The call between A1 and C1 is only closed when the call with C2 is closed. Either A1 or C1 initiates a call transfer, speaks to a customer or supervisor C2 and then transfers the call. There is no transfer flag for the call between A1 and C1. MEI Server issues: The AutoClean process on the MEI server, which runs every day at midnight, may trigger a shutdown message. In Backup mode, when shutting down the MEI server, the TCP connection breaks. No shutdown message is sent to the driver. Disabling the high-speed link may trigger a shutdown message. Chapter 1: Overview 38

39 Siemens Limitations Limitations and Special Behavior A parked call to a supervisor is not supported, and after the park, the call will not be recorded. After the supervisor picks up the parked call, the call will not be recorded even if the other participant of the call is an agent. Trunk information is not always reported. The switch reports trunk information in the following events only: outbound scenarios - networked reached events incoming scenarios - ringing events. If the Genesys driver does not receive trunk information on these events from the T-Server, the trunks will not be recorded. For example: A customer calls a supervisor, and then the supervisor transfers the customer to an agent, the trunk information is not reported by Genesys. Chapter 1: Overview 39

40 Blank page for double-sided printing.

41 2 Genesys Switch Configuration IMPORTANT This chapter provides information for NICE Perform site engineers. The actual switch configuration is performed by the Genesys site engineer only. Contents Overview...42 Confirming the Switch DN Configuration...42 Verifying the Genesys T-Server Configuration...43 Checking the Genesys Redundancy Server Configuration...47 Viewing the Specific Switch Configurations...49 Testing the Genesys Configuration...53 Chapter 2: Genesys Switch Configuration 41

42 Overview Overview There are several procedures that must be followed to check the switch and Genesys T-Server configuration. These procedures apply to all the types of Genesys T-Server applications. Confirming the Switch DN Configuration Verifying the Genesys T-Server Configuration Checking the Genesys Redundancy Server Configuration Viewing the Specific Switch Configurations Testing the Genesys Configuration Confirming the Switch DN Configuration The DNs or devices are configured in the Genesys Configuration Manager. It is useful to check this information if there are no events for specific devices. For switch-specific procedures, see Viewing the Specific Switch Configurations. To check the DN configurations: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Switch > DNs. A list of the configured DNs appears in the right-hand pane. Figure 2-1 Genesys Configuration Manager - DNs 2. Verify that all the monitored DNs appear. Chapter 2: Genesys Switch Configuration 42

43 Verifying the Genesys T-Server Configuration It is important to check the following: Checking Genesys T-Server Licenses Viewing the Genesys T-Server Switch TCP Link Checking Genesys T-Server Licenses Verifying the Genesys T-Server Configuration To enable NICE System to monitor interactions in the Genesys T-Server environment, you must obtain right to monitor licenses from Genesys for monitoring devices and agent seats. The two types of monitoring licenses are: tserver_tdn: Used for monitoring devices. tserver_sdn: Used for monitoring agent seats. These licenses enable NICE to monitor all available PABX devices (agent extension, positions, VDNs, ACD/Queue, IVR/VRU ports, other routing entities, and so on) and provide full support for CTI features, including compound call, tracking, call direction and trunk information. You must ensure that there are sufficient licenses as follows: Checking the Licenses using Genesys Configuration Manager Checking the Licenses using FlexLM License Manager Checking the Licenses using Genesys Configuration Manager You can check the license information in the Genesys Configuration Manager. To check the Genesys licenses: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click on the required Genesys T-Server Application, and click Properties. 3. Select the Options tab. 4. Select license from the dropdown list. The following window appears. Chapter 2: Genesys Switch Configuration 43

44 Figure 2-2 Genesys Configuration Manager - Licenses Verifying the Genesys T-Server Configuration 5. Verify that there are sufficient licenses. Checking the Licenses using FlexLM License Manager The FlexLM License Server enables you to check how many of these licenses have been issued and how many are in use when the Genesys T-Server Application is running. To check the Genesys licenses: 1. Make sure that the Genesys T-Server is running. 2. In the LMTOOLs window, select the Server Status tab. The following window appears. Chapter 2: Genesys Switch Configuration 44

45 Verifying the Genesys T-Server Configuration Figure 2-3 LMTOOLS - Server Status 3. Verify that there are sufficient licenses. For example, in this example, you can monitor a total of 200 DNs, of which 102 licenses are currently in use. Viewing the Genesys T-Server Switch TCP Link The Genesys T-Server is connected to the switch via a TCP link. For Avaya, this information should also be checked against the information configured on the switch end, that is, the CTI link for the MAPD card. To check the link-tcp: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click on the required Genesys T-Server Application, and click Properties. 3. Select the Options tab. 4. Select link-tcp from the dropdown list. The following window appears. Chapter 2: Genesys Switch Configuration 45

46 Figure 2-4 Genesys Configuration Manager - TCP Switch Link Verifying the Genesys T-Server Configuration 5. Check the following information in the window: hostname: IP address of the switch link-number: Link number to the switch port: Port number used to communicate with the switch Chapter 2: Genesys Switch Configuration 46

47 Checking the Genesys Redundancy Server Configuration Checking the Genesys Redundancy Server Configuration The Genesys T-Server works in a warm or hot standby redundancy mode. You configure this information when you create a new CTI Interface. See Configuring a New CTI Connection on page 58. IMPORTANT Verify that the cti_ha_option parameter appears in the Genesys monitoring license. This parameter enables redundancy. See Checking Genesys T-Server Licenses on page 43. To check the Genesys redundancy server configuration on the primary T-Server: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click on the required Genesys T-Server Application, and click Properties. 3. Select the Server Info tab. The following window appears. Figure 2-5 Genesys Configuration Manager - Redundancy - Primary Server 4. Select the required Backup server from the Backup Server dropdown list. 5. Select the redundancy type from the Redundancy Type dropdown list. To check the Genesys redundancy server configuration on the backup T-Server: 1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located. 2. Right-click on the required Genesys T-Server Application, and click Properties. 3. Select the Server Info tab. Chapter 2: Genesys Switch Configuration 47

48 Checking the Genesys Redundancy Server Configuration The following window appears. Figure 2-6 Genesys Configuration Manager - Redundancy - Backup Server 4. Select the redundancy type from the Redundancy Type dropdown list. NOTE: The redundancy type can be Hot StandBy or Warm StandBy and both Genesys T-Servers must have the same redundancy type. Chapter 2: Genesys Switch Configuration 48

49 Viewing the Specific Switch Configurations Viewing the Specific Switch Configurations There are configuration procedures that are specific to certain switch types. The following switch-specific configurations are described: Nortel Symposium Position Configuration Aspect Agent Configuration Cisco CallManager Configuration Nortel Symposium Position Configuration Extensions must be associated with ACD positions, and vice-versa, for the Nortel switch. To check the position configurations: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Nortel Switch > DNs. A list of the configured devices appears in the right-hand pane. Figure 2-7 Genesys Configuration Manager - Nortel 2. Double-click on an ACD position. A window appears, displaying the ACD position properties, including the associated extension. Chapter 2: Genesys Switch Configuration 49

50 Figure 2-8 Genesys Configuration Manager - ACD Position Properties Viewing the Specific Switch Configurations 3. Click Cancel to close the window. 4. Double-click on an extension. A window appears, displaying the extension properties, including the associated ACD position. Figure 2-9 Genesys Configuration Manager - Extension Properties 5. Click Cancel to close the window. Chapter 2: Genesys Switch Configuration 50

51 Aspect Agent Configuration Viewing the Specific Switch Configurations Agent logins must be defined for the Aspect switch. To check the agent configurations: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Aspect Switch > Agent Logins. A list of the configured agent logins appears in the right-hand pane. Figure 2-10 Genesys Configuration Manager - Aspect 2. Verify that all the monitored agents appear. Cisco CallManager Configuration T-Server for Cisco CallManager supports Shared Lines and Extension Mobility configurations. These configurations are described in this section. To check the Cisco CallManager configuration, see page 52. Shared Lines The Cisco CallManager configuration supports Shared Lines, which enables more than one agent to share one line. Incoming calls to Shared Lines arrive directly to the Shared Line DN. Configurations for Shared Line DNs are: Using MAC address suffixes as a part of the DN number. Using user-friendly suffixes on multi-line IP phones with a unique DN on a second line. Both configurations can be implemented simultaneously at the same site. Chapter 2: Genesys Switch Configuration 51

52 Viewing the Specific Switch Configurations Extension Mobility T-Server for Cisco CallManager supports Cisco s Extension Mobility (EM), which enables dynamically assigning an EM profile number to a different telephone set. DNs with an assigned EM profile number do not appear differently in the Genesys Configuration Manager. To view configured devices, see the procedure below. To check the configured devices: 1. In Genesys Configuration Manager, expand the tree to Switches > Your Cisco Switch > DNs. A list of the configured devices appears in the right-hand pane. Figure 2-11 Genesys Configuration Manager - Cisco CallManager 2. Verify that all the monitored DNs appear. Shared lines with MAC address Chapter 2: Genesys Switch Configuration 52

53 Testing the Genesys Configuration You can test the configuration as follows: Checking the Genesys T-Server Status and Configuration Testing the Device Configuration Checking the Genesys T-Server Status and Configuration Testing the Genesys Configuration The Genesys Solution Control Interface (SCI) is used to start up, shut down and monitor the Genesys T-Server. You can use the SCI to check the T-Server logs and troubleshoot. To test the Genesys T-Server link configuration: 1. In the Genesys Solution Control Interface, expand the tree and select the required Genesys T-Server. The following window appears. Figure 2-12 Genesys Solution Control Interface 2. Check the following key information: Status: Whether the T-Server is started or stopped. Mode: Whether the T-Server is operating as the primary or backup server. Host: Name or IP address of the T-Server. For the primary and standby T-Server, you define this value when you create a new CTI Interface (see Figure 3-9 on page 58). Chapter 2: Genesys Switch Configuration 53

