Professional Documents
Culture Documents
Release 3.2
385A0584-07 Rev. A0
TM
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, noncommercial 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 2009 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 7,152,018 7,386,105 7,573,421 5,216,744 5,457,782 6,192,346 6,542,602 6,785,370 6,965,886 7,203,655 7,392,160 7,577,246 5,274,738 5,819,005 6,246,752 6,564,368 6,856,343 6,970,829 7,240,328 7,436,887 7,581,001 5,289,368 5,911,134 6,249,570 6,615,193 6,865,604 7,010,106 7,305,082 7,474,633 7,587,454 5,325,292 5,937,029 6,252,946 6,694,374 6,871,229 7,010,109 7,333,445 7,532,744 7,599,475 5,339,203 6,044,355 6,252,947 6,728,345 6,880,004 7,058,589 7,346,186 7,545,803 5,396,371 6,115,746 6,311,194 6,775,372 6,937,706 7,085,728 7,383,199 7,546,173
360o 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.
385A0584-07 Rev. A0
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Contents
1
Design Considerations Overview 15
Whats New in Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 List of Terms Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2
Servers Deployment Considerations 21
NICE Perform Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 SMB Small Medium Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 VoIP Single Box Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 TDM Two Boxes Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Unified Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Semi-Distributed Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Distributed Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
3
General Components Considerations 27
NICE Interactions Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Screen Logger Sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Online Screen Storage Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Storage Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Design Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Outcome of Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Design Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 5
Storage Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 File Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Storage Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Storage Center Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Network Influence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Calculating the Number of Storage Centers per Site . . . . . . . . . . . . . . . 32 Storage Center Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Issues for Consideration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Telephony Services Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Outcome of Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Telephony Services Server General Considerations . . . . . . . . . . . . . . . . . . 35 Number of Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Telephony Services Server Connectivity . . . . . . . . . . . . . . . . . . . . . . . . 36 Analog and Digital Board Support Prerequisites . . . . . . . . . . . . . . . . . . 36 Telephony Services Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . 37 WAN Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Customer Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Supported Transfer Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Survey Load Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Customer Feedback Considerations . . . . . . . . . . . . . . . . . . . . . . . . . 41 Playback to Extension Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Analog and Digital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Telephony Services Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . . 42 Screen Content Analysis (AKA Desktop Analytics) . . . . . . . . . . . . . . . . . . . 43 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Outcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Supported Deployment Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Screen Content Analysis Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . 44 Screen Content Analysis Agent Limitations . . . . . . . . . . . . . . . . . . . . . . . . . 44 Platform/Environment Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Capturing Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Data Extraction Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 6
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 Stream Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Outcome of Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 NICE Stream Server Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Microsoft Windows Media Services (WMS) Streaming Server . . . . . . . . . . . 46 Supported Protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Network Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Local Storage Space Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 WMS Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Active and Passive VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Active VoIP Logger Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Passive VoIP Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Passive VoIP Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Recording Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 NICE Sentinel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 NMS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 VRA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Network Embedded Logger (NEL) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Supported Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
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Applications 57
Applications Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Contents NICE Perform Release 3.2: Design Considerations (Rev. A0) Confidential and Proprietary Information of NICE Systems Ltd. 7
Applications Response Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Business Analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Evaluations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 My Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Player Client Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Clip Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Playback to Extension Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 No Support for CDR Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Screen-Only Recording Clips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Rules Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
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Computer Telephony Integrations Policy 69
CTI Combinations Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
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Interaction Analytics 71
Server Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Analysis Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Analysis Type Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Word Search - Storage Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Transcription - Storage Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Analysis from EMC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75 Prerequisite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
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ScreenAgent 77
NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Capture Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Hooking vs. Scraper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Capture Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Performance Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 ScreenAgent in Citrix and Terminal Server . . . . . . . . . . . . . . . . . . . . . . . . . 81 When to Use? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 NAT/PAT Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Registration to Multiple Interactions Centers . . . . . . . . . . . . . . . . . . . . . . . . 82 Why Use this Configuration? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Examples of Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Constraints and Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 Resiliency Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Registration Failures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 LAN/WAN Disconnections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 ScreenAgent Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Installation Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 ScreenAgent Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
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Scalability 87
Usage Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Single Data Hub and Linked Data Hub Considerations. . . . . . . . . . . . . . . . . 89 System Scale Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Universal Component Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
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Playback Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Telephony Services Server Scale Figures . . . . . . . . . . . . . . . . . . . . . . . 93 Interactions Center Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Storage Center Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Screen Content Analysis Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . 97 Data Mart Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Content Analysis Server Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . 98 NICE Sentinel Server Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Loggers Scale Figures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 NiceScreen Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Logger Resiliency Chains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Usage Per Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 SMB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Interaction Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Quality Management / Quality Optimization Enterprise (CC) 32-bit . . . 113 Quality Management / Quality Optimization Enterprise (CC) 64-bit . . . 117 Interaction Analytics / Analytics-Based Quality Optimization Enterprise (CC) 64-bit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
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Deployment Configurations 121
Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Single Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 Centralized Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Distributed Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Centralized Active VoIP Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 Distributed Voice Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Survivable Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 When to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Multi Linked Data Hubs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
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Resiliency Options 135
Resiliency Options Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Database (DB) Cluster. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Applications Server Cluster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Interactions Center Cluster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Storage Center Redundancy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Voice Recording SIP Proxy (VRSP) Redundancy Architecture . . . . . . . . . 140 Motivation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 Deployment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 VRSP Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 TDM Loggers N+1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 VoIP Loggers N+1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Passive VoIP Loggers 1:1 Software System (Duplicate Recording) . . . . . 142 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Branch Recording Survivability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Disk Space Calculation Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Total Recording Solution (TRS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 TRS Supported Environments: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 TRS Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 NIC Teaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Disaster Recovery (DR) Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Solution Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
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Supported Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 General Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Prerequisites for SQL Mirroring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145 Prerequisites for Other Replication Technologies . . . . . . . . . . . . . . . . . . . 145 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Data Mart Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
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Network Considerations 147
Free Bandwidth Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148 Bandwidth Calculation Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Calculating the Required Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 Latency Between Interactions Center and CTI Server . . . . . . . . . . . . . . . . 157 Optimization Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Bandwidth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
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Active Directory Integration 161
Active Directory Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Prerequisites for Active Directory Authentication . . . . . . . . . . . . . . . . . . . 162 Active Directory Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
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Media Encryption Solution 165
Media Encryption Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Solution Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Support in Multi Data Hub Environments . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Threats to the Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 Media Encryption Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Applications Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
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Screen Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Content Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Media Encryption Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Loggers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 ScreenAgents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Microsoft Windows Media Services (WMS) Streaming Server . . . . . . . . . . 169
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Virtualization 171
Discovery Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
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Additional Requirements 173
NAT/PAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Hardening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Index
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1
Design Considerations Overview
This manual describes the design considerations for NICE Perform Release 3.2.
Contents
Whats New in Release 3.2............................................................................................. 16 List of Terms Used.......................................................................................................... 17
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Content Analysis Server A component that provides audio processing and searching services for NICEs Interaction Analytics solutions. This general term may refer to several types of servers, including Phonetics Indexing Server, Transcription Server and Word-Spotting Server. Branch Data Center A local office in the customer's organization. Usually includes agents/users with telephones and desktops. A facility used to house mission critical computer systems and associated components, which may include telephony system equipment and mass storage infrastructure. Basically, any site that the customer would consider a data center. A combination of NICE Perform Applications Server and Database at the same site. This term replaces what was previously referred to as NICE site. DataMart The NICE Perform Data Mart serves as a centralized repository for information, providing a single, unified data source for reporting and data access. Database Disaster Recovery Windows Media Digital Rights Management (DRM) is a proven platform to protect and securely deliver content for playback on computers, portable devices, and network devices. The latest version offers increased flexibility to support a wide range of business models that provide consumers even greater access to protected audio and video content. Encrypting File System A third party mass storage device. Currently the Storage Center supports the following ESM devices:
Data Hub
DB DR DRM
EFS ESM
EMC2 Centera - integrated through SDK IBM Tivoli (TSM) - integrated using client SAN/NAS - direct integration
Note: Refer to Storage_Center_Install.pdf for supported SDK/Client versions. Force Delete The maximum duration that data is retained on storage.
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Table 1-1: List of Terms (Continued) Term / Acronym HMP IA IC Interaction-based Recording KSM Linked/Multi Data Hub Explanation / Definition Dialogic Host Media Processing (HMP) Software performs media processing tasks and converged telephony applications. Interaction Analytics Interactions Center Start/stop recording based on CTI information. Key Storage Manager A combination of multiple NICE Perform Data Hubs in primary and secondary configuration. This term replaces what was previously referred to as NICE Multi-site. Multi-site NPR3.2 PBOL Recording types Any NICE Perform deployment that supports multiple interconnected sites. NICE Perform Release 3.2 Playback On LAN
Interaction-based recording: Start/stop recording is performed based on CTI information. Total recording: The Logger is always recording (CTI independent), and works with static mapping only.
The minimum amount of time the archive data is required to exist in storage. ScreenAgent ScreenAgent Management System Any geographical location which a customer might refer to as a site. This may refer to any branch, data center, isolated site or site which is part of a multi-site network that offers central administration. A site may include agents/users. Sources are always associated to the same recording channels. A logical collection of physical storage locations. Retention settings are defined on a storage group. However, they do not apply to ESM devices. A physical storage area. Time Division Multiplexing VoIP Recording Agent
Chapter 1: Design Considerations Overview 18
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Table 1-1: List of Terms (Continued) Term / Acronym WMS Explanation / Definition Microsoft Windows Media Services
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2
Servers Deployment Considerations
The purpose of this chapter is to provide a list of optimization and design consideration points for the NICE Perform solution.
Contents
NICE Perform Components ........................................................................................... 22 SMB Small Medium Business..................................................................................... 24 Unified Server Deployment............................................................................................ 25 Semi-Distributed Server Deployment ........................................................................... 26 Distributed Deployment ................................................................................................. 26
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The Applications Server is the main server to which all clients connect when running NICE applications. Various processes and services run to control the operations performed by users and to provide the functions requested.
VoIP Logger
The VoIP Logger provides VoIP recording solutions to customers that are deploying IP telephony networks. Audio is recorded to the hard drive of the Logger for short term playback capability.
TDM Logger
The Logger is a digital/analog voice logging system. Loggers continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for short term playback capability.
Interactions Center (IC)
The Interactions Center controls the recordings which are performed by the capture unit. It receives call information from the CTI server through the CTI driver.
Database (DB) Server
The Data Mart consolidates the reporting information from multiple sites and DBs.
Telephony Services Server
The Telephony Services Server is an optional server that enables performing Playback to Extension (instant callback), implements NICE Customer Feedback (NIF) and creates clips.
Storage Center
The Storage Center archives the audio and screen data from the capture units to the storage device for long term storage.
Screen Content Analysis (aka Desktop Analytics Servers)
The Screen Content Analysis Server captures screen information from the agent's screen for analysis, tags calls, Starts/Stops recording calls (voice and screen) according to different screen events. Screen Content Analyis requires client installation on the agent's PC.
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NiceScreen Logger enables you to record and play back the agents screen activity synchronized with its corresponding voice recording.
Content Analysis Server
The Content Analysis Server performs the following audio analysis functions:
Stream Server
The Stream Server is an optional server that resolves problems of streaming media from the media source. There are two types of Stream Servers:
NICE Stream Server Microsoft Windows Media Services (WMS) Streaming Server
NICE Sentinel
NICE Sentinel is an easy-to-use tool for monitoring NICE Perform availability, faults and performance in real-time. The tool ensures that system administrators have access to necessary system performance and availability information in order to alert and correct any system issue before losing functionality or valuable data.
NMS Server
The Network Management System (NMS) Server is responsible for monitoring and alarming tasks. CA NMS Server will be obsolete during Q1 2010 after the Sentinel GA.
VRA (VoIP Recording Agent)
A capturing module which is installed on a desktop in order to supply recording capabilities of remote agents. The VRA ensures that voice activity from IP phones is captured and forwarded to a VoIP Logger.
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You cannot back up both SQL data and voice to tape on the same machine. The solution in these cases is to back up data to the network. Media Library must not be installed on the SMB Server, the VoIP Logger or the NMS Server. In this configuration, it must be installed on a different client machine. NICE Sentinel/NMS must be installed on a separate server.
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NiceLog/VoIP
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Interactions Center
Distributed Deployment
You can deploy NICE Perform on multiple servers to address the performance, scale, and high-availability needs of very large organizations.
Figure 2-5 Distributed Environment
NiceLog/VoIP NICE Sentinel / NMS Storage Center Applications Server Data Mart Interactions Center Screen Loggers
Database Server
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3
General Components Considerations
The purpose of this chapter is to provide a list of optimization and design consideration points for general components of the NICE Perform Server solution.
