All contents of this document are: Copyright 2010 NICE Systems Ltd. All rights reserved.

NICE Perform Releases 3.1 & 3.2 Insight from Interactions TM

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 2010 NICE Systems Ltd. All rights reserved. This product is covered by one or more of the following US patents: 5,185,780 5,446,603 6,122,665 6,330,025 6,785,369 6,959,079 7,203,655 7,392,160 7,577,246 7,665,114 5,216,744 5,457,782 6,192,346 6,542,602 6,785,370 6,965,886 7,240,328 7,436,887 7,581,001 7,683,929 5,274,738 5,819,005 6,246,752 6,564,368 6,856,343 6,970,829 7,305,082 7,474,633 7,587,454 5,289,368 5,911,134 6,249,570 6,615,193 6,865,604 7,010,106 7,333,445 7,532,744 7,599,475 5,325,292 5,937,029 6,252,946 6,694,374 6,871,229 7,010,109 7,346,186 7,545,803 7,631,046 5,339,203 6,044,355 6,252,947 6,728,345 6,880,004 7,058,589 7,383,199 7,546,173 7,660,297 5,396,371 6,115,746 6,311,194 6,775,372 6,937,706 7,085,728 7,386,105 7,573,421 7,664,794 360 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. 385A0709-05 Rev. A0

For assistance, contact your local supplier or nearest NICE Systems Customer Service Center: EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: support@nice.com APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: support.apac@nice.com The Americas Region: (rth, Central, South America) Tel: 1-800-NICE-611 Fax: +720-264-4012 email: support.americas@nice.com Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: support@nice.com NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the online instructions. International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 rth America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_sales@nice.com Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800 All queries, comments, and suggestions are welcome! Please email: nicebooks@nice.com For more information about NICE, visit www.nice.com

Revision History Name of Guide: Certified Servers Guide Revision Modification Date Description A0 March 2010 The main changes from NICE Perform Release 3.2 Certified Servers Guide (CSG) are as follows: CSG 3.2/3.5 contains the updated server and workstation requirements for NICE Perform Release 3.2 and NICE Perform Release 3.5 (see page 13). Partitioning Requirements were revised and also added to the Excel version of the CSG 3.2/3.5 (see the relevant Server s Partitioning Requirements on page 13). Text Analysis Server specifications were added (see page 74). Windows 7 support for Workstations was added to the CSG 3.2/3.5 (see page 88). OS/SQL Service Packs information is now part of the CSG 3.2/3.5..NET 3.5 SP1 is now a prerequisite for all servers and workstations. Windows 2008 R2 and SQL 2008 R2 were added to the CSG 3.2/3.5 in order to indicate they are not yet supported and to avoid confusion. Active VoIP Logger support for Windows 2008 32-bit is now NICE Approval due to 3rd party software components which are not supported with Windows 2008 32-bit. Windows 2000 is no longer indicated as a supported OS for Workstations in CSG 3.2/3.5 as NICE Perform Release 3.5 does not support Windows 2000 Workstations. NMS is no longer detailed in the CSG 3.2/3.5. Validated Server Types are no longer listed in the CSG.

Blank page for double-sided printing.

Contents 1 Server Requirements 13 Unified Server................................................. 14 Unified Server - Hardware and Software Requirements............... 14 Unified Server - Partitioning Requirements........................ 16 Unified Cluster Server.......................................... 17 Unified Cluster Server - Hardware and Software Requirements......... 17 Unified Cluster Server - Partitioning Requirements.................. 19 Semi-Distributed Server......................................... 20 Semi-Distributed Server - Hardware and Software Requirements....... 20 Semi-Distributed Server - Partitioning Requirements................. 23 Applications Server............................................ 24 Applications Server - Hardware and Software Requirements........... 24 Applications Server - Partitioning Requirements.................... 26 Clustered Applications Server.................................... 27 Clustered Applications Server - Hardware and Software Requirements... 27 Clustered Applications Server - Partitioning Requirements............ 29 Database Server............................................... 30 Database Server - Hardware and Software Requirements............. 30 Database Server - Partitioning Requirements...................... 32 Clustered Database Server...................................... 33 Clustered Database Server - Hardware and Software Requirements..... 33 Clustered Database Server - Partitioning Requirements.............. 35 Interactions Center Server in Semi-Distributed / Distributed Environment 36 Interactions Center Server in Semi-Distributed / Distributed Configurations - Hardware and Software Requirements............................ 36 Interactions Center Server in Semi-Distributed / Distributed Configurations - Partitioning Requirements..................................... 38 Contents 7