54 Testing the Genesys Configuration Port: The T-Server port ID. This information is used in the windows described above. Backup Server: The standby server, if specified. Testing the Device Configuration The Genesys ActiveX Desktop Toolkit StarterApp enables you to connect to the Genesys T-Server and monitor extensions, perform agent login, get business data, initiate and answer calls, and so on. This StarterApp toolkit is located on the Genesys installation DVD. To test a device: 1. Launch the Starter Application and select the Settings icon. 2. In the Connection tab, enter the T-Server Host and Port, and then click Connect. Figure 2-13 Settings Window - Connection Tab 3. Select the DN tab. Figure 2-14 Settings Window - DN Tab 4. Enter the Directory Number and Type, click Register and OK. The DN is registered. 5. Open the Event Log. Chapter 2: Genesys Switch Configuration 54

55 Testing the Genesys Configuration Figure 2-15 Event Log 6. Enter the extension number and click Dial. Genesys StarterApp dials the designated number, and events are generated. Figure 2-16 Genesys StarterApp 7. Expand the branches in the Event Log (Figure 2-15) to view the generated events. Chapter 2: Genesys Switch Configuration 55

56 Blank page for double-sided printing.

57 3 Configuring CTI Integrations for Genesys T-Server This chapter describes the procedures for integrating Genesys T-Server with NICE Perform Release 3.1. IMPORTANT You must install and configure Genesys T-Server before you configure the NICE Perform integration with it. See Genesys Switch Configuration on page 41. Contents Before you Begin...58 SNMP Service Installation...58 Configuring a New CTI Connection...58 Additional Configurations...70 Defining Business Data Fields...70 Configuring Rejected Devices or Trunks...71 Activating the Rejected Devices Real-time Plugin...74 Mapping NEQT Numbers to Trunk Groups (Alcatel Only)...76 Verifying the CTI Integration...78 Configuring Individual Components...79 Chapter 3: Configuring CTI Integrations for Genesys T-Server 57

58 Before you Begin Before you Begin Before you begin, ensure that the Genesys T-Server is installed and configured by a Genesys technician using the Configuration Management Environment (CME) or configuration files: Configuration Management Environment (CME). The CME is an interface application that maintains all the configuration of the Genesys suite. The following configuration parameters should be obtained from the CME or the configuration files: IP address and port of the T-Server IP address and port of the warm or hot standby T-Server (if operating with redundancy) Monitored devices User data (business data) IMPORTANT This information should be retrieved by the Genesys site engineer. Ensure that the site has sufficient number of Genesys T-Server licenses. Complete SNMP Service Installation below. SNMP Service Installation Before installing the integration software make sure that the SNMP Service is installed on your computer. NOTE: All system components must also be associated with each other appropriately. Configuring a New CTI Connection NOTE: It is important that the Genesys site engineer is present during the installation. The CTI Connection defines the actual CTI Server with which the system integrates. For every CTI Interface, a telephony switch is configured. This is the physical server on which the CTI Interface is installed. More than one interface may be installed on the same telephony switch, it is therefore important when configuring the CTI Interface that the correct telephony switch is defined. The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is not suitable because of site considerations or other factors, configure the CTI Interface, the Connection Manager, and the Driver separately, as described in Configuring Individual Components on page 79. Chapter 3: Configuring CTI Integrations for Genesys T-Server 58

59 Configuring a New CTI Connection The CTI Connection wizard enables you to define the CTI Interface, the Connection Manager, and the Driver. Follow the procedure below. IMPORTANT Before you begin, verify that the CLS is configured in the System Administrator. To configure the CTI Connection: 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode. Figure 3-1 Technician Mode 2. In the Organization tree, select CTI Integrations. Figure 3-2 CTI Integrations Selected 3. In the Details Pane, click. -or- From the Actions menu, select New CTI Connection. Figure 3-3 Action Menu The Set New CTI Connection Wizard starts. Chapter 3: Configuring CTI Integrations for Genesys T-Server 59

60 Configuring a New CTI Connection Figure 3-4 Set New CTI Connection Wizard - Introduction Progress bar through the Wizard 4. Click Next. The CLS and Telephony Switch definitions window appears. Figure 3-5 CLS and Telephony Switch Definitions Window 5. Click the Attach CTI to CLS drop-down list, and select the relevant CLS Server. Chapter 3: Configuring CTI Integrations for Genesys T-Server 60

61 Configuring a New CTI Connection 6. Click the Telephony Switch Type drop-down list, and select the telephony switch type at the site. In the example below, Ericsson is selected. Figure 3-6 CLS and Telephony Switch Definitions Window - Selecting Ericsson The telephony switch name appears in the Switch Name field. IMPORTANT When working in multiple driver systems, each driver has to have its own physical switch ID number. Continue as follows: To define a new telephony switch, see Step 7 on page 61. To select an existing switch, see Step 8 on page To define a new telephony switch, do the following: 7.1. Make sure that Define new telephony switch is selected. Select Define New Telephony Switch 7.2. In the CLS Reporting Type drop-down list, select CTI or CDR, depending on which reporting type is supported by the switch. Chapter 3: Configuring CTI Integrations for Genesys T-Server 61

62 Configuring a New CTI Connection 7.3. (Optional) To disable advanced CLS Reporting options, click Advanced. In the Agent Logon Mode area, clear the checkboxes to disable the following logon options: To the same station again - allows agents to log in to the same workstation more than once. To more than one station - allows agents to log in to more than one workstation. To a station another agent is logged into - allows more than one agent to log in to one workstation. NOTE: It is recommended that you leave all three Agent Logon modes selected Continue with Step 9 on page To use an existing telephony switch, do the following: 8.1. Select Use existing Telephony Switch. A drop-down list of existing telephony switches appears Click the drop-down list and select the relevant telephony switch. Figure 3-7 CLS and Telephony Switch Definitions Window Select Use existing Telephony Switch Chapter 3: Configuring CTI Integrations for Genesys T-Server 62

63 Configuring a New CTI Connection 8.3. Continue with Step 9 on page Click Next. The CTI Interface type window appears. Figure 3-8 CTI Interface Type Window In the Telephony Switch and CTI Interface Type area, make sure that Genesys is selected. 10. Click Next. The CTI Interface information window appears. Chapter 3: Configuring CTI Integrations for Genesys T-Server 63

64 Configuring a New CTI Connection Figure 3-9 CTI Interface Information Window In the Interface Connection Details area, all mandatory parameters appear in bold. 11. Enter the mandatory parameters described in Table 3-1 below by completing the following: In the Parameter column, double-click the parameter. The Switch Connection Parameter window appears. Figure 3-10 Switch Connection Parameter window Enter or select the correct value, and click OK. Table 3-1: Mandatory Parameters for Genesys T-Server Parameter SwitchAddress PortID Description Genesys T-Server IP address Genesys T-Server IP port ID 12. Leave the default settings for the Additional Interface Parameters. Chapter 3: Configuring CTI Integrations for Genesys T-Server 64

65 Configuring a New CTI Connection 13. (Redundancy only) To configure the redundant Genesys T-Server, complete the following: Clear the Show only required parameters checkbox. The UseRedundancyMechanism parameter appears. Figure 3-11 Required Redundancy Parameters Clear this checkbox Double-click UseRedundancyMechanism and select Yes from the Value drop-down list. The parameters to configure the secondary IP address and port appear. Chapter 3: Configuring CTI Integrations for Genesys T-Server 65

66 Configuring a New CTI Connection Figure 3-12 Required Redundancy Parameters Required Redundancy Parameters Repeat Step 11 on page 64 for the secondary IP address and secondary port. 14. Click Next. The Switch Devices Configuration window appears. Figure 3-13 Switch Devices Configuration Window Chapter 3: Configuring CTI Integrations for Genesys T-Server 66

67 Configuring a New CTI Connection 15. Click Next. The Optional Features window appears. Figure 3-14 Optional Features Window 16. Continue as follows: If you require none of the above options, continue with Step 17 on page 67. To define Business Data, select Business Data Fields Definition and continue with Defining Business Data Fields on page 70. If you require rejected devices or trunks, select Rejected Devices and continue with Configuring Rejected Devices or Trunks on page 71. If the telephony switch is Alcatel, select Trunk Group and continue with Mapping NEQT Numbers to Trunk Groups (Alcatel Only) on page 76. If you require Call Flow Analysis, select Call Flow Analysis. The Call Flow Analysis is automatically defined. Continue with Step 17 on page Click Next. Chapter 3: Configuring CTI Integrations for Genesys T-Server 67

68 Configuring a New CTI Connection The Select a Connection Manager window appears. Figure 3-15 Select a Connection Manager Ports in Use IMPORTANT If no Connection Manager currently exists in your site, this window does not appear. To create a new Connection Manager, complete the following: Select Create a new Connection Manager. From the Port drop-down list, select an available port that is not listed in the Ports in Use area. To select an available Connection Manager, complete the following: 18. Click Next. Select Select available Connection Manager. From the Port in use area, select the appropriate port. Chapter 3: Configuring CTI Integrations for Genesys T-Server 68

69 Configuring a New CTI Connection The Summary window appears. Figure 3-16 Summary Window 19. Click Finish. The new CTI Connection appears on the CTI Integrations - Summary tab. 20. (For an Avaya DMCC configuration only) To enable Single-Step Conference recording mode, you need to edit the configuration of the switch driver interface. See the description of PassOriginalCallID on page 163. Chapter 3: Configuring CTI Integrations for Genesys T-Server 69

70 Additional Configurations Defining Business Data Fields Additional Configurations Business Data fields are dynamic, depending on the Genesys T-Server configuration. Ask the Genesys site engineer for more information regarding the specific Business Data that you can configure. To define Business Data for Genesys T-Server: 1. Expand the Business Data Fields Definition area. Figure 3-17 Business Data Fields Definition 2. Click Add. The Add window appears. Figure 3-18 Business Data Field Window - Add 3. Using the information provided by the Genesys site engineer, complete the following: 3.1. In the Name field, enter the parameter name. Chapter 3: Configuring CTI Integrations for Genesys T-Server 70