Contents
NICE Interactions Center ............................................................................................... 28 NiceScreen Logger ......................................................................................................... 29 Storage Center ................................................................................................................ 30 Telephony Services Server ............................................................................................ 34 Screen Content Analysis (AKA Desktop Analytics) ....................................................43 Stream Server ................................................................................................................. 46 Active and Passive VoIP Logger ................................................................................... 48 NICE Sentinel ..................................................................................................................51 NMS Server .....................................................................................................................52 VRA .................................................................................................................................. 53 Network Embedded Logger (NEL) ................................................................................ 54
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Monitor - Supported. Missing functionality: Record Next, Record All and Record block of time. Feedback - Only last agents correlation is supported. Requires NICE approval. IP phone - not supported. Screen Content analysis - not supported. BSF\SDK - not supported.
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NiceScreen Logger
NiceScreen Logger
Screen Logger Sharing
Multiple Interaction Centers can control the same NiceScreen Logger by dividing the overall channel capacity into channel pools. For the number of Interaction Centers, see Table 8-9:Loggers on page 100.
Figure 3-1 Screen Logger Sharing
Limitations
All Interactions Centers must be part of the same Data Hub.
SDR x 60 seconds x 60 minutes = Kilo Byte required for 1 hour of Screen storage required of NiceScreen Logger
EXAMPLE:
15x60x60 = 54,000 KByte per hour With 146G HD when using a commercial server 146G data space = 153,092,096 KByte 153,092,096/54,000 = 2,835 hours of online storage
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Storage Center
Storage Center
The Storage Center archives the audio and screen data from the capture units to the storage device.
Design Flow
Discovery Questions
What is the storage type (ESM/NAS/Local File System)? How long is the archiving window (hours)? What is the retention period (months)? What is the required archiving volume per day (GB)? What is the average call length (minutes)? Network diagram includes latency (milliseconds), and components deployment, especially location of the Database. Is redundancy required?
Design Considerations
Storage Size
This value must be calculated by the SCCalculator utility only!
File Size
For speaker separation environment, the file size must be multiplied according to the following factors:
Environment TDM VoIP - with silent suppression VoIP - without silent suppression Factor 1.2 1.6 2.0
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Storage Center
Storage Type
Select the storage type according to the following: EMC2 Centera Select EMC2 Centera when the following apply:
The customer specifically requests it. Retention must be enforced for compliance.
IBM Tivoli The Storage Center cannot archive to multiple TSM Servers. The customer specifically requests it.
NOTE: The enforce retention feature is not supported with IBM Tivoli.
SAN/NAS or Local File System It is recommended to use SAN since it provides a robust solution with scalability. If SAN does not exist, use the local file system as a shared network path.
NOTE: Consult with a SAN vendor for additional technical considerations (for example, the acceptable distance between the SAN and the Storage Center, since they are connected by a physical cable).
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Storage Center
General Considerations
Storage Center Location
It is recommended to locate the Storage Center as close as possible to the Database. This applies to a Single Data Hub or a Multi Data Hub deployment.
Network Influence
Network performance has a major influence on Storage Center archiving capacity and playback capability.
Latency Influence
For a list of latency figures, see Table 11-4: Latency Limitations per Component on page 156.
Bandwidth
In Distributed environments, where there is WAN between the Storage Center and the Logger or the Storage area, the required bandwidth must be calculated according to the archiving rate and compression. For a list of needed bandwidth values for Voice and Screen archiving, see Table 11-1: Values for Elements Used in Free Bandwidth Calculation on page 148.
Number of playback connections (including IA - see Table 8-1:Playback Scale Figures on page 91 for values) Archiving capacity Archiving windows
NOTE:
The formula takes into account a 30% factor, to overcome temporary backlogs.
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Storage Center
NOTE: It is mandatory to verify that the backup Storage Center is capable of fully handling any associate primary Storage Center failure.
Starting from SP4, load balancing between Storage Centers in one Data Hub is supported. Locate selects the next Storage Center from the Locate order list every five minutes. This means that it is possible to add more Storage Centers to the Data Hub and get a larger number of concurrent playbacks. In a Multi Data Hub configuration, each Data Hub can have its own Locate order; each Data Hub can reach its limitation. Storage Center archiving depends on network connectivity to the Primary Data Hub Database. If there is a network disconnection between the Storage Center and the Primary Database, archiving stops. After the network is restored, archiving continues.
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Playing back and listening to interactions on a telephone extension using applications such as ROD, Business Analyzer, Monitor, and so on. Customer Feedback - an IVR-based survey tool that automatically gathers customer feedback at the end of the call. Creating Clips (in the Business Analyzer application).
NOTE: The same Telephony Services Server can be used for NIF, playback and for creating clips. NOTE: Playback to speakers on a user workstation does not require a Telephony Services Server.
Discovery Questions
Playback to Extension and/or Customer Feedback required? Playback to Extension
Customer Feedback Number of concurrent Customer Feedback. Automatic or Manual routing (Automatic routing can be offered in Avaya environment only, see the NICE Perform 3.2 IDD for Customer Feedback certified environments).
PBX and CTI - type and version. Calls configuration: Do most of the calls stay on the same switch? Or is there transfer between customer sites? Analog, Digital or IP (IP for Playback to Extension is supported from NPR3 SP2, and is supported from NPR3 SP4 for Customer Feedback). IP: H.323 or SIP? See the NICE Perform 3.2 IDD for supported PBX and CTI versions. Analog: Number of slots (up to 3 boards per server). For specifications, see the Certified Servers Guide. Digital: Number of slots (maximum number of slots must not be exceeded). For specifications see Certified Servers Guide. Digital: Only ISDN trunk type is supported. Deployment configuration:
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Multi Interactions Centers in a Single Data Hub. Multi PBXs configuration in a Single Data Hub.
Using analog cards for both operations. Using HMP E1/T1 boards for Playback to Extension along with the new DIVA boards. Using HMP IP for both operations along with the new DIVA boards.
Number of required ports for each function must be calculated according to the required concurrent operation (Playback to Extension and Customer Feedback). Multiple Telephony Services Servers per Data Hub can be used if the number of ports do not meet the requirements.
Number of ports = (Number of seats x sampling rate x percentage of answer rate x Average survey duration) / (average call duration)
EXAMPLE: (300 seats x 50% sampling x 5% answer rate x 2 minute survey duration) / (3
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Supported PBXs are detailed in the NICE Perform 3.2 IDD. Integration with additional PBXs can be approved with ARO on a commitment basis. Supported digital boards are detailed in the Certified Servers Guide.
NOTE: A new Telephony Services Server installation must use HMP based boards.
Supported PBX's are detailed in the NICE Perform Release 3.2 IDD. Verify with the customer how many analog ports can be added to the switch to cover all concurrent calls. (There are cases where the customer will need to add new shelves on the switch and analog boards).
PBXs that support IP (standard SIP or H.323) are detailed in the NICE Perform 3.2 IDD. Playback to Extension supports both H.323 and SIP Connectivity (see supported PBXs in the NICE Perform 3.2 IDD). Software only solution.
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One Telephony Services Server can be used. Analog/Digital ports of each switch must be defined and physically connected to the Telephony Services Server. The Telephony Services Server is connected to multiple PBXs, where all the PBXs can dial to the agent's phone.
Figure 3-3 Telephony Services Server in SIngle Data Hub Configuration
There is connectivity between the PBXs. It is possible to define a dial plan and to establish a connection between PBX A and PBX B.
Figure 3-4 Telephony Services Server with Multiple PBXs
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NOTE: If there are two PBXs in two different geographical locations with no connectivity between them, two Telephony Services Servers must be deployed (one for each PBX). Multi Data Hub Supported Configurations
WAN Considerations
Best utilization: Telephony Services Server remotely dials to the extension (instead of streaming from the remote media source to the local Telephony Services Server). This means configuring the Telephony Services Server to reside close to the media source.
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Advantage for IP environments: The audio packets have high priority in the router (better performance). It is highly recommended to implement Quality Of Service (QoS) policy on the network to assure best priority to VoIP packets = voice quality. Recommended configuration:
Figure 3-6 Recommended Configuration for Telephony Services Server
The following configuration is recommended only if the telephony traffic between the sites is costly, and the customer is willing to take a narrowing of bandwidth in network utilization.
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Figure 3-7
NOTE: Streaming can be done directly from the Logger or through the Applications Server.
Customer Feedback
Supported Transfer Methods
Avaya Automatic Routing
Customers are prompted by the switch to stay on line after the call for a non-mandatory short survey. The customer waits until the agent hangs up and then is automatically transferred to the Customer Feedback system. The Switch must be configured with the proper settings on the switch (see the Customer Feedback Setup Guide) Advantages:
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Manual Transfer
At the end of the call, the agent asks the customers if they would like to fill a short survey and then transfers the customer to the Customer Feedback system. Advantages:
The agent can transfer the call directly to specific surveys using a specific hunt group number. Installation with no change to the switch configuration.
Semi-Automatic
DTMF Signalling - normally used with Automatic Routing, but can be implemented in other methods as well. CTI - load by DNIS or phone number fields of the CTI information. Business Data - can be used with any pre-configured Business Data field.
For further details see Telephony Services Server Installation Guide and Customer Feedback Setup Guide.
NOTE: It is the customers responsibility to ensure that the switch provides the necessary data for the survey loading (DTMF/Business Data/CTI).
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Required disk space must be calculated. NPR3.1: Voice comments are supported with the following:
G.729 compression, which generates ~ 560 Kbit for one minute of audio. G711 compression, which generates ~ 4000 Kbit for one minute of audio
Physical connection between the Telephony Services Server and the switch is required.
Calls that are transferred between drivers may result in problems with agent correlation. Customer Feedback cannot be used as a standalone solution. Environments with predictive dialers and outbound calls are not supported. Screen/Voice recording of surveyed interactions is not available unless they are recorded by QM rules or by all calls screen/voice recording.
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Collect screen activity information. Extract content of UI elements to the Database, based on events that take place on the agent's screen. Create interactions based on screen activity. Create recordings based on screen activity. The agent's voice and/or screen can be captured whenever a specific event takes place.
Discovery Questions
Notification - How many events are reported to the Screen Content Analysis Server by all the Screen Content Analysis Agents (per second)? Recording initiation - How many recordings is Screen Content Analysis Server expected to initiate (per second)? Interaction initiation - How many interactions is Screen Content Analysis Server expected to initiate (per second)?
Agent identification - Does the agent have a unique OS user name? Application compatibility - Supported UI applications used by agents.
NOTE: For all required triggers: Data capture must be tested using the Screen Content Analysis Demo/Tester.
Outcome
Configuration which is stored in the Database, is always reachable. In case the Database/Applications Server is not reachable:
Failures in the Screen Content Analysis Agent may occur when agents log in to the workstation. Attributes will be buffered and inserted into the Database when the connection is restored (server buffer is limited by disk space).
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Screen Content Analysis Server Deployed near the NICE Interactions Center
No latency for Interactions created by the Screen Content Analysis Server. No latency for Recordings created by the Screen Content Analysis Server. For latency considerations, see Table 11-4: Latency Limitations per Component on page 156.
Screen Content Analysis Agent remotely from Screen Content Analysis Server:
If the Screen content Analysis server is down or an agent is disconnected from the server, the attributes will be buffered and will be inserted to the Database later on. Agent buffer is limited to 1000 notifications. For latency considerations, see Table 11-4: Latency Limitations per Component on page 156.
Creating/Editing/Deleting events via the Screen Content Analysis Manager in the secondary Data Hub is dependant on the Screen Content analysis sever and the Database availability in the primary Data Hub.
HTML pages are not supported: values cannot be extracted (Screen Objects) and activity cannot be captured (trigger object) from HTML pages. Citrix:
A Screen Object client action can be performed only when a trigger was captured. This means that if a trigger was captured by the Citrix published application, the Screen Object value can only be taken from the Citrix published application window. If a trigger was captured by the local desktop, the Screen Object value can only be taken from applications on the local desktop. For server actions the Citrix published application and the local desktop are considered as two different sessions. This means that an interaction or recording, started by the local desktop, cannot be stopped by a Citrix published application and vice versa.
Capturing Limitations
Double-clicking: Double-clicking mouse Triggers are not supported. All single-clicking mouse Triggers are supported. Microsoft Access: In Microsoft Office Access application, the triggers types Selection Changed and Item Selected are not supported. DPI Limitations: If an object is defined with specific system DPI settings, the Trigger may not be supported if the system DPI settings are changed.
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Stream Server
Stream Server
The Stream Server is an optional server which can be added to a Data Hub in order to resolve problems of streaming media from the media source. The NICE Stream Server enables you to stream any relevant media from either a Single Data Hub or Multi Data Hubs, from either a local or remote location. Two types of stream servers are available, each targeting a different problem:
NICE Stream Server resolves situations where the media has to cross firewalls in order to allow playback. Microsoft Stream Server resolves situations where the WAN quality does not allow playback using conventional methods.
Discovery Questions
Number of concurrent playbacks Network Topology
In order to resolve WAN issues, a Microsoft Windows Media Services (WMS) Streaming Server should be located as close as possible to the media source.