Clustered Interactions Center Servers............................. 39 Clustered Interactions Center Servers - HW and Software Requirements. 39 Clustered Interactions Center Servers - Partitioning Requirements...... 41 VoIP Logger Server............................................ 42 VoIP Logger Server - Hardware and Software Requirements........... 42 VoIP Logger Server - Partitioning Requirements.................... 44 VoIP Logger Server - n-raid Configuration................... 44 VoIP Logger Server - RAID 1 Configuration...................... 45 VoIP Logger Server - RAID 5 Configuration...................... 46 Branch VoIP Logger............................................ 47 Branch VoIP Logger - Hardware and Software Requirements.......... 47 Branch VoIP Logger - Partitioning Requirements.................... 49 Branch VoIP Logger - n-raid Configuration................... 49 Branch VoIP Logger - RAID 1 Configuration..................... 50 Branch VoIP Logger - RAID 5 Configuration..................... 51 NiceScreen Logger Server....................................... 52 NiceScreen Logger Server - Hardware and Software Requirements...... 52 NiceScreen Logger Server - Partitioning Requirements............... 54 Data Mart Server............................................... 55 Data Mart Server - Hardware and Software Requirements............. 55 Data Mart Server - Partitioning Requirements...................... 57 Telephony Services Server...................................... 58 Telephony Services Server - Hardware and Software Requirements..... 58 Telephony Services Server - Partitioning Requirements............... 60 Storage Center Server.......................................... 61 Storage Center Server - Hardware and Software Requirements........ 61 Storage Center Server - Partitioning Requirements.................. 63 Desktop Analytics Server....................................... 64 Desktop Analytics Server - Hardware and Software Requirements...... 64 Desktop Analytics Server - Partitioning Requirements................ 66 Content Analysis Server - Word Search............................ 67 Content Analysis Server - Word Search - HW and Software Requirements 67 Content Analysis Server - Word Search - Partitioning Requirements..... 69 Content Analysis Server - Speech to Text.......................... 71 Contents 8

Content Analysis Server - Speech to Text - Hardware and Software Requirements.............................................. 71 Content Analysis Server - Speech to Text - Partitioning Requirements... 73 Content Analysis Server - Text Analysis........................... 74 Content Analysis Server -Text Analysis - HW and Software Requirements 74 Content Analysis Server - Text Analysis - Partitioning Requirements..... 76 NICE Sentinel................................................. 77 NICE Sentinel - Hardware and Software Requirements............... 77 NICE Sentinel - Partitioning Requirements......................... 79 Windows Media Streaming (WMS) Server........................... 80 Application Delivery Server (Terminal Server or Citrix Server).......... 82 Small Medium Business (SMB)................................... 84 SMB - Hardware and Software Requirements...................... 84 SMB - Partitioning Requirements................................ 86 2 Workstation Requirements 87 Workstation Requirements - Specification Tables.................... 88 Specification Table 1......................................... 88 Specification Table 2......................................... 91 3 Hardware Platforms 95 Hardware Platform 1 (Intel Processor Based) Minimum Requirements... 96 Hardware Platform 2 (AMD Processor Based) Minimum Requirements.... 97 Blade Hardware Platform 1 Minimum Requirements................... 98 Blade Hardware Platform 2 Minimum Requirements................... 99 Cluster Hardware Platform Minimum Requirements.................. 100 NICE Sentinel Hardware Platform Minimum Requirements............ 100 VRSP HW Platform Minimum Requirements........................ 101 Applications Suite Workstation HW Platform Minimum Requirements... 101 Agent Workstation Hardware Platform Minimum Requirements........ 102 Agent Workstation with VRA Hardware Platform Minimum Requirements 102 NICE Sentinel Remote Client Hardware Minimum Requirements....... 103 Contents 9