71 Additional Configurations 3.2. In the Type field, select one of the following: String Integer Binary 3.3. Click OK. The Business Data field appears in the list. Configuring Rejected Devices or Trunks When you have two parallel CTI integrations, such as a simple integration and a Dialer integration, you need to make sure that only the relevant devices or trunks are monitored for each integration. You can reject (filter out) the devices or trunks that are monitored in one integration so that they will not be monitored in the other integration. IMPORTANT Activation of this Real-Time plugin only takes place after you select it in the Driver configuration, see Activating the Rejected Devices Real-time Plugin on page 74. To configure Rejected Devices or Trunks: 1. In the Rejected Devices area, add the devices and trunks you need to filter from the integration. For rejected devices, enter the rejected device ID. For rejected trunks, enter the rejected trunks using the following formula: T/Trunk group number/#/time slot EXAMPLE: To reject all trunks in Trunk Group 5, enter - T5#* To reject all trunks, enter - T*#* To reject trunk numbers 3 to 6 in trunk group 7, enter - T7#3, T7#4, T7#5 and T7#6 2. Continue with the relevant procedure: To add rejected devices/trunks, select the relevant procedure: To add a single rejected device/trunk, continue with Step 3 on page 72. To add a range of rejected devices/trunks, continue with Step 4 on page 72. To import a file of rejected devices/trunks, continue with Step 5 on page 73. To search for a rejected device/trunk, continue with Step 6 on page 73. To delete rejected devices/trunks, continue with Step 7 on page 73. Chapter 3: Configuring CTI Integrations for Genesys T-Server 71

72 Additional Configurations Figure 3-19 Connection Manager Switches Configuration Window 3. To add a rejected device/trunk, click Add. The Add Rejected Device window appears. Figure 3-20 Add Rejected Device Window In the Device field, enter the device number and click OK. 4. To add a range of rejected devices, click Add Range. The Rejected Devices window appears. Figure 3-21 Add Range of Rejected Devices Window Complete the information and click OK. NOTE: You cannot add a range of rejected trunks using this method. You can, however, import a file with a list of rejected trunks. Chapter 3: Configuring CTI Integrations for Genesys T-Server 72

73 Additional Configurations 5. To import a file of rejected devices/trunks, click Import. The Import Rejected Devices List window appears. Figure 3-22 Import Rejected Devices List Window Complete the information and click OK. NOTE: Use this method to import a file of rejected trunks. The rejected devices appear in the Devices list. 6. To search for a rejected device/trunk, click. The Search For Device window appears. Figure 3-23 Search For Device Window 6.1. In the Device field, enter the device ID or trunk information Click OK. 7. To delete devices or trunks, select the devices or trunks that you want to delete and click. NOTE: The devices and trunks are deleted with no warning message. All rejected trunks and devices appear in the Devices list. Chapter 3: Configuring CTI Integrations for Genesys T-Server 73

74 Additional Configurations Figure 3-24 Rejected Devices 8. If you are configuring the New CTI Connection wizard, continue with Step 17 on page After you have configured the New CTI Connection wizard, continue with Activating the Rejected Devices Real-time Plugin on page 74. Activating the Rejected Devices Real-time Plugin Activation of this Rejected Devices Real-Time Plugin only takes place after you select it in the Driver configuration. Follow the procedure below. To define rejected devices and trunks: 1. In the Organization tree, select CTI Integrations > Drivers > the relevant driver associated with the Genesys T-Server. The selected driver definitions appears. Figure 3-25 Driver General Information Window Chapter 3: Configuring CTI Integrations for Genesys T-Server 74

75 Additional Configurations 2. Click the Interfaces tab. Figure 3-26 Attach Driver Interfaces Window Select the relevant CTI Interface 3. Select the relevant CTI Interface and click. 4. Expand Driver Real-time Plugins. Figure 3-27 Driver Real-Time Plugins Area Select Rejected Devices 5. Select Rejected Devices. 6. Click OK. Chapter 3: Configuring CTI Integrations for Genesys T-Server 75

76 Mapping NEQT Numbers to Trunk Groups (Alcatel Only) Additional Configurations In the Alcatel integration, trunk information is reported in paired numbers, each comprised of the NEQT number and timeslot. To enable NICE Perform to receive complete CTI information, you must define the NEQT number and map it to a trunk group. The NEQT number is reported by the CTI Interface, and will be used by the RCM (Resource Call Manager) to map the call's audio. TIP: You create the trunk group in System Administrator under Master Site > CLS Definitions > Channel Mapping. For information about this, see the Channel Mapping Guide. To map NEQT numbers to trunk groups: 1. Expand the Trunk Groups Definition Neqt area. Figure 3-28 Trunk Groups Definition NEQT 2. Click Add. The Trunk Group - Add window appears. Chapter 3: Configuring CTI Integrations for Genesys T-Server 76

77 Additional Configurations Figure 3-29 Trunk Group - Add Window 2.1. In the Neqt number, Number of neqt to add, and Trunk Group fields, enter the values. You obtain these values from the Alcatel-Lucent switch. For more information, see the Integration with Alcatel-Lucent guide Click OK. 3. Click Next to continue to selecting a Connection Manager. See Figure 3-15 on page 68. Chapter 3: Configuring CTI Integrations for Genesys T-Server 77

78 Verifying the CTI Integration Verifying the CTI Integration This procedure describes how to verify that all the relevant system components have been attached. To verify that all system components have been attached: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations and select CTI Integrations. 2. Click the Diagram tab. A diagram of the Avaya PC integration appears. Figure 3-30 CTI Integrations Diagram NOTE: This diagram only displays the connection layout. IT DOES NOT notify you if the connection between the different components is established or not! Chapter 3: Configuring CTI Integrations for Genesys T-Server 78

79 Configuring Individual Components Configuring Individual Components The recommended CTI Integration workflow configures the complete CTI connection using the New CTI Connection wizard (see Configuring a New CTI Connection on page 58). If this wizard is not suitable due to site considerations or other factors, you must configure each component individually. The table below (Table 3-2: Individual CTI Components) provides you with the relevant path for each individual component s wizard, in the System Administrator application. IMPORTANT Make sure that you have the required prerequisite information for each wizard before you begin. See the table below for this information. Table 3-2: Individual CTI Components Wizard Required Information Path CTI Interface IP Address and port of the T-Server IP address and port of the warm or hot standby T-Server, if redundancy is used Monitored devices Recording Method Select CTI Integrations > CTI Interfaces. Then, from the Actions menu, select New CTI Interface. Connection Manager The name of the Connection Manager Default port number The IP address or Host Name where the Connection Manager is installed Reporting levels for all messages, if different from the defaults If any Connection Manager parameters need to be defined, their names and values The CTI Interfaces that are connected to the Connection Manager and any parameters and their values that might need to be customized. Select CTI Integrations > Connection Managers. Then, from the Actions menu, select New Connection Manager. Chapter 3: Configuring CTI Integrations for Genesys T-Server 79

80 Configuring Individual Components Table 3-2: Individual CTI Components (Continued) Wizard Required Information Path Driver The name of the driver The IP address or Host Name where the driver is installed The NICE Interactions Center servers connected to the driver Reporting levels for all messages, if different from the defaults If any driver parameters need to be defined, their names and values The CTI Interface that will be connected to the driver Select CTI Integrations > Drivers. Then, from the Actions menu, select New Driver. For detailed information, see the System Administrator s Guide. Chapter 3: Configuring CTI Integrations for Genesys T-Server 80

81 4 Configuring Channel Mapping for Genesys This chapter describes the procedures required to configure the channel mapping. Select the relevant channel-mapping method according to your required recording type. Contents Overview for Channel Mapping...82 Extension-Side Recording...83 Configuring Channels Definition...83 Configuring Sources Definition...84 Configuring Static Mapping...85 Trunk-Side Recording...86 Configuring Channels Definition...86 Configuring Sources Definition...87 Configuring Static Mapping...88 Passive VoIP Devices...89 Configuring Sources Definitions...91 Configuring Static Mapping...92 Configuring Dynamic Mapping...92 Active VoIP Devices...94 Configuring Channels Definition...94 Configuring Sources Definition...95 Configuring Static Mapping...97 Configuring Dynamic Mapping...97 Chapter 4: Configuring Channel Mapping for Genesys 81

82 Overview for Channel Mapping Overview for Channel Mapping This chapter describes the procedures required to configure the channel mapping: Channels Definition Sources Definition Static Mapping Dynamic Mapping To define channel mapping: 1. Define Logger Channels All Audio Loggers must be defined in the Channels Definition branch of the Channel Mapping definition. When defining the Logger s channels, the definitions you make in the System Administrator must be identical to the configuration of the Logger! Determine the information below about the Logger before proceeding! The Logger types are the available channels in time slots from the trunks that are to be recorded. Logger types are listed in the System Administrator Guide. 2. Define Sources Sources are two device data types, or workstation data definition to be recorded on the Logger. Each Source must be defined in the Sources Definition branch of the Channel Mapping definition. 3. Map Channels to Sources Depending on the types of channels and sources, this is done using either Static or Dynamic mapping. 4. Update the CLS The CLS must be updated with the new definitions. System Administrator Guide. Chapter 4: Configuring Channel Mapping for Genesys 82

83 Extension-Side Recording Extension-Side Recording When the source of the recording is extension-side, follow the below procedures. See the Channel Mapping Guide for detailed procedures. Configuring Channels Definition To configure Channels Definition: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition. Figure 4-1 Channels Definition Branch 2. In the Channels Definition section, click the relevant logger. 3. In the Update Channel Details window, define the Channels. Figure 4-2 Update Channel Details Window Select Plain (Total) or Time Selective (Interaction-based) 3.1. From the Recording Type drop-down list, select the relevant recording type: Plain (Total Recording) Time Selective (Interaction-based Recording) 3.2. From the Summation Support drop-down list, select the relevant settings: If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes. Chapter 4: Configuring Channel Mapping for Genesys 83

84 Extension-Side Recording If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.) 3.3. (Optional) If your site requires Inserter Support, in the Inserter Support drop-down list, select Yes. NOTE: Inserter Support is only applicable for Plain (Total-Recording) channels. 4. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all 5. Proceed to configure source definitions, see Configuring Sources Definition on page 84. Configuring Sources Definition To configure Sources Definition: 1. In the Organization tree, expand the Sources Definition branch. 2. Define the Sources, either using the Wizard or manually. Figure 4-3 Source Type Selection Window Select Extension 3. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all 4. Proceed to configure source definitions, see Configuring Static Mapping on page 85. Chapter 4: Configuring Channel Mapping for Genesys 84