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Stream Server
Supported Protocols
Streaming protocols that can be used are:
RTSPT - Default protocol (port 554 must be opened) HTTP - Firewall tolerance (default port is 80)
Network Considerations
Microsoft Stream Server is recommended when Latency > 50 ms. When Latency exceeds 150 ms, the response time of Player is affected.
1 minute of voice requires 400 KB 1 minute of screen requires 1000 KB 1 minute of screen + voice requires 1400 KB
NOTE: Encoded ASF files can be reused for another Playback request (saving the need to encode the recordings again). Therefore it is recommended to calculate the storage space size according to the common query period that the users define in the site.
Deployment
The Microsoft Windows Media Services (WMS) Streaming Server must reside on a separate server Each additional Microsoft Windows Media Services (WMS) Streaming Server requires installation on a dedicated server.
NOTE: The Microsoft Windows Media Services (WMS) Streaming Server consumes a large amount of CPU, and it will work on 100% of CPU while the encoders are working (the CPU will be at 100% after 3 to 4 concurrent savings).
Prerequisites
Using DRM to encrypt the communication between the client and the server requires the customer to sign an agreement with Microsoft. This is described in the Stream Server Installation Guide.
WMS Limitations
When opening the player in a Dual monitor environment the screen stays black if the player is opened on the primary screen.
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If two or more screens are used on site, note that the Playback Screen is limited to 2000 x 2000 resolution.
Figure 3-8
Deployments
Mirroring
In Passive VoIP Recording, mirroring is possible on:
Phones - recording of all calls. Gateway and Conference bridge - recording only external calls and conference calls.
NOTE: When internal call recording is required and mirroring phones is not feasible, an alternative is to set the telephony system to force internal calls to be routed through the gateway. This solution uses high network and gateway resources, and therefore is not recommended.
Recording Mode
Total Recording
The preferred solution is to mirror for each Logger. Mirroring should be performed only for extensions that are recorded by the Logger. The best way is to define VLAN on a group of phones which will be recorded by a specific Logger and then perform VLAN mirroring.
Interaction-based Recording
There is a trade off between recording channels per Logger and background traffic. The background traffic is higher in direct proportion to the number of mirrored phones. Higher background traffic can reduce the number of supported channels, since the Logger spends processing resources on filtering.
Gateway Based Logger Allocation
One of the ways to deal with background network traffic is to use gateway-based Logger allocation and to record calls that enter from a specific gateway to a specific Logger. This method is supported only in Interaction-based Recording. With gateway-based Logger allocation, it is possible to influence the Interactions Center's choice of recording Loggers (every group of Loggers views a group of gateways).
Limitations
The replica of the RTP packet is identical to the original packet. Not only is the payload the same, but also the original source and destination IP addresses. Thus, the replicated RTP packets cannot be transferred by the network's switching and routing. The Logger must be connected to a destination port of the mirroring session to receive the RTP packets for recording. All Loggers must reside on the same LAN as the gateways/phones. Mirroring over WAN is not supported with passive VoIP Loggers.
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Encrypted calls cannot be recorded (except in the Passive Recording solution for the Cisco telephony environment). Not all network switches support Mirroring. If there are physical changes in the site's structure, the system administrator should be aware of these changes and configure the switch accordingly. The mirroring port has limited capacity in handling large numbers of packets; this could cause an overflow which could result in VoIP packet loss. Passive recording in a NAT environment is not supported. IP change during an open call is not supported in a passive GW recording.
NOTE: By using the RSPAN (Remote Span) feature which is available with Cisco switches, it is possible to separate the phones and desktops into different VLANs, thereby enabling the Logger to perform mirroring from one distribution switch.
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NICE Sentinel
NICE Sentinel
A NICE Sentinel Server must be installed on a dedicated server to monitor system health. It is possible to run CA NMS and NICE Sentinel side-by-side, where each resides on its own dedicated server. It is possible to run two NICE Sentinel servers side-by-side, where each resides on its own dedicated server. In this case each NICE Sentinel server monitors the NICE Perform system/s independently.
A single Data Hub. The NICE Sentinel server will monitor all components within a single data hub.
Figure 3-9 Single NICE Sentinel Server - Single Data Hub
A linked Data Hub. The NICE Sentinel server will monitor all components within a linked data hub.
Figure 3-10 Single NICE Sentinel Server - Linked Data Hub
Several Linked Data Hubs or Standalone Data Hub. The NICE Sentinel server will monitor all components within several linked data hubs and/or standalone Data Hub.
Figure 3-11 Several Linked Data Hubs or Standalone Data Hub
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NMS Server
NMS Server
An NMS Server must be installed on a dedicated server to monitor system health.
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VRA
Figure 3-15
NOTE: In scenarios where multiple NMS servers are utilized, the union of all monitored groups must reflect all site components in order to ensure complete site monitoring. NOTE: In this deployment, the SQL Agent and OS Agent traps are captured by a single NMS only.
VRA
VRA is supported only in an English workstation. Other languages require NICE approval.
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The Data Center hosts all telephony infrastructures which interconnect with multiple branch offices including NP servers. Each branch includes Network Embedded Logger software deployed on Cisco ISR which all recorded streams traverse through. Such configurations will only require minimum IT involvement in installation and maintenance of the recording modules in the remote branches. The transmission of the recorded media for storage at data center can be undertaken in real time, or can be implemented according to predefined rules. The buffered media is pulled from the central Storage Center for archiving and application use. During WAN disconnections, the Network Embedded Logger module continues recording and stores all audio packets in its local hard disk - for exact supported retention period refer to audio calculation section.
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Recording Modes
The solution records in Total recording mode only. In addition it can support DHCP configuration for the IP phones by decoding the SCCP (Skinny) messages and mapping the phones DNs to the IP addresses.
Supported Environments
The system works in a full Cisco VoIP environment, which includes Cisco's IP phones. Current supported models will be listed on the team site and on the updated NICE Perform 3.2 IDD.
Supported Signaling
During WAN disconnection between branches and DC all telephones in the branch enter to SRST mode. In this mode the router provide minimal telephony capabilities through Skinny (Cisco proprietor protocol) or SIP protocols.
NOTE: Currently Network Embedded Logger supports Skinny protocol only.
Network Embedded Logger captures these messages and keeps tracking on the extensions IP address in case it updates and continues recording during this time.
Prerequisites
Span port is required if recording of internal calls within the branch is required.
Limitations
Recording internal calls with AIM module is not supported. Real time monitoring is not supported. Summation in Network Embedded Logger level is not supported. Recording of TDM calls (ISR serves as a GW) is not supported with AIM.
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4
Applications
The purpose of this chapter is to provide a list of optimization and design consideration points for the NICE Perform Applications.
Contents
Applications Usage ........................................................................................................ 58 Playback .......................................................................................................................... 63 Media Library ..................................................................................................................64 Clip Recording ................................................................................................................ 65 Rules Manager ................................................................................................................ 68
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Applications Usage
Applications Usage
Applications Response Time
Table 4-1 lists standard response times for various transactions.
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Applications Usage
Table 4-1: Standard Response Times for Various Transactions Applications Usage Transaction Name First login Response Time (sec.) in LAN 10-15 Response Time (sec.) in WAN* Same as LAN
Comments
Application load time from the time you click the Login button until the application appears on the screen. First login to the application. Second login to the application. Moving from one application to another. Moving between modules within the same application. Creating a new evaluation.
Second login Open application Open module Create Evaluation Business Analyzer Save Evaluation Open Evaluation Run Business Analyzer Query Run Business Analyzer Query Playback
Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN Same as LAN From Storage: 5-8 (from NAS) Same as LAN
Opening an existing evaluation. Query with 150 records, with default set of columns. Query with 1500 records, with default set of columns. From Play operation until play starts including the locate process (including screen).
7-15
Hop in Playback
* Up to 50ms latency.
Same as LAN
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Applications Usage
Table 4-1: Standard Response Times for Various Transactions (Continued) Applications Usage Transaction Name First login My Universe Second login Save Package Response Time (sec.) in LAN 10-25 8-20 4-7 Response Time (sec.) in WAN* Same as LAN Same as LAN Same as LAN Save a Package with the following attachment types:
Comments
Five components
Packages
Open application Reporter Run Report Preview Report Monitor Open application Open application Insight Manager Load category 7-10 20-250 1-10 7-10 4-10 Same as LAN Same as LAN Same as LAN Same as LAN Up to 170 secon ds Up to 60 second s
1-5
* Up to 50ms latency.
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Applications Usage
Table 4-1: Standard Response Times for Various Transactions (Continued) Applications Usage ClearSight Transaction Name Open application Logout
* Up to 50ms latency.
Comments
Business Analyzer
Queries
EXAMPLE: A site with 500 seats, a total of 1000 agents in two shifts, and 50 supervisors in one shift. Each supervisor performs an average of 10 queries per hour, requires the support of 500 queries/hour. Issues for Consideration:
A complicated query with a large number of filters or columns reduces the average number of queries. Multi Data Hub configuration:
Evaluations
Each local query that is initiated by another Data Hub is counted as a query resource. Such queries reduce the number of available query resources for the users at the local Data Hub.
Creation
EXAMPLE: A site with 500 seats, a total of 1000 agents in two shifts, and 50 supervisors in one shift. Each supervisor performs an average of 3 evaluations per hour, requires the support of 150 evaluations/hour.
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Applications Usage
My Universe
Example for QA - Supervisors + Agents Usage Model:
1 Executive with 5 components 24 Supervisors, each with 6 components 675 Agents, each with 6 components
1 Executive with 3 components 10 Supervisors, each with 7 components 60 Agents, each with 6 components
Packages
Saving
EXAMPLE: A site with 500 seats, a total of 1000 agents in two shifts, and 50 supervisors in one shift. Each supervisor creates an average of 3 Packages per hour, requires the support of 150 Packages created/hour. Opening
EXAMPLE: A site with 500 seats, a total of 1000 agents in two shifts, and 50 supervisors in one shift. Each agent opens 1 Package per shift, requires the support of 500 Packages opened/shift. For an 8 hour shift, the support of 63 Packages opened/hour is required.
Reporter
EXAMPLE: A site with 500 seats, a total of 1000 agents in two shifts, and 50 supervisors in one shift. Each supervisor performs an average of 2 reports per day, requires the support of ~10 reports/hour.
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Playback
Playback
Player Client Application
It is not necessary to install NICE Player. It is only necessary to install the codec pack once. The Player supports both NICE Perform versions 8.9 and NPR3.2. In addition, the Player can be installed as a standalone Player. The support referred to is for the following compressions and media formats:
Compressions: PCM, ADPCM16, ADPCM32, CELP (5.6-8.0), G.729, G.723, G.726, G.722 (Cisco). Formats: 8.9 AUD, 9.01 NMF.
NPR3.2, NPR3.1 and NPR3 SP4 Player can work side by side with any NPR2 SP4 (version 9.8.4.34 and higher) and NPR2 SP5.
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Media Library
Media Library
In order to retrieve from tape, Media Library and NICE Storage Center are required. Media Library installation is supported on the client machine and on the Applications Server.
NOTE: Media Library must not be installed on the SMB Server, the VoIP Logger or the NMS Server. In this configuration, it must be installed on a different client machine.
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Clip Recording
Clip Recording
This section discusses the system requirements to enable clip recording:
See the NICE Perform Release 3.2 IDD for more information about supported telephony environments for Telephony Services Server.
Trunk-Side Recording
Problem
Internal calls, such as the call between the Telephony Services Server and the Clip Creator Extension, could not be recorded at trunk-side recording environment.
Figure 4-1 Call Through PSTN
Voice Logger
ACD
Supervisor
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Clip Recording
Initiate outbound calls from the switch through the PSTN and back to the switch to the Clip Creator Extension.
EXAMPLE:
The Telephony Services Server will call 9, 7751234 instead of calling 1234. The solution has the following considerations:
The outgoing call is not free of charge as are internal calls. The customers must have DID (Direct Inward Dialing) numbers for each of the clip creator users. DID is a telephone service in which a company receives, from the telephony service provider, a block of telephone numbers that can be accessed via a small number of actual telephone lines.
EXAMPLE:
In a 200 seat environment where 40 supervisors create clips, 40 DID ports must be used for each one of the supervisors.
Solution using Call Through Loop
Another solution for a trunk-side recording environment is to use two switch trunks with a hardware loop. Calling through this trunk should be done with a special prefix. The switch should be configured in such a way that any calls with this prefix will go through the additional trunks.
Figure 4-2 Switch Loop Architecture
Voice Logger
ACD
Supervisor
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Clip Recording
Two additional trunks should be added to the switch. In case there are no empty slots, an additional shelf should be added to the switch. The number of simultaneous recorded calls is limited to the number of timeslots at the additional trunk (24 for T1 and 30 for E1). The new trunks should be connected to the Logger using a standard NICE coupler connection. A dialed plan with the special prefix should be defined in the System Administrator in the same way as the Solution using Call Through PSTN solution. The call from the Telephony Services Server to the Clip Creator must be an incoming call.