Remote Tape Server Workstation HW Platform Minimum Requirements. 103 Branch VoIP Logger Hardware Platform Minimum Requirements....... 104 4 Virtualization 105 General Guidelines............................................ 106 Virtualization with VMWare..................................... 106 VMWare - Supported Platforms................................ 106 Supported components for VDI................................ 106 VMWare Configuration - Specifications and Guidelines.............. 107 Virtualization with Microsoft Hyper-V............................. 110 Microsoft Hyper-V - Supported Platforms......................... 110 Microsoft Hyper-V Configuration - Specifications and Guidelines....... 110 5 SQL Server and RAM Requirements for New Installations 113 SQL Server and RAM Requirements - Guidelines for New Installations.. 114 NICE Perform Release 3.2 / 3.5 Installations...................... 114 NICE Perform Releases 3.2 / 3.5 Installations with Interactions Analytics 115 6 Backup Devices 117 Certified Backup Devices per Server Type......................... 118 7 Dialogic Boards 119 Legacy Dialogic Boards........................................ 120 Certified Dialogic Boards....................................... 121 Number of Dialogic Boards per Server Type....................... 121 Dialogic Boards - Allowed Mixtures.............................. 122 Contents 10

8 Network Embedded Logger 123 Network Embedded Logger..................................... 124 Index 125 Contents 11

Blank page for double-sided printing.

1 Server Requirements Contents Unified Server...14 Unified Cluster Server...17 Semi-Distributed Server...20 Applications Server...24 Clustered Applications Server...27 Database Server...30 Clustered Database Server...33 Interactions Center Server in Semi-Distributed / Distributed Environment...36 Clustered Interactions Center Servers...39 VoIP Logger Server...42 Branch VoIP Logger...47 NiceScreen Logger Server...52 Data Mart Server...55 Telephony Services Server...58 Storage Center Server...61 Desktop Analytics Server...64 Content Analysis Server - Word Search...67 Content Analysis Server - Speech to Text...71 Content Analysis Server - Text Analysis...74 NICE Sentinel...77 Windows Media Streaming (WMS) Server...80 Application Delivery Server (Terminal Server or Citrix Server)...82 Small Medium Business (SMB)...84 13

Unified Server Unified Server Unified Server - Hardware and Software Requirements on page 14 Unified Server - Partitioning Requirements on page 16 Unified Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-1: Unified Server - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Hardware Platform 1 (Intel Processor Based) Minimum Requirements on page 96 Hardware Platform 2 (AMD Processor Based) Minimum Requirements on page 97 Hard Drive Configuration Without Screen and Database Size less than 138 GB: 4 x With Screen and Database Size less than 138 GB: 6 x Without Screen and Database Size more than 136 GB: 6 x With Screen and Database Size more than 138 GB: 8 x Software Requirements Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 14

Table 1-1: Unified Server - Hardware and Software Requirements (Continued) Unified Server Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) NICE Approval NICE Approval Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. 15

Table 1-1: Unified Server - Hardware and Software Requirements (Continued) Unified Server Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A Unified Server - Partitioning Requirements Table 1-2: Unified Server General Deployment - Partitioning Requirements Physical Drive Array RAID Partition NTFS Size Installation type Drive 1 Drive 2 A RAID 1 C 40 GB OS D 36 GB Applications Server Database Server NICE Interactions Center Server Data Mart Telephony Services Server NICE Storage Center Server Desktop Analytics Server NiceScreen Logger files SQL installation files E 70 GB SQL Log (use the DB calculator for accurate space requirements) Drive 3 Drive 4 Drive 5 Drive 6 Drive 7 Drive 8 B RAID 1 F SQL Data (use the DB calculator for accurate space requirements) C RAID 1 G Screen Data D RAID 1 H Required in case more space is needed for SQL data (use the DB calculator for accurate space requirements). 16

Unified Cluster Server Unified Cluster Server Unified Cluster Server - Hardware and Software Requirements on page 17 Unified Cluster Server - Partitioning Requirements on page 19 Unified Cluster Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-3: Unified Cluster Server - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Cluster Hardware Platform Minimum Requirements on page 100 Hard Drive Configuration Servers: 2 x 72 GB Software Requirements Attached Storage Unit: 3 x 72 GB + 3 x Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) NICE Approval 17

Unified Cluster Server Table 1-3: Unified Cluster Server - Hardware and Software Requirements (Continued) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) NICE Approval Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service WMI Services Additional tes Only 32-bit NICE Approval N/A 18