85 Configuring Static Mapping Extension-Side Recording To configure Static Mapping: 1. In the Organization tree, expand the Static Mapping branch. 2. Define Static Channel Mapping. Follow the standard Static Mapping procedures. NOTE: Extensions cannot be mapped using Dynamic Mapping. 3. After defining the channels and attaching the sources, click Save. 4. Click the button. This updates the CLS Server with the new mapping definitions. Figure 4-4 Update Configuration Update Configuration button Save button Chapter 4: Configuring Channel Mapping for Genesys 85

86 Trunk-Side Recording Trunk-Side Recording When the source of the recording is trunk-side, following the below procedures. See the Channel Mapping Guide for detailed procedures. Configuring Channels Definition To configure Channels Definition: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition. Figure 4-5 Channels Definition Branch 2. In the Channels Definition section, click the relevant logger. 3. In the Update Channel Details window, define the Channels. Figure 4-6 Update Channel Details Window Select Plain (Total Recording) or Time Selective (Interaction-based Recording) or Digital Matrix 3.1. From the Recording Type drop-down list, select the relevant recording type: Plain (Total Recording) Time Selective (Interaction-based Recording) Digital Matrix 3.2. From the Summation Support drop-down list, select the relevant settings: If Summation Support exists (you want the Logger to sum Rx and Tx and record them on one channel), select Yes. Chapter 4: Configuring Channel Mapping for Genesys 86

87 Trunk-Side Recording If Summation Support does not exists, select No. (The Logger cannot sum Rx and Tx input. In this case for summation, the Logger should be mapped to a summed input source. If it is mapped to an unsummed input, then the Rx and Tx will be recorded on two separate channels.) 3.3. (Optional) If your site requires Inserter Support, in the Inserter Support drop-down list, select Yes. NOTE: Inserter Support is only applicable for Plain (Total Recording) channels. 4. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all 5. Proceed to configure source definitions, see Configuring Sources Definition on page 87. Configuring Sources Definition To configure Sources Definition: 1. In the Organization tree, expand the Sources Definition branch. 2. Define the Sources (the trunks) either using the Wizard or manually. Figure 4-7 Source Type Selection Window Select Trunk 3. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all 4. Proceed to configure source definitions, see Configuring Static Mapping on page 88. Chapter 4: Configuring Channel Mapping for Genesys 87

88 Configuring Static Mapping Trunk-Side Recording NOTE: Plain (Total Recording) or Time Selective (Interaction-based Recording) recording channels cannot be mapped using Dynamic Channel mapping. To configure Static Mapping: 1. In the Organization tree, expand the Static Mapping branch. 2. Define Static Channel Mapping. Follow the standard Static Mapping procedures. 3. After defining the channels and attaching the sources, click Save. 4. Click the button. This updates the CLS Server with the new mapping definitions. Figure 4-8 Update Configuration Update Configuration button Save button Chapter 4: Configuring Channel Mapping for Genesys 88

89 Passive VoIP Devices There are two types of Passive VoIP Device recording channels: Total Recording (Plain)- uses Static Mapping Passive VoIP Devices Selective Recording (Interaction-based) - uses either Static Mapping or Dynamic Mapping NOTE: When both Total Recording and Interaction-based Recording are required, you can configure them at the same time. Total-Recording Workflow Selective (Interaction-based) Recording Workflow Channels Definition Channels Definition Sources Definition Sources Definition OR Static Mapping Static Mapping Dynamic Mapping To record Passive VoIP Devices, follow the below procedures. See the Channel Mapping Guide for detailed procedures. Configuring Channels Definition To define channels definition: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition. Figure 4-9 Channels Definition Branch 2. In the Channels Definition section, click the relevant logger. 3. In the Update Channel Details window, define the Channels. Chapter 4: Configuring Channel Mapping for Genesys 89

90 Passive VoIP Devices Figure 4-10 Update Channel Details Window Select Passive VoIP 3.1. From the Recording Type drop-down list, select Passive VoIP For Total Recording: In the Number of Total Passive VoIP Channels field, enter the relevant number of channels. In the Number of Selective Passive VoIP Channels field, enter For Selective Recording: In the Number of Total Passive VoIP Channels field, enter 0. In the Number of Selective (Interaction-based) Passive VoIP Channels field, enter the relevant number of channels Speaker Separation Support depends on the Logger configuration: If the source needs to be summed, select No. If the logger was set to record Rx and Tx, select Yes (Optional) If your site requires Inserter Support, in the Inserter Support drop-down list, select Yes. NOTE: Inserter Support is only applicable for Plain (Total Recording) channels. 4. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all 5. Proceed to configure source definitions, see Configuring Sources Definitions on page 91. Chapter 4: Configuring Channel Mapping for Genesys 90

91 Configuring Sources Definitions Passive VoIP Devices To configure Sources Definition: 1. In the Organization tree, expand the Sources Definition branch. 2. Define the Sources in one of the following ways: 2.1. Import source definitions directly from the Integrations (Switches): Expand the relevant Sources attached to physical Switch Click and run the Import from Integrations wizard. Figure 4-11 Update Channel Details Window - Import from Integrations Import from Integrations -or Define sources that are attached to a physical switch using either the Wizard or manually. NOTE: You must enter a static IP address for each device. Figure 4-12 Source Type Selection Window Select Passive VoIP Devices 3. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all Chapter 4: Configuring Channel Mapping for Genesys 91

92 Passive VoIP Devices 4. Proceed to configure static mapping, Configuring Static Mapping on page 92, or dynamic mapping, Configuring Dynamic Mapping on page 92. Configuring Static Mapping NOTE: Total-Recording must be mapped using Static Mapping. To configure Static Mapping: 1. In the Organization tree, expand the Static Mapping branch. 2. Define Static Channel Mapping. Follow the standard Static Mapping procedures. 3. After defining the channels and attaching the sources, click Save. 4. Click the button. This updates the CLS Server with the new mapping definitions. Figure 4-13 Update Configuration Update Configuration button Save button Configuring Dynamic Mapping NOTE: Interaction-based recording can be mapped either by Static Mapping or Dynamic Mapping. To configure Dynamic Mapping: 1. In the Organization tree, expand the Dynamic Mapping branch. 2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures. 3. After defining the channels and attaching the sources, click Save. 4. Click the button. This updates the CLS Server with the new mapping definitions. Chapter 4: Configuring Channel Mapping for Genesys 92

93 Passive VoIP Devices Figure 4-14 Update Configuration Update Configuration button Save button Chapter 4: Configuring Channel Mapping for Genesys 93

94 Active VoIP Devices There are three types of Active VoIP Device recording channels: Total Recording by Device Selective by Device Selective by Call Active VoIP Devices NOTE: When both Total Recording and Interaction-based Recording are required, you can configure them at the same time. Total-Recording By Device Workflow Channels Definition Selective By Call Workflow Channels Definition Selective By Device Workflow Channels Definition Sources Definition Sources Definition Sources Definition OR Static Mapping Dynamic Mapping Static Mapping Dynamic Mapping To record Active VoIP Devices, following the below procedures. See the Channel Mapping Guide for detailed procedures. Configuring Channels Definition To configure Channels Definition: 1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition. Figure 4-15 Channels Definition Branch 2. In the Channels Definition section, click the relevant logger. 3. In the Update Channel Details window, define the Channels. Chapter 4: Configuring Channel Mapping for Genesys 94

95 Active VoIP Devices Figure 4-16 Update Channel Details Window Select Active VoIP 3.1. From the Recording Type drop-down list, select Active VoIP In the Number of Total Active VoIP Channels by Device field, enter the relevant number of channels In the Number of Selective Active VoIP Channels by Call field, enter the relevant number of channels In the Number of Selective Active VoIP Channels by Device field, enter the relevant number of channels Speaker Separation Support depends on the Logger configuration: If the source needs to be summed, select No. If the logger was set to record Rx and Tx, select Yes (Optional) If your site requires Inserter Support, in the Inserter Support drop-down list, select Yes. NOTE: Inserter Support is only applicable for Plain (Total Recording) channels. 4. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all 5. Proceed to configure source definitions, see Configuring Sources Definition on page 95. Configuring Sources Definition To configure Sources Definition: 1. In the Organization tree, click the Sources Definition branch. 2. Define the Sources in one of the following ways: Chapter 4: Configuring Channel Mapping for Genesys 95

96 2.1. Import source definitions directly from the Integrations (Switches): Expand the relevant Sources attached to physical Switch Run the Import from Integrations wizard. Figure 4-17 Update Channel Details Window - Wizard Active VoIP Devices Import from Integrations -or Create source definitions either using the Wizard or manually. Figure 4-18 Source Type Selection Window Select Active VoIP 3. Click to save all changes. NOTE: Do not click the update configuration button the channel mapping procedures. until you have completed all 4. Proceed to configure static mapping, Configuring Static Mapping on page 97, or dynamic mapping, Configuring Dynamic Mapping on page 97. Chapter 4: Configuring Channel Mapping for Genesys 96

97 Active VoIP Devices Configuring Static Mapping NOTE: Total by Device recording channels cannot be mapped using Dynamic Channel Mapping and must be mapped by Static Mapping. Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or by Dynamic Mapping. For Dynamic Mapping, see Configuring Dynamic Mapping on page 97. To configure Static Mapping: 1. In the Organization tree, expand the Static Mapping branch. 2. Define Static Channel Mapping. Follow the standard Static Mapping procedures. 3. After defining the channels and attaching the sources, click Save. 4. Click the button. This updates the CLS Server with the new mapping definitions. Figure 4-19 Update Configuration Update Configuration button Save button Configuring Dynamic Mapping NOTE: Selective (Interaction-based) by Call recording channels cannot be mapped using Static Channel Mapping and must be mapped by Dynamic Mapping. Selective (Interaction-based) by Device recording channels can be mapped either by Static Mapping or Dynamic Mapping. For Static Mapping, see Configuring Static Mapping on page 97. To configure Dynamic Mapping: 1. In the Organization tree, expand the Dynamic Mapping branch. 2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures. 3. After defining the channels and attaching the sources, click Save. Chapter 4: Configuring Channel Mapping for Genesys 97

98 Active VoIP Devices 4. Click the button. This updates the CLS Server with the new mapping definitions. Figure 4-20 Update Configuration Update Configuration button Save button. Chapter 4: Configuring Channel Mapping for Genesys 98