Extension-Side Recording
Recording clips is supported in an Extension-side recording environment. The solution has the following considerations:
The call from the Telephony Services Server to the clip creator must be an incoming call. A dial plan with the special prefix should be defined in the System Administrator. The outgoing call is not free of charge, as are internal calls. The customers must have DID (Direct Inward Dialing) numbers for each of the clip creator users. DID is a telephone service in which a company receives, from the telephony service provider, a block of telephone numbers that can be accessed via a small number of actual telephone lines.
EXAMPLE:
In a 200 seat environment where 40 supervisors create clips, 40 DID ports must be used for each one of the supervisors.
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Rules Manager
Rules Manager
The number of Classification and Scorecard rules is limited to 1024 per multi Data Hub configuration. However, BD columns use columns from this pool as well. Table 4-2 below shows recording rules considerations.
Table 4-2: Recording Rules Considerations QA Maximum Rule Count 100 QA Selective 100 Selective + Negative Negative
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5
Computer Telephony Integrations Policy
Contents
CTI Combinations Guidelines........................................................................................ 70
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Independent of the number of drivers required, the summed call rate for all drivers must comply with Interactions Center call rate limitations (see Table 8-3:Interactions Center Scale Figures on page 94). If one of the following driver types combination is used, see the IDD to validate that the combination is supported. The combinations that require referral to the IDD are:
Switch integration + Dialer integration. Any combination of any two of the following integrations which require CTI clients:
Alcatel OmniPCX Enterprise - TSAPI Avaya CVLAN Avaya TSAPI Aastra (Ericsson) MX-One NEC NEAX CTI Nortel CS1K Avaya Dialer (PD12, PC3, PC4) Cisco TSP
Two decoder integrations. Two integrations which are connected to the same switch, and which are related to the same agents/extensions. Active recording integration with an additional integration. The below combinations are not supported on the same Interactions Center. The workaround is to split the Interactions Center into two Interactions Centers, where each MPCM reports to a separate Interactions Center.
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6
Interaction Analytics
The purpose of this chapter is to provide Interaction Analytics (IA) configurations and considerations for the NICE Perform Applications.
Contents
Server Configurations .................................................................................................... 72 Analysis Quality.............................................................................................................. 73 Analysis Type Support ................................................................................................... 73 Word Search - Storage Considerations........................................................................ 74 Transcription - Storage Considerations ....................................................................... 74 Analysis from EMC ......................................................................................................... 75
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Server Configurations
Server Configurations
Content Analysis is supported only in a 64-bit Distributed Deployment environment (for hardware specifications, see Certified Servers Guide). The Content Analysis Servers are the components where the content analysis processing is performed. There are two main types of Content Analysis Servers:
For environments that support Stereo Capture of audio, an Emotion Detection + Talk Over engine may be added. The Content Analysis Server can be associated to one or more Data Hubs. The Content Analysis Server analyzes calls from all Data Hubs to which it is associated. This feature can be implemented only in a centralized configuration where a linked Data Hub was implemented to support scale limitation. This means the Database and audio of all Data Hubs are located in the same Data Center. This configuration is not allowed for Distributed configuration where there is a WAN between the Content Analysis Server and the Database or the Storage centers of one or more Data Hubs. To ensure availability of Logger playback resources, it is required that audio be processed from the Storage Center and not directly from the Logger's Hard Drive. Therefore, the Storage Center is a requirement for any Interaction Analysis solution. It is strongly recommended that the Content Analysis Servers be physically located as close as possible to the Data Base, Storage Center and the audio storage. This is in order to minimize the network bandwidth that is utilized and to improve performance. In general, the Content Analysis Servers must reside close to the media. The Import and Export of categories is supported from NPR3.1. Import and Export is supported between the same NICE Perform versions (for Example: From NPR3.1 to NPR3.1), and from a lower to a higher NICE Perform version (for Example: From NPR3.1 to NPR3.2).
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Analysis Quality
Analysis Quality
For improved analysis quality, Call Flow analysis is recommended. By using Call Flow analysis, hold periods can be eliminated.
Unsummed Content Analysis supports the following analysis engines: Word Search Transcription Emotion Detection Talk Over
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Required storage for the creation of the Index files is calculated at 1.5 KB/sec. At least 500 GB or more are recommended for Index storage Disk space is consumed in the following manner:
Index files can be stored on local drive or NAS. Voice content deleted after analysis. Data is transferred to the Database. Index files created on 80% of disk space by default.
Large disk advantages: Longer retention periods. Indexed files on the disk allow quick search for new categories. Better performance. Reduce processing load.
Calculation example:
50,000 calls per day: 5 minutes average duration. 5 minute call of PCM audio file = 5 x 960 KB = 4800 KB. Index size = 4800/7 KB = 685.7 KB (ratio of PCM: index is 7:1) Required disk space for one day: approximately 22 GB for summed, and 44 GB for unsummed. 500 HD Capacity / 22 GB approximately 22 days before automatic retention.
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Prerequisite
The Storage Centers local buffer-file system must include at least one month buffer storage space.
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7
ScreenAgent
The purpose of this chapter is to provide a list of optimization and design consideration points for the NICE Perform ScreenAgent.
Contents
NICE ScreenAgent .......................................................................................................... 78 Capture Methods ............................................................................................................ 79 Performance Capabilities............................................................................................... 80 ScreenAgent in Citrix and Terminal Server.................................................................. 81 NAT/PAT Environments .................................................................................................. 81 Registration to Multiple Interactions Centers .............................................................. 82 Resiliency Capabilities................................................................................................... 84 ScreenAgent Software ................................................................................................... 84 Performance Capabilities............................................................................................... 80 ScreenAgent Networking ............................................................................................... 85
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NICE ScreenAgent
NICE ScreenAgent
NICE ScreenAgent is a client application, installed on the client workstation, which captures screen activity while remaining undetected by the user. NICE ScreenAgent must be installed on each workstation where screen activity will be recorded. NICE ScreenAgent features include:
Multi-monitor screen-capture Terminal Server and Citrix environment screen capture Small footprint - ScreenAgent generate low data to minimize network bandwidth and storage Reduction to grayscale - facilitating smaller storage and reduced bandwidth Privacy regulation - ScreenAgent can selectively record/not record specific applications from the agent desktop
Architecture
Figure 7-1 Common Architecture
ScreenLoggers + Single Installation of SAMS
Voice Loggers
LAN
ScreenAgent Management System is a reporting tool for NICE ScreenAgents installed at the Data Hub. It enables logs and status information to be sent from all NICE ScreenAgents at the site to one central server. A single ScreenAgent Management System can serve an entire site and can be installed on one of the Screen Loggers, or on the Interactions Center.
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Capture Methods
Capture Methods
The ScreenAgent supports the following capture methods:
Hooking capture method direct integration with graphical card through GDI interface. Scraper capture method dividing the screen to small rectangles and scraping the rectangle for changes:
Usage of the Hooking capture method slows down the graphical activity of the workstation. The recorded screen activity is very high (lots of changes on the screen: flash, video, and so on). There is a conflict between the Hooking capture method with one of the customer applications that results in failure of screen recording.
Scraper capture method is the only available capture method when installed on a Terminal Server/Citrix Server. Playback quality
Playback quality of the Hooking capture method is excellent; all graphical activities are captured and there is no omission. Playback quality of the Scraper capture method is very good; although there are omissions of some graphical activities, the generated stream is of high quality.
NOTE: DirectDraw Scraper is the default, and recommended, Scraper method. Use GDI scraper only when there is a compatibility problem between the customers applications and the DirectDraw capture method, since it may result in failure to record or give distorted playback.
Capture Limitations
The ScreenAgent application cannot capture screen activity that takes place in a full DOS window. The ScreenAgent application cannot capture accelerated screen activity (such as DirectX, Direct3D, OpenGL).
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Performance Capabilities
The Reduction to Grayscale and the Selective Application Recording features only work in Scraper capture method. Therefore, if you configure the ScreenAgent to use one of these features, the ScreenAgent will automatically use the Scraper capture method. When the ScreenAgent uses either the Hooking or DirectDraw scraper capture methods, the desktop composition feature under Windows Vista will be disabled. In order to retain the desktop composition feature, the GDI Scraper capture method must be used.
Performance Capabilities
Description
As an application that captures screen activity taking place on the screen, the ScreenAgent performance is highly affected by its operation environment. Parameters that affect the ScreenAgent performance are:
Hardware capabilities of the workstation - such as CPU, memory, video adapter Hardware capability of Terminal Server/Citrix. Resolution of the screen being captured. Amount of graphical activity that is being generated by the customer applications. Network bandwidth and latency between the ScreenAgent and the Screen Logger.
Recommendations
The following section details the ScreenAgent performance behavior and the effect that each capture method generates. The data below is applicable for the majority of scenarios; however, there may be other scenarios that generate a different performance behavior of the ScreenAgent.
NOTE: It is highly recommended to use the NICE Screen ETA tool at the customer site. This tool evaluates the compatibility of the ScreenAgent with the customer applications, the possible slowdown that may be generated by the ScreenAgent, and the average data rate that will be generated.
CPU usage:
When the hooking capture method is used, ScreenAgent CPU usage is very low (less than ~10%). When the scraper capture method is used, ScreenAgent CPU usage is high (20%-70%), and depends on the graphical activity taking place on the screen. Although the CPU usage with the scraper capture method is high, it has a minor impact on the performance of the workstation, since the engine that is scraping the screen works below normal priority. The Operating System favors other applications, and as a result, distributes more CPU time to these applications.
Memory usage:
Memory usage is lower when the ScreenAgent uses the hooking capture method.
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Limitations
In a Citrix/Terminal Server environment, the ScreenAgent must identify itself and register to the Interactions Center using the unique OS login name method (identification by Extension/AgentId is not supported). Scraper is the only capture method that is supported by the ScreenAgent in a Citrix/Terminal Server environment (no support for hooking). The system does not support a situation where two ScreenAgents identify and register to the Interactions Center with the same OS login name. Such a situation can occur in a Citrix published application environment when the customer's applications suite is distributed between the Citrix servers. The system only supports a Citrix published application environment where the entire customer's applications suite is installed on each one of the Citrix servers in the farm (in such an environment it is guaranteed that all the applications that a specific agent is running will run in the same session).
NAT/PAT Environments
The ScreenAgent application is capable of working behind a NAT/PAT. In order to successfully record screen in a NAT/PAT environment, the below needs to be accessible to the ScreenAgent, either with their IP address or behind Static NAT, and the Workstation (ScreenAgent) can be hidden behind dynamic NAT (PAT):
Interactions Center Screen Logger ScreenAgent Management System (SAMS) Server System Administrator and KSM (if encryption is enabled) on Applications Server
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Examples of Environments
Example 1
A site has two PBXs and two Interactions Centers (an Interactions Center per PBX). Each agent has a single workstation and two phones.
In order to record screen activity when a call takes place, on either one of the phones, the ScreenAgent must register to both Interactions Centers.
Figure 7-2 Two Sites with Two Interaction Centers
Interactions Center
Interactions Center
Screen Logger
Screen Logger
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Example 2:
A site has a Multi Data Hub with a centralized TS/Citrix farm. Each site has a local PBX and a local Interactions Center. An agent logs in to the local PBX and will be recorded by the local Interactions Center. The agent TS/Citrix session takes place on one of the TS/Citrix servers on the centralized farm.
The ScreenAgent that is installed on the TS/Citrix servers must register to all Interactions Centers because it is not known from which site the session was initiated.
Figure 7-3 Multi Data Hub with Centralized Terminal Server
Interactions Center
Interactions Center
Screen Logger
Screen Logger
Resiliency Capabilities
Resiliency Capabilities
Registration Failures
In a situation where the ScreenAgent fails to connect and register to the Interactions Center, no screen is recorded for the agent interactions that are currently taking place. The ScreenAgent will continue retrying to register until it succeeds.
LAN/WAN Disconnections
When the ScreenAgent loses connection to the Screen Logger, recording stops immediately. A connection between the ScreenAgent and the Screen Logger exists only when recording takes place. When the ScreenAgent loses connection to the Interactions Center:
Active recording stops once the ScreenAgent detects that the connection is lost (can be up to 1 minute). If there is no recording, the Interactions Center will not be able to record screen for any interaction of that agent until the connection is resumed.
ScreenAgent Software
Installation Prerequisites
The ScreenAgent installation supports both interactive installation and silent installation. Silent installation is recommended for deployment of large sites. The site must have a push deployment tool to deliver the ScreenAgent installation to each workstation. Administrative privileges are required for the ScreenAgent installation. Write privileges are required to the ScreenAgent log folder for the ScreenAgent to save logs.
Limitations
Converting of screen data to ASF is not supported when reduction to grayscale feature is used.