Unified Cluster Server Unified Cluster Server - Partitioning Requirements Table 1-4: Unified Cluster Server - Partitioning Requirements Physical Drive Array RAID Partition NTFS Size Installation Type Drive 1 72 GB Drive2 72 GB A RAID 1 C 40 GB OS E 32 GB Application Server Database Server Interactions Center SQL installation files Storage Area Array RAID Partition NTFS Size Installation Type Drive 1 72 GB Drive 2 72 GB Drive 3 72 GB Drive 4 Drive 5 Drive 6 A RAID 5 Q 6 GB Quorum L 138 GB SQL Log (use the DB calculator for accurate space requirements) B RAID 5 D 292 GB SQL Data (use the DB calculator for accurate space requirements) 19

Semi-Distributed Server Semi-Distributed Server Semi-Distributed Server - Hardware and Software Requirements on page 20 Semi-Distributed Server - Partitioning Requirements on page 23 Semi-Distributed Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-5: Semi-Distributed Server - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Hardware Platform 1 (Intel Processor Based) Minimum Requirements on page 96 Hardware Platform 2 (AMD Processor Based) Minimum Requirements on page 97 Blade Hardware Platform 1 Minimum Requirements on page 98 Blade Hardware Platform 2 Minimum Requirements on page 99 Hard Drive Configuration Without Screen & Database Size less than 138 GB: 4 x With Screen and Database Size less than 138 GB: 6 x Without Screen and Database Size more than 136 GB: 6 x With Screen and Database Size more than 138 GB: 8 x 20

Semi-Distributed Server Table 1-5: Semi-Distributed Server - Hardware and Software Requirements (Continued) Software Requirements Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Supported as long as Telephony Services Server and IP Phone Applications are not deployed Supported as long as Telephony Services Server, IP Phone Applications and VRSP are not deployed 21

Semi-Distributed Server Table 1-5: Semi-Distributed Server - Hardware and Software Requirements (Continued) Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A 22

Semi-Distributed Server Semi-Distributed Server - Partitioning Requirements Table 1-6: Semi-Distributed Server - Partitioning Requirements Physical Drive Array RAID Partition NTFS Size Installation type Drive 1 Drive 2 A RAID 1 C 40 GB OS D 36 GB Application Server Database Server Data Mart Telephony Services server Storage Center Server Desktop Analytics server Screen Logger (MML) files SQL installation files E 70 GB SQL Log (use the DB calculator for accurate space requirements) Drive 3 Drive 4 Drive 5 Drive 6 Drive 7 Drive 8 B RAID 1 F SQL Data (please use the DB calculator for accurate space requirements) C RAID 1 G Screen Data D RAID 1 H Required in case that more space is required for the SQL Data (use the DB calculator for accurate space requirements) 23

Applications Server Applications Server Applications Server - Hardware and Software Requirements on page 24 Applications Server - Partitioning Requirements on page 26 Applications Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-7: Applications Server - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Hardware Platform 1 (Intel Processor Based) Minimum Requirements on page 96 Hardware Platform 2 (AMD Processor Based) Minimum Requirements on page 97 Blade Hardware Platform 1 Minimum Requirements on page 98 Blade Hardware Platform 2 Minimum Requirements on page 99 Hard Drive Configuration 2 x Software Requirements Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 24

Applications Server Table 1-7: Applications Server - Hardware and Software Requirements (Continued) Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service t including IP Phone Applications and VRSP 25

Applications Server Table 1-7: Applications Server - Hardware and Software Requirements (Continued) WMI Services Additional tes N/A Applications Server - Partitioning Requirements Table 1-8: Applications Server - Partitioning Requirements Physical Drive Array RAID Partition NTFS Size Installation Type Drive 1 Drive 2 A RAID 1 C 40 GB OS D 106 GB Applications Server 26

Clustered Applications Server Clustered Applications Server Clustered Applications Server - Hardware and Software Requirements on page 27 Clustered Applications Server - Partitioning Requirements on page 29 Clustered Applications Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-9: Clustered Applications Server - HW and Software Requirements Hardware Requirements Approved Hardware Platforms Cluster Hardware Platform Minimum Requirements on page 100 Hard Drive Configuration Servers: 2 x 72 GB Software Requirements Attached Storage Unit: 2 x 72 GB Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) NICE Approval 27

Clustered Applications Server Table 1-9: Clustered Applications Server - HW and Software Requirements (Continued) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) NICE Approval Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A 28