99 5 Configuring Additional CTI Fields (Business Data) This section explains how to enable access to Genesys switch information that is not automatically entered into NICE Interactions Center. Contents Accessing Genesys Switch Information (Business Data) Chapter 5: Configuring Additional CTI Fields (Business Data) 99

100 Accessing Genesys Switch Information (Business Data) Accessing Genesys Switch Information (Business Data) If you want to have access to Genesys switch information that is not automatically entered into the NICE Interactions Center, you need to: Create a new Reserved Column in the Database Server. Map this new column to an Optional ID in the CLS Server. Data fields automatically entered into the NICE Interactions Center are described in Supported Database Fields on page 34. IMPORTANT The available CTI fields change depending on the switch type. Ask your site engineer for a list of available CTI fields. Each CTI field from the switch requires a specific amount of storage space (bytes) to store it in the Database. Before you begin this procedure, you need to know the maximum size that is required for each CTI field. To access additional switch information (Business Data): 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode. Figure 5-1 Technician Mode 2. In the Organization tree, under Master Site > Database Servers, select the relevant database server. Figure 5-2 Organization Tree The Database Server details appear. Chapter 5: Configuring Additional CTI Fields (Business Data) 100

101 Accessing Genesys Switch Information (Business Data) Figure 5-3 Database Server Details Area 3. Click the Reserved tab. The Reserved Column Details area appears. Figure 5-4 Reserved Column Details Area 4. Click Add. The New Business Data window appears. Figure 5-5 New Business Data Window Chapter 5: Configuring Additional CTI Fields (Business Data) 101

102 5. In the New Column Properties area, define as follows: Accessing Genesys Switch Information (Business Data) 5.1. In the Column Name field, enter a name from of a business data field given to you by the site engineer In the Alias Name field, enter an Alias name. It is recommended to enter the same name as in the Column Name field From the Column Type drop-down list, select Text From the Size (bytes) list, select the storage space that is larger than the value required for the data. NOTE: Make sure that you choose a size that is more than sufficient for the CTI data. The size you select determines the available New Optional IDs in the CLS Server. After completing the next step, you cannot change the allotted storage space for the data Click Create. The new business data field appears in the Reserved Column Details area. Figure 5-6 Reserved Column Details Area - With New Business Data Field 6. Repeat Step 4 to Step 5.5 for each additional business data field that you have. 7. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > CLS Servers and select your CLS Server. 8. Click the Business Data tab. The CLS Business Data section appears. Chapter 5: Configuring Additional CTI Fields (Business Data) 102

103 Accessing Genesys Switch Information (Business Data) Figure 5-7 CLS Business Data Section 9. Select and double-click the relevant Business Data. The Map optional window appears. Figure 5-8 Map Optional Window 10. From the New Optional ID drop-down list, select an Optional ID whose size is correct for the Business Data. (The list of available Optional IDs is determined by the size you selected in Step 5.4 on page 102.) The type and size of each field is as follows: Table 5-1: Optional ID Fields Optional ID Field Numbers Type Maximum Size (Kb) 3, 4, 9, 10, 11, 12 Number N/A 1, 2, 13, 14, 15, 16 Text 20 7, 8 Text 30 5, 6, 17, 18, 19, 20, 21, 22 Text 40 23, 24, 25, 26, 27, 28, 29, 30 Text 80 31, 32 Text Click OK to close the Map optional window. 12. Click Save. IMPORTANT If you added Business Data while the NICE Interactions Center was running, you must restart the NICE Interactions Center. Chapter 5: Configuring Additional CTI Fields (Business Data) 103

104 Accessing Genesys Switch Information (Business Data) 13. To have access to these fields in Business Analyzer, change user permissions from the User s Administrator application. See the User s Administrator Guide for more information. 14. To view these fields in Business Analyzer, change the Preferences as necessary. See the Business Analyzer Guide for more information. Chapter 5: Configuring Additional CTI Fields (Business Data) 104

105 6 Installing the CTI Integration Software You install the CTI Integration software after configuring the Genesys T-Server, as described in Configuring CTI Integrations for Genesys T-Server on page 57. Contents Installing the NICE CTI Integration Software Maintaining the NICE CTI Integration Software Modifying the NICE CTI Integration software Repairing NICE CTI Integration software Removing NICE CTI Integration software Upgrading the NICE CTI Integration software Verifying the Version Number Chapter 6: Installing the CTI Integration Software 105

106 Installing the NICE CTI Integration Software Installing the NICE CTI Integration Software After configuring the Genesys switch, you install the CTI Integration software on the NICE Interactions Center. NOTE: It is preferable to install the CTI Integration software after performing the configuration. For a site with an existing CTI Integration software installed: If you already have a version of the NICE CTI Integration software installed, you may perform any of the following procedures: To add, modify, or remove the NICE CTI Integration software, see Maintaining the NICE CTI Integration Software on page 112. To upgrade the NICE CTI Integration software, see Upgrading the NICE CTI Integration software on page 117. To view the version number, see Verifying the Version Number on page 120. To install the CTI Integration software: 1. In the Interactions Center Server, insert the CD/DVD in the drive. 2. Navigate to \NICE Perform CTI Interaction Center\Interaction Center Drivers 9.12.x.x\Connection Manager Drivers, and double-click Setup.exe. The NICE Perform CTI Wizard starts. Figure 6-1 NICE Perform - CTI Setup Wizard The Welcome window to the CTI Integration setup appears. Chapter 6: Installing the CTI Integration Software 106

107 Figure 6-2 NICE Perform CTI - InstallShield Welcome Window Installing the NICE CTI Integration Software 3. Click Next. The Choose Destination Location window appears. Figure 6-3 Choose Destination Location Window 4. To change the default installation path, click Browse and select the required path. In the Choose Folder window, click OK. 5. Click Next. The Select Integrations window appears. Chapter 6: Installing the CTI Integration Software 107

108 Installing the NICE CTI Integration Software Figure 6-4 Select Integrations Window Expand the integration Select Genesys 6. Expand the relevant integration, and select Genesys. 7. Click Next. The System Administrator Server Location window appears. Figure 6-5 System Administrator Server Location Window Type the System Administrator service location Port number appears by default. The associated Port number (62070) appears by default. 8. In the Hostname/IP address field, enter the location of the System Administrator service. 9. Click Next. The Log On window appears. Chapter 6: Installing the CTI Integration Software 108

109 Installing the NICE CTI Integration Software Figure 6-6 Log On Window Select the relevant option: To configure for a network user account, (default setting) continue with Step 10 on page or- To configure for a local system account, continue with Step 11 on page For a network user account: In the This Account field, enter the domain\user In the Password field, enter the password Continue with Step For a Local System Account, select Local System Account. Continue with Step 12. Figure 6-7 Log On Window 12. Click Next. The Start Copying Files window appears. Chapter 6: Installing the CTI Integration Software 109

110 Installing the NICE CTI Integration Software Figure 6-8 Start Copying Files Window 13. Click Install. The Setup Status window appears and the installation begins. Figure 6-9 Setup Status Window The InstallShield Wizard Complete window appears. Chapter 6: Installing the CTI Integration Software 110

111 Installing the NICE CTI Integration Software Figure 6-10 InstallShield Wizard Complete Window 14. Click Finish. The Integration package is installed. Chapter 6: Installing the CTI Integration Software 111

112 Maintaining the NICE CTI Integration Software Maintaining the NICE CTI Integration Software When necessary, you can modify, repair, or remove the NICE CTI Integration software. Select the relevant procedure: Modifying the NICE CTI Integration software Select this to change the type of integration. Repairing NICE CTI Integration software Select this to repair the NICE CTI integration installation. It automatically reinstalls the existing CTI integration software as it is currently setup. Removing NICE CTI Integration software Select this to remove the NICE CTI integration installation. Modifying the NICE CTI Integration software You use the Modify option to change the integration type. Follow the procedure below to modify the NICE CTI Integration software. To modify the NICE CTI Integration software: 1. From the Control Panel, select Add or Remove Programs. Figure 6-11 Add or Remove Programs Window 2. Select NICE Perform Release CTI and click Change/Remove. The Welcome - CTI Setup window appears. Chapter 6: Installing the CTI Integration Software 112

113 Figure 6-12 Welcome Window - Modify, Repair or Remove Maintaining the NICE CTI Integration Software 3. Select Modify. 4. Click Next. Follow the instructions to modify the software. Chapter 6: Installing the CTI Integration Software 113

114 Maintaining the NICE CTI Integration Software Repairing NICE CTI Integration software You use the Repair option to repair the NICE CTI Integration installation. Follow the procedure below to repair the NICE CTI Integration software. To repair the NICE CTI Integration software: 1. From the Control Panel, select Add or Remove Programs. Figure 6-13 Add or Remove Programs Window 2. Select NICE Perform Release CTI, and click Change/Remove. The Welcome - CTI Setup window appears. Figure 6-14 Welcome Window - Modify, Repair or Remove Chapter 6: Installing the CTI Integration Software 114

115 Maintaining the NICE CTI Integration Software 3. Select Repair. 4. Click Next. Follow the instructions to repair the software. Removing NICE CTI Integration software You use the Remove option to remove the NICE CTI Integration installation. Follow the procedure below to remove the NICE CTI Integration software. To remove the NICE CTI Integration software: 1. From the Control Panel, select Add or Remove Programs. Figure 6-15 Add or Remove Programs 2. Select NICE Perform Release CTI and click Change/Remove. Chapter 6: Installing the CTI Integration Software 115

116 Maintaining the NICE CTI Integration Software The Welcome - CTI Setup window appears. Figure 6-16 Welcome Window - Modify, Repair or Remove 3. Select Remove. 4. Click Next. Follow the instructions to remove the software. Chapter 6: Installing the CTI Integration Software 116

117 Upgrading the NICE CTI Integration software Maintaining the NICE CTI Integration Software When you need to install the upgrade of the latest NICE CTI Integration software, follow the procedure below. To upgrade the NICE CTI Integration software: 1. Insert the NICE Perform CTI Integration Suite Installation CD in the CD drive. 2. Navigate to the Integration installation program and double-click Setup.exe. The NICE Perform CTI Wizard starts. Figure 6-17 NICE Perform - CTI Setup Wizard Figure 6-18 NICE Perform CTI - InstallShield Welcome Window 3. Click Next. The Log On window appears. Chapter 6: Installing the CTI Integration Software 117