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ScreenAgent Networking
ScreenAgent Networking
Description
In all scenarios, the ScreenAgent initiates communication with the servers in the system. As a result, the ports that are used by the ScreenAgent for communication are arbitrary ports.
Control with Interactions Center - the connection is kept open as long as the ScreenAgent process is running. Data stream to Screen Logger - the connection is kept open while a recording is taking place. Status report to ScreenAgent Management System Server - the connection is opened when a status message is sent to the ScreenAgent Management System Server. Once the message is sent, the connection is closed.
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8
Scalability
Contents
Usage Models ................................................................................................................. 88 Single Data Hub and Linked Data Hub Considerations .............................................. 89 System Scale Capabilities ............................................................................................. 90
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Usage Models
Usage Models
For all usage models we assume the following:
For QA environment: ratio of 1:20 of supervisors: agents Supervisors perform 3 evaluations per hour Supervisors work in two shifts Average of 3 minute call length (except for Analytics where 5 minutes call length was assumed) Recording only: assuming negligible application usage. QA - Supervisors Only: assuming only supervisors login to the application suite, using mainly the Business Analyzer application. QA - Supervisors + Agents: assuming supervisors and agents login to the application suite. Supervisors using Business Analyzer and My Universe, and agents using My Universe only. Analytics: Same model as QA - Supervisors + Agents, with an addition of Content Analytics calls per day analyzed with 100 Insight Manager categories.
Usage Model:
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Conditions for switching from a Single Data Hub to a Multi Data Hub configuration (Applications version NPR3.1):
Number of users/agents Number of seats Database call rate Number of Interactions Center per Data Hub
Network considerations: If there are two relatively large Data Hubs, it is recommended to deploy a Multi Data Hub configuration for the following reasons:
Avoid large data transportation on the network. Allow a large percentage of the operations to be performed locally.
Considerations for Data Hub deployment in a Multi Data Hub configuration: Recommended location for the Primary Data Hub and Data Mart is the most loaded site. Primary Data Hub must be deployed first. Distribution of customer geographical sites into NPR3.1 Data Hubs:
According to business unit the purpose is to maintain most of the operations as Query/Playback Local. According to Geographical location/ Network considerations the purpose is to perform most of the Cross-Data Hub operations (Multi Data Hub query, remote playback) on the best network segment.
IMPORTANT
A Multi Data Hub installation that consists of more than 5 Data Hubs requires approval. In a Multi Data Hub environment, all Data Hubs must be installed with the same:
When upgrading a Multi Data Hub environment, all Data Hubs must be upgraded simultaneously. During Multi Data Hub upgrade, replication from the primary to the secondary Data Hub is disabled. Administrative operations on secondary Data Hubs cannot be performed. All Distributed environments (Multi-Data Hub or remote DataMart) using Windows Authentication requires Kerberos delegation. Kerberos delegation is trusted for users running applications, DataMart or SQL services for all the Data Hubs.
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Table 8-1: Playback Scale Figures on page 91 Table 8-2: Telephony Services Server Scale Figures on page 93 Table 8-3: Interactions Center Scale Figures on page 94 Table 8-4: Storage Center Scale Figures on page 96 Table 8-5: Screen Content Analysis Scale Figures on page 97 Table 8-6: Data Mart Scale Figures on page 97 Table 8-7: Content Analysis Server Scale Figures on page 98
Loggers Scale Figures Table 8-9: Loggers on page 100 Table 8-8: NICE Sentinel Server Scale Figures on page 100 Table 8-10: NiceScreen Loggers on page 110 Table 8-11: Logger Resiliency Chains on page 111
Usage Per Environment Table 8-12: SMB on page 111 Table 8-13: Interaction Package on page 112 Table 8-14: QM + QO 32-bit - Supervisors Only on page 113 Table 8-15: QM + QO 32-bit - Supervisors + Agents on page 115 Table 8-16: QM + QO 64-bit on page 117 Table 8-17: IA + IA QO on page 119
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Comments
360 for summed 180 for unsummed 120 for unsummed + Screen
360 for summed 180 for unsummed 120 for unsummed + Screen
x number of Loggers
Player (direct) Analytics Player through Stream Server (NICE and WMS)
Logger
20 summed 10 unsummed 30 Stereo 60 Summed Voice + Screen 20 2 streams for Voice and 1 stream for Screen
x number of Loggers
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Table 8-1: Playback Scale Figures (Continued) Maximum Number of Concurrent Playbacks Per Server Microsoft Windows Media Services (WMS) Streaming Maximum Number of Concurrent Playbacks per Data Hub x number of Microsoft Windows Media Services (WMS) Streaming Screen Playback ScreenLogger Maximum Number of Concurrent Playbacks per Multi Data Hub x number of Microsoft Windows Media Services (WMS) Streaming
Comments
50
x number of Loggers
x number of Loggers
Playback channel is used for archiving as well. By default each storage consumes 10 connections for archiving.
Interaction Analytics Playback Resources Consumption Phonetics Indexing (English US, UK and German) Keyword Spotting
12 un-summed audio 6 summed audio 60 un-summed audio 30 summed audio 6 un-summed audio 3 summed audio 2 un-summed audio 1 summed audio 2 un-summed audio
number of Phonetics Servers number of Keyword Spotting Servers number of Transcription Servers number of Transcription Servers number of Servers
number of Phonetics Servers number of Keyword Spotting Servers number of Transcription Servers number of Transcription Servers number of Servers
Transcription (US English) Transcription All languages except US English) Talk Over \ Emotion Detection
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36 ports on an analog board -or400 HMP ports for ICB or 100 HMP ports for NICE Feedback -or60 digital ports
Telephony Services Server deployed on Applications Server, Storage Center or NiceScreen Logger
Up to:
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Table 8-3: Interactions Center Scale Figures (Continued) Maximum Per Server Call Rate for Interaction-based Active Recording (all supported environments) Recording Channels Number of Sources 7 calls/sec Maximum per Data Hub 23 calls/sec Maximum per Multi Data Hub 115 calls/sec Comments IC Call rate is for LAN environment DH call rate is limited according to the relevant Usage Model 7,200 recording channels per server Up to 24,000 Recording Channels Up to 24,000 Sources Up to 120,000 Recording Channels Up to 120,000 Sources Voice and Screen sources for the channel mapping. Note: Sources include the ScreenAgents IP address. Number of ScreenAgents registered to Interactions Center Number of Loggers (including NEL) 2,000 Limited by Number of Interactions Centers and number of agents Up to 100 Loggers Limited by Number of Interactions Centers and number of agents Up to 500 Loggers
Up to 40 Loggers
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LAN environment. This figure includes the average call length and call deletion calculation.
Screen Archiving to file system Archiving to EMC Centera Number of Loggers Number of NEL Loggers
Calculated by data rate Calculated by data rate Up to 100 Loggers Up to 100 Loggers
Calculated by data rate Calculated by data rate Up to 500 Loggers Up to 500 Loggers
LAN environment.
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Distributed Environment Notifications CTI Actions Seats 25/sec 2.5/sec 500 25/sec 2.5/sec 500 125/sec 12.5/sec 2,500 Requirement to support more seats per Data Hub requires commitment.
Unified \ Semi Distributed Environment Notifications CTI Actions Seats 16/sec 1.6/sec 500 16/sec 1.6/sec 500 80/sec 8/sec Requirement to support more seats per Data Hub requires commitment.
Comments
400 processing hours per 24 hours (default accuracy) 84 processing hours per 24 hours (higher accuracy) 35 processing hours per 24 hours (all languages, except U.S. English) 430 processing hours per 24 hours 720 processing hours per 24 hours 1,400 processing hours per 24 hours
Transcription using Nuance engine (all languages, except U.S. English) Transcription using combination of Kaleo + Nuance engines Keyword Spotting
Up to 4 servers per DH
x number of servers
Transcription and Word Search should not be installed on the same machine Transcription and Word Search should not be installed on the same machine Transcription and Word Search should not be installed on the same machine
Up to 4 servers per DH
x number of servers
Up to 12 servers per DH
x number of servers
Up to 12 servers per DH
x number of servers
Transcription and Word Search should not be installed on the same machine Average call duration 5 minutes
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Table 8-7: Content Analysis Server Scale Figures (Continued) Maximum Per Server Keyword Spotting + Phonetics indexing (English US, UK and German) Maximum per Data Hub Up to 12 servers per DH Maximum per Multi Data Hub x number of servers Comments
600 Keyword Spotting processing hours per 24 hours 1,200 Phonetics indexing processing hours per 24 hours
Transcription and Word Search should not be installed on the same machine Average call duration 5 minutes Up to three concurrent languages can be supported. For a list of supported combinations, consult with IBA Sales Engineer. Can be enabled from any Content Analysis Server (including Word Search and Transcription) Talk Over and Emotion Detection can be installed on any of the Content Analysis Servers. They do not affect the other Analysis performance.
x number of servers
x number of servers
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Table 8-8: NICE Sentinel Server Scale Figures Supported Number of Data Hubs NICE Sentinel 10
Voice Logger
Processing Type
Recording Method
Comments
TDM
x number of Loggers
x number of Loggers
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps)
Voice Logger
Processing Type
Recording Method
Comments
Passive VoIP Either decryption of calls or media encryption is implemented Both decryption of calls and media encryption are implemented 450 recording channels out of 3,500 concurrent calls 400 recording channels out of 3,500 concurrent calls
x number of Loggers
x number of Loggers
The same figures are supported in a Virtualized environment. For resource consumption see Certified Servers Guide.
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps) Max Supported Call rate by Interactions Center Max Supported Call rate by Interactions Center Max Supported Call rate by Interactions Center Max Supported Call rate by Interactions Center
Voice Logger
Processing Type
Recording Method
Comments
Total
Interaction-based
500
Total
x number of Loggers
x number of Loggers
Interaction-based
450
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps) Max Supported Call rate by Interactions Center 512 3 2
Voice Logger
Processing Type
Recording Method
Comments
Total
Single Step Conference Interaction-based inefficient dialing digit by digit Service Observation Total on VMWare
x number of Loggers
300
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps) Max Supported Call rate by Interactions Center 462 3 2 x number of Loggers x number of Loggers
Voice Logger
Processing Type
Recording Method
Comments
Total
Single Step Conference Interaction-based inefficient dialing digit by digit Service Observation
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps) Max Supported Call rate by Interactions Center 412 3 2 x number of Loggers x number of Loggers
Voice Logger
Processing Type
Recording Method
Comments
Total
Single Step Conference Interaction-based inefficient dialing digit by digit Service Observation
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps) Max Supported Call rate by Interactions Center 4 Same as physical servers For resource consumption, see Certified Servers Guide.
Voice Logger
Processing Type
Recording Method
Comments
Total
500
400 300
x number of Loggers
x number of Loggers
450
360
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps)
Voice Logger
Processing Type
Recording Method
Comments
Total Interaction-based Media encryption is not implemented Cisco Active VoIP Recording Total/Interactionbased on VMWare
x number of Loggers
x number of Loggers
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps)
Voice Logger
Processing Type
Recording Method
Comments
500 Requires NICE approval 300 Max Supported Call rate by Interactions Center
x number of Loggers
x number of Loggers
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Table 8-9: Loggers (Continued) Max Supported call rate per Loggers (cps) Max Supported Call rate by Interactions Center 4 Same as physical servers For resource consumption, see Certified Servers Guide.
Voice Logger
Processing Type
Recording Method
Comments
Total
500
400 300
x number of Loggers
x number of Loggers
Total Media encryption is implemented Interaction-based AIM-102 NEL NME-302 NME522 Total
450
Max Supported Call rate by Interactions Center 4 x number of Loggers x number of Loggers NEL uses 2 channels per recorded phone.
360 10 50 75
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NOTE: The following compressions are supported by the VoIP Logger: G711, G729A, G723, G722 (64 Kbit). See Vendor documentation for Vendor supported compressions
NiceScreen Loggers
Table 8-10: NiceScreen Loggers Per Server Number of Interactions Centers controlling the same Screen Logger Distributed Environment 250 channels x number of NiceScreen Loggers x number of NiceScreen Loggers Maximum per Data Hub 6 Maximum in Multi Data Hub Comment All Interactions Centers must reside on the same Data Hub.
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Table 8-12: SMB Parameter Number of Seats Call Rate Value 100 Comment Number of Users/Agents that can be defined in the User Administrator (include retention period).
Table 8-12: SMB (Continued) Parameter Value 30 100 10 Best Practice: Use the Monitor application on a minimal group size. Comment
Create Evaluations (per hour) ROD (concurrent users) Monitor (concurrent users)
Interaction Package
Usage Model:
Recording Only
Table 8-13: Interaction Package Unified* Semi Distributed Max per Server Users/Agents 3,600 5,500 10,000 Distributed SQL Server 64-bit Maximum Per Data Hub 10,000 Maximum in Multi Data Hub 50,000 Number of Users/Agents that can be defined in the User Administrator (include retention period). Comments
* For Unified configuration on 64-bit machine can be used only if all components supported it. Refer to Certified Servers Guide for 64-bit OS supported component matrix.