Clustered Applications Server - Partitioning Requirements Table 1-10: Clustered Applications Server - Partitioning Requirements Clustered Applications Server Physical Drive Drive 1 72 GB Drive 2 72 GB Array RAID Partition Size Installation Type A RAID 1 C 40 GB OS D 32 GB Applications Server Storage Area Array RAID Partition NTFS Size Installation Type Drive 1 72 GB Drive 2 72 GB A RAID 1 Q 6 GB Quorum E 66 GB Additional Storage 29

Database Server Database Server Database Server - Hardware and Software Requirements on page 30 Database Server - Partitioning Requirements on page 32 Database Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-11: Database Server - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Hardware Platform 1 (Intel Processor Based) Minimum Requirements on page 96 Blade Hardware Platform 1 Minimum Requirements on page 98 Blade Hardware Platform 2 Minimum Requirements on page 99 Only 2xQuad-Core Hard Drive Configuration 7 x te: In order to improve Database performance, it is recommended to set the Allocation Unit Size to 64K for all partitions used. Software Requirements Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Only for upgrades that do not include Interaction Analytics. 30

Database Server Table 1-11: Database Server - Hardware and Software Requirements (Continued) Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) Only for upgrades that do not include Interaction Analytics. Only for upgrades that do not include Interaction Analytics. Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Supported See SQL Server and RAM Requirements for New Installations on page 113. Supported See SQL Server and RAM Requirements for New Installations on page 113. 31

Database Server Table 1-11: Database Server - Hardware and Software Requirements (Continued) Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A Database Server - Partitioning Requirements Table 1-12: Database Server - Partitioning Requirements Physical Drive Array RAID Partition NTFS Size Installation Type Drive 1 Drive 2 Drive 3 Drive 4 Drive 5 Drive 6 Drive 7 Drive 8** A RAID 1 C 40 GB OS D 106 GB Database Server SQL installation files B* RAID 1 E SQL Log (use the DB calculator for accurate space requirements) C RAID 5 F 292 GB SQL Data (use the DB calculator for accurate space requirements) * Can unite Array A and B into one RAID 1 Array as in Unified deployment. ** Drive 8 is optional if more space is required. 32

Clustered Database Server Clustered Database Server Clustered Database Server - Hardware and Software Requirements on page 33 Clustered Database Server - Partitioning Requirements on page 35 Clustered Database Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-13: Clustered Database Server - HW and Software Requirements Hardware Requirements Approved Hardware Platforms Cluster Hardware Platform Minimum Requirements on page 100 Only 2xQuad-Core Hard Drive Configuration Servers: 2 x 72 GB Software Requirements Attached Storage Unit: 3 x 72 GB + 3 x te: In order to improve Database performance, it is recommended to set the Allocation Unit Size to 64K for all partitions used. Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Only for upgrades that do not include Interaction Analytics. 33

Clustered Database Server Table 1-13: Clustered Database Server - HW and Software Requirements (Continued) Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Supported See SQL Server and RAM Requirements for New Installations on page 113. Supported See SQL Server and RAM Requirements for New Installations on page 113. 34

Clustered Database Server Table 1-13: Clustered Database Server - HW and Software Requirements (Continued) Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A Clustered Database Server - Partitioning Requirements Table 1-14: Clustered Database Server - Partitioning Requirements Physical Drive Drive 1 72 GB Drive 2 72 GB Storage Area Drive 1 72 GB Drive 2 72 GB Drive 3 72 GB Drive 4 Drive 5 Drive 6 Array RAID Partition Size Installation Type A RAID 1 C 40 GB OS E 32 GB SQL installation files Database Server Array RAID Partition Size Installation Type A RAID 5 Q 6 GB Quorum L 138 GB SQL Log files (use the DB calculator for accurate space requirements) B RAID 5 D 292 GB SQL Data files (use the DB calculator for accurate space requirements) 35

Interactions Center Server in Semi-Distributed / Distributed Environment Interactions Center Server in Semi-Distributed / Distributed Environment Interactions Center Server in Semi-Distributed / Distributed Configurations - Hardware and Software Requirements on page 36 Interactions Center Server in Semi-Distributed / Distributed Configurations - Partitioning Requirements on page 38 Interactions Center Server in Semi-Distributed / Distributed Configurations - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-15: Interactions Center Server in Semi-Distributed / Distributed Configurations - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Hardware Platform 1 (Intel Processor Based) Minimum Requirements on page 96 Hard Drive Configuration 2 x Hardware Platform 2 (AMD Processor Based) Minimum Requirements on page 97 Blade Hardware Platform 1 Minimum Requirements on page 98 Blade Hardware Platform 2 Minimum Requirements on page 99 36