118 Maintaining the NICE CTI Integration Software Figure 6-19 Log On Window Network user account configuration Select the relevant option: To configure for a network user account, (default setting) continue with Step 4 on page or- To configure for a local system account, continue with Step 5 on page For a network user account: 4.1. In the This Account field, enter the domain\user In the Password field, enter the password Continue with Step 6 on page For a Local System Account, select Local System Account. Figure 6-20 Log On Window Local user account configuration 6. Click Next. Chapter 6: Installing the CTI Integration Software 118

119 Maintaining the NICE CTI Integration Software The Setup Status window appears and the upgrade installation begins. Figure 6-21 Setup Status Window The InstallShield Wizard Complete window appears asking whether you would like to restart your computer now. Figure 6-22 Setup Status Window 7. Select the desired option: Yes, I want to restart my computer now -or- No, I will restart my computer later 8. Click Finish. Chapter 6: Installing the CTI Integration Software 119

120 Maintaining the NICE CTI Integration Software Verifying the Version Number You can verify the CTI Integration installation version number from Add or Remove Programs. To verify the CTI Integration installation version number: 1. From the Control Panel, select Add or Remove Programs. 2. Select NICE Perform Release CTI. Figure 6-23 Add or Remove Programs Click here to verify CTI version number 3. Click Click here for Support Information. The Support Info window appears. Figure 6-24 Add or Remove Programs - Support Info Window Version number 4. Verify the version number. 5. Click Close to close the Add or Remove Programs. Chapter 6: Installing the CTI Integration Software 120

121 7 Troubleshooting This section provides troubleshooting scenarios and their solutions. Some of the troubleshooting procedures described in this section must only be undertaken by the Site Manager. Contents Open Case Procedure Editing Reporting Levels Troubleshooting Chapter 7: Troubleshooting 121

122 Open Case Procedure Open Case Procedure If you need to send a problem to Customer Support at NICE, prepare the following information: List of monitored devices Recording environment Version of Genesys T-Server Version of NICE Interactions Center Server plus current Service Pack Devices information (VDN, ACD, Station, Voice Mail and so on) A description of the problem and specific scenarios if relevant (including Call ID, scenario and time of call). The output file generated by NICE Interactions Center Spy (see NICE Events Spy on page 141) CTI_Logs - at reporting level. If you need to escalate the problem further: Run the Debug Services and send the files for analysis. (See NICE Debug Service on page 134) TIP: When sending the NICE Interactions Center Spy output file, the CTI_Logs and/or the Debug Service, it is recommended to activate the tool before restarting the driver. This will provide all traces and a more complete picture. Chapter 7: Troubleshooting 122

123 Editing Reporting Levels Editing Reporting Levels WARNING Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting Levels can greatly add to the load on your system. Changing Reporting Levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support. Reporting Levels are defined automatically in the CTI Connection wizard for both the Connection Manager and the Driver. You can edit the Reporting Levels for either the Connection Manager or the Driver on the relevant tab. By default, reporting levels are defined for the following: File - reports to the Log file located in the Integrations installation folder Event Log - reports to the Log files located in the Event Viewer NOTE: The Event Viewer is a Microsoft feature which can be viewed in Control Panel > Administrative Tools. To edit the reporting levels: 1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode. Figure 7-1 Technician Mode 2. In the System Administrator, in the Organization tree, select one of the following: [Master Site] > CTI Integrations > Connection Manager > [the relevant Genesys Connection Manager] -or- [Master Site] > CTI Integrations > Driver > [the relevant Genesys Driver] The selected Connection Manager or Driver definitions appear. 3. Expand Reporting Level. Chapter 7: Troubleshooting 123

124 Editing Reporting Levels Figure 7-2 Reporting Level Area 4. Select the desired row and click Edit. The Set Reporting Level window appears. Figure 7-3 Set Reporting Level Window 5. Select the checkboxes for the reporting levels you want to include and click OK. Chapter 7: Troubleshooting 124

125 Troubleshooting Troubleshooting This section provides troubleshooting scenarios and their solutions. Table 7-1: Troubleshooting Solutions Problem Description Solution Connection failure Warning messages appear (in green) during the Monitor Device process. Monitor Device problem The driver prints the following message: GenesysStream::Connect -TOpenSErver Ex failure The driver prints the following warning message: GenesysStream::SyncSendReque st get_device_type failed. T-Server message: API operation not supported The driver prints one of the following messages: GenesysStream::SyncSendReque st-monitor_device failed. T-Server message: Invalid origination or destination address Check that the IP address and IP port are configured correctly in the Switch Details window of the Generic Quick Setup. The driver is trying to query the T-Server about the type of the extension (such as DN or Queue). If the T-Server cannot accommodate the request, the driver assumes the default value (regular extension). This message can be ignored. Check the following: Make sure that the agent extensions are properly configured in the Drivers branch in System Administrator. Make sure that all the devices are properly configured in the Genesys configuration (CME or Tserver.cfg file) located on the Genesys CTI host. Make sure that the extensions configured in the Drivers branch in System Administrator do not include any invisible characters, such as spaces or tabs. Chapter 7: Troubleshooting 125

126 Troubleshooting Table 7-1: Troubleshooting Solutions (Continued) Problem Description Solution Monitor Device problem Suspicious Error messages appear in the driver s screen. Suspicious Error messages appear in the driver s screen. In a Nortel configuration: Get ffff in the Trunk field. GenesysStream::SyncSendReque st-monitor_device failed. T-Server message: No more licenses The driver prints the following warning message: GenesysStream::SyncSendReque st- get_device_type failed. T-Server message: One of the required parameters is missing The driver prints the following warning message: GenesysStream::SyncSendReque st- get_device_state failed. T-Server message: One of the required parameters is missing Get ffff string appears in the Trunk field of the database. Make sure that the number defined in the T-Server for the parameter num_of_licenses is more than the number of agents to monitor. This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (Station). This is probably caused by the fact that the driver is trying to query the T-Server for a device that does not exist. This message can be ignored, since the driver assumes the default value (State Connect). Install the most updated driver version and Support Pack. Chapter 7: Troubleshooting 126

127 8 Testing and Debugging Tools This chapter describes the testing tools that enable you to troubleshoot driver configuration problems. Contents Genesys Support Phone Logs Builder Application NICE Debug Service NICE Events Spy Connection Manager Monitor Chapter 8: Testing and Debugging Tools 127

128 Genesys Support Phone Genesys Support Phone The Genesys Support Phone is a Genesys simulator that serves as an effective analysis tool enabling you to connect to the T-Server, monitor stations and view events. You can also view the telephony requests from the T-Server. TIP: Since the Soft Phone enables you to see all the events that are reported in the T-Server (without the NICE Interactions Center), you can use this tool to analyze whether the Genesys driver is behaving as expected. In addition, use this tool to observe and test whether the DS-1 extensions can observe properly. To use the Genesys Soft Phone: 1. Double-click the TestPhone.exe file to launch the application. The Genesys Support Phone window appears. 2. Click the Connection tab. Figure 8-1 Dynamic Phone - Connection Tab In the Host and Port fields, enter the IP address and port of the T-Server. 3. Click the Register tab. Chapter 8: Testing and Debugging Tools 128

129 Genesys Support Phone Figure 8-2 Dynamic Phone - Register Tab In the DN field, enter the device number that you want to monitor and click Register. The device number is added to the list box in the bottom right corner. 4. To view an event log, click the Log tab. Figure 8-3 Dynamic Phone - Log Tab All the T-Server events appear for the monitored device; including the requests from the T-Server, the responses of the T-Server and the unsolicited events on the monitored devices. TIP: You can save the log to a file by clicking the tool. 5. To simulate an observation, click the Telephony tab. Chapter 8: Testing and Debugging Tools 129

130 Genesys Support Phone Figure 8-4 Dynamic Phone - Telephony Tab In this tab you can simulate an observation, as follows: 5.1. In the DN field, enter the DS-1 extension In the Destination field, enter the observed station Click Make. A call is simulated Click the Log tab to view the results of this simulation. 6. To attach business data to the call, click the Data tab. Figure 8-5 Dynamic Phone - Data Tab Credit: Right-click on the User Data list box (in the middle of the tab). The Key Value string window appears. Chapter 8: Testing and Debugging Tools 130

131 Genesys Support Phone Figure 8-6 Key Value String Window Credit In the displayed window, enter the user data information and click OK. The User Data is added to the User Data list box Click Attach Data. Chapter 8: Testing and Debugging Tools 131

132 Logs Builder Application Logs Builder Application The Logs Builder application (Genesys Monitor application) connects to the Genesys T-Server and dumps all the CTI events received from the T-Server into log files. To install the Logs Builder: 1. Extract the GenesysMonitorApp.zip file into a newly created directory. 2. Check that the following files appear in the directory: common_md.dll tlib_md.dll config.ini MonitorAppReadMe.txt GenesysMonitorApp.exe 3. The config.ini file contains the parameters that Logs Builder uses to generate log files. Edit the parameters as described in the MonitorAppReadMe.txt file. Figure 8-7 Example of the Config.ini File for Logs Builder 4. Double-click GenesysMonitorApp.exe. Chapter 8: Testing and Debugging Tools 132

133 Logs Builder Application The Command Line window appears and summarizes the parameters by which the logs were built. Figure 8-8 Logs Builder Command Line Two files are created in the directory: CtiText.log: Textual description of the events received by the Logs Builder CtiBinary.log: Binary description of the events received by the Logs Builder Chapter 8: Testing and Debugging Tools 133

134 NICE Debug Service NICE Debug Service The Debug Service enables you to gather data critical for solving problems stemming from the transfer of events between the switch and the Connection Manager. IMPORTANT Do not attempt to solve bugs or other problems yourself. Use the Debug Service in coordination with NICE Systems to gather the data as described below, and then send it to NICE Customer Support for assistance. This section includes the following topics: Setting Up the NICE Debug Service Accessing the NICE Debug Service Setting Up the NICE Debug Service The Debug Service enables NICE Customer Support to reproduce problematic scenarios. WARNING Using the Debug Service can greatly increase the load on your system. The DebugServiceMode parameter default is therefore Idle. Using the Debug Service and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support. NOTE: To avoid confusion with any Debug files from previous sessions, it is highly recommended to delete all existing Debug file(s) before activating the Debug Service. To set up the Debug Service: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. 2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the Debug Service. 3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters. Chapter 8: Testing and Debugging Tools 134