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Table 8-13: Interaction Package (Continued) Unified* Recorded Seats 2,000 Semi Distributed 2,000 Call Rate DH (Database server) Call rate (calls/sec) 10 11 23 23 115 Distributed SQL Server 64-bit Comments
Call Volume Overall number of calls per day 550,000 625,000 1,300,000 1,300,000
* For Unified configuration on 64-bit machine can be used only if all components supported it. Refer to Certified Servers Guide for 64-bit OS supported component matrix.
QA + Supervisors only
Table 8-14: QM + QO 32-bit - Supervisors Only Distributed SQL Server 32-bit Max per Server Users/Agents 10,000 Maximum Per Data Hub 10,000 Maximum in Multi Data Hub 50,000 Number of Users/Agents that can be defined in the User Administrator (include retention period). Comments
Concurrent Supervisors
88
88
361
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Table 8-14: QM + QO 32-bit - Supervisors Only (Continued) Distributed SQL Server 32-bit Concurrent My Universe Agent ROD (concurrent users) 30 450 30 450 Call Rate DH (Database server) Call rate (calls/sec) 13 13 Call Volume Overall number of calls per day 750,000 750,000 Applications usage Business Analyzer - Queries (per hour) Create Evaluations (per hour) View Evaluations (per hour) Reporter (reports per hour) Monitor (concurrent users) 850 265 660 30 50 850 265 660 30 50 4,250 1,325 3,300 30 250 Best practice is to use the Monitor applications on a minimal group size. Maximum monitored agents in Monitor and ROD is 500. 65 150 2,250 Comments
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Usage Model:
QA Supervisors + Agents
Table 8-15: QM + QO 32-bit - Supervisors + Agents Distributed SQL Server 32-bit Max per Server Users/Agents 10,000 Maximum Per Data Hub 10,000 Maximum in Multi Data Hub 50,000 Number of Users/Agents that can be defined in the User Administrator (include retention period). Comments
80 420 450
12
12 Calls Volume
60
700,000
Business Analyzer - Queries (per hour) Create Evaluations (per hour) View Evaluations (per hour) Reporter (reports per hour)
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Table 8-15: QM + QO 32-bit - Supervisors + Agents (Continued) Distributed SQL Server 32-bit Monitor (concurrent users) 50 50 250 Comments Best practice is to use the Monitor applications on a minimal group size. Maximum monitored agents in Monitor and ROD is 500.
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Table 8-16: QM + QO 64-bit Distributed SQL Server 64-bit Max per Server Users/Agents 10,000 Maximum Per Data Hub 10,000 Maximum in Multi Data Hub 50,000 Number of Users/Agents that can be defined in the User Administrator (include retention period). Comments
23
23 Call Volume
115
1,300,000
1,300,000
Applications Usage Business Analyzer - Queries (per hour) Create Evaluations (per hour) View Evaluations (per hour) 1700 360 800 1700 360 800 8,500 1,800 4,000
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Table 8-16: QM + QO 64-bit Distributed SQL Server 64-bit Packages: View + Open 1:1 ratio (per hour) 720 720 3,600 Comments Applicable only to Supervisors + Agents usage Model
40 50
40 50
40 250 Best practice is to use the Monitor applications on a minimal group size. Maximum monitored agents in Monitor and ROD is 500.
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Comments
Maximum in Multi Data Hub 50,000 Number of Users/Agents that can be defined in the User Administrator (include retention period).
7 Call Volume
35
Overall number of calls per day Max number of analyzed calls per day
220,000 170,000
220,000 170,000
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Comments
Applications Usage Business Analyzer - Queries (per hour) Create Evaluations (per hour) View Evaluations (per hour) Packages: View + Open 1:1 ratio (per hour) Reporter (reports per hour) Monitor (concurrent users) 1500 330 700 660 1500 330 700 660 7,500 1,650 3,500 3,300 Applicable only to Supervisors + Agents usage Model
40 50
40 50
40 250 Best practice is to use the Monitor applications on a minimal group size. Maximum monitored agents in Monitor and ROD is 500.
Categories
100
100
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9
Deployment Configurations
This chapter describes the optional deployment configurations supported by the Enterprise Suite in the NICE Perform environment. Each configuration has different capabilities, advantages and disadvantages.
Contents
Discovery Questions ....................................................................................................122 Single Site .....................................................................................................................123 Centralized Recording .................................................................................................124 Distributed Screen Recording .....................................................................................126 Centralized Active VoIP Recording .............................................................................128 Distributed Voice Recording........................................................................................130 Survivable Recording...................................................................................................132 Multi Linked Data Hubs ................................................................................................134
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Discovery Questions
Discovery Questions
Single or Multi Data Hub deployment, based on the following scaling parameters:
Number of defined users/agents and Applications usage. Call rate. Number of NICE Interactions Center Servers supported by a single Data Hub.
In case of a Multi Data Hub deployment: Determine the number of Data Hubs (a maximum of 5 are allowed). Determine the location of the Data Hubs. Drill down to plan each Data Hub site. Network diagram
NICE Interactions Center Servers - determine the following: Recording method. Number of NICE Interactions Center Servers. Location of each NICE Interactions Center Server (data center or branch). Latency between Interactions Center and Database.
Type of Logger (TDM or VoIP). Location of Loggers (data center or branch). Is VRG/VRA required?
NiceScreen Loggers - determine the following: Number of NiceScreen Loggers. Location of NiceScreen Loggers (data center or branch).
Applications usage - determine the following: Which Applications will be used? Which functionalities are required in each Application? What is the organizational structure of Local/Enterprise groups?
Data Mart - determine the location of the Data Mart. Data Hub resiliency requirements. Branch survivability requirements.
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Single Site
Single Site
Figure 9-1 Single SIte
Applications Server Database Server Data Mart Storage Center Telephony Services Server Voice/VoIP Logger
Screen Agent
Screen Logger
Interactions Center
A Single Data Hub (Applications Server and Database) NICE Interactions Center(s) Voice/VoIP Logger(s) NiceScreen Logger(s) Telephony system equipment
In most cases, the site includes telephony system equipment, however, a common exception is an off-shore Contact Center deployment where the telephony components (excluding the phones) are remote.
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Centralized Recording
Centralized Recording
Figure 9-2 Centralized Recording
Data Mart Storage Center Telephony Services Server Voice/VoIP Logger Applications Server
Database Server
Interactions Center
Screen Agent
Screen Agent
The Data Hub (Applications Server and Database). NICE Interactions Center(s). Voice/VoIP Logger(s). NiceScreen Logger(s) (optional).
The Data Center is interconnected with multiple branches. Each branch includes the following:
A small number of users and agents with phones. ScreenAgents on agents' desktops for screen recording. NiceScreen Logger(s) (optional).
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Centralized Recording
When to Use
All CTI information is available in the Data Center. There is no direct PSTN access in the branches and no local PSTN access for emergency calls only. Voice can be captured in the Data Center. There are no requirements for:
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Interactions Center
Screen Agent
Screen Logger
Screen Logger
Screen Agent
Screen Agent
The Data Hub (Applications Server and Database). NICE Interactions Center(s). Voice/VoIP Logger(s).
The Data Center is interconnected with multiple branches. Each branch includes the following:
Agent/users with phones. ScreenAgents on agents' desktops for screen recording. NiceScreen Logger(s).
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When to Use
Network bandwidth allows screen packets to be streamed over the network (for archiving). or No need for long term archiving of screen media. Media will be stored locally. Unless Survivable Branch Recording is deployed, screen recording stops if the network disconnects.
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Interactions Center
Screen Agent
The Data Hub (Applications Server and Database). NICE Interactions Center(s). VoIP, and Voice Logger(s) (voice loggers are optional). NiceScreen Logger(s) (optional).
The Data Center is interconnected with multiple branches. Each branch includes the following:
Agents/users with phones. ScreenAgents on agents' desktops for screen recording. NiceScreen Logger(s) (optional). The capability to forward RTP streams to the Data Center.
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When to Use
All CTI information is available in the Data Center. For an updated list of Active Recording Solutions, refer to the VoIP Logger section of the NICE Perform - Release 3.2 Price List. No requirements for branch survivability.
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Storage Center
Interactions Center
Screen Agent
Voice/VoIP Logger
Voice/VoIP Logger
Screen Agent
Screen Agent
The Data Hub (Applications Server and Database). NICE Interactions Center(s). Possibly, NiceScreen Logger(s.)
The Data Center is interconnected with multiple branches. Each branch includes the following:
Agent/users with phones. ScreenAgents on agents' desktops for screen recording. Voice/VoIP Logger(s). NiceScreen Logger(s) (optional).
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When to Use
All CTI information is available in the Data Center. Recording is required when the network is disconnected.
With Total Recording, if the network is disconnected, call data can be partially completed using NICE Total Recording Solution (TRS).
Internal calls recording is required and cannot be accomplished by Active VoIP Recording.
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Survivable Recording
Survivable Recording
Figure 9-6 Survivable Recording
Applications Server Data Mart Storage Center Telephony Services Server
Database Server
Screen Agent
Interactions Center
Voice/Screen Logger
Interactions Center
Voice/Screen Logger
Screen Agent
Screen Agent
The Data Center is normally interconnected with multiple branches. Each branch includes the following:
Agents/users with phones. ScreenAgents on agents' desktops for screen recording (optional). NICE Interactions Center(s). Voice/VoIP Logger(s). NiceScreen Logger(s).
When to Use
Local telephony switch and CTI at branches, or centralized call control with branch survivability (e.g. Cisco SRST).
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Survivable Recording
Advantages
Improved CTI information compared to TRS. Voice recording survivability - not only for Total Recording. With Total VoIP Recording, support for IP address changes in survivability mode. Screen recording survivability.
Disadvantages
Costly in terms of required number of servers for relatively few branches. The NICE Interactions Center is limited to up to approximately 500,000 calls. See Branch Recording Survivability on page 143. Supported call rate by Interactions Center is decreased due to latency of the Database.
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Interactions Center
Interactions Center
When to Use
There are several Data Centers. Each Data Center hosts the Data Hub (Applications Server and Database). One of the Data Hubs is configured as the Primary Data Hub (publisher). All other Data Hubs are configured as Secondary Data Hubs (subscribers). The deployment plan for each of the Data Centers can be based on one of the deployment prototypes previously described:
Single Site (see Single Site on page 123). Branch Centralized Recording (see Centralized Recording on page 124). Branch Centralized Active VoIP Recording (see Centralized Active VoIP Recording on page 128). Branch Distributed Voice Recording (see Distributed Voice Recording on page 130). Branch Survivable Recording (see Survivable Recording on page 132).
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10
Resiliency Options
The purpose of this chapter is to provide resiliency options for the NICE Perform solution.
Contents
Resiliency Options Summary ......................................................................................136 Database (DB) Cluster..................................................................................................138 Applications Server Cluster ........................................................................................138 Interactions Center Cluster..........................................................................................139 Storage Center Redundancy .......................................................................................140 Voice Recording SIP Proxy (VRSP) Redundancy Architecture................................140 TDM Loggers N+1 .........................................................................................................142 VoIP Loggers N+1 .........................................................................................................142 Passive VoIP Loggers 1:1 Software System (Duplicate Recording) ........................142 Branch Recording Survivability ..................................................................................143 Total Recording Solution (TRS)...................................................................................143 NIC Teaming ..................................................................................................................144 Disaster Recovery (DR) Solution ................................................................................145
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Hardware failure: 15 seconds Software failure: Up to 75 seconds Passive sniffing: Server shutdown - 10 seconds NIC failure (1 NIC) - 10 seconds Other failures - 2 minutes
Total Voice Recording VoIP Logger Mirrored VoIP Recording (1:1) (see page 142) Interaction-based Voice Recording Screen Logger Screen Recording Pool of Loggers Pool of Screen Loggers Interactions Center Clustering (supported environments are detailed in the IDD) (see page 139) TRS (Total Recording) (see page 143)
No recovery time
Recording resumes with the next interaction Recording resumes with the next interaction
Interactions Center
Interaction-based Recording Screen Recording Call Information Tagging CAPI dependant applications:
3 minutes in total recording environment In Interaction Based recording with an IP Mapper (For Example: Avaya SMS) it depends on the mapping cycle update.
Storage Center
Archiving
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Table 10-1: Resiliency Options Summary (Continued) Failed Component VRSP Affected Operations Total Voice Recording Solution Primary/Secondar y configuration (see page 140) Applications Server Clustering (see page 138) 2 minutes Recovery Time
Applications Server
System configuration Applications Usage Query Playback System Configuration Query Playback QM Capabilities Applications Usage Archiving Calls Interaction Analytics Call Information Tagging Reporter My Universe
Database Server Clustering (see page 138) SQL Database Backup (delta from the last backup will be lost)
30 seconds
Database Server
No recovery time
Data Mart
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The solution is an active-passive configuration based on Microsoft cluster solution (for more information about HW, see the Certified Servers Guide).