Interactions Center Server in Semi-Distributed / Distributed Environment Table 1-15: Interactions Center Server in Semi-Distributed / Distributed Configurations - Hardware and Software Requirements (Continued) Software Requirements Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) NICE Approval NICE Approval Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access 37

Interactions Center Server in Semi-Distributed / Distributed Environment Table 1-15: Interactions Center Server in Semi-Distributed / Distributed Configurations - Hardware and Software Requirements (Continued) Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A Interactions Center Server in Semi-Distributed / Distributed Configurations - Partitioning Requirements Table 1-16: Interactions Center Server in Semi-Distributed / Distributed Configurations - Partitioning Requirements Physical Drive Array RAID Partition NTFS Size Installation Type Drive 1 Drive 2 A RAID 1 C 40 GB OS D 106 GB NICE Interactions Center Server 38

Clustered Interactions Center Servers Clustered Interactions Center Servers Clustered Interactions Center Servers - HW and Software Requirements on page 39 Clustered Interactions Center Servers - Partitioning Requirements on page 41 Clustered Interactions Center Servers - HW and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-17: Clustered Interactions Center Servers - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Cluster Hardware Platform Minimum Requirements on page 100 Hard Drive Configuration Servers: 2 x 72 GB Software Requirements Attached Storage Unit: 2 x 72 GB Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) NICE Approval 39

Clustered Interactions Center Servers Table 1-17: Clustered Interactions Center Servers - Hardware and Software Requirements (Continued) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) NICE Approval Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A 40

Clustered Interactions Center Servers Clustered Interactions Center Servers - Partitioning Requirements Table 1-18: Clustered Interactions Center Servers - Partitioning Requirements Physical Drive Drive 1 72 GB Drive 2 72 GB Storage Area Drive 1 72 GB Drive 2 72 GB Array RAID Partition Size Installation Type A RAID 1 C 40 GB OS D 32 GB NICE Interactions Center Server Array RAID Partition Size Installation Type A RAID 1 Q 6 GB Quorum E 66 GB Additional Storage 41

VoIP Logger Server VoIP Logger Server VoIP Logger Server - Hardware and Software Requirements on page 42 VoIP Logger Server - Partitioning Requirements on page 44 VoIP Logger Server - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-19: VoIP Logger Server - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Hardware Platform 1 (Intel Processor Based) Minimum Requirements on page 96 Blade Hardware Platform 1 Minimum Requirements on page 98 Blade Hardware Platform 2 Minimum Requirements on page 99 Hard Drive Configuration n RAID: 2 x Software Requirements RAID 1: 4 x RAID 5: 3 x Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 42

VoIP Logger Server Table 1-19: VoIP Logger Server - Hardware and Software Requirements (Continued) Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) Active VoIP Loggers require NICE Approval Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access 43

VoIP Logger Server Table 1-19: VoIP Logger Server - Hardware and Software Requirements (Continued) Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service WMI Services Additional tes N/A VoIP Logger Server - Partitioning Requirements VoIP Logger Server - n-raid Configuration on page 44 VoIP Logger Server - RAID 1 Configuration on page 45 VoIP Logger Server - RAID 5 Configuration on page 46 VoIP Logger Server - n-raid Configuration Table 1-20: VoIP Logger Server - n-raid Configuration Physical Drive Array Partition Size Installation Type Drive 1 Drive 2 - C NTFS D NTFS E Unformatted - F Unformatted 35 GB OS 5 GB NICE VoIP Logger 106 GB Voice Data (when deploying SMB - VoIP) te the following: For up to 250 channels, 193 GB of unformatted partition space is required. For more than 250 channels, 125 GB of unformatted partition space is required. 44

VoIP Logger Server VoIP Logger Server - RAID 1 Configuration Table 1-21: VoIP Logger Server - RAID 1 Configuration Physical Drive Array RAID Partition Size Installation Type Drive 1 Drive 2 Drive 3 Drive 4 A RAID 1 C NTFS D NTFS E Unformatted B RAID 1 F Unformatted 35 GB OS 5 GB NICE VoIP Logger 106 GB Voice Data (when deploying SMB - VoIP) te the following: For up to 250 channels, 193 GB of unformatted partition space is required. For more than 250 channels, 125 GB of unformatted partition space is required. 45