135 NICE Debug Service Figure 8-9 Interfaces Tab Double-click DebugServiceMode 4. Double-click the DebugServiceMode parameter. The Set Parameter Value window appears. Figure 8-10 Set Parameter Value Window 5. From the Value drop-down list, select Record and click OK. 6. Define the Debug Service parameters according to the following table: NOTE: You can also create and add additional parameters by clicking Add. Chapter 8: Testing and Debugging Tools 135

136 NICE Debug Service Parameter Name Description Default Value DebugServiceMode Idle - the Debug Service is disabled. Idle Record - the CTI Interface records every event, request, and response. Debug - the CTI Interface receives events, requests, and responses directly from the Debug Service (to be used only by NICE System personnel in lab environments). DebuggingMode Orignl_Intrvls - retains the original intervals between events that were used by the switch. Single_step Fixed_Intrvls - events are transferred to the link at fixed intervals, which are defined in the FixedTimeInterval parameter. Single_Step - events are transferred upon user input. NOTE: This parameter is activated only when you activate the DebugServiceMode. RecordingMode Asynchronous - synchronization of the requests and responses by the InvokeID is defined by the switch. Asynchronous DebugFilesFldr Semi_Synchronous - synchronization of the requests and responses by the InvokeID is defined by the Debug Service. Simple - No synchronization is performed. NOTE: This parameter is activated only when you activate the DebugServiceMode. Defines the folder in which the files created by the Debug Service are saved. NOTE: It is highly recommended to delete the contents of the Debug folder before activating the Debug Service. This parameter is activated only when you activate the DebugServiceMode. The files are saved in binary format. Debug Chapter 8: Testing and Debugging Tools 136

137 NICE Debug Service Parameter Name Description Default Value FixedTimeInterval AvailableDiskQuota Defines the value when you define Fixed_Intrvls as the value for the DebuggingMode parameter above. NOTE: The value is defined in seconds. This parameter is activated only when you activate the DebugServiceMode. Defines the maximum size allowed on the hard disk for the Debug file you defined in the DebugFilesFldr above. The value is defined in MB. This parameter is activated only when you activate the DebugServiceMode Before you can activate the Debug Service, you must first stop the Services Click Start > Run. The Run window appears In the Open field, enter services.msc and click OK. The Services window appears. Chapter 8: Testing and Debugging Tools 137

138 NICE Debug Service Figure 8-11 Services Window 7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration Dispatch Service Properties window appears In the Service status area, click Stop. The Service status changes to Stopped Click OK. 8. To activate the Debug Service after you have defined the above parameters, close the Connection Manager process in the NICE Interactions Center. The Debug Service is activated when the Dispatch Service automatically restarts the Connection Manager process. Chapter 8: Testing and Debugging Tools 138

139 NICE Debug Service 9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr above. For each debug session, the Debug Service automatically creates four debug files: e_xxxxxxxxxx.dbg e_xxxxxxxxxx.ndx r_xxxxxxxxxx.dbg r_xxxxxxxxxx.ndx Where xxxxxxxxxx is the unique debug session identifier. The folder to which the above files are transferred is located in D:\NICECTI\Integrations\Debug (default), or in the location you defined in the DebugFilesFldr parameter above. IMPORTANT You must send all four Debug files to NICE Customer Support. If any one of the Debug files is missing, the scenario cannot be reconstructed. IMPORTANT After you have sent off the Open Case Procedure, you need to return the Debug Service to its original status. See Resetting the Debug Service. Accessing the NICE Debug Service NICE Systems provides a utility for viewing the Debug files. You then send the four Debug files to NICE Customer Support. To access the Debug files: 1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). 2. In the Tools folder, double-click IntegrationFileSplitter.exe. The Integration File Splitter window appears. Chapter 8: Testing and Debugging Tools 139

140 NICE Debug Service Figure 8-12 Integration File Splitter Window Drag and drop debug files into the File Details area 3. Drag and drop the Debug files into the File Details area. The Debug files and the debug session identifier numbers appear in the File Details area. 4. When necessary, you can open and view the contents of the.dbg files. IMPORTANT Make sure that you send to NICE Customer Support the four debug files that correspond to the debug session ID number. Chapter 8: Testing and Debugging Tools 140

141 NICE Events Spy NICE Events Spy NICE Events Spy enables you to trace events that are not in NICE Perform after they were received from the PABX, translated and transferred to the Connection Manager, enabling you to detect bugs or malfunctions. WARNING Using the NICE Events Spy can greatly increase the load on your system. The UseSpy parameter default is therefore No. Using the NICE Events Spy and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support. Setting up the NICE Events Spy The NICE Events Spy tool is part of the NICE Perform Applications Suite. After you define the Events Spy in your system, you should set it up to receive events. To set up the NICE Events Spy Tool: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. 2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy tool. 3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters. Figure 8-13 Interfaces Tab Double-click UseSpy Chapter 8: Testing and Debugging Tools 141

142 4. Double-click the UseSpy parameter. The Set Parameter Value window appears. Figure 8-14 Set Parameter Value Window NICE Events Spy 5. From the Value drop-down list, select Yes and click OK. 6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears. Figure 8-15 Set Parameter Value Window 7. In the Value field, enter the name of the mailslot that you want to use in conjunction with NICE Events Spy. TIP: It is recommended to use a short name. NOTE: The Value field is case sensitive. 8. Click OK. NOTE: If the Integration is running, you should restart the Integration Service after setting these definitions. 1. Click Start > Run. 2. In the Run window, in the Open field, enter services.msc and click OK. 3. In the Services Window, select the Nice Integration Dispatch Service and double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK. Chapter 8: Testing and Debugging Tools 142

143 Receiving Events NICE Events Spy You should set up the Events Spy so that you can receive events. To set up the NICE Events Spy to receive events: 1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears. Figure 8-16 Events Spy Window Event Type Column 2. From the Connections menu, select Mailslot Connections for Receiving Events > Open Mailslot. The Events Spy - Mailslot Name window appears. Figure 8-17 Events Spy - Mailslot Name Window 3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK. The Events Spy begins to receive events from the switch. The events are listed in the Event Type column of the Events Spy window, see Figure Saving Events NICE Events Spy enables you to: Create and save events in an active log file. Save all current events. Save selected current events. Chapter 8: Testing and Debugging Tools 143

144 NICE Events Spy You can save the files in either.xml or.bin formats. Saving Events in a Log File This option enables you to create a log file that saves all events from the time you create the file until you close it. To save events in a log file: 1. From the File menu, select Log to File. 2. To create a log file using the.xml format, click Log to XML File. To create a log file using the.bin format, click Log to Binary File. The Save as window appears. 3. Save the file in any convenient location. Saving Current Events NOTE: To view the contents of any of the log files you created, from the File menu click Open Log File. This option enables you to create a file in which you can save all events that currently appear in the Event Type column. To save current events: 1. From the File menu, select Save Current Events to File. 2. To create a file using the.bin format, click Save all Events to Binary File. To create a file using the.xml format, click Save all Events to XML File. The Save as window appears. 3. Save the file in any convenient location. Saving Selected Current Events This option enables you to create a file in which you can save selected events from the list that currently appears in the Event Type column. To save selected current events: 1. Select the events you want to save, clicking the events while holding down the <Ctrl> key. 2. From the File menu, select Log to File. 3. To create a file using the.bin format, click Save Only Selected Events to Binary File. To create a file using the.xml format, click Save Only Selected Events to XML File. The Save as window appears. 4. Save the file in any convenient location. Chapter 8: Testing and Debugging Tools 144

145 NICE Events Spy Setting up the SimCTILink Tool The SimCTILink tool simulates the transfer of events to the Connection Manager as if they originated in the PABX. This enables you to save and analyze them without having to actually use the PABX itself. WARNING Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be performed only by authorized personnel. DO NOT attempt to use this tool on your own. You must therefore leave the parameter default value as No unless specifically instructed to do so by NICE Customer Support. Sending Events WARNING You can send events to NICE Systems using the Events Spy window. Sending events is only done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer Support. Chapter 8: Testing and Debugging Tools 145

146 Connection Manager Monitor Connection Manager Monitor The NICE Connection Manager Monitor tool enables you to view the contents of the Connection Manager s tables. It also enables you to verify if: Devices are monitored Monitored devices are filtered and Displays the loaded CTI links Displays connected clients. Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a client. It then receives events in addition to monitoring devices, enabling you to conduct simple tests without running a driver. This section describes the following topics: Setting up the Connection Manager Monitor Managing the Connection Manager Monitor Setting up the Connection Manager Monitor To set up the Connection Manager Monitor, follow the procedures below. To set up Connection Manager Monitor: 1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The Connection Manager Monitor window appears. Chapter 8: Testing and Debugging Tools 146

147 Connection Manager Monitor Figure 8-18 Connection Manager Monitor Window 2. From the Monitor menu, select Connect. The Select Connection Manager window appears. Figure 8-19 Select Connection Manager Window Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect 3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK. The Connection Manager Monitor displays the contents of the Connection Manager tables. Chapter 8: Testing and Debugging Tools 147

148 Connection Manager Monitor Figure 8-20 Connection Manager Window - Tables 4. From the Client menu of the Connection Manager Monitor window, select Connect. The Select Connection Manager window appears. Figure 8-21 Connection Manager Window - Client Menu Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect 5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK. After the Connection Manager Monitor establishes connection to the desired Connection Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become enabled. The Client connection appears in the Clients area. Chapter 8: Testing and Debugging Tools 148

149 Figure 8-22 Connection Manager Monitor - Client Connection in Clients Area Connection Manager Monitor Client connection 6. From the Client menu, select Monitor. The Monitor Device window appears. Figure 8-23 Monitor Device Window 6.1. In the Device ID field, enter the Device ID number of the Connection Manager to which you want to connect In the Switch ID field, enter the Switch ID number From the Device Type drop-down list, select the appropriate device type Click Monitor. The response appears in the Output area. Chapter 8: Testing and Debugging Tools 149