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The solution is an active-passive configuration based on a Microsoft cluster solution (for more information about the hardware, see the Certified Servers Guide).
Prerequisites
Dual CTI link to the switch's CTI server per integration Duplicate CTI Analysis Database space:
Call flow analysis database records will be inserted by both Interactions Centers resulting in insertion of unnecessary records to the database. Since Analytics only processes records with voice recording, the only effect of doubling CTI records is higher disk space usage.
Limitations
After failover, QA rules will not continue recording a compound call that was started before the failover. Passive VoIP on DHCP environment. A change of IP address during failover will cause audio loss until an appropriate message from CTI is received.
The audio loss in an environment where the IP address CTI source is different from the call CTI source (like AVAYA TSAPI) can be significant. The audio loss, in an environment where the IP address CTI source is the same as the call CTI source (like Cisco TAPI), will be limited until the next message which includes the updated IP address.
NOTE: Audio loss is limited only in a scenario where a call, that was started during failover, is on a device that has new IP.
Supported Environments
For a list of supported environments, see the NICE Perform 3.2 IDD.
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Deployment Options
Distributed Environment:
Primary VRSP is installed on a separated machine (not on the Interactions Center or any of the VoIP Loggers). Can be installed on the following machines:
Figure 10-1
Primary VRSP is installed on the VoIP Logger Secondary VRSP is installed on the Applications Server (along with all other modules)
Total recording with Cisco Active and Etrali SIP recording integration VoIP Logger N+1
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VRSP Failure
Open calls continue to be recorded New calls will update with the secondary VRSP as the media provider
In the event of primary VRSP failure, a delay in recording is expected for every new call. This means that the beginning of the call might not be recorded. The reason for this is that Cisco tries to connect to the primary VRSP. After a few retries it switches to the secondary VRSP. The call is not recorded for the entire retry period.
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Supported Environments
Total static:
Limitations
Monitoring from the Monitor application cannot be performed on the spare Logger. Passive IP address changes during an Interactions Center failure will cause audio loss.
Prerequisites
Required network support for multicasting. Spare Logger must have an equal number of channels, and have the same configuration as the Normal Logger.
Limitations
Monitoring from the Monitor application cannot be performed on the spare Logger.
Passive IP address changes during an Interactions Center failure will cause audio loss.
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Recording continuation in a survivable branch Full CTI information in the Database after survivable branch connection to the network is restored
Prerequisites
Required local disk space must be calculated since the mechanism is based on keeping the CTI files on local disk space. Up to 500,000 interactions can be kept for a single Interactions Center, the supported disconnection time must be calculated according to the customer call rate.
At least 4 GB.
Configuration
Logger
Channel
UserId
Station
Yes Yes
Yes Yes
No Yes
No Yes
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NIC Teaming
Configuration
Logger
Channel
UserId
Station
Passive VoIP Mapped by DN Passive VoIP Mapped by Unique Device ID Active VoIP Mapped by DN Active VoIP Mapped by Unique Device ID VoIP (Active/Passive) Mapped by both DN and Unique Device ID
* User ID is reported when Station is reported and the site is configured as Fixed Seating. *The User ID that is reported is the one associated with the DN in the User Administrator application.
TRS Limitations
In case of complicated calls with transfers or conference, each interaction is inserted as a separate interaction in the Database, and associated with a different contact. Does not support insertion of Screen events.
NIC Teaming
NIC teaming allows users to group two or more physical NICs into a single network device. NIC teaming is supported for all commercial servers. Teamed NICs have the same IP address (teaming type: Network fault tolerance).
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Supported Environments
Standalone Data Hub Multi/Linked Data Hub environment (each Data Hub has a dedicated DR Data Hub).
General Prerequisites
Both Data Centers either share the same Domain, or have different Domains with full trust relations. DNS access is available in order to configure alias names for the Applications Server and Database Server. Storage replication between the Data Centers is deployed if playback from the DR site is required.
For Database replication bandwidth requirements see Table 11-1: Values for Elements Used in Free Bandwidth Calculation on page 148.
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If the storage replication technology solution is used in Synchronous mode, then the maximum network latency allowed depends on the call rate. See Table 11-4: Latency Limitations per Component on page 156. If the storage replication technology solution is used in Asynchronous mode, there will be potential data loss when switching over to the DR site. All SQL instance objects (For Example: jobs, logins, SMK, and so on) must be replicated, not only the Database data/logs.
Limitations
Data Mart replication is not supported, even if the Data Mart resides on the same SQL server.
Automatically:
Data Mart data is generated from an operational database. After the Data Mart server recovery, the Data Mart process will start collecting the information, and after a period of time (depending on the data size it could be a few days) the Data Mart database will automatically recover.
Manually:
In order to accelerate the recovery process, manually upload the Data Mart database from the last backup.
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11
Network Considerations
The purpose of this chapter is to provide a list of network consideration points for the NICE Perform solution.
Contents
Free Bandwidth Calculation ........................................................................................148 Latency .........................................................................................................................156 Optimization Recommendations.................................................................................158
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Free bandwidth for NICE Applications = Available bandwidth at the site - bandwidth utilization by other network applications. Table 11-1 lists values for the elements used in the free bandwidth calculation for the various network usage types.
Table 11-1: Values for Elements Used in Free Bandwidth Calculation
Network usage type Voice Playback G.711 Voice Playback ADPCM32 Voice Playback ADPCM16 Voice Playback G.729 Voice Playback G.723.1 6.3 Voice Playback G.723.1 5.3 Screen Playback Bit Rate 72 Kb/sec 36 Kb/sec 288 Kb/sec 10 Kb/sec 8.8 Kb/sec Formula x number of concurrent playbacks Comments If a conference is recorded without summation, meaning that the two streams of the conference are recorded separately, the required data rates are double. If the capturing platform uses stereo recording mode, the required data rates are double. The data rate includes protocol overhead. Source Media source Media source Media source Media source Media source Target Client Client Client Client Client
8 Kb/sec
Media source
Client
160 Kb/sec
The ETA tool should be used to determine the exact data rate and the performance implications on the agents personal computer, since the data rate might be influenced by screen resolution, screen depth and type of media. Data Volume per Day = (Average Number of Calls per Day) x (Data Compression in Kb/sec) x (Call Length in Seconds)
Media source
Client
Voice Archiving
Logger
Storage Center
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Table 11-1: Values for Elements Used in Free Bandwidth Calculation (Continued)
Network usage type Screen Archiving Bit Rate 160 Kb/sec Formula Archived Data Volume / Time Used for Archiving Comments The ETA tool should be used to determine the exact data rate and the performance implications on the agents personal computer, since the data rate might be influenced by screen resolution, screen depth and type of media. The amount of playbacks depends on the Interaction Analysis type. For details per Engine see Interaction Analytics on page 71. This number refers to the Control Command. Calculation based on the assumption that an acceptable time to download a 10 MB report is 10 seconds. Example: To download 10 MB report in 10 seconds, bandwidth should be at least 10000 KB/10 sec + 100 KB/sec = 1100 KB/sec. Source NiceScreen Logger Target Storage Center
Content Analysis
Media Source
ROD Reporter
x number of concurrently recorded agents x number of recording channels The data rates are provided without silence suppression. The data rates include IP/UDP/RTP overhead.
Interactions Server Forwarding Devices (VRG, VRA etc.) Forwarding Devices (VRG, VRA etc.) Forwarding Devices (VRG, VRA etc.) Forwarding Devices (VRG, VRA etc.)
Active VoIP Recording G.729 Active VoIP Recording G.723.1 6.3 Active VoIP Recording G.723.1 5.3
60 Kb/sec
VoIP Logger
40 Kb/sec
VoIP Logger
45 Kb/sec
VoIP Logger
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Table 11-1: Values for Elements Used in Free Bandwidth Calculation (Continued)
Network usage type Screen Recording Bit Rate 160 Kb/sec Formula x number of concurrently recorded agents Comments Source Client Target NiceScreen Logger
Database replication for linked Data Hub configuration SQL Mirroring (Disaster Recovery) Database replication via Storage replication technology (Disaster Recovery)
16 Kb/sec
x number of sites 1
x call rate
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Table 11-1: Values for Elements Used in Free Bandwidth Calculation (Continued)
Network usage type Data Mart Bit Rate Minimum of 4800 Kb/sec during populating Formula Comments The amount of data transferred by the Data Mart, assuming only nice_interactions domain was chosen, is ~80% of the data inserted by the NICE Interactions Center since last Data Mart population. For the following domains add: nice_cti_analysis add 10%. nice_ca add 30%. nice_screen_sense add 30%. nice_pbs_data add 5%. nice_qa add 5%. Amount of data from other domains are negligible. Example: By default all domains are selected and Data Mart population is executed every hour. Assuming there is one NICE Interactions Center with 3 calls per second, it will try to transfer 2760 Mb. (480 Kb inserted by the NICE Interactions Center per second x 3600 sec. x (80% + 10% + 30% +30% + 5% +5%) = 2760 MB.) The Data Mart populating will use different bandwidths based on the available bandwidth at populating time. For smooth operation, at least 4800 Kb/sec should be available. Business Analyzer Query 850 Kb/sec X number of concurrent queries Statistically, the number of concurrent operations is low. For example: If there are 300 queries per hour, on the average there will be only 1 concurrent query per second UPPER(300/3600). The worst case scenario will be 300 concurrent queries Business Analyzer Login 350 Kb/sec X number of concurrent login requests Applications Server Client Applications Server Client Source Database Target Data Mart Database
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Table 11-1: Values for Elements Used in Free Bandwidth Calculation (Continued)
Network usage type My Universe Login Bit Rate 850 Kb/sec Formula Comments With seven components (My Evaluation Trend, Agent Performance, Generic Query, My Latest Evaluations, My Latest Interactions) This bit rate is required in order to get response time of 5 seconds. WMS General 4 Mb/sec Add 20% Lower bandwidth might affect the player response time. For operations that were not calculated like User and System Management. Source Applications Server Target Client
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Single Data Hub + DM 1 concurrent Login request to Business Analyzer 3 concurrent Business Analyzer queries 1 concurrent Login request to My Universe with seven components 20 Voice Playbacks (G.729) 10 Voice (G.729) + Screen Playbacks 1 Content Analysis Server with Speech to Text Engine 1 NICE Interactions Center Server, call rate: 3 calls/sec 300 concurrent recorded agents out of 1000 recorded agents Archiving:
80,000 voice calls per day Average call duration is 3 minutes G.729 compression Time frame for archiving is 5 hours
NOTE: See Table 11-2:Calculation Example on page 154 for specific example.
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Bit rate x number of concurrent playbacks Bit rate x number of concurrent playbacks Bit rate x number of Analytics Servers x Number of Analytics Threads Bit rate x Call rate Bit rate x number of concurrent recorded agents
200 Kb/sec 1700 Kb/sec 10 Kb/sec 1200 Kb/sec 1600 Kb/sec 10,160 Kb/sec 12,192 Kb/sec ~12,000 Kb/sec
NOTE: The operation hours calculation contains recording, playbacks and application usage.
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4800 Kb/sec
x 1.2
NOTE:
The after hours calculation contains Archiving and Data Mart population. Archived data in bits = number of call per day x call duration in seconds x compression rate = 80,000 x (3 x 60) x 10 = 144,000,000 bits Time frame in seconds = 5 x 3600 = 18,000 seconds If the Archiving and Data Mart population increases during working hours, the total required bandwidth for NICE is 28,000 Kb/sec.
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Latency
Latency
Table 11-4: Latency Limitations per Component
Source Client Desktop ROD Client Target Applications Server Interactions Center TDM Logger (digital matrix) VoIP Logger Interactions Center NiceScreen Logger Latency (ms) 50 75 125 225 500 Ping (Round Trip) (ms) 100 150 250 450 1000 10 Calls per Second for 10 ms Latency Database 5 < Latency < 50 8 Calls per Second for 25 ms Latency 5 Calls per Second for 50 ms Latency ScreenAgent NiceScreen Logger Screen Content Analysis Agent Screen Content Analysis Server NICE Interactions Center 500 300 325 1000 600 650 Bit rate for the ScreenAgent is 160 Kb/sec. Triggers for events only. Triggers for events + actions start, stop interaction, recording. Higher Latency will cause a delay in the Monitor view. A plain Logger has no latency limitations. Comments
500
1000
For archiving to DVD IDE on RTS client. 5 GB per hour for 25 ms Latency
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Latency
The component which is most sensitive to latency should be taken into consideration. In case of complicated sites, the latency, which should not be exceeded, must be calculated for each branch. The most problematic network leg should be taken into consideration. In a multi-site/multi Data Hub environment, it is important to create a table with the latency information from site to site and/or from data Hub to Data Hub in order to identify the most problematic operations.