VoIP Logger Server VoIP Logger Server - RAID 5 Configuration Table 1-22: VoIP Logger Server - RAID 5 Configuration Physical Drive Array RAID Partition Size Installation Type Drive 1 Drive 2 Drive 3 A RAID 5 C NTFS D NTFS E Unformatted 35 GB OS 5 GB NICE VoIP Logger 252 GB Voice Data (when deploying SMB - VoIP) te the following: For up to 250 channels, 193 GB of unformatted partition space is required. For more than 250 channels, 125 GB of unformatted partition space is required. 46

Branch VoIP Logger Branch VoIP Logger Branch VoIP Logger - Hardware and Software Requirements on page 47 Branch VoIP Logger - Partitioning Requirements on page 49 Branch VoIP Logger - Hardware and Software Requirements NOTE: Legend: For operating systems and SQL versions, means supported. For software components, means required. The Operating System must be installed with the latest service pack certified by NICE. The Operating System language for servers must be the English version only. SQL Server 64-bit can only be installed on top of a 64-bit operating system. The list of NICE certified 3rd party applications is available on ExtraNICE (see http://new.extranice.com/eis/additionalresources/security%20bulletins/forms/by% 20Category.aspx) Table 1-23: Branch VoIP Logger - Hardware and Software Requirements Hardware Requirements Approved Hardware Platforms Branch VoIP Logger Hardware Platform Minimum Requirements on page 104 Hard Drive Configuration Serial ATA interface 250 GB Software Requirements Microsoft Windows Server 2003 R2 SP2 Standard Edition (32-bit) with KB925336 Microsoft Windows Server 2003 R2 SP2 Enterprise Edition (32-bit) with KB925336 Microsoft Windows 2003 R2 SP2 Standard/Enterprise Edition (64-bit) with KB925336 Microsoft Windows 2008 SP2 Standard/Enterprise Edition (32-bit) Standard Edition Release 2 NICE Approval 47

Branch VoIP Logger Table 1-23: Branch VoIP Logger - Hardware and Software Requirements (Continued) Microsoft Windows 2008 SP2 Standard/Enterprise Edition (64-bit) Utilizing WOW64 (Windows on Windows) translation layer for all certified components (not including databases) Microsoft Windows 2008 Standard/Enterprise Edition Release 2 (64-bit) Microsoft SQL Server 2000 Microsoft SQL Server 2005 SP2/SP3 Microsoft SQL Server 2008 SP1 Microsoft SQL Server 2008 Release 2 Microsoft Windows Installer version 4.5.NET Framework Version 3.5 SP1 (English) Microsoft Internet Explorer versions 6.0, 6.0 SP1, 7.0 or 8.0 SNMP Service ASP.NET Enable network COM + access Enable network DTC access Internet Information Services (IIS): Common files Internet Information Services Manager World Wide Web Service. Internet Information Services (IIS): SMTP Service WMI Services Additional tes Up to 50 channels 48

Branch VoIP Logger Branch VoIP Logger - Partitioning Requirements Branch VoIP Logger - n-raid Configuration on page 49 Branch VoIP Logger - RAID 1 Configuration on page 50 Branch VoIP Logger - RAID 5 Configuration on page 51 Branch VoIP Logger - n-raid Configuration Table 1-24: Branch VoIP Logger - n-raid Configuration Physical Drive Array RAID Partition Size Installation Type Drive 1 Drive 2 - - C NTFS D NTFS E Unformatted - - F Unformatted 35 GB OS 5 GB NICE VoIP Logger 106 GB Voice Data (when deploying SMB - VoIP) te the following: For up to 250 channels, 193 GB of unformatted partition space is required. For more than 250 channels, 125 GB of unformatted partition space is required. 49

Branch VoIP Logger Branch VoIP Logger - RAID 1 Configuration Table 1-25: Branch VoIP Logger - RAID 1 Configuration Physical Drive Array RAID Partition Size Installation Type Drive 1 Drive 2 Drive 3 Drive 4 A RAID 1 C NTFS D NTFS E Unformatted B RAID 1 F Unformatted 35 GB OS 5 GB NICE VoIP Logger 106 GB Voice Data (when deploying SMB - VoIP) te the following: For up to 250 channels, 193 GB of unformatted partition space is required. For more than 250 channels, 125 GB of unformatted partition space is required. 50