150 Connection Manager Monitor Figure 8-24 Output Area IMPORTANT The Connection Manager Monitor window does not continuously refresh the data displayed in the window; it only displays the data current at the time you establish the connection. To update the data displayed in the window, click Update. 7. Click Update. The new Client appears in the Client Device Requests area. Figure 8-25 Connection Manager Monitor - Client Device Requests Area New Client Chapter 8: Testing and Debugging Tools 150

151 Managing the Connection Manager Monitor Connection Manager Monitor This section includes the following topics: Stopping the Connection Manager Monitor Disconnecting the Connection Manager Monitor Client Stopping the Connection Manager Monitor This procedure describes how to stop the Connection Manager Monitor when it is functioning as a client. To stop the Connection Manager Monitor: 1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The Stop Monitor Device window appears. Figure 8-26 Stop Monitor Device Window 2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring. 3. Click Stop Monitor. The response appears in the Output area. Disconnecting the Connection Manager Monitor Client This procedure describes how to disconnect the Connection Manager Monitor when it is functioning as a client. To disconnect the Connection Manager Monitor Client: From the Client menu of the Connection Manager Monitor window, select Disconnect. The Client connection of the Connection Manager no longer appears in the Clients area and in the Client Device Requests area. Chapter 8: Testing and Debugging Tools 151

152 Blank page for double-sided printing.

153 A Genesys T-Server Configuration Parameters The chapter describes additional parameters that are not included in the standard configuration flow. You access these parameters when you edit an existing configuration or when you configure individual components of the CTI. Contents Reporting Levels Logger Parameters for Instant Callback Connection Manager - Additional Parameters Connection Manager - Interface Parameters Switch Driver - Additional Parameters Driver Interface - Additional Parameters Appendix A: Genesys T-Server Configuration Parameters 153

154 Reporting Levels Reporting Levels The Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter. See Editing Reporting Levels on page 123 for more information. Logger Parameters for Instant Callback When configuring Instant Callback, the following parameters must be set in the Logger. For T1 Instant Callback IDLE signaling $2 Seize signaling $E Seize acknowledge signaling $E Call-answer signaling $E Clear forward signaling $2 Clear backward signaling $2 Wink signaling $2 For E1 Instant Callback IDLE signaling $D Seize signaling $5 Seize acknowledge signaling $5 Call-answer signaling $5 Clear forward signaling $D Clear backward signaling $D Wink signaling $D Appendix A: Genesys T-Server Configuration Parameters 154

155 Connection Manager - Additional Parameters Connection Manager - Additional Parameters WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the CTI Interface Additional Parameters or create new ones. You configure additional switch parameters for the Connection Manager when you: Edit an existing Connection Manager (see page 156). Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 79). Figure A-1 General Information Window The following predefined additional parameters appear: NOTE: You can also create and add additional parameters by clicking the Add button. Parameter Name MaxClientDeviceRequests MaxClientRequests MaxClients Description Defines the maximum number of device requests the Connection Manager can handle. Defines the maximum number of client requests the Connection Manager can handle. Defines the maximum number of clients that can be attached to the Connection Manager. Default Value Appendix A: Genesys T-Server Configuration Parameters 155

156 Connection Manager - Additional Parameters Parameter Name MaxMonitoredDevices MaxSwitchIdToCTILinkEntries Description Defines the maximum number of monitored devices up to which the Connection Manager can handle. For example, if the value is 1000, the Connection Manager can handle 999 monitored devices. Defines the maximum number of CTI links the Connection Manager can handle. Default Value To edit additional switch parameters for the Connection Manager: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. Figure A-2 Technician Mode 2. Expand Master Site > CTI Integrations > Connection Managers, and select the Connection Manager you are using for Logger Activity Detection. The General and Interfaces tabs appear. Figure A-3 General and Interfaces Tabs of the Connection Manager 3. Expand the Additional Parameters area (Figure A-1 on page 155). 4. Double-click the row of the relevant parameter. The Set Parameter Value window appears. 5. Enter the new value in the Value field. 6. Click OK. Appendix A: Genesys T-Server Configuration Parameters 156

157 Connection Manager - Interface Parameters Connection Manager - Interface Parameters WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the Connection Manager Additional Parameters or create new ones. You configure Connection Manager interfaces when you: Edit an existing Connection Manager (see page 158). Configure CTI integration components separately by means of the New Connection Manager wizard (see Configuring Individual Components on page 79). Figure A-4 Connection Manager Interfaces Window The following predefined additional parameters appear: NOTE: You can also create and add additional parameters by clicking the Add button. Parameter Name DllName KeepAliveInterval UseSpy Description The name of the DLL that contains the CTI Link translator. This DLL is dynamically installed when you define a new Connection Manager. Defines the Keep Alive Interval time. The value is defined in seconds. Defines if the Connection Manager reports link events to the NICE Events Spy tool. See NICE Events Spy on page 141. Default Value read-only 30 No Appendix A: Genesys T-Server Configuration Parameters 157

158 Connection Manager - Interface Parameters Parameter Name SpyMailSlotName UseSimCTILink SimMailSlotName Description Defines the name of the mailslot between the Connection Manager and the NICE Events Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSpy parameter. Defines if the Connection Manager uses the SimCTILink tool to read events. See NICE Events Spy on page 141. Defines the name of the SIM mailslot between the Connection Manager and the Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSimCTILink parameter. Default Value No To edit interface parameters for the Connection Manager: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. Figure A-5 Technician Mode 2. Expand Master Site > CTI Integrations > Connection Managers, and select the Connection Manager you are using for Logger Activity Detection. The Connection Manager Details appear. Figure A-6 General and Interfaces Tabs of the Connection Manager 3. Click the Interfaces tab, and select the interface you are using for the Connection Manager. The interface parameters of the Connection Manager appear. (Figure A-4 on page 157). 4. Double-click the row of the relevant parameter. Appendix A: Genesys T-Server Configuration Parameters 158

159 Connection Manager - Interface Parameters The Set Parameter Value window appears. 5. Enter the new value in the Value field. 6. Click OK. Appendix A: Genesys T-Server Configuration Parameters 159

160 Switch Driver - Additional Parameters Switch Driver - Additional Parameters WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones. You configure the additional parameters of the switch Driver when you: Edit an existing Driver (see page 161). Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 79). Figure A-7 General Information Window The following predefined additional parameters appear: NOTE: You can also create and add additional parameters by clicking the Add button. Parameter Name MaxCapiCommandRetries MaxNumberOfCalls DelayBetweenStartFailed LinksInSeconds Description Defines the number of times the driver attempts to send a command to the CAPI following a failure. Defines the maximum number of calls in the concurrent calls buffer. Defines the amount of time before the driver reconnects to the CTI link following a failure. The value is defined in seconds. Default Value Appendix A: Genesys T-Server Configuration Parameters 160

161 Parameter Name MaxCallDurationSec UseEventDB Description Switch Driver - Additional Parameters Defines the maximum time the driver allows a call to last until it is automatically disconnected. The value is defined in seconds. Defines if the driver uses the EventDB database for CTI Analysis. Default Value 7200 CallTableHost Host name of the Call Table. localhost CallTablePort Port number of the Call Table No To edit additional parameters for the switch Driver: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. Figure A-8 Technician Mode 2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration. The Driver General Information area appears. Figure A-9 Driver General Information of the Switch Driver 3. Expand the Additional Driver Parameters area (Figure A-7 on page 160). 4. Double-click the row of the relevant parameter. The Set Parameter Value window appears. 5. Enter the new value in the Value field. 6. Click OK. Appendix A: Genesys T-Server Configuration Parameters 161

162 Driver Interface - Additional Parameters Driver Interface - Additional Parameters WARNING Changing parameters can seriously impact the system. Only authorized personnel should change the switch Driver Additional Parameters or create new ones. You configure the interface of the switch Driver when you: Edit an existing Driver (see page 163). Configure CTI integration components separately by means of the Set New Driver wizard (see Configuring Individual Components on page 79). Figure A-10 Additional Driver Switch Parameters NOTE: You can also create and add additional parameters by clicking the Add button. Parameter DHCP WaitForTX Description (VoIP only) Determines whether to wait for RTP events. With static IP addresses, waiting is not necessary. (VoIP only) Determines whether to wait for RX and TX to start recording an interaction. If No is selected, recording starts with RX. Appendix A: Genesys T-Server Configuration Parameters 162

163 Driver Interface - Additional Parameters Parameter (Continued) PassOriginalCallID EnableFlushCalls SaveOriginalMapDevice ActivityAgentMode TimeOut MilliDelayBetweenCTIRequests CTIRequestRetries MilliDelayBetweenGetLinkStatusRequests GetLinkStatusRetries FailedMonitoredThreadMinutesDelay BackedUpInterfaceID Description Determines whether to give the call ID of the switch as opposed to the Genesys call ID. NOTE: For an Avaya DMCC configuration, select Yes to enable Single-Step Conference recording mode. Determines whether to flush open calls when initializing a connection. When mapping, determines whether to report the original source device. Determines the Agent Activity mode for the interface. Time in milliseconds to wait for a link response to a request. Time in milliseconds to wait between CTI requests. Number of times to initiate the same CTI request. Time in milliseconds to wait between Get Link Status requests. Number of times to initiate the same Get Link Status request. Time in minutes to wait before activating a thread to monitor devices that the link failed to monitor. Interface ID of the CTI link in line for backup. To edit additional parameters for the switch Driver: 1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode. Figure A-11 Technician Mode 2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys integration. The Driver General Information area appears. Appendix A: Genesys T-Server Configuration Parameters 163

164 Figure A-12 Driver General Information of the Switch Driver Driver Interface - Additional Parameters 3. Click the Interfaces tab, and select the relevant CTI interface. Figure A-13 Attach CTI Interfaces Area 4. Click Configure. The Driver - Interface Configuration window appears (Figure A-10 on page 162). 5. Double-click the row of the relevant parameter. The Set Parameter Value window appears. 6. Enter the new value in the Value field. 7. Click OK. Appendix A: Genesys T-Server Configuration Parameters 164