Alcatel-Lucent No limitation or recommendation for maximal latency between the Interactions Center and the Alcatel Lucent TSAPI Server. Genesys
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Optimization Recommendations
It is recommended to have a latency of up to 100ms (200ms round-trip) between the Interactions Center Genesys T-Server. In implementation involving a WAN between the T-Server and clients, where latency may be an issue, traffic prioritization must be applied to the CTI traffic to help ensure fast round-trip times for packets.
NEC No limitation or recommendation for maximal latency between the Interactions Center and the NEC OAI service. Expected latency is usually less than one second.
Siemens No limitation or recommendation for maximal latency between the Interactions Center and the Siemens HiPath 4000 CAP interface.
Aspect No limitation or recommendation for maximal latency between the Interactions Center and the various Aspect CTI interfaces.
Avaya
No more than a 200 ms average round-trip packet delivery time to the AES, as measured with ping over every one hour time period. Periodic spiked delays of no more than 2 seconds while maintaining the 200 ms average round-trip delivery time, as measured with ping over every one hour time period.
Cisco Maximum supported latency between the PBX and TSP client is up to 80 ms.
Optimization Recommendations
Bandwidth
If the available bandwidth for NICE systems does not fit the requirements, several optimizations can be made:
Schedule the Storage rules to run during the least busy hours. Schedule the Data Mart populating task to run during the least busy hours (if the task runs only once a day, the amount of data transferred would be larger than if it runs every hour). If the screen retention period is relatively short, it is recommended to use large Hard Disk Drive space on the Screen Logger.
Latency
When latency is between 50 ms and 150 ms, Microsoft Windows Media Services (WMS) should be used for playbacks. Note that the WMS improves only playback response time, and does not affect the response time of other applications.
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Optimization Recommendations
When Latency is more than 50 ms between client machine and Applications Server, it is highly recommended to use Citrix for the application clients (the Citrix Server resides on the LAN where the Applications Server is located, while the remote clients connect through a Citrix session). For supported Citrix versions, see Certified Servers Guide.
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12
Active Directory Integration
This chapter describes the Active Directory Integration in the NICE Perform environment. The Integration has specific capabilities, advantages and disadvantages.
Contents
Active Directory Benefits .............................................................................................162 Prerequisites for Active Directory Authentication ....................................................162 Active Directory Limitations ........................................................................................163
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Standard strong authentication (NTLM/Kerberos) Single Sign-On capability Central password management via Active Directory Central password policy management via Active Directory NICE Proprietary Authentication Active Directory Authentication (NTLM/Kerberos)
By default, the NICE Proprietary Authentication mode is used for each new NICE Perform installation, so the system should be configured explicitly to use Active Directory Authentication. The afore-mentioned authentication modes cannot be supported simultaneously. After understanding the overall system implications, System Administrators must select the appropriate mode that best fits their business needs.
Microsoft Windows 2000/2003 Server Active Directory CLDAP service listening on UDP port 389 and accessible anonymously from the NICE Perform Applications Server. LDAP service locator (used to detect available LDAP servers) All relevant domains must be Trusted Domains (bidirectional trusts within a single Forest or multiple Forests) All NICE Perform Applications Servers must be in Trusted Domains An Active Directory user must be mapped to NICE Superuser for administrative operation in NICE Perform. It is recommended to set the value for Password never expires to true
NOTE: Relevant domains are domains that host NICE Perform Applications Servers and domains that host users for the NICE Perform applications.
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Moving back from Active Directory authentication to NICE Perform proprietary is possible using a manual procedure, and requires NICE approval. Federated Environment is not supported. To use Active Directory Authentication, each user must be defined in a Trusted Domain.
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Media Encryption Solution
This chapter describes the Media Encryption solution in the NICE Perform environment. This solution has specific capabilities, advantages and disadvantages.
Contents
Media Encryption Solution ..........................................................................................166 Media Encryption Prerequisites ..................................................................................168 Media Encryption Limitations......................................................................................169
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End-to-end media (voice and screen) encryption. Data is encrypted as close as possible to the time of its creation and to its physical location, in order to reduce potential security breaches and increase data security. Once encrypted, the media (voice/screen) is kept encrypted throughout its life cycle. Data is also written encrypted to local backup tapes, as well as to Storage Center, and to any NAS/SAN or CAS storage supported by Storage Center. The media is decrypted for playback and when using Content Analysis, only just immediately before playback or the analysis process. The solution complies with security standards and regulations. More specifically, the solution employs standard, strong encryption algorithms, sensitive data like encryption keys are transferred over secured channels only, and the keys are managed and stored in a secured database.
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IMPORTANT In Multi Data Hub environments, Port 443 must be open on the Applications Servers in both the primary and the secondary Data Hubs.
Media on storage Media Encryption eliminates the risk that media can be reconstructed by an intruder who gains access to the Logger, NiceScreen Logger or Storage Center. Media on the wire Media Encryption eliminates the risk that media can be reconstructed by an intruder who accesses the local network and puts a sniffer on the wire. Media retrieved using the Loggers API Media Encryption eliminates the risk that media can be reconstructed by an intruder who gains unauthorized access to the Loggers APIs.
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Media Encryption requires digital certificates for SSL communication with the SQL Server and Applications Server. The certificate generation and renewal process is under the customer's responsibility. If a certificate expires, although NICE Perform will continue to record and encrypt the calls, the customer will not be able to play the encrypted calls. To play the encrypted calls, the certificate must be renewed. The customer is responsible to securely backup the SQL Server database keys and passwords that are generated and defined during system setup. These will be required in order to provide support in case of database corruption.
General
A Fully Qualified Domain Name (FQDN) must be used in the Database Servers branch of the System Administrator application.
Applications Server
The Applications Server has a license key for encryption. The Applications Server has a CA certificate for the SQL Server. The Applications Server has a certificate for the Internet Information Services (IIS). In a Multi Data Hub environment, a CA certificate is required for each of the Key Storage Managers in the system. EFS must be enabled.
Logger
A certificate must be installed. EFS must be enabled.
Screen Agent
EFS must be enabled. The Client machine has a CA certificate for the Key Storage Manager.
Content Analysis
The Applications Server must support encryption and be properly configured. The Content Analysis Server must have a CA certificate.
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ScreenAgents
ScreenAgent registration to multiple Interactions Centers is not supported if the Interactions Centers are associated with different Data Hubs. This situation can occur when an agent has two different identities in two different switches that belong to different Data Hubs. Screen that is recorded before the ScreenAgent was upgraded and configured to work in encryption mode, will not be encrypted.
Player
The Save As option removes the encryption, even if the media is saved to an .nmf file. As best practice, NICE recommends granting the Save As permission only to privileged users.
To secure the media streaming when using Windows Media Services for playback over WAN, the customer must implement Microsoft's Digital Rights Management (DRM) services. This requires the customer to sign a contract with Microsoft and receive an annual DRM license.
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14
Virtualization
Contents
Discovery Questions ....................................................................................................172
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Discovery Questions
Discovery Questions
A list of discovery questions is presented below to assist in better understanding the customers environment and to discover if a Virtualized NICE Perform system can be deployed within this environment:
1. What are the business needs for using VMware? 2. Data center optimization/Servers Consolidation? 3. Centralized Desktop (using VDI)? 4. High Availability (manually/automatically moving VMs between two local physical
machines)?
5. Disaster Recovery (manually/automatically moving VMs between two physical machines in
different sites)?
6. What are the existing VMware Product Versions? 7. What is the ESX (Hypervisor) version? 8. What is the VDM (Connection broker) version? 9. What is the Virtual Center (Management Application) version? 10. Does the customer have policies regarding deploying VMware? 11. A policy for deploying ESX on every server, even when deploying only one VM on one
physical server?
12. A policy for using VMware High Availability and/or Disaster Recovery applications (such as
V-Motion, HA, Site Recovery Manager and so on) for operational mission-critical systems?
13. What type of severs are used at the sites (model/specifications), and are there available system
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15
Additional Requirements
Contents
NAT/PAT .........................................................................................................................174 Hardening ......................................................................................................................175
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NAT/PAT
NAT/PAT
From NICE Perform Release 2 and above, the NICE Perform Applications Suite also supports NAT/PAT environments. NAT/PAT environments require defining a resource for each machine name instead of IP addresses (by resources we also refer to services, Loggers, Storage Centers, Interactions Center). As a result, the Applications Suite may be configured in three different modes:
The communication between services (communication layer) is done using machine names or IP (fully qualified machine names or IP). Other system resources (such as Logger, Interactions Center) are accessed according to their particular configuration. No need to use Genuine Channels.
IMPORTANT It is mandatory that communication between services (communication layer) is done using machine names (fully qualified machine names).
Resources must be defined by machine names. Genuine Channels must be used. Certified configuration client workstations and NICE servers reside from both sides of the NAT/PAT. NAT/PAT between servers or Multi Data Hub configurations requires NICE approval.
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Hardening
Hardening
If the customer requires additional security, use the NICE Server Hardening configuration (refer to Hardening Guide for Microsoft Windows 2003). If the NICE hardening policy does not meet the customer needs, contact NICE Product Management. NICE publishes a Hardening Guide for NICE Perform for Windows 2003 Server (available on ExtraNICE). NICE hardening guidelines are based on the Microsoft Windows Server 2003 Security Guide. The NICE Hardening Guide comes with a template (.inf) file that can be applied to a Windows 2003 Server to automatically make the necessary changes to operating system parameters using the Microsoft Management Console (MMS). In certain scenarios, if a customer cannot independently make the necessary analysis based on the information provided by NICE, the customer may request that NICE validate their hardening procedures, based on the customers IT department security policies. Such a validation requires special staging of a testing environment. The validation may be performed by NICE Professional Services in the local region, based on commitment and Product Management approval.
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Index
1+1 considerations 142
acronyms 17 Active Directory integration 161 benefits 162 limitations 163 prerequisites 162 active VoIP Logger passive VoIP Logger 48 applications 57, 71, 77 Clip recording 65 Media Library 64 playback 63 Rules Manager 68 applications concurrent usage 58 Business Analyzer 61 My Universe 62 Reporter 62 applications response time 58 backward compatibility 15 Business Analyzer 61
discovery questions 122 distributed screen recording 126 distributed voice recording 130 multi-linked data hubs 134 single site 123 survivable recording 132 design considerations 135, 173 applications 57, 71, 77 deployment configurations 15, 121, 161, 165 integrations 69 servers 21 Desktop Analytics 43 server limitations 44
G H I
glossary 15, 17 hardening 175 integration policy 69 integration combination guidelines 70 integrations 69 interaction analytics 71 limitations 44 list of terms 17 Media Encryption 165 limitations 169 media threats 167 Multi Data Hub support 166 prerequisites 168 solution 166 solution highlights 166 threats to the media 167 multi-data hub 89 multi-site 89 My Universe 62
Index 177
B C
Clip recording CDR systems 67 extension-side recording 67 Playback to Extension 65 screen only 67 trunk-side recording 65 compatibility 15 CTI integrations policy 69 Customer Feedback considerations 41 definitions 17 deployment configurations 121 branch centralized recording 124 centralized active VoIP recording 128 centralized recording 124
L M
n+1 considerations 142 NAT 174 NAT/PAT 174 NEL 54 network considerations 147 bandwidth calculation example 153 free bandwidth calculation 148 latency 156 optimization recommendations 158 network design considerations 147 Network Embedded Logger 54 NIC 144 NICE ScreenAgent architecture 78 NiceScreen Logger 29 overview 15 PAT 174
O P R
release 3.1 whats new 15 release 3.2 whats new 16 Reporter 62 resiliency options 135 1+1 considerations 142 applications server cluster 138 branch recording survivability 143 database cluster 138 disaster recovery 145 Interactions Center cluster 139 n+1 considerations 142 NIC teaming 144 passive VoIP loggers considerations 142 storage center redundancy 140 total recording solution 143 TRS 143 Voice Recording SIP Proxy redundancy architecture 140 VoIP loggers considerations 142 VSRP redundancy architecture 140
scalability 87, 90 scale capabilities 90 Screen Agent 77 capture methods 79 in Citrix server 81 in terminal server 81 limitations 84 NAT/PAT 81 networking 85 NICE ScreenAgent 78 performance capabilities 80 registration to multiple ICs 82 resiliency capabilities 84 software 84 Screen Content Analysis 43 ScreenAgent architecture 78 servers deployment configurations 21 distributed deployment 26 semi-distributed server 26 SMB 24 unified server 25 single data hub 89 single data hub vs. multi-data hub considerations 89 single site 89 single site vs. multi-site considerations 89 Storage Center 30 Stream Server 46 system scale capabilities 90 Telephony Services Server 34 telephony services server 34 terminology 15, 17 Total Recording Solution (TRS) 143 TRS 143 virtualization 171 discovery questions 172 VMware 171 VoIP Logger Passive 48 VoIP Loggers 48 VRA 53
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